Terms of Use

Part A. Everyone

1. Who we are and who these Terms are for

Trainerhood is operated by RIPPD FIT PTY LTD (ABN 36 690 842 043, ACN 690 842 043), an Australian company, trading as Trainerhood ("Trainerhood", "we", "us"). The same company also runs Rippd Fit, a training studio in Parramatta that uses Trainerhood.

These Terms are for two kinds of users:

Gyms: gyms, personal training studios and coaches that sign up to Trainerhood to run their business, and the owners and staff who use it for them. We say "you" to a gym in Part B.
Members: the clients and members of a gym who use the gym's app or client portal. We say "you" to a member in Part C.

2. Agreement

By creating an account or using the Service, you agree to these Terms and to our Privacy Policy. If you are using the Service on behalf of a business, you agree on its behalf and confirm you are authorised to do so.

3. The Service

Trainerhood is software that helps gyms and coaches program training and nutrition, message and track clients, take bookings and payments, run forms and health screening, make and receive phone calls, manage social media and enquiries, use AI assistants, and offer a member app in their own branding. We may add, change or remove features to improve the Service.

Some features depend on approval from other companies, such as Meta, LinkedIn and Google, and are available only once that approval is given. We will not describe a feature as available before it is.

4. Accounts and eligibility

Gym owners and staff must be at least 18 and provide accurate information.
Members: a gym sets up a member's account. A member under 18 may use a gym's app only with a parent or guardian's permission, which the gym is responsible for obtaining.
You are responsible for your account, your login details and everything done under your account. Tell us promptly at legal@trainerhood.com if you think someone has used it without permission.

Part B. Gyms

5. Your gym and your members

If you use Trainerhood to coach or manage members, you are responsible for your relationship with them, for the advice and services you give, and for obtaining any consents needed to collect and use their information. Trainerhood is a tool; the coaching is yours.

You are also responsible for your staff's use of Trainerhood, for the permissions you give each of them, and for removing access when someone leaves.

6. Plans, payments and usage charges

Paid plans are billed in advance on a recurring basis until cancelled. Prices are in Australian dollars.
We do not take any commission on payments your clients make to you.
Usage charges. Some features cost money each time they are used, such as phone calls, call recording and AI call minutes, and these charges appear on your invoice.
Your own accounts with other providers. If you connect your own account with a provider such as Stripe, Resend or ElevenLabs, that provider bills you directly under its own terms.
Price changes. We will give you at least 30 days' notice of a change to your plan price.
You can cancel at any time; see section 18.

7. AI features and AI agents

Some features use AI to draft programs, nutrition plans, messages, replies, posts and call conversations, and, if you choose, to send replies and hold phone calls for your gym.

Your responsibility. AI output is a starting point. You must review drafts before using them with members. If you choose to let the AI send replies on a channel, you remain responsible for every message and call made in your gym's name, whether a person or the AI wrote it. AI suggestions are not medical advice.

Your settings. You decide, for each channel, whether the AI is off, drafts replies for your approval, or sends replies itself. You can change this or pause the AI at any time. For Google reviews, switching on automatic replies is your specific and express permission for Trainerhood to reply to your reviews for you, which Google's Business Profile policies require.

What stays fixed. To protect the people your gym talks to, some safeguards are built in and cannot be switched off:

Messages about pain, injury, medical conditions, medication or distress are passed to a person rather than answered by the AI.
The AI never replies automatically to a 1, 2 or 3 star Google review.

Safeguards you control. Other safeguards depend on your settings or on you:

On phone calls answered by the AI, your gym sets the AI's opening words, and you must make sure they say it is an AI assistant and not a person.
In Facebook and Instagram direct messages, the AI sends a reply itself only when you switch that on, and otherwise drafts the reply for your approval.
By default, questions about prices are passed to a person rather than answered by the AI.
The AI starts a conversation only with your own members, and only through automations you switch on, such as messages to members who have been inactive.

You must not use the AI, or instruct it, to:

say or suggest it is a person when someone asks whether they are talking to a person, or on a phone call;
give medical advice, a diagnosis or a treatment plan, or clear someone to exercise;
make claims about results, prices, offers or qualifications that are not true or that you cannot back up;
pressure, mislead or harass anyone;
contact anyone who has asked you to stop.

Custom voices. You may create a custom AI voice only from a recording of someone who has given you written permission to use their voice for this purpose. You must never create a voice that imitates someone who has not agreed.

Pausing the AI. We may pause AI features for your gym, without notice if necessary, if we reasonably believe they are being used in breach of these Terms, the law, or a platform's rules, or to protect the people your gym is talking to. We will tell you why as soon as we can.

Costs. Some AI features carry usage charges (section 6).

Only accounts you control. You may connect a Facebook Page, Instagram professional account, LinkedIn Page or profile, Google Business Profile, YouTube channel or WhatsApp number only if it belongs to your gym, or you are authorised to manage it for the owner.

Their rules apply too. When you connect an account, you must also follow that platform's terms and policies, including Meta's Terms and Community Standards, the LinkedIn User Agreement, Google Business Profile policies and the YouTube Terms of Service. By connecting a YouTube channel or using Trainerhood's YouTube features, you agree to be bound by the YouTube Terms of Service. If a platform changes, limits or withdraws access, some features may stop working. We are not responsible for a platform's decisions, outages or changes, but we will tell you when they affect you.

What we do with your connection. We use your connection only to provide the features you use: publishing your posts, showing messages, comments and reviews in your inbox, sending your replies, and receiving your ad leads. The Privacy Policy explains what we receive from each platform.

You must not use Trainerhood to:

post content you do not have the right to use;
send bulk or unsolicited messages, or buy or sell followers, likes or reviews;
write or pay for fake reviews, offer rewards only for positive reviews, or ask only happy customers to leave reviews;
collect or copy information about people from social networks beyond what the platform provides through your connection.

Disconnecting. You can disconnect an account at any time. To stop the platform sending us new data, also remove Trainerhood's access in that platform's own settings.

You are responsible for consent. Before you, your staff or Trainerhood's features (including the AI) call, text, email or message anyone on your gym's behalf, you must have any consent the law requires, and you must follow the law on how that contact happens. That includes the Spam Act 2003, the Do Not Call Register Act 2006, the Telecommunications (Telemarketing and Research Calls) Industry Standard 2017, the Privacy Act 1988 and any state laws that apply to you.

Our safeguards help, but do not replace your obligations. Trainerhood adds an unsubscribe link to the marketing emails it sends for you. Safeguards like this reduce risk. They do not make your gym's marketing lawful on their own.

You must:

use consent boxes that are unticked by default, separate for enquiry follow-up and for marketing;
add a consent tickbox to any Facebook, Instagram, Google or LinkedIn lead form you want Trainerhood to follow up automatically;
identify your gym in every message and include a working way to unsubscribe from marketing that costs nothing beyond a normal text, needs no sign-in or extra details, and keeps working for at least 30 days after the message is sent;
honour every request to stop, on every channel, straight away and never later than 5 business days;
make calls only within permitted calling hours, and only to people you are allowed to call.

You must not:

upload or import lists you bought, rented or copied, or people who did not agree to hear from you;
tick consent boxes on someone's behalf, or tell Trainerhood someone agreed when they did not;
ask the AI or any automated feature to contact someone who has not agreed.

Imported contacts. When you import people into Trainerhood, you must be allowed to contact them, and any message you, your staff or your automations send them is your responsibility.

Calls placed through Trainerhood. You must comply with the Do Not Call Register Act 2006 and the Telemarketing Industry Standard for every call made through Trainerhood on your gym's behalf, including calls made by the AI assistant.

10. Phone calls and call recording

Recording notice. If you record incoming calls, Trainerhood tells callers at the start of the call that it is recorded, gives them a way to say no, and does not record them when they do. For callers in the ACT, and for callers whose location is unknown unless you turn off the stricter setting, it asks for a yes first. If you record outgoing calls, the person you call is told the call is recorded, and calls to ACT numbers are not recorded.
Your own announcement. If you write your own recording announcement, it must still tell callers the call is recorded and how to say no, and you are responsible for its wording.
Your responsibility. You are responsible for following the recording and privacy laws that apply to your gym and your callers, for telling your staff that calls may be recorded, and for mentioning call recording in your own privacy policy.
Emergency calls. Trainerhood's phone features are not a replacement for a standard phone service and cannot be used to call emergency services (000).
Your numbers. Phone numbers provided through Trainerhood are held for your gym.

11. Health screening and health information

Trainerhood's health screening forms and templates are tools. You are responsible for deciding whether someone is ready to train, for reviewing any "yes" answers, for obtaining any medical clearance you need, and for the advice you give.
Templates for legal documents, such as waivers and membership agreements, are starting points only and have not been reviewed by a lawyer for your gym. Always have your own lawyer check the documents you use.
You must limit access to members' health information to staff who need it to work with that member.
Health readings from phones and smart scales are estimates for fitness guidance, not medical measurements.

12. Your privacy obligations, and how we handle your members' information

Your obligations. Because your gym collects personal and health information, you must have your own privacy policy, give people a collection notice when you collect their information, and handle requests to access, correct or delete it. Before you publish promotions or sign-up pages through Trainerhood, you must give us your legal name, ABN, state and a link to your privacy policy.

How we handle your members' information. When we handle personal information for your gym, we:

use it only to provide the Service to you, and never sell it or share it with other gyms;
keep it separate from other gyms' data;
use only the service providers listed in our Privacy Policy, and tell you about significant changes to that list;
help you respond to requests from people to access, correct or delete their information;
tell you without undue delay if we become aware of a data breach affecting your gym's information, and work with you on any notification the law requires;
let you export your data, and delete it when you close your account (section 15).

Part C. Members

13. Using your gym's app

Your gym is your provider. Your coaching, membership, bookings and payments are between you and your gym. Trainerhood provides the app your gym uses. If you have a question about your program, a booking or a payment, ask your gym.
Messages from your coach. Your gym may use AI to help write replies to your messages, which are sent in your coach's name. Messages about pain, injury, medical questions or how you are feeling are passed to a person. If you would rather only hear from a person, ask your gym.
Health information. You choose whether to connect Apple Health, Health Connect, a smart scale or Withings, and you can disconnect at any time in your phone's settings. Readings are estimates for fitness guidance, not medical measurements. Tell your coach and a health professional if something does not feel right.
Your content. You keep ownership of the photos, messages and other content you add. You give your gym and us permission to store and use it to provide the Service to you.
Your account. Keep your login to yourself. You can ask to delete your account at any time; see the Privacy Policy at trainerhood.com/privacy#account-deletion.
App stores. If you downloaded the app from the Apple App Store or Google Play, their terms also apply to your download.

Part D. Everyone

14. Acceptable use

Do not misuse the Service: no illegal, harmful, infringing or deceptive activity; no attempts to break security or scrape the Service; and no uploading of content you do not have the right to use. In addition, do not:

use the Service to harass, threaten or discriminate against anyone;
impersonate a person or a business, or use a voice, name or photo without permission;
upload malware, or try to access another gym's data;
use the Service to send spam or to contact people who have not agreed (section 9);
use AI features in the ways section 7 prohibits.

We may suspend accounts that breach these Terms.

15. Intellectual property and your data

Trainerhood and its software are owned by us. Your content and your clients' data remain yours. You grant us only the licence needed to operate the Service for you.

Export and deletion. You can ask us to export or delete your data at any time.

When a gym closes its account. Your data stays available for you to export for 30 days after your account closes, and is then deleted within a further 30 days, except records we must keep by law, such as billing records.

Printed QR codes. QR codes made from Trainerhood tracked links keep redirecting to a page you choose for 12 months after you leave, then to a page saying your gym has moved, but QR codes that point straight at a web address cannot be redirected.

Feedback. If you send us ideas or feedback, we may use them without any obligation to you.

16. Other services we rely on

The Service uses other companies' services, such as hosting, phone and text carriers, email delivery, AI providers, payment processors and social networks. The Privacy Policy lists them. We choose them carefully, but we are not responsible for outages or changes they make that are outside our reasonable control. Your use of any account you connect directly with such a company is also governed by that company's terms.

Data brought in from another platform. If you import data from another platform, you confirm you are allowed to move that data. The import is a one-time transfer; after it, Trainerhood does not rely on the other platform.

17. Disclaimers and liability

The Service is provided "as is". Trainerhood does not provide medical advice and is not a substitute for professional care; users should consult a qualified health professional before starting any exercise or nutrition program.

To the extent permitted by law, our liability is limited to the fees you paid us in the 12 months before the claim, and we are not liable for indirect or consequential loss.

Nothing in these Terms limits rights you have under the Australian Consumer Law that cannot be excluded.

18. Suspension and cancellation

Gyms can cancel any time, with no lock-in. On cancellation, paid features end at the close of the current billing period, and you can export your data beforehand.

We may suspend or close an account if it breaches these Terms, if payment is overdue, if the law requires it, or to protect people or the Service. Except in urgent cases, we will tell you first and give you a reasonable chance to fix the problem.

Members can stop using the app at any time and ask for their account to be deleted (section 13).

19. Changes to these Terms

We may update these Terms as the Service changes. We will show the date of the latest version at the top, and for significant changes we will tell gyms by email or in the portal at least 30 days before they take effect. If you keep using the Service after that, the new Terms apply. If you do not agree, you can cancel before they take effect.

20. Governing law and contact

These Terms are governed by the laws of New South Wales, Australia, and you and we submit to the courts of New South Wales.

Questions? Email legal@trainerhood.com.

Trainerhood is operated by RIPPD FIT PTY LTD, ABN 36 690 842 043.