Solo60 is a brand-new concept dubbed as a ‘micro-gym’ because each Solo60 is usually c. 500 sq. ft. and transformed from unused retail and office space into beautiful gyms to workout solo, with friends or train clients from 60 minutes.

Unlike commercial offerings, we don’t aim for a few big gyms with 1000’s of members, instead we are building a network of these micro-gyms in convenient city locations across the globe connected by technology. We provide exclusive use for 1-5 friends or personal trainers to book through a mobile app without the fuss of front-of-house staff or set opening hours.

#YourWorkoutYourWay

If you cannot find the answer to your question inside this FAQ, you can contact Solo60 via phone, email or by submitting a ticket. A relevant member of the team will get back to you within 24 hours.

The best ways to contact us:

1. Email general questions to our central customer service email: hello@solo60.com. You can access our latest customer service phone number and email in the ‘Help’ tab inside the app menu.
2. Submit a ticket using ‘Report a problem’ inside the app menu. This should be used for specific questions on the app, gym or your account. This is most effective because the correct team can filter your questions and answer them concisely.

Due to the exclusive nature of Solo60 and the opportunity to work out alone, you must be 18 years old and over to have an account with us and use our service. Some exceptions can be made for people supervising others. If you have a request to bring somebody under 18, please contact: hello@solo 60.com

Super simple!

1. Go to the ‘ACTIVE SESSIONS’ tab in the menu.
2. Click ‘REVEAL PIN’ on the session you’re trying to access.
   Note: This button will turn green 4-8 hours before your session depending on your booking type. Please refer to our Cancellation Policy for more information.
3. A PIN will pop-up along with any other special instructions (it’s always recommended to read the special instructions as you may need to enter a front door or an access gate as we are often in exclusive spaces).
   Note: The PIN code takes 1 minute to load if you’re booking immediately before entering a workout.
4. Use your unique PIN on the smart lock which is located on front door.
5. Enjoy your session.

After booking, your ‘REVEAL PIN’ will turn green once you’ve been charged. This occurs when your cancellation timeframe expires. If you’ve paid with pay-as-you-go, the PIN will show 8 hours before your session. If you’ve paid using credits, the PIN will show 4 hours before your session. You cannot cancel your session after this time, please refer to our Cancellation Policy for more information.
Note: The PIN code takes 1 minute to load if you’re booking immediately before entering a workout.

Please always try entering your PIN a couple of times. Our technology can take from 1-60 minutes to update due to sleep mode so if you are entering your PIN immediately after booking your workout, our computers may not have spoken to eachother yet. However, if you enter your PIN a second time, the system will have woken up and will allow your access.

If problems persist, please don’t hesitate to get in touch with us so we can rectify the issue quickly: hello@solo60.com

With every Solo60 booking, you’ll get access to special instructions which cover WiFi and Bluetooth passwords but also other important access information. You can find these special instructions on the top of your confirmation email or when you are able to click ‘REVEAL PIN’ in the ‘ACTIVE SESSIONS’ tab in the menu.

If problems persist, please don’t hesitate to get in touch with us so we can rectify the issue quickly: hello@solo60.com

Go to the Bluetooth settings on your phone and select the Solo60 speakers. Device names and passwords can vary. With every Solo60 booking, you’ll get access to special instructions which cover WiFi and Bluetooth passwords but also other important access information. You can find these special instructions on the top of your confirmation email or when you are able to click ‘REVEAL PIN’ in the ‘ACTIVE SESSIONS’ tab in the menu.

In every Solo60, you’ll find a range of smart technology including thermostats, lighting and panic buttons.

Thermostats can be used to control air conditioning and will always be allocated in entrance areas.

Lighting can be controlled throughout the gym using switches or dimmers, but we urge you to keep lights on the whole time.

Panic buttons are strategically placed inside the gym and bathroom. You should ONLY press these if there’s a real emergency. Our team will be alerted and act accordingly.

You’ve got in, had a great workout and a refreshing shower… now what? Not much…

1. Clear up the gym, bathroom and WC. Please refer to our House Rules for more information.
2. Exit the gym on time and shut the door behind you. Press ‘END SESSION’ on the app OR re-enter your PIN into the smart lock. Both methods notify us you have ended your session.
3. Have courtesy to other users entering after you.

Open a ticket using the ‘Report a problem’ inside the app menu. This should be used for specific questions on the app, gym or your account. This is because the correct team can filter your questions and answer them concisely.

Users and suppliers are encouraged to place lost property into a lost property box situated in the entrance area which is collected up each day and stored safely. If you’ve lost something, you should let us know using the method below:

1. Click ‘Report a problem’ tab in the app menu
2. Click ‘GYM’
3. Select the gym and describe your item
4. Wait for our team to review and contact you

Solo60 requires a card on file to hold funds upon booking. This will only be taken if your booking goes ahead, however, to achieve this we only accept all major credit and debit cards such as Visa, Mastercard and American Express. We do not currently support pre-paid or other payment methods such as PayPal.

You can add a payment method whenever you’re purchasing a credit pack or a pay-as-you-go session. On the checkout screen you’ll see a ‘+ADD PAYMENT METHOD’ button. After adding your payment method, you can click to ‘Save Card’, this new card will show inside ‘BILLING INFORMATION’ in the app menu.

You can delete a payment method by visiting ‘BILLING INFORMATION’ and clicking on the card you wish to delete.

Solo60 uses one of the largest payment gateways worldwide called Stripe. They send a request to your bank for £0-£1 dependent on which bank you are using. This is to verify the card is issued and authorised. This is not a charge and will always be reversed so you’ll only ever see it show in ‘Pending Transactions’ and it will disappear from your statement in a few business days.

For credit packs, the credits will be withdrawn from your account immediately. However, if you cancel before your 4-hour cancellation expires, these will be immediately reinstated to your credit balance.

For pay-as-you-go, we ‘reserve’ the funds immediately but only take them after your 8-hour cancellation expires.

You can access all booking receipts by viewing ‘SESSION HISTORY’ in the app menu. For credit packs or anything else purchased through the app, you’ll be sent an electronic receipt via email.

You can cancel a session by visiting ‘ACTIVE SESSIONS’ in the app menu and clicking ‘→ CANCEL SESSION’. If the button is grey, it means you cannot cancel your session, please refer to our Cancellation Policy for more information. If you’ve made a mistake with your booking, we give you 1 minute to cancel it, however, if you cannot cancel and there’s been a genuine issue, you can email us at hello@solo60.com and we’ll do our best to help.

Please refer to our Cancellation Policy for the most up to date information.

Refunds will be issued on a case by case basis subject to the problem incurred. If you’ve been issued a refund by Solo60, please allow 3-5 business days for the banks to process the refund.

If you wish to close your account, please email us on hello@solo60.com and we’ll be happy to assist you. To do this efficiently, our team will need the name and email address used on the account you would like to close.

Unfortunately, account suspensions are caused by a breach of our Terms & Conditions and can occur due to several reasons. We will send you an email to notify you when your account has been suspended and with a reason why.

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