Frequently Asked Questions

Active Health Institute is in Hintonburg, on 250 City Centre Ave. From the main lobby of the building, take the elevator or stairs up the third floor and we are in Suite 302.

Complimentary 90-minute parking is available in the lot outside of 250 City Centre Ave, but your vehicle must still be registered. You will need your license plate number to register your vehicle through the Indigo Neo App, via the QR code in the clinic, or ask the front desk team for assistance! Please register your car as soon as possible to avoid a City of Ottawa parking ticket issued by Indigo Neo.

Bike Fit Clients – please give your license plate information to the front desk team and we will register your vehicle for you as your appointment will likely exceed the 90-minute complimentary timeframe.

Active Health Institute is not responsible for payment of fines incurred by parking tickets.

It is a short walk to the clinic from both Bayview Station (approx. 5-8 minutes) and Pimisi Station (approx. 10-15 minutes).

• If you are attending a Bike Fit appointment, please bring your bike up the elevator to the clinic.
• If you are attending an appointment that is NOT related to a Bike Fit service, you may lock your bike or scooter in the bike cage behind the building. The code for the bike cage can be found in your appointment reminder emails.

Yes! Active Health Institute is pleased to be a wheelchair (manual and motorized) accessible space. Our office is located on the third floor of 250 City Centre Ave and can be reached by elevator. Once you arrive to the clinic, all treatment rooms are on one level.

Appointments for all practitioners can be booked online, over the phone and in-person. Requests can also be made via email.

Appointments can be cancelled or rescheduled through your Active Health Institute JANE profile, or by contacting the reception team in person, by phone, or by email.

Please be advised that appointments cancelled or rescheduled with less than 24 hours notice may be subject to a fee.

A valid credit card on file is required to secure all Bike Fit appointments, regardless of how the appointment is made. A valid credit card will also be required to secure all bookings made online through our website.

All appointments are eligible for coverage under many extended health insurance plans; however, we do not offer direct billing. Payment is required at the time of your appointment, and you may submit your receipt to your insurance provider for reimbursement.

Yes, we are pleased to offer direct billing for RCMP and Veterans Affairs clients through Medavie Blue Cross. Please provide your RCMP ID # or K# (Veterans Affairs) when booking your appointment.

We are not an OHIP or IFHP(PFSI) registered clinic and do not accept patients covered under these programs. We do not accept WSIB or Motor Vehicle Accident (MVA) cases.

Bike Fit appointments typically last between 1.5 – 2.5 hours in length and follow-up appointments are typically 30 minutes. Please check your booking confirmation email for your specific appointment details.

To maintain the quality, sustainability and long-term growth of our Bike Fitting program, the cost of appointments reflect the increased demand for professional bike fitting, new fitters joining the team, rising costs associated with specialized equipment and components, and the need to maintain a high standard of service.

All Bike Fits are performed by Registered Physiotherapists and are invoiced as Physiotherapy appointments. The amount of coverage offered may vary from provider to provider – if you would like a quote to send to your provider for a predetermination of coverage, please contact our front desk team.

Waitlists are available for all practitioners and all appointment types. You can add yourself to the waitlist through your Active Health Institute JANE profile, or you can be added by calling or emailing the front desk team.

When a waitlist notification is sent out – via text and/or email – it is first come first served to book. Priority will always go to those who can book online as notifications will often be sent outside of our regular business hours. We recommend knowing your login information and have your credit card details already preloaded into your account as that will be required to finalize any new booking. 

No, your original appointment will not be cancelled if you book an earlier appointment via the waitlist. You will need to log into your Active Health Institute JANE profile to cancel the unwanted appointment or notify the front desk team as soon as possible.

Your appointment time is reserved just for you. A late cancellation or missed visit leaves a hole in the therapists’ day that could have been filled by another patient. As such, we require no less than 24 hours notice for any cancellations or changes to your appointment. Patients who provide less than 24 hours notice, or miss their appointment, may be charged a cancellation fee at the discretion of their practitioner:

• Massage Therapy = 50-100% of the appointment cost
• Chiropractic = 50-100% of the appointment cost
• Physiotherapy = 50-100% of the appointment cost
• Dietician = 50-100% of the appointment cost
• Bike Fitting = $165.00