F.A.Q. | PuncHIIT Fitness Inc.

FREQUENTLY ASKED QUESTIONS

THE PUNCHIIT APP

1. WHAT APP DO I DOWNLOAD TO ACCESS PUNCHIIT FITNESS?

Download the PuncHIIT Fitness app, powered by Exercise.com, from the Apple App Store or Google Play. There are currently two apps available as we transition to new software. Make sure you download the app titled "PuncHIIT Fitness;" as "Punchiit Fitness Inc." is no longer operational.

2. WHAT LOGIN DO I USE?

If you have made a purchase with us, even for a free class, the system will have asked for an email during account set up, and will have auto-generated a password for you and sent it to your email. Use this email and password to log in to the app. If you haven't made a purchase with us yet, you will need to do so in order to be added to our system. You can visit our Webshop online to make your first purchase.

3. I NEVER RECEIVED A PASSWORD. WHAT DO I DO?

First, check your junk mail, as automated emails sometimes end up there. If you still don't see It, you can tap "Forgot Password" on the login screen, and follow the reset instructions provided.

4. HOW DO I TURN OFF/ON NOTIFICATIONS?

Browse to http://notify.punchiit.ca to see all of your notification options (SMS, Email, Push). This would be outside of our mobile app. There is also "Settings" inside the mobile app, but it is not as extensive as the web portal settings.

5. I HAD THE VIRTUAGYM APP BEFORE. CAN I STILL USE THAT?

No - PuncHIIT Fitness has transitioned to a new platform powered by Exercise.com for all purchases and bookings. Bookings made on the old Virtuagym app will not be considered scheduled, and the app will be removed from the app store once our transition is complete.

6. I HAD THE VIRTUAGYM APP BEFORE. DO I NEED TO REPURCHASE MY RECURRING GROUP FITNESS OR PERSONAL TRAINING PACKAGE?

No - your information was transferred automatically, including package details, remaining credits, and billing info. You would have received an email with your temporary password. Aside from downloading and using the new app, nothing else needs to be done.

GROUP FITNESS

1. HOW DO I SEE THE FULL CLASS SCHEDULE?

The full class schedule is available online and on Instagram. Via the sidebar menu on the app you will see a link to the full class schedule. You can also access it directly on the website here, or view it on our Instagram page here under highlights or in our bio links.

2. HOW DO I PURCHASE A FREE CLASS, TWO WEEK TRIAL, OR MEMBERSHIP?

From the website, visit the Group Fitness section on the Webshop here. Links will take you directly to the product page. If you're purchasing from the app, open the menu on the left-hand side and click "Shop Memberships" followed by "Group Fitness".

3. HOW DO I BOOK A GROUP FITNESS CLASS?

Once you have purchased a free class, 2-week trial, or membership, all bookings can be made through the PuncHIIT Fitness App. Check out our instructional video here to see what each step will look like on the app. The new app is service-based (or asset-based), so when booking you'll choose "Group Fitness", then the class type (i.e. - Pilates Strength, Kickboxing, Kettlebells, etc.) and finally choose the class day and time. For our full class schedule, see FAQ #1 in this section.

4. HOW DO I CANCEL A GROUP FITNESS CLASS?

From your Dashboard view, you will see a calendar and reminders. Choosing a day on your calendar will show you your classes booked for that day in your reminders. Click the class you want to change or cancel. A page will pop up with the class information, and at the bottom you will see "Change or Cancel". Click that, and follow the prompts to complete your cancellation. You can also see your booked classes from the "Appointments" tab, and follow the same process to cancel the class from there.

5. WHAT HAPPENS IF I CANCEL LATE OR NO SHOW?

Late cancellation is within 1 hour of the class start time. For Group Fitness classes, we ask that you cancel your session as soon as you know you won't be able to make it so that instructors have accurate numbers for planning, and so that in the event of a waitlist, others can find a spot in class. For Unlimited Monthly members, there is no penalty for late cancellations or no-shows, though we do ask you be as respectful as possible to the flow of the classes. For members on punch passes, late cancellation or no-shows may result in a loss of that credit.

PERSONAL TRAINING

1. HOW DO I CHOOSE A PERSONAL TRAINER?

We have three qualified trainers - Sonny, Kat, and Steph. You can read their bios here. All of our trainers are also available for free initial consults, where they will show you around the gym, discuss your goals, and walk you through pricing and training options. We recommend reading trainer bios and booking a consult to gauge fit and discuss packages.

2. HOW DO I BOOK A FREE INITIAL CONSULT?

Once you have chosen a trainer, you can book a free initial consult via the PuncHIIT Fitness App by purchasing (at no charge) a consult visit. Book with Sonny here, with Kat here, or with Steph here. Once "purchased," will be sent your login information for the app, and can follow the steps outlined in this video to book a PT Session titled "Free Initial Consult" with the trainer of your choosing.

3. HOW DO I PURCHASE A PERSONAL TRAINING PACKAGE?

From the website, visit the Personal Training section on the Webshop here. Links will take you directly to the product page. If you're purchasing from the app, open the menu on the lefthand side and click "Shop Memberships" followed by "Personal Training".

4. HOW DO I BOOK PERSONAL TRAINING SESSIONS?

Open your app and login. On the bottom menu you will see "Booking," and once clicked you will see your available types of bookings based on your package type. Click "Personal Training," and then choose the training type you would like to book - Strength/Conditioning, Padwork, and so on. Next, choose your trainer to view their schedule. Select the time slot you would like, and click "Book" followed by "Book Session" on the next page. You will receive a confirmation email. Check out our instructional video here to see what each step will look like on the app.

5. HOW DO I RESCHEDULE OR CANCEL A PERSONAL TRAINING SESSION?

From your Dashboard, click the "Appointments" tab on the bottom menu bar. All of your upcoming appointments will be listed. Click the appointment you need to alter, and at the bottom of the page click "Cancel or Change." A pop up will populate giving options to cancel or reschedule. Click the appropriate option, and follow the prompts to complete the booking. You will be sent a confirmation email. Appointments inside of 6 hours can only be canceled, and you may need to contact your trainer directly to reschedule.

6. WHAT HAPPENS IF I CANCEL LATE OR NO SHOW?

Any bookings canceled within 6 hours are considered late cancel, and may result in a loss of credit. Contact your trainer directly with any issues, and decisions about credits can be made on a case by case basis. Any appointments missed without notice will result in a loss of a credit.

7. HOW DO I SEE HOW MANY CREDITS I HAVE REMAINING?

To see your credit balance, login online here with the same credentials you use on the app. Click the lefthand menu and then click "My Stuff," and then "My Packages". This page will show you all active packages for Personal Training and Group Fitness. You will see a summary of each, that says "Total" indicating sessions provided from that package, "Used" indicating sessions that were booked and attended, and "Remaining" indicating sessions that have been booked for future dates but not yet completed, and unbooked credits.

MERCHANDISE

1. WHAT TYPE OF MERCHANDISE DO YOU SELL?

You can see all of our gear and merchandise in the Webshop here or through the app under "Shop Products". We sell PuncHIIT branded apparel, and boxing/kickboxing gear from Hayabusa Fight.

2. CAN I BUY MERCHANDISE AT THE GYM, OR ONLY ONLINE?

All sales will go through the online or app Webshop, and we do not have a POS system at the gym. We can, however, charge your card on file for any merchandise or equipment you purchase from us that we have on-hand at the gym.

3. I PURCHASED MERCHANDISE/GEAR ONLINE - WHEN CAN I PICK IT UP?

PuncHIIT sweaters, water bottles, and coffee mugs are in stock at the gym and can be picked up whenever you're with us next! Some kickboxing/boxing gear, mostly smaller items like wraps, mouth guards, and glove deodorizers, are usually kept in stock at the gym and can also be picked up quickly. Gear like headgear and boxing gloves are not kept in stock and have to be brought in, which may take a few days, up to a week. You will be notified when your gear has arrived.

4. I'M LOOKING AT THE MERCHANDISE ON THE APP AND ON THE WEBSHOP, AND EVERYTHING IS SAYING OUT OF STOCK.

Be sure that when you are looking at the products page, the location is set to "The Arena" and not "The Forge". Products kept on hand are assigned to a location, and are stocked in our Group Fitness facility (The Arena).