Frequently Asked Questions

Frequently Asked Questions - Service Plans

How old do I have to be to join Fitness First?

To join you must be 16 years old or above. All service agreements for children under 18 years old need to be authorized and signed by a legal guardian.

How much are the fees at Fitness First?

Rates vary depending on the type of package that is best suited for you. Please contact your preferred Fitness First centre where our staff will be happy to discuss the various service plan options available.

How do I pay for my Fitness First service plan?

Most customers pay through auto debit on Credit Cards.

When I join can I use all Fitness First centres in Hong Kong?

Yes you can if you have opted for our Platinum Passport service plan which allows you access to all Fitness First centres in Hong Kong, as well as over 300 fitness centre globally.

Can I workout while travelling overseas?

A Fitness First Platinum membership will give you access to more than 91 Fitness First clubs throughout Hong Kong, Indonesia, Malaysia, Philippines, Singapore and Thailand. Whether you're travelling for business or pleasure, you can visit a Fitness First gym near you. Ask our reception team for an International Passport before leaving the country.

Can I put my service plan on hold?

Yes you can. We call our hold option - freeze. At Fitness First, we believe that exercise is a lifelong habit. That's why when it comes to freezing of your service plan, it will only be for medical reasons or outstation / overseas assignments for more than 2 weeks with written notice. For further information, please refer to our reception team. A freeze fee will be charged.

Am I obligated to a long-term contract when I join Fitness First? 

Not at all! As a customer of IHRSA (International Health, Racquet & Sportsclub Association), Fitness First adheres strictly to the rules of conduct which does not encourage the sale of long term contracts as it does not benefit the end-customer. For more information and how to educate yourself and your rights as a purchaser on this matter, please refer to IHRSA or visit us at the club for more details.

Are there extras to pay for once I've joined Fitness First?

No. However, if you wish to maximise results with minimum time, we also offer Personal Training sessions. In addition to our FREE Group Exercise classes and the use of the fitness equipment, as a customer of Fitness First, you will be able take advantage of our many other unique and entirely complimentary benefits such as complimentary beverages as well as an extensive DVD library where you can hire movies at totally free! The changing rooms also have complimentary toiletries for your convenience.

Can I purchase a service plan as a gift

Yes, you can buy a Fitness First service plan as a gift. Just visit your local Fitness First gym and speak with a Consultant to learn more.

If I have any queries about my service plan or centre who do I speak to?

Our staff are happy to help you with any questions or feedback you have. If you'd prefer to speak to gym management please let our reception team know. Each gym has a Front of House Manager dedicated to ensuring you're completely satisfied with your service plan. If the Front of House Manager isn't immediately available the reception team will ensure you are contacted by them as soon as possible. If your enquiry needs urgent attention your General Manager can help.

How do I update my personal details and/or account details?

You can update all your personal details through our reception team. They'll be happy to assist.

What if I want to cancel my service plan?

We offer a 7 day comfort guarantee which starts from the date you joined. To cancel your service plan, you must tell us that you want to cancel your service plan during your 7 day comfort guarantee period. We will then cancel your agreement and refund any dues paid during that period - all you will have paid is your non-refundable administration fee and Personal Training / BODYFIRST packages.  

 

If you are outside of the 7 day comfort guarantee you're required to give 1 full calendar month notice of termination. You may cancel at any time provided you've reached your minimum contract period excluding any freeze period.

 

Please note that cancellation is by appointment only. For all the details around cancelling please refer to our Terms and Conditions (Section 3: Things you need to know at the end of your service plan). 

How do I feedback about your products and services?

We welcome your feedback and we want to hear about ways we can assist you with any concerns you may have. Please have a chat with one of our staff.

 

If you would prefer to speak to our management, please let our reception team know. If they aren't immediately available, the reception team will ensure you are contacted by them as soon as possible.

 

You can also fill up the Hey Manager feedback form strategically placed in all clubs. Alternatively, please email your query via our online contact form.

 

We also love to know what we're doing well too! So do tell us about your successes or about a Fitness First team member who’s made a difference. 

FREQUENTLY ASKED QUESTIONS - GYM

Can I bring a guest to the fitness centre?

Absolutely! We understand that one of the best ways to stay with a healthy lifestyle is to train with a buddy. You can bring a friend for a one-time visit only. If you wish to do so, you must book them in. You can do this by speaking to one of our friendly Consultants.

We'll show your friend the facilities that are on offer and ask them to sign on our guest register with indemnity waiver. As we are accustomed to serving Cardholders we will ask all guests to present their Identity Card. If they wish to use the centre facilities after this, they can either sign up a package or they'll receive access to the same privileges as you for a nominal fee (HK$200 per visit). 

What are the fitness centre opening hours?

You have the flexibility of being able to workout any time, day or night. You can usually start exercising from as early 6am to as late as 11pm weekdays*, 6am to 10pm on weekends* and Public Holidays are generally 9am to 8.30pm*. It’s best to check with your fitness centre for exact opening times.

 

*Some fitness centres may differ.

Can my children wait for me in the lounge while I workout?

No. For the safety of the children and our customers, children are not allowed into the gym except on special occasions where we organise children’s classes/specials.

Who can I ask if I have trouble using the equipment?

Our fitness team are always there to help answer your questions if you get stuck.

When's the quietest time to visit the fitness centre?

On weekdays the centres are generally busiest before work, at lunchtime and after work. If you prefer a quieter atmosphere pay a visit just after lunch or in the afternoon.

Do I need to bring my own towel?

No. A bath towel is provided and you can ask for a small towel to wipe down the equipment after use so it’s sweat-free for the next user. Do remember to return towels to the designated collection bins/counter after use. Help protect our planet, be environmentally friendly by limiting use to one set per customer/guest per visit. 

How do I use the lockers?

You'll be able to exchange your Fitness First card with a SmartCard or key to lock and unlock your chosen locker.

Note: lockers are only available for use during your workout and will automatically open when the fitness centre closes in the evening. While care is taken to ensure the security of our lockers, we can't accept responsibility for items lost or damaged through theft or misplacement.

For further assistance, please speak our reception team in the fitness centre.

What happens if I lose something in the changing rooms?

Let reception know as soon as possible so we can check if someone's handed it in. Please remember that your belongings are your responsibilities at all times.

What if I lose my Fitness First card?

Don't worry. Let reception know and they'll issue you with a new one for a replacement fee.

Which fitness centre has swimming pool?

Fitness First Platinum Centre at Tsim Sha Tsui Sheraton Hotel.

What should I do if the fire alarm sounds?

Don't panic. Our fully trained team will tell you what to do and guide you to safety. If the alarm stops after a short time, it was simply a false alarm or a test.

Are the team first aid trained?

Yes, we always have a number of first aiders on duty. In an unlikely event that someone is injured, there are also first aid boxes located at reception.

Are there social events for all Fitness First customers including staff?

Yes, they're great fun and an excellent way of getting to know everyone. To find out more about our fitness challenges, special themed classes, or events, just keep an eye on the notice boards inside the fitness centre.