Appointments are booked online through the secure Jane booking portal. Clients may view current availability, select an appointment format, complete required forms, and manage eligible appointment changes through their Jane account.

To maintain a highly managed schedule and guarantee practitioner availability, all reservations must be secured with a valid credit card at the time of booking. Your card will not be charged prior to your treatment; it serves strictly to validate and secure your dedicated time block

Telephone and email support are available for accessibility needs, urgent changes to an existing appointment, and general clinic enquiries. Routine appointment requests will be directed to online booking.

Appointment Changes and Cancellations

Each appointment is reserved exclusively for the client and removes that treatment window from availability for others. To maintain fair access to appointments and respect the time committed to each booking, at least 24 hours’ notice is requested when cancelling or rescheduling.

Appointments changed or cancelled more than 24 hours in advance may be managed directly through the secure Jane client portal without charge.

Missed appointments & cancellations made within 24 hours of the scheduled appointment may be subject to a fee of up to 100% of the appointment cost.

Exceptions may be considered for sudden illness, emergencies, hazardous travel conditions, or other exceptional circumstances. Fees are applied reasonably and at the discretion of the clinic.

Cancellation and missed-appointment fees reflect reserved clinic time and are not charges for Massage Therapy treatment. Insurance receipts are therefore not issued for these fees.

Clients with an outstanding cancellation or missed-appointment balance may be required to resolve the balance before booking another appointment.

More than 24 hours before your appointment, please use the Manage Appointment link in your Jane confirmation or reminder email, or sign into your Jane client account.

Within 24 hours of your appointment, please contact Vitalus directly by telephone or email. Please include your full name, appointment date and appointment time. The time the message is received will be used to determine the amount of notice provided.

Do not include personal health information or detailed medical information in a voicemail, text message or general email.

Rescheduling

Appointments may be rescheduled through the secure Jane client portal when more than 24 hours’ notice is provided. Any changes made within 24 hours of the scheduled appointment are considered late changes and may be subject to the clinic’s cancellation policy.

Rescheduling is dependent on current availability. Vitalus cannot guarantee that another appointment will be available within the same day, week, or preferred treatment window.

Repeated rescheduling, including frequent changes made outside the late-cancellation period, may affect future booking privileges or require advance payment where the pattern disrupts appointment availability.

To reschedule within 24 hours, clients should contact Vitalus directly by telephone or email. The time the message is received will determine the amount of notice provided.

Clients are encouraged to arrive approximately five minutes before their scheduled appointment and to complete required intake forms in advance.

Appointments begin and end at the reserved times. A late arrival may reduce the time available for assessment and treatment so that subsequent appointments can begin as scheduled. The full appointment fee remains applicable.

If the remaining time is insufficient to provide safe or appropriate care, the appointment may need to be rescheduled and treated as a late cancellation.

Published treatment fees include applicable HST, and payment is due at the conclusion of each appointment.

We operate on a pay-of-service model and do not offer direct billing to third-party insurance providers. Upon completion of your treatment and payment processing, you will be issued an official medical receipt containing your practitioner's CMTO registration details. This document contains all required regulatory codes to facilitate seamless manual submission for your independent insurance reimbursement.

Official Registered Massage Therapy receipts are issued after payment has been completed. All treatment formats may be submitted to an extended health benefits provider where the client’s plan includes Massage Therapy coverage.

Coverage limits, referral requirements, deductibles, annual maximums, eligibility rules, and reimbursement decisions are determined by the client’s individual insurer and benefit plan. Vitalus cannot guarantee reimbursement.

Clients are responsible for reviewing their coverage requirements before booking and for obtaining any required referral, prescription, or preauthorization.

Cancellation fees, missed-appointment fees, administrative charges, and other non-treatment charges are not eligible for an insurance receipt.

Receipts will not be altered, divided, transferred, backdated, or issued for services that were not provided. Verified administrative errors will be corrected where necessary.

Protecting the health of clients, the practitioner, and the wider clinic community is a shared responsibility. Clients who are experiencing symptoms of a potentially infectious or contagious illness are asked not to attend their appointment. This includes fever, vomiting, diarrhea, new or worsening respiratory symptoms, or any other condition that could reasonably place others at risk. Clients should contact Vitalus as soon as they become aware that attending may not be appropriate.

No client should feel required to attend while knowingly unwell solely to avoid a cancellation fee. When notice is provided before the appointment, illness-related cancellations and other exceptional circumstances will be reviewed reasonably and individually. Depending on the circumstances and the amount of notice provided, Vitalus may waive the fee, reduce it, or apply the amount as a credit toward a rescheduled appointment.

Courtesy exceptions are intended to support responsible communication in occasional and unforeseen circumstances. They are not intended to replace the standard cancellation policy or allow repeated late changes without consequence. Frequent illness-related cancellations, missed appointments, repeated last-minute changes, or failure to provide notice may remain subject to the usual cancellation fee and may affect future booking arrangements.

Clients who are uncertain whether they should attend are encouraged to contact the clinic before arriving. Only the minimum information necessary is required; detailed personal health information should not be included in general email, voicemail, or text communication. If Vitalus determines that an appointment should not proceed because of illness, infection risk, unsafe travel conditions, or another concern affecting safe care, the client will not be expected to attend and the situation will be handled fairly.

Clients may join the Jane cancellation list to be notified when an earlier appointment becomes available. Notifications are sent based on the preferences selected in the client’s Jane account.

Receiving a cancellation notification does not reserve the appointment. Openings remain available on a first-booked basis and must be confirmed through the online booking portal.

Clients who accept an earlier appointment are responsible for cancelling or rescheduling any existing appointment they no longer require. The regular cancellation policy applies to all confirmed bookings.

Vitalus cannot guarantee that a cancellation opening will become available or that a notification will be received before another client books the appointment.iption

Unexpected circumstances may occasionally require Vitalus to cancel, postpone, or modify an appointment. This may include practitioner illness, emergencies, unsafe clinic conditions, building access issues, severe weather, or another disruption affecting the safe delivery of care.

Clients will not be charged when an appointment is cancelled by Vitalus. Any advance payment will be refunded or credited, and reasonable efforts will be made to provide notice and offer the next suitable appointment. Where available, the client may also be given priority for an earlier cancellation opening.

If an appointment can proceed safely with a change to the treatment environment or setup, the client will be informed and may choose to continue, reschedule, or cancel without penalty.

Vitalus will make reasonable efforts to minimize inconvenience but cannot guarantee a specific replacement appointment or reimburse indirect expenses related to the change.