Know More
FAQ
Frequently Asked Questions (FAQ)
GENERAL
Is ISLA Wellness a legal, registered business?
-> Yes, we are a fully registered and licensed business. All our services are provided for by licensed, registered professionals that abide by the health and professional standards as set by the province of Alberta
What kind of services does ISLA provide?
-> We offer selected esthetics, PMU, Massage and wellness services. Kindly check our website for our full list of services.
How are the services provided?
-> All services are provided in person either at the provider or at the client’s location as long as it is within Calgary city limits and accessible safely by car. Any services outside of Calgary will be subject to review and approval by the staff and additional charges maybe applied to cover costs.
What are the mobile services offered?
-> Massage, non-invasive facial and skin care services, makeup services. For health reasons, any invasive services will need to have different arrangements for both the clients and the staff.
How do I book an appointment?
-> For all appointments, you can message us through the contact page of this website, emailing us at booking@ourisla.ca or private messaging us through FB, X, Tiktok or dropping us a call or a text. Once we receive it, you will be contacted by us directly for booking and confirming an appointment.
How soon can an appointment be made?
-> Depending on how busy we are and the availability of a therapist or an esthetician, it can take 24 – 48 hours for a final booking to be confirmed. We do aim to confirm faster but because we have to consider travel time and road conditions on the day of appointment, we will need some time to confirm bookings. We suggest booking at least 48 hours in advance to avoid any delays.
For mobile services, what do I need to do?
-> Once your appointment is confirmed, you have to arrange for a spot in your location for the service. We require at least a clear space of 4 meters by 7 meters with access to a power outlet with a nonslip floor surface. An empty private room would be preferred. This allows our therapist/esthetician to provide for a relaxing pampered service for you. Your comfort and privacy are our priority. Alternatively, a basement suite or the living room can be used as long as the client is comfortable.
Is there anything else that I need to prepare before hand?
-> These are the things that you will need before the appointment
- A completed intake form. This can be done online through our website or through an online form sent to your email. A paper intake form is also available if you prefer. Kindly let us know what is your preference.
- We highly recommend removing any mascara, makeup or skin products from your skin before the service. It is also recommended to clean your skin and body of any applied material to minimize any reactions during treatment
- If you have body piercings or any kind of implants inside your body, kindly notify us before treatment.
- If you have any allergies to any skin products, latex or anything else, kindly let us know in advance.
- If you have any medical condition that we need to be aware of, or any medications that may be needed to be administered, kindly let us know in advance and any lifesaving protocols that we need to be aware of.
- If your service needs hydrotherapy, a water source and a clean sink is highly appreciated.
- Access to a clean microwave maybe needed
How do I make payments?
-> We accept the following kinds of payments
- Direct billing to insurance (only applicable to massage services) – this is done after the service within 48 hours after the service is completed. Your consent and some insurance forms will need to be completed.
- Credit card payments except American Express. Subject to a credit card surcharge. (Currently not available)
- Debit Card payments (Currently not available)
- Paypal
- E-transfer
- Cash
All payments except insurance direct billing can be prepaid in advance or paid after completion of the service. For group services, a deposit maybe required such as wedding and event makeup services.
We do not accept checques or other forms of payments not found above but you can reach out to us and we may be able to accommodate other payment options.
What time will you arrive (for mobile services)?
-> We strive to arrive 5 – 10 minutes before the scheduled appointment. However, since we are going to be driving to your location, road and weather conditions may occur that will delay us. In these cases, we will reach out to you and if needed an adjustment at no cost to you will be arranged.
How safe are your equipment and materials?
->We use a professional-grade hospital disinfectant to sanitize all of our equipment and tools. Each item is first thoroughly washed with hot water and antibacterial soap, then sprayed with disinfectant before and after every client. Upon your arrival, we’ll re-clean all tools in front of you, repeating the same rigorous sanitizing steps.
All towels and bed linens are washed immediately after each treatment in hot water with detergent, followed by a disinfectant bleach to ensure thorough cleaning. They are then neatly folded and stored in a clean, covered bin, ready for our next valued client.
What is your cancellation policy?
->We have a 24-hour cancellation policy, and we’ll contact you to confirm your appointment time before your scheduled visit. This policy applies to both your appointment and any booked spa treatments. Cancellations made with less than 24 hours’ notice will incur a charge for the full amount of your services. However, we do consider any unforeseen emergency situations on a case-by-case basis.
What is your pet policy?
->We absolutely love and respect all pet owners. We do require that you let us know in advance of any pets as some of our therapist/estheticians may have allergies. We can then arrange for other therapists. We also recommend kenneling your pets if they are very excitable, overly protective of owners or have a tendency to jump up or cuddle to people or you that may cause some safety issues during treatment.
Do you go to hospices, hospitals, hotels or other care homes?
->Yes, we do but all subject to the consent of the client getting the service and approval of the location where the service will be. Kindly arrange for parking for our therapists. If we are charged parking, that cost will be added to the total fees for the service. Kindly note that if permission is not arranged beforehand to the hospice or care home, we will not be able to proceed with the service and you will be charged a cancellation fee.
Do you go to locations outside of Calgary?
->Yes, we do but we will be adding a surcharge to cover transportation and other costs. We’d be happy to provide you a quote. If a therapist/esthetician needs to stay overnight, we can factor this into the cost of providing service as well. We do reserve the right to refuse any request for services outside Calgary.
Do you accept group and event services?
->Yes, we do. We offer exclusive pricing for group or events. We offer the following as single services or as a package
- Makeup and Makeup consults
- Massage (with all modalities)
- Facial Services (only limited to non-invasive services)
- Brows and Lashes
If you want to book a group or event, kindly reach out to us at booking@ourisla.ca
Can I buy gift cards?
->Yes, you definitely can. Gift cards can be bought through us and you will receive a physical gift card (we are working on a digital one). All paid gift cards have a five year expiry date from purchase and redeemable only for the service indicated in the card. If the service is no longer provided, it can be exchanged to another service of equal value.
Are you selling beauty products?
->We are working on partnering up with suppliers to provide products. Please watch out for our online shop coming soon.
Massage and Direct Billing
What is the process of direct billing?
->Direct billing is a process where a service provider, such as a healthcare clinic, spa, or salon, submits the payment for your services directly to your insurance company, rather than requiring you to pay upfront and file a claim yourself. Kindly note that not all insurance companies offer direct billing.
What are the insurance companies that you can direct bill?
->We can direct bill the following insurance companies. Kindly note that our ability to do so depends on the status of your insurance. Final decisions will be made by them. If they are unable to pay, you have the obligation to complete payment of your invoice.
- Canada Life
- Manulife
- Sunlife
- Johnston Group
- Chambers of Commerce
- Industrial Alliance
- People Corp
- Maximum Benefits
What massage services can be direct billed?
->Any massage services within the scope and practice of a registered massage therapists can be direct billed which may include but not limited to the following: all modalities of relaxation and therapeutic massage
What are the insurance companies that cannot be direct billed?
->The following insurance companies accept reimbursement of insurance claims but at the moment, we don’t have the ability to direct bill them
- Blue Cross
- Greenshield (paid to insured member only)
- Any Union insurance
- Private government insurance
What if I am covered by two insurances (by me and my spouse)?
->Massage billing will first have to be billed to your personal insurance and anything not covered by your personal insurance can then be covered by your spouse’s insurance. Please note that for secondary insurances, you may need to personally file it as direct billing may not be possible.
What happens if my massage cost is not covered fully by my insurance?
->Some insurance policies do not cover 100% of your massage costs. Some can cover up to a certain value or up to a certain percentage. If this is the case, you will need to pay the remaining amount out of your pocket. You will be notified and will receive an invoice.
What happens if I do not want to be direct billed?
->Direct billing is a service that we offer but it is not mandatory. If you do not wish for us to direct bill your insurance, we will provide you with a receipt after receiving payment of your service costs. You can then use this receipt to make a claim to your insurance. For privacy and personal reasons, some clients prefer to have this.
What happens if I get audited by insurance?
->Every once in a while, insurance companies will do some audits to either clients or providers. All you need to do is to provide them with the information that they are looking for. For this reason, keep your receipts with you. We also keep records of your treatments with us so if needed, you can reach out to us. We do need a written consent from you in order to release any information. Please do not commit fraud by making false claims.
Future Plans and Looking Ahead
What are your plans for the future?
->We are looking to expand our business to build a spa in the last quarter of 2025. We are committed to becoming the best mobile massage and wellness service provider here in Calgary where people can entrust their care to us.
Can you refer me to other service providers?
->Yes, we definitely can. We have a network of massage therapists, Osteopath and other health care providers. We are more than happy to refer you to their services.
What are the future services ISLA is planning on providing?
->We are looking ahead to offering TCM and Acupuncture Services soon. We are also looking at expanding our lash and brow artistry services and looking to add laser treatments in 2026. There are a lot of things we are looking forward in the future.