Cancellation Policy

When a Client books an appointment, that time slot is reserved specifically for them and typically cannot be reallocated on short notice. Missed or late-cancelled appointments result in unused time, reduced access for other clients who may be waiting for care, and increased operational costs. To ensure fairness and help keep service costs sustainable for all clients, the following cancellation policy applies to all appointments.

Cancellations with less than 48 hours’ notice, or appointments that are mised will be charged at 100% of the applicable appointment rate. The Company will charge the Client’s payment method on file or issue an invoice for any cancellation or missed appointment immediately and without prior notice.

An appointment is considered missed for mobile visits if the nurse arrives but cannot proceed due to the Client being absent, unwilling, or unable to continue, or due to other factors reasonably within the Client’s control. In care facilities, this includes situations where the Client is not in their room at the scheduled time. For in-clinic appointments, an appointment is considered missed if the Client arrives more than 15 minutes after the scheduled start time or fails to arrive entirely. If the nurse agrees to proceed with a shortened visit under these circumstances, the Client acknowledges and accepts the resulting adjustment in service length.

Please note that rescheduling an appointment is considered a cancellation of the original time slot and the booking of a new one. Similarly, if more than one client is scheduled to be seen, each person is considered to have their own appointment. Reducing the number of clients in a group or family booking will be treated as a cancellation for each individual removed.

Fee refunds will not be granted for non-emergency reasons, including but not limited to scheduling conflicts, transportation issues, or forgotten appointments. If a medical or personal emergency occurs within 48 hours of a scheduled appointment and results in a late cancellation or missed visit, the Client must notify the Company to request a one-time refund of fees. This courtesy is intended for unforeseen situations that genuinely prevent timely notice. If an emergency occurs more than 48 hours before the appointment and the Client or their representative had a reasonable opportunity to notify the Company but did not, no refund will be issued. In all cases, the Company will exercise discretion and assess refund requests on an individual basis.If a missed or late-cancelled appointment was due to an emergency, the Client must notify the Company as soon as possible to request a waiver of fees. Waivers will not be granted for non-emergency reasons, including but not limited to scheduling conflicts or forgotten appointments. The Company retains sole discretion to approve or deny a full or partial waiver request.

To cancel an appointment, the Client must call the Company at 250-986-3668 to speak with us or leave a voicemail stating their full name along with the date and time of the appointment. Cancellations submitted by email, text, or through any other method will not be accepted.

By scheduling an appointment, the Client acknowledges and agrees to the terms of this cancellation policy.