Members
Reliability system
*What this page covers: how the automated score protects your capacity, how member penalties scale, and how 3-star protection preserves premium gyms.*
The best thing about this system is that you don't have to run it. It runs itself in the background to protect your slots from people who don't show up, ensuring your active capacity is occupied by members who actually attend.
Premium Protection: 3-Star Gym Filter
If your facility is classified as **3 stars**, it is automatically locked behind a high-quality filter: only members with a reliability score of **90 or above** can see or book your sessions. This filters out habitual no-shows completely and preserves your premium environment — with zero administrative effort or configuration required.What this means for your gym
Every gym on the platform benefits from the reliability engine, keeping schedules balanced and slots open:
Better overall fill rate
Members with poor attendance history are deprioritised in the booking queue. The slot that would have been held by a habitual no-show goes to someone more likely to actually show up.
Fewer wasted slots
When a restricted member's bookings are cancelled, your slots return to availability immediately — promoted to the next person on the waitlist. The system does not hold the slot waiting for the member to resolve their restriction.
Independent thresholds
Separate from the star-tier rules, you can configure your own minimum reliability threshold. Any member falling below your threshold will not see your sessions as bookable.
How the score works
Every member starts with a reliability score of 80 and a default tier of VIP. The score moves up and down based on their behaviour. It is visible to the member in the app at all times — they can see their current score, their tier, and the events that affected it.
Here is the exact scoring logic that tracks and responds to member behaviors:
| Event | Effect on score |
|---|---|
| Confirmed QR check-in | Score increases |
| No-show (session closes without check-in) | Score decreases — penalty scales with no-show streak |
| Cancellation before session start | No effect — cancellations are free before the session begins |
| Gym suspension issued | Reliability cap reduced by 5 points — see suspension section below |
Reliability cap
Each member has a reliability cap — a ceiling their score cannot exceed. By default the cap starts at 100. The cap is a separate value from the score itself. A member can recover their score through consistent attendance, but if their cap has been reduced, their score can never climb above that reduced ceiling.
The cap is reduced by gym suspensions. Each suspension issued against a member by any gym lowers their cap by 5 points permanently — unless the cap reduction is pardoned by a Fitnessers admin.
Why the cap matters
A member with a cap of 85 can attend every session perfectly and their score will never exceed 85. Repeated suspension history follows a member across the entire platform — even after their score recovers, their ceiling reflects their track record. 3-star gyms remain inaccessible to that member until a pardon is granted.Access tiers & the 3-star threshold
The platform enforces a minimum reliability score of 90 to access any 3-star gym partner. Members below this threshold cannot see 3-star gym sessions in the app — those slots are invisible to them until their score recovers above 90.
| Reliability score | Access level |
|---|---|
| 90 and above | Full access — all gym tiers including 3-star partners |
| Below 90 | 1-star and 2-star gyms only. All 3-star sessions hidden from their app. |
| Restriction active | Booking suspended platform-wide until restriction period expires |
No-show streak & booking restrictions
The system tracks each member's no-show streak — consecutive sessions missed without check-in. As the streak grows, the score penalty per no-show scales up. When no-shows accumulate beyond a threshold within a 30-day window, a platform-wide booking restriction is applied automatically.
Booking access suspended
The member cannot book any new sessions at any gym on the platform until the restriction period expires.
All existing bookings cancelled
Every upcoming booking the member holds across all gyms is cancelled immediately. Affected slots return to availability and waitlists are promoted.
Restriction expires automatically
Once the restriction period ends the member can book again. Their score remains reduced — the restriction expiring does not restore their score.
Gym suspension
If a member causes a problem at your gym — repeated no-shows specific to your venue, disruptive behaviour on site, or any other issue you consider serious — you can suspend them from your operator dashboard. A suspension is gym-specific: it blocks the member from booking at your gym only.
Immediate loss of access
The member loses access to your gym the moment the suspension is applied. Any bookings they hold at your gym are cancelled and their token holds released.
Reliability cap reduced by 5
Only suspensions issued by a 3-star gym reduce the member's reliability cap — by 5 points per suspension, permanently, unless pardoned by a Fitnessers admin. Suspensions from 1-star or 2-star gyms block access to that gym only and carry no cap consequence.
Reason required
You must provide a reason when issuing a suspension. It is logged in the platform audit trail and is reviewable by Fitnessers admin.
Lifting a suspension
You can lift a suspension at any time from your dashboard. The member's access to your gym is restored immediately and their reliability cap is recovered by 5 points.
Cap pardon
If a cap reduction needs to be pardoned without lifting the suspension, only a Fitnessers admin can action this. Request it through your support channel. Reviewed case by case.
Suspension is a serious action
Suspending a member as a 3-star gym permanently reduces their reliability cap by 5 points. A member who receives three suspensions from 3-star gyms has a cap of 85 — they lose access to all 3-star gyms platform-wide without admin intervention. Use suspension for genuine issues, not minor friction.Admin ban
A platform-level ban is issued by Fitnessers admin only — not by gym owners. A banned member loses access to the entire platform immediately. All active bookings across all gyms are cancelled and the account is flagged.
You cannot issue a platform ban. If you believe a member warrants one — severe behaviour, fraud, safety risk — report it through your support channel with as much detail as possible.
Score recovery
A member recovers their score by attending sessions consistently. Every confirmed check-in moves the score upward. There is no fixed recovery timeline — it depends on attendance frequency and the severity of prior penalties.
Offline reliability boost
When a 3-star gym adds a member as a local offline member, the system automatically applies a one-time reliability score boost of +10 points to that member.
Who triggers it
Only 3-star gyms can trigger this boost. Adding a local member as a 1-star or 2-star gym does not affect the member's reliability score.
When it applies
The boost is applied automatically the moment the gym adds the member as a local offline member. No manual action needed.
Cap still applies
The boost cannot push a member's score above their current reliability cap. If a member has a cap of 85 and a score of 80, the boost brings them to 85 — not 90.
One-time per gym
The boost is applied once per gym. Adding the same member multiple times at the same gym does not trigger repeated boosts.
Why only 3-star gyms
A 3-star rating means the gym has met the highest facility and operational standards on the platform. Their endorsement of a member as a trusted local subscriber is a meaningful signal — enough to warrant a score boost that could unlock access to other 3-star venues for that member.Now that you see how we keep your empty slots protected from no-shows, let's look at how confirmed check-ins turn into cash in your bank account.