COVID-19 FAQ

 “Are all of your locations still open?”

As of April 6th, 7pm (MST), our clubs in Alberta are closed. At this time, the provincial government has not provided a re-opening date, however, we will update our website and Facebook pages as soon as we have a re-opening date. Billing will be suspended as of April 11th, any members who lost time due to the closure will receive their owed days when we re-open! 

Our clubs in BC are open! We’re following local and provincial regulations to keep all of our members and staff safe. To ensure safety in our clubs, we have discontinued group classes, the use of our hydromassage chairs, and towel service.

Our Customer Service Team will continue to be available 7 days a week to answer any questions you may have!

 

"Do I need to make a reservation/book to use the gym?"

Members are now required to make a reservation to visit the club. You may book your work out on the Anytime Fitness app or on https://reserve.anytimefitness.com. Our clubs operate 24/7, so you can use the gym any time of the day that you feel most comfortable. 

If you're having trouble making your reservation, please contact our Customer Service team at 1-888-261-8758, 11am–7pm MST (7 days a week) or send an email to customerservice@site2gym.com

 

“Are masks required in the club?”

As per provincial requirements, masks are required at ALL times when inside our clubs. Members who do not comply with the mask policy run the risk of having their key fob disabled.

 

“Are your gyms safe/What have you done to ensure safety for members?”

We completely understand your concern for your safety! We’ve taken extra precautions, in addition to complying with all local and provincial regulations. Here is what we’ve done to ensure that our gyms are as safe as possible:

  • Our staff and members are required to wear masks in all common areas.
  • Our facilities have always had disinfecting stations located throughout.
  • Our staff is cleaning our clubs more frequently during office hours.
  • We have contracted a cleaning service to keep our clubs clean and safe after hours.
  • We’ve restricted the use of specific cardio machines to ensure safe distancing.
  • All other equipment has been strategically moved to maintain safe distancing.
  • Our washrooms are equipped hand wash/dry sensor taps to prevent cross-contamination.
  • We have discontinued towel service and the use of our Hydromassage chairs.
  • We have cancelled all group classes.
  • All high intensity exercises or workouts done as a group, are not permitted. This includes, but is not limited to: HIIT, Dance, CrossFit, Spin, Aerobics and Bootcamps.

 

“Do you still have classes?”

We’ve cancelled all group classes. 

“Are you still offering personal training?”

Personal training has resumed. To ensure safety, our personal trainers are required to wear masks at all times, and maintain proper social distancing.


“What is the capacity of the gym?”

Occupancy limits are posted at the entrance of our clubs. For more questions regarding a specific club, we recommend that you speak to the club manager directly. Please visit the club during staff hours, Monday-Thursday 11am-7pm (local time).

**PRINCE RUPERT hours are Monday-Thursday 10am-6pm (local time)

 

“What did you do when gyms were forced to close in the past?”

When our gyms were required to close in the past, we suspended billing and did not charge our members. Due to the uncertainty of when our gyms would re-open, some members were charged between March 17-April 2, 2020. Those members have been credited up to 2 months.

For the second closure in Alberta, members' billing was suspended immediately. We value our relationship with our members, and we try to maintain as much transparency as possible.

 

“I didn’t know/wasn’t informed that the gym had re-opened and I was charged.”

We choose not to send mass emails to our members for privacy reasons. Our Facebook pages announced the re-opening of our locations. In addition, major news channels had announced the re-opening of gyms and fitness facilities. In case our members missed that, Provincial websites also stated the most up-to-date information. Lastly, our Customer Service team was available to answer any questions for our members. Upon re-opening, depending on the member’s billing cycle, we did not charge our members for up to 2 months. We saw this as a considerable grace period. Some members were looking forward to returning to our clubs and others chose to freeze their membership. We apologize for any inconvenience, but we try to maintain complete transparency with our members.


“What happens if the gyms are forced to close again?”

If gyms are required to close in the future, we will follow the same procedure we did in the past. We did not charge our members when we were forced to close our clubs! Going forward, if a club remains closed for longer than 2 weeks, we will not charge our members. We are transparent when it comes to our policies and try our best to maintain our relationship with our members during these uncertain times.

 

“Why wasn’t the staff available from March 17-April 2?”

Due to the uncertainty during that time, we made the executive decision to temporarily close our doors while we waited for further instructions from the provincial government. To ensure safety, our staff was asked to vacate the premises and stay home until we received further instructions. We were unable to predict the length of the closure; therefore, our staff was not working from home. 

Instead, we used this time to restructure our company! Going forward, our Customer Service team will be available, on LiveChat and our toll-free number, 7 days a week. 

 

 “Why was my contract extended due to COVID?”

During the closure in March, our members were not charged. The membership agreements are for the number of instalments, and not for the length of time. (For example, if you signed a 12-month contract, your contract is complete once you have made 12 monthly instalments) Because of this, every member’s contract was extended by the length of the closure. To find out about when your contract ends, please contact our Customer Service Team!

 

“I don’t feel comfortable returning to the club?”

Please note that we have taken extra precautions in addition to following local and provincial regulations! If you are still uncomfortable using the club, we will be more than happy to freeze your membership at no additional cost. If you are in-contract, you may freeze for up to 3 months in one year. If you’re a month-to-month member, you can freeze your membership for up to 6 months. To freeze your membership, complete the “Freeze” Self Service Form on our website or contact our Customer Service Team and they’ll be more than happy to complete it for you!

 

“Will all club amenities be available?”

To keep our members and staff safe, we’ve temporarily discontinued towel service, the use of the HydroMassage chairs and the water fountains until further notice. The re-fill stations are still operating so be sure to bring your own water bottle!

 

“Are masks required while working out?”

Masks are required to be worn in all areas of the gym. The only time a mask can be removed is when you are physically exercising, or using an exercise station. This means that when you are at your rest period, or when you are moving to another area of the gym, you will need to put your mask on.

  

“What if I am medically exempt from wearing a mask?”

If you are exempt from wearing a mask, please let our staff know!

 

“What if I forgot my mask at home?”

Our staff does not have any extra masks, we recommend that you bring your own!

 

“What if another member isn’t wearing a mask or following the Gym Regulations?”

Our staff does their best to ensure that our members wear masks when and where required and that regulations within the gym are followed! If you see that a member is not wearing their mask, or following the regulations, we ask that you maintain a safe distance from that member, and to notify the club manager. Please avoid approaching/confronting a member who is not wearing a mask, as they could be medically exempt and may not be required to wear a mask!

 

“Can I cancel my contract because I don’t want to wear a mask?”

We cannot cancel your contract based on your refusal to wear a mask. Masks are mandatory in all areas of the gym. We ask that our members wear their masks as a courtesy to our staff and other members at all times, and to remove them only when necessary (The only time a mask can be removed is when you are physically exercising, or using an exercise station. This means that when you are at your rest period, or when you are moving to another area of the gym, you will need to put your mask on).