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:
- The first thing we do is credit any ‘future’ membership time you had previously paid for prior to lockdown (“credit”)
- 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”)
- 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.
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.