Member Services
Frequently Asked Questions
New Horizon
Fitness Center
Let us help you by mapping out a plan to
achieve your goals!
Our Blog
Meet Christine
Hi, I’m Christine. Movement has been a part of my life since I was two years old, when I first stepped into a dance studio. Dance quickly became my passion, but my journey wasn’t without obstacles. Growing up, I battled repeated injuries—breaking each ankle twice. Doctors told me I’d need ankle braces for life and that my dream of dancing professionally would never happen.
I refused to accept that. Instead of giving up, I committed myself to strengthening my body, focusing daily on rebuilding stability and reducing pain. After years of consistent effort, I not only danced without braces but also discovered something life-changing: movement has the power to heal.
That realization sparked a lifelong passion for fitness. I joined a gym, began strength training, and saw firsthand how intentional exercise could transform not just performance, but overall health and quality of life.
My dedication led me to earn a Bachelor of Arts in Dance Performance and a Bachelor of Science in Exercise Science with a concentration in Pre-Physical Therapy from Georgian Court University. I went on to achieve my dream of dancing professionally for four years, while also earning my Personal Training certification, Precision Nutrition Level 1 certification, and NASM Corrective Exercise Specialist certification.
For the past several years, I’ve been helping clients overcome pain, improve mobility, and reach their personal goals—whether that’s losing weight, building strength, or simply moving through life with more confidence and less discomfort.
My philosophy is simple: movement is medicine. I know what it feels like to be told you can’t do something, and I know the power of proving that wrong. My mission as a trainer is to create a supportive environment where every client can build strength, improve movement quality, and achieve lasting results—without having to figure it all out alone.
If you’re ready to move better, feel stronger, and take back control of your health, I’d love to help you get there.
Apply to work with me here https://forms.gle/qyd8xja7dtrUu5rNA
Signing Up
How do I sign up?
You can sign up online or in person during staffed hours.
Online: Complete the sign-up form on our website anytime here: https://newhorizonfitnesscenter.com/sign-up
In person: Visit us during staffed hours and we’ll help you get started
Once you sign up, you’ll receive an email to set up your member account and download our app so you can check in.
Are all membership options available online?
Only our most common membership options are available online.
Some special promotions, discounts, or custom membership options are only available in person during staffed hours.
If you’re unsure which option is best for you, stop by and we’ll help you choose—or fill out the form below and our team will reach out.
Can I pay cash for my membership?
Yes. We accept cash payments for paid-in-full memberships when completed in club.
Memberships with recurring payments still require billing information on file to complete setup, even if your first payment is made in cash.
This ensures uninterrupted access and proper account setup.
When does my membership start?
Typically your membership begins the day you sign up. If you are signing up in club we do have the ability to start your membership at a later date.
Once your account is set up and payment is completed, you’ll be able to access the gym.
How long does it take to get access?
Once you complete the sign up process you will receive an email to set up your account. After you set up your account you will have access to the facility through the app using your QR code in the lower right screen.
What do I need to bring to sign up in person?
Just bring:
A valid ID
A debit/credit card or bank information
Our team will walk you through everything.
How do I access the gym after I sign up?
After signing up:
Set up your account using the email you receive
Download our mobile app
Use your Barcode ID (QR code) to check in
If you prefer, we can also set you up with a physical key tag during staffed hours.
Is there a contract or commitment?
Membership details, including billing and commitment terms, are outlined in your membership agreement at sign-up. Membership details are outlined for each membership in our online join.
You can review your agreement anytime through your account, review your emailed copy, or by contacting our team.
Can I sign up if I’ve never been to the gym before?
Absolutely. Whether you’re brand new or experienced, our team is happy to help you get started and answer any questions.
Do you offer personal training or coaching when I sign up?
Yes. We offer personal training and coaching options for all experience levels.
You can ask about training options at sign-up or anytime after you join.
What if I don’t receive my sign-up email?
First, check your spam or junk folder.
If you still can’t find it, stop by during staffed hours and we’ll help you get set up.
What is the minimum age to join?
Age requirements vary based on staffed vs. non-staffed hours.
18 years or older:
May access the facility at any time, including non-staffed hours.
Ages 16–17:
May use the facility during staffed hours only after a parent or guardian completes the sign-up.
Ages 12–15:
May use the facility only when accompanied by a parent or guardian.
Both the parent/guardian and the minor must have an active membership.
Under 18 during non-staffed hours:
Individuals under 18 are not permitted during non-staffed hours, unless directly accompanied by a staff member.
These guidelines help us ensure a safe environment for all members.
Access & Check In
How do I check in?
To check in, use either your mobile Barcode ID or a physical key tag.
Using the app (preferred):
Open our mobile app
Tap the QR code button in the bottom right corner of the home screen
Hold your phone about 5 inches below the black scanner to the right of the door or at the front desk
Using a physical key tag:
Hold the key tag about 5 inches below the black scanner to the right of the door.
How do I get my Barcode ID?
When you sign up, you’ll receive an email to set up your account.
Once your account is set up:
Download and open our mobile app
Tap the QR code button in the bottom right corner of the home screen
Hold the QR code about 5 inches below the scanner
Use the scanner outside the door or at the front desk
Your Barcode ID will scan and grant access automatically.
Other access option
If you prefer a physical option, we can set you up with a physical key tag.
Physical key tags are issued in club
Stop by during staffed hours and our team will get you set up
Both the mobile Barcode ID and physical key tag provide the same access.
Do you offer a physical key tag instead of the app?
Yes. If you prefer a physical option, we can set you up with a physical key tag.
Key tags are issued in club
Stop by during staffed hours and our team will assist you
Both options provide the same gym access.
How do I get in the Door after hours?
To check in, use either your physical key tag or your virtual key tag in our app.
Physical key tag:
Hold your key tag about 5 inches below the black box located to the right of the door.
Virtual key tag:
Open our app
Tap the QR code button in the bottom right corner of the home screen
Hold your phone about 5 inches below the black box to the right of the door
Once scanned, the door should unlock automatically.
Why won’t the door open for me?
The most common reason is a failed or past-due payment.
What to do first:
Open the app and check for a failed payment
Submit the payment directly through the app
OR
Stop by during staffed hours for assistance
Still not working or believe you’re in good standing?
Call our door company’s 24-hour Member ACS Support line from the door:
📞 1-844-738-3247
When prompted, provide your club number:
Swansea: 31800
West Columbia: 31801
What should I do if I’m locked out after hours?
If your access isn’t working after hours:
Check your billing status in the app
Try scanning again after a few minutes
Call Member ACS Support at 1-844-738-3247 and provide your club number
Billing & Membership
How do I update my billing information?
You can update your billing information through the app or the Member Portal.
Option 1: Through the app
Open the app
Tap your profile image in the top left corner
Select Payment Methods
Update and save your information
Option 2: Through the Member Portal
Click the Member Portal Login button
Log in or follow the prompts to create your account
📄 You’ll need your agreement number, which is included in the agreement email sent when you signed up.
What happens if my payment fails?
If a payment fails:
Gym access may be temporarily suspended
You’ll receive a notification in the app
Once payment is updated, access is typically restored shortly after
When am I billed each month?
Billing dates are based on your original sign-up date.
You can view your billing details anytime in the app or Member Portal.
How do I cancel my Membership?
Stop by your home club and fill out a brief cancellation request form or click the link below and follow the steps on the form.
*All cancellations must follow our cancellation guidelines.
Why did I get charged more money this month?
Our billing company does charge returned payment fees. We are here to help so be sure to let us know if you need to change your billing but your next bill date.
Coaching - Personal Training
Do I need to be in shape before starting coaching?
No. Coaching is designed for people at all starting points—including beginners.
Our coaches meet you where you are and build a plan based on your goals, schedule, and experience level.
👉 If you’re unsure where to start, the best next step is a conversation.
What makes your coaching different from just working out on my own?
Coaching provides:
Structure and accountability
A plan tailored to you, not a generic workout
Ongoing guidance and adjustments
Many members work out consistently but struggle to see results. Coaching helps remove the guesswork.
👉 If you’ve been “doing all the right things” but not seeing progress, let’s talk.
Is coaching only for weight loss?
No. Members work with our coaches for many reasons, including:
Weight loss
Strength and muscle gain
Improving energy and health
Injury prevention or corrective exercise
Building consistency and habits
Your coaching plan is built around your goals, not a one-size-fits-all program.
Do you offer 1-on-1 personal training?
Yes. We offer 1-on-1 personal training with certified coaches.
Sessions are personalized and focused on your goals, abilities, and schedule.
👉 Availability and options vary, so the best way to learn more is to connect with us directly.
Do I have to commit long-term to coaching?
Coaching options vary based on your needs and goals.
Some members start short-term to build confidence and momentum, while others continue long-term for accountability and progress.
👉 A quick conversation helps determine what makes the most sense for you.
How often would I meet with a coach?
That depends on:
Your goals
Your schedule
The level of support you want
Some members meet weekly, others less frequently with structured programming in between.
👉 We’ll help you choose the right level of support during a consultation.
What if I’m busy and don’t have a lot of time?
Many of our coaching clients are busy professionals and parents.
Coaching is designed to fit into your life—not take it over.
👉 If time has been your biggest obstacle, that’s exactly what coaching helps solve.
Is coaching included with my membership?
Membership gives you access to the facility.
Coaching and personal training are optional add-on services.
👉 We’ll walk you through available options so you can decide what level of support you want.
How do I get started with coaching?
The first step is a conversation.
We’ll talk about:
Your goals
What you’ve tried before
What’s currently holding you back
From there, we’ll recommend the best next step—no pressure.
👉 Fill out the form below or stop by during staffed hours to get started.
Gym Rules & Expectations
Is the gym staffed 24/7?
No. We offer 24-hour access, but staff are only present during staffed hours.
Staffed hours are posted in the club and on our website.
Members are responsible for following all rules during non-staffed hours.
Can I let someone else in if they forgot their access?
No. Do not open the door or allow anyone else to enter—even if they say they are a member.
Letting someone in without proper access may result in:
Unauthorized guest fees
Membership suspension or termination
Each member must scan in using their own access.
Can I bring a guest with me?
Guests are allowed during staffed hours only, with staff approval.
Guest policies and fees may apply
Guests under 18 require approval
Guests must follow all gym rules
Guests are not permitted during non-staffed hours.
What is expected of members while using the gym?
Members are expected to:
Be respectful to staff and other members
Use equipment properly
Wipe down equipment after use
Return all weights and equipment
Keep language and behavior appropriate
Dropping weights, disruptive behavior, harassment, or disrespectful conduct is not allowed.
What is the dress code?
We ask members to wear attire that is safe, clean, and respectful.
Shirts must be worn at all times (sports bras alone are not considered a top)
Shorts must fully cover the glutes
Closed-toe athletic shoes are required in the main gym area
Clothing with offensive or vulgar graphics is not permitted
Management may ask members to change or leave if attire is inappropriate.
Are there rules around hygiene and cleanliness?
Yes. To maintain a clean environment:
Wash or sanitize hands before using equipment
Bring a towel and wipe down equipment after use
Clean up chalk or powder after use
Dispose of trash properly
Repeated cleanliness issues may result in warnings or disciplinary action.
Can I use lockers for storage?
Lockers are for day use only unless otherwise contracted.
All items must be removed when you leave
Locks left overnight may be removed
The gym is not responsible for lost or stolen items
Can I train others or run a business in the gym?
No. Unauthorized personal training or business activity is not permitted.
Only trainers employed by New Horizon Fitness Center may provide training services in the club.
Unauthorized training may result in suspension or termination of membership.
Are smoking, vaping, drugs, or alcohol allowed?
No. The facility is 100% smoke-free.
Smoking, vaping, alcohol, marijuana, or illegal drugs are not permitted anywhere on the premises, including the parking lot.
Can children be in the gym?
Children and minors are subject to strict age and supervision rules.
No children under 12 are permitted
Minors are only allowed during staffed hours
All minors must be supervised according to our age policy
Children are not allowed during non-staffed hours
Please refer to our Minimum Age Requirements section for full details.
What should I do if equipment is broken or something needs attention?
Please report:
Broken or damaged equipment
Safety concerns
Offensive behavior
to staff immediately or through our Member Support page or by sending an email to support@newhorizonfitnesscenter.com
What happens if someone breaks the rules?
Failure to follow gym rules may result in:
Warnings
Fees
Temporary suspension
Membership termination
The severity of action depends on the situation.
Staffing & Facility Info
Is the gym staffed 24/7?
No. Our gyms are 24-hour access facilities, but staff are only present during staffed hours.
Staffed hours are posted inside the club and on our website.
What are staffed hours
Our normally staffed hours are:
Monday - Thursday 10:00am - 7:00pm (closed 2:00 - 3:00pm)
Friday 9:00am - 6:00pm (closed 2:00-3:00pm)
Saturday 9:00am - 1:00pm
*check with the club for special hours.
App & Account Help
I didn’t receive my sign-up email. What should I do?
Check your spam or junk folder first.
If you still can’t find it, stop by during staffed hours and we’ll help you get set up.
I’m having trouble logging into the app.
Make sure you’re using the email you signed up with.
If you need help resetting your login, contact us during staffed hours.
When do you run specials?
We run specials periodically on our many services and products. Be sure to stay in the loop by checking in club, on our social media pages, and through email.
Have other questions?
Send us a message or request a new item!
Copyright © 2025 New Horizon Fitness Center - All Rights Reserved.