GYM
1. What are the club opening hours?
Weekdays: 6.30 AM – 10.00 PM
Weekends & Public Holidays: 8.00 AM – 8.00 PM
*Some clubs opening hours may differ. Kindly check for your respective club here https://www.fitnessfirst.com/my/en/clubs.
2. What's the difference between a Platinum club and other clubs?
Platinum clubs offer additional facilities and benefits such as upgraded members’ lounge areas and complimentary visits up to 30 times every calendar year to other Fitness First locations across Southeast Asia:
- Fitness First Malaysia
- Fitness First Singapore
- Fitness First Philippines
- Fitness First Indonesia
- Fitness First Thailand
3. Can I bring a guest to the club?
Yes, you can bring a guest for a complimentary one-time visit. All guests are required to register at the reception.
4. When's the quietest time to visit the club?
On weekdays, visit just after lunch or in the afternoon for a quieter experience.
5. Can my children wait for me in the members' lounge while I work out?
No, for safety reasons, children are not allowed in the club as our facilities are not child-proof.
1. Which club has a swimming pool?
Currently, only the Empire Subang club in Subang Jaya has a swimming pool.
2. Do I need to bring my own towel?
1 big towel is provided every time you visit the club. All guests (non-members) are required to bring their own towel, otherwise, you may rent one for a small fee.
3. How do I use the lockers?
Your membership card grants locker access. For selected clubs with the SmartCard locker system, you'll be able to exchange your membership card for a SmartCard to lock and unlock your locker.
Note: Lockers are for use during your workout only and automatically open at closing time. While care is taken to ensure the security of our lockers, we can't accept responsibility for items lost or damaged through theft or misplacement. For further assistance, please speak to our reception team in the club.
4. Are there any social events for members?
Yes, there are fitness challenges, special themed classes, and club events. Check the member notices around the club for details.
1. What happens if I lose something in the changing rooms?
Inform reception as soon as possible. Be aware that your belongings are your responsibility.
2. What if I lose my membership card?
Inform reception, and they will issue you a new card for a replacement fee.
1. What should I do if the fire alarm sounds?
Don't panic. Our fully trained staff will guide you to safety. If the alarm stops quickly, it may be a false alarm or a test.
2. Are the team trained in first aid?
Yes, several first-aiders are always on duty. First aid kits are also located at reception.
Membership
1. What is the minimum age to join Fitness First?
You must be at least 14 years old to be eligible for membership. Children under 18 requires a legal guardian's signature on the membership agreement.
1. How much is membership at Fitness First?
Membership rates vary depending on the package. Contact your local club for more details or checkout our Join Online options here https://www.fitnessfirst.com/my/en/join-online.
2. How do I pay for my membership?
Members may pay through auto debit on credit/debit cards or over the counter at reception. Prepaid term membership option is available if you do not want to enrol recurring card payment. Speak to our consultant at club for more details.
3. Are there extra fees once I've joined Fitness First?
Personal training sessions are extra, but many benefits like complimentary beverages and toiletries are included in the membership fee.
4. Can I purchase a membership as a gift?
Yes, visit your local club to learn more.
5. Will I get a receipt for my membership payments?
Yes, you will if you pay directly at clubs. However, if it is made through JOMPay or online to us, we are under no obligation to provide you with access and services upon receipt of payment where (i) an outstanding period has caused your contract to be terminated and/or (ii) the nature of your membership requires a timely renewal of membership before expiry and/or (iii) you have been prohibited entry through suspension, termination, or breach of terms, conditions, and Club Rules.
1. Will SST affect my membership fee?
With the implementation of SST effective 1 March 2024, we are required to charge 8% tax for the following items:
- Membership Dues
- Fees (e.g. Guest fee, Membership Downgrade/ Freeze/ Transfer)
- Personal Training Packages
- Towel Fees (Rental)
- Shoes Locker Rental
2. Is SST applicable to the merchandise that I purchase from Fitness First?
With the implementation of 8% SST effective 1 March 2024, all merchandise purchased from Fitness First will include SST charges.
3. I often receive samples of interesting products from Fitness First. Are those taxable as well?
The samples are not considered a “supply” and therefore are excluded from the scope of taxable goods under the SST. They will also be clearly labelled with 'Sample only. Not for sale.’ to avoid any confusion.
4. Where can I go for further information about SST?
Visit https://mysst.customs.gov.my/ for more information on SST.
1. Can I access all Fitness First clubs in Malaysia with my membership?
You can access all Fitness First clubs in Malaysia if you hold a Platinum membership. This membership plan also allows you 30 complimentary visits every calendar year to clubs in:
- Fitness First Malaysia
- Fitness First Singapore
- Fitness First Philippines
- Fitness First Indonesia
- Fitness First Thailand
2. Can I work out while travelling overseas?
A Fitness First Platinum membership allows access to more than 11 Fitness First clubs across Southeast Asia. Ask our reception for an International Passport before leaving the country. Note that complimentary visits are limited to 30 visits per year to Fitness First clubs in Malaysia, Singapore, Philippines, Indonesia, and Thailand.
3. Can I put my membership on hold?
Yes, you can 'freeze' your membership for medical reasons or overseas assignments exceeding 2 weeks with written notice and supporting document. A freeze fee applies. For further information, please refer to our reception team.
4. What if I want to cancel my membership?
You have a 14-day comfort guarantee that allows you to cancel your membership within 14 days of purchase (no exceptions). The monthly dues for the month and start-up fees will not be refunded. The unused session (Personal Training/Fitness Program/Group FireFit Class Pack purchases) will be refunded. Outside of this window, you need to give 1 calendar months' notice before your membership is cancelled. Visit your club or contact customer service for cancellation details.
For all the details around cancelling please refer to our Club Rules – Termination of Membership at https://www.fitnessfirst.com/my/en/club-rules.
1. Who can I speak to about membership or club queries?
Our club staff are happy to help you with any questions or feedback you have. If you'd prefer to speak to club management, please let our reception team know. Each club has a Front of House Manager dedicated to ensuring that you're completely satisfied with your membership.
2. How do I update my personal/account details?
You can update all your details through our reception team or through your Fitness First Mobile App. Alternatively, you may log on to your account via self service portal at https://selfservice.fitnessfirst.com.my to update your payment details and some personal information.
3. How can I give feedback?
We welcome your feedback, and we want to hear about ways we can assist you with any concerns you may have. You may speak to a staff member, club management, fill out a "Hey Manager" feedback form in the club, or email via the online contact form.
SELF SERVICE
You can access the self-service portal through two methods:
1. Fitness First Website:
- Visit the Fitness First website.
- Click the "LOGIN" button located at the top right corner.
2. Fitness First Mobile App:
- Open the Fitness First Mobile App.
- Tap on the "MORE" section.
- Select "Personal Details" and then "Edit personal details" to access the login.
- If you already have a Fitness First Mobile App account, you can use the same login credentials (email address and password) to access the self-service portal.
- If you don't have a Mobile App account, you'll need to register for a new account on the self-service portal. Use the same email address you provided during your gym membership registration.
- Click the "Forgot Password" button on the login page.
- Enter the email address associated with your Fitness First Mobile App account.
- The system will prompt you to reset your password.
Yes, you can update your recurring payment card details by following these steps:
- Log in to the self-service portal.
- Select the "Payments and Credits" tab.
- Click the "Edit" button.
- Enter your new payment card details.
- Click "Verify Card" to proceed.
- Follow the authentication method required by your issuing bank (e.g., 3DS OTP).
- The system will display the approval result.
- If successful, save your new payment card details. If rejected, contact your bank or retry with another card.
Unfortunately, you cannot cancel your membership through the self-service portal. While we hate to see you go, should you like to cancel your membership, please contact your club or our Customer Service via email at mymembership.experience@evolutionwellness.com.my to do so.
Yes, you can settle outstanding balances on your account by following these steps:
- Log in to the self-service portal.
- Select the "Payments and Credits" tab.
- Choose "Make a Payment."
- Enter the amount you want to pay.
- Click "Proceed" and follow the instructions on the payment portal.
- Your outstanding balance will be updated on the portal's homepage.