Frequently Asked Questions

We cover the following cities:

> CDMX

> Guadalajara

In Riviera Maya:

- Cancun

- Puerto Morelos

- Playa del Carmen

- Puerto Aventuras

- Akumal

- Tulum

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Soon we will be in:

> Monterrey

> Merida

> and several other cities!

Send us your location to confirm if we are covering your area. Some areas require an additional per diem charge.

Our home service is available daily from 8 am to 10 pm, with 9 pm being the latest time to start a service.

Our prices apply equally to any massage technique and vary by duration and Local Coverage Adjustment.

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Please refer to our pricing page for details.

We accept most major credit or debit cards VISA, MC, AMEX. The service requires a pre-authorisation to your card in order to process the booking request. The final charge is made at the end of the service. We do not accept cash.

In the event that Zen to Go must cancel a booking for any reason, the pre-authorisation is simply cancelled without charge.

Understanding our Local Coverage Adjustment

At Zen to Go, our goal is to bring our exceptional services from in-home massages directly to you, tailoring our approach to meet the unique demands of each area we serve. To support this adaptability, we have introduced a "Local Coverage Adjustment". This is an adjusted amount on top of our base prices, and varies depending on several factors such as specific locations, time of day and local market conditions.

Why introduce a Local Coverage Adjustment?

• Expanding the scope of service: In specific areas, serving our customers involves additional logistical efforts. This includes managing travel expenses, handling waiting times and hotel check-in processes, as well as increasing recruitment efforts to ensure the availability of our therapists.
• Availability during peak hours: We understand the importance of being available when you need us most. This setting encourages our therapists to offer their services in a flexible manner.
• Adapting to local market conditions: Different cities have varying economic conditions that affect living and market rates for wellness services. The Local Coverage Adjustment allows us to align our compensation with these local economic standards, ensuring a fair payment for our therapists.

Our commitment to fair and transparent pricing

We understand that clarity in pricing is crucial. Our goal is to provide transparent information on how the Local Coverage Adjustment is determined and applied. This commitment ensures that you, our valued customer, are always aware and understand the costs associated with our services.

Reservations for one or two massages

No modifications to an existing reservation are accepted except for: 1) complete or partial cancellations; 2) changes to the massage technique; 3) who the massage is for; and/or, 4) specific indications for the therapist. Partial cancellations can be made on reservations that have two massages. All cancellations initiated by the Client, complete or partial, carry the following penalties for the Client:

• Without any penalty more than 24 hours before the beginning of the reservation.
• 20% penalty with 4 hours of anticipation at the beginning of the reservation.
• 100% penalty less than 4 hours before the beginning of the reservation.

All cancellations must be made through the Platform or by contacting us via WhatsApp.

Penalty percentages are applied to the net cost plus VAT of the cancelled massage(s). In no case or circumstances will refunds or cash refunds be made.

Bookings of three or more massages and corporate bookings

The cancellation policy for these reservations depends on each case and is determined by Zen to Go and communicated in advance to the customer.

COVID-19 or infectious disease related cancellations

The Customer or Therapist must contact Zen to Go at least four hours prior to the start of the service to cancel their reservation if they have symptoms of COVID-19 or infectious diseases, or have been in contact with someone who has such symptoms or has been diagnosed with an infectious disease. Similarly, Zen to Go reserves the right to cancel the service if it concludes that the health of either party is at risk or if local authority regulations restrict the service without notice. There will be no penalty for either party in these cases.

We are the only platform that requires a minimum of 3 years of verifiable experience and at least 1 year in a first level hotel or SPA. In addition, we have a rigorous selection and evaluation process so that our clients can rest assured that only the best therapists will arrive at their door. In the selection process the therapists must pass psychometric tests, personal interview, certificate verification, professional references, non-criminal background check and domicile. 

The evaluation process is systematic. The continuity of our therapists on the platform is based, to a large extent, on customer ratings. These ratings are designed to obtain scores on service standards that we constantly monitor, including punctuality, technique, attitude and respect, among others. In this way we ensure that the best therapists stay on the platform. In return, we expect the same level of respect and good behaviour from our customers.

Our priority at Zen to Go will always be the well being of both our clients and our therapists. At Zen to Go we fully follow the local regulations where we offer our service. In this regard, and in the event that COVID is a health emergency again, we will implement the following health protocol. This protocol is part of our Terms and Conditions.

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Additional terms of use for therapists of Zen to Go

All therapists on our network must follow the following protocol as a requirement for each service:

• Take your temperature on the day of service. It should not exceed 37.5 degrees Celsius.
• Confirm with Zen to Go that you do not have any symptoms associated with COVID-19 or any other contagious disease and that you have not been in contact with anyone who has such symptoms in the last 5 days, or a family member has tested positive for COVID-19.
• Take off your shoes or use shoe covers when entering the client's home.
• Wear face shields and masks at all times.
• Disinfect the equipment for each service.
• Change your uniform for each service.
• Wash hands and forearms for at least 20 seconds before and after service with 70% alcohol gel.

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Additional terms of use for Customers when using Zen to Go services

Requirements

• Do not schedule a service if you have any symptoms associated with COVID-19 or any other contagious disease, if you have been in contact with someone who has had such symptoms in the last 5 days, or if you or a family member has tested positive for COVID-19.
• Do not schedule a service if you or a family member has traveled abroad in the last 14 days.
• For the time being it will not be possible to schedule paired services with two or more therapists at the same time.
• You must allow our therapist access to the bathroom.
• You must wash your hands and forearms for at least 20 seconds before and after service with 70% alcohol gel.
• Keep others in your home away from our therapist and the service area (at least 1.5 meters away).
• If required, please confirm your health history with Zen to Go via an electronic form.

Recommendations

• Do not schedule a service if you are over 60 years of age or suffer from comorbidity.
• Use of mouth guards during service.
• Use of own sheets for the service.
• Take a shower before and after the service.

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Service subject to cancellation

Zen to Go reserves the right to cancel, without penalty, any service in the event that the local traffic light on the COVID-19 changes to red or that it detects a high health risk for either party.