Clinic Policy

Credit Card on File

A valid credit card is required to confirm your booking. It's stored securely and will only be charged in these situations:

• At your request, to cover service fees at checkout
• A late cancellation (less than 24 hours' notice)
• A missed appointment ("no-show")
• Any outstanding balance for services already rendered

You can still pay by your preferred method at the appointment. The card on file is a booking guarantee only.

Cancellation Policy

We require 24 hours' notice to cancel or reschedule.

• Less than 24 hours' notice: fee of 50–100% of the service value
• Missed appointments ("no-shows"): same fee applies
• Emergencies happen — contact us as soon as possible and we'll work with you

This policy protects therapist income and keeps appointment slots available for clients who need them.

Late Arrivals

If you arrive late, your session will be shortened to respect the next client. The full service fee still applies. We recommend arriving 5 minutes early, especially for your first visit.

Appointment Time

All appointments include consultation and assessment time within the scheduled session. Complex injuries may require additional assessment, which can extend this portion of your appointment.

Direct Billing and Insurance

We direct-bill many major insurers — but please note a few important details:

• Direct billing cannot be guaranteed. Insurer portals are occasionally unavailable, which can prevent processing at the time of your appointment.
• If a claim can't be processed, payment is required at time of service. We'll provide a receipt so you can submit to your insurer directly.
• Clients are responsible for understanding their own plan coverage and any portion not covered.
• A valid payment method must be on file for any unpaid balances.

Cancellations due to an inability to process insurance fall under our standard cancellation policy and are subject to the applicable fee.

View accepted insurers →

Health and Safety

Your safety — and that of our therapists — is our top priority.

• All clients must complete a health history waiver before their first appointment
• Please reschedule if you are unwell, contagious, or experiencing symptoms of illness
• Therapists reserve the right to pause or decline treatment if it is unsafe, inappropriate, or outside their scope of practice

Minors

Clients under 18 require a parent or legal guardian to complete the online waiver. A guardian may be required to remain in the treatment room during the session.

Gift Cards and Packages

• Gift cards and prepaid packages are non-refundable and non-transferable
• Expiry terms, if applicable, will be noted at time of purchase
• Prepaid services may be transferable to another client with clinic approval

Payments

We accept credit card, debit, e-transfer, and direct billing (where applicable). All prepaid services and gift cards are non-refundable.

Accessibility

Athlete's Choice Massage is a safe, inclusive space for everyone. If you require accessibility support, please contact us before your appointment — we'll do our best to accommodate your needs.

Code of Conduct

We have a zero-tolerance policy for harassment, sexual advances, or disrespectful behavior toward staff or other clients. Any violation will result in immediate termination of services.

Scope of Practice

All treatments are strictly therapeutic and non-sexual. Massage therapy is not a substitute for medical care. Please consult a physician for diagnosis or treatment of medical conditions.

Privacy

All personal information — including waiver forms and treatment notes — is kept strictly confidential under Alberta's PIPA legislation. Your information is never shared without consent, except where required by law.

Review our full privacy policy →