FREQUENTLY ASKED QUESTIONS

How do I book an appointment?

If you are a new patient, you will need to create a Jane account on our online booking site. Please note that having a credit card on file is mandatory in order to book an appointment.

We are happy to answer your questions over the phone, however for booking, it is faster and easier to book online.

If you have visited us before, just sign into your account on our booking site and you will be able to book and manage your appointments with us.

What is your cancellation policy?

We require at least 48 hours notice to change or cancel appointments.

Missed appointments or appointments cancelled less than 48 hours will be charged 50% of the treatment rate.

We do have a grace period of 5 minutes for most appointments, however if you show up more than 10 minutes late, we will consider it as a No Show and you will be charged 50% of the treatment rate. 

Third and subsequent no shows/ late cancellations will be charged 100% of the treatment rate.

Do you do direct billing?

Yes! We are able to direct bill to most insurance companies. You can contact us to verify if we direct bill to your insurance provider.

Can you tell me how much my insurance will cover?

We are unable to check how much your insurance plan will cover. We recommend checking with your insurance provider by calling their customer service or logging into your account on their portal.

Can I book more than one treatment per day?

You can book multiple appointments for different modalities of treatments in the same day. That is the main benefit of attending a multidisciplinary clinic. However, your insurance company is unlikely to approve coverage for two of the same treatments on the same day.

For example, you are welcome to book an active rehab appointment and an acupuncture appointment on the same day. However, your insurance plan will likely not cover two acupuncture appointments on the same day.

What services are covered by ICBC?

If you have been in a car accident, you are entitled to the following pre-authorized treatments that are to be completed within 12 weeks from the date of your accident:

ICBC Massage therapy – 12 sessions

ICBC Acupuncture – 12 sessions

Please note that there are additional user fees for some treatments. These are outlined in the ICBC Claim page.

Why do you need my credit card information?

We are currently using contactless payment only, therefore we will need a valid credit card on your file. You will only be charged for the services you have received and any late cancellation/ no show fees.

Is there parking?

Yes, there is free 2 hour free street parking on 15th st where our back door is, and 2 hour max street metered parking on Kingsway

Do you offer gift cards?

Yes, you can purchase our e-gift cards online