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GYM
Membership
Self Service

General
1. What are the club opening hours?
  
  You have the flexibility to work out any time, day or night. You can usually start exercising from as early 6.00am to as late as 11pm on weekdays*, 7am to 9pm on weekends* and Public Holidays are generally 9am to 8pm*. It's best to check with your club for exact opening times.
  
  *Some clubs may differ.
2. What's the difference between a Platinum club and other clubs?
  
  Platinum clubs have additional facilities and benefits that are exclusive to them. Platinum clubs offer an extended range of toiletries, an upgraded members’ lounge with internet stations and full towel service. Platinum membership gives 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
3. Can I bring a guest to the club?
  
  Absolutely! We understand that one of the best ways to stick with a healthy lifestyle is to train with a buddy. You can bring a friend for a one-time visit only. If you wish to do so, you must book them in. You can do this by speaking to one of our friendly Membership Consultants.
  
  We'll show your friend the facilities that are on offer and ask them to sign on our guest register with indemnity waiver. As we are an exclusive members club we ask all guests to present their Identity Card. If they wish to use the club facilities after this, they can either join the club or receive access to the same privileges as you for a minimal fee:
  
  RM69 per visit
  
  Please note that prices include SST.
4. When's the quietest time to visit the club?
  
  On weekdays, the clubs are generally busiest before work, at lunchtime and after work. If you prefer a quieter atmosphere, pay a visit just after lunch or in the afternoon.
5. Can my children wait for me in the members' lounge while I work out?
  
  No. We are concerned about your children's safety as our facilities are not child-proof.
Facilities and Benefits
1. Which club has a swimming pool?
  
  Currently, only one of our clubs has a swimming pool. It’s in Empire Subang in Subang Jaya.
2. Do I need to bring my own towel?
  
  We will provide big and small towel every time you visit the club. All guest (non-members) are required to bring their own towel, otherwise, you may rent a towel for a small fee.
3. How do I use the lockers?
  
  Your membership card gives you access to the lockers.
  
  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 chosen locker.
  
  Note: lockers are only available for use during your workout and will automatically open when the club closes in the evening. 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 our reception team in the club.
4. Are there any social events for members and staff?
  
  Yes, they're great fun and an excellent way of getting to know everyone. To find out more about our fitness challenges, special themed classes, or club events, just keep an eye on the member notices around the club.
Loss
1. What happens if I lose something in the changing rooms?
  
  Let reception know as soon as possible so we can check if someone's handed it in. Please remember that your belongings are your responsibility at all times.
2. What if I lose my membership card?
  
  Don't worry. Let reception know and they'll issue you with a new one for a replacement fee.
Emergency
1. What should I do if the fire alarm sounds?
  
  Don't panic. Our fully trained team will tell you what to do and guide you to safety. If the alarm stops after a short time, it was simply a false alarm or a test.
2. Are the team trained in first aid?
  
  Yes, we always have a number of first aiders on duty. In the unlikely event that someone is injured, there are also first aid boxes located at reception.

General
1. How old do I have to be to join Fitness First?
  
  You must be 14 years and above to be eligible for a membership. Children who do not meet the minimum age requirement must produce a doctor’s recommendation letter to certify that they are required to exercise. This will be subject to management review and approval. All membership agreements for children under 17 years of age need to be authorised and signed by a legal guardian.
Payment
1. How much is membership at Fitness First?
  
  Membership rates vary depending on the type of package that is best suited for you. Please contact your local Fitness First club where our staff will be happy to discuss all of their membership options.
2. How do I pay for my Fitness First membership?
  
  Most members pay through auto debit on Credit Cards or Debit Cards.
3. Are there extras to pay for once I've joined Fitness First?
  
  No. However, if you wish to maximise results with minimum time, we also offer Personal Training sessions. In addition to our FREE Group Exercise classes and the use of the fitness equipment, as member of Fitness First, you will be able take advantage of our many other unique and entirely complimentary benefits such as complimentary beverages. The changing rooms also have complimentary toiletries for your convenience.
4. Can I purchase a membership as a gift?
  
  Yes, you can buy a Fitness First membership as a gift. Just visit your local Fitness First club and speak with a Membership Consultant 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 to us, we are under no obligation to provide you with access and services upon receipt of payment where (i) an outstanding period of time has caused your contract to be terminated and/or (ii) the nature of your membership requires a timely renewal of membership prior to expiry and/or (iii) you have been prohibited entry through suspension, termination or breach of terms, conditions and Club Rules.
SST
1. Will SST affect my Fitness First membership fee?
  
  With the implementation of SST effective 1 September 2018, we are required to charge 6% tax for the following items:
  Membership Dues
  Fees (e.g. Guest fee, Membership Downgrade/ Freeze/ Transfer)
  Personal Training Packages
  Towel Fees (Replacement, Rental)
  Shoes Locker Rental
  Food and Beverage (Sold in Clubs)
2. Is SST applicable to the merchandise that I purchase from Fitness First?
  
  With the implementation of 0% SST effective 1 September 2018, all merchandise purchased from Fitness First will not 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?
  
  For more information on SST and how it may affect you, please refer to the following website: https://mysst.customs.gov.my/. For any inquiries about your Fitness First membership, please contact your Club General Manager.
Membership Benefits
1. When I join, can I use all Fitness First clubs in Malaysia?
  
  You can access all Fitness First clubs in Malaysia if you hold a Platinum membership. This membership type 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 will give you access to more than 91 Fitness First clubs throughout Hong Kong, Indonesia, Malaysia, Philippines, Singapore and Thailand. Whether you're travelling for business or pleasure, you can visit a Fitness First club near you. Ask our reception team for an International Passport before leaving the country.
  
  Please note that you are allowed 30 complimentary visits every calendar year to clubs in:
  
  Fitness First Malaysia
  
  Fitness First Singapore
  
  Fitness First Philippines
  
  Fitness First Indonesia
  
  Fitness First Thailand
3. Can I put my membership on hold?
  
  Yes, you can. We call our hold option freeze. At Fitness First, we believe that exercise is a lifelong habit. That's why when it comes to freezing your membership, it will only be for medical reasons or outstation/overseas assignments for more than 2 weeks with written notice. For further information, please refer to our reception team. A freeze fee will be charged.
4. Am I obligated to a long-term contract when I join Fitness First?
  
  Not at all! As a member of IHRSA (International Health, Racquet & Sportsclub Association), Fitness First adheres strictly to the rules of conduct which does not encourage the sale of long term contracts as it does not benefit the end-customer. For more information and how to educate yourself and your rights as a purchaser on this matter, please refer to IHRSA or visit us at the club for more details.
5. What if I want to cancel my membership?
  
  We offer a 7 day comfort guarantee which starts from the date you join. To cancel your membership, you must tell us that you want to cancel your membership during your 7 day comfort guarantee period. We will then cancel your agreement and refund any dues paid during that period - all you will have paid is your non-refundable administration fee and Personal Training/Bodyfirst packages.
  If you are outside of the 7 day comfort guarantee, you're required to give 1 full calendar month notice of termination. You may cancel at any time provided you've reached your minimum contract period excluding any freeze period.
  
  You can request to cancel your membership by visiting reception at your nearest club. Speak to your Front of House Manager or Club General Manager in club and they can confirm the arrangements.
  
  For all the details around cancelling please refer to our Terms and Conditions (Section 3: Things you need to know at the end of your membership).
Queries and Feedback
1. If I have any queries about my membership or club who do I speak to?
  
  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. If the Front of House Manager isn't immediately available, the reception team will ensure you are contacted by them as soon as possible. If your enquiry needs urgent attention, your Club’s General Manager can help.
2. How do I update my personal details and/or account details?
  
  You can update all your personal details through our reception team. They'll be happy to assist.
3. How do I feedback about your products and services?
  
  We welcome your feedback and we want to hear about ways we can assist you with any concerns you may have. If you have a complaint, please have a chat with one of our club staff.
  
  If you would prefer to speak with club management, please let our reception team know. If they aren't immediately available, the reception team will ensure that you are contacted by them as soon as possible.
  
  You can also fill up the Hey Manager feedback form strategically placed in all clubs. Alternatively, please email your query via our online contact form.
  
  We also love to know what we're doing well too.

What is Self Service Portal?
1. The Self-Service portal is a one-stop portal where you can get easy access to view your membership details, update some of your personal information and check your payment status.
How do I log in to Self Service Portal?
1. You can login to the Self-Service Portal via our Fitness First brand website or through the Fitness First Mobile App. It is recommended to login via your home club brand website.
  
  • On the Fitness First brand website, click on the LOGIN button that is located at the top right corner of the website.
  • On the Fitness First Mobile App, tap on to the MORE section – Personal Details – Edit personal details link to login.
Do I need to register to access Self Service Portal?
1. If you have already registered an account on our Fitness First Mobile App, you are not required to register for another new account. To access the Self Service Portal, you can use the same email address and password you used in your Mobile App to login.
  
  However, if you do not have an account registered with our Mobile App, then you are required to register for a new account in the Self Service Portal. Please ensure that you use the same email address that you have provided when you registered for a new membership with Fitness First.
Does my Self Service Portal in has to be the same login information as my Fitness First mobile app?
1. Yes. If you have already registered an account on our Fitness First Mobile App, you can use the same login information as your Mobile App.
How do I reset my password?
1. You can reset your password by clicking on the “Forgot Password” button on the login page. You will be prompted to input the email address used to register for an account in the Fitness First Mobile App. The system will then prompt you to reset your password.
Can I change my contact details such telephone number and email address?
1. Yes, you are able to change your contact details such as phone number and email address through the Self-Service Portal.
Can I change my membership payment card details?
1. Yes, you are able to change your recurring payment card details. Once you have logged in to the Self Service Portal successfully, you can follow the steps below:
  
  Step 1: Select the Payments and Credits tab
  Step 2: Press the Edit button
  Step 3: Input your new payment card details
  Step 4: Click “Verify Card” button
  Step 5: Follow authentication method required by issuing bank (eg. 3DS OTP)
  Step 6: You will be prompted with the approval result
  Step 6a4: If successful, save your new payment card details
  Step 6b : If rejected, please check with your bank or retry with another card
Can I change my direct debit payment details for my membership?
1. You are not able to change your direct debit payment details via Self Service portal. You will need to contact your club for the change request. You are required to complete and sign membership and authorization form.
Can I cancel my membership via Self Service Portal?
1. You are not able to cancel your membership via the Self-Service Portal at this moment. While we hate to see you go, should you like to cancel your membership, please contact your club or contact us through our Customer Service email at MYMembership.Experience@celebrityfitness.onmicrosoft.com to do so.
Can I freeze my membership via Self Service Portal?
1. You are not able to freeze your membership via the Self-Service Portal at this moment. To freeze your membership, please contact your club.
Can I change my billing details?
1. No, you are not able to change your billing address. To change your billing address, please contact your club to do so.
Can I make any outstanding payments on the Self-Service Portal?
1. Yes, you can make outstanding payments for your account balance. You can do so via the following steps below:
  
  Step 1: Select the Payments and Credits tab
  Step 2: Select Make A Payment
  Step 3: Input the amount you would like to pay.
  Step 4: Click Proceed and go through the payment portal.
  Step 5: Your arrears will be updated on the Home Page.