1. Client Guest Policy
An existing client may refer a guest for a FREE Trial Session. This trial session can be done with the existing client during their session time OR the guest may book their own individual session.
To be eligible to receive a complimentary session, the new client must:
- Not be an existing or previous client of The Gym Australia
- Complete, pass and sign the Level 1 Pre Exercise Screen Form
- Disclose, to the best of their knowledge, any illnesses, injuries or any other issues they may be affected by exercise. As well as complete a mini consultation to inform their trainer of their exercise history and goals.
2. Payments Policy
All ongoing membership payments to The Gym Australia are final and made via direct debit (EziDebit) each Monday and Wednesday, on a weekly or fortnightly basis. All session must be paid for in advance. If a payment defaults, the client will incur a Failed Payment Fee of at least $10 plus an Ezidebit Failed Payment Fee which may change from time to time.
If a payment fails, our admin team will reach out via phone to instruct the client that full payment must be made via EFTPOS or direct transfer. Failure to make payment will incur an immediate cancellation of all future sessions until payment has been made.
3. Session Cancellation and Rescheduling Policy
ALL session cancellations and session rescheduling must be done via 1 of the 3 following processes.
Note: Sessions must be cancelled or rescheduled with at least 24 hours notice. Any sessions not cancelled or rescheduled with at least 24 hours notice will be lost.
Call The Gym Australia on (02) 8328 0028 and speak to a staff member who can cancel or reschedule your session for you on the spot. If the call is unanswered, please leave a detailed message with your request to cancel or reschedule and we’ll contact you to confirm.
Speak to your trainer in The Gym, via phone call or text message and cancel or reschedule your session. Either before or after your session, or come in and see us during Studio Opening Hours to reschedule your session.
4. Personal Training Trial Memberships
The Gym Australia offers trial memberships from time to time (currently the 21-Day Challenge). All Personal Training sessions must be completed within the 21 Day Trial Period. Any unused sessions will be lost.
21-Day Challenge payments are made vis EFTPOS or cash up front.
5. Refund Policy
The Gym Australia does not offer refunds to clients who change their mind or fail to follow our cancelation policy. All refund requests must be reviewed and processed by our operations manager.
6. Membership Cancelation Policy
All memberships are on a month-to-month basis with the exception of trial memberships. Cancelations require 4 weeks notice and the notice period will end 4 weeks from your next payment date. A Cancelation Request Form must be completed in The Gym to start this process and we will not back date. Clients are encouraged to attend all sessions during the cancelation period.
7. Membership Hold Policy
Membership Hold Request Forms must be filled out in The Gym, with 10 days notice. Payments may be paused for up to 6 weeks in a calendar year. Hold periods will reset on January 1st of each year.
8. Hygiene Policy
All members must bring a towel each time they come to workout. No towel, no workout. All equipment must be sanitised and wiped clean after every use. Members must wash their hands upon entry and before they leave. Members must wear enclosed sneakers and comfortable gym clothes to each workout. Open toed shoes are not allowed.
All staff must complete The Activity Planner tasks assigned to them each day. Failure to do so may result in a written warning.
9. Mobile Phone Policy
All trainers must have their phones on silent or vibrate mode when customers are in the facility, Phones must not be used during sessions with the exception of emergencies. Clients are advised to leave their phones, with their other belongings, on the bag shelf while completing personal training sessions to avoid disruptions and distractions.
10. First Aid Policy
The first aid kit is located in the bag shelf in the studio. This kit includes all first aid equipment and can be used whenever a customer or team member injures themselves. If the injury is severe or the trainer is unsure of the severity of the injury they must follow first aid protocol and call for emergency services immediately. In the event that the first aid kit has been used, the trainer must fill out an incident report and deliver that to the General Manger as soon as possible.