Cancellation Policy

This policy explains the definition, timeline, and fees related to cancellations. By scheduling an appointment with IVONNE you agree to the following Cancellation Policy on this page.

On This Page

  1. Overview
  2. Definitions
  3. Timelines
  4. Responsibilities
  5. Methods of Cancelling and Changing
  6. Penalties 
  7. Reasons
  8. Holiday Cancellations
  9. Force Majeure
  10. Update Log
IVONNE has specific requirements around no-shows, late arrivals, last minute cancellations, and appointment rescheduling. The goal of our policies is to deliver the highest level of service to all clients.

Overview

All appointments must be scheduled, changed, or cancelled online through the Acuity Scheduling system. Appointment requests should rarely be made by telephone, voicemail, email, direct message, or any other means.

Clients who manage their own appointments directly will avoid any confusion about the date, time, and other important details of their appointment, which ultimately lead to a better personal experience.

As a small, locally-owned family business IVONNE cannot back-fill appointments that are cancelled, or changed inside of 48 hours.

Definitions

Cancellation means any appointment that has been cancelled; or any appointment that needs to be rescheduled within 48 hours of the original appointment time.

No-Show means any appointment where the appointment remains logged in our scheduling system and the client has not shown up (regardless of communication).

No-Call/No-Show means any appointment where the client has not shown up AND has not communicated with the clinic in advance.

Late Arrival means any appointment that cannot be started within 15 minutes of the appointment start time because the client is not here or not ready.

Appointment Confirmation Fee - A mandatory payment used to secure your appointment into our scheduling system and to send confirmation of your appointment to you. Appointment Confirmation Fees are not deposits, and are non-refundable. Appointment Confirmation Fees are applied towards what you owe for your treatment at the completion of your appointment.

48 Hours for Cancellation or Rescheduling

Clients must make any changes or cancellations to their appointment no later than 48 hours before the scheduled appointment time. 

Method of Cancelling or Changing Appointments

All cancellations or changes to appointments must be made through any of the following:

  • The original "Change/Cancel" button included in your original confirmation email (from scheduling@acuityscheduling.com); or
  • Through the Cancellation workflow in our online booking tool here.

If experiencing technical difficulty while making changes to your existing appointment please contact reception between the hours of 9a.m. and 5p.m. Monday through Friday, or 9a.m. and 5p.m. on Saturday. Reception and scheduling support is not available on Sunday.

By Phone: (613) 695-6662
By Email: reception@ivonnesanchez.com

 
Please leave the following details in your message including:
  • Name
  • Phone Number
  • email address
  • Appointment Details
  • (screenshot, or recording of the error) so that we can assist you.

Responsibilities

It is the responsibility of all clients to record their IVONNE appointments in their personal or professional calendars at the time of scheduling. Clients should also set appropriate reminders in advance of their appointment start times.

While IVONNE sends automated email appointment reminders at 7 days, 24 hours, and (sms + email) 2 hours before the appointment start time we cannot accept any responsibility for missed notifications, or notifications that do not send.

All clients should add the following email addresses to their personal address book to ensure delivery of notifications:

scheduling@acuityscheduling.com
reception@ivonnesanchez.com

Tip: If you do not receive your initial email confirmation upon scheduling you should immediately:

  • Check your SPAM or Junk folder
  • Double check to ensure that the email used to schedule your appointment is correct by calling our clinic at (613) 695-1570.

It is the client's responsibility to plan their transportation and parking times well in advance and to communicate any special requirements with the clinic up front and at the time of scheduling.

Penalties and Charges

Changes to appointments or Cancellations within 48 hours of the appointment start time will result in:

  • The loss of Booking Confirmation Fee paid at the time of scheduling; together with
  • Up to 100% of the total cost of the service

Late Arrivals (at 15 Minutes after the scheduled appointment start time) will result in:

  • The appointment being cancelled at the discretion of IVONNE after 15 minutes; and
  • Up to 100% of the value of the service time being charged to the credit card on file. 

No-Call/No-Shows will result in:

  • Loss of the Appointment Confirmation Fee; and
  • Up to 100% of the value of the service time being charged to the credit card on file.
  • Loss of access to online scheduling or ability to schedule appointments with IVONNE altogether.

IVONNE reserves the right to refuse service or require 100% prepayment in full to clients with perpetual cancellation and rescheduling activity. (e.g. 3 consecutive rescheduling events); or for first-time clients.

Reasons

COVID-19 (Pandemic, Endemic, or Seasonal Sicknesses)

IVONNE follows the advice and directives of the public health office as it relates to performance of Personal Services. Even outside of a pandemic it is always advisable to stay home if you are not feeling well.

The health and safety of our clients and our team remains our highest priority. This is why IVONNE will carry forward any monies paid or charged for an appointment to a future date, provided that the client acts reasonably with regards to managing their appointment.

Cancelling or changing your appointment due to personal illness will result in a charge equal to the amount of the service, however the monies will be held on file as a credit. It is strongly recommended to schedule your next appointment sooner than later, so that the credit can be applied to the booking.

Note: A new Appointment Confirmation Fee will be charged at the time of scheduling.

For cancellations due to new (certifiable) chronic illnesses or newly diagnosed disease please allow us to work with you in order to facilitate a refund or allocation to other products or services.

See Force Majeure below.

Forgetting Your Appointment

Forgetting about an important appointment which may have been scheduled weeks or months in advance can happen. Unfortunately, IVONNE cannot accept any responsibility for forgotten appointments.

Professional Obligations (Work Reasons)

When you miss your appointment we miss out on doing what we love, and forego important revenue that sustains our small business and young families of those who work here.

Our other clients also miss out since they cannot use this same time slot since it is too short notice to backfill.

You lose out since you could be missing out on an important service, or a critically-time touch-up appointment, which you may not have access to again. 

Weather

IVONNE cannot accept appointment changes or cancellations owing to weather events that have 48+ hours advanced warning. It is up to clients to monitor their travel routes and Weather Warnings and Public Alerts, and to plan accordingly.

See Force Majeure below.

Civil Unrest or Terrorism

When acts of civil unrest or acts of terrorism occur clients should place their personal safety as top priority.

IVONNE cannot accept responsibility for appointments that are cancelled, abandoned, or changed as a result of civil unrest or terrorism, however all monies paid/owed will be carried forward to your next future appointment date. 

In order to secure the next best available time all clients are asked to self-mange and self-reschedule their appointments to any date in the future, thereby preserving their Appointment Confirmation Fee in line with their appointment.

See Force Majeure below.

Government Mandated Closure

IVONNE adheres to official Government mandated closures that have been published on news.ontario.ca, or through an official government website. IVONNE cannot take responsibility for perceived or potential closures that have not been confirmed by an official office.

When IVONNE is forced to close due to government law clients can rest assured knowing that their Appointment Confirmation Fees and any monies paid will be carried forward to a future appointment time.

In order to secure the next best available time all clients are required to self-mange and self-reschedule their appointments to any date in the future, thereby preserving their Appointment Confirmation Fee in line with their appointment.

See Force Majeure below.

Cancelling or Changing An Appointment

Each appointment must be managed individually. Cancelling or changing one appointment has no effect on other appointments that may be scheduled on the same day, or in the future.

To cancel or change your existing appointment please tap or click on the ‘Change/Cancel’ button on your original appointment confirmation email.

Holiday Cancellations/Rescheduling Policy

Appointments scheduled on holidays require 7 days of advance rescheduling or cancellation, failing which a fee equal to 100% of the service will be charged to the credit card on file.

Holiday appointments are defined as those scheduled for any of the following days:

– January 1 (New Years Day)
– Easter including Good Friday, Saturday, Easter Sunday, and Easter Monday
– Victoria Day Weekend, including Saturday, Sunday, or Monday
– August Civic Holiday including Saturday, Sunday, or Monday
–  Labour Day Weekend, including Saturday, Sunday, or Monday
– Thanksgiving Weekend, including Saturday, Sunday, or Monday)

– December 24 (Christmas Eve)
– December 25 (Christmas Day)
– December 26 (Boxing Day)
– December 31 (New Years Eve)

The above holiday dates are not always open for scheduling, but may be available and are subject to change without notice.

Force Majeure

IVONNE shall not be liable or responsible, nor be deemed to have defaulted under or breached its Agreement, for any failure or delay in fulfilling or performing any term of its Agreement (except for any obligations to make previously owed payments to the other Party hereunder) when and to the extent such failure or delay is caused by or results from acts beyond the impacted Party’s (“Impacted Party”) reasonable control, including, without limitation, the following force majeure events (“Force Majeure Event(s)”) that frustrates the purpose of this Agreement: (a) acts of God; (b) flood, fire, earthquake or explosion; (c) war, invasion, hostilities (whether war is declared or not), terrorist threats or acts, riot or other civil unrest; (d) government order or law; (e) actions, embargoes or blockades in effect on or after the date of this Agreement; (f) action by any governmental authority; (g) national or regional emergency; (h) strikes, labor stoppages or slowdowns or other industrial disturbances; (i) epidemic, pandemic or similar influenza or bacterial infection (which is defined by Health Canada and/or the municipal or provincial Public Health Office as virulent human influenza or infection that may cause global outbreak, or pandemic, or serious illness); (j) emergency state; (k) shortage of adequate medical supplies and equipment; (l) shortage of power or transportation facilities; and (m) other similar events beyond the reasonable control of the Impacted Party.

Interpretation: IVONNE may, at its sole discretion under the circumstances above choose to cancel, postpone, or reschedule any performance including but not limited to service, appointment, or product delivery without incurring any penalty or further obligation.

Updated: April 5, 2022

April 5, 2022 Update: This policy was elaborated on to further explain all of the scenarios that may result in cancellations or changes to appointments. The timelines have not changed and remain 48 hours.