Cancellation, No Shows, & Late Arrivals Policy:

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At Bounce & Balance Therapy, we value your time and strive to provide the best care for all our clients. To ensure we can accommodate everyone effectively, we have the following cancellation and no-show policy:

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1. Cancellations

   • We require at least 24 hours' notice for any appointment cancellations.

   • Cancellations made with less than 24 hours' notice may incur a fee of 50% of the treatment session.

2. No-Shows

   • If you miss your appointment without prior notice, a no-show fee equivalent to the total of the treatment session will be charged.

   • Repeated no-shows may require prepayment to book future appointments.

3. Rescheduling

   • If you need to reschedule, please contact us as soon as possible. We’ll do our best to find a convenient time for you.

4. Late Arrivals

   • Shortened Sessions

     • If you arrive late for your appointment, your session may be shortened to ensure that the next client is seen on time.

     • The full session fee will still apply, regardless of the reduced time.

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Communication

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If you know you will be late, please call us as soon as possible. While we may not be able to extend your session time, advance notice allows us to prepare accordingly.

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We understand that emergencies happen, and we’re happy to discuss any unforeseen circumstances. Thank you for respecting our policy, which helps us provide consistent and timely care for all our clients.

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If you have any questions, feel free to reach out to us at 778-650-0888 or contact@bouncebalancetherapy.ca

 

Payment Policy

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At Bounce & Balance Therapy, we aim to make the payment process as seamless as possible for our clients. To ensure efficient billing, we require all patients to have a valid credit card on file.

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How It Works

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1. Direct Billing: We offer direct billing services to most major insurance providers to help reduce your out-of-pocket expenses.

2. Insurance Coverage: After submitting a claim to your insurance provider, we will notify you of any remaining balance not covered by your plan (e.g., deductibles).

3. Credit Card Charges: Any remaining balance will be charged to the credit card on file following insurance processing.

 

Bodyworker Sessions

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Please note that sessions provided by bodyworkers currently enrolled in massage therapy school are not covered by insurance. These sessions must be paid out of pocket. Payment will be processed using the credit card on file at the time of service.

 

Why We Require a Credit Card on File

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• To streamline payment and minimize administrative delays.

• To ensure prompt handling of balances not covered by insurance.

• To maintain your uninterrupted access to care.

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Privacy and Security

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Your credit card information is securely stored and protected through a trusted payment processor compliant with industry standards. We value your privacy and handle your information with the utmost care.

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Additional Information

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• If you have questions about your insurance coverage, we encourage you to contact your provider before your appointment.

• For declined payments, we will notify you to arrange an alternative payment method.

By receiving care at Bounce & Balance Therapy, you agree to these terms. If you have concerns or require assistance, please reach out to us at 778-650-0888 or contact@bouncebalancetherapy.ca. We’re here to help!

 

Communication Policy

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At Bounce & Balance Therapy, we believe that effective communication is crucial for providing the best care and building strong, trusting relationships with our clients. This Communication Policy outlines our expectations and practices regarding communication between clients, staff, and other involved parties. It is designed to ensure clarity, professionalism, and respect in all interactions.

 

General Communication Guidelines

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1. Clear and Respectful Communication

   • All communication between staff and clients should be clear, respectful, and professional. We encourage open dialogue and expect all parties to be honest, courteous, and considerate in their interactions.

2. Confidentiality

   • We are committed to maintaining the confidentiality of all client information in accordance with applicable privacy laws, including PIPEDA (Personal Information Protection and Electronic Documents Act) and PIPA (Personal Information Protection Act in British Columbia). Any communication about a client’s health or treatment will only occur with the client’s consent, except when required by law.

3. Response Time

   • We aim to respond to all messages, whether by phone, email, or other means, within 48 hours of receipt.

   • For urgent matters, please call us directly. For non-urgent inquiries, email is the preferred method of contact, and we will respond as soon as possible.

4. Preferred Methods of Communication

   • Phone: For urgent matters or to discuss complex issues that require real-time conversation, please call us at 778-650-0888 during business hours.

   • Email: For general inquiries, appointment requests, or administrative matters, please contact us via email at contact@bouncebalancetherapy.ca

   • In Person: For non-urgent matters, you may discuss issues with staff in person during your visit. We strive to ensure that all concerns are addressed in a timely manner.

   • Text Messaging: We may use text messaging for appointment reminders or other non-sensitive communication. We do not use text messaging for discussing confidential health information.

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Appointments and Scheduling

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1. Appointment Confirmation

   • To reduce missed appointments, we will send you a confirmation of your appointment 24-48 hours in advance via email or text. Please confirm your attendance as soon as possible to avoid a missed appointment fee.

2. Appointment Cancellations and Rescheduling

   • If you need to cancel or reschedule an appointment, please notify us at least 24 hours in advance.

   • For cancellations or rescheduling with less than 24 hours’ notice, a cancellation fee may apply as outlined in our Cancellation Policy.

   • If you need to reach us to cancel or reschedule outside of regular business hours, please leave a voicemail or a text, or send an email.

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Patient Information Updates

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1. Health Information

   • It is essential to keep us informed of any changes to your health condition, medications, or treatment preferences. This includes informing your therapist of any new symptoms, injuries, or health concerns before your session begins.

2. Contact Information

   • Please ensure that your contact details (phone number, email address, and emergency contact) are always up-to-date in our system. This allows us to communicate with you efficiently regarding your care or in case of appointment changes.

 

Handling Complaints and Concerns

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1. Addressing Concerns

   • If you have any concerns or complaints regarding our services or communication, we encourage you to discuss them with us directly. Your feedback is important, and we are committed to resolving issues promptly and professionally.

   • You can bring your concerns to your therapist, or you may contact clinic management at contact@bouncebalancetherapy.ca.

2. Escalation Process

   • If your issue is not resolved through initial communication, we have a structured escalation process to ensure that your concerns are addressed in a timely manner. You may request to speak to the clinic’s supervisor or management team for further assistance.

 

Emergencies and Urgent Care

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• Urgent Matters: If you require urgent care or have an emergency outside of our regular hours, please text us at 778-650-0888 or go to the nearest Emergency Department.

• Emergency Contact: We also encourage you to provide up-to-date emergency contact information when appropriate for your care.

 

Social Media and Public Communication

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1. Social Media Interaction

   • We respect our clients' privacy and do not engage in personal communication via social media. Please refrain from discussing private health information on social media platforms. If you have any questions or concerns, we encourage you to contact us directly through secure channels (phone or email).

2. Online Reviews

   • While we appreciate feedback, we ask that any concerns or issues be directed to us privately via phone or email, rather than posting on public forums or review sites. This ensures that we can address your concerns effectively and professionally.

 

Client Expectations

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We ask that our clients maintain clear and respectful communication with our staff and respect the time and boundaries of our practitioners. This includes adhering to our policies on appointments, cancellations, and conduct during treatments.

 

Acknowledgment

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By receiving care at Bounce & Balance Therapy, you acknowledge that you have read and understood this Communication Policy. We are committed to clear and effective communication and strive to provide a positive and respectful environment for everyone.

If you have any questions or require further clarification, please feel free to reach out to us. Thank you for your cooperation!