Frequently Asked Questions

What can I expect from Fitness XO?

Our group fitness classes are interval and circuit-based and run approximately 45-50 minutes. The workouts are challenging – but fun. The trainers will push you – but in an encouraging way. The workouts constantly change – but the friendly, supportive environment is always the same. XO is all about giving love and care to each individual client. It is our goal to make everyone feel welcome and we will do everything possible to give you the care and attention you deserve at our studio.

What should I know before visiting Fitness XO?

  • Please check-in at reception before all classes. Upon your first visit, you will be asked to fill out a new visitor form and we will give you a quick tour of the studio.
  • Please arrive at least 5 minutes prior to the start of class. In order to ensure the best experience for everyone, you will not be permitted to join the class if you miss the explanation and warm up. If the class is full, your spot may be given away if you have not arrived by the start of the class.
  • We have full bathroom facilities with showers and hair dryers. Please bring your own shower towel if you plan to shower at the studio.
  • Sweat towels are provided to use during your workout.
  • Water is available for purchase for $3 or you can bring your own bottle and fill up at one of our water fountains.

How do I get to XO Northcote?

Fitness XO Northcote is located at 82 High Street in Northcote, VIC 3070. There is free parking on High Street as well as nearby side streets – just be sure to pay attention to the parking signs when choosing a spot 🙂

How do I get to XO Richmond?

Fitness XO Richmond is located at 377 Bridge Road in Richmond, VIC 3121. In between Coppin and Griffith Street. There is free 2 hour street parking on Coppin and Griffith most days of the week. It is free to park on Bridge Road directly in front of the studio on Sunday – just be sure to pay attention to the parking signs when choosing a spot 🙂

What is your late cancel and no-show policy?

We kindly ask that all cancellations are done 3 hours prior to the start of a class. Cancellations must be done via our Fitness XO app or the MindBody app or website. Cancellations will not be accepted via phone, email or social media. 

If you’ve booked using a single or multi class pass or if you are on a Little XO Membership, any no shows will result in forfeiting that visit. If you cancel within 3 hours of the start of the class and there are free spaces in the class, the pass will be returned to your account within one week. If the class is full with a waitlist, you will forfeit the visit.

If you’re on an unlimited membership and the class is full with a waitlist, you will be charged a $10 fee if you don’t attend a booked session or if you cancel within 3 hours of the class start time. Classes that have free spaces will not result in a penalty.

Please know that our late cancellation and no show policy is designed to prevent others from missing out on class unnecessarily. We really don’t like to penalize anyone, but more than anything, we want everyone to be able to get their daily XO!

Do your passes have an expiration date?

Yes! Our passes activate from the date of purchase and you do have a limited (but generous!) amount of time to use them. However, if you have extenuating circumstances, please email us@fitnessxo.com and we can review the situation on a case-by-case basis. Normal pass expirations are:

-First class free: 2 weeks

-2/$20 New Visitor Special: 2 weeks

-Single Class: 1 month

-10 Pack: 6 months

-20 Pack: 12 months

Can I pause my membership and what is your suspension policy?

We are very happy to suspend your membership if you are going away or unable to use it for a period of time. We just need at least 48 hours notice to place a pause. Full Unlimited XO Memberships are allowed two complimentary pauses per year and can be paused once per billing cycle; additional holds will incur a $20 admin fee. Please note holds must be between 1 week and 3 months and we require this request via email. Due to the flexibility of the Little XO Membership, suspensions must be at least one-month and we require this request via email. Requests to suspend memberships should be sent to us@fitnessxo.com.

What is your membership cancellation policy?

Your membership is set to auto-renew monthly using the card or account we have on file. Please make a note of the payment date for your records. All of our memberships are month-to-month with no lock in period. Should you decide to cancel your membership, we simply ask for a one week notice and we require this request via email. Cancellations with less than a 1-week notice will incur a $25 fee. As long as one week’s notice is given, no termination fees will apply! Cancelation requests should be sent to us@fitnessxo.com.

Is my pass or membership valid across both the Northcote and Richmond studio?

The two studios are considered separate venues on the Mindbody system. Passes, the Little XO Membership and Opening Memberships are not interchangeable between studios. If you are a full member and wish to attend both studios, please email us@fitnessxo.com and we can set up a cross-studio membership for you. If you have mistakenly purchased a pass or membership at the incorrect studio, please email us@fitnessxo.com so we can fix the issue for you.

How can I create an account and book into classes?

We recommend downloading and booking through our XO App to reserve a spot in each class, as the app is the quickest and easiest way to manage your bookings with us. To download the app, simply search “fitness xo” in the Apple or Google app store. Alternatively, you are also able to book into upcoming classes using your Mindbody account. If you have any issues with the booking system, please email  us@fitnessxo.com and we will happily help you.

I’ve forgotten my password or can’t log in to my account. What should I do?

If you have forgotten your password or are having trouble accessing your account, please email us@fitnessxo.com and we can send you a link to reset the password.

How do I change the Credit Card details you have on file for me?

Please update your card details with us in studio or email us@fitnessxo.com to arrange to update the card over the phone.

How do I purchase a Gift Card?

You can purchase a Gift Card on our website or Mindbody and have them delivered directly to the recipient via email or you can simply print the card out and give it to them yourself. Alternatively, please visit us at the front desk and we can help you out in the studio.

Is it OK to attend if I’ve never done HIIT before?

Yes, absolutely! We love welcoming new visitors into our studio. Wednesday and Sunday are our more cardio-intense classes – but all of our classes can be tailored to beginners by varying weight, speed and intensity. So feel free to start any day of the week! Please just let the front desk staff member and trainer know you are new to HIIT training so we can give you a bit of extra XO during your first visit.

What if I have an injury?

We recommend that you speak to a medical professional about any recent, serious injuries to get cleared for exercise before attending. Further, please make the trainer aware of any injuries prior to the start of the class or doing the class warmup. We encourage you to work at your own pace and can also help you with modifications with injury.

I’m pregnant - is it safe to workout?

First of all, congratulations to you! If you have been regularly exercising, we encourage you to keep up the practice as research has shown exercise to be beneficial throughout pregnancy. We have had many clients continue to workout throughout their pregnancies – some getting some XO just days before giving birth! You may also be OK to start training with us during pregnancy, but please email us@fitnessxo.com so that we can talk to you about your specific situation before starting. In saying this, before any class, please remind the trainer that you are pregnant so that we can offer specific modifications for you for each class.

How often should I come to get the best results?

Whenever possible, we encourage our clients to come at least 4 times per week to get the best results. However, many of our clients come 1-3 times per week, mixing in their XO training with other training methods, which is totally cool with us too 🙂