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Covid-19 Updates + FAQs Image

Covid-19 Updates & FAQs

BILLING UPDATE EFFECTIVE 3/1/2021: If your home club is open, your membership status and billing have not been changed. If your home club is closed and/or you don't have access to an open club in your market, we’ve paused your membership billing. If you’d like to work out at an open club, you can reactivate your monthly billing. You can make that selection when making a club reservation. You do need an active membership to access In-Shape.

 

For more information and up to the minute updates on Covid-19 related club closures in your county, visit covid19.ca.gov.

 

Have questions about a specific topic? Click the links below to jump to that section.

 

Are Clubs Open? Face Mask FAQs

 

Billing Group Fitness

 

Club Experience Club Amenities

 

Safety Measures Membership

 

Guest Passes Personal Training

 

 

Which Clubs Are Open?

The status of all the clubs is below and can be found in the In-Shape App.

 

 

The following clubs are now OPEN INDOORS

  • Antioch  
  • Atwater
  • Bakersfield California Ave.
  • Bakersfield Coffee Road
  • Bakersfield Oswell
  • Bakersfield Riverlakes
  • Bakersfield Seven Oaks
  • Bakersfield White Lane 
  • Brentwood
  • Capitola
  • Cathedral City
  • Concord  
  • El Dorado
  • Fairfield Dover
  • Fairfield Rancho Solano
  • Lodi  
  • Manteca
  • Merced
  • Merced Yosemite Ave
  • Modesto Floyd
  • Modesto McHenry North
  • Modesto Prescott
  • Monterey  
  • Napa
  • Palmdale East
  • Palmdale West
  • Porterville
  • Salinas Northeast
  • Salinas West
  • Santa Maria
  • Stockton Hammer Lane
  • Stockton March Lane
  • Stockton West Lane
  • Suisun City
  • Tracy Blvd
  • Turlock Monte Vista
  • Vacaville Browns Valley
  • Vacaville Elmira
  • Vallejo Lincoln Road
  • Victorville North
  • Visalia Demaree
  • Visalia Mooney North
  • Woodland
  • Yuba City

 

The following clubs will not be reopening. 

  • American Canyon
  • Carmel
  • Ceres
  • Hanford
  • Lancaster
  • Lathrop
  • Lompoc
  • Los Banos
  • Manteca West
  • Merced R St.
  • Pacific Grove
  • Ridgecrest
  • Stockton Downtown
  • Stockton Marina
  • Stockton Quail Lakes
  • Tracy 11th St.
  • Tracy Grant Line
  • Turlock Geer Rd.
  • Vacaville Alamo
  • Vallejo Sereno Dr.

 

 

Billing

 

When are you going to bill me my monthly dues?

BILLING UPDATE EFFECTIVE 3/1/2021: If your home club is open, your membership status and billing have not been changed. If your home club is closed and/or you don't have access to an open club in your market, we’ve paused your membership billing. If you’d like to work out at an open club, you can re-reactivate your monthly billing. You can make that selection when making a club reservation. You do need an active membership to access In-Shape.  All billing is linked to the club where your membership originated. Members will be charged on their regularly scheduled billing date. For members with add-ons on their memberships which are currently not available, (towel service, VIP service, etc.) we will deduct that fee from your monthly billing statement.

 

For more info on billing, please visit our Billing FAQs.

 

Does the billing for the Annual Fee change?

Annual fee billing has been paused at closed clubs. Annual fee billing will resume the month your home club reopens. It will continue to be drafted on the 14th of the same month each year. For example, if your clubs reopens March 1st, your annual fee will be drafted on March 14th each year.

 

Can I put a temporary freeze on my account when the club reopens?

Yes, you can re-freeze your account for up to three months. A hold fee will be applied starting July 1, 2021. You can place a hold on your account by accessing the Profile section in the app. This is a great option if you need a little extra time before returning. Click here to download the In-Shape App

Click here for instructions on how to put your account on hold.

 

Will you be billing for services that aren’t available?

We will not be billing for any service that has been purchased as an add-on to your membership that is not available when we re-open. If you purchased towel service, VIP or Perks we will deduct these fees from your monthly billing each month they are unavailable.

 

Will I get any credit for the days my club is closed?

If your home club is not open, monthly recurring dues have been paused and you will not be billed until: 1) your home club reopens, or 2) you choose to re-activate your monthly dues when making a reservation.

 

As a result, we will credit complimentary club access for any prepaid dues during our closure. For example, if your home club was closed for 12 days in July, you will be credited with 12 days of complimentary usage once the club reopens. This complimentary access may be in the form of a statement credit for use against future membership dues once the clubs reopens.

 

 

Club Experience

 

Will I need a reservation to visit the club?

Yes. To help ensure physical distancing in the club, we will require all members to make a reservation on the In-Shape app up to 48 hours in advance.

 

Each member will have access to a club for a maximum of 2 hours per reservation and can make multiple reservations each day.

 

How do I Make a reservation?

Reservations are made using the In-Shape app or Member Hub.

 

Click here for instructions on how to make a club reservation and to reserve amenities like Group Fitness, Kid Zone, pool use and court sports. 

 

I don't see the Club Reservations option in the app, what's going on?

If you don't see Club Reservations as an option in the top left navigation, make sure you are using the newest In-Shape app. The app icon should have a kettlebell on it:

App Icons

 

I don't have a smartphone, how do I make a club reservation?

You can make a club reservation in the Member Hub using these steps:

      • If you haven’t used the Member Hub or In-Shape app, you will need to set up a login. Click here and select Create a Login.
      • From any page of the website, select Member in the Select Your View tab under the In-Shape logo and click Member Login in the top right corner.
      • Follow the prompts to login, then select Club Reservations from the top menu.
      • Click the + sign and follow the prompts to make a reservation at your club.

 

How long can I work out?

After your 30-minute arrival window, you will have up to an additional 90 minutes in the club (for a total of up to 2 hours).

 

What happens if I am late for my reservation?

If you arrive outside the arrival window, you will be required to make another reservation based on availability at that time.

 

What happens if I can’t make it to the club and I have a reservation?

If you have a reservation and can’t make it to the club, please cancel your reservation in the In-Shape app. You can then rebook another time slot for the same day or a different day.

 

What happens if I have a reservation and don’t show up?

Your reservation will automatically cancel at the end of the 30-minute reservation window. It will not show as a check-in. You can rebook for another time slot the same day or another day. As a courtesy to our members, we do ask that if you are unable to attend, please cancel your reservation so another member may use that slot.

 

My home club isn't open yet, can I visit other clubs?

Yes! All members have access to all clubs until May 1st. To see the list of open clubs, click here.

 

How far in advance can I book a reservation?

Reservations can be made in the mobile app 48 hours in advance. Each member can book one daily reservation.

 

What time is the last reservation?

The last reservation of the day is 30 minutes before the club closes. Please note that you will only have 30 minutes in the club if you choose this reservation slot.

 

What are the hours of operation?

Hours vary by location. Please check the In-Shape app to see the hours for your club.

 

How many members are allowed in the club at the same time?

We will limit the number of members in the club based on local guidelines. All members must book their visit to the club ahead of time.

 

Is Kid Zone open?

Kid Zone will be available at select clubs upon reopening, with additional clubs opening soon after. You will need to make a reservation for your child prior to visiting the club. Kid Zone is available for children between the ages of 3-12. Check the Kid Zone FAQs for updates. 

 

Do I need to download the In-Shape App to visit the club?

Yes. You will need the In-Shape App to book a reservation to enter the club, to take a group fitness class, to check-in, to make a retail purchase, update your account and see all other communication.  We no longer accept key cards or verbal check-ins with the front desk.

 

What is the new Check-in Process?

      • Please do not visit the club if you are experiencing any Covid-19 symptoms or not feeling well. 
      • Arrive at the club on time for your scheduled reservation. 
      • You’ll use your mobile phone and the In-Shape app to scan your barcode for entry.
      • Temperature check will be required.

Will In-Shape be taking cash for retail purchases?

      • No, we are eliminating the use of cash to have a more touchless experience.
      • You can update your profile in the In-Shape app to add a credit card for billing. This makes it easy and fast to purchase any item with little to no contact.

Will towel service be available?

Towel service will not be available at this time. Please bring your own towel. If you forget one, we will have towels available for purchase. If you have added towels as a paid amenity on your Account, you will be credited for that amount.

 

Are there restrictions on how many times a day you can work out?

To ensure physical distancing standards of 6 feet between members and team members, and to enable all members are able to workout, we are restricting club access to one time per day for each member.

 

Can I bring my own hand weights to the club?

No, please do not bring your own hand weights to the club. We will continue to clean and disinfect all our equipment to ensure everyone's safety.

 

Can I bring a workout bag with me to the club?

Yes. Please store your bag in a locker if it is larger than 11in x 17in while you are working out, so it doesn’t become a trip hazard in the club. Small cinch bags, duffle bags, back packs or fanny packs may be with you while working out.

 

 

Group Fitness

 

For more information, view our Group Fitness FAQs

 

What group fitness classes are available at the club?

Our initial formats include: Yoga Burn, Yoga Restore, BODYFLOW, Pilates, POP Pilates, Zumba, U-JAM, Barre Fusion & BODYPUMP. Class formats and scheduling will vary by location. We will continue to add classes in the near future.

 

Visit the Group Fitness FAQs for more info and the class schedule to see what's available at your club. 

 

Do I need a reservation to attend a Group Fitness class?

Yes! Please book your class in advance of coming to the club. You will need a club reservation as well.

 

Why are Aqua Classes no longer available at my club?

The government has mandated that all indoor pools remain closed until further notice and Aqua classes have been moved outdoors at clubs with heated outdoor pools. If your club does not have a heated outdoor pool, Aqua classes have been temporarily suspended until Spring or until we are allowed to reopen indoor pools.

 

 

Personal Training

Will personal training be available?

Personal training will not be initially available.

 

 

Club Amenities

 

What amenities are available?

All areas of the club will be open with limited capacity and equipment availability to ensure 6 feet physical distancing except the following: 

      • Massage Chairs and Hydro Beds
      • Sauna
      • Steam Room
      • Indoor spas
      • Basketball Courts
      • Racquetball courts

 

Are Tennis, Pickleball and Racquetball available?

Tennis and pickleball will be open. Racquetball courts will not be open at this time due to the inability to restrict physical distancing. All members are required to use their own equipment. Court reservations are required and can be made on the In-Shape App.

 

Tennis will be available at the following clubs once they reopen:

  • El Dorado
  • Fairfield Dover
  • Fairfield Rancho Solano
  • Merced Yosemite Ave
  • Stockton West Lane
  • Tracy Blvd
  • Vacaville Browns Valley
  • Vallejo Lincoln Rd
  • Visalia Demaree

Are Singles and Doubles Allowed?

Yes. Singles and Doubles play will be allowed when we re-open the tennis and pickleball courts.

 

How do I use the Pool?

  • Indoor pool availability varies by club based on guidelines in your county. See the In-Shape app for your club's indoor pool status
  • Outdoor pools are not heated at the following clubs: Antioch, Bakersfield Coffee Road, El Dorado, Merced Yosemite Ave, Modesto McHenry North, Stockton West Lane, Tracy Blvd & Visalia Demaree
  • Please make your club reservation and book your pool lane reservation in the In-Shape app before coming to the club.
  • Bring your own towel.
  • Please dry off in the pool area completely before walking through the club to avoid slip hazards.
  • Members cannot change in pool cabanas.
  • Pool cover-ups and robes are allowed.
  • Swim accessories are allowed. Please bring your own mask, goggles, swim cap or kickboard for lap swimming.

 

 

 

Safety Measures

 

Do I need to wear a face mask while working out?

Yes. We require a face mask/face covering at all times while indoors (encouraged outdoors).

 

For more information, view our Face Mask/Covering FAQs

 

What is In-Shape doing to keep the clubs clean?

In-Shape has established a very thorough cleaning protocol for Team Members to follow throughout the day to ensure equipment and all areas of the club are sanitized. These protocols have been developed taking into consideration CDC, EPA and public health official guidelines.

 

We will have In-Shape team members cleaning all open areas of the gym throughout every day and doing a deep clean every night after closing. All cleaning products and tools are EPA and CDC approved. 

 

What is In-Shape doing to ensure pools are safe?

In order to keep our pools and spas safe, In-Shape uses VivoAquatics, a system that automatically measures and maintains proper chemical levels. VivoAquatics has received CMAHC Certification for CDC Safety Standards.

 

What is the member community responsibility in cleaning?

We are requesting that all members disinfect equipment after use. We are also asking members to wash their hands frequently and/or use hand sanitizer. We are providing extra sanitizing wipes and hand sanitizer stations. 

 

What are your physical distancing guidelines while in the club?

We are asking all members to maintain a 6-foot distance between themselves and others in the club. In-Shape has implemented procedures to help ensure these distancing guidelines are respected including visual reminders, area closures, equipment closures and staff to monitor and enforce these rules. All group fitness studios will have markers on the floor.

 

Will you be taking temperatures of members and team members?

Yes. A Team Member will use a touchless thermometer to check your temperature upon check in. If a member’s temperature exceeds the CDC recommendation, they will be asked to leave until their temperature has reduced.

 

What are you doing to keep your Team Members Safe?

      • In-Shape is providing PPE equipment for all team members including masks, disposable gloves and safety glasses
      • Team members are trained on new hand washing, physical distancing protocols and club cleaning standards
      • The In-Shape clean approach was designed to keep the club clean with the safety of all members and team members as a top priority
      • If a team member is feeling sick or showing Covid-19 symptoms, they are required to stay home and not report to work

 

How do I know your Team Members are healthy?

      • Each team member is required to have their temperature checked before they begin work.
      • If a team member has a fever when they arrive, they are immediately sent home and can only return when they no longer have symptoms.

 

 

Membership

 

How do I join the club?

All memberships will be sold using our online portal. You must use your own device in the club or at home or our touchscreen monitor in the club. The site is set up for mobile phones, tablets, and all computers. All memberships are month-to-month and do require a bank account or credit card for billing at the time of join.

 

Have the membership options changed?

We currently offer two membership options. Details can be found on our membership page.

 

Where is the club located?

In-Shape Health Clubs owns and operates 40+ locations throughout California. Please visit the Find a Club page for the location nearest you.

 

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

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, weightlifting and state-of-the-art fitness machines. Please visit the Club Amenities page for a complete list of amenities.

 

 

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

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 Welcome Desk using the In-Shape app with their image on file 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.

 

For the safety and protection of all of our members and team members/employees, In-Shape policy prohibits firearms from being brought into our clubs, except in the case of authorized law enforcement personnel.  Any member who fails to comply with this policy is subject to having his or her membership revoked and being prohibited from using our clubs. 

 

 

How do I find out my account balance?

The easiest way is to use the In-Shape app by clicking Profile in the top left navigation then select Billing Information to see your current balanceThe front desk at the club may provide you with your account balance, or you may contact Member Services.

 

How do I contact In-Shape Health Clubs?

By filling out the form on our Contact Us page. To contact your local club, visit our Find a Club page for club-specific contact information.

 

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

There is a $10 processing fee for any non-administrative membership changes. 

 

When is my bill due?

Most members use our convenient AutoPay method for paying from a checking or credit card account. Dues are drafted on 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.  

 

How do I cancel my membership?

For details on how to cancel your membership, visit inshape.com/how-to-cancel

 

How long can my kids stay in the Kid Zone?

Members are allowed to leave their kids in Kid Zone for up to two hours while they work out in the club.  

 

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

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.

 

 

 

Guest Passes

Can I use a guest pass to visit the club?

Guest passes and day passes are not allowed at this time.

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