Member Policies

INTRODUCTION AND DEFINITIONS

In these Rules “the Company” means STEEL Sai Gon Joint Stocks Company (and all of its subsidiary companies trading as STEEL) which provides the Club and its facilities for the benefit of the Members; “the Club” means “STEEL”; “Member” means a Club Member; “Rules” mean the terms and conditions of membership set out below. It is a condition of membership that Members agree to pay the fees referred to in Rule (2.) and agree to be bound by these Rules. These Rules may be revoked, altered or added to from time to time by the Company, without prior notification to Members. Any such variations will be updated on the Club Rules on our website. The Company has created these Rules for the mutual enjoyment of the Members and their guests. The enforcement of these Rules is for the good of all Members.

MEMBERSHIP AND FEE

  1. Members must be at least 18 years of age. Members of 15 to 15 years of age need parental consent when signing up for STEEL Membership - which will be included in the Membership Contract. Junior Members of 10 to 14 years of age can only sign up for supervised Personal Training programs or Junior Fitness Class by parents or legal guardians.
  2. Members shall pay when applicable a non-refundable joining fee at the time of joining at the rate specified.
  3. Membership payments are payable in advance – the full amount to be paid prior to membership start date. Instalment payments are to be made with compatible reward points cards, recognised by STEEL payment methods.
  4. Members must keep the Club informed of their up to date contact details.
  5. All communications shall be presumed to have been received within 5 days of the postmarked date, or ‘sent’ date if via email.
  6. All membership fees are reviewed annually usually on the 1st January, members will be notified of any changes by email or by post giving one full calendar months’ notice.
  7. The Company reserves the right to refuse a membership application from any applicant for any reason.
  8. A photo must be taken at the time of joining or before the first entry to the club. Entry will not be permitted without a photo of the member in question.
  9. Membership is non-transferable and non-refundable, unless there is written agreement to the contrary.
  10. If any monthly fees or charges incurred are not paid when they fall due, the company reserves the right to temporarily refuse the member access to the club until such time as full payment has been made. If any monthly fees or charges incurred are not paid within 30 days after they are due, the club shall have the right to demand payment in full. If such amounts are not paid within 15 days after such demand, membership shall be terminated and the club may pursue any rights it may have to recover the unpaid amount. The Club reserves the right to refer any missed payments to a debt collection agency and will charge you a fee, in respect of failed subscription payments and/or collection letters sent to you in respect of unpaid amounts.
  11. Upon termination of membership, no refund of the admin fee, monthly fees or other fees shall be issued.
  12. To re-join the Club after a termination of membership, any unpaid subscriptions must be cleared, a new membership agreement completed and the prevailing admin fee may be charged.
  13. Should you wish to transfer your membership to a different STEEL club, a transfer fee is payable and your monthly fee will be amended to reflect your new club’s rate. If you transfer clubs within the first 3 months of your membership, you will be required to pay the difference between the joining fee paid when joining your original club and the prevailing joining fee at the club you are transferring to (no refunds payable if this is less than originally paid).
  14. Should you wish to make a change to your membership subscription e.g. upgrade to all clubs, transfer to a different location, downgrade to one club only (where possible), request needs to be submitted by 24th of the month to take effect for the following month.

MEMBERSHIP CARDS

  1. Membership Cards will be issued to all Members on the provision of ID and must be used to activate the entrance gates at the Concierge to enter the Club.
  2. Cards are non-transferable and must not be borrowed to, or used by, another person other than the Member. If any person other than Member the card belongs to uses the card, that Member’s membership may be terminated and no refunds of the joining fee or payment will be given.
  3. STEEL reserves the right to charge a fee for replacement cards.
  4. STEEL reserves the right to retain any membership card if there has been a defaulted payment by the Member concerned.

SINGLE ENTRY

ACCOMPANIED GUEST PASS

  1. All Accompanied Guests must be accompanied by an existing member for the entirety of their visit.
  2. All Accompanied Guests are only allowed in the Member Lounge and Co-working area.
  3. All Accompanied Guests are required to register at the Concierge desk, showing valid ID – 1 guest visit constitutes 1 guest entry to the club.
  4. Members may bring a maximum of 3 Accompanied Guests per visit, unless arrangements have been made in advance.
  5. All Accompanied Guests must be a minimum of 18 years of age.
  6. Members are responsible for ensuring that their Accompanied Guests are aware of, and adhere to, the Club Rules.
  7. STEEL reserves the right to refuse admission to any guest without explanation.

TRAINING DAY PASS

  1. A guest can purchase a single-used Training Day Pass to access any of STEEL Clubs.
  2. A guest may use the Club a maximum of 5 times in a consecutive 12 month period with Training Day Pass. After 5 such visits as a Training Day Pass guest, they must become a Member in order to continue using the Club.
  3. Existing Members can also use their guest reward points/pay a guest fee to use other STEEL sites up to 5 times per site in any consecutive 12 month period.
  4. Training Day Pass Guests are to adhere to Club Rules.
  5. STEEL reserves the right to refuse admission to any guest without explanation.

USE OF FACILITIES AND SERVICES

  1. Club opening hours are fixed by STEEL and are subject to change without prior notice.
  2. STEEL may at any time close the Club’s premises or any part thereof, without notice, in order to; execute repairs, alterations, accommodate external events, re-decorations or otherwise, to facilitate Club programmes or on certain holidays.
  3. Only members of staff or a nominated 3rd party may provide personal training services within the Club.
  4. Members are requested to arrive at the club for appointments and studio classes at least 5 minutes before the official start time. An instructor may refuse entry if a Member arrives later than the start time, or may ask any Member to leave a class if they feel theirs, or another’s, safety or enjoyment is in jeopardy.
  5. STEEL reserves the right to refuse entry to the Club’s premises at its absolute discretion. Please see our Booking Policy for more information.
  6. It is the Member’s or guest’s responsibility to ensure that they are capable of undergoing any activity within the Club. All activities and treatments are pursued at the Member’s own risk.
  7. Whilst every effort has been made to ensure the accuracy of the class programme, the management reserves the right to cancel or reschedule classes after publication and at short notice. The programme may be amended during public holidays.
  8. Use of fitness areas and other Club facilities is at the Member’s or guest’s own risk and under their own medical advice.
  9. Proper attire, as determined by STEEL, must be worn in the Club – this includes not going topless in the fitness areas or studios. Members are requested to wear at all times appropriate clean footwear in the fitness areas. Appropriate attire must be worn in the restaurant and/or Member Lounge area.
  10. Pets are strictly not allowed in the Club.
  11. Smoking is strictly not permitted anywhere in the Club.
  12. Only food purchased from the club should be consumed within the club.
  13. No alcoholic beverages or drugs of any kind may be brought into the Club. Violation of this rule will result in immediate expulsion from the Club and may result in termination of membership.
  14. Members or guests shall not use the Club’s facilities whilst under the influence of alcohol or drugs. In the event they do so, this is entirely at their own risk.
  15. Mobiles may be used for phone calls in all areas of the club excluding wet areas, if done discreetly and in a non-disruptive manner. Members may only take photos or film using mobiles phones on the gym floor, and it is done discreetly with no other members in shot. The use of professional photography or videography equipment is prohibited. Members can utilise any studio space which is not in use for filming. Photography and filming is prohibited in all changing rooms and wet areas.
  16. In the interest of safety, no glass container may be taken into any fitness areas, changing areas.
  17. Be considerate of others; loud or abusive language will not be tolerated.
  18. Club property, including towels, toiletries, workout clothes, etc., is provided by the Club as a courtesy to its Members during Club usage only. Removal of Club property from the premises may result in the termination of membership privileges and legal action.
  19. Member appointments for medical centres, personal training and recovery treatment that have been booked require 24 hours’ notice when cancelling. If a Member fails to attend an appointment without providing such notice, the Club reserves the right to charge the full cost of the appointment. Please see our Booking Policy for more information.
  20. Members are required to leave workout areas clean and tidy. As a courtesy to other Members and for health and safety reasons, equipment needs to be replaced in the storage areas/racks provided and equipment must be wiped down after use.
  21. Any unused Personal Training sessions or reward points, cannot be refunded.

USE OF FACILITIES AND SERVICES

  1. Lockers may be available for use by Members and their guests whilst they are on the Club’s premises, subject to availability.
  2. Members must ensure that the contents of the daily lockers are removed at the end of their visit. Only Members who have paid to hire a permanent locker may have personal items left in their lockers overnight.
  3. Permanent lockers remain the property of the club and under no circumstances can be shared with another member. The club reserves the right to open lockers without the member’s permission or the member being present.
  4. All bags must be kept in lockers and should not be taken into the fitness areas.
  5. STEEL reserves the right to remove the contents from any ‘non-permanent’ locker, which has not been emptied after the visit.
  6. Property cleared from lockers, or left on the premises, shall be held for between 10 – 31 days, depending on storage available onsite. Unclaimed items are donated to charity.

LIABILITY

  1. Neither the Club nor STEEL will accept liability for any damage or loss to a Member’s or guest’s personal property brought into the Club’s premises.
  2. All activities and treatments are taken at the Member’s or guest’s own risk.
  3. Neither the Club, STEEL the Company nor their servants and agents shall be liable for personal injury sustained by Members or their guests whilst on the Club’s premises, except in so far as it can be proven that this relates to the wilful act, neglect or default of the STEEL Company or the Club or any servants or agents.
  4. Members or guests who suffer an accident or injury on the Club premises must report the accident or injury and the circumstances in which it occurred to the Operation Manager immediately following the accident or injury.

HEALTH AND SAFETY WARRANTY

  1. Members and guests must warrant and represent that they are in good physical condition and capable of engaging in exercise and notify a member of the fitness team immediately in order that Member/guest notes and their programme can be updated or medical clearance obtained. If through injury or other reason, such as pregnancy, this is not the case, they must consult a doctor before engaging in exercise and that he/she knows of no medical or other reason why he/she is not able to engage in active or passive exercise and that such exercise would not be detrimental to his/her health, safety, comfort or physical condition.
  2. The Member shall not use any Club facilities whilst suffering from any infectious or contagious illness, disease or other ailment or whilst suffering from a physical ailment such as open cuts, abrasions, open sores or minor infections where there is a risk that such use may be detrimental to the health, safety, comfort or physical condition of other Members.
  3. We recommend that before using the club you familiarise yourself with the fire exits and emergency routes in case of evacuation. It is the responsibility of each individual to follow the relevant instructions.

CANCELLATION OF MEMBERSHIP

  1. Requests for cancellation must be made on a cancellation form available at the Concierge or can be emailed to you. You will receive an email confirmation within 2 working days – until you receive this email the cancellation will not be valid.
  2. Membership cannot be amended whilst in the notice period. Verbal instructions to amend or cancel a membership cannot be accepted, all requests must be in writing.
  3. Memberships can only be cancelled if subscription collection is active.
  4. All member benefits that are in place at point of termination will be removed from the account and are non-redeemable. Monthly fees and/or prepaid fees are not refundable.
  5. Ex-members wishing to re-join the club will be asked to pay a joining fee plus any unpaid balance from the previous membership.
  6. The Company shall have the right to suspend or withdraw Club privileges or membership from any Member who, in their opinion, has abused privileges or conducted himself or herself in a manner deemed detrimental to the Club staff or its Members. Such expulsion or suspension shall become effective immediately and no reimbursement will be issued to such Member of the prorated portion of their unused monthly fees. There will be no refund of the joining fee.
  7. The Operation Manager or a designee shall have complete charge of the Club whilst on duty. Members may be suspended or expelled from the Club immediately if they display conduct which is, or is likely to be in the sole opinion of the Company, injurious to the character of the Club or the interests of the Members and staff, or if they commit a serious or repeated breach of these Rules, in particular where amounts owing to the Company are unpaid.
  8. An expelled Member forfeits all the privileges of the membership and all rights against the Company. An expelled Member will not be entitled to any refund of their joining fee or subscription and must pay all amounts owed to the Company forthwith.

FREEZING POLICIES

  1. Requests for freezing shall be at the sole discretion of the Club.
  2. A minimum of seven days’ notice must be given to freeze your membership, freezes will not be accepted in retrospect.
  3. Extension or amendments to your freeze must be made in writing via email or through the website, and count as an additional freeze request.
  4. Freezes can only be processed when a resume date is given.
  5. Your membership needs to be live if you wish to serve notice to cancel your membership.
  6. When you have a need to freeze your member subscription for personal reasons, please contact the Customer Service Department for instructions on the procedure.
  7. The minimum time of each reservation is 10 days.
  8. Free freezing package: Members can freeze the package without paying fees for a maximum of 90 days.
  9. Charged freezing package: After the free dedicated days, a freezing fee of VND 200,000 will be charged. Members can reserve up to 1 year.
  10. Your package will be frozen for the same amount of time and reactivated when STEEL can resume service in the event that STEEL is forced to suspend services due to a situation beyond our control, including but not limited to: fire, weather, war, government decrees, terrorism, pandemics, or other situations beyond our control.

CCTV

  1. Closed circuit cameras operate throughout the Club (except in the changing areas)
  2. Any unlawful activity within the Club may be reviewed for possible legal action.

STANDARD COMPLAINTS PROCEDURE

Members are encouraged to give feedback, they can either do this by emailing the membership team on hello@steelsaigon.com who will ensure it makes its way to the right person in order to respond, or by speaking to the club concierge team when in the club, who will do the same.

STEEL REWARD POINTS

  1. Any reward points added to a membership account can be redeemed at all STEEL Clubs. It cannot be exchanged wholly or in part for cash. The clubs reserve the right to amend/withdraw the validity of reward points without prior notification.
  2. Reward points are valid at the following places: Recovery Treatment, STEEL F&b Menu or in-centre F&B Partners, Personal Training sessions and Merchandise products.
  3. Guest passes can also be purchased with Reward points.
  4. Reward points are non-transferable.
  5. Member reward points are valid for 1 year.
  6. Please mention reward points at time of booking a service.
  7. Referral reward points: you will receive reward points for every new member who mentions your name at point of joining, however reward point is not available in the following circumstances; in conjunction with any other offer, for ex-members re-joining the club within 2 years of leaving, new joiners who were previously in communication with the club, members joining together cannot refer each other and/or if they join on the same day, couples paying only one joining fee cannot refer each other. Memberships must be active for reward points to be redeemed. Please note: reward points can take up to 2 weeks to be added to a members account once the new joiner’s membership has become active. New joiners must remain a member for a minimum of two months for reward points to apply. Any unused Personal Training sessions or reward points cannot be refunded once you leave the club.

BOOKING POLICIES

  1. Members book directly with their coach. The training schedule will be recorded in STEEL's system.
  2. Members are allowed to cancel the booked session at least 2 hours before the training time. In case a member cancels the training session less than 2 hours before the practice time, the training session will be cancelled, however the system will still record this training session as successfully scheduled.
  3. Members are allowed to reschedule for 2 hours the same day after cancelling the booked session.
  4. Members are allowed to reschedule 1 time before the practice time/day.
  5. Please be there with the coach at the appointed time. The practice session must still end on time even if you arrive late.