Reopening Frequently Asked Questions

When will I start being charged? 

Your first direct debit payment will be on Thursday 2nd July 2020 and you will only be charged 50% of your membership fees. Meanwhile, feel free to visit your favourite club, it is on us until 2nd July.

Alternatively, if you don’t feel ready to return to the gym, you can opt to freeze your membership free of charge for this first direct debit on 2nd July 2020. Just email us at wecare@virginactive.com.sg

 

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 do you want to freeze. Just inform us at wecare@virginactive.com.sg with your member ID by Monday 29th June. The freeze fee of $10/week (excluding GST) will be applicable from 16th July onwards.

 

I won’t be able to come before the 2nd July, can I use the complimentary days anytime when I choose to come back?  

No unfortunately not. The free days are a gesture of goodwill to thank our loyal members and to give you the chance to see if you feel comfortable to come back working out with us. 

 

How do I notify you to extend my freeze? 

Should you wish to extend your freeze, all we will need you to do is either call or email your home club or by emailing wecare@virginactive.com.sg by Monday 29th June. 

 

How do I book a class or gym floor workout with the new restricted bookings?
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 " 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 order to keep everyone safe we have implemented more regular cleans and are enforcing high safety protocols.

For more information, just click here .



All About Your Membership Dues

I joined before the clubs had closed but delayed my start date until after. What happens to the prorata amount I paid? 

If your original start date was set for a day which we were closed, a credit of your prorata amount will be applied to your first direct debit. 

 

Given the steam room, ice room and rock climbing wall is still closed, will you be reducing your membership dues? 

Whilst we understand that there may be a few restrictions with our facilities due to health and safety, we will not be reducing our membership fees. However, if you do feel that this does impact your training you are able to freeze. As a gesture of goodwill, we are offering a complimentary freeze until 15th July should you need it. We’d encourage you to try out our toasty spas and swimming pools instead.  

 

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 return to normal, however you do have the option to freeze your membership as long as you let us know by Monday 29th June. 

 

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 7 days in advance. We are also charging half price during the period to 15th July to make sure everybody has time to find a new routine.

 

If I joined just before club closed, will my cool off period be extended? 

Yes. Your cool off period will be extended by however many days it was affected by us closing. 



All About Freezing Your Membership

I’ve lost my job. Can I extend my freeze? Will I be charged? 

Yes, you can extend your freeze as long as you let us know by Monday 29th June. We will review the freeze fee on a case by case basis. 

 

My company has asked we continue to work from home. Can I extend my freeze? Will I be charged? 

Yes, you can extend your freeze as long as you let us know by Monday 29th June. The freeze fee of $10/week (excluding GST) will be applicable from 16th July onwards. 

 

I placed my membership on freeze prior to the club closing which deducted my available freeze weeks available. Will you adjust the number of weeks of freeze I am allowed? 

If you had placed your membership on freeze while we were closed, we can certainly add your freeze weeks back. 

 

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! 


All About Your Club Experience & Safety Measures

I visited a club but failed the temperature test. Will I be reimbursed my membership dues for this day/week? 

No. However if you are unwell, we can place your membership on freeze for the next direct debit. 

 

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. 

 

I don’t agree with having my temperature checked. 

We take the health and safety of our community very seriously and as such will require anyone wanting to access the club to complete a temperature check. If you don’t feel comfortable in doing this, then unfortunately you will not be able to access the club.


How long do I have at the club when I have made class booking?

We ask all members to arrive and leave during their allocated booking so we can safely manage our limited 50 capacity according guidelines set out by Sport SG. 

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 check 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 limited 50 capacity according 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 classes on the timetables since there is capacity restrictions in place? 

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. 

We will have hundreds of classes every week still on offer across our clubs so you can enjoy your favourite workout. Head over to Mylocker on Wednesday 24 th June and check them out.

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 SportSG’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 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 7 days in advance as you could before. All classes and gym floor slot with high demand will be considered as Hot slot and you will then need 2 slots to reserve this time. Similar to 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 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. 


There is no “Book a class or Workout” tile on Mylocker, only Online Workouts and Online coaching?

Reach out to our 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 pop in 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.