COVID-19 admin and safety policies

What to do if you are feeling ill or have been exposed to COVID-19

We are asking clients who are feeling ill and/or have potentially been exposed to someone who tested positive to COVID to STAY HOME. Common symptoms of COVID-19 include including cough, fever, fatigue, dizziness and brain fog. For more information about the BCCDC’s recommended time frames for self-isolation, READ HERE.

If you are ill, please contact us to cancel or reschedule your appointment

  • 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

Use the BCCDC COVID-19 Self-Assessment Tool or call the nurses hotline at 8-1-1 if you require further medical advice. For more information, please follow the guidelines from HealthLinkBC.

Please go to the nearest emergency room or call 9-1-1 if you are experiencing shortness of breath, chest pain, confusion or your symptoms are worsening.

The policies listed below adhere to standards of the College of Traditional Chinese Medicine Practitioners and Acupuncturists of BC as well as WorkSafeBC. And we thank you in advance for your patience, these policies are subject to change and will continue to evolve based on public health advisories.


Masking policies

MASKS are still required for entry. If you forget yours we have 2-layer medical masks available for $2.

Due to the nature of our community space + that many of our clients are medically vulnerable and/or of varying vaccination statuses, masking is the simplest measure we can take to protect both clients and practitioners. H&H has has 0% COVID transmission since we reopened May 2020, THANK YOU for continuing to keep our community!

And while a lot of the world, including (sadly) medical facilities, have relaxed protocols, we acknowledge that we live in a different world now. We choose to continue prioritizing the safety of our medically vulnerable staff and clients because very few spaces nowadays do. This is the same reason why H&H continues to mask.


Scheduling, booking & payment

  • Commencing Nov. 1, 2021, clients who arrive 5+ minutes late will be subject to a $2 late fee
  • We don’t always have a receptionist, therefore we keep our front door locked for safety and security. Please arrive 5 minutes before your appointment time.
  • We are appointment-only, please BOOK ONLINE .
    Sessions will be up to 50 minutes to allow for social distancing and maintaining our occupancy limit.
  • We have a waitlist in our online booking system. If you cannot find an appointment time, you can access the waitlist on the BOTTOM LEFT when logged into JaneApp.
  • Our sliding scale is $30-60 for Community Acupuncture | $40-70 for Cupping Therapy (+$10 paperwork fee for NEW clients), pay what you can afford
  • For individuals who qualify for MSP Supplementary Benefits, we bill directly for $23/session and you will be responsible for paying the remaining $12-32 per session to fall within our $30-60 sliding scale. This out of pocket portion of the treatment fee can be paid with debit, credit, cash & cheque.

Cancellation policies

We are accepting cancellations/rescheduling up to 12 HOURS BEFORE your appointment.
Missed appointments or late cancelations (less than 12 hrs notice) will be subject to a $35 fee.

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

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

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.

Be accountable for the timeslot you have booked, as our scheduling is limited.
Help us help you get the acupuncture you need.


Safety & disinfection

These are the procedures we are using for disinfecting our space and ensuring both practitioners and clients are reducing the risk of viral transmission. These policies may be subject to change as things evolve.

  • Our online booking sends a COVID-19 symptom screening survey, please complete this prior to your visit.
  • There will be hand sanitizer and disinfectant wipes available at the Invisible Receptionist so you can disinfect your hands and wipe down the POS machine + pen after your use.
  • We run a HEPA air purifier, HVAC system and ceiling fan to maintain adequate air circulation and sanitization.

COVID Creature-Comfort Acu-Nap Contingencies

Here are a few suggestions that may help you stay warm and enhance your level of comfort, relaxation AND save us from drowning in laundry:

  • DRESS WARMLY, sweaters, vests, scarves are all ways to keep your core toasty
  • Bring your own CLEAN blankets and/or heating pads, hot water bottles (yes, we have a kettle) from home
  • Toques are an option if you want to skip your head points
  • If you are prone to extra chilly feet, we can modify your point combo so you can leave your socks on
  • Headphones or ear plugs to block noise, as all the extra handwashing and talking to one another through our masks does create more background noise
  • Please do not arrive more than 5 minutes before your appointment to minimize the time spent waiting outside as the weather starts cooling off and the days gradually get shorter. To maintain social distancing, it is not possible to let people wait in the lobby.

If you have additional suggestions, feel free to send them to us via our contact form