FAQ Coronavirus

Q: Are all Basic-Fit clubs open?
A: All clubs in Luxembourg will be open from the 11th of January 2021.

Q: What are the new additional directives to follow?
A: Following the Minister's directives, until January 31, only 10 members will be able to train at the same time in the club. To give all our members the chance to train, the maximum training time is set at 60 minutes.

Q: Can I still train abroad?
A: Due to the current situation in Europe and in order to meet the requirements of each local authority, access to our clubs is limited to the country of the member's home club.

My Membership

Q: Can I expect compensation for the closed period?
A: You can expect compensation corresponding to the closed period. If you have chosen to freeze your membership, this will automatically be offset against one of your next payments. If you didn't choose to freeze your membership, you've received a mail with your compensation options.

Q: How do I report my compensation choice?
A: We have informed you by email about the possibility of freezing your subscription for the period when the clubs are closed. This way, the club closing period will not cost you anything. If you didn't choose to freeze your membership, you've received a mail with your compensation options. You will find all information about this in your "My Basic-Fit" environment. You can log in via the app or on the Basic-Fit website.

Q: How does the freeze option work if I am still in my first year of subscription?
A: This option allows you to freeze your subscription and pay nothing during the period when the clubs are closed. The period of time that your subscription is frozen, from the time the clubs are closed until they reopen, will be added at the end of your subscription period. Any pre-authorized debits already made during a period after the clubs close will be deducted from the next pre-authorized debit after the reopening.

Q: How does the freeze option work if my first contract has already been renewed?
A: With this option, you will keep your fees frozen and pay nothing as long as our clubs are closed; the payment that has already been withdrawn before the closure will be deducted from your next withdrawal after the reopening.

Q: I would like to freeze my subscription. Can this be done retroactively?
A: No, the subscription will be frozen until further notice. The amount you have already paid during the club closure will be deducted when your subscription is active again.

Q: I have not received the compensation options email, what do I do now?
A: Don't worry, you can make your choice in your 'My basic-fit'  environment via the website or via our Basic-Fit app.

Q: What will happen with my compensation choice from the first lockdown?
A: If you also opted for compensation during the previous closure but were unable to take full advantage of it because the clubs closed again, don't worry. Everything will be processed when the clubs reopen.

Q: If I choose to freeze my membership, will I still have access to the application and GXR group lessons at home?
A: Yes, as long as the clubs are closed, you will still have free access to our online workouts and GXR classes that we offer via the Basic-Fit application.

Train at Home

Q: I would like to train at home. How do I do that?
A: As a Basic-Fit member you get all the support you need, both inside and outside the fitness club. Whatever your goal, we give you the means to achieve it. One of these tools, most useful in the club but especially outside, is the Basic-Fit app. To find out everything you need to know about sports at home, click here.

Q: Are there any group lessons I can take outside?
A: At Basic-Fit we are happy to support you on your fitness track and help you on your way to a healthy routine. That's why we regularly share motivational quotes through our social channels, interesting blog posts through our newsletter, delicious recipes, and training programs. In our Basic-Fit application, you will also find a selection of training programs to pump up your existing sessions. Good luck!

Q: How can I make my workouts more intense without weights?
A: Here are some simple and creative examples: Put some books in a backpack to replace the kettlebell for lunges or squats. Read more about them here.

Q: How do I watch the GXR group lessons on my TV?
A: Read more about the GXR group lessons at home.

Q: How can I train at home?
A: Yes, you have several options! Login via the Basic-Fit app, then choose from the 'GXR On-demand', 'Workouts', 'Home Workouts' tabs. Then you can follow all group classes and other workouts from home to stay in shape! You can also log in to your 'My Basic-Fit' area via our website and click on the 'GXR On-demand' tab in the menu.

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 have benefited from a free/promotion period, will I be compensated for the closed period?
A: Yes, you don't pay for the period when the clubs are closed and you can still enjoy the free period. It will be automatically adapted in your contract.

Measures and Facilities

Q: Can I join the Live or Virtual group classes?
A: No, because of the current strict measures regarding the Coronavirus situation in Luxembourg, the GXR rooms will remain closed. The good news is that our fitness clubs are open.

Q: Can I use the changing rooms and showers?
A: No, because of the current strict measures regarding the Coronavirus situation in Luxembourg, the changing rooms & showers will remain closed. The good news is that our fitness clubs are open.

Q: Is Basic-Fit taking extra measures regarding 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: Can I train in my club 24 hours a day, 7 days a week?
A: No, at the moment Basic-Fit Gasperich is not accessible 24 hours a day, but the club follows its normal opening hours. Go to the opening hours page.  

Q: Can I train with my Personal trainer?
A: No, at first it will not be possible to make an appointment with your personal coach.

Q: Do I have to wear a mask?
A: Yes, please note: from 29/07, wearing a mask is obligatory in public places and in our fitness clubs. This obligation does not apply to static training (e.g. treadmill) where a social distance of 2 m is guaranteed.

Q: Does Basic-Fit provide masks?
A: No, you will need to make sure you have your own mask.

Q: Can I train if I have a cold?
A: We follow government guidelines and advise you to stay home when you have symptoms.

Reservation System

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 work 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. From the 11th of January until the 31st of January, there will be a maximum of 10 people working out at the same time in our gyms. To give as many members as possible the opportunity to work out, the training time will be limited to 60 minutes per person.

Q: Can I bring a Friend with my Premium or Duo membership? 
A: Yes, you can. You will now need to add and invite friends via the reservation system. The process to invite a friend is not the same as before as you will have to use the reservation system if you want to train together. Indeed, when you make your reservation on the appropriate tab, you will have the possibility to add a friend. This friend will receive an email and a QR-code to be able to enter the club right after you. Please note that from the 11th of January until the 31st of January, there will be a maximum of 10 people working out at the same time in our gyms. To give as many members as possible the opportunity to work out, the training time will be limited to 60 minutes per person.

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, you can make the next reservation. Reservation slots are only available for 7 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: From the government's point of view and to keep you safe, the stricter measures also affect our capacity and the number of members we are allowed to have in the club. Try to book on time or at another club! You can plan up to 7 days in advance. Stay active and check out the free Basic-Fit app, where you'll find workouts, audio workouts, and more than 150 GXR group lessons. 

Q: Can I still buy a day pass to work out?
A: No, during the reservation period you can't buy a day pass.

Q: I have a starter kit, can I activate and use it?
A:  All Starterkits purchased before the closing period will receive a new QR code to activate a full new period to use our Gyms. If you’ve bought a Starterkit since we are back open again, you are able to make a reservation in Gymtime via the App or via My Basic-Fit.