FREQUENTLY ASKED QUESTIONS

GENERAL INFORMATION

WHAT FITNESS REQUIREMENTS DO I HAVE TO MEET TO TAKE A CLASS AT URBAN MOVEMENT?
None. We welcome students of all skill and fitness levels. In our classes, we scale the movements and techniques so that all students get challenged in appropriate ways. So, if you’re a seasoned athlete, or just starting to get in shape, we are eager to train with you.

GIFTCARDS

HOW CAN I USE MY URBAN MOVEMENT GIFT CARD?
You may use Urban Movement Gift Cards to purchase eligible merchandise and pay for services at Urban Movement.

DOES THE URBAN MOVEMENT GIFT CARD EXPIRE?
A purchased Urban Movement Gift Card has no expiration date, service charges or dormancy fees. A complimentary Urban Movement Gift Card must be used within 90 days of issuance and is non-transferable.

IS THE ZEN PLANNER APP AVAILABLE FOR ANDROID SMARTPHONES?
Yes. The app is available from Google Play.

REFERRALS

DO I GET ANYTHING IF I REFER SOMEONE?
You earn one free month if you refer someone that becomes a member. Please make sure to let us know if you’ve referred someone.

WHO CAN I REFER TO GET A FREE MONTH?
The referral program is only valid for referrals who actually join and become new Urban Movement members. You will not earn credit for referring former members who re-join. You may only refer individuals who you know and think may actually be interested in joining Urban Movement.

WHEN DO I RECEIVE THE REFERRAL CREDIT FOR MY FRIEND JOINING?
You should see your referral reward within 20 days of the day your friend joins. You must be an active member to receive referral rewards.

WHAT IF I STILL HAVE QUESTIONS ABOUT REFERRALS?
Email info@urban-movement.com, or call us at 832.426.2259.

ACCOUNT & MEMBERSHIP INFORMATION

I FORGOT MY URBAN MOVEMENT USERNAME AND/OR PASSWORD. WHAT CAN I DO?
You can click on the "FORGOT USERNAME AND/OR PASSWORD" links on urban-movement.com or in the Urban Movement App. You can also call us at 832.426.2259.

HOW CAN I UPDATE MY PROFILE INFORMATION?
You can update you profile information online at urban movement.com/profile or contact Membership Administration at 832.426.2259.

WHO CAN I CONTACT IF I HAVE QUESTIONS ABOUT MY CURRENT BALANCE?
Manage your account by logging in on our website or through the Zen Planner app. You can also send us an email at info@urban-movement.com.

HOW DO I FREEZE MY MEMBERSHIP?
The freeze policy allows you to temporarily suspend your membership in accordance with the following terms: You may freeze your membership once per contractual year for a minimum of one (1) month and a maximum of three (3) consecutive months in one-month increments for a fee of $30 per month, payable in advance.

I AM PREGNANT AND I WANT TO FREEZE MY MEMBERSHIP.
Congratulations! If your doctor feels you are medically unable to use the club during your pregnancy, you can request a medical freeze for up to nine (9) months. You must provide a doctor’s letter at the time of requesting a pregnancy freeze. Urban Movement will waive the freeze fee for medical freezes.

I WANT TO CANCEL MY MEMBERSHIP. HOW DO I DO THAT?
All cancelations require 30 days notice. If you are OUTSIDE of the agreed upon term of membership, you may cancel with the amount of notice spelled out on your membership agreement for any reason. You can cancel in gym with a manager by giving the appropriate notice, filling out a cancellation form and paying a pro-rated amount to stop your billing. You will get a copy of the form as a receipt that the process is complete. We will cancel the membership based on the appropriate amount of days notice, collect a pro-rate, and stop your billing.

If you are INSIDE your first year of membership, you may cancel with appropriate notice (specified on your membership agreement) for the following reasons: relocation, medical or job loss.

RELOCATION: If you relocate more than 25 miles away from any Urban Movement, you may cancel your membership with proof of relocation, such as a utility bill, lease or deed to a house, or a letter from your human resources department stating you have been relocated to another region.

MEDICAL: If your doctor finds you medically unable to workout for more than six months, we will just need a letter from your physician. They do NOT need to give us specifics, just their medical opinion that you are unable to work out for at least six months. You may deliver this note in person to your club's General Manager and fill out a cancellation form, or you may send the doctor’s note with your request that your membership be canceled to your home club. Please include your most recent contact information in case we need to follow up with you.

Otherwise, if you cancel INSIDE the term for any other reason there will be a fee charged of 50% of the remaining balance.

WHAT'S THE DIFFERENCE BETWEEN FREEZING AND CANCELING MY MEMBERSHIP?
A freeze is appropriate when you know approximately how long you will be gone. For example, if you will be away on business for three months, or your doctor feels your injury should be healed in less than six months, a freeze is the option you should choose. It is a defined amount of time without regular billing, or club usage, and your billing will automatically restart at the end of the freeze. Remember, if you are requesting a medical or pregnancy freeze, we will need medical documentation.

DO YOU OFFER REFUNDS?
Due to the nature of our business we do not offer refunds.