Trust and Safety
At myphysio, our top priority has always been to make access to vital health and wellness services as seamless and safe as possible. The past few months have made the importance of this mission clearer than ever.
As states begin to re-open, Zeel is updating the health and safety guidelines we share with the thousands of providers on the Zeel network. These guidelines are in accordance with best-in-class spa and hospitality protocols, as well as federal, state, and local guidelines and directives surrounding the delivery of wellness services.
myphysio has proudly delivered more than 1.5 million massages and other wellness services — including assisted stretching, yoga, and meditation — to homes and corporate offices across more than 100 metro areas in the U.S. Our Zeel@Work corporate clients include some of America’s best-known companies and our hotel partners include venerated brands such as Four Seasons, Rosewood, and Hyatt. With each and every Zeel appointment, our company’s top priority is trust and safety.
Personal Protective Equipment (PPE)
Providers will wear masks/facial coverings and/or gloves during treatments as an enhanced safety measure.
Clients may share special cleanliness requests prior to the provider arriving at their home, workplace, or spa. We ask that for in-home services, clients use their own sheets and wear a face mask.
Cleanliness Practices
Providers are following CDC guidelines on handwashing or using hand sanitizer with at least 60% alcohol content. Providers are asked to remove shoes upon entering homes, workplaces, or spas and wash hands thoroughly prior to beginning each treatment. Best practice for the industry is to disinfect equipment between customers.
Provider Wellness
Each day when providers open the Zeel Provider app, they are asked to confirm that they do not display any symptoms of COVID-19 or other infectious illnesses. They are also encouraged to do daily temperature checks.
Zeel asks that clients refrain from booking an in-home treatment if they or a household member are under an isolation or quarantine order/directive, or if they have a fever, COVID-19 symptoms, or a communicable illness.
Vetted Providers
Our network of more than 11,000 providers includes licensed, certified massage therapists as well as certified yoga instructors, stretch professionals, and meditation instructors.
Massage therapists are required to be licensed. State-issued licenses require graduation from an accredited massage school and a minimum number of hours practiced.
Stretch professionals must hold a personal training certificate from a brand that is recognized by the National Commission for Certifying Agencies (NCCA), and have experience with advanced stretching techniques.
Yoga instructors must have practiced for over 200 hours and hold a certificate from the Yoga Alliance.
Provider Booking and Reviews
After booking an appointment with myphysio, clients receive a confirmation with their provider’s full name, photo, a short bio, credentials, and massage license number (for massage bookings). This way, clients can know exactly who will be coming to their door.
When an appointment is complete, clients are asked to rate and review their provider 1 to 5 stars. They may also indicate whether they would like to see their provider again or if they would prefer to block them from their future requests. Our Trust and Safety team reviews each client rating to ensure quality.
We strongly encourage clients to make us aware of any issues or concerns they have about their appointment or their provider. Clients may do so by contacting Customer Service either by email at help@myphysio.com or by messaging through the myphysio app or website. Serious issues are escalated to our Trust & Safety team, who will contact the client by phone, thoroughly review the matter, and take all appropriate action. The client’s name and the contents of their concerns will always remain confidential.
Our Trust & Safety team is an expert group of professionals, including law enforcement officials, investigative journalists, and risk assessment analysts focused on utilizing best-in-class security practices and software tools to address all matters of trust and safety. Their work also includes quickly and seamlessly addressing any safety or security concerns expressed by clients or providers in the network.
The Trust & Safety team is available at any time a Zeel appointment is taking place anywhere across the country and can be reached by contacting Customer Service by email to help@myphysio.com.