Frequently Asked Questions


What are your Covid-19 Safety Policies?

As Regulated Health Care Professionals, all such disciplines are mandated by the Ministry of Health & corresponding colleges, to protect the public & maintain high standards of safety in practice. Pandemic or not. 
It is also our responsibility as members of society to keep ourselves & our community healthy especially in such high risk times. 
Our pandemic mandates apply to patients attending & staff. 
All patients & staff are screened to assess & document risk factors in an effort to provide a safe, low risk, stress & anxiety free space to work & attend for care. 
✔️Prescreening E-Questionnaire 
✔️Appointment Day Verbal Screening 
✔️Temperature Status
✔️Mask Mandate
✔️Heightened Sterilization Procedures 
✔️Streamlined + Safe Distanced Appointment Procedures (must be screened to enter/door is locked)
✔️Automated Bookings, Electronic/Contactless Payments + Receipts
The screening process is necessary & questions are considered in combination to determine all risk levels. Being vaccinated does reduce risks however we cannot refuse treatment for patients who choose not to vaccinate. We respect choice & provide a choice to attend our facility based on strict safety protocols. We do not discriminate & will not encourage a divided perspective. 
Vaccinated or not vaccinated, patients & staff are permitted to attend ONLY if asymptomatic, cleared of the screening assessment & if willing to comply to all of procedures & safety protocols. Patient & staff healthcare information must remain private & secured within our guardianship under the Personal Health Information Protection Act (PHIPA). Requesting to book with a therapist under specific vaccine status is not an option & goes against our standards of practice. 
We are proud to be a covid free health care facility, safely operating since reopening during the pandemic in July of 2020. 
We hope to continue & look forward to providing safe, compassionate & effective care for everyone.

Where are you located?
Our water front clinic is located along the canal in one of West streets historical brick buildings at 222 West Street.
We are on the the 1st block of West Street, just steps from the Clarence Street bridge.
For your convenience, we are directly across from free parking.

What is included in my Reserved Appointment Time?
Your appointment time includes all professional services offered as part of a private registered massage therapy practice.
Your therapist will coordinate all of the following required services within the duration of time you have reserved;

Pre & Post Change/Down Time
Hands on Treatment Time
Home Care Recommendations/Review
Required Clinical Charting
Administration/Direct Billing/Payment (may be processed in advance yet on the date of appointment)

Appointments are typically scheduled back to back and a 15-30min block of time is reserved in between sessions, to allow for a necessary physical break for the therapist along with additional required practice duties. Quality of the hands on portion of your appointment time is never compromised by the clock, however adjustments are made accordingly when potential scheduling conflicts arise.
Hands on Treatment Time is approximately 80-90% of the appointment time, depending on the structure of each appointment & in accordance with our required standards of practice.  


What is your Cancelation Policy?
Please understand that our therapists earn income based on a schedule of appointments as opposed to an hourly rate. Due to the high physical demand of providing massage therapy treatments, a limited number of appointments are reserved daily. Therefore, if an appointment is missed or modified without sufficient notice, it creates a list of inconveniences & financial loss for the therapist, the clinic & also prevents other patients in need of care the opportunity to book in sooner.

24+hours advance notice is required, allowing time to adjust the schedule in order to maintain the maximum number of bookings per day. Failing to provide notice will result in an automatic policy charge of 100% of the fee.
Consideration of emergency circumstances will potentially transfer the charge to a credit on account, which can be applied to a rescheduled appointment however this one time courtesy decision is at the discretion of the corresponding therapist & management. 
Sending someone in your place is appreciated & may avoid a charge.
We work diligently to maintain a schedule that suits everyone's busy & constantly changing lives. Policies are in place to maintain our focus on your care, to provide quality services, optimal availability & many conveniences for each customer.
We thank you for consideration of our time.

Do I need a credit card to reserve an appointment?

Yes we do require a valid credit card secured to your password protected, confidential patient account in order to reserve appointments. Payment for a reservation is required on the day of service or for missed appointments without providing sufficient notice. 
We accept electronic, contactless payments by Credit Card, Advanced Debit Card or Direct Insurance Billing, EMT/Electronic Money Transfer or Exact Enclosed Cash Amounts and Hands on Health Gift Certificates.
ALWAYS add in appointment notes or call to provide gift certificate codes for payment in advance.

Please note the initial appointment fee is retained as a credit until arrived on the day of the reservation. Should a cancellation be requested prior to arrival, a refund is provided by request, less the 3% processing fee. Otherwise, this processing fee is absorbed when services or purchases are provided. 

What is your policy on lost or stolen gift certificates?
Gift certificates are to be treated as cash & cannot be replaced if lost or stolen. The bearer of the gift certificate is completely responsible for the loss or theft as Hands On Health cannot replace gift certificates.

How can I apply my gift certificate?
Gift certificates have no expiration date however it is suggested that you redeem your gift within the same calendar year upon receiving it. The dollar amount on the card can be applied to any service we offer regardless of the intended service upon purchase. 
ALWAYS add in appointment notes or call to provide gift certificate codes for payment in advance.
There are no refunds provided for gift certificates
*Receipts for massage therapy services paid with a gift card, must be issued with payment clearly marked as such.

What should I wear to my appointment?
Kindly remove your shoes upon arrival promoting clean & quiet steps throughout the clinic.
Traditional massage therapy techniques are applied directly to the body with oil or lotion. Patients may disrobe in private and remove what is within their own comfort level, before covering up with linens on the treatment table. Following the agreed protocol, only the area to be treated is uncovered and secured linen draping techniques are applied to ensure optimum comfort level is achieved for full benefit from care.

Do you offer Direct E-billing?
Direct electronic billing as an additional complimentary service offered within your reserved appointment time.
Services with the protected terms of Massage Therapy in the description, fall under the scope of massage therapy & can be claimed on your extended healthcare benefits plan.

A valid credit card secured onto your profile is still required to take advantage of our complimentary direct billing services.

Please check with your provider to learn if your plan allows us to direct bill for you. We are not privy to detailed plan information, therefore it is recommended that you provide the following details within your intake forms prior to your visit;
  • *the amount or percentage payable per massage therapy claim
  • *massage therapy coverage allowance per year
  • *plan cycle or renewal date
  • *does your plan require a doctors note to initiate claims/per year or per claim?
  • *the direction of payment on claims (clinic or member)
  • *does your plan have a deductable?

Your direct billing massage therapy claim is submitted on the day of service. If payment is not approved by your insurer for any reason, another method of payment is required and an electronic receipt will be provided to you containing all information required for an alternative reimbursement process.

What information do you require from me?
Standard health history & contact information is required for all first time visitors. This information remains secured to confidential patient accounts & under PHIPA guidelines will not be released without patient consent. Medical information will assist therapists in providing safe & beneficial treatment. All patients have log in access to thier own accounts and the documents related to treatments, insurance claims and appointment history.

What can I expect from my first massage?
For those of you considering your first massage treatment, an initial visit can be intimidating. This is understood and additional consultation time is alotted to discuss any questions or concerns you may have. We are in this field to make a positive difference in your health care. We will listen and provide customized care that makes you feel comfortable and pleased with your decision to choose professional care at our clinic. Each patient is well informed & every effort is made to create a comfortable, trusting environment. Feel free to submit any questions or concerns.



    Massage Therapy is recommended for & can effectively treat the following...

    Muscle Tension, Strain/Sprain & Spasm
    Migraine, Tension, Cluster Headaches
    TMJ Syndrome
    Sciatica / Pseudosciatica
    Spinal Disc Herniation
    Tendonitis /Carpal Tunnel Syndrome
    Plantar Fasciitis
    Tennis/Golfers Elbow
    Adhesive Capsulitis/ Frozen Shoulder
    Post Surgical Rehabilitation
    Pregnancy & Labour Support
    Postural Disorders
    Torticollis/ Wry neck/ Whip Lash
    Insomnia/Depression/Stress Disorders
    Chronic Fatigue Syndrome
    Diabetes / Circulatory Dysfunction
    Cancer Support Treatments
    Many other symptoms & conditions


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