Frequently asked Questions

Below are some frequently asked questions clients have: If you don’t see your question answered, please click here.

A: Receipts for the purchase of a gift certificate must clearly indicate that the service provided was a purchase of a gift certificate. As such, the receipt cannot be used for redemption with health benefit plans.

A: You should receive 2 emails: The first is a confirmation of your appointment. The second is to fill out a form and click send. This sets you up on soap vault and all therapists can add notes to your online file. If you don’t do it online, you will need fill out a paper health history form when you arrive. It is therefore recommended you arrive about 10-15 minutes early to your appointment.

A: This is a common question I receive from new clients. When you enter the room, you will see a massage table set up with a blanket and sheets. The reason is for your comfort, your privacy and of course to keep you warm. You are not required to be completely naked, some people keep their underwear on or if we are working only upper body, you remove your top only. This is at your discretion. The only time you will be undraped is for each area that is worked on. For example: if your back is the area, the sheet and blanket will be removed and secured at your waist, leaving your buttocks and legs covered.

A: All massage therapists are registered with the College of Massage Therapists of Ontario (CMTO). Because of this, we are required to follow specific rules to be able to safely apply massage treatment to the public. As to abide by the legislation, the college needs us to record each time when we are treating sensitive areas. How Soap Vault has added new forms for each therapist to have our clients sign online.
Below is a quote from the CMTO website
The College has just released new Standards for Maintaining Professional Boundaries and Preventing Sexual Abuse. The Standards articulate the minimum acceptable performance by the Massage Therapy profession in Ontario.
The new Standards are designed to align with new Government of Ontario legislation, the Protecting Patients Act, 2017. Prior to finalizing the new Standards, CMTO consulted with the public, stakeholders and registrants/Registered Massage Therapists (“RMTs” or “MTs”).
After considering the input of nearly 2,500 participants on the draft, the finalized CMTO Standards are in effect (as of September 11, 2017).
The updated Standards contain significant changes that may affect your practice:
Treatment of Sensitive Areas The definition of what would lead to mandatory revocation of a registrant’s Certificate of Registration with the College has been expanded to include sexual touching of the following sensitive areas: breast, chest wall, gluteal, and upper inner thigh. If clinically indicated, registrants may treat these sensitive areas but need to ensure their client is aware of the assessment and treatment proposed, including any risks, benefits and other aspects of informed consent. Prior to treating sensitive areas, the treatment must be clinically indicated and written consent must be obtained. (click here for more information

A: Please remember that your appointment time is reserved especially for you. In order that appointments remain available to all clients, cancel your appointment up to 3 hours before the scheduled time through your account online or contact the clinic at 905-769-3355 or by text 905-746-2675. You will be charged the full amount for the appointment that you missed in the event of not showing up without notice.
Thank you in advance for your co-operation.

A: Restrictions may apply, please be prepared to pay if rejected through online portal and to know for sure, you should check your insurance policy if you are eligible for this feature!

Below is a list of approved insurance companies. Dr notes may or may not be required, if would be helpful if you check your insurance booklet or policy. We do not require a physical copy, we only ask that you provide us with the date of which the note was dispensed, the name of the Dr who dispensed it, as some companies require us to indicate this information upon each visit.

*Direct billing available at East Mountain Massage!*

*Restrictions may apply, please be prepared to pay if rejected through online portal*

**Approved Insurance Companies**

*Direct billing available at East Mountain Massage!
**Approved Insurance Companies**

Telus Health

– Canadian Construction Workers Union
– Canada Life (formally Great West Life)
– Chambers of Commerce
– Claims Secure
– Cowan
– First Canadian
– GMS Carrier 49
– GMS Carrier 50
– GroupHealth
– GroupSource
– Industrial Alliance
– Johnson Inc
– Johnston Group Inc
– Liuna Local 183
– Liuna Local 506
– Manion
– Manulife Financial
– Maximum Benefit
– Sun Life Financial
– Telus AjudiCare

MDM Insurance Company

Provider Connect

– Green Shield
– Medic Construction
– Empire Life

The ClaimsXchange

– Equitable Life
– Co-operators
– NexGenRx



The following insurance is NOT able to be direct bill

Blue Cross

A: We have a few different ways you can book your appointment.

1. The traditional way of calling in 905-769-3355
Press 1 to hear how you can book your appointment Click online will take you directly to the online schedule, which is the fastest way to book your appointment.
Press 2 to leave a message with the therapist in the office. The therapist will return your call within 24 hours.

2. You can text Melissa directly at 905-746-2675 she checks her text messages pretty often

3. You can text Lisa directly at 905-741-3557 and she checks her text messages pretty often

4. Online by visiting the top of the page and click “book online now” or save the short link This is by far the favourite way most patients love because they can do it whenever.

A: Interac flash (contactless), Visa, Mastercard, American express, discover, google wallet, apple pay, Samsung pay and android pay. You can also send us an eTransfer to We also direct bill to some insurance companies (see FAQ Do you direct bill to insurance companies)

A: the payment system we use is Square. At this time they only accept debit by means of tap or “contactless” only.