Frequently Asked Questions
It’s natural to want clarity before sharing something personal. These questions cover how Masked Journey operates, how anonymity is maintained, and what you can expect from us.
What is Masked Journey?
Masked Journey is a non-clinical online platform where you can share your thoughts, feelings, and frustrations with approved peer listeners in a safe and private space. All sessions are conducted virtually. Clients are required to wear physical masks during sessions to protect their identity, while peer listeners wear masks to create an immersive environment and maintain a sense of focus and anonymity. The platform is designed to help you express yourself openly without judgment.
Must a mask be worn at all times?
Yes. Clients are required to wear a mask for the entire session to protect their anonymity. If a client chooses not to wear a mask, the session will be cancelled. This is a hard rule and will be strictly enforced. Peer listeners are also required to wear masks at all times to maintain immersion and uphold the shared atmosphere of anonymity that defines Masked Journey.
Is this therapy?
No. Masked Journey is not a professional therapy service. Peer listeners provide empathy, active listening, and emotional support, but they do not offer professional mental health advice, diagnosis, or treatment. If you require clinical support, you should contact a qualified mental health professional.
What is a guided listener?
A guided listener is a degree-holding, college-trained, psychology-informed supporter who provides structured emotional guidance. They help you reflect on your thoughts and feelings, and ask introspective questions. They do not provide therapy, diagnose, or give advice, instead they listen deeply and guide conversations with empathy and respect for your privacy.
How are guided listeners different from peer listeners?
Peer listeners focus on empathetic, non-judgmental listening, while guided listeners have formal psychology-informed training and provide structured support to help you explore your emotions more deeply. Neither offers therapy or advice.
How does anonymity work?
You create an alias and do not share your real name or identifying information with us or our listeners. Masks are worn by both clients and listeners for privacy and immersion. While we take steps to protect your identity, maintaining full anonymity is your responsibility. This includes using a secure email, safe devices, and appropriate payment methods.
Is my data completely secure?
Masked Journey takes reasonable steps to protect your identity, but complete security cannot be guaranteed. We are not responsible for any data breaches. Clients are responsible for maintaining their own anonymity and the security of their devices and accounts. Using the platform is entirely at your own risk.
Who can use Masked Journey?
Masked Journey is open to anyone that is 18 years and older. The platform is not restricted by location, or background, but it is not suitable for emergencies or situations requiring immediate professional help.
How do I book a session?
Booking a session is simple. Contact us via email and we will get back to you. Please use an alias when you contact us. One of our staff members will create an account for you and discuss peer listener preferences and available time slots.
Why haven’t I received a confirmation email after booking?
Please check your spam or junk folder first and mark the email as not spam if you find it there. Email filtering can occasionally delay or block automated messages. If you still cannot find your confirmation, feel free to contact us and we will assist you promptly.
Can I book a session using a false or non-working email address?
Yes. However, using a non-working email means you will not receive a confirmation message or reminder before your session. We recommend saving your session details immediately after booking. If you lose them, you may contact us and we can help retrieve your scheduled time and video link, as long as you remember the alias and email address you used when booking.
Can I book multiple sessions in advance?
Yes. You can schedule multiple sessions in advance for your convenience. Many clients prefer to reserve several dates at once to secure their preferred times or to plan ongoing emotional check-ins.
Can I pay using insurance at Masked Journey?
No. Masked Journey is not a clinical or therapeutic service, so we are not covered by health insurance providers. All sessions are out of pocket.
Can I cancel or reschedule a session?
Yes. You can cancel or reschedule a session, through this must be done 24 hours before the session begins. Cancellations made after this time will be billed, so it’s best to plan ahead.
What is the payment and refund policy of the company?
Since no personal identifying information is collected. All sessions must be paid for in advance to confirm your booking. This ensures fairness to both clients and peer listeners and allows us to reserve your chosen time slot.
Refunds are only available for sessions cancelled at least 24 hours before the scheduled start time. No explanation is required to claim this refund.
Once a session begins, payments are generally non-refundable, except in cases where a client reports a genuine issue or misconduct. Each report is reviewed carefully, and appropriate action is taken if necessary
Are sessions recorded?
Sessions are never recorded or stored by Masked Journey or any of its affiliated listeners. Only in exceptional circumstances (such as for marketing or training purposes) will explicit consent be requested from a client for permission to record a session. To maintain anonymity, this consent is provided verbally and recorded at the start of the session. For example:
“I am [Alias], and I consent to this session being recorded for [purpose, e.g., internal review, marketing, or training].”
Consent is always specific to that session and cannot be assumed for future sessions. Clients may withdraw consent at any time during the recording, in which case the recording will be immediately stopped and deleted. Any listener who violates this policy is permanently removed from the platform. However, Masked Journey cannot provide financial compensation beyond a refund for the affected session.
This policy protects your identity, personal information, and the privacy of what you share.
Clients, on the other hand, may record and keep a copy of their own individual sessions for personal use only.
Recording of group sessions by participants without the consent of others is prohibited. Unfortunately, Masked Journey does not and cannot monitor or prevent unauthorized recordings by participants. Therefore, joining a group session means you do so at your own risk and with the understanding that absolute privacy cannot be guaranteed in a group environment.
Do listeners see my personal information?
No. Listeners only see the alias you created and the messages you share. They do not have access to your real name and email, or other identifying information.
Can I change listeners?
Yes. You may request to change your listener at any time if you feel uncomfortable or prefer a different match. No explanation needs to be given when requesting the change.
Why does Masked Journey use Jitsi Meet by default?
Jitsi Meet is selected by default because it is a privacy-focused, web-based video service that does not require an account or software installation. It is designed to minimize data collection and allows sessions to run directly in your browser. If you prefer, you can easily choose Google Meet or Zoom during booking. All available platforms are clearly listed on the bookings page, and the choice is entirely yours.
To whom can I report an infringement committed by a listener?
If a listener acts inappropriately or breaks any rules, please report them immediately to admin. Every report is taken seriously, and steps will be taken to protect your safety and ensure fair treatment for everyone involved.
What if I feel unsafe or need urgent help?
Masked Journey is not equipped to handle emergencies. If you feel unsafe, at risk of harming yourself, or in immediate danger, please contact local emergency services or a qualified mental health professional immediately.
