Terms & Cancellation Policy

Thank you for choosing Evergreen Mobility & Wellness.

Evergreen Mobility & Wellness provides personalized in-home kinesiology and wellness services focused on movement, mobility, physical activity, functional independence, healthy aging, and overall well-being.

By booking an appointment or program with Evergreen Mobility & Wellness, you acknowledge that you have had an opportunity to review these Terms, Conditions & Cancellation Policy and agree to the terms applicable to your appointment or program.

1. Services

Evergreen Mobility & Wellness provides in-home kinesiology and wellness services within the provider's professional scope, education, training, and competence.

Depending on the service and the client's individual circumstances, services may include:

• Movement and functional activities
• Mobility activities
• Balance and strength activities
• Physical activity guidance
• Healthy aging and independence-focused programs
• Wellness-oriented movement and physical activity services

Evergreen Mobility & Wellness does not provide physiotherapy services and does not diagnose or treat medical conditions.

Services provided by Evergreen Mobility & Wellness are not a substitute for medical diagnosis, medical treatment, physiotherapy, or other healthcare services that may be required.

Evergreen Mobility & Wellness may recommend that a client seek assessment, advice, or care from another qualified healthcare professional when appropriate.

2. Home Visit Environment

Because services are provided in the client's home, the client is responsible for providing a reasonably safe and suitable environment for the scheduled service.

Where applicable, clients are asked to provide:

• A clean and reasonably safe indoor environment
• Adequate space for movement activities
• A smoke-free environment during the visit
• Reasonable access to the home
• Parking or access instructions when necessary
• A safe environment free from hazards that could reasonably interfere with the service
• Pets secured when they may interfere with the safety or delivery of the service

Evergreen Mobility & Wellness may modify, pause, reschedule, or end a visit when conditions are reasonably considered unsafe or unsuitable for the client or provider.

3. Appointment Time & Service Duration

Appointments are scheduled for a specific date and time.

The service duration corresponds to the service booked. The scheduled service time begins when the provider arrives at the client's home and begins the scheduled service.

Travel time to and from the client's home is separate from the scheduled service duration.

Because Evergreen Mobility & Wellness provides mobile services, minor variations in arrival time may occasionally occur due to traffic, weather, road conditions, or circumstances arising during a previous appointment. Every reasonable effort will be made to arrive as close as reasonably possible to the scheduled appointment time.

If the client is unavailable or unable to begin the appointment when the provider arrives, the available service time may be reduced in order to respect other scheduled appointments.

4. Client Information & Communication

Clients are responsible for providing accurate and reasonably complete information that may be relevant to their participation in the service.

This may include information about relevant health conditions, medications, allergies, recent surgeries, injuries, falls, symptoms, or other circumstances that may affect participation.

Clients should communicate any concerns, discomfort, unusual symptoms, or changes in their circumstances that may affect their ability to participate safely.

Providing incomplete or inaccurate information may affect the ability of Evergreen Mobility & Wellness to determine whether a service or activity is appropriate.

5. Cancellation & Rescheduling Policy

We understand that circumstances can change.

Clients may cancel or reschedule an appointment by using the appointment management link provided by Carepatron or by contacting Evergreen Mobility & Wellness.

Individual Appointments

For appointments booked as individual services:

• 24 hours or more before the appointment: No cancellation fee applies.
• Less than 24 hours before the appointment: A fee of up to 50% of the scheduled service fee may apply.
• Less than 4 hours before the appointment or a no-show: A fee of up to 100% of the scheduled service fee may apply.

Cancellation and missed-appointment fees relate to professional time reserved for the appointment and are not charges for kinesiology or wellness services that were not provided.

Evergreen Mobility & Wellness may consider reasonable exceptions in accordance with Section 6.

Program Appointments

Appointments included within a prepaid Evergreen program are subject to the program's scheduling and cancellation conditions.

A late cancellation or no-show will normally result in the scheduled program visit being forfeited and not automatically rescheduled.

No additional cancellation fee will normally be charged for a missed program visit.

Evergreen Mobility & Wellness may make an exception and allow a program visit to be rescheduled when circumstances reasonably justify an exception.

6. Emergencies & Reasonable Exceptions

We recognize that genuine emergencies and unexpected circumstances can occur.

Evergreen Mobility & Wellness may waive a cancellation fee or allow a missed program visit to be rescheduled when circumstances reasonably justify an exception.

Examples may include:

• Sudden illness or medical emergency
• Accident
• Urgent family emergency
• Severe or unexpected circumstances outside the client's reasonable control

Exceptions are considered individually and are not automatically guaranteed.

This approach is intended to provide reasonable flexibility while maintaining a fair and predictable scheduling system for all clients.

7. When a Visit Cannot Proceed

A scheduled visit may be unable to proceed when, for example:

• No one is available at the scheduled location
• The provider cannot reasonably access the home
• The environment presents a safety concern
• The client is unable to participate in the scheduled service
• A pet or other circumstance prevents the service from being provided safely
• The client remains unavailable for more than 15 minutes after the scheduled start time

Where a visit cannot proceed because of circumstances within the client's responsibility, the applicable cancellation policy may apply.

For individual appointments, this may include a cancellation or missed-appointment fee.

For prepaid programs, the scheduled visit may be forfeited and not automatically rescheduled.

8. Insurance & Receipts

Evergreen Mobility & Wellness provides receipts and other documentation that accurately reflect the services provided and payments received.

A receipt for a service will only identify a service that was actually provided.

Missed Appointment Fees and Late Cancellation Fees are separate charges and are not represented as kinesiology or wellness services.

Clients are responsible for confirming with their insurance provider whether a particular service or fee is eligible for reimbursement under their individual plan.

Evergreen Mobility & Wellness does not guarantee insurance reimbursement.

Clients should contact their insurer directly regarding:

• Coverage
• Eligibility
• Reimbursement
• Pre-authorization
• Claim requirements
• Provider requirements
• Eligibility of cancellation or missed-appointment fees

Evergreen Mobility & Wellness will not issue or alter a receipt to represent a service as provided when the service did not occur.

9. Program Services, Interruptions & Extensions

Some Evergreen services are provided as structured programs over a defined period, such as a four-week program.

Programs are designed to be completed within the stated program period.

Evergreen Mobility & Wellness recognizes that illness, emergencies, scheduling difficulties, or other circumstances may occasionally interrupt a program.

Where reasonable, Evergreen Mobility & Wellness may allow a program to be extended or paused.

The appropriate approach will depend on the circumstances, the length of the interruption, availability, and the client's current needs.

Following a prolonged interruption, Evergreen Mobility & Wellness may recommend a reassessment or modification of the program before services resume.

Program extensions or modifications are considered individually and are subject to availability.

10. Program Changes, Professional Judgment & Referrals

Evergreen Mobility & Wellness may modify, pause, discontinue, or recommend a different service pathway when the client's goals, needs, response to the program, safety considerations, or circumstances change.

This may include:

• Adjusting the movement plan
• Changing the focus of a program
• Pausing services
• Recommending a different Evergreen service
• Recommending assessment or care from another qualified professional
• Ending the service when it is no longer appropriate or within Evergreen Mobility & Wellness's professional scope

Programs are individualized and are not intended to guarantee a specific outcome within a particular timeframe.

11. Email Communication & Follow-Up

Email may be used for:

• Appointment and scheduling communication
• Administrative questions
• Brief follow-up
• Clarification of movement or exercise instructions
• General communication related to an active program

Email is not intended for urgent medical or health concerns.

Clients experiencing an urgent or emergency situation should contact the appropriate emergency or healthcare service.

Evergreen Mobility & Wellness will make reasonable efforts to respond to emails during regular business hours. Response times may vary.

12. Late Arrivals

If the client is late or delays the beginning of the appointment, the session will generally end at the originally scheduled end time.

This helps Evergreen Mobility & Wellness maintain scheduled appointment times for other clients.

If the delay prevents the service from being provided safely or meaningfully, Evergreen Mobility & Wellness may determine that the appointment cannot proceed and the applicable cancellation policy may apply.

13. Weather, Road Conditions & Provider Emergencies

The safety of clients and providers is a priority.

Evergreen Mobility & Wellness may reschedule a home visit when severe weather, unsafe road conditions, emergencies, or other circumstances make travel or the provision of the service unsafe or impractical.

When Evergreen Mobility & Wellness must cancel or reschedule an appointment for these reasons, no cancellation or missed-appointment fee will be charged.

14. Payment & Refunds

Payment is due according to the payment terms communicated at the time of booking or before the service.

Unless otherwise agreed in writing:

• Individual appointments are paid before the scheduled service.
• The Evergreen Movement Assessment is paid before the scheduled assessment.
• Evergreen programs are paid before the program begins.
• Continuation programs are paid before the continuation period begins.

Fees for services that have already been provided are generally non-refundable.

If Evergreen Mobility & Wellness cancels a prepaid appointment and the client does not wish to reschedule, the client will be offered a refund of the amount paid for the cancelled service.

If a client needs to discontinue a prepaid program, Evergreen Mobility & Wellness may review any unused portion of the program on a case-by-case basis, taking into consideration services already provided, applicable fees, and the circumstances involved.

Missed Appointment Fees and Late Cancellation Fees are not treated as payment for services that were not provided.

Nothing in this policy is intended to limit any rights or remedies that may apply under applicable law.

15. Personal Belongings

Clients remain responsible for their personal belongings and valuables during a home visit.

Evergreen Mobility & Wellness is not responsible for loss or damage to personal belongings except where responsibility cannot lawfully be excluded.

16. Client Agreement

By booking a home visit or program with Evergreen Mobility & Wellness, you acknowledge that you have had an opportunity to review these Terms, Conditions & Cancellation Policy and agree to comply with the applicable requirements for your appointment or program.

These terms are intended to support a safe, respectful, professional, and predictable experience for both clients and Evergreen Mobility & Wellness.

If you have questions about these terms or your appointment, please contact Evergreen Mobility & Wellness before your scheduled visit.