Trainerize

General Onboarding and Setup

• Account Creation: After signing up, you can immediately start configuring your Trainerize account. This includes setting up client profiles, creating training programs, adding nutrition plans, and integrating with other fitness and payment apps.
• Onboarding Support: Trainerize offers onboarding support, including up to four free onboarding calls with a specialist to guide you through setup and best practices.
• Automated Client Onboarding: You can automate steps for onboarding your own clients, such as sending welcome emails, scheduling consultations, and assigning programs.

Custom Branded App Implementation

If you choose a custom branded app (available with Studio or Pro plans), the process involves extra steps:

• Preparation: You’ll need to ensure your business is registered (such as having a DUNs number or LLC registration) and set up an Apple Developer Account. These are required for publishing your branded app on app stores and can take several weeks.
• Design and Submission: Trainerize will collaborate with you to design your app, collect branding materials, and submit the app to Apple and Google for approval.
• Approval and Publishing: The app is reviewed by Apple and Google. This process may require you to provide additional documentation, such as proof of business ownership or trademark. Trainerize supports you in addressing any issues that arise during this phase.

Trainerize is designed to be highly adaptable, allowing fitness professionals and businesses to tailor the platform to their unique needs. Here are the main ways the software can be customized:

Branding and App Customization

• Custom Branded Apps: Businesses can create their own branded mobile app with personalized icons, color schemes, splash screens, and app store listings. This is available on higher-tier plans and helps reinforce your business’s identity.
• Branding Tiers: There are different levels of branding, from basic (for solo trainers) to advanced (for studios and enterprises). Advanced options can include custom animations, badges, icon packs, and analytics.
• Custom Shortcuts and Links: Studio-level plans allow you to add custom shortcuts and links within the app, giving clients a more tailored experience.

Functional Customization

• API Access: Studio and Enterprise plans offer access to the Trainerize API, allowing integration with other business tools, custom workflows, and automation of processes such as onboarding or payment management.
• Add-Ons: You can expand functionality with add-ons for advanced nutrition coaching, integrated payments, video coaching, and more. Studios often have these included, while other plans can add them as needed.
• Automated Messaging & Workflows: The platform enables you to set up automated messages, onboarding flows, and scheduling to streamline operations and improve client engagement.
• On-Demand Content: Trainers can upload their own videos, offer on-demand classes, and create subscription-based services, all tailored to their business model.

Program and Client Customization

• Training Plans: Fully customizable training and nutrition plans can be created for individual clients or groups.
• Client Communication: Messaging, check-ins, and notifications can be personalized to fit your coaching style.

Trainerize’s pricing is mostly subscription-based, but there are a few additional costs to consider:

Subscription Fees

• Monthly Pricing: Fees range from around $5 per month for entry-level plans (1–2 clients) to $350 or more per month for Studio and Enterprise plans that support large numbers of clients.

Setup Fees

• Custom Branded App: For Pro plans, there is a one-time setup fee (typically $169 USD) for a custom branded app.
• Apple Developer Fee: If you want your custom app listed in the Apple App Store under your business name, you must pay Apple’s annual developer fee (currently $99 USD per year).
• No Standard Setup Fee: There is no setup fee for standard (non-branded) plans.

Add-On Costs

• Feature Add-Ons: Some features, such as advanced nutrition, payment processing, or video coaching, are included in Studio plans but may require additional monthly fees for Grow and Pro plans.

Maintenance and Support

• Maintenance: All platform maintenance and updates are included in the standard subscription.
• Support: Studio plans include dedicated onboarding support at no extra charge. Standard support is included for all users; there are no hidden maintenance fees.

Trainerize provides a comprehensive suite of training and support options to help new users get started and succeed:

• In-App Setup Guide: When new trainers or staff join, an interactive setup guide launches automatically. This guide walks users through the essential steps, tailored to their specific role or business type, and allows for hands-on practice with a demo client. The guide is always accessible for future reference.
• Help Center: Trainerize offers an extensive help center filled with articles, tutorials, and troubleshooting resources. These cover everything from basic onboarding to advanced features and integrations.
• Live Coaching and Webinars: Regular live training sessions and webinars are available, led by Trainerize experts. Topics include platform navigation, creating training programs, selling memberships, and more.
• Courses and Checklists: Trainerize Academy provides structured courses and practical checklists to help users master the platform and grow their business.
• Premium Support Services: Annual plan subscribers receive enhanced support, including a dedicated Customer Success Manager, personalized setup assistance, priority support, and access to exclusive webinars.
• User Community: Trainerize has an active user community where members can network, share ideas, and learn from each other’s experiences.

Trainerize employs multiple layers of security to ensure the safety and privacy of user and client data:

• Secure Cloud Hosting: The platform is hosted on a leading cloud provider with robust security protocols and compliance certifications. Data is stored securely in the cloud and is never downloaded to local devices.
• Encryption: All data transmitted between the app and the cloud is encrypted using secure protocols, protecting information from interception.
• Data Separation: Each business’s data is strictly partitioned, preventing access by other businesses or unauthorized users.
• Access Controls: Only authorized staff have access to sensitive data, and strict policies are in place to prevent unauthorized data export or misuse.
• Routine Security Audits: Regular audits are conducted to detect and address any potential vulnerabilities.
• User Privacy Rights: Users can access, correct, delete, or restrict processing of their personal information, following applicable privacy laws.
• Account Security Practices: Trainerize never requests sensitive information such as passwords or payment details via email, and users are encouraged to report any suspicious activity.

Trainerize is committed to keeping its platform current and reliable:

• Frequent Updates: The platform is regularly updated with new features, improvements, and bug fixes. These updates may include enhanced automation, new integrations, and user interface refinements.
• Automatic Delivery: Mobile app updates are delivered automatically if users have enabled this feature on their devices. Manual updates are also possible via app stores.
• User-Driven Improvements: Many updates are inspired by user feedback, ensuring the platform evolves to meet the needs of trainers and clients.
• Clear Communication: Trainerize keeps users informed about new features and changes through in-app notifications and regular announcements, helping users take advantage of the latest improvements.

Data Ownership:

• All content uploaded or created by users—such as client profiles, workout plans, and communication—remains the property of the user or business.
• Trainerize does not claim ownership of user-generated content. However, by using the platform, users grant Trainerize permission to use, process, and reproduce this content as necessary to provide the service.
• Trainerize may use aggregated or anonymized data for analysis or business purposes, but this data cannot be linked back to specific users or businesses.

Data Portability:

• Users have the right to request their personal data in a structured, commonly used, and machine-readable format, in line with relevant privacy laws.
• Basic client data (such as names, phone numbers, and trainer assignments) can be exported in CSV format directly from the platform.
• More detailed information, such as client workout history and progress stats, cannot be exported due to privacy and security policies.
• Workouts and training programs can be saved as PDF files for personal records, but cannot be transferred directly to other accounts or platforms.
• Users are responsible for backing up their own data, as Trainerize does not provide automatic data backup for user accounts.

Upgrading:

• Subscription plans can be upgraded at any time via the account settings. Upgrades take effect immediately, and the user is charged a prorated amount for the rest of the current billing cycle.
• When upgrading, users can choose a higher-tier plan based on the number of clients or features needed, and can add extra services or features as required.

Downgrading:

• Downgrades can be requested anytime, but take effect only at the end of the current billing cycle.
• Before downgrading, users must ensure their number of active clients fits within the new plan’s limits. Any extra clients must be deactivated or removed before the downgrade is processed.
• Trainerize does not issue refunds for unused time when downgrading or canceling a subscription.

Canceling or Moving to Free Plan:

• Users can cancel their paid subscription at any time and move to a free plan. The account will remain active on the free plan after the current billing period ends, with no further charges.
• Permanent account deletion is also available, but must be requested separately.

Contract Renewal:

• After the initial subscription period, Trainerize contracts automatically renew for either one month or twelve months, depending on your original subscription choice.
• Users are notified of any changes to the terms and conditions. If Trainerize amends the agreement, users have 30 days before the changes take effect to review and, if desired, terminate the contract without penalty. If the amendment increases user obligations or decreases Trainerize’s obligations, users have an additional 30 days after the changes take effect to terminate, again without penalty.
• Continued use of the platform after the notice period is considered acceptance of the new terms.

Cancellation:

• Users can cancel their account at any time through the platform’s account interface. Cancellation requests must be submitted via the online interface; email or phone requests may not be accepted.
• Fees are billed in advance and are non-refundable. There are no refunds for unused portions of the subscription period if a user cancels before the end of the billing cycle.
• Upon cancellation, users remain responsible for all charges accrued up to the cancellation date, including the full fee for the current subscription period.
• Trainerize may immediately delete the user’s account and content upon cancellation and is not obligated to retain or store data after cancellation.
• Trainerize also reserves the right to terminate the agreement at its discretion for any reason, including breach of terms, without cost or penalty to itself. The company may also modify, suspend, or discontinue the service at any time, with or without notice.
• If a user disagrees with any changes to the agreement, they may terminate their contract within the specified notice period without penalty.

General Security and Privacy:

• Trainerize is hosted on Amazon Web Services (AWS), which is recognized for high security standards and compliance certifications.
• All data transmission between the app and the cloud is encrypted.
• Access to production data is strictly limited to key personnel, and data does not leave AWS environments to prevent leaks.

HIPAA:

• Trainerize follows many best practices outlined by HIPAA (the U.S. Health Insurance Portability and Accountability Act) regarding privacy and security. However, Trainerize does not sign Business Associate Agreements (BAAs) and does not claim full HIPAA compliance. This is because most of its user base does not fall under HIPAA’s covered entities.
• If HIPAA compliance is a requirement for your business, Trainerize recommends seeking legal advice or considering a platform that specifically supports HIPAA compliance.

Data Privacy and Availability:

• Trainerize maintains strict data separation between businesses, ensuring that one business cannot access another’s data.
• The company conducts regular security audits and maintains high availability through AWS’s fault-tolerant infrastructure and 24/7 managed hosting support.