Propel

Terms of Service

Effective date: June 1, 2026

1. Acceptance of Terms

By creating an account or using the Propel8 platform (“Propel”, “we”, “us”, or “our”), you agree to be bound by these Terms of Service. If you do not agree, please do not use the platform. We may update these terms from time to time; continued use after changes are posted constitutes acceptance of the revised terms.

2. Platform Description

Propel8 is a two-sided marketplace that connects clients (“Users”) with independent coaches and trainers (“Providers”) for live video consultations. Propel facilitates scheduling, payments, and communication but is not itself a coaching service and does not employ Providers.

3. Accounts & Eligibility

  • You must be at least 18 years old to create an account.
  • You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account.
  • You agree to provide accurate, current, and complete information during registration and to keep it updated.
  • Providers must complete the onboarding wizard and pass Propel’s vetting process before accepting bookings. Propel reserves the right to reject or suspend any Provider application.

4. Bookings & Payments

  • All session bookings are processed via Stripe. By completing checkout, you authorise the charge for the selected session or package.
  • A platform service fee is applied to each transaction. The current fee schedule is available in the pricing information shown at checkout.
  • Provider payouts are held in escrow for 30 days following a session to allow time for dispute resolution.
  • Subscription plans are billed monthly and renew automatically until cancelled. You may cancel through your dashboard at any time; cancellation takes effect at the end of the current billing period.

5. Cancellation & Refund Policy

  • Full credit / refund: Cancellations made at least 24 hours before the scheduled session time are eligible for a full refund to the original payment method.
  • No credit: Cancellations made within 24 hours of the session start time forfeit the session payment.
  • Group class enrollments follow the same policy as 1-on-1 sessions unless the class is cancelled by the Provider, in which case a full refund is issued automatically.
  • Free intro sessions are non-refundable and cannot be reused once accepted.

6. Dispute Resolution

If you are unsatisfied with a completed session, you may open a dispute within 30 days of the session date from your session history. Disputes are reviewed by the Propel team; we may request additional information from both parties. Our decision is final and may result in a partial or full refund at our sole discretion.

Abuse of the dispute process (e.g. serial disputes without valid grounds) may result in account suspension.

7. Provider Conduct & Quality Standards

  • Providers must maintain an average rating of 3.0 or above across at least 15 sessions to remain active. Providers falling below this threshold may be automatically suspended.
  • Providers must honour all confirmed bookings. Repeated no-shows or late cancellations may result in tier demotion or account suspension.
  • Providers may not solicit payments or conduct sessions outside the Propel platform for clients they first met through Propel during the term of their account and for 12 months thereafter.
  • Providers must accept the Propel Terms of Service annually to continue receiving payouts.

8. Prohibited Conduct

You agree not to:

  • Impersonate any person or entity or misrepresent your qualifications.
  • Post or transmit unlawful, harassing, abusive, or defamatory content.
  • Use the platform for any purpose that violates applicable law.
  • Attempt to reverse-engineer, scrape, or circumvent any security measure of the platform.
  • Manipulate ratings or reviews, including submitting fraudulent reviews or pressuring others to do so.

Violations may result in immediate account termination and, where appropriate, referral to law enforcement.

9. Intellectual Property

The Propel8 name, logo, and platform software are owned by Propel and may not be used without prior written permission. Content you submit (profile photos, bios, reviews) remains yours; you grant Propel a non-exclusive, royalty-free licence to display it on the platform.

10. Privacy

Your use of the platform is also governed by our Privacy Policy. We process personal data in accordance with applicable data protection law. You may request a copy of your data or deletion of your account at any time via Account Settings → Export Data / Delete Account.

11. Session Recording

Sessions may only be recorded with the explicit consent of all participants. Propel does not record sessions on its servers. If a Provider records a session, they must inform the User before the session begins and comply with all applicable laws regarding consent.

12. Disclaimers & Limitation of Liability

The platform is provided “as is” without warranties of any kind. Propel does not guarantee the quality, accuracy, or suitability of any coaching advice provided by Providers. Coaching is not a substitute for medical, legal, or financial professional advice.

To the maximum extent permitted by law, Propel’s total liability for any claim arising from your use of the platform is limited to the amount you paid to Propel in the 12 months preceding the claim.

13. Termination

You may close your account at any time from Account Settings. Propel may suspend or terminate your account for breach of these terms, fraudulent activity, or at our sole discretion with reasonable notice, except where immediate termination is necessary to protect the platform or other users.

14. Governing Law

These terms are governed by the laws of the State of Delaware, United States, without regard to conflict-of-law principles. Any disputes not resolved informally shall be submitted to binding arbitration under the JAMS rules.

15. Contact

Questions about these terms? Email us at legal@propel8.net.