These Terms & Conditions ("Terms") govern your use of the TribeGen platform ("Platform"), operated by TribeGen FZ-LLC ("we", "us", "our"). By accessing or using the Platform, you agree to be bound by these Terms.

Contact

• Contact: contact@tribegen.ae

1. The Platform

TribeGen is a marketplace that connects fitness clients with independent coaches in the United Arab Emirates. We provide booking, scheduling, payment, and communication tools. We are not the provider of the coaching services themselves; coaches are independent service providers contracted to deliver sessions to clients.

2. Eligibility & Account

• You must be at least 18 years old, or have parental consent if younger.
• You must provide accurate, current, and complete information.
• You are responsible for maintaining the confidentiality of your account credentials.
• You are responsible for all activity that occurs under your account.

3. Coach Obligations

All coaches on the Platform must hold a valid UAE trade license or freelance permit covering coaching activities, and must hold a recognised personal-training certification at Level 3 or higher (e.g. REPs UAE Level 3, EREPS Level 3, NASM-CPT, ACE, ACSM, ISSA, or equivalent). Proof of certification must be uploaded during onboarding.

All coaches must: deliver sessions safely and professionally; honor confirmed bookings; comply with all applicable UAE laws; carry their own liability for the coaching activity delivered; and submit accurate documentation during verification.

4. Client Obligations

• Show up on time for confirmed sessions or cancel within the allowed window.
• Treat coaches with respect and follow safety instructions.
• Use accurate payment information.
• Not file false complaints or fraudulent refund claims.

5. Bookings, Payments & Held Funds

When a client books a session, the payment is collected up front and held in an escrow-style arrangement. Funds are released to the coach 14 days after the session is completed, provided no dispute is filed within the refund window. The client pays only the session price listed by the coach — the Platform adds no booking, service, or processing fee. The Platform's commission is deducted from the coach's earnings.

Seller of record: The Platform operator is the seller of record for all bookings, packages, plans, and group classes purchased through the Platform. Payments are securely processed by Telr, our payment services provider. TribeGen does not collect or store payment card information; card data is captured directly by Telr on its PCI-DSS certified hosted checkout. Telr calculates and collects applicable indirect taxes (VAT, GST, sales tax) at checkout on the Platform's behalf, and processes any refunds. Refunds, chargebacks, and billing inquiries are handled by the Platform in coordination with Telr — please contact us first before raising a dispute with your card issuer. You may also be subject to Telr's applicable payment processing requirements where relevant to the transaction.

5A. Payment & Card Usage

• TribeGen accepts payments online using Visa and Mastercard credit and debit cards in AED (United Arab Emirates Dirham).
• TribeGen FZ-LLC is fully responsible for the nature, quality and delivery of the services described and made available on this website, and for customer service in relation to those services.
• The cardholder must retain a copy of the transaction records and of these Terms and our policies.
• We will not trade with, or provide any services to, OFAC- and sanctions-listed countries, entities or individuals, in accordance with the laws of the United Arab Emirates.
• Cardholders must be 18 years of age or older to purchase services on this website.
• Once the payment is successfully completed and verified by our payment provider, a booking confirmation is sent to the customer by email. Any approved refund is returned to the original payment card used for the purchase.

6. Cancellations & Strikes

Cancellation rules are set out in our separate Cancellation Policy. In summary:

• Client cancels 24+ hours before session: free, full refund.
• Client cancels under 24 hours: a 100% fee applies.
• Coach cancels: client receives a full refund plus a 25% Platform credit as goodwill, and a strike is recorded against the coach.
• A coach who accumulates 3 strikes within 30 days will be automatically suspended pending review.

7. Refunds & Disputes

Refund requests must be filed within 48 hours of the session end time. Eligible reasons include: service not delivered, safety concerns, or fraud. Subjective dissatisfaction with a delivered session is not a refund ground. Disputes are resolved by our internal team based on submitted evidence (in-app messages, check-ins, photos). For monthly subscriptions, you may request a refund within 14 days of the charge if the service was unused.

8. Prohibited Conduct

• No unlawful, fraudulent, abusive, or harmful behavior.
• No off-platform transactions to circumvent fees.
• No false reviews, false disputes, or impersonation.
• No interference with the Platform's security or availability.

9. Intellectual Property

All Platform software, branding, content, and trademarks are owned by us or our licensors. You receive a limited, non-exclusive, non-transferable right to use the Platform for its intended purpose.

10. Service Availability

We aim for high availability but do not guarantee uninterrupted or error-free service. Scheduled maintenance and outages may occur.

11. Limitation of Liability

To the fullest extent permitted by UAE law, our aggregate liability for any claim arising out of or related to the Platform is limited to the amount of fees paid by you in the six months preceding the claim. We are not liable for indirect, consequential, or special damages, including loss of profits or data. Nothing in these Terms limits liability for fraud, gross negligence, or personal injury where such limitation is prohibited by law.

12. Suspension & Termination

We may suspend or terminate access for: breach of these Terms, non-payment, security or fraud risk, repeated policy violations, or as required by law. You may close your account at any time.

13. Governing Law & Disputes

These Terms are governed by the laws of the United Arab Emirates. Disputes will first be addressed through our internal dispute process. If unresolved, disputes will be brought before the courts of the United Arab Emirates.

14. Changes to These Terms

We may update these Terms from time to time. Material changes will be communicated through the Platform. Continued use after changes constitutes acceptance.

15. Contact

Questions about these Terms? Contact us at contact@tribegen.ae.