In simple words
- For help, WhatsApp +91 95093 94469 or email support@fitosapp.in.
- Support hours: Monday to Saturday, 10:00 to 19:00 IST, except public holidays.
- For a critical problem we aim to reply within 4 business hours. These are goals, not guarantees.
- We try to do maintenance between 23:00 and 06:00 IST, and tell you in advance in the App or on WhatsApp where we can.
- Backups are managed by our database provider. We cannot promise to recover every single change.
- You can export your data from the App or ask us for an export.
- Rooted or modified phones, unsupported OS versions, and outages at other companies are outside our support.
1. About this policy
1.1 This policy explains how FitOS support works for Gym Owners, Trainers and Members. FitOS is an ApexGrid product run by ApexGrid, Sikar, Rajasthan, India ("FitOS", "we", "us", "our").
1.2 It is part of the Terms of Service. Words such as Service, App, Website, Gym Owner, Member, Trainer, Account and Personal Data have the same meaning as in the Terms.
1.3 FitOS is run by a small team. We take support seriously, and the targets below are the goals we work to. They are not guarantees, and missing a target does not by itself give a right to compensation. Your rights under the Terms and under law are not affected.
2. Who should contact us
2.1 Gym Owners and Trainers can contact FitOS directly about the App, their Account, billing or technical issues.
2.2 Members should first contact their gym about fees, plans, attendance or anything the gym controls. Contact FitOS for login problems, App faults, privacy questions, or if you cannot resolve an issue with your gym.
3. Channels and hours
| Channel | Details |
|---|---|
| +91 95093 94469 | |
| support@fitosapp.in | |
| Support hours | Monday to Saturday, 10:00 to 19:00 IST, except public holidays |
3.1 Messages received outside support hours are handled from the start of the next business day.
3.2 "Business hours" and "business days" in this policy mean our support hours above.
3.3 To help us respond faster, please include your gym name, registered phone number, your role (Gym Owner, Trainer or Member), what happened, when, and a screenshot if possible.
3.4 Never send us your password, OTP or 2FA code. FitOS staff will never ask for them.
3.5 For complaints about how we handled an issue, use the grievance process at /grievance. For security issues, see /security.
4. Severity levels and response targets
4.1 We decide the severity of each issue based on its impact. You can tell us how urgent it is for you, and we will take that into account.
| Severity | What it means | First reply target |
|---|---|---|
| Critical | The App is down or unusable for your gym; no one can log in; data appears lost or shown to the wrong gym; a suspected security issue. | Within 4 business hours |
| High | An important feature is not working and there is no reasonable workaround, such as QR check-in, fee recording, or payment verification. | Within 1 business day |
| Normal | A minor fault, a question, a how-to request, a billing question, or a feature request. | Within 2 business days |
4.2 The "first reply" is our first human response confirming that we are looking into the issue. Fixing the issue may take longer, depending on what is wrong. We will keep you updated on Critical and High issues.
4.3 Billing and refund requests follow the timelines in the Refund Policy. Grievances are acknowledged within 48 hours and resolved within 30 days, or sooner where the law requires.
5. Maintenance
5.1 We sometimes need to update or maintain the Service. Where we can, we do this between 23:00 and 06:00 IST, when gyms are least busy.
5.2 For planned maintenance that may interrupt the Service, we will try to give notice in the App or on WhatsApp in advance.
5.3 Urgent fixes, such as security fixes or fixes for serious faults, may be made at any time, and sometimes without notice.
5.4 App updates may be delivered through Google Play (or the Apple App Store later) or as over-the-air updates. Please keep the App updated. Some fixes need the latest version.
6. Availability
We work to keep the App and Website available, but we do not guarantee any uptime. The Service depends on the internet, mobile networks and our service providers, including our hosting and database providers. See the Disclaimer.
7. Backups and recovery
7.1 Our database provider makes regular backups of the data stored in the Service, as part of its managed service.
7.2 Backups help us recover from serious problems. However, we cannot promise to recover every change. Changes made shortly before a problem may be lost, and restoring data for one gym may not always be possible without affecting others.
7.3 If you archive a Member by mistake, contact us. Archived records are kept on our servers, and we can restore them for you.
7.4 We recommend that Gym Owners export their important data from time to time and keep their own copy.
8. Data export
8.1 Gym Owners can export their gym's data from the App, including in READ_ONLY state (see the Refund Policy).
8.2 You can also ask for an export by writing to support@fitosapp.in from your registered email or WhatsApp +91 95093 94469 from your registered number. We will verify your identity before sending any data.
8.3 After your Account is closed, you can still ask for an export for 30 days. After that, data is handled as explained in the Privacy Policy and the Data Processing Addendum.
8.4 Members who want a copy of their own data should first ask their gym, as the gym decides how Member data is used. Members can also contact us as described in the Privacy Policy.
9. What support does not cover
Support does not cover, and response targets do not apply to:
- phones that are rooted, jailbroken, or running a modified version of Android or of the App;
- operating system versions that the App does not support, as shown on its Google Play listing;
- problems caused by your phone, internet connection, battery or storage settings, or other apps;
- outages or faults at third parties outside our control, such as internet or mobile networks, Google Play, WhatsApp, banks or UPI apps;
- disputes about fees or payments between a Member and a gym (see the Disclaimer);
- training on how to run a gym, or legal, tax or financial advice;
- custom features or changes built only for one gym, unless we agree in writing.
We may still try to help with these where we can.
10. Changes
We may update this policy. If a change affects you in a significant way, we will tell you in the App before it applies. The version and date at the top of this page show the latest update. All legal documents: /legal.