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Coronavirus Information FAQs

Is The Gym open?

Gyms in England will reopen on the 12th April, Scotland on the 26th April and 10th May in Wales.

How much will I be charged when The Gym reopens?

We froze all payments whilst we were closed. After the 12th April (England), 26th April (Scotland) or 10th May (Wales), payments will resume on your regular billing date.

If you have had access to the gym for more than your monthly membership allows, you will incur a surcharge on your reopening date. If you have had access to the gym for less days than your monthly membership allows, your regular monthly rate will be reduced accordingly.

For our student and corporate memberships, your fixed term will be extended by the period we were closed. 

All members will be emailed directly with information on their specific payment situation. 

Can I freeze my membership?

 Gyms in England will reopen on the 12th April, Scotland on the 26th April and 10th May in Wales.

Please note that we will automatically freeze all payments until your gym reopens. For any member wishing to delay their return to the gym, you can freeze your membership for £5 here.

How busy will The Gym be at certain times?

When we're open, you will be able to check out how busy your gym is through our website – live! Simply sign into the members area to check how busy your gym is.

To ensure that you get the most out of your experience, we’d recommend that you come down to The Gym at a time that is less busy so that you will not need to queue for as long. 

Please note, currently all of our gyms are closed.

Are you still open 24/7?

The majority of our gyms are now 24/7 once more! That means any time noon or night, you can find your fit. 

To check the opening times of your gym, please click here.

Are classes still running?

Gyms in England will reopen on the 12th April, Scotland on the 26th April and 10th May in Wales.

Unfortunately, due to on-going social distancing guidelines, our classes are not currently running. We will eb sure to update our members as soon as they are!

How can I ensure that other members aren't too close to me?

We have worked hard to ensure that the new layout of our gyms, the equipment in use and the placement of our cleaning and hand stations are optimal for the gym layout and maintaining a safe distance.

All our equipment follows government guidelines in ensuring that members are a safe distance apart. When taking free weights, we ask members to be conscientious towards other members and respect the social distancing measures that are being enforced. If this is ever not the case, please speak with a member of the team on site who will be more than happy to assist in any way that they can. 

How will you keep members safe that are still seen to be higher risk?

We want all our members to feel safe in The Gym. As such, all members must continue to follow the advice of Government and national health services. This includes ‘shielding’ for any vulnerable people, such as those with breathing difficulties, or other medical conditions which can mean that they are at higher risk as a result of COVID-19. 

Should you not be able to return to The Gym when we reopen because you are shielding, continue to self-isolate, or do not yet feel ready to come back to us, please do get in touch and we can put your account to ‘frozen’ until you are ready to return.

I require a carer/helper to attend the gym with me due to a medical condition – is this allowed?

We want all our members to feel safe in The Gym. As such, all members must continue to follow the advice of national health services and Government. This includes ‘shielding’ for any vulnerable people, such as those with breathing difficulties, or other medical conditions which can mean that they are at higher risk as a result of COVID-19. Should you be safe to attend the gym and other public places, then this will be acceptable, so long as we are not over capacity as a result. 

What do I do if I feel unwell?

If you are unwell, symptomatic or have tested positive for coronavirus, do not attend the gym and follow government regulation on isolating for the minimum period of time, and only return after this minimum period if you are feeling well again.

Can I train with someone from the same household or bubble?

We do not currently allow for members to train with each other, even if you are from the same household or bubble. This is to ensure that there is still plenty of access around the gym, and avoids members from getting too close to one another. For health and safety while using equipment, spotting is permitted, however the spotter must be wearing a face mask. If you do not have a face mask, you should not be spotting. 

Can I change my 'home' gym?

You can change your home gym, upgrade your membership or change your add-ons via the members area, as long as your home gym is open.
Currently this is not possible as all gyms are closed.

Gyms in England will reopen on the 12th April, Scotland on the 26th April and 10th May in Wales.

SafeWithUs Commitment

What is #SafeWithUs, and what does it mean for me as a member?

#SafeWithUs is our commitment to you to keep you safe whilst in our gyms. It covers all the things we have done, are doing and will continue to do to keep you and our gym staff safe whilst in our gyms. It is a set of guidelines and rules that we ask all members and team members to follow whilst in the gym. By doing so, we can ensure that everyone has a safe space to train. You can read more about the Commitment here. The Commitment includes information on cleaning and hygiene, social distancing measures and our new entry measures. 

What are the #SafeWithUs cleaning and hygiene measures?

Through our #SafeWithUs cleaning and hygiene measures have increased the regularity of our equipment cleaning. We have also installed new cleaning stations and ask that all our members do their bit, and clean their kit! This means that whenever you have finished using a bit of equipment, please spray it down and wipe it clean with the sanitiser spray and paper towels provided. Finally, we have also installed hand sanitiser dispensers, and ask all members to use these after entering The Gym and also recommend you wash your hands with soap and water regularly too. Both the cleaning equipment and hand sanitisers can be found at our Cleaning Stations. You can read more about #SafeWithUs here

What are the #SafeWithUs social distancing measures?

The #SafeWithUs social distancing measures allow us to operate The Gym whilst following social distancing guidelines. This means that we require our members to remain a safe distance apart from one another whilst in The Gym. To help with this, we have put reminders throughout, built a one-way system in some areas to help keep people distancing, and have also put some pieces of equipment out of action for a while.

Where possible we have used partition screens to try and keep more equipment in use. To help ensure that all our members can use The Gym safely, we also ask you to try and keep your workouts to 45 minutes. You can read more about the #SafeWithUs commitment here.

What are the #SafeWithUs new entry measures?

To help keep the number of people in The Gym to a safe number, allowing everyone to socially distance and get on the kit that they want, we have also introduced some #SafeWithUs entry measures. This may mean that your PIN won’t work on the entry pod – not to worry, it isn’t broken, it just means that there are too many people inside at that moment in time. As soon as someone leaves, you’ll be allowed in.

We have also introduced touchless entry using a QR code or NFC reader, you can access touchless entry via the app!

We understand some people may also use the pin pad, so we are also committing to regular sanitation of our entry keypads and have provided hand sanitiser just in the entrance so that you can clean your hands before working out.

What are Cleaning Stations and where are they?

Our Cleaning Stations are a new feature in our gyms and provide sanitiser solution and wipes for the equipment, plus hand sanitiser for our members! As part of our #SafeWithUs Commitment, we ask that you use both when in The Gym to help keep the equipment clean and other members safe. Cleaning Stations can be found near the entrance of every gym, and dotted throughout the gym floor too.

Why have I been banned for breaking one of The Gym Rules or one of the #SafeWithUs Commitments?

We have asked all our members to follow and adapt the points in the Commitment, alongside The Gym Rules as part of your membership agreement. Any breach of either component, as with all Member Rules, may result in an immediate ban at the discretion of the manager. Should you feel that you have been treated unfairly, please drop us a message with your PIN and we can discuss this further with the manager on your behalf. 

I saw someone breaking one of The Gym Rules / #SafeWithUs Commitments, what should I do?

We have created the #SafeWithUs Commitments to clearly set out the guidelines of what is and isn’t allowed in our gyms whilst social distancing measures are still in place. This also clarifies what we have committed to and requires all members to follow. Our staff are enforcing these measures in a bid to keep our members safe, and request that all members follow these directions. If for whatever reason you see one of the terms of the commitment being breached, we ask that you raise it to a member of staff to deal with at the time of occurrence so that it can be corrected. This must be done in a calm and discrete manner so as to allow for any extenuating circumstances to be taken into account. Please remember that this is a strange time for everyone and we ask that you are considerate to all members.

Raising it at the time will allow us to properly enforce the measures. To allow us to properly manage the situation, we ask that you leave all interactions with other members, and enforcement of the Rules and Commitments to our trained members of staff. 

I saw a member of staff breaking one of The Gym Rules / #SafeWithUs Commitments why are they allowed to do this?

Our staff have been properly trained in social distancing measures whilst at work and try and allow a 2 metre gap whenever possible. We ask our members to be conscientious of this also when moving around the gym and choosing equipment, keeping an eye out not only for other members, but also members of staff. Whenever this is not possible, we try and keep this for the shortest possible amount of time, and only when absolutely necessary.

Cleaning and Hygiene

Will paper towels and sanitiser be available for members?

We have installed custom cleaning stations that provide both hand sanitiser for all our members to use on entry, as well as paper towels and sanitiser spray to clean the equipment after use. We ask that all members use the cleaning product to clean the equipment to help reduce the risk of any illnesses being spread.

What are you doing to keep the equipment and facilities clean?

We are working hard to ensure that our hygiene standards are kept to an exceptional level. As part of these efforts we have stepped up the frequency of our gym equipment being cleaned and on top of this, ensure that each evening a deep clean is done across the entire facility. We have also put in place cleaning stations throughout our gyms and we ask that members use these to wipe down any equipment after use.  

Should you have any concerns over the cleanliness of our equipment or facilitiesplease speak to a member of staff on site who will happily ensure that any issues are sorted. 

What if the cleaning products in The Gym are running low?

Our gym managers are regularly checking the stocks of all our cleaning products to ensure they are constantly topped upIf however you do notice anything missing or running low, please let a member of staff on site know so that they can ensure it is restocked. 

Why do you not have reusable towels to wipe equipment down?

We have opted to provide single use paper towels as these can be placed around the gym, making them more accessible to members and allows us to keep a large supply available. Single use towels will also further reduce the risk of any infection spreading. 

We ask that all members play their part in keeping our hygiene levels high and use the cleaning stations we have provided in our venues to wipe down equipment after use. 

Why do I have to use paper towels and spray and not a sweat towel to wipe down my equipment?

Due to our commitment to our members, we want to ensure that the gym is a safe place to train. Given the current circumstances we have increased the frequency that our gyms are cleaned and have also provided cleaning products to help members wipe down the kit they’ve been using 

Under normal circumstances, a sweat towel is sufficient to wipe down equipment, but as we work to prevent the spread of any virus or infectionwe ask that all members use the disinfectant spray and single use wipes that are provided. 

Use of a sweat towel may continue to be used to wipe sweat off of your body, but we ask not to use this on the equipment. 

Most popular FAQs

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

We have updated our membership options at certain gyms* to give you a much broader set of benefits from our DO IT. & LIVE IT. packages. Our DO IT. members are now able to change their home gym.  

If you are not able to select a certain gym, this may be because that branch is closed. Please speak to us for more information. 

To change your home gym simply follow these steps: 

  1. Login to the Members’ Area via our website. 
  1. Select the My Membership tab.  
  1. Proceed to change your home gym. 

 

Please note that a £5 administration fee applies each time your home gym is changed.  

LIVE IT. members do not have the option to change their home gym, but benefit from being able to access up to four additional gyms. 

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

Under 18’s must complete our online induction in order to receive your PIN Number and start using the gym. Online inductions are done as part of the joining process via our website and give an understanding of The Gym before your first use. Under 18s must complete this online induction before you get your PIN. This can be done through the joining process, or via the members area.

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

If you have forgotten your PIN Number please click on the 'Forgot your PIN' link You will be asked a few security questions before being emailed your PIN Number. Please note this can take a few minutes. If you do not receive an email to your inbox please check your junk mail folders 

If you are still unable to recover your PIN Number, please email us at hello@thegymgroup.com and confirm your DOB and postcode. 

Are there any restrictions for under 18s?

Anyone over 16 can join The Gym on either a full membership or day passMembers under 18 must complete an online induction before receiving their PIN Number and being able to use the gym.  

Joining the Gym

How do I join?

It’s a really simple process – and it’s all handled here on the website. Simply click on join now from the main menu and follow the steps below:, 

  1. Select which gym you would like to have as your home gym from the drop-down menu. 
  2. Scroll down the page and select which membership package you’d like to join on. 
  3. Scroll down again and hit Next. You will then be asked to provide your details on the following page. Once you hit next, you will also be able to add any Extras you’d like with your membership. 
  4. The final step will be to enter in your Payment Details.  

Once these steps are completed you’re all good to go! You should receive your *PIN Number via email. 

 

If you have any issues please feel free to get in contact with us either via the contact form on our website, our Live Chat function in the bottom left of our website, or via email at hello@thegymgroup.com.. 

*Members under the age of 18 will need to complete an online induction before receiving their PIN Number. You must be 16 or over to join The Gym. 

How much is The Gym per month?

Our monthly price differs depending on which branch of The Gym you join and also which membership package you wish to join onFor membership prices select the Gyms button at the top of our home page, search for a branch you’re interested in and see the memberships available there.

Can I cancel my membership at any time?

One of the best things about being a member at The Gym is that you are not tied down by lengthy contracts. You have complete freedom to cancel your membership at any time, with no penalties. However, we hope you choose to stay with us!

What is the minimum age to join The Gym?

Anyone over 16 can join The Gym on either a full membership or day passMembers under 18 must complete an online induction before receiving their PIN Number and being able to use the gym. 

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

Can I delay the start of my membership?

Yes, you can join us today but delay the start date by up to a month. So if, for example, you're already tied into a contract at another gym , you can choose for your membership with us to start from the day after your current contract ends. - 

We can’t promise the promotional offers or deals we have available today will there tomorrow. 

Do you offer a multi-site membership?

Yes, this is one of the many benefits that our LIVE IT. membership offers! For more information on our LIVE IT. membership please clickhere. 

What is LIVE IT. membership?

Our LIVE IT. package is out top-tier membership and has been designed to suit all our members’ needs and is packed full of amazing perks. Here’s what you’ll get:  

  • Unlimited training - access anytime to train with our huge range of equipment 
  • Free Classes - get coaching, support and added motivation with our great range of classes for all abilities 
  • Multi-gym access - Choose up to 5 gyms at a time to access and change them whenever you want 
  • Bring a friend - Invite up to 4 friends every month for some added fun and support (only the same friend twice each month though) 
  • Fitness & body composition - Unlimited access to our state-of-the-art machinery, FitQuest (normally £2.50 a test), allowing you to expertly track your fitness and body composition 
  • Discounts and offers - A free 12-month subscription to Athlete Perks worth £29, giving you huge offers on supplements, nutrition, clothing and lifestyle 

To join this amazing offer simply click on the Join Now button from our home page then select the branch of The Gym that you’d like to join. Please note prices vary depending on which branch you select.  

 

Can I have a no joining fee offer?

To find out if your gym is currently offering any special offers, take a look at the branch by clicking on Find a Gymfrom the home 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 when registering and click 'APPLY'. 

Why join before it’s open?

There is never any guarantee how long our discounted pre-opening price will last. By joining before a gym is open you will secure your space at The Gym. You’ll be asked to pay your first month’s payment upon signing up, but your next payment won’t be until one month after the gym has opened upOur 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?

Once we have chosen a location to open a new branch of The Gym, we will always try to do so as soon as possible. To be sure you're kept informed of any updates, please go to the specific gym webpage and click on Register Now. 

Due to the current climate, the opening of some of our new branches may be delayed. We apologise for this inconvenience and will do everything we can to ensure we can open our doors for you as soon as possible. 

Is the Gym Really 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.

Can I try before I buy?

We have currently stopped our day passes to ensure that we do not have unexpected increases in member numbers day to day. Great news though – our memberships are no contract so you can cancel at any time if you decide you don't love The Gym.

Student Membership 2020

Does the closure of Gyms impact my student membership?

For those members who currently have student memberships, your fixed term will be extended by the period your gym is closed for. For example, if you had a six-month fixed term membership with us starting in January, your end date will have been the start of July. If however we closed for the entire month of February, your new end date would be moved to the start of August. 

Refunds will only be available to those still within their 14-day cooling off period. 

Which gyms are included in Student Membership?

You will be able to join us on a Student Membership at most of our gyms. There are only a few exceptions to this offer, detailed below.  

The following branches do not offer Student Memberships: 

  • Dagenham 
  • Dartford 
  • London Canning Town 
  • London Chadwell Heath 
  • London East Ham 
  • London Peckham Rye 
  • London Sutton 
  • London Streatham 
  • Worthing 

The following branches cannot be selected as a secondary gym: 

  • Birmingham King's Heath 
  • Bexleyheath 
  • Edinburgh City 
  • Guildford 
  • Handforth Wilmslow 
  • London Angel 
  • Manchester Fallowfield 
  • Nottingham City 
  • Stepney Green 
  • Walthamstow 

Are there any restrictions on which gyms I can select as part of the Student Membership?

You can pick any gym that is included in this membership as your primary gym. Most of our gyms can then become your secondary gym. There are a few restrictions listed below. 

You must also ensure that the gym that you will use the most, is your primary gym. This is because you will be charged a surcharge if your secondary gym is more expensive and used most often. 

The following gyms cannot be your secondary gym:

  • Birmingham King's Heath
  • Bexleyheath
  • Edinburgh City
  • Guildford
  • Handforth Wilmslow
  • London Angel
  • Manchester Fallowfield
  • Nottingham City
  •  
  • Stepney Green
  • Walthamstow
  •  

If I sign up to a Student Membership and want to cancel, do I get a refund for unused time?

The Student Membership fee is non-refundable, except within the initial 14-day cooling off period. If you cancel after this time, no refund will be due.

If I'm not a student, can I still get a Student Membership?

No, you must be a student to have a student membership To be eligible to purchase a Student Membership you must confirm that you are in full or part time education. You must be able to validate your Student Membership eligibility and we ask that you bring proof of your student status with you (for example, a Student ID card) when attending one of your selected Student Membership gyms. 

Can I have the Student Membership, but pay for it monthly?

Unfortunately our Student Membership offer is a fixed term membership, and must be paid upfront. 

However, we offer two monthly membership types, DOIT and LIVEIT, both of which can have a student discount applied with a code from TOTUM/NUS.

Payment

I’ve got a question about my membership and/or payments when you reopen..

Ahead of reopening, we will email all our members about their payments and any changes to their membership ahead of reopening (remember to check your junk folder!). Please wait to contact us regarding future payment queries until after you have received this email, as it should answer all of your questions. If you still have questions and the email did not help answer them, you can get in touch with us either through our website contact form or via the live chat box. If your query is relating to a historic payment, please get in touch.

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 via the live chat button in the bottom right hand corner of this page!

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.

Equipment & facilities

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 have negotiated great parking deals at over 100 of our sites! 

Visit your Gymsweb page for more specific info on your parking deal. 

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. During this time members are permitted to use the accessible 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

 

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.

My first visit

How do I enter The Gym?

To enter, simply type in your unique PIN Number on the keypad at the main entrance, wait for the entry pod to slide openand step inside. 

Once you have stepped inside, wait for the door to slide closed behind you and then the door in front of you will subsequently open to let you into the gym. 

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 or head online to our website to retrieve your PIN via the ‘Forgot Your Pin’option. You can also do this through our app. 

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?

Signposts around the gym are clearly placed to make finding any of our facilities. They do vary from location to location.

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 the following hours:8am-8pm Mon- Fri 10am-5pm Sat-Sun.  

Should you visit The Gym outside of these hours and have an emergency you can contact us using the red emergency help points located around the gym floor.

All of our gyms are remotely monitored 24/7.

If it’s an equipment-related query, please revisit during staffed hours and speak to any member of The 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?

You will be able to exit the gym in the same way you entered. Simply re-enter your pin at the pod keypad and press the green exit button at the main entrance doors. 

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

Under 18s must complete our online induction before you get sent your PIN Number. This is done as part of the joining process and is designed to familiarise you with The Gym and all its equipment before your first visit. 

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.

Being a member of The Gym

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. 

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.

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

Free Wi-Fi

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

YANGA Sports Water

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.