When you book an appointment with us, you are making a commitment, not just to your own health and wellness, but to the practitioner who is dedicating their time and expertise to care for you.
Living and operating in busy mountain tourist towns of Banff and Canmore comes with unique realities. We know road conditions can change unexpectedly, parking can be a challenge, work schedules shift, and life happens. While we completely understand these circumstances are often out of your control, how they are handled is within your control through timely communication.
Here is a look behind the scenes at why our cancellation policy exists, how our practice operates, and why your choices and communication matter so much to us.
Respecting Our Practitioners’ Time and Income
Our practitioners are highly skilled professionals who pour incredible energy, physical focus, and care into every treatment. To ensure they give you their absolute best, most of our practitioners treat only 4 clients a day. This work is physically demanding! Our practitioners are only paid when they are actively treating a client in an appointment, a last-minute cancellation or missed appointment directly impacts their livelihood: one missed session means a loss of 25% of their income for the day.
Just as our therapists hold themselves accountable to arrive early, prepare the space, and be fully present for you, we ask our clients to hold themselves to that same level of accountability when reserving a time slot.
Considering Other Clients in Our Community
When a spot is held, it isn’t just unavailable to you, it is unavailable to someone else who might be dealing with acute pain or desperately seeking care.
When we receive notice late in the day, for example, waking up feeling unwell in the morning but waiting until 4:00 PM to let us know about a 6:00 PM appointment, it eliminates any chance we have of filling that opening. Giving us as much notice as possible allows us the opportunity to offer that time slot to another client in need.
How to Reach Us (We Operate Without a Receptionist!)
To keep our environment calm, focused, and intimate, we operate without a front-desk receptionist. Because our team is usually in treatments with clients, we cannot always answer the phone live, but we do check the voicemails often!
To help us manage changes smoothly:
- Leave a voicemail: If you call, please always leave a detailed message. Attempting to call without leaving a voicemail means we won’t know you tried to reach us.
- Send an email: Emailing us is often the fastest and clearest way to communicate schedule adjustments or questions.
Our Official Cancellation Policy
When you book an appointment, you are agreeing to the following policy:
Your appointment time is reserved specifically for you. Late cancellations or missed appointments leave gaps in our practitioners’ schedules, resulting in lost income for the practitioner and lost opportunity for other clients. Therefore, we require a minimum of 24 hours’ notice for any cancellations or changes to your appointment.
- Cancellations or changes made with less than 24 hours’ notice will incur a charge equal to 100% of the appointment cost.
- Cancellation fees cannot be billed to insurance and will be charged to the credit card on file.
- Our cancellation policy is outlined on our website, in reminder emails, and on the health intake form.
- Clients with multiple late cancellations or failed payment attempts may be required to prepay for future appointments or book directly by phone.
A Shared Commitment
We understand that a strict 24-hour cancellation policy isn’t the right fit for everyone, and that’s okay. We share this openly so you can make an informed decision when booking with us.
When you choose to book an appointment, you are choosing to support a culture of mutual respect, clear communication, and accountability. We appreciate your understanding, your cooperation, and your continued support of our team!
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