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FAQ's & POLICIES

Don't see the answer to your question? Contact us.

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  • How do I check-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 at the front desk, the manual sign in clip board, or the class iPad located on the wall as you enter class.
  • Do I need indoor shoes?
    Yes. Please remove outdoor shoes upon arrival and bring clean indoor gym shoes with you for your workout.
  • Are there lockers available for use?
    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. ​ Please bring your own lock with you and remove upon departure.
  • What should I wear?
    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.
  • Is there any etiquette I should know about?
    Please put away equipment neatly the way you found it. ​ Wipe your station and equipment after use. ​ Please take phone calls outside. Be respectful of others space. No dropping/slamming weights or loud grunting.
  • Is there parking available?
    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. ​ Please do not park in loading zones, cab parking or fire lanes. ​ For The Studio at 42 Westminster Ave. W parking, it is regular downtown parking.
  • Are there showers available?
    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. ​ Complimentary sweat towels available upon arrival at our front desk.
  • Is there a 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.
  • What is the minimum age requirement?
    The minimum age requirement in the gym is 13. Persons under the age of 13 are required to complete an orientation with one of our trainers. Some restrictions apply. Please contact the front desk for more details. ​ All persons under the age of 18, must have an additional waiver completed by a parent or guardian before their first workout or class.
  • How can I receive text/email notifications?
    Please make sure you have your text and email notifications turned on through the PURE App to receive any account updates, class confirmations and to be notified when you make it off the waitlist for class. ​ Please contact our front desk if you are not receiving confirmation emails or texts.
  • How do I create an account?
    Registration can be completed at PURE's front desk, through our website, or through the PURE app. 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. https://www.puremovement.ca/register
  • What should I 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. ​ Wear comfortable clothing that you can easily move in. ​ Some classes, such as Mat Pilates and Barre, you may choose to participate with your bare feet or grip socks are recommended. ​ Complimentary sweat towels provided.
  • How early should I arrive for class?
    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. ​ 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.
  • What are your intro offers?
    We offer three intro options to help you get started: gym access, studio classes, or personal training—so you can choose the best fit for your goals.
  • How do I purchase 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. ​ You may also visit us in person to get set up as well as receive a tour of our facility.
  • How do I sign up for a class?
    You can book into classes through the "Book Now" tab on our website or through the PURE App. We recommend downloading the PURE App for a seamless booking experience. 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. We encourage you to pre-register to ensure you get in to your favourite classes and times.
  • Do the instructors have a set schedule?
    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.
  • What is your late payment policy?
    To avoid late payment penalties, NSF fees or a frozen membership, ensure your payment details and information are up to date in your account.
  • What is your refund policy?
    All sales are final​ and non-refundable. ​ Class passes and personal training sessions may be transferred to another member, however memberships may not. ​ Gym memberships and unlimited class passes may not be transferred, paused or frozen.
  • Do flex passes expire?
    Flex passes expire 6 months from the date of purchase.
  • How do the waitlists work?
    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. ​ An active class flex pass or class membership is required to be added to a waitlist. ​ 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.
  • What happens if I arrive late to a class?
    To ensure the safety of our clients and all others in class, we do not allow late arrivals. ​ 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. We recommend arriving at least 10-15 minutes before class begins.
  • What is your late cancellation policy?
    To avoid losing a flex pass or incurring a late cancellation fee, please cancel prior to the 12 hour cancellation window. ​ 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. ​ 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.
  • How do I unlock 24 hour 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. ​ Fobs are non-refundable and non-transferable.
  • What is your entry policy?
    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.
  • What happens if I lose my FOB?
    If you misplace or lose your fob, you may purchase a replacement fob for $45 + tax.
  • What is your misuse and termination policy?
    Misuse or abuse of our fob holder policies will result in an immediate membership termination without refund. ​
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