This Booking Policy explains how appointments are scheduled and managed for services provided by Restore at Home. By booking an appointment, you agree to this policy.
Effective Date: November 27, 2025
Last Updated: March 06, 2026
Booking Appointments
Appointments may be booked online, by phone, by email, or through our Zanda booking system.
A booking request is not considered confirmed until you receive confirmation from Restore at Home.
Service Area
Restore at Home provides mobile physiotherapy services within selected areas of the Greater Toronto Area and surrounding communities, subject to availability.
Service availability may vary based on practitioner schedule, travel time, and location.
Complimentary Discovery Calls
Where offered, a complimentary discovery call is intended to help determine whether our services may be a good fit.
A discovery call is not a physiotherapy assessment, diagnosis, or treatment session and does not replace medical advice or emergency care.
Information Required for Booking
To schedule an appointment, you may be asked to provide:
Your name
Phone number
Email address
Home address for mobile visits
Reason for booking
Preferred appointment time
Relevant health or administrative information needed to arrange care safely and appropriately
You are responsible for ensuring that the information you provide is accurate and up to date.
Consent to Assessment and Treatment
A physiotherapy appointment may include assessment, treatment, education, exercise prescription, self-management advice, and clinical documentation.
Informed consent is required before assessment or treatment begins. Consent may be withdrawn at any time, subject to legal, professional, and clinical limitations.
Fees and Payment
Current fees will be provided before you are charged for services.
Unless otherwise stated in writing:
Payment is due at the time of service
Accepted payment methods will be communicated at or before booking
Receipts will be provided where appropriate
Fees for reports, forms, record requests, or other non-treatment services may be quoted separately
Any applicable fees will be disclosed in advance where required.
Cancellation and Rescheduling
We ask for at least 24 hours’ notice if you need to cancel or reschedule your appointment.
Appointments cancelled with less than 24 hours’ notice may be subject to a late cancellation fee equal to 50% of the booked visit fee.
This policy helps protect appointment availability and reserved travel time for mobile care.
No-Shows and Same-Day Cancellations
If you miss your appointment without notice, or cancel on the same day as your appointment, you may be charged a fee equal to 100% of the booked visit fee.
Repeated missed appointments may result in a requirement for prepayment or refusal of future bookings.
Late Arrival
If you are late for your appointment, your session may need to be shortened to avoid affecting the remainder of the schedule.
The full appointment fee may still apply.
If your physiotherapist is delayed, reasonable efforts will be made to notify you and provide an updated arrival window where possible.
In-Home Appointment Requirements
For mobile visits, you agree to provide:
A safe, respectful, and reasonably clean environment
Sufficient space for assessment and treatment
Safe and reasonable access to the home
Advance notice of any building access requirements, pets, parking limitations, or safety concerns
We reserve the right to shorten, reschedule, or decline a visit if the environment is unsafe, inappropriate, or materially different from what was disclosed at the time of booking.
Illness and Infection Control
Please let us know before your appointment if you are experiencing symptoms of a contagious illness or if there are infection-control concerns in the home.
Where appropriate, we may reschedule the appointment or offer a virtual option.
Virtual Appointments
Where virtual physiotherapy is offered, you are responsible for:
Having an appropriate internet connection and device
Being in a private and safe environment
Ensuring there is enough space for movement-based assessment or exercise instruction
Not all conditions are appropriate for virtual care. We reserve the right to recommend in-person care or referral elsewhere where clinically indicated.
Insurance and Reimbursement
If you intend to use extended health benefits or other insurance coverage, you are responsible for confirming your eligibility, coverage limits, referral requirements, and reimbursement rules.
Unless otherwise agreed in writing, you remain responsible for payment of all fees regardless of insurance reimbursement.
Minors and Substitute Decision-Makers
For patients who are minors or who require a substitute decision-maker, a parent, guardian, or authorized decision-maker may be required for booking, consent, communication, and attendance, as appropriate.
Respectful Conduct
Restore at Home is committed to a safe and respectful care environment.
Abusive, threatening, harassing, discriminatory, or unsafe behaviour may result in immediate termination of the appointment and refusal of future service.
Emergency Situations
Restore at Home does not provide emergency medical services.
If you are experiencing severe symptoms, chest pain, difficulty breathing, signs of stroke, serious injury, or any urgent concern, call 911 or seek immediate medical care.
Changes to Appointments or Policy
We may need to reschedule appointments due to illness, weather, travel conditions, emergencies, or other circumstances beyond our control.
We may also update this Booking Policy from time to time. The most current version will be posted on this page.
Contact
For booking questions, cancellations, or rescheduling, please contact:
Restore at Home
Email: info@restoreathome.ca
Phone: (416) 995-0150
Website: https://restoreathome.ca