App rejected due to "3.1.3(b) Multiplatform Services". Need help.

Hi,

Our software helps personal trainers deliver better training experience to their clients. 

Personal trainers as well as their clients can use the software to log workouts, track progress, build plans, chat with each other etc.

One big part of our business is to build white-label apps for fitness businesses. With this solution fitness businesses can get their own branded apps in the app stores.

Apple has recently started rejecting our white label apps because it seems we are breaking “3.1.3(b) Multiplatform Services” guideline. As per the guidelines we have to provide in-app purchase options if the app allows users to consume services bought elsewhere. The service in our case is the 1-on-1 personal training.

Here are few reasons we think we shouldn’t be forced to implement in-app purchase option inside the app:

1. The app is an add-on and not a major part of the service that is delivered. Here are some of the things a personal trainer delivers after a client buys a personal training package:

   1. Take assessment in person.

   2. Design workout plans

   3. Take clients through a workout in-person or over a Skype call.

   4. Teach them correct exercise form.

   5. Design nutrition plans.

   6. In person review session

All of these things are delivered outside the app.  Moreover guideline 3.1.5(a) specifically prohibits the use of in-app purchase for goods and services that are delivered outside of the app.

2. After our appeal was rejected, we have included a “free signup” option inside the app. Using that option anyone can create a free account and use the app free. All the clients features are unlocked. We thought that adding this will show that the app is free and we only charge for 1-on-1 personalized service that is delivered outside the app. But in the end we were not successful in getting the app approved.

2. Recently “Hey App” was rejected for similar reasons (3.1.3(b) Multiplatform Services) and they were finally approved after they added a temporary free email account in the app. Not sure why our app is getting rejected even after adding a free signup option.

3. All major Gyms like 24-hour fitness have their app available in the app store and their app is available only to their members. There is no way to buy the gym membership or personal training package through in-app purchases. So how is our app different?

4. How is our app different from an app built for physical therapists or doctors? Should they provide in-app purchase options?

5. All the personal training packages are custom made and vary from one user to another. Also, a trainer will have to go through an assessment before they can decide on a package that is right for a client.  

Do you guys think we have valid points? If yes, then how do you suggest we move forward with Apple review. Our Appeal was rejected and there is no way to move forward. Is there a way to talk to the Apple review board over the phone and explain the situation. Is there anyone here who can help?

Thanks,
Manobal