Get Answers to All Frequently Asked Questions About FITREP

Train with FITREP

Train with FITREP

FITREP helps you stay committed to your fitness goals, and achieve your desired results.

Find the right fit for your training and lifestyle needs with a roster of the best personal trainers across Toronto, specialized workouts, and multiple scheduling options at your disposal.

Address

17 Atlantic Ave.

Toronto, ON, M6K 3E7 Canada

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FAQ

Find everything there is to know about using the app for both users and trainers.

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Can’t find the answer you’re looking for?

Send us a message at support@fitrep.io

Using FITREP

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How old do I have to be to use FITREP?

You must be at least 18 years of age or older to use FITREP.

 

How do I create an account?

To create an account, simply sign up on the app using your e-mail. Use a password that is at least 8 characters long and contains numbers and letters.

 

How do I edit my profile?

You can edit your profile at any time. Simply click “Edit Profile” in the Profile tab and update your information in the fields provided.

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How do I make my first booking?

Make sure your location finding services is on, and set a location to find trainers who will train you at your provided location, or to find nearby trainers who provide services from their location. Simply select a trainer, training style, time, and workout location that works best for you. After completing the payment process, your training request will be sent to your chosen trainer. You’ll receive a response within 8 hrs whether your trainer has accepted or declined your request. You are required to book 24 hours before your chosen session date.

 

Can I request a specific trainer?

You’ll primarily find trainers based on your set location. From the list of trainers, you can filter them based on your preferred training style and budget.

 

Who are the trainers?

FITREP works with some of the top personal trainers in Toronto with a wide range of specialties and expertise.

 

What qualifications do FITREP trainers have?

Our trainers are all officially certified. They go through a thorough vetting process, and are carefully screened to ensure their information and certifications are valid and up to date.

 

What happens if there are no trainers available?

It’s rare, but it does happen. Sometimes there are no trainers available in your area or during your preferred time slot. Keep checking back, or search for new time slots and dates.

 

How can I reschedule the time and date of my booking?

To reschedule, simply select your upcoming sessions; click “Manage Session” and choose “Reschedule Session”. Then, request a new date and/or time with your trainer. You will receive a notification confirming your new session once your trainer has approved the request. You can reschedule within 24 hours of your scheduled training session with no penalty.

 

How do I cancel my booking?

You can cancel your booking within 24 hours for a full refund. Within 12 hours of your scheduled session, you will be charged partially (50%) for a cancelled session. Last-minute cancellations within two hours of your scheduled session will result in your account being billed for the full amount. Keep in mind, this is for cancellations only – you can request to reschedule your training session within 24 hours of your session free of charge. To cancel, tap on the session you wish to cancel, click “Manage Session” and choose “Cancel Session”. You will receive an e-mail notification confirming the cancellation.

 

Where do the workouts happen?

Set your location based on where you want to train — whether it’s at home, your condo gym, or your office, or your favourite neighbourhood park. Alternatively, you may also choose to train at your preferred trainer’s provided location.

 

What happens if my trainer does not show up?

FITREP will not bill you if your trainer is a no-show. If your trainer fails to show up to your scheduled session, simply select the ongoing session in the app, and click on the “Report” button beside “Trainer no show?”.

 

How do I prepare for my workout?

You won’t need to bring anything other than a towel and water. Our trainers are equipped with the appropriate equipment for your choice of workout.

 

Can I train if I am injured or hurt?

We ask that you do not schedule a training session if you are recovering from a serious health issue or injury. If you have past injuries or health concerns you want your trainer to be aware of, please make sure to indicate them upon making a booking request.

 

How can I contact my trainer?

Contacting trainers through the app is easy. Once the trainer approves your booking request, a Contact button will be available on their profile that allows you to directly call them if you are to have any questions/concerns prior to your training session.

 

How do I rate my trainer?

As soon as your session ends, an e-mail notification and in-app message will appear asking you to rate your trainer. Please take the time to give your trainer a star rating, as well as any comments you might have about your session.

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How much does a session cost?

The price per session largely depends on your trainer. During your booking process, the app will tell you how much your training session will cost. You will not be charged before booking.

 

How do I pay for sessions?

FITREP is designed to be an entirely cashless experience. You can use any major credit card to pay for your training sessions.

 

Are my in-app payments safe?

Yes. We never use your personal information for anything other than paying your trainer.

 

What should I do if someone asks me to pay outside of the FITREP app?

FITREP will never ask you to pay the cost of a booking off-site or through e-mail. If a Trainer on the FITREP app asks you to pay off-site or off-app, please report it to us by e-mail. Offline or cash payments are a violation of our Terms of Service, and can result in removal from FITREP.

If you receive a personal email from anyone (including an automated@fitrep.io or any other username@fitrep.io e-mail address) asking you to pay or accept payment off-site, DO NOT REPLY. Please let us know immediately.

 

Can I book a session with my friends?

Unfortunately, this feature is not yet available. (Stay tuned!)

 

How do I view my receipt?

Your receipt will be e-mailed to you after each session.

 

I’m not receiving receipts.

Please ensure your email is up to date and contact customer support.

 

I have a problem with my bill – who do I contact?

Please contact customer support. Our representatives will be happy to assist you with any billing issues.

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Purchasing a Package

Book multiple workouts with your chosen trainer and save more in the process by availing a training package of 4, 8, or 12 sessions.

 

Cancelling a Package

At any time before you complete your first session in a given package, you may cancel the package and FITREP will refund you the entire cost of the package. After you complete your first session in a given package, that package is no longer refundable.

 

Cancelling a Session in a Package

You may cancel, without charge, a booked session provided that you cancel at least 12 hours in advance of the scheduled start time of the session. If you cancel a booked session within 12 hours of the scheduled start time, your account will be charged for one session.

 

Rescheduling a Session in a Package

You may reschedule a booked session by providing notice at least 24 hours in advance of the scheduled start time. If your Fitness Professional accepts your rescheduling request, the session will be rescheduled accordingly. If your Fitness Professional is unable to accept your rescheduling request, the session remains as originally booked and you may elect to cancel the session in accordance with our cancellation policy.

FITREP Trainers

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What are the FITREP trainer requirements?

You must be at least 18 years of age or older and have an Android or iPhone. You must also have a personal training certification and insurance that is up to date. As part of our approval process, you’ll undergo a certification check, an insurance check, plus a background check.

 

How do I become a FITREP Trainer?

To create a Trainer Account, on the app select “I’m A Trainer” and sign up using your e-mail. Use a password that is at least 8 characters long and contains numbers and letters. You will receive an e-mail asking you to provide your professional information – including electronic copies of up-to-date certifications and your insurance papers via e-mail.

It takes 2-4 business days for our team to screen trainers. You will receive an e-mail notification letting you know when you are officially on board. Congratulations, you can now begin finding and training new clients through FITREP!

 

How do I edit my profile?

Your profile is how clients can find you. Go to Profile and select “Edit Profile” to ensure the information is correct and up to date.

Some parts of your profile, such as your credentials will not be editable. You must contact customer support to make updates in these fields.

 

How do I select my training locations?

Ensure that you’ve set the location at which you’re willing to accept clients at, and the radius you’re willing to travel for your clients. These will appear on our interactive map for potential clients.

Make sure that your training location and available time slots are up to date, so that they show up on the map for potential clients. If you only travel, and are not willing to accept clients at the location you’ve set, it will only serve as a starting point for the radius calculation, but will not be visible to potential clients.

 

How do I see my rating and reviews?

Under your profile, you should be able to see your star-rating out of five and your client reviews.

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How do I get bookings through the app?

You will be notified via e-mail and a push notification for any booking requests. You have up to 8 hours to respond. A trainer can do one of these four things following a booking request:


Approve the request: once you confirm the training request, the client will be notified that the session is confirmed.

Decline the request: if you decline a request, no amount will be charged against the client.

Approve a reschedule request: if a client chooses to reschedule a session, you have up to 8 hours to approve the request.

No response within 8 hours: if you don’t respond within 8 hours, the session will expire.

 

How do I see my bookings?

You will receive a notification via e-mail and push notification once a user has booked a session with you. It will tell you where, when, and who you are training. Click on the “Sessions” tab to view your upcoming and past sessions.

 

How do I cancel a booking?

You can always cancel any client booking with no penalty. Keep in mind, however, that incurring more than three last-minute cancellations can affect your rating as a trainer.

To cancel, simply click “Cancel Session” and select your reasons for canceling next to your confirmed bookings. You will receive an e-mail notification to confirm the cancellation.

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How do I set my rate?

You can set your session rate by clicking on “Rate” on your Dashboard, and indicating your hourly rate.

 

How do I get paid?

Money is deposited into your account each week automatically. You must provide your “Debit Account Information” email address (e-transfer) or Direct Deposit Details upon sign-up in order to receive payments.

 

How do I track my payments?

Details of payments will be e-mailed to you after each session.

 

I’m not receiving payments.

Please contact customer support. Our representatives will be happy to assist you with any billing issues.

 

Do I need to pay taxes as Trainer?

As an independent contractor, you’re required to report your income for the year and assess applicable taxes. FITREP cannot provide tax advice. A qualified tax professional or service can help make sure your taxes are filed correctly.

 

What is my Annual Tax Summary?

Your annual Tax Summary shows your total earnings and other information needed to file your taxes. While this is not an official tax document and FITREP cannot provide tax advice, it may help you and your preferred tax professional to file your taxes.

 

What is the difference between an Annual Tax Summary and a T4/T5?

All FITREP Trainers are independent contractors. You will not receive a T4 for your earnings with FITREP. Monthly and annual tax summaries are available on your FITREP profile to help you and your preferred tax advisor file your taxes. While this is not an official tax document and FITREP cannot provide tax advice, it provides your total earnings and other information needed to file your taxes.