Kokoon Passport FAQ’s
+ Can I try a class before I decide to sign up?
We we would love for you to try a class. Each member may try 1 class for free. Please make sure to arrive 5-10 minutes early to sign a waiver.
+ What should I bring to class?
A water bottle, sweat towel and a positive attitude!
+ Where do classes meet?
For 220-X classes you will always meet in the designated 220-X area. In Lowell, this is in the turf area, next to the signs for 220-X. In Fayetteville this is at the top of the stairs, next to the signs for 220-X.
KoLab classes are held in different areas in the gym, however you will always meet at the trainers desk at time of class and the trainer will lead you to the area that the class will be held that day.
+ How do I sign up for class?
You can sign up for class through our Fitness One app. If you haven’t downloaded it already, I highly encourage it! It makes signing up for classes super easy! It would be our pleasure to walk you through setting up your app. You can also sign up with front desk or at the trainers desk.
+ How far in advance do I need to sign up?
Please sign up at least 12 hours in advance for class.
+ Why is it important to sign up in advance for class?
Our amazing team of trainers put a lot of time and effort into creating these classes. The workout that they plan depends on how many people will be attending. They have to set up before class starts and need to make sure there is enough equipment for everyone in the class. Several classes also involve stations, circuits and/or partner workouts. A trainer needs to know how many people are attending to effectively plan and execute a smooth running class.
+ How do I cancel a class reservation?
You have up until the start time of class to cancel your reservation. We do ask that you cancel as soon as you know you cannot attend as there may be members on a waitlist for the class. However we know that life is crazy and we don’t always have that opportunity.
You can cancel your reservation with ease on the Fitness One app. You may also call the front desk or send a text to the trainer leading the class.
+ Is there a charge for cancelling a class reservation?
There is no charge for cancelling a reservation. However, if you have reserved a spot and you do not cancel and you do not show up for class, this is considered a no call no show (NCNS). You are allowed 1 NCNS, after that you will be automatically charged a $10 cancellation fee. The Personal Training Director will always email you after your first NCNS to remind you of the policy and that your next NCNS will result in a cancellation fee.
+ How far in advance can I reserve a class?
You can reserve a class up to a month in advance!
+ I’m going to be out of town for a week this month. What happens to my classes for that week?
When you are billed on the 15th of each month, the amount of classes per week you signed up for is added to your account. So if you signed up for 3x a week, access to 12 classes will be loaded onto your account. You have until the 14th of the following month to use all 12 classes. So if you are out of town for a week, don’t worry! You can make them up when you come back. They do have to be used before the 14th of the following month and do not roll over into the following month.
Ex: Sara has signed up for 3x a week, but she is out of town for 1 week. When she returns she decides to attend 4x per week for the next 3 weeks to make sure she uses all of her classes!
+ How do I cancel my Kokoon Passport membership?
To cancel your Kokoon Passport membership you will need to come in to the club and fill out a cancellation form. It is a 30 day notice and there is no cancellation fee.