TRUST & SAFETY
Your safety is our priority
Every month, IDLY enables hundreds of massages. We’re proud to be the Costa del Sol leading on-demand massage service that lets you choose the time and place of your massage. We take extra steps to ensure that every IDLY massage is a safe and relaxing experience.
IN-HOME MASSAGE YOU CAN TRUST
IDLY is designed with safety in mind, for both massage consumers and massage therapists.
Vetted
All IDLY therapists have completed hundreds of hours of massage training and are fully licensed and certified.
Always Protected
We verify that all therapists are fully insured. This guarantees that both the client and therapist are cared for in the event of unexpected injury or home damage.
Background Checked
We care about the safety of our clients and therapists. That’s why we verify clients’ information before every massage and conduct annual background checks on all therapists.
24/7 Support
Whether you have questions about booking your appointment, or massage in general, our team is available 24/7 via whatsapp, email, and online chat.
Secure Payment
Our secure platform ensures your money gets to the therapist—that’s why we always ask you to pay through IDLY to guarantee you a receipt and a protected transfer of funds.
Review System
After every appointment, clients and therapists can provide anonymous feedback about their experience. Our Trust and Safety Team reads every review and will quickly reach out to ensure any dissatisfaction is addressed.
Scam Prevention
By using IDLY from booking to post-massage transaction, we’re able to ensure a safe and secure experience from beginning to end. That’s why we always ask you to pay and communicate directly through IDLY.
Health and Cleanliness
IDLY therapists are trained professionals and maintain high standards of hygiene by keeping hands and materials clean and using fresh linens during every appointment.
We take extra steps to provide a safe and stress-free experience every time you book. That’s why we only accept therapists with expert massage technique and professionalism.
Here’s what you can do to ensure your safety and health:
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Stop if necessary
If you feel uncomfortable during the massage and wish to stop, simply communicate this to your therapist by saying, “I’d like to discontinue my massage.”
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Communicate with your therapist
Let your therapist know what level of pressure you prefer, as well as any tense areas to focus on. Talk with your therapist even after the massage has begun to better tailor the experience to your needs.
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If you are pregnant, confirm with your physician that you are eligible to receive a prenatal massage prior to booking with IDLY.
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Stay within IDLY
Submitting payment and communicating with your therapist through IDLY protects your information and theirs. You should never wire money, provide credit card information, or otherwise pay a massage therapist directly if not instructed. If you are asked to do so, please report it to us immediately.
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Dress to your comfort level
Feel free to undress to your level of comfort whether you prefer to be fully clothed, completely undressed or anything in between. Soothe therapists are trained to properly cover your body to protect your modesty.
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Call on our team
We’re happy to chat with you before or after your massage to ensure any questions or concerns are addressed. Simply call our concierge team once you have booked and request a pre- or post-massage check-in via phone or email.
At the heart of the IDLY experience is a network of highly skilled and dedicated massage therapists. We appreciate you sharing your passion for massage with Soothe clients and we assure you that your safety is our top priority.
Here’s what you can do to ensure your safety:
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Stop when necessary
If you feel uncomfortable prior to the massage or wish to discontinue at any time, you may always refuse to enter the client’s home or discontinue a massage midway through. You will never be negatively impacted for leaving an IDLY appointment that you feel is unsafe.
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Perform a thorough intake
Review the expectations for the massage beforehand by confirming the massage type, duration and areas that require extra attention or would like to be avoided.
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Secure client communication
When you contact your client through the app, Soothe protects your contact information by acting as a bridge between you and the client.
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Stay connected
Our check-in, check-out feature is designed to protect you during every appointment. If you fail to check out after your appointment, we’ll give you a call to make sure you’re okay.
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Secure payment through IDLY
Only transfer funds through IDLY to ensure a receipt and verified payment process.
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Contact us anytime
IDLY offers full support for our therapists through phone, email and messaging services. When in doubt, contact us.
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Report unsatisfactory experiences
If an IDLY appointment makes you feel uncomfortable in any way, contact IDLY Therapists. We continuously review reports and suspend suspicious clients in an effort to prevent future instances from taking place.
What should I do if someone asks me to pay outside of the IDLY app?
You should never be asked to wire money, provide credit card information, or otherwise pay a massage therapist 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 IDLY
If an IDLY client or therapist asks you to pay off-site or through another company, report it to us in one of the following ways:
Call us at +34 629 36 31 45
Email us at info@idly.es
You will never receive an invoice from IDLY, in the form of paper. 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.
Types of fraud
Underpayment Scam
If someone offers to pay or receive less than the given price for an IDLY massage, it is no longer possible for IDLY to guarantee secure payment since it is no longer considered an IDLY appointment.
Appointment Extension Scam
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.
Advancement Scam
If someone offers to pay or receive payment for future IDLY massages outside of the IDLY app, IDLY can no longer guarantee fulfillment of those appointments. You can buy IDLY packages directly through the app and easily rebook with the same therapist.
With IDLY, 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 we always ask that you book and pay through IDLY so we can do our best to ensure that your safety and information are always protected.
