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FAQs
Recent updates
Membership name changes
If you have received communication regarding the name of your membership changing then please click below for specific FAQS.
Managing my membership
Simply click here, enter a few quick details and your PIN will be emailed to you.
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, please read the full article here.
No, this will result in termination of your membership. Even if you are sharing your PIN with someone who has their own paid membership, both memberships will be terminated.
Unfortunately not until your home gym is open, your membership will not be active, even if you are an Ultimate member. Alternatively, you can join one of our other locations instead, and change your home gym at a later date.
Yes, you can change your membership product to any of our Off-Peak, Standard or Ultimate memberships from these products. I.e Off-Peak to Ultimate membership is available via the Member Area or Mobile App. This is not available on fixed term memberships and is subject to availability.
You cannot change your membership directly to our fixed-term memberships if you pay monthly. If you would like to benefit from a fixed-term membership, you will need to cancel your existing membership and re-join. We're upgrading our tech to enhance your experience, which means some gyms may be unavailable to rejoin right now.
Membership payments
Your first payment is taken right away. Subsequent payments are taken on the same date each month thereafter.
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.
We’ll notify you by email because our attempt to collect your Direct Debit payment was unsuccessful. This could be due to insufficient funds in your account or an issue with your bank details.
We will automatically attempt to collect the payment again up to 2 times over the next 5-10 working days. It’s important to note that a late payment admin fee of £15 will apply as part of this automated collection.
If your card payment doesn’t go through on your scheduled billing date, we’ll automatically reattempt to take payment up to 9 times.
If we’re unable to collect the payment on the final attempt, your membership will be cancelled immediately.
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 the headline rate.
We're unable to change your payment details for you. If you need help with your payments, our Customer Services team will be happy to support you.
Contact us via the live chat button or here and one of the team will get back to you.
Discounts & promotions
Promo codes can be entered when you join online, just after you have selected your membership type, and before you enter your personal details.
Promo 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.
Freezing & cancellations
We're sorry you're looking to part ways!
You can find all the details by visiting the Mobile App or logging into the Member Area on our website, just head to the ‘my membership’ section.
If you pay by recurring card payment and want to cancel, our helpful Customer Service team will need to assist you via Live Chat.
When making a change to your membership, please do so 4 working days before your next collection date to avoid being charged your regular monthly fee.
Freezing your membership is a great way to retain your membership. 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!
Please note that you are unable to freeze on any of our fixed-term memberships. You can check out how much it costs on the freeze membership page via Member Area or our mobile app.
You can freeze and unfreeze your membership via the Member Area or our mobile app.
The cost of freezing your membership, as well as the start date of the freeze, will be shown during the process before you confirm your request.
When you're ready to unfreeze, you will be asked to pay a pro-rata portion of your monthly membership so you can use the gym again from that day.
Heads up, when freezing your membership, please do so 4 working days before your next collection date to avoid being charged your regular monthly fee
As an Ultimate member, you are eligible for 1-month's free freeze within a 12-month period. Once you add the freeze, your membership will remain active up to your next payment date, and then the freeze will begin. The freeze will end at the end of that billing month.
You need to allow at least 4 working days to apply the freeze to hold an upcoming payment. You can remove the freeze at any time, and 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.
You will be able to freeze again from the date your freeze ends. This will apply a rolling monthly freeze, your monthly payments will be based on the cost displayed on the freeze membership page via Member Area or our mobile app.
You can remove the freeze at any time, and 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.
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 working days notice, payment may still be taken.
Fixed term memberships
A fixed term membership is a membership for a set duration of time – i.e. a 12-month fixed term membership is a membership that starts from the moment of purchase and ends in 12 months’ time.
To purchase this membership, you will make a one-off payment at the point of purchase that is the cost of the duration upfront. This often saves you money in the long run and allows for better budgeting as the money has come out upfront.
A fixed term membership is a contract with The Gym Group for a set period of time – therefore if you cancel your membership mid-way through your contract we are unable to provide you with a refund for the remaining time of your term, except if you cancel within the first 14 days of your term. Please refer to the Terms and Conditions
We don’t currently offer fixed term members the ability to freeze their membership.
We are working on improving your fixed term member experience in the app. Currently you may see error screens in the app for functionality that isn’t applicable to you as a fixed term member. For example, change membership, fixed term members aren’t able to change their membership in term, so therefore you will see an error screen in the app.
General information
o view what membership is available for your gym, please check here and select the gym you are interested in joining. Terms and Conditions apply.
You need to be 16 to join The Gym Group. Anyone under the age of 18 must also complete an online kickstart session before their PIN is activated.
When you sign up, we'll send you an 8-digit PIN code to access your chosen gym and log into the app. Just enter your gym PIN at the pods or scan your QR code through the app. Some doors may need you to use # followed by your PIN to get in.
Our brand new gyms can be viewed before they officially open. Dates will be added to the gym page closer to the time, so check out the gym page for details on when you can view it. You can visit our current gyms during staffed hours to arrange a tour before joining. Staffed hours will be advertised at the gym.
Absolutely! Once you’ve joined up, a 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 a kickstart session.
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.
The fastest and easiest way to retrieve lost property is to head back to the gym and speak to a member of staff.
Health & safety
As most of our gyms are open 24 hours a day, 7 days a week there may be times our gyms are remotely supervised. All our gyms have 24/7 CCTV which is monitored externally when there are no staff on site. We also have Safety Stations and emergency contact points in case you need urgent assistance outside of staffed hours.
Our teams actively clean the equipment daily as part of a rotating schedule, we also have teams of contract cleaners who will ensure the facilities are spick and span and carry out a deep clean every evening. We also ask that members bring a sweat towel to reduce the amount of sweat landing on equipment.
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.
Complaints
Whilst we hope there won't be anything to cause you to complain, we understand that occasionally there might be issues that need to be addressed. We have a dedicated complaints team that is trained in reviewing your concerns and making sure that you’re supported fairly and correctly. In some cases, it might be best to raise this directly with the management team on-site so they can discuss, fully understand and look to resolve any issues you might have. Alternatively, reach out to our complaints team. Some complaints may be resolved fairly quickly or may require more time to look into, but the complaints team will keep you updated and are keen to resolve your concerns. Our typical response time to your complaint is 3 working days and our complaints team will keep you updated along the way.
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.
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.