Member Policies

Date of latest update: 30/11/2025
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Enquiry Contact Information:
‍Email: hello@steelsaigon.com
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The Membership Terms & Conditions below are a condensed summary of the Member Contract and the Member Policies that you agreed to when purchasing your package, and are presented for clarity and ease of reference.

In the event of any discrepancy or inconsistency between the version published on the Website and the executed Member Contract and Member Policies, the executed Contract and Policies shall prevail and govern.

“STEEL Club” means the Company as identified as Party A – the Service Provider under the Service Agreement to which this Appendix is attached; hereinafter referred to as the “Club”, “STEEL”, or the “Company.” 

“Member” means a Customer who holds a valid and active Service Agreement executed with the Company.

“Guest Pass User” (Walk-in Guest or Guest) means a Customer who purchases and uses standalone service packages (including daily, weekly, or monthly passes).

“Invite Guest” means a Guest Pass User who is introduced or accompanied by a Member, subject to the specific entitlements associated with each Membership type.

1. CHECKING IN
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You are required to check in at the Front Desk upon entry to any Club, in order to access and use the Club, to display your membership card, key fob, mobile phone QR Code or other access and identification method made available by STEEL. If you leave and re-entry the Club, you will need to check in again with the Front Desk.

2. IDENTIFICATION

A photo must be taken at the time of joining or prior to the Member’s first entry to the Club. STEEL reserves the right to require the Member to maintain a photo and a copy of their photo identification (ID, Passport or Driving Licences  on file with STEEL for the purpose of verifying identity during Club check-in.

3. MEMBER ACCOUNT AND MEMBERSHIP CARD

The Membership Card and Member Account login credentials will be provided to the Member by the Company within thirty (30) days from the contract start date, on the provision of valid ID, via the personal email registered by the Member.

4. LOSS OF MEMBERSHIP CARD

In case the Membership Card is lost, stolen, or the Member wishes to reissue a card, the Member may contact the Club’s front desk to request a replacement.

- Each Member is entitled to one (01) free replacement card during the entire term of the Contract.
- From the second loss onward, a reissuance fee of 500,000 VND per card per time will apply.

5. NON-TRANSFERABLE AND LENT TO

The Membership Card is non-transferable and may only be used by the Member whose name appears on the Service Agreement to which this Appendix is attached. Any act of lending, permitting use by another person, or allowing any individual other than the named Member to use the Membership Card to access or utilize STEEL’s club facilities and services is strictly prohibited.
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In the event that the Membership Card is used by any individual other than the Member named in the Agreement, STEEL reserves the right to immediately terminate the Member’s corresponding Service Agreement in accordance with Clause 11.2(f) of the Service Contract, without prior notice.

6. GOOD STANDING

The Company reserves the right to withhold the Membership Card and/or deactivate the Member’s QR code and/or suspend Member Account login if the Member violates any terms of the Membership Agreement, the Regulations, the Policies, or any appendices thereto.


7. ACCESS WITH GUEST PASS AND INVITE GUEST PASS

GUEST PASS

With purchase of any of STEEL’s Guest Pass (Day pass, Weekly pass, or Monthly pass), Guests will be issued a Guest Card or Guest key fob, and/or mobile phone QR Code to use for Check-in at Front Desk.

For first time access, all guests are required to check in at Front Desk, present a proper photo and ID identification, and sign a Guest Waiver in order to access and use the Club.

INVITE GUEST PASS

Members may bring guests to the Club on payment of the prevailing Invite Guest fee or through the use of valid member credit that can be used towards an Invite Guest pass.

For first time access, Invite Guests are required to check in with their Invite Guest Pass QR Code provided to them by a STEEL Member at Front Desk, present a proper photo and ID identification, and sign a Guest Waiver in order to access and use the Club.

OPENING HOURS AND CLOSURE NOTICE

1. The daily operating hours of each Club are posted at the Club’s front desk. Operating hours during holidays and New Year periods will be announced in advance for each occasion.

2. The Club reserves the right to close or temporarily restrict access to any part or the entirety of the Club premises for the purposes of maintenance, repair of facilities or equipment, event organization, or decoration and setup for festivals, holidays, or special occasions. The Club will provide prior notice to Members regarding any scheduled closure, except in cases of emergency or force majeure.

USE OF FACILITY
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3. USE OF EQUIPMENT AND TRAINING AREAS

Members must handle all equipment, tools, and Club property with care at all times. Members are required to comply with the usage instructions specific to each piece of equipment and adhere to the rules applicable to each training area.
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Any damage, loss, or malfunction resulting from misuse, negligence, or breach of these rules by a Member shall be the sole responsibility of that Member, who will be liable for the full cost of repair or replacement.

4. RETURN OF EQUIPMENTS ORDERLY

Members must return all equipment to its original position immediately after use. If any equipment appears damaged or unsafe, Members must report it immediately to the front desk or Club staff for assistance.

5. Members must not alter, repair, or use Club property or equipment without staff or trainer supervision.

6. PETS

Pets are not allowed inside the Club.

7. WEAPON AND ILLEGAL SUBSTANCES

Weapons, illegal substances, or other dangerous items are strictly prohibited inside the Club.

8. FOOD & DRINK

Eating and drinking are not allowed in training areas, except in the lounge or designated café areas.

9. USE OF STUDIO

Training rooms will be locked when there are no scheduled classes. Members may only use empty rooms under the supervision of a Club personal trainer. Specialized equipment may only be used with the Company’s permission.
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GROUP CLASS
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10. GROUP CLASS BOOKING

For group classes, Members must register in advance at the front desk or via the Company’s mobile application in accordance with regulations. Class sizes are limited; Members should check schedules and registration times on the app.

11. GROUP CLASS PUNCTUALITY

Members are advised to arrive at least five (05) minutes before class start time. Late arrival may result in loss of place and denial of entry once the class has begun. After five (05) minutes from class start, no additional participants will be admitted.

12. GROUP CLASS BOOKING CANCELLATION

Members may cancel a Group Class booking up to ten (10) minutes before the scheduled class start time. If a Member fails to cancel within this time frame or does not check in by the start of class, the booking will be recorded as a “missed” class.
If a Member accumulates three (03) missed class bookings within a thirty (30) day period, the Member will be suspended from booking Group Classes for a period of seven (07) days following the third recorded violation.

13. MAT POSITIONS

For classes that use mats, the Club provides mats on the floor to mark each Member’s position. For hygiene and personal safety, Members may bring and use their own mat by placing it over the designated area during training.

14. GRIP SOCKS

Members are required to wear Grip Socks when participating in Pilates classes that utilise the Reformer or Cadillac Tower equipment, to ensure safety and hygiene during the session.

15. GROUP CLASS PARTICIPATION DENIAL

An instructor may refuse entry if a Member arrives later than start time or may ask any Member to leave a class if they feel theirs, or another’s, safety or enjoyment is in jeopardy.

16. CHANGE OF SCHEDULE AND TRAINING PROGRAM

The Company reserves the right to adjust class types, trainers, or operational procedures while maintaining Member benefits. Updates to class programs, schedules, and trainers will be posted at the Club’s front desk before class start time. Members may provide feedback via the Customer Feedback Form available at the front desk.

RECOVERY FACILITY: SAUNA, STEAM ROOM, COLD PLUNGE AND HOT PLUNGE

17. Members are requested to shower before entering the sauna, stream room, and/or hot plunge pools, cold plunge pools.

18. Shaving or exfoliating within the sauna or steam room is not allowed.

19. Members should not use the sauna, steam room, or cold/hot plunge pools if they have consumed alcohol, are pregnant, or have high blood pressure, heart conditions or other cardiovascular conditions. It is recommended to use sauna or steam room for no longer than 15-20 minutes and to cool down afterwards gradually.

20. Members should not use Cold Plunge Pools or Cryotherapy if they are pregnant, have conditions that can be exacerbated by cold exposure such as Raynaud’s disease, or have high blood pressure, heart conditions or other cardiovascular conditions.

PRIVATE MEMBER LOUNGE

21. PRIVATE MEMBER LOUNGE ACCESSIBILITY ELIGIBILITY

Only Members holding an eligible membership tier are permitted to access and use the Member Lounge.STEEL reserves the right to ask any individual to leave or impose a penalty fee if a customer without the appropriate membership tier enters or uses the Lounge.

The penalty fee for unauthorized use is VND 1,000,000 per violation.

22. COWORKING SPACE

The Coworking Space is designated for Members to work, discuss, converse quietly, or conduct online meetings. Members must keep their voice and audio levels courteous and moderate, ensuring they do not disturb nearby Members.

23. QUIET LOUNGE

The Quiet Zone is a strictly silent area where talking or creating any noise is not permitted. Members are expected to respect the personal space of others and maintain a calm, quiet environment at all times.

24. MEETING ROOMS

Members must book in advance to use the Meeting Room located within the Member Lounge. The Meeting Room is subject to hourly fees, as displayed at the Front Desk. Members may redeem Reward Points to reserve and pay for Meeting Room usage.

PROPER ATTIRE

25. Members must wear appropriate sportswear and athletic shoes at all times while training.

26. In certain group classes, such as Mat Pilates or Yoga, the instructor may require members to remove footwear for the class as a condition of participation.

27. Members are required to wear appropriate swimwear and a bathrobe when entering the Recovery Zone (including the sauna, steam room, hot and cold plunge pools). Members are not permitted to be fully undressed, wear only underwear, or wear regular clothing such as jeans, t-shirts, or any other inappropriate attire within this area.

USE OF MOBILE PHONE, PHOTOGRAPHY OR VIDEOGRAPHY EQUIPMENTS

28. The use of mobile phones, cameras, or any other recording devices is strictly prohibited in locker rooms, showers, and other private spaces such as spa treatment rooms.

29. The use of mobile phones, cameras, and recording devices is also prohibited in Kids Studio / For Kids Only areas, pool areas, and during Group Fitness Classes.

30. As a courtesy to other Members, you may not make phone calls or use any video chat applications while on the Club floor.

Members may take photos or videos in public areas of the Club (including, without limitation, Club floors, studios, juice bars, cafés, and the Shop) solely for personal use.

31. Members may not take photos or videos within the Club for the purpose of promoting their own or any third party’s business, products, or services.

32. The use of lighting equipment, tripods, gimbals, or similar devices for recording or photography is strictly prohibited.

33. Members must always respect the privacy of others and may not intentionally record or photograph another individual without their consent.

If a photo or video taken within the Club is posted online or on social media and another individual featured in that content raises a complaint, STEEL reserves the right to request that the content be removed.

BEHAVIOUR, MANNERS AND ETIQUETTES

34. Members may not promote or sell products/services without the Company’s written consent.

35. Members must not engage in any behavior deemed by the Company to affect safety, order, training environment, reputation, or business operations.

36. Members must not use vulgar language, shout, fight, or behave aggressively within the Club.

37. Smoking, alcohol, or stimulant use is strictly prohibited within the Club premises.

38. Children under fifteen (15) years old, guests, or customers who violate the Club’s rules or behave inappropriately may be placed on the Company’s Blacklist and denied access to training areas. The Blacklist will be determined by Club Management and communicated to Members.

39. Any form of harassment, discrimination, loud or disruptive behavior, or conduct affecting the safety or comfort of others is strictly prohibited. STEEL reserves the right to refuse service or terminate the Membership Agreement immediately if such behavior seriously affects Club operations.

PERSONAL TRAINING SERVICE

1. PAYMENT AND USAGE DURATION

Personal Training Sessions (including Pilates Training 1:1 Sessions) are available only to active members.

The validity period of all registered 1:1 Personal Training Sessions shall correspond to the duration of the Member’s active Membership package.

All Personal Training Sessions that have been registered and paid for are non-refundable under any circumstances.

2. TRANSFER AND ROLLOVER OF PERSONAL TRAINING SESSION

When the Members renews their Contract or purchases another training package within 30 days from the Contract expiration date, all remaining PT sessions will be transferred to the new training package. After this period, the policy of Rollover PT Sessions will not be applicable.

Members cannot transfer accumulated PT sessions to others.

Members cannot convert unused sessions with PT to other services.

3. SHARABLE PT SESSION PACKAGES

In certain cases, 1:1 Personal Training packages with a large number of sessions may include the benefit of sharing the package with one (01) additional individual. The individual sharing the package must be a valid Member with an active Membership package at STEEL during the same training period.

4. PT SESSION DURATION

STEEL provides training services with a PT or Rehabilitation Therapist. For training sessions with a PT, each session shall have a minimum duration of 45 minutes and a maximum of 90 minutes. In the event a session lasts less than 45 minutes without confirmation from the Member, STEEL shall have the right not to record the session in the system. If a session exceeds 90 minutes, STEEL shall record it as two sessions.

5. PT SESSION BOOKING AND CANCELLATION

For PT Session booking, Members can book directly with their assigned PT or through STEEL Member App. Members are allowed to reschedule once per booking; already rescheduled sessions cannot be canceled.

If Members want to cancel a scheduled booking, they must notify STEEL at least 2 hours in advance. If cancellation occurs within the 2-hour window before the scheduled appointment, the session will still be canceled, but the system will register it as a successful appointment booking.

Members who arrive late must still end their Training session at the scheduled time.

6. NO OUTSIDE TRAINER

For safety and professionalism, only Personal Trainers employed or contracted by STEEL are permitted to provide personal training or coaching services within the Club.

Members are not permitted to use any Club space to provide personal training services or to engage in any coaching-related activity for others during workouts, including, without limitation: in-person instruction (demonstrations, spotting, form corrections, technical advice, program design) and remote/indirect instruction (recording, calls/messages, or online guidance while on Club premises), whether with compensation or not.

RECOVERY THERAPY SERVICE

7. PAYMENT AND USAGE DURATION

Personal Training Sessions (including Pilates Training 1:1 Sessions) are available only to active members.

The validity period of all registered 1:1 Personal Training Sessions shall correspond to the duration of the Member’s active Membership package.

All Personal Training Sessions that have been registered and paid for are non-refundable under any circumstances.

8. SHARABLE PT SESSION PACKAGES

In certain cases, Recovery Therapy Packages with a large number of sessions may include the benefit of sharing the package with one (01) additional individual.

The individual sharing the package must be provided with one (01) Invite Pass by the primary Member of the package in order to access the Club and utilise the services under the Recovery Therapy Package.

9. TREATMENT SESSION BOOKING AND CANCELLATION

For Members using recovery services, appointments are booked via the hotline of the Club where service will take place.

Members are allowed to reschedule appointments once per day within a 2-hour timeframe on the same day, provided that the Therapist still has availability during that time slot.

If cancellation occurs within the 2-hour window before the scheduled appointment, the session will still be cancelled, but the system will register it as a successful appointment booking.

Members who arrive late must still end their Treatment session at the scheduled time.

10. MUTUAL RESPECT

Sessions and Treatments are voluntary activities in which you may choose to participate.
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You understand and acknowledge that the nature of Personal Training, Pilates, and Recovery Treatments may require close physical contact between you and your trainer, instructor, or therapist, and that they may need to touch your body to provide appropriate adjustments or guidance.You may end your Session or Treatment at any time if you feel uncomfortable or unsafe.
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If you have any concerns or complaints regarding how a Session or Treatment was conducted, please raise them with the Club Management.STEEL upholds its personnel to the highest standards of professionalism and expects the same level of respect and conduct from all Members.
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If you make any inappropriate or sexually suggestive remarks or advances, your Session or Treatment will be terminated immediately, and STEEL may, at its discretion, terminate your Membership or take any other disciplinary action it deems appropriate.

1. PERSONAL PROPERTY

Members are responsible for their own belongings at all times, including items placed inside or outside the lockers.

2. DAILY LOCKER

Lockers in the changing rooms are for same-day use only (except for private lockers). The Club Management has the right to open any locker left locked overnight for safety reasons and bears no responsibility for any loss. A written record will be made between the Member, the customer service representative, and any third-party personnel (if applicable) before returning the belongings.

3. TRAINING LOCKER

Members must not leave personal items or belongings in the common training areas to ensure safety and convenience for themselves and others. Lockers are provided in training zones, and Members must store personal items inside lockers rather than in the training area.

The Club Management has the right to open any locker left locked overnight for safety reasons and bears no responsibility for any loss. A written record will be made between the Member, the customer service representative, and any third-party personnel (if applicable) before returning the belongings.

4. PRIVATE LOCKER

Private Lockers may be rented for an additional, non-refundable fee, or may be included as a benefit in the certain Membership Tiers.

Private Lockers are intended for Members’ personal storage. Although the Private Locker area is monitored by CCTV, Members are strongly advised not to store valuables inside. STEEL shall not be held liable for any loss or damage to personal belongings kept within Private Lockers.

Private Locker privileges included in a Member’s existing Membership Tier will automatically terminate upon cancellation, expiration, or termination of the Membership Contract for any reason.

Upon termination of the Membership Contract, STEEL reserves the right to open any terminated Private Locker and dispose of all remaining contents without notice, and shall bear no liability for any resulting loss or claim.

5. TRAINING TOWELS, BATH TOWELS, BATH ROBE AND TRAINING CLOTHES

Towels, bath robes, workout clothes, and other personal items are provided by the Club for Member use during training. After use, Members must return them to the designated area. In case of loss or damage, Members must compensate according to the following rates:
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- Large towel: 200,000 VND
- Small towel: 200,000 VND
- Bathrobe: 500,000 VND
- Workout shirt: 800,000 VND
- Workout shorts: 800,000 VND
- Socks: 100,000 VND

1. Members can freeze free of charge for a maximum period, with the specific number of days depending on the type of training package (details are provided in the "Training Package Information Appendix"). 

2. In case of a demand to freeze the training package, Members must send a notice to STEEL via email at least five (05) days prior to the intended freezing date.

3. Each freeze request must be for a minimum period of five (05) consecutive days. If a Member initiates a freeze for a duration shorter than five (05) days, the system will automatically deduct five (05) days from the total remaining freeze allowance under this policy.

4. For female Members who are pregnant, in addition to the standard freeze period, they will be granted an additional 90 days of freeze time. The freeze period cannot be split and can only be applied once during the entire pregnancy.

5. In the event that the Member has justifiable reasons (including: health issues certified by a medical facility, or business trips certified by an agency/organization), STEEL may consider permitting a freezing period exceeding the maximum duration specified in the Training Package Information Appendix.

6. Members may purchase additional freeze days at a rate of VND 1,000,000 per 30 additional freeze days, which will be added to the total freeze balance of the current membership package.

The total cumulative freeze period for any membership package – including both the complimentary freeze days included in the package and any additional freeze days purchased – shall not exceed 50% of the total duration of that membership package.

7. For packages with Secondary Members, only the Primary Member can request a freeze. During the freeze period, Secondary Members cannot use any services in such Membership.

8. After the maximum freeze period, the training package will automatically reactivate. The freeze period for the training package is counted from the date the Member receives a confirmation email of successful freezing.

9. In cases of force majeure requiring STEEL to suspend services, such as: fire, weather conditions, war, government decrees, terrorism, pandemics, or situations beyond STEEL’s control, the Member’s training package will be frozen for the same period and reactivated when STEEL is able to resume services.

1. The Customer is responsible for determining and ensuring that they are in good health to participate in training.

2. The Customer must affirm that they are in good physical condition, not subject to any medical restrictions on exercising and able to voluntarily perform exercises without endangering their health and safety. In the event the Customer feels their health condition deteriorating or experiences an injury during the training process, the Customer shall immediately inform the nearest STEEL staff member for timely assistance.

3. The Customer understands and acknowledges that there are risks and hazards associated with physical training that may occur. These risks include, but are not limited to: abnormal blood pressure, fainting, cardiovascular disorders, sprains, and muscle strains. Additionally, training beyond one’s physical limits and/or accidents related to training equipment may result in serious injury.

4. Members agree to exempt STEEL and STEEL’s staff from any damages, losses, or costs arising from the following cases that result in personal injuries and/or property damage caused by the Member’s negligent or intentional acts. 

These cases shall include, but are not limited to, the following:

a. Members fail to provide sufficient information about the Emergency Contact, leading to delays in communication and  first aid.

b. Members are not truthful about their health conditions. 

c. Members experience health issues during training but do not notify STEEL.

d. Members do not comply with the instructions of STEEL’s PT/staff, use the training equipment/tools for unintended purposes, contrary to the usage instructions, and/or beyond the recommended usage at STEEL.

e. Members engage in training beyond their physical capacity, not suitable for their health condition.

f. Loss or damage to the Customer’s personal property. For clarification, in this case, STEEL will assist and cooperate with the authorities when necessary for investigation.

g. Force majeure events arising beyond STEEL’s reasonable control.

WHAT IS REWARD POINT PROGRAM?

1. The Reward Point program applies to all Club Members.

2. Each Reward Point is equivalent in value to 1,000 VND.

HOW TO GET REWARD POINTS?

3. PERSONAL TRAINING SESSION REWARD

When purchasing and completing a Personal Training (PT) session, the Member will receive 50 Reward Points per session, credited after completion. Canceled sessions are not eligible.

4. CHECK IN REWARD

Upon check-in for training, the Member receives 5 Reward Points per day. Multiple check-ins in one day will still total a maximum of 5 Reward Points per day.

5. REFERRAL REWARD

Members earn Reward Points for referring new Members, except in the following cases: The new Member purchases a non-official package, The new Member re-joins within two (02) years of leaving the Club, The new Member registers on the same day, Or in other cases as updated by the Club.

6. OTHER REWARD POINT PROGRAMS

Members may also earn Reward Points through promotions, events, or marketing campaigns organized by the Club.

The number of Reward Points awarded depends on each program and is announced according to current policy.

HOW TO REDEEM REWARD POINTS?

7. Members may use Reward Points to purchase: PT sessions, Recovery sessions, training packages, official Club merchandise, or other products under the Club’s merchandise program.

8. Reward Points cannot be used in conjunction with other promotional discounts.

9. Reward Points are non-refundable and cannot be exchanged for cash under any circumstances.

10. Reward Points are non-transferable between Members.

REWARD POINT VALIDITY

11. Reward Points are valid until June 30 each year and will reset to zero (0) on July 1. For prepaid cards, Reward Points expire when the customer is no longer a Member.

12. Reward Points cannot be retained during membership freeze periods.

1. Invite Pass credits purchased with Reward Points or cash will expire within two (02) months from the date of issue if not redeemed, or upon termination of membership — whichever occurs first — unless otherwise agreed in writing by STEEL. 

2. Complimentary Guest Passes or Invite Passes issued by STEEL may be subject to different terms and conditions, including usage limitations, which will be clearly stipulated at the point of issue.

3. The Club reserves the right to limit Guest Pass usage times or periods seasonally to ensure optimal member experience.

4. A Guest may access the Club a maximum of five (05) times within any consecutive twelve (12) month period. Beyond this limit, the Guest is required to become a Member in order to continue using the Club facilities.

5. Members are responsible for ensuring that their Invite Guests are familiar with and adhere to all Club Rules and etiquette standards during their visit.

6. STEEL reserves the right to refuse admission to any Guest or Invite Guest at its discretion and without explanation.

7. Members may use their Invite Pass credit or pay an Invite Guest Fee to access other STEEL Clubs outside of their Membership coverage, up to a maximum of four (04) times per month.