top of page
Leaves
Leaves

Patient Information

At Velvaere Massage Therapy, we deeply value each of our patients and are committed to providing care that is focused around your individual needs and well-being. Our Patients are at the heart of everything we do. Below, you’ll find our clinic’s policies and procedures, as well as what you can expect during your visit. We also outline what we kindly expect in return to build strong therapeutic relationships. 

Initial & Subsequent Visits

​If this is your first visit to our clinic, your appointment will begin with an intake interview with your practitioner. This is an opportunity for us to discuss your health history, current concerns, and treatment goals in detail. Together, you and your practitioner will develop a personalized treatment plan that supports your well-being and aligns with your specific needs.
 

Upon Booking, you will receive two forms via email: a Medical History Form and an Extended Benefits Form. Please complete and return these forms before your appointment to help us prepare for your care.

Subsequent visits will also include a brief intake interview at the beginning of each session. This ensures that each treatment remains goal-oriented and tailored to your current condition, symptoms, and preferences.


Your appointment time is reserved specifically for you, please arrive at the time scheduled to keep everyone on track.

​

BEFORE BOOKING: We do NOT accept WSBC or ICBC patients. Please visit the RMTBC Website to find an RMT who is able to take you on as a patient.

 

Direct Billing

We currently offer direct billing to Pacific Blue Cross and most Telus E-Health insurers.
 
Many insurance plans provide coverage for osteopathy and registered massage therapy, although coverage can vary. While we are happy to assist with direct billing whenever possible, insurance plans vary, and coverage is not guaranteed.
 
Ultimately, patients are responsible for the full cost of their treatment in the event that a claim is denied or only partially covered.

Osteopathy treatments cannot be direct billed at this time.

Cancellation and No Show Policy

A minimum of 24 hours’ notice is required to cancel or reschedule an appointment without penalty.

  • If a cancellation is made within 24 hours of your scheduled appointment, a late cancellation fee of 50% of the service cost will be applied to your account for the first occurrence.

  • All subsequent late cancellations, or cancellations made within 4 hours of your appointment time, will result in a full service charge.
     

In cases of illness, we understand that symptoms can arise suddenly. We offer a 4-hour grace period for cancellations due to illness. After that time, the late cancellation policy will apply.
If your appointment is scheduled for early in the morning, please text Hanna directly as soon as possible.
 

No-shows (missed appointments without notice) are subject to a full service charge, as we are unable to fill the appointment time without notice.

​

When booking online, patients are required to secure their appointment with a credit card on file. This card may be charged in the event of a late cancellation or no-show, in accordance with this policy.

Zero Tolerance Policies

We maintain a strict zero tolerance policy for any form of inappropriate, abusive, or unsafe behaviour. Our clinic is a safe, respectful, and professional environment for both patients and practitioners.

Sexual Misconduct

  • Sexual misconduct is strictly forbidden.

  • Any illicit or sexually suggestive comments, remarks, gestures, or advances will result in the immediate termination of the session.

  • Massage or manual therapy will be terminated immediately if a patient makes any sexual advances, requests, or engages in inappropriate discussion, at the therapist's discretion.

  • Manual Therapy, including Massage Therapy and Manual Osteopathic Therapy, is therapeutic in nature and in no way sexual.

  • Under no circumstances do we condone or perform any treatment that is even remotely associated with sexual acts.

Harassment & Verbal Intimidation

  • Intimidating, aggressive, or threatening language will not be tolerated.

  • Verbal harassment or coercion compromises the therapist’s ability to maintain professional therapeutic boundaries and provide unbiased, effective care.

  • Any such behaviour may result in immediate termination of the session and the patient being asked to leave the premises.

Substance Use & Safety

  • Sessions will not be conducted if a patient is:

    • Intoxicated

    • Under the influence of drugs

    • Threatening the safety of the therapist or others

    • Displaying behaviour that poses a risk to themselves or anyone else in the clinic

Clinic Rights & Enforcement

  • Therapists reserve the right to terminate treatment at any time if a patient’s behaviour violates these boundaries.

  • Patients may be asked to leave the premises, and refusal may result in involvement of law enforcement.

  • If a session is terminated for any of the above reasons, the patient will be held responsible for the full cost of the booked appointment, to compensate for the time reserved exclusively for them.

bottom of page