Trust & Safety
In-home wellness, delivered with peace of mind
Soothe is designed to keep our clients & providers safe
Trust & Safety Overview
Every month, Providers on the Soothe network complete thousands of services around the world. We’re proud to be the world’s leading on-demand, mobile wellness platform. Because your well-being is our top priority, we take extra steps to ensure that every Soothe service is a safe and relaxing experience.
All Providers are fully licensed and certified, including massage therapists who have completed hundreds of hours of massage training
We verify that all providers are fully insured. This guarantees that both the client and provider are cared for in the event of unexpected injury or property damage.
We care about the safety of our clients and providers on the network. That’s why we conduct background checks and ongoing criminal monitoring on all Providers, and verify clients’ information before every service.
365 day support
Whether you have questions about the app, booking your appointment, or any of the services in general, our team is available via phone, email, and online chat, every day of the year (including holidays).
Our secure platform ensures your money gets to your provider—that’s why we always ask you to pay through Soothe to guarantee you get a receipt and a protected transfer of funds.
After every appointment, clients and Providers are asked to rate their experience anonymously. Our Customer Service team reviews ratings below 4 stars to maintain the safety and quality of the Soothe platform.
We take extra steps to provide a safe and stress-free experience every time you book. That’s why we only refer you to providers who are experts in their craft. Here’s what you can do to ensure your safety and health:
Let your Provider know in advance and during the service which areas to focus on to better tailor the experience to your needs. In the case of massage, be sure to let your Provider know what level of pressure you prefer. If you are pregnant, confirm with your physician that it’s safe for you to receive a prenatal massage or specific service prior to booking any prenatal service with Soothe.
Stop if necessary
If you feel uncomfortable during your service and wish to stop, simply communicate this to your Provider by saying, “I’d like to discontinue the service at this time.”
For massage services, dress to your comfort level.
Feel free to undress to your level of comfort whether you prefer to be fully clothed or in your undergarments. Therapists are trained to properly cover your body to protect your modesty.
Always pay and communicate within the app
Submitting payment and communicating with your Provider through the Soothe app protects your information and theirs. You should never wire money, provide credit card information, or otherwise pay a Provider directly. If you are asked to do so, please report it to us immediately.
Reach out to our team
We’re happy to chat with you before or after your appointment to answer your questions or concerns. Simply contact our Customer Service Team once you have booked and request a pre- or post-appointment check-in.
Be the best kind of Soothe member
The Soothe community relies on both clients and Providers to ensure health, safety, and wellbeing for everyone.
At the heart of the Soothe experience is a world-wide network of more than 10,000 highly skilled and dedicated Providers. We appreciate you sharing your passion for wellness, and we’ve worked hard to build a platform that makes your safety our top priority. Follow the below guidelines to ensure your safety with Soothe.
Perform a thorough intake
Review the expectations for the service beforehand by confirming the details of the service. For massage therapists, this includes reviewing contraindications, confirming the massage type, duration, and areas of focus that should be avoided.
Stop when necessary
If you feel uncomfortable you can always refuse to enter the client’s home or discontinue the service midway through. You will never be penalized for leaving a Soothe appointment if you feel unsafe. In an escalating situation, prioritize your personal safety, get out, leave your equipment, and contact Soothe as soon as you are safe. We will replace or reimburse you for abandoned equipment if we are not able to recover for you.
Use our secure client communication
Do not give out your contact information, or communicate with clients outside the Soothe app. This is considered breach of contract and could result in removal from the network. When you contact your client through the app, Soothe protects your contact information by acting as a bridge between you and the client.
Accept secure payments through Soothe
Payments usually reach your account within 24-72 hours after completed appointments. Providers receive 100% of their tips paid via the app. Transactions secured from start to finish using 256-bit encryption and best-in-class security tools.
Contact us, anytime
Soothe is the only on-demand massage service that provides support for Providers 365 days a year via in-app communication, phone, text and email.
Report unsatisfactory experiences
If a Soothe appointment makes you feel uncomfortable in any way, contact Provider Support. We continuously review reports and suspend suspicious clients in an effort to protect the Soothe Provider experience and the network as a whole.
Be the best kind of Soothe Provider
The Soothe community relies on both Providers and clients to ensure health, safety, and well-being for everyone.
With Soothe, you’re connected to a behind-the-scenes team that is dedicated to providing you with a safe and relaxing experience from beginning to end. That’s why all transactions, including booking, payment, and tipping, must be completed through the Soothe App. This secure platform helps our team ensure that your safety and information are always protected.
Follow the below tips to avoid fraudulent practices and keep your information secure:
What should I do if someone asks me to pay outside the Soothe App?
You should never be asked to wire money, provide credit card information, or otherwise pay a Provider directly. If you are, there are easy ways to report it to us to ensure your information, finances, and identity are protected.
Reporting requests for payment outside of Soothe
If a Soothe client or Provider asks you to pay off-site or through another company, report it to us in one of the following ways:
*Call us at 1-833-276-6843
*Email us at firstname.lastname@example.org
Unless you are working with Soothe at Work Events, you should never receive invoices from Soothe, in the form of paper, PDF or otherwise. If someone attempts to complete a transaction through any of these methods, please report it immediately: Western Union, MoneyGram, Liberty Reserve, cashier’s check, money order, cash transaction.
If someone offers to pay or receive less than the given price for a Soothe service, it is no longer possible for Soothe to guarantee secure payment as it is no longer considered a Soothe appointment.
If someone offers to receive a tip in the form of cash, this can be considered a form of tax fraud as it cannot be reported to the IRS. 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 it does not reduce their payout.
Appointment extension scam
For massages, it is important to 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.
If someone offers to pay or receive payment for future services outside of the Soothe App, Soothe can no longer guarantee fulfillment of those appointments. You can buy Soothe packages directly through the app and easily rebook with the same Provider.
Soothe Safe for Providers:
We are doing our part to keep our entire Soothe community safe. In addition to following local public health guidelines, every Provider is trained in Soothe’s industry-leading safety and sanitation program.
1. Keep our community symptom-free
Providers experiencing symptoms are placed on a temporary pause until they have been asymptomatic for at least 2 weeks.
Providers who have knowingly been exposed in the past 14 days will be temporarily taken out of rotation and self-quarantine.
2. Adhere to local face mask guidance
3. Sanitize all equipment before and after each appointment
4. If applicable to the service, provide fresh, laundered linens, or use client’s own linens if they prefer
5. Wash hands upon arrival before physical contact with clients, prior to beginning your service, and after each service
6. Place used materials, e.g. linens, immediately into a separate compartment or sealed plastic bag after the session is complete
7. Soothe will apply contact tracing procedures in case of exposure
Soothe Safe for Clients:
1. Do NOT book a session if:
- You are experiencing any symptoms related to COVID-19
- You have not been cleared by a doctor or have experienced any symptoms within the past 2 weeks
- Anyone in your household has knowingly been exposed
2. When you book a session, please:
- Shower before your appointment
- Adhere to local face mask guidance
- Offer to use your own freshly-laundered sheets if you prefer
- Provide a kitchen sink, powder room, or bathroom for the provider to wash his/her hands
- Refrain from shaking hands until both you and the Provider have thoroughly washed your hands.
- Keep children and others 6 feet away from the equipment and the Provider's belongings to follow social distancing guidelines
- Keep your pets out of the room/away from the Provider's equipment