FAQ

Direct billing

Do you direct bill?
- We direct bill ( your insurance provider pays us directly) or direct submit (insured member pay us, we submit the claim to the insurance provider, and the provider pays the insured member back) to most major Alberta insurance providers including; Alberta Blue Cross, Sun Life, Great-West Life, Manulife, Green Shield Canada, and few others. … Don’t see your provider on the list, email or text us and we’ll see what we can do for you.

What do I do if I need to cancel?
- You can cancel your massage yourself up to 24 hours before your appointment, without any repercussions. To cancel your appointment simply click the cancellation link in the confirmation email. If you need to cancel with less than 24 hours notice, please call or text us at 403-698-9384.

Do you have a cancellation policy?
- We do have a cancellation policy, but we’ve never actually enforced it. We realize life happens and sometimes things are out of our control. So just texts us, we understand. If you’re wondering what the policy is: cancellations with less than 24 hours we reserve the right to charge 50% of the fees and with “no shows” we reserve the right to charge 100% of the fees. Chronic abusers may be given a warning, may be asked to put a deposit down, or may be asked to seek services else where. Again, we’ve never actually enforced it, please don’t make us.

How hot is the infrared sauna?
- it typically runs between 130-140 F, but can be adjusted lower if a client prefers

What do I do in the sauna?
- Just relax. We’ll have music playing, or you can bring a book. Do not take your phone into the sauna. Electronics hate heat.
What do I wear in the sauna?
- That’s completely up to you and we have a few recommendations depending on your comfort level. The sauna is 100% private, and we recommend either wear a swimming suit, or wear nothing at all and just wrap yourself in towels we provide. We don’t recommend wearing your underwear into the sauna, as you will soak through them.
If I book a sauna session before my massage do I show up earlier than my appointment?
- nope, the time you book is the time you show up. if you book a 60 minute massage at 6:00 and add a sauna session before your massage. Show up at 6:00 for the sauna session, your 60 minute massage will start after your sauna session. Expect to be done around 7:30.
What do I do if I have a coupon for a free sauna session?
- Book your massage and sauna session online like normal. Bring the coupon with you at the time of your appointment, and we’ll waive the fee. See “Free Massage” section for conditions related to the free sauna session coupons.

What do I need to do before my first appointment?
- First of all, please, please, please fill out the online intake form. Having it done early saves us time and hassle, and doesn’t risk shortening your massage filling it out, furthermore we don’t have to chase your down. Finally, it also gives us time to prepare your treatment. On your initial booking you will receive a link to the intake form, or use the “Intake Form” button on the online booking page. Side note: you will receive reminders if you don’t fill it out.
- Above all, wear lose fitting athletic clothing you can move around in for the assessment.

Do I have to remove all my clothing?
- Absolutely not, your comfort as a client is of the utmost importance to use, that includes the context of clothing. We can provide treatment regardless if you choose to remove any, some, or all of your clothing. In addition, we are trained in proper draping procedures to ensure your privacy is 100% respected at all times during treatment.

Do we tip our therapist?
- LOL -This is a sticky subject. Here at Urban Sanctum we do NOT expect tips. In fact, there’s no tipping option on our debit/credit terminals. We ask ourselves if you don’t tip your chiropractor, dentist, or physiotherapist, why would you tip your massage therapist? Again sticky subject, we only speak for ourselves and Urban Sanctum.