Trust & Safety

In-home wellness, delivered with peace of mind

At Soothe, we strive to provide the best possible experience while prioritizing the safety and well-being of our users. The information below highlights some important measures we take, and mindful guidelines for Clients and Providers to follow.

Overview

As part of our mission to deliver the highest quality wellness experience, the Trust and Safety department is responsible for ensuring each session booked with Soothe is relaxing, safe and comfortable. Our purpose is to foster a community of respect, take action on inappropriate behavior and fulfill our commitment to Soothe’s values. We’re here to support you.

Vetted Professionals

Our partner, Evident ID, is the trusted solution for our vetting process and offers clients peace of mind when booking through Soothe. You can have confidence that each Provider who uses the Soothe platform has been fully licensed, insured, and has passed a thorough background check. We also conduct ongoing criminal monitoring on each Provider to maintain the health of our network. To learn more about our vetting process, head to our Help Center.

Preparing for your appointment

Whether it’s your first time having a professional massage or you’ve had a favorite Provider for years, we have a few guidelines to share with our clients.

  • Hygiene: Showering prior to your session is not only a courteous gesture towards your Provider but also enhances the overall massage experience. 
  • Pets: We love our pets and understand they are like family! However, to ensure your relaxation, we recommend that they be securely placed in a safe area during your session. 
  • Substance Use:  In consideration of our Providers, some of whom are sensitive or allergic to smoke, we politely request that if you engage in smoking, the surrounding air be refreshed prior to the start of the session. Additionally, we would like to remind you that alcohol is a contraindication to massage and, should any signs of intoxication be present before your session, your Provider reserves the right to decline treatment.
  • Mutual Respect: We want to ensure that everyone in our network feels safe and has a comfortable experience. Please be mindful that our Providers, as professionals, are required to cover their clients appropriately when performing their treatments. We expect all clients to treat their Provider with kindness and respect.

Click here for more tips on how to prepare for your appointment

Communication is key

The Soothe app is the best way to communicate with your Provider. Connecting with your Provider before your appointment gives you the opportunity to let them know what areas you’d like to target and any injuries or allergies you may have.  If you’re undergoing pre or post-natal care or require specific accessibility or accommodation, please let your Provider know. It’s also helpful to prepare your Provider ahead of time with instructions on where to park and how to find your location.

By keeping your communication in the app, we are able to quickly investigate and resolve any issues that may arise. Rest assured that your personal phone number will not be shared with the Provider. To learn more about the chat feature (Inbox) in the app, head here.

Zero Tolerance

At Soothe, we take pride in creating a safe, inclusive space for the entire community. We do not tolerate sexual misconduct, discrimination, or inappropriate behavior of any kind. Your safety is our top priority and we work hard to ensure reports of behavior that do not align with our values are fully investigated and actioned. This can result in permanent removal from the platform.

Reporting a safety concern

All reports are completely confidential and are sent directly to our dedicated Trust and Safety team for review. If you are feeling uncomfortable at any stage, please report your concerns via the in-app reporting feature.

Overview

The safety and wellbeing of our Providers is our highest priority. As part of this commitment, the Trust and Safety department is responsible for ensuring each session booked with Soothe is relaxing, safe and comfortable. Our purpose is to foster a community of respect, take action on inappropriate behavior and support you throughout your journey with Soothe.

Client Ratings

After every appointment, Providers are asked to rate their experience anonymously. Once your rating is submitted, our Trust and Safety team reviews all ratings below four stars. Clients with an average score lower than four stars are also investigated and appropriate action is taken. This helps us maintain the quality of the clients you’re working with and offers an extra layer of confidence for your appointments booked with Soothe. Visit Soothe's Help Center to learn more about how to rate your client.

Preparing for your appointment

Whether it’s your first time providing a professional massage with Soothe or you’ve had years of experience, we’ve created a few guidelines for our Providers. We hope that by following these, you will feel prepared and confident going into each session.

  • Environment: We encourage our clients to contact their therapist through the app to inform them of any special requirements, but initiating also makes a great first impression. There, you can chat through accessibility needs, pets, space, oil vs. lotion and more. 
  • Hygiene: Out of courtesy for your client and to provide an optimal experience, we recommend traveling with a kit for freshening up. We understand you may be doing multiple sessions a day and having a small bag of essentials can make all the difference.
  • Smoking: Many of our clients are very sensitive or even allergic to smoke. We kindly ask that if you do smoke, to be mindful of the needs of the client before your arrival.
    Draping: We want to ensure that everyone in our network feels comfortable during the session. Please know that as professional independent contractors, Providers are required to cover clients appropriately and follow the Board of Massage guidelines in their region. 
  • Atmosphere: Please ensure your phone is on silent mode and not in use during your session. We understand that often your phone is used to play music for your clients. When using a streaming service, commercial free is preferable to avoid disturbing the overall experience.

Communication is key

The Soothe app is the most efficient way to communicate with your client. There, you can discuss anything from injuries or accessibility needs to parking, allergies and necessary supplies. 

By keeping your communication in the app, we are able to quickly investigate and resolve any issues that may arise. Rest assured that your personal phone number will not be shared with the Client. If you are feeling uncomfortable at any stage, please report your concerns using the in-app reporting feature.

Zero Tolerance

At Soothe, we take pride in creating a safe, inclusive space for the entire community. We do not tolerate sexual misconduct, discrimination, or inappropriate behavior of any kind. Your safety is our top priority and we work hard to ensure reports of behavior that do not align with our values are fully investigated and actioned. This can result in permanent removal from the platform. 

Reporting a safety concern

All reports are completely confidential and are sent directly to our dedicated Trust and Safety team for review. To report any misconduct you experience, please let us know by using the in-app reporting feature

Making payments safely

At Soothe, all transactions must be completed through the Soothe app. Our secure platform and strict anti disintermediation policy, helps our team ensure your information is kept safe. 

 To book with confidence every time, follow our best practices below:

  • When payments are made outside of the app, our team is unable to track fraudulent activity and are limited in the support we’re able to provide. This includes payment through apps such as CashApp, Zelle or Venmo. 
  • If either party offers to pay or receive less than the given price for a Soothe service, we’re unable to guarantee secure payment. This behavior is also considered disintermediation and may lead to permanent removal from the platform. 
  • Soothe conveniently offers tipping directly through the app so that both parties can receive a receipt of their tip payment. Providers receive 100% of the tip amount, and paying through the app does not reduce their payout.
  • Please be aware that unless you are attending Soothe at Work Events, Soothe will never send you an invoice or attempt to retrieve money through Western Union, MoneyGram, Liberty Reserve, cashier’s check, money order or cash transaction.
  • Clearly communicate the duration of the massage prior to the session. If no extension is communicated or indicated in the app, neither party is held accountable for the extended time. To learn how to extend an appointment, head to our Help Center.

If you are concerned you’re experiencing fraudulent activity or feel uncomfortable at any point of the payment process, please reach out to support@soothe.com.

For press inquiries,  press@soothe.com.

To get in touch with a Law Enforcement request, please contact safety@soothe.com.