Refunds
Refund and cancellation policy
Last updated 13 November 2026. These rules match the prices on the pricing page. Requests need to arrive in writing, by e-mail to [email protected] or through the contact form with “Cancellation” at the start of the message. We confirm in writing. Refunds, when they apply, go back by the same rail you paid on, usually within ten business days of the decision.
GST that was included in a fee is included in any refund of that fee. We do not keep a silent “administration hold-back” that was not named in the estimate you signed.
Write to the desk See pricingAssessment
The CAD 189 hour
Cancel the Vitality Assessment more than 48 hours ahead and we return the fee in full if it was already taken. Inside 48 hours, or on a no-show, we keep CAD 189. If you arrive and we complete the hour, the fee is earned. If you continue into Reset or Restore within 30 days, that CAD 189 is credited against the program; it is not refunded in cash on top of the credit.
If the screening call already showed that we could not take the case, we do not book the 90 minutes. If the finding appears during the hour (a sudden surgical problem, a pressure we will not load, a presentation that belongs in emergency care), you have used clinician time. We keep CAD 60 for the work done and return the rest, unless the hour was completed as a full assessment with a written plan, in which case CAD 189 stands and you still leave with the page. We would rather say this in advance than argue it at reception.
Programs
Reset, Restore and unused modules
Cancel Reset or Restore more than 48 hours before the first program session (the first check-in after the assessment) and we return the program fee minus the assessment if the assessment already happened. After the first check-in, we refund the unused portion on a simple split: completed weekly consults at CAD 95 each, completed in-clinic sessions at their add-on prices, sleep or nutrition modules counted as delivered once their first week has started, and the remainder returned. If that math would put you in debt to us, we waive the difference; we do not invoice extra to “catch up” a cancellation.
Instalments already taken are part of that math, not a separate penalty. Instalments not yet taken are not collected. Acoustic-wave or pelvic-floor courses that have started are charged per visit completed at the single-session rate, and any unused visits in a prepaid course of six are returned minus those visits. We do not refund a visit that occurred because you disliked the sensation of the device. We do refund unused visits when we stop the course for a medical reason named by a physician.
Sustain
Monthly membership
Sustain has a three-month minimum. Write at least 14 days before the next billing date to stop after the minimum. A month that has already started is not split. We do not refund unused “priority booking” as a separate line; it is part of the month. If you pause for a physician-documented medical reason, we can freeze up to three months without ticking the minimum again, once, in a twelve-month period.
No-shows and medical stops
When a session is treated as delivered
A no-show, or a cancellation inside 48 hours, counts as delivered for that visit: CAD 95 for a 30-minute consult, CAD 115 for pelvic floor, or one unit from a course of six. A first no-show in a program is a warning in the chart; a second in the same block is a conversation about whether the calendar is honest. We would rather rewrite dates than collect a stack of no-show fees.
If a physician writes that you must stop, send the letter. We refund unused future modules without the usual 48-hour haircut, and we keep fees for work already done. A medical stop is not a way to unwind a program you have simply tired of in week 7. We will ask for the letter because the two situations are different, and the refund math is different.
Law
Alberta Consumer Protection Act and this page
Nothing on this page is meant to take away a right you have under Alberta consumer law. If a statutory cooling-off right applies to a particular contract you signed, that right wins. Disputes that cannot be settled in writing are governed by the laws of Alberta, with Calgary as the venue, as restated in the terms of service.