This is it. It's a well-established gym chain, their core business is getting subscriptions and making it hard to unsubscribe - not development. If you're lucky, they have a couple of in-house web developers working on website and database maintenance, who then ask a contractor to just "make it run like an app". If you're unlucky, they outsource all their web operations to a contractor that milks them every time they want to change a title from H2 to H3.