Member Zone

Check-ins: In order to control access and ensure safety for our members and their belongings, we ask that you please check-in and scan your membership card at the customer service desk each visit. There is a $5 replacement cost for membership cards.

Attire: For liability reasons, proper athletic attire and shoes must be worn while utilizing any equipment in the facility. Certain programs such as Yoga, Nia, and Pilates are exempt to this rule. Shoes must be worn at all times in the weight and cardiovascular areas.

Perfume: Please be conscious of the amount of perfume that you wear at the facility. Heavy amounts can be very disruptive and harmful to those with allergies.

Equipment Usage: As a courtesy to your fellow members, please limit yourself to 30 minutes on cardio equipment during peak hours and/or when others are waiting. When using muscle conditioning equipment, please allow other members to share the equipment by allowing them to work in between sets.

Equipment Wipes: To help us maintain a clean and hygienic environment, we ask that all members wipe down equipment and mats after usage. Wipes are located throughout workout areas. Spray bottles are available in the group fitness studio for mats only.

Locker Rooms: Dressing rooms are available for those members who prefer more privacy while changing. As a courtesy to members who are sensitive to nudity and to new members touring the club, we ask that members not remain nude for extended periods of time throughout the locker room. For hygiene purposes, we request that members wear a towel or bathing suit, avoid using oils, conditioners, and sprays, and shower before using the Sauna and Aromatherapy rooms.

Locks: We ask that you secure your items in the locker. Locks are available if needed. To allow for ample locker space for all members, we ask that when you are done with your workouts you bring all personal items home with you. Locks left overnight will be cut and the belongings placed in Lost and Found.

Cleanliness: Cleanliness is a high priority for us. If you ever notice something that has been overlooked and should be taken care of immediately, please inform any staff memeber. We perform hourly cleanliness checks and a thorough janitorial service is completed each night after closing. As a courtesy to your fellow members, we ask that you return all equipment to its original location, toss all garbage in the waste baskets provided, replace magazines and newspapers, and wipe any spilled water in locker rooms.

Cell Phones: Please refrain from talking on your cell phone within the facility.

Radios: Radios are available at the front desk (just bring your own headphones).

Locker Room Amenities: As a convenience to our members, we offer various locker room amenities including shampoo, conditioner, lotion, deodorant, and more. If we have overlooked stocking up on a certain supply, please inform a staff member immediately.

Towels: We provide sweat towels throughout the facility and we ask that you please return all towels to the towel baskets provided. Shower towel service is available for an additional fee, see the front desk for more information.

Unsupervised Children: To maintain our relaxing environment and for the safety of your children, all children under 10 must remain in our Kids Club during regular Kids Club hours. We cannot accommodate unsupervised children under 10 years in our facility. For liability reasons, student members between the ages of 10-15 years must be supervised by a guardian adult when exercising.

Lost and Found: Items in “Lost and Found” will be stored for 30 days before being donated to a local charity. Recovered items may only be identified in person.

Parking: Free parking is located in our parking lot and throughout the neighborhood. Please lock your car and secure valuables out of sight; fitness facilities can be prime targets for thieves. Better yet, just bring your valuables inside and lock them up in the locker room. You may also lock your bicycle on the rack provided.

Guests: As a client, you can bring an invited guest to try out our facility. This complimentary visit may only be redeemed by the same individual once. Please be sure your guest arrives early and brings photo identification in order to check in and sign the necessary paperwork and waivers.

Facility Hours: Our facility is open Monday-Thursday 5:15am-9:30pm, Friday 5:15am-8:30pm, Saturday 7:00am-6:00pm, and Sunday 9:00am-6:00pm. Equipment usage and showers must be concluded by closing time. Our staff is not authorized to extend hours of operation for any reason.

Entering & Leaving Group Fitness Classes: In order to take full advantage of a proper warm-up and cool down, secure your space and equipment and not disturb your workout buddies, we ask that you arrive on time and stay until the end of all Group Fitness sessions. If you are running late or absolutely must leave early, we ask that you enter or exit quickly and quietly. Please understand that entering or leaving any type of session during a meditative, focused segment can be disruptive to other exercisers. To enhance flow in and out of the group studio in between classes, we ask that you enter the group fitness studio by the stairs by the Locker room and exit the studio through the door by the Indoor Cycling room. Last, please do not enter or exit the Group Fitness studio through the Private Training studio door – please always use the main entrance and exit so we can continue to control access to the club.

Communicate with our Group Instructors: To allow your Instructor to guide you appropriately through each workout, please advise them if you are a beginner, pregnant, have high blood pressure or any other medical condition, injury, or pain that may affect your workout. Please modify any movements that do not feel comfortable and report any injuries or incidents to a staff person immediately.

Personal Training & Massage Appointments: For all Personal Training & Massage sessions, we ask that you arrive early to ensure you can begin your session right on time.

Cancelation Policy: First, we want to let you know that this policy is as important for you as it is for us. A strong cancellation policy keeps you accountable and ensures that you keep the commitment to yourself. The reality is that for most people, exercise is a ‘chore’. It becomes easy to skip a workout if you’re feeling a bit tired, stressed at work, or need to take care of some things at home. However, when clients know they will be charged for a session if they don’t show up, it forces them to prioritize their health and fitness. This policy dramatically decreases missed workouts and short-notice cancellations. It is this type of consistency that ensures great results for our clients. We are the ones to make sure you do the things that sometimes you don’t really want to do but know you need to do!

Second, a cancellation policy is also important for us as a business. The average personal training studio can expect to experience a 25-40% cancellation rate of their weekly scheduled appointments. Can you imagine losing 25-40% of your business revenues or income every week? The fitness industry is different than most other service industries in that most people do not enjoy exercise and will often find convenient ‘excuses’ to get out of a workout. A hair-stylist doesn’t need such a strict policy because most people eagerly anticipate getting their hair done and therefore, this type of industry wouldn’t suffer from the high rate of cancellations that a personal training business does. You see, when you make an appointment with your trainer or therapist, we reserve that time for you. Your trainer spends time preparing for your session and some of our trainers drive quite a distance to be here for you. When a client cancels on short notice, it is very difficult (often impossible) for us to make a connection with another client who could possibly take that appointment. That time becomes lost revenue and a loss to the trainers’ or therapists’ income that cannot be recovered.

We hope you understand that we spend time regularly discussing this topic because we never want to institute policies that can potentially upset our clients. We recognize that we are in a difficult situation as a business; our number one priority is customer service but how is charging a client for an appointment they cannot make a good customer service initiative? At the same time, if we do not have a strict policy, our business does not succeed. Let’s review our cancellation policy as stated in your Client Agreement:

“I understand that Northwest Personal Training & Northwest Women’s Fitness Club operates on a scheduled appointment basis for all Private Training & Massage sessions and thus, requires that I provide 24 hours’ notice when canceling an appointment. No charge will be levied should I cancel with MORE than 24 hours’ notice. Should I cancel a session with LESS than 24 hours’ prior notice, I will be charged in full for that session. I understand that Northwest Personal Training recommends that all cancelled sessions be rescheduled to ensure consistency and fitness progress.”

Our approach to dealing with this difficult situation is to educate our clients verbally and in written correspondence as to why this policy is critical for them and for our business. We are confident that if you understand our predicament, you will make every effort to give us advanced warning of a cancellation and, in the event you have to short-notice cancellation, it will be easier for you to understand the charge knowing the background information. We are also sympathetic and understand that things come up that may force you to cancel unexpectedly (illness, work and home emergencies, etc.). In the event of a short-notice cancellation, your trainer or therapist will use that time reserved to do something for you. For example, your trainer may research a health and nutrition topic of interest to you, design a new exercise program, or outline some exercises you can do at home. Your massage therapist may research a new technique to help you with a nagging shoulder injury. They may also use the time to brainstorm some new goals or pull together a report of your progress. You can also ask them to work on something specific for you during that time. We want you to understand that when you do have to cancel without 24 hours’ notice, we will use that time for you so it will not be money wasted.

Completion of a Package: In the event you run out of sessions in your account and have not yet purchased an additional package, you will be charged the single session price for any sessions you complete before renewing. However, we encourage you to purchase session packages in order to take advantage of our package discount pricing.

If you have any other suggestions that will help us service you better and provide an invigorating, safe, and welcoming workout environment, please let us know. We will do our best to accommodate requests that will benefit our diverse clientele.