Your Appointment is Reserved Just For You
We understand that plans change. When they do, we ask that you provide The Infirmary with at least 24 hours' notice to cancel or reschedule your appointment.
Providing adequate notice gives our team an opportunity to offer that appointment time to another patient.
24 HOURS' NOTICE
Appointments cancelled or rescheduled with 24 hours or more notice will not incur a cancellation fee.
The 48-hour notice period is calculated as 24 consecutive hours before the scheduled start of your appointment, rather than two business days.
LATE CANCELLATIONS + RESCHEDULING
Appointments cancelled or rescheduled less than 24 hours before the scheduled appointment time are subject to a $50 cancellation fee.
This fee applies consistently to late cancellations and rescheduling, including circumstances involving illness, family emergencies, transportation or childcare issues, work conflicts, travel delays, weather or other personal circumstances.
We know that unexpected things happen. To keep our policy fair and consistent for every patient, our team is not able to waive, reduce or convert a correctly applied cancellation fee into a credit toward a future treatment.
NO-SHOWS
If you do not attend your scheduled appointment and have not cancelled in advance, a $50 no-show fee will be applied to your account.
OUTSTANDING CANCELLATION FEES
Cancellation and no-show fees are separate from the cost of treatment and cannot be deducted from a package, deposit, membership balance, gift card or future service.
Any outstanding cancellation fee must be paid before another appointment can be booked or before checking in for an existing future appointment.
CANCELLATIONS BY THE INFIRMARY
If The Infirmary needs to cancel or change your appointment, you will not be charged a cancellation fee.
Similarly, if a fee has been applied because of a confirmed clinic or system error, our team will correct it.
HOW TO CANCEL OR RESCHEDULE
Please contact The Infirmary as soon as you know you will be unable to attend your appointment.
Your notice is considered received at the date and time we receive your telephone call, voicemail, email, text message or approved online cancellation request.
QUESTIONS ABOUT A CANCELLATION FEE?
If you believe a fee has been applied incorrectly, please contact our team. We're happy to review the scheduled appointment time and the time your cancellation or rescheduling request was received to make sure the policy was applied accurately.
Thank you for respecting the time our clinical team reserves for your care.