GoodLife FAQ

Frequently Asked Questions

Novel Coronavirus (COVID-19)

What is GoodLife doing to mitigate the risk of COVID-19 transmission in its Clubs when it reopens?
GoodLife has embarked on an unprecedented effort to ensure our Clubs are as safe as possible for all our Members and Associates. Reopening GoodLife's Clubs is a complex undertaking that must be handled with the utmost care. As such, we have consulted a variety of experts in infection prevention and control and sanitization to ensure the reopening of every Club aligns with or exceeds the recommendations and standards put forth by all levels of government. Our plan is focused on three main areas: ensuring physical distancing, reducing capacity levels in our Clubs, and enhanced cleaning and sanitization practices.

We have brought all three of these important considerations together to create The GoodLife Standard, which will guide the reopening of our Clubs across the country to ensure the health and safety of all our Members and Associates.

Our new health and safety standards will be updated regularly. It is important to recognize that public health information and provincial orders can change quickly. We will be doing everything we can to update our Standards and website as quickly as possible in response to these changes.

We're in this together, and we need to work together to keep everyone healthy and safe. By taking care of those around us, we are also taking care of our community, and ultimately our country. We look forward to welcoming you back.
What is GoodLife's timeline for reopening?

Given the regionalized response to COVID-19 in Canada, we are opening our Clubs on a province by province basis.
The official reopening dates will be informed by a number of factors, including:


• The stage each region is at with their recovery
• Information and guidelines released by public health authorities
• Full implementation of The GoodLife Standard

As of June 29, GoodLife Clubs are open in 8 of 9 provinces we are located in. Visit The GoodLife Standard for updates by province.

When and how will I learn about my Club's reopening date?
You will be notified via email of your Club's reopening date, so make sure to check your inbox for more updates from us. We will also be posting updates on the Club pages in the Member portal.
I am uncertain about all of these changes and the impact they will have on my gym experience. Will you be lessening any of these measures soon?
We are dealing with unprecedented circumstances and are doing everything we can to ensure GoodLife Clubs are as safe as possible, while we continue to provide an exceptional fitness experience for our Members. These changes are temporary and we do hope we will be able to resume our regular operations soon; however, we will only do so once it is safe, following the guidelines and recommendations from local government and public health officials.
My Membership is currently on freeze, when will my dues start up again?
We can assure you that membership dues will NOT be turned on until Clubs in your province reopen. More information will be provided to you 10 or more days in advance of the reopening date for Clubs in your province. We are unable to process any changes to memberships or Personal Training before you receive that email.

Pre-authorized payment schedules will resume on the day Clubs in your home province reopen but your payment withdrawal day will remain the same as before the COVID-19 freeze.

All time that was paid for before we closed our Clubs will be credited starting the day Clubs in your home province reopen. After that credit runs out your payment schedule will begin on the same day as before the COVID-19 freeze.

Note: Due to varying payment schedules, time paid before the closure and time owed after the opening may result in your first payment being different than it was before the freeze.
With some amenities closed or restricted, will you be reducing Membership fees?
We are not reducing Membership fees, but we will not be charging for any amenity add-ons at this time. All limitations to our amenities and services are required to ensure we are offering a safe Club environment and complying with government regulations.

In order to add value for our Members while some options are unavailable, we have been working hard behind the scenes to provide more online options to support you as you work on your health and fitness goals from outside our Clubs. This includes continuing to offer live, online workout and mental wellness classes every week, as well as daily workouts and content on our social media channels.

If you are not comfortable paying Membership fees while amenities and services are reduced, we are offering Membership freezes for free. Please contact our Member Experience team if you would like to learn more.
Despite all the safety measures you have put in place, I still don’t feel ready to come into my Club when it opens. What are my options?
People join GoodLife because they want to be and feel healthy, happy and strong – physically and mentally. In pursuit of the good life, they often find a sense of community that keeps them coming back and a convenience that is second to none in Canada.

Even with our robust investments in safety, we recognize that these are unique and challenging times and that everyone’s personal situations are different. You trust us with your health and fitness goals and, if you aren’t ready to come back to our Clubs just yet, we understand. That is why we are offering a no-fee temporary Membership freeze up to October 15, to any Member who requests it.

We highly recommend trying out this new Club experience before you freeze your Membership. We think you’ll be pleasantly surprised! But if you’re just not ready, that’s ok too.

To activate a no-fee freeze, visit our Member Portal.
Are these changes to your protocols permanent?

We are dealing with unprecedented circumstances and are doing everything we can to ensure GoodLife Clubs remain as safe as possible while we continue to provide an exceptional fitness experience for our Members. These limitations to our amenities and services are required to ensure we are offering the safest Club environment possible and complying with government regulations.

We will continue to monitor the system and your feedback and update our procedures where needed; however, we will only do so once it is safe, following the guidelines and recommendations from local government and public health officials.

Why do I have to book my workout?
With online booking, we're finding a balance between providing the safest Club environment possible AND an exceptional experience for our Members. A preset capacity for each Club helps facilitate physical distancing while also guaranteeing your workout time.

To create our booking system, we closely reviewed past check-in volumes, Club square footage and provincial government regulations. We have put a significant amount of time, research and consideration into this system, and we are confident that it will help us provide the safest Club environment possible as well as give as many people as possible the chance to achieve their health and fitness goals. As we reopen, we'll continue to monitor the system and your feedback and update our procedures where needed.
Why are some Group Fitness classes available while others remain off the schedule?
Group Fitness class offerings have been modified to make sure we are running classes that can achieve our desired level of safety, while still giving our Members the great experience they have come to expect.

The programs on our initial Group Fitness schedules will allow us to promote physical distancing and take into account the exertion level of participants in order to reduce exposure to Members and Instructors in the studio. Programs were selected after a careful review of fitness industry practices given the current circumstances.

Other programs will be considered as we progress towards normal operations.
How will GoodLife determine when it is safe to re-open any closed amenities/service?
We are closely monitoring all provincial and federal health guidelines to ensure our Clubs are safe for all our Members and Associates. We will only reopen closed amenities/services when it is safe to do so based on these guidelines and following the recommendations of local public health officials.

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