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Temporary Closure FAQ

Last updated: 10:30, 7 April 2020

Questions about our closure period.

We’d like to thank you for your patience during this challenging time across Singapore and indeed worldwide. The following are questions we have been asked during this time; we are actively monitoring the situation in line with the Ministry of Health (MOH) guidelines and will continue to update our community based on this.

Please note that we did not process any Autopay billing on 30 March, and billing will only be reactivated once our locations re-open.

If you rent a locker – all locker agreements will be extended.

We ask you to please download and install the Pure360Lifestyle App to stay updated on all communications. iOS | Android

 

Live-Streamed Classes

Whilst our locations are temporarily closed, we have no intention of letting your yoga practice or workouts slip. Our live-stream schedule is expanding fast with content on @PureYogaSingapore and @PureFitnessSingapore IG pages.

If you don’t have IG, all classes will be uploaded to our Pure Yoga Official and Pure Fitness Official YouTube channels for anytime viewing! Give us your feedback and let us know what else you want to see. And be sure to check MyPureYoga.com for complimentary access to hundreds of Yoga and Meditation videos, a pose library, interviews and other useful content.

 

1. Why did you close?

The health and safety of our Cardholders and staff is our top priority. Given the increasing number of cases in Singapore and the tighter measures implemented by the Ministry of Health (MOH) we decided to temporarily close all our Singapore locations from 26 March. In light of the announcement made by the Singapore government on 3 April, we’ve decided to keep all Pure Fitness and Pure Yoga Singapore locations and offices closed beyond the initially planned two weeks. Until the time is right to re-open, we’ll continue to evaluate the situation with the safety of our Cardholders, staff and the wider community as our top priority.

2. How can I terminate my account?

If you'd like to apply for termination, we will follow our normal procedures. Please refer to our Termination Procedures for Pure Fitness and Pure Yoga.

 

3. Will suspension during this period count towards the maximum 3 months’ quota for the year?

We are excluding this closure period from the quota of three months maximum per year.

4. Is there any limit to how long I can suspend for?

At the moment, we are allowing three months suspension during this time. Suspensions within in February and March will not count towards the yearly quota; you may apply for additional suspension when your current one ends, and we will review accordingly.

 

5. I have already paid for suspension of my account. How will this be adjusted during the closure period?

A. Active Cardholders (members with no suspension requests)

- Dues agreement – we will make the adjustment of the pro-rata of the closure period on your next Autopay payment.

- Prepaid agreements – we will extend your contract period by the number of days we are closed.

B. Members currently on paid suspension where the entire closure period falls within your suspension period:

- Dues agreement – we will make the adjustment of your paid suspension fee on your next Autopay payment.

- Prepaid agreements – we will extend your contract period by the equivalent of the paid suspension fee.

C. Members currently on paid suspension where only part of the closure period falls within your suspension period:

- We will credit the suspension fee according to the number of days overlapped. 

- For the period beyond the overlap we will credit a pro-rata monthly fee.

    • Dues agreement – we will make the adjustment of the pro-rata on your next Autopay payment.
    • Prepaid agreement – we will extend your contract period by the number of days equivalent to the pro-rated amount.

E.g. Assume we re-open on 20 April and your suspension is from 16 March – 15 April.

We will credit the suspension fee for 27 March (first day all clubs were closed) – 15 April.

The pro-rated monthly fee will be calculated for the period between 16 – 19 April as will you not be able to use the clubs for these days, and we re-open on 20 April.

D. Members on unpaid suspension (e.g. for medical reasons) where the entire closure period falls within your suspension period:

No adjustments will be made to your accounts. Suspension will start and end as per requested.

E. Members on special case suspension (e.g. for medical reasons) where only part of the closure period falls within your suspension period:

- No adjustments for the number of days overlapped.

- For the period beyond the overlap we will credit a pro-rata monthly fee.

    • Dues agreement – we will make the adjustment of the pro-rata on your next Autopay payment.
    • Prepaid agreement – we will extend your contract period by the number of days equivalent to the pro-rated amount.

E.g. Assume we re-open on 20 April and your suspension is from 16 March – 15 April.

No credit applied for the overlapped period: 27 March (first day all clubs were closed) – 15 April.

The pro-rated monthly fee will be calculated for the period between 16 – 19 April as will you not be able to use the clubs for these days, and we re-open on 20 April.

F. Monthly Rental lockers

All locker agreements will be extended.

6. I have a rental locker – can I access the club to retrieve some of my belongings?

Unfortunately, we are unable to allow access during the closure. You will be able to access your locker and your belongings when we reopen the clubs. Rest assured that all monthly rental locker agreements will be extended by 14 days.

 

7. I have already applied for suspension earlier, but I did not get any confirmation.

Rest assured we will make the necessary arrangements and if we have already billed you for the suspension, please see Question 5.

 

8. I have applied for suspension, but I still got charged. Why?

We need 10 days’ notice prior to your autopay to stop the next billing; it may be likely that we received your request, but it was past the automated cut-off, and there was not enough time to stop the autopay from taking place. But please do not worry, we will make the necessary adjustments.

 

9. Can I backdate my suspension period as I have not visited for a while?

We will apply complimentary suspension for all Pure Cardholders in light of the all-locations closure as of 27 March. See answer to Question 5.

Unfortunately, we are unable to backdate the suspension period.

In addition, we can only process suspension from the day Pure receives the request in writing (via email, message, via the app).

 

10. What will happen to the expiry date of packages and services?

Please note we will extend validity of all Agreements, including Personal Training, Private Yoga, Nutrition Services, or any other Private services to account for the closure period.

If you have a nood food or Pure Apparel Voucher, please note validity will also be extended to account for the closure period.

Please note that Power Pack activations have been extended from 31 March to 30 June 2020.

If you have already activated your Power Pack or any other complimentary trial pass, we will extend the validity by the remaining balance of days when we re-open.

Example:

  • You had 10 days left on your Power Pack. When we re-open, you will have 10 days left to use it.
  • You activated a 14-day Trial Pass with 4 days left. When we re-open, you will have 4 days left to use it.

Additionally, ‘one club’ access promotion or trial passes will have extended validity with the closure period in mind.

 

For additional questions, please send us a message from your Pure360 Lifestyle App. (Go to Profile > Settings > Contact Us).

Or send us inquiry via the Pure websites (Use the "Contact Us" button at the bottom corner of the website).