Our Policies

To all our valued clients;

Here at ReNew, we value you and the time you take to come see us. We strive, to the best of our ability, to always book you in for your appointments at your requested date and time. In our goal to guarantee appointment times, we do ask you to call 24 hours in advance to cancel.

Cancelled and re-scheduled appointments

Proper notice during regular business hours must be provided. Sundays are not considered business days and are not eligible to be included in the proper notice periods. A cancellation notification email and voicemail will not be considered as received unless a confirmation of cancellation is received from ReNew staff.

  • Appointments booked for 1 hour or less: Proper notice for cancellation or rescheduling is a minimum of 24 hours before the scheduled appointment. A cancellation fee of $25.00 plus HST will apply to those appointments cancelled without proper notice.
  • Appointments booked for more than 1 hour: Proper notice for cancellation or rescheduling is a minimum of 24 hours. A cancellation fee of $50.00 plus HST will apply to those appointments cancelled without proper notice.

IMPORTANT: All cancellation fees need to be paid prior to rebooking.

  • Please try to arrive 10 minutes prior to your appointment or consultation to allow you to complete the required information. However, during this COVID period, the policy is somewhat altered:

Please call from your car when you arrive for your appointment for verification on when you may safely enter the clinic. Please arrive right at your appointment time and no earlier. There will be no waiting room services offered at this stage.

  • Although we will do our best to accommodate you, arriving late for your appointment may result in your appointment time being reduced or you may be required to rebook for another day. If the appointment needs to be rescheduled due to a late arrival or missed appointment, your account will be charged the corresponding cancellation fee:

Non-refundable fee of $25 plus HST for those appointments scheduled      for 1 hour or less, and $50 plus HST for those appointments scheduled for      more than 1 hour.

Deposit, Payment and Refund Policy 

Services requiring more than 90 minutes require a $75 deposit collected with a credit card or e-transfer, in order to be scheduled. Should a service be cancelled without proper notice, this deposit it non-refundable and not eligible to be used towards services. We place the utmost important on confidentiality and privacy. As such, we do not retain credit card information on our patient files when collecting deposits and processing payments.

Inclement Weather

ReNew will waive cancellation charges in the event of inclement weather, which will be assessed by official school bus cancellations, either in the Waterloo region or in the client’s area of residence for out of town clients.

Clients Missing More than One Appointment 

Clients having missed 2 consecutive appointments will be required to provide full pre-payment of their next appointment, which will be non-refundable, in order to secure the next appointment. After 3 prepaid appointments, the client’s account will return to regular status. 

Filler Policy

Also now in effect is a $50 injection fee, should touch-ups be required following the initial filler purchase and appointment. This will not impact the price of the filler, only for subsequent touch-ups required from a syringe kept on file. 

Gratuities

Please feel free to reward your specialist for a job well done. Gratuities may be left at the reception desk.

If you have any questions or concerns, please do not hesitate to contact us – we are here for you!

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Our staff is experienced and professionally trained. Contact us for a free consultation.

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