Clinic Policies & Guidelines

To ensure your appointment is secured and to streamline our booking process, new clients are required to provide a valid credit card during online registration. This allows us to hold your spot while you confirm your attendance. We handle your payment information securely and only charge your card in accordance with our cancellation policy.

Returning clients whose information is already on file have the flexibility to book directly by phone. This personalized service acknowledges your trust in us and helps us get to know your preferences and health needs better.

For Registered Massage Therapy (RMT) sessions, we utilize a secure digital intake and consent form system that you can conveniently complete online before your appointment. When booking, simply provide your email address, and we'll send you a link to the forms. Completing these in advance allows us to minimize check-in time and ensures our therapists have comprehensive health information to customize your treatment plan effectively.

Your health and safety are our top priorities. If you present with symptoms or conditions that may contraindicate massage therapy (such as fever, active infections, or recent injuries) our team will compassionately work with you to reschedule your appointment for when we can provide you with the safest and most beneficial care possible.

If you have insurance coverage for massage therapy and would like to take advantage of direct billing, simply let us know when booking your appointment. We handle direct billing for clients regardless of whether it's your first visit or you've recently switched insurance providers. Direct billing simplifies your experience, you pay only any out-of-pocket amounts, and we submit your claim directly to your insurance company.

To facilitate direct billing, please plan to arrive 10 minutes early on your appointment day so we can complete our Direct Billing Consent Form together. This ensures all necessary documentation is properly submitted and speeds up your claim processing.

For facials, acupuncture, physiotherapy, chiropractic care, cosmetology treatments, and wellness packages, we ask that new clients arrive 10-15 minutes early on their first visit. This additional time allows us to complete thorough intake and consent forms, which are essential for understanding your health history, goals, and any special considerations.

This initial assessment ensures that our practitioners can provide you with personalized, safe, and effective treatment from your very first session. Returning clients are welcome to arrive at their scheduled appointment time.

Your health and well-being are paramount to us. If you are pregnant, have recently undergone surgery, have known allergies, or live with health conditions such as epilepsy, cancer, cardiovascular conditions, or other significant medical concerns, we ask that you consult with your healthcare provider first to ensure our services are appropriate for you.

Please inform us of any medical conditions, recent surgeries, or health concerns at the time of booking. This transparent communication allows our experienced practitioners to modify treatments, recommend alternative services, or coordinate with your healthcare team to ensure you receive the most beneficial and safe care possible.

Our online booking policy requires a credit card to be held on file to secure your appointment. No charges will be made at the time of booking. By booking, you agree to the following terms:

You may cancel or reschedule your appointment at no charge if you provide at least 24 hours' notice before your scheduled time.

Cancellations made within 24 hours of your scheduled appointment time may incur a charge of 50% of the service cost. This charge is handled on a case-by-case basis depending on your situation.

If you do not arrive before your appointment end-time, the full cost (100%) of the scheduled service will be charged.

Rescheduling requests made within 48 hours are subject to availability based on our current schedule. Rescheduling requests made within 4 hours of your original appointment start time may incur an additional rescheduling fee.

By providing your credit card information during booking, you authorize Viva Wellness & Rehab Centre to charge the stored card for any applicable fees resulting from late cancellations or no-shows as outlined in this policy.

Group bookings require 48 hours notice to cancel or reschedule. Otherwise, 50% of the total booking fee will be charged.

We understand that life can be unpredictable. If you experience a genuine emergency and need to cancel your appointment, please contact us immediately. We will carefully review your situation and work with you on a case-by-case basis.

We maintain our scheduling policies to ensure that all our clients receive the high-quality care they deserve and that our dedicated staff can manage their workload sustainably. We appreciate your understanding and cooperation in helping us serve our community effectively.

We value your time and want to ensure you have a complete, unhurried experience during your appointment. Arriving on time allows our practitioners to provide the full duration of your booked service and helps maintain our efficient schedule for all clients.

We'll make every effort to accommodate late arrivals when possible. However, if your late arrival impacts the next scheduled client's appointment, we may need to shorten your session while the full booking fee still applies. To help you settle in comfortably, we recommend arriving 10 minutes early for check-in and to relax in our welcoming space.

Your privacy is sacred to us. We are deeply committed to protecting your personal and health information with the highest level of confidentiality. All client records are securely stored using industry-leading security measures and are accessible only to authorized personnel who require the information to provide you with exceptional care.

We fully comply with all applicable privacy laws and regulations to ensure your information is handled with the utmost care and respect. Your health records and session details will never be shared with any third party without your explicit written consent. You can trust that your information is safe in our hands.

Viva Wellness & Rehab Centre maintains a strict zero-tolerance policy toward any form of harassment, discrimination, disrespect, or inappropriate behavior directed toward our staff members or fellow clients. We are unwavering in our commitment to cultivating a safe, inclusive, and respectful environment where everyone feels valued and protected. Any client engaging in such behavior may be asked to leave immediately, and future services may be denied. We genuinely appreciate your partnership in maintaining our positive, welcoming community.

All massage therapy sessions are strictly professional and therapeutic in nature. Any suggestive statements, inappropriate requests, or non-consensual actions will result in the immediate termination of the session, and the full session fee will be charged. We take these matters seriously and will not hesitate to involve law enforcement if circumstances warrant it. Your cooperation helps us maintain the professional integrity our practitioners deserve and our clients expect.

Price Updates: All prices are subject to change with 15 days' notice. We will communicate any pricing adjustments to our clients in advance.

Taxes & Gratuities: Prices listed on our website do not include applicable taxes or gratuities. Taxes will be added at checkout, and gratuities are optional and appreciated.

Viva Wellness & Rehab Centre is not responsible for lost, stolen, or damaged items left on our premises. While our facility is secure, we encourage you to take precautions with your personal belongings.

Recommendations: We suggest leaving valuables, jewelry, and expensive electronics at home or storing them securely. If you must bring personal items, please keep them with you or ask our staff about secure storage options. This simple precaution helps ensure your peace of mind so you can fully enjoy your wellness experience.

Complimentary Parking Available: We are delighted to offer convenient, complimentary parking for all our valued clients, so you can enjoy easy access to our facility.

Designated Spots: We have eight clearly designated parking spaces conveniently located near our main entrance for easy access.

Additional Parking: During peak times, additional shared private parking is available at the rear of the lot. Please be respectful and avoid parking in spaces that are reserved for neighboring businesses. This courtesy helps us maintain positive relationships with our community partners.