Office Policies

Office Policies

Please read our policies below before engaging in our services.  Feel free to email us any questions you have about them.

Booking & Attending Appointment

Procedures for booking and attending appointments can be found in our Preparing for your Appointment page.

Cancelling Appointments

To cancel your appointments, please log into medeo and cancel the appointment you wish to cancel.  Alternatively, you may email us with your cancellation request.  Please note that the time you sent the email should be at least 24 hours before the scheduled appointment to avoid paying for missed appointment / late cancellation fees.

Group Counselling Appointments

Appointments for Group Counselling Sessions are available to patients who were deemed suitable for them by our MD.

OHIP does not fund for the necessary material required for participation in Group Counselling Sessions.  The price of these materials can be found in our uninsured services page.

Group Counselling Sessions are OHIP-Funded if:

  1. You have seen our MD for a consultation (with a referral) for that problem.
  2. You have a valid health card.
  3. You are within the boundaries of Ontario at the time of your scheduled appointment.

Late Arrival to Appointment

If you arrive late to an appointment, will be unable to afford you more time at the end of your appointment to make up for it as we there will be another patient booked afterwards.  There are no partial refunds for late arrivals to appointments.  Please take care to arrive to your appointment on time.

Missed Appointment/Late Cancellation of Appointment

If you miss a scheduled appointment or cancel with less than 24-hours notice, we will require you to pay the missed appointment/late cancellation fee. 


We recognize that often things pop up that will take priority over attending your appointment, or will prevent you from attending your appointment all together.  However, there is a significant cost in providing our service.  This cost is accrued even in the event that a patient is not present for an appointment.  In the event you do not attend your appointment or cancel an appointment with less than 24 hours notice, we will require that you pay a missed appointment fee of $50 for one-on-one sessions (OHIP and non-OHIP funded).  For Group Counselling Sessions (OHIP-funded), the missed appointment fee is $20.  These fees must be paid before rescheduling any follow-up appointments.  All cancellations of appointments must be made by email or directly through our online booking platform.

OHIP-Funded Appointments

Appointments with our our Medical Doctor (MD) are OHIP-funded if you satisfy all of the following criteria:

  1. You have had a referral sent to our office.
  2. You have a valid health card.
  3. You are within the boundaries of Ontario at the time of your scheduled appointment.

Please note that one-on-one appointments with the MD are by invitation only and patients are only granted two to three 1-on-1 appointments with the MD for a specific condition before discharging care back to your primary health care provider.

Paying your Bill

We require you to pay all outstanding amounts due to us as soon as an invoice is received by you.  Furthermore, outstanding balances on your account must be $0 in order to book a follow-up appointment with our program.

Privacy Policy

You can read more about our privacy policy here.

Privately-Funded Appointments

OT & Psychotherapy

Fees for all OT and psychotherapy appointments are due immediately after attending the appointment.  You will be sent an invoice electronically to your email and be requested to pay for the appointment online.


MD & GCS (for those without OHIP or Outside Ontario)

Fees for any MD appointment and Group Counselling Section (for those who are not eligible for funding under OHIP) must be paid up front.  That is, in order to book appointments with the MD or to enroll in Group Counselling Section, payment must have already been received.  A referral is not necessary.

Psychotherapy/Occupational Therapy

You can book an appointment with our Psychotherapist or Occupational Therapist by going to our “Book Appointment” page by selecting the relevant button from the appropriate section.

  • e.g., if you want an initial assessment with the occupational therapist for fatigue, you’ll select the appointment type “Fatigue Initial OT Assessment” in the “Occupational Therapy” section of our “Book Appointment” page.
  • This appointment is not an OHIP-insured service.  You will be sent an invoice for this appointment after the appointment and payment is due as soon as you receive it.
  • Please review our payment, refund and missed appointment policy.

Refund Policy

There are no refunds for Group Counselling Session workbooks.


Refunds can be given for privately paid MD visits provided that patients cancel by providing more than 24-hours notice;  there will be a 10% administrative fee. 

  • If less than 24-hours notice is given, the patient will be refunded an amount equal to the MD visit less the 10% admin fee (on the MD visit fee) less the no-show/late cancellation fee.


Refunds can be given for privately paid Group Counselling Sessions provided that patients cancel by providing at least one-week’s notice; there will be a 10% administrative fee.

  • If less than one-week’s notice but greater than 24-hours notice is given, the patient will be refunded 50% of the fees they paid.
  • There will be no refunds issues if less than 24-hours notice is given before the first session of that Group Counselling Section;  However, we can arrange for you to attend a future section.
  • Missing Group Counselling Sessions will not be refunded but we can arrange for you to attend future sessions.

Release of Medical Information

Your medical records can be released with your consent by completing Patient Consent Form found in our Administrative Support & Disability Forms page.

Transferring medical records is not insured by OHIP and so fees will apply as outlined in our Uninsured Services page.