Frequently asked questions

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Most popular FAQs for the month

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, how can I book my induction?

We will try to contact you on the phone or over e-mail within 2 working days of you joining The Gym. If you have not received any communication within 2 working days, please log in to the Member’s Area and select the ‘Contact Gym’ option on the bottom of the right hand menu. Please then select ‘Under 18 Induction’ in the ‘Nature of Contact’ dropdown menu and type ‘I want to book my induction, I am under 18’ in the ‘Subject’ field. You will then be contacted and an induction booked.

Can I have a no joining fee offer?

Great news if you're a student, as most of our Gyms will provide a discount to the joining fee. To see if a discount has been applied and how much, please enter your valid NUS Extra card number in the appropriate box and click 'APPLY'. If you cannot sign up with a valid NUS Extra card, please check the webpage of your chosen gym(s) to see if there are any current offers related to the joining fee. You can check this information on the Find a Gym page.

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 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.

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

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 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.

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.

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 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 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 the below sites:

Alperton: Free 2 Hours parking for our members here on site!

Ashford: Free parking for all Gym members here on site! Free parking 24/7 - max stay 3 hours for registered number plates entered into the touch-screen portal by the changing rooms

Birmingham: Discount parking for registered number plates ONLY - register in the members area and renew every 30 days - at Masshouse Circus Car Park £1.10 for 1 hour

- Bournemouth: Free Parking from 5pm-9am at Central Car Park, Upper Hinton Road. BH1 2HH. Log into your members area, click 'Gym Specific Info', click 'Add Registration', and print 'Your Voucher' on a monthly basis. Discounted parking at NCP The Square, Richmond Hill, BH2 6EJ, £1 for 2 hours or £5 for 24 hours. Pick up a daily or monthly ticket from The Gym

Bristol: 2 hours free parking at Cabot Circus between 17.00 and 07.00. See full terms and conditions

Burton: Free Parking available – Max stay 2 hours.

Cardiff: The good news is that there's completely free 24 hour parking for all Gym members here on site!

Chelmsford: 24 hour discounted parking at the Meadows Shopping Centre, full details in the members area

Colchester: Discounted parking at the NCP Osborne Street, full details in the members area

Crawley: FREE parking at NCP Kingsgate for max 2 hours stay, full details in the members area

Croydon Purley Way: Free 24 hours parking for all Gym members

Derby: Free 2 hours parking for all Gym members

Ealing: Free parking on Arden Road from 6pm to 8am for all Gym members!

Farnborough: Free parking up to 2 hours for all Gym members at Kingsmead Multi-Storey Car Park. Please validate your parking ticket at the end of your workout on on-site validator to redeem your free two hours, standard parking charges will apply to any additional time

Glasgow City: Discount parking at Q-Park on Jamaica street £2.50 for 2 hours

Glasgow South: Free 24 hour parking for all Gym members here on site!

Gloucester: Free parking for all Gym members! Free parking from 6pm to 9am - insert parking ticket into the validating machine in the Gym reception to apply

Guildford: Free parking for the first 3 hours for all Gym members here on site!

Hounslow: Council Parking Free from 6:30pm to 8am (Mon to Sat) and Free all day Sunday. The Blenheim Centre Parking spend £5.00 or more at ASDA and get 2 hours Free Parking

Ilford: Free parking for all Gym members here on site!

Kingston: 25% off parking at NCP Fairfield 

Leeds: Discount parking at The Core NCP. Go to the members area for more details

Leicester: Discount parking for registered number plates ONLY - register in the members area and renew every 30 days - at GS Car Park for max stay of 2.5 hours

Liverpool: 50% off parking at Q Park for max stay 3 hours

Luton: Free parking for all Gym members! Luton has two entrances that open at different times - see gym specific info. FREE parking at The Mall from 6pm to 8am. Print off your voucher from your members area and renew every 30 days

Manchester Ashton Old Road: 3 hours free parking for all Gym Members on site!

Manchester Portland Street: Discounted parking £1 for 1 hour or £2 for 2 hours at NCP Chorlton Street, located above the bus station. Members need to validate their ticket in The Gym before payment

Newcastle East: Free 24 hour parking for all Gym members here on site!

Newport: Free parking at The Gym Newport up to 2 hours. Simply enter your name and registration number at the touch screen terminal located next to the Manager's office to activate your 2 hour maximum stay

Norwich: Free Parking from 6pm at The Castle Mall Shopping Centre, see full details in members area

Nottingham: Discount parking at The Trinity Square Car Park

- Peterborough: Free 24 hour parking for all Gym members here on site!

PlymouthFree parking for up to two hours at the Civic Centre Car Park just around the corner on Princess Street.

- Portsmouth Fratton: FREE parking for all Gym members here on site! Simply enter your car registration on the tablet in reception and enjoy a workout for as long as you want

Shirley: 3 hours free for all Gym members here on site!

Southampton: Discount parking at NCP Portland Terrace

Swansea: 20% off parking at NCP Orchard street

Wealdstone: 2 Hours Free Parking at Peel House. Ticket must be validated in the Gym and put into the pay machine in the car park to redeem your 2 hours free

Wolverhampton: 3 hours free parking for members validated in The Gym via a touch screen reg. recognition system

 Visit your members area for more gym specific info on your parking deal.

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.

When are your new gyms due to open?

Opening a Gym is a complicated process involving 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.

The joining process

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.

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.

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.

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.

What is the minimum age to join The Gym?

You need to be 16 years old to join The Gym.

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 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.

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

Can I cancel my membership?

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 NUS discount?

Yes, we offer student discounts at most of our Gyms to NUS Extra card holders. To see if a discount is applicable to your chosen gym(s) please enter a valid NUS Extra 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 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.

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.

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

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?

We offer three different types of multi-site membership, Twin, Bundle and LIVE IT. Currently 42 gyms within London & Brighton have the LIVE IT. membership available and every all other gyms have Twin & Bundle.

For more information on the Twin membership please see the FAQ “What is a Twin membership?

For more information on the Bundle membership please see the FAQ “What is a Bundle membership?

For more information on the LIVE IT. membership please see the FAQ “What is a LIVE IT. membership?

What is Twin membership?

Twin membership gives you access to two gyms for a small additional monthly fee, for example The Gym near your home and The Gym near your place of work. You can Twin with any other open Gym* in the country that also offers a Twin membership (not available in Gyms offering the new membership packages of DO IT. and LIVE IT.). The price of your Twin membership will be calculated based on your Gym selections.

Twin members can use the online Member Area to change the location of their Twin gym when required **.

You can upgrade to a Twin membership in your online Member Area.

* The NUS Extra student offer does not apply to Twin membership.

** A small one-off admin fee applies to do this. Existing Twin members in gyms that are now offering the new DO IT. and LIVE IT. membership packages will also be asked to change over to the new membership packages when doing this as Twin is no longer available.

What is Bundle membership?

By choosing this option you will be granted access to Gyms nationwide* for a small additional monthly fee. Pricing for the Bundle package can be found online in the joining process via the Member Area.

If you have an existing Solo or Twin membership you can upgrade to a Bundle membership via the online Member Area**.

After you have purchased a Bundle membership you can activate your PIN number at different gyms by visiting the "Multi-site Gym Access" page within the Member Area.

* The NUS Extra student offer does not apply to Bundle membership.

** You will only be able to upgrade to Bundle in gyms where it is available. In Gyms now offering the new DO IT. and LIVE IT. membership packages you will have to upgrade to LIVE IT. to receive multi-site access benefits.

What is LIVE IT. membership?

Across 42 gyms in London & Brighton we are now offering a new membership package called LIVE IT. 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 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 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, Maestro and Paypal.

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. However there are some exceptions which accept international bank and credit cards:

  • Alperton
  • Angel
  • Ashford
  • Barking
  • Birmingham
  • Bournemouth
  • Brighton Maderia Drive
  • Bristol
  • Cardiff
  • Chadwell Heath
  • Colchester
  • Croydon Purely Way
  • Dartford
  • Derby
  • Ealing
  • East Croydon
  • Eastbourne
  • Edinburgh
  • Harrow on the Hill
  • Hemel Hampstead
  • Hounslow
  • Ilford
  • Kingston
  • Leicester
  • Liverpool
  • London - Charing Cross
  • London Colindale
  • London Ealing
  • London Edmonton Green
  • Manchester Portland Street
  • Manor House
  • North Harrow
  • Norwich Hall Road
  • Nottingham
  • Reading Central
  • Reading West
  • Sheffield
  • Southampton
  • Southampton East
  • Southfields
  • Southfields
  • Tottenham
  • Vauxhall
  • Walworth Road
  • Waterloo
  • Watford
  • Wealdstone
  • Wembley
  • Wembley
  • West Hampstead
  • Wolverhampton
  • Wood Green

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.

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 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.

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.

Can I have a no joining fee offer?

Great news if you're a student, as most of our Gyms will provide a discount to the joining fee. To see if a discount has been applied and how much, please enter your valid NUS Extra card number in the appropriate box and click 'APPLY'. If you cannot sign up with a valid NUS Extra card, please check the webpage of your chosen gym(s) to see if there are any current offers related to the joining fee. You can check this information on the Find a Gym page.

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 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.

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.

Can I change my PIN number?

PIN numbers are set upon joining and cannot be changed. If you believe that someone else is using your unique PIN number please contact your Gym Manager ASAP.

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.

I am under 18, how can I book my induction?

We will try to contact you on the phone or over e-mail within 2 working days of you joining The Gym. If you have not received any communication within 2 working days, please log in to the Member’s Area and select the ‘Contact Gym’ option on the bottom of the right hand menu. Please then select ‘Under 18 Induction’ in the ‘Nature of Contact’ dropdown menu and type ‘I want to book my induction, I am under 18’ in the ‘Subject’ field. You will then be contacted and an induction booked.

Free Wi-Fi

Are there any limits on the size of files I can download or send?

No – The Gym Group do not restrict the size of files you can send and receive over the Wi-Fi. However we do monitor the total amount of data that you send and receive each day so that we can protect our network for all of our customers. There is a 500MB daily fair usage allowance. If you use more than this we will suspend your service until the following day.

When will my registration run out?

Your registration will be valid for 14 days, after which you will be required to re-register.

How much will it cost me to get online?

Gym Group Wi-Fi is free to all members.

Where do I find the free Wi-Fi (WIFI) for Gym Group members?

The Gym Group Wi-Fi network is a wireless broadband (Wi-Fi) service that you can access in our gyms (some exceptions may apply). The network provides free Wi-Fi access to 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.

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

Do I need a password?

No – The Gym Group Wi-Fi network does not require a password to connect. Users are only required to enter First name, Last name and email address to access the Wi-Fi.

What can I download?

You can use the free Wi-Fi service for general web browsing, email and social networking, and to access streamed content. However please be aware that at peak/busy times, users may experience slower connection speeds due to the volume of traffic and available bandwidth speeds from the line at that time.

We'll monitor how much you send and receive each day so that we can protect our network for all of our customers. There is a 500MB daily fair usage allowance. If you use more than this we will suspend your service until the following day.

Is my speed restricted on the Gym Group Wi-Fi (WIFI) network?

Speeds are not restricted but may vary from time to time or from site-to-site based on location/peak time usage.

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

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.

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

Once a user has registered and connected successfully to the Wi-Fi network they are able to use the service for the duration of their visit. The connection will only 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.

Do you block any websites or other types of content?

Yes, we reserve the right to prevent members from using our Wi-Fi network to access certain types of content that we consider to be offensive or inappropriate.

Can I use it 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.

Can I use it outside?

No, the Wi-Fi is not designed to cover areas outside of the gym.

Being a member of The Gym

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 Bundle membership?

Please go to the Members’ Area and update your Extra Gyms via the ‘Bundle Gym Access’ menu option.

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

Please go to the online Members' Area and update your Extra Gyms via the ‘Reciprocal Gym access’ menu option.

How do I change my ‘home’ gym?

Did you know you can get multiple gym access from as little as £1 a month by selecting our Twin, Bundle or LIVE IT. membership options? Please login to the Member Area to upgrade. If you want to change your ‘home’ gym please contact us to discuss your options. 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.

Are there any restrictions to how many times I can change my ‘Extra Gyms’ as part of my Bundle or LIVE IT. membership?

There are absolutely no limits on the number of times selections can be updated.

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.

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

You can invite up to 4 friends every calendar month from the “Bring a Friend” page in your Members’ Area. Unused invites do not roll over to the next calendar month and you can also only bring the same friend twice in any calendar month.

How long do I have to wait after updating my 'Extra Gyms', for me to be able to use the newly selected Gym(s) as part of my Bundle or LIVE IT. membership?

You will be able to use your ‘Home’ Gym immediately and your newly selected Extra Gyms within 10 minutes.

Why do I have to select ‘Extra Gyms’ as part of my Bundle 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.

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!)

How can I make a payment/reinstate my membership?

To make a payment or reinstate your membership please call our payment helpline on 01444 449160. You could be up and running (literally) within 10 minutes!

Is The Gym really open 24 hours?

Occasionally the Gym will close when deemed 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 Member Area on this website and also advertised inside each Gym. Most of our Gyms are open 24 hours on all other days, but please check the specific Gym webpage for further information.

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 operates 24/7 opening hours at all sites, but currently there are three 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 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.

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

•   Monday to Friday, standard staffed hours are 8am-10pm

•   The Gym Crawley and The Gym Ashford are staffed 8am-8pm Monday to Friday

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

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 to ensure it's a very safe environment.

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  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?

The induction booking timetable can be found in the members' area online where you can book a slot. We recommend you do book a FREE session so that you get the most out of your Gym visits. However, these sessions are not compulsory, unless you are under the age of 18 and in which case the Club Manager will contact you to arrange your ‘Gym Induction’.

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.

Do you do a group induction?

The induction booking timetable can be found in the members' area online where you can book an individual slot. We recommend you do book a FREE session so that you get the most out of your Gym visits. Inductions are advised but not compulsory.

If I do join can I have a health check?

You can book a PT session in your members' area online or sign up to our Weekly Weigh-In (limited availability at limited sites only).

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. 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 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 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.

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.

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

Please see the FAQ on Changing 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.

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

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 we find any lost property we will keep it 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.