It happens and is not a problem. We have a lot of members and do roughly 15 transactions a day between people freezing, unfreezing, upgrading their memberships from monthly to less expensive term memberships, purchasing heart rate monitors, and even cancelling! We are getting better every day at managing all this efficiently as a team and this web site is a big help. Despite all that we still make mistakes and are happy to process refunds as needed to make it right.
Sometimes members think that a charge they are seeing is a mistake when it really is not.
The number one reason is that Members sometimes forget that there is a 30 day notice requirement for all memberships. You can read the details in your contract or in your welcome letter but typically there is one final payment covering your last 30 days of membership. We do pro-rate this depending on the proximity of your last payment to your cancellation notice.
The second most common reason is that a Member forgot that their membership freeze period ended. We cover all that (and a lot more) on the freeze page including an admonition to "Make a note" yet it seems sometimes people don't read our important messages!
We do not issue refunds because "I haven't come into the club in X amount of time" Although we don't like to see that, WE are obligated to pay our rent, pay our utilities, pay Mountain View for all kinds of things and have qualified trainers available despite the fact that you were not able to make it in.
We do not issue refunds because "I told the trainer XYZ and it didn't happen" Trainers do not have access to making changes to contracts, issuing refunds or any other administrative tasks. They have been directing members to this site for well over a year now.
If we made a mistake, then please fill out the short form below so we can get going on processing your refund!
Sometimes members think that a charge they are seeing is a mistake when it really is not.
The number one reason is that Members sometimes forget that there is a 30 day notice requirement for all memberships. You can read the details in your contract or in your welcome letter but typically there is one final payment covering your last 30 days of membership. We do pro-rate this depending on the proximity of your last payment to your cancellation notice.
The second most common reason is that a Member forgot that their membership freeze period ended. We cover all that (and a lot more) on the freeze page including an admonition to "Make a note" yet it seems sometimes people don't read our important messages!
We do not issue refunds because "I haven't come into the club in X amount of time" Although we don't like to see that, WE are obligated to pay our rent, pay our utilities, pay Mountain View for all kinds of things and have qualified trainers available despite the fact that you were not able to make it in.
We do not issue refunds because "I told the trainer XYZ and it didn't happen" Trainers do not have access to making changes to contracts, issuing refunds or any other administrative tasks. They have been directing members to this site for well over a year now.
If we made a mistake, then please fill out the short form below so we can get going on processing your refund!
Did you read the information above? We have to operate efficiently and will not process or respond to requests mitigated by this information.
