March 27, 2016

Frequently Asked Questions

 

To view frequently asked questions to specific topics please click on a subject below:

Cancellation Policy:

  • What is the cancellation policy at Cardio Express? more
  • If you are after your anniversary date: more
  • If you are within your anniversary date: more

Making Billing Changes:

  • How do I make changes to my billing information? more

Cancellation Questions:

  • Why do I have to pay for an additional month when I cancel? more
  • Why can't I cancel over the phone or by e-mail? more
  • Why do I need to cancel at the club where I initially joined? more
  • Why do I need to send a cancellation letter certified? more
  • What proof do you need that I have moved in order to process my cancellation? more
  • Why was I charged for more than 12 months? more
  • Will I be billed the maintenance fee when I cancel? more
  • Why is my membership cancelled when I did not request it to be cancelled? more
  • Can I cancel my membership even though I have a balance? more
  • How do I cancel someone I no longer want to pay for from my billing? more
  • How do I cancel my son/daughter's membership due to being away at college? more

Billing Questions:

  • Why do I have a balance on my account? more
  • Why was I charged a $10 service fee? more
  • Can you waive the $10 service fee? more
  • Can I work out if I have a balance? more
  • Can I make a payment over the phone? more
  • Why do I have to provide updated billing information and complete a membership change prior to my credit card expiration? more
  • Can I freeze or suspend my membership? more
  • What forms of payment do you accept for monthly billing? more
  • Why can't I provide a starter check for monthly billing? more
  • Why can't I pay cash monthly? more
  • My current credit card or checking account has been cancelled. Can I pay in cash for next month? more

Member Services Department Questions:

  • Why am I required to contact Member Services through email? more
  • When should I expect someone to get back to me with a solution/answer to my problem/question? more

Membership Questions:

  • What is included in my membership? more
  • Can I bring a friend to try the gym with me? more
  • Why should I pay monthly? more
  • Why do I have to pay a $20 processing fee when I join or renew my membership? more
  • Why do you need by driver's license when processing membership paperwork? more
  • Why must I complete a new membership agreement when I am upgrading or downgrading my membership? more
  • Can I make changes to my membership in any location? more
  • Can I downgrade my membership plan if I no longer wish to have the services included in my membership? more
  • Can I transfer my membership from one location to another location? more
  • Can I transfer my membership to someone else? more
  • Why do I have to pay for my membership if I did not use it for the entire month? more
  • Can I buyout the remainder of my membership? more

Policies & Etiquette Questions:

  • Why do you require my picture to be taken when I join? more
  • Why must my child be 14 years of age or older to join the club? more
  • Why must I be 18 years of age in order to join the club without a parent's signature? more
  • Why do I have to swipe my membership card at the front desk when I check in? more

Member Rules & Regulation Questions:

  • Why can't I wear jeans when I am working out? more
  • Why can't I wear work boots when I am working out? more
  • Why can't I wear open-toed footwear when I am working out? more
  • Why can't I have my gym bag on the fitness floor? more
  • What beverages are not approved inside your clubs? more
  • Why are cell phones not allowed anywhere past the lobby area of the club? more
  • Why can't I use lifting chalk? more
  • Can I have my own personal trainer come into the club to train me? more
  • Can I bring my own equipment into the facilities? more

Cardio Express Feature Questions:

  • Can someone show me how to use the machines? more
  • Why can't I use the SPINNING® room when a class is not in session? more
  • What is SPINNING®? more
  • Why do I need to be 18 years of age or older to tan? more
  • How often do you change your tanning bulbs? more
  • Why do you recommend making a tanning appointment in advance? more
  • Why do I have to sign up for classes? more
  • Why do the dumbbells only go up to 75lbs? Will you ever increase the weight? more
  • Why can't you change the music selection or volume? more
  • Why don't you offer traditional aerobic classes? more
  • Why don't you offer day care? more
  • Do you have anyone who can help me create a diet plan? more