CLUB REOPENING

MEMBER SUPPORT CENTER

 

FREQUENTLY ASKED QUESTIONS

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 Guidelines: Updated 7/2/2020
• State of Texas

Local Guidelines: Updated 6/30/2020
• Bexar County (San Antonio, TX)
• City of Austin (Austin, TX)
• Cameron County (Brownsville, TX)
• City of New Braunfels (New Braunfels, TX)
• City of College Station (College Station/Central, TX)
• City of Cedar Park (Cedar Park, TX)
• City of Bryan (Bryan, TX)
• City of Round Rock (Round Rock, TX)
• City of Waco (Waco, TX)
• Dallas County (Dallas, TX)
• Hays County (San Marcos, TX)
• Travis County (Austin, TX)
• Venice Beach (California)

Q: What are the new gym hours? A: Our new gym operating hours in Texas, Oklahoma, and North/South Carolina will be 5am – 9pm Monday – Friday, 7am – 7pm Saturday – Sunday.

For all gyms, an “intermission” will occur daily from 1pm - 2pm to restock all cleaning supplies and conduct a full gym cleaning. Members in the gym will be able to finish their workouts, but no other members may enter and check in during this time.

Q: How many people will be allowed to work out at a time? A: Capacity will be specific to each gym location and will follow all state and local guidelines. All gyms will be required to follow physical distancing guidelines which require 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.

For North Carolina Members, your digital signature on the Code of Conduct will reinstate your membership and your billing will resume on July 5th per your normal billing cycle.

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 will implement 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

• Required masks and gloves 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

Q: What is the “intermission” that is mentioned in the new Code of Conduct? A: An intermission will occur daily from 1pm - 2pm to allow for a reset of all cleaning supplies, cleaning and sanitization. Members in the gym will be able to finish their workouts, but no other members may enter and check in during this time.

FREQUENTLY ASKED QUESTIONS

YOUR AMENITIES AND SERVICES

What amenities are available for my gym visit? A: During our reopening, you will have full access to all cardio machines, free weights, strength machines and stretching areas. Pools will be available beginning June 8th for lap swimming. Towel service will not be available. Please bring your own towel.

Lockers/Locker Rooms are available per local and state guidelines:
Oklahoma – Available Now
Texas – Available Now
South Carolina – Available Now
North Carolina - Available Now

Showers are available per local and state guidelines:
Oklahoma – Available Now
Texas – Available Now
South Carolina – Currently Unavailable
North Carolina – Currently Unavailable

Towel Service, Water Fountains, Kids Club, Steam Rooms and Saunas are currently unavailable. 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 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 app, or see a Team Member for assistance.

Q: When will GGX and STUDIO classes resume? A: GGX and STUDIO classes* will resume on June 2. As with all aspects of our reopening, the health and safety of our members and team members is our number one priority. This means your new class experience will feel a little different:

• Advanced reservations must be made via the Gold’s Gym Member App or in club

• All classes will have a limited capacity shown in the App.
- Aqua classes will cap at 9 participants.
- GGX classes will cap at 15 participants.
- GOLD’S FIT® classes will cap at 10 participants.
- GOLD’S BURN™ classes will cap at 6 participants.
- GOLD’S CYCLE™ classes will cap at 10 participants.

• All classroom and studio floors will have markers to ensure proper physical distancing between participants.

• Intermissions, of at least 30 minutes between all classes, will be implemented to allow for proper cleaning and sanitizing of the rooms and equipment.

* Classes are available in Texas, Oklahoma, and South Carolina. Classes for Venice Beach, CA and North Carolina are pending.

Q: How do I reserve my space for GGX or STUDIO classes? A: Reservations are required for all GGX and STUDIO classes.

How to reserve your spot:
• Open the Golds Gym Member App and click Find a Class.

• To reserve your spot select Book Now.

• Once the class has reached the capacity limit, you will not be able to reserve a spot*.

*If a class is full, the BOOK NOW button will not be displayed. Check back for available spots or look for other classes with availability.

Download the Gold's Gym Member App
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FREQUENTLY ASKED QUESTIONS

YOUR MEMBERSHIP AND BILLING

Q: When will my billing resume? A: For the Oklahoma gyms opening on 5/8/2020, we will resume membership dues billing on 5/10/2020. For the Texas gyms opening on 5/18/2020, we will resume membership dues billing on 5/20/2020. However, all Members will bill on their designated bill cycle. For example, if your monthly bill date is the 15th, your billing will resume on 5/15.

North Carolina gyms are opening on July 2. Members may choose to sign the updated Code of Conduct to reinstate their membership and billing will resume on July 5th per your normal billing cycle. Members not wishing to reinstate their membership will remain frozen.

Q: Will you be billing me for Personal Training (PT) and STUDIO Programming? A: Fitness services including Personal Training and Studio are set to resume billing on June 1st in Texas, Oklahoma, and South Carolina. Our North Carolina gyms will resume PT billing when the service is available.

Because the safety of our members and Team Members is our top priority, Coaches and PTs are being re-onboarded in phases now through June 15. This allows us to ensure proper training. If your trainer is not immediately available for sessions, your session expiration dates will be extended accordingly to allow adequate time to schedule the training. 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 BOOTCAMP Programming? A: BOOTCAMP will not be available beginning June 2. All BOOTCAMP members will be upgraded to STUDIO memberships at no additional cost. Members needing to adjust their membership type can see a manager for assistance. If you need to freeze your STUDIO membership, please see a team member in the gym or email CustomerCare@goldsgym.com.

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: My annual fee was due in April/May – When will that be billed? A: All annual fees have been deferred for 2 months. This means if your annual fee was due in April, it will be billed in June. Annual fees due in May will be billed in July.

Q: I want to keep my membership frozen because I am not ready to come back to the gym. Is this an option? A: For the Oklahoma gyms opening on 5/8/2020, all memberships will be unfrozen on 5/8/2020. For the Texas gyms opening on 5/18/2020, all memberships will be unfrozen on 5/18/2020. North Carolina gyms, memberships will remain frozen until you elect to unfreeze them by signing our updated Code of Conduct. If you would like to make a request to freeze your membership for additional time, please contact your local gym. Requests may be made in person, phone or via email. Contact information for your local gym can be found here

Q: Are you crediting my account for time missed in March? A: In return for any time missed in our gyms during March 2020, all members will receive (1) FREE 30-minute 1:1 Personal Training Session with a Gold’s Gym certified personal trainer to be used at any future date at the company-owned Gold’s Gym location of their choice. This free Personal Training Session, a $40 value, is in addition to the unique digital fitness offerings we have provided to members and non-members across the United States, including premium access to our GOLD’S AMP™ digital personal training app through May 31, 2020.

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 closed due to COVID-19.

Q: My gym is still closed, when will you reopen? A: Our gyms are following local and state guidelines for operations as well as all direction from public health officials. We will reopen as soon as it is deemed safe for our members, team members and communities. Please look for communication regarding re-opening dates to be sent via email. In the meantime, we are offering free at-home fitness options so you can continue working out while your gym is closed – please see the next question below or visit www.goldsgym.com/anywhere.

FREQUENTLY ASKED QUESTIONS

VENICE BEACH, CALIFORNIA

A MESSAGE FROM OUR EXECUTIVE TEAM
Updated 7/13: Due to the COVID-19 Pandemic, LA County has mandated the temporary closure of fitness facilities. In order to service our members, we have provided some commonly asked questions and answers. Please know that our phones and email systems are not monitored at this time. Additionally, transactions related to your secure membership agreement, billing and payment information cannot be accessed outside of our PCI compliant offices. As the current situation develops, this information may change, and we will post updates as quickly as possible. Thank you for your patience during this unprecedented time in our history. We are working hard to come back stronger than ever!

Venice Beach, California Members Q: Will I be billed for my membership dues this month?
A: As you are aware, the current situation regarding the COVID-19 pandemic is constantly changing. Due to recent changes, we have frozen all member accounts effective 7/14/20, waiving any fees. Your account will remain frozen until we re-open our doors.

Q: How can I cancel my membership?
A: Because our gym operations are suspended, our staff is not available to assist with membership cancellations. When our gyms reopen, we will be happy to assist you. In the meantime, Venice Beach Memberships are frozen and you will not be billed until the gym re-opens.

Q: How can I freeze my membership?
A: All memberships at Venice Beach are frozen as of 7/14/20 and no action is needed on your part.

Q: How do I know my membership is frozen?
A: Rest assured we have frozen all memberships as of 7/14/20. If you believe a charge has been made in error, we will be happy to assist you when we reopen.

Q: My membership includes GOLD’S AMP™. Can I still access GOLD’S AMP™?
A: If your membership included AMP, you will continue to be able to access AMP.

Q: I have a paid in full membership. Are you extending my membership since I can’t access the gym?
A: Our paid in full members will receive an extension based on when our gyms reopen. Additional details will be sent to members upon re-opening.

Q: What resources are available for me to continue working out?
A: We have several digital fitness offerings available to all members right now including goldsgym.com/anywhere. This resource provides video options from Les Mills and Gold’s Gym Trainers from around the world on-demand to support your at-home exercise.

Q: When will you reopen?
A: Our gyms are following local and state guidelines for operations. We will announce our re-opening timing based on these guidelines. Please look for communication regarding re-opening dates to be sent via email.

This information is specific to our Venice Beach club and information for franchise gyms may vary.