Sweatty
Trust & Safety

Dispute resolution

When something goes wrong between two users, the Sweatty trust team can step in — for some things, not all. Here's the line, in plain terms.

What we mediate

  • No-shows. Did they confirm and not turn up? We check geofence logs and chat. A confirmed no-show is a strike.
  • Late cancellations. Cancellations inside the 1-hour window. Same evidence trail.
  • Harassment reports. In-app chat, behaviour at sessions reported by either side. We review chat logs and any prior reports.
  • Account holds and bans. If your account was paused or closed and you think we got it wrong, we'll have a different reviewer take a second look.
  • Verification disputes. If liveness rejected you wrongly, or you can't get a verified badge you think you've earned.

What we don't mediate

  • Civil disputes between users. Money owed, contracts, property damage between two members are between the two of you (or your insurers or solicitors).
  • Medical bills from injury during a session. Sweatty isn't your insurer. If a session led to A&E, that's between you, your insurance, and (if relevant) the venue.
  • Lost or stolen items. We don't reimburse kit left at sessions. Report theft to the venue and to the police if relevant.
  • Coach quality complaints about non-Sweatty coaches. If you booked through Sweatty's coach marketplace, see the coach-marketplace dispute flow (in-app). If you met your coach via a partner match and they're not on Sweatty, that's outside our remit.

How to file a dispute

Inside the app: tap the session or profile in question, choose Open dispute, pick a category, and tell us what happened in your own words.

By email: safety@sweattyapp.com with subject line "Dispute — [session ID or username]". Include screenshots if you have them.

Timeline: initial human response within 48 hours, full resolution within 7 days. If we need more information from you, that clock pauses until we hear back.

Final decisions and appeals

The Sweatty trust team's decision is final. You can appeal once within 14 days of the decision, in writing, to the same email. A different reviewer will look at it. If your appeal succeeds, we'll undo the action and tell you what changed.

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