Frequently asked questions
Everything members ask us most, organized by topic. Can't find your answer? Reach out on the Contact page.
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Yes. You can upgrade or downgrade your membership at any time from the mobile app or at the front desk. Changes take effect on your next billing cycle.
No. All memberships are month-to-month with no cancellation fee, and can be frozen or cancelled with 14 days' written notice.
The Family plan covers up to four people living at the same address, with one combined bill. Members under 16 must be accompanied by an adult on the gym floor.
Membership dues are billed automatically to your card on file on the same date each month, starting from your join date.
Yes, payment details can be updated anytime in the mobile app under Account Settings, or at the front desk of any location.
We'll email and text you to update your card. Access isn't paused until a payment has been outstanding for more than 10 days.
Classes open for booking 7 days in advance. Performance, Elite, and Family members get priority booking access 12 hours earlier than Essential members.
Cancel free of charge up to 2 hours before class start. Repeated late cancellations or no-shows may pause booking privileges for one week.
Your free consultation covers your goals, schedule, and injury history, and we recommend a coach whose specialty fits your program.
Yes, an active membership is required. Elite and Family members get unlimited consultation credits included.
Performance, Elite, and Family members get a complimentary monthly check-in included. Other tiers can add it as a paid service.
Yes. Your assessment covers allergies, intolerances, and preferences like vegetarian, vegan, or kosher from the very first session.
Yes — every membership includes access to all six locations, with real-time floor capacity visible in the app.
Equipment is wiped throughout the day by staff and members, with a posted hourly deep-clean schedule in every locker room and studio.
No — we work with teams of any size, from a handful of employees to organizations with thousands. Pricing scales with headcount.
Typically two to three weeks from signed proposal to program launch, including an on-site kickoff event.
Full gym floor access, unlimited group classes, and locker room access for three consecutive days, plus a guided tour with a coach.
No — the trial requires no payment information at all, just a photo ID at check-in.
Elite and Family members receive guest passes each month. Essential and Performance members can purchase a day pass for guests at the front desk.
Yes, all guests complete a brief waiver and photo ID check at the front desk before entering the floor.
Yes — every trainer and front desk staff member is certified in CPR and AED use, and each location has an AED on-site.
Notify the nearest staff member immediately — every location has trained staff on the floor during all open hours to assist.
Yes, every Elevate location has a dedicated on-site lot included at no charge, with no validation stickers or time limits.
Our Riverfront and Downtown locations have overflow lots for peak morning and evening hours — check the app for real-time lot status.
Still have a question?
Our team is happy to help — reach out and we'll get back to you within one business day.