FAQ For Trainers

1. What is SparkFit?

SparkFit is a fitness marketplace where users can search and view trainers and engage with them for personal training or fitness classes. SparkFit helps trainers with marketing and branding, promoting their training and classes, payment collection for trainers, and more. 

2. How does SparkFit work?

Fitness professionals create profiles and share details about their personal training packages as well as fitness classes. Users can search for fitness trainers and fitness classes across all fitness categories available on the site, chat with the trainers and engage with them for personal training, book their personal training sessions and pay for it online, or purchase tickets to fitness classes.

3. Which locations is SparkFit available?

SparkFit is available all across Malaysia, and we are working hard to get more trainers on board across all states and cities.

4. How can I create a trainer profile on SparkFit?

It’s easy, please go to our “Join as trainer” page, select any of the packages that fits you, and add your profile details. Once we receive your details, we will review them within 2 working days and get in touch with you to confirm the details. Once all the details are set, your profile as well as your personal training or class details will be published online.

5. Do I need to provide the training space?

Providing training space is optional. We recommend you give more details about training space in your profile or package descriptions. It is good to discuss the training space with the trainee in the early discussions, as different trainees will have different preferences on location and training space. 

6. How does SparkFit help with payment collection?

We have enabled online payment on our site which trainees will use to pay for personal training sessions or fitness classes. We will collect the fees for you and bank them to your account. This will save trainers time and hassle and one less thing to worry about.

7. The trainee is asking to pay the training cost in cash and not through SparkFit, should I accept?

We don’t recommend offline payments as SparkFit provides online payment collection service to trainers to bring more convenience to trainers. Also when a trainee makes payments through our platform we will add those trainees to your list of trainees and help you to keep track of your appointments and automatically block your schedule.

8. Are there any charges for using the online payment for my training sessions?

SparkFit charge 20% transaction fee for every successful training package purchased through SparkFit.

9. How long does it take to bank in the fees to my account?

All payments are cleared and banked into your account every month. You will receive the payments along with a report email. The payments will be made only for classes that have taken place or personal training sessions that have been conducted. Any purchases made by trainees for a future date will not be banked into your account until the date that the class or personal training is conducted. This will make it easier to manage refunds to trainees in case trainers cancel any training sessions or classes.

10. What happens if I cancel a personal training session or a fitness class

If a trainer cancels a personal training session or a fitness class, the amount paid by the trainee will be refunded to them for that session or class. If the trainee has paid for more than one personal training session, the trainee will be refunded for the canceled session and the rest of the sessions should be conducted according to the booked date and time.

11. My work schedules have changed, how do I adjust my work calendar in SparkFit?

Please visit SparkFit.com.my and visit the “Trainer Panel” page, and go to the “My Profile” section. You can adjust your working schedule under the “Working Hours” tab or “Days off” tab. These changes will reflect on your profile and will be visible to trainees.

12. Is there any limit to the number of times I can cancel my classes or personal training sessions?

If a trainer cancels their session frequently and the trainee is unhappy about the frequent cancellation, trainees can request SparkFit to cancel the remaining training sessions and get a refund for the sessions that have not been conducted yet. Please note that this can lead to negative ratings and reviews on your profile by trainees.

13. I am not comfortable with the trainee as I find their behavior out of acceptable norm, what should I do?

SparkFit has a zero tolerance policy against behaviors that are considered sexual abuse, seductive, harassment, grooming, and any other behaviors that can suggest similar behaviors have taken place. In case you face such or similar behaviors please contact SparkFit and we will investigate the matter. If we conclude that such behavior has taken place, we will take actions according to our Terms of Use which can lead to termination of the trainee’s account.

14. Can I upgrade or downgrade my subscription anytime?

Yes you can, but we recommend you upgrade or downgrade at the end of your billing cycle. Based on the current billing system, if you upgrade or downgrade in middle of the billing cycle, you will be charged for the new subscription at full amount and your paid fees for the previous subscription would not be refunded on a prorated basis. We recommend that you upgrade or downgrade on the last day of your billing cycle.

In order to upgrade or downgrade, Please click on “our plans” in the “My Subscription” page to see the subscription packages and their details.

15. Can I edit my profile, personal training, and class details?

Yes you can. Some details can be edited by trainers by visiting the “My Profile & Classes” section. In the edit page you can see that some details are editable which you can edit and submit for immediate update. Some details are not editable directly such as price and location as it requires us to make changes to our payment collection system, and you can submit your request change through the “Request Change” form, which will take up to 6 working hours to be updated. 

16. Who can rate me and leave a review? How does SparkFit moderate the ratings & reviews?

Only trainees who have purchased a class or personal training, or engaged with the trainer through SparkFit are allowed to rate and review trainers. This is to ensure the ratings and reviews are genuine.

SparkFit will block any review which has foul language, signs of sabotage, includes malicious links, spams, or includes sexual content.

Every review will be moderated and only if they pass the mentioned criterias they will be published. This is to protect trainers and trainees, and to avoid any abuse.

17. In case of movement control limitations announced by the government, what happens to my trainings?

For personal training, trainers should either reschedule the sessions or offer an online training and align with the trainee. In case the trainer cancels the session and inform SparkFit, the trainee will be refunded for that session.

For classes, trainers can either cancel or conduct the class online and inform the trainees. In case of cancellation the trainees will be fully refunded.

18. Can I enable instalment payment on my personal training packages?

Instalment option is enabled on any personal training package including more than 1 session.

19. Does client have an option to not take instalments?

Yes, for packages which instalment option is available, clients can choose to either pay by instalment, or pay the full amount upfront.

20. If the client stops showing up for trainings or they default on instalments, what happens?

Following our existing policy, SparkFit has a no refund or cancellation policy. If a client defaults on their instalments, we will still pay the trainer in full amount. If a client stops attending sessions and trainer has not agreed and consented to cancel the trainings, the trainer will still be paid in full amount.

21. How does the instalment process work?

When then client checkout with selecting the instalment payment option, a WhatsApp message will be sent to them with a link to fill in their credit card / debit card and personal details. Once all their details are verified in real time and they pass the requirements, their payment will be complete.

22. Which clients are eligible for the instalment payment?

  1. Above the age of 18
  2. Card expiry has to be more than 6 months
  3. Debit / Credit card must have sufficient amount for first instalments
  4. Card used must be Visa or Mastercard
  5. Prepaid cards are not accepted
  6. Every client has a limit of RM 3,000 for instalments. If you purchase a package which is more than RM 3,000, the extra amount above RM 3,000 will need to be paid with the first payment.

FAQ for Trainees

1. What is SparkFit

SparkFit is a fitness marketplace where users can search and view trainers and engage with them for personal training or attend their classes. SparkFit covers a wide range of fitness categories. Users can find trainers, personal training packages, fitness classes, book & pay for their training sessions online and, its that easy.

2. Which locations is SparkFit available?

SparkFit is available all across Malaysia. If you don’t see any trainers or events in your area, don’t worry, we are working around the clock to get the trainers onboard in your area, stay tuned. Sign up and we will update you through our newsletters on the new trainers and the areas they are available.

3. Do I need to bring my own training equipment or space?

Some of the trainers do provide the training equipment and space and some don’t, trainers will highlight equipment required in the personal training or class pages. If you were unsure about it, we suggest that you chat with your trainer through the SparkChat function on their trainers profile, Personal Training page, and the class page.

4. Trainer is asking to pay the training cost in cash and not through SparkFit, should I accept?

We don’t recommend offline payments as SparkFit provides online payment collection service to bring more convenience to trainers and trainees. Once you pay online you will receive an invoice with a confirmation of the appointment and we will block the trainers schedule for you. If payment is made offline you will not receive these benefits and it will be difficult for us to manage any dispute between trainers and trainees.

5. I am not happy with the trainer and I wish to cancel my package, what should I do?

Please contact our customer service team. We will assess the matter based on the details provided. Our customer service team can be reached at info@sparkfit.com.my.

6. Do I need to sign up or login to use SparkFit?

You can browse SparkFit and view all trainer profiles, classes and events without logging in, you would need to sign up or login if you want to send a chat message to the trainers or shortlist a trainer, or book a personal training session, or purchase tickets to classes. Simply click on the “Register” button to sign up for a new account or on the “Sign in” button to login to your account.

7. What are the payment methods available?

Users can pay for the classes and personal training sessions through the SparkFit site using credit cards and debit cards.

8. Is it safe to make payment through the website?

Yes, our website is integrated with payment gateway service providers in Malaysia which are compliant with the security measures required in order to have the permissions to operate. We will not be storing any data related to your credit cards on our site for security reasons, and your credit card data will be only processed by the payment gateway.

9. What is the cost of the fitness classes?

Trainers set their own price for their fitness classes. The price per session is shown in the class details along with the details of date and location of the class.

10. Can I cancel my class tickets or personal training session and get a refund?

SparkFit has a “no cancellation” and “no refund” policy, and any re-scheduling for personal training is only at the discretion of the trainers. This means once you have purchased the tickets to a class or booked a personal training session, it can’t be cancelled or refunded as it will impact our trainers schedules and class management.

Any re-scheduling approval is at the discretion of trainers and no training can be re-scheduled within 24 hours of the training.

11. I am late to the training session, what happens now?

If you are late to your personal training or a fitness class, there will be no refund or rescheduling options available. You can attend the class or personal training session for the remaining time left of the session according to the time schedule planned. This is to ensure the next trainees who have a session planned after yours can start their session on time.

For personal training sessions or classes, please be available at the location 15 minutes before the start of the session.

12. How do you assess the quality of the trainers?

All trainer details will be verified before creating their profile on SparkFit. In case of qualifications and certificates, we would require the trainers to provide the necessary documents or evidence of the certification. We constantly get feedback from trainees and in case of any reports on misconduct or quality issues, we will take the necessary actions.

13. What happens if I get injured during training or classes?

SparkFit and the trainers are not responsible or liable for any injuries picked up or worsened during the training, classes, or any activities with SparkFit, SparkFit related events, classes, personal training sessions. Trainees are responsible for the assessment of their health and will be attending the events, classes, personal training sessions related to SparkFit and its trainers at their own risk. We always recommend that you do share with your trainer in case you have any injuries.

14. What happens if the training session or class can’t go on due to rain, storm, or any urgent reason?

In case the training class or personal training session venue is outdoors, and there is heavy rain or storm, the trainers can decide to continue, re-schedule or cancel the training session. If the training session is cancelled the fees will be refunded to trainees. If the trainers and trainees agree on a re-schedule, the trainer will change the class or training dates and trainees will receive a confirmation email.

15. What happens if the class or personal training gets canceled by the trainer?

If the class gets canceled, the trainer will inform SparkFit and an cancellation notice will be sent to you via email or WhatsApp and the class or personal training fees will be refunded to you.

16. What happens if the trainer keeps cancelling or rescheduling the training sessions?

If a trainer cancels or reschedules their session frequently and the trainee is unhappy about the frequent cancellation, trainees can request SparkFit to cancel the remaining training sessions and get a refund for the sessions that have not been conducted yet.

17. I am not comfortable with the trainer as I find their behavior out of acceptable norm, what should I do?

SparkFit has a zero tolerance policy against behaviors that are considered sexual abuse, seductive, harassment, grooming, and any other behaviors that can suggest similar behaviors have taken place. In case you face such or similar behaviors please contact SparkFit and we will investigate the matter. If we conclude that such behavior has taken place, we will take actions according to our Terms of Use which can lead to termination of the trainer’s account.

18. In case of movement control limitations announced by the government, what happens to my trainings?

For personal training, trainers should either reschedule the sessions or offer an online training and align with the trainee. In case the trainer cancels the session and inform SparkFit, the trainee will be refunded for that session.

For classes, trainers can either cancel or conduct the class online and inform the trainees. In case of cancellation the trainees will be fully refunded.

19. How does SparkFit moderate the ratings & reviews?

Only trainees who have purchased a class or personal training, or engaged with the trainer through SparkFit are allowed to rate and review trainers. This is to ensure the ratings and reviews are genuine.

SparkFit will block any review which has foul language, signs of sabotage, includes malicious links, spams, or includes sexual content.

Every review will be moderated and only if they pass the mentioned criterias they will be published. This is to protect trainers and trainees, and to avoid any abuse.

20. Does client have an option to not take instalments?

Yes, for packages which instalment option is available, clients can choose to either pay by instalment, or pay the full amount upfront.

21. If the client stops showing up for trainings or they default on instalments, what happens?

Following our existing policy, SparkFit has a no refund or cancellation policy. If a client defaults on their instalments, we will still pay the trainer in full amount. If a client stops attending sessions and trainer has not agreed and consented to cancel the trainings, the trainer will still be paid in full amount.

22. How does the instalment process work?

When then client checkout with selecting the instalment payment option, a WhatsApp message will be sent to them with a link to fill in their credit card / debit card and personal details. Once all their details are verified in real time and they pass the requirements, their payment will be complete.

23. Which clients are eligible for the instalment payment?

  1. Above the age of 18
  2. Card expiry has to be more than 6 months
  3. Debit / Credit card must have sufficient amount for first instalments
  4. Card used must be Visa or Mastercard
  5. Prepaid cards are not accepted
  6. Every client has a limit of RM 3,000 for instalments. If you purchase a package which is more than RM 3,000, the extra amount above RM 3,000 will need to be paid with the first payment.
  7.  

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