What happens if I miss a session?
You have the opportunity to make up your sessions within the same month of purchasing your package. For example, if you purchase your sessions on April 2, you have until May 1 to utilize any missed sessions. If you have not made them up in the allotted period of time, you will lose them. Unused sessions will not carry over outside of the allotted month.
How are sessions purchased?
All sessions are purchased as a package of either 4, 8, or 12 sessions to allow you to train once, twice, or three times a week respectively. All sessions must be used within one month from the purchase date, however, if you need more sessions you can purchase more at any time.
If I am on scholarship, will the discount be applied?
Scholarship rates are not applied to virtual or in-person personal training.
What happens if my trainer is no longer available to train me, will the draft be stopped automatically or what is the process that entails?
You will start with another trainer of your choice and your commitment remains as is.
How can I cancel my sessions?
There are no cancellations or refunds for unused sessions.
What if I am also doing personal training in person at my family center but I will need to train virtually for a few weeks?
Any current personal training sessions or drafts that you have for in-person training at your family center will not carry over into virtual training, however you can purchase a one-time package of sessions for the period of time that you will need to train virtually. This would be viewed as a separate transaction from the in-person training. Please note that there are select trainers who are training virtually, so the trainer you have in the family center may not be the same as the trainer who you have virtually.
How will I connect to my session?
You will use the Mywellness app to connect to your virtual training session via the STREAM function of the app. If you have not created a mywellness account, click the tab above the FAQs section to download the app and create your account. If you have already created an account with the Y app, you will still download the generic mywellness cloud app and log in with your account information from the Y app, choosing your family center location. This will allow you to access your sessions virtually.
What happens if I can’t log on to my session?
In the event that you cannot log in for your session, please notify your trainer immediately. Depending on the situation, the trainer will help you troubleshoot and determine if there is another method for delivering the session (FaceTime, Zoom, etc.). The trainer may also determine that it is best to reschedule the session.
What happens if the technology or Internet connection fails during my session?
If you get disconnected during your session, always try to log back in first. If you are unable to log back in through the app, notify your trainer. The trainer will determine if there is another way for you to connect for the session, or may determine that it is best to reschedule the session.
What if I don’t have any equipment? How will I be able to work out?
Our trainers understand that training at home or on the road is often different than training at the YMCA. They will program your workouts according to what equipment you have access to. If you do not have any equipment, your trainers will still be able to program a workout for you that will help you achieve your goals!