Question 1

What is Connect by Vyonic?

Accepted Answer

A marketplace for finding and booking verified coaches across sport, wellbeing and life disciplines. Coaches are independent professionals. Connect handles discovery, booking, payment and payouts. Start on Find a coach.

Question 2

Do I need a separate account for Connect?

Accepted Answer

No. You use one VYONIC account across all VYONIC apps. Sign in with your email, Google or Apple.

Question 3

Can I be both a client and a coach?

Accepted Answer

Yes. One account can book sessions and also run a coach profile. Switch between My dashboard and Coach dashboard from the account menu.

Question 4

Which phone details do you ask for?

Accepted Answer

Clients don't need a phone number to sign up. You only add a WhatsApp number when you book a session at your home. Coaches must give a phone number when they apply.

Question 5

How do I book a session?

Accepted Answer

Open a coach's profile on Find a coach, tap See available sessions, and pick a slot. You can pay straight away or add it to your cart.

Question 6

How does the cart work?

Accepted Answer

Your cart holds up to 10 sessions, from one coach or several, and you pay for them all at once. Each session is held for you for 15 minutes. If you don't pay within that time, it's released so other clients can book it.

Question 7

What does it cost?

Accepted Answer

The coach's price for the session, plus a platform fee of AED 5 per session. All prices are in AED, and the total is shown before you pay.

Question 8

How do I pay?

Accepted Answer

By card, securely through Stripe, when you check out. Your session is confirmed as soon as the payment goes through.

Question 9

What does "You choose the focus" mean?

Accepted Answer

Some coaches let you pick the discipline when you book, for example Personal Training or Assisted Stretching. You'll be asked to choose one before you can continue.

Question 10

What session formats are there?

Accepted Answer

Each slot is one of three:
• In person: at the coach's venue. The address is on the slot.
• At your place: the coach comes to you.
• Online: a video call.
You can filter by format on Find a coach.

Question 11

What do I need for a session at my place?

Accepted Answer

Your address, picked on the map, and a WhatsApp number. You can't confirm the booking without both. They're shared only with the coach you booked, so they can find you and reach you. You can save addresses for next time in My dashboard → My addresses.

Question 12

Where do I find the link for an online session?

Accepted Answer

In your booking, under My dashboard → Sessions. Only you and your coach can see it.

Question 13

How does check-in work?

Accepted Answer

When you meet, your coach checks you in. You show them your check-in code or QR code, which you'll find in My dashboard → Sessions. Check-in opens 15 minutes before the session starts.

Question 14

What if the wrong code is entered?

Accepted Answer

After 5 wrong tries, check-in locks for that session. After the session ends, you'll be asked to confirm whether it happened.

Question 15

What if my coach didn't check me in?

Accepted Answer

After the session ends, we email you asking whether it took place. You can answer from that email or from your dashboard.

Question 16

What if something went wrong?

Accepted Answer

Choose Report a problem when you're asked to confirm the session. Our team reviews it, and the coach's payment stays on hold until we decide.

Question 17

Do sessions disappear once they start?

Accepted Answer

No. A session stays under Upcoming until it ends, then moves to Past.

Question 18

Can I move a session to another time?

Accepted Answer

Yes. Open the booking in My dashboard → Sessions, tap Reschedule, and choose one of the coach's open times. The coach then accepts or declines.

Question 19

Can my coach ask to move a session?

Accepted Answer

Yes, in the same way. You'll get an email and can Accept or Decline from your booking.

Question 20

Are there limits?

Accepted Answer

• You can't ask to reschedule within 4 hours of the session start.
• Each booking can have only one open request at a time, from either side.
• Rescheduling isn't possible once the session has been checked in.

Question 21

What if nobody answers a request?

Accepted Answer

It expires automatically 4 hours before the session starts, and the session stays at its original time.

Question 22

What if a request is declined?

Accepted Answer

The session stays at its original time. You can send another request, as long as it's more than 4 hours before the start.

Question 23

Can I cancel a session I booked?

Accepted Answer

No. All sales are final once you've paid. If you can't make it, ask to reschedule instead from My dashboard → Sessions. Full details are in our Cancellation & Refund Policy.

Question 24

What if my coach cancels?

Accepted Answer

You get a full refund of the session price and the platform fee, back to your original card. Refunds usually show on your statement within 5–10 business days, depending on your bank.

Question 25

What if I don't show up?

Accepted Answer

No refund is due for a missed session.

Question 26

What if a session didn't happen as booked?

Accepted Answer

Report it when you're asked to confirm the session. Our team reviews it. If the session didn't take place, you can be refunded.

Question 27

Who do I contact about a payment?

Accepted Answer

Write to us through the Contact page. Please contact us before disputing a charge with your bank, because we can usually sort it out faster.

Question 28

How do I become a coach?

Accepted Answer

Apply through Become a coach. You'll fill in your profile, disciplines, experience and certifications, and upload a profile photo. A phone number is required.

Question 29

What happens after I apply?

Accepted Answer

Our team reviews every application. While yours is being reviewed, you can explore your Coach dashboard, but you can't edit your application or publish sessions. We email you when it's approved or if we need anything.

Question 30

Which documents can clients see?

Accepted Answer

Once you're approved, your certifications appear on your public profile. Trade licences stay private and are seen only by our review team.

Question 31

Does it cost anything to join?

Accepted Answer

No. Applying and listing are free. Fees only come off when you're paid for sessions (see Payouts and fees below).

Question 32

How do I publish sessions?

Accepted Answer

From Coach dashboard → Published slots, choose the date, start time (in 15-minute steps), length, price, format and discipline. You can repeat a slot up to 20 times. Any repeats that clash with existing slots are skipped, and the rest are published.

Question 33

Can I change a slot after publishing it?

Accepted Answer

Yes, as long as nobody has booked it. You can change the date, time, length, price, format, location and discipline. The change isn't allowed if it would overlap another of your slots.

Question 34

What if I need to cancel a booked session?

Accepted Answer

You can cancel from Coach dashboard → Bookings up until the client has been checked in. The client gets a full refund. You cover the card fee and the AED 5 platform fee, which are taken off your next payouts.

Question 35

What do I need to get paid?

Accepted Answer

Set up your Stripe payout account from Coach dashboard → Payouts. Payouts can't be sent until that setup is complete.

Question 36

When do I get paid?

Accepted Answer

Your payout is scheduled once the session is confirmed: when you enter the client's check-in code, or when the client confirms it happened. Your full share is then sent 6 UAE business days later.

Question 37

What fees come off?

Accepted Answer

• Card processing fee, taken from the session price.
Coach dashboard → Payouts shows the full breakdown for every session.

Question 38

What if a client reports a problem?

Accepted Answer

Your payout is held while our team reviews the session. If we decide it happened, the payout goes ahead as normal. If it didn't, the payout stays on hold and the client can be refunded.

Question 39

What if I owe money from a cancellation?

Accepted Answer

It's recorded on your account and recovered automatically from your next payouts. You can see it in Coach dashboard → Payouts.

FAQs

Getting started

Booking and cart

Where sessions happen

Check-in and confirming a session

Rescheduling

Cancellations and refunds

Becoming a coach

Payouts and fees