We tend to see the same frequently asked questions come in from MoveGB members. Whether they’re new to the membership or new to the venue/activity, there’s certainly a trend in what goes through a Mover’s mind.
Members may come to you with their questions, so we’ve compiled the top FAQ’s to help you answer them. But if you come across any which you’re unsure, please don’t hesitate to get in touch and our team will help answer them.
Top FAQ's from our Move members
As previously mentioned in how to adjust your timetable, it’s paramount that you include as much information as you can about your venue and activity. From what to expect to what to bring, these are so important to a Mover and will answer many of their questions!
See below for some questions that you can solve easily by ensuring your activity/venue has adequate descriptions:
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What facilities are there at your venue? I.e. parking, changing rooms, toilets, bike shed, towels, yoga mats.
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Is this suitable for beginners/men/elderly?
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Do I need to bring anything?
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What do I wear?
“Why does this class cost more than other similar classes at the same time?”
All classes are different and it is up to the venue or instructor to set the cost of their class.
“Why do I pay more than my friend for this class?”
We have numerous membership tiers which vary in which activities are available, and this sometimes means Movers may have questions regarding top-up fees. The higher the membership tier, the more activities are included.
If the Mover is on a lower membership tier, your activity may require a top-up fee if they wish to attend it. Their friend may be on a higher membership tier hence why they pay less or have the activity included on their membership plan.
You can look up on the price builder map to see what price plan your activity is available on.
“Why isn’t this activity included on trial?”
Our partners decide whether they want to have their activity available on a trial membership for new Movers. If the activity isn’t available on a trial, it’s because the partner has chosen for it not to be included.
If a member approaches you and is wanting to know which activities are available on their trial, just direct them to their account - every activity marked with a green ‘DISCOVER’ icon is available for them to try whilst on their trial.
How can I check-in to this class?
Encourage your Movers to check-in via our mobile app to avoid no show fees, or be sure to check-in your MoveGB members at the beginning of the session.
“What is a no-show fee?”
No-one wants empty class spaces so members should cancel their booking if they’re not able to make it. In order to ensure that partners have all their class slots filled, we charge a small fee for those Movers who don’t cancel and don’t arrive for their session.
All classes need to be cancelled at least 24 hours in advance by just a tap on the app. But if the Mover isn’t able to attend, but did not cancel before 24 hours prior to the class starting, then a no show fee may apply. The small charge depends on the venue and will cost no more than the drop-in rate of the session. This goes directly to you - we do not make money from no-show fees.
“What should I do if I can’t attend a class?”
Movers should call us here at MoveGB and we’ll get in touch with the partner as quickly as we can, or they can go directly to the partner to notify them. The no-show fee may still apply, but neither mover or partner should check the session in if the customer isn’t able to make the class.
“Why has my booking not been accepted yet?”
If instant book isn’t switched on for your activity and it’s not a drop-in session, the booking will be made by our concierge service to make the booking process as easy as possible for our members. When a member books on your activity, our concierge team will get in touch with you to get them booked on.
The booking will be set as pending until the booking is confirmed. If your class is full, the member will be notified and they can book an alternative session. If your activity requires top-up fees, the member will be refunded if they can’t get a space into your class.
Don’t forget, if you get questions from your MoveGB attendees and you’re not sure how to answer them, you can get in touch with us and we’ll help you out with their burning questions!
