Frequently Asked Questions
Find answers to the most common questions about our services.
Our online booking site is the best way to book. It allows you to choose your therapist and find the time that works for your schedule.
Please add yourself to the waitlist if you don’t see the time and date that you are looking for.
You can also call and leave a voicemail and we will call you back, or you can email us, but the online booking system will secure your appointment time the quickest.
Prior to arriving at the clinic, you will have filled out an online case history form. This will be emailed to you at the time of booking. We ask that you arrive no more than 5-10 minutes before your appointment as we do not have a receptionist and we lock our door between treatments.
You will sign a consent to treatment form in our reception before going into the private treatment room with your therapist. Your RMT will discuss your health history, reason you are seeking treatment, areas of pain or discomfort and goals for treatment. The therapist may also ask to observe you through various ranges of motion. They may ask you if they can put their hands on various parts of your body as part of the assessment.
They will discuss a treatment plan with you for the session and obtain your consent. Before leaving the room to give you privacy to change, they will instruct you to undress to the appropriate level for treatment and to get on the table under the blankets. They will give you a bit of time to get on the table and then knock before coming back in.
Your therapist will check in with you throughout your session regarding pressure, pain, and comfort. When the session is over, your RMT will instruct you to change and meet them out front when you are dressed. They will leave the room and meet you in the reception. They may want to step back into the treatment room with you to discuss after care, complementary exercises, and if or when you should rebook. You will pay your therapist and they will email you your receipt.
Shorts and a sports bra can sometimes be helpful for assessment and treatment. Underwear without a bra may be best for better access to the back and ribs. Please speak to your therapist directly if you are uncomfortable removing any clothing. Please note that you will be draped with sheets and a blanket at all times other than the areas being worked on.
Email money transfer, cash, cheque, and debit are our preferred methods of payment. Credit cards may be accepted if you are unable to pay by the preferred methods.
No. At this time we do not direct bill. You pay us directly, we email you a receipt with our RMT number on it, and then you submit your receipt to your extended health insurance provider for reimbursement.
Yes, we accept ICBC patients, but we do not bill ICBC directly. You pay your therapist at the time of treatment and then submit your receipt to your adjustor for reimbursement.
We do not direct bill WCB. You would pay for your session and submit your receipt to WCB for reimbursement.
Yes. All of our therapists are trained in prenatal massage. We have a special supportive pillow that enables most pregnant women to lie comfortably face down. Additional pillows and table adjustments will be used to ensure everyone is comfortably supported.
Yes. All of our therapists are trained in working with the face and jaw to alleviate TMJ pain. Some of our therapists have extra training to work inside the mouth if indicated.
Yes, we do.
Please email us at clinic@synergymassage.ca if you have any questions regarding your child’s specific treatment needs. It may be recommended to book a shorter duration appointment depending on the age of the child.
Yes. Please read our bios to see who may have the training you are looking for, or contact the clinic email via email to inquire.
Yes. Please read our bios to see who may have the training you are looking for, or contact the clinic via email to inquire.
We require 24 hours notice for any cancellations or changes to your appointment, or you will be charged in full for the missed appointment. Your appointment time is reserved just for you. A late cancellation or missed visit leaves a space (and a loss of income) in the therapists’ day that could have been filled by another patient.
You can cancel or reschedule your appointment through your profile via our booking site as long as it is within the 24 hour window.
If it is under 24 hours notice, please call the clinic at 604.688.9212 and leave a voicemail AND email the clinic at clinic@synergymassage.ca.
In the case of an emergency or sudden illness, we would appreciate as much notice as possible. We will do our best to fill the spot for late or same day cancellations, in which case you will not be charged.
One hour sessions are the most typical. We recommend this for first sessions. Depending on what your issue is, your therapist may recommend a shorter or longer session for subsequent treatments. Young kids may be better off with a shorter session of 30-45 minutes.
Yes. Please email the clinic if you would like to purchase a gift card.
There is paid street parking right out front, as well as some free parking on the side streets. Please note resident only signs and park accordingly.
Yes. Our clinic is at street level and we have an accessible washroom.
Yes. We provide a safe, welcoming and inclusive space for everyone.
Yes. We encourage patients to try out different therapists as everyone has their own unique style. All therapists can access clinic files so we know what treatment plan may be underway for you.
No. We do not require a doctor’s note. However your insurance plan may require you to submit a doctor’s referral for your reimbursement. Check your plan for details.
Please email the clinic at clinic@synergymassage.ca