F.A.Q
Commonly asked questions.
What are your COVID-19 protocols?
Please use the hand sanitizer provided upon arrival.
Please arrive within a few minutes of appointment time and not any earlier.
Only those receiving treatment will be allowed into the clinic. No family members will be allowed to enter except for quick drop-off and pick-up.
**If you are experiencing COVID symptoms, please stay home. You will not be charged a cancellation fee if you cancel due to feeling ill on the day of your appointment.
If you are a new patient, you will need to create a Jane account on our online booking site. Please note that having a credit card on file is mandatory in order to book an appointment.
We are happy to answer your questions over the phone, however for booking, it is faster and easier to book online.
If you have visited us before, just sign into your account on our booking site and you will be able to book and manage your appointments with us.
What is your cancellation policy?
We require at least 48 hours notice to change or cancel appointments.
Missed appointments or appointments cancelled less than 48 hours will be charged 50% of the treatment rate.
We do have a grace period of 5 minutes for most appointments, however if you show up more than 10 minutes late, we will consider it as a No Show and you will be charged 50% of the treatment rate.
Third and subsequent no shows/ late cancellations will be charged 100% of the treatment rate.
Yes! We are able to direct bill to most insurance companies. You can contact us to verify if we direct bill to your insurance provider.
Can you tell me how much my insurance will cover?
We are unable to check how much your insurance plan will cover. We recommend checking with your insurance provider by calling their customer service or logging into your account on their portal.
Can I book more than one treatment per day?
You can book multiple appointments for different modalities of treatments in the same day. That is the main benefit of attending a multidisciplinary clinic. However, your insurance company is unlikely to approve coverage for two of the same treatments on the same day.
For example, you are welcome to book an active rehab appointment and an acupuncture appointment on the same day. However, your insurance plan will likely not cover two acupuncture appointments on the same day.
What services are covered by ICBC?
If you have been in a car accident, you are entitled to the following pre-authorized treatments that are to be completed within 12 weeks from the date of your accident:
ICBC Physiotherapy – 25 sessions
ICBC Active rehab – 12 sessions
ICBC Massage therapy – 12 sessions
ICBC Acupuncture – 12 sessions
Please note that there are additional user fees for some treatments. These are outlined in the ICBC Claim page.
I got into a car accident more than 12 weeks ago, can I book an appointment?
Please email Maliha Bashir at mva@hartwelltherapy.com or call 604-809-5097 to book your appointments.
Do I need to bring a doctor’s note to see a physiotherapist?
Most insurance providers do not require a doctor’s note to see a physiotherapist, however we recommend you to double check with your insurance provider first.
Why do you need my credit card information?
We are currently using contactless payment only, therefore we will need a valid credit card on your file. You will only be charged for the services you have received and any late cancellation/ no show fees.
What do I need to bring for my infrared sauna appointment?
We encourage you to bring a bottle of water, a large towel, and comfortable clothing or a bathing suit to sweat in. We provide small towels for your convenience.
Please note that we do NOT have showers on-site.
Is reflexology covered by my extended health benefits?
Unfortunately most extended health plans do not cover reflexology.
We do offer 5 or 10 sessions package for a cheaper price.
I have MSP, what services can I book?
At the moment, Hartwell Therapy only offers MSP Physiotherapy treatments.
You are covered partially for up to 10 physiotherapy treatments, and there will be a $35 fee that you have to pay out-of-pocket.