Policies & Procedures

Rescheduling & Cancellations

Our Policy is simple: if you don’t show up for your scheduled appointment, and you haven’t notified us at least 24 hours in advance, that you need to reschedule or change the duration of your appointment, you will be charged the full cost of the treatment booked.

Last minute cancellations and missed appointments are frustrating and costly for everyone.  They result in a direct income loss for your practitioner.  When an appointment time has been reserved, then missed, canceled or rescheduled at the last minute, it creates increased stress on our team to try and fill the session.  

As a courtesy, our booking system provides appointment reminders via email and text message, however “not receiving a reminder message” will not be accepted as a valid excuse for a missed appointment.  

Last Minute Cancellation and Fee

100% of the cost of the scheduled appointment for appointments canceled with less than 24 hours notice.        


No Show (missed) Appointment Fee

100% of the cost of the missed appointment.  Future sessions may be canceled, if there remains an outstanding balance.

You can make changes to your appointment online up to 24 hours in advance.  You can also call or email the office at 519-602-5562 / [email protected].  Please be aware that our phone/voicemail is not monitored on weekends & holidays, and it is best to email or contact your therapist directly if you need to change an appointment (this info will be sent in our appointment reminder email). 

Note: We’re not monsters and understand that on occasion there may be circumstances that are outside of your control (sudden illness, family emergencies, extreme weather etc).  In rare cases, with prompt notice, your therapist may make an exception, and adjust the missed appointment fee.

** Please be aware that situations such as being called into work, or child care issues will not be considered an emergency.  If you have unique work/life demands that could affect your ability to honour our cancellation policy, we would be more than happy to discuss other booking options that may suit your lifestyle better.

In the event that one of our providers is sick, injured or experiencing a family emergency, we will do our very best to give you as much notice as we can, and attempt to arrange an alternate appointment time as soon as possible.

Appointment Reservation Policy

We require a valid credit card (or Visa/MasterCard branded debit card) to be on file in order to reserve an appointment.  Please be prepared to provide a credit card number when booking online AND over the phone.

A valid credit card is required for ALL appointments.  Your information is encrypted when entered, so you can feel confident that your information is kept confidential and CANNOT be misused.

Your card will be only be charged if:

  1. There is an outstanding balance remaining from a portion of your treatment not reimbursed by your extended health care insurance.
  2. Outstanding fees for last minute cancellations and missed appointments (please refer to our cancellation policy above for more info)

Late Arrivals

Please arrive on time for your appointment. A late arrival will require that we end the treatment at the scheduled time so that the rest of our appointments are not affected. You will still be billed for the original length of the treatment booked.

If you haven’t completed any forms/paperwork that was sent to you prior to your appointment, you may want to arrive a few minutes early so that completion doesn’t cut into your treatment time.

Early Departures

In the event that you need to leave your appointment earlier than scheduled, you will still be billed for the original length of the appointment.  Exceptions are made only if you have contacted the office/your therapist at least 24 hours prior to your appointment time.

What to Expect During Your Session

Your treatment time includes a brief interview and assessment that will help your RMT rule out any contraindications, in order to provide a safe and effective treatment. 

After the interview, your RMT will leave the room to wash their hands, and start documenting in your file.  This will give you time to get on the table, and get comfortable.  Before re-entering the room your RMT will knock, or ask if you are ready to begin.

Treatment Comfort/Communication Policy

At The Calm Therapeutic Centre, we are committed to providing a comfortable and therapeutic experience for all of our valued clients.  Our RMTs strive to deliver high-quality treatments tailored to your specific needs.

To ensure your utmost satisfaction we have implemented the following policy:

Communication and active participation during your treatment is crucial for success.  Your RMT will check in on your comfort level, please feel free to express any concerns or preferences at this time.  This includes pressure, technique or any specific areas of focus.

(Please note –  your RMT may have physical limitations on the amount of pressure they can apply during your treatment.  We do not condone our RMTs risking personal injury to provide increased pressure). 

While we are dedicated to ensuring your satisfaction, we regret to inform you that we do not offer refunds for completed services.  This policy is in place to maintain fairness and uphold the integrity of our services.

If at any time during your treatment, you are not completely comfortable, whether it is the pressure of the massage, or the volume of the music, please let your therapist know.  This is your time and your therapist is there to do their best to ensure your treatment is up to your expectations.

Payment & Direct Billing

Payment is due at the time of your appointment. We accept Cash, Debit, Visa, MasterCard and eTransfer.

As a convenience to you this office is able to provide direct billing for many insurance companies.  Unsure if we can bill your insurance company?  Call us and ask if your company is on our list.

In cases where there is not 100% coverage, or a claim is rejected/disputed, or there is no explanation of benefits provided, the patient will be required to pay the fee for treatment.

Please bring a backup form of payment in case we are unable to process your claim.

A receipt will be provided for you to submit for reimbursement from your insurance company.

Safe Space Policy

At The Calm Therapeutic Centre, we are dedicated to providing a secure and respectful environment for all clients, therapists and staff regardless of age, race, ethnicity, gender identity, sexual orientation, ability, religion or any other characteristic.

We are dedicated to ensuring that everyone feels welcome, comfortable, valued and supported throughout their experience at our clinic.  We expect everyone entering the clinic to adhere to these guidelines in order to maintain a harmonious and welcoming atmosphere.

Zero Tolerance Policy

We expect everyone entering The Calm Therapeutic Centre to treat all of our staff with respect.  Any form of abuse, whether verbal or physical will not be tolerated. Such behavior will result in immediate discharge from our clinic.

Sexual Abuse/Misconduct – any form of sexual abuse or misconduct is strictly prohibited.  This includes inappropriate remarks, advances or gestures.  Engaging in said behavior will lead to the immediate termination of the session, a full appointment fee charge and a discharge from our clinic.  

Verbal Abuse – We are committed to handling situations with upset clients in a calm and respectful manner.  Our staff have the right to work without fear of threat, intimidation, harassment, discrimination or abuse from patients or their caregivers.

Clinic Environment

Cell Phones – As a courtesy to all our clients, please turn all cell phones to silent mode while in the office, this includes our waiting area.

Scents – Please refrain from wearing/using any products that are heavily scented during your visit.

Outdoor Footwear – If you are able, we request that you remove any wet boots and shoes at the front door. This helps to keep the office clean, and will help to prevent any slip and falls from a wet floor.

Children – To ensure safety of your children & for the consideration of other patients in session, it is requested that alternate arrangements are made for children while attending your appointment.

Tipping & Discounts

Registered Massage Therapists are a regulated health profession, along with doctors, nurses, dentists, chiropractors and physiotherapists.

We do not offer discount services, and tipping is NOT expected, but is left to your discretion.  If you would like to leave a gratuity for your RMT, we ask that you do so in cash.

Please note: the best way to tip your RMT is to refer your friends and family!

Thank you for understanding & respecting our clinic policies.

Privacy Policy

The privacy of your personal information is important to our clinic. We are committed to collecting, using and disclosing personal information responsibly and only to the extent necessary for the goods and services we provide.

Like all medical professionals, we collect, use and disclose personal information in order to serve our patients. The primary purpose for collecting personal information is to provide treatment.

Like most organizations, we also collect, use and disclose information for purposes secondary to our primary purposes. The most common examples of our related and secondary purposes is to invoice patients for goods or services that was not paid for at the time, to process credit card payments or to collect unpaid accounts.

The cost of goods/services provided by the organization to patients is often paid for by third parties (e.g., motor vehicle accident insurance, private insurance). These third-party payers often have the patient’s consent or legislative authority to direct us to collect and disclose certain information in order to demonstrate patient entitlement to this funding.

Patients or other individuals we deal with may have questions about our goods or services after they have been received. We retain patient information for a mandatory minimum of ten years after the last contact.

Protecting Personal Information

We understand the importance of protecting personal information. For that reason, we have taken the following steps:

• Paper information is either under supervision or secured in a restricted area.

• Electronic hardware is either under supervision or secure in a restricted area at all times.

• Paper information is transmitted through sealed, addressed envelopes or boxes by reputable companies.

• Electronic information is transmitted either through a direct line or has identifiers removed or is encrypted.

• External consultants and agencies with access to personal information must enter into privacy agreements with me.

You can access your information

With only a few exceptions, you have the right to see what personal information we hold about you. We can help you identify what records we might have about you. We will also try to help you understand any information you do not understand (e.g., short forms, technical language, etc.). We reserve the right to charge a nominal fee for such requests.