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 will I find out when Kaya will be re-opening?
When there is a directive from the Government that we can re-open our clubs, we will communicate with members via our website & social media platforms.



How is Kaya supporting members during this closure?
Whilst we won’t be seeing you at the club, we will keep you motivated and energised whilst staying at home. Connect with us via our website for FREE online Kaya @ Home workouts. Or follow us on Instagram.


Will I still be charged for my membership?
Our members are at the core of our clubs so with that in mind, all memberships have been either placed on membership ‘time freeze’ or paused (we will not debit your membership during this mandated closure) until we are able to welcome you back into our clubs.


Will this affect the duration of my contract?
Yes. When your membership is placed on Time Freeze or paused, it is not counted towards your membership payments. This means your membership agreement will resume once we are able to re-open our clubs. For example, if you have six months remaining on a 12 month minimum term (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) once billing resumes.


I have paid up-front for my membership how does this impact me?
If you have paid in full, your membership has been suspended until we are able to re-open our clubs. Your membership agreement will be extended once we have re-opened. At that time, you will hear from us via email with more information.


What if I wish to cancel my membership?
During this mandated closure your membership has been placed on membership freeze or paused, with no further payments until we are able to welcome you back to our clubs. If at that time you wish to cancel your membership, please speak with your club directly.


Any other questions?
Simply email 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 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.

    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.
    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.
    Wear runners and clothes that are easy to move in.
    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?No need to worry about pre-booking a class. Class passes will be handed out 30 minutes prior to the start of class. All you need to do is check in with our team at reception and let us know which class you want to attend.

What if the class I want to attend is full?
If your first choice class is full, chances are, we have another class starting at the same time or in 15 minutes. Just keep an open mind and make sure to always have your runners in your bag.

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 see us at reception as we have some important information around classes and pregnancy to share with you.

Can I book a Pilates or Yoga One-on-One session? Absolutely. E-mail us at 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

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.