Best Melbourne Gym Membership Options | South Pacific Healh Clubs
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DIRECT DEBIT PAYMENT SYSTEM FAQs

From November 2020, we have commenced using “Quickpay” as our payment gateway provider, and their member management software, “GymVue”, to ensure Members have better access to digital services (such as On Demand and Live Classes) and to ensure our Members’ information continues to be managed appropriately into the future.

How does this change benefit our clubs and our Members?
  • Our software has been updated through-out our clubs allowing the clubs and Members more flexibility
  • Our Direct Debit Payments will now be processed through “Quickpay”, a PCI Level 1 DSS compliant and trusted payment gateway provider
  • We will now have real time credit card payments, giving you a quicker, up to date transaction response
  • You will now have the option to store multiple payment methods on your account
  • You will now be able to manage multiple memberships in one place
  • You can contact Quickpay at any time to fix up any overdue amounts on 1300 659 537
What does this mean for you as a Member?
  • You will have access to an intuitive Member Hub to make updates to your membership
  • Your membership plan will automatically sync with our App for bookings, On Demand Classes and Live Streamed Classes
  • A failed payment fee of $17.50 will apply to failed direct debit payments
What do you need to do?
  • Absolutely nothing, this change will happen automatically
  • You will now see “Quickpay Pty Ltd SPHC” on your bank statement or “QKP*South Pacific Heal (Club Location)” for debit/credit cards
  • You continue to enjoy our Club as usual, with more digital options

If you have any questions please contact our friendly team at any stage and we will be more than happy to assist. Click Here to view Our Privacy Policy.

FREQUENTLY ASKED QUESTIONS

Can I put my membership on hold?

Yes, Members have the option to suspend their membership for a maximum of 8 weeks per 12 month period in fortnightly blocks. All requests must be completed in person or online via the Member Portal.

Do you offer casual visits?

We sure do! Casual visits give you access to all of our facilities excluding Reformer Pilates & Altitude classes.

How do I cancel my membership?

You will need to visit your home club to request cancellation in person or send a request online via the Member Portal. Please refer to the terms and conditions on your original membership form for more information or click here.

My bank details have changed, how do I update these?

You can update your bank or credit card details at any time via the Member Portal or by completing the following online form: https://southpacifichc.formstack.com/forms/update_membership_details. You can find our privacy policy at: https://www.southpacifichc.com.au/privacy-policy/

Alternatively you can update your bank details in club at reception.

My direct debit payment has not been successful. What happens now?

Please provide updated account details at your earliest convenience, should they have changed, and make payment so that your access is not interrupted. Our debit provider will charge a $17.50 failed payment fee for all failed payments.

How do I book a class?

You can book our group fitness classes through our SPHC app, which is free to all our members. Click here for more information.

What if I lost my membership tag or access card?

You will need to purchase a replacement tag / card from our reception team.

What if I leave personal property at the club?

Please contact our customer service team at reception if you have lost an item and we will check if it has been handed in. We cannot be held responsible for any lost items.

Do I have to have a membership to use the pool facilities?

We offer casual day passes to use the pool or you can buy a pack of pool card passes – please contact our customer service team for more details on pricing or click on the below link for more information: https://www.southpacifichc.com.au/st-kilda-sea-baths/

Can my children wait for me in the members’ lounge while I workout?

Unfortunately no, children cannot be left unattended in our clubs. However we do offer under 18 memberships. Please contact customer service for more details.

Can I train if I forgot my towel?

Unfortunately if you have forgotten your towel, you will be unable to use the facility unless you hire or purchase one. Please see our customer service team at reception for details.

I am a member of the St Kilda club. Is parking included in my gym membership?

No – parking is an additional fee.

There is on-site parking available at the Sea Baths Complex at your own expense. Our St Kilda club offers discounted parking for members as well as additional parking subscriptions. For more details please speak with our customer service team or membership consultants. Please see our terms & conditions for further details. https://www.southpacifichc.com.au/terms-and-conditions/

What happens if have something stolen while I am at the club?

SPHC is not responsible for any items that are stolen whilst at the club. If something is stolen, please speak to our customer service team at reception to report the incident.

What do I do if I injure myself while at the club?

All members and their guests use the club at their own risk. The club cannot accept responsibility for damage or injury through use of any of our facilities. Our team are there to assist you inside staffed hours and will require you to assist in an incident report.

How do I provide feedback to the club?

You can speak with our friendly customer service team in club or contact us via our website

I have just joined the club however have since changed my mind. Can I get a refund?

Memberships are non-refundable. If you are within your 5 day cooling off period, please contact our membership team who will be able to assist you further.After the 5 day cool off period has passed, normal cancellation fees will apply. Please see our terms and conditions at  https://www.southpacifichc.com.au/terms-and-conditions/

If I have any queries about my membership or club, who do I speak to?

Our friendly teams are happy to help you with any questions or feedback you have. If you’d prefer to speak to the Club Manager, please let our reception team know. If the Club Manager isn’t immediately available, our customer service team at reception will ensure you are contacted by them as soon as possible. You can also contact us via our website   https://www.southpacifichc.com.au/contact-us/

Do you offer any student rate or corporate memberships?

Yes we do, please contact our membership team at your closest club, who will be able to assist you further.

How do I make a complaint?

We welcome your feedback and want to assist you with any concerns you may have. If you have a complaint, please have a chat with one of our managers, who will do their best to assist, or alternatively you can contact us through our website.

Can I bring a friend or family with me to work out?

Absolutely! If a visiting friend or family member wants to workout with you, they’ll receive access to the same privileges as you for a casual fee. We also offer 7 day or 1 month casual membership passes. Please ask our customer service team at reception for more details.

How does PT work?

Please speak with our customer service team who will be able to book you in with the club trainer most suited to your needs for a complimentary session. PT sessions can be either 30 mins or 1 hour.  Please note PT session are non-refundable.

If I have an issue with my account, who do I contact?

Please speak with our customer service team who will be able to review your account and assist or log into the Member Portal to review.