Frequently Asked Questions

How do I cancel my membership?

You must come to The Plex to sign a cancellation form. There is a $120 fee to cancel a 12-month installment agreement. There is no fee to cancel a month-to-month agreement, but you must provide a 30-day notice.

Can I freeze my account?

Yes, you can freeze your membership for medical reasons only with a physician’s note. Freeze time does not count toward the length of the contract and will automatically reactivate after 6 months. See front desk for further details.

If I move will I have to pay cancellation fee?

Yes, a fee applies to every membership cancelation. Exceptions will be made for active-duty military with verified orders with report dates that interrupt the 12-month contract.

Do you offer refunds?

Payments for services such as Personal Training, Group Exercise, and Swimming Lessons are final. We do not offer refunds for services that went unused. We do not issue partial or full refunds for “Paid in Full” memberships.

Can my child come with me and sit while I work out?

Yes, your child may sit in the designated area in the workout space. Older children are welcome to hang out and play ping-pong, play board games, or watch a movie in the Plex Lounge. Parents are ultimately responsible for their child’s behavior and safety as the Plex team is not responsible for supervising children.

Do you offer childcare?

No, childcare is not available at this time.

What are your staffed hours?

We are staffed from 8:00 a.m. to 6:30 p.m. Monday through Thursday, 8:00 a.m. to 4:00 p.m. on Friday, and we are not staffed on Saturday and Sunday.

Can I access when it is unstaffed?

Members receive 24-hour access to the hilltop gym during unstaffed hours using The Plex app and our barcode scanner point of entry.

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Book a fitness consultation with one of our experts today.
Fill out the following form to get started. If you have any questions, call us at 903-838-4697.