Cancellation Policy

When a Client books an appointment, that time is reserved specifically for them and cannot be reallocated on short notice. Missed or late-cancelled appointments result in unused time that could have been offered to another Client. To ensure fairness and keep service costs sustainable for all Clients, the following policy applies. By scheduling an appointment, the Client acknowledges and agrees to these terms.

Notice Period: Cancelling or rescheduling an appointment with less than forty-eight (48) hours’ notice before the scheduled appointment time, or missing an appointment, will result in a charge of the full appointment rate per occurrence. The Client’s payment method on file will be charged, or an invoice issued, without further notice. Reducing the number of Clients in a group booking is considered a cancellation for each Client removed and is subject to the same charges and notice requirements.

Definition of “Missed” Appointments: A mobile appointment is deemed missed if the nurse arrives but cannot proceed because the Client is absent, unwilling, unprepared, access is not provided, or for any other reason reasonably within the Client’s control. For Clients residing in care facilities, an appointment is deemed missed if the Client is not in their room or other designated care area at the scheduled appointment time and is unavailable to begin care. For clinic appointments, an appointment is deemed missed if the Client arrives more than fifteen (15) minutes late or does not arrive.

Method of Cancellation: To cancel an appointment, the Client must call the Company at 250-986-3668 and speak with staff or leave a voicemail stating the Client’s full name, appointment date and time, and a clear cancellation message. Cancellations by email, text (SMS), or other methods are not accepted. The time of cancellation will be determined by the timestamp of the voicemail received.

Waivers & Exceptions: The Company will review refund requests in good faith and may approve or deny them at its sole discretion. As a general rule, refunds are not granted for late-cancelled or missed appointments due to non-emergency reasons, including but not limited to scheduling conflicts, transportation issues, or forgotten appointments. If emergency circumstances prevent timely notice, the Client should contact the Company as soon as reasonably possible to request a refund.