Simple, fair rules that keep every family, child and practitioner safe and looked after. They apply to every service and every practitioner at Dolphin Dive.

Cancellations, missed visits and late arrival

Applies to visits booked from October 25, 2026

Your appointment time is reserved just for you. When a visit is missed, the time cannot go to another family and your practitioner loses that hour.

FreeCancel or reschedule up to 24 hours before your visit.
50%of the booked service if you cancel with less than 24 hours' notice.
100%of the booked service if you miss your visit without letting us know.
On usYour first late cancellation or missed visit. Life with little ones is unpredictable.

How to cancel or reschedule

Emails and voicemails are time stamped, so you can let us know any time, day or night.

If you or your baby are unwell

Please stay home. There is no fee if you or your baby are sick and you let us know before your visit, and it does not use up your courtesy.

Arriving late

Your session ends at its scheduled time so the next family is not kept waiting, and it is charged in full. If you are more than 15 minutes late, there may not be enough time to treat you safely, so we may need to rebook you and treat it as a missed visit. If you are running late, please call us.

Fees

Fees are charged to the card on file and cannot be billed to or claimed from your insurance. HST applies where the service itself is taxable. Class terms follow the registration terms on the classes page. Free visits and events have no fee, but please cancel 24 hours ahead so another family can take your spot.

Privacy of your health information

We collect only the information we need to care for you and to book and bill your visits. Your health records, intake forms and payment cards are stored securely in Jane, our clinic booking and records system. We never keep card numbers ourselves; card payments are handled by Jane Payments.

Only the practitioner treating you, and team members who need it to book and bill your visits, can see your information. We share it with others, such as your insurer for direct billing, only with your consent or where the law requires it.

You can ask to see or correct your records at any time. Our privacy contact is Dhara Upadhyay at contact@dolphindivebabyspa.com. If we cannot resolve a privacy concern, you can contact the Information and Privacy Commissioner of Ontario.

A few partner practitioners book and keep records through their own practice. They will tell you when that is the case, and their own privacy policy applies.

Children and consent

  • A parent or guardian stays with their child for every child service, including baby floats, baby massage, pediatric physiotherapy, osteopathy and children's classes.
  • A parent or guardian gives consent for their child's care.
  • Every client gives informed consent before treatment and can ask to pause or stop at any time.

Health and safety

Please reschedule if you or your baby have a fever, vomiting, diarrhea or anything contagious. There is no fee when you let us know before your visit. If a baby seems unwell when you arrive, we may postpone their float or treatment for their safety.

Respectful care

Our clinic is a safe place for families and for our team. We do not tolerate harassment, discriminatory or inappropriate behaviour, or sexual comments. A practitioner may end a session straight away if this happens, and the full fee applies.

You are welcome to take photos of your own baby. Please do not photograph or film other families or our team without their permission.

Receipts, insurance and gift cards

  • Receipts show the service you received, the practitioner who provided it and the person treated. We cannot change, split or re-date receipts.
  • Direct billing is a courtesy. If your insurer declines or reduces a claim, the balance is yours to pay.
  • Dollar-value gift cards never expire and carry no fees.

Accessibility

We want every family to be able to use our services with dignity and independence.

  • Service animals and support persons are always welcome, and there is no charge for a support person.
  • Tell us what you need, such as more time, written information or another way to communicate, and we will do our best to adapt.
  • If a service you rely on is temporarily unavailable, we will post a notice on our website and booking page and let booked clients know.

Please share accessibility feedback by email at contact@dolphindivebabyspa.com, by phone at 226-984-8000 or in person. We reply within 5 business days.

Feedback and concerns

If something is not right, please tell us first so we can fix it: contact@dolphindivebabyspa.com or 226-984-8000. Where a practitioner's profession is regulated, you may also contact their college, such as the College of Massage Therapists of Ontario, the College of Physiotherapists of Ontario or the College of Traditional Chinese Medicine Practitioners and Acupuncturists of Ontario.

Questions

Why do you charge a cancellation fee at all?

Most of our practitioners are paid by the visit. A last minute gap usually cannot be filled, so the fee covers part of the time that was held for you.

Does the courtesy apply to new clients?

Yes. Every client, new or returning, gets one courtesy for a late cancellation or missed visit.

Can I claim a late cancellation fee from my insurance?

No. Insurers only cover treatment that actually took place, so fees cannot be billed to or claimed from insurance.

Where is my health information kept?

In Jane, our secure clinic booking and records system. Ask Dhara, our privacy contact, if you would like a copy of your records.

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