Our clinic has a PS365 Annual Fee Plan Refund Policy. If you request a refund within the first month, we will refund the full amount minus any fees for services used, such as prescription refills or other uninsured services. No refunds are available after the first month.

Transfer of Records Policy

1. All record transfers are provided on a USB; we do not print paper copies or send records via email to comply with The Personal Health Information Protection Act, also known as PHIPA, Ontario legislation.

2. Patients must pick up the USB in person.

3. If in-person pickup is not possible, exceptions may be considered on a case-by-case basis.

We require at least 24 hours' notice for appointment cancellations or changes. If you cancel or miss your appointment with less than 24 hours' notice, a fee will apply—either $50 or 100% of the booked treatment cost, whichever is higher.

Why do we have this policy?
Your appointment time is set aside just for you. When you cancel at the last minute or don’t show up, it leaves an open slot that could have been used by the doctor to fit in another patient in need.

If you have a cough, please bring a mask, as you might be required to wear a mask for your visit.

Our in person policy is such that anyone coming into the office must have a pre-booked appointment with their doctor or the nurse and must have been screened ahead of time, as we do not offer walk in appointments. If you would like to come in to pick up a requisition, please call and schedule this with the front desk.

Our staff and physicians are committed to treating patients with courtesy, compassion and respect. We understand that illness, pain and difficulties obtaining timely care can be stressful. However, yelling, swearing, insults, threats, intimidation, discriminatory comments or harassment of our staff will not be tolerated, whether in person, by telephone or through written or electronic communication.

Staff may end a telephone call or interaction if abusive behaviour continues after a warning. Serious or repeated incidents may be documented and may result in further action by the clinic. Threats of violence or immediate safety concerns may be reported to police.