ACTIVAXION POLICIES

CANCELLATION POLICY

  1. Email reminders will always be sent and text reminders (if asked) 24 hours before the appointment date and time. It is also the patient's responsibility to note the time and date of appointments once booked.

  1. If the patient is late, the meeting will still end at the regular time.

  1. If the therapist is late, arrangements will be made so that the patient’s appointment duration is not penalized.

  1. If you are unable to attend a session, please notify your therapist as soon as possible by email or text message.

  1. There is no charge if you cancel at least 24 hours in advance. For any reason, if an appointment is canceled with less than 24 hours notice, an administrative fee of 100% of the scheduled appointment rate will be charged. We understand that emergencies do occur and that things happen that are out of control such as death of a family member, car accident or  hospitalization. It is at the discretion of the therapist to decide if the cancellation fee should be enforced or not in these situations.

  1. Virtual therapy sessions may be offered if circumstances prevent a face-to-face  meeting the day of the appointment.

REFUND POLICY FOR PLANS OF CARE

  1. Neuro Health Performance (NHP) ("we," "us," or "our") value our patients and strive to provide excellent service. We understand that circumstances may arise where a patient may need to cancel their plan of care. To ensure clarity and transparency, we have outlined our refund policy at point #8.

    1. Package Plans of Care: Our package plans of care offer patients a discounted rate per session compared to individual session pricing. 

    Assessment & 45min Follow-Ups

    Individual Session Rate: $165.25 + tax ($190/session)

    Installment Plan: $152.21 + tax ($175/session)

    Paid in Full: $139.16 + tax ($160/session)

    30min Follow-Ups

    Individual Session Rate: $130.46 + tax ($150/session)

    Installment Plan: $113.07 + tax ($130/session)

    Paid in Full: $95.67 + tax ($110/session)

    15min Follow-Ups

    Individual Session Rate: $60.88 + tax ($70/session)

    Installment Plan: $52.19 + tax ($60/session)

    Paid in Full: $43.49 + tax ($50/session)

    1. Refund Calculation: If a patient decides to cancel their package/plan of care, we will calculate the refund based on the sessions utilized at the individual session rate, not the discounted rate. The savings per session will not be applied to the refunded amount for sessions and services already rendered. A receipt with the difference will be sent that you can claim on your taxes or insurance.

    1. Example using arbitrary numbers: Using the above scenario, if a patient cancels after session #5 of a 10-session $1600 package plan of care, they would have utilized $800 worth of sessions (5 sessions at $160 each). Instead of receiving a refund of $800 for the remaining 5 sessions, they will receive a refund of $650.

      5 sessions @ $160/session = $800

      5 sessions @ $190/session = $950

      $1600-$950 = $650

    1. If a therapist decides to cancel the plan of care and another therapist cannot continue the treatment plan, we will calculate the refund based on the sessions utilized at the discounted rate.

    2. If a plan of care is completed with credit remaining, the therapy sessions can be saved as credit for future sessions when needed (this locks in your sessions at reduced price) or they can be transferred to family members or friends or Point #10 applies.

    3. Refund Process: Refunds will be issued in the original form of payment within 7 business days of the cancellation request.

    1. Cancellation Procedure: To request a cancellation of your package plan of care, please contact us at [email protected] Cancellation requests must be made in writing by email.

    1. Non-Refundable Fees: Please note that any administrative fees or non-service charges associated with the package plan of care are non-refundable. 

    Example: Products purchased throughout the plan of care.

    1. Changes to Policy: We reserve the right to modify or update this refund policy at any time. Any changes will be effective immediately upon posting on our website.

    1. By purchasing a package plan of care from NHP, you acknowledge and agree to abide by the terms outlined in this refund policy.If you have any questions or concerns regarding our refund policy, please don't hesitate to contact us.

CONFIDENTIALITY

  1. The athletic therapist is bound by professional secrecy.

  2. The law contains exceptions to professional secrecy : 

    a. When a judge requires the therapist to reveal information about the patient.

    b. When the therapist has serious reasons to believe that your life or the life of any other person around you is threatened. This may be the case when there is a question of suicide or homicide. At this point, the therapist is required to report the situation to other competent professionals (police, ambulance attendants, physicians, mental health professionals, etc.) or to people in your immediate support network (family, friends, etc.).

    c. When the therapist has serious reason to believe that a child's development is being compromised as a result of physical abuse, neglect or sexual abuse.

  3. Your therapist may, from time to time, exchange information with other professionals regarding your case in order to determine the most appropriate interventions. Your name will not be disclosed during these interactions.

FEES AND PAYMENT TERMS

  1. Fees are subject to increases or, rounded up to the nearest dollar, no more than twice per calendar year. Fees will not increase during your purchased plan of care based on the set rate proposed.

  2. These fees also apply to report writing and discussions of more than 15 minutes with third parties (e.g., physician, insurance company).

  3. A receipt will be issued for each service rendered. The receipt can only be made out to the client receiving services. 

  4. Fees can be paid by credit or debit card, cheque, cash or Interac etransfer (sent to [email protected]).

TERMINATION OF SERVICES

You may terminate the therapy services at any time. In this case, you are invited to inform your therapist as soon as possible, during a session, so that the discharge process can be completed in the best possible conditions.

If your therapist feels that they can no longer help you, that you can no longer benefit from the athletic therapy they are proposing, or that you are not complying with the established rules, they may, after discussing it with you, terminate the plan of care. They may also refer you to another helping professional whom they consider more appropriate in the circumstances.

COOKIES

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A cookie is a string of information that a website stores on a visitor’s computer, and that the visitor’s browser provides to the website each time the visitor returns. Our company uses cookies to help us identify and track visitors, their usage and their website access preferences. Our visitors who do not wish to have cookies placed on their computers should set their browsers to refuse cookies before using this site, with the drawback that certain features of our websites may not function properly without the aid of cookies.

By continuing to navigate our website without changing your cookie settings, you hereby acknowledge and agree to
our use of cookies.

ANTI-SPAM

We are committed to maintaining a spam-free environment. We respect your privacy and are dedicated to providing valuable information to our patients and subscribers. Our anti-spam policy ensures that we only send emails to individuals who have willingly provided their email address and have opted-in to receive communication from us. We do not share or sell our email lists to third parties under any circumstances.

Our email communications include free newsletters, updates on products and services, and other relevant information. You have the option to unsubscribe from our email list at any time by following the instructions provided in each email.

Thank you for choosing NHP for your therapy needs.

Sincerely,

Mario Starnino

Owner, Athletic Therapist

ActivAxion

Hours of operation

  • Monday - Thursday 7:00am - 8pm

  • Friday 6:00am - 6:00pm

  • Saturday 8:00am - 1:00pm

  • Sunday - 9:00am - 12:00pm

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