FAQ & POLICIES
General Information
Thank you for reviewing our General Policies and Procedures; we want to ensure that you have the best possible experience during your time with us.
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Sign In
Whether you're joining us for a gym workout or a group fitness class, please ensure you check yourself in using either the key card scanner, the manual sign in clip board or the class iPad located on the wall as you enter class.
Indoor Shoes
Please remove outdoor shoes upon arrival and bring clean indoor gym shoes with you for your workout.
Lockers
We are happy to provide lockers available for day-use in our change rooms and additional cubbies in the gym area as well as in the mezzanine level for personal belongings. Please refrain from bringing jackets, purses, gym bags or un-necessary extras onto the weight room floor or Cycle studio floor to prevent tripping or clutter.
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Please bring your own lock with you and remove upon departure.
Attire
Athletic attire and running shoes are required. No open-toed shoes or street wear such as denim jeans on the weight room floor.
Some classes, such as Mat Pilates and Barre, you may choose to participate with your bare feet or grip socks are recommended.
If you're joining us for a Cycle class, clip-in shoes will be provided.
Etiquette
Please put away equipment neatly the way you found it.
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Wipe your station and equipment after use.
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Please take phone calls outside.
Be respectful of others space.
No dropping/slamming weights or loud grunting.
Parking
Complimentary parking is included in our Gym & Class Pass Memberships. Parking is available anywhere on the Penticton Lakeside Resort designated parking area or any of the three levels of the parkade. If you require a parking pass, please visit our front desk.
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Please do not park in loading zones, cab parking or fire lanes.
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For The Studio at 42 Westminster Ave. W parking, it is regular downtown parking.
Showers
Both of our gym change rooms are equipped with two showers each. Shower towels available at our front desk for rental if you forget to pack yours.
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Complimentary sweat towels available upon arrival at our front desk.
Lost and found
We are not responsible for any lost or stolen property. Please leave valuables at home or lock them into a locker during your workout. Any items that may get left behind will be held in our lost and found bin for two weeks, at which point they will be donated.
First Time Class Visit
We are excited to welcome you into one of our two studios to experience your first class with us.
Sign In
If you haven't already done so, create an account by downloading our PURE APP or by visiting our front desk. Once you have your account set up, you'll be able to conveniently manage your account, book classes, purchase passes, cancel classes and see all of your upcoming bookings.
What to bring
Just you, indoor running shoes and a water bottle is all you'll need. Both of our studios have a filtered water bottle filling station.
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Wear comfortable clothing that you can easily move in.
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Some classes, such as Mat Pilates and Barre, you may choose to participate with your bare feet or grip socks are recommended.
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Complimentary sweat towels provided.
When to arrive
For your first few visits, please arrive 15 minutes early to ensure we can provide you with an orientation and get you thoroughly set up, get settled and catch the trainers demos.
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Please inform your instructor of any injuries or concerns you may have to ensure we can best provide you with modifications during class if needed.
Intro offers
The best way to start your journey with us, is by trying our two week trial unlimited class pass. We recommend this pass so that you can try as many different modalities as you'd like over those two weeks.
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Memberships & Class Passes
We have a variety of Class Pack and Membership options for you to choose from, we are happy to help select the best suited option for your needs.
Purchasing a pass
If you haven't already done so, create an account by downloading our PURE APP or by visiting our front desk. Once you have your account set up, you'll be able to conveniently manage your account, book classes, purchase passes, cancel classes, renew your gym membership and see all of your upcoming bookings and sessions.
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You may also visit us in person to get set up as well as receive a tour of our facility.
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Signing up for classes
We program our class schedules for 3-4 months in advance, at that time you're able to sign up for as much or as little as your pass allows.
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We encourage you to pre-register to ensure you get in to your favourite classes and times..
Instructor schedules
Instructors schedules change from time to time and are subject to change without notice. For most up-to-date schedules, please visit our website or your PURE app.
Text/Email notifications
Please make sure you have your text and email notifications turned on to receive any account updates, class confirmations and to be notified when you make it off the waitlist for class.
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Please contact our front desk if you are not receiving confirmation emails or texts.
Late payments
To avoid late payment penalties, NSF fees or a frozen membership, ensure your payment details and information are up to date in your account.
Refunds
All sales are final​ and non-refundable.
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Class passes and personal training sessions may be transferred to another member, however memberships may not.
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Gym memberships and unlimited class passes may not be transferred, paused or frozen.
Minimum age
The minimum age requirement in the gym is 16. Persons under the age of 16 are required to complete an orientation with one of our trainers. This way we can ensure proper form, technique and go over equipment and facility safety. This is going to set them up for success.
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All persons under the age of 18, must have an additional waiver completed by a parent or guardian before their first workout or class.
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Late Policy, Class Cancellations & Waitlists
Thank you for helping us make sure things run as smoothly as possible.
Late arrival
To ensure the safety of our clients and all others in class, we do not allow late arrivals.
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Classes start on time, please arrive early to ensure you have time to set up, get settled and receive any set up instruction from your coach.
Late cancellation
To avoid losing a flex pass or incurring a late cancellation fee, please cancel prior to the 12 hour cancellation window.
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The easiest way to cancel your booked class is by using your PURE app. Alternately, you may call, email or text us if you are unable to access your app.
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If you cannot make if for your personal training session, please contact your trainer directly. A late cancellation may results in a lost session at the trainers discretion.
Waitlists
Occasionally you may see a waitlist, we highly recommend adding yourself to the waitlist. The class roster tends to move a lot and we can most often get you into all of your desired classes.
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An active class flex pass or class membership is required to be added to a waitlist.
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If you've added yourself to a waitlist and your plans change, please remove yourself from the waitlist. All classes have a 12 hour cancellation policy, if you make it in from the waitlist during that time, the late cancellation policy does still apply if you do not remove yourself prior.
24 Hour Gym Fob Holders
24 hour fob holder policies.
24 hr access
All active gym members have the option of purchasing the 24 hour access key fob for an additional one-time fee of $75+ tax.
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Fobs are non-refundable and non-transferable.
Entry
Every fob is unique to each member. You may not share your fob with others. Each member must swipe their own fob upon entry. Allowing in members without their own fob or non-members will results in fob de-activation.
Missing fob
If you misplace or lose your fob, you may purchase a replacement fob.
Misuse and termination
Misuse or abuse of our fob holder policies will result in an immediate membership termination without refund.
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