HOW WE RUN THE BIZ!
THE BORING TERM IS “POLICIES AND PROCEDURES”
We know this get’s overlooked but 99% of the emails we get are answered below! This will help you better understand what to expect and what to do. But don’t fret, we’re here to help, email us if you need a hand.
I’m brand new to Fuel:
First, check out our “first timers” page. It’ll prepare you for your first class (especially if you don’t have a coffee or a glass of wine to get through the rest) then come back here.
What should I know about the 4 Week Unlimited Trial?
This can only be set up on your end if you’ve never visited Fuel - if you have visited (on a guest pass or otherwise) email us to have it set up.
Your trial will automatically renew unless you notify us through our membership change form…but there’s more
If you complete 9 classes within the 4 weeks, we’ll knock off 15% from any of our 12 Week Commitment memberships. Just complete the change form at least 5 days prior to renewal (your 9th class can be anticipated) and we’ll make the change!
Signing up and Checking in for class:
We run a semi autonomous administrative system which requires members to perform some tasks.
Signing Up: Some classes will waitlist and we recommend signing up for class ahead of time. You can do this through the schedule or Fuel App.
Checking In:
We don’t have a front desk staff and our trainers are focussed primarily on one thing, Training! To avoid interrupting class as people arrive late or forget to check in, we ask that members check themselves in.
This can be done a few ways and is required to avoid a "no show" fee (even if it's accidental)
On the ipad kiosk upon arrival before the class starts. Find your name and tap it.
From the Fuel app - enable location services and check in when notified upon arrival from your phone
Your trainer can do this AFTER a class if you remind them to do so.
If you do get charged for an accidental no show fee, we'll refund to your account. Please forward us the receipt and we'll handle within 5 business days.
Class Cancellation policy:
A late cancellation is when a class is cancelled within 1 hour prior to the start of the class. If no one is booked in to a class within 1 hour, we may cancel it. This means we don't need to send or keep a trainer at Fuel if not not needed.
Fees: $10 + limited memberships/credits will lose a class
A No Show is when you do not show up for a class you've signed up for.
No Show Fee: $20 + limited memberships/credits will lose a class
We ask that you only sign up for classes that you know you can attend. The new system will automatically charge late cancellation and no show fees. Accidental no show charges as a result of not signing in, attending the wrong class can be credited back to your account.
How to manage your membership - The annoying but necessary to read stuff
Membership Changes: (Cancellation/Change/Freeze)
Please fill out the Membership Change form for all of the reasons above and provide a minimum of 5 business days for us to process changes. Change requests within 5 business days that result in a renewal can be refunded as credit to your account. Change requests left in our inbox are not counted towards the 5 days.
Members Features and Perks (The fun stuff)
Membership Freezing:
Some of our memberships have membership freezes built in. Please note the terms of your membership’s freeze abilities. Just submit the Membership Change form with at least 5 business days notice for us to apply the freeze.
Referral Program:
Any friend who signs up for Fuel 101 or a 4 Week Fuel Trial USING YOUR REFERRAL CODE will both get a $50 credit on their account. To get a referral code, please email us here
Guest Passes:
Currently, only UNLIMITED | 12 Week Commitment Members will receive 1 guest passes per bill period. These passes can be used for non-members and intended to allow visiting family and friends to join you for a complimentary workout. Maybe you've got someone you've been trying to convince to join; now, you can sign them up directly from your account! Signing in a guest is as easy as selecting “reserve for guest” and entering in their email address.
Top up drop ins - Member discount on Drop In classes
Members (those with a Fuel Membership) can purchase additional classes between renewals or additional drop ins at a discounted rate. This is helpful for members who can't commit to the next tier up i.e. 8 to 12 but who want to attend either, 9 or 10 in a cycle. Normal Drop ins are $40, discounted drop ins are $30. This can also be used to buy Guest Passes for friends at a discounted rate.
The discount is applied automatically at checkout
Spousal Sharing - Age better, together…
For same household members, a 25% discount will be automatically applied to your membership purchases of UNLIMITED Memberships To declare your love for your same household member (working out together is often a form of couples therapy too 🙃) email us here to get a “same household tag” attached to your profile.
Private Gym:
Private Gym is access to the gym outside of class hours. Maybe you need more fitness or maybe you just like our facilities, either way, they’re yours to share during dedicated hours as indicated on our schedule. Who's eligible for Private Gym? All all members Apply for your Facility Supervisor walkthrough to gain access.
Amenities:
Towels - If we’re running low on towels it’s because some of them run into your gym bags - help us make laundry great again and throw em’ in the hamper - we’ll wash them for you ;)
Lockers are for day use but please use them!:
Please don't leave items on benches in reception or on the gym floor - please use lockers in bathrooms.
There are additional coat hangers in the bathrooms.
We will clean out lockers periodically and move items into our lost and found.
Lost and Found:
Lost and found has 2 bins - Bin 1 are items found within the past week. Bin 2 are items left longer than a week. Bin 1, get's moved into bin 2 weekly and bin 2 is donated monthly. If you email us about putting aside a water bottle or your favourite stuffed animal, you’ll probably get to the gym before we get your email. Valuables i.e. not stuffed animals or water bottles but jewlery will be stored safely. Oh, one more thing - underwear and sports bras will be thrown out. Be warned. Do not leave us with that. Please.
Shoes are not to be left at Fuel:
Feet smell and shoes well, they hold feet, so we ask that you please not leave your shoes. They won’t be thrown out but we will donate them as per our lost and found outline.
Phew! You got through it all, now put this much diligence and attention to your training and we’ll see you at the centenarian olympics!