FAQ: For Clients Frequently Asked Questions:For ClientsWhat is WellSet? About WellSet What is WellSet? 1. WellSet is the first centralized marketplace to find and book preventative healthcare practitioners spanning hundreds of specialties. WellSet lists 35+ practitioner types, including: Acupuncturists, Chiropractors, Health Coaches, Nutritionists, Doulas, Cranio Sacral Therapists, Body Workers, and Integrative Medicine Coaches, and more. 2. We are an education portal to help you know your options, a trusted friend when you don’t know where to turn for help healing, a guide to explore personal optimization and preventative health solutions, and a trust-based booking tool to make it all happen with ease and confidence. Is WellSet free to use? Yes, being a member is free! The only cost associated with being a member is a 3% credit card transaction fee that is applied to each session you book through our platform. We strive to make wellness and preventative health more equitable and affordable for all. Are you hiring? We are always looking for incredible people to join us. Think you might be a perfect fit for the WellSet team? Send us an email at email@example.com telling us why you think WellSet is going to change the world – we have lots of ideas about this but want to hear your take 🙂 – and how you fit into that picture. Please attach a cover letter and resume. Current Open RolesSR Marketing ManagerSocial Media and Content InternFull Stack EngineerFront-End Developer and UX DesignerDream Job Role – Tell us the role you think we need you in (Unicorns only need apply) Your Account How do I deactivate or delete my account? Please send a message to firstname.lastname@example.org if you would like your profile to be manually deactivated from the WellSet system. What if I forget my password? If you are having trouble remembering your password, please select the ‘Forgot Password’ link below the member log in fields to reset your password. What if I forgot my email to log-in? If you’ve forgotten which email you signed up with, contact us at email@example.com with your full name and our team will assist you in figuring out which email is associated with your account. How do I view notifications? Once logged in, click on your profile photo in the top right hand corner and select ‘Dashboard’ from the dropdown. From there, navigate to the ‘Bookings & Chat’ for all info on upcoming sessions. How do I find chat messages that people have sent me? You can find your chat messages by clicking the chat bubble icon at the top right when you are logged in. You will be taken to your inbox where you can message practitioners who you have already requested or booked sessions with. Privacy Information Can WellSet view my password? No. Does WellSet receive my credit card information? All credit card and bank information is stored by Stripe, our third party transaction agent. Stripe has been audited by a PCI-Certified auditor and is certified to PCI Service Provider Level 1 – the most stringent level of certification available in the payments industry. You can learn more about Security at Stripe here. Does WellSet share members’ personal data with other companies? For internal use and betterment of the WellSet product, we track the number of bookings and types of bookings on the platform as a whole, but your personal information will never be shared with anyone outside of WellSet. We may from time to time send you offers from partnering companies, but we hope you will find these curated offers to be a gift rather than a nuisance! You can always unsubscribe if you would like. How is WellSet encrypted? WellSet is encrypted in two levels, it uses HTTPS security in the public pages and the API uses encrypted information. Booking a Session with a Practitioner How do I find a practitioner to book? Once logged into your member profile, you can navigate to the marketplace. WellSet has a number of ways for you to find the right practitioner. Option 1. You can simply scroll through and browse the pre-populated practitioners listed on the marketplace. Option 2. you can start with the search bar and type in a practitioner type (e.g. acupuncture), condition (e.g. back pain), or search a specific practitioner (e.g. Daphne Lim). You can also type in your zip code to refine searches to your general area. Option 3. If you need a little more assistance, leverage our filter dropdown directly below our search bar to help guide you by selecting specialties, conditions, ratings, price point and location type (e.g. acupuncturist specialty, at $100 pricepoint or below, that treats stress and anxiety). Where can I learn more about each practitioner? The best way to find out more about practitioners is to view their profile on WellSet. You can click on any practitioner’s name or profile photo in the marketplace in order to view their full profile. Practitioner profiles include information about the practitioner’s background, credentials, specialties and also lists out their available sessions on WellSet. You can find practitioners on WellSet by browsing the marketplace or by typing in a specific practitioner’s name into the search bar. Please note that only credentials of WellSet Select verified practitioners have been fully verified. How do I book a practitioner? Once you’ve found your practitioner, you can either book through the marketplace by hovering over the session you’re interested in and select ‘Request Booking’ or click into their profile and use the Book Now widget on the right side of the practitioner’s profile to request a booking. You will be able to send a number of appointment times that work for you, and the practitioner can either accept one of them or suggest a time that works for them. We hold your payment and do not charge you until the session is confirmed by both parties. Right now we do not allow instant bookings, but will be rolling out this feature in the coming months. Can I view practitioner profiles before I book their sessions? You can click on any practitioner’s name or profile photo in the marketplace in order to view their full profile. Practitioner profiles include information about the practitioner’s background, credentials, specialties and also lists out their available sessions on WellSet. You can find practitioners on WellSet by browsing the marketplace or by typing in a specific practitioner’s name into the search bar. How can I check the status of a booking? Once logged into your member profile, navigate to your dashboard by clicking your profile photo in the top right corner of your screen. From there, navigate to the tab labeled ‘Bookings’ and find the confirmed booking that you would like to check the status of. This is where you can use our sorting and filter options to view upcoming and past bookings. If your sessions says “Requested” it will still need to be accepted by the practitioner. If it is “Accepted” you are good to go! If it is “Rescheduling” it means that your reschedule request has been sent but not confirmed by the practitioner. How can I communicate with a practitioner I’ve requested a session with? Once logged into your member profile, navigate to your dashboard by clicking your profile photo in the top right corner of your screen. From there, navigate to the tab labeled ‘Bookings’ and find your requested or confirmed booking. To the right side of the screen under ‘Session Status’ there will be a chat button, e.g. ‘Chat with Daphne Lim’. You can click on that to begin a conversation — and will be notified via email when they respond. This chat box will be available once you’ve requested a session up to 24 hours after the session has been completed. How can I reschedule a booking? Once logged into your member profile, navigate to your dashboard by clicking your profile photo in the top right corner of your screen. From there, navigate to the tab labeled ‘Bookings’ and find your confirmed booking that you would like to reschedule. Simply click the Reschedule Booking’ and follow the subsequent instructions. How can I cancel a booking? Once logged into your member profile, navigate to your dashboard by clicking your profile photo in the top right corner of your screen. From there, navigate to the tab labeled ‘Bookings’ and find your confirmed booking that you would like to cancel. Simply click the ‘Cancel Booking’ and follow the subsequent instructions. If you cancel within a 24 hour window of the start of your appointment, you will still be charged the full amount of your session. How can I add sessions to my Google Calendar? The easiest way to add sessions to your google calendar is from your confirmation email. Click the ‘Add to Google calendar’ link next to your booking time and date and follow the prompts from there! You can also add sessions to your Outlook calendar in the same way by clicking the Outlook buttons. Currently we only support Business Outlook accounts, so check with your Outlook provider if you would like this functionality added. When am I charged for a booking? When you request a booking we put a temporary pending charge on your credit card. The charge will be processed only once the booking is complete. If your session is cancelled or not confirmed, you will not be charged. Please also be aware of our cancelation policy which will charge you in full if you do not reschedule or cancel 24 hours prior to the session time. Our practitioners count on you to sustain their incredible offerings, so please be mindful of making any chances well in advance of the session. How do I leave a review for a practitioner? Reviews can only be left once a member has seen the practitioner via WellSet. Once you’ve seen the practitioner on WellSet, navigate to your ‘Dashboard’ and under ‘Completed Sessions’ select the blue button ‘Rate your Experience’. How do I leave a referral for a practitioner who has requested one? Referrals are used by the WellSet team to verify WellSet Select practitioners. You can only submit a referral from the link sent to your email for that practitioner, as it is not linked to your member account. You can request that the practitioner sends you another invite from their portal or send an email to firstname.lastname@example.org asking for assistance. If the practitioner would like for this to be a public referral, they will need to book a session through WellSet with you. Verifications & Certifications How does WellSet verify it’s practitioners? For each practitioner on WellSet, a member of our team has done a qualitative review. Only practitioners labeled with the blue ‘WellSet Select’ have had a Checkr background check, have submitted references and have uploaded current credentials. If a practitioner is WellSet Select verified, they have a blue check mark next to their name and the WellSet Select stamp on their profile. Why does WellSet conduct background checks for Select Practitioners? WellSet takes your safety very seriously. While there is no way for us to guarantee that any interaction with a practitioner listed on our platform will be perfectly safe, conducting background checks is an extra layer of credibility to help you choose the right practitioner for you and your needs. For added peace of mind, you can choose to work with Select practitioners who have passed a Checkr background check. Who conducts WellSet’s background checks? We conduct our background checks using a third party background checking company called Checkr. Checkr also conducts background checks for companies like Uber, Instacart, Zillow, GrubHub and Lyft. Are all WellSet practitioners certified? While WellSet conducts an initial screening of all practitioners on the platform, we do not guarantee that every practitioner is certified. WellSet Select practitioners, however, have been background checked, have submitted positive references, and have uploaded proof of their certifications to our system. What are WellSet Select verified practitioners? WellSet Select practitioners have been background checked, have submitted positive references, and have uploaded proof of their certifications to our system. What does the blue checkmark next to practitioners profiles indicate? The blue checkmark indicates that a practitioner is a WellSet Select practitioner. WellSet Select practitioners have been background checked by Checkr, have submitted positive references, and have uploaded proof of their certifications to our system. Safety How can I confirm the location of my session? WellSet offers practitioners the option for 3 session types: 1) Practitioner location: This means you as the client go to the practitioner’s studio or home office for your session. 2) Client Location: This means the practitioner comes to you in your location. 3) Virtual Session: This type of session happens over the phone or internet, different practitioners have different methods of contact for virtual sessions but the default on WellSet is by phone. You can find a session based on the type of location by selecting the ‘Location Type’ filter button and selecting the type of session locations you are interested in. If you would like to check your session location after booking, you can look in your booking description on your client dashboard. To do this, log into your member profile and navigate to your dashboard by clicking your profile photo in the top right corner of your screen. From there, navigate to the tab labeled ‘Bookings & Chat’ and find the specific booking for which you’d like to review the location. Your session location will also be sent to you in your booking confirmation email. How can I leave a review about the space in which my session was held? Please be honest (yet fair) with your reviews – they are so valuable to the WellSet community! In the comment section, you can describe the space your session was held in more detail if you would like. You can also leave reviews when you’re logged in to your WellSet account viewing the Bookings tab. Each of your completed sessions will have a link to leave a review as soon as your session has been completed. Does WellSet have tips on how to stay safe at sessions at Practitioner’s Location? WellSet takes your safety very seriously. While there is no way for us to guarantee that any interaction with a practitioner listed on our platform will be perfectly safe, conducting background checks is an extra layer of credibility to help you choose the right practitioner for you and your needs. WellSet Select practitioners have been background checked at the time of their application. No matter what, we still urge you to be safe, take normal precautions that you would take doing business with any type of contractor in your life. Please do let us know by emailing email@example.com if you think that there is anything we should know about any of our practitioners! If you ever feel unsafe at a session, no matter where it is, you should immediately leave. If there is a reason, you should immediately contact law enforcement authorities by calling 911 and alert WellSet by sending a message to firstname.lastname@example.org. If appropriate, we will alert the practitioner credentialing boards and will remove the practitioner from WellSet’s marketplace. What can I do if I feel unsafe at a Practitioner’s Location space? If you ever feel unsafe at a session, no matter where it is, you should immediately leave. If there is a reason, you should immediately contact law enforcement authorities by calling 911 and alert WellSet by sending a message to email@example.com. If appropriate, we will alert the practitioner credentialing boards and will remove the practitioner from WellSet’s marketplace. Do I receive my practitioner’s contact information before a session? You will receive your practitioner’s phone number and their address but not their email. You can message them via your dashboard at any time after booking, just find your booking request and click the “Chat with…” button! How can I report unsafe behavior displayed by a practitioner? If there is reason, you should immediately contact law enforcement authorities by calling 911 and alert WellSet by sending a message to firstname.lastname@example.org. If appropriate, we will alert the practitioner credentialing boards and will remove the practitioner from WellSet’s marketplace. Payments for a Session What methods of payment does WellSet accept? WellSet’s payment system is powered by Stripe. Most major credit cards are accepted and you can also directly connect your bank account in order to make payments. How do I pay for a WellSet session? When requesting a booking, you will be asked to input your credit or debit card details. We will place a temporary hold until the confirmation and session is completed. Our payments are processed by Stripe, a secure third-party payment system that allows you to pay with a credit card or connected bank account. Most major credit cards and prepaid credit cards (Visa, MasterCard, Amex, Discover, JCB) as well as many debit cards that can be processed as credit are accepted by the WellSet system. Why can’t I complete my transaction? It is possible that your payment method is unable to be processed because of insufficient funds or because your credit card company is blocking Stripe. Make sure that your credit card company is not blocking the transaction and try to complete the transaction again. What happens if my card is not accepted? If your card is not accepted you will have to contact your card merchant to find out why payment might not be processing. Can I pay in cash for my in-person session? No. All payment for sessions via WellSet must be entered when making your booking request. If a practitioner solicits money off of the platform, please let us know by emailing email@example.com. What do I do if someone asks me for money outside of the WellSet platform? When you make a booking through the WellSet platform, you pay before your session. This means that a practitioner should not ask you for extra money in-person. All payments are made online at the time the booking request is made. If a practitioner solicits money off of the platform, please let us know by emailing firstname.lastname@example.org. When am I charged for a session? We will place a temporary hold until the session is confirmed. The payment will process at the time of the confirmed booking and will transfer to the practitioner when the session is completed. Why should I pay through WellSet? When you pay and speak to practitioners through WellSet, you are protected under our Terms of Service, Cancellation and refund policies, and other safeguards. WellSet makes it easy to find and reference information about your upcoming session including your practitioners information, your session timing and information, session check-in details and other useful information. If you book and pay outside of WellSet, we can’t provide these benefits. Fees & Cancelation Policy What are WellSet’s pricing and fees? WellSet charges a 3% credit card processing fee for each transaction through the system. What is Stripe? We use Stripe to process your payments, an encrypted and awesomely safe payment gateway. Through Stripe we allow you to pay via all major credit cards like Amex Express Checkout, Mastercard, Visa etc. What is WellSet’s refund policy? Our policy is that you can change a reservation up to 24 hours before a session and can cancel up to 48 hours before a session. If you cancel within that period, you will be charged 100% of the price of your session. Our practitioner’s time is precious and limited, so try to book sessions that you will be able to attend! Do practitioners still get paid when I cancel a session? You can change a reservation up to 24 hours before a session and can cancel up to 48 hours before a session. If you cancel within that period, you will be charged 100% of the price of your session. Our practitioner’s time is precious and limited, so try to book sessions that you will be able to attend! If you cancel a session within 24 hours, your practitioner will be paid the total session amount. Circles What are WellSet Circles? Circles are WellSet’s answer to bringing word of mouth referrals online. You, as a client, can find and book practitioners through Circles curated by practitioners, trusted brands, and people you know IRL. Circles look like a regular WellSet marketplace, except they have the photo and cover image of the curator at the top of the page. When you search through a circle, you are only going to be shown practitioners that have been chosen by that curator. Do people get paid for curating Circles? Yes they do, but only when people book sessions with their favorite practitioners. We give $20 of each new booking made through a circle (new clients for a practitioner only) to the curator. It can be a really amazing passive income for the curator. How do I make my Circle? In your client dashboard, navigate to the tab called “Circles” and click the “Add Practitioners to my Circle” button. There you can search for practitioners who are already on the platform or send an invite to a practitioner who you would like to invite onto the platform. How do I get paid? As a client, you get paid from your Circle straight into your WellSet Wallet. Your credits can be used as cash to book wellness appointments. On a client by client basis, we will allow you to withdraw your funds to your bank account, if you are interested in doing so please email email@example.com. WellSet Beta How do I use my 20% off? When you go to pay for your session, your 20% off will be automatically deducted from your first session! You will see the deduction before you pay to reserve your session. Why are my refunds going into my WellSet wallet? WellSet refunds are sent to your wallet rather than to your bank to make sure that you aren’t charged twice for Stripe processing fees. If you would like funds transferred back into your bank account, please let us know by emailing firstname.lastname@example.org and we can take care of it for you! When will I get off the waitlist? Because of COVID-19, WellSet is launching the platform nationwide for virtual sessions! You will be let off of the waitlist very shortly after you sign up.