COVID-19 FAQ

 “Are all of your locations still open?”

Our clubs in Alberta are open as of June 10, 2021 and billing has resumed on June 11, 2021. As per AHS, reservations are no longer required. Masks are NO longer required for exercise but are still required when not engaging in fitness activity, such as while moving between fitness equipment or changing in locker rooms.

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, 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?"

Reservations are no longer required in BC or Alberta. Our clubs operate 24/7, so you can use the gym any time of the day that you feel most comfortable. 

 

“Are masks required in the club?”

In Alberta, masks are NO longer required for exercise but are still required when not engaging in fitness activity, such as while moving between fitness equipment or changing in locker rooms.

In BC, masks are no longer required, but recommended in public indoor settings.

 

“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 facilities have 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.
  • Equipment has been strategically moved to maintain safe distancing.
  • Our washrooms are equipped hand wash/dry sensor taps to prevent cross-contamination.

 

“Do you still have classes?”

We are working on bringing back group classes based on demand. We're hoping to resume classes in the Fall of 2021.

 

“Are you still offering personal training?”

Personal training has resumed. Please check our personal training page here to see if your club is currently offering personal training.


“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 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 and the water fountains until further notice. The re-fill stations are still operating so be sure to bring your own water bottle!