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Upon booking an appointment with your chosen practitioner, you will receive our digital clinic intake form and an insurance benefit intake form via the email address you supplied to us.  Depending on the type of treatment you book, a more treatment-specific intake form may also accompany the general intake form, which will provide your chosen practitioner with the necessary information required to provide you with the most effective and comprehensive treatment experience.

  • E-mail and text message reminders are available to all clients for every appointment they book.

  • Please arrive 10-15 minutes before your scheduled appointment.  Arriving early will ensure that you get the full duration of the treatment you booked. If you are running late for a scheduled appointment, please notify your practitioner as soon as possible.  When you arrive, the remaining reserved time will be used for your treatment.

  •  Free parking is available in front of the building.

  • All treatments provided by MAHALO Massage & Wellness practitioners are clinical in nature. No sexual conversation or behaviour will be tolerated at anytime.

  • Inappropriate, behaviour, jokes, or suggestions will result in the immediate termination of a client’s treatment. 

  • Clients that have treatments terminated due to inappropriate behaviour, will be charged the full treatment fee and subsequent treatments at MAHALO Massage & Wellness will be denied.

Booking: We are making a commitment to you to guarantee your appointment time once you have made the appointment. A 24 hours, cancellation notice is required for any scheduled appointments, including gift certificate or gift card and group sessions.  


Missed or no-show appointments will result in a charge of $ 50 to the full amount of the session booked unless the appointment can be filled. Patients who provide less than 24 hours notice, or miss their appointment, will be charged a cancellation fee. Please note that this fees can not be pay with your benefits and cannot be claimed.


Emergency cancellations due to illness, injury, etc., are determined at your health practitioner’s discretion. Please call our clinic if at your earliest convenience at: 780 460 0488 or use our online system to cancel up to 24 hours prior your visit.


Thank you, in advance, for your appointment times.


Late arrival: Please note that treatment lengths can be shortened at the time of your appointment. However the massage / acupuncture / yoga or personal training session rate charged will reflect the originally booked length (e.g. 60-minute massage gets reduced to 45 minutes on day of treatment…client will be charged for the 60-minute treatment).

Direct  Billing:

At MAHALO M&W we are please to provide direct billing to all major insurance companies for Massage therapy and Acupuncture services. 

  • Clients are responsible to ensure their benefit plans do cover the services they are booking and determine whether or not a doctor’s note is required. Please make sure you fill out the BENEFITS FORM after your booking and give the permission to our clinic to direct bill on your behalf. Without your consent we won't be able to direct bill your visit.

  • If you have more than one insurance provider, we are required to bill your primary insurance company first, then we may be able to bill the balance to your secondary insurance company based on billing portal capabilities and benefit plan rules. Exemple: Primary plan is Blue Cross, unfortunately Telus portal do not allow direct billing for secondary coverage. 

  • Some Insurance companies have limitations in their portal for direct billing. Example #1: Sunlife do not allow some claims on Sunday's. If this is the case you may need to pay your treatment and we will provide the DOB and receipt to be reimbursed by your benefits company. Example # 2: Desjardins and Manulife can send the payment to their insured member. If this is the case we will ask to pay the full amount and we will give you the DOB and receipt. 

  • Coverage amount depends on each plan and you may have deductible or a limited amount per visit. Please make sure you have a valid credit card or any other method of payment to cover the fees of your visit.

  • Sometimes, your benefit plan ask you to paid in order to resume direct billing or can reject the claim or send to further processing. If this is the case, you will be ask to pay the full amount of your visit.

If you have any questions regarding how direct billing work, please send us an email at: or call our clinic at: 780-460-0488 it will be a pleasure to answer your questions. 

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