Cancellation Policy

When a Client books an appointment, that time slot is reserved specifically for them and is not able to be reallocated on short notice. Missed or late-cancelled appointments result in unused time that could have been offered to another client waiting for care and lead to increased operational costs. To ensure fairness and help keep service costs sustainable for all clients, the following cancellation policy applies to all appointments.

Cancellations (including rescheduling) with less than 48 hours’ notice, or appointments that are missed, 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 automatically, without additional notice.

A mobile appointment is considered missed if the nurse arrives but cannot proceed due to the Client being absent, unwilling, unprepared, 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. Each person is treated as having their own appointment. Reducing the number of individuals in a group booking will be treated as a cancellation for each person removed.

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 prevents timely notice and results in a late-cancelled or missed appointment, the Client may request a one-time waiver of the appointment fees. The Company retains sole discretion to approve or deny any fee waiver or refund request. If the Client chooses to book future appointments after receiving a one-time fee waiver, they acknowledge that any subsequent late-cancelled or missed appointments — including those due to medical or personal emergencies — will be charged in full.

To cancel an appointment, the Client must call the Company at 250-986-3668 and either speak with a staff member or leave a voicemail clearly stating their full name, the date and time of the appointment, and that they are canceling it. We are only able to accept cancellations by phone. Messages submitted by email, text, or any other method may not be received in time and will not be considered valid.

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