Report a Professional on PairLume: Process and Outcomes

How to report a wellness professional on PairLume, what we investigate, whether you stay anonymous, and the outcomes that follow a report.

Verification happens before a professional is listed. Reporting is how the standard holds afterwards.

What is worth reporting

Not attending a booked session, or repeated late cancellations. Pressure to pay or continue off platform. Claims outside their scope, such as a coach offering to treat a diagnosed condition. Credentials that do not match what they told you. Boundary problems of any kind: contact outside the booking, personal requests, inappropriate comments. Anything that made you feel unsafe.

Uncomfortable is not the same as unsafe. A professional who challenged you is doing their job. A professional who crossed a line is not, and you will usually know the difference.

How to report

Use the report action on the professional's profile, or open a dispute from the booking if money is involved. Give us dates, the booking, and what happened in your own words. Screenshots help but are not required.

Do they find out who reported them?

They are told there is a report and are asked to respond. Your identity is not handed to them, and we do not pass on your message verbatim where it would identify you. If a report concerns a single booking, they can obviously infer the client, and we will tell you if that is the case before we proceed so you can decide.

What we look at

The booking record and attendance data, the on platform message thread, the professional's response, and their history: earlier reports, dispute outcomes, cancellation rate, and whether their credentials are still current.

Outcomes

No action, with a reason given to you. A warning and a required change, for example profile copy that overstated a credential. Suspension while we investigate further. Removal from the platform, permanently in serious cases. A refund to you, where the booking was affected.

Regulated professionals

If a professional is licensed, their regulator exists independently of us and you can complain to that body as well as to us. We will tell you which body holds the licence. Serious matters are reported by us to the regulator regardless of whether you choose to.

Timing

We acknowledge reports quickly and aim to close them within days. Anything involving safety is escalated immediately rather than waiting in a queue.