Cancellation & No Show Policies

Your appointment time is reserved just for you. A late cancellation or missed visit leaves a hole in the therapists’ day that could have been filled by another patient. If your appointment is cancelled within 2 - 24 hours, 50% of your treatment costs will be charged to your stored credit card. If less than 2 hours notice is given or if you are not present for your appointment or if your location survey is not completed at least 60 minutes prior to your appointment, 100% of your treatment cost will be charged to your stored credit card.

Patients are responsible for their bookings and managing their appointments. If a patient wishes to cancel or reschedule an appointment and it is outside of our cancellation timeframes they must do so on their own. The Compass administrative team will only manage last minute cancellations within 24 hours and no shows.

Patients can access their bookings by signing into their Compass JaneApp "My Account".

Mobile Service Policy

Your appointment is provided by a mobile therapist who may encounter unforeseen delays ie. traffic conditions. Your therapist will do everything they can to be on time for you appointment, if they are running more than 10 minutes late, they will contact you. Your treatment time will never be shortened; however, if you are unable to provide more time to facilitate the scheduled treatment length, the full cost of the treatment applies. We recommend allowing extra time beyond your treatment end time to accommodate potential delays.

Group Coordination Policy

We always do our best to coordinate your requests. We require a $50 deposit to coordinate larger group requests and requests for dates/times outside of our online availability. If the booking is cancelled this deposit will be kept to cover administrative fees. If the booking is honoured, the $50 will be transferred to a credit on the account and go towards payment for the booking.

Late Payment & Administration fee Policies

A $10 late payment fee can apply to appointments when payment is received later than 48 hours after an invoice being sent.

A $10 administration fee can apply to appointments when payments are not made within 24 hours of an invoice being sent. This administrative fee supports the additional efforts required by our team to send, receive and process payments outside of our billing system.

We charge a $5 processing fee for cheque payments.

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We pay respect to and acknowledge that our team works and provides mobile services on the traditional lands of the Lkwungen, W̱SÁNEĆ and Quw'utsun' peoples.