Elite Performance FAQ

---

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? Yes, sessions roll over and you never lose sessions as long as you are an active/paying client.
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 indefinitely for group classes.If you place your account on hold more than 4 weeks in one year, you just pay a $30 retainer fee which will be credited to your next payment when you come back. The benefit of doing this is that you don’t lose your sessions. When you cancel your membership, you have 30 days upon cancelation date to finish up your sessions.
   2. Personal Training: You can place your account on hold, but placing more than one month does not guarantee the same time and same trainer. 
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? 8 hours in advance
5. How long is each class? Each class is 55-60 mins long
6. How many people are usually in a class? It depends what time or day usually. Typically 12-20 people. Our Max limit of clients allowed during a bootcamp class is 20 people. This is only if there are NO Personal Training Sessions happening during the class.
7. What does a ten day pass mean? It means someone can try out two free classes at Elite Performance group classes in ten days (can not exceed 10 days).
8. What is an open gym? Open gym means members can come and workout by themselves at our studio between the hours of: Monday & Tuesday: 1-3pm, Wednesday & Thursday: 1:30-3pm, Friday: 8:30am-3pm
9. 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. 
2. What information need to be emailed for the scan-please email us at elite@eliteperformancegyms.com the following information:
   1. Full name
   2. Email
   3. Phone number
   4. Date of birth
   5. Height
   6. Sex (Male/Female)
3. How often does an INBODY scan happen? Once a month-typically the first of the month. We announce it in class and via email 1-2 weeks before
4. What if I miss my INBODY scan? You can always catch the next one!

COVID Policies

1. What if I come in contact with someone with COVID or have COVID, what is the Elite Performance procedure/protocol? We advise members to quarantine and follow the county CDC guidelines. If a member decides to return back, we will need proof of a negative test before returning back.
2. Do I need to show my vaccination card? No, it is not required as we go by the honor system.
3. What is Elite Performance Gym doing to protect their members from COVID? Elite Performance Gym is following the CDC guidelines. Please note that policies may change as CDC guidelines change. As of 1/24/2022 we are performing the following:

• Deep Cleaning the gym twice a day (after morning class block and after evening class block)
  • For our “Deep Cleaning” we:
    • Vacuum & Mop entire gym floor and bathroom
    • Remove & Dispose of any trash
    • Wipe Down both the inside and outside of lockers
    • Spray Disinfectant spray all throughout gym floor, equipment, bathroom, water fountain. 
• Thorough cleaning of equipment after each use 
• Face Masks Mandatory during class at all times
• Keeping doors open to allow in fresh air while keeping fans on to promote more circulation.
• Cleaning commonly touched areas multiple times throughout the day
• Limiting the amount of people in class using our booking system