Cancellation & Missed Appointment Policy

There are times when our patients require urgent or emergency eye care or merely a new pair of eyeglasses or contact lenses and therefore require an eye exam as soon as possible. When patients provide us with advanced notice that they need to cancel or reschedule their appointment, this time can, in turn, be used to assist another patient in need of urgent eye care or a routine eye exam.  In this way, our clinic can better serve the needs of ALL our patients efficiently.

We Hate Policies, But Sometimes They're Needed. 

Seeing the situation from both sides, our clinic kindly requests a minimum of 24-hours notice if an appointment must be cancelled or rescheduled.

  • There is no charge to cancel or reschedule an appointment if 24-hours notice is provided.

  • Weekday Appointments: If less then 24-hours notice is given to cancel an appointment, a $25.00 fee +GST* will be assessed to your file, and must be paid at your next appointment. If 2 appointments are missed you must pay both no-shows fees before you can rebook.

  • Weekend Appointments: If less then 24-hours notice is given to cancel an appointment or you miss an appointment on the weekend, a $25.00 fee + GST* will be assessed and must be paid before you can rebook and you will not be able to rebook for a weekend time slot as these are busiest times.

In the event a patient does not “show up” on a second occasion or for a pre-booked appointment, our practice policy is to ask the patient to find a new provider. Our clinic will be happy to transfer your records to a new office of your choice once all no-show or cancellation fees have been paid in full. No records will be released if an outstanding balance remains on the file. 

Please note that insurance providers and government agencies
DO NOT cover fees for missed appointments.


Better late than never.

We live in Alberta; winter happens every year. Weather is usually not a valid reason for missing or rescheduling your appointment, please give yourself extra time.

Obviously, winter road conditions might slow you down, and we won't punish you if you're a few minutes late, we'll do our best to get you in. If you're the last appointment of the day though, please be respectful of the fact that our employees would also like to go home to their families. If we cannot complete the exam in time, we will need to reschedule you.

My insurance coverage didn’t go through.

Insurance coverage is simply another form of payment.

Not all employers or insurance companies automatically set up direct billing options, so you must ensure that you have this as an option. Otherwise you will need to pre-pay for your exam and then submit your receipt in for reimbursement.

It is your responsibility to check with your insurance provider prior to booking the appointment to ensure that you have coverage for the requested service and that it will cover the full amount. You will be required to pay the difference at the time of the exam, if the full amount is not covered.

  • Cancelling your appointment the same day, because your insurance did not go through or did not cover the full amount is the same as a missed appointment, and a $25.00 fee + GST will be assessed to your file.

 


But What If Stonewire Cancels On Me?


We like how you think. Just like you have a responsibility to keep your appointment, so do we. If we have to cancel or reschedule within 24-hours of your appointment time, Stonewire will provide you with a $25.00 in-store credit which may be applied towards any professional service or product purchase.


Photo ID
All insurance companies, including government insurance plans such as Alberta Health Care, Indian Affairs, Assured Income for the Severely Handicapped and Alberta Works require patients to show valid government-issued photo ID at the time of service. This measure is designed to prevent insurance fraud and to ensure that the recipient entitled to those benefits receives them.


Insurance Card & Information
All insurance companies, including government insurance plans such as Alberta Health Care, Indian Affairs, Assured Income for the Severely Handicapped and Alberta Works require patients to show their insurance cards at the time of service. This measure is designed to prevent insurance fraud and to ensure that the recipient entitled to those benefits receives them.

 


* Some exceptions will be made for illness or personal tragedy.
* GST does apply to this fee as it's not for a medical service. So the actual fee is $26.25. 
* $25.00 In-store credits expire within 100-days and has no cash value.