FAQ’s

Moving Information

We’ve Moved! As of January 2, 2024, we are located at 115 Stafford Drive. S

We have loved our time at our previous location and the opportunity to grow, but we look forward to a more functional space to better serve our staff and clients in a bigger facility! What does this mean for our clients?

  • Improved parking (ample free parking lot and additional free street parking)
  • Improved waiting areas
  • More spacious rooms
  • More functional clinic layout 
  • A dedicated physiotherapy section & dedicated exercise space 
  • Space to expand to new modalities such as acupuncture (coming spring 2024)
  • Convenient downtown location with the same great staff 

What is your COVID-19 Policy?

  • Please do not arrive for your appointment if you are experiencing multiple symptoms, or have been diagnosed with COVID-19. We will reschedule your appointment a week from your scheduled date
  • As of March 1, 2022, masks will not be mandatory in the clinic. Many of our staff are electing to wear a mask due to the close nature of our industry. Masking Is encouraged but optional for clients. 
  • We are asking all clients to please use the provided hand sanitizer available at our entrance prior to and when leaving your appointment

What is your cancellation policy? *Updated June 2023

Your massage time is specifically reserved for you and can be very hard to fill last minute. As of July 7, 2023 Cancellations with less than 24 hours’ notice are subject to a $35.00 fee per person. A $50.00 fee is applied to the first no-show appointment. The second no-show appointment is charged the full appointment fee. This fee will need to be paid before booking another appointment.

Can I bring my children to the clinic?

Massage benefits growing pains, anxiety and child health. We offer youth massages for children 6 years to 17 years old. As much as we love children, the clinic is not designed to keep them entertained. Out of respect for your time and other clients please make arrangements for children 5 and under.

What services do you offer?

Currently, we offer massage therapy, physiotherapy, acupuncture and reflexology services. You can find a full list of these services including details by scrolling over the “services” tab at the top of the page. 

Are your massage therapists accredited?

Yes, our registered massage therapists have all earned Massage Therapy Diploma’s and meet the 2200-hour standard for insurance billing. All of our student massage therapists can provide massage treatments and are in accredited educational programs that will result in a diploma and the 2200-hour competency upon graduation. Student massage therapists are unavailable for direct billing until graduation.

All of our practitioners including physiotherapists, acupuncturists and reflexologists are registered to practice and hold individual insurance. 

How do I prepare for my first appointment?

We suggest arriving 10 minutes early with your group benefits card. A picture of the group benefits card also works if clients don’t have a physical copy with them. A health history form is required to be filled out online before the massage. Please check in at the front desk and help yourself to a water or bathroom break before the start of your appointment.

Jump over to our blog section for a complete list of what to expect and how to get the most out of your experience. 

I want to use my insurance coverage, how does that work?

Bring your insurance card with you to your appointment. This is the most accurate way to find your plan coverage and get you set up for online submission. Companies will cover a certain dollar or percent amount and a doctor’s note or prescription is sometimes required on file. If you’re unsure what coverage your provider gives for massage therapy, contact your provider directly. For client privacy, we cannot call the provider on your behalf.  

In addition to group insurance plans, we accept Cash, Debit, Visa, or Mastercard. 

What insurance companies do you direct bill to? We can send direct billing claims to the following insurance companies:

Alberta Blue Cross
Alberta School Employee Benefits Plan (ASEBP)
Alberta Retired Teachers Association (ARTA)
Assured Income for the Severely Handicapped (AISH)
Chamber of Commerce
Empire Life
Great West Life
Green Shield Canada
Group Health
Industrial Alliance Financial Group
Johnson
Johnston Group Inc.
Manulife
Maximum Benefit
Medavie Blue Cross
People’s Corporation
Sun Life Financial
SSQ Insurance
RWAM Insurance Administrators
Victor Insurance

To use AISH or Alberta Works plans, please bring in the AISH or Alberta Works approved documents for “Continuing Massage Therapy”. Our office will help clients fill these out if they are unsure of the information needed or have any questions. 

I don’t see my insurance provider on the direct billing list, can I still use my insurance?

Yes, our therapists are 2200-hour accredited and we can provide you with a receipt for reimbursement. All insurance company providers have different terms and conditions when it comes to insurance billing. Certain companies require clients to pay upfront for their appointments and some don’t allow direct billing. These providers include:  

Desjardins
Group Source
Cooperators
Manion
Cowan
SSQ insurance
RBC insurance
CINUP
First Canadian Insurance Corporation

My insurance didn't cover the full cost of my appointment. Why and what do I do?

An insurance plan might not cover the whole amount of the massage if: 

– A doctor’s note is required on file
The massage coverage has been maxed out
– A secondary spouse card is with a provider that doesn’t allow direct billing
– The insurance company requires proof that a primary spouse plan has been maxed out
– The insurance plan does not include massage therapy services
– The insurance plan being used does not allow direct billing services
– A plan has been recently canceled or changed
– If the client is using a health spending account to cover the massage session

All insurance company providers have different terms and conditions when it comes to insurance billing. Certain companies require clients to pay upfront for their appointments and some do not allow direct billing. If you aren’t sure what your company covers, it’s best to contact them directly. The Freedom of Information and Protection of Privacy Act (FOIP) does not permit us to call insurance providers for client plans and coverage information.

Are student massage therapy appointments covered by insurance?

No, Student massage therapy is not covered by insurance companies and these appointments must be paid out of pocket. These appointments are more affordable and our student therapists are well-trained and offer a cost-effective option. 

What are your hours of operation?

We are open Monday – Friday 8:00 AM  – 8:00 PM, Saturday 9:00 AM – 4:00 PM

We occasionally offer appointments during a long weekend. These openings can be seen on our InstagramFacebook page, Online Booking Page and Google hours.

What forms of payment do you accept?

4 Elements accepts Cash, Debit, Visa, Mastercard and Group Health Plans.

What are your gift card terms and conditions?

Gift cards are redeemable at 4 Elements Wellness Clinic and redeemable up to the value the gift card was purchased for. Any balance owing beyond the gift card value is the responsibility of the customer. Gift cards may be applied towards massage therapy services, retail product, yoga and reflexology. They cannot be applied to physiotherapy services. 

Gift cards cannot be exchanged for cash, cannot be replaced if lost or stolen, and are non-refundable following the immediate purchase of the gift card, and are not reloadable.

Do I have to pay for parking?

No, parking is free provided you park in our dedicated lot. 

I was late to my appointment; do I still get my full appointment time?

No, if you arrive late you will receive the remaining time left of your massage. Clients are responsible to pay the full amount of their scheduled appointment regardless of tardiness however we understand things come up during the day and we try to accommodate clients the best on a case by case basis. We will try to fit in as much of your scheduled time as possible if you arrive late. 

Do you offer other reduced rates or discounts?

We offer a 10% savings to active first responders, military personnel and veterans with proof of status.

Youth 17 years old and younger and clients over the age of 65 qualify for our Youth And Senior Pricing. These rates can be found on our pricing page.

We employ student massage therapists to provide cost-effective options for clients without insurance coverage. Student massage therapists are unavailable for direct billing until graduation however some Health Spending Accounts do accept Student Massage Therapy receipts. 

Why can’t I book a Side-By-Side massage online?

Side-by-side appointments are carried out by two therapists who work on each individual at the same time. Online booking is unavailable to ensure the correct time is booked for each therapist schedule. As of October 4, 2022, a credit card will be required for all side-by-side bookings. The credit card will be kept on file and will not be charged unless a no-show or late cancellation of less than 24 hours occurs. If a credit card cannot be provided, clients must pay a $50 per person deposit on the day of booking. Payments can be made in the clinic or by e-transfer to info@4ehmassage.com.

Why do I have to fill out an electronic intake form?

Electronic intake forms and digital client information storage is a far more secure and organized way of record management than paper record keeping. You will be prompted to fill out an electronic intake form prior to your appointment if you are a new client or if you have not been in to see us since we have transitioned over to our new booking software, Jane. 

How do I pay for a cancellation fee or outstanding balance?

Payments can be made by telephone by providing us with your credit card details, in person, or by e-transfer. The email for e-transfer payments is info@4ehmassage.com

Please note – Cancellation fees are not covered by insurance.

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