Madrona’s Clinic Policies

For your reference, we have included here our clinic policies as written on our clinic consent forms.

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Cancellation & Late Arrival Policy:

Your appointment time is reserved just for you. A late cancellation or missed visit leaves a hole in the therapists' day that could have been filled by another patient. As such, we require 24 hours notice for any cancellations or changes to your appointment. Patients who provide less than 24 hours notice or miss their appointment will be charged a cancellation fee. The cancellation fee for the first visit missed will be equal to half the value of the missed appointment. The cancellation fee for further missed visits will be equal to the full value of the missed appointment. In the case of late arrivals, the visit will complete at the scheduled end time.

In the event of severe illness (ie. active fever or vomiting) or a significant weather event that affects all forms of transportation, please contact the clinic right away by phone or email.

If your visit does not require a physical exam and you are able to participate by phone or video, the visit will be rescheduled to telemedicine. If the visit must be in-person or in the event of an emergency (ie. hospitalisation of self or dependant), the cancellation fee may be waived with approval by clinic management.

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Payment Policy

Payment methods accepted include cash, debit, credit card (VISA, MC, AMEX) and the Madrona Care Card. Cheques and Interac Etransfer are not accepted at this time. Credit cards on file are saved within our secure and confidential PIPEDA/HIPAA compliant medical records system. Pacific Blue Cross direct billing is accepted at our VIHA location only at this time.

Many extended health insurance plans cover the services offered at Madrona. It is the responsibility of the patient to know the details of their specific coverage and to submit claims. The clinic will provide you with receipts of your visit for the purposes of insurance claims.

Please note that payment for all appointments is due at the time of service rendered.

Appointments conducted at home, by phone, video, or offsite at The Arbutus Branch or other Madrona location must be booked with a credit card on file or pre-paid in-office at least 24 hours prior to the visit. You may add credit to your account online via credit card or via debit or cash at any time.

In the case that there is a balance pending and no valid credit card on file, upcoming offsite or telemedicine visits will be cancelled 24 hours prior. Payments more than 30 days late will be charged a fee equal to 10% of the cost of the visit.

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Clinic Return/Refund Policy

Naturopathic products: Supplements purchased in our dispensary may be returned unopened within 30 days. Supplements that are special ordered may be returned unopened within 30 days minus an admin and restocking fee of 20%.

Custom tinctures are final sale. Please contact the clinic regarding any adverse reactions to recommended supplements. Refunds may be available, but are not guaranteed.

Labs tests may be returned within 30 days of purchase. Returns between 30 to 90 days will be refunded as a credit to your account. An admin and restocking fee of (20%) will be added to all returns. Labs may not be returned after 90 days. Labs not used within a year may be subject to an additional fee to account for changes in cost.

Group programs: Refunds minus processing fees are available up to 24 hours prior to the start of the program. No refunds are possible once the program has started. In the case of emergency or severe illness, payment may be applied as credit towards future bookings.

Packages: If a patient/client chooses not to complete all sessions/treatments in a package, the balance of the package may be refunded minus a 25%

All services rendered at Madrona are non-refundable.