What you need to know

Clinic Policies for a Safe and Supportive Experience

Late Policy

Please arrive 10 minutes early to complete your health history form. If you arrive late, your treatment will still end at the scheduled time, and the full fee will apply. First-time client forms must be completed before treatment begins.

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Cancellation Policy

We require at least 24 hours’ notice to cancel or reschedule appointments. Late cancellations will incur a fee, which goes directly to your therapist. This ensures we can offer your time slot to others and support our team fairly.

Note: Franchise clinics may have different cancellation policies. All cancellation fees are subject to HST.

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Illness Policy

If you’re experiencing flu-like symptoms such as fever, cough, sore throat, or extreme fatigue, please reschedule your appointment at least 24 hours in advance. Massage is contraindicated during active illness and may worsen symptoms. Timely notice allows us to offer your appointment slot to another client and support our therapists fairly.

If you’re unsure whether to proceed with treatment, feel free to leave a message for your therapist for guidance.

Soft Scent Policy

To maintain a comfortable environment for all, please avoid wearing strong perfumes or scented products to your appointment.

Health & Safety Screening

At Sutherland-Chan, we’re committed to maintaining a safe and healthy environment for both clients and staff. To protect everyone’s well-being, please reschedule your appointment if any of the following apply:

You are currently required to self-isolate under Public Health guidelines.
You’ve experienced symptoms of illness in the past 7 days, such as fever, cough, sore throat, runny nose, or unexplained fatigue.
You’ve had signs of infection in the past 7 days affecting the eyes, ears, skin, or other areas.

Massage is contraindicated for fevers and may worsen flu-like symptoms. If you’re unsure, feel free to contact us—we’re happy to help you determine the best time to rebook.

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Accessibility

We strive to make our clinic welcoming and inclusive. Accessibility features include:

Wheelchair access
Support persons and service animals welcome
Online and email appointment requests available

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Privacy

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Your personal information is collected and used only with your consent, except in rare legal or emergency situations. Our full privacy policy is available at reception and online. We do not share your data with outside parties unless required to support your care or comply with legal obligations.

Internet Privacy

Your privacy matters to us. Any personal information you choose to share will be used only for the purposes you’ve agreed to. We do not sell, trade, or share your identifiable information with outside parties—except trusted partners who help us operate our website, manage our business, or provide services to you, and only if they agree to keep your information confidential.

We may disclose information when necessary to support insurance claims, comply with legal obligations, enforce clinic policies, or protect the rights, property, or safety of our clients and team.