Our Policies

Our Policies

Cancellation Policy

We require the MINIMUM of 24 Hours notice to cancel/reschedule an appointment or reduce the duration of a session.


Your appointment time is reserved just for you. As a courtesy, we provide our patients with appointment confirmations and reminders via email and text message.


Last minute cancellations and missed appointments are frustrating and costly for everyone as they result in a direct income loss to your therapist when an appointment time has been reserved and then canceled at the last minute or missed and creates an increased stress on our administrative team to try and fill the appointment last minute. To make changes to your scheduled appointment, please contact us by phone at 905.430.2183 or email: bookings@whitbymassage.com at least 24 hours prior to your appointment to avoid a cancellation fee being charged to your account.

Last Minute Cancellation Fee


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

No Show (Missed) Appointment Fee


100% of the cost of the
missed appointment.

We understand that due to sudden illness, extreme weather, and unexpected emergencies, you may not be able to give us 24 hours notice and in those rare circumstances we may agree to reduce our cancellation fee when we are provided with prompt notice. Please note however, that situations such as being called into work or childcare issues are not considered an emergency. If you have unique work/life demands that may affect your ability to honour our cancellation policy, we would be happy to speak with you about other booking options which may suit your lifestyle better!

 

Note: In the case of one of our therapists calling in sick, injured or experiencing a family emergency, we will do our very best to give you as much notice as possible and to arrange for an alternate appointment time with another therapist or your regular therapist as soon as possible.

Late Appointment

Please arrive early to your appointment to allow yourself time to use the restroom and fill out any missing paperwork. Out of respect for the patient(s) scheduled after your appointment, we are unable to accommodate a time extension to the appointment if a patient has arrived late. You will be required to pay for the full fee of your scheduled appointment. Patients arriving with less than 30 minutes remaining in their appointment time will forfeit the appointment and the appointment will be considered a missed appointment.

Appointment Reservation Policy

Please be prepared to provide a credit card over the phone when booking your appointment. We require a valid credit card to be securely stored on file to reserve all appointments. Our system encrypts your credit card information as soon as it has been entered, so you can feel confident that your information is kept strictly confidential and can not be misused. Your card will only be charged if:

  • There is an outstanding balance remaining from a portion of your treatment NOT reimbursed to us by your extended health care insurance company.
  • Fees for last minute cancellations and missed appointments. Please refer to our Cancellation Policy above.

Comfort Level During Treatment Policy

If at any time during the treatment you are not completely comfortable, whether it is the pressure of the massage or the volume of the music, simply let your therapist know. This is your time and your therapists are there to make sure your experience is everything that you want it to be.

Zero Tolerance Policy

Please treat our staff with the same respect you would expect to receive. There is no excuse for abuse. Any aggressive or abusive behaviors to our staff will not be tolerated and will result in the discharge of the patient from our clinic.

Sexual Abuse / Misconduct

Sexual abuse or misconduct of any kind is unacceptable. Illicit or sexually suggestive remarks, advances or gestures will result in the immediate termination of the session. The patient will be responsible for the full appointment fee, immediately banned from the clinic and the predatory behavior will be reported to the authorities.

Verbal Abuse

We aim to handle every situation involving upset patients in a calm and respectful manner. Our staff have the right to come to work without the fear of threat, intimidation, harassment, discrimination or abusive behaviors from patients or their relatives.

Receipt Policy

In compliance with provincial regulations, receipts will only be issued when money for service is exchanged. If your loved one has massage coverage, we suggest that instead of paying us ahead, you simply book their appointment and make arrangements to pay the same day of that appointment.

  1. The name on the receipt will be the same name as the person receiving the treatment
  2. The date of the receipt will be the same as the date that the treatment was performed
  3. The amount on the receipt will be the same amount as the fee for services performed
  4. Any re-issue of a receipt will say COPY
  5. If Modalities other than massage are performed that modality will be written on the receipt
  6. Any receipt supplied for payment of cancellation fees will clearly state "No Show Appointment Fee, or Last Minute Cancellation Fee."
  7. When a credit or gift certificate is purchased, the name on the receipt will be the name of the person who is purchasing the credit and will read "gift certificate purchased"

Direct Billing to Insurance Policy

If you have private insurance coverage, we may be able to submit your claim to your insurance company on your behalf. In most cases we get paid directly by your insurance company, so you don’t have to worry about paying out of pocket. Please check with your insurance provider to see if this is an option available for your plan.

Important things to keep in mind when using direct billing

We cannot always guarantee that your claim will go through. If we are unable to submit your claim:

  1. You will be required to pay in full for your appointment
  2. If the direct billing portals are not working, we may be able to submit your claim when they are back up and running. We will charge the credit card on file for any outstanding balance remaining that is not covered by your plan.

Every insurance policy is different. Due to confidentiality, insurance companies will not share information with us about your specific coverage.

 

In MOST cases, we are only able to submit to your primary insurance coverage. The only exception to this is if your secondary insurance coverage is through Green Shield Canada.

 

To avoid surprises, we strongly encourage you to call your insurance provider & find out the details specific to your company’s plan.

Clinic Environment

Peace & Quiet

Whitby Massage Therapy & Wellness promotes a calm, quiet & tranquil atmosphere to respect patients in varying levels of relaxation during their appointments. Please ensure your mobile device is switched to silent before arrival & refrain from using it while in session.

Removal of Outdoor Footwear

We request that patients entering our clinic remove their outdoor footwear to prevent allergens and contaminants being tracked into our treatment rooms. We provide you with clean slippers that are laundered after every use.

children

To ensure safety of children & for the consideration of other patients in session, it is requested that alternate arrangements are made for children while attending your appointment. Patients under the age of 12 are to be accompanied by an adult for the duration of their appointment & all massage therapy clients under 16 yrs of age require a parents written consent for treatment.

Privacy Policy

Respecting your privacy is important to us; We are committed to safeguarding your privacy online. We have posted this privacy policy to help you understand how your personal information will be treated when you use our services. This policy may change from time to time, so please check back periodically.


Information collected via this website is limited to what we need to provide you with the best possible service available anywhere. It will not be sold, or rented to any individual, group, corporation or agency. Release of your information occurs within our clinic only when we have your consent; or when it is required to deliver a requested service to you; or where we are required or permitted to do so by law.

Email Address and Contact Information

When you send us an e-mail or when you request an appointment with us, we acquire your email address. We use your email address to acknowledge your appointment request and/or reply to your questions, and we may store your communication and our reply in order to provide you with a high level of client support.

Booking Services

When you book appointments through our website, we collect and store information about you necessary to complete your booking and to ultimately provide you with the requested services.

Tipping and Discount

Registered Massage Therapists are a Regulated Health Profession, along with doctors, nurses, dentists, physiotherapists, and chiropractors. Tipping is NOT expected and is left to the clients discretion. Please know the best way to "tip" us is to refer your friends and family!

      As a regular health professional we do not offer "discount" services. We do however have monthly draws to win a one hour session of your choice. Your name will be entered into the draw when you;

  • Like us on Facebook
  • "Check in" on Facebook when you visit the clinic
  • Refer a friend to our clinic
  • Write a review on the clinic or your therapist on our GooglePlus page
  • You may pay by debit, MasterCard, VISA, cheque or cash