At Wellhub, we believe that strong partnerships are built on clarity, trust, and consistency. Your team’s behavior, the transparency of your operational information, and the way members are welcomed all play a critical role in the shared success of our ecosystem.
This comprehensive guide establishes clear standards of conduct to help your team prevent platform misuse, set accurate expectations, protect member data, and maintain an operationally safe and sustainable environment.
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Adhering to these core practices protects your operational workflows from errors, ensures payment integrity, and drives sustained customer retention:
Adhering to these core practices protects your operational workflows from errors, ensures payment integrity, and drives sustained customer retention:
Regularly update your schedules, classes, physical locations, and specific access rules inside the Partner Portal. Accurate data allows members to plan visits with absolute confidence and eliminates friction at checkout.
Always treat Wellhub members with the same professional care, focus, and respect that you extend to your direct retail clients. A welcoming environment encourages recurring visits and strengthens your local brand presence.
Instruct your staff to create a respectful, diverse, and safe environment that accommodates all member backgrounds, body types, and individual fitness profiles. For structured advice, refer to our corporate Partner Diversity Guide.
Use the Partner Portal or reach out directly to Support to register any sudden schedule shifts, policy changes, or temporary facility closures.
Limit any additional customer charges strictly to premium, optional services completely outside the standard Wellhub benefits package (such as personal nutrition consultations or niche equipment rentals).
Keep a reliable, highly secure, and continuously monitored business email address registered in your Partner Portal. This serves as Wellhub's primary channel to dispatch critical operational updates and resolve account issues efficiently.
Feature only real, high-quality, and current photos of your physical infrastructure to build verified trust with incoming corporate subscribers.
Avoiding these behaviors protects your business from unnecessary friction, safeguards financial payouts, and keeps your account fully compliant with Wellhub's legal guidelines:
Avoiding these behaviors protects your business from unnecessary friction, safeguards financial payouts, and keeps your account fully compliant with Wellhub's legal guidelines:
Do not turn away active Wellhub members who present valid, verified plans that match your facility's product tier.
Never charge mandatory secondary fees outside the platform, such as hidden registration fees, application entry charges, or penalty fees for cancellations and no-shows. Do not mandate a minimum number of monthly visits.
Do not distribute gifts, financial bonuses, or retail rewards to members specifically in exchange for check-ins.
Members must strictly complete their own check-ins on their personal devices. Your front-desk staff must never perform manual check-ins on behalf of a user, nor should you facilitate check-ins via shared front-desk hardware.
Owners, managers, trainers, and staff directly connected to your facility operation must never execute check-ins at their own location—even if they hold valid Wellhub access via an external employer or as an approved Family Member. Check-ins must exclusively represent external, objective traffic to maintain strict payment integrity.
Never ask a member to check in for an alternative product, service, or higher tier that does not accurately match the activity they physically completed. Additionally, do not create duplicate or separate partner IDs for the same physical location to split up activities.
Never permit your staff to comment on a member’s body, weight, or personal appearance. Refrain from uploading discriminatory content or offensive names on your public Wellhub profile page.
Wellhub applies its platform rules fairly across our global network to preserve trust and ensure a level playing field. When a partner's behavioral conduct or operational choices disrupt the ecosystem, generate data security risks, or violate formal commercial agreements, we take direct steps to protect our clients. Our primary goal is to resolve issues collaboratively, preserve operational trust, and support your long-term business growth. However, depending on the severity, context, and recurrence of the infraction, Wellhub will issue a calibrated response: ⚠️ Formal Guidance: Delivering explicit corrective guidance and direct requests for operational clarification.
💻 Account Monitoring: Placing the facility profile under targeted review to track compliance patterns.
🚨Account Suspension: Implementing a temporary suspension of the partnership. While a suspension is active, your facility cannot accept users, and check-ins will not be processed for payment.
❌ Contract Termination: Permanently ending the partnership and removing the location from the platform in severe, uncooperative, or fraudulent cases. If our compliance team contacts your registered business channel to request information regarding a disputed transaction or data discrepancy, you must respond within the requested timeframe to prevent automatic escalation to an account suspension.
Wellhub applies its platform rules fairly across our global network to preserve trust and ensure a level playing field. When a partner's behavioral conduct or operational choices disrupt the ecosystem, generate data security risks, or violate formal commercial agreements, we take direct steps to protect our clients. Our primary goal is to resolve issues collaboratively, preserve operational trust, and support your long-term business growth. However, depending on the severity, context, and recurrence of the infraction, Wellhub will issue a calibrated response: ⚠️ Formal Guidance: Delivering explicit corrective guidance and direct requests for operational clarification.
💻 Account Monitoring: Placing the facility profile under targeted review to track compliance patterns.
🚨Account Suspension: Implementing a temporary suspension of the partnership. While a suspension is active, your facility cannot accept users, and check-ins will not be processed for payment.
❌ Contract Termination: Permanently ending the partnership and removing the location from the platform in severe, uncooperative, or fraudulent cases. If our compliance team contacts your registered business channel to request information regarding a disputed transaction or data discrepancy, you must respond within the requested timeframe to prevent automatic escalation to an account suspension.