Frequently Asked Questions

Billing, Charging to Account and Payment

How do I update my billing information?

To update your billing information, contact your club’s member experience manager or member services team. Additionally, you can also use the FFC app to add or update bank account information. However, to switch from one type of payment to another, or to update credit card information, a staff member will need to assist.

Can I charge purchases to my account?

Yes. We do allow account charges to memberships with a good payment history and a valid method of payment. The main member on the account must request this access with the membership team, the member experience manager, or the general manager for each individual on the account before that option is enabled. Charges to account (CTA) will be turned off at the club’s discretion if something changes on the account.

Can I prepay my dues?

Yes, you can prepay your dues before the end of the month by accessing your account via the FFC app or via ffc.com/members. When doing this, as long as the payment on the account is greater than the amount scheduled to be drafted, the account information on file will not be drafted on the first of the month. If the payment on account is less than the amount scheduled to be charged, only the difference will be drafted.

How do I pay a balance that is in collections?

You may contact the collection agency to pay the balance at (800) 580-3912.

We take credit/debit card, cash, or cashiers check/money order to pay for past due balances. If payment is made with a personal check, members who wish to rejoin will have to wait until the check clears before being allowed to rejoin.

What is the difference between payment on account and charging to account?

A payment on account (POA) is a credit applied to the account either paying a pre-existing balance or creating a credit balance on the account. Members can make payments on their account with cash, checks or credit/debit. Gift cards and FFC Bucks cannot be used towards payments on account.

A charge to account (CTA) is applying a debit to the account to be paid at the next billing cycle along with your monthly dues.

What is your return policy on retail and services?

Unworn and undamaged retail items (with tags still attached) may be returned with a receipt within 30 days of purchase for store credit only. Services rendered are non-refundable, but the value of the remaining services can be transferred to another service within Fitness Formula Clubs.

Can I make purchases online?

Yes, however not all programs are available for purchase online. Eligible programs and services can be purchased online using your own payment options by visiting ffc.com/shop. You can use earned FFC Bucks on eligible items by visiting ffc.com/bucks.

Cancellation / Account Freezing

What is your cancellation policy?

You can cancel your membership or any ancillary services at any time. You must provide written notice of cancellation per the membership agreement, meet with the member experience manager or general manager to complete the cancellation in person, or arrange to receive an online link (and complete a form) from the member experience manager or general manager to cancel by the 15th of the month in order not to get billed for the following month.

All month-to-month memberships auto-renew on the 15th of each month for the following month. If you discontinue use of the club’s facilities (without written cancellation notice, face-to-face cancellation, or online link cancellation), this does not constitute membership cancellation and does not relieve you of payment obligations.

You have a 30-day grace period to reactivate the membership without incurring a new enrollment fee. After 30 days, the current full enrollment fee will apply.

Is there a cost to cancel?

No, however, you must cancel using one of the 3 formats stated above, by the 15th day of the month, in order not to be billed again.

Can I put a short-term hold or freeze on my membership?

Yes. There is a monthly fee for non-medical freezes: $30 for an individual and $60 for couple and family accounts. All freeze requests must be submitted on or before the 15th of the month to adjust the next billing cycle.

How long can I freeze my membership?

Non-medical short-term holds/freezes must be a minimum of one month and a maximum of three months, unless medically related, which requires written documentation. There is a monthly fee assessed for all non-medical freezes, as stated above.

Corporate Program

Do you offer corporate discounts?

Yes, we have a corporate wellness program called WellFit. For details, please contact the general manager or membership director at your club, or email Daniela Spaid at dspaid[at]ffc[dot]com. A corporate wellness program for a company can be started with a minimum of 5 employees.

FFC Bucks

What are FFC Bucks and how do I earn them?

Members can earn FFC Bucks by referring new members and by competing in programs such as Move2Win. FFC Bucks earned can only be redeemed for services in the Bucks account (ffc.com/bucks) and carry a 30-day expiration from the date of issue. Please allow two days for processing on all purchases with FFC Bucks.

What is the Results Guaranteed Program?

Members can request a refund of their enrollment fee and dues paid at the time of enrollment within 30 days of their join date if they do not see any improvement in areas tested below.

30 Day Results Guaranteed conditions:

  • Complete baseline tests within first 7 days from join date with an FFC personal trainer. Baseline tests are as follows:
    • Resting heart rate (RHR) test
    • Myzone submaximal treadmill test (10 minutes)
    • Body weight test
    • Body fat percentage test
    • Strength test (includes chest press, shoulder press, row, and squat)
  • Complete 1 FitStart Service within first 30 days from join date.
  • Work out a minimum of 12 days within the first 30 days of membership, of which 1 of the days is the FitStart service.
  • Complete a re-assessment of the baseline tests with an FFC personal trainer before the end of the 30-day window.

Fitness

What fitness tests are included with my membership?

Weight, body composition, muscular strength and endurance tests, and circumference measurements can be assessed at no charge by a fitness specialist or personal trainer.

Can I bring in my own trainer?

No, all of our trainers are full-time, qualified fitness professionals working to meet the needs of our members. We protect the livelihood of our trainers by not allowing outside trainers to train inside our club. All payment for all services are to be made payable to the club where the services are performed, never directly to a staff member in a staff member’s name.

What do the Personal Trainer Levels mean?

Personal trainer levels are based on education, experience and ability to sustain minimum requirements.

  • Level One: personal trainers develop safe and effective programs to help members reach an array of fitness goals.
  • Level Two: master trainers have learned additional skills through specialty certifications.
  • Level Three: elite trainers are leaders in the fitness industry who train as well as teach their skills to other trainers.
  • Level Four: expert trainers have achieved mastery-level education combined with extensive experience to provide the highest level of service and results.

What certifications do your trainers have?

Trainers have a wide variety of degrees and specialty certifications. All trainers are required to minimally have a degree in an exercise science-related field or a National Commission for Certifying Agencies (NCCA) accredited certification. The most common certifications of our trainers are from the American Council on Exercise (ACE), National Academy of Sports Medicine (NASM), National Strength and Conditioning Association (NSCA), American College of Sports Medicine (ACSM), or International Sports Sciences Association (ISSA).

How old do you have to be to train with a trainer?

You must be at least 13 years old (and you must have met with the club’s fitness department beforehand, which also requires parent signature for membership – please see membership age specifications in the membership section of the FAQs).

Are Pilates classes included with membership?

Pilates Mat classes are included in your membership, however, private and small group apparatus lessons are an additional charge.

What do the Pilates Trainer Levels mean?

Pilates trainer levels are based on education, experience and ability to sustain minimum requirements.

  • Level One: Pilates trainers develop safe and effective programs to help members reach an array of fitness goals.
  • Level Two: senior Pilates trainers have learned additional skills through specialty certifications.
  • Level Three: master Pilates trainers are leaders in the fitness industry who train as well as teach their skills to other trainers.

Can I work out on the Pilates apparatus equipment in the Pilates studio without a Pilates trainer?

No, you must be with an FFC Pilates trainer to use the equipment in the Pilates studios.

What is Myzone?

Myzone is a wearable heart rate-based system that uses wireless and cloud technology to accurately and conveniently monitor physical activity. The Myzone heart rate strap is worn around the chest just beneath the chest muscle. The Myzone device monitors heart rate, calories, and time spent exercising which converts into Myzone Effort Points (MEPs), and is linked to the Myzone app and club digital displays. Performance Training Center classes, The EDGE (a group fitness class), and Move2Win challenges leverage this platform.

General Facility

Do your clubs have parking available?

All of our clubs, except FFC Old Town and Union Station, have on-premise or adjacent free parking for 2 hours with validation at the club’s front desk. After two hours, rates vary by parking garage, so please be sure to check with the garage for additional information. FFC Elmhurst’s designated garage offers 3-hour free parking.

What is your concealed carry policy?

FFC does not allow any private citizen to carry a concealed handgun inside any of our clubs.

Do you allow service animals in the club?

FFC does not allow pets in the facility, but service animals are allowed.

Do you offer facility rentals for things like corporate events or birthday parties?

Yes, we rent out our facilities for various events – please speak to the club’s general manager to inquire about rental rates, capacity and other information.

How do I sign up for permanent lockers and laundry?

When permanent lockers are available, you can rent one for as little as $20 per month; monthly rates vary slightly by location. Lockers can be reserved with the member services team. We will provide you the lock. Laundry is $28 per month and only available with a locker rental.

How does the personal laundry service work?

Laundry is $28 per month and only available with a locker rental. You are provided a mesh bag with laundry service. Clothes that need to be laundered should be placed in that bag and placed in any of the towel drops. Personal laundry will be laundered separately from the towels and returned to the rental locker within 22 hours.

Do I need to bring a towel?

No, we provide bath towels in the locker rooms and workout towels in designated areas.

Do I need to bring a lock?

No, all daily lockers have built-in battery-free locks that are easily set with a 4-digit code of your choice.

What amenities are available in the locker rooms?

Shampoo/body wash, conditioner, body lotion, mouthwash, deodorant, hair spray, Q-tips, tissue, and cotton balls. Please note some of these amenities may be temporarily unavailable due to the COVID-19 pandemic.

What brand of shampoo/bodywash and conditioner is available in the showers?

FFC uses Provance + Maxine products. The products are dye-free, phosphate free, paraben-free, gluten-free and have no artificial colors and undergo no animal testing. In addition to being healthier and conscientious, the shampoo/bodywash and conditioner feature our signature scent, which is a blend of lemongrass, lavender, and bergamot.

What cleaning products are used in the club?

We use disinfecting floor and surface cleaner from P&G for all facility surfaces, including the locker room and showers. It is a pH-neutral, safe cleaner. For a full list of our current cleaning products, please go to ffc.com/cleaning-products.

Gift Cards

Does FFC offer gift cards for purchase?

Yes, you can purchase FFC gift cards in the online shop or in the clubs. You can also use the online form to purchase a physical card that can be mailed to a specific postal address, or email an electronic gift card code as well. Gift cards are not redeemable in the online store, and cannot be redeemed for cash, check or credit, or toward the payment of existing account balances.

Do gift cards expire?

Purchased gift cards do not expire. FFC Bucks expire 30 days from date of issue.

Group Fitness

How do I sign up for group fitness classes?

During COVID-19, class attendance must be reserved in advance via the FFC app. Members may not reserve space for others. There are a few fee-based programs listed on the FFC app and on the group fitness schedule noted by “($)” after the name, which also require signing up in advance.

Where do I find the class schedule?

Class schedules are available on our digital advertising network (DAN) screens in the club, and under the “classes” section of the FFC app.

How often is the group fitness schedule changed throughout the year?

4 times per year and during holidays.

What temperatures are yoga classes held at?

  • Non-heated yoga classes are held at 84°F.
  • Heated yoga and Formula 94 classes are held at 94°F.
  • Hot yoga and heated Vinyasa yoga are held at 104°F.

Do the spin bikes require special shoes?

While our Keiser spin bikes can accommodate special SPD-style spinning shoes, they are not required. SPD-style clips are available on all spin bikes. One side of the pedal utilizes the clip, the other side has cages for gym shoes.

Can I use the group fitness studios when there is no class?

Yes.

Guest Policy

Can I bring a guest?

Yes, members have the opportunity to bring guests at a reduced rate of $20 per visit.

  • Non-members accompanied by an FFC member – $20
  • Prepaid 10-pack of guest passes – $175

How many guests can I bring?

There is no published limit, but total guest visits may be limited based on club occupancy and/or season of the year.

What do guests need to bring to use the club?

Guests must show a valid, government-issued photo ID. Guest fees must be paid before entry to club. Regardless of fee, all non-members must complete a guest liability waiver and release upon entering the club.

What are the guest age restrictions to work out in the club?

Guests must be 18 years or older. The only exception are minors ages 13 – 17 who are guests of parents who are members.

Kids’ Club / Childcare

How old does my child need to be for Kids’ Club?

Children should be 3 months to 12 years of age to participate in Kids’ Club.

Do I have to make a reservation for Kids’ Club?

Yes, due to COVID-19, all users must make appointments to reserve a space in in Kids’ Club.

Does your team change diapers?

Our Kids’ Club attendants are not responsible for changing diapers of the children in Kids’ Club but will request that the manager on duty or Kids’ Club supervisor locate the parent/guardian in the club to change the child’s diaper.

What kind of training do we give childcare attendants?

Childcare attendants are required to be CPR/AED certified and complete onboarding training with a childcare supervisor. A number of our lead staff also have early childhood development experience.

Can I bring my child into the locker room?

Please use the poolside locker room for families with children.

Membership

Please contact the general manager or a staff member in our member services department for all upgrades, downgrades and add-ons.

Do you offer short-term memberships?

Yes, a one-month membership is $199, a two-month membership is $299 and a three-month membership is $399.

Do you offer student memberships?

We have a temporary student membership option for students ages 16 – 22. Options include a one-month membership for $169, a two-month membership for $269 and a three-month membership for $369. Student must show valid student ID to receive rate.

My children are home from college. Can I just add them to my membership temporarily?

Yes, we offer two options for these situations.

  • Option 1: add them directly to your membership – see the membership department for details.
  • Option 2: purchase them a temporary student membership (see above).

What is an upgrade?

You can upgrade your membership by changing your membership type from a Single Club Access to an All Club Access or Premier membership or changing your All Club Access to a Premier.

What is a downgrade?

When you want to change your membership type from a Premier to an All Club Access or Single Club Access option, this is considered a downgrade.

What is an add-on and how do I add my spouse and/or children to my membership?

Members can add a spouse, partner or children ages 13 – 20 to their existing membership as an “add-on”. Please see the membership department for pricing. Enrollment fees apply when adding on secondary members.

Can I add on children under the age of 13?

Children under the age of 13 would need to join Kids’ Club to have access to Kids’ Club and family hours. There is no enrollment fee when adding children on at the time of new membership enrollment. There may be a fee to add Kids’ Club at a later date. (Check with the membership department at your club.) The current monthly dues apply per child for up to two children. There is no additional charge beyond two children in the same household.

What is the FitStart Service that is included with my membership?

Currently, each new membership account receives one FitStart service. Anyone on an account can utilize the training sessions.

What can the FitStart Service be used for?

Personal training, Pilates training and nutrition counseling. The nutrition counseling session is 30 minutes, a personal training session is 60 minutes, and a Pilates training session is 50 minutes.

Membership App

Can I track my visits on the app?

Yes, go to “MY ACCOUNT”, then “CHECK IN HISTORY”.

How do I change my username and password to log into the app?

Go to ffc.com/account and select “Need an online member account or forgot your password?”

Can I use FFC BUCKS on the app?

No, however, you can use FFC Bucks at ffc.com/bucks. Log in with the same username and password as you use for the app. You can also use FFC Bucks on our website at ffc.com/shop.

How do I make a payment with the app?

1) Log into the app.
2) Click “MY ACCOUNT”.
3) Select “MAKE A PAYMENT”.
4) Type in the amount you wish to pay below the “BALANCE SUMMARY”.
5) Select “SUBMIT”.
6) Select which card you wish to use (the one on file or another card).
7) If you selected another card, you will be prompted to complete information on the screen, then select “PAY”.
8) If you selected “CARD ON FILE” you will be asked to confirm the card. Then select “PAY”.

Can I use the app to prepay my dues?

Yes, go to “MY ACCOUNT”, then “MAKE PAYMENT”. Type in the amount you wish to prepay and tap “SUBMIT”.

How can I make changes in the app so that I see the classes for the location I visit most?

To change the default location in the FFC app, tap “Find More Locations” in the bottom right corner of the “Locations” on the home page of the app.

Physical Therapy

Do you offer physical therapy?

Fitness Formula Clubs has partnered with NovaCare Rehabilitation to offer on-site physical therapy services within 9 of our clubs. NovaCare’s highly-trained clinical teams will design a specialized plan of care for you to maximize function and promote well-being in patients of all ages and abilities. FFC Gold Coast and FFC Old Town are the only locations that do not have NovaCare Rehabilitation.

Does NovaCare offer any complimentary injury screenings?

Yes, NovaCare understands the importance of an active lifestyle, which can be hindered by chronic pain or injury. Patients are encouraged to stop by any location within FFC for a complimentary injury screening.

Spa / Retail

How do I book spa appointments?

Spa services can be booked in club at the spa desk, in the FFC app under “BOOKINGS” or at ffc.com/spa.

What massage offerings are offered in the spa?

Spa details can be found at ffc.com/spa.

Do you have a to be a member to access the spa services?

You do not have to be a member. With any spa service, the client receives complimentary Kids’ Club access for up to two hours (only during Kids’ Club operating hours), access to 2 hours of free parking with ticket validation at the front desk, and access to the health club on the day of their appointment.

What are the ingredients used in the massage products?

  • Signature Organic Massage Balm: organic virgin coconut oil, palm oil and lavender.
  • Signature Organic Unscented Oil: organic sunflower, golden Jojoba and extra virgin olive oil.

Can I purchase retail items?

Yes, our shops carry various items such as headphones, goggles, shorts, socks, workout attire, athleisure wear and FFC logo wear.

What is the difference between a Vitality Massage and a Signature Massage? – Temporarily Unavailable

The Vitality Massage is a 90-minute massage that is a complete wellness experience. The massage treatment entails body exfoliation, a foot treatment, some hot stone massage and use of detoxifying oil.

The Signature Massage is a 75-minute customized massage treatment, incorporating various modalities, and a facial, scalp and neck massage for pain and stress relief.