Policy

Cancellation & No-Show Policy

We value your appointment here at Primera Therapy and trust that you do too. For this reason, our clinic requires a minimum of 24* hours notice for appointment cancellation or rescheduling. A penalty fee of $50** will apply to any no-show, last minute and late cancellation of all appointments. This is a courtesy to both clients awaiting appointments and to our clinic.

There are only a few exceptions where the cancellation fee can be waived:

1. A medical emergency or accident requiring urgent professional treatment,

2. An absolute family emergency, or

3. A natural disaster or weather-related circumstances (such as heavy snowfall).

**Please note that penalty fees cannot be billed to ICBC or your extended health insurance as they do not cover late cancellation or no-show fees.

Late Arrival Policy

In the event of running late for your appointment due to unforeseen circumstances, we ask that you call to inform us ASAP so we can do our best to accommodate you. Appointment times are reserved for each client, so we cannot exceed that reserved time without making the next client late. As a result, arriving late may result in loss of time from treatment session. Full service fees will be charged even when sessions are shortened due to late arrival. If upon discussion with the treating therapist, the scheduled treatment session cannot be conducted due to lateness, you will be charged the full session price.