What the FAQ is Hiitgirl?
How do I take Hiitgirl for a spin?
The first thing you need to do is buy a Taster. This is valid for 30 days and allows you to book any session that takes your fancy. If you try it and want to buy something we offer a nice discount if you buy immediately after your Taster . You simply sign up online and use the promo code to claim your discount, or we can do it for you.
Please note, a Taster is designed to give you a feel for what Hiitgirl is all about. Our Trainers are under strict instructions not to push you too hard, as they don't know enough about you at that point. If it's the full-on experience you're after, your best bet is to buy a single session and then you can go at it as hard as you like.
How does the A-List work?
If you're going to be a regular, then joining the A-List is the way to go. When you sign up you'll pay every month via automatic payment on your credit or debit card - the more times you turn up, the cheaper the per-session cost. It's a month-to-month arrangement as there are no long contracts and you can cancel it at any time by giving 10 days notice before your next payment date. If you need to take a break you can also pause your A-List for up to a month. The A-List works best for those Hiitgirls thinking of coming twice a week or more. If you want to save big there's also an option to pay for 12 months upfront at a heavily discounted price.
How does the Pay-as-you-go Carnet work?
A Pay-as-you-go (PAYG) Carnet is like a book of credits which lasts for a set period of time. Every session you attend will reduce your Carnet by one until you have no credits left or your expiry date is reached. Once your Carnet finishes you can buy another one and go again - if you buy before your existing Carnet expires you can also claim your 10% EarlyGirl discount. Bear in mind you'll need to activate your Carnet within 12 months of the purchase date, or it will expire!
How old do I have to be?
The minimum age to be a Hiitgirl is 18 years. If you're 16 and over you can come along if someone over 18 is with you.
What payment methods do you accept?
We accept Mastercard and Visa credit or debit cards and Hiitgirl Gift Cards. We don't handle charge cards (such as American Express), cash, cheques or direct debit. For safety and security, we don't save your card number on our system, we use a PCI certified card processor.
How do I buy something?
The majority of transactions are done online via our e-commerce site. There may be the odd occasion when you buy something at the site but this will still be using your stored credit or debit card details. To do this you will create an account with your personal username and password and, once completed, you can login and check your balance anytime you like.
How do I book a session?
All sessions can be booked online at www.hiitgirl.com. You'll need to know your account name and password. Please note we don't accept telephone or email bookings.
How do I cancel a session?
You can cancel a session up to 12 hours before it starts at no charge - this is an 'early cancel'. If you have a pay-as-you-go Carnet and cancel inside the 12 hour period, this is classed as a 'late cancel' and you will lose your session. A-Listers will be charged a late cancel fee. Please note we don't accept cancellations by telephone or email.
What happens if I book a session and miss it?
Our sessions rely on a group vibe and no-one likes to see empty spaces. If you book a session and don't attend, this is a 'no show' and you will be charged a no-show fee. If you have a pay-as-you-go Carnet, the session you booked will also be lost. Remember, even if you can't make it, a 'late cancel' is cheaper than a 'no show' and you can do it in seconds online or via the iPhone app.
How does the waiting list work?
If a session is full there's an option to add your name to the waiting list (although this can get full too!). If a space becomes available, you'll be automatically added to the session and sent an email to let you know. Remember, even if you don't confirm your place, you're still booked in. This is the same as if you made the booking yourself and all the same late cancel and no show rules will apply.
Can I Share My Carnet with Another Person?
As long as they meet the criteria for becoming a Hiitgirl, you can share your PAYG Carnet with one other named person. We would connect them to your Carnet and then you can both book your workouts against the shared Carnet. Perfect if you want to buy in bulk together. Please note only PAYG Carnets can be shared, not the A-List.
What do I need to bring to a session?
You'll need some comfy workout tights, a decent sports bra and a workout top. Also, don't forget to bring a towel and water bottle (not glass please!).
Any studio etiquette I need to know about?
A few things. We do our thing barefoot so, for safety and cleanliness, please make sure you take your shoes off before entering the studio or wear sticky socks. We're also a no mobile area so please put phones on silent and don't make or take calls in the studio. Finally, our aim at all times is to create a positive, supportive environment for all our Hiitgirls. We don't tolerate rudeness, bad attitudes or negativity - please remember that you are part of the experience for other Hiitgirls and what you bring to the session can have a big impact - good and bad.
Can I put a temporary stop on my Monthly Carnet?
If you're an A-Lister you can pause your billing cycle as many times as you like by giving notice not less than 10 days before the date of your next payment. The pause period is for 1 month and you'll need to pay a pause fee of £20 to have this applied. During this period you won't be able to make any bookings or use the Studio. At the end of the 1 month pause, normal A-List pricing will apply after that until you request another pause. You can also pause a Monthly Carnet due to a medical problem and this is free as long as you supply a letter from a Doctor or similarly qualified medical professional.
How do I cancel my A-List CARnet?
We're always sorry to see someone go but we aim to make things as painless as possible. You'll need to send us written confirmation at least 10 days before the due date of your next payment. Also, if you do cancel and want to rejoin the A-List, a Reinstatement fee will be charged. You may be better off pausing your Carnet before you cancel, just to be sure.
What if I'm late for a session?
Aim to get to us 10-15 minutes before the start of your session. If anyone arrives more than 7 minutes late to a session we have to turn them away and they would be classed as a 'no show'. This is primarily for safety reasons but it is also very distracting for the Hiitgirls already in the session. Please give yourself some extra time if you've never been to us before.
Didn't answer your question? Drop us a line at enquiries @ hiitgirl.com and we'll come back to you asap.