Client accountability & reiterating our cancellation policies

ByChristina Chan, R.Ac.

COVID case counts are on the rise again. Unsurprising due to this lingering chilly spring and more people out in the world choosing not to mask.

With rising cases comes a rise in short notice cancelations. In recent weeks, on a daily basis, we receive 3-4 short notice cancellations, sometimes with clients calling as little as 15-20 minutes before a scheduled appointment or confused about having to stay home if they are feeling unwell. Compounded by having to operate with a decreased capacity, this is REALLY stressful for our small business.

Heart & Hands provides an important service to the community at extremely affordable rates; however, to ensure that we continue to operate sustainably and continue to offer our $30-60 sliding scale, clients need to be accountable to the time you schedule with us. Pandemic practicing is not for the faint of heart and in order for us to maintain a high standard of care, we need you to do your part in order for us to weather this uncertain time.

Help us help you get the treatment you need. Here are a few things to keep in mind:

  • If you are feeling unwell, STAY HOME.
    If you or someone in your immediate household is ill enough to take a COVID test, you/they are ill enough to stay home, even if the test is negative, no if ands or buts.

  • If it is less than 12 hours before your appointment, contact us ASAP
    (250-590-3185 | heartandhands.acu@gmail.com), so we can cancel your appointment AND leave adequate time for another client to fill your timeslot.

  • Reschedule instead of cancel if your conflict is not illness-related, so you can maintain your course of treatment. We prefer you reschedule online through your JaneApp account or contact us ASAP
    (250-590-3185 | heartandhands.acu@gmail.com).

  • In certain situations, we reserve the right to charge the $35 no show/late cancellation fee, regardless of illness.
    If you wake up feeling ill, but wait several hours before notifying us, often cutting it too close too your appointment time – the practitioner on-shift loses wages + there is not enough time for another client to fill the timeslot. In these situations, you will be owing the $35 fee, which can be paid via e-transfer to heartandhands.acu@gmail.com.

  • Our JaneApp system sends email appointment reminders 36 hours before.
    If you do not use or regularly check your email, please put systems in place to remind yourself of the appointment you have booked.

  • PLEASE NOTE: we always do our due diligence to contact you if you miss an appointment. Failure to follow-up with us will result in your online booking being disabled until your $35 fee is paid.

Reiterating our Cancellation Policies:

We are accepting cancellations up to 12 HOURS BEFORE your appointment.
No shows/cancellations with less than 12 hrs is subject to a $35 fee (for Acupuncture/Cupping) or $10 fee (for NADA).

Exceptions granted to the following unforeseen and/or emergency situations:

  • Illness or accident
  • Personal or family emergencies
  • Childcare conflicts
  • If you have been exposed to COVID-19 or awaiting test results

Up to 12 HOURS BEFORE, you may cancel your appointment via:

  • If it is before 12 hrs of your appointment, we prefer you cancel online through your JaneApp account
  • Email us @ heartandhands.acu@gmail.com (you will get a faster response)
  • Call us @ 250-590-3185, please leave a message if there is no answer

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