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Pivotal Wellness Clinic

Committed to Your Wellness

Pouring Massage Oil

Meet Our Team

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Cayley Malo

Registered Massage Therapist

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Jerry Ju

Registered Massage Therapist

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Melanie Gunther

Registered Massage Therapist

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Jose Chacara Sanchez

Registered Massage Therapist

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Extended Healthcare Insurance

If you have extended health insurance, provide all of the following information. Please bring your insurance card with you to your appointments so we can verify this information to process your insurance claims.

While we direct bill to numerous extended health insurance providers, we may not be able to direct bill to all of them. Please confirm at least 24 hours before your appointment, as per our cancellation policy, if you require confirmation that we can direct bill to your specific insurance provider.

We DO NOT have access to your insurance coverage details such as deductibles or limits. Please check your coverage BEFORE booking your appointment. We are only provided with whether your insurance provider will accept the treatment claim or not on the day of your appointment. It is your responsibility to know your coverage details. You are responsible for any appointment charge not covered by your insurance provider as per our clinic policies.

Upon arriving at your first appointment, you will be required to fill out and sign a “Pay Provider Authorization Form” as per your insurance provider which gives our clinic permission to direct bill your treatments to your insurance plan. If there are any changes to your coverage, please let us know as soon as possible as a new authorization form will be required to be completed by you before any further claims can be submitted by us.

ICBC, MSP, RCMP and DVA patients: We do not direct bill to these organizations and therefore, you are responsible for the full treatment cost at your appointments with us. We will provide you with a receipt that you can submit for their consideration of reimbursement.

Cancellation & No-Show Policy

A cancellation made less than 24 hours before your appointment, or a no-show, leaves a gap in the therapist’s schedule that could have been filled by another patient that needs care. By booking appointments with us you are agreeing to our cancellation and no-show policies, as well as other clinic policies, found here and on your patient intake forms. We require 24 hours notice for any cancellations or changes to your appointment (including treatment length changes). Patients who provide less than 24 hours notice for a cancellation, or are a no-show, will be charged for the full amount of the appointment to the credit card on file. We cannot bill to a patient’s insurance company for these fees. If a patient is late for their appointment, the treatment time will not be extended as this would interfere with the next patient’s appointment. The patient is responsible to pay the full fee for the full treatment time even when they arrive late. Treatment time that is missed from a patient arriving late cannot be billed to their insurance company. Practitioners are independent contractors within the clinic and set their own practice and fee structure. If you have questions about a practitioner's practice or fee structure, please contact the clinic to speak with that specific practitioner. A patient’s appointment is considered confirmed at the time of booking and it is the patient’s responsibility to note the date and time of the scheduled appointment.

Please note: to help us prevent the spread of infections, if you have ANY symptoms or signs of a communicable illness, treatment will not be permitted. Your therapist will be happy to reschedule your appointment.

#201 & #202  12894 16th Ave, Surrey BC V4A 1N7

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