Moose Optical Policies

Policies – Moose Optical

Moose Optical provides services by appointment only and reserves the right to refuse or discontinue services at any time. Submission of a booking request or inquiry does not guarantee acceptance of services.

Appointments and services may be declined or cancelled due to scheduling limitations, service misalignment, repeated rescheduling, inappropriate or disruptive communication, concerns related to professional boundaries or safety, or inability to maintain clear communication

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Clients are responsible for providing accurate, consistent, and truthful information when submitting booking requests or inquiries. Moose Optical reserves the right to decline or discontinue services if information provided is false, misleading, inconsistent, or prevents safe and professional service delivery.

Moose Optical communicates by email, text and messenger only.  Messages are typically responded to within 12 business hours. Response times may vary depending on workload, scheduling, and availability. Immediate responses are not guaranteed.  Repeated messages or attempts to bypass established communication methods may result in delayed responses or discontinuation of services.

Appointments may be cancelled or rescheduled with reasonable notice. Moose Optical reserves the right to decline future bookings following repeated cancellations, missed appointments, or late changes.

Accurate measurements require a finalized frame. Moose Optical is not responsible for fit or visual outcomes if frames are changed, altered, or replaced after measurements are taken..

Adjustments & Repairs Policy -

For External / Out-of-Warranty / Final Sale Frames

Moose Optical is happy to offer adjustments and minor repairs on eyeglasses as a courtesy service.

Please note the following conditions apply:

• Frames not purchased from Moose Optical, as well as frames purchased from Moose Optical that are out of warranty, over one year old, or sold as final sale, may have pre-existing wear, hidden stress fractures, or material fatigue that is not always visible prior to adjustment.
• Adjustments or repairs on these frames are performed at the client’s risk.
• Moose Optical cannot guarantee the outcome of adjustments or repairs on frames that are external, out of warranty, or final sale.

Moose Optical assumes no responsibility for breakage, cracking, loosening, or other damage that may occur during or after adjustments or repairs on:

• Frames not purchased from Moose Optical
• Frames purchased more than one year ago
• Frames sold as final sale or without warranty

If a frame breaks or becomes unusable:

• The client will be responsible for the cost of a replacement frame.
• If existing lenses cannot be fitted into a replacement frame, new lenses may also be required at the client’s expense.

By requesting an adjustment or repair under these circumstances, the client acknowledges and accepts these terms.

Direct Billing & Insurance Policy

Moose Optical accepts direct billing, where available, as a convenience to clients.

Direct billing is accepted for:

• Yukon Pharmacare
• NIHB (Non-Insured Health Benefits)
• Sun Life
• Canada Life
• Most private insurance plans
   

Manulife Exception
Manulife does not offer direct payment to providers. As a result, Moose Optical is unable to accept direct billing with Manulife. Clients insured through Manulife are responsible for payment at the time of service and may submit receipts directly to Manulife for reimbursement.

Please note:

• Coverage eligibility and reimbursement amounts are determined by the insurer or program, not by Moose Optical.
• Clients are responsible for confirming their coverage details prior to services being rendered.
• Direct billing availability may vary by plan.