We have done our best to consider the various questions that may arise during this time, and have tried to provide short/concise answers. Please review the following, and know that we are here to help and to understand your specific needs.
Frequently asked questions
When are you planning on opening the gym again?
Is Xcel offering any online classes?
Will members be required to wear masks?
Will I be able to keep my account frozen if I still plan on not coming into the gym?
How do I unfreeze my account if I want to come back into the gym?
Will Kid's Club be open?
How will I know when the gym is opening back up again?
Why did my bill date change?
How are you keeping me safe if I come into the gym?
How are you going to enforce physical distancing?
Are your hours the same?
Will classes be available?
When will my next billing be charged?
I missed a Virtual Class, and want to get the recording. How do I do that?
Are you renting any equipment out?
Why is it better to freeze and pay $15 per month vs cancelling now then resigning up after this is over?
I Paid-in-Full for my membership, can I freeze it?
If I have a doctor’s note, do I still have to pay the freeze fee?
Due to the circumstances with the virus, can I place my membership on an open-ended freeze?
Can I cancel my membership so I don’t have to pay the $15 freeze fee?
I just was billed for my monthly membership but want to freeze instead, can I get a refund since I didn’t use the gym?
For further clarification or answers, please email firstname.lastname@example.org. Due to the sudden facility closure, we ask for your patience as we are working diligently to respond to your specific need. Our response time should be within 2-5 business days.
We appreciate your patience and support of YOUR GYM during this time!