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Our goal is to ensure you are successful in your rehabilitation.

We know this can be a bit of an awkward topic to discuss, but it’s important! To get the best results, attending your appointments is key.

We put 💯% of our effort into your rehabilitation, so we hope to get 💯% commitment. The time in our schedule is for you, so we ask that you make every effort to keep and attend your appointments. If you don’t show up or cancel at the last minute, it not only affects your recovery, but it also leaves an unpaid gap in your therapist’s schedule. And more importantly, it means someone else who needs help can’t get it or will have to wait longer.

But we aren’t heartless robots! 🤖 We know life can be crazy and unexpected things will happen that get in the way of medical appointments. So in some cases, we can waive the fee. But if you cancel a lot or regularly miss appointments, you’ll need to pay any charges before you can book more.

It’s also worth knowing that it’s common for pain to fluctuate during a treatment plan. It can be hard to get things done when your pain is worse, but if you can, it’s a good idea to keep your appointment. We always have ways to help with the pain as well as provide guidance! And the same goes for when you’re feeling a lot better. Keeping your appointment can help ensure you reach full recovery and help prevent or lessen future pain episodes 👍


We know these policies are in multiple locations on our website, but here they are once more with feeling:

  1. We require at least 24 hours’ notice (48 hours for Chris Lamb‘s clients) to change or cancel an appointment. Clients who do not attend a scheduled appointment or who change/cancel their appointment within 24/48 hours of the scheduled appointment will be responsible for 50% of the appointment fee for private pay sessions, $45 for ICBC sessions, and the full user fee for MSP sessions. This charge cannot be billed to insurance providers and must be paid on or before your next visit.
  2. If you are late for an appointment, you will be seen as soon as possible, and for the length of time remaining in your appointment. We may be able to spend a few extra minutes with you, but this will depend on your therapist’s schedule. It may also mean we need to cancel and reschedule your appointment and a late cancel fee may be charged (as stated above) at the discretion of your therapist.
  3. For WorkSafeBC and ICBC insurance clients, we are obligated to inform your claims adjuster of any missed treatment sessions.