GETTING STARTED
HOW DOES BLYS WORK FOR THERAPISTS?
Blys allows clients to get Australia’s best massages delivered to their homes, hotels or work. No phone calls, no cash payments, no stress about finding the right therapist or making the journey to the clinic. Clients simply make their booking online on our website or app – we then match them with one of our qualified therapists.
After going through the application and onboarding process, successful therapists are then given access to our therapist app where they receive notifications for new jobs.
Blys makes life a lot easier for its therapists as well, by handling the less-exciting aspects of your practice (marketing, scheduling, payments, customer service and other admin work), so that you can concentrate on what you love doing – your practice. To be able to provide you our platform and services, we charge a small fee for every booking.
WHAT IS THE PROCESS WHEN APPLYING FOR BLYS?
There are 2 ways to apply to be a therapist with Blys.
1. You can download our therapist app directly onto your phone via these links below & sign up:
Once you signed up through the app, log on to our website at https://getblys.com/uk/my-account (with the same email and password you used to sign up), and complete your application by submitting your documents.
2. Apply online through our website at https://getblys.com/uk/apply/
These are the documents you’ll need to provide/upload:
Proof of Qualifications
Proof of Insurance
Australian Business Number, ABN
Current Police Check
After we have received all of your documents, our local manager in your city will give you a call to schedule an in-person onboarding session, which includes an assessment on these 3 key areas:
Your equipment
Your professionalism
A practical test to assess your technique & general knowledge
Successful therapist will then be given access to our platform. Our team will activate your account immediately after the onboarding session.
WHAT’S INCLUDED IN STANDARD SERVICE?
A standard service (e.g. the fee we collect from client) includes;
travel and parking,
professional massage table or chair (if required),
fresh towels,
natural massage oil (We highly recommend staying away from synthetic oils – such as baby oil),
music,
and full body massage (unless the client specified any focus area)
60min booking means 60min on the table, so please allow 10-min on each side for set-up & pack-up.
For hotel bookings, our Operations Team calls the hotel immediately after receiving the booking and try to organise parking for you, however we can’t guarantee parking as some hotels simply don’t offer parking to guests or staff. In any case, we charge hotel clients $20 (per therapist) extra to cover our additional operational costs + to help you with parking since it can be difficult to find parking around hotels.
Our team tries to organise parking for corporate/event bookings as well, however we cannot guarantee that parking will be available as it depends on location and client. Ultimately, as the service provider, travel to & from the client is up to you. (Please remember that you can claim your travel and parking expenses at the end of the year as they are tax-deductable business expenses)
WHAT’S THE DIFFERENCE BETWEEN RELAXATION, DEEP TISSUE, SPORTS, AND PREGNANCY MASSAGE?
Everyone seems to have their own ideas about what each of those words mean. We’ve come up with some basic definitions so that we’re all on the same page.
Relaxation – The main goal for this massage is to relax the client fully. You would typically use long strokes that create a nice overall flow over the whole body. You may target a few trigger points if the client wants that, but you wouldn’t attack them with full force unless the client says it is ok.
Deep Tissue – This is still a full-body massage, but using a bit more pressure. You can target more trigger points and really aim to get those knots out while still making the client feel like you covered the entire body.
Sports – Typically, the goal for this modality of massage is to help with recurring tightness or problems due to sports, training, or everyday activity and use. You might do some assessments before and after, some stretches, and maybe some active release techniques during the massage. The client may want the massage targeted specifically to those problem areas as opposed to getting to the entire body.
Pregnancy – This type of massage is for women who are more than 12 weeks pregnant and is performed while the client is lying on their side. It’s best to make the client comfortable using pillows under the head and in between the legs. You should probably avoid using essential oils, and only use a lighter pressure avoiding trigger points altogether. The main purpose of this massage is for the mum-to-be to feel relaxed and pampered.
Because no one really has the same definition of what each word means, the most important thing is to communicate with your client before and during the massage to ensure they get exactly the type of massage that they are looking for. Communication is key!
I WORK FOR A CLINIC, CAN I STILL GET BOOKINGS FROM BLYS?
Absolutely!
As the owner of your own business which you operate under your own ABN, you have the full control over when and where you work or accept bookings through our platform. You’re your own boss!
Our Licence Agreement is non-exclusive, which means you’re completely free to work wherever you want whilst you’re an active member of our platform.
WHAT’S INCLUDED IN THE LICENSE AGREEMENT WITH BLYS?
Here are the basics:
Blys is a technology service provider that allows Customers to request and book a massage and provides the platform for Therapists to accept those booking requests.
Blys allows the Therapist access to our platform to receive those booking requests as well as taking care of technology, marketing, scheduling, payments, customer service and other admin work. In exchange for access to our platform and services, we charge a small fee for each booking.
To find the full agreement follow this link: License Agreement
HOW DOES THE BLYS THERAPIST APP WORK?
See this page: How The Blys Therapist App Works
Here you’ll find answers to all of your questions about the app:
WHERE CAN I FIND RELAXING MUSIC?
Music makes the massage experience more enjoyable and relaxing, so we ask our therapists to have music during every massage.
There are several ways to do this. Some therapists prefer to have portable speakers, and some prefer to use their phones only. Whichever works for you.
If you’re playing music from your phone, you can download music directly onto the phone, or there are many free meditation music apps you can use that don’t require internet access.
Spotify is also a favorite with our therapists. However, ads really ruin the relaxation experience, so we recommend that you pay the $11.99 a month for the premium edition. But, it is a tax write off since it’s for your business!
If you’re playing music from your phone, make sure you switch it to Airplane Mode so no calls or notifications come through during the session allowing the client to have an uninterrupted and relaxing experience.
DO YOU RECOMMEND USING SHEETS OR TOWELS FOR THE MASSAGE?
We’ve gotten a lot of feedback from our clients, and they always prefer when the therapists use sheets.
Benefits of sheets vs towels:
Tip: For those who use the face hole built into the table, simply cut a hole in the fitted sheet for their face to go into. I do recommend you sew up the edges of the hole so that it looks nicer.
WHAT KIND OF OIL SHOULD I USE FOR THE MASSAGE?
We recommend using any oil with a natural base that you wish.
However, if you do choose to use sweet almond oil or a blend with essential oils just be sure to also have a plain alternative as well in case your client has any allergies or is pregnant.
It’s always best to be prepared than to be caught without an oil you can use!
DO I NEED TO PROVIDE MY OWN CLIENT INTAKE FORM?
We highly recommend that you keep your own client forms and notes about each client.
Your insurance company or health fund may require that form if a client makes a claim against you, and they might not cover you if you do not have it.
We have put together this basic intake form in case you need one. Just add your name to it to personalise it to your own business:
HOW DOES THE BOOKING START TIME WORK?
The times you see in the app always indicate the earliest & the latest start times. (e.g. you can arrive at client location anytime in between)
Wednesday, July 27 @ 1:00pm – 4:00pm
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When you tap ‘Accept’, your therapist app will prompt you to confirm your time of arrival. Simply select your time of arrival when prompted, and our system will automatically notify the client with a text message that includes your name and time of arrival.
WHAT’S THE MOST APPROPRIATE TIME TO CONTACT THE CLIENT DIRECTLY?
Our system sends automated notifications (email, in-app push notification, or text message) to clients when;
they first place their booking request online,
their booking is accepted by a therapist,
their therapist taps ‘on way’ button in the app,
and when the job is ‘completed’ by the therapist in the therapist app.
This means there’s no need for you to communicate directly with the client as the communication is already handled by the Blys team and the platform.
The only occasion/time that you may be required to communicate with the client is when you’re ‘on your way’ to the appointment and need some help with address or parking/door number, or if you’re running a few minutes late to your appointment. This can be done by tapping the ‘Contact Client’ button in your therapist app – which appears after you tap ‘On way’.
You also don’t need to send a courtesy confirmation text to the customer after you accepted the job. As outlined above, that’s handled by our platform.
The idea here is to ensure we don’t create unnecessary texts/calls back and forth between the customer and Blys and therapist. One of Blys’s core promises to its customers is that we offer a seamless booking experience that removes the need to make calls to therapists. Our vision for Blys is – to make getting a professional massage a 1-hour process. Minimising communication between clients and therapists is an important part of that promise.
AM I RESPONSIBLE FOR PROVIDING AND MAINTAINING MY OWN EQUIPMENT THAT I USE FOR BLYS JOBS?
Yes.
As the owner of your own mobile massage business, so you are responsible for providing and maintaining all of your own equipment used to run that business. (Please keep in mind that all equipment purchases and repairs are tax-deductible as they are business expenses for you.)
You can find more about this in the License Agreement.
I HAVE THE APP, BUT I’M NOT RECEIVING ANY BOOKING NOTIFICATIONS. AM I DOING SOMETHING WRONG?
There could be two reasons for that;
You’re offline. Check your phone settings to make sure your location setting is ON, and your status in the”Account” page of your app is set to ONLINE.
The demand (new booking requests) in your area is low. We kindly ask you to be patient – we’re working hard to reach out to all potential clients in your area and to make sure your phone is beeping every minute with job requests!
Some (very very few) Android devices may be blocking push notifications from some apps – potentially including the job alerts from the Blys Therapist App.This seems to be due to a device limitation and settings.Unfortunately, Blys can’t determine or change your device settings (we can only control the therapist app), but here’s some info that may be helpful:The exact steps for this process will vary depending on your device model, but a good starting point would be finding Autostart (or on some models it’s called Autolaunch, or Startup Manager, or Background App Management) screen in Settings of your device.There you’ll need to make sure that Blys Therapist app is marked as ‘Allowed’.These links may be helpful as well:
There are only a couple of phones in the market that have this setting, so you’re probably fine – but it’s worth checking so you don’t miss out on any jobs.
If you have any other questions relating to technical issues, feel free to contact our operations team at hello@getblys.com.au or 1300 420 188.
SHOULD I PROACTIVELY TRY TO UPSELL TO THE CLIENT WHEN I’M WITH THE CLIENT?
No.
Blys respects its customers’ preferences, and always strives to deliver to those preferences and expectations.
We don’t like to complicate the user experience by making offers to the customer during treatment.
Ultimately – we want customers to make those decisions related to their appointment (massage length, type…etc.) when they’re making their booking online, not when they’re completely relaxed on a massage table, removed from their daily thoughts for a brief moment.
The rule of thumb is; as a therapist your primary focus should always be providing the best service possible – an outcome of which will either be an extension of the booking, a rebooking or a 5-star rating.
WHAT IF THE CLIENT WANTS TO EXTEND THE SESSION?
It’s a common occurrence for our customers to ask our therapists to add extra 30min at the end of their treatment. (we can’t blame them, they’re getting the best massage they’ve ever had!)
If a client asks you to extend the treatment, and if you’re available (e.g. you don’t have another appointment that might be at risk), then all you have to do is – simply ‘Extend’ the session in your therapist app by tapping the ‘Extend’ button and selecting the extra time to add (30min, or 60min).
This will automatically add the extra charge to the client’s card – and you’ll be paid accordingly.
HOW DOES A COUPLES MASSAGE WORK?
With couples massages, we send 2 therapists to massage 2 customers – who give a massage simultaneously to each customer. (As opposed to a back-to-back option where 1 therapist gives massages to both customers, one after the other.)
You’ll receive 2 jobs from your therapist app for couples bookings with 2 therapists. Please only accept one of the jobs in your app. The other job is for your partner therapist.
When both therapists are confirmed, you will see the details of your therapist partner in your Blys therapist app. This is so that you can coordinate your arrival with your partner.
Do we arrive together?
Yes, ideally. Please allow yourself an extra 10mins for arrival for this.
Punctuality is always extremely important for Blys – but it’s extra important to be punctual for couples massages for two reasons:
Often couples who book massages from Blys have other plans following their massage – such as dinners, so by being late, we risk ruining their other plans
The other therapist might be booked for another appointment after the couples massage, so we might upset your therapist partner and the next client
What if my partner therapist is late?
If your therapist partner (you’re doing the couples massage with) is running late to a couples session, we would like you to wait for 10 minutes and then go in and start without your partner.
If it’s a hotel booking (as is the case with some couples massages), please meet your therapist partner at the concierge and go up together.
A few additional tips regarding couples bookings to help you avoid bad experiences and disputes:
Arrive at least 10 minutes before massage. This is very important. You must be respectful of both the client’s and the other therapist’s time. They may have something to get to afterward.
Walk into your appointment together. You should wait for the other therapist to arrive so you can walk in together and set up together.
Step out of the room together to allow the client privacy to undress and get on the tables. You can both step into a bathroom to wash your hands before the massage.
Decide who will signal the other therapist when there are 5 minutes left.
If you started the massage together, finish the massage together. When one therapist finishes before another it may cause one client to feel like they were shorted on time. So, be sure to finish the massage on time, no running over.
WHAT ARE CORPORATE JOBS? HOW DO THEY WORK?
Corporate jobs will take place either in an office or at an event.
Blys offers chair massage, as well as roving desk massage.
Chair massage is done while the client is sitting in a proper massage chair. So, you will need to bring your own professional massage chair to each chair job.
Roving desk massage is done while you are roaming around the office going desk to desk. You either simply give them a back, neck, head massage while they continue to work, or the job could require you to bring a portable desk massage face cradle. The type of equipment required will be stated in the “Special Instructions” section of the job in your therapist app, so you will know which kind it is before accepting the job.
It is always important to be on time, but in a corporate environment they are usually on a very strict schedule. Be sure you arrive at the job site at least 15 minutes early so you have plenty of time to find your contact and to get set up and ready to start on time. Find out how long each massage is meant to be, and be sure you stay on schedule.
Do I need my own equipment – e.g. massage chair?
Be sure you bring all of the equipment you will need for the chair job; massage chair/portable desk face cradle, disposable face cradle covers, hand sanitizer, wipes or sanitizing spray to wipe equipment between clients, massage music, timer.
If any client loves your service, be sure to refer them to the Blys website to book you for an in-home massage. (Don’t forget that giving them your personal card while on a Blys job is a direct breach of the License Agreement and may incur legal action against you to seek damages.)
WHAT MAKES PREGNANCY MASSAGE DIFFERENT TO REGULAR MASSAGE?
Pregnancy massage is for women who are more than 12 weeks pregnant and is performed while the client is lying on their sides.
You should try to make the client as comfortable as possible by using pillows under their head and in between their legs while they are lying on their side. We recommend that you never use essential oils on a pregnant client. And, it’s best to use a lighter pressure avoiding trigger points altogether. The main purpose of this massage is for the mum-to-be to feel relaxed and pampered.
Top Therapist Tips:
Therapists should never perform massage if the client is less than 12 weeks pregnant.
Pregnancy massage should be performed side-lying and supine, never prone as it could hurt the baby. Make sure to check before you start the massage to see if the woman is still comfortable lying on her back at all. Sometimes that can be very uncomfortable, and then you will need to do the entire massage side-lying.
Don’t forget to bring your own pillows to support the client. One or 2 should be placed under the head, one between the knees, and one between the ankles for optimal comfort. This may vary depending on the size of your pillows.
Make sure you bring a very natural oil with no essential oils. It is thought that essential oils may be harmful to the baby.
Avoid pressure points on a pregnant woman, and keep the massage pressure relatively light. No deep tissue.
We realize there can be controversy over some of these beliefs about pregnancy massage. However, because you are dealing with a woman in a very delicate position, we highly recommend following these recommendations to protect the baby, the expecting mother, and yourself.
WHAT TO DO IF I’M RUNNING A LITTLE LATE TO MY APPOINTMENT?
Punctuality is extremely important for clients as often they’re on a tight schedule, and therefore we want all therapists to pay the utmost importance to this.
We recommend Blys therapists to arrive at client’s location 10-15 minutes before – which should give you plenty of time to locate and enter client’s house/unit, and set everything up for the massage.
We know that there are certain days and times where the traffic or transportation in general can be particularly slow – e.g. end of school holidays, peak hour…etc. Please be mindful of these days/times and plan your travel accordingly.
However, despite all your efforts, sometimes things happen and you may be running behind schedule. In this case, simply contact the client directly from your therapist app and let them know – either via a text or a call – that you’re running behind, and give them the reassurance that you will add an extra time to their appointment so that they will still get the same amount of time on the table.
Please also remember – when you tap “On Way” button in your app, we send a tracking link to the client which shows them exactly where you are on a map and how far you are. So it’s very likely that client already knows you’re running a bit behind – but please give the courtesy text/call anyway.
Please note that, just like we have a no-show policy for clients, we have the same rule for therapists too. If you’re more than 20min late, the client has the right to cancel the booking if they choose to. This will be considered a no-show by therapist and will accrue a cancellation fee for the therapist.
WHAT IF THE CLIENT WANTS TO REBOOK ME?
If a client wants to have you as his/her preferred therapist for his/her next booking, that is great news! It’s an acknowledgement of the level of service you’ve provided – so firstly, thank you for being awesome.
Clients can easily rebook the same therapist from our app or website, by selecting the Rebook option when booking. See this blog post about How To Rebook Your Favourite Therapist for details.
When a client rebooks you, you’ll immediately see those rebooking requests at the top of new job offers.
Rebooking requests are exclusively available for you for a limited time (this timer is available to you in your therapist app). If you’re not available and accept the offer within the given time, the app will automatically open the job to nearby therapists to see if we can still accomodate the client’s request.
To ensure your availability, we recommend that you get the client rebook you for your next session while you’re still with the client, so your next session with client is all locked in and client is guaranteed to see you again.
THE CLIENT WANTS TO BOOK ME PRIVATELY. WHAT DO I DO?
Simply advise the client that all bookings must go through Blys, and ask them to rebook you on our website or mobile app.
Clients can easily rebook you from our website or app with a simple tap, by selecting the ‘Rebook’ option next to your name:
When they do, the booking will come directly & exclusively to you via your therapist app.
Private bookings are considered direct breach of your contract with Blys, and will result in immediate termination of contract and subsequent removal from our platform.
Blys also reserves the right to get your personal accounts audited by a professional auditor, and take legal action to seek damages if we find evidence of private bookings with clients you met through Blys platform.
At Blys, we’re passionate about creating a service that helps you earn more with your practice, and we work hard to provide a reliable, safe and successful environment.
We have regular checks in place (including mystery-shoppers) to monitor behaviour that’s not in line with our agreement and community guidelines. However we trust that you share the same values as we do and will follow our terms and guidelines, so that everyone has an enjoyable experience.
You can find more about this in the License Agreement.
THE CLIENT IS LATE. WHAT DO I DO?
This happens very rarely – but if/when it does, wait until the client arrives and start then, but do let the client know that you may still need to finish at the planned finish time as you may have other plans or clients after that booking.
In the case of a ‘no-show’ (e.g. client never arrives, or arrives past the booking end time), you can leave as soon as it’s confirmed by Blys or the client that the booking will not go ahead, or if the client still hasn’t arrived after 20min.
In any case, if the client is running late, please let us know asap so we can coordinate with client and arrange a solution with the best possible outcome for everyone – and whether it’s a no-show or a late start, rest assured that your income is always protected under our Terms of Service.
CAN I ASK THE CLIENT TO CARRY MY MASSAGE EQUIPMENT?
No.
We understand carrying your table around can be exhausting, however, you’re required to carry your own equipment to and from client location.
We recommend using a massage table trolley which some of our therapists find very handy. They’re available from Firm N Fold for $90, however if you put your order through Blys, you get 20% off. So if you’re interested in buying one of these, let us know and we’ll sort that out for you.
I FORGOT TO TAP THE ACTION BUTTON IN THE APP (“ON WAY” OR “COMPLETE”) WHAT DO I DO?
Simply do it as soon as you remember – or contact us if you’re unsure.
Action buttons are important part of the Blys experience. Our system relies on these status updates.
Tapping ‘Start / On Way’ lets the client know that you’ll arrive soon, and lets us know that you’re checking in to client location (important safety feature),
Tapping ‘Complete’ lets us know that you’ve checked out of client location, and prompts clients to provide rating & review for your service.
Please also note you only get paid for bookings you’ve ‘completed’ in your app. So, to avoid delays in payments, please make sure you complete bookings immediately after appointment.
CAN I INVITE MY OWN PRIVATE CLIENTS TO BLYS?
Certainly.
Some therapists find our system for payment, booking and client management much simpler than other alternatives or their own tools – and therefore prefer to take bookings from their own clients through Blys.
So if/when you refer your clients to Blys, simply ask them to request you when they’re making a booking on our website, and we’ll manage the rest from there, making sure you and your client have a seamless experience.
WHY AM I RECEIVING JOBS FROM ANOTHER LOCATION OR CITY?
The Blys Therapist app remembers the last location you had the app open.
So, if you’re changing locations for a long period of time (e.g. moving between cities), please simply open your app when you arrive to your new location. This will refresh your current location in the app, and will make sure you’re receiving booking requests in your current location.
HOW DO I DOWNLOAD THE BLYS THERAPIST APP?
The Blys Therapist App can be downloaded from these links below.
iPhone: Blys Therapist App for iPhone
Android: Bys Therapist App for Android
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IMPORTANT:
We no longer use the GetSwift app.
If you’re an existing Blys therapist, you need to download the new Blys Therapist app in order to receive bookings from Blys.
HOW DO I CONTACT BLYS?
Here are our contact details:
DOES BLYS OFFER OTHER BENEFITS LIKE DISCOUNTS TO THERAPISTS?
Yes! As a Blys Therapist, you get access to exclusive discounts from our partner companies.
Firm & Fold
Firm & Fold is one of Australia’s largest massage equipment providers, and offers 20% discount to all Blys Therapists on all products.
If you’d like to take advantage of this discount,
Contact our team with the details of the product(s) you want to order (the product links from Firm N Fold website works best),
Make the payment to Blys (with the 20% discount applied)
Once we receive your request, we’ll put the order in for you and get your order delivered to one of their warehouses for pick up. Alternatively, they can deliver directly to your address for an extra $24.
(For the avoidance of doubt, Blys does not make any money from this deal – as we simply use our bulk ordering power to get you a good deal.)
Car Next Door
Car in mechanic but you don’t want to miss out on bookings? Our friends at Car Next Door are offering $30 credit for you to try out their neighbour-to-neighbour car-sharing service.
It’s a simple, low-cost way to rent cars by the hour or day from real people in your neighbourhood – fully insured, with online booking and payment and automated key exchange.
To claim your $30 credit (which is enough to rent a car in your neighbourhood for a day), join for free at www.carnextdoor.com.au with the promo code GETBLYS30.
The credit needs to be used within 3 months of sign up. But a code is valid to use until 31/12/2018.
WipeHero
WipeHero is a mobile car-wash service. You make a booking online, and they come and wash your car (water-less) wherever you’re parked.
So if your car needs a wash, but you don’t have the time to go to a car-wash, try WipeHero.
As a valuable member of our therapist team, you get unlimited $10 off on all bookings. Simply go to wipehero.com.au and use code “blys” at checkout.
UrbanYou
UrbanYou is a home-cleaning service.
They’re a bit like Blys, but for home services. You make a booking online on urbanyou.com.au and they send one of their professional cleaners to your home.
Good idea if you want to have a break from the house chores.
As a valuable member of our therapist team, you get an exclusive $30 off on your first booking. (Use code “BLYS30” when booking)
Spacer
Spacer is a neighbour-to-neighbour storage sharing platform.
They’re a bit like AirBnB, but for storage. You go to spacer.com.au and can rent spare storage from another member in your area. Or if you have spare storage that you want to turn into some additional income, you can list it on the website.
As a valuable member of our therapist team, you get an exclusive $30 Coles voucher when you list your storage on their website. (Use code “BLYS30”)
Health & Wellness Partners
As a massage therapist, you always look after clients – but we want to make sure you look after yourself too! So, we partnered up with a selected list of health practitioners to offer you exclusive discounts.
To redeem these offers below, simply contact the practice and tell them you’re a Blys therapist.
| City | Name | Phone Number | Website | Offer |
| Sydney | Body Balance Physiotherapy | (02) 9399 3248 | bodybalancephysio.com.au | $85 regular treatment (10% off) |
| Sydney | Bend and Mend | (02) 9232 5566 | https://www.bendandmend.com.au/ | $99 initial consultation (25% Off) |
| Melbourne | Era Health | (03) 9944 6200 | www.erahealth.com.au/ | $80 initial consultation (20% off) |
| Brisbane | AXIS | (07) 3229 9441 | axisrehab.com.au | $100 initial consultation (10% off) |
| Adelaide | Willunga Physio | (08) 8556 4416 | http://willungaphysio.com.au | $99 initial consultation ($40 off) |
HOW ABOUT HEALTH FUNDS? I DON’T PROVIDE REBATES, IS THAT A PROBLEM?
No, it’s completely fine if you’re not registered as a provider for health funds. You can still accept bookings from Blys as long as the clients don’t require you to provide a receipt for health funds. Please read the booking details carefully before you accept.
I’VE ACCEPTED & COMPLETED A JOB THAT REQUIRED HEALTH FUND REBATE, BUT I DON’T HAVE IT. WHAT HAPPENS?
As per our terms (see License Agreement), once you accept a booking, you’re contractually required to provide the service as specified by the client in the booking.
In this scenario, you will have to cover for the gap amount that would otherwise be paid for by the client’s fund, so that the client is not out in a disadvantaged position because of your mistake.
To avoid this, we highly recommend you to read the job details carefully before you accept jobs and deliver your service.
I HAVE A THERAPIST FRIEND WHO MIGHT BE INTERESTED IN JOINING BLYS. WHAT SHALL I DO?
If you have a qualified therapist friend that might be interested in earning extra and working flexible hours, ask them to apply via our website. (https://getblys.com/uk/apply)
As a token of our appreciation, we offer you $50 Blys store credit for every therapist you refer to Blys, which gets added to your account when your friend completes 5 bookings on Blys. Simply ask your friend to enter your name when prompted during the application process.
RATINGS AND REVIEWS
HOW DOES THE RATING SYSTEM WORK?
From the moment the client requests a massage to the second you leave client location, maintaining a HIGH level of service is critical to client experience.
To maintain a high-level service quality, we collect feedback from our customers for the service they received from you (a rating from 1 to 5).
This rating & review system help us keep the service quality standard in Blys platform as high as possible. It also gives us and our therapists the opportunity to get immediate feedback from our customers – and ultimately improve our service over time based on that feedback.
The ratings are on a scale of 1 to 5 – where 5 indicates ‘amazing’, and 1 indicates ‘very poor’ experience.
In any case – customer feedback is EXTREMELY important for us and we monitor them very closely. We listen to all feedback carefully (good or bad) – and take them all on board and use that feedback to make Blys a better service for both our customers and therapists.
You can find your average rating and your reviews in the Account section in your therapist app or on our website.
WHAT HAPPENS IF THE CLIENT LEAVES A BAD RATING OR REVIEW?
It’s very rare that we receive a rating below 5 (our current average across all bookings is 4.9! – and we’d like to keep it like that).
If/when we receive a below-average rating and a negative review – we take a constructive approach and follow a certain process which we think provides the best outcome for all involved.
It’s important for us to form a more objective view – so we first get in touch with the therapist to get some details about the appointment.
Some of the questions we may ask are – how the appointment went, if they’ve observed any specific issue that may have resulted in customer giving a sub-par rating.
Then we reach out to the customer to better understand the reason for their rating, and address their issue/concern as best as we can.
Having one bad rating does not make us a poor service – or you an incompetent therapist. In fact, we truly believe every genuine feedback (particularly negative ones) is a blessing that helps us become better at what we do.
However, ultimately, your rating is your reputation on Blys. If you’re repeatedly receiving below-average ratings and poor reviews, this is the process we have in place to ensure we maintain service quality on Blys:
If a therapist receives;
1 below-average review = consult with therapist and work together to address the issue/concern
2 below-average reviews = go through the onboarding/induction process again, to ensure Blys & therapist are aligned in their understanding of what Blys is / does / and strives to be
3 below-average review = contract termination & removal from platform
In addition to this, our system prioritises therapists with better reputation on Blys platform. For example, say we received a job request from Clovelly. If we have 2 therapists available in Clovelly, one with an average rating of 4.9 and the other with 4.6, our system notifies the therapist with the better rating first. If the therapist with better rating does not accept the job within given time, the system then notifies the other therapist.
This system ensures therapists with better reputation are rewarded for their hard work and the quality of service they provide to Blys customers.
HOW DO I BECOME A 5-STAR RATED THERAPIST WITH BLYS?
Based on feedback we received from customers and top-rated therapists, we’ve put together a list of pro-tips that may help you always have a 5-star rating on Blys:
Customer Service
Clients give 5 star ratings to the therapists who:
Have a positive and calm attitude
Use good communication before the massage so that you know exactly what the client is looking for, and throughout the massage to make sure the pressure you’re using is appropriate
Maintain a clean and professional appearance; appropriate attire, neat hair/makeup
Arrive at least 10 minutes before the massage is meant to begin so you have time to set up and get started on time, and call or text clients to let them know in advance if running a few minutes late
Tap the “On Way” button in the therapist app, which sends the client an automated text that shows ETA
Maintain professionalism throughout the appointment and avoid talking too much during the massage ort asking questions that may be deemed too personal (e.g. what star signs they are, anything about politics.etc.)
Ask to wash their hands in another room before beginning the massage to a) provide a private moment for the client to change and b) so that they know you value cleanliness when touching their body
Make sure the client stays covered and warm throughout the entire massage
Never ask for a 5-star review or a tip, but focus instead on providing an excellent experience that makes them want to give you 5 stars
Go above and beyond to make the experience special, such as providing a choice of unscented or scented oil, or placing a cloth or a tissue with an essential oil on it in a place where they can smell it during the massage
Equipment Quality & Cleanness
Clients give higher ratings to therapists who:
Make sure the table is in good condition and sturdy
Have the towels or sheets always clean, smelling nice, and matching in colour
Have a speaker to make the music louder and clearer than simply playing from your phone
Have larger towels so the clients stay completely covered and provide a blanket in the winter so the clients do not feel cold during the massage
Cover the client’s eyes when they are lying supine to provide for ultimate relaxation
TRUST AND SAFETY
WHAT SAFETY PROCEDURES DOES BLYS HAVE IN PLACE?
The safety of our therapists is everything to us. That’s why we have a rigorous screening and monitoring process in place.
All Blys Massage clients must register a valid email, mobile number and credit card before they make a booking request.
Blys phone-screens all male clients who request female therapists, and takes them through a standard set of questions to ensure our service type, our terms and consequences of inappropriate questions (which includes reporting to authorities) are clearly understood.
We give therapists a check in/check out system in their therapist app so we know you’ve safely completed your appointment.
Blys Therapists can review Blys customers after each appointment. Any client that doesn’t comply with our service guidelines is removed from our platform immediately.
Our local Customer Service team is available 24/7, if you need any assistance or have questions. We’re one call or text away.
As a result of this approach, out of 1,000s of bookings completed to date, we haven’t had a single incident that’s been reported to us with regards to safety, which shows that these procedures we currently have in place are effective.
If you ever feel unsafe for whatever reason, or think the location is not suitable for you to provide your service, please know that you’re not obliged by Blys to stay and provide the service. You can and should simply leave. Your safety and peace of mind is the most important to us.
ACCOUNT AND PROFILE
HOW DO I UPDATE MY DETAILS?
You can update your details (including your bank account details for payments, qualifications, current insurance, and police check) from your Account on our website.
Simply log into your Blys Therapist account via our website https://getblys.com/uk/my-account (use same login details as your therapist app)
You can also update some (but not all) of your details from your therapist app.
ARE THERE TOOLS THAT I CAN USE TO MARKET MY PROFILE THROUGH BLYS?
Yes! Check out the Therapist Marketing Kit we prepared for you:
PAYMENTS, INSURANCE, AND TAX
HOW DO THE PAYMENTS WORK? HOW AND WHEN DO I GET PAID?
The payment made by the client is all inclusive and collected in full & upfront at the time of booking.
Unless otherwise stated, the standard service fee paid to the therapist includes travel, parking, professional massage table, fresh towels, massage oils, music and full body massage.
Blys adds $20 extra (per therapist) for hotel bookings to compensate for additional costs that are associated with hotel bookings. This extra fee is added to the total booking fee that the client pays.
Blys processes therapist payments every Tuesday.
Payments are made in lump sum as a single weekly transaction directly to your nominated bank account, and covers all bookings you have ‘completed’ in past week, from Monday to Sunday.
You get paid for bookings you have ‘completed’ in the app, so it’s very important that you tap ‘Complete’ immediately after each appointment.
You can see a list of your completed bookings & your weekly earnings in the ‘Earnings’ section of your therapist app:
If you have any questions about payments, please send them to our Payments Team on payments@getblys.com.au
CAN THE CLIENT LEAVE A TIP?
Tips are completely at the discretion of the clients.
We don’t (and don’t want our therapists to) ask for a tip, however – if a client wants to tip, they can do this in the form of cash payment directly to the therapist at the end of the treatment.
DO I DECLARE THE MONEY I MAKE THROUGH BLYS ON MY TAX RETURN?
Absolutely.
Blys is not dissimilar to a spa or a clinic in terms of your tax obligations, so you must declare the money you make through Blys to the relevant taxation office. (ATO in Australia)
On your taxes you should claim the entire amount of each job done; $99 for 60min massage. Then, you can claim the 25% fee that you pay to Blys as part of the Licensing Agreement to use our booking platform as a tax deductible business expense.
If you have any questions, please speak with your accountant or contact us on payments@getblys.com.au and we’ll do the best we can to help.
CAN A CLIENT PAY IN CASH?
No. Blys is a cashless business. Being cashless allows us to streamline our processes – which means, more time for us to build a better service!
Besides, online payments is a key component of our customer identification & therapist safety procedures. It allows us to verify the legitimacy of the customer as we verify their credit card details online.
If you’re at an appointment and a client wants to extend the appointment and offers you cash, you can simply use the ‘Extend’ button that’s in your therapist app:
CAN YOU PAY ME IN CASH?
Nope. See above – no cash kept on premises.
HOW DO I CREATE AN INVOICE?
No need to send any invoices.
As part of the service Blys provides to you, we will facilitate the payment made from the client to the therapist. Then, we send you your weekly total earnings minus Blys’ 25% license fee.
Hassle free!
WHAT TYPE OF INSURANCE DO I NEED?
You’ll need to have a Combined Malpractice, Public and Products Liability Insurance policy.
How much coverage do I need?
We recommend that you get $20,000,000 coverage, because some clients (especially corporate clients) request therapists to have at least that much coverage.
Where can I get an insurance from?
You can easily find a lot of insurance companies online. This one seems to be the most popular amongst our therapists:
https://business-insurance.aon.com.au/Professions/Health-Professionals/Massage-Therapists.aspx
As part of the License Agreement, you agree to be responsible for keeping your insurance policy up to date, and must be able provide a current copy if asked for by Blys.
You can find more about this in the License Agreement
CHANGES AND CANCELLATIONS
I’VE ACCEPTED A JOB, BUT I CAN’T MAKE IT ANYMORE. WHAT DO I DO?
When you accept a booking request, you’re contractually obliged to provide the service to the client.
Failing to do so may result in cancellations fee as well as suspension of your account – so we strongly advise you to read the details of the booking request thoroughly before you accept.
If you can’t make it to your scheduled appointment for whatever reason, you can ‘Abandon’ the booking from your therapist app.
Please note, in order to maintain the customer service excellence Blys is known for, Blys has a Cancellation Policy for Therapists, which consists of:
Cancellation Fee
If you cancel a job between 24 hours & 4 hours prior to the scheduled massage time, Blys applies a cancellation fee of 50% of the total Platform Fee (Blys’s fee). This cancellation fee gets deducted from your next weekly Service Fee (Therapist’s fee) payment.
If you cancel a job less than 4 hours prior to the scheduled massage time, or in event of a therapist no-show, Blys applies a cancellation fee of 100% of the total Platform Fee (Blys’s fee). This cancellation fee gets deducted from your next weekly Service Fee (Therapist’s fee) payment.
3-Strike Rule
If a therapist cancels 3-times within the same month, her/his account is suspended for 3 months.
WHAT IS THE BLYS CANCELLATION AND RESCHEDULING POLICY FOR CLIENTS?
We understand that plans can change, so if clients need to cancel or amend their appointment, they can do so within 1-hour after placing their booking request, or up to 24 hours before their massage is scheduled to begin with no penalty.
For any cancellation or rescheduling that takes place between 24 hours & 4 hours prior to the scheduled massage time, we charge the client 50% of the total booking fee.
For any cancellation or rescheduling that takes place less than 4 hours prior to the scheduled massage time, we charge the client 100% of the total booking fee.
As explained above, if the client is running late to a scheduled appointment, we allow 20 minutes for their arrival. If they still haven’t shown up after 20min, we consider the booking as a no-show and apply the 100% cancellation fee.
If they do show up within 20mins but late, you can start but let the client know you may still need to finish at the planned time if you have another commitment or client after that booking.
Therapists receive 75% of the cancellation fee applied, as per our standard rates. (e.g. if it’s a 90min booking that got cancelled 2 hours before booking start time, you will still receive the usual $104.25)
We put this cancellation and rescheduling policy in place to protect our therapists, as they lose income when cancellations or amendments to booking schedules occur, and need to receive compensation for time they have set aside for you.
IF I CAN’T MAKE IT TO THE MASSAGE, CAN I JUST FIND ANOTHER THERAPIST TO DO IT FOR ME?
As stated in the License Agreement:
“The Therapist must not sub-licence any of its rights under this Agreement without the prior written consent of Blys.”
If you can’t make it to the massage that you accepted, simply “Abandon” the job to allow for another one of our approved therapists to take the booking from the platform.
