FAQS, Group Class Bookings

Sep

FAQS, Group Class Bookings

By: Elemental Fitness Ltd elementalkickboxing, kickboxingleeds, covid19, covidsafe

FAQS, Group Class Bookings

Understandably we have been inundated with messages recently for more reasons than we can count therefore we have devised an article below answering some of the most common questions relating to your club membership and our new app.

When can I expect my credits updated?

We aim all credits to be updated by the last working day of the month in line with your membership.

Why am I getting credits gifted at the end of the month?

Credits will be gifted on the last day of the month in line with your membership in preparation for the following months training.

Why are my credits getting deducted at the end of the month?

Any credits remaining on the last day of the month from said months membership will get deducted in preparation of the following month training.

Why can’t I carry unused credits forwards to the following month?

Covid-19 procedures limit class sizes. Elemental Kickboxing Leeds requires our classes to be running at capacity to ensure the club survives longer term. Unfortunately we can not carry credits forwards as this would prevent the club from budgeting accurately and honouring our commitments.

We encourage all members to attend all their classes during said month to help them receive the most from their membership, ultimately missed classes will inhibit progress.

Can I book in for the following month before I have paid my membership?

To help members plan ahead, under current guidance members can book up to 6 weeks in advance. Please consider the impact this will have on the club if you are using credits from previous months (see previous FAQ).

My payment is made on the 1st of the month, will I still receive credits for said month before said month begins?

Yes. All credits will be applied under the trust payment will be received as agreed when joining the Elemental Kickboxing Leeds. If payments fail the member will be contacted before any credits are removed from their account.

Why are there notes on my account?

If amendments are made to a members account, such as credits gifted or deducted outside of the agreement notes will be added to the members account for future reference.

I am on unlimited (Gold) membership, why do I only have 36 credits?

We have based this figure on average attendance for members on the clubs unlimited (gold) membership. We calculated each member attended under 36 hours per month whilst on this membership type. My PT Hub does not offer an unlimited credits option, therefore we have to apply a figure to the account. If you are on unlimited (gold) membership and run out of credits, please contact the office on 0113 205 7433 or email info@elemental-fitness.com and we will apply more credits to your account.

I am on unlimited (gold) membership, can I book in for every class?

To ensure we can continue offering such a fantastic package, please only book on classes you intend on attending. If you book and do not attend, this prevents another member from attending, even when providing sufficient notice.

I am a parent, why has my account name changes?

As of 01.10.20 all member accounts require the name of the attending member to help Elemental Kickboxing Leeds manage our members attendances and avoid any potential confusion.

Why don’t my newly gifted credits match my membership?

All members should have the agreed number of credits by the 1st of the month. If this does not match your membership please ring the office on 0113 205 7433 or email info@elemental-fitness.com.

Can I pay for ad hoc classes on top of my current membership?

No. Unfortunately the club can not administrate ad hoc payments in line with the bookings app to date. More information will follow regarding ad hoc payments once we have integrated the new app with Elemental Fitness Ltd more so.

Can I pay for ad hoc classes without a membership?

No. Unfortunately we no longer offer the pay as you go training option. Due to COVID-19 procedures we require all members to become part of the club and commit to a monthly membership. This helps us manage attendance and implement the governments test and trace and trace policy.

How much notice do I need to provide when cancelling a class?

As of 01.09.20 the Elemental Kickboxing Leeds requires 3 hours notice when cancelling a class. Due to COVID-19 procedures the club is now running on a tighter budget at reduced class capacity and rates. We require our classes to be full to ensure we meet our commitments.

Can I get a refund if anyone from my household has to self isolate due to COVID-19?

Unfortunately we do not offer refunds for members having to self-isolate. We will however carry missed sessions forwards to a time when the member can return training and/or put the credit towards personal training. Please contact us by emailing info@elemental-fitness.com outlining your circumstances as soon as you are aware.

Please be aware members who do not inform the club within 5 days of beginning their self-isolation period and/or return to the club after self-isolating without informing the club in advance requesting credit for that period of absence will not be accepted as sufficient notice.

We appreciate everyone’s cooperation on the matter. If the Elemental Kickboxing Leeds is to get through this period we must follow our standard terms and conditions but offer flexibility where we can to secure our future as a business.

For further details on our COVID-19 procedures and what to do please visit here.

Can I cancel my direct debit if anyone in my household is required to self isolate?

No. Similar to the above FAQ the club requires consistency in its payments to ensure we meet our commitments. We will however carry these sessions forwards to a time when the member can return training and/or put the credit towards personal training. Please contact us by emailing info@elemental-fitness.com outlining your circumstances as soon as you are aware.

Please be aware members who do not inform the club within 5 days of beginning their self-isolation period and/or return to the club after self-isolating without informing the club in advance requesting credit for that period of absence will not be accepted as sufficient notice.

Please note 28 days notice continues to be required for cancelled of amended memberships.

We appreciate everyone’s cooperation on the matter. If the Elemental Kickboxing Leeds is to get through this period we must follow our standard terms and conditions but offer flexibility where we can to secure our future as a business.

For further details on our COVID-19 procedures and what to do please visit here.

Can I pause my direct debit if anyone in my household is required to self isolate?

No. Similar to the above FAQ the club requires consistency in its payments to ensure we meet our commitments. We will however carry these sessions forwards to a time when the member can return training and/or put the credit towards personal training. Please contact us by emailing info@elemental-fitness.com outlining your circumstances as soon as you are aware.

Please be aware members who do not inform the club within 5 days of beginning their self-isolation period and/or return to the club after self-isolating without informing the club in advance requesting credit for that period of absence will not be accepted as sufficient notice.

Please note 28 days continues to be required for cancelled of amended memberships.

We appreciate everyone’s cooperation on the matter. If the Elemental Kickboxing Leeds is to get through this period we must follow our standard terms and conditions but offer flexibility where we can to secure our future as a business.

For further details on our COVID-19 procedures and what to do please visit here.

Who should I contact if I have problems with the app?

Please contact the office on 0113 205 7433 or email Ryan direct on ryanbutler@elemental-fitness.com

Who should I contact if I am having problems paying my membership due to COVID-19?

Please contact the office on 0113 205 7433 or email info@elemental-fitness.com