Inclusivity & FAQ

Treatments for
all people.

At the Golden Wellness Hub we believe that everyone should have the opportunity to lead a healthy and fulfilling life, and that access to treatment is a fundamental aspect of achieving this goal. It is important to us that we reach people who are not receiving wellness treatments due to concerns about inclusivity, safety, or accessibility.

We would like to share with you the culture of our business, our mission and our passion to achieve accessibility of healing services. Please read below about the different ways in which we can adjust our services to make treatment accessible to everyone.

FAQ - inclusivity

  • We NEVER judge a person based on their gender, body type, scars, amount of body hair, or limb difference. Massage therapists choose their careers because they love to help all people and do not judge people’s bodies. We believe that everyone deserves equal access to treatment.

  • The Golden Wellness Hub has been built with accessibility in mind. The treatment rooms and washroom is fully accessible. The ramp is located at the side of the building and there is a designated accessible parking space located right next to the ramp. Drive to the back of the building to access the parking stall.

  • If you need low light, no music, low light, light touch, or want your therapist to be quiet during the treatment, let us know before your appointment and we can work together to create a space that works for you.
    The Golden Wellness Hub has been built with sound deadening materials in order to reduce sound travel between rooms. We also have a specific room with low-stimulus (low light and sound proof walls) for stress-reduction, meditation, and just “getting-away-from-it-all”. Look at the Zen (soul) room to book in if this is something that you feel would be beneficial for you. We are here to support you.

  • Not a problem. You may remain clothed for all treatment types. Massage over clothing is very effective and our other treatments are all undertaken while the client remains fully dressed.

  • You sure can! Massage, osteotherapy and energy treatments can be done in a side-lying or face-up position - we have lots of pillows to make sure that you are comfortable.

  • If you aren’t sure what type of treatment or practitioner would be most beneficial to you, please email us at info@goldenwellnesshub.com. Cherie and Randa will read these emails and get back to you to discuss your concerns and what might be most supportive to you. From there, we will get you in touch with the appropriate practitioner and you can have a conversation with them to decide what is best for you.

FAQ - general

  • You can book your appointment using our online booking system. You can schedule and change your appointment as well as fill in any required health history forms using the JaneApp. Click on the booking links throughout the website under each specific practitioner or service you are looking for.

    If you would prefer you may choose to call or text us at 250-800-0787 OR email us at info@goldenwellnesshub.com to book as well.

  • We accept cash, credit card (Visa, Mastercard, American Express), debit card and e-transfer.

  • We offer direct billing with some health insurance providers for acupuncture and massage therapy services. All insurance companies are different and we have no way of knowing what is covered under your individual policy. In some cases, your provider may not allow the clinic to be paid directly. It is up to you to know the details of your insurance plan.

    If you would like us to direct bill, it is our policy to hold a credit card on file using a secure platform in case insurance companies do not pay in full.

    1. Your credit card will be charged in the case that your insurance benefits do not cover your appointment, unless you advise us at the time of your appointment of a preferred payment method eg direct debit/cash

    2. Golden Wellness Hub will attempt to bill your insurance company and any remaining amounts not covered are your responsibility. Payment of any outstanding amount is expected at the time of your appointment.

    To be able to direct bill, we need the following information from you:

    1. Insurance card - policy/plan/group number/ID number

    2. Birth date

    3. If you are not the cardholder, we will need their card information and birthdate

    We do not bill for ICBC claims.

  • We have a 24 hour cancellation policy. Please note that Randa Sultan has a 48 hour cancellation policy.

    If you are unwell, please let us know as soon as possible - we will never charge you for being unwell and having to cancel. However, if you miss your appointment or cancel within 24 hours (48 hrs for Randa) for other reasons, there will be a minimum of a 50% cancellation fee as that appointment could have been filled by someone else. A missed appointment cannot be charged to your insurance plan. If missed appointments becoming recurring the full rate of the missed appointment will be charged.

    If you’re worried about missing your appointment, our booking system will send you multiple reminders of your upcoming appointment as either text messages or emails - you can choose what types of notifications you would like to receive.

  • Yes!

    If you’d like to purchase a gift certificate for your favourite person, please get in touch with us via email so that we can arrange one for you.

  • Yes, we have designated parking spaces close to our front door as well as street parking out front. If you want to ride your bike, we will be installing a bike rack this year.

  • We are open Monday to Saturday from 9am-6pm, however our practitioners may choose to offer appointments outside of these days and hours. Please use our online booking system to see when your desired practitioner, treatment or service is available. Feel free to email us at info@goldenwellnesshub.com for more information.

  • Please note that we do collect personal information when you create an account in our Jane booking system. We never sell or trade personal information. We follow the HIPAA guidelines regarding client information:

    ‘The HIPAA Privacy Rule expressly requires an authorization for uses or disclosures of protected health information for ALL marketing communications.’

    If you would like further information about your personal information in the Jane system please click here.

    In your account, you are able to opt in to receive email or text messages from our booking system as well as marketing emails from the clinic. Please note that this setting is automatically set to ‘opt out’.

If you have any other questions, we’d love to answer them for you.
Please contact us at info@goldenwellnesshub.com