Cancellation, Rescheduling & No-Show Policy

Effective: November 8, 2025

Standard appointments (30–60 minutes)

• Change or cancel ≥ 24 hours before your start time: no fee.
• Late-cancel (< 24 hours): $50.
• No-show / not available within 10 minutes (including telehealth): $50.

Home visits (mobile care in Calgary area)

• Change or cancel ≥ 24 hours (≥ 48 hours if extended/testing): no fee.
• If the clinician is en-route (within ~90 minutes of start) or arrives and the visit cannot proceed (no access, not present, declines care), it is billed as a no-show: $100.
• You may switch to telehealth before the start time—no fee.

Telehealth specifics

• Join from a device with a camera/mic and stable internet.
• If you’re not present in the video room within 10 minutes of the start time, it’s a no-show (fee per Section 1 or 2).
• If our technology fails, no fee—we’ll rebook or call you.

Illness, emergencies & weather

• Illness/contagious symptoms: switch to telehealth for the same appointment—no fee.
• Severe weather or unsafe travel: fees are waived when public advisories indicate unsafe travel.
• Hospitalization or true emergencies: always waived—contact us when able.
• One-time courtesy: we may waive one late-cancel/no-show per 12-month period.

How to cancel or reschedule

• Client Portal (fastest): /portal
• Phone: (587) 355-1723 (voicemail accepted; timestamp applies)
• Email: info@hyperionhealth.ca

Payment & insurance

• Cancellation/no-show fees are uninsured and not billable to extended health plans.
• Per your Card-on-File Authorization, we may charge the posted fee to the card on file; an email receipt is provided.
• Urgent or necessary care is not denied due to unpaid fees.

Packages, employer-funded & programs

• Prepaid packages/programs: a late-cancel/no-show forfeits one session or incurs the posted fee, as stated at purchase.
• Employer/insurer-funded visits: if the payer declines late/no-show charges, the patient is responsible.

Clinic-initiated cancellations

• If we must cancel or reschedule, you are never charged. We’ll offer the earliest next openings and wait-list priority.

Repeated missed appointments

• To keep access fair for all patients, ≥ 3 late-cancels/no-shows within 6 months may require prepayment or limit future bookings to same-day availability.