Q. How do I join?
A. At this time we are only doing membership sign-ups at the club. You can locate the club closest to you by clicking on “Locations” and call ahead for an appointment or just stop by the club for a tour.
Q. Can I use all Urban Active facilities with my Membership?
A. Please refer to your Membership Agreement. Urban Active offers “All Club” memberships which grants access to all of our facilities or “Home Club” only access for those who love their local fitness center.
Q. I lost my key tag. What do I do?
A. If you lose your key tag please bring a recent photo ID to the front desk of your fitness center to obtain a new one. A $5.00 replacement fee will be assessed.
Q. Can I change my “Home Club”?
A. Please speak to the Customer Service Staff at your local facility it you wish to request a Home Club Transfer or Upgrade to All Club Access. Please note a fee may be associated with these requests.
Q. What are my payment options?
A. The Month to Month and Term memberships require billing to be on your account for recurring monthly payments. Please note your membership will be subject to a late fee if the payment is received after your Contract bill date.
Q. How do I update my billing information?
A. If you need to update your member billing information please visit your local Urban Active fitness center and speak to a manager. You will need to bring your new billing information with you to complete the update. Please note that it may take up to 30 days for your new billing information to be updated.
Separate Member Change Forms will be required for each membership you are paying for unless you are the main account holder for a Family Membership Plan.
Q. I have a Family Plan with 4 people and my child just left for college. Does this lower my rate?
A. Your rate does not lower when a Family Plan member cancels for any reason. If you have special circumstances, we always invite you to speak directly to your club manager.
Q. When can I cancel my membership?
A. Refer to your Membership Agreement for details or speak to your club manager to have them assist you through the cancellation process.
In situations in which you cannot come into the club because you have moved, have a medical issue or are being deployed via the military you may cancel a Paid in Full or Term Membership for move, medical or military reasons or by paying an early cancellation payment (buy-out). Forms for Move, Medical and Military cancellations are provided below for each state we operate in. Depending on your Membership Agreement, a fee may be required to process your cancellation request. Supporting documentation is required to process move/medical cancellation (See page 2 of Cancellation Form below). The effective cancellation date will be based on the date your cancellation/proof is submitted, not the date you stop using/attending the fitness center.
We recommend submitting your Move, Medical, and Military cancellation requests via certified mail to ensure receipt to:
Urban Active Member Services
1056 Wellington Way, suite 200
Lexington, KY 40513
Any other cancellation requests may be processed by visiting the club you signed up in. We further recommend retaining a copy for your records.
Q. What can I expect to happen after I submit a cancellation notice?
A. All cancellations (except move, medical, military and buy-out) are subject to a 30 day written notice policy prior to your next billing date. Depending on your Membership Agreement, you may be billed up to two more billing cycles. Your access to the facility will remain active until the conclusion of the final billing month. For more information please refer to your Membership Agreement or speak to the General Manager at your club.
Please note a cancellation fee may be required depending on your Membership Agreement in order to process your cancellation request. If this payment is not made at the facility it will be charged upon receipt by the corporate office.
Q. How do I contact Urban Active Customer Support?
A. You can call Urban Active corporate office at 1-877-824-3571 during office hours (Monday-Friday: 10am-4:30pm) or stop by your club and speak to your local management. You may also want to click on “Contact Us” and email our Senior Executives via our “We Care” Program. We always want to hear from our valued members!
Q. How can I get a Group Fitness Schedule for my location?
A. Schedules are posted at the clubs on the studio doors and are also available online. Click the “Class Schedules” tab on the top of this page and select your club.
Q. How do I enroll in Personal Training?
We strongly believe that your health and fitness is a great investment. Our personal trainers are the best in the industry! You can schedule a complimentary personal training orientation by visiting your club and speaking to your club’s Training Director or you can click on “Personal Training” on the top of this page and request someone to contact you via phone or email.
Q. At what age can my child join me on the workout floor?
A. Children 12 years and older are able to work out in the facility with guardian supervision.
Q. When can I cancel my Personal Training Agreement?
A. Refer to your Membership Agreement for details. Generally, you may cancel a Paid in Full or Term Personal Training Agreement for move, medical and military reasons or by paying an early cancellation payment (buy-out). Depending on your Membership Agreement an administrative fee may be required to process your cancellation requests. Supporting documentation is required to process move/medical cancellation. The effective cancellation date will be based on the date your cancellation/proof is submitted, not the date you stop using personal training services. If you have any questions feel free to speak to your club’s Training Director or contact our corporate office during business hours at 1-877-824-3571. We are happy to assist you any way that we can!
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