Here are some of our Frequently Asked Questions. If you have any other specific questions not covered below, don’t hesitate to contact us via our contact page.
Frequently asked questions
How do I book a class?
Online purchase – If you purchased your membership or class pack online use your email address and password to login to our Zen Planner App. Download the App from the App store or Google play and use your login details to book into a class right away. If you require assistance contact our team and we will reset your password, email details to you and double check your website access.
Studio purchase – If you purchase a pack or sign up for a membership in the studio, one of our team members will send you an email invitation to download the Zen Planner App along with the log in details that allow you to set up your account and book into classes.
Once you open the Zen Planner App it displays all the classes available to you. Select your desired training day to display all available sessions, click the big red star saying “Reserve” and you are done.
If you cannot find the App or are having problems, your same personal login details can be used via the log in section on the website at the top right of screen.
What is the General Studio Etiquette?
Be Prompt
Please arrive a minimum of 5 minutes before each class and make sure to sign in using the iPad at the desk. If it is your first session, please arrive 10 minutes prior to the class to get acquainted with the 5th Element team, fill out our waiver form and get a run down on how your class will be structured. In the case of a full class, anyone who arrives more than 5 minutes after the official start time will forfeit their spot to someone waitlisted or drop-ins who are present and waiting.
Towels
Towels are required for all participants in the studio and should be used at all times where necessary. If you don’t have a towel you can hire one from behind the desk. Please place your dirty hired towels in the laundry basket provided.
Hygiene
Good hygiene is important! If you are sick, please don’t schedule a class; if you have a sick child please do not bring them to wait for you in our kids’ zone. Please wash your hands before entering the studio and/or use the hand sanitiser provided. Your classmates will thank you as will we.
Water
Please bring a water bottle to all your sessions as good hydration is important. We invite you to fill and refill your own water bottle at our complimentary water filling station. Should you forget your water bottle, you may purchase bottled water at the front desk.
What if I need to cancel a session?
Our booking and cancellation policy requires all participants to book in advance for classes and personal training sessions to confirm their place. Failure to book in for a session means we cannot secure your spot in a class or time-slot with a coach.
Personal Training – There is no charge to your account if you cancel a reservation more than 24 hours from the start of your session. If you cancel less than 24 hours from your start time you will forfeit your session credit however you do have the option of rescheduling your personal training session for another time during the same week, subject to coach availability.
To cancel a personal training session contact 5th Element first via telephone on 9433 3399 or email info@5thelementfitness.com.au and clearly state the time and day you would like to cancel. Follow up by text or telephone call to your coach to confirm you have emailed the studio and would like to reschedule or cancel your session. If you contact your coach and fail to leave a message at the studio we cannot confirm in a dispute that the cancellation occurred more than 24 hours from the scheduled training time.
Classes – There is no charge to your account if you cancel a reservation more than 12 hours from the start of your class. To cancel a reservation in the Zen Planner App go to the reservations section on the top right of the App to view the list of all the classes you have reserved. Select the reservation you would like to cancel and hit the big red button at the bottom “ Cancel Reservation”. If you cannot cancel the session and it is more than 12 hours from the class start time, please contact us via email info@5thelementfitness.com.au or call the studio 9433 3399. If your cancellation is less than 12 hours from the starting time you have forfeited your session.
What if I'm new to fitness or carrying an injury?
Don’t worry if the movements are new to you or your injury prevents you from doing some of them. Our coaches will teach you to move safely and challenge you to get the most out of your workout. They provide personalised attention and movement modifications to participants to ensure any previous injuries or physical limitations are managed safely.
Do you have a Refund Policy?
Purchase & Refund Policy
Classes and coach assignments are subject to change. All class packages are non-refundable; there are no exceptions. It is your responsibility to read and understand all the terms of your membership or pack options in full. This includes the booking and cancellation policy and all aspects of your membership contract. Please ask the staff if you require any explanation of the terms of your contract before signing. Once you have signed up for a class pack or membership, you acknowledge that you have read and understood the terms or alternatively have chosen not to read the information provided. This voids the right to challenge any aspect of your membership or class pack.
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