Trust And Safety

Verified Customers

All Matoome Clients undergo identity verification through multiple digital safeguards, including mobile phone validation, credit card authentication, email verification, and proprietary anti-fraud systems. This verification process helps ensure that Providers connect only with legitimate, traceable customers.

Matoome reserves the right to suspend or block Clients who fail identity verification checks or who are suspected of fraudulent or abusive behavior.

Provider Safety

Your safety is our priority. Matoome continuously enhances its operational and technical systems to protect Providers during bookings and interactions. Please follow the safety guidelines below to minimize risks and maintain a secure work environment.

Confirm all booking details (address, time, type of service, and any contraindications) before arrival.
Do not accept appointments outside the Matoome Platform or off-record communication.
Keep your phone nearby and share your location with a trusted person if necessary.
Trust your instincts — if something feels unsafe, prioritize your well-being.

Check Your Booking Carefully

Before each appointment, review all details carefully — including the client’s verified address, service type, session duration, and any areas or conditions to avoid. If anything seems unclear or inconsistent, contact Matoome Support before proceeding. Your safety and informed consent come first.

Provider Feedback

Matoome values your feedback and takes your reports seriously. Providers play a crucial role in helping us identify and remove unsafe or abusive users. You are strongly encouraged to report any client behavior that seems inappropriate, aggressive, or fraudulent. Our Trust & Safety Team reviews all reports and takes appropriate action, which may include investigation, warning, or permanent suspension of the offending client.

Stop if Necessary

You have the absolute right to stop a service session at any time if you feel uncomfortable, unsafe, or threatened in any way. You will not be penalized for ending a session early under such circumstances. In the event of an escalating or dangerous situation, leave the premises immediately and contact local authorities. Your personal safety always takes precedence over service completion.

Use Our Secure Client Communication

To protect your privacy and ensure record integrity, all communication with clients must occur exclusively through the Matoome Platform. Sharing personal contact information or arranging services outside the Platform is strictly prohibited and constitutes a breach of contract.

Matoome’s in-app communication system masks your phone number and email, acting as a secure bridge between you and the client to maintain confidentiality and safety.

Contact Us Anytime

Matoome operates dedicated Provider Support channels 365 days a year via in-app chat, phone, SMS, and email. Our support and Trust & Safety teams are trained to respond promptly to any safety concerns, suspicious activity, or policy violations.

If you ever feel unsafe or experience an emergency during an appointment, immediately contact local emergency services before reaching out to Matoome.

Report Unsatisfactory or Unsafe Experiences

If a booking or client interaction makes you feel uncomfortable or unsafe in any way, report it through the Provider Support channel immediately. We continuously monitor and review such reports, and take swift action to suspend, investigate, or remove users who violate safety standards.

Repeated reports of misconduct may lead to permanent banning of clients to preserve the overall trust and integrity of the Matoome community.

Be the Best Kind of Matoome Member

Our community thrives on mutual respect and professionalism. Providers and Clients are expected to treat each other with courtesy, honesty, and cultural sensitivity. By upholding Matoome’s Code of Conduct, you help us create a network where wellness, safety, and trust flourish globally.

Important Notice

Alcohol consumption before or during a session is strictly prohibited.Providers must refuse or terminate any appointment where the Client appears intoxicated or under the influence of drugs or alcohol.

This rule protects both your professional integrity and safety. Violation may result in denial of service, immediate booking cancellation, or suspension of user access to the Platform.

Client Safety

Matoome takes proactive steps to ensure that every booking is safe, transparent, and stress-free. All Providers in our network are verified professionals — trained, screened, and committed to upholding our service standards.

To help ensure your own safety and well-being, please follow these recommendations:

Book only through the official Matoome App or Website.
Verify appointment details such as date, time, and location before confirming.
Ensure that the service environment is safe, private, and comfortable.
Report any unusual or inappropriate behavior immediately to support@matoo.me.

Communicate Clearly

Open communication with your Provider ensures a better, safer experience. Before and during your session, feel free to share preferences, sensitivities, or health-related concerns.

For massage services, communicate your desired pressure level and avoid any areas of discomfort. If you are pregnant or have any medical condition, please consult your physician before booking a prenatal or specialized treatment. Providers have the right to decline unsafe or medically contraindicated services in order to protect your health.

Stop if Necessary

Your comfort always comes first. If at any point during the service you feel uncomfortable, simply inform your Provider:

“I’d like to discontinue the service at this time.”

Providers are required to respect such requests immediately and without question. You will not be penalized for stopping a session early for safety or personal comfort reasons.

For Massage Services — Dress to Your Comfort Level

You are free to undress to your own level of comfort — whether that means remaining fully clothed, wearing undergarments, or partially covered.

All Providers are trained to maintain professional draping standards to protect your privacy and modesty throughout the session. If at any point you feel uncomfortable with the environment or conduct of the Provider, end the session and report it immediately.

Verified Providers

Every Provider on the Matoome Platform is carefully vetted through our identity verification and onboarding process. This includes checks such as government-issued ID verification, qualification review, and safety screening.

Matoome reserves the right to remove or suspend any Provider who violates our safety, ethics, or quality standards.

Provider Booking and Reviews

After booking, you will receive confirmation with the Provider’s verified profile — including full name, photo, bio, and credentials. This ensures you know exactly who will be arriving for your appointment.

After each service, Clients are invited to rate their Provider from 1 to 5 stars and provide written feedback. These reviews help maintain service quality across the network.

If you encounter any issues or concerns regarding your session, please contact our Customer Service team via email at support@matoo.meor through the Matoome App. Serious matters are escalated to our Trust & Safety Team, who will conduct a thorough and confidential review. Your name and the contents of your report will remain strictly confidential.

For Your Safety

Please refrain from consuming alcohol, drugs, or smoking prior to your appointment. Intoxication or unsafe behavior may result in service refusal or immediate cancellation of the booking. Providers are instructed to report such cases to Matoome Support for review and potential account action.

This rule ensures the safety and comfort of both Clients and Providers.

Be the Best Kind of Matoome Member

Matoome is built on mutual trust, respect, and professionalism. Every Client and Provider contributes to a positive and secure environment by treating others with courtesy and integrity.

Please respect Providers’ time, professionalism, and personal boundaries — and remember that harassment, discrimination, or aggressive behavior will not be tolerated and may result in account suspension or permanent removal from the Platform.