ClickCease

FAQ

General

Is it free to register on the platform?

As a customer, it’s 100% free to explore and book on the platform without any fees or memberships required.

Can I message or speak to the vendor before buying?

Yes, on each profile both on mobile and web you will find a ‘Start Chat Now’. Simply click on it and start asking questions if you have any. Vendors are quite responsive and should usually respond back swiftly.

What services do you offer?

Our marketplace caters to personal trainers, EMS and Gyms. By purchasing a subscription you will be able to gain access to a service or branch.

Are the services offered by MYFITAPE?

No, all vendors are independent parties that offer their brand services on our marketplace. We ensure the safe, secure and manageable bookings/subscriptions that are available

Does MYFITAPE have an App?

Yes, we have both an Android and IOS App which can be downloaded. Click here to download the IOS App and click here to download the Android app

How can I reach Customer Support?

We’re dedicated to our customers, we can be contacted through our Customer Support page. Click here to visit customer support page.

Bookings

Do you offer refunds?

Yes, so long as you have not taken your first session or visited the branch, you will have 24hrs before the start date to request a refund. For example, if today is the 1st and you have booked for the 4th of the month, then you will have to provide notice on the 2nd. All refunds will be issued within 7-10 working days back to the card that was originally used.

Is it safe and secure to book?

Yes, our platform is encrypted and secure. All payments, details are never shared with any 3rd party. You can read our full terms and conditions here: full terms and conditions here

How can I make a Booking?

Each profile has a booking slot made available, simply select the date, time and confirm the booking.

What happens after I book?

1) You will receive a notification email of your booking confirmation.
2) Your booking will now be available on the ‘My Bookings’ tab on the ‘My Account’ page.
3) Depending on the vendor, you will be contacted by their representative
4) You just show up to your workout, be sure to contact the vendor in case you have any questions or our support who would love to help

What happens if I have a change of plan?

If life gets in the way and there is a change of plan, please notify the vendor as soon as possible and ensure you give 24hrs notice to avoid missing your session. Once vendors know they will assist you in a rescheduling but 24hrs notice period is required.

Do I buy with any credits/points?

No, unlike other platforms we believe in keeping it simple and the booking process easy with your mind focused on training. Simply select a package/membership and complete your purchase with a debit or credit card.

I’ve purchased the wrong package, what should I do?

Do not worry, it happens. Sometimes you may book the wrong package, you can contact the vendor directly who will adjust your booking and offer you the refund. We’re also here to help you and ensure your booking gets adjusted.

What happens if I am unsatisfied with the service?

As a marketplace, we don’t offer the services directly and each individual vendor is responsible for the service that they offer. We offer a review system so you know what other customers have experienced and if you feel that your unhappy with the service and do not wish to continue, please get in touch with customer service and we will launch an investigation to better serve you.

I have not received a call from the vendor?

Once you have booked, please ensure you read any instructions on the booking. If someone hasn’t contacted you within 24-48hrs then please reach out to customer service who will assist you.

Subscriptions

How do subscriptions work?

Vendors offer subscription services where better pricing and convenience of payment is made available for both customers and vendors. All payments are made on a fixed date automatically so that you focus more on working out than the payments. Subscriptions have a minimum commitment period, some vendors offers monthly but the common is 3 months minimum.

How can I manage my subscriptions?

Subscriptions can be managed under the ‘My Subscriptions’ tab from the ‘My Account’ page. This has all the subscriptions that are available, it shows you subscriptions are active, inactive and when the next payment is. You have complete control and can pause or cancel anytime outside of your commitment period.

Can I cancel my subscriptions?

Yes, you can cancel or pause your subscriptions so long as you’re outside your commitment period.

What is a ‘commitment period’?

This is the agreed period of the subscription package. If you take a 3 month subscription then you will be committed for the 3 months, you will not be able to cancel prior to that time. You will however be able to still take your paid for sessions at a later date if you are unable to make it. In which case, please notify the vendor or customer support as soon as possible so that they can help you.

Can I pause my subscription?

Yes, if you’re outside of your commitment period then you will be able to pause your subscription. This can be done from the ‘My Subscription’ tab under ‘My Account’ page. Once you’re ready to activate the subscription again, you can resume it from the same page.

What are the benefits of subscriptions?

Subscriptions allow you to achieve your fitness goals since they require a commitment, most people opt in for a subscription as it allows them allow enough time to see the results (usually 3-4 months).

Subscriptions offer also better pricing, it’s common to see up to 15-20% off package prices when you commit as vendors offer the same level of commitment back.

Subscriptions are a transparent method of choose what is right for you, it takes care of auto-payments so you don’t forget to pay and miss a session/class but it also offers you complete management where you choose when to workout and when not to. You will also get auto-reminders of your next payment date and timings.

Can I have more than one subscription?

Yes, you can have as many as you want. For example, you can have a gym access membership and a personal trainer membership for your training.

I wanted to cancel but I forgot, can I get a refund?

Sure, if you are outside your commitment period and you have a rolling subscription then please contact the vendors or customer support within 24hrs notice. The refund will be issued back to the same card within 7-10 working days.

Personal Trainers

Are the personal trainers qualified?

Yes, all personal trainers are qualified with a minimum of Level 3 certification and beyond.

Are the personal trainers independent?

Yes, all trainers on the platform are independent. Some are part of a company and others are freelancers.

Can I choose between male or female trainers?

Yes, from the search option you can filter between male or female trainers.

Can the trainer visit my home?

Yes, the trainer can visit your home, different trainers have different distances that they can cover. Prior to booking, please confirm the details before booking. Additionally, some trainers bring equipment unless you have a home gym.

Do trainers offer gym access?

It depends, each trainer, personal training company has access to different gyms that are personal trainer friendly. There maybe an additional cost for the membership of the gym, this will need to be confirmed by the trainer.

Do personal trainers offer diet plans as part of the package?

This depends on their qualification, most trainers have certification as dietician but for the most part trainers will offer you some guidance in a diet plan. You can verify their certification prior to booking.

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