Cancellation & No-Show Policy

Group Classes

No Refund Policy

All group class registrations are non-refundable. Once you register and pay for a group class session, no refunds will be provided for:

• Cancellations with advance notice
• Missed classes or no-shows
• Partial attendance of multi-week programs

Rationale

Our strict no-refund policy for group classes exists for several important reasons:

• Wait List & Service Commitment: By registering for a group class, you are reserving a spot that could otherwise be filled by another family seeking our services. We maintain wait lists for our popular classes, and when a registered participant does not attend, it prevents another child from being able to participate in that session.
• Operational Costs: Each group class incurs significant fixed costs regardless of attendance, including physiotherapist fees, facility rental, equipment, and administrative expenses necessary to deliver quality programming.
• Continued Support: Even if a session is missed, parents will still receive exercise plans and session notes through the Jane portal, allowing you to work with your child at home and maintain progress between classes.

Insurance Considerations

Group classes are not direct-billed to insurance providers. Parents/guardians may submit receipts to their insurance independently. Please note that we invoice for all registered sessions, including missed or absent classes. Insurance submission is the responsibility of the policyholder and is subject to their insurance provider's coverage policies and requirements.

Individual Physiotherapy Services

(Including Physiotherapy, Physiotherapy Assistant, and other one-on-one services)

24-Hour Cancellation Notice Required

We require a minimum of 24 hours advance notice for all cancellation or rescheduling requests for individual appointments.

Late Cancellations and No-Shows

Cancellations made with less than 24 hours notice or missed appointments (no-shows) will be invoiced at the full appointment rate.

Rationale

Our physiotherapists provide mobile, in-home services across Durham and York Region. This service model requires:

• Efficient Route Planning: Our therapists schedule multiple clients in the same geographic area on the same day to maximize service availability and minimize travel time.
• Travel Costs: When a cancellation occurs with insufficient notice or a client is not home at the scheduled time, our therapist has already incurred travel time and vehicle expenses to reach your location.
• Lost Service Opportunity: Same-day cancellations and no-shows prevent us from offering that time slot to other families who need our services.
• Professional Time: Our physiotherapists dedicate time to prepare for each session, review treatment plans, and block off their schedule specifically for your appointment.

Emergency and Unforeseen Circumstances

We understand that genuine emergencies and unexpected illnesses occur. Please contact us as soon as possible if you need to cancel due to an emergency or unforeseen circumstances. Kinetic Kids will work with families on a case-by-case basis and may, at our discretion, discount or waive cancellation fees.

Policy Alignment

This policy aligns with the College of Physiotherapists of Ontario (CPO) guidelines regarding professional billing practices and missed appointment policies. The CPO recognizes that physiotherapy practices may establish reasonable cancellation policies to ensure efficient practice management and fair access to services.

How to Cancel or Reschedule

To cancel or reschedule an appointment:

• Call us: (647) 231-3113
• Email us: info@kinetickidsphysio.ca
• Through Jane App: Log into your client portal

Please provide as much advance notice as possible to help us serve all our families effectively.

Questions or Concerns

If you have questions about this policy or need to discuss individual circumstances, please don't hesitate to contact our administrative team. We are committed to working with families to provide accessible, high-quality pediatric physiotherapy services.