Client Help Center

Option 1: If you know exactly the type of modality (eg acupuncture or reiki) you’d like to book, you can type in the name of the modality in the “What” section of the search bar, then you can also specify the location (in the “Where” section) and if you prefer to have a session in person or online (in the “How” section).

Once you get to the Search Results, you can leverage our additional filters to help refine your searches even further by selecting availability, Ratings & Language Spoken.

Option 2: If you’re unsure as to what type of modality would be good for you, you can instead search by condition (eg. anxiety) by typing your area of concern in the “Why” section of the search bar. You can also explore our Learning Hub to learn more about the different holistic modalities and their benefits and how they apply to different health concerns.

Option 3: If you are a returning client, you may also head directly to your wish lists and book a practitioner that you have already saved.

The best way to find out more about practitioners is to view their profiles on BHH. You can click on any practitioner’s name or profile photo in order to view their full profile. Practitioner profiles include information about the practitioner’s background, credentials, and specialities and also list their available sessions.

If you find a practitioner that you like, you can save their profile to your wishlist by clicking or tapping the heart 🖤.

You’ll have the option to create and name a new wishlist or add it to an existing wishlist.

Our booking tool is fast and simple to use. Once you’ve found a practitioner and session you’d like to book, simply click on “Book Session” and follow the step-by-step process to select the session type, date and time for your session, complete booking payment on our secure payment platform… and that’s it!

Once done, both you and the practitioner will receive a confirmation email.

From here, you attend your appointment, have an amazing experience, and look forward to booking your next session with BHH.

As our community is based on trust and maintaining the highest standards of practitioners for our customers, as well as supporting local businesses, we would be so very grateful if you could complete a review of your experience post-session. You will be sent a friendly reminder to complete it.

Once logged in, head to your dashboard, then navigate to the “Edit your profile” button, where you can upload a new profile photo from your computer.

If you are having trouble remembering your password, please select the ‘Forgot Password’ link below the log-in fields to reset your password.

Once logged in, head to your dashboard, there under your profile photo, you will find two icons, one for messages & one for notifications. Click on the notification icon to access them.

You can find your messages by clicking the mail icon below your profile photo in your dashboard when you are logged in. You will be taken to your inbox, where you can message practitioners with whom you have already requested or booked a session with.

Once logged in, navigate to your dashboard by clicking your profile photo in the top right corner of your screen. From there, you will see your “Upcoming bookings” and can see the status of each by looking at the top section of the booking tile:

• “Confirmed” booking will be in green and titled “Confirmed”
• “On request” bookings will be in brown and titled “Pending confirmation”

Alternatively, you can click on the button ‘Manage your bookings’ and find the booking you would like to check the status of. This is where you can use our sorting and filtering options to view upcoming and past bookings. If your session says “Pending confirmation”, it will still need to be accepted by the practitioner. If it is “Confirmed”, you are good to go! If it is “Rescheduling”, it means your rescheduling request has been sent but not confirmed by the practitioner.

Once logged in, navigate to your dashboard by clicking your profile photo in the top right corner of your screen. From there, you can see your “Upcoming bookings” which includes a chat button.

Alternatively, you can click on the button ‘Manage your 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 Helen Smith’. 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.

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.

BHH offers practitioners the option for 2 session types:

• In-person Session: This means you as the client go to the practitioner’s studio or home office for your session.
• Online Session: This type of session happens over the phone or the internet. Different practitioners have different methods of contact for virtual sessions.

You can find a session based on the type of location by selecting the ‘Session Type’ filter button and selecting the type of session 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 account and navigate to your dashboard by clicking your profile photo in the top right corner of your screen. From there, click on the button ‘Manage your bookings’ 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.

You will receive your practitioner’s phone number and address, but not their email. You can message them via your dashboard at any time after booking. Just find your booking and click the “Chat …” button!

Our review system invites you to leave a review and provide stars rating after you have had a session with your chosen practitioner. You have 14 days after you complete your session to do so. During the review process, you will be asked to rate the practitioner across a number of areas; such as communication & engagement, expertise and overall experience. Once submitted and based on the score rating of each category, the practitioner will receive an overall star rating from 1 to 5 and the review will be visible under their profile. The practitioner will also be able to respond publicly to the review.

Bodhi Holistic Hub reserves the right to remove or alter a review or response which does not comply with our Review Policy.

Once you have had your session with the practitioner you will receive an invite via email to complete and submit a review. The review process is only possible for bookings made via the platform and once the session has been completed. You can also navigate to your ‘Dashboard’, then “Manage your bookings” and under ‘Completed Sessions’ select the button ‘Leave a review’.

At Bodhi Holistic Hub, trust is the most important value that we hold and promote through our platform. When the opportunity comes to complete and submit a review for a practitioner after your session, we ask that the information you provide is reflective of your experience, honest, and useful for potential clients who are also searching for a similar service. Reviews can be an invaluable tool for our practitioners, so they can continue to excel or improve upon their offerings. Finally, they allow us to continue to monitor and ensure that we host only the best, most loved and trusted practitioners.

By posting a review on a practitioner's profile under Bodhi Holistic Hub’s platform, you agree to abide by our review policy. We reserve the right to remove any content or full reviews which violate our policies; our Terms and/or Community Standards.

A well-thought-out review will:

• Summarise their personal experience and detail useful and constructive feedback
• Provide context on a few elements, such as communication and engagement, practitioners' expertise & professionalism, and the overall level of service received.
• Be honest and specific.
• Do not overstate the effectiveness of their treatment in alleviating a specific ailment or medical condition.
• Keep it civil, unbiased and friendly .

Under the review process, you will be asked questions about the key elements of the service provided. Reflecting on and commenting about your experience of these elements can help shape your feedback. These will include;

Communication and Engagement - Was the practitioner friendly and welcoming, did he/she communicate clearly, and make you feel at ease? Did you feel seen and heard by your practitioner within your session?

Practitioner Expertise - Did the practitioner have a great level of expertise and demonstrate this through their skillset, knowledge and service provided during the session? Did they address your needs and tailor or provide a specific plan or guidance for your ongoing journey?

Practitioner Space (for in-person sessions only) - ambience, look and feel - Was the space clean, inviting and comfortable, and offer a sense of safety, peace and tranquillity through the look, feel, scent and sound?

Your Overall Experience - Would you return to this practitioner and would you recommend them to others?

Review monitoring

Bodhi Holistic Hub team has the right to remove reviews if they display content that is either abusive, untrue, defamatory or breaches any of the Bodhi policies. Both reviews and users will be removed from the platform if there is any evidence of illegitimate behaviour with an intent to cause harm or damage a practitioner's reputation. Practitioners' responses will also be closely monitored.

You consent to Bodhi Holistic Hub editing your review for spelling & grammar purposes, to remove any references to medical aspects and any other changes to keep in alignment with Bodhi Holistic Hub guidelines, terms and policies. Please note we will never edit a review to mislead or be deceptive to the reviewer, practitioner or our community.

Once you post a review, you consent to Bodhi Holistic Hub or a practitioner using such review in other materials, including making copies or republishing it.

Review disputes

Once submitted by the client, the review will be public, and the practitioner will have the chance to leave a public response. At this point, the practitioner may raise a dispute.

This does not mean Bodhi Holistic Hub would not share reviews that may reflect a poor client experience. However, the review must meet our Review Policy, Community Standards and Content Policy.

If there is a dispute, the Bodhi team will investigate and assess all details provided to ensure there are no breaches in our review and respective policies.

Testimonials

The Health Practitioner Regulation National Law in Australia does not allow the use of testimonials to advertise regulated health services or a business that provides a regulated health service. The reason for this is that a testimonial could create an unreasonable expectation of beneficial treatment; could encourage the unnecessary use of a health service, and/or could be false, misleading or deceptive or likely to be misleading or deceptive.

According to the Australian Health AHPRA guidelines, testimonials are defined as recommendations or positive statements about the clinical aspects, eg. patient stories, patient experiences or success stories. We do not allow testimonials according to this definition, and will not approve any review with reference to any clinical aspects.

For this reason, if your service offering is one of the regulated health services, and the review includes any clinical aspects, these will be removed in part or in whole.

If there is a reason, you should immediately contact law enforcement authorities by calling 000 and alert us by sending a message to hello@bodhiholistichub.com. If appropriate, we will alert the practitioner credentialing boards and will remove the practitioner from our platform.

Stripe powers our payment system, an encrypted and safe payment gateway. Most major credit cards are accepted, and you can also directly connect your bank account to make payments.

No, you will not be charged a booking fee for using our platform. The only time you may incur a small cost is if you cancel your appointment (please refer to our cancellation and refund policy for more detail).

When making a booking, you will be asked to input your credit or debit card details. Once you have made your payment, the booking is confirmed (unless it requires approval from the practitioner first which will be clearly outlined) with the practitioner and you will receive a confirmation via email.

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.

No. All payments for sessions via Bodhi Holistic Hub must be processed when making your booking or booking request. If a practitioner solicits money off of the platform, please let us know by emailing hello@bodhiholistichub.com

When you make a booking through the Bodhi 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 or booking request is made. If a practitioner solicits money off of the platform, please let us know by emailing hello@bodhiholistichub.com

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 cancellation 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 changes well in advance of the session.

When you pay and speak to practitioners through BHH, you are protected under our Terms, Cancellation and refund policies, and other safeguards. BHH makes it easy to find and reference information about your upcoming session including your practitioner's information, your session timing and information, session check-in details and other useful information. If you book and pay outside of BHH, we can’t provide these benefits.

Our policy is that you can change or cancel a reservation up to 24 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!

Customers are required to cancel their booking 24 hours before the appointment starts time in order to receive a full refund minus a small processing fee (1.75% + $0.30 for domestic cards and 2.9% + $0.30 for international cards).

A customer who cancels their booking less than 24 hours before the start time will not receive a refund.

If a cancellation is made by a practitioner, the customer will receive a full refund.

Once logged in, navigate to your dashboard by clicking your profile photo in the top right corner of your screen. From there, click on the button labelled ‘Bookings’ and find the confirmed booking that you would like to reschedule. Simply click “Reschedule Booking’ and follow the subsequent instructions.

Both parties will be notified of the rescheduling by email, with the reason for the change.

If the practitioner declines the booking, the appointment will be maintained to the original date.

Once logged in, navigate to your dashboard by clicking your profile photo in the top right corner of your screen. From there, click on the button labelled ‘Bookings’ and find the confirmed booking that you would like to cancel. Simply click ‘Cancel Booking’ and follow the subsequent instructions.

Both parties will be notified of the cancellation by email, with the reason for the change. Depending on the time that a change is made and who initiates it, will influence the type of refund received.

If a cancellation is done 24 hours or more beforehand, then a full refund will be provided minus the processing fee. If it happens after 24 hours, there is no refund provided.

If you wish to cancel your scheduled treatment, you need to do so at least 24 hours before the treatment starts time in order to receive a full refund minus a small processing fee (1.75% + $0.30 for domestic cards and 2.9% + $0.30 for international cards). This is because we use a third party to process our payments and no funds are held on our platform.

If you cancel your booking less than 24 hours before your treatment start time, you will not receive a refund.

If the cancellation was made by the practitioner, you will receive a full refund.

For each practitioner on BHH, a member of our team has done an extensive review including background checks and session tests. Our key priority is to ensure that we only have the most loved, trusted, gifted and of course; passionate practitioners in their specialist holistic modalities on our platform who can confidently represent your individual needs and support you on your path.

We have created a unique qualification process for practitioners to become endorsed providers on our site.

To ensure transparency with our clients, we encourage you to read our detailed Practitioners vetting process to learn more.

We take 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 document checks is an extra layer of credibility to help you choose the right practitioner for you and your needs.

Referrals are a great way for practitioners who do not have any reviews yet on our platform to gain trust with potential new clients. You can only submit a referral from the link sent to your email for that practitioner, as it is not linked to your client account. You can request that the practitioner send you another invite from their portal or send an email to help@bodhiholistichub.com asking for assistance.

Wishlists are a way for you to save practitioners you like and share them with your friends and family members. You, as a client, can find and book practitioners through wishlists curated by others too including practitioners themselves.

In your client dashboard, navigate to the section called “Your Wishlists”. There you will see your existing wishlist, to create a new one, click on “Edit wishboard” and new “Create new wishlist”. To edit a wishlist, simply click on the Edit Icon.

All credit card and bank information are 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.

For internal use and betterment of our 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 Bodhi Holistic Hub. We may from time to time send you offers from partner 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.