Frequently Asked Questions
How do I get Trainer Liability Insurance?
As an independent trainer you carry your own coverage, and a policy is quick and affordable to buy online. After comparing providers, we found Ergo Next Insurance (https://refer.nextinsurance.com/hBPkFLx) offers the most fair price for our trainers. Read our full guide to trainer liability insurance at /guides/personal-trainer-liability-insurance.
Do I need an account to look around?
No. You can browse every trainer, read their profiles, watch their intro videos, and see their available times without signing up for anything. You only create an account when you book a session, and it takes about fifteen seconds.
Is the first session really free?
Yes. Your first session with any trainer is a free trial, so you can find the right fit before paying for anything.
How do the video sessions actually work?
Sessions happen over Google Meet. When you book, we automatically create a video link and email it to you, and it's also on your dashboard. At session time you click the link in your browser and you're connected to your trainer. There's no app to download and nothing to install.
How does payment work?
You fund your StayPrime wallet (or pay by card right at booking) and we hold the money securely. Payment is only released to the trainer after your session is completed and a short review window passes. Your wallet funds never expire.
Do I need expensive equipment?
No! Many trainers specialize in 'bodyweight' exercises or simple household items (chairs, water bottles).
What is the service fee?
StayPrime takes a 10% commission from the session price to maintain the platform, verify trainers, and provide customer support. Trainers on StayPrime Pro pay just 3% on clients they bring to the platform themselves with their invite link.
Do you offer group classes?
Yes. Alongside 1-on-1 training, trainers run group classes that repeat weekly and one-time workshops, which are a friendly and more affordable way to train. You can browse them on the Group Classes page, and some trainers offer their first class free.
Can I get help finding the right trainer?
Yes! We offer a free phone consultation where a StayPrime team member will call you, discuss your goals, and personally match you with a trainer who fits your schedule and needs. Just click the consultation button on our homepage to get started.
Is this safe for someone with injuries?
When you book, there's a notes box where you can tell your trainer about any injuries or conditions, and it goes straight to them before your session. You can also browse trainers by specialty to find someone with rehabilitation experience. We verify certifications, but always consult your doctor first.
What is the cancellation policy?
You can cancel a 1-on-1 session 12+ hours in advance for a full refund to your wallet. With less than 12 hours' notice, the trainer is paid for the reserved time, but you can dispute the charge from your dashboard and our support team will review it. If a trainer cancels, your funds always go back to your wallet. Group classes and workshops are always refundable to your wallet, though we ask for 24 hours' notice as a courtesy.
What if I have an issue with my session?
After your trainer marks a session complete, you have 24 hours to report any issues by clicking "Dispute" on your dashboard. Our support team will review and resolve the situation. If the review window has closed, you can still contact us at support@stayprime.fit.
What ages do StayPrime trainers work with?
Every age. Our certified trainers specialize in mobility, rehabilitation, and safe, effective fitness for clients of all ages, from people in their 20s building a foundation to active adults in their 80s staying strong. Whatever your starting point, we'll match you with someone who fits your goals and your body.
I'm a trainer. What is StayPrime Pro?
StayPrime Pro is a $45 per month membership that lets you run your whole training business here, including the clients you already have. It includes a program builder with a 387-exercise library where every exercise has a demo video, a workout app your clients follow with a rest timer and personal records, habit and nutrition coaching, progress photos, business analytics, and a boosted listing in the directory. Clients you bring in with your own invite link are charged a 3% platform fee instead of 10%. You can try everything free for 30 days with no credit card.
I'm a trainer. Do you offer certification?
Yes. The Online Trainer Business Specialist is our own course on building and growing an online training business, taught across twelve self-paced modules with a final exam. Passing earns you a credential and a boost in the trainer directory. It's included free with StayPrime Pro. We are also working to have the course count toward continuing education (CEU) credits.