Help & Support
FREQUENTLY ASKED QUESTIONS
Everything you need to know before getting started.
SERVICES & TREATMENT
1. What services does Flexology offer?
Flexology offers five core service areas:
- Manual Osteopathy
- Personal Training & Weight Loss Services
- Functional Health & Nutrition Services
- Kinesiology & Sports Therapy
- Registered Massage Therapy
Our multidisciplinary approach allows us to tailor care to your individual needs, health, and goals.
2. What conditions and concerns can Flexology help with?
We help individuals manage acute and chronic pain, musculoskeletal injuries, mobility limitations, and movement-related concerns. We also support people looking to improve physical strength, fitness, weight management, mobility, and overall health.
3. What age groups does Flexology treat?
We provide services to individuals between the ages of 5 and 99. Although our primary patient population is adults, we also work with children and younger individuals where appropriate.
4. What is included in the initial assessment?
Your 50-minute initial assessment is a comprehensive evaluation of your medical history, physical condition, symptoms, and functional goals. Depending on your presentation, it may include:
- Orthopaedic, spinal, and joint examinations
- Neuromuscular and manual muscle testing
- Postural, balance, centre-of-gravity, and perturbation assessments
- Vitals and health baseline assessment
- Cardiovascular and respiratory assessments, including spirometry
- Metabolic stress testing, where appropriate
- Red-flag screening and medical history review
- Pain neuroscience education
Additional testing may be performed when clinically appropriate.
5. Does my initial assessment include treatment?
No. Your initial appointment is dedicated to a comprehensive assessment and evaluation. Your practitioner will explain their findings and recommendations, with treatment scheduled separately through follow-up appointments.
6. What treatment techniques and modalities are available?
Your treatment approach is individualized according to your assessment, goals, and booked service. Depending on your needs, modalities may include:
- Manual and osteopathic therapy
- Joint and spinal corrections
- Soft-tissue, fascial, and lymphatic therapies
- Craniosacral and somatovisceral techniques
- Cold laser and neuromuscular electrical stimulation
- IASTM, muscle scraping, and therapeutic taping
- Corrective exercise and rehabilitation
- Strength, mobility, and flexibility training
- NeuroKinetic Therapy and applied pain neuroscience
- Functional health, nutrition, and lifestyle guidance
Not every modality is appropriate for every patient. Your practitioner will recommend suitable approaches based on your individual requirements.
7. Can I choose my preferred practitioner?
Absolutely. You can request a specific practitioner, including a male or female practitioner, or choose to work with multiple professionals.
With your permission, we can coordinate a multidisciplinary Circle of Care, integrating the expertise of different practitioners when appropriate to support your needs and goals.
8. How long are appointments?
Initial assessments are 50 minutes. Follow-up appointments for Manual Osteopathy, Kinesiology, and Sports Therapy are 40 minutes. Appointment durations for Registered Massage Therapy, Personal Training, and Functional Health services vary depending on the service booked.
9. How many appointments will I need?
This depends on your condition, assessment findings, history, and goals. Your practitioner will recommend an appropriate care plan and monitor your progress, adjusting treatment as needed. There is no one-size-fits-all treatment schedule.
10. Can I continue exercising while receiving treatment?
In most cases, yes. Appropriate physical activity can be an important part of recovery and long-term health. Your practitioner can recommend exercise modifications, mobility work, and progressive strengthening strategies based on your condition and physical capabilities.
BOOKINGS, INSURANCE & PAYMENT
11. Do I need a physician's referral to book an appointment?
No. You can book directly with Flexology without a physician's referral for all our regular services.
The exception is motor vehicle accident (MVA) rehabilitation, which requires the appropriate medical or physiotherapy recommendation and insurance authorization before treatment can be billed under Section B benefits.
12. Does Flexology offer direct billing to extended health insurance?
We do not currently offer direct billing to extended health insurance providers. Payment is collected following your appointment, and we provide a unique invoice that you can submit to your insurance provider for reimbursement.
Coverage varies by employer, insurer, plan, and practitioner. We recommend confirming your Osteopathy, Kinesiology, or Registered Massage Therapy coverage and reimbursement limits before booking.
13. How much do appointments cost?
Our standard Osteopathy, Kinesiology, and Sports Therapy appointment fees are:
- Initial Assessment (50 minutes): $225 + applicable tax
- Subsequent Treatment (40 minutes): $175 + applicable tax
We also offer discounted care packages for new and existing patients. Fees for other services vary depending on the appointment selected. Please contact us for current pricing.
14. Does Flexology accept motor vehicle accident (MVA) claims?
Yes. We accept eligible MVA rehabilitation claims for Osteopathy and Kinesiology services under Section B benefits, subject to pre-approval.
Before treatment can be billed to your MVA insurer, we require:
- An authorized physician's or physiotherapist's note recommending Osteopathy or Kinesiology services.
- Written pre-approval from your MVA insurance provider.
- Authorization from your insurance adjuster confirming coverage for the requested services.
All required documentation and approvals must be received before MVA direct billing can begin.
15. Does Flexology accept WCB claims?
No. Flexology does not currently accept Workers' Compensation Board (WCB) claims.
APPOINTMENT PREPARATION & CLINIC POLICIES
16. What should I do before my first appointment?
All intake documentation is sent electronically when your appointment is booked. Flexology is a paperless clinic, and all required forms must be completed and submitted through your secure patient portal at least 24 hours before your appointment.
You can also upload relevant medical reports, imaging, and previous treatment records for your practitioner to review. Physical copies can be brought to your appointment if needed.
17. When should I arrive for my appointment?
Please arrive 5–10 minutes before your scheduled appointment. Once you arrive, call the clinic from your vehicle to check in. Your practitioner will contact you when they are ready to begin.
We operate by appointment only, so please wait for your practitioner to notify you before entering.
18. How long are care packages valid, and what are the payment terms?
All new and existing patient care packages are valid for six months from the date of purchase.
Packages must be paid in full before or immediately following the first appointment. We do not offer payment plans.
19. Are care packages refundable or transferable?
Once the first appointment or treatment included in your package has been used, the package becomes non-refundable and non-transferable.
Before the first appointment is used, the entire package may be transferred to another individual within its original six-month validity period. Partial transfers are not permitted.
20. What is Flexology's cancellation and missed-appointment policy?
We enforce a strict 48-hour cancellation policy:
- Less than 24 hours' notice: 100% of the scheduled appointment fee.
- 24 hours or more, but less than 48 hours' notice: 50% of the scheduled appointment fee.
- 48 hours or more notice: No cancellation fee.
Cancellations can be submitted by email, voicemail, or through your online patient portal.
For appointments booked using a care package, late cancellations and missed appointments are subject to the same policy and may result in the scheduled package session being forfeited without a refund.
Patients who consistently late-cancel or miss appointments may be declined future care to respect the time and schedules of our practitioners.
Still have questions?
Our team is happy to help you understand our services, appointment options, and policies before you book.
Contact Flexology: Pain & Injury Clinic Inc.