Terms of Service

Welcome to Phoenix Rehab & Holistic Health Centre (“Phoenix Rehab”, “we”, “our”, or “us”). By accessing our website at https://phoenixrehab.ca, booking an appointment, or receiving services at our clinic, you agree to be bound by these Terms of Service. If you do not agree with any part of these terms, please do not use our website or services. We encourage you to read these terms carefully alongside our Privacy Policy.

1. Medical Disclaimer

• The content on this website, including text, images, and general information about our services, is provided for informational and educational purposes only. It is not intended to be a substitute for professional medical advice, diagnosis, or treatment.
• Always consult a qualified healthcare provider with any questions you may have regarding a medical condition. Never disregard professional medical advice or delay seeking it because of something you have read on this website.
• Browsing this website, reading our service descriptions, or submitting an inquiry does not create a practitioner-patient relationship. A clinical relationship is established only when you attend an in-person assessment with one of our licensed practitioners.
• Treatment outcomes vary from patient to patient. Any testimonials or success stories on this website represent individual experiences and do not guarantee that you will achieve the same results.
• In the event of a medical emergency, call 911 or go to your nearest emergency department immediately. This website is not designed for urgent or emergency medical situations.

2. Eligibility & Patient Responsibilities

• You must be at least 19 years of age to book an appointment independently. Patients under 19 must have a parent or legal guardian provide consent and be present or reachable during treatment.
• You agree to provide accurate, complete, and current personal and health information during registration, intake, and throughout the course of your care. Inaccurate information may compromise the safety and quality of your treatment.
• You are responsible for informing your treating practitioner of any changes in your health status, medications, allergies, or relevant medical history before each appointment.
• You acknowledge that treatment plans are based on clinical assessment and professional judgment. Adherence to your prescribed plan, including home exercises and follow-up appointments, is your responsibility and directly impacts treatment outcomes.

3. Online Booking & Account Security

We use Jane App as our online booking and practice management platform. By creating a patient account or booking online, you agree to the following:

• You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.
• You agree to provide truthful and accurate information when creating your account and booking appointments.
• You must notify us immediately if you suspect unauthorized access to your account by contacting us at (778) 379-9888 or admin@phoenixrehab.ca.
• We reserve the right to suspend or terminate accounts that we reasonably believe are being misused, contain fraudulent information, or are being used in violation of these terms.

4. Cancellation & No-Show Policy

Your appointment time is reserved exclusively for you. When you miss or cancel late, that time cannot be offered to another patient in need. We ask that you respect the time of our practitioners and fellow patients.

• A minimum of 24 hours’ notice is required for all cancellations or rescheduling. You may cancel or reschedule through the Jane App patient portal, by calling (778) 379-9888, or by emailing admin@phoenixrehab.ca.
• Late cancellations (less than 24 hours’ notice) and no-shows will be charged a fee equal to the full cost of the scheduled treatment. This fee will be charged to the credit card on file.
• If you arrive late, your session may be shortened to avoid disrupting subsequent appointments. You will be responsible for the full session fee regardless of the shortened duration.
• Insurance providers, including extended health plans, ICBC, and WorkSafeBC, do not cover fees for missed appointments or late cancellations. These fees are the sole financial responsibility of the patient.
• We understand that genuine emergencies occur. If you believe your circumstances warrant an exception, please contact us as soon as possible and we will review your situation on a case-by-case basis.

5. Billing, Insurance & Financial Responsibility

Phoenix Rehab offers direct billing as a convenience to our patients. However, you remain financially responsible for all services rendered.

• Direct billing is offered for most major extended health insurance providers, ICBC, WorkSafeBC, and MSP. Direct billing is a courtesy, not a guarantee. If your insurer denies, delays, or partially covers a claim, you are responsible for paying the outstanding balance.
• It is your responsibility to verify your insurance coverage, benefit limits, and any policy restrictions before your appointment. Our front desk team can assist with general inquiries, but we cannot guarantee your coverage.
• For ICBC claims, your first 12 weeks of pre-approved treatment are billed directly to ICBC at no cost to you. Extensions beyond 12 weeks require ICBC approval. If your claim is denied or treatments are deemed ineligible, you may be responsible for the associated costs.
• For WorkSafeBC claims, approved physiotherapy treatments are fully covered. If your claim is not accepted or a treatment falls outside WorkSafeBC approval, you may be responsible for payment.
• For MSP supplementary benefits, MSP contributes $23 per eligible visit. You are responsible for the remaining balance (the user fee) at the time of your appointment.
• Payment is expected at the time of service unless direct billing arrangements have been confirmed. We accept credit card, debit card, and cash.
• Outstanding balances not resolved within 30 days may be subject to collections. We will make reasonable efforts to contact you before initiating any collection action.

6. Consent to Treatment

• Before receiving treatment, you will be asked to provide informed consent. Your practitioner will explain the proposed treatment, its expected benefits, potential risks, and any alternatives. You have the right to ask questions and to decline or withdraw consent at any time.
• For certain treatments (e.g., acupuncture, chiropractic adjustments, manual therapy), specific consent may be obtained verbally or in writing as required by the applicable BC regulatory college.
• Consent for the treatment of minors (under 19) must be provided by a parent or legal guardian.
• By attending your appointment and proceeding with treatment after the informed consent discussion, you acknowledge that you understand the nature of the treatment and voluntarily agree to receive it.

7. Code of Conduct

Phoenix Rehab is committed to maintaining a safe, respectful, and inclusive environment for all patients, staff, and practitioners. We expect all individuals on our premises and using our services to adhere to the following standards:

• Treat all clinic staff, practitioners, and fellow patients with courtesy and respect. Harassment, verbal abuse, threats, discrimination, or intimidation of any kind will not be tolerated.
• Physical aggression or threatening behavior directed at any person in our clinic will result in immediate termination of the appointment and may result in permanent dismissal from the clinic.
• Inappropriate, sexually suggestive, or offensive comments or conduct directed toward practitioners or staff are grounds for immediate dismissal and refusal of future services.
• Patients who arrive under the influence of drugs or alcohol may be refused treatment at the discretion of the treating practitioner if it is deemed unsafe to proceed.
• We reserve the right to refuse or discontinue services to any individual whose behavior compromises the safety, well-being, or dignity of our team or other patients.

8. Intellectual Property

• All content on this website, including but not limited to text, images, graphics, logos, page layouts, and branding, is the property of Phoenix Rehab & Holistic Health Centre and is protected under Canadian copyright and trademark law.
• You may not reproduce, distribute, modify, display, or create derivative works from any content on this website without our prior written consent.
• The Phoenix Rehab name, logo, and all associated branding are trademarks of Phoenix Rehab & Holistic Health Centre. Unauthorized use is prohibited.

9. Website Use & Availability

• We strive to keep our website and online booking system available at all times, but we do not guarantee uninterrupted access. The website may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control.
• We reserve the right to modify, suspend, or discontinue any part of the website at any time without prior notice.
• You agree not to use the website for any unlawful purpose, to attempt to gain unauthorized access to any part of the website, or to interfere with the website’s operation.

10. Limitation of Liability

• To the fullest extent permitted by law, Phoenix Rehab, its owners, employees, practitioners, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to your use of this website.
• We do not warrant that the information on this website is accurate, complete, or current. While we make reasonable efforts to keep content up to date, clinical protocols and service offerings may change without notice to the website.
• Our total liability for any claim arising from or related to the use of this website shall not exceed the amount you paid to us for services in the twelve (12) months preceding the claim.
• This limitation of liability does not apply to claims arising from gross negligence, willful misconduct, or any liability that cannot be excluded or limited under applicable law.

11. Governing Law & Dispute Resolution

• These Terms of Service are governed by and construed in accordance with the laws of the Province of British Columbia and the federal laws of Canada applicable therein, without regard to conflict of law principles.
• Any dispute arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of British Columbia, sitting in the City of Vancouver.
• Before initiating any formal legal proceedings, you agree to first attempt to resolve any dispute by contacting us directly at admin@phoenixrehab.ca. We are committed to resolving concerns promptly and in good faith.

12. Changes to These Terms

We may update these Terms of Service from time to time to reflect changes in our practices, services, or legal requirements. The revised terms will be posted on this page with an updated “Effective Date.” Your continued use of our website or services after changes are posted constitutes your acceptance of the revised terms. For material changes, we will make reasonable efforts to notify you.

13. Severability

If any provision of these Terms of Service is found to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

14. Contact Us

If you have any questions about these Terms of Service, please contact us: