Part 1 – Identity and general rules

1. Who are we and how can you contact us?

TrainerLink is a Dutch online marketplace for training. The provider’s registered name, business address, Chamber of Commerce and VAT details are available in our company details.

For questions, complaints, reports and objections, contact our support team (article 45). TrainerLink serves the Dutch market.

2. Definitions

In these terms:

• Platform: the TrainerLink website, app, software and services, such as searching, booking, payments, messaging, reviews, support and administration.
• Customer: a user who searches for, buys, books or attends training.
• Trainer: the independent business provider who sells and delivers the training.
• Training Agreement: the agreement concerning the training between the customer and trainer.
• Platform Agreement: the agreement between a user and TrainerLink concerning use of the platform.
• Booking: a reservation for training or a place in training recorded through TrainerLink.
• Content: profile information, messages, photos, reviews and other information a user provides through the platform.

3. Applicability and acceptance

These terms govern the Platform Agreement for visitors, customers and trainers insofar as they lawfully form part of it. When an account is created, these terms and the Privacy Policy are brought to the user's attention.

Where express renewed consent is required for a change, we do not infer it from logging in, continued use, passive browsing or earlier acceptance. Clause 43 governs changes to these terms. The Privacy Policy separately describes how TrainerLink processes personal data.

Mandatory consumer law and other rights that may not be waived prevail over these terms. An invalid provision does not affect the other provisions; it is applied only to the extent legally possible.

4. Age and eligibility

You must be at least 18 years old and legally capable of entering into the relevant agreement. You may only book or provide training through TrainerLink for participants aged 18 or older. There is no booking route for a parent acting on behalf of a minor.

Trainers use TrainerLink for their profession or business. Anyone acting on behalf of an organisation represents that they are authorised to bind that organisation.

5. TrainerLink's role and the contract with the trainer

TrainerLink is an online marketplace and intermediation service. The training agreement is directly between the customer and the trainer. The trainer offers and delivers the training; TrainerLink is not a party to that agreement and does not deliver the training itself.

TrainerLink provides the platform service, supports matching and communication, and facilitates payments for the trainer. TrainerLink also offers administrative, safety and support functions. The trainer remains responsible for the offering, delivery, quality, suitability and safety of the training, their own taxes and the legally required information about the training. TrainerLink is not an employer, temp agency, healthcare provider or emergency service. This does not affect TrainerLink's own legal obligations.

Before payment, the contracting party, service, total price, time, payment, cancellation and complaint route must be clear, among other things. These terms do not replace information about the specific purchase.

6. Accounts and security

An account is required for certain functions. You provide accurate, complete and current information, keep your login credentials confidential and report suspected misuse immediately to our support team (article 45).

Where there are indications of fraud, misuse or unauthorised access, TrainerLink may take reasonable security measures, such as temporarily restricting access. You are not responsible for misuse that cannot reasonably be attributed to you.

7. Permitted use

Use TrainerLink lawfully, fairly and only for its intended purpose. Prohibited conduct includes fraud, deception, harassment, discrimination, unsolicited messages, harmful software, automated collection without permission, technical disruption, manipulation of bookings, payments, reviews or rewards, and misuse of personal data.

Users may not infringe the rights of others or post illegal content. Contact that arises through TrainerLink may not be used to circumvent platform fees or payment and safety rules.

8. Content, messages and intellectual property

Users retain ownership of their content and must have the necessary rights to share it. They grant TrainerLink a non-exclusive, worldwide and royalty-free licence insofar as necessary to store, display, technically process, moderate and secure content, improve the service and promote the platform. The licence ends when the content is no longer needed, except where retention is needed by law or for an ongoing dispute.

Messages are available only in permitted booking or trainer-customer contexts. Messages and uploads may be restricted in connection with contact details, external payment or booking attempts, unsolicited messages, fraud, or illegal or unsafe content. Staff do not routinely read all conversations; human access is limited to support, reports, disputes, safety, payments, fraud or legal necessity.

Rights to software, design, trade names, databases and proprietary platform content remain with TrainerLink or its licensors. See the company details for TrainerLink's legal identity.

9. Illegal content, moderation and appeals

Illegal content can be reported electronically through our support team (article 45) or, where available, a reporting function. Where possible, include the exact location of the content, why you believe it is illegal, your name and email address, and a statement that your information is accurate and complete in good faith. Anonymous reporting remains possible where required by law.

TrainerLink uses automated checks for certain content and human review. Measures may include reduced visibility, blocking communication, removing content, restricting bookings or suspending an account.

We act carefully, proportionately and in good faith and consider the rights and interests of those involved. Where required by law, the affected user receives an electronic reasoned decision stating the basis, scope, any automation used and the appeal route. Appeals can be made through our support team (article 45). Misuse of reporting or appeal procedures may be restricted.

10. Privacy and service providers

TrainerLink processes personal data in accordance with the Privacy Policy. Use other users’ data only for the training, booking or another lawful platform action for which it was provided.

TrainerLink may use service providers for payments, payouts, identity verification, hosting, communication, maps, calendars, usage analytics, fraud prevention and support, among other purposes. They may collect data directly. TrainerLink may also process payment and identity data. The Privacy Policy describes recipients, retention periods and your rights, among other matters.

11. Platform availability and changes

We strive to provide a safe and usable platform, but do not guarantee that it will always be available or error-free. Maintenance, security, legislation, fraud, dependencies or technical problems may temporarily change or interrupt features. Optional connections with other services may change, fail or be disconnected.

A platform change does not by itself alter a completed purchase or an existing legal right. If ongoing paid bookings are affected, we seek a reasonable solution that respects the Training Agreement and mandatory rights.

Part 2 – Searching, offers, booking and payment

12. Public profiles, prices and ranking

Visitors can view and search and filter public trainer profiles, services, prices and available offerings. The information shown depends on the profile and the search. The Privacy Policy explains how TrainerLink processes personal data.

In the default Recommended order, distance carries the most weight. Match with the selected specialisation, availability and review quality carry equal weight next. Response speed and cancellation reliability follow. The number of reviews, the share of requests accepted and the number of completed sessions carry less weight; the share of profile visits leading to a booking request and profile completeness carry less weight still. These factors help show results relevant to the search and give insight into availability and reliability. Their effect can vary between searches.

Frequent cancellations, no-shows, open disputes, moderation restrictions and outdated availability may lower the score. The score of a recently approved trainer with little information from sessions, reviews and requests may be temporarily capped.

Price does not count towards the Recommended score, but price filters can determine which results appear. For Lowest price, price is the main sorting factor; for Top rated, it is the rating, and for Nearest, the distance. Other factors may determine the order when values are equal.

TrainerLink currently offers no paid or sponsored placement in the ranking. If this changes, paid placement will be clearly labelled and the terms amended in advance.

13. Offerings and price changes

A trainer may change an offering, its price and availability. At checkout, TrainerLink checks the details and price. If a price quote has expired or the offering has changed or is no longer available, the customer may be asked to choose again or confirm the current price.

Before payment, the customer checks the displayed details and terms, including the service, total price, payment method and cancellation rules and, where applicable, the trainer, date, time and location. Later changes to an offering do not change the agreed terms of a confirmed purchase.

14. Individual direct bookings

For a direct individual booking, you choose an available time slot and proceed to payment. The time slot may be held temporarily while you pay. Follow the payment deadline and status shown during the booking process. The trainer's prior approval is not required for this booking.

The booking is confirmed after successful payment and processing. An unpaid, expired or abandoned reservation may be released. If you book an individual training session with a package credit, you will see confirmation during the booking process.

15. Duo bookings

A duo training session is for two people. One customer books for both. For a standalone booking, that customer pays the full duo price; an eligible previously purchased package credit can also be used for a duo booking.

For a standalone booking, the customer sees the price, time, location and applicable terms in advance. The booking is confirmed after successful payment. An unpaid or expired reservation may be released. If payment arrives after release, it is handled under the applicable payment and refund procedure.

16. Open group classes

A trainer may offer an open group class with, among other details, its date, time, location, price per place, capacity, minimum number of participants and enrolment deadline. Each customer may have at most one active place per class. A temporary payment reservation may occupy a place. A directly paid place is confirmed after successful payment; a place may also be booked using a valid session credit.

Enrolment may close or fill up before payment is completed. If the minimum is not reached when enrolment closes, the class is cancelled. A full refund is initiated for a directly paid booking, even if the ordinary cancellation windows have passed. Failed processing may require manual handling. There is no automatic rescheduling. The session package terms also apply to bookings using session credits.

Customers see occupancy counts, but not the identity or payment details of other participants. The trainer receives participant information for delivery and administration of the class. The privacy policy explains how personal data is processed.

17. Session packages and credits

A trainer may offer a prepaid session package. The package terms recorded at purchase, including the price, number of sessions, validity and applicable refund rules, continue to apply to that package. The package becomes active after successful payment. Credits are linked to the trainer and service and cannot be transferred to another trainer.

A client may pause an active package. When it resumes, its validity may be extended within the remaining pause allowance. If the trainer is unavailable, TrainerLink may protect the package and the client may request a refund for unused credits.

When a session booked with a package credit is cancelled, the outcome depends on the booking status and applicable cancellation terms: the credit may be returned or consumed, or a partial refund may be processed.

The client may request a refund for unused credits. Active reservations and the package status may prevent the request. The refund is calculated from the purchase and previous refunds; some cases require manual review. A request is not a completed refund. Statutory rights continue to apply.

18. Recurring bookings

In an existing recurring series, each booking request created is a separate booking for which a package credit is reserved. Availability, package validity and the applicable booking rules apply to each time. An unavailable or declined time does not mean that other times are confirmed.

If a booking is cancelled or has another outcome, the applicable package and cancellation terms determine whether the credit is released, restored or used, and whether any refund applies.

19. Payment and payment status

Prices are in euros and include VAT where applicable. Before placing the order, the customer sees the total amount payable. A payment service provider processes the payment. Starting a payment does not mean it has succeeded.

TrainerLink may collect and settle payments on the trainer's behalf. Refunds, chargebacks and disputes may affect the payment and the payout to the trainer. A failed, reversed, disputed or unconfirmed payment may affect the confirmation or handling of the booking.

20. Cancellation, rescheduling and no-shows

For a directly paid booking cancelled by the customer, the usual policy is: a full refund at least 24 hours before the start; 50% less than 24 hours but at least 6 hours before the start; and no automatic refund thereafter before the start. Amounts already refunded are deducted. Once the session has started, the customer cannot cancel the booking themselves. A dispute or other circumstances may require review. Mandatory law continues to apply.

For a session booked with package credit, the package terms recorded at purchase apply. Depending on the timing, a credit may be returned, part of the amount allocated to the session may be refunded, or the credit may be consumed. Any clearly displayed different terms apply to other bookings.

An eligible booking can normally be rescheduled once, no later than 6 hours before its original start, if the other party agrees and the new time is available. Available options and conditions are shown with the booking.

A customer no-show normally results in no refund. A trainer cancellation or recorded trainer no-show may result in a full refund for the affected session; the outcome depends on the booking and any review. Contact TrainerLink about exceptional circumstances.

21. Right of withdrawal for online purchases

For a distance contract, a consumer often has a 14-day right of withdrawal. Whether it applies depends on the purchase. Training or a leisure service on a specific date or during a specific period may fall under a statutory exception. A package, credit or service without a fixed date may be treated differently.

Before purchase, it must be made clear for each offer whether a right of withdrawal applies, its period and consequences, and how to exercise it. If performance starts within an applicable withdrawal period, your express request and the legally required acknowledgement must be recorded where necessary. These terms do not replace that information or record.

Where the right of withdrawal applies, you may exercise it by an unequivocal statement or the model form in the appendix. Address it to the trainer for training, or to TrainerLink for the platform service. You may also send your statement to our support team (article 45). Statutory rights in the event of non-performance or defective performance remain.

22. Attendance, QR check-in and manual confirmation

Attendance can be recorded through QR check-in or manual confirmation. Use a QR code or attendance status only for its intended purpose and do not share a code without permission. For group classes, the trainer may provide a shared QR code to participants.

Manual confirmation may require input from both parties and is subject to the applicable timing. TrainerLink may investigate a report and correct an attendance status in the event of a demonstrable error, fraud or dispute.

23. Reports, disputes, refunds and chargebacks

Report a problem to TrainerLink as soon as possible, for example through booking support. Eligible paid bookings normally have a 24-hour dispute period after recorded completion before payout is possible. Contact support promptly about a problem; a report does not automatically pause payout. An operational period does not shorten any mandatory complaint, warranty or limitation period.

TrainerLink may assess information from those involved and pause a payout in cases including a dispute, refund request, chargeback, fraud risk, incomplete verification or legal obligation. An approved refund normally goes through the original payment method; processing time also depends on the payment provider. Tell TrainerLink about an existing refund or chargeback so it can be investigated and a duplicate refund can be avoided.

24. Reviews, referrals and loyalty

A review of a trainer requires an eligible completed, paid booking and must honestly reflect a real experience. TrainerLink may check, flag, hide or remove reviews in the event of fraud, harassment, illegal content, irrelevance or a violation of the rules. A review may also be hidden if the booking's payment, refund or dispute status changes. Any reward for a review may never depend on a positive rating.

Referrals, points, discounts and other loyalty benefits are available only when offered and under the promotional terms shown. They may expire or be corrected when their validity ends, or in the event of a refund, chargeback, error or misuse. They cannot be exchanged for cash unless expressly stated otherwise.

Part 3 – Additional rules for customers

25. Obligations of customers

Customers check purchase details, pay on time, attend at the agreed time, follow reasonable safety instructions and treat trainers, participants and support staff respectfully. They promptly share necessary safety restrictions with the trainer.

Misuse of reservations, refunds, chargebacks, reviews or attendance records is prohibited. This does not restrict any right to request a refund, dispute a payment or post an honest review.

26. Group class participants

Each customer books their own seat in an open group class and checks their own booking details. The seat is paid for at booking or booked using an eligible package credit.

The group class view does not provide participants with other participants’ contact, payment or profile details. The applicable booking terms and statutory rights govern changes and refunds.

27. Health and safety

Training is physical activity and carries risks. TrainerLink does not provide medical advice, diagnosis, treatment or emergency assistance. Discuss relevant limitations with the trainer and, if in doubt, seek advice from a qualified healthcare professional beforehand. In immediate danger, call 112 first.

The trainer remains responsible for professional and safe delivery within their expertise. Stop training if you feel unsafe or unwell. After any emergency assistance, report an incident through Support on the relevant booking or at our support team (article 45). Do not share medical information publicly, and provide only information needed for the training or follow-up. See also our privacy policy.

28. Restriction or termination of customer accounts

A customer can request account closure through account settings or our support team (article 45). Outstanding obligations may affect processing.

TrainerLink may take proportionate measures in cases of fraud, unsafe behaviour, repeated payment problems, illegal content, misuse, or a serious or ongoing breach of these terms. We may act immediately in urgent cases involving safety, fraud, law enforcement or risk to others.

Where reasonable and legally required, we inform the customer in advance of the measure and the opportunity to object. A customer can contact support. Ongoing bookings and any refunds are handled under the applicable terms and legal rights. Necessary data may be retained for legal obligations or ongoing disputes.

Part 4 – Additional rules for trainers

29. Trainer as an independent business provider

The trainer offers training as an independent business and not as an employee of TrainerLink. Within the platform rules, the trainer determines their own offering and how it is delivered. The trainer is responsible for applicable taxes, VAT, permits, qualifications, insurance and professional conduct.

The Training Agreement is formed directly between the trainer and the customer. The trainer provides information legally required before the agreement, delivers training properly and safely, and handles complaints about delivery. The customer may also contact TrainerLink for support under these terms.

30. Registration, business details and verification

The trainer provides accurate and current business, Chamber of Commerce, VAT, identity, qualification, contact and payout details insofar as requested and lawfully necessary. TrainerLink may check evidence, request additional information and make activation or payout conditional on checks.

Verification reduces risks but is not a quality guarantee, certification or confirmation of all statements. The trainer provides the information that must legally be available to customers before a contract is concluded. TrainerLink processes verification data in accordance with the privacy policy.

31. Profile, offering, prices and availability

The trainer keeps their profile, services, prices, VAT information, locations, availability, group capacity and package terms complete and current. Public information may not be misleading. The trainer honours the agreed terms of confirmed bookings and purchases.

The trainer updates availability promptly, prevents double bookings and reports unavailability immediately. A replacement or materially different service requires the customer's consent where the law or agreement requires it.

32. Ranking and visibility for trainers

The main ranking factors are set out in Article 12. The selected sort order and factors such as availability, quality and moderation can affect a trainer’s position and visibility.

TrainerLink does not treat its own or controlled offerings differently from other trainers’ offerings unless this is clearly disclosed. There is no paid placement. If this changes, TrainerLink will explain its nature, main parameters and effect on ranking.

33. Bookings, delivery and replacement

The trainer honours the applicable agreements for bookings, group classes, packages and recurring sessions. The trainer arrives on time, delivers the agreed service professionally and cooperates honestly in recording attendance.

If the trainer cannot deliver a session, they inform the customer and TrainerLink immediately. A substitute must be suitable and have the required consent. Cancellation, failure to attend, an inaccurate attendance record or defective delivery may, under the applicable terms, lead to a refund, correction, consequences for visibility or account measures.

34. Commission, settlement, payout and administration

For paid services, TrainerLink deducts the agreed platform fee and applicable VAT from the amount owed to the trainer. The current rates and calculation basis are shown under the platform fee in these terms. The terms recorded for the purchase apply to a paid booking or package session. The fee may differ for the first paid session and later paid sessions of the same client with the same trainer. Each purchased session in a package counts separately, so one package can include both the first and repeat rate.

TrainerLink may receive payment on the trainer’s behalf and offset the agreed fee and applicable corrections. An earned amount becomes eligible for payout after completion of the session and the applicable dispute period, provided the payout conditions are met. Payouts normally take place weekly; bank processing may take longer. A refund, chargeback, dispute, incomplete verification, failed transfer or necessary correction may delay or change a payout.

The trainer provides accurate payment, tax and invoice details, checks financial statements and reports errors as soon as possible.

35. Anti-circumvention

A trainer may not encourage a customer obtained through TrainerLink to handle future relevant bookings or payments outside the platform in order to avoid commission, payment protection, administration or safety checks. This protects the revenue model and the shared booking, payment, dispute and safety functions.

The restriction applies only insofar as reasonable, transparent and legally permitted. It does not prevent a statutory right, a genuine existing relationship that did not originate through TrainerLink or communication needed to conduct a training safely.

36. Access to data and handling after termination

During the agreement, the trainer can view data about their profile, offerings, bookings, customer relationships, performance and finances through the available parts of TrainerLink, insofar as access is permitted. Access to personal data and other confidential data is limited to what is permitted.

After termination, data is made available insofar as required by law or the agreement. TrainerLink may retain data for administration, tax, payments, refunds, disputes, fraud prevention, safety and legal claims, among other purposes, for as long as necessary or legally required. Applicable rights of access, data portability and deletion remain in effect. See the Privacy Policy for more information.

37. Restriction, suspension and termination

TrainerLink may proportionately restrict offerings, visibility, communication, bookings or payouts in the event of inaccurate business information, safety risks, fraud, illegal content, poor delivery, payment problems or a breach of law or these terms.

Where required by law, the trainer receives a reasoned decision and information on how to object in advance or immediately afterwards. For ordinary termination by TrainerLink, a notice period of 30 days applies in principle. No prior notice period is required where a legal obligation, urgent safety or cybersecurity issue, fraud, repeated breach or another statutory exception justifies it.

The trainer can terminate the agreement through our support team (article 45). Existing bookings, payments and legal obligations continue to apply.

38. Changes for business users

TrainerLink announces material changes for trainers on a durable medium, in principle at least 15 days before they take effect. We provide a longer period when reasonable technical or commercial adjustment requires it. Legal, regulatory, fraud, safety or cybersecurity necessity may justify a shorter period.

Changes do not apply retroactively to completed purchases or the terms recorded for them. Waiver of the notice period and express termination are handled only as legally permitted. Where renewed consent is needed, we request it actively and do not infer it from continued use.

39. Complaints and mediation

Trainers can send a complaint about TrainerLink, for example about technology, ranking, moderation, payments, restrictions or the application of these terms, to our support team (article 45). Clearly explain the complaint and include relevant booking or decision references.

Where applicable rules require it or TrainerLink offers mediation, TrainerLink provides information about suitable mediators and the allocation of costs before mediation. Mediation does not limit access to a competent court.

Part 5 – Final provisions

40. TrainerLink's liability

TrainerLink is responsible for its own platform service insofar as provided by law and the Platform Agreement. TrainerLink does not provide the training and is not liable for the actions of a trainer or customer merely because the platform intermediates. This does not exclude liability for TrainerLink's own fault.

For consumers, all mandatory rights and remedies remain intact. For business users, liability for indirect damage, consequential damage, loss of turnover or profit and data loss is excluded insofar as legally permitted. TrainerLink's total liability to a business user is limited to the amount that user paid to TrainerLink in the preceding twelve months, up to a maximum of €500.

This limit does not apply to death or personal injury, intent or wilful recklessness by TrainerLink, or other liability that may not be excluded or limited.

41. Liability and indemnity of business users

A trainer is liable for their own offering, training, tax obligations, content and breaches attributable to them. To the extent legally permitted, the business user indemnifies TrainerLink against substantiated third-party claims that directly arise from their unlawful content, deception, breach of these terms or defective delivery of the training.

The indemnity does not apply insofar as the claim was caused by TrainerLink, cannot be attributed to the business user or may not legally be shifted. There is no business indemnity for consumers.

42. Force majeure

No party is liable for delay caused by an event outside its reasonable control, such as a major infrastructure outage, cyberattack, government measure, fire or natural disaster, insofar as the party could not reasonably prevent the consequences.

Force majeure does not erase accrued payment, refund or legal rights. The affected party informs the other party where reasonably possible and mitigates damage. If a training ultimately cannot be delivered, applicable refund and consumer rights remain in force.

43. Changes to the terms

TrainerLink may amend these terms in response to changes in the product, market, safety or law. We publish the updated terms and appropriately inform users about material changes. Article 38 also applies to trainers.

New terms do not retroactively change a completed purchase or the agreed terms of an existing booking or payment. Login, passive browsing and continued use do not constitute agreement to a material change when expressly renewed consent is required.

44. Complaints, applicable law and competent court

Send complaints to our support team (article 45) with relevant facts and references. The complaints procedure does not limit any legal remedy. Dutch law applies to the Platform Agreement.

A consumer retains the mandatory consumer law of the country where that protection applies under private international law and may bring proceedings before any court that has jurisdiction under mandatory law. These terms therefore designate no exclusive Dutch or Rotterdam court for consumers. For business disputes, the Dutch court competent under the ordinary statutory rules has jurisdiction, unless the parties validly agree otherwise.

45. Contact

For questions, complaints, reports or help, contact TrainerLink at support@trainerlink.nl. Our registered business information is available on the business details page.

Appendix – Model withdrawal form, only where a right of withdrawal applies

Use this form only if a right of withdrawal applies to the particular agreement. You may also use another unequivocal statement.

To: the other party to the agreement. For training, this is the relevant trainer; provide the trainer's name and contact details. For a platform agreement, this is TrainerLink, Slinge 282, 3086 EN Rotterdam, The Netherlands, support@trainerlink.nl. For help submitting the form, see Contact (article 45). See also the business details.

I hereby notify you that I withdraw from my agreement concerning the following service:

• Name and contact details of the other party:
• Description of the service and, if known, booking or purchase number:
• Ordered on:
• Consumer's name:
• Consumer's address:
• Date:
• Consumer's signature, only if this form is submitted on paper: