Frequently Asked Questions (FAQs)

We are open Mondays to Fridays from 7am to 8.30pm, and 9am - 1pm on weekends and public holidays. We may periodically close at different timings due to events and seminars, do look out on our social media for timing changes!

We are located at 331 NEW BRIDGE ROAD, #01-04 Singapore 088764 By MRT: Outside Exit 4 of the Outram MRT. East-West Line (EWL), Thomson East Coast Line (TEL), North-East Line (NEL) By Bus: Bus stop 05069 is right at our doorstep! Service No.: 124, 143, 147, 961, 961M Car Park: Parallel parking along Bukit Pasoh/Teo Hong Road, Dorsett Singapore

For new members, please send us the following information for us to set up your account! First Name: Last Name: Email Address: Contact Number: Desired Start Date: If you are an existing member, do drop us an email at hello@rxperformance.sg with your desired start date and our staff will get to you applying the date as soon as we can!

We endeavor for all our athletes to have an optimal experience training and working out at our gym, as such, we do have a cap of number of athletes that can be at the premise. Athletes are welcome to continue to work out, however, we seek your cooperation to make way for other athletes who booked later slots/classes when they start if the gym gets crowded!

Why yes we do! Please read on for our membership policy. MEMBERSHIP AGREEMENT TERMS AND CONDITIONS FOR CUSTOMERS The following are the Membership Agreement's Terms & Conditions governing the rights and obligations of Rx Performance and its Customers. Rx Performance (“the Company”), operating using trade names as “Rx Performance” operates centres for the provision of rehabilitation and fitness facilities/services and has appointed a Management team (“the Management”) who is responsible for the operation of the Centre and its facilities/services in accordance with the Terms & Conditions which are subject to amendments. For the purpose of these Terms & Conditions, a Customer is defined as an individual who has successfully applied for a Membership with the Company/or are engaged with the Company for any services or products offered. ​ 1. Membership a. All registered customers are entitled access to the Company’s classes and Open Gym sessions within operating hours during their Membership period as specified in their membership sign-up terms and conditions, and pending requirements as part of class restrictions. b. Membership is personal to the customer and is non-assignable and non-transferable. c. Any cancellation of membership plans by customers must be made as written notice and must be received by 30 days in advance of your next billing cycle, where applicable, to be considered the last month of billing dues. d. Customers are subject to the Centre’s rules in force. The Management reserves the right to put holds and/or cancel a customer’s membership plan if the customer, despite multiple warnings, continuously disregard the rules of the Centre, or continually poses a risk to other customers. e. The Management reserves the right to accept or reject an application for membership to the Centre for any reason whatsoever. f. The Management reserves the right to introduce and vary the prices and categories of Memberships, Personal Training services, and administration fees at any time. ​ 2. Membership Pauses a. Unlimited Class memberships (time-based) are entitled to two types of pauses: Regular and Extraordinary. Regular Pauses allow the customer to pause for a minimum of 7-days at their own discretion; the total amount of days that can be paused will be based on their membership type. Extraordinary Pauses are allowed for emergency and unforeseen circumstances, for example medical sickness or injury, compassionate reasons, and vaccinations rest periods. These will not count toward their allotted pause days. b. Class Pack Memberships will not be allowed pauses, however they are allowed to extend their class-pack validity period on a case-by-case basis. Please see a team member for clarification. c. For more information on our membership pauses, please refer to our Membership Pauses policy. 3. Refunds a. Thrive Healthcare Pte. Ltd. does not entertain any refunds of any membership package or product that is sold, regardless of if it is unused, partially used, or fully used. b. Exceptions to 3a. may include a case when a customer has an employment-required relocation out of the country, a forced relocation due to situations not in the customer’s control, or experiences a long-term disability (or death) that prevents a customer to utilize their package. Such exceptions are subject to written approval by The Management, and proof must be provided upon request. c. For more information on refunds, please refer to our Refunds Policy. ​ 4. Class and Open Gym Sessions a. All customers must book their slots sessions before joining a session. Only customers with a booked slot will be able to join the session. b. The Company reserves the right to issue a late cancellation fee of SGD10 if any cancellation is made less than 8 hours from the start time of the first morning session, or less than 1.5 hours from the start time for any other session. c. If there are three or more late cancellations within a period of 28 days, the customer loses all online class booking privileges for 28 days. To join classes, the customer will have to show up for class as a walk-in, subject to the availability of slots. d. Classes will commence punctually as per scheduled. A five-minute grace period will be granted, but after this grace period, any late comer will be considered as a no-show and the late cancellation fee will be levied. They will not be allowed to join the on-going class, but are allowed to join the next class, pending availability. e. For Open Gym sessions, no late penalties will be levied. However, if the customer books a session and arrives late, his/her session will still end at the stipulated time. No refunds, partial or otherwise, will be entertained shall the customer not fully utilise the entire session that was booked. ​ 5. Physical Conditions of a Customer a. The customer warrants that he/she is in good physical condition while attending any classes or sessions in the Centre. Customers are to complete a mandatory Physical Activity Readiness Questionnaire (PAR-Q) prior to the first workout session. If the customer has any doubts of his/her fitness or capability to exercise, they are to seek a doctor’s’ advice before engaging in any form of physical activity in the fitness centre. If the customer is not feeling well, or in doubt about his/her physical condition at any time prior to, or during the session, the customer must inform our staff member in charge of the session. In attending any session, if the customer does not sound out any issues or highlight any conditions prior to such attendance, the customer warrants and represents that in attending such session, he/she is in good physical condition and that he/she knows of no medical or any other reason why he/she is not capable of engaging in active or passive exercise in such session and that such exercise in any such session would not be detrimental to his/her health, safety, comfort, or physical condition. b. The customer shall not be granted access to any sessions whilst suffering from any infections or contagious illness, disease or other ailment such as open cuts, abrasions, open sores or minor infection, where there is risk that such use may be detrimental to the health, safety, comfort or physical condition of staff and/or other customers. c. Each customer is responsible for their own correct usage of any equipment in the fitness centre. For safety reasons, customers are to approach any staff customer for guidance if they are unsure of the correct method of using the equipment. d. The Management reserves the right to request any customer to stop their participation in any session at any point of time if the Management reasonably believes that the customer is unable to continue participating due to health, safety, comfort, or physical reasons. ​ 6. Provision of Personal Data a. We recognise the importance of the personal data the customer has have entrusted to us and believe that it is our responsibility to properly manage, protect and process his/her personal data, in alignment with Singapore’s Personal Data Protection Act. b. The customer understands, acknowledge and consent to the Company to processing, collecting and using his/her personal data for our operations. Please refer to our Data Protection Notice for more information. 7. Limitation of Liability In consideration for the Management accepting his/her application for membership of the Centre and for him/her becoming and remaining a customer of the Centre, to the fullest extent permissible under applicable laws, the customer agrees that: a. Neither the Company, employees or agents shall be responsible for any claims, demands, injuries, damages, or actions for negligence arising on account of death or due to injury, loss, damage or theft to a customer's person or property arising out of, or in connection with the use by a Customer of any of the services, facilities, or premises of the Company. The Customer hereby holds the Company, its related companies, employees, and agents harmless from all claims which may be brought against them by or on a Customer's behalf for any such injuries or claims aforesaid. b. Any guest of a customer or temporary visitor to the Company agrees to abide with the centre’s rules and the same limitation of liability as a customer. ​ 8. Media Release a. I hereby grant the Company permission and the right to use, reuse, publish, re-publish, distribute, redistribute and otherwise reproduce, modify and display any photograph, tape, video footage or digital media containing my likeness, image and/or voice (the "Material"); and include or incorporate the Material with the likeness, image and/or voice of others, sound effects, special effects, music and/or other copyrighted material. ​b. The right granted herein by me is perpetual, irrevocable, royalty-free, and in respect of all media and formats available currently or in the future; and for the purposes of or in connection with furthering the mission of the Company, including the delivery of educational courses, social media, online promotion, the Company website, video seminars, promotional videos, sharing with members of the media, seminars, and conferences ("Purpose"); and I will not hold the Company liable for any claims and demands arising out of or in connection with the use of the Material, including without limitation, any and all claims for libel or invasion of privacy. ​ 9. Others a. Lost property will be held for a period of 3 months after which the Management reserves the right to dispose of the items in any way it sees fit. No claims shall be entertained after this period. b. The Management reserves the right to use any individual or group photographs of Customers and/or Guests for press or promotional purposes without prior consent. c. The failure of the Management or the Company to enforce any of their respective rights at any time for any period shall not be construed as a waiver of such rights. d. These terms and conditions shall be governed and constructed in accordance with the laws of Singapore and subjected to the jurisdiction of Singapore. ​

Rx Performance offers two types of memberships: Unlimited time-based memberships, and Class pack memberships. Each membership type contain different forms of membership pauses as stipulated below: ​ 1. Unlimited Class memberships (time-based) a. Regular Pauses Members who are on Unlimited (time-based) memberships are allowed membership pauses at their own discretion, based on their membership type. MEMBERSHIP TYPE : TOTAL PAUSE DAYS Unlimited 1 month: No Pauses Unlimited 3 months: 7 days Unlimited 6 months: 14 days b. Extraordinary Pauses Extraordinary pauses (minimum 7-days) are allowed for the following situations and will not count toward their allotted pause days. Medical sickness or injury (with accompanying medical certificate or doctor’s letter); Compassionate grounds on a case-by-case basis, for example: family emergencies; National Service In-camp training (with proof of SAF100); COVID-19 vaccinations (with proof of vaccination). ​ 2. Class Pack Memberships Members who are on class-packs will not be allowed pauses, however they are allowed to extend their class-pack validity period based on situations aligned with the above for Unlimited Class Membership Extraordinary Pauses, or in certain situations that is evaluated on a case-by-case basis. Please see a team member for clarification.

All members are required to pre-enroll in classes to secure a spot in their desired class time. If you are unable to enroll prior to the cap then your name will be added to a waitlist. If you have pre-enrolled in a class and can no longer attend, you will be required to cancel your enrollment 90 minutes prior to the class start time to allow for another member on the waitlist to attend the class. If you are on the waitlist you will need to wait until a spot opens to attend the class. The system will notify you directly if space becomes available. Enrollment Cancellation: All members can cancel their enrollment free of charge no later than 90 minutes prior to class start. We know that last minute changes can happen, but we also have to take into consideration other members who might be wanting to book into a class. Hence, any cancellation later than 90min before start time, we would reserve our rights to impose a small fee of $10 if you are on a recurring monthly plan or pre-paid package. If you are on a pre-paid package then a visit will be deducted from your pack. Please be sure to cancel in a timely manner to allow members on the waitlist to attend and to avoid any cancellation fees. This is particularly important for our specialty classes that are limited in class size and often have a waitlist.

Firstly, we love you and hope to see you back with us again! However, life happens, thus here is the fine print for our refunds policy. For cancellations/refunds, please provide us a 1-month notice to avoid renewal of the membership plan. Any cancellations made on unused membership plans will not be refunded barring a few exceptions. REFUNDS POLICY 1. Rx Performance does not entertain any refunds of any membership package or product that is sold, regardless of if it is unused, partially used, or fully used. ​ 2. Exceptions may include the case when a customer has an employment-required relocation out of the country, a forced relocation due to situations not in the customer’s control, or experiences a long-term disability past three months (or death) that prevents a customer to utilize the remaining of their plan. Such exceptions are subject to written approval by The Management, and proof must be provided upon request. ​ 3. Cancellations and refunds need to be notified 1 month ahead of time. Cancellations need to be be made in writing via email and must be received at least 30 days in advance of customer's next billing cycle. The refund will be processed within 7 days after the last day of the truncated plan. ​ 4. Refunds will be prorated based on a weekly basis, and calculated based on the amount paid by the customer, minus the amount that represents the time transpired. The amount representing the time transpired will be represented by 3-months, 1-month, and weekly packages. For example: A 3-month plan with 2-months transpired: the 2-months transpired will be calculated at 02 x 1-month pricing. The refund will be = 01 x 3-month plan – 02 x 1-month plan. A 3-month plan with 2.5-months transpired: the 2.5-months transpired will be calculated at 02 x 1-month pricing and 02 x 1-week pricing. The refund will be = 01 x 3-month plan – 02 x 1-month plan - 02 x 1-week plan. A 3-month plan with 18-days transpired: the 18 days transpired will be calculated at 03 x 1-week pricing. The refund will be = 01 x 3-month plan – 03 x 1-week plan. A 3-month plan with 27-days transpired: the 27 days transpired will be calculated at 01 x 1-month pricing. The refund will be = 01 x 3-month plan – 01 x 1-month plan. A 10-Session Pack with 4 number of sessions transpired: the 4 sessions transpired will be calculated at 04 x single session pricing. The refund would be 01 x 10-session pack - 04 x single session pricing. For avoidance of doubt, prices used for the calculation are based on the prices of all plans at the point in time when the customer bought the plan. Weekly plans are counted as 7 days each and maxed out at 3 weeks; anything past 21 days will be calculated as a 1-month plan. ​ For any clarifications, please do see a team member.