Our service fees

• Regulated Professionals: For regulated healthcare services, including acupuncture and naturopathy, our professionals are prohibited from accepting tips or gratuities. This policy aligns with the ethical guidelines set forth by their respective professional governing bodies.
• Non-Regulated Services: For services provided by non-regulated disciplines, the acceptance of gratuities is left to the discretion of the individual practitioner, within the bounds of professional and ethical conduct.
• Redirection of Inadvertent Tips: In instances where a gratuity is inadvertently offered for a service provided by a regulated professional, we redirect these funds to an appropriate charitable organization or other suitable avenues, in line with our clinic’s values and commitment to community contribution.

• We will make every effort to fill your appointment with another client.
• If we are successful, no cancellation fee will apply.
• If the appointment remains unfilled, a late cancellation fee equal to 100% of the scheduled service value will be charged to your credit card on file, up to a maximum of $200.
• We may offer to reschedule you into a same-day appointment at no additional charge, if availability allows.
• If you are enrolled in our loyalty program, you may be able to redeem points toward a reduction in your cancellation fee.
• At our discretion, a partial credit may be applied toward a future service as a courtesy.

• Log and assess the situation.
• Attempt to adjust our schedule.
• Determine if a fee reduction or courtesy credit is appropriate under the circumstances

• Missed or late-cancelled appointments
• Overdue balances

Supplements and Retail Products

You may be advised to use supplements, which may be purchased at our clinic or elsewhere. Please be aware that most insurance companies will not reimburse for supplements.

Items may be returned by prior managerial authorization only. To be eligible for a return, your item must be unused, in the same condition in which you received it, in its original packaging, with safety seals intact and no markings on the container.

Some items cannot be returned under any circumstances. These include opened food products and perishable goods such as foods, certain herbs, and any product requiring refrigeration.

Privately Paid Laboratory Testing

Some laboratory testing is covered by your provincial health plan. Where your testing is publicly funded, there is no charge to you and this section does not apply.

This section applies to privately paid laboratory testing, also called fee-for-service testing. This is testing that is not covered by a provincial health plan and that Red Leaf Wellness bills to you directly. Some tests are only available privately. Others are publicly funded in some circumstances but not in yours. Either way, your practitioner or our team will confirm whether a test is publicly funded or billed to you, and what it costs, before it is ordered.

Privately paid laboratory testing is non-refundable once the test has been ordered.

A test is considered ordered when we submit your requisition to the laboratory or request a kit on your behalf. That is the point at which we are committed to the cost, and it cannot be reversed. Before we place an order, your practitioner or our team will confirm the test and its cost with you. Please raise any questions at that point.

Once a test is ordered, we cannot provide a refund where:

• You decide not to proceed with the test.
• A kit has been issued to you, whether or not it has been opened or used.
• A kit is not returned to the laboratory, or is returned outside the laboratory’s timeframe.
• A requisition or kit expires before collection.
• The laboratory is unable to process your sample because of a collection, handling, or shipping issue that is not attributable to us or to the laboratory.
• You are dissatisfied with your results, or the results are normal.

If the laboratory is unable to process your sample because of an error by us or by the laboratory, we will arrange re-collection and re-testing at no additional cost to you. If we order a test in error, we will refund it in full.

Services and Service Packages

Service packages are non-refundable once payment has been made. This includes situations where you choose to discontinue care. Fees for appointments that have already been provided remain payable regardless of treatment outcome or insurance reimbursement.

Adverse Reactions

If you experience any adverse reaction to a supplement or medication purchased through us, discontinue use of the product immediately and seek appropriate medical attention. Please then notify us in writing about the adverse event and provide any relevant documentation. We take these incidents seriously, and our suppliers require this information in order to record and investigate the occurrence properly.

Exceptions

Where services or products were paid for but not provided due to extraordinary circumstances or an error on our part, we may issue a refund or a credit at our discretion. Any such exception is considered on a case-by-case basis.