Cancellation Policies Explained: Protecting Your Care
We want to talk about our cancellation policy — to make sure we fully educate all patients as to why this policy is so important for your care and the care of all our patients.
We keep it simple and ask for 24 hours’ notice if you need to cancel or reschedule. Late cancellations incur a fee of 50%, and missed appointments without notice are 100% of the scheduled appointment fee.
Our schedule is in high demand — sometimes 10 or more people are on the waitlist for a single time slot. When someone cancels last minute, that spot most times more than not, goes unused, and another patient misses the chance to be seen.
Imagine this: you’ve been suffering with shoulder injury and pain for weeks, your unable to book because our schedule is full, however with a days notice you could manage to carve out time in your busy schedule for a massage. You’re on the waitlist, counting the days, hoping for an opening. Then a last minute cancellation (under 24 hours) or missed appointment (patient doesn’t show at all) happens — you are contacted but there simply wasn’t enough notice, so you are not able to fit it into your schedule. If we could all take this perspective when cancelling our appointments, we would be supporting the health and wellbeing of all. This form of courtesy is, in our opinion, the highest form of regard one can have for another.
This is exactly why our cancellation policy exists. Every last-minute cancellation and or missed appointment affects someone else who is ready and waiting for care. By giving proper notice, you’re not only keeping your treatment consistent but also helping other patients access the appointments they need. Our cancellation policy is there to protect this very situation.
This policy is also about keeping your treatment plan on track. Consistency is key — missing sessions can slow progress or interrupt your recovery and ultimately change your treatment plan altogether.
Of course, life happens. Child care drops out, illness, or family emergencies are understandable. That’s why we offer a one-time grace for each patient — a little flexibility for rare, unexpected moments. This grace is tracked per patient, not per therapist, so we can maintain fairness across the clinic. After that, we ask that you let us know as soon as possible — the earlier, the better.
As an added level of care, we have done our very best to make cancelling or rescheduling as easy as possible. Every appointment comes with a confirmation email including a link to reschedule. We send reminders 48 hours before by email, and text if you’ve opted in for the feature. We also send a reminder 24 hours before your appointment — your final opportunity to make changes before any fees apply. Our system is very user friendly, allowing you to change appointments on your end through your patient portal, it is also fully automated to track when messages are received, opened, or bounced, giving you every opportunity to cancel or reschedule successfully. Our front desk reception team is also available to help navigate those changes before your scheduled appointment time.
It’s important to know that the decision to cancel is always yours. As RMT’s we cannot make the decision to cancel for you, unless something comes up on our end. If your therapist needs to cancel, we do our best to give you as much notice as possible - typically 24 hours, baring any emergencies, or we do our best to cover the appointment with another RMT and/or offer more chances to rebook with your RMT in the future.
Real-Life Examples
“I got stuck in unexpected traffic right before my massage.” If you call ahead, we are more than open to waiting for you to arrive for your appointment.
“My child got sick in the morning.” Life happens, and your one-time grace can cover these rare situations. After that, we ask for clear communication so we can manage the schedule fairly.
“I forgot to cancel until the last minute.” Our reminders 48 and 24 hours before your appointment give you multiple opportunities to avoid fees and keep your treatment plan consistent. Making sure you have opted for these notifications is your responsibility.
The cancellation policy protects everyone:
It keeps your treatment plan consistent.
It opens appointment opportunities for other patients.
It helps therapists manage their schedules to provide the care you deserve.
We understand unexpected things happen. We will often make schedule adjustments without any fees and your one-time grace is there if needed.
Conclusion
It’s important to remember that our cancellation policy is a standard practice among clinics and RMTs. Policies like this help foster healthy boundaries between therapists and patients, which is essential for maintaining a professional, safe, and effective care environment. By respecting your scheduled appointments — or giving proper notice when life happens — you’re supporting not only your own recovery but the wellbeing of others who rely on our care.
we strive to create a system that is fair, consistent, and compassionate, balancing the needs of every patient while protecting the integrity of your treatment plan. Following this simple practice is one of the most meaningful ways to respect both your own health and the community of patients around you.
If you have any questions or concerns about our Cancellation Policy please email
admin@totalrecovery.ca
You can find a full copy of our cancellation policy HERE
