FAQ

We have provided answers to our most frequently asked questions in the FAQ. For further questions, please contact us at hello@wewell.com

For Customers

How do I get reimbursed by my insurance company after my treatment session?

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After your session is completed your medical receipt will be sent to your Email. You can download or print your receipt and submit it to your insurer for reimbursement.

What forms of payment do you accept?

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When you book your initial appointment, your credit card information will be entered into our secure platform. This credit card will be billed when you book your appointment. WeWell does not store your credit card information. We utilize a third-party payment processing company called Wave to safely process the transaction.

How much does one treatment cost?

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You can find practitioners for any budget. Our practitioners set their own price. This means you get a variety of prices to choose from, with prices ranging from $90 to $150 per 50 minute session, and an average of $120 per treatment. Prices include all taxes and fees. Check out our full pricing page.

How do I book an appointment?

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To book an appointment during our Beta Phase, simply input your information, address, practitioner type and your treatment time on our online form and we will match you with a practitioner.

How far in advance can I book my treatments?

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Book as far ahead or as early as the practitioner make themselves available. You can book with the practitioner of your choosing as far in advance as they have set their availability. Each practitioner  independently sets their own schedule and WeWell has no control over their hours of availability.

If you are trying to book a practitioner but don't see availability for them, let us know when you were hoping to book and we will manually notify the practitioner.

Are there any additional fees or taxes?

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There are no additional fees or taxes. The price you see on the website is the price you will pay. There are no hidden sign up fees or admission fees. If applicable, taxes are included in the displayed price.

Do you provide direct billing for ICBC or WCB?

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No. At this time WeWell does not direct bill any of these payers.

What can I expect for my first appointment?

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Your first visit will consist of an assessment of your area of concern. Depending on your condition and treatment type, some assessments may include a health history followed by a physical examination. After your practitioner has a complete understanding of your problem they will create a treatment plan with you.

You should be dressed appropriately for a physical examination of your injury.

What do I do if I have to cancel an appointment?

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Simply call or give us an email and your appointment will be cancelled. You will also receive an email confirmation that the appointment has been cancelled. Due to commitments made to our practitioners, please note that we require 24 hours of notice for cancellations. If an appointment is cancelled with less than 24 hours of notice you will be charged a cancellation fee equal to the full price of the appointment.

What makes WeWell different than other integrative clinics in my area?

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WeWell's practitioners provide undivided focus, personalized care and flexibility in the privacy, comfort and convenience of your own home. Our services are designed with your busy schedule in mind. You choose the time and location, and your practitioner will visit you at your convenience. Our services are available 7 days a week, 8 am to 10 pm. We understand that when it comes to healthcare, it is the little things that count and that is why our practitioners have a shared vision to bring care back into healthcare.

What happens at my appointments?

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Our practitioners are highly educated health professionals who are specially trained to assess clients for injury, stress, orthopaedic, neurological, internal and structural conditions, develop a treatment plan; and proceed to apply the recommended treatment. Treatments may typically involve education and advice about your problem, manual (or hands on) therapy, needling or an exercise prescription depending on the therapy type.

How are practitioners selected for WeWell?

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All WeWell practitioners are registered and in good standing with their respective College. We meet, vet and test every practitioner who wishes to join our community and carefully review their skills, credentials and identity. Through a reiterative and detailed process of information gathering, we strive to provide you with the highest quality of practitioners. Client with specific conditions or injuries are matched with practitioners who have the relevant experience and training in those areas.

How do I prepare for my appointment?

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Clear an area about 6 by 10 feet and have two clean sheets, a towel and a pillow. Your practitioner will use these items to cover the treatment table and face cradle during the treatment. Wear comfortable clothes. If you have pets, you may wish to put them in another room prior to the arrival of your practitioner. When your practitioner arrives, she will set up the table and use your provided linens. You do not need to assist. A private or semi-private room is ideal but is not essential.

What happens if my practitioner arrives late?

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Enjoy the remainder of your booked treatment time and let us know.

When you book a treatment with WeWell, your treatment fee pays for the full session of practitioner’s time. If your practitioner arrives more than a few minutes late, feel free to enjoy the remainder of your booked treatment time with a top up for the missed time. If a top up is not possible due to time constraints, please report the late arrival to WeWell. All late arrival reports are reviewed by our customer service team. Once the team has confirmed the events of your report with the practitioner, you may be eligible for a partial reimbursement via refund or treatment credit.

Practitioner Penalties
WeWell encourages practitioners to be on top of their schedule and arrive on time for all appointments. Practitioners who show a pattern of late arrivals may be removed from the platform.

What kind of treatments are available?

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We offer treatments covered by most extended healthcare benefit plan in Canada, ICBC and WCB including RMT, physiotherapy, acupuncture, kinesiology, occupational therapy and osteopathy.

For Practitioners

How much can I earn?

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Practitioners can set their own prices and take on average 70% of the therapy price. We take care of the billing and administrative work so you can focus on delivering exceptional healthcare.

Check out our earning comparison.

Do I have to put in minimum availability?

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No, we do not require you to meet a minimum availability per week. However, we do recommend that you try and put in at least 5 hours of availability each week to ensure you make the most of the WeWell platform.  

There is also no maximum limit either on how much availability you can add. Feel free to add in as much availability as you like!

Entering your availability as far in advance as possible will enable your regular clients to rebook you more easily as they will be offered more booking slots to choose from when looking at your profile.

When can I work?

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As a self-employed professional, you are free to manage your schedule around your own availability by entering in your committed  availability in an easy-to-use online schedule. 

You can enter availability 7 days a week, 365 days a year, between the hours of 8 am to 10 pm.

What cities or service areas can I work in?

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During our beta phase, we are offering services in Vancouver downtown core area, offices and events only.  Before you get started on the platform, you will choose which areas of the city you are happy to cover and travel between. 

These are known as “service areas” (covering different postcodes and districts). The reason for this is so that you can travel to  appointments that aren’t too far away for you and so the majority of the city is covered by professionals to fulfill booking requests.

What safety guarantees do you offer?

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At WeWell, we want everyone who uses our platform to feel safe and secure, from the initial booking through to the moment the treatment finishes. Here are some of the features and procedures we’ve got in place to help you feel safe:

1-1 Block
1-1 Block gives you the power to easily prevent clients from booking you - whether it’s because you can’t face climbing a staircase, don’t like the dog, or you’d simply prefer not to see them again.

Blacklisting
At WeWell, we have a zero-tolerance policy towards inappropriate and suggestive behaviour. If a client acts inappropriately towards you, is doing something illegal or makes you feel uncomfortable, tell us. We'll blacklist them - which means they’ll no longer be able to book on our platform. If you are unsure what to choose between a 1-1 Block or Blacklisting, please ask a customer agent for help via live chat or email.

Customer checks
To use WeWell, you need a valid payment card and government issued ID.

We also maintain an internal list of blocked users. If they rebook, we will flag any bookings made with the same address, phone number or card details to a Wewell agent. 

Granular service areas 
We’ve built smarter, smaller service areas at your request. This means that if you want to work closer to home, especially later at night, you can.

Customer support line
The WeWell support line is available 7 days a week from 8am to 10pm. Our dedicated Customer Service team is available to support you with any questions or concerns when using the WeWell platform.

How do I apply?

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To start taking bookings through the platform as a registered massage therapist, physiotherapist, acupuncturist, osteopath, OT or kinesiologist, you will need to apply here. Our online application process is quick and easy, and you will also be able to find out more information about WeWell. As part of this online application, you will be asked to upload and submit documents accordingly. The dedicated Operations Team here at WeWell will then follow up with a call within 72 hrs of application submission to discuss your application and next steps.

What is expected from me when using the platform?

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You will be expected to deliver high quality treatments and a high level of service at all times. You will also need to ensure you are available when you have added availability in, as you will be the one to oversee your schedule.

Along with attending all treatments on time by arranging your own travel to/from treatments and ensuring you have everything you need or perform the treatment to the best of your capability, you will be required to bring all of your own equipment. We also require a valid BC Driver's License along with your own vehicle.

What is WeWell and how does the business operate?

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We are Canada’s premiere platform that connects independent, self-employed mobile registered massage therapists, physiotherapists, acupuncturists, kinesiologists and osteopaths to clients who want treatments at home, office or events.

We started WeWell because we wanted to provide easier access to wellness. Founded by health practitioners in Vancouver, WeWell is on a mission to empower people to choose well-being first with a vision to bring care back into healthcare. We deliver this mission by using  technology to seamlessly connect users to healthcare services in their area, at the user’s convenience.

Why work with WeWell?

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WeWell is a place for exceptional talent looking for choice and autonomy. We place our community of practitioners at the heart of everything we do by empowering practitioners and giving them the freedom, platform, community, and information to build a thriving  business with WeWell. We involve them in every decision and design products for them, like our safety technology and continuing education resources. Because when practitioners are well, we can bring care back into healthcare. 

Work Flexibly
Choose when and where you work. If you have a part-time job somewhere else, you can still receive bookings on the app, decide your own schedule and coverage based on your availability. 

Earn More Money
Practitioners take on average 70% of the therapy price. We take care of the billing and administrative work so you can focus on delivering exceptional healthcare.

Support & Safety
We got you covered 7 days a week with dedicated community managers to help you build your business. GPS check-in and check-out allows the support team to know that you have safely arrived and left your appointment.

Community & Development
Easily network with other practitioners through our monthly events, community outreach and continuing education opportunities.

How do clients search my profile to book me?

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Our booking process allows users to select a specific RMT, physiotherapist, acupuncturist, kinesiologist or osteopath when booking through our website. Based on location, appointment time and selected treatment, the user will be presented with a list of available professionals that match the booking request.

Your profile will have your picture, along with a short bio and user rating score.

Users can also browse and book you via our professionals' directory by looking at your individual profile, which will include your picture, along with a short bio and user rating score.

Another way to get booked is if you have already been to a client before, users have an easy re-book option within their app which allows them quick access to your calendar to re-book you accordingly. We actively promote and make re-booking easy to help our partners to build their client base through WeWell.


What are the minimum requirements to partner as a practitioner with WeWell?

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All practitioners must meet a strict set of minimum requirements. All practitioners listed on the platform are required to meet the following requirements before providing services:

- Share our vision in bringing care back into healthcare
- Registered and in good standing with the Provincial College of British Columbia of your specialty
- Pass a criminal record check
- Must hold a professional liability insurance covering up to at least $2M per claim or per occurrence
- Endorsement from current WeWell member
- Extraordinary client interaction, organizational and time management skills
- Effective at developing relationships and communicating with interdisciplinary clinic teams
- Proactive and solution-oriented
- Committed to life-long learning and development
- Hospital, ICBC, WCB and elderly client experience an asset

Still have questions? Contact us at hello@wewell.com