Frequently Asked Questions
The Motion Room Inc. - Frequently Asked Questions  

If you have any questions regarding our Membership options, modifications, facilities, payment options, and what our club has to offer in helping you improve your overall fitness, we have the answers! Browse the FAQ questions below, or send us a message. Alternatively you can use your Member Login and send us a message through your portal. For more information on The Motion Room and its policies please click the following links: 



Privacy & Security Policy
  
We are constantly looking for ways to improve and always welcome your feedback. Please fill out our Quality Survey and let us know how we are doing.
Getting Started with
The Motion Room
I'm excited to join The Motion Room, How do I get started?  

Visit our Get Started page and select the right starter package for you.

Do I need to be a member to come to The Motion Room?

No. Everyone is welcomed!

What do I need to wear to my workouts?

Wear comfortable workout clothes and indoor cross-trainers or running shoes. It is especially important that your shoes fit properly and provide the proper ankle support you need to workout. 

Note: Please do not wear wet cross-trainers or running shoes to your workouts. You may be asked to remove them and or not participate in your workout.
Facilities
What are the facility Rules & Regulations?  

Please read the facility Rules & Regulations for more information.

What type of change room / locker facilities do you have?

We have change rooms, showers, and lockers available for use with your membership. Please ensure you bring your own lock or you can buy one at the studio.

Where can I park?

Free parking is available on most residential streets for 3 hours within the area. There are also several plazas in the surrounding area that offer paid parking options.

Do you provide mats and towels?

Yes, we provide mats but we do not provide towels.

Do you have beverages?

Yes. We have a complimentary water cooler at reception.

What is Kidz360?

Kidz360 offers Active Play, Night Gym, Morning Gym, and Boys and Girls Clubs. Summer, Winter, and March Break Camps are also available. 

For more information, please contact: 

Kidz360 

Phone: 647.351.9360  Email: info@kidz360.ca  Visit: www.kidz360.ca
Making Bookings
Why do we ask you to schedule in advance?  

We plan our upcoming schedule around you, so in order for us to be well-prepared for sessions, it is important to know who and how many people are attending a class. In addition for your safety in emergency situations we need to be able to account for all persons in the facility therefore it is essential you have made the correct booking.

Is there a cancellation fee if I don't show up for a session?

Yes. Like other service-based businesses, cancellations and any other scheduling changes must be made 24 Hours prior to a scheduled appointment to avoid billing. 

TMR trainers are compensated based on class attendance and it would not be fair to take a booking away from one of our trainers. For this reason we are very strict with our cancellation policy as it directly effects the trainers. If we allow participants to hold spaces and then waive fees when they cancel, no show, or reschedule under 24 hours, then we are preventing others from booking which prevents increased compensation for our employees. We hope you can respect and understand where we are coming from. The Motion Room also cannot subsidize these fees either as we want to provide the lowest possible prices for all of our participants.

For First Time user packages, deal site memberships, or complimentary session memberships the cancellation fee is in effect (Credit Based, Unlimited, or Free). Please read your membership terms and conditions for more information.
Check-In Sessions
What is a 1-on-1 Check-In Session?  

We track your progress; you see results. Getting the most out of your time at The Motion Room doesn’t necessarily mean working out longer or harder. The best way to improve your fitness and see results is to train at your optimum intensity level.

Every 90-120 days we recommend re-evaluating your body composition benchmarks, goals, and review your Personal Co-Training program or  boot camp training (4 Series) training as your fitness level increases to help you continue reaching your goals.

We have two different options for Check-In Sessions. We have our 30 Minute Express Check-In format or our full 60 Minute Check-In Session. Click here for more information.
General Membership Questions
How do credit (session) based memberships work?  

Credits are tied to monthly or weekly payments.  After making a payment, the sessions become available to book in your profile. Any unused credits for the week or month will carry over and be valid as long as your membership is active. 

Upon termination of the Agreement, any unused credits by the expiry date shall expire and will not be refunded. You do have an option to extend your after expiration. Please see below for more Credit Reactivation information under "Credit Based Membership Questions".

How do unlimited memberships work?

Unlimited memberships provide the most flexibility at The Motion Room. You have an unlimited amount of sessions. These credits are released upfront so you have the maximum flexibility with booking.

When I am on vacation can I get a program?

Yes, we will create a program for you based on the equipment you have available to you while on vacation. A programming fee of $49.99+HST applies for each program up to 4 weeks in length. This program will be on our Motion Room App and will contain images and videos explaining your program.

Complimentary Options: 

You may also take advantage of our complimentary programming options while you are on vacation. You are welcome to take any of your past programs (as long as you bring them back to us) or you may ask for a copy of our Active Rest “Dice” Workouts. 

All requests must be submitted online by clicking here to fill out our Vacation Programming Form.

What is the @ Home Membership Option?

We are currently in development with our Motion Room App for you to train with us anywhere no matter where you physically workout.

Can I do a short-term membership?

Yes. All of our memberships are short-term. We have options to suit everyone. We have month-to-month memberships, bulk credit purchases and “drop-in” rates. For those who would like to save more on their memberships options are available. 

Click here to purchase one of our starter packages.

Can I share credits with a friend?

Yes.  All session or credit-based memberships can be shared with a friend or family member. A One-Time Fee of $49.99+HST applies to each family member or friend added. Unlimited Memberships cannot be shared. Not applicable to First Time user starter packages, deal site memberships, or complimentary session memberships. 

All requests must be submitted online by clicking here or through your member login area by signing in to your member portal.

Can I refer a friend or family member?

Yes. We welcome all of your friends and family to try The Motion Room. By referring friends and family you can save more on your memberships.

Click here for our members referral program.
Credit Based Membership Questions
How are credits released on the credit-based membership?  

Sessions will release monthly or weekly depending on your membership and are directly tied to payments.

What happens if I need more credits on a credit-based membership?

With credit-based memberships we release credits monthly or weekly as they are tied directly to payments. If you find that you need more credits and would like us to take payments ahead of schedule so you can book please let us know. You can also purchase additional credits as drop in sessions, or you can upgrade your membership at any time. 

If you need assistance with the above contact us online by clicking here or through your member login area by signing in to your member portal.

Can I add a 1-on-1 Session to my Personal Co-Training or 4 Series Membership?

We recommend you BOOST your Personal Co-Training and 4 Series System memberships with a 1-On-1 Session Once per week.  

Click here for more information.

What happens if I have a build up of unused credits on an Active Membership?

At The Motion Room, we understand that life happens and at times you are unable to workout as often as you planned. 

If you are on a Credit-Based Promotional Membership we offer you a 30 Day complimentary freeze annually to help you catch up. During this time you can workout all month without paying any membership fees! 

If you still need more time after the 30 Days you are able to place your membership on freeze for a maximum of 90 days and still be able to workout at The Motion Room. During this period there is a $20+HST freeze fee per month. 

Note: These options only apply to Credit Based Promotional Memberships.

What happens if I have unused credits after my membership is cancelled?

At The Motion Room, once your membership becomes inactive so do your unused credits/sessions. 

You are able to Re-Activate these credits for a maximum period of 90 days or 30 days from the date of expiry. If you are on a Regular or Promotional Membership you can Re-Activate for a maximum period of 90 Days. If you are on a Month to Month Membership you can Re-Activate for a maximum period of 30 days. 

These credits/sessions can be Re-Activated for $2+HST per month / credit. 

Example: 

If you have 10 credits / sessions remaining on a Regular or Promotional Membership and you want to Re-Activate them it would look like this: 

10 credits X 3 Mos (90 Days) = 30 X $2 per Credit = $60+HST 

Click Here to request a Credit Re-Activation
Payment Options
What are my payment options?  

The Motion Room accepts cash, debit, Visa and Mastercard. Personal cheques and AMEX are not accepted forms of payment. 

Note: To take advantage of our interest free easy payment plan the only accepted method of payment is a valid visa or mastercard. 

Please read your membership terms and conditions for more information.

Do I have to pay in full?

At The Motion Room, there are no down payments or financing costs. All of our memberships are setup on an easy payment plan at no additional cost. Our memberships are setup on weekly or monthly billing.  Please read your membership terms and conditions for more information.

Can I pay monthly for my membership?

Yes, our memberships by default are setup on an easy payment plan (weekly billing) to avoid large down payments. Monthly billing can also be setup for you upon request. 

If you have more questions please contact us by clicking here or through your member login area by signing in to your member portal.    

Please read your membership terms and conditions for more information.
Membership Modifications
Can I freeze my membership?  

Yes. Memberships can be put on hold/freeze once per calendar year for up to 14 days complimentary. Additional freeze/hold options can be applied for $5 per week at a minimum of 2 weeks per request. Single week requests can be applied for $10 per week. Freeze fees are always paid up front. Memberships can be frozen for a maximum of 6 months. 

Requests must be submitted a minimum of 72 hours prior to the requested freeze date. If your payment has been processed before your request has been processed we will be unable to proceed with the freeze request. 

All requests must be submitted online by clicking here.  Memberships that are placed in hold/freeze status cannot be cancelled. 

Memberships cannot be placed on hold/freeze during the 90 Day Cancellation Period. 

Note: Unfortunately due to the nature of promotional memberships this service is not applicable to first time user starter packages, deal site memberships, or complimentary session memberships. 

Up for the FREE Freeze Challenge? 

If you are going on an extended leave (4 weeks or more) we challenge you to stay active, in return we will credit your freeze fees towards your upcoming membership payments. 

How it works: 

1) Set a time with us within 1 week before you freeze your membership for us to weigh you in. 

2) Return weigh in appointment to be made at your first weigh in. 

3) You will have 72 hours from the date in which your freeze ends to weigh in. 

4) If your weight is within 2 pounds of your before freeze weigh in your freeze fees will be complimentary. 

** If there are any date changes (freeze date modifications or weigh in date changes) from your initial membership freeze request the challenge is invalid. 

Can I Freeze/Hold/Extend First Time User or Deal Site Memberships? 

No. Unfortunately due to the nature of promotional memberships this service is not applicable to first time user starter packages, deal site memberships, or complimentary session memberships.

Can I share my membership?

Yes. Credit Based Memberships can be shared with friends or family. A Fee of $49.99+HST Applies to add them to your membership. This service is not applicable to Unlimited Memberships, First Time user packages, deal site memberships, or complimentary session memberships. 

All requests must be submitted online by clicking here or through your member login area by signing in to your member portal.

Can I transfer my membership?

Yes.  Memberships can be transferred to friends or family. A Fee of $49.99+HST Applies to each transfer.. This service is not applicable to First Time user packages, deal site memberships, or complimentary session memberships. 

All requests must be submitted online by clicking here or through your member login area by signing in to your member portal.

Can I upgrade / downgrade my membership?

Yes, we will be happy to assist you with upgrading or downgrading your membership. To provide this flexibility we ask that you maintain your current membership category for a minimum of 30 days in order to downgrade your memberships. 

All requests must be submitted online by clicking here

If you are on an Unlimited Membership you must cancel all your upcoming booking prior to submitting your request.  

If you are having difficulty please contact us through your member login area by signing in to your member portal. Alternatively you can click here to contact us.

Can I cancel my membership?

Yes, at The Motion Room we do not believe in locking members into long term agreements. You can cancel your Regular or Promotional Membership at any time by providing 90 days written notice. Your Month to Month memberships require 30 days written notice. Just as much as you put in the time to invest into your health, we do as well with the continuous development of your exercise program. It’s our pinky promise to committing to each other to reach your Health & Fitness Goals. 

Requests must be submitted in writing through your member login area by signing in to your member portal or you can click here to contact us. To successfully cancel your membership a completed Membership Cancellation Form must be received for your request to be complete. The Membership Cancellation Form will be sent to you within 48 hours of receiving your cancellation request. Note: Simultaneous downgrades and membership cancellations will not be accepted. You must remain in your Membership Category a minimum of 30 days prior to submitting a cancellation request. 

Please read your membership terms and conditions for more information.
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