O que acontece quando a conduta não está alinhada
Tempo de leitura: 03 minutos
At Wellhub, we believe that wellness can only thrive in environments that are safe, ethical, and trustworthy. The responsibility for maintaining this protected ecosystem is shared among everyone: Wellhub, companies, members, and our partners.
We know that ensuring a safe and professional environment is a priority for you. As our partner, you have the best perspective on day-to-day operations, which is why your insight is so important for maintaining the quality and integrity of our network.
In this article, we explain which situations require a report, how to use the functionality in the Partner Portal, and how your contribution helps protect the entire ecosystem — including your business.
Summary:
Recursos
Suporte
Como o Wellhub age — e como manter sua parceria em conformidade
How and Where to Report: Using the New Feature
Now that you know the main behaviours that can be reported, it’s important to understand how to act in practice when you identify one of these situations. To make the process simple and fast, Wellhub provides the reporting feature directly in the Partner Portal. See below how to use it step by step.
Go to the Check-ins Area: In the Partner Portal menu, navigate to "Check-ins."
Find the Member:Locate the specific check-in of the member you wish to report in the "Today's check-ins" or "Current Month's check-ins" lists.
Initiate the Report: Click the flag icon that appears next to the check-in details to begin the report.
Specify the Reason: A form will appear with predefined reasons. Selecting the reason that best describes the situation is crucial, as this will help accelerate the investigation.
other situations: For other situations, such as check-in irregularities or inappropriate conduct on the premises, use the "Other case" option and describe the incident with as much detail as possible.
Submit Confidentially: After submitting, your report is received and will be confidentially reviewed by our specialized team. The resolution time may vary depending on the details of each case. Once a report has been submitted, it is not necessary to file a new one for the same case; please trust that our team is handling the situation
Identifying Behaviours to Report
The first step is to understand which situations truly compromise the integrity of our partnership. Your report is most valuable when focused on clear violations of our guidelines. Below, we detail the main behaviours that should be reported:
Use by an ineligible person
This occurs when access is acquired in an unauthorized manner, such as when a user buys or rents a third-party account, as Wellhub is a corporate benefit and cannot be sold.
Improper Account Use
A Wellhub account is personal and non-transferable. It is essential to notify us if you have a clear suspicion that the person trying to access the service is not the account holder. This occurs when the same account is used by more than one person.
Use by Ineligible Family Members
The benefit can be extended to eligible family members. It is exclusive to spouses/partners, parents, and children. The benefit does not extend to other relatives, such as siblings, cousins, or friends. If you suspect a user does not meet the eligibility criteria, please select the corresponding option when reporting.*
Importante: Other situations, such as check-in irregularities or inappropriate conduct on the premises, should also be reported
Noticing these situations in your daily routine is essential to keeping our network healthy. Whenever you identify behaviours like those described above, or others that don’t align with our guidelines, you can use the Partner Portal to report them quickly and easily. See below how to do it
Building a Secure Partnership:
How and When to Report
Suspicious behaviour on Wellhub
Reading Time: 5 minutes
Neste artigo seguimos avançando na trilha sobre conduta de parceiros. Depois de entender como o Wellhub protege o ecossistema (segurança e sustentabilidade do ecossistema) e quais comportamentos são esperados (boas práticas e comportamentos a evitar), é hora de falar sobre um tema importante: o que acontece quando essas condutas não são seguidas — e como evitar esse cenário com tranquilidade e responsabilidade.
Do ajuste à ação: como garantimos boas experiências
No Wellhub, aplicamos nossas diretrizes de forma justa e equilibrada — não apenas com parceiros, mas também com empresas e usuários. Sempre que um comportamento compromete a experiência na plataforma ou desrespeita o que foi acordado, podemos intervir para proteger os membros, os clientes e os demais parceiros que atuam de forma responsável.
Quando há um desalinhamento grave ou repetido por parte do parceiro, as ações podem incluir:
Ação em casos críticos
Em casos mais sérios, encerramento da parceria com o Wellhub
Acompanhamento
Monitoramento contínuo e acompanhamento para ajustes
Orientação inicial
Um contato formal por e-mail com orientações claras sobre o tema
Nosso objetivo não é punir — é preservar a confiança e proteger a experiência. Essas ações são tomadas apenas quando necessário, com total clareza e respeito.
Pontos de atenção
Os exemplos abaixo — todos abordados no artigo Boas práticas na sua parceria com o Wellhub — violam as diretrizes da plataforma e podem resultar na remoção do parceiro
Cobrar taxas obrigatórias fora da plataforma, como matrícula, carteirinha ou acesso ao app)
Realizar check-in por um usuário ausente, ou que não usa o próprio aparelho no momento da atividade
Usar dispositivos compartilhados ou não autorizados para check-in
Exigir um número mínimo de check-ins por mês
Oferecer algo diferente do que está descrito no aplicativo (retirando serviços ou impondo condições adicionais)
Usar a marca Wellhub sem autorização em redes sociais, campanhas ou materiais promocionais
Fazer comentários pessoais, inadequados ou ofensivos sobre os usuários
Use os conteúdos como guia
Use os artigos Protegendo o Ecossistema e Boas práticas e comportamentos a evitar como referência
Siga o que está no app
Ofereça apenas o que está descrito no seu perfil do aplicativo (app) — sem substituições, alterações ou imposições
Mantenha seus contatos atualizados
Mantenha seus dados de contato atualizados no Portal do Parceiro — especialmente o e-mail responsável
Fale com a gente
Para dúvidas ou sinalizações, acesse a Central de Ajuda ou envie um
e-mail para: denuncias@wellhub.com
Como manter a parceria em dia
Manter sua conduta alinhada ao Wellhub é mais simples do que parece. Aqui vão alguns cuidados essenciais:
Realizar check-in por um usuário ausente, ou que não usa o próprio aparelho no momento da atividade
Cobrar taxas obrigatórias fora da plataforma, como matrícula, carteirinha ou acesso ao app)
Usar dispositivos compartilhados ou não autorizados para check-in
Exigir um número mínimo de check-ins por mês
Oferecer algo diferente do que está descrito no aplicativo (retirando serviços ou impondo
Usar a marca Wellhub sem autorização em redes sociais, campanhas ou materiais promocionais
Fazer comentários pessoais, inadequados ou ofensivos sobre os usuários
Os exemplos abaixo — todos abordados no artigo Sua parceria com o Wellhub: o que fazer e o que evitar — violam as diretrizes da plataforma e podem resultar na remoção do parceiro
Pontos de atenção
Recursos
Suporte
What Happens After You Submit a Report?
Your report will be confidentially reviewed by our specialized team according to internal security criteria. The resolution time may vary depending on the details of each case. If the behaviour is confirmed as inappropriate, we will take the necessary actions, which may include revoking the member's access.
Important: Once a report has been submitted, it is not necessary to file a new report for the same case. Our team has received the information and is handling the situation. If we need additional information to investigate, we will contact you.
The Positive Impact of Your Contribution
Maintaining the health of the network is a strategic decision that directly benefits your business. By acting with integrity, you build trust, protect your business, and contribute to a fairer, more reliable network for everyone.
Construindo uma parceria segura:
Como e quando reportar
comportamentos suspeitos
O impacto positivo da sua contribuição
Manter a rede saudável é uma decisão estratégica que traz benefícios diretos para o seu negócio. Ao agir com integridade, você fortalece a confiança, protege a sua operação e contribui para um ecossistema mais justo e confiável para todos.
How and Where to Report: Using the New Feature
Now that you know the mainbehaviours that can be reported, it’s important to understand how to act in practice when you identify one of these situations. To make the process simple and fast, Wellhub provides the reporting feature directly in the Partner Portal.
See below how to use it step by step.
Go to the Check-ins Area: In the Partner Portal menu, navigate to "Check-ins."
Find the Member: Locate the specific check-in of the member you wish to report in the "Today's check-ins" or "Current Month's check-ins" lists.
Initiate the Report: Click the flag icon that appears next to the check-in details to begin the report.
Specify the Reason: A form will appear with predefined reasons. Selecting the reason that best describes the situation is crucial, as this will help accelerate the investigation.
Other situations: For other situations, such as check-in irregularities or inappropriate conduct on the premises, use the "Other case" option and describe the incident with as much detail as possible.
Submit Confidentially: After submitting, your report is received and will be confidentially reviewed by our specialized team. The resolution time may vary depending on the details of each case. Once a report has been submitted, it is not necessary to file a new one for the same case; please trust that our team is handling the situation
What Happens After You Submit a Report?
Your report will be confidentially reviewed by our specialized team according to internal security criteria. The resolution time may vary depending on the details of each case. If the behavior is confirmed as inappropriate, we will take the necessary actions, which may include revoking the member's access.
Important: Once a report has been submitted, it is not necessary to file a new report for the same case. Our team has received the information and is handling the situation. If we need additional information to investigate, we will contact you.
The first step is to understand which situations truly compromise the integrity of our partnership. Your report is most valuable when focused on clear violations of our guidelines..
Use by an ineligible person
This occurs when access is acquired in an unauthorized manner, such as when a user buys or rents a third-party account, as Wellhub is a corporate benefit and cannot be sold.
Note: Other situations, such as check-in irregularities or inappropriate conduct on the premises, should also be reported.
Noticing these situations in your daily routine is essential to keeping our network healthy. Whenever you identify behaviours like those described above, or others that don’t align with our guidelines, you can use the Partner Portal to report them quickly and easily. See below how to do it
Improper Account Use
A Wellhub account is personal and non-transferable. It is essential to notify us if you have a clear suspicion that the person trying to access the service is not the account holder. This occurs when the same account is used by more than one person.
Use by Ineligible Family Members
The benefit can be extended to eligible family members. It is exclusive to spouses/partners, parents, and children. The benefit does not extend to other relatives, such as siblings, cousins, or friends. If you suspect a user does not meet the eligibility criteria, please select the corresponding option when reporting.*.
Identifying Behaviors
to Report
At Wellhub, we believe that wellness can only thrive in environments that are safe, ethical, and trustworthy. The responsibility for maintaining this protected ecosystem is shared among everyone: Wellhub, companies, members, and our partners.
We know that ensuring a safe and professional environment is a priority for you. As our partner, you have the best perspective on day-to-day operations, which is why your insight is so important for maintaining the quality and integrity of our network.
In this article, we explain which situations require a report, how to use the functionality in the Partner Portal, and how your contribution helps protect the entire ecosystem — including your business.
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