Frequently Asked Questions

GENERAL

What are the COVID-19 related regulations at Humana’s fitness centers?
It is my first time joining. Am I able to get a tour of the facility my first time there?
Do you offer a free trial or complimentary day pass?
It is my first time joining. Am I able to get a tour of the facility my first time there?

Tours are available upon request. Please stop by our front desk to request a tour.

Do you offer a free trial or complimentary day pass?

Complimentary day passes are available for those who have never visited the facility before. Please visit the front desk or reach out via phone or email.

MEMBERSHIP

When will Humana fitness centers re-open?
If I was a member before closure, do I need to do anything?
How much does a membership cost?
If I am a new member, how do I join?
Can I only purchase a membership online? Is there a way to join in-person at one of the facilities?
I’ve rejoined online. What are my next steps? What do I need to do my first time back in the facility?
What does a membership include? Are there any Covid-19 related restrictions to certain services or amenities that were offered before closure?
What contract lengths are offered? Can I pay on a month-by-month basis?
I have family, friends, or a significant other that would like to join with me. Do you offer family membership options?
What is your cancellation policy? Is there a fee?
Will I have the option to pause my membership should I become pregnant, injured or am traveling for an extended period of time?
I’ve changed my mind about my membership type. I would like to upgrade to include family members or downgrade to remove them. How do I go about this?
What if I have a virtual membership and want to also have an in-person membership?
When will Humana fitness centers re-open?

Humana Fitness centers are set to re-open on September 7th, 2021.

If I was a member before closure, do I need to do anything?

Yes, all membership contracts were cancelled in early March 2021 due to upgrades to our member management system. This will require members to re-enroll once facilities open back up.

How much does a membership cost?

Visit our Memberships page for the most up-to-date pricing options.

If I am a new member, how do I join?

Join now by clicking HERE to read more about the types of memberships we offer. You will then be redirected to Mindbody where you can proceed to purchase.

Can I only purchase a membership online? Is there a way to join in-person at one of the facilities?

You can purchase a membership in-person. Please stop by the front desk where a staff member will assist you.

I’ve rejoined online. What are my next steps? What do I need to do my first time back in the facility?

If you rejoined using your existing Mindbody account, please ensure that you have agreed to the updated Liability Waiver. If you have your existing scan-tag, you will not need a new one.

If you rejoined with a new Mindbody account, you will need to agree to the Liability waiver and receive a new scan tag. Please stop by the front desk upon your first visit back and we will assign you a new scan tag.

What does a membership include? Are there any Covid-19 related restrictions to certain services or amenities that were offered before closure?

Membership includes access to the facility and all services and amenities offered. Some site services do have an additional fee required, including Personal Training, Personalized Exercise Plans, Massage Therapy and Locker rentals. For information on Covid-19 related restrictions, please refer to our What to Expect page.

What contract lengths are offered? Can I pay on a month-by-month basis?

All membership contracts are offered on a month-by-month basis. You may cancel your membership at any time with 30 days’ notice. Auto-pays will resume until you request a cancellation.

I have family, friends, or a significant other that would like to join with me. Do you offer family membership options?

Family memberships are offered. Click here for more information on membership options. A family member is considered a person living in the same household and can supply proof of residency.

What is your cancellation policy? Is there a fee?

Our cancellation terms can be found within your membership agreement when enrolling. We do require 30 days’ notice of cancellation request. There is no fee associated with cancelling. If you do not cancel at least 30 days prior to your next auto-payment, you will be charged for the upcoming month. Your membership will remain active until its cancellation the following month.

What if I have a virtual membership and want to also have an in-person membership?

You can have access to both our virtual and in-person services. To have both, you will need two separate memberships (one for your in-person membership and one for the Virtual Studio) while first obtaining your in-person membership before having access to virtual options. Since we have a separate Mindbody site dedicated to our virtual memberships, you will also have a unique login for maintaining and accessing your virtual membership. If you have more questions about this, please email us at wel@humana.com

BILLING

I need to update my billing information. How do I change my payment details?
What happens if my credit card declines, or I miss a payment? Is there a late fee?
What payment methods are accepted? Will I be automatically charged on a monthly basis until I cancel?
I need to update my billing information. How do I change my payment details?

You can update your billing information by logging into your Mindbody profile. When you log in, you should automatically be taken to your profile with a section for billing information. Click on the top right corner where it says “Edit”, to input new billing information.

What happens if my credit card declines, or I miss a payment? Is there a late fee?

Your failed autopay will continue to try and run for 10 days after its original scheduled time. If payment continues to fail for all 10 days, it will become an account balance. This will need to be paid for your membership to remain active. If billing information is not updated, your membership will be subject to a finance termination. To update billing information, please refer to the question above.

What payment methods are accepted? Will I be automatically charged on a monthly basis until I cancel?

We accept any form of debit or credit card. This billing information will be stored for automatic auto-pays. These payments will resume until you decide to cancel.

ACCOUNT QUESTIONS

If I am a former member, do I need to create a new Mindbody account? Can I sign in with my existing account to purchase a new membership option?
What should I do if I have an existing Mindbody account that I would like to use but have forgotten my username or password?
Where do I go if I have questions or need help with my Mindbody account?
I still have my old scan-tag. Will this scan-tag still work when entering the facility or will I need to have a new one issued?
I’ve logged into my account, but I have an account balance. What do I need to do?
If I am a former member, do I need to create a new Mindbody account? Can I sign in with my existing account to purchase a new membership option?

If you have an existing Mindbody account, you do not need to create a new one. It is recommended that you use your existing account to purchase a new membership.

What should I do if I have an existing Mindbody account that I would like to use but have forgotten my username or password?

If you have forgotten the email address associated with your existing account, please email us at Wel@humana.com so we can help you locate this information. If you have forgotten your password, you may reset your password with the option under the login screen of Mindbody by clicking “Need new password?”.

I still have my old scan-tag. Will this scan-tag still work when entering the facility or will I need to have a new one issued?

If you have your scan-tag from before closure, this will still work if you use your existing Mindbody account to purchase a new membership. If you experience any issues with scanning in your first time back, we can further assist you at our front desk. If you no longer have your scan tag from before closure, we will gladly issue you a new one.

I’ve logged into my account, but I have an account balance. What do I need to do?

If you have an account balance on your Mindbody account from before closure, you will need to pay this before purchasing a new membership. To do this, please update your billing information then proceed to make payment. If you have any further questions, please email us at Wel@humana.com.

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