Clients are responsible for the time they reserve for their appointment. If you are late for your appointment the treatment will still end at the designated time with no change in fee. Make sure to arrive 10 minutes early to complete your health history form so you will receive your full length of treatment. Our first time client forms, which are required to be completed before the treatment commences, are printable here.
Sutherland-Chan has a cancellation policy. When you book an appointment with a therapist you are booking that therapist’s time. In order to accommodate all of our clientele we need 24 hours notice of cancellation or rescheduling. Less than that is inadequate time for us to offer your appointment time to others. If you are unable to keep your appointment we request that you call 24 hours in advance. If you do not call to cancel or reschedule before the 24 hour period, a cancellation fee will be charged. Please note that your massage therapist only receives payment if you pay for the treatment.
Franchisees may choose to use a different cancellation policy than the corporate clinics.
All cancellation fees are subject to HST.
100% of the cancellation fee is given to the massage therapist.
Accessibility Policy (Download PDF)