Reopening Frequently Asked Questions

Do I need to wear a mask when I am at the gym?
Yes! It is advised that you always wear your mask unless you are doing strenuous exercise. This includes between exercises or on your way to/from the changerooms. In studios, masks can only be removed once your class starts and shall be put on once the class has finished. Our team at each club will be there to help guide you each.  

 

What do I need to know about the new guidelines and club experience?
With a wide variety of offerings, we are pleased to extend various options in accordance with the latest guideline from Sport SG to members with different vaccination statuses to continue to #livehappilyeveractive with us.

Our clubs are separated into different colour zones - Grey zone for Studio classes, Red for Gym Floor workouts, Green for Outdoor classes and Blue for Pool. 

You will be given a wristband of respective colour and asked to follow the coloured markings at each club during your visit.

 

How do I book a class or gym floor workout?
To book a workout on the gym floor or pool, simply head to "book a class or workout" in mylocker and look for "Gym Workout " or your favourite class name on the timetable and confirm slot by booking. If you've forgotten your password, you can reset it on the login page.  

 

What are you doing to keep our clubs safe?
The health and safety of our community is our number 1 priority. In line with the approval from Sport SG to increase our bookings to our members, we have some additional safety protocols that we will ask our members to follow. These will ensure that we keep everyone safe throughout their visit. For more information, just click here.  

 

Vaccination Requirement

The guidance from Sport Singapore indicates that facilities can cater to both vaccinated AND unvaccinated people indoors. Why did Virgin Active make the decision to only allow vaccinated persons for indoor workout?  
While the requirements allow for both vaccinated and non-vaccinated members to work out indoors, they also require that the two groups are kept separate at all times including in the changerooms, dwell areas, lounges etc which made it a bit tricky not only operationally but from a safety perspective.

At this stage, we are allowing vaccinated members to work out in the club given the majority in Singapore have been vaccinated. It’s important to us that we support all our members though in living an active life so have created some work out options for those who aren’t vaccinated like outdoor classes and outdoor personal training. You’ll also have access to on-demand and live workouts, and we are more than happy to help put together a program for you. And of course, as the situation changes, we’ll be sure to keep you posted with any developments.  

 

I am waiting to be vaccinated or waiting the 2 weeks for my vaccination to take effect, what are my options?  
You can absolutely access our outdoor and online workouts in the meantime if you’re able to work out. We’re also offering members a complimentary freeze until the vaccination process is completed. Simply provide us your status from your trace together app and we’ll get your membership sorted.  

 

I can’t be vaccinated for medical reasons.  
At this stage, we’re only able to cater to vaccinated members indoors. Please continue to use our outdoor or online workouts and as the situation changes we’ll be sure to keep you up to date. If your condition is temporary, we’ll pop your membership on freeze at no cost. Alternatively, you are able to cancel your membership with no early termination fee with a valid medical justification by a Doctor.  

 

I am not vaccinated and do not plan to get vaccinated.  
At this stage, we’re only able to cater to vaccinated members indoors. Please continue to use our outdoor or online workouts and as the situation changes, we’ll be sure to keep you up to date. If you need more time, we’ll pop your membership on freeze at no cost for up to 4 weeks.  

Alternatively, please contact our customer service at wecare@virginactive.com.sg and they will assist you if you wish to extend your freeze or terminate your membership.  

If member decides to terminate their membership, effective date will be as below:  
(i) 11 August If you haven’t used our services since 11 August.  
(ii) Last outdoor class or session if you have used our outdoor workout since 11 August.

 

Where do I find a copy of the Sports Singapore guidelines?  
You can access these online at https://www.sportsingapore.gov.sg/Newsroom/Media-Releases/2021/August/Safe-Management-Measures-for-Sport-and-Physical-Exercise-,-a-,-Activity   

 

Is it legal to collect information about my vaccination status?  
Yes. The PDPA guidelines allow Virgin Active to obtain information about its members’ vaccination status as part of the COVID 19 emergency response regulations and under the Sport Singapore guidelines. Virgin Active only use this data for the purpose of complying with the Government guidelines.

 

Our Booking Experience

How long do I have at the club when I have made class booking?
If you have booked a class, you will be able to arrive 10 minutes before the class starts and you will still have 15 minutes to shower and swipe out of the fitness club after your class. We know you may be eager to get started, but please only arrive on time as we will not be able to let you in before your allocated time slot.  

 

How long do I have at the club when I have made gym floor workout booking?
We ask all members to arrive and leave during their allocated booking slot so we can safely manage our capacity according to guidelines set out by Sport SG. If you have booked a gym floor workout, you will be able to access the club for the 1 hour booking that you have booked and you need to leave before your slot has finished.  

We know you may be eager to get started, but please only arrive on time as we will not be able to let you in before your allocated time slot.  

 

Will there be an increase in the number of classes on the timetables?  
We have been working really hard behind the scenes to offer you all your favourite classes while meeting the safe distancing measures to ensure our members and our staff’s safety comes first.  

With the new approval from Sport SG, we have been able to add over 200 new classes a week to our schedule and brought back some of your favourite classes too.  

You might need to book in advance, but we are committed to still offer you the best Virgin Active experience than we can with our world-class instructors.  

 

What is the capacity for each class?
Class capacity has been designed in line with Sport SG’s guidelines on safe distancing measures. Each class, depending on its intensity and the floor space in the studio, will have a different capacity applied. You will be able to see class capacity and slots available on mylocker too.

As per Sport SG guidelines and if you attend a group exercise class, our instructor will allocate you a specific space inside a group of maximum 5 people where usual social distancing will apply and will be clearly marked. If more than one group attend the class, the groups will be spaced apart with at least 3 meters between the groups. The groups are not allowed to interact together and will have to enter and exit the class separately to avoid any close contact. Our instructor will guide you through the process and we will keep record of your attendance in the class and in the group in line with government contact tracing requirements.  

 

How many classes or gym floor work outs can I book at one time?
To keep things fair, our group exercise rules will apply. You will have 6 active bookings at any one time, and you will be able to book 8 days in advance as you could before. All classes and gym floor slots with high demand will be considered as “Hot”. You will be allowed 3 “Hot” bookings at one time. Like before, once you have attended a class or gym floor booking, you will have that booking back to use again.  

 

Am I able to train on the gym floor for longer than 1 hour?
Absolutely. If you wish to book for longer than 1 hour, simply book back-to-back gym floor bookings on mylocker. So long as you book within the same zone, you book as many sessions back-to-back as you like.  

 

There is no “Book a class or Workout” tile on mylocker, only Online Workouts and Online coaching?
Please reach out to our Customer Experience team at wecare@virginactive.com.sg with your member ID and they will be able to help you out.   

 

All of the classes and gym workouts are fully booked, can I still go to the club and see if there is availability?
If all bookings seem to be full, please keep an eye on mylocker as people may cancel their bookings. We ask members not to pop into our clubs without a booking for the safe management of our capacity restrictions.  

 

What is the strike system if I need to cancel my class or gym floor work out?
To be fair to all our members who are keen and eager to visit us, our normal strike policy will apply.  If you cancel your booking after 9pm the day before, you will receive 1 strike. If you cancel within the hour before your booking, you will receive 2 strikes.  

We ask everyone to be courteous to each other and if you are unable to make your booking, please cancel with as much notice as possible so someone else can take your place.  

 

Our Safety Measures  

I visited a club but failed to produce my proof of vaccination status or PET result. Will I be reimbursed my membership dues for this day/week?  
No, as it is individual’s responsibility to actively produce document proof.  You may refer to this link for more information if your vaccination status is not updated in the TraceTogether App.  

 

If there is a case of COVID will I be notified?  
We take the health and safety of our community very seriously. In line with government guidelines, should we have a COVID case in club we will follow guidance from MOH.    

 

All About Your Membership Dues

I don’t feel comfortable coming into the club yet. Can I extend my freeze? Will I be charged?  

Yes, you can decide for how long you want to freeze. Just inform us at  wecare@virginactive.com.sg with your member ID by the Sunday before the direct debit.    

 

How do I notify you to extend my freeze?  
You will receive an email from us 10 days before you are due to come off freeze. Should you wish to extend your freeze, either click the link in that email, call our Customer Experience team or email wecare@virginactive.com.sg.   

 

I have changed my mind, can I come back early from freeze?  
Absolutely! We would love to have you back. Simply log into mylocker, click on “My Account” tile, followed by “Manage My Account”. You will have the option to unfreeze your membership at the click of a button from the palm of your hand.  

 

I’ve lost my job/my salary has been reduced, are you offering any assistance to members like a reduction in dues?  
Your membership dues will remain as they are; however, you do have the option to freeze your membership.    

 

With the limited people allowed into club at once, am I able to receive a discount or refund on membership dues if I am unable to book in for a time that suits me?  
Unfortunately, we will not be issuing discounts or refunds however with our standard group exercise booking system you are able to book 8 days in advance. With the revised capacity, if you are still struggling to book your workout in, you may choose to freeze your membership instead.  

 

Are online workouts still complimentary for members while on freeze?    
We want to keep our members moving and exercising so rest assured that our online workouts are here to stay for you and will remain free for our members even when on freeze!