i-thriv – FAQ Guide

Booking & Scheduling

• What are your service hours?
  Daily from 8:00 AM – 8:00 PM.

• How do I book?
  Book online at i-thriv.com.
  (Mobile app coming soon for faster booking!)

• How much notice is required?

  • Individual sessions: 4–6 hours

  • Spa Parties & Corporate: 48–72 hours

• Can I book same-day?
  Yes, if a provider is available in your area.

Payments & Memberships

• Do you charge booking fees?
  No — i-thriv does not charge booking fees or add hidden tips. Prices include travel, booking, and maintenance (add-ons are extra).

• What payment methods do you accept?
  Credit/Debit, Afterpay, HSA/FSA, and i-thriv eGift cards.

• Do you offer memberships?
  Yes! Join our Elite Wellness Membership for discounted monthly sessions, seasonal offers, and priority scheduling.

Cancellations & Refunds

• Individual Sessions:

  • Same-day: Full charge applies

  • <24 hours: Cancellation applies

  • 24 hours: Free to reschedule

• Group Events (Spa Parties & Corporate):

  • 72+ hours’ notice: No penalty

  • <24 hours: 50% of the total price will be charged

  • Same-day: 100% charge applies

• Refunds:
  All sales are final. For emergencies, please email info@i-thriv.com.

Late Policy

• Providers usually arrive 10–15 minutes early to set up or right at the scheduled start time.

• A provider is considered late if they have not arrived within 15 minutes after your scheduled start time.

If your provider is late:

• You may:

  • Wait — they will either give you your full session time, or shorten if another appointment follows (minimum guarantee: 50% of booked time).

  • Cancel and receive a full refund.

• Report late arrivals by emailing info@i-thriv.com with subject line “Late” and include: your name, phone number, location, and provider’s name (if known).

If the client is late:

• Providers will wait up to 15 minutes and attempt contact.

• If no response, the session is canceled and the full service fee applies.

• If the client arrives late:

  • The provider may still give the full session time, or

  • The session may be shortened if another booking follows (minimum guarantee: 50% of booked time).

Preparing for Your Session

To ensure a safe, smooth, and professional experience, please review these guidelines:

• Correct Information: You are responsible for providing the correct service address and a working cell phone number at the time of booking. Double-check your date and time before confirming.

• Appointment Reminders: Opt in for reminders to avoid missed sessions.

• Booking for Someone Else: If booking on behalf of another person, note this during booking and include their name and contact info in the notes.

• Same-Day Dropouts: If anyone in your group cancels or drops out the same day, the full charge applies. Another guest may take their place or minutes may be divided among the group.

• Space: Provide a clean, quiet space (at least 120 sq. ft.) for setup.

• Parking: Driveway or directly in front of the home is required. Providers will not park down the street.

• Hotel Parking: Must be pre-arranged and validated by the client. Providers will not pay hotel parking fees.

• Stairs & Safety: Carrying massage/skincare equipment upstairs is a safety risk.

  • If there are more than 5 steps, clients must arrange a safe plan or provide a ground-floor location.

  • If you request setup upstairs, you accept full responsibility. i-thriv is not liable for accidents, injuries, or property damage (walls, railings, etc.).

  • Providers may not ask clients to carry or move their equipment or supplies.

• Outdoor Sessions: Must include shade and an indoor backup in case of weather.

• Draping: Professional draping is required at all times — no nudity.

• Massage Table Limits: Standard massage tables support up to 350 lbs.

• Allergies: Notify your provider in advance (e.g., oils, lotions, linens).

• Pets: Must be kept out of the treatment space.

• Children: Must be supervised by another adult.

• Distractions: Keep TVs, music, and background noise low.

Profile Pictures & Safety

• Why do I need a profile picture on the app?
  Profile photos are required for both clients and providers.

  • Ensures providers know who they’re meeting, and clients know who is coming.

  • This is for safety reasons only — not for profiling.

Services & Areas

• What services do you offer?

  • Massage: Swedish, Deep Tissue, Prenatal, Couples, Groups

  • Wellness: Vibroacoustic Therapy (VAT) + BrainTap®, Facials, Yoga, Sound Bath

  • Add-ons: Aromatherapy, Hot Stones, Cupping, Foot Scrub

• Where do you serve?

  • Counties: Inland Empire, Orange County, San Diego

  • Core Cities: Temecula, Corona, Irvine, Laguna Beach, Newport Beach, Palm Springs

  • Expanding soon across California

Health & Safety

• All providers are licensed, insured, and vetted.

• Fresh linens and sanitized equipment used at every session.

• Please reschedule if you or anyone in your home is sick.

• i-thriv enforces a zero-tolerance policy for misconduct.