Covid-19 Frequently Asked Questions

If you still have questions. Give us a shout. 
For billing related questions, please fill out a BILLING INQUIRY FORM
For all other questions, please fill out a MEMBER FEEDBACK FORM

When will you reopen?

The well-being of our community is our top priority. With that in mind, we’ve been closely watching state and local guidelines to see when we can reopen responsibly.

City officials have set a target date of July 3 for gyms to reopen, but only if certain targets are met. We’re watching closely and will announce our opening date when we can be sure.

What safety measures will you have in place when you reopen?

The well-being of our community is our top priority. With that in mind, we’ve reimagined the City Fitness experience and invested in new resources to protect the health and safety of our community, using guidance from health officials. You can find the details of our plans at cityfitnessphilly.com/safety. Keep in mind that we’re constantly fine tuning, so we may have more upgrades and updates to come.

Why are you allowing members to remove their masks when exercising vigorously?

We’re closely following masks guidelines from trusted agencies like the CDC and WHO to develop the safest possible policies. The CDC says that wearing masks is most important when exercise intensity allows and when physical distancing is difficult. The WHO says that wearing a mask during exercise can impair breathing, and that the most important preventative measure during exercise is to maintain physical distance. Given that guidance, we’re giving members the option to remove their masks only when training vigorously, and implementing careful protocols to ensure there’s enough physical distance throughout our clubs. We’re keeping an eye out for more mask guidelines specific to exercise from the city, state, or federal government.

Source: Centers for Disease Control and Prevention

Source: World Health Organization

What counts as “exercising vigorously”?

The answer can vary from person to person, so you are the best judge of what it means for you. If you are breathing heavily during a particular exercise and feel that your mask interferes with your ability to catch your breath and you are having difficulty breathing, you may remove it. It is extremely important that you continue to practice physical distancing when your mask is removed. As soon as you are finished with the exercise, put the mask back on and wear it at all times when moving around the gym.

Why are you requiring members to wear masks inside the club?

We’re closely following masks guidelines from trusted agencies like the CDC and WHO to develop the safest possible policies. The CDC advises the public to wear masks when exercise intensity allows. Given that guidance, members are required to wear masks when they enter the club, walk around the club, and exercise at lower intensities. Members have the option to remove their masks when training vigorously if needed to breathe comfortably. We’re implementing careful protocols to ensure there’s enough physical distance throughout our clubs. We’re keeping an eye out for more mask guidelines specific to exercise from the city, state, or federal government.

Source: Centers for Disease Control and Prevention

Why do members have to book appointments?

The state requires gyms to reduce capacity by at least 50% during the green phase of reopening. Our booking process allows us to monitor and limit capacity in the most convenient way for our members. If we don’t require members to book in advance, we may have to turn members away at the door if we ever reach the legal capacity limit. By allowing members to reserve their spots in advance, members can plan ahead and know their spot will be available.

Keep in mind that you can book an appointment all the way up until the time the appointment starts, as long as capacity allows.

Not all of our members will be returning to the gym right away, so we’re not sure whether appointments will ever fill up, but we need to have the booking process in place just in case. We’ll keep an eye on how this process goes and make adjustments as needed. 

Source: Governor Tom Wolf’s Process to Reopen Pennsylvania

If I’m not ready to come back, can I freeze my membership?

The option to freeze your membership is always available on our website.

If I freeze my membership, when will my freeze take effect?

It takes 7 days to process a freeze request from the time it is submitted. Once your request is processed, it will take effect on the next billing date. For example, if you submitted a freeze request on March 18, it will be processed by March 25, and will take effect on the next billing date, which is April 3.

The reason it takes 7 days to process a freeze request is because our billing department needs to manually submit each request individually to our third-party billing company, and then our third-party billing company takes 5 days to process the request on their end.

We appreciate your patience and understanding. We’re doing everything we can to make this extraordinary circumstance as easy as possible for our members.

If you cancel/freeze your membership are you supposed to get a confirmation email?

For all cancellation and freeze requests, you will receive an email confirmation once your request has been reviewed. We are currently experiencing an unprecedented number of requests, so under the current circumstances, you can expect to receive your confirmation within 5 days.

WHAT IF MY ACCOUNT IS FROZEN WHEN THE GYM REOPENS? CAN I STILL WORK OUT?

You will need to unfreeze your gym membership to access the gym. Just stop by the club and fill out a request to unfreeze at the front desk. You’ll be prorated for any days remaining in the billing period. You will not have to pay any penalty and once your ‘unfreeze form’ is filled out you’ll have immediate access to the gym.

WHAT HAPPENS TO MY 3- OR 12-MONTH MEMBERSHIP? IS THE TIMEFRAME THAT CITY FITNESS IS CLOSED GOING TO BE ADDED ON TO THE BACK END OF MY CONTRACT?

While your membership billing will be paused from April 14 until after we reopen, the time lapsed will still count toward the length of your membership term. In other words, if we’re closed for 2 months, then 2 months will still come off of your contract. Using the 2 month closure example, if you went into the closure with 10 months left on your term, you’d come out with only 8 months left. If your contract was set to expire during the closure, it still will expire and roll into month-to-month.

AM I STILL ABLE TO CANCEL MY MEMBERSHIP IF I NEED TO?

Absolutely. Please submit a cancellation form through the website and the billing team will be in touch with additional information and a confirmation.

I NEED TO FREEZE MY MEMBERSHIP FOR A LATER DATE AND AM NOT SURE IF YOU’RE GOING TO BE OPEN BY THEN. SHOULD I STILL SUBMIT A FREEZE REQUEST?

Members are still able to submit a freeze request if there is a period of time they’ll need their account frozen despite not knowing if the club will be open by then or not (summer at the shore, fall vacation). Just fill out the freeze request form on the website for those future dates like usual and we’ll be in touch with a confirmation once processed. If you don’t complete a freeze request, note that your membership billing will still stop as of April 14 until after we reopen.

MY ANNUAL FACILITY FEE WAS DUE TO BE PAID THROUGH THE CLOSURE, WILL I STILL BE CHARGED?

We have rescheduled all annual fees that were due to be billed starting April 1. These annual fees will now be billed after we reopen.

I ALSO HAVE A THRIVE MEMBERSHIP. IS THAT BILLING PAUSED DURING THE CLOSURE?

If you are a Thrive member, Thrive dues will be stopped from April 14 until after we reopen, unless you have already opted in to continue billing and participate in our Thrive Anywhere program.

WHEN WILL I BE CHARGED AGAIN? WHEN WILL MY MEMBERSHIP DUES START BEING CHARGED AGAIN?

Your membership will resume active status and your membership dues will start being charged again after we reopen. (Our reopening date is to be determined, based on when officials say it is safe.)

WILL I STILL RECEIVE CREDIT FOR THE DUES I PAID DURING THE CLOSURE?

You’ll still receive the credits that we laid out in previous communications for dues paid during the closure: a dollar for dollar rewards points credit, which you can use toward your dues or other City Fitness rewards products and services, plus a Thrive session and a WE/FIT session. These credits will be made available and outlined in a member communication after we reopen.