FAQ Coronavirus

Q: Are the clubs open?
A: Yes, mot of our clubs are now open. Sadly some of our clubs had to stay closed still... but in the meantime there is for sure another club near you. Check all our clubs.
Clubs currently closed:

  1. Basic-Fit Madrid Condesa de Venadito
  2. Basic-Fit Madrid Sor Angela de la Cruz
  3. Basic-Fit Madrid Santo Domingo de Silos

Measures at the club

Q: Is Basic-Fit taking extra measures regarding the security & hygiene?
A: Basic-Fit is following the guidelines of the government.Click here to read everything about our measures.

Q: What are the new house rules or guidelines?
A: We still follow the same house rules, but we have some adjusted guidelines. Click here to read everything about our measures.

Q: How do you make sure that the maximum capacity is not exceeded?
A: We will work with a reservation system with a maximum amount of spots per timeslot and our members only have access when they made a reservation. Check here how this new system works

Q: Does Basic-Fit provides mouth masks?
A: No, you can bring your own mask.

Q: Can I take my own mask and gloves?
A: Yes, of course you can take your own mask or gloves with you.

Q: Can I work-out when I have a cold?
A: We follow the guidelines of the government and advise you to stay at home when you have symptoms.

Q: How long can I stay in the gym?
A: Our reservation system is set to a maximum timeframe of 90 minutes. Please respect that timeframe and finish your workout within your reserved timeframe.

Q: Are all machines and equipment available?
A: The machines and equipment are available but are restricted to create a 1.5 meter distance. So part of the equipment could be put out of usage. In the Functional zone there are designated areas to create a 2m distance between members.

Q: Can I use the dressing room and showers?
A: In some clubs, dressings rooms will be closed. If the dressing rooms are open, showers will be closed. Please respect the 1,5m distance in the dressing room.

Q: Can I use the lockers?
A: Yes, the lockers can be used normally.

Q: Can I join the live group classes or virtual classes?
R: Yes, all GXR VIRTUAL group classes will be available from the reopening day. The GXR LIVE classes will start again later. You will be informed about that. We have specific measures for you to follow during your group class. Click here to know more.

Q: Can I use the Yanga machine?
A: Yes, the Yanga machine can be used.

Q: Can I work-out day and night in my Club?
A: No, not yet, in the first period of re-opening our clubs we will be open only during the day and closed at night. Check the opening hours of your club here.

Q: Can I workout with my Personal trainer?
A: Yes, please contact your personal trainer for an appointment to workout.

Q: Can I use the vending machine?
A: Yes, the vending machines can be used.

Compensation & Finance

Q: When will I need to pay for my membership again?
A: We will start our payment system from the opening date of our clubs. It’s an automatic process, so your compensation choice is registered in our system and adjusted to the correct opening date.

Q: I did not choose a compensation option? What should I do?
A: If you did not make a choice then we chose a default compensation option for you as mentioned in our compensation emails during the closing period. The default option is a discounted term fee in the 6 coming periods.

Q: When do I receive my Goodie bag? (only for Premium members)
A: You will be able to receive your goodie bag at your club shortly after the clubs opens. You will receive an email when your Goodie bag is ready to pick up. Show your email to the staff member to pick up your Goodie bag.

Q: I Cancelled my membership during closing time and chose the Freeze option, can I still workout if the end date is passed?
A: Yes, during this period your membership was frozen so that means your end date was extended to compensate the time of closure.

Q: I chose for the discount option, what is my discount for the next 6 months?
A: Check your discount in My Basic-Fit. You’ll find this correction in the payment overview in the menu; Membership.

Q: How can I use the member reservation system in My Basic-Fit?
A: Click here for all the rules for our reservation system.

Q: Why does Basic-Fit works with a reservation system?  
A: Given the regulations by local governments, we need an access control system to make sure that the number of people allowed in the club is not exceeding the maximum as set by the authorities and thereby we are able to better ensure your safety. 

Q: Can I bring a Friend with my Premium or Duo membership? 
A: Yes, you can. Now you have to add and invite friends via the GymTime reservation system. This is different from the way you added friends before, but you must use the GymTime system if you would like to workout together.

Q: Can I make a reservation twice for the same day?  
A: Yes, After your first reservation has expired, you can make a new reservation if there is a timeslot available. 

Q: How long will we be obligated to use the reservation system? 
A:  We don’t know what the future has in store for us, as long as the local governments tell us to, we will use this system.

Q: Do I have to make a reservation every time I want to go to the gym? 

A: Yes, with two exceptions: 

  1. New joiners that become a member online or at the kiosk can always enter for the first time without a reservation.
  2. Clients of a physiotherapist who are not a member can be allowed to enter the club accompanied by the physiotherapist with help of the staff. These clients are not able to workout at the club. 

Q: Can I plan my workouts for the whole week in advance in the reservation system? 
A: Unfortunately, this is not possible. To make sure everyone can access the gym there are some restrictions. You can make one workout reservation. After that workout your can make the next reservation. Reservation slots are only available for 5 days maximum in advance.

Q: When I’ve made a reservation will I receive a QR code per e-mail to enter the club?
A: Just use your member card to scan at the gates. The system will recognize your reservation. If you are a Premium Member bringing a friend, your friend will receive a QR code as usual that will be valid for their entry to the club during the reserved time. He or she can enter only after you have scanned your card.

Q: How long can we stay in the club? (per reservation)
A: It is really important that your club entrance and exit is within your reserved time. This ensures that we can manage the capacity of members safely working out in our clubs. You can reserve workout times ranging from 30-60 minutes. You can enter the club 5 minutes before the reserved slot and need to leave the club asap after.

Q: Can I change the date/hour of my reservation? 
A: Yes, once you cancel your current reservation, you can make a new one for the desired timeslot (if available). 

Q: Can I cancel my reservation? 
A: Yes at any time before the starting time of your reservation.

Q: All the time the timeslots are fully booked when I want to go to the gym. What do I do?
A:  Please try a different club, different days and check back regularly. Stay active, make sure to use the hundreds of at home workout options we have in the Basic-Fit App and our GXR classes. Check here for more info.  Can I still buy a daypass to work out?
No, during the reservation period you can't buy a daypass.

Q: I have a starterkit, can I activate and use it?
A: No, it is currently not possible for you to activate and sport at our club with a starterkit.

New members

Q: I am a new member and I need to pick up my Membership card? Do I need to make a reservation?
A: No, you don’t need to make a reservation to pick up your card. Just go to the kiosk outside the club gates and use your QR-code email. For your first workout all you need to do is scan your card at the gates to go in. For your next workout, you need to create your profile in My Basic-Fit using your member card number and can make a reservation for all future workouts. Click here for more information.

Q: I am a new member and got a free period / promotion, am I going to be compensated during closing time?
A: Yes, you don’t pay for the time the clubs were closed and still can enjoy the free period. It will be automatically adjusted to your contract.

FAQ & Compensation options during the closed period

Q: What are the different compensation types?


  • Upgrade to Premium (Only for Non-Premium members)
  • Freeze your membership
  • Goodies (Only for Premium members)
  • Money back as discount (One-time compensation spread over 6 periods)
  • Love for the orange family

Q: How can I submit my compensation choice?
A: It's no longer possible to chose for one of the compensation option. In the email sent at this subject, it was stated that if a choice was not made in time, the option "money back as a discount" will be automatically applied. That way the period the clubs were closed did not cost you any money. You can find all information at this subject in My Basic-Fit. You can login via your app or via the Basic-Fit website!

Q: How does it work; the Money back as a discount option?
A: The amount that you have paid for the period between the closing date of the club and the first of May will be discounted from your membership fee. Discount will be put in place as soon as the clubs are open again and we are back to business as usual. The amount will be spread over 6 periods.

Q: How does it work; upgrade to Premium option? (Only available for non premium/Duo members)?
A: With this option you are upgraded to the Premium membership until December 31, 2020 and you can enjoy the benefit of always bringing someone with you to the club! You will also receive free YANGA Sports Water with your subscription in this same period. Value: more than € 100.

Q: What happens when I choose the Upgrade?
A: Once we are open again, you will continue to pay your current membership fee and won’t notice a thing in your bank account! With this option you will get an upgrade to our Premium membership where you are able to work-out with a friend and get free YANGA Sports Water, until the 31st of December 2020. This has a value over €100.

Q: If I upgrade to Premium, will the enddate of my contract change?
A: If you upgrade your membership to Premium, the enddate of your contract will not be changed. You will keep your current contract enddate and price, as this is not a permanent change. If you would like to continue with the Premium membership after the 31st of December 2020, you are able to change this off course, but then we will change your membership fee to the Premium listprice.

Q: At the end of the free Premium upgrade, what do I have to do to return to my current membership?
A: Nothing! Your membership will automatically return to your current membership. If you would like to continue with the Premium membership after the 31st of December 2020, you are able to change this off course, but then we will change your membership fee to the Premium listprice.

Q: How does it work; Complete Freeze option and I am still in my first contractperiod?
A: With this option you freeze your membership and you pay nothing for the period that the clubs are closed. The period that your membership is frozen, from club closure until we reopen, will be added at the end of your membership. The direct debit that has already been made for the period after the club has been closed, will be discounted from the first direct debit after reopening.

Q: How does it work; Complete Freeze option when I already passed the initial contractperiod (year or calendermonth in case of FLEX) ?
A: With this option you freeze your membership and you pay nothing during the period that the clubs are closed. The direct debit that has already been made for the period after the club has been closed, will be discounted from the first direct debit after reopening.

Q: I would like to freeze my membership. Will it be retroactive?
A: The membership will be frozen until further notice. The direct debit that has already been made for the period after the club has been closed, will be discounted from the first direct debit after reopening.

Q: If I choose to freeze my membership, will I still have access to the Basic-Fit App and GXR, Groupclasses at home?
A: Yes, during the time our clubs are closed you will have free access to our online training tools programs and classes that we offer via the Basic-Fit app!

Q: What is the option ''Love for the Orange Family''?
A: In this difficult time, you like to support our employees, freelancers and our clubs. Here you choose not to receive any compensation until May 1st, but instead we invest your membershipfee in our clubs, employees and freelancers. From the first of may, you will be freezed just like propsed for all the other options.

Q: What is the Goodie Bag option ?
A: Instead of a compensation in your membership fee, you get a well-stocked backpack with sporty items. A total value of € 100!

Q: What are the goodies?
A: It will be a really nice Basic-Fit backpack, well-stocked with sporty items. You will receive the Basic-Fit backpack and various sporty items to support you in your training at Basic-Fit. Note that items may change per Goodie Bag depending on availability. The total value will always remain €100!

Q: Why can't I select the goodiebag as a compensation option?
A: The goodie bag is only available for our Premium members. On the other hand our Premium members don't have the option to upgrade their membership. Based on feedback from our members, the upgrade option was the preferred choice of compensation for our non-premium members.

Q: Why did you do a direct debit in March or April?
A: The timing of mandates and closures lead to some of our members being billed before/while we are closed. This is why we did a direct debit in March or April and we are offering you different options to compensate.

Q: When will the compensation be effective? How will I know when the compensation is processed?
A: Please take into consideration that your choice might not be effective yet in our database as we have to process it first. After a few days you will be able to see your choice in My Basic-Fit. Select in the menu; Membership. Thank you for your understanding.