ClassPass Introduces New Partner Policies
Krissy Vann | Host, All Things Fitness and Wellness
ClassPass has introduced a series of platform policy updates aimed at giving fitness and wellness partners greater visibility into bookings, stronger protection for their direct businesses and new tools to help identify potential fraud.
The updates, which have been rolling out throughout 2026, apply across several areas of the marketplace, including partner transparency, revenue protection, fraud prevention and customer support.
The changes come as more operators look to maximize revenue from available class capacity. According to ClassPass, integrated fitness partners directly filled an average of 37 percent of their available capacity in 2024, creating opportunities for marketplaces to help businesses reach new customers during unsold class times.
Among the changes is a move away from anonymous reviews. Partners will now be able to see who submitted reviews, while customers will receive notifications when a business responds to their feedback. ClassPass has also expanded guidance for first-time users, providing more information on what to expect before arriving for class.
The company has also introduced SmartRate insights within the partner dashboard, allowing businesses to see how dynamic pricing is affecting bookings and identify which classes are generating the most revenue.
Several updates are designed to protect partners' direct business. A new Mindbody Direct Protection feature prevents customers who have visited a Mindbody-powered business directly within the previous year from redeeming a ClassPass trial offer at that same business. Later this month, ClassPass also plans to begin paying partners when eligible late-cancel fees are waived for qualifying customer circumstances.
The company has also expanded its fraud detection capabilities to identify ineligible trial reservations and reduce repeat trial abuse. Partners will have access to an updated reporting process within the dashboard to flag suspected repeat trial redemptions, with qualifying reservations eligible for compensation.
Customer support has also been updated, with partners requesting assistance by phone now connected to a dedicated support team.
"Our partners are at the center of the ClassPass marketplace, and we're constantly evolving to help them both protect their direct businesses and get more value from the ClassPass platform," said Jeff Bladt, SVP, Pricing & Marketplace at Playlist, ClassPass's parent company. "These policy updates reflect our commitment to delivering the best possible partner experience. Whether a business is looking to fill excess capacity, reach new audiences, or earn incremental revenue, our focus is on building a platform that helps them succeed."
The announcement follows ClassPass's earlier disclosure that it invested more than $50 million in marketing during 2025 to attract new users to partner venues. According to the company, the number of partners generating more than $1 million in revenue through the platform increased 28 percent between 2024 and 2025.
