FAQs

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Membership and Purchases

How do I cancel my membership?
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We are sorry to see you go!

To cancel your monthly membership and stop the billing of the monthly membership fee on the 1st of the month, the club requires written notification delivered by and postmarked via certified mail to the club address before the 10th of the previous month. Our front desk service team does not process cancellations.

Upon receipt of the certified letter, you will receive an email confirmation.

Additional questions can be sent to service@drivecustomfit.com or by calling 603-935-9825.

Can I freeze my membership?
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We hope you recover soon and return to classes!

Drive will freeze your account for up to 3 months for a medical reason that physically prohibits you from exercising. Freeze fees apply, and your membership rate is guaranteed upon your return.

To freeze your monthly membership and stop the billing of the Monthly Membership Fee on the 1st of the month, the club requires written notification delivered by and postmarked via certified mail to the club address before the 10th of the previous month. Our front desk service team does not process a freeze or freeze request.

Upon receipt of the certified letter, you will receive an email confirmation.

Additional questions can be sent to service@drivecustomfit.com or 603-935-9825.

Retail purchase policies
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Returns & Exchanges: Unworn, unused, and unwashed merchandise may be returned or exchanged with a receipt within 14 days of purchase.

Final Sale Items: All sale items, accessories, and opened products (e.g., supplements) are final sale and cannot be returned or exchanged.

Damaged Items: If an item is defective or damaged upon purchase, it can be exchanged for the same or a similar item of equal value within 7 days, with proof of purchase.

Receipts: A receipt is required for all returns or exchanges. No exceptions.

Gift Cards: Gift cards are non-refundable and cannot be redeemed for cash.

Cafefit policies
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Orders: Please double-check your order before confirming it at the register. Once placed, orders cannot be modified or canceled.

Pickup: Pre-orders should be picked up within 15 minutes of the selected time. Items not picked up may be subject to disposal without a refund.

Refunds: All CaféFit sales are final. Refunds or exchanges are only granted in the event of an error on our part.

Allergies: While we take precautions, our kitchen handles nuts, dairy, and other allergens. Please inform us of any allergies at the time of order.

I didn’t use all the classes in my pack. What do I do now?
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We understand it can be frustrating to miss out on unused classes. Our class packs are designed with recommended usage in mind and do include expiration dates to encourage consistent attendance.

If you’d like to explore flexible options—whether short-term or long-term—please reach out to our Membership Team at membership@drivecustomfit.com. We’re happy to help you find the best fit moving forward.

STUDIO

When do I need to arrive by for a scheduled class?
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Please plan to arrive at least 15 minutes prior to class, allowing sufficient time to find parking. Bring water, a towel, and a positive attitude to give your best effort.

New members should arrive 30 minutes prior to the start time to complete a waiver and address any questions.

Note: Late arrivals of 5+ minutes will not be admitted. Spots will be given to waitlist or standby members.

Do I need to sign up online for classes?
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No—however, we recommend booking in advance through our website or app to reserve your spot. Drop-ins are welcome if space is available.

You may cancel up to 12 hours before class without a fee. After that, late cancellation/no-show fees of $18 apply.

Are there beginner’s classes?
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Our classes are specifically designed for all levels! The instructors are always accommodating to the members’ needs.

Can I book more than one class per day?
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You may book 1 class per day through the app. However, if space allows, you can attend a second class by checking in at the front desk 15 minutes before the class start time.

Note: The Mindbody app will not allow dual booking.

I won’t be able to make it to class. How do I cancel my reservation?
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You can cancel your reservation by using the Drive app, website, or calling the front desk.

If you miss a scheduled class or cancel/change an appointment within 12 hours, a $18 no-show fee will apply. Cancellations made before the 12-hour window will not incur any charge.

Private Training

Is private training included in my membership?
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Private training is not included in membership. It is a separate service designed for members looking for more individualized attention and customized programming.

We offer flexible packages and monthly auto-pay options to suit your goals and schedule.

Is open gym included with my personal training?
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Personal training clients receive complimentary open gym access on the day of their scheduled appointments. This allows you to warm up, cool down, or take advantage of our sauna and recovery options before or after your session.

Open gym access is not included outside of appointment days.

When are my sessions pulled from my account?
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Personal training sessions are pulled 24 hours in advance of your scheduled appointment to confirm your booking.

If no sessions are available at the time of pull:

  • A single session will be charged at the hourly rate of your scheduled trainer.
  • This ensures the trainer’s time is honored and your session remains booked.

If you’re unsure about your session balance or need to purchase additional sessions, please contact our front desk or email info@drivecustomfit.com.

What is the policy for Bootcamp, Small Group, and Club Drive sessions?
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Sessions are valid only for the duration specified at the time of purchase. Any missed sessions will be forfeited.

Extensions are not provided, and sessions are non-refundable after the third business day from the date of purchase.

Drive 101

Is there designated parking for Drive members?
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For the most convenient parking when visiting Drive Custom Fit, use the Tuscan Village South Parking area, accessible via the rotary at Via Tuscan Drive and South Village Drive. These lots are located just east of our entrance and south off of South Village Drive.

Overflow parking is available in the lot near us, on the streets, or throughout the village. During busy events such as the holiday season, car shows, and the 4th of July, parking may be more limited; please plan ahead.

We appreciate your patience as construction continues in the Village.

For more details, visit Tuscan Village Parking.

Are minors allowed to be members?
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Memberships are available for ages 16 and older. If you are under 18, we require a parent’s or guardian’s waiver.

Locker usage
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Day-use lockers: Available during workouts only. All items must be removed by the end of your session. Items left overnight may be removed by staff.

Personal lockers: Available for purchase at $30/month with a 3-month minimum. Locker assignments are non-transferable and subject to availability.

Cancellations: After 3 months, cancellations require 30 days’ written notice, submitted via mail by the 10th of the previous month.

No refunds: Locker fees are non-refundable, including mid-month cancellations.

Membership tie-in: Locker rental ends when your membership ends. Items left behind will be stored for 7 days before disposal or donation.

Note: Drive Custom Fit is not responsible for lost, stolen, or damaged items.

General club policies
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General conduct:

  • Members must always check in with a physical or digital key tag for open gym.
  • Members must check in with a service staff member before entering any classes.
  • No loud talking on cell phones in the workout floor, cardio area, or studio spaces.
  • Personal items cannot be left at the front desk.

Behavior & expectations:

  • Members must treat staff, trainers, and fellow members with respect and courtesy at all times.
  • Harassment, discrimination, or verbal/physical abuse will not be tolerated and may result in immediate termination of membership.
  • Members must follow staff instructions and adhere to all safety protocols.
  • Disruptive, aggressive, or inappropriate behavior, including excessive yelling or intimidation, is strictly prohibited.

Attire & equipment use:

  • No string tanks that expose the chest.
  • No jeans, cut-offs, boots, sandals, or flip-flops.
  • No headgear except for baseball caps.
  • No sneakers in the MindBody studio.

Gym etiquette:

  • No outside personal training.
  • No gym bags on the workout floor or in studio spaces.
  • No chalk use of any kind.
  • No slamming or dropping weights.
  • Wipe down equipment before and after use.
  • Re-rack all weights to their proper area.
  • Notify a staff member of any hazards or unsafe equipment.

Studio etiquette:

  • Wipe down all equipment and mats after use and return them to their designated storage areas.
  • Arrive at least 15 minutes before class. Late arrivals of 5+ minutes will not be admitted. Spots may be given to waitlist or standby members.
  • Late cancellations or no-shows are subject to an $18 fee (subject to change).
  • Phones must be silenced and put away during class unless used for fitness tracking.
  • Studio equipment must remain in the studio.
  • *Failure to follow these rules may result in revoked membership privileges, without reimbursement.

Questions?

We’re here for you! Get in touch with us at info@drivecustomfit.com.