Cancellation & No-Show Policy

Your appointment time is reserved just for you. To maintain fairness and ensure access to care for all patients, we ask that you provide at least 24 hours’ notice if you need to cancel or reschedule.

📌 Missed or Late Cancellations
• No-shows and late cancellations (less than 24 hours’ notice) will be charged 100% of the booked treatment fee.
• These fees cannot be billed to extended health insurers, ICBC, or WorkSafe BC, and will be charged to the card we have on file.

🔁 Repeated No-Shows
• Multiple missed appointments may result in a requirement for prepayment of future visits or, in some cases, termination of treatment.

By booking an appointment, you acknowledge and accept this policy.

We understand that emergencies happen—if unforeseen circumstances arise, please contact us as soon as possible. We’ll always do our best to respond with compassion and flexibility.
Thank you for helping us maintain a respectful, reliable, and patient-centered care environment.

 Illness & Wellness Policy

If you’re feeling unwell—even with mild symptoms like a cough or sore throat—please stay home and reschedule your appointment. This helps protect our patients and team.

If illness is the reason for cancellation, we’ll waive any fees and do our best to find a new time that works for you.

Virtual options may be available for some services—just ask!

Thanks for helping us keep Newleaf a safe and healing space for everyone.

Payment & Billing Policy

At Newleaf Total Wellness Centre, we believe healing begins with clarity, compassion, and trust. To ensure smooth, respectful care for every patient, we’ve outlined our payment practices below.

💳 Payment Expectations

Payment is required following each treatment. This helps us maintain fairness, accessibility, and continuity of care across our interdisciplinary team.

🧾 Accepted Payment Methods

We accept:

• Insurance (direct billing available for most plans; coverage may vary)
• Cash
• Credit cards (Visa, MasterCard, American Express)
• Newleaf gift cards

Please note: Insurance may not cover the full cost of your visit. Patients are responsible for any remaining balance.

Credit Card Policy

To support seamless billing and minimize disruptions to your care:
• We require a valid credit card on file for all patients.
• Cards are securely stored in Jane, our booking and billing platform, which complies with:
• PCI DSS (Payment Card Industry Data Security Standard) for secure credit card handling
• Canadian privacy laws, including PIPA (Personal Information Protection Act) and PIPEDA (Personal Information Protection and Electronic Documents Act), which govern the protection of personal health and financial information
Your card will only be charged for outstanding balances, and you will be notified prior to any charge.
If you do not have a credit card, please contact our management team before your appointment to make alternative arrangements.

By booking an appointment, you acknowledge and accept this policy.

We’re here to make your wellness journey as smooth and empowering as possible. If you have questions or need support with billing, our team is happy to help.

Privacy Policy

Your Privacy, Your Power
At Newleaf Total Wellness Centre, your privacy is not just protected—it’s respected. We believe that healing begins with trust, and that includes how we handle your personal information.

What We Collect

When you book an appointment, complete an intake form, or communicate with our team, we may collect:

• Your name, contact details, and date of birth
• Health history and treatment preferences
• Insurance and credit card information
• Pronouns and preferred name (to ensure respectful, personalized care)

How We Use Your Information

We use your data to:

• Deliver safe, effective, and personalized care
• Coordinate treatment across our interdisciplinary team
• Process billing and insurance claims
• Communicate appointment reminders and clinic updates
• Comply with legal and regulatory standards (PIPA, PIPEDA, PCI DSS)

We never sell or share your information outside of necessary clinical or administrative functions. Your data is stored securely and accessed only by authorized staff.

Your Rights

You have the right to:

• Access and update your personal information
• Request corrections or deletions
• Opt out of non-essential communications
• Ask questions about how your data is handled

We’re here to support your choices—because your care should always be on your terms.

Accessibility & Inclusion

Care That Meets You Where You Are

At Newleaf, we believe wellness is for everyone. Our clinic is committed to creating an environment that is physically accessible, emotionally affirming, and culturally respectful.

What Inclusion Means to Us

• We welcome patients of all backgrounds, identities, and abilities.
• Many of our team members are trained in trauma-informed, inclusive care practices.
• We affirm LGBTQ+ identities and encourage all patients to select their pronouns when setting up their profile—so your care reflects who you are.
• Our space is scent-free, wheelchair accessible, and designed to support sensory comfort.

Continuous Improvement

We’re always learning. If you encounter barriers—physical, digital, or interpersonal—we invite your feedback. Together, we can build a space where healing feels safe, empowering, and truly yours.