Refund & Cancellation Policy
A legal disclaimer
Refund & Cancellation Policy
Effective Date: August 1, 2025
1. Booking & Payment
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All services—whether single appointments or multi-session packages—must be paid at the time of booking or at your visit.
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We accept debit, credit, e-transfer, and direct billing where applicable (coming soon).
2. Cancellations & Rescheduling
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Please provide at least 24 hours’ notice if you need to cancel or reschedule an appointment.
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Cancel by phone, email (StillCo.Osteo@gmail.com), or via your Jane App account.
3. Cancellation Fee
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Cancellations or rescheduling less than 24 hours before your appointment, or “no‑shows,” will be subject to a cancellation fee.
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This fee equals the full charge for the scheduled appointment, reflecting standard practice among Ontario clinics.
4. Refunds for Pre‑Paid Services & Packages
If you've purchased a pre-paid package of sessions:
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Only unused sessions are eligible for refunds.
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All such refunds are subject to deducting:
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The applicable cancellation fee for the unused session(s), and
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Session fees for any treatments already used or booked.
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The remaining balance will be issued once the deduction is applied.
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Packages are otherwise non‑refundable, except for unused, service‑eligible credits.
5. Late Arrivals
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If you arrive late, your session will end at the scheduled time so that the next client is not delayed.
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Full session fees apply, regardless of shortened duration.
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Frequent late arrivals could impact booking eligibility for future appointments.
6. Exceptions & Compassionate Exceptions
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We understand emergencies and illness happen. In case of extenuating circumstances (e.g. serious illness), the cancellation fee may be waived at the clinic’s discretion, especially for first-time or rare incidents.
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Please communicate openly if you’re facing an unforeseen issue.
7. Re‑Booking Requirements
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Outstanding cancellation fees must be settled before scheduling a future appointment.
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Unpaid balances may result in booking restrictions until resolved.
8. Why We Have This Policy
Unplanned cancellations or no-shows:
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Prevent someone else from accessing care
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Disrupt our schedule and staffing
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Impact the clinic's ability to serve others fairly
Our policy allows for fairness and helps ensure continuity of care for all patients in line with Ontario standards and ethical billing practice.
9. Communication & Transparency
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This policy is provided clearly at the time of booking, on our website, and during appointment confirmations.
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By booking with us, you acknowledge and agree to these terms.