Frequently Asked Questions

Frequently Asked Questions - Memberships

Will GST affect my Fitness First membership fee?

With the implementation of 0% GST effective 1 June 2018, please be informed that your membership fee and Personal Training packages will not include GST charges.

I’ve made an upfront payment for a long term membership, is it possible for me to get a refund on the balance of the GST payable?

According to the GST Act 2014, if a payment was made before a change in tax rate occurred and the goods/services are partly or wholly delivered after the change in rate, the tax rate that is to be charged is the old tax rate on the higher of the payment made or the value of the supply. We acknowledge that some members who have paid for their memberships or PT via lump sum payments would have paid the 6% GST. Likewise, Fitness First as a business has paid this same amount to the government. As such, we regret that we are unable to give you a refund. 

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 GST. They will also be clearly labelled with 'Sample only. Not for sale' to avoid any confusion.

Is the 6% GST applicable to the merchandise that I purchase from Fitness First?

With the implementation of 0% GST effective 1 June 2018, please be informed that all merchandise purchased from Fitness First will not include GST charges. 

Where can I go for further information about GST?

For more information on GST and how it may affect you, please refer to the following website: For any inquiries about your Fitness First membership please contact your Club General Manager. 

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 subjected 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.

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.

How do I pay for my Fitness First membership?

Most members pay through auto debit on Credit Cards. Direct debit and upfront term payment options are also available.

When I join can I use all Fitness First clubs in Malaysia?

Yes you can if you have opted for our Platinum membership which allows you access to all Fitness First clubs in Malaysia. Passport membership allow access to all Blue clubs in Malaysia.

Can I workout 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. As long as you do not freeze your membership. 

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 of 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.

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.

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 as well as an extensive VCD and DVD library where you can hire movies for 3 whole days, totally free! The changing rooms also have complimentary toiletries for your convenience.

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.

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 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 General Manager can help.

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.

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 the 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).

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 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.

Frequently asked questions - Gym

Can I bring a guest to the club?

Absolutely! We understand that one of the best ways to stay 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'll 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 they'll receive access to the same privileges as you for a nominal fee (RM60++ per visit, RM45++ as a guest of a member)

Been an active member for a continuous period of 10 months or more? You'll be invited into our special First Club membership at no cost. You are entitled to bring a family member or friend for FREE on weekends

What are the club opening hours?

You have the flexibility of being able to workout any time, day or night. You can usually start exercising from as early 6.30am to as late as 11pm weekdays*, 7am to 7pm 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.

Can my children wait for me in the members' lounge while I workout?

No. We are concern about your children's safety as our facilities are not child-proof.

Who can I ask if I have trouble using the equipment?

Our fitness team in orange vest are always there to help answer your questions if you get stuck.

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.

What's the different between a Platinum club and the other clubs?

Platinum clubs have additional facilities and benefits that are exclusively just for Platinum clubs. Platinum club offers extended range of toiletries, upgraded members lounge with internet stations and full executive towel service. Platinum membership allows you the privilege to have reciprocal access to all Platinum and Blue clubs over 300 clubs worldwide.

Do I need to bring my own towel?

If you have Platinum or Gold membership, you'll be provided with a big towel and a small towel every time when you visit to the club. Otherwise, you'll need to bring your own towel to dry off. Towel hire is offered at all clubs for a small fee. Towels to be returned to the towel counter before exiting the club.

How do I use the lockers?

Your membership card gives you access to the lockers.

For selected clubs with SmartCard locker system, you'll be able to exchange your membership card with 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.

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 responsibilities at all times.

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.

Which club has swimming pool?

Empire Subang in Subang Jaya.

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.

Are the team first aid trained?

Yes, we always have a number of first aiders on duty. In an unlikely event that someone is injured, there are also first aid boxes located at reception.

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.