Contact Us

  • Contact Info
  • P (250) 390-3392
  • F (250) 390-3359
  • E Send Email
  • Clinic Hours
  • 8:30am–5:00pm
  • Monday–Thursday
  • & Some Fridays
  • Our Location
  • 6441 Applecross Road
  • Nanaimo, BC V9V 1K8
  • View Map

Our Policies

A quick overview of our clinic’s policies and procedures.

Rescheduling & Cancelling Payment Dental Insurance Plans

Rescheduling & Cancelling

Rescheduling and cancelling policy

Sometimes things come up and you’ll need to reschedule or cancel an appointment.

If you need to change your appointment time:

  • We require a minimum of two business days notice to allow us to schedule other patients awaiting treatment.
  • The fee for missed appointments, short notice cancellations, and late appointments is $60/hour.

Keeping your appointment is your responsibility!

Will you remind me of my upcoming appointments?
Yes! You will receive a message seven days before your appointment via text and/or email that includes a “confirm my appointment” button to let us know you’re coming. We’ll also send a second email/text two days prior to your appointment as a final reminder.


We accept payment by Visa, Mastercard, debit card, cheque, and cash. NOTE: we charge a 2% processing fee for all credit card transactions.

  • Visa accepted
  • Mastercard accepted
  • Debit accepted
  • Cheques accepted
  • Cash accepted

Payment is due the same day that treatment is completed.

Dental Insurance Plans

We accept most dental plans and bill them directly for services provided. Therefore, at the time of the appointment you usually only need to pay the portion that the insurance does not cover.

We do our best to find out the details of your coverage as well as any limitations, and inform you accordingly. However, should the cost of part of the treatment not be covered by your insurance, your account balance is ultimately your responsibility.

Dental insurance plans are contracts between you, your employer and the insurance company. The dental office is just a third party.

Dr. Protzer explains dental plans in more detail in our What does my insurance cover? article.

If your plan does NOT reimburse the dental office directly:

  • You will be responsible to pay for your received treatment in full on the same day.
  • We will forward the claim to your insurance on your behalf.
  • You will receive reimbursement usually within two weeks by your dental insurance plan company.

Other exceptions:

  • We do not accept assignment (direct payment) from Social Services, NIHB, or from some university dental plans. Some of these plans discriminate. We do not.
  • Patients from out of the area must pay us in full and get reimbursed by their insurance.

Questions? Please contact us and we will be happy to help.