FAQ — Fitnation

FAQ

HOW TO BECOME A FITNATION CUSTOMER?

WHICH CONTRACT WORKS FOR ME?

BASIC, OPTIMAL and PLUS contracts are subscriptions with a monthly charge for fitness. You will be charged monthly for the contract and additional services you choose. You can cancel your subscription at any time.

If you are only interested in gym activities, you will be eligible for a BASIC contract with a monthly fee of 14.999 tenge.

The rest of the additional services (group activities, sports water) you can add to your subscription in your personal account at any time for a fee.

The OPTIMAL contract for 21.999 tenge per month will be appropriate for you if you plan to attend the gym and group activities. You can add other additional services to your subscription at any time in your personal account.

The PLUS contract is suitable for those who are used to receiving maximum benefits. All services are included in the contract price for 23.999 tenge per month.

All contracts provide the multi-club service. It means that you can visit any of the FITNATION network clubs without restrictions.

The 3-DAY CONTRACT will be suitable for those who have already had a trial visit but are not ready to choose one of the main contracts, or for those who are in town by-pass but are not ready to give up fitness. This contract costs 5999 tenge and is valid for 3 consecutive days. It includes a gym and group activities.

Before signing the contract, read the current contract conditions and rules of the club! In case of violation of the rules, your contract may be terminated without the right to restore.

HOW TO BECOME A FITNATION CUSTOMER?

It is very easy to become a member of our club! You need to conclude a contract. It is also not hard to do – follow the instructions and perform these steps:

  1. Go to the FITNATION website or application.

In the section CONTRACTS select the club of interest. In the application, click JOIN. Then compare what is included in each contract in a table and choose the most suitable for you! Are you interested in additional services, such as group activities or sports water? Join them in the next step!

  1. Enter your personal data

Enter your name, surname, phone number and e-mail address, to which we will send you a password from your personal account and PIN code for registration! Do not worry, it is absolutely safe as we do not disclose your personal data.

  1. Pay for the contract by registering a payment card

Pay the contract by bank card. For this, make sure that the card has not expired and all the data have been entered correctly. In order to check the validity of the card, we will write off 1 tenge and automatically add it back.

  1. Register your fingerprint

The first time you come to the club, you need to register in the system. For this you will need a PIN code, which will be sent to your specified e-mail address after registration on the website. You can also find the PIN code in your personal account on the website or in the mobile application. On your computer at the reception press FIRST VISIT, enter your PIN and put your finger on the reader based on the screen command. When the sensor lights up green, it will mean that everything was successful!

Each time you enter, put your finger on the reader.

HOW TO MAKE AN APPOINTMENT FOR A TRIAL VISIT?
  1. Choose a club, date of visit and press FIRST VISIT on the website or in the application in the section CONTRACTS.
  2. Enter personal data

Enter your name, surname, phone number and e-mail address, to which we will send you a password from your personal account and PIN code for registration! Do not worry, it is absolutely safe as we do not disclose your personal data!

  1. Register your fingerprint

The first time you come to the club, you need to register in the system. For this you will need a PIN code, which will be sent to your specified e-mail address after registration on the website. You can also find the PIN code in your personal account on the website or in the mobile application. On your computer at the reception press FIRST VISIT, enter your PIN and put your finger on the reader based on the screen command. When the sensor lights up green, it will mean that everything was successful!

Each time you enter/exit, put your finger on the reader.

Make sure to get familiarized with the rules of the club and what to take to the club.

The first visit lasts 3 consecutive days, during which you can visit the club for free! Try to work out on different simulators or take part in group activities without time limits.

FROM WHAT AGE YOU CAN BECOME A FITNATION CUSTOMER?

Any person who has reached the age of 18 years can become a FITNATION customer.

WHAT IS THE DIFFERENCE BETWEEN A SUBSCRIPTION AND A CONTRACT?

The Subscription and the Contract are identical concepts. Fitnation Contracts imply a monthly subscription for fitness.

AMENDMENTS IN THE CONTRACT

FREEZING

According to the contract conditions, any customer of Fitnation fitness clubs can freeze their subscription for the period from ???? days up to 4 months. Please note: freezing costs 5999 tenge/month. The funds will be deducted from your card automatically after you use the contract freezing service.

How to do it?

Authorize on the website or in the mobile application. After you log in the system, select FREEZE in MY CONTRACTS section. In the mobile application, you will see the button in your personal account.

How does it work?

Freezing works from the day of payment of the next invoice. It means that if you clicked the button FREEZE today, but the date of payment of the invoice you have only in 2 weeks, the freeze will take effect only in 2 weeks! All unused days will be lost!

You can renew your contract there in your personal account at any time, your contract will be renewed on the same day.

From the moment the freezing period expires, the validity of your contract will resume automatically.

TERMINATION

Do not rush to terminate the contract! Please note that by terminating the contract, you lose the favorable conditions of the subscription! Here are a few solutions that may suit you.

Take advantage of the freezing! If you go on vacation, are ill or have other urgent plans, you can freeze the contract for up to 4 months! Freezing costs only 5999 tenge/month.

I WOULD LIKE TO ADD/DELETE A SERVICE

In your personal account, choose ADDITIONAL SERVICES section and select the services you want to add/delete.

You can also add a service in the mobile application.

If you have added a new service today, you can use it on the same day! Please add/delete services on the day of payment for the contract, so that the service does not have to pay for several times!

If you delete the service, it will be removed from the day you pay for the contract. You may continue using it up to this date!

CONSEQUENCES OF THE UNPAID CONTRACT

If a customer has a debt to a club, the customer will not be able to visit any of the FITNATION clubs until the debt has been paid off.

CLUB VISITS

 CLUB AND ADMINISTRATOR WORKING HOURS

FITNATION clubs are open 24 hours a day, 7 days a week without holidays and weekends.

Administrators’ working hours:

FIRST VISIT

Use the first visit absolutely free! What is required for this?

  1. Visit the FITNATION website or application.
  2. Go to the CONTRACTS section, select the club, date of visit and click FIRST VISIT.
  3. Enter personal data

Enter your name, surname, phone number and e-mail address, to which we will send you a password from your personal account and PIN code for registration! Do not worry, it is absolutely safe, as we do not disclose your personal data!

 

  1. Register your fingerprint

The first time you come to the club, you need to register in the system. For this you will need a PIN code, which will be sent to your specified e-mail address after registration on the website. You can also find the PIN code in your personal account on the website or in the mobile application. On your computer at the reception press FIRST VISIT, enter your PIN and put your finger on the reader based on the screen command. When the sensor lights up green, it will mean that everything was successful!

Each time you enter, put your finger on the reader.

 WHAT TO BRING WITH YOU WHEN VISITING THE CLUB?

Each time you visit the club, do not forget to take the following with you:

– Sports uniform (including second pair of shoes)

– Lock from the locker. You can buy it in the club, or bring yours.

– Towel, slippers and shower accessories.

The absence of additional options such as towels and locks on the drawers allows us to make the price of fitness revolutionary low. We rely on world-class quality equipment from the manufacturer Life Fitness and Less Mils group classes, allowing you to focus on your workout results.

I WAS NOT ABLE TO USE MY FIRST VISIT. WHAT TO DO?

You arranged a trial visit, but did not use it? Contact us via mobile application chat or come to the administrator and we will change the date of your trial visit!

 CAN I TAKE MY CHILDREN TO THE CLUB?

According to the rules of the club, visiting Fitnation is available only to persons who have reached the age of 18. If you do not follow the rules, your contract may be terminated without a right of restoration.

I CAN NOT ENTER THE CLUB

Here are a few reasons and solution options:

  1. This is your first visit.

If this is your first time in the club, just register your fingerprint again! For this you will need the PIN code that we sent you at the time of registration. Please check your email or look in your personal account on the website or in the mobile application.

On the computer at the reception, click FIRST VISIT and enter the PIN code.

  1. Subscription is not paid.

If you are not sure whether the contract is paid or not, check it in your personal account or by attaching your finger to the reader near your computer! For this, click the button HELP on the computer and attach your finger to the signal. The screen will show the reason why you cannot get into the club. If the contract is not paid, please enter your personal account and click PAY. After payment you will be able to enter the club immediately!

  1. You have the wrong fingerprint that you registered on your first visit.

You haven’t been to the club for a long time and you forgot which fingerprint you registered? It happens. Try to remember and apply the other finger!

  1. The reader does not react.

You have noticed that the reader of the fingerprint hangs, the light bulb does not flash and does not recognize the finger. Swipe your hand along the sensor itself with a light movement (flashing light). Do not hit the device under any circumstances! After the blue light flashes, apply your finger again.

If you still cannot enter the club, please come to the hall during the administrator’s working hours to solve the situation!

CLUB ACCESS AND FINGERPRINT

В нашем клубе все максимально автоматизировано, поэтому вход в клуб осуществляется при помощи отпечатка пальца! При первом посещении вы регистрируете отпечаток в системе и в дальнейшем используете его как ключ к клубу и для того, чтобы воспользоваться аппаратом со спортивной водой!

Не волнуйтесь, это безопасно! Мы не храним у себя ваши биометрические данные и отпечатки, ведь считыватель распознает всего 8 уникальных точек на вашем пальце, что не является биометрией.

PAYMENT

I PAID THE CONTRACT TWICE BY MISTAKE. WHAT TO DO?

If you paid for something that you did not use, please contact us by any convenient way (chat in the application, feedback form on the website, e-mail) and we will try to help you!

HOW TO CHANGE THE PAYMENT CARD?

In order to change a payment card, go to your personal account and update your payment card data in the corresponding section. When changing the card, make sure on the following:

– online payments are allowed. When you change your card, we will remove 1 tenge from you and automatically charge it back at the same time. This will be done in order to verify the authenticity of the card.

– there are enough funds on the card.

IS IT SAFE TO ENTER MY DATA?

Absolutely! We will only charge you the monthly fees provided for your subscription. We do not keep customer’s payment card data.

PAYMENT IN CASH

You can pay for services only on the website or in a mobile application using a payment card.

SERVICES

GROUP CLASSES
  1. Why do I have to register for group classes?

Each zone has a limited number of space, so it is worthwhile to register to attend the chosen activity, otherwise there may not be enough space and you will miss the training!

  1. How do I register for a group classes?
  2. Go to the FITNATION website or mobile application.
  3. In the SCHEDULE section, select the training you like and click on I’LL JOIN.
  4. Where can you see all your registrations (reservations)?

You can see all your reservations in your personal account in the SCHEDULE section, or on the main page of the mobile application.

IMPORTANT: Reservation for a training opens a week before it begins! You can reserve a maximum of 3 activities per day and 5 activities per week.

 

  1. What is a waiting list?

If there are no free spaces in the activity, you get to the waiting list. In case someone cancels their reservation, you get in the queue to his/her place!

  1. How do I know that you are no longer on the waiting list and can come to the training?

We will send you an alert in the mobile application.

  1. Why should I cancel my reservation?

So that others will be able to attend it instead of you!

  1. Possible difficulties with registering for a group classes

If you have problems making a reservation through the website, change your browser and try again.

The probable reason for the difficulties may be the fact that the registration has not yet begun. You can register for a training activity 7 days before it begins.

In addition, in case you missed the training twice within 10 days, the opportunity to attend group activities is blocked for 2 weeks. You can still attend activities by reserving a place, but not earlier than 60 minutes before the start of training and subject to availability.

MULTICLUB

All proposed contracts provide a multi-club service. This means that if you have our subscription, you can visit any of the FITNATION network clubs in any city where we are represented, without restrictions.

SPORTS WATER

Our clubs have Shaker sports water machine. It restores body balance and maximizes the benefits of your workouts. It is free of sugar and dyes, and has vitamins B1, B3, B5, B6 and B8 that are healthy for the body.

Add the service in your personal account on the website or in the mobile application. The cost of the service is only 2 999 tenge per month. Or choose PLUS contract, which includes unlimited access to sports water.

I WAS A CUSTOMER OF FITNATION BEFORE THE RECONSTRUCTION. I HAVE A QUESTION.

HOW DO I RENEW MY CONTRACT?

You need to register at fitnation.kz to access the club as if you were visiting it for the first time. At the club, go to the administrator, give her your old contract number. The administrator will reschedule all your months under your old contract, and will add 3 months from the club to your remaining period for free!