FAQs

We are currently open the following hours, however we can often accommodate appointments outside of these times if you contact us for availability (call, email or book online).

Mondays: 8:00 am - 8:00 pm

Tuesdays: 8:00 am - 8:00 pm

Wednesdays: 8:00 am - 8:00 pm

Thursdays: 8:00 am - 8:00 pm

Fridays: 8:00 am - 5:00 pm

Saturdays: 10:00 am - 4:00 pm

Most extended health insurance plans cover the partial or full costs of your treatments. We offer direct billing, just bring your card or insurance information to your first appointment if you would like for us to attempt to direct bill for you!

 Find more details and a list of covered Insurance Providers here.

Comfortable clothing is recommended for all appointments. Often the area of injury will need to be exposed for your assessment. Therefore, tank tops or sports bras are recommended for shoulder exposure and shorts are recommended for hip, knee and/or ankle exposure. Comfortable shoes are also recommended so you can move well.

If applicable, please bring health history, medication list, Insurance card, doctors referral, imaging or test results or any other documents related to the reason for your visit.

Booking & Initial Intake
If you’ve booked your appointment in advance, you will receive a digital intake form by email. This secure online form is connected directly to your patient profile and typically takes 5–20 minutes to complete, depending on the service you are booked for. It will ask for basic personal information, your health history, and any extended health insurance details if you’d like us to attempt direct billing on your behalf. You will also be asked to review and acknowledge several consent sections prior to your visit.

Naturopathic and counselling intakes tend to take the longest, as they require more detailed medical information to ensure we have a thorough understanding of your needs and goals.

We kindly ask that you complete your intake at least 24 hours before your appointment. If you do not see the email in your main inbox, please check your junk or spam folder. If you have booked a same day appointment and can’t complete the intake form ahead of time, we ask that you arrive 15 minutes early to complete the necessary forms in the clinic.

Providing Medical Documents
If you would like to share any relevant medical documents—such as imaging reports, physician notes, bloodwork results, or specialist assessments—you are welcome to bring them with you or send them in advance by:

• Email: info@mulberrywellness.ca

• Fax: 905-390-2970

Arrival & Check-In
When you arrive, our team will greet you and help check you in for your appointment. Our clinic runs on time, and we kindly ask that you arrive 5 minutes early to ensure your session begins promptly and does not delay other scheduled appointments.

Comprehensive Assessment
Your practitioner will begin with a thorough assessment, which may include:

• A discussion of your symptoms, medical history, and treatment goals

• Posture, movement, strength, or mobility testing (for physical-based services)

• Evaluation of stress, nutrition, digestion, and overall wellness (for naturopathic and dietitian care)

• Emotional and mental health intake (for counselling services)

• Pediatric-friendly assessments designed to be gentle, engaging, and age-appropriate

This assessment helps us better understand the root cause of your concerns and determine the most effective plan moving forward.

Personalized Treatment Plan
After your assessment, your practitioner will explain their findings and recommend an individualized treatment approach, which may include:

• Hands-on therapy (physiotherapy, massage, osteopathy, acupuncture)

• Exercise rehabilitation or functional movement training

• Nutritional and lifestyle guidance

• Bloodwork or additional testing (for naturopathic care)

• Mental health support and counselling strategies

• Orthotics, gait support, or foot care services

• Pediatric-specific care for growth, development, or mobility concerns

Your care plan will always be evidence-based, collaborative, and designed around your comfort level.

Your First Treatment Session
In many cases, treatment will begin during your first visit. Depending on your service, this may include manual therapy, soft tissue techniques, acupuncture, therapeutic exercise, nutritional recommendations, or other appropriate interventions.

Education & Next Steps
Before you leave, we will provide clear guidance on what to expect after treatment, including home exercises, lifestyle suggestions, or follow-up recommendations.

Our administrative team is also happy to:

• Upload copies of medical reports to your file

• Provide any recommended handouts or resources

• Assist with booking follow-up appointments

For added convenience, we also offer online booking, allowing you to schedule future visits at a time that works best for your family and routine.

Nope! No referral is required for your assessment or to begin treatment. However, some extended health insurance plans may require a doctor’s referral in order for reimbursement for your physiotherapy and/or Massage Therapy. If you are unsure please call your insurance provider to determine whether a referral is required for reimbursement.

Twenty-four (24) Hours notice must be given if you need to cancel your scheduled appointment, or if you wish to reschedule, in order to avoid a penalty charge. The portion we are asking you to pay when you cancel or reschedule with less than twenty-four (24) hours notice is to cover our clinician’s costs for the missed time in their schedule that they would have otherwise filled with another patient.

A cancellation is considered late when the appointment is cancelled or rescheduled less than 24 hours but more than two (2) hours before the appointment time. Notice given via phone, email, or in person less than twenty-four (24) hours but more than two (2) hours before a scheduled appointment will result in a fee equal to 50% of the booked appointment value (before applicable taxes).

A non-attendance is when a patient misses an appointment without cancelling, or provides us with less than two (2) hours notice on rescheduling or cancelling. Non-attendance or failure to give two (2) hours notice to cancel or change a scheduled appointment will result in a fee equal to 100% of the booked appointment value (before applicable taxes).

Our administrative team will make every effort to refill your appointment spot, however, in the event that we are unable to, the above fees will be charged. Cancellation fees are payable via the credit card added to your file when acknowledging our cancellation policy. Extended health benefits or any other type of insurance coverage can not be billed for cancellation fees or unattended appointments.

Mulberry Wellness abides by The Personal Health Information Protection Act (PHIPA). PHIPA that went into effect on November 1, 2004 and provides rules for the protection of privacy of the health information of everyone in Ontario. This law governs the collection, use and disclosure of personal health information, while providing flexibility for disclosure of information for health care planning and delivery and risk management. For more information ask us, or read more about PHIPA here.

We have a small parking lot on the north side of the building. There is also free street parking and parking at the park across the street from the clinic.

Direct billing can be set up with most insurance companies so that you don’t have to pay upfront. We also take care of all paperwork and billing for Motor Vehicle Collision. Otherwise, you can pay using:

• Visa/MasterCard/AMEX

• Debit

• Cash

• E-Transfer