Last Updated: 19 Nov 2024

1. What is FitU SG?

FitU SG is a platform designed to empower personal trainers by connecting them with clients seeking personalized fitness services. It’s your one-stop solution to manage bookings, showcase your expertise, and grow your client base—all while eliminating administrative hassles.

2. Why use FitU SG?

FitU SG is designed to connect personal trainers with clients looking for customized fitness solutions. Here’s how using FitU SG benefits you:

• Wider Reach: Get exposure to a large audience actively searching for personal trainers, increasing your chances of securing more clients.
• Easy Management: Manage bookings, client inquiries, and payments all in one platform, saving time and streamlining your workflow.
• Profile Visibility: Build credibility with reviews and ratings, helping potential clients understand your expertise.
• Support & Promotion: FitU SG provides marketing resources and guidance to help you grow your business and visibility in Singapore.

3. How Are Profiles Ranked and Listed on Home Page?

FitU SG uses transparent and fair ranking logic to determine the order in which trainer profiles are displayed. This ensures that clients see the most active and highly-rated trainers first.

Ranking Factors:

• Number of Completed Appointments: Trainers who actively complete more sessions are ranked higher.
• Client Reviews and Ratings: Profiles with more positive reviews and higher ratings gain better visibility.
• Profile Optimization: Fully completed profiles with attractive cover images and detailed descriptions perform better in rankings.
• Engagement: Timely responses to client inquiries and appointment confirmations are also considered.
• Adherence to Platform Policies: Trainers who consistently follow our platform policies and maintain professionalism are prioritized in rankings.

4. Tips to get more visibility on FitU SG:

1. Optimize your profile

A strong profile will set you apart from the competition and attract more clients. Follow these tips to optimize your FitU SG profile:

• Cover Image: Avoid using topless images or before & after body images as your cover image; these can be added to your profile but not as the cover image. Instead, choose a high-quality image showing you actively engaging in fitness (e.g., coaching, exercising). Remember to put your own image as the cover image.
• Profile Description:
  • Highlight your unique strengths and available locations
  • Contact Information: Do not include your phone number or personal contact details in your profile description. FitU SG will suspend your profile for a period of time if contact details are found, in line with platform policies. You may raise an appeal via email [contact@fitu.sg].
  • Do Not Include Personal Contact Details: Refrain from sharing your phone number, email address, or other personal contact information in your profile description.
  • Consequences for Violations: Profiles containing personal contact details will be temporarily suspended in accordance with our platform policies.
  • How to Appeal: If your profile is suspended, you may raise an appeal by emailing [contact@fitu.sg].
• Remember to upload your qualifications, like NROC certs under rewards/Certification section to increase your credibility

2. Optimize your profile

After each session, remind clients to leave a review. Positive reviews improve your ranking and make your profile more attractive.

3. Stay Active

Regularly update your profile, respond quickly to inquiries, and keep your availability up-to-date. FitU SG’s algorithm favors active trainers who consistently engage with clients.

4. Participate in FitU SG Promotions

Keep an eye out for marketing opportunities from FitU SG, like featured trainer promotions or special events.

5. No Private Bookings

To maintain a trustworthy and efficient environment on FitU SG, trainers are required to handle all bookings and communications exclusively through the app. This ensures seamless communication, secure transactions, and accountability for both trainers and clients.

Key Guidelines:

• Mandatory App Bookings: All bookings with clients sourced through FitU SG must be managed using the app.
• No Direct Arrangements or Payments: Trainers are prohibited from arranging private bookings or payments directly with clients outside the platform.
• Keep Conversations Within the App: All communication with customers should be conducted through the FitU SG app. Arranging appointments or payments outside the platform is strictly against our platform policies.
• Consequences for Violations: Profiles of trainers found engaging in private bookings or external arrangements will be temporarily suspended from public listings in accordance with FitU’s platform policies.
• How to Appeal: If your profile is suspended, you may raise an appeal by emailing [contact@fitu.sg].

6. How to Use FitU’s Appointment Booking System?

1. Respond to Inquiries Promptly
   Clients may reach out with questions before booking. A quick response increases the likelihood of securing the booking and builds trust with potential clients.
2. Accept Client Appointments
   Once a client books a session, you’ll receive a push notification and a reminder email. Be sure to accept the booking within the app to confirm it. Note: If the appointment is not accepted and the session start time passes, it will expire and customers will not be able to make the payment for the session fee.
3. Conduct the Session
   Prepare for the session based on the client’s profile and preferences to ensure an excellent experience.
4. Complete the Appointment
   After each session, mark it as “Finished” in the Appointments tab on the app. This action allows clients to leave a review and helps keep your profile up-to-date.
5. Encourage Reviews
   Once an appointment is marked as complete, remind clients to leave a review. Positive feedback builds credibility and boosts your visibility on FitU SG's home page.

7. How Can I Check the Existing Packages Purchased by My Clients?

1. Go to the Me tab in the app.
2. Select the Packages section.
3. Navigate to Client Packages to see a detailed list of packages purchased by your clients.

8. Booking & Payment Flow for Packages

• First-Time Package Purchase
  When a client buys their first package, they’ll complete payment upfront. This payment is securely processed, and you’ll receive a booking request that’s ready for acceptance.
• Subsequent Package Sessions
  For clients with existing packages, no additional payments needed for each session, you'll receive the session fee after each session has been completed and in 'Finished' status.

9. Income Management and Payout

• Track Pending Income
  Once a session is marked “Finished,” your pending income from that appointment will appear in the Income section under the Me tab in the app.
• Verify PayNow Account
  Our official WhatsApp account will reach out to confirm your PayNow account details. This ensures secure and accurate payouts.
• Receive Payout
  Account Confirmation: Ensure you confirm your PayNow account number with FitU SG’s Verified Business Account at +65 92224570. This step ensures your payments are processed correctly.
  Payments for completed sessions will be transferred to your PayNow account within 3 working days after marking the session as “Finished.”
• How to Check Your Income:
  
  1. Go to the Me tab -> select Income section.
  2. You’ll see two payment statuses: Pending (for sessions recently completed) and Transferred (for payouts that have been processed).
  3. When to Expect Payment: Payment is typically transferred within 3 working days after you click on the Finish button for each completed session.

10. How to set up packages on my profile?

1. Go to the Me tab in the app.
2. Navigate to the My Profiles section.
3. Tap the Edit button.
4. Scroll to the Packages section and click Add to create a new package.
5. Enter package details, such as the number of sessions, pricing, and any other relevant information.

11. What is the appointment cancellation policy?

Late Cancellations

• Timeframe: Appointments can be cancelled up to 24 hours prior to the start time via the FitU SG app without any charges.
• Within 24 Hours: If an appointment is cancelled within 24 hours of the start time, a late cancellation fee will apply (details available below).
  

  Time Period	Late cancellation fee*
  12 hours before	20%
  6 hours before	40%
  2 hours before	80%
  Less than 2 hours	100%

• Refund Process: The session fee for the cancelled appointment will be automatically returned to the customer’s account, while any remaining sessions in the package will remain unaffected.

Missed Appointments

• No Show: If a customer misses an appointment without cancelling, the session fee for the missed appointment will automatically be deducted from the customer’s account and credited to the trainer’s account.

12. Post-sales Terms

• Direct Resolution Between Parties: Users and Service Providers are encouraged to resolve any disputes directly between themselves. We recommend that parties make reasonable efforts to communicate and reach a mutual understanding regarding any issues related to services, bookings, or cancellations. This approach applies unless otherwise specified by FitU SG’s platform policies.
• FitU SG Mediation: If Users and Service Providers cannot reach a resolution independently, they may contact FitU SG customer service team at [contact@fitu.sg] for informal mediation. FitU will act as a neutral party to facilitate communication and help both parties work toward a resolution, but FitU SG is not liable for enforcing or dictating outcomes.