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Billing FAQ

This section is to help answer commonly asked questions regarding memberships and billing at Healthworks.  If your billing question is not listed, please contact the Healthworks Billing Department at (617) 859-8700.

Autobilling

Upgrades, Downgrades and Transfers

Price Increases

Freezing a Membership

Past Due Balances

Cancellation Policy

Statement About the Contract and Policies


What exactly is auto-billing? 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 of each month or on the next business day if the first of the month falls on a Sunday or a holiday.

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

We can provide a receipt for you if you do not want to use your account statements.
To request a receipt please fill out a request online here. You may also call our corporate office at 617-859-8700. Please allow up to 10 days for your receipt request to be processed.

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 change your address at the front desk or on our website here.

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

Simply come into the club and drop off a voided check or new credit card information at the front desk or call the billing office at (617) 859-8700. New billing information should be dropped off by the 26th of the month to affect the billing on the first of the next month.

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

No! You must inform Healthworks if your credit card number or expiration date changes. To avoid late fees and check-in problems at the Front Desk, please update your information at the Front Desk or by calling the billing office at (617) 859-8700. Remember—your card will not go through if you do any one of the following:
• Report your credit card lost/stolen
• Your card expires and you are issued a new card
• Your expiration date changes and the card number remains the same
• Your bank merges with another and changes your credit card account.

What if I decide to switch from non-prime time to prime-time (or vice-versa)?

Complete an upgrade form at the club’s Front Desk. There is a one time fee of $10 to transfer to a new Healthworks location.
*Not available at all Healthworks locations.

How would I transfer to another Healthworks club?

You must go to the Front Desk of the club you are intending to transfer to and fill out a new contract, auto-billing contract, and a transfer form. Your dues will change to that club’s current rates. There is a one time fee of $10 to transfer to a new Healthworks location.

Can I use the other Healthworks clubs?

To enjoy any other club you must upgrade your membership to an ‘all-club’ or ‘urban’ membership (‘urban’ includes Back Bay, Brookline, Cambridge, and Salem locations only). You will need to fill out paperwork at your ‘home’ club and will be subject to a one time charge of $10 upgrade fee. Your ‘home’ club is the club that bills you for your membership dues and should be the club you are primarily using.

How long is my current rate guaranteed?

Your rate is guaranteed one year from your join date. It is also only guaranteed one year from your original join date when you upgrade or downgrade.

How much notice will I receive before a price increase?

We will provide you with written notice 60 days before we increase your rate. We will mail written price notifications, so be sure to update your address after any moves. You may do this at the Front Desk or on our website: http://www.healthworksfitness.com/address.htm

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. Access to the club is suspended and the monthly fee is reduced to a $10 charge per month. Locker charges will continue during the freeze. Personal freezes are never retroactive. If your freeze form is filled out after the 26th of the month, it will not be in our system in time for the billing. We will credit you the next month, but you must expect the full membership charge for the upcoming billing.

12 or 15 month AB members:
Freeze time is not counted toward 12- or 15-month obligation time.

Students on AB may freeze twice per calendar year:
One month during holiday break and four months during summer break.

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

When a freeze is also accompanied by a physician’s 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.

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 once the freeze concludes. We will send a courtesy reminder email, but we must have your current email address in our system. It is a courtesy email- we are not responsible if it is not received. You may update your email address at the front desk of the club or by emailing us at billingmgr@healthworksfitness.com.

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 mail a payment to the corporate office (137 Newbury St., Boston MA 02116, Attn: “Billing”). All credit card declines and checking returns are assessed a $15 fee. For past due balance questions or concerns please call billing at (617) 859-8700. Please keep us updated on your address; you may change your address at the Front Desk or on our website: http://www.healthworksfitness.com/address.htm

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.., 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 (most members have), 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 or 15 month AB members must be active members (freeze time does not count as active) for a full 12-15 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, etc. with your name and new address 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 or 15-month obligation if you have the 12 or 15-month minimum membership) and also earn a $50 ($40 bonus payment for Salem members) bonus payment (no bonus payment for 12 or 15-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.

A Statement about the Contract and Healthworks 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. For billing questions call (617) 859-8700 or email billingmgr@healthworksfitness.com. You may also visit our website at www.healthworksfitness.com for more information.

 

 

 

 

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