Seattle Strength & Performance

Frequently Asked Questions (FAQ)

Please find below a series of questions we are frequently asked about SSP! If you have any questions not addressed below, please feel free to reach out to us directly at any of our location’s emails [email protected] [email protected] or [email protected].

Starting your trial:

  1. Is the assessment absolutely necessary? The assessment is an important part of starting your journey with SSP. It is a time where you get to spend one-on-one with one of our coaches, discuss your personal goals and history, and a chance for us to understand in depth how you are currently moving by assessing range of motion in your joints as well as your current movement patterns. This allows us to create an individual and appropriate program for you to start personal training and classes.
  2. What are your membership options after the trial? We have a number of recurring membership options. Our trial membership is intended to provide you access to everything SSP offers and then allow you to make an informed decision about the best fit for you! You can review our current recurring memberships here. We do have a la carte class or personal training packs as well. The majority of our members (>85%) are signed up for recurring memberships.
  3. If your schedule looks busy at my preferred location, will I be able to get into sessions? We definitely are busy which is both a blessing (because we love our members) and a curse (because we love introducing new people to our community!). During your assessment, if you decide to move forward with the trial membership, we’ll sign you up for your first session and ensure you get off to a good start. We find that once people get going, they usually don’t have too many problems getting into sessions. Our members can book 3 weeks out, but there are often cancellations which open up space so even if you sign up and are #11 on the waitlist (!), there is still a high likelihood you will get into the class. We encourage signing up for waitlists, and you’ll receive notifications as soon as you are reserved in class. If you ever have any issues or concerns, please don’t hesitate to reach out to us.

Recurring membership: 

  1. Why do you bill every four weeks (vs monthly)? Our pricing is actually built off of weekly cycles. For example, our personal training pricing is based off of a 4-week cycle (ex: 2PT/wk = 8 sessions per month). The weekly cycle makes managing the number of sessions ongoing much easier for both us and you and fits our program design timeline as you progress.
  2. Am I able to pause my membership? Yes, we can place a recurring membership on pause! The pause period must be a minimum of 14 days, and must include an end date for us to input that is no longer than 3 months out from the pause start date. Please note: we do not generally pause trial memberships for vacations, travel, or other reasons. If you have encountered an unexpected reason during the trial membership you are not able to make it to the gym, please reach out to us and we are happy to discuss a plan with you.
  3. Am I able to upgrade or downgrade my membership? Yes, you are able to upgrade or downgrade your membership at any point by submitting a change of membership form (for example, moving from 1 PT per week to 2). If you are on an annual membership, this change will not add additional time to your membership. We do our upgrades/downgrades following your existing weekly billing period, e.g. if your current 4 week cycle extends to the 25th for example, your new membership would start on the 25th.
  4. If I choose a membership with personal training, can I book a consistent time/day that I want scheduled? We are happy to plug you in for a permanent day/time slot! You can let our sales & membership experience team know what day/time works best for you by filling out the personal training plug in request for your location and we will do our best to accommodate your schedule.
  5. What if I miss my weekly PT session? Can I make it up?
    Yes, you can make up your PT session(s). Requested make up sessions can be no older than 4 weeks, and you will have 30 days to use the make up sessions once they’re added to your account. You will need to fill out a form to request a make-up (Zen Planner will not allow you to book yourself into more than your allotted number of weekly sessions).
  6. Why was I charged for an amount higher than advertised? The total amount of your membership will reflect the membership price + WA state sales tax. 
  7. What if I want to cancel my ‘cancel anytime’ membership? If you decide you’d like to cancel your ‘cancel anytime’ membership, you may do so with 14 days notice. Our membership cancellation form is located here.
  8. What if I want to cancel six month membership? You may cancel your six month membership by providing at least 14 days notice ahead of your renewal date. If you’d like to cancel your six month membership early, you will be responsible for 75% of the balance of the remaining time. For example, if you would like to cancel after 2 payments, you would be responsible for 4 additional payments (value of 4 remaining payments * .75 = cancellation fee).  Please note: membership pauses will push out your billing date and due to our four week billing cycle, the six month membership is 168 days long (6 payments every 28 days). 
  9. What if I want to cancel my annual membership? You may cancel your annual membership by providing at least 14 days notice ahead of your renewal date. If you decide you’d like to cancel your annual membership early, you will be responsible for 50% of the balance of the remaining time. For example, if you would like to cancel after 9 payments, you would be responsible for 2 additional payments (value of 4 remaining payments * .5 = cancellation fee).  Please note: membership pauses will push out your billing date. The annual membership commitment is based on committing to a full 13 installments during the year. 
  10. What happens at the end of my membership term? All of our memberships will auto-renew. If you would like to cancel, you may do so before the memberships renew. Our cancellation notice period is 14 days. 

A la carte membership:

  1. Is there an expiration date on your packs (personal training and classes)? Yes. Our strength and conditioning 10 pack expires after 4 months and the 20 pack expires after 7 months. Our 4 pack of Personal Training expires after 3 months and our 8 pack expires after 5 months.
  2. What is your cancellation policy for packs? If you cancel your session in the Zenplanner app at least 2 hours prior to your session, you will retain your session to be able to book at a different time. If you cancel within 2 hours prior to your session, you will be charged a $20 late cancellation fee and your session will be counted as attended. If you no show your session, you will be charged a $20 fee following the session and it will be counted as attended.
  3. What happens when I run out of sessions? You can always purchase more sessions as you like online or through the app, or by emailing us: [email protected]. Likewise, if you would like to move to a recurring membership, we can set it to start following the expiration of your scheduled a la carte sessions.

Gym etiquette: 

  1. What time should I show up for my scheduled sessions? Please try to be on time for your sessions. Arriving too early (> 5 minutes) or arriving too late (4+ minutes) can be disruptive to the session in progress prior to yours, as well as your scheduled session. Arriving just a few minutes early is fine! Please note if you show up to a scheduled class >7 minutes past the start time, the coach has the discretion to turn you away. This is strictly for safety, liability, and class disruption reasons if the class has already moved past the warm up and into the main sections of the workout.
  2. Why is showing up early potentially disruptive? Coaches generally need the time in between sessions to prep & prepare for the next set of sessions since we run a continuous schedule. If you are attending a class and you arrive too early while a personal training session is ongoing, space on the floor or in the gym could be limited for those finishing up their sessions. If you are arriving for a personal training session, the warm up is intended for you to start at the beginning of your session (e.g. 8am personal training starts at 8am with the warm up and then the coach is ready to take you into the next section 7-8 minutes past the hour (8:07, 8:08). If you show up, for example, at 7:50 and finish your warm up by 7:57, the coach is likely not ready to work with you before your scheduled session.
  3. What is your class or session cancellation policy? You may cancel in the Zenplanner app up to 2-hours prior to your session with no charge or penalty. If you need to cancel within the 2 hour window, Zenplanner will prompt you with a $20 late cancellation fee. Once you accept it, you will be unregistered from your session. If you decide to not cancel and retain your spot in the session but do not show, the $20 fee will be charged following the session. Please note, if you are on a Class/PT Pack, or our 8-classes every four weeks membership, or our 6 week membership, you will lose your session along with being charged the $20 fee. If you have an emergency and are unable to attend and within the 2-hour window, we ask you to please contact us via email (preferred) to let us know you will be unable to attend: [email protected] or [email protected] or [email protected]. We will be happy to work with you for emergency situations. Please do not text a coach or another member to let them know you will be unable to attend. We cannot rely on this as a method of communication in these instances.
  4. What should I do after my session? Please clean & put away your equipment. We are a community, and we love to see members training together and sharing equipment (when needed). Help us help you by spraying down your equipment when not in use and placing it back in its appropriate gym home.