Victorian Reopening – Frequently Asked Questions

In accordance with the initial phase of re-opening gyms announced by the Victorian Government, our Victorian clubs will reopen on November 9 from 11am. The health and safety of our members and staff remains our top priority. We will continue to maintain strict social distancing, our increased cleaning regime, and ensure education programs are completed across our network as well as offering hand sanitiser and sanitation wipes for all members and staff. These measures are to ensure we are maintaining a safe environment for all people in our clubs and include:

  • Social distancing to ensure a minimum of 1.5 metres between each individual whilst exercising

  • Members bring a towel and own water bottle (no towel = no train)

  • Face Masks are to be worn at all times that you are not exercising. For additional information on the mandatory wearing of masks. Guidance from the DHHS here.

  • Temperature Checks will be conducted with all staff and members upon entry of the club

  • COVID Marshals in all clubs will ensure COVID protocols are followed

  • Assist health authorities with contact tracing if required – please ensure you scan in for each and every visit

  • Increased cleaning and sanitation, including sanitation wipes

  • Mandatory personal towels and water bottles to be used by all members

  • No cash transactions

 

We have ensured our team members have undertaken Australian Government training modules on COVID-19 and increased our educational signage in our clubs to ensure our whole community understands these protection measures.

For more information on COVID-19 please visit Australian Government Department of Health or contact the National Health Information line on 1800 020 080.

 

FREQUENTLY ASKED QUESTIONS 

How is Zap Fitness protecting members and staff? 

At Zap Fitness, the safety of our members and staff is our number one priority. We have put an extensive range of protective measures in place (as listed above). These include (but are not limited to); hygiene stations placed in every area of the club, a strict “no towel, no train policy”, increased cleaning specifications, closure of non-essential areas and adhering to social distancing guidelines. Further protective measures include but not limited to:

  • Members bring a towel and own water bottle (no towel = no train)

  • Face Masks are to be worn at all times that you are not exercising. For additional information on the mandatory wearing of masks. Guidance from the DHHS here.

  • Temperature Checks will be conducted with all staff and members upon entry of the club

  • COVID Marshals in all clubs will ensure COVID protocols are followed

  • Thorough cleaning of all equipment by staff

  • No shared equipment unless disinfected between uses

  • No cash transactions

  • Installation of hand sanitising units

  • Equipment set 1.5m apart (in some instances this has meant the decommission of some equipment)

In addition, staff will be issued with masks, disposable gloves and extensive cleaning kits ready for use.

What areas of the gym are still closed?

At this stage; non-essential areas of change rooms including, but not limited to; showers, lockers, water fountains,will not be available. Please ensure you only bring what can be carried securely in pockets/bumbag, as lockers and storage areas will not be available. Toilets will still be available.

What restrictions have been advised by the Government?

Following the latest State Government COVID-Safety advice we are returning closer to normal starting November 23, restrictions will be further eased to allow the following in our VIC Clubs:

– Bookings are no longer required and there is no longer a session time limit
– 100 people in the gym at a time
– 24/7 access is not available, but we are extending staffed hours

Is 24/7 access available?

We are still waiting on further clarification as to whether we can be 24/7 but regardless we’ve got you covered as our gyms will be staffed from:

Monday – Thursday – 6am-9pm

Friday and Saturday – 7am-3pm

Sunday – Closed

Will Personal Training be available?

Yes, Personal Trainers will be back in our clubs as soon as they reopen. If you’ve got an existing relationship with a Personal Trainer, please contact them directly. If you’re looking to engage with a Personal Trainer for the first time, please see our team during staffed hours or email [email protected]

What are the staffed hours?

Please visit our website for your local clubs staffed hours.

What now happens with my membership?

Given these recent changes, Membership billing will recommence at your standard membership rate from Monday 23rd November.

If you are currently on a time freeze and with the above mentioned adjustments to the operational protocol, your membership will become active for use on Monday 23rd November and will resume full billing on Monday 30th November. If for whatever reason this is unsuitable please contact [email protected].

When will I be charged next?

Your normal billing cycle will re-activate as of November 16. Note: all members will not be charged for any period of time during the closure. The following only applies to members who owed payments prior to the closure: as a gesture of goodwill we will not attempt to take any outstanding overdue amounts for the first 2 weeks of operation, however we kindly ask for you to resolve this matter with our Customer Service Team ([email protected] or 1300 ZAP FIT) prior to November 30th.

Will members who have paid upfront be offered any reimbursement?

Paid in full or upfront memberships will have their membership end date extended by the same length of time that we were closed.

Will I still get access to your at Home content, and for how long?

During the Government imposed shutdown we provided free Facebook Live home workouts to keep you mentally and physically fit whilst at home. We’ll be continuing to deliver these sessions based on demand.

Will you have options in place for people who cannot afford to return right now, but may want to retain their memberships?

We value every member and understand that everyone’s circumstances are different, especially in what has been such a difficult time. Please reach out to our Customer Service Team ([email protected] or 1300 ZAP FIT) so we can help you stay active.

Reducing Risk of Coronavirus (COVID-19)

The World Health Organisation (WHO) recommends hygiene and other measures to reduce the general risk of infections by:

  • Frequently cleaning hands by using alcohol-based hand rub or soap and water

  • When coughing and sneezing cover mouth or nose with flexed elbow or tissue – throw tissue away immediately and wash hands

  • Avoiding close contact with anyone who has a fever or cough

  • If you have a fever, cough and difficulty breathing seek medical care early and share previous travel history with your healthcare provider.

This situation is evolving and we ask members to continue to check the below websites for the latests updates and guidance:

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