Booking Policy

Appointment Booking

Appointments are arranged directly with Restore at Home by phone, email, or following a free-call request. A free-call request or appointment request is not confirmed until Restore at Home confirms it.

Free Calls

We offer a complimentary introductory call to discuss service fit, location and service area, pricing, logistics, and next steps. Online requests for a free call are typically answered within one business day.

This call is strictly for informational and logistical purposes. It is not an assessment, diagnosis, consultation, or treatment session.

Booking Information

Our public free-call form collects only basic contact information (name, phone, email, optional municipality/postal code, and preferred contact time). Please do not submit detailed personal health information through the public lead form. Additional information needed for an actual appointment, including your home address and clinically relevant information, may be collected later through the appropriate booking and clinical process.

Consent

Before any assessment or treatment begins, you will be provided with information about the proposed care, including its benefits, risks, and alternatives, to ensure you can provide informed consent. You have the right to ask questions and may withdraw your consent at any time.

Fees and Payment

Current fees are communicated before charges are incurred. You can view our current fee schedule on our Pricing page.

Payment is due at the time of service. We do not charge a separate travel fee or parking fee to the patient. The patient is ultimately responsible for the full cost of the service, regardless of insurer reimbursement.

Cancellation

We ask for at least 24 hours' notice if you need to cancel or reschedule your appointment. This allows us time to offer the appointment slot to another patient.

Appointments cancelled with less than 24 hours' notice may be subject to a late cancellation fee equal to 50% of the booked visit fee.

Same-Day Cancellation and No-Shows

If you miss your appointment without notice, or cancel on the same day as your appointment, you may be charged a fee equal to 100% of the booked visit fee.

Repeated missed appointments may result in a requirement for prepayment or refusal of future bookings.

Late Arrival

If you are late for a scheduled appointment, or if you are not prepared to begin when the physiotherapist arrives for an in-home visit, the appointment will still end at the scheduled time to respect the clinician's schedule and other patients. The full fee for the scheduled appointment will apply.

In-Home Appointment Requirements

For in-home visits, please ensure a safe, clean, and reasonably clear area is available for assessment and movement. The clinician reserves the right to refuse or terminate a session if the environment is deemed unsafe.

Illness and Infection Control

If you are experiencing symptoms of a contagious illness (such as fever, severe cough, or flu-like symptoms), please contact us as soon as possible to reschedule your appointment or transition to a virtual visit. We maintain appropriate infection control practices and ask for your cooperation in maintaining a safe environment.

Virtual Appointments

Virtual physiotherapy requires a reliable internet connection, a suitable device with a camera and microphone, and a private space where you can move safely. You must be physically located within Ontario during a virtual appointment.

Insurance and Reimbursement

Receipts are provided at the time of payment for you to submit to your extended health insurance provider for reimbursement. We do not offer direct billing to insurance companies. Coverage depends entirely on your individual plan, and some plans may require a physician referral for reimbursement.

Minors and Substitute Decision-Makers

Patients under the age of 18 or those requiring a substitute decision-maker must have a parent, legal guardian, or authorized representative consent to treatment and be present during in-home or virtual appointments as required.

Respectful Conduct

We are committed to providing a safe, respectful environment. Harassment, abusive language, or inappropriate behaviour toward the clinician will result in immediate termination of the appointment and may lead to refusal of future services.

Emergency Situations

Restore at Home does not provide emergency medical services. If you believe you are experiencing a medical emergency, call 911 or seek immediate medical care.

Changes to This Policy

We reserve the right to modify this Booking Policy at any time. Changes are effective immediately upon posting to the website.

Contact

If you have any questions regarding these policies, please contact us: