Why do you require a credit card to book an appointment?

A credit card is required to secure your appointment. This spot is reserved specifically for you. If patients don't attend their scheduled appointment, this leaves a hole in the therapist's day that they are not paid
for. From past experiences, unfortunately some people don't respect their therapist's time if they know we can't charge them for missing their
appointment. This is why many health practitioners are now requiring a credit card to be on file to book appointments.

How is my credit card information stored?

We use a booking and scheduling software called Jane. After your credit card information is entered into our system, we are unable to see the entire card number (which means no one would be able to use your card fraudulently). We are, however, able to charge your card through our booking system which uses a third part to process card transactions.

Click here to read more about what Jane does to keep your information safe.

Can you bill my insurance company for my massages?

Most of our therapists are able to bill all the major insurance companies. Please contact us if you would like to ask if your therapist is able to bill your specific insurer. Some plans, however, don’t allow a third party to bill directly for you. In this case, you would pay us directly and submit your receipt to your insurer yourself. You are responsible for paying for any remaining amount that your insurance does not cover. Please refer to your benefits provider to discuss your coverage and limits for massage therapy.

Please note: Donggi Seo and Hong Kim are the only practitioners who direct-bill to ICBC.

We do not provide treatment for WCB claims.

Do I need to have an injury to receive massage therapy or acupuncture/cupping?

Absolutely not! Massage therapy and acupuncture/cupping are beneficial for so much more than just injury rehabilitation. It is beneficial to receive these treatments, even just to relax.

Is a doctor’s referral required to receive treatment at your clinic?

We do not require you to give us a doctor’s note unless your insurance plan requires it. Please check with your insurance provider to see if they require you to have a doctor’s referral to receive massage therapy.

Are all of your practitioners qualified?

All of our practitioners are registered in British Columbia (except for our student therapists who are currently completing their training.) In order to be registered, there is a required amount of schooling that needs to be completed, and board exams need to be passed. Furthermore, Registered Massage Therapists and Acupuncturists are also required to complete a certain amount of continuing education courses per year in order to keep their registration in good standing. Our governing body also performs criminal record checks regularly.

What is your cancellation policy?

We require 24 hours notice to cancel or reschedule your appointment. Please let us know as soon as possible if you are sick or unable to come to your appointment. If we don’t receive adequate notice, or if you no-show your booked appointment, you will be charged the full cost of the massage therapy session that you booked. We understand this can be frustrating, but your spot is reserved specifically for you. If you don’t give adequate notice for the therapist to fill your spot, this creates a hole in their day that they are not paid for. We will respect your time, and ask that you respect ours as well. If you are late, your massage will still have to end at it’s scheduled ending time (this means your treatment may have to be shortened). We do this because we can’t cut into our next patient’s appointment time. We appreciate your understanding.

Why do I have to fill out an intake form?

Registered Massage Therapists and Acupuncturists in BC are required to obtain information from our patients prior to commencing a massage therapy session. Your health history is required for your practitioner to ensure that your treatment is safe and effective for you and to properly formulate a treatment plan.

If I book a 60 minute appointment, is that 60 minutes of hands-on treatment?

As advised by our governing body, the length of the treatment includes the time it takes for your intake, assessment, getting on and off the table, and any reassessment or homecare. For more complex cases (such as injuries or motor vehicle accidents), more time will be required for a thorough intake, assessment and reassessment. New patients will also require more time for the intake and assessment portion of your appointment. Our intakes and assessments are done to ensure your treatment is safe and effective for you, and for your therapist to create an appropriate treatment plan for you. This is required of us by our governing body and isn’t optional. We will, however, do our best to get as much hands-on time in as possible during your visit.

I have no injuries, I just want to relax. Why do I have to fill out an intake form and go through an assessment?

We appreciate that you just want to relax. However, it is still required that Registered Massage Therapists in B.C. have their patients fill out an initial intake form as well as conduct a thorough assessment and treatment plan. We are also required to have adequate chart notes and keep a record of all of your visits. This is an obligation that we have to follow and it isn’t optional. This is also for your benefit, so the massage therapist can ensure your treatment is safe and effective for you. However, we will always do our best to get as much hands-on time in as possible.

Is it customary to tip my massage therapist?

This is a common question and we never want people to feel awkward or uncomfortable. Registered Massage Therapists in BC are health-care professionals. We are governed by a regulatory body (a college), just as physicians, dentists, chiropractors, physical therapists etc. are governed. We often joke with patients that if you wouldn’t tip your dentist, then you shouldn’t tip us. Essentially, we are providing health care for you and we don’t accept tips. (However, the tipping standard may be different in spa settings, but we are not a spa environment). If you are really happy with your therapist and/or our clinic, the best compliment we can receive is you referring your friends and family to us. We also appreciate when patients leave reviews on our google business listing.