FAQ
FAQs for seekers/patients/clients/students
- If my plans change am I able to reschedule my appointment?
Yes, it may be possible. If your practitioner’s booking’s policy allows for rescheduling on the offering that you purchased and you’re within their stipulated policy constraints, then head to your Seeker Admin > My Bookings > Scheduled, click on the session you’d like to reschedule and the tap the “RESCHEDULE” button to shift it to another available slot.
- Can I get a refund?
Yes, it is possible. Should you wish to cancel your appointment please make sure you are within the cancellation time frame according to the practitioner you have booked with. You can request a refund by heading to your Seeker Admin Portal > Payments > History and clicking the button “Request a Refund”. Yisani will assess the eligibility of your request and if within booking policy, Yisani will process your refund less Yisani’s 10% administration fee within 10 working days. If you have cancelled outside of the stipulated cancellation period you will not be able to receive a refund and Yisani will confirm this via email.
- Can I trust the Yisani booking system?
Absolutely! Please see our privacy policy.
- How do I contact the therapist if I have an emergency?
Once your booking has been confirmed you will be sent contact details and confirmation that will share contact details of your therapist.
- What happens if my appointment is cancelled by the therapist?
The therapist will contact you directly to reschedule and Yisani will send you a cancellation email. Your therapist will arrange a refund or a credit for the session.
- Are all the practitioners qualified?
Please see the practitioner’s bio for qualifications and their review ratings. While Yisani takes great pride in curating our practitioners and community reviews on their services, it remains your responsibility to adjudicate the quality of a practitioner before making bookings with them.
- How do I know the environment is safe and quality checked?
Yisani has implemented a rating & review system with all customers who have tried a practitioner’s services. These ratings and reviews are aggregated into an average out of 5 for you to evaluate. Where a practitioner has achieved an average score of 4.5 or more after 50 reviews, Yisani also places a community “Endorsement” badge on the practitioner profile.
- What happens if I change my mind after making a booking?
Please review the practitioner’s Terms of Service before making bookings to understand their booking policies. Depending on their booking policies, you may be able to reschedule booked sessions on Yisani in your admin section under “My Bookings”. However, for cancellations, please refer to the refund FAQ above.
- Why do you request the payment upfront?
Time is precious and we want both the practitioner and the client to feel comfortable.
- I love Yisani, how can I spread the word?
Review your therapist, share the site on any social media platforms and please check out our gifting referral system on our home page.
- Why is my practitioner not on Yisani?
That’s a great question! Please see our referral system and/or send them the sign up link: https://www.yisani.com/Register
- Can I book online treatments?
Yes, depending on the modality and practitioner. Many of our guides offer treatments online and in-person.
- What if I don’t turn up for my appointment?
You will be charged in full for no-shows.
- Can I claim from medical aid?
Regrettably we are not yet affiliated with medical aid invoicing systems. Not all of our practitioners are registered with the Allied Health professionals act.
- I'm not receiving my account verification email. What can I do?
First be sure to check your SPAM/JUNK folder in your inbox. If it still hasn't arrived after 5minutes, please go ahead and email care@yisani.com with your request for the verification link and wee'll respond to that email address with the link you need to activate your account.
FAQs for guides/practitioners/healers
- Do clients pay upfront for services?
What are the hidden costs associated with signing up with yisani? Yisani charges 10% on each booking, 3% marketing, 3% accounting fee, 4% admin fee. Once you sign up we facilitate a calculator so that you can build this expense into your rate.
- What are the hidden costs associated with signing up with yisani?
Yisani charges a 10% margin on each booking, 3% marketing, 3% accounting fee, 4% admin fee. Once you sign up we facilitate a calculator so that you can build this expense into your rate.
- Can I book off Public holidays or time off for holidays and weekends?
Most certainly. When setting up your availability schedules for your offerings you’ll ensure that these periods are blocked out and not available for bookings.
- When and how do I get paid?
During your online store set-up and configuration, you’ll confirm your preferred banking details with us for all future payments. Yisani will then send you a monthly statement and pay-out on all bookings during that month less the Yisani service fee.
- How do I contact the client if I have an emergency and need to cancel?
Their details will be shared with you once a booking has been confirmed. These details will be visible in your Admin portal under the Bookings section.
- Can I list retreats and/or events?
We’re working on it! Right now we only offer flexible scheduling offerings like classes or treatments where your customers select an available slot from your availability schedule.
- How do I get started, is there a start-up guide or demo?
We are so excited to have you join our community, please click the signup link (https://www.yisani.com/Register) to register first as a seeker and then as a practitioner. Once you are in your practitioner portal you will follow the step-by-step process on the dashboard.
- Can I upload an indemnity, health questionnaires and covid screening protocols?
We’re working on it! Right now we do allow you to edit the contents of the confirmation emails that are automatically sent to your clients when they make bookings with you. Here many of our practitioners share general bookings policies and protocols.
- How many locations can I add?
You can add as many physical or online hosting methods as you like.
- Does Yisani integrate with my Google Calendar?
Yes it does. You can follow your onboarding guide in the dashboard of your practitioner portal to set this sync up. At this stage Yisani provides a push-sync functionality which allows your Yisani calendar to sync to your Google calendar with updates at the push of a button.
- Will clients get sent SMS reminders for their appointments?
We currently offer email reminders that you can edit and adjust to your preferences.
- Can Yisani integrate with my Zoom platform?
Yes it does, you will need to allocate a zoom code for your particular offering and/or time allocation.
- Does Yisani refund my customers?
Yes, under your booking policy constraints only. Should your customer wish to cancel their appointment they can request a refund by heading to their Seeker Admin Portal > Payments > History and clicking the button “Request a Refund”. Yisani will assess the eligibility of their request and if it’s within the scheduling conditions you stipulated for that offering, Yisani will process their refund less Yisani’s 10% administration fee within 10 working days. If they have cancelled outside of the stipulated cancellation period they will not be able to receive a refund and Yisani will confirm this to them via email.
- Can my customers reschedule through Yisani?
Yes, if your scheduling conditions allow it, Yisani can take this burden off your shoulders. If they’re within your stipulated policy constraints, then they can head to their Seeker Admin > My Bookings > Scheduled, click on the session they’d like to reschedule and the tap the “RESCHEDULE” button to shift it to another available slot. A rescheduled booking will automatically update in your bookings calendar in your Practitioner Portal.
- I no longer wish to have a Yisani Profile. How can I delete it?
We’ll always be sad to see our practitioners go but should you wish to delete your Yisani Practitioner Profile you can email care@yisani.com with your request and we’ll delete it on your behalf.