Frequently Asked Questions

Pricing Structure commencing 15th June 2018

• When will the new pricing structure be applied to my TruPlan?
• What are the latest updates?
• My Plan doesn’t renew until after the 15th of June, when will the new pricing apply to my account?
• How will this improve the booking flow?
• How will the top trainer badge be applied?
• Will there be an extra cost for venues?

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GETTING STARTED

• Where can I have a session?
• When can I have a session?
• How do I create an account/register?
• Can I use any password?
• How do I login?
• How do I book a session in one of your exclusive venues?

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BOOKING A SESSION

• Can I request a particular trainer?
• How do I make a direct request to a particular trainer?
• How do I make a general booking?
• How to create a repeat booking?
• What happens if there are no trainers available?

AMENDING A BOOKING

• Can I contact my Trainer directly?
• How can I change the time and date of my booking?

PREPARING FOR A SESSION

• How should I prepare for my workout?
• Can I train if I am injured/hurt?
• How much space do I need?
• Do I need to bring any equipment to my session?

PRICING AND PAYMENTS

• How do I pay for a session?
• Are my card details safe?
• Can I pay with PayPal?
• How to change card details
• I have run out of sessions, can I purchase a top-up session?
• How do I upgrade/downgrade my plan?

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TRUPLANS

• I've cancelled my plan and didn't manage to use all of my TruPlan sessions, can I carry them over?
• Is Massage included in my TruPlan/TruPack?
• How Massage work with my TruPlan/Pack?
• How do I subscribe to a TruPlan?
• What happens if I don't manage to use all of my TruPlan sessions within the month?

TRUPACKS

• What is the difference between TruPlans or TruPacks?
• What are TruPacks?

CANCELLATION POLICY

• How do I cancel a TruBe session?
• What happens if I need to cancel a confirmed booking?
• What is your refund policy?
• I did not enjoy the session with my trainer. How do I complain?
• How do I split or share payment of a session using the App?

OUR TRAINERS

• What qualifications do TruBe trainers have?
• How do you screen trainers?
• Do your trainers have insurance?
• How do I become a TruBe trainer?

REFERRAL CODES

• Do you have a referral scheme?
• How do I refer my friends?
• Do free sessions expire?
• I'm getting an error message telling me that a particular Referral Code is incorrect or cannot be used

OUR VENUES

• Can I train with any trainer?
• How do I pay for the venue?
• Why is there an extra charge to workout in a venue?
• How does TruBe select its venues?

GENERAL

• Is there a limit to how many sessions I can have a day?
• What should I wear for my Massage?
• Can I have a massage if I am injured or hurt?
• How much space do I need for a massage.
• Do I need to bring/provide any equipment for my massage?
• I did not enjoy the session with my therapist. I want to complain.

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GETTING IN TOUCH

• How do I give feedback on my session?
• How do I contact TruBe?

HELP

• I've cancelled my plan and didn't manage to use all of my TruPlan sessions, can I carry them over?
• I have received notification that some trainers have proposed. How do I confirm it?
• I can't see my session request and my proposals, even though I know I've sent it.
• How do I use my promo code?
• I booked a session in the park, but now it looks like it's going to rain. Can I cancel?