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Frequently Asked Questions

MEMBERSHIP

PERSONAL TRAINING

 

 

Q. Where is the club located?

A. In-Shape Health Clubs owns and operates 72 locations throughout California. Please visit the Find a Club page for the location nearest you.

 

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Q. What types of activities and equipment are available at In-Shape Health Clubs?

A. Each club has Cardio Theater containing a full assortment of cardio machines (treadmills, cross-trainers, bikes, step machines, etc.) along with a variety of entertainment options. Many clubs offer a combination of the following activities and amenities: tennis, racquetball, indoor and outdoor swimming, outdoor workout areas, unlimited group classes, weight lifting and state-of-the-art fitness machines. We have certified personal trainers available to assist you in reaching your goals. We also offer day camps and incredible kids areas in many of our clubs. Please visit the Club Amenities page for a complete list of amenities.

 

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Q. What types of rules and regulations will I need to follow?

A. Each member is provided with a copy of the In-Shape Health Clubs policies upon joining the club. Each member 13 years and over must check in at the front desk with their own member ID to enter the facility. Memberships are non-transferable. ISHC reserves the right to change rules and regulations at any time. All members will be obligated to comply with such rules, regulations or policies. Please visit the Rules and Regulations page for a complete list.

 

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Q. What different types of memberships are available at In-Shape Health Clubs?

A. In-Shape memberships are designed to be flexible for you and your unique needs. Month-to-Month memberships with options available to select your preferred access and monthly dues based upon an enrollment fee or Paid in Full memberships for 1,2 3, or 12 months.  Up to 4 adults may be added to your account and up to 8 children (children must be related to or a ward to the main member). 

 

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Q. How do I make changes to my account?

A. If you wish to add services, add members or change your account in any way, simply advise your club. A Membership Advisor will complete a "Member Service Request Form." Changes will be processed within 30 days of receipt of the completed form. You must sign a receipt at the front desk indicating the effected changes. There is a $10 processing fee for any non-administrative membership changes.

 

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Q. Why do changes take 30 days to process?

A. In order to properly reflect your changes in time for the next billing cycle, it takes up to 30 days to insure we correctly update your account and confirm the party requesting the change is an authorized signer.

 

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Q. How long can a membership be placed on hold?

A. A member in good standing may place membership on hold after 30 days of membership, for a monthly fee of $10 (unless the hold is requested for a verified medical condition) for a maximum of six (6) months . The AutoPay on the membership file must be confirmed and active to deduct the monthly hold fee if applicable. Billing automatically resumes the month after the requested hold date unless a member calls to release the hold early. Use of the club or its facilities during the "Hold" period will result in the membership being reactivated immediately; and member's regular monthly membership charges will be assessed.

 

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Q. How long is a membership?

A. We have month-to-month terms and paid-in-full fixed terms available for our members. 

 

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Q. How do I charge to my super charge account?

A. In order to make it easy and eliminate the need to carry money or a credit card to the club, you may enroll in our supercharge program to conveniently charge to your account while in the club. Simply provide a credit card number and expiration date on a member services request form. You will then pre-authorize yourself and anyone on your membership for charging privileges.

 

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Q. How do I find out my account balance?

A. The front desk at the club may provide you with your account balance, or you may call the Member Services Office at 209-472-2450.

 

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Q. How do I contact In-Shape Health Clubs?

A. Our Corporate headquarters is located at: In-Shape Health Clubs, Inc. 6 South El Dorado St., Suite 600 Stockton, CA 95202. You can reach the Corporate headquarters via phone at 209-472-2450. To contact your local club, visit our Find a Club page for club-specific contact information.

 

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Q. What are your Club and Child Care hours?

A. Club and Kids Club hours vary by club. Hours are listed in each club's separate web page. Please see the Find a Club to locate individual club pages where this information can be found.

 

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Q. How much does it cost to make changes (upgrades/downgrades)?

A. There is a $10 processing fee for any non-administrative membership changes. We suggest you visit your club so a Membership Advisor can assist you with any changes needed to your membership.

 

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Q. When is my bill due?

A. Most members use our convenient AutoPay method for paying from a checking or credit card account. Dues are drafted on our about the 2nd of each month automatically. The total balance of your account is due at the corporate office by the 2nd of the month and is late after the 15th of the current month.  

 

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Q. How do I cancel my membership?

A. To cancel a membership, Member must request cancellation at least 30 days prior to the date. The cancellation will be effective either (1) via email to cancelme@inshape.com, (2) via certified mail to ISHC Member Services, 6 S. El Dorado St., Suite 600, Stockton, CA 95202, or (3) in-person at a physical ISHC facility. A cancellation shall be deemed submitted on the date it is received in the ISHC Member Services office, whether via email or certified mail, or, in the case of in-person cancellation at an ISHC facility, upon issuance of the ISHC email confirming receipt of the cancellation request. 

 

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Q. Why do cancellations have to be in writing?

A. As with any changes to a membership, we require a cancellation request in writing to ensure an authorized member is requesting the cancellation. 

 

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Q. How many people are required at a company/business for a corporate rate?

A. Corporate discounts are available for companies with a minimum of 250 employees. Please contact Kris Mulkey at kristin.mulkey@inshape.com if you would like information on setting up a corporate account.

 

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Q. What does a membership with In-Shape Health Clubs cost?

A. Pricing varies based upon membership level and access. A Membership Advisor at your local club will be happy to meet with you and discuss your membership needs so they can provide you with pricing for the option that best fits your needs. Feel free to contact the location nearest you to schedule a tour.

 

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Q. What forms of payment are accepted for the monthly dues payments?

A. We prefer checking or savings AutoPay information and will also accept credit cards (Visa, Master Card, Discover and American Express). No prepaid cards or checks are accepted.

 

Q: What type of Personal Training Does In-Shape offer and what are the prices?

A.  In Shape offers a variety of personal training packages to fit our members’ needs including one – on -one and small-group sessions. Pricing varies based upon the Personal Training program selected. Talk to your club Fitness Department to receive a complimentary Fit Start appointment and consultation.

 

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Q. Once I sign up, can I view my account information for Personal Training?

A. At enrollment, each member will receive an account and a user name and password. You may view your account by logging into https://inshape.mosomyclub.com . Your Personal Training account will include information such as your contract information, appointments and invoices.  

 

 

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Q. How long is each session when I meet with the personal trainer?

A. Each individual Personal Training Session is either 30 or 60 minutes and is based on the package you purchase.  

 

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 Q.  Where is personal training offered?

A. Personal Training services are offered at select locations.

 

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 Q.  Can I redeem my personal training sessions at any In- Shape location?

A. Yes, as long as your membership type allows you access to the location where you want to redeem your Personal Training.

 

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Q.  Do I have to be a member to purchase and use Personal Training?

A.  Yes, you must have an Active In-Shape membership to purchase and use personal training.

 

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Q.  Can my personal training be placed on hold?

A.  When necessary a personal training client in good standing may place his or her Personal Training account on hold up to three [3] months.

 

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Q.  When is my monthly payment due for Personal Training?

A. For Personal Training clients choosing a monthly payment option, an AutoPay account using a checking or credit card account will be established.  Your first payment is drafted/charged on the day you purchase Personal Training. Thereafter, your payments are drafted/charged using your AutoPay account on or about the same day of the month as your initial purchase date every month thereafter.  

 

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Q.  What happens if my Personal Trainer is no longer available?

A. All of our personal trainers are certified, experienced and committed to providing you with topnotch fitness assistance. If your trainer is no longer available, another trainer will be provided based upon your needs. Our Fitness Manager will match you with a different Personal Trainer and if necessary will provide a complimentary session to update your new trainer with your requirements.   

 

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Q.  What if I am unable to make my scheduled personal training appointment?

A. To reschedule your appointment, we require a cancelation 24 hours in advance. You may contact your personal trainer at the club to reschedule your appointment. If you have any difficulty contacting your scheduled trainer, you may call (888) 600-8640 to provide notice of your cancelation.   If you do not cancel 24 hours in advance of your scheduled session, you will be charged for the missed session.

 

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Q.  What are the hours for Personal Training?

A.  Hours vary based on location. During enrollment in Personal Training, your Fitness Manger will find a schedule to accommodate you.

 

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Q. What forms of payments are accepted for Personal Training?

A.  We accept all major credit cards such as Visa, Master Card, Discover and American Express. After your initial payment, we also accept ACH or Savings transfers. No prepaid cards, checks, money orders or cash are accepted.

 

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Q. How do I cancel my Personal Training?

A. To cancel Personal Training, you must request a cancellation at least 30 days prior to the cancelation effective date. You may notify us of your cancelation either [1] via email to cancelmypt@inshape.com , [2] via first class mail  to ISHC Member Services, 6 S. El Dorado St., Suite 600, Stockton, CA 95202 (to insure we receive your notice, we recommend using certified mail return-receipt requested), [3] via phone by contacting our Member Services office at (888) 600-8640 during normal business hours; Monday – Friday 8:00 a.m. until 6:00 p.m. PST, or [4] in-person at a physical ISHC facility.

 

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Q.  Is my personal training the same as my membership, month to month?

A.  Personal training is specialized to your needs and reaching your goals. Packages are available with a paid in full option, or on a month to month payment basis with an initial term of 3, 6 or 9 months, which then continues a month-to-month basis.  Special terms are also available during promotional periods.

 

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Q.  Can I change the number of sessions I originally signed up for?

A. If you wish to make changes to your Personal Training package, please see your local Fitness Manager. The Fitness Manger will be happy to meet with you and discuss your options.

 

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