Question 1

Enrollment & Flexible Cancel: Joining options and cancelling my membership

Accepted Answer

SPC - Monthly Open Enrollment – Join the first month or for a promotional period then go on auto-pay monthly through credit card billing thereafter.
SPC - Paid in Full options (PIF) – Pay for the full year up front, All payment methods accepted. 
PC Membership – Join the first month or for a promotional period then go on auto-pay monthly through credit card billing thereafter.
Cancellation –
Annual PIF Plans - One month notice plus one month cancellation fee.
Monthly auto-pay (SPC or PC) Plans - One full month (billing period) notice to cancel or downgrade your plan.
In Season SPC - 5 week minimum enrollment, one full week notice
How? Request cancel with written notice - online through member portal (delete icon next to membership) or send an email to info@aqstrong.com. 
SPC Class Packs – Pay for a set number of classes with an expiration date to use them 1 week per class. Expiry dates are strictly enforced!
Personal Coaching Packs – Pay for a set number of classes with an expiration date to use them 1 week per class. Expiry dates are strictly enforced!
Note: There are no refunds for Class Pack options.
Start Date -- we allow up to 7 days delay to your start date.  Please confirm with us when you purchase your plan so we can make the appropriate adjustment.

Question 2

What are the universal membership benefits?

Accepted Answer

All Personal Coaching (PC) and Semi-Private Coaching (SPC) Membership plans include:

Athletic Score / Assessments: AQ Strong provides a wide range of assessments relevant to your progress and has a unique Athletic Score you can track and improve in. We are able to personalize the assessments that are relevant to you, from highly specialized to comprehensive understanding.

Lumin Athlete App – Full Technology Suite with detailed training, tracking, performance reports, feedback and direct coach communication all included.  Lumin Sports is a leading Athlete Management System used by professional sports and performance organization world-wide.
 
Exclusive Rates – PC and SPC members can personalize their membership with exclusive rates for Personal Coaching and Semi-Private Coaching as well as the All Access top up. Build the best plan for your needs, train how you like.

No Expiration Dates! Any top up service you purchase will never expires as long as you keep an active PC or SPC membership going with us. This includes Personal Coaching or SPC Class Packs.

AQ Strong Athlete Community -- We are building Hong Kong's strongest network of athletes and coaches. We also love hosting all types of activities, special events, workshops and teams that compete for fun and to win. Hyrox, basketball, track and field, ice hockey, Senior Tea Time and so much more. We love sport, we love fitness and we love the feeling of being an athlete - all it takes to join in is the same mindset.

Easy Holds and Cancellations -This may seem odd to list as a benefit, but so many places make it complicated and hard when you need to stop for some reason. We don't. We offer 6 weeks of hold time per year and only one month notice if you have to cancel. We want to inspire you to keep training and improving, but sometimes life has other plans and we understand.

*Note: SPC Class Packs and Personal Coaching Packages are not considered memberships - only the weekly, monthly and annual plans are.

Question 3

Personal Coaching Memberships basics

Accepted Answer

Our PC Membership is a unique approach to coaching and training. It's perfect for anyone who wants the maximize the benefit of working with a professional Performance Coach with full flexibility. Here is how it works:

Monthly Personal Coaching program - You will have an exclusive Personal Coach that looks after all your programming and training activity. This is your guide by the side that helps you plan and execute your training.  A dedicated coach means you will have someone fully invested in your progress.

Coaching Guidance -- We pride ourselves on the professionalism and expertise of our coaching team. Your personal coach will be your primary guide in your training experience with us and oversea all of your training activity.  This includes training you may do by yourself, one on one with any of our coaches and tracking your Semi-Private Coaching activity as well. Every PC members gets one session monthly with their Personal Coach in addition to the communication and programming.

Lumin Sports Technology -- You will have your own athlete account where we will track your progress, record all of your training activity and assign programs and classes that are best for you. Your Personal Coach can see all of your training activity - no blind spots. 
*Your Programs live here
*Your Training Record lives here
*Your Tracking, Trending and Performance Reports live here
*Your Coach Communication lives here
*Integrations live here too! Polar, Training Peaks, Garmin, Whoop, Oura.

Personalized Assessments - Our Elite athlete environment means you will have access to a range of special assessments with professional coaches who can interpret them. We can develop and track exactly what is important to you. No gimmicks, evidence based and science backed standards which align with your purpose.

Exclusive Personal Coaching and SPC Rates with no Expiration -- We make it easy to add the sessions you need, one on one (PC) or Classes (SPC) as well as any in-house therapy. Just top up your package and exclusive rates not available to guests and no worry about expiration dates.

All Access Benefits -- We also make it easy to get your self-training in with our All Access benefit. Our Coaching team will typically also assign training you can do yourself including special conditioning, micro-dosing, active recovery and regular training days. Because our environment is built for the full spectrum of athleticism from movement quality to athletic expression you can dial in your training to exactly what you need, when you need it.

Question 4

SPC Class Credits: How many do I get and how do they work?

Accepted Answer

SPC 8 – Get 8 Class Credits per month at Monthly rate – Top up each additional class at $240 / class paid at time of booking
SPC 14 – Get 14 Class Credits per month at Monthly Rate – Top up each additional class at $240 / Class paid at time of booking.
SPC Premiere – Receive unlimited (2x daily) class credits to use per month, no additional top up needed.
Class Packs – Class packs can use 1 credit per class.
In-Season -- Single session per week for athletes that are in their season - Top up each additional class at $275 / Class paid at time of booking.

Question 5

Which SPC Classes can I book?

Accepted Answer

– All SPC Classes are available for booking with your SPC Credits.  
SPC Class Descriptions 
Senior SPC – Our specialty Senior Semi-Private Coaching program for Senior Citizens. Your Senior SPC class credits are only valid for Senior SPC.
Youth (DI / DII) – Youth SPC Class Packs are exclusively for use in our DI and DII Youth Class sessions.

Question 6

Booking & Cancelling Classes: How do I book and what happens if I cancel a class?

Accepted Answer

Booking – you can book directly online but we recommend you download the Gymmaster App and book through SCHEDULE on the app.
 
Booking in advance – Members with valid credits can book up to two weeks in advance. Please note that monthly memberships issue new class credits on the monthly anniversary date. Once monthly credits are exhausted a top up per class is required for In-Season, SPC 8 and SPC 12. 
 
Cancellation: Cancellation six (6) hours before the class start time are returned to your account. Cancellations within the six hour window or no show to class are charged as if attended. Sessions can be cancelled directly in Gymmaster App under bookings.

Question 7

SPC Trial Sessions: Which sessions could I Join?

Accepted Answer

– SPC Trials are valid for any one signature SPC Class or Specialty Class. Please contact us if you would to discuss which class is best for you.
 
Limitations – SPC Trials are non-transferrable, non-renewable and have no cash value. Limit use one per customer and may not be combined with any other offers or memberships. Expiration dates are at the discretion of AQ Strong.
 
Cancellation: Cancellation six (6) hours before the class start time are returned to your account. Cancellations within the six hour window or no show to class are charged as if attended.

Question 8

Can I change my monthly plan? (Upgrade or Downgrade)

Accepted Answer

– SPC Athletes on a monthly billing cycle do have the option to switch their memberships. There are some important points to remember
 
Advance Notice – We require one month notice for any adjustments and cannot make any changes mid-billing period. 
 
Available Price -- Membership Changes will always be at the current available pricing members are eligible for. We cannot change to any historic memberships which are no longer offered, nor switch to any promotional pricing past or present.
 
Uninterrupted Billing: Upgrades and downgrades must be on continuous billing. Any interruption in billing is considered a cancellation and will be suject to rejoin fees and current normal rates.  Promotional rates are available for new join members only and not for cancellation and rejoin members.
 
Class Packs: Switching to a class pack is considered a cancellation of membership and will be subject to the same cancellation terms.

Question 9

All Access / Open Gym: What is it and how do I add it?

Accepted Answer

All Access add-on provides you with access to our Athletic Wellness Studio and Open Gym hours. All Access is offered at exclusive monthly top up rates to our SPC and PC Members. All other individuals are considered guests and may use All Access at Daily or Weekly Guest rates below.
SPC Premiere members get All-Access add-on included with membership.

Athletic Wellness Studio - our all-day training space where you can train yourself, with a friend or with your Personal Coach. Open during all AQ Strong operating hours.

Open Gym -- All other training areas of the club including the Turf, Strength Zone, Weightlifting zone and a Rig area. Open Gym hours are available during off-peak hours and when not otherwise in use for SPC, teams or for specially reserved activities.
All Access membership comes with unlimited use of the Athletic Wellness Studio and

Open Gym hours with the following requirements:
*Booking and Check-In required
*Open Gym hours subject to change, please refer to our schedule.
*Athletes are responsible for proper etiquette and care of the training area and for other athletes training.
 
Guest Daily Drop In: $150 / Day
Guest Weekly Rate: $500 / Week

Question 10

Club Check-In.

Accepted Answer

Check In hours are based on membership and service –

Peak Hour Check In – Any SPC member can check in during peak hours for their class. Peak hours are any hours in which SPC classes are scheduled.

Class/ Service Check In – Anyone with a valid service can check in to the club provided they have already booked their service in our club app (Gymmaster)
 
All Access / Open Gym Check In – Requires an  add-on membership to check into the club and book to use either the Athletic Wellness Studio or open gym areas.

Question 11

Memberships on Hold: Can I freeze or pause my membership for any period?

Accepted Answer

Yes! Monthly and Annual memberships (SPC 8, SPC 12 and SPC Premiere, In-Season) can go on hold up to maximum of 6 weeks with a hold fee of $250 per hold request. Memberships will be credited for equal time of the Hold period. Holds can be applied directly through app or member portal no less than 3 days before the next billing cycle and cannot be enacted retroactively. Billing and benefits will resume when membership is off hold. Members can freeze a maximum of 6 weeks per annual membership period though it is possible to request up to 3 holds per year not exceeding a sum total of 6 weeks. For any other special Freeze requests (medical) please contact our team to assist.

Question 12

Medical Freeze: What if I am injured on not able to come due to medical complications?

Accepted Answer

We will place your membership on hold free of charge with medical documentation. However, since one key service of athletic development is ‘return to play’ programs, we would like to see if we can make special arrangements to help your recovery back to full health and offer alternate options. Once you are cleared by your physician your billing will return to normal.

Question 13

Healthy Club Environment: What we are doing

Accepted Answer

Air Quality – We have UV-C Filters installed in our AC system and multiple HEPA Air Purifiers throughout the center.  
Air Flow & Exchange – In addition to have an open and spacious club with high ceilings, we also have installed mutliple HVLS Fans to increase air circulation and exchange. We also have direct access to outside and open our doors when outdoor air quality is good.
Disinfection – Regular Post-Use Disinfection with Numatic Spray Cleaner and plenty of disinfecting wipes and gels available for every use disinfecting.
Behavior Rules -- We seek to create a welcoming environment at AQ Strong where all athletes are accepted. We ask each person to follow our Good Athlete Guidelines to respect oneself, each other, the training facility and our coaching team.

Frequently Asked Questions