FREQUENTLY ASKED QUESTIONS

COMPANY-OWNED GYMS

GYM INFO AND HEALTH & SAFETY MEASURES

Q: Do I have to wear a mask when I workout/visit the gym? A: We are following state and local guidelines regarding the use of PPE in the clubs. If masks are required by local guidelines, please plan to bring and wear a mask accordingly.

Additional information regarding local PPE requirements can be found here:

• State of South Carolina
• State of North Carolina

Q: What are the new gym hours? A: A: Our gym operating hours in North Carolina and South Carolina are currently 5am – 11pm Monday – Friday and 7am – 7pm Saturday – Sunday.

Q: How many people will be allowed to work out at a time? A: Capacity is specific to each gym location and follows all state and local guidelines. All gyms are following physical distancing guidelines and allowing for at least 6 feet between members. Physical distancing signage and markers will be used within the gyms to help ensure that distance guidelines are met.

Q: What are the rules/Code of Conduct related to my membership? A: Our updated Code of Conduct can be found here. All Members are required to sign the updated Code of Conduct prior to resuming workouts and guests to the gym (if applicable) will be required to sign it as well. Specifically, all Members are required to abide by the new Code of Conduct in order to maintain their membership. Failure to comply could result in revocation of membership privileges.

Q: What procedures have you put in place for safety? A: Our teams are undertaking extensive measures to ensure Member and Team Member safety. Each gym has implemented state and local guidelines for occupancy, personal protective equipment (PPE) and sanitation.

Measures that we are implementing include but are not limited to:
• New Code of Conduct requiring those using the gym to abide by the enhanced Gold’s Gym cleaning standards and practice safe physical distancing while using the gym
• Masks required for all Team Members
• Touchless scan for no-contact member check-in
• Safety signage and reminders throughout the gym
• Staggered cardio and strength machines that are in operation by at least 6 feet to promote physical distancing
• Zone cleanings throughout each day in all areas of the gym, including all high touch surfaces, door handles, railings and common areas throughout the gym
• Required equipment wipe-down by members after each use with the medical-grade cleaners provided
• Professional third-party, after-hours cleaning including electrostatic commercial spraying for deep sanitization
• Increased cleaning protocols in the locker rooms

YOUR AMENITIES AND SERVICES

What amenities are available for my gym visit? A: Our gyms in North Carolina and South Carolina have full access to all cardio machines, free weights, strength machines, locker rooms, stretching areas and group classes.

Kids Clubs, Steam Rooms, Spas, Saunas, Basketball Courts, Racquetball Courts Smoothie Bars and Pools are currently unavailable in all locations. Details on when these services resume will be sent via email as soon as we have open dates. If you need to update your email address, please go to 'Manage Membership' in the Gold's Gym Member App, or see a Team Member for assistance.

Q: When will services such as Saunas/Kids Club be available? A: Details on when these services resume will be sent via email as soon as we have start dates. If you need to update your email address, please go to 'Manage Membership' in the Gold's Gym Member App, or see a Team Member for assistance.

Q: When will Group Exercise (GGX) and STUDIO classes resume? A: Group Exercise, Group Cycle and GOLD’S STUDIO® classes have resumed in most areas. New class protocols include: • Advanced reservations must be made via the Gold’s Gym Member App or in-gym.
• Per local guidelines all classes have a limited capacity. Please check the Gold’s Gym Member App for capacity specific to your area and/or class.
• Intermissions of at least 30 minutes between all classes have been implemented to allow for proper cleaning and sanitizing of the rooms and equipment.

Q: How do I reserve my space for Group Exercise (GGX) or STUDIO classes? A: Reservations are required for all Group Exercise and STUDIO classes. Find and book classes through the Gold's Gym Member App under the 'Find a Class' tile.

Download the Gold's Gym Member App
Download on the App Store | Get It On Google Play

YOUR MEMBERSHIP AND BILLING

Q: When will my billing resume? A: For the South Carolina gym that opened on 5/22/2020, membership dues resumed billing on 5/25/2020. However, all Members will bill on their designated bill cycle. For example, if your monthly bill date is the 20th, your billing will resume on 6/20.

For North Carolina Members, billing resumed on 9/7/2020 and follows your normal billing cycle (unless your billing had already been reinstated so you could use the gym as prescribed or directed by a medical professional).

Q: Will you be billing me for Personal Training (PT) and STUDIO programming? A: Fitness services including Personal Training and STUDIO resumed billing on 6/1/2020 in Oklahoma, and South Carolina. Our North Carolina gyms resumed PT billing starting 9/7/2020.

If you need to freeze your PT or STUDIO programming, please see a team member in the gym or email CustomerCare@goldsgym.com.

Q: Will you be billing me for Towel Service? A: Towel Service resumed billing on 9/9/20. For specifics on your towel service billing date please contact your local gym.

Q: Since Kids Club is not opening, will my Kids Club membership remain frozen? A: Yes, all service memberships including Kids Club will remain frozen until the service is available for our Members.

Q: I want to keep my membership frozen because I am not ready to come back to the gym. Is this an option? A: Yes. Please contact us to learn more about available freeze options. Freeze requests may be made in-person, by phone or via email. Contact information for your local gym can be found here.

Q: My membership is Paid-in-Full. Am I being credited for the time the gym was closed? A: The expiration date of your Paid-in-Full membership will automatically be extended by the number of days your home gym was temporarily closed.

Q: If I cancel my membership, will I be required to give a 30 day notice? A: Yes, per the terms of your membership agreement you are required to give a 30-day notice to cancel your membership. This means you will be billed one more time if you are billed monthly, and if you are billed bi-weekly you could be billed 2-3 more times after you cancel pending the billing cycle.

Q: If my membership is on freeze and I decide to cancel my membership, will I still be required to give a 30 day notice? A: Yes, your freeze will be removed and you will still be required to give a 30-day notice to cancel your membership. This means you will be billed one more time if you are billed monthly, and if you are billed bi-weekly you could be billed 2-3 more times after you cancel pending the billing cycle.

Q: How do I submit my cancellation? A: Members should provide written notice of cancellation in person, via email or by mail to their local gym general manager. All cancellations will be processed according to the terms of each member’s original membership agreement.