Cancellations, missed appointments, and late arrivals, what to expect, and why.
Effective date: August 1, 2026 · Last updated: August 1, 2026
A minimum of 24 hours notice before the scheduled appointment start time is required to cancel or reschedule. The time your cancellation message is received determines if the late-cancellation policy applies. This lets the time be offered to another client who may be waiting.
Appointments cancelled or rescheduled with less than 24 hours notice, missed appointments, and arrivals too late to complete the session may be charged up to the full appointment fee.
Cancellation and missed-appointment fees are not eligible for insurance reimbursement and remain the client's responsibility. No massage therapy insurance receipt will be issued for these fees.
New clients must provide a valid credit card on file when booking. No appointment fee is charged at the time of booking. By booking and agreeing to this policy, you authorize the clinic to charge the card on file for an applicable late cancellation or missed appointment fee.
Where a card is on file, an applicable fee may be charged under the authorization accepted during booking or through the clinic's consent form. A receipt will be provided.
Please contact Mathieu as soon as possible if you're running late. Your appointment will still end at the originally scheduled time to avoid impacting other clients. Depending on how late you arrive, treatment time may need to be shortened and the full appointment fee may still apply.
If there is not enough time remaining to safely provide meaningful treatment, the appointment may need to be cancelled and treated as a missed appointment.
Emergency circumstances are reviewed individually. Contact Mathieu as soon as possible if something unavoidable occurs. An exception to the fee is not automatic and will be considered case by case.
The fastest way is the cancel or reschedule link in your ClinicSense confirmation or reminder email. You can also email info@mathieuboudreaurmt.com or message Mathieu directly.
If your preferred time is full, ask to be added to the wait list and Mathieu will reach out if an earlier spot opens up.
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