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DRIVE FITT Company Policies

2.1 Membership, PT & Cricket Programs

DriveFitt shall be selling below mentioned membership packages which will include access to gym & cricket nets. However, any additional service like PT/Cricket Coaching shall be sold separately as per applicable rates defined by the DriveFitt Management.

A. Membership Programs

Plan
Packs
Conditions
Child Membership (5 to 17 yrs old)
1 day 1 Month 3 Months 6 months 12 months
1. Min age criteria applies across the club. 2. Min age criteria for accessing gyms is 13 yrs or above 3. Children under 17 must work out/practice under Parental/professional supervision (PT/Cricket coach)=
Family 2 – 2 adults + 2 children (5 to 17 yrs old)
1 day 1 Month 3 Months 6 months 12 months
1 day 1 Month 3 Months 6 months 12 months
Family 1 – 2 adults + 1 child (5 to 17 yrs old)
1 day 1 Month 3 Months 6 months 12 months
1. Min age criteria applies across the club. 2. Min age criteria for accessing gyms is 13 yrs or above 3. Children under 17 must work out/practice under Parental/professional supervision (PT/Cricket coach)
Adult Membership – Single
1 day 1 Month 3 Months 6 months 12 months
Minimum age 18 years or above

B. PT Programs

  • 1 month/12 sessions - Types of memberships - Single, Couple

  • 3 months/36 sessions

  • 6 months/72 sessions

B. Cricket Coaching Programs

  • 1 month/12 sessions

  • 3 months/36 sessions

  • 6 months/72 sessions

C. Free One day trial pass (for gym)

Applicable after club is operational.

2.2 Activation of membership

The membership is automatically activated the next day as per date of payment of membership fees.

2.3 Membership Transfer policy

Membership can be transferred to a non-member as well as to another DriveFitt location in India

  1. Inter Gym transfer-

    1. Case 1 – Default Transfer, if a member of Club “A” has been utilizing services at Club “B” beyond 30 days, his/her membership shall get automatically transferred to Club “B” with a nominal charge of Rs. 1000 plus GST else he/she can transfer membership to a non-member at Club “A” with a nominal charge of Rs. 1000 GST.

    2. Case 2 – Voluntary Transfer, if a member of Club “A” wants to get the membership transferred to Club “B”, Rs. 1000 plus GST will be charged as transfer fees at Club “A” and balance period membership fees shall get credited to Club “B”.

  2. Member to Non-member – Membership at the same location can be transferred only to non-members at a nominal charge of Rs. 1000 plus GST.

  3. The balance amount to be transferred in above cases can be ascertained from the Gym software.

2.4 Membership Upgradation

If a member wants to upgrade his/her package, it can be upgraded as per given timelines.

  1. Monthly – 7-10 days window shall be available to upgrade membership.

  2. Quarterly Membership – 15 days window shall be available to upgrade membership.

  3. Half yearly – 30 days window shall be available to upgrade membership.

2.5 Extension, Cancellation/Refund

Brand follows a no membership freezing or extension, No cancellation or refund policy. However, extensions can we granted in exceptional cases as under:

  1. Medical reasons – 30 days extension, medical certificate to be submitted for company’s records.

  2. Pregnancy – 9 months extension max.

2.6 Access to other DriveFitt locations

The membership allows temporary use/ access to other DriveFitt facilities in the country, however utilizing the facility beyond 30 days shall be deemed as default transfer (refer section 2.3.A.a “Membership Transfer policy”).

Also the temporary usage of cricket nets at other locations must also be done via reservation on the app (subject to availability of time slots)

2.7 Cricket nets reservation

  • Reservation: Cricket nets can only be accessed by reserving time slots via DriveFitt app.

  • Reservation will be done on a first come first serve basis subject to availability of time slots.

  • Time Slots can be reserved 2 days prior to the actual date.

  • Maximum 1 slot per day per member. Multiple bookings not permitted.

  • Advance booking permitted only for a maximum of 3 consecutive days.

  • Cancellation Policy: Member can cancel the reservation at least 24 hrs prior to the chosen time slot.

  • No-Show Penalty: 3 days no show, that is reserving slot but not showing up/canceling, results in blocking cricket nets facility for the following 7 days for the said member.

  • Waitlist: Automatically fill vacancies from the waitlist if there are cancellations – Max 1 person waitlist per session. Such waitlisted members shall be informed at least 60 min prior.

  • Reminders: Automated reminders shall be sent at least 24 hrs prior for upcoming bookings and encourage members to cancel if they can’t attend.

  • Maximum time slot duration is :

    • Peak hours (6am to 10am; 6pm to 10pm) - 30 minutes

    • Non peak hours (11am to 5pm) - 45 minutes

2.8 Members Complaints, Suggestions & Feedback

All complaints, suggestions & feedback shall be logged on the system generating a ticket/reference number irrespective of the mode/channel of communication used by member:

  • Receipt of Complaint & acknowledgement:

    • Complaints can be registered by members through various channels like Member Suggestion log present at the Front desk, Customer care email ID/number, phone, email, website.

    • Manager to designate specific staff members or a team responsible for receiving and logging complaints.

    • First response/acknowledgement of receipt of complaint to be sent to member:

      • Email Complaint – A standard reply to be sent to members containing system generated reference number & TAT.

      • Customer care – Automatic standard reply will be sent containing system generated reference number & TAT.

      • Complaint & Suggestion Log – Staff to log complaints on the system & generate a ticket/reference number against it. Standard reply shall be sent containing system generated reference number & TAT.

      • Phone – Request customer to register complaint via customer care, else manually log complaint on system. Standard response will be sent containing system generated reference number & TAT.

      • Social media – Team handling the social media handle of the club shall acknowledge receipt via text/direct message on the social media handle used as well as register complaints on the system on behalf of member. Standard response will be sent containing system generated reference number & TAT.

  • Logging & Categorizing - All Complaints shall be logged in & segregated on the basis of service quality, facility cleanliness, billing issues etc.

  • Investigation and Resolution:

    • Assign the complaint to the relevant department or staff member responsible for resolution.

    • Conduct a thorough investigation to identify the root cause of the complaint.

    • Implement corrective actions or solutions to address the customer's concerns effectively.

  • Escalation matrix & follow up- All complaints shall primarily be handled by the front-end staff. If the complaint is not resolved at the first level, following escalation matrix can be used:​

Level
Role
Responsibility
Timeframe
4
Executive Management
Handle critical issues or those requiring executive-level attention.
Response within 3 business days.
3
Zonal Operations Manager
Address complex or high-priority issues requiring management intervention.
Response within 2 business days.
2
Sales Head/ Head Trainer/Manager
Handle escalated issues that cannot be resolved at the frontline level.
Response within 1 business day.
1
Front-end Staff
Address and resolve issues at the frontline level.
Immediate resolution or acknowledgment within 24 hours.
  • Closure & Documentation:

    • Offer resolution to member within a specified time frame (48hrs to 72 hrs) after thorough investigation.

    • Close the complaint record in the system once the customer confirms their satisfaction with the resolution.

    • Timely Generate reports on complaint metrics and performance for management review and decision-making.

    • Conduct regular reviews of the complaint redressal process to identify areas for improvement.

  • Staff Training:

    • Provide training to staff members involved in the complaint redressal process on effective communication, problem-solving, and conflict resolution skills.

    • Keep staff updated on changes to policies, procedures, and best practices for complaint handling.

  • Standard Response Draft:

  • Automated Email draft

Dear [Customer's Name],

Thank you for reaching out to us and bringing your concern to our attention. We understand the importance of resolving issues promptly and appreciate the opportunity to address your complaint.

Your complaint, [briefly summarize the complaint], has been received and logged into our system with the reference number [Complaint Reference Number]. Please use this reference number in any future correspondence related to your complaint for easy tracking and reference.

Our Support team will reach out to you. We anticipate providing you with a comprehensive response within 48 - 72hrs which may vary depending on the complexity of the issue.

Please do not reply to this email as this is a system generated email.

Best regards,

Team DriveFitt

2.9 Termination of membership

  1. The club holds right to termination in the event of:

    • Breach of membership agreement or facility rules.

    • Non-payment of membership fees or dues.

    • Violation of facility policies or code of conduct.

    • Misconduct or disruptive behavior.

  2. In such cases the unused portion of membership fees shall be refunded to the member on prorate basis.

  3. Members will be notified in writing of the termination or suspension of their membership and the reasons for such action.

2.10 Legal compliance

Refer the DriveFitt legal manual & ensure compliance to all Acts & Licenses as mentioned considering mandates by governing laws.

2.11 List of Mandatory Signage

Below is the list of approved mandatory signage for external & internal display. No other signage is permitted other than the ones mentioned below, special approval is required in case a club wants to put up signage which is not listed below.

  1. External Signage – External signage to be displayed as suggested in the design manual. Tampering with the signage design is not permitted, and shall call for an action.

  2. Internal Signage –

    • Company Mission Statement

    • Brand Logo

    • Operating Hours – Weekdays & Weekend

    • Pull/Push

    • Men (washroom)

    • Women (washroom)

    • Office – restricted entry (only for staff members)

    • Pantry - restricted entry (only for staff members)

    • Assessment Room

    • The Club is under CCTV Surveillance (except the Washrooms)

    • Stack all dumbbells on the rack after use

    • Photography/Videography is strictly prohibited

    • Wipe Equipment after use

    • Hygiene Protocols –

      • Wash hands thoroughly with soap and water for at least 20 seconds before and after workouts.

      • Use hand sanitizer with at least 60% alcohol if soap and water are not readily available.

      • Cough/sneeze covering your mouth/nose with your elbow

      • Wipe down gym equipment before and after use

      • Use individual towels and personal hygiene products and avoid sharing items with others

      • Follow guidelines from health authorities regarding self-isolation and testing if you have been exposed to COVID-19 or are experiencing symptoms.

    • We value your feedback – Please feel free to share your feedback/suggestions/complaints with our front desk staff and/or our customer care team <email ID>

    • No food or drinks allowed inside the gym and practice nets

    • Women’s Washroom & Locker area Guidelines:

      • Flush Toilets after use

      • Do not dispose tampons/sanitary napkins in the Toilet pot

      • Do not squat on the toilet seat

      • Dispose all trash into the trash can only

      • Use your own towel only

      • Do not leave belongings in the locker after workout. Company doesn’t hold responsibility for items left in lockers.

      • Follow all gym rules and guidelines related to COVID-19 safety

    • Men’s Washroom & Locker area Guidelines:

      • Flush Toilets after use

      • Lift the toilet seat after use

      • Shaving is not allowed

      • Dispose all trash into the trash can only

      • Use your own towel only

      • Do not leave belongings in the locker after workout. Company doesn’t hold responsibility for items left in lockers.

      • Follow all gym rules and guidelines related to COVID-19 safety

    • Server Room (restricted entry)

    • Music will be played as per standard company playlist and at standard decibel.

    • No Smoking

    • Spitting is prohibited

    • Your Safety is our responsibility – Please wear protective gear in the cricket practice nets area

    • Keep Clear: Batting in Progress

    • Do Not Lean Over Nets

    • Emergency exit (either illuminated signage or photoluminescent)

    • First Aid Box (either illuminated signage or photoluminescent)

    • Under maintenance

    • Caution! Wet Floor (standee)

    • Cleaning in progress, we regret the inconvenience

    • Please wear workout shoes only while entering gym and cricket nets area. Outside shoes not permitted in the premises.

    • Lockers are for day use only. Do not leave your valuables/belongings in the lockers overnight.

    • Items left will be removed by DriveFitt management. Club does not hold responsibility for items left in lockers.

    • Group Exercise

    • Ask for a system generated soft copy receipt/invoice for your membership purchase. Reach out to front desk if not received.

    • Steam room protocols:

      • Allow your body to cool down before entering the Steam room

      • Before entering the steam room, take a shower to rinse off any lotions, oils, or sweat from your body.

      • Remove any jewelry or accessories that may be affected by the heat or moisture.

      • Drink plenty of water before and after using the steam room to stay hydrated.

      • Avoid consuming alcohol or caffeine before using the steam room, as they can dehydrate you.

      • Wear Appropriate attire

      • Limit your time in the steam room to avoid overheating

      • Do not bring electronic devices, glass containers, or food into the steam room.

      • Consult with your healthcare provider before using the steam room if you have any medical conditions or concerns, especially cardiovascular or respiratory issues.

      • Pregnant women, individuals with high blood pressure, and those prone to overheating are advised to avoid using steam facility and seek medical advice if they wish to use it.

    • Lift – Below signage/documents to be put up inside/outside the lift

      • Lift License

      • Lift usage - Safety instructions:

        • "In case of emergency, use the emergency alarm button to alert building management."

        • "Do not attempt to force the doors open. Wait for assistance from building staff."

        • "In the event of a fire, do not use the lift. Use the stairs and proceed to the nearest exit

      • Emergency Contact numbers – In case of emergency/ power/lift failure please refer below:

        • "In case of elevator malfunction or entrapment, contact building management at [insert contact information]."

        • "For medical emergencies, dial [insert emergency number]."

    • Café

    • Food Allergy Caution!!

      • If you are allergic to specific food products, please inform the on-ground staff before preparation of food/beverage order.

      • If you have specific dietary needs, please inform the on-ground staff before preparation of food/beverage order.

2.12   Maintenance Day

  • The club must shut once a month for maintenance activities and deep cleaning, for instance – Every 1st Thursday of the month.

  • Club Management to inform customers well in advance via WhatsApp message & Notice at the Gym premises.

2.13 Exchange & return policy – Offline/Online Merchandise Store

  1. We offer only exchange. No return/refund.

  2. Exchange window – 15 days.

  3. Exceptions – Cricket merchandise shall not be eligible for exchange/return.

  4. Product which appears worn off, used, damaged and has lost price tags will not be exchanged.

  5. Gift codes/Vouchers - As per protocols defined in Marketing Manual.

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