FAQ Section
Keia is your one stop platform for wellness services, from acupuncture to yoga. Browse, book and manage appointments from the comfort of your mobile, tablet or laptop/desktop.
After your appointment, leave a review if you wish to help others learn from your experience / give the professional the recognition they deserve.
In a word, yes! Wellness is as much about curing illnesses and ailments as it is about improving an already healthy mind or body - whatever your age, occupation or location, its potential to improve your quality of life cannot be overstated.
A professional is someone registered to provide services on Keia. This means they have undergone basic identity and location checks. Their Keia review score reflects how satisfied other customers are with them.
Keia is available anywhere you have access to the internet. Keia will be optimised for the device you're using; at home with the laptop or on the move with your mobile.
Verified professionals have a green tick by their name on their profile and in search results.
This shows they have passed additional checks including a criminal records check (we do not verify anyone with a history of violent, sex or hate crimes), and confirmation of professional qualifications and insurance (where relevant).
There are several dozen Wellness Areas, from acupuncture through to beauty treatments, relationship counselling to hypnotherapy.
This list is growing all the time as the world of wellness expands and Keia grows with it.
These indicate how each professional is prepared to accept appointments:
- by video call (you only pay for the data usage of your device, we recommend WiFi wherever possible)
- by the professional visiting your home
- or by an onsite appointment (also called clinic or salon)
You can filter search results and availability calendars by Video / Mobile / Onsite.
Mobile visits and onsite visits are as discreet as you and the professional wish them to be - please speak with them before the appointment if you have any particular privacy concerns.
Video calls are entirely between you and the professional. They are encrypted with SSL technology, the same protocol used to securely transmit credit card numbers, social security numbers, and login credentials.
Keia does not monitor or record video calls so you can have every confidence that your video appointment remains private between you and your professional.
Every professional is free to charge whatever they believe to be fair for their services.
The Keia search engine makes it easy to compare prices and ratings to find the right professional for your needs.
Keia’s payment process is certified to PCI Service Provider Level 1.
This is the most stringent level of certification available, meeting security standards set by the PCI Security Standards Council (PCISSC), which includes Visa, MasterCard, American Express, Discover and JCB International.
- Each profile will have an availability calendar
- Find a slot for the type and time of appointment that’s good for you
- Tap on ‘secure booking’ (payment is required in order to complete the booking).
It couldn’t be easier!
You will receive an email confirmation of your booking too, as well as SMS reminders the day before.
If your appointment is more than a week away, you'll also get an SMS reminder the week before.
You'll be able to paste or type any referral code you've been given on the 'Your order summary' page (look out for the box under Promotions).
If it's valid, the code will be applied and the amount discounted from the final amount you have to pay.
In My Account, click through to ACCOUNT BALANCE.
Here you'll see a recommend a friend link in blue.
You can earn extra cash by inviting friends, colleagues and people from your wellness network to Keia. You'll get paid £10 for every successful referral.
What's more, there's no limit on how many referrals you make, so 10 people = £100 for you.
Appointments are easily rearranged or cancelled in the UPCOMING APPOINTMENTS section of My Account.
Please note: if you cancel within 24 hours of your appointment, you will not be entitled to a refund, as the practitioner has committed to that time for you. This includes ‘no shows’.
We’d be very sorry to hear that. In the first instance, we recommend you contact them directly to try and resolve it, or to give them feedback. You can do this using the MESSAGES function.
If you’re unable to get resolution then:
- Go to the APPOINTMENT HISTORY section of My Account.
- Select the appointment you wish to make a complaint about
- A contact form will ask you to provide details.
- We promise to respond to all complaints within 48 hours.
We understand that plans change or sometimes life gets in the way. You can cancel your appointment and get a refund at any time up to 48 hours before your booking time.
If there is between 24 and 48 hours notice before your booking time, you will be entitled to a 50% refund.
If you cancel with less than 24 hours notice, you won’t be able to get a refund as the practitioner has committed to that time for you.
Please see the Terms for further details.
Five minutes before your video call appointment is due to start, you’ll get a popup on-screen asking if you wish to call the practitioner.
The call itself is free - you only pay for data usage by your device (we recommend WiFi wherever possible).
Alternatively, the practitioner can call you at any time, and most will at exactly the start time of the appointment. The call will use your camera, tablet or computer camera (usually found centred above the main screen).
Keia can be accessed by mobile, tablet, laptop or desktop, on all major operating systems including Windows, Mac OS, Android and iOS.
Just choose your favorite browser supported by Keia and you are ready to go. Modern browsers are safer, faster, more reliable, and will provide you with a better experience when using Keia.
More information can be found in our Browser Support policy, which you can access via the footer or the triple stripe menu at the top of the screen.
Apple laptops and iMacs are compatible including through Safari browser.
Unfortunately, iOS (iPhones and iPads) does not support video calling through web apps - as soon as this changes, we’ll update our system and let you know…
Desktop PC
- Microsoft Edge v42+
- Google Chrome v66+
- Mozilla Firefox v60+
- Opera v18
Android
- Google Chrome v66+
- Mozilla Firefox v60+
- Opera Mobile v52+
- Chrome OS
- Firefox OS
- Blackberry 10
Please let us know via CONTACT US which can be found in the left-hand drop down menu or along the bottom of the screen. We’ll be sorry to see you go, but thanks for visiting in the first place!
Please go to ACCOUNT SETTINGS at the bottom of My Account profile page.
It’s free to register as a Keia professional, and there is no commitment or exit charges.
Please select the ‘BECOME A PARTNER’ link at the top of this page.
Please use the CONTACT US form which can be found in the left-hand drop down menu or along the bottom of the screen.
That would be an excellent idea!
It’s free to register too, there's no commitment (leave at any time), and no exit charges.
Please click on the 'BECOME A PARTNER' link at the top of this page - we look forward to having you on board.
There is no sign-up fee, no exit fee, no commitment - just the freedom to move when you want, as many times as you want, to whichever of our market leading packages works best for you.
Please contact Customer Success who will guide you through the option most suited to you.
At the end of each week your bank account is credited with your total earnings from the previous 7 days. This includes any referral fees earned, plus your mileage charge for any Mobile Visits, minus any other fees you may owe to us.
Keia offers industry leading specifications designed to help run any wellness business, through your mobile phone, tablet or laptop/desktop.
Once the free registration process is complete, your profile will be seen by potential clients browsing any of of the dozens of wellness areas from acupuncture to yoga
When you first log in you are taken straight to the Diary. From there, the sidebar menu on the left contains the essential parts for running your business profile - pricelist, messages, invoices and reports etc.
If you ever get a bit stuck, go to the 'Help Centre' (dropdown in the top right of the screen).
There are no signup fees, no commitment, and no exit fee.
In your Profile Manager, or in the top right-hand corner of your screen, you'll see a REFER A FRIEND link.
You can earn extra cash by inviting friends, colleagues and people from your wellness network to Keia. You're paid £10 for every successful referral and there's no limit on how many referrals you make.
You have two options. The first is to REFER A FRIEND by either sending an email, a Facebook link or posting on your Twitter page. This invite will contain a unique code which your friend should use when making their first appointment. They'll get a £5 discount off their first booking, and once it's complete you'll get £10 paid directly to your bank account*.
You also have the choice to REFER A PROFESSIONAL, someone who you think would like to use Keia for their wellness business. Here it works a little differently: Again, you can send an email, create a Facebook or Twitter link.
- Keia will pay you £10 when they are accepted for a Subscription Plan.
- For the avoidance of doubt, they must have completed their signup and payment received by us for their first month's subscription in order for us to pay you the referral fee.
*Any money earned through referrals will be itemised on your weekly payment run and paid directly into your bank account.
You can set a mileage charge for Mobile Visits which is calculated and added to the client’s fee based on their distance from your business address.
Getting verified means you'll stand out in listings.
The green tick shows that we've checked your official documents, e.g. insurance, qualifications or membership of a PSA recognised body. Potential clients will look for that tick as it gives them extra peace of mind.
Please select 'Verify your account' within PROFILE MANAGER and one of our Customer Success team will be in touch to take you through the process.
You set your own prices and discounts on Keia so it may help to find out what other practitioners in your area are offering. Taking care to describe your services in detail, making sure you highlight all the benefits and why people should choose you will also really help.
The Keia blog is a great place to raise your profile too. Although not strictly for direct selling, we welcome expert views on the latest industry trends and developments. Our readers will love to hear about case studies and top tips too. You're very welcome to send your writings and musings to [email protected]
Each month we feature a practitioner who has caught our eye in our 'Spotlight' feature and this is shared widely on social media.
And finally if you are social, give us a follow and we can re-tweet and share any content to a wider audience.
We know you're keen to get started, but it's usually because it's waiting to be approved by our Partner Support team.
Profiles are usually approved within 2-3 business days, but sometimes when we're really busy, this may take longer.
You may also want to go to 'Manage Team' in your sidebar menu, and make sure you've checked 'Active' for each employee you wish to show in search results.
If you're concerned for any reason, then please get in touch using Contact Us and we'll be happy to help.
Five minutes before a video call appointment is due to start, you'll see a popup asking if you'd like to start the call. The call itself is free - you only pay for data usage by your device (so we recommend WiFi wherever possible).
Alternatively, you can call the client at any time by going to their appointment in your Diary.
During the call, the client may request an extension of the appointment. You don't have to accept it but if you do, the fee for the extension is automatically debited from the client - so you can carry on in the knowledge your time has been paid for.
Apple laptops and iMacs are compatible including through Safari browser.
Unfortunately, iOS (iPhones and iPads) does not support video calling through web apps - as soon as this changes, we’ll update our system and let you know…
Desktop PC
- Microsoft Edge v12
- Google Chrome v28
- Mozilla Firefox v22
- Opera v18
Android
- Google Chrome v28
- Mozilla Firefox v24
- Opera Mobile v12
- Chrome OS
- Firefox OS
- Blackberry 10
It works like this:
More than just a matching service for clients and practitioners, Keia is a place for informed and constructive discussion within the Wellness community for the benefit of everyone - and of course, your business profile is raised every time your opinion is heard.
We're always on the look out for writers - budding or otherwise. If you've got something to say, and the credentials to back it up, we'd love to hear from you. Please get in touch via the Contact Us form or email [email protected]
Please let us know via Contact Us, giving your profile name on Keia as well as the email address you registered with.
We’d be very sorry to see you go, but thanks for visiting in the first place!
Please use the Contact Us form which can be found in the left hand drop down menu, or along the bottom of the screen.
Professional Portal