Clinic Policies & Patient Information

1. Appointment Policies

Booking an Appointment

Appointment times are reserved exclusively for you. When you book an appointment, your practitioner sets aside dedicated time specifically for your care.

We ask that you arrive a few minutes early for your appointment, particularly if it is your first visit or if your personal or insurance information has changed.

Cancellation & Rescheduling Policy

We understand that life happens and sometimes appointments need to change.

If you need to cancel or reschedule your appointment, we kindly ask that you provide notice by 5:00 PM on the business day prior to your scheduled appointment.

Providing adequate notice allows us the opportunity to offer that appointment time to another patient who may be waiting for care.

Extended Appointments

Some appointments require significantly more preparation or reserved clinical time. These may include:

• Initial Naturopathic Consultations
• IV Therapy Appointments
• Extended Counselling Sessions
• Other designated appointments

These appointments may require 48 hours' notice for cancellation or rescheduling. Your practitioner or our administrative team will advise you if this policy applies.

Missed Appointments (No-Shows)

A missed appointment occurs when a patient does not attend their scheduled appointment without providing sufficient notice.

Missed appointments and late cancellations may be charged the full appointment fee at the discretion of the treating practitioner.

Repeated missed appointments may result in:

• Requirement for prepayment
• Requirement for a credit card on file
• Restrictions to online booking
• Limited ability to pre-book future appointments

We understand that emergencies and unforeseen circumstances occur and will review exceptional situations on a case-by-case basis.

Late Arrivals

If you are running late, please contact the clinic as soon as possible. Whenever possible, we will do our best to accommodate you.

However, appointments will still conclude at the originally scheduled time to avoid delaying care for other patients.

If there is insufficient time remaining to safely provide treatment, your appointment may need to be rescheduled and may be subject to our cancellation policy.

Credit Card on File

To help reduce missed appointments and improve appointment availability, Mountain Ridge Wellness may request a valid credit card be securely stored on file.

Your credit card information is encrypted and securely stored through our booking software. Clinic staff do not have access to your complete credit card information.

A credit card on file may be used for:

• Missed appointments
• Late cancellations
• Outstanding balances
• Products or services authorized by the patient

Whenever possible, we will attempt to contact patients before processing cancellation fees.

2. Payment Policy

Payment is due at the time of service unless alternative arrangements have been made.

We currently accept:

• Debit
• Visa
• Mastercard
• Cash

Outstanding balances may need to be paid before future appointments can be booked.

3. Direct Billing & Insurance

Mountain Ridge Wellness offers direct billing to many extended health insurance providers as a courtesy for our patients.

Although we are happy to submit claims whenever possible, patients remain responsible for understanding their individual insurance plans and benefits.

Every insurance policy is different. Coverage depends on your individual plan and may include:

• Annual maximums
• Deductibles
• Co-payments
• Physician referral requirements
• Service exclusions
• Coverage limitations

Patient Responsibility

Patients are responsible for:

• Confirming their coverage
• Knowing remaining benefits
• Providing accurate insurance information
• Paying any balance not covered by insurance

Direct billing is a courtesy service and does not guarantee payment.

If your insurer declines, reverses, partially pays, or delays payment for any reason, the outstanding balance remains the responsibility of the patient.

Direct billing availability may change without notice depending on insurance provider policies.

4. Reports, Forms & Administrative Services

Your appointment fee includes the assessment, treatment, and clinical documentation required for your ongoing care.

Occasionally, patients require additional documentation outside of a scheduled appointment. These services require practitioner time and are generally not covered by extended health benefits or insurance plans.

Examples include:

• Medical or practitioner notes
• Work absence or return-to-work documentation
• School or sports participation forms
• Disability or insurance paperwork
• Employer forms
• Medical questionnaires
• Detailed chart summaries
• Record transfer requests
• Legal or medico-legal reports
• Custom letters requested by patients or third parties

Fees for these services are based on the time and complexity required to complete the request.

Where possible, patients will be advised of any applicable fees before the work is completed.

Please allow adequate notice when requesting forms or reports, as completion times vary depending on practitioner availability.

5. Collaborative Care

One of the things that makes Mountain Ridge Wellness unique is our collaborative approach to healthcare.

Our team includes practitioners from multiple disciplines who work together to provide comprehensive, patient-centered care.

Depending on your needs, your healthcare team may include:

• Chiropractors
• Registered Massage Therapists
• Acupuncturists
• Counsellors
• Naturopathic Doctors
• Registered Nurses
• Recovery Room services

With your consent, practitioners may communicate regarding your care to ensure treatment recommendations complement one another and support your overall health goals.

We believe that healthcare is most effective when patients have a team working together, not in isolation.

6. Consent to Care

Before treatment begins, your practitioner will explain:

• Assessment findings
• Recommended treatment
• Expected benefits
• Potential risks
• Alternative options when appropriate

You are encouraged to ask questions and participate in decisions regarding your healthcare.

You may decline or withdraw consent at any time.

7. Recovery Room Policies

Our Recovery Room includes services such as:

• Infrared Sauna
• Red Light Therapy
• Combination Recovery Sessions

These services are intended to support wellness, relaxation, and recovery.

Before Your Session

Please inform staff if you:

• Are pregnant
• Have cardiovascular concerns
• Have uncontrolled blood pressure
• Have recently been ill
• Have heat intolerance
• Have any medical condition that may affect safe participation

If you begin feeling unwell during your session, discontinue treatment immediately and notify a staff member.

Age Requirements

Recovery Room services are generally intended for adults. Patients under 18 years of age require practitioner approval and parental consent before participating.

Hydration

We strongly encourage patients to drink water before and after Recovery Room sessions to support hydration.

8. Illness Policy

If you are experiencing symptoms of a contagious illness, including fever, vomiting, diarrhea, or significant respiratory symptoms, please contact the clinic prior to attending your appointment.

Rescheduling may be recommended to help protect vulnerable patients, fellow patients, practitioners, and staff.

9. Privacy & Confidentiality

Mountain Ridge Wellness is committed to protecting your privacy.

Your personal and health information is collected, stored, and managed in accordance with applicable privacy legislation and the professional standards governing each healthcare profession represented within our clinic.

Your information will never be shared without your consent unless required or permitted by law.

10. Respectful Clinic Environment

We are committed to providing a safe, welcoming, and respectful environment for everyone.

Harassment, discrimination, abusive language, threatening behaviour, or inappropriate conduct toward patients, staff, or practitioners will not be tolerated.

Mountain Ridge Wellness reserves the right to refuse service where respectful conduct cannot be maintained.

11. Scent-Aware Clinic

Many of our patients experience fragrance sensitivities or medical conditions affected by strong scents.

We kindly ask that you avoid wearing perfumes, colognes, heavily scented lotions, or other fragranced products when attending the clinic.

Thank you for helping us create a comfortable environment for everyone.

12. Questions?

If you have any questions regarding our clinic policies, appointments, billing, or services, please don't hesitate to contact us.