QUESTIONS & ANSWERS

READ BEFORE SUBMITTING AN ENQUIRY

1. HOW DOES THE DEBIT SYSTEM WORK?

When you join the gym as a debit member, every fortnight we send a report to the debtor, Westpac and then they send the report to your bank asking for funds, your membership debt. Your bank tells Westpac if the debit clears or not, then Westpac tells us, Freeway Sports. This report takes up to 3 business days and may take 4 business days to appear on your bank statement.

2. MY MEMBERSHIP FAILED, WHY AND WHAT IS THIS FAILED FEE?

There is 3 reasons why a membership fails.

a. Insufficient funds at the time of the debt. Please refer to your bank statement at look at the balance of when the debit appears on your statement. If the balance is less than your debt you will see the debit leave and then put back into your account later on in your statement. This is an indication of insufficient funds. Our debtor Westpac then sends a report to us notifying us of the insufficient funds and charges Freeway Sports a failed fee, we forward this fee onto you the client. We then rebill you the following Thursday for the failed debt and the failed fee.

b. Problem with your account. If this is has happened then there is a problem with your account and your bank has notified us of this. You will need to provide new account details and fix up the failed debt and failed fee. If you do not know why this problem has occurred you will need to contact your bank to find out why they have rejected the transaction.

c. Card limit. You might have reached your card limit at your bank. Please check this with your bank.

3. I HAVE COME TO CANCEL MY MEMBERSHIP?

Membership cancelation is very straight forward. You can process your cancelation one month prior to your minimum term end date, this is called your earliest end date. We only process cancelation Monday to Friday. You can arrange a time with reception via phone or in person to process your cancelation. Once you have signed the cancelation forms there is 1 month processing time. This means your membership will end at your minimum term end date. If you have passed your minimum term and on a month by month membership as per the terms and conditions of your signed membership form your membership is a month by month membership and you are providing the 1 month to end your membership. You can still use the gym facilities during this time. There is no refund for paid in full memberships once the cooling off period has passed.

4. WHAT ARE MY OPTIONS TO CANCEL DURING THE MINIMUM TERM OF MY SIGNED MEMBERSHIP CONTRACT?

a: Transfer of membership: A Freeway membership, while within minimum term or term, may, at Freeway discretion, be transferred to a non-member for a fee of $65.00. Transfer are subject to special criteria in addition to Freeway normal membership guidelines. The terms of the membership agreement and the Club that the membership is associated with remain unchanged. The transfer fee is not part of your gym membership fees, this is an extra service that requires a fee to process.

b: You may terminate your Agreement before the expiry of the Minimum Term (or payment amount) if all instalments and fees due up to the date of termination are paid and the relevant cancellation fee is paid in full at time of cancellation request. The cancellation fees for all membership options are as follows: If there is 12 months or more of membership fee equivalent remaining on the Minimum Term of the Agreement = $299. If there are less than 12 months but more than 6 months of membership fee equivalent remaining on the Minimum Term of the Agreement = $249. And, if there are less than 6 months of membership fee equivalent remaining on the Minimum Term of the Agreement = $199 OR the amount of the future membership fees payable whichever is the lesser. If this is something you wish to proceed with, please click here.

5. I HAVE MOVED INTERSTATE AND I HAVE PASSED MY MINIMUM TERM. HOW DO I CANCEL MY MEMBERSHIP?

To cancel a direct debit membership and you are no longer in the state due to moving and have passed your minimum term please complete the members cancelation online form click here requesting a cancelation due to moving. A team member will be in touch via email within 5 business days. They will require a signed statement from you stating your intention to cancel your direct debit membership and a copy of your drivers license. This can be emailed when replying to our team. Once documents are received a staff member will reply confirming that we have received your email and that you have provided your 1 month notice to cancel your membership as per the terms and conditions of your membership contract.

6. CAN I SUSPEND FOR LONGER THAN 4 WEEKS?

During your membership contracted minimum term you can suspend your membership for a maximum of 4 weeks. You can suspend for longer but a flight itinerary or medical certificate is required showing the duration of the suspension period. If you do not have one of these documents then you can only suspend for a maximum of 4 weeks. Multiple suspension during your minimum term are accepted but a flight itinerary or medical certificate is required. If you have passed your minimum term of your signed membership contract and are on a month by month membership you can suspend as many times and for however long you like without any documentation. The suspension fee is $10 for the duration of the suspension. The suspension fee is not part of your gym membership fees, this is an extra service that requires a fee to process. To process a suspension please see reception staff during staff hours Monday to Friday. 

7. I JOINED THE GYM AND MY FIRST DEBIT DOESN’T SEEM CORRECT?

When you join the gym on a direct debit membership your first debit will include your Joining fee, direct debit set up, pro rata and your next 2 weeks of your membership. What is the direct debit set up fee? This is a fee to set you up on the direct debit system. All direct debit membership clients are charged this and comes out on your first debit. What is pro rata? Pro rata is your membership fee from the date of joining to your first debit. This can fall within the fortnightly payment. Direct debit memberships are always paid in advance of the membership this means if you were debited then that direct debit is for the next 2 weeks of your membership.

8. WHAT IS THE COOLING OFF PERIOD OF MY MEMBERSHIP?

As per consumer law all memberships have a cooling off period. Freeway Sports cooling off period is 24 hours from the date the signed membership contract. The cooling period is not from the start date of the membership contract. If a client wishes to use the cooling off period and cancel their membership contract it must be within the 24hrs of the contract signed and must signed cancelation forms at reception. There is a cooling of surcharge of $99. This fee covers the cost to the club that has transpired during joining. This fee must be paid at the signing of the cancelation form at reception. There is no refund for paid in full membership once the cooling off period has passed.

9. MY AFTERHOURS ISN’T WORKING?

There are 3 reasons why this can occur.

a. You have not signed up for afterhours. This is easy to do and doesn’t cost you anything. Please see reception with you driver’s license and your account details. The process takes about 5 mins.

b. You have a problem with your account. You will need to see reception.

c. You have breach by letting in someone who didn’t scan their own card or is not a member. If you have done this there is an afterhours breach fee that is charged to your account. Non member $100, Member $50. You can pay for this at reception or it will be debited from your account as per your signed contract.

After-Hours Fee Explanation

Our after-hours rules are in place to protect you and your property from theft, damage, or harm. We take these rules seriously and do not issue warnings for breaches. To access the facility after hours, all clients must scan their membership card—this is a condition you agreed to upon joining.

If you breach the after-hours policy, a fee will be applied to your account:

$100 for non-members $50 for members

This fee covers the additional administrative costs incurred by the club, including:

• Reviewing and saving CCTV footage
• Documenting the breach and applying the fee
• Sending SMS and email notifications
• Managing the process outside of regular staff duties

Door Security Responsibility:
It is your responsibility to ensure the door is fully closed after entering and exiting, preventing unauthorized access. This policy was explained to you at the time of joining, confirmed in a separate form, included in your welcome SMS and email, and is clearly stated on signage at the entrance.

10. WHAT HAPPEN TO MY MEMBERSHIP DURING COVID SUSPENSION?

All membership were suspended and no payments were taken. This means if you had 2 months remaining on your membership or min term before lockdown 6.0 then you will have 2 months remaining after lockdown 6.0