1. Session pricing

Default when no rate is set: £60 per 60-minute session
Allowed instant-booking durations: 10, 15, 30, 45, 60 minutes
Allowed group-class durations: 30, 45, 60, 90 minutes
Currency: GBP, exclusive of VAT

The price you charge clients is entirely yours to determine. Sessions must be priced at £10 or above to meet the platform's payment processing minimum. There is no maximum. For reference, 1:1 PT sessions in the UK typically range from £40–£100 per hour depending on location, experience, and specialism.

2. Cancellations

Free cancellation window (client): 24 hours before session start.
Free cancellation window (PT): any time, but repeat or last-minute cancellations may reduce your visibility in search and, in persistent cases, trigger review under the PT Marketplace Agreement §9.
Deposit: clients pay a 10% deposit at booking. Deposits are non-refundable inside the free-cancellation window.
Full refund cases: PT cancels, session cannot proceed for reasons outside the client's control (e.g. gym closure, emergency), or platform fault.

3. No-shows

Client no-show: the PT is entitled to 100% of the deposit paid by the client (the platform fee and facility fee are waived). The PT must be present, contactable, and have made reasonable efforts to reach the client.
PT no-show: the client is fully refunded including deposit. Repeat PT no-shows may trigger suspension.
Disputed no-shows: reported via the Platform. CUE PT reviews and issues a reasoned decision; either party can escalate.

4. Session availability expiry

"Available Now" maximum duration: 8 hours. Auto-expires; re-activate as often as you like.
Session timeout buffer: 5 minutes after the expected session end before auto-closure.

5. Insurance and qualifications

Minimum expected cover: public liability and professional indemnity insurance appropriate to personal training in the UK (market standard is £2m public liability).
Qualifications: current REPs, CIMSPA, or equivalent registration. Pause your availability or update your account if your registration lapses.
Document currency: upload renewed certificates within 14 days of renewal.

6. Ratings and visibility

Rating eligibility: clients can rate only after a completed session (one rating per booking).
Ranking signals: search ordering may take into account ratings, completion rate, response time, profile completeness, proximity, and price. Weights are not published and may change.
Search engine indexing: your public profile may be indexed by search engines (Google, Bing, etc.). If you close your account, CUE PT will request removal from search engines on your behalf; removal typically takes a few days.
Low ratings: a single low rating does not trigger deactivation. A persistent pattern may trigger a Trust & Safety review.
Rating moderation: CUE PT may remove a rating only for abuse, defamation, off-topic content, or safeguarding reasons. Either party may report a rating using the Report link on the review.

7. Session notes and client data

Your per-client goals and per-session notes are private to you within the Platform. Please do not record medical conditions, diagnoses, or other health information in these fields. Use your own clinical records system for anything of that nature. On account deletion (yours or the client's), notes and goals about that relationship are erased.

9. Client conduct and your right to refuse

You have the right to refuse to start, or to end, any session where a client's behaviour is threatening, harassing, sexually inappropriate, or otherwise makes the session unsafe. Exercising this right in good faith is not treated as a cancellation and will not affect your standing or visibility on the Platform.

Payment for partial sessions: if you end a session early due to client misconduct, you are entitled to a pro-rata payment for the time delivered. Report the incident so CUE PT can process this correctly.
How to report a client: use the Report link on the booking confirmation page, or email [email protected] (attn: Trust & Safety) with the booking reference and a description of what happened.
What happens next: CUE PT will investigate. Where the report is substantiated, the client's account may be suspended or removed. You will be told that action has been taken; the specific outcome is kept confidential.
Safeguarding incidents: if there is an immediate risk of harm, contact emergency services first, then notify CUE PT. Platform reporting does not replace statutory obligations.

10. Changes to these policies

CUE PT may change these policies on 30 days' written notice. Continued use of the Platform after the notice period constitutes acceptance. Where a change materially affects your economics, the notice will flag it clearly. The PT Marketplace Agreement governs; where this document is silent or conflicts, the Agreement wins.

Contact

Questions? Email [email protected].

PT Operational Policies