Frequently Asked Questions (F.A.Q)

We want to make your KAYA experience as seamless and memorable as possible.

You can find answers to the most commonly asked questions here.

Can’t find what you’re looking for? Connect with one of our friendly team directly…

COVID-19 Specific F.A.Q’s:

 

How did Kaya support members during this closure?
To help keep you motivated and energised at home over lock-down, we offered FREE online Kaya @ Home workouts. to members and the community. These are still accessible today to keep you moving if ever you are away from the club.

 

How did the mandated closure affect the duration of my contract?
When your membership is placed on Time Freeze or paused, it is not counted towards your membership payments. So, for example, if you had six months remaining on a 12-month minimum term (and you have already fulfilled 13 debits) and your membership is placed on Time Freeze or paused for two months, you will have another six months (13 debits remaining) when billing resumes.

 

I have paid up-front for my membership how does this impact me?
If you have paid in full, your membership was suspended until our re-opening date on 9/11/20. Your membership agreement was then extended and you will have received an e-mail from us with your revised membership end date.

 

For all COVID member information click here.

 

Any other questions?
Simply email info@kayahc.com.au your full name, email address, home club, membership tag number and query. Please note response will be delayed during this closure.

How do I keep updated with what’s NEW and happening at KAYA?We communicate to members via social media! Click here to follow us on Instagram and click here to follow us on Facebook.

Where can I view the class timetable?Online at kayahealthclubs.com.au/timetable or we have printed copies available at reception.

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 & be present.

We also kindly ask that you refrain from talking on your mobile phone in our dedicated weights/cardio zones.

What should I wear / bring when I come to the club?
Always bring your KAYA membership tag, a sweat towel and a water bottle (no glass) whenever you come to the club.

  • PILATES/BARRE/YOGA
    Wear clothes that are easy to move in, such as tights, shorts or active wear. Just bare-feet (no -shoes), or grip socks can be purchased at reception for only $10.00.
  • BOXING
    Wear runners and clothes that are easy to move in. We supply boxing gloves, however you must purchase reusable / washable cotton inners from reception for hygiene purposes.
  • FITNESS CIRCUIT
    Wear runners and clothes that are easy to move in.
  • WEIGHTS/CARDIO ZONES
    Covered shoes are required in the weights and cardio zones.

What if I forget my towel?We provide a convenient towel hire service. Only $3.00 for a bath towel & $1.50 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 $2.00. We also provide water dispensing stations.

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 lose my membership tag?A $15.00 fee will be charged for replacement of membership tags.

What if I have never done Pilates, Yoga or Boxing?We provide Complimentary Introductory Courses to members embarking on a new discipline or those seeking to learn more. These courses (while not mandatory to attend class) will teach you the fundamentals of the discipline and correct form/technique. You’ll walk away with the confidence to make the most of class and your time at Kaya! Click here to book your courses.

How do I book into a class?Pre-booking classes is now required due to the Covid Safe protocols. To pre-book your class head to our bookings page and log in with your Mindbody account that we have set up for you. Classes become available to pre-book 3 days in advance.

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 depending on the reason for a minimum of 2 weeks (up to 26 weeks) for just $5/week. Simply fill out the membership freeze form found here. Please note we require 7 days’ notice.  Freeze terms and conditions are found here.

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.

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.

Do I need experience to attend class?No. All our teachers have been trained to cater to all levels of experience. Simply attend class and advise the teacher if it’s your first class with us.

What if I have fallen pregnant?Congratulations! Please click here.

Can I book a Pilates or Yoga One-on-One session? Absolutely. E-mail us at info@kayahc.com.au to book a private session.

What if I have any questions or feedback?We thrive on feedback. Feel free to submit any feedback here or e-mail info@kayahc.com.au.

Where can I find details about my membership?You can find a copy of KAYA terms and conditions here.

What if my payment or contact details change?Please see reception to update your payment details. You can also update you contact details at reception or fill out the form found here.

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