Payment, Cancellation, Privacy, and Patient Policies

Payment Policy

Payment is expected at the time of treatment unless another arrangement has been made before your appointment.

• You are responsible for all treatment fees, even if you plan to submit the appointment to insurance.
• If your insurance claim does not cover the full treatment cost, you are responsible for the remaining balance.
• If you arrive late, the full treatment fee still applies and the appointment will use the time remaining.
• Care may be paused or discontinued if payment is not provided.

Cancellation Policy

Kimura Massage Therapy & Rehab requires 24 hours' notice to cancel or reschedule an appointment.

• Cancellations with less than 24 hours' notice may be charged 50% of the treatment fee.
• No-shows may be charged 50% of the treatment fee.
• Cancellation fees are not covered by insurance benefit plans.
• The fee may be waived for illness or serious circumstances outside of your control.

Direct Billing and Insurance

Many extended health plans cover Registered Massage Therapy. Kimura Massage Therapy & Rehab offers direct billing for 30+ major insurers.

• Direct billing depends on your plan rules, remaining coverage, and insurer approval at the time of submission.
• Please bring your benefits card or policy details to your appointment.
• If your claim is not approved or does not cover the full treatment cost, you are responsible for the remaining balance.
• You will receive an RMT receipt after treatment whether the claim is direct billed or submitted manually.
• Please contact your insurance provider before booking if you are unsure about your coverage, yearly limit, direct billing eligibility, or whether a doctor's note is required.
• Insurance providers can deny claims or request more information, so coverage is never guaranteed by the clinic.
• Some plans require a doctor's note or prescription. Please check your own coverage before booking.

Direct billing insurers

Insurance Fraud

Kimura Massage Therapy & Rehab does not participate in fraudulent billing.

• Receipts are issued only after treatment has been provided.
• Receipts must show accurate client, treatment, fee, payment, and provider details.
• Requests for false, altered, advanced, or misleading receipts will be refused.
• Fraudulent use of therapist information may result in termination of care and reporting to the proper authorities.

Privacy and Personal Health Information

Your personal health information is collected only to provide safe, appropriate massage therapy care and to meet legal and regulatory requirements.

How information may be used

• To assess, treat, and care for you.
• To process payment, receipts, insurance claims, and clinic records.
• To manage clinic operations and meet legal, tax, and regulatory duties.
• To consult with another health care provider when needed for your care and with appropriate consent where required.

How information is protected

• Paper files are kept secure.
• Electronic records are stored in password-protected systems.
• Access to your information is limited to what is needed for care, operations, or legal requirements.
• Written consent is required before releasing records to non-regulatory third parties such as lawyers or insurers, unless release is otherwise required by law.

Clinical records are kept for the legally required retention period. If the clinic closes or records need to be transferred, reasonable steps will be taken to protect your information and notify affected clients as required.

Consent, Sensitive Areas, and Patient Rights

You are always in control of your treatment. Consent is ongoing and can be changed or withdrawn at any time.

• You have the right to ask questions and receive clear answers.
• You have the right to understand what treatment is being suggested and why.
• You have the right to say yes, no, or stop treatment at any time.
• You have the right to request changes to pressure, positioning, draping, music, conversation, or focus areas.
• If treatment of a sensitive area is clinically indicated, it will be discussed first and written consent will be required before that treatment occurs.
• You have the right to contact the College of Massage Therapists of Ontario if you have concerns about an RMT's conduct.

Patient Responsibilities

A safe therapeutic relationship depends on respectful communication from both sides.

• Please provide accurate health information and update your therapist if anything changes.
• Please speak up if pressure, positioning, temperature, music, or treatment focus is not working for you.
• Please understand that a requested treatment may not be provided if it is medically or ethically inappropriate.
• Verbal, sexual, or physical abuse will not be tolerated and may result in the session and therapeutic relationship ending immediately.
• Please provide at least 24 hours' notice when cancelling or rescheduling.

Questions or Records Requests

You may request access to your treatment records. Please contact Kimura Massage Therapy & Rehab by phone to discuss records requests, privacy questions, or policy concerns.

Phone: (905) 226-6336

CMTO: College of Massage Therapists of Ontario