Clinic Policies

We ask for 24 hours' notice for all cancellations and reschedules. This allows us to offer the appointment time to another patient.

Late cancellations (less than 24 hours) and no-shows may be subject to a cancellation fee equal to 50% of the scheduled appointment cost. This fee is not covered by insurance.

We understand that emergencies happen. If you need to cancel on short notice due to illness or an unexpected situation, please call the front desk and we will do our best to accommodate you.

Please arrive 10–15 minutes early for your first appointment to complete intake paperwork.

Bring your extended health benefit card for direct billing, any relevant imaging (X-rays, MRIs) or previous medical records, and wear or bring clothing that gives access to the area being treated.

Initial appointments are typically 45–60 minutes. Follow-up appointments are 30–45 minutes. Your practitioner will discuss the recommended treatment frequency and timeline at your first visit.

We accept cash, credit card, and debit. Payment is due at the time of your appointment.

Direct billing is available for most extended health benefit plans, including Sun Life, Great-West Life, Blue Cross, Manulife, Desjardins, Canada Life, and many others. Bring your benefit card to your first appointment and we will set up direct billing for you.

If your plan does not support direct billing, we will provide a receipt for you to submit to your insurer for reimbursement.

Please note that it is your responsibility to understand your own benefit coverage, including annual limits and per-visit maximums. The front desk can help you check your coverage if you are unsure.

Vela Health Victoria is committed to protecting your personal health information in accordance with British Columbia's Personal Information Protection Act (PIPA) and the standards of our regulatory colleges.

Your health records are stored securely and are only accessed by practitioners directly involved in your care. We do not share your information with third parties without your written consent, except as required by law.

If you have questions about how your information is handled, please speak with the front desk or your practitioner.

All assessment and treatment at Vela Health is performed with your informed consent. Your practitioner will explain what they plan to do, why, and what to expect before proceeding.

You have the right to ask questions, decline any part of the assessment or treatment, and withdraw consent at any time. Internal pelvic floor assessment, for example, is always optional and never assumed.

If you have questions about any of these policies, please contact the front desk at (250) 590-8352 or email frontdesk@velahealthvictoria.com.