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SA CLOSURE FREQUENTLY ASKED QUESTIONS

As per the South Australian Government restrictions we will temporarily close our clubs from close of business on 16 November.


Who can I contact via customer service after close on November 16.

We are required to adhere to the government imposed regulations and will temporarily close all of our South Australian club facilities as well as our support office from close of business November 16. We will have a very limited staff working to assist with your enquiries, to reach us, please email [email protected]. Our billing provider Debit Success will also have the ability to assist you with billing enquiries: [email protected] or phone them on 1800 148 848. 


Will I still be charged for my membership when you are closed

No, all memberships have been placed on a Time Freeze, and no fees will be charged until our gyms are reopened.


What happens if I made a gym payment from November 16 onwards? All memberships have been placed on a Time Freeze. Membership payments are made in advance, any membership fees that were paid between November 11 - November 16 are now in credit for the days pre-paid when we reopen.


Did you close due to an outbreak of Covid19 in your gym?

No - As a result of a directive from the South Australian Government, effective midnight, Monday 16 November 2020 at standard close of business, all gyms will be closed. This is an industry-wide shutdown, not specific to Goodlife Health Clubs, which has maintained our high level of full-time cleaning and hygiene in compliance with Health Department guidance through this situation to date.

Do I have to pay to view your online content? 

No, we know how important it is for the mind and body to remain active during this time, so we encourage you to utilise all the workouts for free. Download our kubofit app today to access a range of free workouts.


Can I still get into the gym to get my things from my locker? 

No - As a result of a directive from the Australian Prime Minister, effective 16 November 2020 at close of business, all gyms will be closed.


How will I find out when you are able to re-open?

When there is a directive from the government that we can reopen, we will be sure to let you know through our website, social media channels and other forms of communication. 


What does this mean for my membership?

Your membership has been put on a Time Freeze free of charge. We remain committed to doing everything we can to continue supporting our members during these challenging times. While we won’t be seeing our members in the gym, we will be here to keep them motivated online with at-home workouts and resources. Download our kubofit app today to access a range of free workouts. 


Will my membership fees be put on hold?

Yes, your membership fees have automatically been placed on hold. You will not be debited any fees until we are ready to welcome everyone back into our gyms.


What happens if I had a debit 16/11/2020?

As the government announced the closure of SA gyms after billing commenced, your membership will be placed in credit. 


When will clubs reopen?

The South Australian State Government has provided us with a 2 week temporary close period. We will provide member updates via email and SMS. 


What happens once I’ve reached my time freeze limit? 

As this is an unprecedented time, all memberships will continue to be on hold without fees until we can reopen. 

 


I joined on a prepaid membership, how will this affect me?

Don’t worry, the automatic freeze on membership means we will hold the remainder of time you have left on your upfront membership and you will be entitled to that time when we are open again.  For example, if you still have 6 months remaining, we will freeze your membership and you will still have 6 months remaining when we reopen. 


Will this affect the duration of my contract? 

Your membership terms will remain the same, the length of time you have remaining will begin again once the physical club opens back up. 

For example, if  you have 3 months remaining, your membership will be on hold and you will have 3 months remaining when the club reopens.


Can I cancel my membership?

Your membership has automatically been placed on a Time Freeze, and you will not be charged any fees until we are able to welcome you back into your local club. If you would like to cancel, please speak to your local club team once they are back open.


What happens if I requested to cancel my membership prior to the announcement on November 16?If you requested to cancel your membership, this will have been actioned with Debit Success, as per your membership term.  For further information, including billing details please call Debit Success 1800 148 848 or email them on [email protected]


I have booked PT sessions, what should I do? 

Please speak directly to your Personal Trainer about any services they can offer you during this time.


Will I still have support during the closure? 

Yes, we encourage you to download our Kubofit app which has complimentary at home workouts and resources to keep you fit and active! We also encourage you to follow us on Facebook and Instagram to see our available online workouts videos and health & fitness content which will be posted. 


Will I have access to workouts online?

Yes, we encourage you to download our Kubofit app which has free workouts and resources to keep you fit and active!


When will you be open? 

As this closure is a directive from the Australian Government, we will not reopen until we have a directive from the Australian Government.. 


My bank details have changed during the closure, how do I update them?

Your membership has been put on a Time Freeze free of charge, to update your bank details please call Debit Success 1800 148 848 or email them on [email protected]


 

I have moved interstate but I joined in South Australia, can I work out at another Goodlife Club?

Yes, you can workout at another Goodlife club if you have an all club access membership and reside in another state. Your membership has been placed on a time freeze at no cost, please see reception at your club of choice or call Debit Success directly on 1800 148 848 to activate your membership.