Frequently Asked Questions
We want to make your KĀYA experience as seamless and memorable as possible.
You can find answers to the most commonly asked questions here.
How do I manage my membership?
All account management, time freezes and other memberships adjustments are to be done via your Member Portal.
Click here to login.
What if I am going on holiday or need to freeze my membership due to illness, injury, relocation or pregnancy?
You can freeze your membership for a minimum of One week and up to 26 weeks depending on the reason. To do this you must:
Login to your online account using your email address and password.
- Select ‘Account’
- Select ‘Membership Details’
- Select your membership
- Select ‘Freeze Membership’
- Follow the prompts to suspend your membership and complete payment.
You will pay a minimum of $5.00 & $0.72 per day thereafter while your membership is suspended.
You can also remove your freeze at any time by contacting your home club.
Where can I find the finder details about my membership?
You can find a copy of KĀYA terms and conditions here.
Where can I view the class timetables?
View our timetables online via our website.
Are mobile phones allowed in class?
Mobile phones are not allowed in class – please leave your phone in one of the complimentary lockers we provide. Take this time to switch off and be present.
We also kindly ask that you refrain from talking on your mobile phone in our dedicated weights/cardio zones.
We also ask that you be mindful of other members around you when taking video / FaceTime calls or photos.
How do I keep updated with what’s new and happening at KĀYA?
I am pregnant what do I need to do?
CONGRATULATIONS!
Pregnancy is a wonderful time in any mother’s life. At KĀYA, the safety of mum & bub is our main priority. As part of our duty of care to you and your child, we have important procedures you need to be aware of in the event you fall pregnant.
Please read through the following information carefully:
- We require written clearance from your Doctor
Please submit written clearance from your GP/treating practitioner specifying it is safe for you to exercise PRIOR to you attending the club. This can be submitted to reception, or to our Member Services Team. Your GP must also specify in the letter which style(s) of exercise you have been cleared to participate in (i.e Pilates/yoga). If you require to freeze your membership whilst waiting for clearance, please login to your member portal and follow the membership freeze instructions here.
- We require you to read & sign our pregnancy acknowledgement form and encourage you to read our pregnancy information pack in the KĀYA terms and conditions.
Upon notifying us you are pregnant and prior to attending the club, you must complete our Pregnancy Acknowledgment Form**.
Please also read through our Pilates Pregnancy information pack.
** This form is for EXISTING members only. If you are a new member, please contact us for more information regarding getting started whilst pregnant.
Can I invite a friend / family member to class?
If you have someone who is thinking of becoming a member, you can invite them in as your guest to experience a class.
As members are our priority, booking of guests is essential, so please contact your membership advisor prior to avoid disappointment. Remember, if they join – you’ll receive 2 weeks FREE.
Do you allow casual visits (guests)?
Guests can visit our club for a fee of $35.00. All guests will be asked to complete our guest register and a Pre-Exercise Questionnaire.
N.B. Members will always gain priority over guests. Guests will need to wait until class is about to commence to see if spaces remain available before they attend.
Do you provide locker hire?
We have complimentary lockers available for use when in our club.
Please note lockers are checked nightly and any items found are donated to charity.
What if I forget my towel?
We provide a convenient towel hire service. Only $3.50 for a bath towel & $2 for a sweat towel. Simply see reception to hire. Or, save with a 10-pack towel card.
What if I forget my water bottle?
You can purchase water from reception for $3.00. We also provide water dispensing stations.
What if I have any questions or feedback?
We thrive on feedback – feel free to submit any feedback through our contact form.
How do I book into a class?
- Login to your online account using your email address and password.
- Select ‘Book’ from the main menu.
- Use the category filters to select your class type i.e. ‘Day, Class, Instructor, Time.’ Or can scroll to find the class you want to book.
- Find the class you want to book and select ‘Book now’.
Where can I view the class timetables?
View our timetables online via our website.
What happens if a cancel my class or miss my class?
There is a 2 hours window to cancel your class. If you cancel within the 2 hour window or you do not arrive the fee that will be debited on the next debit will be $35.
What if I forget my towel?
We provide a convenient towel hire service. Only $3.50 for a bath towel & $2 for a sweat towel. Simply see reception to hire. Or, save with a 10-pack towel card.
What if I forget my water bottle?
You can purchase water from reception for $3.00. We also provide water dispensing stations.
What if I am late to class?
Once class has commenced, late entry is not permitted so please take care to arrive with enough extra time. If you know you will be late, please call ahead and talk to our friendly reception team. We may be able to move you to a later class.
What if I forgot my runners?
We offer convenient & complimentary shoe hire from Adidas. Simply see reception to hire.
Can I attend class if I have an injury/illness?
Our member’s safety is our main priority. Always listen to your body. If you are unwell it may be best to stay home to avoid spreading any illness to others. If you have an injury, always let your instructor know at the beginning of class and make sure you STOP exercising if something doesn’t feel right. Some injuries may require medical clearance from a practitioner before you can continue to attend class.
How do I manage my membership?
What if my payment or contact details change?
UPDATE BANK DETAILS
- Login to your online account using your email address and password.
- Select ‘My Accounts’.
- Select ‘Payment settings’.
- Select ‘Add new payment method’.
- Select which payment method you wish to update and select ‘Next’.
- Enter new details and click ‘Submit’
*NB: Credit Card Fees will incur a 1.43% transaction fee on the total of amount debited. International Credit Cards have an additional 1.1% fee. Bank account Direct Debit have NO fees.
PERSONAL INFORMATION
YOUR EMAIL CAN ONLY BE UPDATED BY A KAYA TEAM MEMBER
You can access your online customer portal to update your payment details, postal address and phone number.
For all other updates please contact the club.
- Login to your online account using your email address and password.
- Select ‘My Accounts’.
- You will be taken to the ‘Edit profile’ tab.
- Select the member or guest you wish to edit at the top of the screen.
- Edit your details.
- Select ‘Save changes’.
Still have a question?
If you haven’t found what you’re after in our FAQs, our friendly team will be happy to assist.