MOOVVER FAQ

What is a Moovver?


A Moovver is someone looking to attend classes and activities.

What is a Shaker?

A Shaker is a fitness professional offering their classes and activities to others.

What do I do if I am running late for a class?

If you are running late for your class, please let your Shaker know as soon as you can by sending them a message. It is up to the discretion of the Shaker if they accept late-comers.

How can I contact a Shaker?


You can contact a Shaker both before and after a class to ask questions. Simply go to their profile and click on the message icon.

I’m at the location of a class I’ve booked but there’s no one here, what do I do?


The first thing you should do is have a look around to see if the class has moved slightly in any direction (within your line of sight). If you can’t see your Shaker, we would recommend sending an instant message to ask them directly. If you do not have any response after 10 minutes of the start of the class, we suggest taking a photo of yourself at the location and raise your issue with the Shaker for resolution. If you are unable to resolve the problem, please contact Moovv within 24 hours for further investigation. Due to payment release timings, we are unable to investigate issues raised later than 24 hours after the stated start time of the class.

Can I cancel a class that I already booked to attend?


Yes, cancellations are possible, but please be sure to check the cancellation policy that your Shaker has set to see whether you are eligible for a refund. The cancellation policy can be viewed in the class details before you book, or under “My Bookings” after you’ve booked.

Can the Shaker cancel / modify the date and specifications of the session that I have already booked?


We understand that sometimes due to reasons out of the trainers control they may need to cancel or amend the date of the class (eg. they are sick or the weather is bad). If the class is cancelled, the full cost of your class including any transaction fees will be refunded. If the class is modified, you will receive a notification giving you the option to either accept the changes, or reject and receive a full refund.

What are the payment options for classes?


Payment can always be made securely through the Moovv app using your credit or debit card. Alternatively, some Shakers may also choose to accept cash payments – please check the class details to confirm if your Shaker accepts cash payments. Please note that paying by cash means you cannot leave a review for the class and Moovv cannot provide a refund should you need it.

When am I charged for my booking?


You will be charged when you make the booking, but due to the way that different banks work you may see the charge on your account immediately, or it may take a few days to show.

Can I book on behalf of a friend of family member?


No, you should use your account to book for yourself but remember, Moovv is completely free to download so your friend/family member can also download it and make a booking for themselves! You can also use the share icon on the class description page to share the link and make sure they book on the same class as you.

Can I book for myself and my friend(s) at the same time?


Currently this is not possible, but you can use the share icon on the class description page to share your favourite sessions with your friends so they can make the booking on their own profile.

What is the refund policy if I am unhappy with the class I attended?


At Moovv we want you to enjoy every class! But we do understand that occasionally things don’t always go perfectly. The responsibility for the classes lies with the individual Shaker, so if you are unhappy the first thing you should do is contact the Shaker to discuss your options. We are confident that you will be able to find a solution but if you are unable to do so, then you can contact Moovv for further investigation.

How long do refunds take to be issued?


Once a refund is approved, it will be issued within 24 hours, but due to the way that different banks work you may see the charge on your account immediately, or it may take a few days to show.

How old do I have to be to book with Moovv?


In accordance with our terms and conditions Moovvers and Shakers have to be 18 years of age. If Moovv identify users under 18, their accounts will be disabled.

Can children attend the classes?


Moovv users must be over 18 years old. Please check with your Shaker whether they can accommodate children attending but not participating in activity.

I have a health concern. How do I know if a class is appropriate for me?


If you have concerns you can always contact your Shaker for more information about the suitability of the class, but you are responsible for knowing your limits. Please note that Moovv does not take responsibility for any injuries that may occur. Please see our Terms and Conditions for more information.

What are the COVID precautions in place?


Local regulations must be followed and Moovv strongly recommends both Moovvers and Shakers take all reasonable measures to protect against the coronavirus. Please contact your Shaker for more information about the specific measures they take for their class.

What qualifications / insurance do the Shakers have? What happens if something goes wrong?


Shakers are responsible for maintaining their qualifications and insurance and we recommend that all Shakers take out insurance, please check our Terms and Conditions for further details. Or you can contact your Shaker directly using the chat in the app to check their status or request details.

What data about me does the Shaker have access to?


Shakers you book with will only have access to your name as standard. Other details are kept confidential unless you wish to share them on your profile or through direct communications. Shakers you haven’t booked with have no access to any of your data. Please see our privacy policy for more information on your data.

What should I do if I think someone else has logged into my account?

In this case, please change your password immediately, contact your bank to check for any unusual transactions and contact Moovv so that we can freeze your account for you until you request us to unfreeze it again.