GoodLife FAQ

Frequently Asked Questions

Novel Coronavirus (COVID-19)

What is GoodLife doing to mitigate the risk of COVID-19 transmission in its Clubs?
GoodLife has embarked on an unprecedented effort to ensure our Clubs are as safe as possible for all our Members and Associates. Reopening GoodLife's Clubs is a complex undertaking that must be handled with the utmost care. As such, we have consulted a variety of experts in infection prevention and control and sanitization to ensure the reopening of every Club aligns with or exceeds the recommendations and standards put forth by all levels of government. Our plan is focused on three main areas: ensuring physical distancing, reducing capacity levels in our Clubs, and enhanced cleaning and sanitization practices.

We have brought all three of these important considerations together to create The GoodLife Standard, which will guide the reopening of our Clubs across the country to ensure the health and safety of all our Members and Associates.

Our new health and safety standards will be updated regularly. It is important to recognize that public health information and provincial orders can change quickly. We will be doing everything we can to update our Standards and website as quickly as possible in response to these changes.

We're in this together, and we need to work together to keep everyone healthy and safe. By taking care of those around us, we are also taking care of our community, and ultimately our country. We look forward to welcoming you back.
Do I have to wear a mask at GoodLife?
Responding to the varied masking mandates and restrictions in Public Health regions across the country, GoodLife introduced a colour-coded masking system. GoodLife’s mask level system has four colour-coded levels, ranging from Green to Red. At level Green, masks are not required in GoodLife Clubs; at level Red, masks must be worn at all times, in all areas of the Club.

Our goal by implementing this system is to clarify mask usage standards for Members at each Club. Please note that your Club’s masking level may change at any given time as per regional Public Health guidelines and/or GoodLife decisions. To find the individual requirements for your Club, please refer to the chart under Club & Mask Status.
Showers
Showers are currently available at some Clubs. We highly recommend that you continue to shower at home if possible.

Please Find Your Club to determine whether showers are available at your Club.

Towel service will remain closed in all Clubs until further notice.
Water Fountains
Members are encouraged to bring a pre-filled water bottle for their workout. Water fountains will be equipped with bottle fillers, but Members are not permitted to drink directly from the water fountains.
Foam Rollers, Bands and Mats
Foam rollers, bands and mats are available to Members at this time. These items must be cleaned before and after each use. Members are encouraged to bring their own small equipment, where possible, to decrease the number of items being handled in the Club.
Fans
Floor fans and mounted fans will remain OFF at this time to prevent any unnecessary air movement. Ceiling fans will remain ON to provide air flow necessary for proper ventilation
Front Desk
Only one Associate will be behind the Front Desk at a time and is only able to assist one Member at a time while other Members wait in the designated areas.* We ask for your patience as our Associates try to assist with any questions you may have as promptly and safely as they can.

*In some Clubs, where space allows for safe physical distancing while assisting Members, up to two associates may be allowed behind the front desk at the same time.
I have prepaid for my membership in full, how do I receive an extension for my membership?
All paid-in-full Members will have the expiry date of their Membership extended by the same number of days that their Club is closed. This will happen automatically and does not require further action from the Member.
I am uncertain about all of these changes and the impact they will have on my gym experience. Will you be lessening any of these measures soon?
We are dealing with unprecedented circumstances and are doing everything we can to provide our Members with the best experience possible, while continuing to meet or exceed all government guidelines related to safety.

These changes are temporary and we do hope we will be able to resume our regular operations soon; however, we will only do so once it is safe, following the guidelines and recommendations from government and public health officials.
With some amenities closed or restricted, will you be reducing Membership fees?
We are not reducing Membership fees, but we will not be charging for any amenity add-ons at this time. All limitations to our amenities and services are required to ensure we are offering a safe Club environment and complying with government regulations.

In order to add value for our Members while some options are unavailable, we have been working hard behind the scenes to provide more online options to support you as you work on your health and fitness goals from outside our Clubs. This includes continuing to offer live, online workout and mental wellness classes every week, as well as daily workouts and content on our social media channels.

If you are not comfortable paying Membership fees while amenities and services are reduced, we are offering Membership freezes for free. Please contact our Member Experience team if you would like to learn more.
Despite all the safety measures you have put in place, I still don’t feel ready to come into my Club when it opens. What are my options?
People join GoodLife because they want to be and feel healthy, happy and strong – physically and mentally. In pursuit of the good life, they often find a sense of community that keeps them coming back and a convenience that is second to none in Canada.

Even with our robust investments in safety, we recognize that these are unique and challenging times and that everyone’s personal situations are different. You trust us with your health and fitness goals and, if you aren’t ready to come back to our Clubs just yet, we understand. That is why we are offering a no-fee temporary Membership freeze to any Member who requests it.

We highly recommend trying out this new Club experience before you freeze your Membership. We think you’ll be pleasantly surprised! But if you’re just not ready, that’s ok too.

To activate a no-fee freeze, visit our Member Portal, click "My Account" and then "Profile."
Why do I have to book my workout?
With online booking, we’re finding a balance between providing Members with the best experience possible while continuing to meet or exceed all government guidelines related to safety. A preset capacity for each Club helps facilitate physical distancing, while booking your workout helps guarantee your time in the gym.

To create our booking system, we closely reviewed past check-in volumes, Club square footage and government regulations. We have put in a significant amount of time, research and consideration into this system, and we are confident that it will help provide a positive experience for our Members and give as many people as possible the chance to achieve their health and fitness goals. We will continue to monitor the system and your feedback and update our procedures where needed on a Club-by-Club basis.
Lockers
If allowed by provincial guidelines, lockers will be available. In order to ensure physical distancing and cleanliness, locker capacity has been reduced, with select lockers secured so they cannot be used. Used lockers will be cleaned after each use to ensure it is safe for the next Member. Members will be asked to leave their locker open at the end of their workout. If the locker is closed, it is clean and is safe to be used by the next Member. This may vary between provinces based on provincial regulations.
Hairdryers and Curling Irons
Hairdryers and curling irons are not available. Due to health and safety concerns, Members are not permitted to bring their own.
Clubs in my region are temporarily closed due to government restrictions, can I visit GoodLife Clubs in other regions?
While Clubs are closed in your region due to government restrictions, we ask that you do not visit Clubs in regions outside of your own. There may be rare exceptions to these guidelines, such as if a Member’s home club, as listed on their GoodLife account, is affected by the temporary closure, but they live in a surrounding region where gyms remain open and they can provide proof of residence in that region.

It is important to note that all Members – no matter where they live – must follow the health screening on the GoodLife App or the on-door signage and verify that they are symptom-free, have not travelled in the last 14 days, and have not come into close contact with anyone who has contracted COVID-19 in the past 14 days.
Why are some Group Fitness classes available while others remain off the schedule?
Group Fitness class offerings have been modified according to government restrictions and to make sure we are running classes that can achieve our desired level of safety, while striving for the great experience our Members have come to expect.

The programs offered right now will allow us to promote physical distancing and take into account the exertion level of participants in order to reduce exposure to other Members and Instructors in the studio. Programs have been selected after a careful review of fitness industry practices given the current circumstances.

Other programs will be considered as we progress towards normal operations.
How will GoodLife determine when it is safe to re-open any closed amenities/service?
We are closely monitoring all local, provincial and federal health guidelines. We will only reopen closed amenities and services when it is safe to do so based on these guidelines and following the recommendations of public health officials.

Policies, Rules and Etiquette

Membership Privileges
We may terminate your Membership (if applicable) and may refuse you entry into a Club or eject you from a Club if you commit a serious or repeated breach of these Rules or your Membership contract (if applicable) or if you engage in any other serious misconduct.
In-Club and Online Behaviour
GoodLife is committed to providing a safe and positive environment for all Associates, Members, and guests in our Clubs and in our online communities. We expect all who enter our Clubs or engage with our social media channels to be respectful in their language, manner, and tone in all interactions. We will not tolerate bullying, discrimination, intimidation or violence, or any behaviour that creates an unsafe or hostile environment.

Members who fail to live up to these expectations in our Clubs will be subject to disciplinary action, including up to a lifetime ban from all GoodLife locations.

Members exhibiting harmful behaviour on our social media channels may have their comments deleted, be blocked from engaging with our channels and/or be subject to the same disciplinary action as someone in our physical locations.
Do you have AED units?
All of our Clubs are equipped with AED’s for use in emergency situations and our Associates are trained to use them.
Are your staff trained in CPR and First Aid?
Our staff are certified in CPR and the use of Automated External Defibrillators.
Where can I use my cell phone?
Cell phone use is not permitted in the change rooms, washrooms, saunas, pool areas, while using equipment, in the JUMP! Facilities or in the Group Fitness studio while a Class is in session, in any GoodLife Fitness Club. This is in place to protect the privacy and safety of everyone who is in the Club and to ensure courtesy around other Associates and Members.
I would like to take photos and/or videos in the Club, what are the rules?
We want to ensure GoodLife Clubs are a place of privacy and safety for all Members, Guests, and Associates. We understand that social sharing is very common, and we love to see our Members and Associates sharing their successes, but we want to do so in a way that doesn’t impact the experience of others.

Please keep the following in mind while capturing photo or video in our Clubs:

· Photos, videos, and video streaming ARE permitted in public areas of the Club.

· Photos, videos, and video streaming are NOT permitted in the Change Rooms, Saunas, Showers, Whirlpools/Spas, Pools, JUMP! Area, Tanning Rooms, or Private Offices at any time.

· It is very important that no Members, Guests or Associates are captured in photos or videos without their verbal permission.

If you are interested in capturing photos or videos for professional purposes, or if you have a media request, please contact the GoodLife Media Relations team at mediarelations@goodlifefitness.com.
How old do I have to be to work out at GoodLife?
The minimum age to join GoodLife is 12 years old -- however we do require a parent or guardian signature for anyone under the age of majority. In addition, all Members under the age 18 are required to have a series of orientations in order to help familiarize and get comfortable in the club.

Club Access

Why do online booking schedules vary from Club to Club?
Our Clubs are currently operating with a variety of access models that have been designed to meet changing public health restrictions and the needs of our Members in various provinces, regions and cities.

Some Clubs currently require bookings all day, and others do not require online bookings for any time slots throughout the day. In many Clubs, we have moved to a hybrid model that requires online bookings only during prime times; in these Clubs, all other workout times are open and do not require online bookings. We have introduced this model because we want to be able to guarantee spots during prime times to avoid long line-ups. Primetime booking spots are limited to 60 minutes. For open workouts, we recommend a maximum of 90 minutes to ensure we can continue to serve other Members.

Our capacity restrictions will remain the same for the time being. Reducing the number of booking blocks will allow Members to gradually flow in and out of the Club, reducing the groups of Members moving at the same time, or those moving at the end of a workout block to specific areas in the Club to finish a workout. During prime times, we will still take walk-ins, provided capacity allows for it. The website will have each Club’s specific weekday and weekend schedule.
Will Club Access Models change in the future?
Each of our Clubs is unique, and a tailored approach to the access model allows us to operate responsibly while continuing to provide an expanded and exceptional experience for each of our Members. We will continue to monitor each Club’s assigned Club Access Model and make changes as needed.
What amenities are available at my club?
We are constantly monitoring the opportunities to add new amenities. Please find your club to see which amenities are currently available

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