Frequently asked questions

Do you have parking?


There is free street parking on Jane Street and Annette Street. Make sure to check parking signs for any restrictions.




What do I need to bring on my first visit?


If you have not filled out our online health history form, make sure you arrive 5-10mins before your appointment to fill one out. If you would like us to direct bill for your treatment, please bring your insurance information.




How does direct billing work?


If your plan allows for direct billing, we can submit your claim for you. We will charge you any remaining balance. Some plans only allow payment to go to the insured member, in this case we can still submit for you but require payment from you. If you are insured with Greenshield or Blue Cross and your plan requires a doctor's note annually, we will require you to bring us a physical copy of your doctor's note in order for us to direct bill. Please note : Direct billing is a courtesy service and is not guaranteed to work every time we attempt to use it.
Reasons for direct billing not working may include, but are not limited to, the following: Your insurance provider requires a doctor's referral before they will allow any more claims to be approved. Your coverage has been used up for the year. That day's claim has been marked, by your insurance provider, for manual review. The direct billing portal is down. Your specific plan does not allow for direct billing despite being under an insurance provider we bill to. In cases where direct billing is no longer an option, patients will be responsible for settling their outstanding balance.




Can your acupuncture treatment be claimed under my acupuncture insurance?


No it cannot. If you book a Massage with Acupuncture treatment, it CANNOT be claimed under your Acupuncture insurance plan. Our RMTs practice acupunture within the Scope of Practice of Massage Therapy and in accordance with Acupuncture Standard of Practice. The acupuncture is provided within a massage therapy treatment plan and will be billed as a Massage Therapy treatment.




What is your cancellation policy?


We have a 12 hour cancellation policy. Any appointments cancelled with less than 12 hour notice will be billed at 50% of the treatment cost. This fee will be charged to your credit card on file. This cancellation fee is not eligible for direct billing or covered by insurance. If you need to cancel an appointment, you can do so from your account online, by calling us during business hours or by email to info@panaceamassage.ca (especially if you are cancelling outside of business hours). If you do not show up 15 minutes after your appointment start time, your appointment will be forfeited. You will be charged the cancellation fee and we reserve the right to give this appointment time away to someone else.




What forms of payment do you accept?


We accept Cash, Debit, Visa and Mastercard




How much do I undress?


Your comfort is of utmost importance whether that is in the context of the clothing you wear or the treatment you receive. Massage Therapists can provide important treatment whether you elect to remove any, some, or all of your clothing. All RMTs are trained in proper draping procedures to ensure that your privacy is completely respected at all times during treatment. You will be covered with a sheet and blanket at all times and only the area currently being treated will be undraped.




What are your new COVID protocols?


1. All staff members will be screened daily and must pass their screening to be able to work 2. We have enhanced cleaning and disinfecting protocols (before, during and after appointments) 3. All staff members will be in appropriate PPE 4. All clients must pass their COVID screening survey before coming for their appointment 5. Everyone must sanitize their hands upon entering and leaving the clinic 6. Therapists and clients will be wearing masks throughout the treatment 7. Temperature checks will be done for all those entering the clinic with an infrared thermometer 8. All those who are ill or present with any known symptoms are asked to cancel their appointment or will be sent home