Elite Performance FAQ

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Account Management Policies

1. If Mindbody app is asking me to pay for classes even though I paid already, what are some possible solutions?
   1. Verify your email
   2. Check to see your name and email matches what we have in our system
   3. Verify that you used up all your sessions before your next payment
   4. If steps do not work, please text 510-661-3622
2. Do unused classes/sessions roll over to the next month? All sessions have a 30 day expiration date.
3. Can I come to class if my account is on hold? No, you can not. If you have any questions, please call/ text 510-661-3622
4. How long could I place my account on hold and what is the benefit of placing my account on hold versus canceling my membership?
   1. Group Classes: You can place your account on hold for $25/month to hold onto your sessions and grandfathered rate.
   2. Personal Training: You can place your account on hold by purchasing sessions as a place holder.
5. Can I transfer my sessions to someone or transfer services? No, you cannot.
6. If I get a sudden injury and can’t come in, what are options? We recommend to place your account on hold or do our online training plans (customized nutrition plan or membership portal)
7. If I cancel my membership, do I get my existing rate? No, you do not. Rates are subject to change if you cancel.
8. What is the cancellation policy? You need to provide at least a 30 day notice, which is your last payment to use up all your sessions.
9. Are there family discounts? If you refer a friend/family member, you get 10% off your next package!

Class Policy

1. If I don’t show up to my class or cancel late, do I get my session back or do I lose my session? You DO NOT lose your session. It is just a $10 charge. It will take 24-48 hours for it to be reflective in your MINDBODY app.
2. How do I tell how many sessions I have? Go to your MINDBODY app->profile->passes
3. What is the grace period when arriving at class? There is no grace period. Our members’ safety is the number one priority, so everyone needs to arrive on time to ensure they are properly warmed up and do not get injured. If someone is late, we will not accept them in class and there is a $10 charge.
4. How early can I cancel class to not get the $10 late charge? 4 hours in advance
5. How long is each class? Each class is 50-55 mins long,
6. How many people are usually in a class? It depends what time or day usually. Typically 15-25 people. Our Max limit of clients allowed during a bootcamp class is 30 people. 
7. What is an open gym? Open gym means members can come and workout by themselves at our studio between the hours of: Monday-Friday: 1pm-3:30pm.
8. What if I am really busy and can’t book early as my schedule is unpredictable-what is the best thing to do? We recommend calling/texting 510-661-3622 before class (an hour or more before class) so one of our team members can see if they can add you to class if there is space.

INBODY Scans Information

1. What is the inbody scan-it is a body composition analysis that provides a breakdown of muscle, fat, water and body fat percentage. It is one of the most accurate machines for providing this type of information.