Frequently-Asked Questions: COVID-19
Please Note: We are currently closed due to the COVID-19 mandates. Thank you for your inquiries. We will address all member questions more personally as soon as we are back. Please review this FAQ sheet for answers to most questions related to COVID-19. Thank you for your patience during this difficult time. Please be sure to check your email and follow us on social media for updates.
We will continue to update this page as we receive more guidance from our local and federal governments.
Are we going to be billed April 1st, 2020?
We will not bill until the club reopens. Everyone’s accounts are automatically on hold until that time. See the below question related to freezing your account if additional time is needed.
Is my Personal Training membership on hold?
Please contact your personal trainer regarding your training sessions & billing if they have not already spoken with you. They will communicate with us directly based on your needs for April. If you do not have your trainer’s contract information or need additional assistance, please reach out to Deanna at firstname.lastname@example.org.
I do a special program like Tribe or Animal Flow. What happens to my sessions?
These sessions will all be made up upon your return. You will not lose sessions.
Should I freeze or cancel my membership?
Freezing or cancelling your account due to this specific situation is probably not necessary, as we are not billing again until we are reopen. Your account is automatically on hold until that time.
If you have already requested a freeze on your account, those account will be made prior to any April billing. If you need to freeze for additional time after we reopen, please contact us or send us a message at email@example.com if you haven’t already.
Please note that all account freezes are charged a $20/month.
If you wish to cancel your account, you must follow normal cancellation procedures. Cancellation and change in billing will then become effective on the last day of the month following the month of receipt. You will have one final payment. If you are still within a 1-year contract, you may be subject to a cancellation fee. You will here from us personally in the next weeks to confirm and work out any details.
If you wish to freeze or cancel your membership, please email firstname.lastname@example.org, and your account will be updated accordingly.
How do cancellations work that were submitted in March and effective April 30th, 2020?
If we open during the month of April, any April cancellations will be charged a pro-rated amount.
When do you plan on reopening the club?
We are taking the situation day-by-day and working with government officials to determine when we can reopen. Please continue to check your emails and social media for updates.
How does the closure affect my Paid-in-Full membership?
We will be extending the expiration date of your membership to account for us not opening the whole month of April. This will be done automatically. If you need additional time, please see the guidance above about freezing your membership.
We hope this helps during the time we are closed. We miss everyone very much!
Please send any additional requests to email@example.com to log your inquiry with us. Please allow us time to process, as we do not have the staff in the club able to access our member database at this time.