We understand that there are times when you must miss an appointment due to illness, an emergency, or obligations for work or family. However, when you do not cancel an appointment with enough notice, you may be preventing another client from getting much needed care. Conversely, the situation may arise
where another client fails to cancel and we are unable to schedule you for a visit due to a full appointment book.

If your appointment is not cancelled or rescheduled at least 24 hours in advance of your appointment time, and you fail to show up for your appointment, you will be charged a cancellation fee for the full cost of the appointment.

Late Arrival Policy

We also understand that delays can happen, however arriving late to an appointment will disrupt the time we have scheduled with other clients booked after you.

If you are running more than 5 minutes late for your appointment, please call us as early as possible to let us know. We will do our best to accommodate you or reschedule you to another time, but in the event that we cannot fit you into our schedule for that day, you may have to forfeit your appointment and pay a cancellation fee for the full cost of the appointment.

Please check your travel journey ahead of time to account for any unexpected events such as train delays/cancellations, road closures, or traffic accidents.

Account Balances and Payments

We understand that life happens and some extenuating circumstances are unavoidable. Therefore, as a graceful gesture we will not charge a cancellation fee for your first missed appointment or late arrival.

Following the first incident, we will charge a cancellation fee for further missed appointments and late arrivals. If you miss more than two appointments, we will require you to pay for future appointments in advance when scheduling. If your account has an outstanding balance, we will require you to clear the balance before booking any future appointments.

If you have questions about your account, you may call the clinic and we would be happy to discuss
different options for you.