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FAQs, Help & Support
The Joining Process
How do I join?
It’s a really simple process – and it’s all handled here on the website. Click on join now from the main menu, choose the Gym you want to join, select your type of membership, and away you go. You’ll be a member in just a few simple steps. You can even join The Gym now and delay your membership starting date by up to 3 months.
Can I trial The Gym before joining?
Yes, you can sign up for a daily membership for £5.00 here. The daily membership is valid for 24 hours on the day of your choice.
What happens if I have problems while I’m trying to join?
If you experience problems while trying to join, please fill in the form in the contact us section and we’ll be in touch.
This is a fantastic offer, what is the catch?
There is no catch! Set prices, no contract, and membership you can put on hold from the members' area online.
Will the April 2013 price increase affect me?
1: If you're already a full member and maintain your monthly membership your price is protected by The Gym's price for life guarantee and will not increase.*
2: If you cancel your membership and rejoin you will be classed as a new member.
3: If you are a new member you will join at the monthly price advertised on the website, which will be protected by The Gym's price for life guarantee while you maintain your membership.*
*The price for life will not apply if you joined your Gym on an introductory rate before it officially opened. The introductory monthly price is only valid for a maximum of 12 months. After this period, the monthly price will increase to the standard membership rate that was advertised at your Gym at the time of opening. Please contact us for more info.
Will you ever up the cost of my Gym membership?
If you joined an open Gym and have remained a member with us, we will not up the cost of your Gym membership.
We provide a lifetime guarantee to our members that your membership will stay the same as it was when you joined regardless of any subsequent membership price increases at your Gym. We'll protect your membership and honour the offer that we first gave you.
That's why it's called our price for life guarantee.
If you joined at the pre-opening introductory rate of £10.99, your membership will remain at this price for 12 months before going up to your Gym's monthly rate at the time when you joined. For more info on this please contact us.
What is the minimum age to join The Gym?
You need to be 18 years old to join The Gym.
What does 'no contract' mean?
You are not contractually tied to us for any specified period of time. That means you’ve got complete freedom to cancel at any time, with no penalties at all.
Do you offer a student discount?
Yes, we offer discounts to NUS Extra card holders once a valid NUS Extra card number has been entered in the joining process. This waives the joining fee for sites on or above £15.99 a month, saving you £20! For sites below £15.99 a month there is a 50% discount on the joining fee saving you £10 - so there is always a saving to be had!
Please note, student discount is not available at sites operating a waiting list. You can only use your NUS Extra card number once in the joining process, but if you cancel your membership and rejoin within the same academic year then the student discount will not apply.
Can I delay the start of my membership?
Yes, for example, if you're already tied in to a contract at another gym that requires you to give a notice period, you can delay the start of your membership with The Gym by up to 3 months during the joining process - for a seamless transition between your memberships.
Can I use my membership at a different Gym location?
All members have the option to upgrade their membership to multi-site membership by visiting the members' area of the website or by selecting the multi-site membership when joining.
By choosing this option you will be granted access to all Gyms nationwide for only £19.99 per month.
Currently, there are also two twin-memberships available where members can upgrade their access to both Gyms in their home city for the price of one full membership:
1. Glasgow - access both The Gym Glasgow City (Open 24/7) and The Glasgow South for only £15.99 per month.
2. Newcastle - access both The Gym Newcastle East and The Gym Newcastle City (opening 2014) for only £15.99 per month.
Members can upgrade to twin-membership in the members' area.
Can I pay by cash or card?
The Gym accept most major bank cards. Unfortunately we do not have a cash option. Daily memberships can be purchased with VISA Credit, VISA Debit, Visa Electron, MasterCard and Maestro.
Can I set up my direct debit with a non-UK bank account?
At present members can only set up a direct debit for full membership with a UK bank account, with one exception:
1. The Gym Bournemouth now accepts international bank and credit cards.
When does the first month’s payment come out of my bank?
Your first payment will be collected 14 days after signing up, including the joining fee; this will cover your first month’s membership at The Gym. Subsequent monthly payments will be debited one month after joining and will continue on or just after the same day of each month thereafter. Please note that if you sign up to a site with a waiting list, your second payment will be debited one month after your membership is activated and will continue on or just after the same day of each month thereafter.
What does 'Waiting List in Operation' mean?
Due to unprecedented demand at some of our Gyms, we have had to implement a waiting list. This means that you will not be able to use Gyms operating a waiting list immediately after joining. You are able to see the current waiting period at the start of the signup process or in the members' area.
Why join before it’s open?
To take advantage of our discounted pre-opening price and guarantee yourself a space at The Gym once it opens. Our money-back guarantee applies until midnight of opening day, should you change your mind.
Can I see inside The Gym before opening day?
All new Gyms are open to view two to three weeks prior to opening day. We'd love you to come and see your preferred Gym for yourself.
Why do I have to pay if my Gym hasn't opened yet?
By joining early, before The Gym opens, you are guaranteed one of the limited spaces available at that price – this means you will pay that monthly price for up to 12 months, providing you don’t cancel your membership before then. Your first payment will be collected 14 days after signing up and will cover your first month’s membership at The Gym. The next and subsequent monthly payments will commence one month after The Gym opens.
Is the website secure?
Yes, the signup section of the website is secure, and any details entered will be encrypted before being sent to the server. We assure you that your personal and banking details will be kept private.
My first visit
How do I enter The Gym?
Simply enter your unique pin number into the keypad at the main entrance and step inside the entry pod.
I’m claustrophobic; will I get stuck in the entry pod?
In the unlikely event this should ever happen there is an emergency lever located inside which releases the doors.
Are the changing rooms easy to find?
As with all areas of the Gym, they are clearly signposted and you will be directed to them from the main entrance.
What if I need help while I’m in The Gym?
Gym staff or personal trainers are on hand to answer any queries and help you with equipment during manned hours (8am-8pm Mon- Fri 10am-5pm Sat-Sun). Should you visit the Gym during unmanned hours and have an emergency you would need to use the red emergency help points located around the Gym floor. If it’s an equipment-related query, please revisit during manned hours and speak to any member of Gym staff.
I’m disabled; will I have problems getting into The Gym?
We have full disabled access at all our sites. The Gym manager will be notified as soon as you have joined and will be in touch to discuss access arrangements before you arrive for your first visit. You will also need to have a compulsory induction.
How do I get out of The Gym?
The same way you entered The Gym, simply re-enter your pin at the pod keypad and press the green exit button at the main entrance doors.
I entered my PIN but the door won’t open. What should I do?
In the unlikely event this happens, press the call button and a member of Gym staff will be able to assist you during manned hours (8am-8pm Mon- Fri and 10am-5pm Sat-Sun). You can use the kiosks in The Gym to retrieve your pin via the ‘Forgot Your Pin’ area and you can also contact us via the member's area.
Why haven’t I received my PIN number?
You should receive your PIN number by email shortly after joining. If you haven’t received your PIN number or have mislaid it please click on ‘Forgot Your Pin?’ on the top right-hand corner of our website and answer the security questions you used when you joined to recover your PIN number.
How do I know when I am released from the waiting list?
You will receive an email notifying you that your PIN has been activated. You will also be able to see your current status on the waiting list within the members' area online.
Being a member of The Gym
Is The Gym really open 24 hours?
The Gym is closed on Christmas Day, Boxing Day, New Year’s Day and when necessary to conduct essential maintenance works to satisfy health and safety requirements and to keep the Gym looking fresh. You can find out any expected maintenance closure dates in the members' area on this website and also advertised inside each Gym. The Gym is open 24 hours on all other days.
Are all Gyms open 24/7?
Flexibility is important, that’s why the majority of our Gyms are open 24 hours a day, 7 days a week. The Gym Group has applied for 24/7 opening hours at all sites, but currently there are two exceptions:
1. The Gym Newcastle East – 6:30am – 11pm
2. The Gym Glasgow South – opening hours tbc, double-site membership with The Gym Glasgow City (open 24/7) is available for £15.99 a month
Will The Gym be staffed 24/7?
Every Gym is monitored via extensive CCTV coverage 24/7 with direct links to the emergency services. In addition to this, The Gym will be staffed during the hours of 8am-8pm (Mon-Fri) and 10am-5pm (Sat & Sun).
Am I safe using The Gym at night during unmanned hours?
There are several help buttons in The Gym should you need emergency assistance during unmanned hours. The entire Gym is monitored closely by CCTV during these hours.
Will I be issued with a membership card by The Gym?
No. You will be issued with a PIN number that is unique to you; it gives you access into the Gym via a keypad.
Can I share or give my PIN number to somebody else to use?
Under no circumstances can you give or share your PIN number with anybody else. To protect the interests and ensure the safety of our valued, paying members, offenders will have their membership cancelled. All members entering and exiting The Gym are monitored by CCTV 24/7 to further enhance member safety and prevent PIN number abuse.
Do I have to book an induction and is there a cost for this?
We recommend you do book a FREE session so that you get the most out of your Gym visits. These sessions are not compulsory.
How do I book my induction with The Gym?
The induction booking timetable can be found in the members' area online where you can book a slot.
Will personal training be available?
Yes, this is available at an affordable additional cost either on a one-to-one or group basis.
How much is a personal training session?
Each personal trainer is freelance and sets his or her own rates. You can contact them through the members' area.
Why should I freeze my membership and not cancel?
If you cancel your membership and rejoin in a few months’ time you will need to pay the £20 joining fee again. By freezing your membership you hold your place at The Gym and avoid paying the joining fee. The Gym's 'price for life' guarantee still applies to membership that you freeze. If you cancel and rejoin, then you will have to join at the current price. Should your site have a waiting list, you won’t have to go back on it once you unfreeze.
How do I freeze my membership?
You are able to freeze your membership in the members' area on our website. Please note your membership will be frozen immediately.
How much does it cost to freeze my membership?
The cost to freeze your membership is £5 per month.
How do I unfreeze my membership?
You can unfreeze your membership in the members' area on our website. Please allow 10 minutes for your pin number to activate once you unfreeze your membership.
How can I upgrade my membership?
You can upgrade your membership from within the member’s area on the website. You can also downgrade it back to the standard membership at any time.
What if I move house and want to transfer my membership?
Why not upgrade to 'All Gym' membership for only £19.99 a month? This gives you access to all our sites nationwide! You can upgrade your membership within the members area of the website.
How can I cancel my membership?
You can cancel your membership at any time within the members' area. You must also ensure you cancel your direct debit from your bank at the same time.
Can I rejoin at the price I paid before?
Our ‘price for life’ promise covers all members who have maintained their membership from the time they first joined, without cancelling and rejoining.
If you have cancelled your membership with us and rejoined, you are classed as a new member. That's why we suggest that if you need to take a break from The Gym, you freeze your membership for £5 per month rather than leave. This means your price will remain the same when you unfreeze and there will also be no joining fee!
Equipment & facilities
Will I be shown how to use the equipment?
Yes, we provide a free half-hour induction session in which we show you how to operate the equipment. Time slots can be booked in the members' area.
Are there changing facilities in The Gym?
Yes, we provide showers, lockers and toilets. Changing facilities are closed between 12am and 4am for cleaning. At this time members are permitted to use the disabled changing facilities to change.
Are there lockers?
Yes, please bring your own padlock or you can purchase a padlock from vending machines at The Gym for £3. As the Gym rules state, all lockers must be locked if occupied and only used for the duration of your training session. Please be aware: lockers are cleared of belongings every night by Gym staff.
Does the facility include sauna, steam, spa and pool?
We offer a high-quality exercise and fitness facility with no 'frills and fuss' and therefore have opted not to have a sauna, steam, spa and pool. That keeps the costs fantastically low, along with our carbon footprint.
Do you have WiFi access?
We do not currently offer WiFi access, because we want to keep membership costs at a minimum for our members.
Do you have sunbeds and when can I use them?
Some of our Gyms have sunbeds – please visit the members' area for more details. Sunbeds are only available during the hours the Gym is manned with staff: 8am – 8pm Mon - Fri and 10am - 5pm Sat-Sun.
Does The Gym offer car parking?
Due to the city centre locations of our Gyms, we do not offer car parking at all of our sites. However, discounted or free parking has been arranged at some of our sites. Please visit your chosen site's web page for more details. If you are already a member you can find further parking details in the member's area.
Do you supply paper towel dispensers to wipe down equipment?
As stated in The Gym rules, a small gym towel must be carried to wipe down equipment after use as a courtesy to other members. We do not supply paper towels because we want to keep membership costs at a minimum and avoid unnecessary waste, in line with our Green Policy.
- From £10.99 a month
- No contract
- 24 hour access
Price for life
We’re making you our Gym member loyalty ‘price for life’ promise. Fixed membership fees for members, forever. Find out more in the FAQs.
Sunday Times Fast Track 100
The Gym Group is delighted to be placed 13th in the Sunday Times Fast Track 100 2012 sponsored by Virgin!
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