Frequently Asked Questions

Clinic Policies

We have a 24 hour cancellation policy. If your appointment is within 24 hours and are unable to attend, you will be charged the full amount of your appointment. As our services are appointment-based, your reserved time is dedicated exclusively to you. A 24-hour cancellation policy allows us sufficient time to offer that appointment to another client who may be waiting for an opening. 

Last-minute cancellations and missed appointments can be difficult to fill, resulting in lost time, income, and opportunities to serve other clients. As a small business, every appointment matters, and respecting scheduled appointment times helps us maintain a fair and reliable schedule for everyone.

We truly appreciate your understanding, cooperation, and respect for our time, just as we respect yours. Thank you for helping us continue to provide the best possible service to all our clients!

We kindly ask that you arrive on time for your scheduled appointment so that we can provide you with the full service and experience you booked.

If you arrive late, your appointment will still end at its originally scheduled time. Any time missed due to a late arrival will be deducted from your appointment, and we may not be able to accommodate the full length of your booked service.

This policy helps us stay on schedule and ensures that other clients are not inconvenienced by delays.

We appreciate your understanding and respect for our time and the time of others!

General FAQ

To ensure a comfortable and uninterrupted experience for all of our clients, we kindly ask that you arrive no earlier than 10 minutes before your scheduled appointment.

We run a carefully scheduled appointment-based business and do not have a receptionist on site. Because we allow limited time between appointments, there may be occasions when you arrive and the door is still locked, as we may still be finishing with another client.

If you arrive and find the door locked, we kindly ask that you please do not knock as another appointment may be in progress, and we want to respect everyone's privacy and avoid interrupting their experience.

We appreciate your patience, understanding, and consideration for both our staff and fellow clients!

Paid parking options are: On-street parking along Gerrard Street East is available throughout the day and A Green P parking lot is directly across the street from our clinic.

Free parking may be available on the many side streets around us throughout the day.

Please plan your timing appropriately! 

We accept all major credit cards including Visa, Mastercard, AMEX, and Discover; as well as Debit.

We are a cashless business and do not accept cash or Interac e-transfers and apologize for the inconvenience. 

Yes, however HST is included in all listed massage therapy fees.

(update coming in 2027!)

Yes! Jane allows for you to buy an e-giftcard with ease through this link https://airmedcollective.janeapp.com/#giftcard. Or if you would like a physical gift certificate, you can ask for one at your next appointment, or email us at hello@airmedcollective.com and we can arrange for a time for you to come to the clinic to pick one up!

The best tip you can give us is to spread the word! Referrals are the highest compliment we can receive.

Insurance companies may ask for our phone number so we have it listed on our receipts, right after the name and registration number of your practitioner.

We do not have fulltime reception at the clinic, and as such, are not always available to answer the phone. The best way to reach us is via email at hello@airmedcollective.com

Having a card on file allows us to fairly enforce our cancellation policy in the event of a late cancellation or missed appointment. Since appointment times are reserved exclusively for each client, this helps protect our time and allows us to continue providing reliable service to everyone.

Having your credit card stored on file allows for faster payment at the end of your appointment.

Please know that your card will not be charged at the time of booking. It will only be used if a cancellation or no-show falls outside of our 24-hour cancellation policy.

We appreciate your understanding and cooperation, and thank you for respecting our time and business!

Direct Billing/Insurance

Yes, we direct bill to most insurance companies.

We direct bill to the following companies:

  • AGA Financial Group
  • Alberta Blue Cross
  • belairdirect (formerly Johnson Inc.)
  • Beneva Inc.
  • BPA - Benefit Plan Administrators
  • Canada Life
  • Canada Life - PSHCP
  • Canadian Construction Workers Union
  • Chambers of Commerce Group Insurance
  • CINUP
  • ClaimSecure
  • Coughlin & Associates Ltd.
  • Cowan
  • Desjardins
  • Empire Life
  • Equitable Life of Canada
  • First Canadian
  • GMS Carrier 49
  • GMS Carrier 50
  • GPM Group Benefits
  • GreenShield Insurance
  • GroupHEALTH
  • GroupSource
  • Industrial Alliance
  • Johnston Group Inc.
  • LiUNA Local 183
  • LiUNA Local 506
  • Manion
  • Manulife Financial
  • Maximum Benefit
  • MÉDIC Construction (GreenShield Insurance)
  • People Corporation
  • RWAN Insurance Administrators
  • Simply Benefits
  • SSQ Insurance
  • SunLife
  • TELUS AdjudiCare
  • Union Benefits
  • UV Insurance

As long as your insurance policy allows for it, we can submit your claim directly to your insurance company on your behalf. Any remaining amount that isn't covered by your policy will be charged to the card you have on file. This allows for you to spend less money out-of-pocket. 

No, we can only submit to one insurance policy at a time. After we have submitted to one insurance policy, you will get a receipt with a breakdown of your payment which you will have to submit to your second insurance policy. 

When direct billing, sometimes it takes a few days to process. If it has been more than five days since your appointment and you still haven't received a receipt, please contact us at directbilling@airmedcollective.com.

No, ClassPass appointments are not eligible for insurance reimbursement. Since credits are used as the form of payment rather than an out-of-pocket monetary transaction, insurance providers will not reimburse these appointments.

Thank you for your understanding!