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!

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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, [email protected], 617-859-7700

Cambridge General  Manager: Meg Negron, [email protected], 617-497-4454

Coolidge Corner General Manager: Robin Wilson, [email protected], 617-731-3030 x5556

Chestnut Hill Assistant General Manager: Karen Stasel, [email protected], 617-383-6100

AUTOBILLING

WHAT IS AUTOBILLING? HOW DOES IT WORK
Your membership dues are billed electronically directly to your credit card or checking account. This process occurs automatically. 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 billing cycle.

I NEED A RECEIPT OF MY BILLING FOR REIMBURSEMENT PURPOSES. HOW CAN I RECEIVE ONE?
All purchases and payments 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.

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.

UPGRADES, DOWNGRADES AND TRANSFERS

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.

PRICE INCREASES

HOW MUCH NOTICE WILL I RECEIVE BEFORE A PRICE INCREASE?
The Center hereby reserves the right to increase rates at any time upon providing notice of such increase to Member not less than thirty (30) 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 dues. In addition, center may in increase dues up to 5% as of January 1st of each year without notice.

FREEZING A MEMBERSHIP

WHAT ARE MY OPTIONS IF I WANT TO SUSPEND MY MEMBERSHIP FOR PERSONAL REASONS?

Memberships that bill monthly, have the ability to freeze 1, 2 or 3 months;
Power Tribe, Club Crush and BOS360 members, which bill bi-weekly, may also freeze their membership for 12 weeks in a calendar year for personal reasons.

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 on membership billed monthly or 26 weeks on memberships billed bi-weekly. Another note must be provided for additional time. There is no monthly fee for this freeze; however, locker charges will continue throughout the freeze.

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 on membership billed monthly or 26 weeks on memberships billed bi-weekly of the freeze. To extend it beyond this 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. The end of your membership must be active.

PAST DUE BALANCES

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.

CANCELLATION POLICY

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, please refer to the specific terms in your membership agreement.

BUT I HAVE NOT USED THE CLUB IN MONTHS? CAN YOU JUST CONSIDER THAT MY 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 notice starts as soon as we are notified and is not retroactive.

WHAT IF I HAVE MOVED?
We can waive the 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 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 DO YOU HAVE FOR CANCELLATION WITHOUT THE NOTICE?

We do have a Transfer Program in place that could allow you to have part of the 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 $200). If your friend joins, we would cancel your membership effective the day that her membership begins. 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.

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