Frequently Asked Questions here.
Please use Frequently Asked Questions, browse all the questions and answers or click on the links below to go to specific FAQ sections. Remember, we’re here to help. If you can’t find the question or answer you’re looking for then please contact us and we can give you the information you’re looking for.
How long has Phoenix been open?
Phoenix Gym Norwich has been established since August 2013. Phoenix, like it’s members, has since been growing from strength to strength.
Is Phoenix a gym or a fitness club?
Phoenix Gym is both a gym and fitness club combined. As well as offering all the usual cardiovascular and weight training equipment you would normally find in a gym Phoenix also provides a lot of strength and conditioning equipment to improve sports performance, a boxing and martial arts area as well as functional training equipment to offer a wide variety of exercise options.
What is the Phoenix Culture and atmosphere like?
We believe that Phoenix Gym has one of the friendliest and most supportive training atmospheres in the UK. Everything we do is results focused for our members by not only providing the best training equipment and programme advice possible but also just as importantly an incredibly positive training atmosphere! Our motto “Raise your game” says it all! The Three Best Rated ranked Phoenix Gym THE NO 1 BEST GYM IN NORWICH using a 50 point inspection process!
Do you have free parking at Phoenix?
Yes we have 12 designated free parking spaces around the back of the gym within St Mary’s Works car park. Gym members can park anywhere within the St Mary’s car park on after 18:00 Monday to Friday and all day Saturdays and Sundays. There are also lot’s of free spaces directly outside the front and side of the gym both in the evenings after 18:00 and Sundays. The rest of the time spaces outside the front are pay and display. Once you join we will ask you to give us your car registration number and you are then free to park within our designated spaces during these times. NPE patrol theses spaces and there is a 3 hour time limit to ensure these spaces are used by gym members only.
What are your opening hours?
Our opening hours are:
- 06:00-22:00 Monday to Fridays.
- 08:00-18:00 Saturdays
- 09:00-15:00 Sundays
- 08:00-20:00 Bank Holiday Mondays
When are there staff on shift to help me?
There is always at least one team member of staff on shift at all times. There are 2-3 team members on twice daily as well as a team of personal trainers available within the club. There are never any unmanned hours where you will be left alone or the gym unnattended.
Do you have changing rooms?
Yes, we have changing facilities along with showers for both ladies and gents.
Do you have lockers?
Yes we provide lockers. All you need to bring is a small padlock. If you do not have a padlock then one can be purchased from behind reception. We also provide bag racks within the gym for larger bags where you can keep an eye on them. We have cctv through the gym also.
Joining Phoenix Gym.
Can I have a trial session before joining?
Yes, you can have a casual session for just £8 and if you decide to join on the same day then you will get that £8 back either off the joining fee or your first months chosen membership.
How can I join Phoenix?
You can either join online by clicking on the “Join Now” button and following the instructions or you can pop into the club and one of our team will help you join. If you are setting up a student, senior or corporate membership then you will need to bring the relevant ID with you on your first visit to the club.
Will someone be available to show me around?
There is always at least one team member on shift (usually two) so that we can give you a tour of the club and spend some time getting to know you and answer questions. If you would like to make sure that there is someone available to greet you and show you around personally then simply click on the “Book a Tour” button and we will get you booked in for your tour.
How much is it to join Phoenix Gym?
There is a one off “Life Time” joining fee of £20 and the monthly membership options are on the Memberships page here. You will also need to pay your first months membership up front and then following payments will come out via DD unless you have purchased an up front membership. If you wish to choose a specific date to have your DD come out then there may be a little extra to pay also to cover the extra time between joining and your first DD.
Do I have to sign up to a contract?
No. You will have the choice of both a discounted contract and non contract options.
Can I pay up front?
Yes, you can pay for 3 or 12 month options up front for a discounted rate. This is popular with people who do not want to set up a monthly DD and those that like a bargain.
Is there a joining fee?
Yes, there is a one off joining fee of £20. This does not have to be “re-paid” if you leave and then decide to rejoin like most other clubs. The joining fee covers administration fee’s as well as entitles you to 2 x FREE personal training sessions worth £60 to help get you up and running with your training goals. Note: The 2 free PT sessions are only available on your first joining upon paying the joining fee.
Will I get an induction or an exercise programme?
Yes, you will receive 2 x FREE personal training sessions to get your initial programme set up.
How do I book my FREE Personal Training?
When you first join you will offered your 2 free personal training sessions. These may consist of a basic programme for beginners or a more detailed exercise programme for the more experienced. Or you may just want use these 2 sessions to improve your squat form, mobility, learn how to use the punch bags or prowler!? We aim to get this introductory Personal Training booked in for as soon as possible. If you were in a hurry when first joined or joined online and then later decide to take up this offer then you can either call reception or ask at reception whilst within the club.
Will I get a membership card?
You will not need to worry about losing a membership card, at Phoenix we will set up your membership access through one of your finger prints. All you need to do is press your finger on the scanner when you enter the club in reception and this will bring up your membership status. We will also take your picture for our reference only. (Note: our data is not shared with any other company or organisation)
How can I take advantage of the free parking?
All you need to do is give us your vehicle registration when you join the club and you will be able to use the free parking facilities.
Do I need a bank account?
Our Contract and non contract DD memberships both require a bank account. If you prefer not go through a bank account then you have the option to pay in advance for 3, 6, 9 or 12 months and save money as a result.
What date does the Direct Debit come out?
You will need to make a manual payment up front to cover your first month and joining fee and your first DD will come out 30 days after the date that you joined. If you would prefer a specific DD date then this can be arranged both online or within the club when you join.
What is the minimum age I can join Phoenix Gym in Norwich?
The minimum age that you can join Phoenix Gym Norwich is 16 years of age.
Do you offer discounts for Students or Seniors?
Yes we offer discounts for both students and seniors. ID will need to be shown to set either of these discounted memberships up and will need to be set up within the club at reception rather than the online facility. To qualify as a senior you must be 55 years young or above.
Do you offer Corporate Discounts?
Yes we currently provide corporate rate memberships for specific associated companies. If you would like to set up a corporate rate with the company that you work for then contact us here to see if this is possible. If you believe you already qualify for an existing corporate rate then proof of this will be needed to qualify.
Your First Session At Phoenix Gym.
What do I need to access the club as a new member?
When you have joined Phoenix and come in for your first session we will set you up on our system with our finger print scanner. All you then need to do is scan your fingerprint each time you enter the club so no need to worry about losing or forgetting a membership card or code.
Will there be anyone to help me get started?
Yes we always have one or two members of staff on shift daily to help you. When you first join you will receive 2 x free personal training sessions (the first usually within 5 days) to help get you off the starting blocks. Whatever your training goals are we have a team of personal trainers who specialise in every area of training to make sure that you get the right trainer for you. Our team are always happy to help and want to see you get the results that you want from your workouts.
Will I get an induction or help with an exercise programme?
Yes, you will receive 2 x FREE personal training sessions worth £60 to get your initial programme set up.
What happens if my finger print doesn’t work?
If your fingerprint doesn’t work for some reason then we will re set it up for you.
What if I forget my padlock or my bag doesn’t fit into the locker?
We sell padlocks behind reception if you need one and we also have bag racks available within the gym for larger bags. You will need to make sure that your bag will be able to fit into the lockers for valuables. Like any business we do not recommend that you leave valuables unattended on the bag racks or on the changing room benches even though there is CCTV throughout the gym.
Will I have access to free WIFI whilst i’m within the club?
Yes, we provide super fast free wifi within Phoenix Gym.
Can I take a workout bag into the gym with me?
For health and safety reasons bags are not permitted within the gym floor. They must be either put within a locker or on the bag racks within the gym.
Will I get any help after my initial induction or programme?
Yes, after your initial 2 x free personal training sessions when you first join Phoenix our team of fitness instructors/personal trainers will regularly check to see how you are getting and answer any questions that you have and help progress your exercise programme. If you would like more detailed help than we can provide during shift hours then most of our team provide personal training out of hours and we also have a team of personal trainers who are happy to help you.
Can I freeze my membership?
Yes you can freeze your membership for a reduced rate membership of £5 for a minimum of 1 month and maximum of 6 months in any one year. Any time frozen does not contribute towards a 12 month contract. If you have to freeze your membership due to serious illness then you will not be charged the £5 fee. A doctors note must be presented to prove this. A minimum of 10 days must be given in order to set up a “freeze” membership option in time for the next DD. If you are on a non contract DD then there is no charge to freeze your membership.
Do you have showers I can use?
Yes, we have brand new showers installed (Jan 16) so you can use them after your workouts.
Can I earn rewards for referrals?
Yes we run a reward scheme for referrals where you will receive £2 a month off your monthly membership for every member that you refer to Phoenix for as long as they remain a member. There is no limit to the amount of referrals you can make. Any member who get’s their membership to zero through providing enough referrals can win either a £300 or £500 prize depending on which membership option you are on. £300 if you are on less than £30pm or £500 if over £30pm.
Can I bring a friend to try Phoenix with me?
As a new members you will receive 3 x free trial passes which you can give to your friends, family members or co-workers. We also provide a “Friend Friday” offer where by any DD member can bring a friend for free to try Phoenix Gym out for their first visit if they have not been before. If you want to bring a friend along for a “test drive” on any other day without a free trial flyer then all they need to pay is £8 for the workout and if they decide to join on the same day then they will get that £8 taken off their joining fee or first months membership.
How can I cancel my membership?
You can call us, send us an email or tell us at reception within the club that you would like to cancel your membership. This must be done at lease 10 days prior to your membership renewal date to prevent a further payment being taken out. If it is less than 10 days then we can not guarantee this. If you are on a 12 month contract then you can not cancel until the final month of your membership. Once again we will need at least 10 days notice prior to your last month.
How much notice do I have to give in order to cancel my membership?
You must cancel your membership at lease 10 days prior to your membership renewal date to prevent a further payment being taken out. If it is less than 10 days then it may not be possible to cancel in time. If you are on a 12 month contract then you can not cancel until the final month of your membership. Once again we will need at least 10 days notice to process this for you.
If I choose a contract option will it automatically roll over into another 12 month agreement?
At the end of a 12 month contract, your membership will then go into a rolling one month DD membership at the same price as the contract price! This is a loyalty reward that we provide for our loyal members so that you retain the discounted membership but without the 12 month agreement for as long as you are still a member. If you leave and then come back then this discounted rate will not be available unless you re join onto the 12 month contract.
If I leave do I need to repay the joining fee?
No, unlike a lot of other gyms and fitness clubs that try to trap you into continuing a DD to avoid repaying a joining fee, at Phoenix you will NOT need to repay a joining fee if you stop your membership for a period of time and then rejoin.
Will my membership fee’s ever go up?
If you join onto a 12 month contract option then your prices will never change whilst you are within that 12 month period. If you are on a monthly rolling DD then Phoenix Gym Norwich reserves the right to increase or decrease this price. If you are on a pay in advance membership then prices may change in the future on renewal.
Do you supply paper towel and or wet wipes within Phoenix?
Yes, unlike other gyms and fitness clubs we supply paper towel to ensure proper cleanliness of our equipment. If you generally sweat a lot then it may be a good idea to bring a workout towel with you whilst you train.
Do you supply hand towels for members to buy, rent or borrow?
Not at the moment no but we are currently looking at possibly providing some branded Phoenix Gym work out towels for members to buy and use within the gym in the near future.
Phoenix Personal Training.
Do you have personal trainers?
Yes we have a very experienced team of both male and female personal trainers within Phoenix Gym to help you get the most out of your workouts. They are all qualified and insured and you can view their profiles and contact them directly on our Personal Trainer page here.
How much does Personal Training cost?
Each personal trainer specialises in different areas and have different levels of experience and qualifications to draw upon. Therefore each trainer may charge a slightly different rate and package their sessions differently accordingly. We recommend that you view their profiles to see which trainer you believe would be best for you then contact them directly for their prices and availability.
What times of day can I book Personal Training?
You will need to contact the personal trainer you have in mind directly in order to find out their working hours as each trainer will have different availability.
Do any of your Personal Trainers provide home Personal Training?
None of our personal trainers provide home personal training.
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