GUIDELINES

ZYMIN Usage Guidelines

We want Zymin to be Enjoyable and Safe for everyone. These ground rules are designed to ensure that clients and fitness service providers (also referred to as trainers in general) have a five star session when using Zymin. Please take a moment to read them. Because whether you’re a client trying to get fit – or a partner wanting to earn money as a trainer – your behavior matters.

Respect each other

Treat your fellow clients and fitness service providers as you would like to be treated yourself: with respect. Always try to be on time for your session because nobody likes to wait. It’s common courtesy not to shout or swear. Most important of all, remember that when you use Zymin you will meet people who may look different or think differently from you. Please respect those differences. We want everyone to feel welcome when they use Zymin.

Children must be supervised

Only adults can have a Zymin client account. If your child is using your account, a parent or guardian must be with them at all times.

Feedback makes us all better

Whether you are a client or trainer, please rate your experience at the end of the session. Honest feedback helps ensure that everyone is accountable for their behavior. This accountability creates a respectful, safe environment for both clients and fitness service providers. And if something happens during a session make sure to report it so that our customer support team can follow up.

The guidelines below help explain some of the specific kinds of behavior that may cause you to lose access to Zymin as a client or trainer.

WHY CLIENTS CAN LOSE ACCESS TO ZYMIN

This policy helps explain the kinds of behavior that may lead clients to lose access to Zymin.

Ensuring a respectful, safe environment for all fitness service providers and clients

The way you behave while using Zymin can have a big impact on the safety and comfort of fitness service providers. Courtesy matters. That’s why you are expected to exercise good judgment and behave decently towards other people while training with Zymin — just as you would in any public place.

Here are some reasons why you could lose access to Zymin as a client:

  • Damaging fitness service providers’ property such as any training equipment, etc.
  •  Physical contact with the fitness provider or fellow clients. As our community guidelines make clear, you shouldn’t touch inappropriately or flirt with other people during the session. As a reminder, Zymin has a no sex rule. That’s no sexual conduct with fitness service providers or fellow clients, no matter what. And you should never hit or otherwise hurt a trainer or a client.
  • Use of inappropriate and abusive language or gestures. For example, asking overly personal questions, using verbal threats, and making comments or gestures that are aggressive, sexual, discriminatory, or disrespectful.
  • Unwanted contact with the trainer or the client after the session is over. For example, texting, calling, or visiting someone in person after a session has been completed.
  • Breaking the local law while using Zymin.If we are made aware of this type of problematic behavior, we may contact you so we can investigate them. Depending on the nature of the concern, we may put a hold on your account during our investigation. If the issues raised are serious or a repeat offense, or you refuse to cooperate, you may lose access to Zymin. Any behavior involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using Zymin can result in the immediate loss of access to your account. Additionally, when law enforcement is involved, we will cooperate with their investigation

Terms of Use

As a client, you agree to our Terms of Use when you sign up for your account. We may take action against you for violating these terms, including permanently closing your account. For example the failure to maintain accurate, complete, and up-to-date account information, including having an invalid or expired payment method on file; allowing a person who does not meet the minimum age requirement to use your account while unaccompanied, or if you don’t meet that age requirement yourself.

Discrimination

Zymin has a zero tolerance policy towards discrimination of any kind. This means you will lose access to your account if you are found to have discriminated against fitness service providers or other clients based on their race, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law.

Fraud or Illegitimate Behavior

Fraudulent or illegitimate behavior undermines the trust on which Zymin is built. We may deactivate any account(s) associated with this type of activity, including: abusing promotions; collusion between client and trainer; disputing fares for fraudulent or illegitimate reasons; or duplicate accounts.

WHY FITNESS SERVICE PROVIDERS CAN LOSE ACCESS TO ZYMIN

If you are a trainer or any other fitness service provider, and your account is temporarily blocked or deactivated, it limits your ability to earn income. That’s why we believe it is important to have clear policies that explain the circumstances in which you may be denied access to Zymin; how (if at all) you can use the app again; and if you can appeal these decisions.

There will always be unforeseen events that may ultimately lead to you losing access to your trainer account — and we’ll update this policy regularly — but the following are sufficient cause for Zymin to take action: quality; safety; fraud; and discrimination.

Quality

Clients who use Zymin expect their fitness service providers to train safely, and also to be courteous and professional. The higher the quality of the service, the more clients want to book sessions, which in turn means more opportunities for fitness service providers to earn money. Poor service has the opposite effect over time. There are several ways we measure session quality, with the most important being Star Ratings and Cancellation Rate.

Star Ratings

After every session, fitness service providers and clients are able to rate each other on a scale of one to five stars, as well as give feedback on how the session went. This two-way system holds everyone accountable for their behavior. Accountability helps create a respectful, safe environment for both fitness service providers and clients.

The easiest way to keep your average rating high is to provide good service on every session. Fitness service providers using Zymin typically provide excellent service, so most sessions run smoothly. But we know that sometimes a session doesn’t go well—that’s why we only look at your average rating over your most recent 500 sessions (or your total rated session count, if under 500). This gives you the chance to improve over time.

Trainers will be typically rated and evaluated on the basis of punctuality, courtesy, knowledge and value for money.

What leads to you losing access to your account? There is a minimum average rating in each city. This is because there are cultural differences in the way people in different cities rate each other. We will alert you over time if your rating is approaching this limit, and you’ll also get information about quality improvement courses that may help you improve. However, if your average rating still falls below the minimum after multiple notifications, you will lose access to your account. We may allow you to regain access to your account if you can provide proof that you completed one of these quality improvement courses.

Cancellation Rate

A trainer cancellation is when you accept a session request and then cancel it. Cancellations create a poor client experience and negatively affect other fitness service providers. We understand that there may be times when something comes up and you have to cancel an accepted session. But minimizing cancellations is critical for the reliability of the system.

How is my cancellation rate calculated? Your cancellation rate is based on the number of sessions canceled out of the total number of sessions you accept. (For example, if you’ve accepted 100 session and 4 of them are canceled, your cancellation rate would be 4%.) High-quality fitness service providers typically have a cancellation rate lower than 5%.
What leads to you losing access to your account? Each city has a maximum cancellation rate, based on the average cancellation rate of fitness service providers in that area. We will alert you multiple times if your cancellation rate is much higher or if you are consistently canceling more often than other fitness service providers in your city, after which you may be logged out of the app. If your cancellation rate continues to exceed the maximum limit, you may lose access to your account.

Acceptance Rates

High acceptance rates are a critical part of reliable, high-quality service, but not accepting session requests does not lead to permanent loss of your account.

Consistently accepting session requests helps maximize earnings for fitness service providers and keeps the system running smoothly. We know that sometimes things come up that prevent you from accepting every session request, or you may want to take a break. But not accepting sessions causes delays and degrades the reliability of the system. If you don’t want to accept sessions, just show unavailability on your calendar.

Safety

Actions that threaten the safety of fitness service providers and clients will be investigated and, if confirmed, lead to permanent deactivation of your account. For example:

  • Physical contact with clients.As our community guidelines make clear, you shouldn’t touch inappropriately or flirt with other people during a session. That’s no sexual conduct with clients, no matter what. And you should never hit or otherwise hurt a client.
  • Use of inappropriate and abusive language or gestures.For example, asking overly personal questions, using verbal threats, and making comments or gestures that are aggressive, sexual, discriminatory, or disrespectful.
  • Unwanted contact with clients after a session is over.For example, texting, calling, or visiting someone in person after a session has been completed.
  • Breaking the local law while using Zymin.

 What leads to you losing access to your account?

 If we are made aware of this type of problematic behavior, we may contact you so we can investigate them. Depending on the nature of the concern, we may put a hold on your account during our investigation. If the issues raised are serious or a repeat offense, or you refuse to cooperate, you may lose access to Zymin. Any behavior involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using Zymin can result in the immediate loss of your account. Zymin will also deactivate the account of any trainer who receives several or serious complaints of poor, unsafe, or distracted driving while using the Zymin app. Additionally, when law enforcement is involved, we will cooperate with their investigation.

Zero Tolerance for Drugs and Alcohol

Zymin does not tolerate the use of drugs or alcohol by partners while training.

 What leads to you losing access to your account? The account of any trainer found to be under the influence of drugs or alcohol while using the Zymin app will be permanently deactivated. Zymin may also deactivate the account of any trainer who receives several unconfirmed complaints of drug or alcohol use.

Compliance with the Law

We expect fitness service providers using the Zymin app to act in compliance with all relevant state, federal and local laws and the rules of the road at all times.

What leads to you losing access to your account? Zymin may permanently deactivate your account for activities such as: engaging in serious illegal activity while using the Zymin app.

Background Checks

All fitness service providers wanting to use the Zymin app are required to undergo a screening process to ensure safety and compliance with our criteria.

What leads to you losing access to your account? We will permanently deactivate a trainer’s account if a routine background check uncovers a violation of Zymin’s safety standards or of other criteria required by local regulators.

Unacceptable Activities

To maintain the transparency and safety of each session for all users, activities conducted outside of Zymin’s system — like anonymous training sessions – are prohibited.

What leads to you losing access to your account? We will take action against a trainer for activities such as: accepting illegal training requests while using the Zymin app; harming the business or brand, like unauthorized use of Zymin‘s trademark or intellectual property, or otherwise violating the fitness service providers’ agreement with Zymin; and soliciting payment of fares outside the Zymin system.

Unacceptable Activities

To maintain the transparency and safety of each session for all users, activities conducted outside of Zymin’s system — like anonymous training sessions – are prohibited.

What leads to you losing access to your account? We will take action against a trainer for activities such as: accepting illegal training requests while using the Zymin app; harming the business or brand, like unauthorized use of Zymin‘s trademark or intellectual property, or otherwise violating the fitness service providers’ agreement with Zymin; and soliciting payment of fares outside the Zymin system.

Fraud

Fraudulent activity undermines the trust on which Zymin is built. That’s why we are constantly on the lookout for fraud by clients and fitness service providers who are gaming our systems.

What leads to you losing access to your account? We will deactivate any account or accounts associated with fraudulent activity, which may include: deliberately increasing the time of a session; accepting sessions without the intention to complete, including provoking clients to cancel; creating dummy client or trainer accounts for fraudulent purposes; claiming fraudulent fees or charges, like false cleaning fees; and intentionally accepting or completing fraudulent or falsified sessions.

Accurate Personal Information

The Zymin app is designed to give clients identifying information about fitness service providers and their qualifications, like their name, profile picture, certifications,etc. before the session begins. Inaccurate or outdated information creates confusion among clients and can diminish their experience with Zymin.

What leads to you losing access to your account? We will deactivate your account for activities such as: providing Zymin with inaccurate information; allowing someone else to use your account.

In addition, we will take action to prevent any trainer whose required documentation becomes invalid – like a trainer’s certificate expires – from going online until the trainer provides Zymin with updated information.

Getting back on Zymin after deactivation

If your account has been deactivated for quality reasons like low star ratings, you may have the opportunity to get back if you provide proof that you’ve successfully taken a quality improvement course offered by third party experts. Check with your local Zymin team to find out more. In addition, we are exploring ways to create an appeals process for the most contentious cases. We will update this document as and when we have that process in place.

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