FAQ
how do i get to your clinic by TTC?
We are located within a 10 minute walk from St Clair West station - on the TTC yellow line. Once you arrive at St Clair station, take the HEATH ST exit. Upon exiting, turn left to go east on Health street, then take another left on Spadina road to go North. You'll walk less than 5 minutes before seeing us on the east side of Spadina road, just before the BMO and across the street from Starbucks.
do you provide direct billing to my insurnace company?
At this time, we do NOT offer direct billing to your insurance company. We accept cash, debit, VISA, Mastercard and AMEX as forms of payment. Our staff will provide you with a receipt that you can submit to your insurance company for reimbursement.
Your website suggests that I bring a change of clothes for my treatment? Is this necessary? What type of clothes should I bring?
We have implemented new COVID policies which help to keep our clinic clean and our patients safe. Some of you may be coming directly from home, but others coming from work or the TTC. For this reason, we have decided to standardize and ask all patients to change upon arrival. As well, we need you in comfortable clothing that you can easily move in and will give your practitioner access to the areas you are having treatment on. We recommend a pair of shorts or leggings and a tank top or t shirt. For women, please keep in mind that for acupuncture treatment, it's often helpful to have a sports bra that doesn’t have a strap on your spine.
My provider used Acupuncture as a part of my treatment. Are you able to provide me with a receipt that says “Acupuncture”?
No. All Kinective Health & Performance staff who administer acupuncture are licenced in Contemporary Medical Acupuncture, not Traditional Chinese Medicine. Acupuncture is an adjunctive therapy used in your treatment and therefore CANNOT be claimed as “acupuncture” on your insurance benefits.
May i bring a spouse, caregiver, translator to my appointment?
In order to maintain physical distancing, we are limiting the number of people in our clinic. We are currently restricting treatments to the practitioner and their patient/client. Exceptions will be made for caregivers, parents of minors and translators. When you schedule your appointment, please let us know ahead of time so that we can be prepared. All caregivers, parents and translators must fill out a COVID-19 screening questionnaire and be prepared to answer questions regarding COVID-19 upon arrival.
I need to change, schedule or cancel my appointment, how do i do this?
There are multiple ways to schedule, change, or cancel your appointment.
- Online: https://kinectivehealth.janeapp.com (login to your account)Note that appointments may be scheduled, changed or cancelled online up until 24-hours before the scheduled time. After that please call or e-mail us, and we’ll be happy to assist you.
- Phone: (416) 792-4455 (please leave a voice message)
- Email: info@kinectivehealth.com
- Email/Phone/Text your provider directly
what is your cancellation policy?
We require 24-hours notice to cancel your appointment without a charge, out of respect for your therapist’s schedule and the time that another patient could have used. If you need to cancel your appointment, please email info@kinectivehealth.com or call and leave a voicemail at (416) 792-4455. Please do so as soon as you know that you will be unable to attend your appointment. Note that appointments may also be cancelled and changed online at https://kinectivehealth.janeapp.com up until 24-hours before the scheduled time.
Please note that in the case of last minute illness or if you do not meet the COVID-19 screening criteria to attend your appointment in person, you are able to change your appointment to a virtual session. You will not be charged for a cancelled appointment if you show signs and symptoms of COVID-19.
All missed (now show) appointments without cancellation will be charged accordingly.
can i send my spouse/partner/friend in my place if i am unable to attend my appointment?
Unfortunately your appointment has been reserved for you and cannot be transferred to another person. Our initial appointments and follow ups often vary in length from follow up treatments and so sending another person who is not currently a patient, would mean that there is insufficient time. Furthermore, some of our practitioners are not currently accepting new patients and so would be unable to see the person you are looking to send in your place. IF both you and your spouse/partner are patients of the SAME practitioner, and you come for the SAME length of follow up appointments, please call the clinic or email your practitioner to request sending your spouse/partner in your place. You must wait to have confirmation from us that we will honour this request BEFORE you send them.
how many sessions will i need?
This varies from patient to patient. Your therapist will assess you and develop a treatment plan, based on your needs. They will discuss with you how many treatments they think will be necessary in order to get you to fully recover from your injury.
Can I use your gym space after my appointment to work through my exercises?
We are currently limiting the number of patients/clients in our studio. We are also adhering to strict cleaning protocols in our gym space. At this time, we cannot allow you to stay in our space to work through your exercises without supervision. You may ask your therapist to increase the time of your visit so that they can work through your exercises with you at the end of your treatment.
My therapist recommended a certain product for purchase. Where can I buy this product?
We sell a lot of the products that we work with during our treatments! If you’re interested in purchasing one of our products, please ask your therapist. We carry resistance bands, foam rollers, Yoga Tune Up Balls (trigger point therapy ball), yoga blocks, and more! If the product you’re interested in is something that we do not carry in the studio, we will be happy to assist you in purchasing the product online or from one of our suppliers.