IMPORTANT UPDATE ABOUT YOUR MEMBERSHIP

Frequently Asked Questions

To support your return to training all members can train at any Fitness First gym for the remainder of 2020, regardless of your membership tier.

We would just like to thank you so much for your continued support during these difficult times.

Please see below our purpose built FAQ’s:

When will clubs open?

Following the Government update on Wednesday 30th December, we are sorry that our Clubs in London, Bedford, St Albans, Brighton, Basingstoke, Bath, Poole, Solihull and Wigan are currently under Tier 4 restrictions and therefore closed, awaiting further news.

Our Clubs in Bath and Exeter are open and currently sitting under Tier 3 restrictions, where group exercise and classes are not available at this time. All gym floors and changing rooms are available as usual with social distancing measures in place.

 

What happens to my membership?

If you are affected by the Tier 4 measures and can’t access your regular Club, and like in previous closures, we will credit any amount or days due to your account accordingly as a priority by the end of January. There is nothing you need to do at this stage.

What are the opening times?

Our opening times remain unchanged from before lockdown.

Please visit your home clubs page for details.

Are classes continuing?

If your club is in Tier 2 under Government guidance we are able to continue our class timetable. Rest assured class capacities aren't affected by the rule of 6 as we are compliant with social distancing rules. As always, you can book online via the website or on the CORE app.

Unfortunately, if your club is in Tier 3 (London and parts of Essex from Wednesday 16th December) we will pause our class timetable. We will keep you updated as soon as this changes.

Will pools be open?

Yes, our pools will remain open in all tiers.

However, if your club is in Tier 3 there will be no aqua classes or swimming lessons.

What cleaning and safety measures do you have in place?

Our staff and members’ safety is our highest priority. Some of our cleaning and safety measures include contactless entry using your Core app, temperature checks prior to entering the club, additional hand sanitiser and cleaning stations with anti-bacterial spray and wipes for your use, social distancing measures in place throughout the club, including limiting the capacity where required and increased cleaning hours for our staff.

Are members required to wipe down equipment after use?

Yes, we request members to wipe down all equipment that you use after you’ve finished with it.
Cleaning stations with anti-bacterial spray and wipes are located throughout the club for your use.

Will you have hand sanitiser available for members?

Yes, we will have hand sanitiser available at reception when you enter and at various points throughout the club.

Should I wear a mask in the gym?

You do not need to wear a mask in our gyms, but are welcome to if you feel more comfortable doing so.

Will you be restricting the number of members allowed in the gym?

Many of our gyms differ in size, so the capacities are specific to each one, but every gym will have a maximum number of people allowed in at the same time. This will ensure that our staff and all members can maintain a safe distance from each other.

If our clubs do reach their maximum capacity, we will ask members to wait before entering. However, based on the size of our gyms and our average usage in the months prior to closing, we do not expect queues to occur and will endeavour to regularly communicate with members via email and social media channels.

To avoid any likelihood of queueing, we recommend training at a quieter time of the day.

Will I have to book to use the gym?

No. Group Exercise classes will operate with a booking system, as normal, but you will not need to book to use the gym.

Will the changing rooms and showers be open?

All changing room facilities, lockers and showers are open and available for use, but with social distancing policies in place.
We would kindly ask you to only use the changing rooms and shower facilities if you need to – this could include arriving and leaving gym in your workout kit and showering at home if possible.

Will you be offering PT sessions?

Yes, under the updated Government guidelines we are able to deliver PT sessions.

Are your saunas and steams rooms open?

Yes, our sauna and steam rooms are open.

We kindly request our members are mindful of others when using these facilities and adhere to social distancing measures we have put in place to keep everyone safe.

I have a complaint, how do I raise this?

We sincerely value all feedback.

Our customer service team is available on membership.services@dwfitnessfirst.com to fully support you with any concerns you may have. However, we ask you to please be patient as it may take a little longer than usual at first to come back to you.

If I’m not ready to return to the gym, what are my options?

You can request for your membership to remain frozen by completing the Freeze request in the My Membership section of our website HERE or by contacting membership.services@dwfitnessfirst.com at least 2 weeks before the end of your freeze period is due.

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