At Wellhub, we believe strong partnerships are built on clarity, trust, and consistency. The way your team operates, the accuracy of your information, and how members are welcomed all play a critical role in the shared success of our network.
This guide sets out clear standards of conduct to help your team prevent platform misuse, set accurate expectations, protect member data, and maintain a safe and sustainable environment for everyone.
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Following these core practices protects your workflows, ensures payment integrity, and supports long-term member retention:
Following these core practices protects your workflows, ensures payment integrity, and supports long-term member retention:
Regularly update your timetables, classes, locations, and access rules in the Partner Portal. Accurate information helps members plan their visits with confidence and reduces friction at the point of entry.
Treat Wellhub members with the same professionalism, attention, and respect you extend to your direct clients. A welcoming environment encourages return visits and strengthens your local reputation.
Train your staff to create a respectful, diverse, and safe environment for all members — regardless of background, body type, or fitness level.
Use the Partner Portal or contact Support directly to flag any timetable changes, policy updates, or temporary closures as soon as they arise.
Any additional charges must be limited strictly to premium, optional services that fall entirely outside the standard Wellhub benefits package (such as personal nutrition consultations or specialist equipment hire).
Keep a reliable, secure, and actively monitored business email address registered in your Partner Portal. This is Wellhub's primary channel for sending critical operational updates and resolving account issues.
Feature only real, current, high-quality photos of your facility to build genuine trust with prospective members.
Avoiding these behaviours protects your business, safeguards your payments, and keeps your account compliant with Wellhub's guidelines:
Avoiding these behaviours protects your business, safeguards your payments, and keeps your account compliant with Wellhub's guidelines:
Do not turn away active Wellhub members who present valid plans that match your facility's tier.
Never charge mandatory fees outside the platform — such as hidden registration fees, entry charges, or penalties for cancellations and no-shows. Do not require a minimum number of monthly visits.
Do not offer gifts, cash bonuses, or retail rewards to members in exchange for check-ins.
Members must complete their own check-ins on their personal devices. Front-desk staff must never perform check-ins on a member's behalf, nor should check-ins be carried out via shared front-desk hardware.
Owners, managers, trainers, and staff connected to your facility must never check in at their own location — even if they hold valid Wellhub access through an employer or as an approved Family Member. Check-ins must represent genuine external visits to maintain payment integrity.
Never ask a member to check in for a product, service, or tier that does not match the activity they actually completed. Do not create duplicate or separate partner IDs for the same physical location to split activities.
Never permit staff to comment on a member's body, weight, or appearance. Do not upload discriminatory content or offensive names to your Wellhub profile.
Wellhub applies its platform rules consistently across our global network to preserve trust and ensure a level playing field. When a partner's conduct disrupts the ecosystem, creates data security risks, or breaches our commercial agreements, we take direct action to protect our clients and partners. Our primary goal is always to resolve issues collaboratively and support your long-term success. However, depending on the severity, context, and recurrence of an issue, Wellhub will apply a proportionate response: ⚠️ Formal Guidance: Direct corrective guidance and requests for operational clarification.
💻 Account Monitoring: Placing your facility profile under targeted review to track compliance.
🚨Account Suspension: A temporary suspension of the partnership. While suspended, your facility cannot accept members, and check-ins will not be processed for payment.
❌ Contract Termination: Permanent removal from the platform in severe, uncooperative, or fraudulent cases. If our compliance team contacts your registered business email to request information regarding a disputed transaction or data discrepancy, please respond within the timeframe specified to avoid automatic escalation to an account suspension.
Wellhub applies its platform rules consistently across our global network to preserve trust and ensure a level playing field. When a partner's conduct disrupts the ecosystem, creates data security risks, or breaches our commercial agreements, we take direct action to protect our clients and partners. Our primary goal is always to resolve issues collaboratively and support your long-term success. However, depending on the severity, context, and recurrence of an issue, Wellhub will apply a proportionate response: ⚠️ Formal Guidance: Direct corrective guidance and requests for operational clarification.
💻 Account Monitoring: Placing your facility profile under targeted review to track compliance.
🚨Account Suspension: A temporary suspension of the partnership. While suspended, your facility cannot accept members, and check-ins will not be processed for payment.
❌ Contract Termination: Permanent removal from the platform in severe, uncooperative, or fraudulent cases. If our compliance team contacts your registered business email to request information regarding a disputed transaction or data discrepancy, please respond within the timeframe specified to avoid automatic escalation to an account suspension.