Client Terms of Use

1. About these terms

1.1 These Client Terms of Use (Terms) are an agreement between you and Thryform (business registration in progress) (Thryform, we, us). They apply whenever you use the Thryform website or app (the Platform) as a client.

1.2 By creating an account, ticking "I agree", or using the Platform, you accept these Terms, our Privacy Notice and any rules shown in the Platform. If you don't agree, don't use the Platform.

1.3 You accept these Terms electronically. Under the Electronic Commerce Act 2006 this is as binding as signing on paper.

1.4 Definitions.

• Trainer: a personal trainer or coach who offers services through the Platform.
• Coaching Services: training, programming, nutrition guidance, check-ins and any other services a Trainer provides to you.
• Package: a session pack, monthly plan, online coaching plan or other offer a Trainer sells to you.
• Coaching Agreement: the agreement between you and your Trainer for a Package.
• Payment Provider: the licensed third-party payment company that processes payments on the Platform.
• Service Fee: the fee Thryform charges for each payment made through the Platform.

2. What Thryform is, and what it is not

2.1 Thryform is an online marketplace and software platform. It helps you find Trainers, pay them, track your training and leave reviews.

2.2 Thryform does not provide Coaching Services. Each Trainer is an independent business, not an employee, agent or partner of Thryform. When you buy a Package, the Coaching Agreement is made only between you and the Trainer. Thryform is not a party to it.

2.3 The Trainer alone is responsible for:

• the quality, safety, timing and delivery of the Coaching Services;
• their qualifications, certifications, licences and insurance;
• their prices, Package terms, cancellation and refund policies;
• any advice they give you.

2.4 Thryform checks a Trainer's identity document before listing them in the marketplace. This check confirms only that the Trainer is a real person. It is not a guarantee of their skill, honesty, qualifications, conduct or ability to deliver. Badges, rankings, coaching hours and awards are based on activity recorded in the Platform and are not an endorsement.

2.5 You are responsible for choosing your Trainer. Read their profile and reviews, and ask questions, before buying a Package.

2.6 Products and links. The Platform may show products from other sellers, such as supplements, meal prep and equipment, with links to Shopee, Lazada, TikTok Shop or the brand's own site. Each is labelled as an affiliate link, sponsored, or a Thryform product. Thryform may earn a commission when you buy, at no extra cost to you. You buy from the seller, under the seller's terms. The seller, not Thryform, is responsible for the product, delivery, returns and refunds. Product picks are general information, not medical or dietary advice.

3. Eligibility and your account

3.1 You must be at least 18 years old to create an account. A person under 18 may train only if a parent or legal guardian creates the account, accepts these Terms for them and supervises their use.

3.2 Give true, current and complete information, including on any health or onboarding forms your Trainer asks you to fill in. Keep it up to date.

3.3 Keep your password private. You are responsible for everything done through your account. Tell us straight away if you think someone else has used it.

3.4 One account per person. Don't create an account for someone else, or pretend to be someone else.

4. Payments

4.1 All payments go through the Platform. Once in-app payments are available, you must pay for every Package with a Trainer you found or connected with on Thryform through the Platform, including renewals and top-ups. Don't pay a Trainer by cash, bank transfer, DuitNow or any other way outside the Platform.

4.2 Before in-app payments launch. Until we tell you in the Platform that in-app payments are available, any payment you make to a Trainer is made directly to that Trainer, at your own risk. Thryform does not receive, hold or check those payments. When a Trainer records a Package you paid for, that record is for tracking sessions only. It is not a receipt from Thryform or proof that Thryform received any money.

4.3 Payment Provider. In-app payments will be processed by a licensed third-party Payment Provider, which we will name in the Platform before in-app payments launch. Card, online banking, e-wallet and instalment ("buy now, pay later") payments are subject to the Payment Provider's own terms and those of your bank or instalment provider. Thryform does not store your full card details.

4.4 Who receives your money. Payments are made to the Trainer through the Payment Provider. The Payment Provider pays the Trainer after deducting the Service Fee and processing fees. Thryform does not hold client money on trust for you or for any Trainer.

4.5 Service Fee. Thryform keeps a Service Fee of 3% of each payment, deducted from the amount paid to the Trainer. The Payment Provider also charges a processing fee. A Trainer may choose to pass that processing fee on to you; if so, it will be shown as a separate line before you pay. The total you'll pay is always shown before you confirm.

4.6 We may change the Service Fee, or how fees are shown, by giving at least 30 days' notice in the Platform. The fees shown when you confirm a payment are the ones that apply to it.

4.7 Prices are set by Trainers and shown in Malaysian Ringgit (RM) unless stated otherwise. Prices include any taxes Thryform or the Trainer is required to charge, where shown.

4.8 Payments outside the Platform. If you pay a Trainer outside the Platform after in-app payments are available, you lose the protection of the Platform's payment records, refund tools and reporting. Thryform will have no record of, and no responsibility for, that payment. We may suspend accounts that repeatedly arrange payments outside the Platform.

4.9 Chargebacks. If you have a problem with a payment, contact your Trainer first, then us (section 5). Raising a chargeback or payment dispute for a Package you received, or giving false information in a dispute, may lead to your account being suspended.

5. Refunds, cancellations and problems with a Trainer

5.1 Refunds, rescheduling, missed sessions, expiry dates and cancellations are set by each Trainer's own Package terms. Read them before you pay. If a Trainer has no written policy, the Package details shown in the Platform apply.

5.2 Ask your Trainer for any refund. If the Trainer agrees, the refund is paid back through the Payment Provider. The Service Fee is not refundable unless the law requires it.

5.3 Thryform does not decide disputes between you and a Trainer, and is not obliged to refund you. We may, at our discretion, look at the records in the Platform (messages, sessions logged, packages recorded) and share what we find with you and the Trainer.

5.4 Nothing in these Terms takes away your right to take action against a Trainer yourself, for example through the Tribunal for Consumer Claims Malaysia or the courts, or your rights under your card issuer's rules.

6. If a Trainer doesn't deliver or disappears

6.1 Thryform is not responsible for any money you lose because a Trainer fails to provide the Coaching Services you paid for. This includes a Trainer who stops replying, cancels, closes their account, is suspended, or disappears with your payment. To the fullest extent the law allows, Thryform is not liable to you for that loss, whether the payment was made inside or outside the Platform.

6.2 Your claim for that money is against the Trainer, under your Coaching Agreement with them.

6.3 Inside the Platform, you can:

• leave a review of the Trainer (section 7);
• report the Trainer to Thryform (section 7.6).

6.4 When a Trainer is reported, Thryform may, but does not have to: contact the Trainer, ask for records, show a warning on their profile, hide them from the marketplace, suspend or close their account, and keep their identity details for an investigation or a request from the police or a court, as our Privacy Notice explains. We will not refund you ourselves, and we don't guarantee any result.

6.5 To lower your risk, we suggest buying shorter Packages from a new Trainer first, keeping your payment receipts and messages, and paying through the Platform once in-app payments are available.

7. Reviews and reporting

7.1 Clients who have trained with a Trainer through the Platform can post a star rating and a written review. Reviews appear on the Trainer's public profile and count towards their rankings and awards.

7.2 Reviews must be honest, based on your own experience, and about the Trainer's Coaching Services. Don't post anything that is false, abusive, threatening, discriminatory, sexual, or that shares someone's private information. Don't post a review in return for payment or a discount, or to harm a competitor.

7.3 You are responsible for what you write. Reviews are your own opinion, not Thryform's. Thryform does not check reviews before they are posted and does not confirm that they are accurate.

7.4 We may hide, edit for privacy, or remove any review that we reasonably believe breaks these Terms or the law, or that is the subject of a legal complaint. We may also leave a review up while we look into it.

7.5 You give Thryform a free, worldwide, non-exclusive, permanent licence to show, copy, translate and share your review and rating (with your first name and last initial) in the Platform and in Thryform's marketing.

7.6 Reporting. To report a Trainer, a review or anything unsafe, use the "Report" option on the Trainer's profile or your Coach page, or email us. Include the dates, payment receipts and any messages that help explain the problem. Reviews and reports are the ways to raise a complaint about a Trainer inside the Platform. They do not replace your legal rights against the Trainer (section 5.4).

8. Health, safety and risk

8.1 Exercise carries a risk of injury, illness and, rarely, death. Before you start, and whenever your health changes, check with a doctor if you have any medical condition, injury, are pregnant, or are unsure whether exercise is safe for you.

8.2 Complete your Trainer's health questionnaire honestly and tell them about any change. Stop exercising and get medical help if you feel pain, dizziness, chest pain or shortness of breath.

8.3 Content on the Platform, including exercise videos, programmes, recipes and nutrition targets, is general fitness information. It is not medical advice, diagnosis or treatment, and it does not replace advice from a doctor, dietitian or physiotherapist.

8.4 You take part in the Coaching Services voluntarily and at your own risk. Thryform does not supervise sessions, check gyms, venues or equipment, or control how a Trainer coaches you.

8.5 To the fullest extent the law allows, Thryform is not liable for any injury, illness, loss or damage that arises from Coaching Services, exercise, nutrition advice, or from meeting a Trainer in person. This does not limit liability for death or personal injury caused by Thryform's own negligence where the law does not allow it to be limited.

8.6 Personal safety. Meet a new Trainer in a public place or a gym for the first session. Tell someone where you'll be. Report any harassment or unsafe behaviour to us and, if you are in danger, to the police (999).

8.7 Training on your own. You can use the Platform without a Trainer to log workouts, personal bests and body measurements. When you do, you choose your own exercises, weights and how hard you train. Thryform does not coach, supervise or check your form. Start light, learn each exercise properly, and stop if something hurts. Sections 8.1, 8.3 and 8.5 apply in the same way.

9. How you may use the Platform

9.1 You agree not to:

• break any law, or use the Platform for fraud or money laundering;
• harass, threaten, abuse or discriminate against a Trainer, another client or Thryform staff;
• post or send sexual, violent or hateful content;
• avoid the Service Fee, for example by arranging payment outside the Platform for a Trainer you met on Thryform;
• copy, scrape, resell or reverse-engineer the Platform, or try to get into accounts or data that aren't yours;
• upload viruses or anything that harms the Platform;
• copy a Trainer's programmes, videos or materials for anything other than your own training.

9.2 Thryform and its licensors own the Platform, its design, software, logo and the Thryform name. Trainers own the programmes and materials they create. You get a personal, non-transferable right to use them for your own training while your account is open.

9.3 You keep ownership of what you upload (such as progress data and check-ins). You allow Thryform to store and process it to run the Platform, as described in our Privacy Notice.

10. Limits on Thryform's liability

10.1 The Platform is provided "as is" and "as available". We try to keep it working and accurate, but we don't promise it will always be available, error-free or secure, or that Trainer information is complete or correct.

10.2 To the fullest extent the law allows, Thryform is not liable for:

• anything a Trainer does or fails to do, including non-delivery, poor service, injury or keeping your money (sections 6 and 8);
• payments made outside the Platform;
• errors, delays or failures of the Payment Provider, your bank, instalment provider, internet or device;
• loss of profit, data, opportunity or goodwill, or any indirect or consequential loss.

10.3 Where Thryform is liable to you, our total liability for all claims is limited to the higher of (a) the Service Fees Thryform received from your payments in the 6 months before the claim, or (b) RM100.

10.4 Your rights under the law. Nothing in these Terms excludes or limits any right or guarantee you have under the Consumer Protection Act 1999 or other law that cannot be excluded or limited by contract. If a part of these Terms can't be enforced, the rest still applies.

10.5 Indemnity. You agree to cover Thryform's reasonable losses and legal costs if a claim is brought against Thryform because you broke these Terms or the law, or because of a review or content you posted.

11. General terms

11.1 Privacy. We handle your personal data, including health-related information you or your Trainer record, as set out in our Privacy Notice and the Personal Data Protection Act 2010. Your Trainer can see the coaching data you share with them.

11.2 Suspension and closing accounts. We may suspend, limit or close your account, or remove content, if you break these Terms, if required by law, or to protect other users. You can close your account at any time by emailing us. Closing your account does not cancel what you owe a Trainer, or a Trainer's obligations to you.

11.3 Changes. We may update these Terms. We'll tell you in the Platform or by email at least 14 days before important changes take effect. If you keep using the Platform after that, the new Terms apply. If you don't agree, stop using it and close your account.

11.4 Events outside our control. We are not responsible for delays or failures caused by events we can't reasonably control, such as outages, natural disasters, epidemics or government action.

11.5 Notices. We contact you through the Platform or the email on your account. You can contact us at the email below.

11.6 Transfer. You can't transfer your account or these Terms. Thryform may transfer them to a company that takes over the Platform, and will tell you if it does.

11.7 Whole agreement and severability. These Terms, the Privacy Notice and any rules shown in the Platform are the whole agreement between you and Thryform about the Platform. If any part is found invalid, the rest stays in force. If we don't enforce a right straight away, we can still enforce it later.

11.8 Language. These Terms are available in English and Bahasa Malaysia. If the two differ, the English version applies.

11.9 Law and disputes. These Terms are governed by the laws of Malaysia. Before going to court, contact us so we can try to resolve the issue within 30 days. The courts of Malaysia have jurisdiction, without affecting your right to go to the Tribunal for Consumer Claims. If you live in Singapore, you also keep any rights that Singapore law gives consumers and that cannot be excluded by contract.