Clinic Policy

Cancellation & No-Show Policy

We value your appointment here at Lee’s Physiotherapy Clinic and trust that you do too. For this reason, our clinic requires a minimum of 24-48* hours notice for appointment cancellation or rescheduling. A penalty fee** 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).

Applicable to regular Physiotherapy sessions:

For first breach of the above cancellation policy, a $50 late cancellation fee will be charged. For further breaches thereafter, the full treatment session fee will be charged.

Applicable to Registered Massage Therapy (RMT), Kinesiology, and Women’s Health Physiotherapy sessions:

Full treatment session fee will be charged for every breach of the above cancellation policy.

*Due to the one-on-one nature of RMT, Kinesiology, and Women’s Health Physiotherapy treatment, these sessions require a minimum of 48 hours notice for cancellation or rescheduling. Every breach of the said policy will be charged the full treatment session fee.

**Please note that penalty fees cannot be billed to ICBC, WCB, 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.