Your partnership with Wellhub: Do's & Dont's
Reading time: 4 minutes
At Wellhub, we believe that strong partnerships are built on clarity, respect, and consistency. Your team’s behavior, the transparency of your information, and the care you offer to members are just as important as your physical space.
In this article, you’ll find examples of the behaviors we expect from our partners, what should be avoided — and why these practices are essential for creating a safe, consistent, and positive experience for everyone who uses Wellhub.
Real-world examples: handling everyday situations
Member wants to check in with a different device
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A member forgot their phone and asks to check in using the front desk device..
✅ Kindly explain that, for safety and consistency, check-ins must be completed by the member, on their own phone, at the time of the activity
Learn more: How Check-ins Work
Recursos
Suporte
How to keep your partnership with Wellhub aligned, safe, and sustainable.
What we expect from you
Avoids confusion, improves the booking experience, and reflects professionalism.
What we expect
Why it matters
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*Quer tornar seu espaço mais diverso e acolhedor?
Veja nosso guia com orientações práticas.
Keep your information up to date (schedules, classes, location, access rules) in the Partner Portal.
Treat Wellhub members with the same care and respect as any other client.
Good service increases the chances that members will return, engage, and refer others.
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Builds your reputation and helps prevent discrimination or complaints .
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Create a welcoming, inclusive, and safe environment for everyone.
Ensures the platform reflects the real member experience.
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Communicate any relevant changes (schedule updates, policy changes, temporary closures) via the Portal or Support.
Keeps expectations clear and avoids misunderstandings about fees.
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Only charge for optional services that are clearly outside the Wellhub benefit (e.g., nutrition consultations, equipment rentals).
Shows professionalism, protects your business, and aligns with our shared values.
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Follow local consumer protection laws and business regulations.
This is our main contact channel with your business. A reliable and monitored email helps us solve issues faster and ensures you don’t miss important updates.
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Keep a secure, up-to-date email address in your Partner Portal.
Accurate photos help set the right expectations for members and build trust in your brand.
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Use only real, updated photos of your space.
What to avoid
Breaks the agreement with Wellhub and creates a poor experience for members.
What to avoid
Why it matters (Impacts)
Denying access to active Wellhub members.
Checking members in manually or using shared devices.
Compromises the integrity of the platform and security of member data.
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Creates distrust and violates platform rules.
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Charging extra fees outside the platform (like registration or app fees).
Puts pressure on members and interferes with the intended flexibility of the benefit.
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Requiring a minimum number of check-ins per month.
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Offering gifts or bonuses in exchange for check-ins.
Penalizing members for schedule changes contradicts the flexible nature of the benefit.
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Charging members for no-shows or cancellations.
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Commenting on a member’s body, weight, or appearance.
May be seen as usage manipulation; incentives are welcome only when not tied to mandatory check-ins.
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Schedule changes not updated
The studio changed class times, but didn’t update the information in the Partner Portal.
✅ Always keep schedules, class descriptions, and service hours current. It helps avoid frustration and failed visits.
Learn more: Booking Rules & Best Practices
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Comment about a member’s appearance
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A trainer makes a well-meaning comment about a member’s body, but it makes them uncomfortable.
✅ Instruct your staff to avoid personal comments. Respect starts by focusing only on what was requested or relevant.
Learn more: Inclusion Is in the Everyday Choices
Quer reportar algo?
Notou um comportamento que não está de acordo com nossas diretrizes?
Fale com a gente pelo canal de denúncias: denuncias@wellhub.com
Good practices, great impacts
Following these guidelines doesn’t just keep your partnership in good standing — it also helps you deliver better experiences, protect your business, and build long-term trust with Wellhub and its members.
We’re here to support you!
Noticed a behavior that goes against our guidelines?
Reach out through our Report Member feature in the Partner Portal.
We guarantee full confidentiality, respect, and care in every case.
Recommended Reading
What Happens When Conduct Doesn’t Align: understand more about how we deal with conduct in Wellhub.
Resources
Support
Posting offensive, discriminatory, or inappropriate content (images, names, descriptions) on your Wellhub page.
Damages your business image and goes against Wellhub community values.
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What to avoid
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Can be considered harassment or discrimination.
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