New Patients

Here’s everything you need to know before your first visit.

What to Expect

At Hartwell Therapy, you can expect more than just treatment — you’ll experience care that’s rooted in respect, collaboration, and a deep commitment to your well-being. Our multidisciplinary team is here to support you with personalized, one-on-one care tailored to your goals. From your first visit, you’ll be met with clinical excellence and compassionate guidance every step of the way.

Preparing for your Appointment

You must create an account on Jane App and input your credit card info on your profile. We kindly ask that you fill out the intake form and consent for treatments at least 24 hours before your initial visit. You may be asked to fill out other paperwork if applicable.

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Direct Billing

As a courtesy, we may direct bill to your Insurance Carrier. It is the patient’s responsibility to fully understand policy coverage and terms. All patients who opt-in must complete and sign our Direct Billing Form.

Cancellation

We require 48 hours notice for any cancellations or changes to your appointment. Patients who provide less than 48 hours notice, or miss their appointment will be charged a non-refundable cancellation fee of 50% of the total price of the treatment.

Third and subsequent late cancellations and no-shows will be charged 100% of the total price of the treatment. 

Please note that insurance providers do not pay for cancellation fees.

ICBC/WorkSafe BC

We accept ICBC and WCB patients. 

Please keep in mind that while we work together to ensure that patients covered under those programs are funded, the patient is expected to keep track of their approvals and is financially responsible for any uncovered fees and unapproved sessions. 

If your motor vehicle accident was over three months ago, please contact Heather at mva@hartwelltherapy.com before booking. 

Payment and Services

All sales are final. Services are non-refundable, non-exchangeable, and non-transferable.

All payments are being taken through our online portal system (Jane App) on credit card. Cash is not accepted. 

Credit cards are mandatory for all bookings and will be charged for any remaining balances at the time of your appointment. If you have no remaining balance with ICBC or your insurance policy, no charges will be billed to your credit card.

Acceptance of Terms

By booking our Services, patients are agreeing to our Clinic Policy and to the terms and conditions. 

We encourage you to periodically review this page for the latest information on our privacy practices.

Frequently Asked Questions

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. 

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.

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.

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.

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.  

Please email Heather at mva@hartwelltherapy.com to book your appointments. 

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.

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.

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. 

Unfortunately most extended health plans do not cover reflexology. 

We do offer 5 or 10 sessions package for a cheaper price. 

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. 

Have a Question? We’re Here to help.

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Our Locations

Main Street

Ontario Street

Victoria Drive