FAQs

GENERAL INFORMATION

  • How do I book a class?

    You can book classes via the Member Area or our mobile app.

  • How do I book a session with a PT?

    You can book a session with one of our expert personal trainers by contacting them via the Member Area or our mobile app.

  • How old do I need to be to join?

    You need to be 16 to join The Gym Group. Anyone under the age of 18 must also complete an online induction before their PIN is activated.

  • Can I check out the gym before joining?

    Yes, our brand new sites are open to view 2 weeks prior to their official opening – you can find out more via the gym page. Our current sites can be viewed between Monday-Friday 8am – 8pm, and 10am to 5pm Saturday and Sunday by buzzing at the entrance portals.

  • I have a disability; can I join The Gym?

    Absolutely! Once you’ve joined up, member of the management team will be in touch to discuss access arrangements before you arrive for your first visit. You will also need to complete an induction.

  • Is there disabled access?

    Yes, we have a wide hinged door for those who need alternative access. You can gain access via this door, as well as our standard entrance portals if you have noted that you have a disability when joining.

  • Is there CCTV at my gym?

    All of our gyms have 24/7 CCTV which is monitored externally when there are no staff on site. We also have emergency contact points in case you need urgent assistance outside of staffed hours.

  • What do I do if I have lost something in The Gym?

    The fastest and easiest way to retrieve lost property is to head back to the gym and speak to a member of staff. Alternatively, you can email us at hello@thegymgroup.com and we can get in touch with the gym directly. Please allow us 2-3 working days to handle your email.

DISCOUNTS & PROMOTIONS

  • How do I use a discount/promotion?

    Promo codes can be entered when you join online, just after you have selected your membership type, and before you enter your personal details.

  • Why doesn’t my offer code work?

    Offer codes do expire. For some offers, certain gyms are not included, please see your local gym page to check if your gym is included in the offer.

MANAGING MY MEMBERSHIP

  • Can I delay my membership start date?

    Unfortunately, our monthly memberships are designed to get you up and running right away, so you can’t delay the start of your membership to a later date. However, our Day Passes can be purchased up to 2 weeks in advance.

  • I’ve signed up to a gym that hasn’t opened yet, can I still use my membership?

    Unfortunately not; until your home gym is open, your membership will not be active, even if you are a LIVE IT member. Alternatively, you can join one of our other locations instead, and change your home gym at a later date.

  • What do I do if I have forgotten my PIN?

    Simply click here, enter a few quick details and your PIN will be emailed to you.

  • Can I upgrade or downgrade my membership?

    Yes, you can change your membership package at any time via the Member Area.

  • What do I do if my PIN does not work?

    If your PIN does not work and you are at the gym during staffed hours, simply ring the buzzer near the entrance portals and a member of staff will be out to support you. If you are not at the gym during staffed hours, you can email us on hello@thegymgroup.com, please allow 2-3 working days to get your PIN issue resolved.

  • Can I let others use my PIN?

    No, this will result in the termination of your membership. Even if you are sharing your PIN with someone who has their own paid membership, both memberships will be terminated.

  • Can I change my home gym?

    Yes, you can change your home gym in the Member Area for a £5 admin fee. Please note, your payment may be higher than £5 if you are moving to a more expensive gym as this includes a pro-rata payment to cover the remainder of the month.

  • Can I restart my old membership?

    Yes, you can re-join here. Please note, you will still need to pay a joining fee if you are a returning member.

  • How can I make changes to my membership?

    You can make changes to your membership via the Member Area.

MEMBERSHIP PAYMENTS

  • Why am I being asked to pay before the gym has opened?

    This is to secure your membership at our fantastic early bird offer. Your first payment will hold your membership for you, and you won’t be charged again until one month after the gym opens. Please note you can’t use any of our gyms until your home gym is open.

  • Why has my membership fee gone up?

    Occasionally our membership fees increase. This might be as you come to the end of a special offer period, or it might be a price increase to allow us to continue offering the best kit and facilities. You’ll never be above headline rate.

  • Why have I got two payments coming out of my account?

    Uh oh, this might be because you have two memberships. Drop us an email on hello@thegymgroup.com if this happens and we can get that resolved for you.

  • What happens if one of my payments fails?

    If a payment fails, we attempt to recollect it again 10 days later. Please note, we do charge a £15 admin fee to do this. If the second attempt also fails, your membership is terminated.

  • When will my first payment be taken?

    Your first payment is taken right away. Subsequent payments are taken on the same date each month thereafter.

FREEZING & CANCELLATIONS

  • How do I cancel my membership?

    You can cancel your membership by cancelling the direct debit with your bank. If you pay by recurring card payment, you can cancel by emailing us on hello@thegymgroup.com – please include in the subject line that you pay by recurring card payment to avoid any delays. Please note, all cancellation requests must be received BEFORE your billing date. With less than 4 days notice, payment may still be taken but will be refunded on request.

  • What does freezing a membership mean?

    Freezing your membership is a great way to retain your membership at just £5 a month. Whether you are going on holiday or returning from injury, freezing means you don’t need to cancel and pay a Joining Fee when you come back – so it’s a great way to help you save! You can unfreeze at any time.

    Please note, all freezes must be processed BEFORE your billing date. With less than 4 days notice, payment may still be taken and will not be refunded.

  • How do I freeze/unfreeze my membership?

    You can freeze and unfreeze your membership via the Member Area. Please note you will be asked to pay a pro-rata portion of your monthly membership when you unfreeze so you can use the gym again straight away.

  • I haven’t used the gym, how can I get a refund?

    Unfortunately, we do not provide refunds for unused memberships. If you no longer wish to be a member of The Gym Group, you must cancel your membership before your billing date. Please note, all cancellation requests must be received BEFORE your billing date. With less than 4 days notice, payment may still be taken but will be refunded on request.

HEALTH & SAFETY/COVID-19

  • 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.

  • 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 facilities, please 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 Group are running low?

    Our gym managers are regularly checking the stocks of all our cleaning products to ensure they are constantly topped up. If 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. 

COMPLAINTS

  • What do I do if I have a complaint?

    Whilst we hope that there won’t be anything to cause you to complain, we understand that occasionally there might be issues that need to be addressed. This is why we have a dedicated complaints email, as well as a complaints process that ensure that your complaint or concern is investigated and dealt with fairly and correctly.

    Depending on the nature of the complaint, it might be best to raise this directly with the management team on site so that they can discuss, fully understand and look to resolve any issues you might have. Alternatively, you can email us at complaints@thegymgroup.com , and we will look to process it against our complaints procedure.

  • What does The Gym Group do when I raise a complaint?

    When we receive a complaint, we look to understand what the issue is, and who the best team to deal with that is. We then let you know what we are going to do, and keep you updated so you know that we are working on a resolution. Depending on the nature of the complaint, and how this was raised to us, this might be verbally communicated, or done so via email. We treat every complaint seriously, and ensure that every outcome is the correct one against our Dignity At The Gym policy, and follows a full investigation into the matter.

  • I’ve noticed that I’m in the background of some social media content in the gym – how can I be removed?

    All staff and trainers at The Gym Group receive regular social media guidance and have training on the UK GDPR. Staff and trainers should always follow our social media policy procedures with regards to filming in the gym. You are within your rights to withdraw consent after giving it (if you have been asked for consent) or to request that the footage is removed if you spot yourself on a social media post and don’t want to be there. Simply direct message the social media account and ask to be removed.

NEED MORE HELP?

We’ve answered most of our common queries in the FAQs, but if you still can’t find the answer you are looking for, please contact us by chat or email.