We are open and observing COVID-19 safety protocols.

Frequently Asked Questions


With life returning to some sense of normal after the initial COVID-19 outbreak, we are reopening our clinic, and with it, implementing new policies and guidelines.   

Because we anticipate that you might have questions or concerns about how the new policies and guidelines affect you, we have provided a list of commonly asked questions and answered them to the best of our ability. It is important to note that these policies may vary somewhat from clinic to clinic, as each massage association has created its own standards, with many being mandatory to continue operation. We would also like to note that as our clinic is in a shared space with other therapies, you may see some of these policy differences immediately upon your arrival.  

Please note, non-compliance with our clinic policies may result in immediate cancellation of your appointment. 

Your Appointment During Covid-19

Do I need to fill out a pre-screening form before every appointment? Can I fill it out when I arrive?

Every pre-screening form is fillable and must be completed and submitted 24 hours prior to your appointment. If you have any difficulty completing the form prior to your appointment, please contact us by phone or email.

If I am experiencing any symptoms, will I be turned away?

In short, yes. Regardless of if you are experiencing COVID19 related symptoms or even allergies, we encourage you to stay home when ill. This is not only to prevent the possible spread of infection within our clinic, but massage has been known to exacerbate cold and flu symptoms as well. 

When I arrive for my appointment, where should I go?

Please do not arrive more than 5 minutes before your appointment time. If you arrive by car, we will ask you to wait in your car until we can call or text you. If you arrive by walking/bike/transit, use of the reception area is limited, but accessible. Going forward, the only access to our clinic is using the back door (up the wooden steps).  

Am I required to wear a mask during treatment?

Yes, all visitors to our clinic must wear a mask to stop the spread of COVID. Cloth masks are perfectly acceptable. Our associations in addition to the provincial government have strongly recommended this. At this time, wearing a mask will be mandatory in order to receive treatment at our clinic. 

I did not bring a mask. Will Theralleve supply one?


Some clinics are including a COVID-19 surcharge. Will Theralleve?

With most people only starting to return to work now, we know there is still a financial strain and have decided that for the time being, our rates will not see an increase.   

What is Theralleve’s COVID-19 cancellation policy?

We have modified our cancellation policy so that you may cancel same day without penalty. We simply ask that you provide as much notice as possible. However, individuals who do not show up to their appointment, and do not call ahead to cancel, will be charged our no-show fee of $30. 

What if I am late to my appointment?

If you are more than 5 minutes late, this will impact your hands-on massage time. Regardless of hands-on time, the treatment cost will remain the same.

If I need to use the washroom, is this still available?

You most definitely can still use the client washroom near the reception area. We encourage you to use the “sanitization station” near the back door when you first arrive and upon leaving.  

Can I put my things on the chair and desk like I normally would?

We will be providing a container for your items – please use as directed by your therapist.

Can someone attend my appointment with me?

No – unless they are there to provide you with physical assistance.

Will Theralleve still accept cash payments?

We are not accepting cash payments currently to help reduce the spread of infection. We do offer options for both contactless and PIN based card payments, and regularly disinfect our POS after all transactions.

Other Things We’re Doing To Protect You

Has Theralleve changed its cleaning and disinfection habits?

Yes. While our initial protocols were quite strict to begin with, our new protocols meet or exceed the mandatory standards set by our associations. This includes not only frequency and duration of cleaning, but the products we use to clean with, how often we “deep clean”, and how we dispose of single-use items, such as face masks Should you have any questions, ask us. 

What happens if a therapist or a client tests positive for COVID-19?

While we are taking every pre-caution possible to greatly reduce the risk of transmission, we understand this is still a risk. Should this happen, we will contact all clients treated within the specified time frame of the positive result, put out a public notice and follow standard outbreak protocol. We will never disclose identifying information about the infected individual

General FAQ

Are your therapists licensed and certified?

Yes! Part of what sets us apart is that we pride ourselves on hiring therapists with a minimum of 2200 hours which means they are fully licensed and qualify for direct billing. Our therapists are frequently upgrading their skills and areas of specialization too. 

Is direct billing available? And can you provide receipts?

We direct bill to most major insurance companies. We also provide invoices for manual claims.

What happens if my insurance claim does not go through, or is only partially covered?

We do encourage clients to always have a backup form of payment in the event their direct billing claim does not go through or is only partially covered.We direct bill to most major insurance companies. We also provide invoices for manual claims.

Will you check to see how much my insurance will cover, or how much I have left to use?

As therapists, we are limited in the details of your insurance and can only process what is available. Your best option is to review your policy by either calling your insurance directly or if able, using their self-serve app should they have one. 

Do you have a receptionist?

At this point we do not which means that if we are in session with a client, we will not be able to get back to you until we are finished. We ask that you leave a voicemail and we will get back to you as soon as possible. If you are inquiring about therapist availability/booking an appointment, please click here. 

What is your cancellation policy?

*This policy has changed due to COVID. Please see COVID updates   

Our cancellation policy is a minimum of 12 hoursnotice. Cancellations without 12 hournotice may result in a charge of $30, regardless of treatment type. To cancel or reschedule, please to your booking email.

What if I am late?

*This policy has changed due to COVID. Please see COVID updates   

Because we understand life events can happen, we will allow up to 10 minutes for late arrival but please know that this will be counted within your appointment time. If you are later than 10 minutes, this will become a late cancellation, the cancellation fee may apply, and you will need to rebook. 

Am I required to fill out your medical history form before my massage?

Yes. All new clients must fill out a medical history form, and existing clients will be asked to update theirs once per year

What modalities (TMJ, aromatherapy, cupping, etc.) do your therapists offer?

Each therapist has their additionally modalities listed alongside their bio, here

Do your therapists accept tips?

Tipping is neither required nor expected. However, you can always show your appreciation by referring friends, family and co-workers to your massage therapist, or give us a review. Thanks! 

Do you offer couples massage?

No, we do not as we are therapy focused

Do you offer gift certificates?

We do! Ask us about them.