Our most asked questions
WHEN WILL CLUBS OPEN?
Following the Government roadmap announced on 21st February 2021, our clubs will reopen on Monday 12th April and we couldn’t be more excited to welcome you back!
WHAT HAPPENS TO MY MEMBERSHIP?
Until we reopen, all memberships are frozen, and no payment will be processed. To all our lovely members, we’ve sent you an email on 25th March confirming the amount and the date of your next Direct Debit.
WHAT ARE THE OPENING TIMES?
Please visit your home clubs page for details. Find your Club here
ARE CLASSES CONTINUING?
Following the Government roadmap announced on 21st February 2021, classes will resume on 17th May.
WILL POOLS BE OPEN?
Yes, our pools will be open from 12th April. Swimming lessons will be unavailable until 17th May though.
WHAT CLEANING AND SAFETY MEASURES DO YOU HAVE IN PLACE?
The health and safety of our members and our team is our priority, so we’d like to confirm that all the following procedures introduced previously remain:
- The club layout ensuring social distancing is still in place. Please make sure you follow floor markings so you can maintain social distancing.
- Regular sanitising of equipment. Our enhanced cleaning regime is still in place and hygiene stations are available all around the gym.
- Sign-ins are mandatory and contactless via our App. Please make sure you have the Fitness First App installed on your smartphone to check-in. Download the app on the App Store or the Google Store
Community is more important than ever. We can all do our part to help keep each other safe as we get back to our fitness routines. Please help us by wiping down all equipment before and after use.
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?
As per Government guidelines members and guests are required to you need to wear a mask when entering, leaving, and moving around the club. Your mask can be removed whilst you are exercising.
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 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 from 17th May, 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 to 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 the gym in your workout kit and showering at home if possible.
WILL YOU BE OFFERING PT SESSIONS?
Yes, under the updated Government guidelines, our clubs will resume Personal Training sessions from the 12th April.
ARE YOUR SAUNAS AND STEAM ROOMS OPEN?
Our sauna and steam rooms will reopen on Monday 17th May, as per the government roadmap announced on 21st February 2021.
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 value all feedback.
Our customer service team is available on email@example.com to support you with any concerns you may have. We ask you to please be patient as it may take a little longer than usual to come back to you.
To provide feedback or discuss a complaint you can also speak to the General Manager at your club.
IF I’M NOT READY TO RETURN TO THE GYM, WHAT ARE MY OPTIONS?
WHERE IS MY NEAREST GYM?
Use our Club finder to find your nearest gym, simply type in your postcode or use the map functionality to search.
WHAT TIER IS MY GYM AND WHAT DOES THIS MEAN?
Each gym is within a pricing group. This defines which gyms you can use as part of your membership. You can use any gym in your membership tier and in any tier below. Your tier is specified on your membership confirmation sent via email when you joined your home Club or on the Club page. Clubs may change tier over time, you can find a full up-to-date listing of all gyms here.
ARE ALL THE CLASSES FREE?
Our class offering is totally included in your FitX membership. We have over 55 classes available, across 5 categories: Strength, Cardio, Mind & Body, Cycle and Fight.
Discover more here
HOW DO I BOOK A CLASS?
Booking is really simple. You can book onto classes via the Fitness First website or the Fitness First CORE app (download free in the App store or on Google Play).
The number of days you can book in advance depends on your type of membership. In London, this will be 3 or 2 days in advance and outside London, 7 or 6 days in advance.
Simply view your club’s timetable and once you’ve found the class you are looking for, click ‘book now’ and your class will show as booked. You will receive an email confirmation to the email address registered to your membership. If a class is fully booked, you can join the waiting list. If a place becomes available, you will be automatically booked onto the class and receive an email confirmation. You will need to swipe in to register your attendance at the class – if you don’t, you may receive an email about non-attendance.
HOW DO I CANCEL A CLASS?
You can find out more about your club’s personal trainers here or speak to your local club and they will help find the right trainer for you. Once you’ve selected the trainer whose skills best match your fitness goal, you can book and pay for a session in-club.
HOW DO I BOOK MY TRAINER-LED SESSION(S) INCLUDED IN MY MEMBERSHIP WHEN I JOINED?
Simply pop into or call the club you’d like to have your sessions in, and a member of the team will book you in.
WHICH CLUBS HAVE SWIMMING POOLS?
Please check your local gym page for a full list of club facilities. In central London, the following clubs have swimming pools: Baker Street, London Bridge, Cottons, Bishopsgate, Tottenham Court Road and Waldorf. In greater London, Hammersmith, Highbury, Streatham and Thomas More Square.
DO YOU PROVIDE TOWELS?
In some gyms we offer free towels for our members, simply pick one up from reception on your way in. In clubs where this service is offered members are entitled to one free towel and can hire another for £1 if required. To find our if your gym offers this service check your local gym page.
HOW OLD DO I HAVE TO BE TO JOIN?
Members must be at least 18 years old. If you are 16 or 17 years of age you can join but you must have a signed parental consent form available at your club’s reception.
WHAT MEMBERSHIPS ARE AVAILABLE?
Our FITX membership is designed to provide everything you need to start your fitness journey, create a habit, and get results. It includes multi-club access, advanced class booking and 2 trainer-led sessions.
We have individual members, students, and corporate memberships available.
DO I GET A GYM MEMBERSHIP CARD?
The Fitness First CORE app (free in the App store or on Google Play) will give you easy, contactless entry into the clubs in your Tier. You must swipe in at every visit.
HOW DO I PAY?
You can decide to pay for your membership monthly via direct debit or all at once as a lump sum.
WHEN WILL MY DIRECT DEBIT BE TAKEN?
For members who joined at any date up to 30 June 2020, your monthly membership fees will be collected in advance on the last working day of the preceding month (for example your membership fee for August will be collected on the last working day of July)
For members who join on or after 1st March 2021 and are paying via direct debit, your first direct debit payment will be collected 10 days after joining and will include your start-up fee and first month’s membership fees combined. Your second and recurring direct debit for the duration of your membership will be collected monthly on the date you joined. (For example, if you join on 10 March, your direct debit for your start-up fee and first month’s membership fees will be collected on 20 March. Your second direct debit will be collected on 10 April and the 10th of each month thereafter.)
For members who joined between 1st July 2020 and 28th February 2021 your monthly membership fees will be collected on the 12th each month from 12th April 2021.
HOW DO I BRING MY PAYMENTS OR DIRECT DEBIT UP TO DATE?
You can make payments or reactivate your direct debit in-club (click here to find contact details for your local club). Either call or pop in.
CAN I ACCESS MY ACCOUNT ONLINE?
CAN I CHANGE MY MEMBERSHIP PACKAGE?
Yes. We understand from time to time that things change, so we’re flexible and will help you find the best membership to suit your needs. Get in touch!
HOW DO I CANCEL MY MEMBERSHIP?
You can cancel your membership at any time, as long as you give us one calendar months' notice and clear any balance on your account.
You can do this in your Member Area.
WITHIN 10 DAYS OF JOINING DATE
If you are within 10 days of your joining date you can still change your mind. Just let us know and we’ll sort everything out for you. You will not be charged for any usage during this period.
END OF MEMBERSHIP TERM (LUMP SUM PAYMENT)
If you paid for your membership in one go (lump sum) and are at the end of your minimum membership length (6 or 12 months) then your membership will automatically end. You don’t need to do anything. We’ll contact you to see if you wish to continue working out with us and can get you restarted.
DIRECT DEBIT BUT STILL WITHIN MINIMUM MEMBERSHIP TERM
You can cancel at any time with one month’s notice, paid at your normal monthly rate. You also need to clear any balance on your account. Please contact our friendly Membership Team Services on firstname.lastname@example.org and they’ll be happy to help.
If your circumstances have changed due to relocation (more than 5 miles from your home club), redundancy, financial hardship or sickness and you can provide professional documentation to support this, you can apply to cancel for a change in circumstance. Get in touch and we’ll gladly help.
DIRECT DEBIT AND HAVE COMPLETED YOUR MINIMUM MEMBERSHIP LENGTH
After your minimum 12-month contract, your membership will continue on a rolling monthly basis unless you tell us you want to cancel in your Member Area. Please remember to give one full calendar months' notice, paid at your normal rate – for example, if you want your cancellation to take effect at the end of June, notify us by 1 June at the latest. We will send an email confirmation so please tell us if you do not receive this. You are responsible for cancelling your direct debit once we have processed your cancellation.
IF YOU ARE A CORPORATE MEMBER AND JOINED VIA YOUR EMPLOYER
Please contact your HR department.
CAN I FREEZE MY MEMBERSHIP?
Yes, any time after your second month of membership. We can freeze your membership for up to three months. Please visit your Member Area for more details.
Free freezes may apply in some circumstances.
Freezes begin on the 1st of each month and we require at least five working days’ notice. So, if you were to tell us you’d like a freeze on 15th June, the freeze would start on 1st July. If you were to tell us you’d like a freeze on 29th June, the freeze would start on 1st August. Any frozen months don’t count towards the length of your contract, so if you’re 10 months into your 12-month minimum contract and freeze for two months, you’ll still have a minimum of two months of your contract remaining when the freeze ends.
WHAT HAPPENS IF I MISS A DIRECT DEBIT PAYMENT?
Don’t worry, these things happen from time to time. If your direct debit is still active, then we will re-attempt the direct debit around the middle of the month.
WHAT HAPPENS IF I CANCEL MY DIRECT DEBIT PAYMENT?
Once your payment is unsuccessful your account will automatically fall into arrears and you will be unable to access your club. To continue your membership uninterrupted, you will need to contact your local club to bring your payments up to date and reinstate your membership.
Please note cancelling your direct debit will not cancel your membership. See above section ‘how do I cancel my membership’ for more information on this topic.
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