Terms of Use

SHAI is a marketplace that connects you with independent wellness therapists who come to your home, hotel or office. Therapists are not SHAI employees. Each therapist runs their own practice, sets their own prices and is responsible for the treatment they provide.

SHAI checks every therapist's identity and reviews their application before they can take bookings. Qualifications are checked where a treatment needs one, such as prenatal massage.

You must be 18 or older to use SHAI. Keep your password private; you're responsible for bookings made from your account.

Give accurate details, especially the address for your treatment and anything a therapist should know about your health.

• You choose a treatment, a therapist, a time and a place, and send a request. You're not charged for a request.
• The therapist has up to three days to accept, and always before your treatment time. If they don't respond in time, the request closes and you can choose someone else.
• Once they accept, you have up to 24 hours to pay, and always at least two hours before your treatment. If payment isn't made in time, the booking is released.
• Once you've paid, your booking is confirmed. Only then does the therapist receive your exact address, and you can message each other in the app.

Each therapist sets their own price, which you see before you book. The price you're shown is the price you pay. You pay SHAI, and SHAI pays the therapist after your treatment.

Wellness treatments are not medical care and don't replace advice from a doctor. If you're pregnant, injured, recovering from surgery or have a medical condition, check with your doctor first and tell your therapist before the treatment starts.

A therapist may decline or stop a treatment if they believe it's unsafe or unsuitable for you.

SHAI is a professional wellness platform. Any request for sexual services, harassment, abuse, threats or being intoxicated during a treatment leads to the treatment ending and your account being removed. Where appropriate, SHAI reports it to the authorities.

Book and pay for treatments with therapists you meet on SHAI through SHAI. Only bookings made through SHAI are verified, supported, protected and refundable. Phone numbers, emails and links are hidden in messages.

Please don't arrange to book or pay a SHAI therapist privately. If someone asks you to, you can let us know privately from your booking's messages.

Our Cancellation & Refund Policy explains when you can cancel for free, and how refunds work.

Only customers who completed a treatment can review it. Reviews must be honest and about your own experience. SHAI may remove reviews that are abusive, false or share personal information.

SHAI works hard to vet therapists and keep the platform safe, but each therapist is responsible for their own treatments. To the extent the law allows, SHAI isn't liable for loss caused by a therapist's treatment or conduct. Nothing in these terms limits your rights under the Consumer Protection Act.

We may update these terms and will tell you about important changes. These terms are governed by the laws of the Republic of South Africa.