Last Updated: August 15, 2024
Find out more about our Cancellation Policy here.
By scheduling an appointment with IVONNE, Inc. ("IVONNE") you agree to the following Cancellation Policy on this page.
All appointments must be scheduled, changed, or cancelled online through the Acuity Scheduling system. IVONNE aims to deliver the highest level of service to all clients by enforcing these policies.
Clients who manage their own appointments directly will avoid any confusion about the date, time, and other important details of their appointment, which ultimately lead to a better personal experience.
As a small, locally-owned family business IVONNE® cannot back-fill appointments that are cancelled, or changed inside of 72 hours.
Cancellation: Any appointment that has been cancelled or needs to be rescheduled within 72 hours of the original appointment time.
No-Show: Any appointment where the appointment remains logged in our scheduling system and the client has not shown up (regardless of communication).
No-Call/No-Show: Any appointment where the client has not shown up AND has not communicated with the clinic in advance.
Late Arrival: Any appointment that cannot be started within 15 minutes of the appointment start time because the client is not here or not ready.
Appointment Confirmation Fee: A mandatory payment used to secure your appointment in our scheduling system and to send confirmation of your appointment to you. Appointment Confirmation Fees are not deposits and are non-refundable. Appointment Confirmation Fees are applied towards what you owe for your treatment at the completion of your appointment.
Clients must make any changes or cancellations to their appointment using the "Change/Cancel" button in their original appointment confirmation email no later than 72 hours before the scheduled appointment time.
When you make changes using the "Change/Cancel" button and reschedule your appointment to a later date you'll preserve the Appointment Confirmation Fee and it will remain on your file so long as a future appointment remains active.
Clients are responsible for managing their appointments and ensuring email notifications are received. It is the responsibility of all clients to record their IVONNE appointments in their personal or professional calendars at the time of scheduling. Clients should also set appropriate reminders in advance of their appointment start times.
While IVONNE sends automated email appointment reminders at 7 days, 24 hours, and (sms + email) 2 hours before the appointment start time we cannot accept any responsibility for missed notifications, or notifications that do not send.
All clients should add the following email addresses to their personal address book to ensure delivery of notifications:
Tip: If you do not receive your initial email confirmation upon scheduling you should immediately:
It is the client's responsibility to plan their transportation and parking times well in advance and to communicate any special requirements with the clinic up front and at the time of scheduling.
All cancellations or changes to appointments must be made through any of the following:
If experiencing technical difficulty while making changes to your existing appointment please contact reception between the hours of 9a.m. and 5p.m. Monday through Friday, or 9a.m. and 5p.m. on Saturday. Reception and scheduling support is not available on Sunday.
By Phone: (613) 695-6662
By Email: [email protected]
Please leave the following details in your message including:
The following appointment types and offers are excluded from the Cancellation Policy. These appointment types and offers are not eligible for any changes or cancellations.
Changes to appointments or Cancellations within 72 hours of the appointment start time will result in:
Late Arrivals (at 15 Minutes after the scheduled appointment start time) will result in:
No-Call/No-Shows will result in:
IVONNE reserves the right to refuse service or require 100% prepayment in full to clients with perpetual cancellation and rescheduling activity (e.g. 3 consecutive rescheduling events); or for first-time clients.
By scheduling an appointment you agree that you cannot revoke your consent or authorization to have your credit card charged for the fees associated with Appointment Confirmation Fee or the related treatments.
COVID-19 (Pandemic, Endemic, or Seasonal Sicknesses)
IVONNE follows the advice and directives of the public health office as it relates to performance of Personal Services. Even outside of a pandemic it is always advisable to stay home if you are not feeling well.
The health and safety of our clients and our team remains our highest priority. This is why IVONNE will carry forward any monies paid or charged for an appointment to a future date, provided that the client acts reasonably with regards to managing their appointment.
Cancelling or changing your appointment due to personal illness will result in a charge equal to the amount of the service, however the monies will be held on file as a credit. It is strongly recommended to schedule your next appointment sooner than later, so that the credit can be applied to the booking.
If you are sick with symptoms that could prevent you from attending your appointment and these symptoms have started outside of the 72-hour appointment window then please plan ahead and move your appointment proactively. Please do not wait until the morning of to see if your symptoms have cleared. Doing so will result in the loss of appointment confirmation fee, and may be subject to penalties outlined below.
Note: A new Appointment Confirmation Fee will be charged at the time of scheduling.
For cancellations due to new (certifiable) chronic illnesses or newly diagnosed disease please allow us to work with you in order to facilitate a refund or allocation to other products or services.
See Force Majeure below.
Forgetting Your Appointment
Forgetting about an important appointment which may have been scheduled weeks or months in advance can happen. Unfortunately, IVONNE cannot accept any responsibility for forgotten appointments.
Professional Obligations (Work Reasons)
When you miss your appointment we miss out on doing what we love, and forego important revenue that sustains our small business and young families of those who work here.
Our other clients also miss out since they cannot use this same time slot since it is too short notice to backfill.
You lose out since you could be missing out on an important service, or a critically-time touch-up appointment, which you may not have access to again.
Weather
IVONNE cannot accept appointment changes or cancellations owing to weather events that have 72+ hours advanced warning. It is up to clients to monitor their travel routes and Weather Warnings and Public Alerts, and to plan accordingly.
See Force Majeure below.
Civil Unrest or Terrorism
When acts of civil unrest or acts of terrorism occur clients should place their personal safety as top priority.
IVONNE cannot accept responsibility for appointments that are cancelled, abandoned, or changed as a result of civil unrest or terrorism, however all monies paid/owed will be carried forward to your next future appointment date.
In order to secure the next best available time all clients are asked to self-manage and self-reschedule their appointments to any date in the future, thereby preserving their Appointment Confirmation Fee in line with their appointment.
See Force Majeure below.
Government Mandated Closure
IVONNE adheres to official Government mandated closures that have been published on news.ontario.ca, or through an official government website. IVONNE cannot take responsibility for perceived or potential closures that have not been confirmed by an official office.
When IVONNE is forced to close due to government law clients can rest assured knowing that their Appointment Confirmation Fees and any monies paid will be carried forward to a future appointment time.
In order to secure the next best available time all clients are required to self-manage and self-reschedule their appointments to any date in the future, thereby preserving their Appointment Confirmation Fee in line with their appointment.
See Force Majeure below.
Cancelling or Changing An Appointment
Each appointment must be managed individually. Cancelling or changing one appointment has no effect on other appointments that may be scheduled on the same day, or in the future.
To cancel or change your existing appointment please tap or click on the ‘Change/Cancel’ button on your original appointment confirmation email.
Appointments scheduled on holidays require 7 days of advance rescheduling or cancellation, failing which a fee equal to 100% of the service will be charged to the credit card on file.
Holiday appointments are defined as those scheduled for any of the following days:
The above holiday dates are not always open for scheduling, but may be available and are subject to change without notice.
IVONNE shall not be liable or responsible, nor be deemed to have defaulted under or breached its Agreement, for any failure or delay in fulfilling or performing any term of its Agreement (except for any obligations to make previously owed payments to the other Party hereunder) when and to the extent such failure or delay is caused by or results from acts beyond the impacted Party’s (“Impacted Party”) reasonable control, including, without limitation, the following force majeure events (“Force Majeure Event(s)”) that frustrates the purpose of this Agreement:
Interpretation: IVONNE may, at its sole discretion under the circumstances above, choose to cancel, postpone, or reschedule any performance including but not limited to service, appointment, or product delivery without incurring any penalty or further obligation.
For any questions or complaints in relation to this agreement or any product or treatment you purchase, you may contact IVONNE at the following:
By Regular Mail:
IVONNE, Inc.
0116-320 Queen Street, Ottawa ON K1R 5A3
By Email:
[email protected]
By Phone:
(613) 695-6662
By Social Media:
@ivonneclinic