Plus Fitness 24/7 Douglas

FURTHER REPSONSE TO FINAL COMMENTS: The 1 month free is part of a membership promotion, not a free trial. This is clearly outlined at the time of sign-up and in our terms and conditions. We only offer 7-day trials for those wanting to try the club before committing. Thanks Kate - Owner.

Hi Ghada,
Thank you for your feedback. We take customer concerns seriously, and we’d like to clarify the details of your experience. I would also like to note that you did edit your review after our response.

We do not offer a one-month free trial. However, we do offer a 7-day free trial during staffed hours. Our flexible contract of which you signed up on is a no-lock-in contract, which allows for transfers to programs like Fitness Passport, and we would have been more than happy to assist you with that process.
Upon reviewing our records, we found no emails from you regarding these issues. However, we did speak with you on December 21, 2024, at 10:36 AM (after receiving your cancellation the day before), during which you mentioned that you were moving away and that was the reason for your cancellation. At that time, no mention was made by yourself regarding transferring to Fitness Passport, which if there was, we would have happily facilitated which we do for any members if required.

As for the charges, we placed you on a flexible contract with a 2-week free period. After your 2-week free period, you were simply billed the normal membership fees which is included in the membership agreement your agreed to at the time of joining. These included a $49 activation fee on December 3, 2024 at the time of signing up, followed by normal membership instalments on December 17, 2024, and December 31, 2024 and a small a prorata on January 14, 2025, which aligns with our 30-day notice period for cancellation as you requested to cancel your membership on 20/12/2024 at 10:47am through your membership portal.

During your short time with our gym, we also communicated several times with you with club updates via email which also provided you an opportunity to communicate with us however as mentioned we did not receive any engagement from yourself. Further to this, you only visited the gym once on the 06/12/2025 just prior to midnight.

As a locally owned Townsville business, we work incredibly hard to create an inclusive community where everyone thrives. We deeply value our members and prioritize ensuring all our members feel comfortable, supported, and welcome in our space. We are committed to providing transparent and prompt service, and we encourage you to reach out directly to our club via email [email protected] if you need any further clarification or assistance.
Thanks Kate - Owner Plus Fitness Douglas

INITIAL REPLY:
Hi Ghada, Thanks for the review. It appears you were only a member of a gym for a very short time before cancelling due to moving away in January 2025. I note you only visited our gym once during that short time and our team spoke with you personally in December 2025 after your one visit to see how they could assist. Please feel free to contact our club directly at [email protected] so we can be of further assistance. With thanks, Kate - Owner Plus Fitness Douglas.

Hi Jennifer,
As you are aware, we are the gym next to your dry-cleaning business in Douglas and have had a positive relationship with you over the past 6 years.

Regarding the $46 charge, this was for the regular fortnightly membership payment of $35.90, along with an $11 dishonor fee due to the bank rejecting the payment. If your card was compromised, we recommend contacting your bank and the fraud department to resolve this with our direct debit payment provider.

In reference to the "one month free" promotion, this was indeed applied to your account. You joined on 12/08/2025, and your first payment was not until 09/09/2024, which equates to your first 4 weeks being free. I have confirmed this in our membership system and with our payment company, and no charges were debited from your account during this time.

As a locally owned Townsville business, we work incredibly hard to create an inclusive community where everyone thrives. We deeply value our members and prioritize ensuring all our members feel comfortable, supported, and welcome in our space.

We understand that these situations can be frustrating and are happy to assist you further if needed especially if you require any evident to provide your bank in relation to the dishonour charge due to the hacking so their fraud team can investigate.

The review you left on our google is unfortunate as I don’t believe it represents a fair summation of the situation especially as we are supportive local business neighbours and have been for many years. I welcome you to contact our club directly at [email protected] and we can assist further where needed.

Thanks Kate - Owner Plus Fitness Douglas

Thanks Dilshan! We appreciate the support. Thanks Kate - Owner.

Hi Ashoi - thank you for the great review and being a part of our fitfam! Kate - Owner.

Thanks Hannah!

Thanks for the 5 star review Christian! Thanks Kate - Owner

Hi Alex - thanks for the great review. We really appreciate you being part of our fit fam! On the group fitness classes, we'll have these soon, it's something we're working on and will introduce in the near future. Thanks again for supporting us!

Thank you Kel! We appreciate your support. Thanks for being a part of our Plus Fit Fam.

Thanks Konah - our staff love to help our members!

Thank you!

Thank you!

Thank you for the review! We'll see you next time you're in!

Thank you for the review Nikita - we'll see you next time you are in the club!

Thanks for the review Kian!

Thanks Nimmy!

Thanks Chris!