FREQUENTLY ASKED QUESTIONS
What safety standards are you implementing?
Please review the safety standards Gold's Gym SoCal has implemented at top of page.
Do I have to wear a mask?
The state of California requires that all members MUST wear a mask upon entry and exit of our gyms. It is recommended that members wear a mask while working out. We request that all members follow current county guidelines regarding masks. At this time, all Team Members are required to wear masks while inside the gym.
What amenities are unavailable when you re-open?
Kids' Club, towel service, jacuzzi and steam/sauna rooms will be temporarily unavailable. Please contact your local gym for more information or email retentionteam@goldsgymsocal.com.
When will Kid's Club re-open?
We are awaiting clearance from the county and will advise members as soon as possible. We look forward to opening Kids' Club as soon as possible.
Why don’t I have towels anymore? Are my monthly dues lowered? Can I buy a towel?
Towel service will be temporarily unavailable until further notice. Monthly dues will not be lowered, but you can downgrade to another plan by contacting retentionteam@goldsgymsocal.com. Members can choose to purchase a new hand towel for $1 or a new bath towel for $1.50.Members should take those towels with them when they leave the club, or adequately dispose of them.
Was my billing stopped? When will I be billed again?
Yes. Billing was immediately stopped for all members upon our closure in March 2020. Upon reopening in June 2020, all member billing will start again on the next-scheduled date according to your membership agreement unless you request to freeze your membership for an additional month. If you have any questions regarding billing, please contact retentionteam@goldsgymsocal.com and provide your membership ID.
Am I getting credit for the second part of March 2020 when you were closed?
Fortunately, we are reopening either on the same day of the month we closed and stopped billing, or within a day for some locations. So, there will be no adjustment necessary. For example, if your billing date is on the first of the month, you last paid on March 1st. If we closed your gym on March 16th and stopped billing on that date, we owe you for the rest of the month. Since we will not bill you again until July 1st, you have received the benefit of visiting the gym for the rest of June, or the rest of the month you have already paid for. You will be billed for the exact amount on your membership agreement and there will be no need to prorate for any charges or credits on your next billing date. If you have further questions, please email us at retentionteam@goldsgymsocal.com.
My AFF (Annual Facility Fee) was due while you were closed. Will I get billed?
Yes. If your AFF was due during closure, you will be billed 30 days after we re-open our gyms.
If my membership was set to end during the closure period, will I receive the additional time?
Yes. If you prepaid for a multi-month membership, we will extend your expiration date by the number of days you missed during our period of closure. If your membership is paid monthly, and your term expired during our period of closure, we will honor that original expiration date should you choose to cancel.
Will I be billed for late fees from March 2020?
All late fees from March 2020 will be waived. All late fees will also be waived for 30 days after we re-open.
Can I still stop or freeze my membership?
Yes. All memberships were automatically frozen at no cost upon closure of our gyms. You may request that your membership remain frozen by contacting retentionteam@goldsgymsocal.com for more information and instructions.
Can I get credit for my paid-in-full membership that I did not get to use since the gyms were closed?
Yes, this time will be extended to your membership.
Can I still bring my VIP with me? Can I bring a guest?
Yes, you can bring in one guest per visit; we ask you please follow physical distancing guidelines.
How do I cancel my membership? Can I cancel my Personal Training package?
For more information, please email retentionteam@goldsgymsocal.com.
Are GGX (Group excercise classes) & small group classes still happening? How many people can take a class?
Yes, GGX (group exercise classes) and small group classes will still be offered to members. The number of people allowed in each class will depend on the size of the room. We are strictly following the 6-foot physical distancing protocol or county mandated guidelines so members remain safe.
Do I have a time limit in the gym?
No. At this time, we are not implementing any time limits at our gym locations.
Will you have a reservation system to access the gyms?
At this time, we do not require a reservation to access the gym. Please refer to our hours of operation and come in for your workout as you wish.
