BOOKING, CANCELLATION & PRODUCT RETURN POLICIES
Appointment bookings can be made online at our website (www.catalystkinetics.com), through the Mindbody Connect App (Android and iOS), via email, or by phone (604-254-7687). If you have provided your email address at the time of booking, a courtesy email reminder will be sent two days prior to your appointment but you are responsible for arriving at the correct date and time of the appointment. You will not receive any other form of communication to confirm your appointment.
Every effort is made to see you when you are scheduled, but urgent matters sometimes arise that may take more time than expected. While this may cause a delay in you being seen at the scheduled time, you will receive the same courtesy in the event you require such care. If you arrive late, your appointment time may be shortened and/or you may be asked to reschedule.
*Please note – Appointments are in high demand and require a Credit Card to book. You will not be charged anything at the time of booking, but cancellation fees may apply in the case of a Missed Appointment. Please see “Missed Appointments (No-Show / Late Cancellations)” for more details.
In order to be respectful of the medical needs of other patients, please inform the office promptly if you are unable to attend a scheduled appointment. This time will be reallocated to someone who is in urgent need of treatment. The earlier you inform us of the cancellation the higher the likelihood we can provide another patient the opportunity to have access to timely medical care. If it is necessary to cancel your scheduled appointment, we request at least 24 hours’ notice (working day*). Cancellation requests submitted with less than 24 hours’ notice will be processed as a late cancellation.
*Please note – Due to office closures, cancellations for Saturday and Monday must be communicated before 12 PM on Friday to give us the opportunity to fill the appointment and avoid cancellation fees.
Missed Appointments (No-Show / Late Cancellations):
A “no-show” or “late cancellation” is someone who misses an appointment without canceling it with sufficient notice (as outlined above). A failure to be present at the time of a scheduled appointment will be recorded in your patient file as a ‘no-show’ or ‘late cancellation’. Every effort will be made to fill any spots where a cancellation is made within the 24-hour period.
**If the appointment is not filled, a cancellation fee, up to the full value of the visit, may be applied.
Full payment is due upon completion of any service rendered. Some services may require payment up front and will be clearly indicated as such. Clients will be responsible for any expenses they incur during their visit to Catalyst Kinetics. Catalyst Kinetics will not bill directly to any insurance company but will provide detailed receipts that may be used for reimbursements.
Medical records can only be released with your authorization. You are responsible for obtaining previous medical records from other physicians or health care providers who are not affiliated with Catalyst Kinetics Group. A medical records release form is available for your use. We recommend you contact your physician or other health care providers to obtain these records prior to your appointment.
Return / Refund Policy:
Unopened products, with a receipt, in original packaging, and returned within 30 days of purchase will receive a refund to in the form of account credit. Products that are opened, damaged, and/or not in resalable condition may not be eligible for a refund or exchange. Clients are responsible for all shipping costs to return items back to Catalyst Kinetics. Shipping fees are non-refundable.