Contact The Gym

Contact The Gym

We’ve answered our most common queries in the FAQs, but if you still can’t find the answer you’re looking for, use the contact form below so that we can assist you.

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If you are already a Gym member please use the Members Contact Form in the members area

Property department is only for queries regarding business premises. For other enquiries please select General Enquiry.

Corporate department is only for business related enquiries. To make a business related enquiry, please use our corporate enquiry form.

Press and PR department is only for business press and PR enquiries. For other enquiries please select General Enquiry.

Why can I not select certain gyms when changing my home gym?

We have now changed our available membership options at certain gyms* to give you a much broader set of benefits with our DO IT. & LIVE IT. memberships.

To change your home gym you would need to follow these steps:

  1. 1. login to the Members’ Area on our website.
  2. 2. change your membership type from Solo, Twin or Bundle to either DO IT. or LIVE IT.
  3. 3. then proceed to change your home gym.

 

Please note that an administration fee will apply for both steps 2 and 3.

For all other membership options please contact us to discuss directly.

*You’re able to check which gyms offer these new membership options by clicking on our LIVE IT. page and then scrolling to the bottom.

I am under 18, what do I need to do to access the gym?

We've introduced online inductions for our members. This means you can learn all about The Gym, before you go for the first time! Under 18s must complete this online induction before you get your PIN. This can be done through the joining process.

I've forgotten my PIN, how can I retrieve it?

Please click on the 'Forgot your PIN' link and answer the security questions to recover your PIN instantly. You will also have the option of having it e-mailed to you. (Please do check your Junk and Clutter folders if you don’t see the e-mail in your Inbox!)

Are there any restrictions for under 18s?

Anyone over 16 can have a full membership with The Gym with no restrictions. However, new joiners aged 16 or 17 must complete a compulsory gym induction online or in the Gym before they get their PIN. This is due to member safety and insurance purposes.

Online inductions are the quickest and easiest way to complete this requirement.

Day Passes are now available to persons below the age of 18 upon completing a compulsory gym induction online.

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 1 month.

Any issues, just get in touch via the contact form.

How much is The Gym per month?

As our monthly price differs from gym to gym, please check the webpage of your chosen gym(s) to see the monthly price. You can check this information on the Find a Gym page.

Can I cancel my membership at any time?

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.

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.

Is The Gym really open 24 hours?

Almost all of our Gyms are open 24 hours a day, 7 days a week!

Occasionally the Gym will close when deemed necessary such as 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 Member Area on this website and also advertised inside each Gym.

Which Gyms aren't open 24/7?

Flexibility is important, that’s why the majority of Gyms operates 24/7, but currently there are four exceptions:

The Gym Newcastle East – currently open 6:30am – 11pm, 7 days a week.

The Gym Newcastle Gosforth – currently open 7am-11 pm, 7 days per week.

The Gym Charing Cross – currently open Monday to Friday 6am - 10pm, and weekends 10am - 5pm.

The Gym Wembley Park – currently open 6am - 10pm Monday to Friday, 8am - 10pm Saturday and Sunday

The Gym East Ham High Street – currently open 6am - 11pm Monday to Friday, 8am - 10pm Saturday and Sunday

Also, The Gym Luton – operates 24/7, however the Galaxy entrance will be closed between the hours of 01.00-10.00 daily. Members can use the rear doors on Bridge Street to enter and exit which are in use 24 hours a day.

Will The Gym be staffed 24/7?

Every Gym is monitored via extensive CCTV coverage 24/7 with direct links to the emergency services. 

There are also several help buttons in The Gym should you need emergency assistance during unmanned hours.

In addition to this, The Gym is staffed during the following hours:

•   Monday to Friday, standard staffed hours are 8am-10pm (Crawley and Ashford are staffed 8am-8pm Monday to Friday)

•   Weekend staffed hours at all Gyms is 10am-5pm

Can I try before I buy?

Hey, we don’t call ourselves the flexible gym for nothing. That’s why we offer a range of Short Term Passes to suit every want, need and workout regime.

Providing you’re over 18 years old, you can join up to one of our Short Term Passes for one, three or five days.

Day Memberships are available from just £4.99 with three and five day Passes available from just £12.99 that can be found on our Day Membership Pass page. 

Please note - Day Passes give you access until midnight on the day that you join - so if you join at 23:51, you'll only be able to use your day pass for 9 minutes.

What is the minimum age to join The Gym?

Anyone over 16 can have a full membership with The Gym with no restrictions.

New joiners aged 16 or 17 must attend a compulsory gym induction before they can take part in any activity within the gym. This is due to member safety and insurance purposes.

Anyone under 16 years old cannot join The Gym.

Unfortunately, Day Passes are not available to persons below the age of 18.

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 a month during the joining process - for a seamless transition between your memberships.

Do you offer a multi-site membership?

Yes, this is one of the many benefits of our LIVE IT membership!

For more information on the LIVE IT please click here.

What is LIVE IT. membership?

This membership package has been designed alongside members to provide the added extras you need to get fit and stay fit when you train with us. As a LIVE IT. member you will be granted access to all Gyms nationwide*, will be able to bring a friend up to 4 times a month **, will get unlimited fitness & body composition measurements using our new FitQuest machine, and will get some exclusive discounts & perks to nutrition, supplements, equipment and clothing***.

Pricing for the LIVE IT. membership depends on the home Gym you select

After you have purchased a LIVE IT. membership you can activate your PIN at different gyms by visiting the Member Area.

* You can select up to 5 gyms at a time that you want access to and can change these gyms at any point free of charge. Because of the LIVE IT. membership price differs depending on the home club you choose; if you use a more expensive club more frequently than your home club in any monthly period, we will charge you the difference in price so your monthly fee is reflective of the club you have used the most.

** You can invite friends through the “Bring a friend” page in the Member Area by typing in their name, email and date to join you. You will get 4 invites every calendar month to use, but unused invites do not roll over to the next calendar month. You can also only bring the same friend twice in any calendar month.

*** Current discounts & perks include up to 10% off The Gym Plus Shop and a free 12 month premium subscription to www.athleteperks.co.uk.

 

Can I have a no joining fee offer?

We sometimes run special offers where you won't need to pay a joining fee. We do this at different points for different Gyms - you can find out if your Gym is currently running a special offer through the Find a Gym page.

If you're a student - great news! Most of our Gyms will provide a discount to the joining fee. Please enter your valid NUS Extra/TOTUM card number in the appropriate box and click 'APPLY'.

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.

Does The Gym have a corporate scheme?

The Gym's Fit For Work corporate scheme is built around the concept of flexibility - so you choose how you want the corporate offer to work. For more information on Fit For Work please contact the Manager of your local Gym.

If I do join, can I have a health check?

With our LIVE IT membership you get unlimited fitness & body composition measurements - test your balance, strength, endurance, heart rate, body fat, hydration and more! You can then track your progress and set yourself goals!

You can also book a PT session in your members' area online.

Is personal training available?

Yes, this is available at an affordable additional cost either on a one-to-one or group basis.

Each personal trainer is freelance and sets his or her own rates. You can contact them through the members' area.

When are your new gyms due to open?

Opening a Gym is complicated process inolving lots of people. Once we have chosen a location, we will always try to get The Gym open as soon as possible, but sometimes this can take a long time, often for reasons outside of our control. To be sure you're kept informed, please go to the specific gym webpage and click on Register Now to receive updates.

Can I pay by cash or card?

Daily memberships can be purchased with VISA Credit, VISA Debit, Visa Electron, MasterCard, Maestro and Paypal. Monthly memberships are paid via Direct Debit.

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.

Unfortunately we do not have a cash option. 

How can I make a payment/reinstate my membership?

To make a payment or to reinstate your membership, head to the members' area with your details and you could be up and running (literally) within 10 minutes!

If you need some help, our customer service team are available on 0300 303 4800.

Do you offer a NUS/TOTUM discount?

Yes, we offer student discounts at most of our Gyms to NUS Extra/TOTUM card holders. To see if a discount is applicable to your chosen gym(s) please enter a valid NUS Extra/TOTUM card number into the box on the first screen of the joining process. This will then confirm if any discount has been applied.

Please note, student discount is not available at sites operating a waiting list. You can only use your NUS Extra/TOTUM card number once in the joining process, and if you cancel your membership and rejoin within the same academic year then the student discount will not apply.

Can I set up my direct debit with a non-UK bank account?

Although you can't set up a direct debit for full membership without a UK bank account, you can set up a recurring card payment instead. Simply select this option on the joining process. 

Why do I have to pay if my Gym hasn't opened yet?

By joining early, before a new 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 10 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.

When does the first month’s payment come out of my bank?

Your first payment will be collected on the same day as joining, 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 from then on.

Are there lockers?

Yes, please bring your own padlock or you can purchase a padlock from vending machines at The Gym for £5.00. 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.

Do you provide parking at The Gym?

We all know it can be tricky and expensive to get parked in town. And the last thing you want when you’re heading to The Gym for a good session is to be held up or paying over the odds.

The good news is that we’ve negotiated great parking deals at over 100 of our sites!

Visit your Gyms web page for more specific info on your parking deal.

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. Plus, you can always ask one of the team to give you some pointers when they're in!

Are there changing facilities and showers in The Gym?

Yes, we provide showers, lockers and toilets. Changing facilities are closed between 1am and 3am for cleaning. At this time members are permitted to use the disabled changing facilities to change.

Do the facilities include a sauna, steam, spa or 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 sunbeds and when can I use them?

We have sunbeds available for use at our following Gym locations:

 

Leeds Headrow

Liverpool City Centre

Manchester Portland Street

 

Sunbeds are only available during staffed hours, usually: 8am-8pm Mon-Fri and 10am-5pm Sat-Sun.  For further information and access, please speak to a member of staff on-site.  Please note you must be at least 18 years of age to use our sunbeds.

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.

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 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.

Are the changing rooms and showers 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.

If I am 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.

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.

I have forgotten/left something behind at The Gym, do you have a lost property area I can pick it up from at a later date?

If you've left anything at the Gym, please use the Contact Form to get in touch or go to the Gym. We keep any lost property safe for you for a maximum of 14 days, after which we will give it to charity.

Please come into The Gym to collect at your earliest opportunity.  

What is a PIN Number?

Your PIN number is a unique code that you will use to access the Gym, as well as the members area. Simply enter it on the keypad at the entry pod to get into the Gym. This replaces the need for a membership card (because who has space for any more cards).

I’ve forgotten my PIN number, how can I retrieve it?

Please click on the 'Forgot your Pin' link and answer the security questions to recover your PIN number instantly. You will also have the option of having it e-mailed to you. (Please do check your Junk and Clutter folders if you don’t see the e-mail in your Inbox!)

Can I change my PIN number?

PIN numbers cannot be changed. This is because they are unique to each member. If you believe that someone else is using your PIN number, please contact your Gym Manager ASAP.

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  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.

If you want to bring a friend along, use our LIVE IT membership - they'll get their own code twice a month!

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.

How do I change my ‘home’ gym?

You are able to change home gym via our Member Area but can only change to another gym offering the same membership package that you are on. If you want to change your ‘home’ gym please contact us to discuss your options. 

Did you know you can get multiple gym access from as little as £4.99 a month by selecting our LIVE IT membership option? Login to the Member Area to upgrade. 

How do I change/select my ‘Extra Gyms’ as part of my LIVE IT membership?

Simply go to the Members’ Area, select 'My membership' and 'Change additional gyms'.

You will be able to use your ‘Home’ Gym immediately and your newly selected Extra Gyms typically within 20 minutes.

Are there any restrictions on how many times I use ‘Extra Gyms’ as part of my LIVE IT membership?

There are no restrictions to which Gyms you want access to or how many times you use those gyms as part of a LIVE IT membership. Because the LIVE IT membership price differs depending on the home club you choose however; if you use a more expensive club more frequently than your home club in any monthly period, we will charge you the difference in price so your monthly fee is reflective of the club you have used the most.

Why do I have to select Extra Gyms as part of my or LIVE IT membership?

To help us manage our access control system in a more cost effective way, thereby helping us to continuously keep our prices low for our members.

Are there any restrictions on how many friends I can bring with me as part of my LIVE IT. membership?

You can "Bring a Friend" 4 times every calendar month by visiting your Members’ Area.

You can only bring the same friend twice in any calender month. Unused invites do not roll over to the next calendar month.

What does freezing my membership mean?

We know that plans don't always work out, injuries occur and sometimes life just gets in the way.

Because of this, we let you freeze rather than cancel your membership, just in case you want to rejoin in a few months' time, once you've recovered or once you're ready to give those fitness goals another crack. By freezing your membership you hold your place at The Gym and avoid paying the joining fee. It will also hold the current memebrship price.

You are able to freeze your membership in the members' area on our website. Please note your membership and PIN will be frozen immediately.  We advise you to freeze your membership at least 4 working days before your usual collection date, or we may not be able to change your details in time, and the full monthly amount will still be taken.

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 much does it cost to freeze my membership?

The cost to freeze your membership is £5 per month.

What if I move house and want to transfer my membership?

You are able to change home gym via our Member Area but can only change to another gym offering the same membership package that you are on. You can also contact us if you want to change your home gym.

How can I cancel my membership?

Before cancelling your membership, have you considered freezing your membership? For only £5 a month you can reserve your place and save paying the joining fee again when you unfreeze.

If you'd prefer to cancel, you can do this by simply contacting your bank and cancel the direct debit.

You must cancel your direct debit with your bank at least 4 working days before your next payment is due.  As soon as the direct debit with your bank is cancelled, your Gym access pin number will be deactivated immediately.

For credit card users wanting to cancel, please login to the members area and use the 'contact gym' webform to notify us of your cancellation at least 4 working days before your next payment is due.

 

What benefits will I get if I refer a friend?

Lots of our members find it easier to stick to regular training plans and meet their fitness goals when they visit The Gym with someone else. Visit our refer a friend page and fill out your friend's contact details and we'll send them an invite. Occasionally our Gyms run competitions or offers which may include free day pass memberships

How do I access the free WiFi for members?

To access the Wi-Fi, users must visit the Wi-Fi settings menu on their device and select the following SSID: The Gym – Member Wi-Fi.

Once you have selected the network you will be presented with a landing page asking for your name, email address and phone number. Enter these details, accept the terms and click 'Go' to connect to free Gym Group Wi-Fi.

The network provides free Wi-Fi access to members.

Is there a time limit on how long I can stay online?

The connection will be timed out after 3 hours of inactivity, after which users will be required to click ‘Get online’ to re-access the Wi-Fi.

After 14 days from the initial user registration, users will be requested to re-enter their registration details again.

There is a 500MB daily fair usage allowance. If you use more than this we will suspend your service until the following day.

What do I do if I have a problem with the Wi-Fi?

If you experience any serious issues with trying to use the Gym Group Wi-Fi network then please report the problem to a member of staff who will take the details and report them to our service provider.

Can I use the Wi-Fi anywhere in the gym?

Most areas of the gym should be Wi-Fi accessible, but the service won’t usually extend to changing rooms or the external lobby area. You can't use the Wi-Fi outside of the gym.

What is an SSID?

An SSID is used to identify the name of the Wi-Fi network that a user is connecting to. In this case, the SSID will be: The Gym – Member Wi-Fi

What is YANGA Sports Water?

Hydration is essential to a great workout, but it doesn’t have to be boring!

YANGA Sports Water is an innovative hydration concept formulated especially for the fitness industry. It comes in 6 fruity flavours and 3 intensities from the touch-screen-powered YANGA Hydration Station. This refillable solution is not just easy on the wallet, but also the environment.

YANGA Sports Water, contains no sugar or colouring agent and helps your body restore its balance. It contains essentials vitamins which give you a sensation of wellbeing and pleasure for an optimal workout.

YANGA Sports Water is not an energy drink and does not contain any caffeine.

What are the benefits of YANGA Sports Water?

  • Perfectly chilled filtered water.
  • Contains only 5kcal per serving with added vitamins.
  • 6 flavours with 3 strength intensities.
  • Colourant and sugar free.
  • Fill your bottle every 20 minutes with your favourite taste.

Which Vitamins are in YANGA Sports Water and what do they do for me?

YANGA Sports Water contains B1, B3, B5, B6 and B8 vitamins, which contribute to an improved production of energy and carbohydrate, fat, and protein metabolism.

Where can I find the ingredients of YANGA Sports Water?

All the ingredients can be found at https://yangasportswater.com/en/home or you can also find a QR code on the machine which you can scan to see the ingredients on your Smartphone.

Are there any harmful ingredients such as aspartame and intense sweeteners in YANGA Sports Water?

No. YANGA Sports Water does not contain aspartame, and the sweeteners used in YANGA Sports Water are thoroughly examined in the same way as medicine before being introduced to the market.

Which E-numbers are introduced in YANGA Sports Water and are they dangerous?

E- numbers are approved by the European union and are not dangerous. The E-numbers introduced in YANGA Sports Water -Preservative: E202 Potassium Sorbate, Acid Regulator: E330 Citric Acid, Sweeteners: E950 Acesulfame-K, E952 Cyclamate, E954 Saccharin, E955 Sucralose.

Is YANGA Sports Water suitable for vegetarians?

YANGA Sports Water does not contain any ingredients of animal origin. It is therefore suited for vegetarians and people that do not consume ingredients of animal origin.

I am diabetic, can I drink YANGA sports Water?

YANGA Sports Water does not contain any sugar. It contains sweeteners which replace sugar. Diabetics can drink YANGA Sports Water without any risks.

What flavours and strengths can I choose from with YANGA Sports Water?

Members have a choice from 6 flavours: Mixed Fruit, Lemon, Prickly Pear, Blackcurrant and Coconut Pineapple, with the option to select from 3 different intensities from mild to strong to find the right mix.

How many times can I refill my bottle?

Members who are subscribed to YANGA sports water can refill their 500ml bottle every 20 minutes.

How many litres of YANGA Sports Water can I drink?

We recommend you drink between 1.5 and 2 litres of YANGA Sports Water per day.

How much does it cost to use YANGA Sports Water?

The monthly price is only £4 (Unlimited choice of 6 x Flavoured Hydration Water for less than £1 per week).

How can I add YANGA Sports Water to my membership?

New Members can do this when they first join The Gym by selecting Yanga as a £4 monthly add on to their membership type. All future monthly payments will include their membership fee plus the Yanga £4 monthly fee.

Existing members can add Yanga to their membership by logging into their Member Area and selecting Yanga in the ‘Change add-ons’ menu item. Once added the first payment of £4 will be added to their next monthly membership payment.

Note that Yanga is a new addition to our membership offering, and is currently only available at selected gyms. Please check individual gym pages to see if Yanga is available.

Can I add YANGA Sports Water to my student or corporate membership?

As YANGA is a new product offering that has recently been added to our gyms during 2019, it is not currently available to our fixed period, corporate and student memberships. We hope to add this option in the near future.

How do I use the Yanga Hydration Station?

YANGA is dispensed from the ‘Yanga Hydration Station’, Members just need to bring a water bottle (at least 500 ml) to the YANGA hydration station in the gym. Enter their membership PIN on the touchscreen, follow the on-screen instructions, by choosing the intensity level and flavour.

Can I purchase YANGA sports water on a one-off purchase?

No. To get the exclusive benefits of YANGA new members can add Yanga to their monthly subscription when joining the gym or simply add Yanga during the initial join jouney or go to the Member Area to add YANGA Sports Water at any time.

YANGA is currently only available to members on a monthly subscription.

Can I use YANGA Sports Water at my home gym and other gyms?

Yanga is a new product offering that is gradually being added to our gyms during 2019. It is currently available at a few of our gyms.

When the roll out is complete, LIVE IT members with a Yanga subscription will be able to access the machines at their home gym and their additional gyms.

How do I cancel my YANGA subscription?

Members can cancel their YANGA subscription by logging into the Member Area and opting to remove YANGA from their membership in the ‘Change add ons’ section. Note that YANGA can only be removed one month after initial purchase.

Can I use YANGA with my TRY IT. Day Membership?

YANGA is only available to members who subscribe to monthly membership and is not available for one-off purchases.

 

Completing this form will send an email to The Gym Group at membership@thegymgroup.com where we can get it in front of the best person to handle your query.

If none of the options above address your issue, our customer service team are available on 0300 303 4800.

The Gym Group is VAT registered (167452588).