Frequently Asked Questions

Where are you located?
Our water front clinic is located along the canal in one of West streets historical brick buildings at 222 West Street.
We are on the the 1st block of West Street, just steps from the Clarence Street bridge.
For your convenience, we are directly across from free parking.

What is included in my Reserved Appointment Time?
Your appointment time includes all professional services offered as part of a private registered massage therapy practice.
Your therapist will coordinate all of the following required services within the duration of time you have reserved;

Change Time
Hands on Treatment Time
Home Care Recommendations
Clinical Charting
Administration/Direct Billing/Payment

Appointments are typically scheduled back to back and a 15min block of time is reserved in between sessions, to allow for a necessary physical break for the therapist. Quality of the hands on portion of your appointment time is never compromised by the clock, however adjustments are made accordingly when potential scheduling conflicts arise.
Approximate Hands on Treatment Time:
15min reserved appointment is approx. 15mins of treatment time
30min reserved appointment is approx. 25mins of treatment time
45min reserved appointment is approx. 40mins of treatment time
60min reserved appointment is approx. 50mins of treatment time
90min reserved appointment is approx. 80mins of treatment time


What is your Cancelation Policy?
Please understand that your therapist earns income based on a schedule of appointments as opposed to an hourly rate. Due to the high physical demand of providing massage therapy treatments, a limited number of appointments are reserved daily. Therefore, if an appointment is missed or modified without sufficient notice, it creates a list of inconveniences & a financial loss for the therapist, the clinic & prevents other patients in need of care the opportunity to book in sooner.

If you must cancel or change your appointment, 24 hours advance notice is required, allowing ample time to adjust the schedule in order to maintain the maximum number of bookings per day.
Failing to provide this notice will result in a policy charge of 100% of the fee & a valid credit card will be required to reserve future appointments.
Sending someone in your place is appreciated. Only emergency circumstances & illness are considered & at the discretion of the coordinating therapist.
Our staff works diligently to maintain a schedule that suits everyone's busy & constantly changing lives. Kindly provide notice if you cannot keep the appointment you have reserved.
Policies are in place to maintain quality services, availability & conveniences for each customer. Thank you for respecting our business processes.

Do I need a credit card to reserve an appointment?

Yes we do require a valid credit card secured to your password protected patient account in order to reserve appointments. Securing a valid credit card will grant you access to our online calendar in order to reserve your appointments instantly anytime! Payment is not required and we do not have access to your credit card information within your profile. 
Additional online advantages would also be available to you such as our complimentary direct billing services and online gift card purchases.

We accept Cash, Check, Mastercard, Visa, Interact or Direct Billing for most insurers & Hands on Health Gift Cards.

What is your policy on lost or stolen gift cards?
Gift cards are to be treated as cash & cannot be replaced if lost or stolen. The bearer of the gift card is completely responsible for the loss or theft as Hands On Health cannot replace gift cards.

How can I apply my gift card?
Gift cards have no expiration date however it is suggested that you redeem your card within the same calendar year upon receiving it. The dollar amount on the card can be applied to any service we offer regardless of the intended service upon purchase. 
*Receipts for massage therapy services paid with a gift card, must be issued with payment clearly marked as such.

What should I wear to my appointment?
Kindly remove your shoes uppon arrival. Slippers are provided or you may bring your own. This will promote clean & quiet steps throughout the clinic.
Some massage therapy sessions require comfortable, unrestrictive clothing as some techniques are applied over or around clothing.
Traditional massage therapy techniques are applied directly to the skin with oil or lotion. In this case, clients are only required to disrobe down to under garments or within their own comfort level. Only the area to be treated is uncovered for treatment purposes & proper draping techniques are used to ensure clients are never inappropriately exposed.
Every effort is taken to maintain an optimum comfort level so each patient can fully benefit from their treatment.

Do you offer Direct E-billing?
We do offer direct electronic billing as an additional complimentary service within your reserved appointment time.
All therapeutic services we offer, fall under the scope of massage therapy & can be claimed on your extended healthcare benefits plan.
Insurance companies that are available for direct E-billing are as follows;

Green Sheild, Sunlife, Manulife/Otip, Great West Life, Industrial Alliance, Johnson Inc, Johnston Group Inc, BlueCross Ontario, Cowan, Chamber of Commerce, CINUP, First Canadian, Maximum Benefit, Desjardins, GroupHealth, Group Source, Manion, Equitable Life, Nexgenrx & cooperators
 A valid credit card secured onto your profile is required to take advantage of our complimentary direct billing services.

Please check with your provider to learn if your plan allows us to direct bill for you.  Each insurance company designs policies specific to the employer and we are not privy to that information, therefore it is recommended that you know the following details prior to your visit;
  • *the amount or percentage payable per massage therapy claim
  • *massage therapy coverage amount per year
  • *plan schedule/start date
  • *does your plan require a doctors note to initiate claims/per year or per claim?
  • *the direction of payment on claims (clinic or member)
  • *does your plan have an annual deductable?

Your direct billing massage therapy claim is submitted on the day of service. If payment is not approved by your insurer for any reason, another method of payment is required and an electronic receipt will be provided to you containing all information required for an alternative reimbursement process.

What information do you require from me?
Standard health history & contact information is required for all first time visitors. This information is kept confidential & will not be released without your consent. This will be used to create your patient file & will assist your therapist in providing you with a customized, safe & beneficial treatment.

What can I expect from my first massage?
For those of you considering your first massage treatment, an initial visit can be intimidating. This is understood and additional consultation time is alotted to discuss any questions or concerns you may have. Each clients is well informed & every effort is made to create a comfortable, trusting environment. Feel free to submit any questions or concerns.



    Massage Therapy is recommended for & can effectively treat the following...

    Muscle Tension, Strain/Sprain & Spasm
    Migraine, Tension, Cluster Headaches
    TMJ Syndrome
    Sciatica / Pseudosciatica
    Spinal Disc Herniation
    Tendonitis /Carpal Tunnel Syndrome
    Plantar Fasciitis
    Tennis/Golfers Elbow
    Adhesive Capsulitis/ Frozen Shoulder
    Post Surgical Rehabilitation
    Pregnancy & Labour Support
    Postural Disorders
    Torticollis/ Wry neck/ Whip Lash
    Insomnia/Depression/Stress Disorders
    Chronic Fatigue Syndrome
    Diabetes / Circulatory Dysfunction
    Cancer Support Treatments
    Many other symptoms & conditions


Hands on Health & Great West Life Hands on Health & Standard Life Hands on Health & Industrial Alliance
Hands on Health Spa Direct Billing

Direct Billing offered for Extended Health Care Benefits

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