1. Purpose

This document supports the PT Rental Agreement and explains how PTs are expected to operate within Ignite.

It is intended to protect members, staff, PTs, the facility, the Ignite brand and the overall member experience.

These standards apply while the PT is on Ignite premises, using Ignite facilities, interacting with Ignite members, or representing themselves in connection with Ignite.

Nothing in this document changes the PT’s self-employed status or gives Ignite control over the PT’s own business outside the use of Ignite’s facility.

 

2. General Professional Standards

PTs must act professionally, respectfully and safely at all times.

PTs must not behave in a way that damages the atmosphere, reputation, culture, safety or operation of Ignite.

Examples of unacceptable conduct include:

aggressive, intimidating or confrontational behaviour;

bullying, harassment or discrimination;

inappropriate comments, jokes or language;

gossiping about members, staff, other PTs or Ignite;

undermining Ignite’s team, services or management;

making members feel uncomfortable, pressured or watched;

repeatedly ignoring reasonable instructions from Ignite staff.

Where behaviour falls below expected standards, Ignite may speak with the PT, issue guidance, suspend access or terminate the PT Agreement depending on seriousness.

 

3. Member Experience

PTs must contribute positively to the member experience.

PTs should be welcoming, approachable and respectful to all members, not only their own clients.

PTs must not:

dominate areas of the gym floor;

act territorially over equipment or space;

make members feel they are in the way;

interrupt classes, appointments or staff-led services;

create an atmosphere that feels uncomfortable or intimidating.

If a member complains about a PT’s behaviour, Ignite may investigate and the PT must cooperate.

 

4. Use of Space

PTs may use the gym floor and authorised spaces on a fair-use basis.

Fair use means using space reasonably, without disrupting other members, classes, staff, appointments or business operations.

PTs must not:

reserve equipment or areas unnecessarily;

block walkways, fire exits, access routes or emergency equipment;

use studios during classes or booked sessions without permission;

use treatment rooms, offices, staff areas, storage areas or restricted areas without authorisation;

bring clients into areas they are not entitled to access.

If space is required for a class, event, maintenance, member use or operational need, Ignite’s decision takes priority.

 

5. Equipment, Cleaning & Reset

PTs are responsible for tidying up after themselves and their clients.

After each session, PTs must:

return all equipment to its correct location;

wipe down equipment used;

remove bottles, towels, bands, mats, plates, dumbbells and personal items;

leave the space safe, clean and ready for the next member, PT or class;

report damaged, faulty or unsafe equipment to Ignite.

PTs must not leave equipment unattended, scattered, loaded, obstructing access or set up for later use.

Repeated failure to reset the space may be treated as a conduct issue.

 

6. Safety & Scope of Practice

PTs must deliver sessions safely and within the scope of their qualifications, insurance and professional competence.

PTs must not knowingly instruct or permit unsafe exercises.

PTs must take reasonable account of a client’s:

ability;

movement competence;

injury history;

fatigue;

health status;

confidence level.

experience;    

PTs must not provide medical, clinical, nutritional, rehabilitation or supplement advice unless properly qualified and insured to do so.

Where a client appears unwell, injured or unsuitable for training, the PT should stop or adapt the session and advise the client to seek appropriate medical guidance.

Self-employed people can still have health and safety duties where their work creates risk to others, so PTs must act with proper care when training clients in a shared facility. (HSE⁠ )

 

7. Emergencies, Incidents & Safeguarding

PTs must know Ignite’s emergency procedures, including fire exits, first aid arrangements and how to raise concerns.

PTs must report the following to Ignite on the same working day:

injuries;

medical events;

accidents;

serious complaints;

safeguarding concerns;

unsafe equipment;

significant disputes;

behaviour that may place a member, staff member or visitor at risk.

Safeguarding concerns must be reported immediately.

PTs must not place themselves, a child, vulnerable person or member in a situation that could reasonably create safeguarding concern.

 

8. Member Access & Trials

Non-members may only access Ignite in accordance with Ignite’s membership, trial, guest or visitor policies.

Trial users must be correctly registered and must scan in.

PTs must not:

train unregistered non-members;

extend trial access without Ignite approval;

allow clients to enter without scanning in;

allow friends, guests or clients to access Ignite without authorisation;

suggest that PT payment includes Ignite membership.

After the permitted trial period, the client must hold an active Ignite membership to continue training at Ignite.

 

9. PT Payments, Diary & Cancellations

PTs manage their own:

client payments;

prices;

packages;

cancellations;

refunds;

rearranged sessions;

diary;

communication with clients.

Ignite does not process PT payments, guarantee PT income, administer PT bookings or handle PT refund disputes.

PTs must not tell clients that Ignite is responsible for their PT sessions, payments, refunds or cancellations.

 

10. Selling & Soliciting Members

PTs may build their business professionally and respectfully within Ignite.

PTs must not:

pressure members;

repeatedly approach members who have shown no interest;

interrupt member workouts;

make members feel uncomfortable;

use misleading claims;

interfere with another PT’s client relationships;

promote competing gyms, classes, online coaching, memberships or group programmes inside Ignite without permission.

Natural conversation is fine. Aggressive or intrusive selling is not.

 

11. Data Protection & Client Records

PTs are responsible for the security of any client data they collect.

This may include:

names;

contact details;

health screening forms;

injury notes;

progress notes;

payment records;

before-and-after photos;

training history.

Client records must be stored securely and not left visible or unattended at Ignite.

PTs must not access Ignite systems, member records, software or databases unless authorised.

Any data breach or suspected data breach must be reported to Ignite within 24 hours.

Personal data includes information relating to an identified or identifiable person, so PT notes, health forms and contact details should be treated carefully. (Information Commissioner’s Office⁠ )

 

12. Social Media, Filming & Reputation

PTs must protect Ignite’s reputation online and offline.

PTs must not publish, share or engage in content that could reasonably bring Ignite into disrepute.

PTs must obtain permission before filming, photographing or recording members, staff, visitors or contractors.

PTs must not use Ignite’s name, logo, branding, photography, videos, premises or intellectual property in a way that suggests endorsement without permission.

Ignite may choose to share, repost or collaborate on PT content at its sole discretion.

Ignite is not obliged to provide promotion, referrals, social media exposure, website exposure or in-house marketing.

Ignite may request removal of content relating to Ignite, its members, premises, operations or brand where it reasonably believes the content may cause harm.

 

13. Café, Shared Areas & Belongings

PTs may receive complimentary tea and coffee while working and a 20% discount on eligible chilled drinks and snacks.

These benefits are for the PT personally and must not be extended to clients, members, friends or third parties unless authorised by Ignite.

PTs must keep shared areas clean and respectful.

PTs are responsible for their own belongings and equipment.

Ignite does not provide dedicated storage unless agreed.

Items left at Ignite remain at the PT’s risk and may be moved where necessary.

 

14. CCTV & Evidence

PTs acknowledge that CCTV operates within Ignite for safety, security, safeguarding, operational and evidential purposes.

CCTV may be reviewed when investigating:

complaints;

incidents;

safety concerns;

safeguarding concerns;

breaches of the PT Agreement;

operational issues.

 

15. Complaints, Concerns & Investigations

Ignite may investigate any complaint or concern involving a PT.

During an investigation, Ignite may:

speak to members, staff, PTs or witnesses;

review CCTV where appropriate;

request documents;

ask for written comments;

temporarily restrict or suspend access;

issue reasonable instructions.

PTs must cooperate fully and honestly.

Ignite is not required to follow a formal employee disciplinary process because the PT is self-employed, but Ignite will act reasonably and proportionately.

 

16. Performance & Standards

Ignite may raise concerns where a PT’s conduct, professionalism, communication, cleanliness, safety, reliability, member engagement or attitude falls below expected standards.

Examples include:

repeated member complaints;

poor communication with clients;

failing to tidy up;

ignoring procedures;

unsafe coaching;

negativity around members;

poor interaction with staff;

making the gym feel uncomfortable;

failing to support membership processes;

repeated late payment;

reputational issues.

Ignite may deal with concerns by:

informal conversation;

written reminder;

corrective action request;

temporary suspension;

termination of the PT Agreement.

Serious issues may result in immediate suspension or termination.

 

17. Compliance Checks

Ignite may request reasonable evidence that the PT is complying with the PT Agreement and these standards.

This may include:

insurance certificates;

qualifications;

first aid certification;

DBS evidence where applicable;

client screening records;

incident records;

evidence of appropriate professional competence.

Failure to provide requested evidence within a reasonable timeframe may result in suspension.

 

18. Breach of These Standards

A breach of these standards may be treated as a breach of the PT Agreement.

Ignite may take action depending on the seriousness, risk and history of the issue.

Serious breaches include, but are not limited to:

unsafe training;

safeguarding concerns;

dishonesty;

data breaches;

aggressive behaviour;

harassment or discrimination;

allowing unauthorised access;

reputational damage;

repeated failure to follow procedures;

serious member complaints;

working without valid insurance.

Ignite may suspend or terminate access immediately where it reasonably believes this is necessary to protect members, staff, the facility, operations or reputation.

 

19. Updates

Ignite may update these Operating Standards from time to time to reflect legal, insurance, health and safety, safeguarding, operational or business requirements.

PTs will be expected to comply with the latest version once issued.