Clear exits. Clear boundaries.
Cancellation during the pilot
- Match & Muscle charges no cancellation or no-show fee during the private pilot.
- A provider may apply only a separate policy clearly disclosed before the customer confirms the appointment.
- Customers and providers should cancel through the portal as soon as possible. Cancellation releases any held platform time but may not cancel a separate agreement made outside Match & Muscle.
- Repeated misuse, intentionally false requests, or unsafe behavior may result in access restrictions.
Professional and nonsexual service
Massage arranged through Match & Muscle must be professional and nonsexual. Sexual requests or conduct, harassment, threats, discrimination, retaliation, intoxication that makes service unsafe, trafficking, and illegal activity are prohibited. Either party may end an interaction when they reasonably feel unsafe.
The pilot is for adults 18 and older. Massage is not medical diagnosis or emergency care and may not be appropriate for every person or condition. Discuss health-related suitability directly with a qualified provider or healthcare professional.
Urgent help and reporting
For immediate danger or a medical emergency, call 911. Match & Muscle does not monitor the request form continuously and cannot provide emergency response.
For a non-emergency safety concern connected to the platform, use the request form and select “Safety concern.” Do not include detailed medical records or highly sensitive identifiers. Preserve relevant messages and the Match & Muscle reference number if available.
Recorded policy acceptance
The appointment confirmation shows the complete quoted price and therapist-specific cancellation/refund terms. Match & Muscle stores the version and text accepted. Cancellation records are separate from refunds; cancelling an appointment does not automatically move money or issue a refund.
Report review and provider holds
A safety-category appointment report places the provider on hold for new bookings pending owner review. Other reports receive an internal review target. The site is not continuously monitored; for emergencies call 911. Existing appointments are reviewed individually. A hold is not a finding of misconduct and does not replace a licensing-board or law-enforcement process.