Custom FAQs
Booking & Scheduling
How do I book a session with a practitioner?
To book a session with a provider on ZenPass, follow this step-by-step process:
Click on the Home or Browse tabs:
If you already know the type of session you're interested in, such as acupuncture or reiki, you can directly type it into the “Practice” field of the search bar.
If you're unsure about which modality might best suit your needs, you have the option to search by your specific concern (e.g., anxiety) in the “Condition” field, or you can choose to search by location in the “Location” section to find nearby providers.
Use filters to narrow down options. Choose your session modality (in-person, online, at-home), type (class, private session and events), and price range.
Sort your findings by criteria like recommended, highest ranking, popularity, or price.
Click on a Provider’s profile from your search results to see their available sessions.
Select the session you want and click 'book'. All the services you selected, will be added to your basket.
Review your basket, choose your preferred time and date, and click on 'checkout' to finalize your booking.
Once done, both you and the provider will receive a confirmation email.
Are there any prerequisites or forms I need to fill out before my session?
Upon booking a session, the provider will request any specific forms, assessments, or information that customers need to provide before their session via the chat on Zenpass.
When and how can I reach out to a practitioner I want to book a session with?
Feel free to contact a provider at any point before finalizing your booking by clicking the "Messages" button. Should you have additional questions after making your booking, or if you're looking for information not covered in our FAQs, you're welcome to reach out to them. Please note, the messaging feature will be available up to 24 hours after your session concludes.
How can I add booked sessions to my personal Calendar?
Adding sessions to your calendar is simple. Just open your confirmation email and click the ‘Add to Google Calendar’ link for Google users or the Outlook link for Outlook users, right next to your session details. Follow the easy steps that pop up, and you're all set!
Technical Information
What platforms are used for online sessions, and do I need to install any software?
For online sessions, the provider will share the link for the online call upon booking. This link could either be for a Google Meet or a Zoom session, depending on the provider’s preference. You can join Google Meet sessions directly through a web browser without the need to download any software. For Zoom sessions, while it is possible to join meetings via a web browser, downloading the Zoom client software offers the best experience and access to full features. However, if you prefer not to download anything, Zoom does provide an option to join meetings through a browser, though with limited functionality compared to the app.
For at-home sessions, how do I share my address with the practitioner? And is it safe?
To book an at-home session with ZenPass, first, ensure you have a ZenPass account and have entered your home address in your profile details. This is essential for our system to match you with providers who can come to your location. Providers set a distance they’re willing to travel in their preferences. When you look for services, only those providers who are willing to travel to your address, within their specified range, will appear in your search results. Your home address is then securely shared with the provider once you confirm the booking, ensuring a seamless process while prioritizing your privacy and safety.
What if I have questions or issues after my session?
If you have any questions or encounter any issues following your session, we're here to help. You can reach out to us through the Help & Support module or by emailing us directly at contact@zen-pass.com. Our team is dedicated to providing you with the assistance you need for a smooth and supportive experience.
What's the procedure for reporting concerning behaviour from a practitioner?
Should there be cause for concern, please promptly reach out to law enforcement and inform us by emailing contact@zen-pass.com. If deemed necessary, we will notify the provider’s credentialing institutions and take action to remove the practitioner from our platform.
Payments & Pricing
How are payments handled?
We use Stripe as our payment processor, an encrypted and safe payment gateway. When booking a session, you will be redirected to the payment page. On this page, you can complete your payment using the most common payment systems, including Apple Pay, Visa, Mastercard, and others. You should be prepared to make your payment upfront to secure your booking with the chosen practitioner. This upfront payment confirms the session and helps in managing the schedule effectively for both you and practitioners.
Do I have to pay a booking fee? No, there's no booking fee for using our service. The only time you might have a minor charge is if you cancel your appointment. For more on this, check out our cancellation and refund policy.
Why won't my transaction go through? Your transaction may not be completing because there might not be sufficient funds in your account, or your credit card company could be blocking payments to Stripe. Ensure that your credit card provider isn't preventing the payment, and then attempt to make your purchase once more.
What should I do if I'm asked for money outside the platform? All payments for bookings through our platform are made online in advance, so a practitioner should never ask you for additional money during the session. If a provider requests money outside of our platform, please report it to us by emailing contact@zen-pass.com.
Why should I pay through ZenPass? Paying and communicating with providers through ZenPass ensures you're covered by our Terms of Service, Cancellation and Refund Policies, and other protective measures. ZenPass simplifies the process of tracking your upcoming session details, including information about your provider, session timing, check-in instructions, and other relevant details. If you arrange and pay for your session outside of ZenPass, unfortunately, we're unable to offer these advantages.
Cancellation
What is ZenPass's cancellation policy?
At ZenPass, we understand that plans can change, so we've designed our cancellation and rescheduling policy to be as flexible as possible while respecting the time of our providers.
For private sessions and classes bookings:
If you cancel more than 24 hours before the service, you are entitled to a full refund, minus processing fees.
If you cancel within 24 hours of the service, the booking is non-refundable due to the short notice.
For events bookings:
Events are non-refundable to honour the organiser's time and effort in preparing. However, we acknowledge that exceptional circumstances can occur. If you have specific concerns or situations, please don’t hesitate to reach out to us via email at contact@zen-pass.com. We are committed to reviewing each case individually to find the best possible solution.
For retreats bookings:
More than 30 Days Before Retreat Start Date:
Participants will receive a full refund of all payments made.
ZenPass won’t charge any ZenPass Booking Fee to the Provider.
15-29 Days Before Retreat Start Date:
Participants will receive a 50% refund of all payments made, the provider will receive the 50% of deposit minus any ZenPass Booking Fee.
ZenPass will charge the ZenPass Booking Fee to the Provider for 50% of the booking
14 Days or Less Before Retreat Start Date:
No refund will be provided to participants unless a replacement participant is found.
ZenPass will charge the ZenPass Booking Fee to the Provider for the entire of the booking
What happens if a provider cancels a session?
If a cancellation is made by a provider, you will receive a full refund.
How can I cancel a booking?
Canceling a booking on ZenPass is straightforward. Log into your account, locate the booking you wish to cancel under ‘My Bookings’, and click ‘Cancel ’. Follow the on-screen instructions to complete the process. You'll be notified via email about the cancellation. Remember, cancellations more than 24 hours in advance result in a full refund minus processing fees. Cancellations within 24 hours of the service are non-refundable.
Review and Ratings
How can I leave a review after my session?
After completing a session, ZenPass will send you an email invitation to review your experience. This ensures that all feedback is based on actual sessions booked and completed through our platform. Additionally, you can leave a review by logging into your account, navigating to your dashboard, and selecting ‘Manage your bookings’. There, under ‘Completed Sessions’, you will find the option to ‘Leave a review’. We value your feedback as it helps us maintain a high standard of service and assists other members of the ZenPass community in choosing their practitioners.
How does the review process work?
Following your session, ZenPass invites you to share your thoughts and rate your experience with the provider through our review system. You have the opportunity to award a star rating, ranging from 1 to 5 stars, reflecting your satisfaction with the service provided. It's a simple way for you to express the quality of your experience. Please note, while we encourage honest and constructive feedback, ZenPass reserves the right to moderate, remove, or edit reviews to ensure compliance with our Review Policy. For detailed guidelines on what constitutes acceptable feedback, please refer to our Review Policy. Your insights are invaluable to us and the broader ZenPass community, aiding in the continuous improvement and assurance of excellence in our services.
What is your Review Policy?
Reviews serve as a crucial tool for our provider to either continue excelling or to identify areas for enhancement in their services. They also enable us to maintain our commitment to hosting only the most reputable and trusted practitioners.
By submitting a review on a provider profile on ZenPass, you are agreeing to our review policy. We reserve the right to remove any reviews or content that breach our guidelines, Terms of Service, or Community Standards.
A thoughtful review should:
Summarize the personal experience, offering constructive feedback.
Provide insights into several aspects, such as communication, the practitioner's expertise, professionalism, and the overall quality of service.
Remain truthful and precise.
Avoid exaggerating the effectiveness of treatment for specific health issues.
Maintain a respectful, unbiased, and friendly tone.
Review Monitoring:
The ZenPass team reserves the right to remove reviews displaying abusive, untrue, defamatory content, or any content that violates our policies. Reviews or users demonstrating harmful intentions towards a practitioner’s reputation will be removed. Provider responses are also subject to monitoring.
By posting a review, you agree to ZenPass editing your submission for spelling and grammar, excluding any medical references, and making other modifications to align with our guidelines and policies. We assure you, edits will never misrepresent your opinions or mislead our community.
Upon posting, you also consent to ZenPass and practitioners using your review in other materials.
Review Disputes:
Once a review is public, providers can respond and may dispute the review. This doesn’t mean we’ll exclude negative experiences, provided they comply with our Review Policy, Community Standards, and Content Policy. In case of a dispute, we’ll thoroughly investigate to ensure compliance with our standards.
Testimonials:
In compliance with UK regulations, we do not permit testimonials that could potentially set unrealistic expectations, promote unnecessary services, or that could be misleading or deceptive. As such, any review containing clinical aspects will be edited or removed to adhere to these regulations, especially for regulated health services.
This approach ensures our reviews remain a reliable, respectful, and valuable resource for everyone in the ZenPass community.
Managing My Account
What if I forget my password?
If you forgot your password, simply click on the ‘Forgot Password’ link located beneath the login fields to initiate a password reset.
Where can I see messages from practitioners?
To see messages from practitioners, you need to be logged into your ZenPass account. After logging in, you'll find a page titled “Messages” displayed in the Top Banner.
Provider Information & Vetting
How are providers qualified and vetted on ZenPass?
At ZenPass, we take the quality and professionalism of our providers seriously. During our onboarding process, we personally vet every practitioner to ensure they meet our high standards. This involves verifying their qualifications and ensuring they possess the required certifications and experience in their field. Only those providers who are deemed reliable and have successfully passed our thorough vetting process are welcomed into our network. To maintain transparency with our clients, we invite you to explore our detailed _Practitioner Vetting Process_ for more information.
Where can I learn more about each provider ?
By clicking on a provider’s name, you will be directed to their profile. Here, in the About section, you’ll find detailed information regarding their background, credentials, and specialties, along with a list of sessions they offer. Should a practitioner catch your interest, you have the option to add their profile to your wish list for easy access later.
Security & Privacy
Does ZenPass have access to my credit card details? No, ZenPass does not receive your credit card or bank information. This data is securely stored by Stripe, our third-party payment processor. Stripe meets the highest level of certification in the payments industry, having been audited by a PCI-Certified auditor and achieving PCI Service Provider Level 1 certification. For more details on Stripe's security measures, you can visit their website.
Does ZenPass share my personal data with third parties? At ZenPass, we monitor booking activity on our platform, including the number and types of bookings, for internal analysis and to improve our services. However, your personal information is never shared with external entities. Rest assured, all our practices are in full compliance with UK data protection laws.
Is my session confidential and private?
We prioritize your privacy and confidentiality in every session. All sessions are conducted in strict compliance with GDPR regulations to ensure your information is protected. For a detailed understanding of how we safeguard your privacy, please refer to our Privacy Policy. Rest assured, maintaining the confidentiality of your session is our utmost concern.
Is ZenPass liable for any issues or malpractice during a session?
No, ZenPass is not directly liable for any issues or instances of malpractice that may occur during a session. Responsibility rests with the individual Providers. However, we take any reports of such matters extremely seriously. Should an issue arise, we are committed to taking prompt and appropriate action to address the situation. We encourage you to contact us at contact@zen-pass.com in case of any issues. Our goal is to ensure a safe and positive experience for all our users.