• COVID-19 ALERT LEVEL 1 FAQs

    As at 8 June 2020

     

    About COVID-19

    What is the current COVID-19 Alert Level?

    Good news! The Prime Minister has announced that the country will shift to Alert Level 1 at 11:59pm, Monday 8 June.

    Where do I get the latest info about COVID-19 (novel coronavirus)?

    www.covid19.govt.nz is still the first place you should go for official information. Here you’ll find detail on the disease itself, how to protect yourself, the Alert System, latest Government updates, information for communities and other resources.

    What are the symptoms of COVID-19?

    The Ministry of Heath lists symptoms of COVID-19 as one or more of the following:

    • a cough
    • a high temperature (at least 38°C)
    • shortness of breath
    • sore throat
    • sneezing and runny nose 
    • temporary loss of smell 

    These symptoms do not necessarily mean you have COVID-19. The symptoms are similar to other illnesses that are much more common, such as cold and flu.

    What do I do if I think I’m getting sick?

    The same rules apply at Level 1 as they have since March. If you feel ill at any stage, you should stay away from the gym and self-isolate. Follow the health advice at www.covid19.govt.nz and ring the National Telehealth service on 0800 358 5453.

    Your Safety is #1

    Now that we’re going to Level 1, what hygiene etiquette does everyone have to follow?

    Going to Level 1 is fantastic news but it doesn’t mean we give up responsibility for personal hygiene. We all still have to wash / sanitise our hands, cover coughs and sneezes, and bring your own towel and use it.

    Will there still be sanitising stations available?

    Absolutely, these will still be throughout the club and at Reception. The Ministry of Health also recommends you wash your hands with soap and water often (for at least 20 seconds).

    What about physical distancing? 

    Although there are no physical distancing limits at Alert Level 1, let’s give each other some personal space and not crowd fellow members and staff.

    What about gathering limits?

    There are no gathering limits at Alert Level 1.

    Do I need to wear a mask?

    That’s completely up to you - you can if you’d like to.

    Will you continue doing extra cleaning?

    Yes, you’ll still see cleaning taking place during the day and at night we’ll continue with our deep cleans throughout the club. We will also ask that you wipe down equipment before and after use to help us keep equipment clean.

    Will the water fountains be back on at Level 1?

    Yes, they will and feel free to bring a full drink bottle anyway.

    How will you do contact tracing?

    We will use your check-in access (smartphone barcode, membership card, key pad entry) as well as bookable classes to trace when you have entered the club. We will know all members who have accessed a club or a bookable class between cleaning periods or on certain days and be able to trace should it be required by the Ministry of Health.

    Can I also use the Government’s COVID-19 contract tracing app?

    Of course. You’ll be able to scan a QR code at Reception if you’d like to diarise your visit.

    I’ve recovered from COVID-19 – can I came back to the gym?

    If you’ve been off sick we will require medical clearance for you. You can then return to the gym as long as you follow all COVID-19 processes and protocols including personal hygiene expectations.

    Coming Back to the Gym

    Even at Level 1, do I need to do anything before I first come back to the club?

    Yes. Before you come back to the club you need to read these new Conditions of Entry and four COVID-19 Health Questions below. After that, by accessing the club each time you will be accepting the Conditions of Entry.

    What are the Conditions of Entry and COVID-19 Health Questions I need to answer to come back to the gym?

    The Conditions of Entry are:

    • Stay home if unwell
    • Wash or sanitise hands before entering the club and when moving through different areas
    • Scan your membership barcode (app or card) every time you enter club
    • Bring and use a sweat towel every time you work out
    • Wipe down equipment before and after use

    COVID-19 Health Questions:

    1. You do not have any symptoms associated with COVID-19 (e.g. fever, cough, sore throat, shortness of breath, sneezing/runny nose or loss of sense of smell)
    2. You do not have COVID-19 nor are you awaiting the results from being tested for COVID-19
    3. You have not been in contact with any known or suspected cases of COVID-19 in the past 14 days
    4. You have not returned, or been in contact with anyone else who has returned, from overseas in the past 14 days

    When you scan your app, membership card, or use key pad entry when coming into the club, you’ll be confirming your agreement to these Conditions of Entry and COVID-19 Health Questions. You’ll also be confirming that you will abide by all Health & Safety procedures and protocols.

    What will I need to bring to the gym?

    Please bring your towel.

    What about Changing Rooms?

    Our changing rooms will be open and operating as per normal, as will saunas. Please respect the space of your fellow gym-goers.

    Do I still need to bring a towel?

    Yes. No towel = no workout. This will be strictly policed and you will be asked to leave if you have not brought your towel with you.

    Can I still bring friends as a Member Privilege?

    Yes, you can. As a guest they will need to sign our contact tracing register and agree to our Conditions of Entry and answer the four COVID-19 Health questions.  

    Classes and Gym Floor

    Are there class number limits anymore?

    No, there are no class number limits at Alert Level 1.

    Will there be Gym Floor limits?

    No, the physical distancing limits no longer apply at Alert Level 1.

    Will timetables at Level 1 be the same as they are in Level 2?

    Now that we’re at Level 1 there may be some slight changes to the timetable; please check the latest on the Les Mills app or lesmills.co.nz

    Have there been changes in hours at Level 1? 

    Yes, some of our clubs have now reverted to Winter Hours (closing earlier) and others are still adjusting to meet demand again. Please check the latest hours on the Les Mills app under Contact Us or check here.  

    Will you be providing stretching mats, swiss balls and rollers?

    Yes, these will still be available – please clean them before and after use to keep everyone safe.

    Will you be providing boxing gloves?

    No. To minimise sharing of equipment we will not be providing boxing gloves. Please bring your own.

    Your Membership

    When do my membership payments restart from?

    When the club re-opened on 15 May, memberships were automatically restarted. The exception to restarting your membership from 15 May was if you were on a general Pause before the lockdown or elected to go on general Pause after we reopened.

    Your first payment would have occurred on your usual payment cycle (e.g. 1st of the month) but the amount may have been different (see below).

    Why was my first membership payment after the gym re-opened more than my usual amount?

    Your first payment would have occurred on your usual payment cycle (e.g. 1st of the month) but the amount may have differed.

     

    This is how your first payment back is calculated:

    1. The first thing we do is credit any ‘future’ membership time you had previously paid for prior to lockdown (“credit”)
    2. Then, we apply an amount to cover the period from 15 May re-opening through to your usual payment cycle e.g. 1st of June (“part payment”)
    3. Then your regular payment amount in advance, as per usual (“regular fee”)

     

    A quick way to figure it out is: Regular fee plus Part payment less Credit (3 + 2 - 1).

    After your first membership payment you will be back to usual.

    Did the special COVID-19 Pause affect my membership?

    The quick answer is, no it didn’t. The special COVID-19 Pause did not affect your general Pause entitlements. Also, if you are within your Minimum Period on your membership agreement, the end date of your Minimum Period has not been extended by the special COVID-19 Pause period.

    I had paid for time in advance before the gym shut down. Will that time ‘carry over’?

    Yes, that is exactly how it will work. For example, let’s say you pay monthly and had paid 5 days before lock-down. The remaining ‘month period’ will be credited to your membership when you restart and your first payment (please see above)

    I was on Pause before everyone went on the COVID-19 Pause. Will I still be on Pause?

    Yes, you will remain on your general Pause as per previously arranged prior to lockdown. Your Pause will continue for the total period you Paused for – excluding the special COVID-19 Pause period.

    What if I don’t want to re-start my membership just yet?

    If for some reason you can’t come back to the club and you still have a general Pause entitlement, you can log-in to the Member Portal at www.lesmills.co.nz to put your membership on to general Pause. Here’s how to Pause using the Member Portal https://www.lesmills.co.nz/level-2/how-to-pause

    I’ve e-mailed Member Services but have yet to hear back. What can I do? 

    We’re sorry we haven’t got back to you yet – the truth is our team are pretty smashed at the moment with the increase in queries about everything due to COVID-19. We’ve increased the size of our team and aim to get back to you within 7 working days. Please bear with us! 

    If you have submitted a notice to terminate your membership with us – and we hope you haven’t - any payments that you have been charged beyond the notice period (which usually is a week) of your membership agreement will be refunded to you when your membership account is finalised.  

    Will I still get to finish my free Les Mills on Demand trial?

    Definitely. There is nothing stopping you from enjoying the rest of your free 60-day Les Mills on Demand trial if you took it up during the shutdown. As a Les Mills member you can continue at the discounted rate of $9.95 per month once your trial has ended. *Please note that if you do not want to continue with Les Mills on Demand beyond your free trial, you will need to cancel your On Demand subscription before the end of the free trial period.

    How do I cancel my Les Mills on Demand subscription?

    You will need to login first to Les Mills on Demand https://watch.lesmillsondemand.com/login to access My Account. Select ‘My subscriptions’ in the drop down under ‘My Account’ at the top of the page. Then click ‘View’ next to your subscription type. If your subscription is tied to your club membership, you will need to request cancellation via your facility to ensure they also your billing agreement.

    Will Les Mills at Home still be happening?

    Yes, but in a different form. We’re still working out what a new version of Les Mills at Home will look like and what will be included in it.

    I’m not a member – can I trial the club?

    Yes, you can, and we’ll be happy to welcome you.