FAQs
Find quick answers below. If you still need help, use the chat bubble in the bottom right.
How to information - Member Accounts
Freeze your Account - short video click here
How to Freeze Your Membership via the In Balance Fitness App or Client Portal
Need to take a break from your membership? You can request to freeze your membership anytime through the In Balance Fitness Member App or Client Portal — it only takes a minute to set up.
This video shows you how to:
✅ Log in to your member account
✅ Navigate to Membership Options
✅ Select Request Freeze
✅ Enter your preferred start and end dates
✅ Submit your request
Important to Know:
If your account is overdue at the time you request the freeze, or if a payment is still processing but doesn’t clear, the system will automatically remove your freeze and you’ll receive a notification. The system doesn’t differentiate between an overdue balance and a payment that’s in progress, so even if you’ve actively submitted a freeze request, it won’t be applied if your account isn’t fully up to date.
To make sure your freeze stays in place, please ensure your payments are current when you submit your request.
Thinking about cancelling? Here’s what you need to know before submitting your request.
1️⃣ Check Your Membership Status First
Before cancelling, review your membership details, including remaining payments and contract term:
📌 How to Check
- Log in to the Client Portal or In Balance Fitness HUB App (Apple/Google Play).
- Use the email address you signed up with at the club.
- Click Contracts to view your membership details:
- Your payment schedule
- How many days you are paying for
- If you are out of term or still in contract
📌 Your Options
✔️ Out of Term? Cancel with 7 days’ notice.
✔️ In Term? Cancellation requires 75% of the remaining balance OR you can let your membership run out without renewing.
2️⃣ How to Cancel Your Membership
- Complete the Cancellation Form: Click Here
- If required, you may need to make the final payment or set to term based on your contract.
- Receive email confirmation once processed.
✅ Done! Your membership will officially end based on the cancellation terms above.
3️⃣ Need Help?
📩 Email us at mc@inbalancefitness.com.au
📞 Call us at 1300 606 588
We’re happy to discuss alternative options, including suspending your membership if you need a short break, or possibly transferring your membership to a friend/loved one.
Making a Payment - short video click here
How to Make a Payment via the Client Portal or Member App
Need to make a payment on your membership or clear an overdue balance? This quick video shows you exactly how to do it via the In Balance Fitness Client Portal or the Member App: Android or Apple
What’s Covered:
✅ Logging into your member account via the app or web portal
✅ Navigating to the Payments section
✅ Viewing your current balance or any overdue amounts
✅ Making a payment securely with your saved card
✅ Confirmation of payment being processed
If your payment is overdue, the system will prompt you — but you can also pay any balance at any time by following these steps.
Tip: If your payment fails, check that your card details are up to date in the Payment Methods section of your account.
If you need help updating your details or experience any issues, our team is here to help — just reach out to us via the Contact Us form or chat with reception.
How to Book a Class - short video - click here
How to Book a Class via the In Balance Fitness App or Client Portal
Want to secure your spot in one of our group fitness classes? This quick video guide walks you through the simple steps to book your favourite class using either the In Balance Fitness Member App or the Client Portal.
In this video, you’ll learn how to:
✅ Log into your member account via the app or web portal
✅ Navigate to the Classes or Schedule section
✅ View upcoming class times and instructor details
✅ Select your preferred class and confirm your booking
✅ Check or manage your existing class bookings
Bonus Tip: If you can’t make it, you can cancel your spot easily through the app to free it up for someone else.
Booking ensures you don’t miss out on your favourite sessions — and it only takes a few taps!
For any help with booking or cancellations, feel free to contact our team at reception or via the Contact Us form.
General FAQs
General questions asked about In Balance Fitness Clubs
In Balance Fitness is open 24 Hours a day, 7 days a week, 365 days a year with an access card, or via your In Balance Fitness HUB app - you can use your unique QR code to access the club.
If you need to talk to a staff member, or want to come during hours which staff are available:
WERRIBEE: Office Hours: Monday – Thursday 8.30am – 8.30pm, Friday 8.30am – 8:00pm, Saturday 8:00am – 12:00pm, Public Holidays 8:30am – 11:30am.
ALTONA MEADOWS: Staffed Hours: Monday – Friday 5.00pm – 8.00pm and Saturday 9.00am – 1.00pm
LAKES ENTRANCE: Staff available Monday - Friday 9.00am -11.00am unless by select appointment. Please email the club directly for an appointment: lakes@inbalancefitness.com.au
The clubs will not be staffed on Christmas Day, Boxing Day, New Year’s Day and Good Friday.
If we experience staff shortages, we update the front page and also place notifications on social media to update customers and members.
The minimum age is 14 providing that you have parents’ consent and your legal guardian must complete a guarantor form.
Need to put your membership on hold? Follow the simple steps below based on your situation.
In Balance Fitness doesn't process membership suspensions on behalf of members (except for approved medical cases). All members are responsible for managing their own freeze directly through the app or online portal.
1️⃣ Standard Suspension (Going Away or Unable to Attend?)
📌 Who Can Suspend?
- In-Term Members (Fixed Contract): Suspend for up to 6 months total at $2 per week.
- No Lock-In Members: Suspend indefinitely at $2 per week.
*Freeze unavailable on 'some' special promotion memberships.
📌 How to Freeze Your Membership
- Log in to the In Balance Fitness HUB App or Client Portal.
- Use the email address you signed up with at the club.
- Go to Contracts > Select Current Contract (e.g., Direct Debit 24 Hrs 20.00_MIG).
- Click FREEZE (bottom of the page)
- Choose your start & end dates (up to 6 months).
✅ Done! Your freeze will apply automatically.
📌 Need Longer Than 6 Months?
Contact us at mc@inbalancefitness.com.au for approval.
2️⃣ Medical Suspension (Injury or Health Condition?)
How It Works
- Free for the first 8 weeks with a valid medical certificate.
- After 8 weeks, we’ll reassess your situation.
- Beyond 16 weeks, the $2 per week freeze fee may apply.
- Total suspension (standard + medical) cannot exceed 26 weeks for in-term contracts.
How to Apply
- Get a valid medical certificate stating you cannot exercise.
- Email it to mc@inbalancefitness.com.au or bring it to the club.
- Our team will process your request.
🔹 Medical freezes cannot be done through the app due to required documentation.
3️⃣ Special Circumstances?
If you need an extended freeze due to unique situations (e.g., army deployment, family emergency), email us at mc@inbalancefitness.com.au.
Questions? Call us at 1300 609 588
📍 Werribee – The Ultimate Group Fitness Experience!
We have everything to keep you moving, motivated, and loving every workout!
🔥 Les Mills Classes – Pump, Attack, Balance, and more!
🚴 Cycle – High-energy, calorie-burning sessions on the bike.
🧘 Pilates & Yoga – Build core strength, flexibility, and mindfulness.
💪 HIIT (High-Intensity Interval Training) – Short, powerful sessions for serious results.
🦊 Foxes & Fossils – Our dedicated over 50s group, blending fitness with fun!
PLUS
🏋️ IBFHIT – A functional training program built around strength, endurance, and skill-based workouts. Expect a mix of barbell lifts, bodyweight movements, and high-intensity challenges—all designed to push your limits with expert coaching and a great community.
👉 Check out the full timetable in the In Balance Fitness HUB App or at the club!
📍 Altona Meadows – Community & Small Group Training
While we don’t have full group classes, we offer:
🦊 Seniors Group – Twice a week, designed for fun, fitness, and movement.
🏋️ Small Group Training – Personalised sessions with expert trainers.
📩 Contact us for details at altona@inbalancefitness.com.au
📍 Lakes Entrance – Small Group Training & Fitness On Demand!
🏋️ Small Group Training – Train with expert coaches in a supportive group setting.
📺 Fitness On Demand – Your ultimate virtual class experience! With a massive library of workouts for every style, it’s like having a personal trainer on demand. Whether you love HIIT, Pilates, Strength, or Yoga, it’s all here, available anytime in the perfect space designed just for you.
🔗 Drop an email to the club or ask our team for more info!
Yes! Casual visitors can easily access our clubs using the In Balance Fitness HUB App or Client Portal. You must be 16 years or older to enter casual. We do offer memberships to 14+ year olds.
📍 Werribee – Casual Entry ($18)
✅ How to Access:
1️⃣ Log in as a guest via:
2️⃣ Select Werribee & fill in your details.
3️⃣ Receive a unique QR code to scan at the door.
💡 Prefer in-person access? You can also visit during staffed hours.
📍 Altona Meadows – Casual Entry ($13)
✅ How to Access:
1️⃣ Log in as a guest via:
2️⃣ Select Altona Meadows & fill in your details.
3️⃣ Receive a unique QR code to scan at the door.
💡 Prefer in-person access? You can also visit during staffed hours.
📍 Lakes Entrance – Casual Entry ($15.95)
✅ How to Access:
1️⃣ Log in as a guest via:
2️⃣ Select Lakes Entrance & fill in your details.
3️⃣ Receive a unique QR code to scan at the door.
🚀 It’s quick, easy, and gives you instant access to train!
A positive attitude, a sweat towel and proper workout gear. No work boots, thongs, jeans or offensive garments.
Personal Training is not included in the price of the membership, however we do offer Personal training as an additional service. It is a fantastic way to fast track your goals! Expect to pay between $35-$70 per session for one on one personal training.
