Trust, Safety & Insurance

Does EsMe have requirements for the providers in the EsMe network?

Professionals in the EsMe network are vetted and verified. After you book, you receive a confirmation with your Providers name so you know exactly who you’re seeing.

 

If I would prefer not to work with a specific Professional for any reason, can I prevent that person from being assigned to my session?

Yes. You have the choice to choose your Professional, you can see who is in your geographic area, their interests and talk with them through the app to you understand each other. After you have seen a provider for the first time, you will be asked in the app and by email to rate them. You will be able to give a rating of 1 to 5 stars (with 5 best). If you wish to communicate a serious concern, please rate that therapist 1, 2, or 3 stars and contact Customer Service through the app.

 

What should I do if I would like to report an experience with a specific Provider?

We encourage our clients to make us aware of any issues or concerns. You may do so by contacting Customer Service either by email or messaging from the EsMe app. They will escalate your issue to our Trust & Safety team, who will contact you by phone, thoroughly review any matter you raise, and take all appropriate action. Your name and the content of your concern will not be shared with your provider.

 

Who is EsMe’s Trust & Safety Team?

Our Trust & Safety team is an expert group of professionals, including former security professionals, focused on ensuring we have best-in-class security practices to address all matters of trust and safety. Their work also includes quickly addressing any safety or security concerns expressed by our clients or the Dommes in our network.

 

How can I reach the Trust & Safety team?

To contact the Trust & Safety Team, please contact Customer Service either by email or by messaging from the EsMe app. Someone on the team will immediately escalate your issue to Trust & Safety, who will call you to discuss the matter further.

 

What does EsMe do to ensure the safest and most secure experience for providers in its network?

EsMe requires all customers to verify their identity using a mix of technologies, including mobile phone verification and ID review . We utilize ID and mobile phone verification, but most importantly, feedback from the Professionals in our network to determine if a client should be blocked from our platform. We strongly encourage the Professionals in our network to report any concerns they may have to customer service who will address concerns or escalate the matter to our Trust and Safety team when necessary. Our Trust & Safety team is an expert group of professionals, including former security professionals, focused on ensuring we have best-in-class security practices to address all matters of trust and safety. They rapidly address safety or security concerns expressed by our clients or the therapists in our network.

 

What can I do If I would prefer not to work with a specific client for any reason?

Professionals in the EsMe network may decline appointments at any time, including choosing to end a session once it has started. Professionals are strongly encouraged to reach out if they have any concerns about an EsMe client or their environment upon arrival. Once an appointment is completed, Providers are asked to rate a client with 1 to 5 stars. If a concern rises to the level of safety, the Professional is strongly encouraged to report the client to our Trust & Safety team by contacting Customer Service either by emailing or by messaging from the EsMe app.

 

Are EsMe customers background-checked?

As at any regular session, EsMe does not conduct background checks of or perform Google searches on clients. Clients are ID-verified through a variety of software tools and databases, including mobile phone, credit card, email, and document verification.

 

Who is EsMe’s Trust & Safety Team?

Our Trust & Safety team is an expert group of professionals, including former security professionals, focused on ensuring we have best-in-class security practices to address all matters of trust and safety. Their work also includes quickly addressing any safety or security concerns expressed by our clients or the therapists in our network.

 

How can I reach the Trust & Safety team?

To contact the Trust & Safety Team, please contact Customer Service either by email or by messaging from the EsMe app. Someone on the team will immediately escalate your issue to Trust & Safety, who will call you to discuss the matter further.