Billing FAQ

This section is to help answer commonly asked questions regarding memberships and billing at Healthworks.

Many billing related requests, such as updating payment method, updating address or receiving a copy of your contract, check in history or receipts can be addressed though our Member Portal or Smart Phone App.  Please sign up for an account and give it a try 24×7!

App download from itunes.

App download from Google play.

If you are not able to obtain the information you need from our member portal or have a billing question that is not listed below, please contact one of the following:

Back Bay General Manager, Sarah Mahoney, 617.859.7700

Cambridge General Manager, Meg Negron, 617.497.4454

Coolidge Corner General Manager, Robin Wilson, 617.731.3030 x5556

Chestnut Hill Assistant General Manager, Crystal Robinson, 617.383.6100

 

Autobilling

What is autobilling? How does it work?
I need a receipt of my billing for reimbursement purposes. How can I receive one?
My address has recently changed. How can I update Healthworks?
What if I want to change the credit card or checking account information?
Will my credit card work for auto billing if the numbers have changed, even though it’s the same credit card?

Upgrades, Downgrades and Transfers

What if I decide to switch from non-prime time to prime-time (or vice-versa)?
How would I transfer to another Healthworks club?
Can I use the other Healthworks clubs?

Price Increases

How much notice will I receive before a price increase?

Freezing a Membership

What are my options if I want to suspend my membership for personal reasons?
Do I have more options if I have had an injury or am feeling ill?
Do you offer a maternity freeze?
Will my freeze automatically end or will I be notified first?
What if I have frozen my membership, but then decide to cancel it?

Past Due Balances

What if I did not allow enough available funds in my account for my monthly dues?

Cancellation Policy

How do I cancel my membership?
How much notice do I have to give to cancel my membership?
But I have not used the club in months? Can you just consider that my 60-day notice?
What if I have moved?
What if I am ill or injured?
What other options to you have for cancellation without the 60-day notice?

Statement About the Contract and Policies

What is autobilling? How does it work

Your membership dues are billed electronically each month directly to your credit card or checking account. This process occurs automatically on the first (1st) of each month or shortly thereafter. Center also reserves the right to amend the date on which monthly dues are due and payable. The center reserves the right to change third party EFT and credit card draft vendors without affecting the terms of the agreement. The center reserves the right to draft all amounts owed by the member by any EFT or Credit Card accounts provided to the Center unless the member explicitly revokes authorization to use an account. Changes submitted within 5 days of a billing cycle may not be reflected until the following billy cycle.

I need a receipt of my billing for reimbursement purposes. How can I receive one?

All purchases and payments made after November 8, 2014 can be reviewed, downloaded or printed from our member portal. Please log in and navigate to the “My Payment History” page in the My Account section to see more. If you need receipts prior to 11/8/14, please contact us, contact information is listed on the top of the page. Please allow 10 business days for your receipt request to be processed and sent to you.

My address has recently changed. How can I update Healthworks?

It is very important to update us with any address changes because we frequently send out important mailings from our billing office. You may update your personal information by logging into our member portal and navigate to the My Personal Info page under the My Account section.

What if I want to change the credit card or checking account information?

You may make a payment or update billing information though our member portal. Please log in and navigate to the “My Billing Info” or “Make a Payment” page under the My Account section.

Will my credit card work for auto billing if the numbers have changed, even though it’s the same credit card?

Healthworks has an agreement with some banks where they will automatically update card number and/or expiration dates for reissued cards by we recommend you update your billing information with us anytime you receive a new card to avoid any late fees.

What if I decide to switch membership type?

Please visit the front desk or a membership adviser at any of our clubs and they have a form you can fill out to switch your membership type.

How would I transfer to another Healthworks club?

Please visit the front desk or a membership adviser at any of our clubs and they have a form you can fill out to switch your home club.

Can I use the other Healthworks clubs?

To enjoy any other club you must upgrade your membership to an all-club membership. You will need to fill out paperwork at your home club. Your home club is the club that bills you for your membership dues and should be the club you are primarily using.

How much notice will I receive before a price increase?

The Center hereby reserves the right to increase monthly rates by an amount not exceeding an increase of 5% on January 1st of each year. In addition, the Center may increase dues at any time other than January 1st, but only upon providing notice of such increase to Member not less than sixty (60) days prior to the effective date of the dues increase. Notice by electronic mail to a Member’s registered email address shall be deemed adequate notice of any increase in monthly dues.

What are my options if I want to suspend my membership for personal reasons?

You may freeze your membership for 1, 2 or 3 months, but only once per calendar year. The freeze must be in 1-month blocks and start on the first day of a month and end of the last day of a month. Access to the club is suspended and the monthly fee is reduced to a $30 charge per month. Locker charges will continue during the freeze. Personal freezes are never retroactive. Your freeze form must be billed out by the 25th of the month to start on the 1st of the next month. If you have any other recurring services like Kids Club, Massage or Training, please request those to be frozen also.

Do I have more options if I have had an injury or am feeling ill?

When a freeze is also accompanied by a physicians note you may suspend your membership up to six months. Another note must be provided for additional time. There is no monthly fee for this freeze; however, locker charges will continue throughout the freeze. Your freeze form must be billed out by the 25th of the month to start on the 1st of the next month.

Do you offer a maternity freeze??

Yes! There is no monthly fee for this freeze, and it does not require a doctor’s note for the initial 6 months of the freeze. To extend it beyond the initial 6 month period, a doctor’s note will be required.

Will my freeze automatically end or will I be notified first?

Your freeze will automatically run for the time period requested. You must inform us in writing if you are not ready to return to the club, otherwise the membership will automatically reactivate, without notification, once the freeze concludes.

What if I have frozen my membership, but then decide to cancel it?

Any membership cancellation cancels the freeze. Your last 60-days of membership must be active.

What if I did not allow enough available funds in my account for my monthly dues?

The balance will show up when you check in and you will be sent a bill. You must pay your balance at the Front Desk of your home club or online through our member portal. All credit card declines and checking returns are assessed a $20 fee.

How do I cancel my membership?

You must go to the Front Desk of your home club and fill out a cancellation form. If you cannot physically get to the facility, you may also mail a letter requesting a cancellation. But, you must send it via certified mail. We request certified mail to ensure you receive proof of your cancellation. All cancellations must be sent to Healthworks Corporate Office, 137 Newbury St., 5th Floor, Boston MA 02116, Attention Billing. Cancellations are never taken over the phone.

How much notice do I have to give to cancel my membership?

You may cancel your membership within three business days of your join date and receive a full refund as per Massachusetts General Law. Please refer to your membership contract for more details. After three days, we require a 60-day notice from the next billing date*. In other words, if you fill out a cancellation form on March 20, you will be canceled 60 days from the next billing date, which is April 1. Assuming you paid your last month deposit when you originally joined, your final billing date for membership dues would be on April 1 and your expiration date would be May 31. If you did NOT pay your last month deposit, your final billing date for membership dues would be on May 1.

*12 month AB members must be active members (freeze time does not count as active) for a full 12 months before the membership may be canceled. A 60-day cancellation notice is still required.

But I have not used the club in months? Can you just consider that my 60-day notice?

Non-use of the facility does not constitute a cancellation. You must monitor your own attendance and cancel the membership if you do not wish to remain a member. The 60-day notice starts as soon as we are notified and is not retroactive.

What if I have moved?

We can waive the 60-day notice if you provide us with official proof that you have moved greater than 25 miles from any of our Healthworks locations. This is effective the day we receive proof or the day you are moving, whichever date is later; it is not retroactive. Moving proof includes a copy of a job offer letter, lease agreement, utility bill, school acceptance letter, etc. with your name, new address and indication you have moved on it.

What if I am ill or injured?

We can also waive the 60-day cancellation notice if you can provide a note from your physician indicating that you need to cancel your gym membership due to medical reasons.

What other options to you have for cancellation without the 60-day notice?

We do have a Transfer Program in place that could allow you to have part of the 60-day cancellation notice waived (or the 12 month obligation if you have the 12 month minimum membership) and also earn a $50 bonus payment (no bonus payment for 12 month obligated members). When canceling your membership ask for a transfer certificate from the club (or if you mailed a cancellation letter, request the certificate in your letter).

Simply give the certificate to a friend or family member that would like to join Healthworks with no initiation fee (a savings of approximately $150). If your friend joins, we would cancel your membership effective the day that her membership begins. We would refund any amount due to you (the rest of that current month, your last month deposit if paid and bonus payment if applicable) within 30-days. The program is only valid if someone joins Healthworks using your certificate by the date your membership is schedule to terminate.

Statement About the Contract and Policies

The provisions of the contract that deal with cancellation are stated according to Massachusetts General Law. Your contract is very important. Not only is it legally binding, but also it details all of our policies. Please read it carefully. Do not sign it if you do not agree with or understand the policies it includes. If anything is unclear, ask your membership representative. Periodically refer to its contents. You hopefully will remain a member for a long time, and you may need to be refreshed from time to time. Please do not hesitate to ask any of our staff if you have questions.