ACCOUNT AND MEMBERSHIP INFO+-
I got charged a $10 fee on top of my membership, why did this happen?
It’s always really important to ensure that you have sufficient funds in your account ready for your membership fees to be deducted. The $10 is a rejection fee.
I just need to cancel, I have been with Roar for over 12 months, what are my options?
All memberships outside their minimum commitment period carry a 30 day paid notice period, as outlined in your membership agreement terms and conditions.
For more information, please contact the Member Services Team here.
I’m sick and only signed up recently, what are my options to cancel my membership?
There is the option to put your account under a complimentary hold until you are feeling better.
However, if you are requesting to cancel due to medical grounds and you are still within your commitment period, medical proof must be presented to the Club, accompanied by your Cancellation Request Form. If this documentation is provided, ROAR Active will allow a break to your contracted term with a 30 day paid notice period being applicable.
For more information, please contact the Member Services Team here.
I’ve moved house and only signed up recently, what are my options to cancel my membership?
If you are within your minimum term and requesting to cancel, proof of relocation of a 30km or more radius to any Roar Club must be provided by means of supporting documentation. This can be a utility account, a drivers licence change of address sticker, anything you can provide to verify your new address, accompanied by your Cancellation Request Form. If this documentation is provided, ROAR Active will allow a break to your contracted term with a 30 day paid notice period being applicable.
For more information, please contact the Member Services Team here.
My bank details have changed, how do I update them?
Updating your bank details is really easy, we can either do this over the phone with you, or in person the next time you are in.
Request to cancel
Minimum commitment terms must be met to process any cancellations. If within minimum term proof of relocation 30km or further or medical proof must be presented in order to commence the 30 day notice period. All memberships have a 30 day paid notice period, as outlined in your membership agreement terms and conditions.
How do I cancel my membership?
We’re sorry to hear you want to leave us, maybe we can help? To begin the cancellation process, you will need to contact the Member Service Team to submit a Cancellation Request Form. One of our friendly team at Roar Active will then get back in touch with you so we can chat to you about some options. After all, it’s our job to make sure your health and fitness goals are met!
Please contact your Clubs location via the below contact information:
- Cockburn – 08 9468 7778
- Canning Vale – 08 9456 2266
- Bibra Lake – 08 9412 0000
- Jandakot – 08 6117 8777
Remember, commitment terms must be met to process any cancellation. Your account must also be up to date and not have any money owing on it.
I need to put my membership on hold, how do I do that?
A membership can be frozen if you are unable to use ROAR Active for a specific period of time, and instead of paying your normal monthly rates we reduce this to just a $4.95 a week holding fee whilst you are away.
To freeze your membership, we would require notice prior to the freeze start date. You must come in to the Club to complete a Suspension Request Form. You may freeze for between two and twelve weeks at a time. ROAR Active will freeze free of charge if a member is sick or injured (Specialist medical proof will be required). For more information, please contact the Member Services Team here.
How much does a ROAR Active membership cost?
ROAR Active membership costs vary by location and the number of clubs you would like to have access to.Membership options include pricing tiers for one specific ROAR Active location, please reach out to our Customer Service team here to find out more.
FACILITIES+-
I am not a member, does Roar Active offer Day Passes?
We would love to have you experience some time at Roar Active! Come join us, we would love to see you!
Non-members can use ROAR Active Bibra Lake facilities on a day pass for a cost of $30 for adults and $10 for children. Non-members can use ROAR Active Cockburn and Canning Vale facilities for a cost of $20 for adults and $10 for children.
All non-members will be asked for a valid form of ID and to complete an exercise waiver prior to entry, and all Club Rules must be followed whilst using the gym.
If a guest wants to use ROAR Active Facilities on a more frequent basis, it may be more cost effective to take out a membership; speak to reception for more information.
How to book
Book using ROAR Active’s booking system here.
I am a member, I have some feedback, where can I direct it to?
We welcome member feedback, we are always looking at ways that we can improve our service offering.
With over 6 locations, and over 100 challenging and innovative Group Fitness classes, we try out best to service all your needs/wants. If there is something you want to share with us in regards to Group Fitness, please contact us here.
If you have feedback for us more of a generic nature, please reach out here. One of our team members will be back in touch with you very shortly.
I am a member of one Club, can I visit a different Roar Facility?
If you are a member of another club, you have the option of paying a $10 day pass to frequent the Bibra Lake facilities. If you are a Bibra Lake member, you have the opportunity to frequent any of our other Clubs at no charge.
I am a member, can I bring a friend?
Let’s be honest, training is always more fun with friends! We say, the more the merrier!
Non-members can use ROAR Active Facilities on a day pass for a cost of $20 for adults and $10 for children.
I want to take my training to the next level, what should I do?
ROAR Actives personal trainers are some of the very best and are guaranteed to give you the results you want. If you have problems achieving your exercise goals, then Personal Training is definitely the recommended solution. If you have questions on how Personal Training can benefit you, please feel free to speak to any Trainer directly, or alternatively contact them using the reception.
Note that the PT’s are not employees or agents of ROAR Active, but are independent professionals.
Is there anywhere I can store my belongings whilst I train?
Lockers are provided to store your personal belongings in whilst you are training. Members must provide their own padlock; we recommend a combination lock, to avoid carrying a key around whilst using the gym. Please speak to reception to find out about locker availability at your club. For more information, please contact the Customer Service team at your nearest Club or reach out here.
GROUP FITNESS CLASSES+-
What time should I arrive for my class?
Participants booked into class should swipe in to the Club at least 5 minutes before the class start time. All participants are expected to arrive into class before the class start time as no late admittance will be accepted. If a participant arrives late, the booking is automatically removed from the class and opened for other members at the class start time, if you do arrive late and there is a space still available.
I can’t get in to a class, how do I go on the waitlist?
If a class is full you will be given the option to book on to a waiting list. Once you have been booked onto the waiting list you will receive an email to confirm. When a space becomes available you will be automatically moved in to the class and notified via email.
Please remember, once on the waiting list you are committing to attend and could be auto booked into the class up to 1 hour before the booking start time. If you decide you can no longer attend, please remove yourself from the waiting list via the Roar App.
I forgot my ROAR Active username and/or password. What can I do?
You can click on the "FORGOT USERNAME AND/OR PASSWORD" links on roaractive.com or in the ROAR Active App. Please reach out to our Customer Service team here to find out more.
How do I book a class?
ROAR Active is famous for running the best and most creative studio timetable in the country. To secure a place for your favourite class, we offer an advanced booking system through the Roar App. Members can book studio classes online 7 days in advance. The booking system will not allow a member to book onto classes that overlap each other.
HEALTH AND SAFETY+-
I am worried about COVID, what can I do?
We understand how tough these last few months have been, and more importantly, the uncertainty the coming few months will bring. It is our job to make sure you have a plan in place focused on not just your physical health, but your emotional and mental wellbeing also.
Please see one of our friendly Customer Service team members or reach out here.
What are you doing to keep the facilities clean?
The safety of our members is always our biggest priority. We have put an extensive range of protective measures in place including; mandatory staff training in COVID-19 protocols, assisting health authorities with contact tracing, increased cleaning and sanitation, members required to wipe equipment before and after use with the sanitising spray bottles.
Where can I find my clubs health and safety plan?
Where required by local ordinance, Health and Safety plans are posted in club. For more details or to request a copy, please reach out to your club’s General Manager.
What are the COVID-19 exposure control measures at Roar Active clubs?
Life has changed and ROAR Active is adapting. We’ve amended our business practices to reflect the times because putting an intense focus on keeping our valued members safe remains our biggest priority.
Learn about the changes we have made on ROAR Active Standard page here.
FAQs
