Frequently Asked Questions

JOINING:

Q.

How do I join Fitness First?

A.

It’s great you are wanting to join us and put your Fitness First. The joining process is a simple digital journey. Please click here.

Q.

How old do I have to be to join?

A.

Members must be at least 16 years old.

Q.

What memberships are available?

A.

Our FFX 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 a 30 minute 1:1 FFX Intro Session.

We have individual members, students and corporate memberships available.

Q.

Am I tied into a contract?

A.

We offer a range of memberships to ensure we can meet the individual needs of our members. Our memberships are available for an initial minimum period of 1,3,6,9 or 12 months. These membership lengths may not be available in all our Clubs, please check here for more information.

We understand circumstances change and should you need to end your agreement earlier than planned, this can be done by paying a settlement fee here.

Q.

Where is my nearest gym?

A.

Use our Club finder to find your nearest gym, simply type in your postcode or use the map functionality to search.

Q.

Can I refer a friend to Fitness First?

A.

We want our members to enjoy their training. If you invite your friend to join us, you will get one month free for every friend that joins. Share the link from our FFX App. You will receive your free month after their first payment has been made.

Q.

How do I book my trainer-led session included in my membership when I joined?

A.

As a new member you can book a 1:1 30-minute FFX Intro Session where a member of the Fitness First team will give you the lowdown – offering guidance in the areas you want to know about! Simply download and login to the FFX App to book your session.

Q.

Do I get a gym membership card?

A.

The FFX App (free in the App store or on Google Play) will give you easy, contactless entry into the club. You must swipe in using your unique barcode upon every visit.

PAYMENTS:

Q.

How do I pay?

A.

You can pay for your membership monthly via direct debit or all at once as a lump sum payment.

Q.

When will my direct debit be taken?

A.

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 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.


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 joining 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 each month thereafter).

Q.

How do I bring my payments or direct debit up to date?

A.

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.

Q.

What happens if I miss a direct debit payment?

A.

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.

Q.

What happens if I cancel my Direct Debit payment?

A.

Your account will automatically fall into arrears, and you will be unable to access your club. 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 and charges will continue to accrue until the cancellation is correctly processed.


If you wish to cancel your membership you will be required to pay any outstanding fees plus your cancellation charge. Please contact membership services to request this here.

Q.

Can I change my Direct Debit date?

A.

Please contact our Membership Services team to discuss this further.

Q.

I haven't used the gym this month, how do I request a refund?

A.

Unfortunately, our memberships are not based on usage, so we are unable to process a refund. If you are not planning to visit our clubs, you can apply a freeze to your membership here.

LOG IN:

Q.

Can I access my account online?

A.

Yes – you can manage your account quickly and easily via your Member Area.


You’ll then be able to book classes, manage your account and change your personal details.

Q.

Why can't I log in?

A.

To log into your members area, use your email address as your username and the password you used to set up your membership. If you have forgotten your password, you can reset this via the log in page.


You may not be able to log in, if your account is in arrears or if you have cancelled your direct debit.

PRODUCTS AND SERVICES:

Q.

Do you offer PT sessions?

A.

Yes, our clubs are offering Personal Training sessions, please don’t hesitate to contact club if you would like more information. Fitness First Personal Trainers have the knowledge, skills and full professional training to design a safe and effective individual fitness program to help you achieve your fitness goals.


You can book your sessions via the FFX App following the steps below:


1. Click Personal Training in the homepage which will guide you to the PT Section.
2. You can scroll through the Personal Trainers at your home club. Read their bio, check out their qualifications and see what packages are available.
3. Click buy when you have chosen your preferred PT package and enter your payment details.


If you’re interested you can also request a PT Session here.

Q.

Will I have to book to use the gym?

A.

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

Q.

Which clubs have swimming pools?

A.

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.

Outside of London the following clubs have pools: Milton Keynes, Wigan, Bangor and Bedford.

Q.

Do you provide towels?

A.

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 out if your gym offers this service check your local gym page.

Q.

Can I change my membership package?

A.

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!

Q.

Are the classes free?

A.

Our class offering is included in your FFX membership. We have over 55 classes available, across 5 categories: Strength, Cardio, Mind & Body, Cycle and Fight.

Q.

Are the classes for beginners?

A.

Our classes are suitable for all fitness levels. Please speak with your club team for more information about specific classes.

Q.

How do I book a class?

A.

Booking is really simple. You can book onto classes via the Fitness First website or the FFX App (download free in the App store or on Google Play). You can book up to 7 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 and email confirmation.


Don’t forget to swipe in to register your attendance at the class – if you don’t, you may receive an email about non-attendance.

Q.

How do I cancel a class?

A.

You can cancel a class booking anytime from booking and up to 24 hours before the class starts. Cancellations can be made on the website or on the FFX App. We please ask that you provide as much notice as possible for cancellation so that we can notify members on the waiting list of the available place.

Q.

What is my digital membership?

A.

We’re committed to supporting our members with their fitness goals, wherever they are. So we’ve built an extensive digital platform for when you can’t enjoy workouts in our Clubs. Retain access to our FFX App with full access to FFX on Demand, with over 100 videos of classes and workouts inspiration, led by our highly qualified Fitness First Staff.

Q.

Do the clubs have lockers?

A.

All clubs have lockers. To ensure we have as many lockers as possible available for our members, we ask that you do not leave items overnight, as they’ll need to be removed.


Some of our clubs have lockers available to hire. Further details can be found in our terms and conditions here.

Q.

Will you have hand sanitiser available for members?

A.

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

Q.

Are members required to wipe down equipment after use?

A.

Yes, we kindly 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.

FREEZE YOUR MEMBERSHIP:

Q.

Can I freeze my membership?

A.

Yes, you can freeze your membership any time after your second month of membership. You can apply a freeze for 1,2 or 3 months. Your monthly fee will be reduced to £8 per month. Whilst frozen you’ll still have access to your digital membership. You can freeze your membership in the members area on our website.


Freezes align with your monthly membership payment date or join date for lump sum payers, and you need to request the freeze at least 5 working days before your monthly direct debit is due. (For example, if your monthly direct debit is collected on the 10th of each month, you must request to freeze 5 working days before this date for the freeze to be processed).

Q.

Can I unfreeze my membership?

A.

Of course you can. Visit the members area on our website to reactive your membership. You will need to make a pro rata payment to cover the period until your next direct debit is due.

CANCELLING YOUR MEMBERSHIP:

Q.

Can I leave my agreement early?

A.

We appreciate circumstances may change and should you need to end your agreement earlier than planned, this can be done by paying a settlement fee through the members area on our website here.

Q.

How do I cancel my membership?

A.

You can cancel your membership at any time, as long as you give us one months’ notice and clear any balance on your account.


You can do this in your Member Area.

 

WITHININ 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 (1,3,6 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 get you restarted.


DIRECT DEBIT BUT STILL WITHIN MINIMUM MEMBERSHIP TERM
You can cancel at any time by paying an early settlement fee. Full details of the payment amount required will be shown in your members area on our website
https://www.fitnessfirst.co.uk/members/my-membership/cancel-membership/
If your circumstances have changed due to relocation (more than 5 miles from your home club), redundancy, financial hardship or medical 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 TERM
After your minimum 1,6 or 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 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.

Q.

Can I cancel my membership whilst I am on freeze?

A.

You can cancel at any time through the members area here.


If you decide to cancel your membership whilst on freeze, the cancellation fees will still apply. The cancellation will be a 2-step process. First unfreeze your membership, then request the cancellation.

Q.

What is the settlement fee?

A.

If you joined on a 6 or 12-month minimum term plan, are still within your minimum term and pay your membership fees monthly by direct debit, you can cease your membership by providing one full calendar months’ notice and paying the difference between the 1-month price and 6 or 12-month price for the length of time you have been a member at the point of cancelling. (For example, you request to cancel after 3 months of your agreed 12-month minimum term. The difference between the 1-month price and 12-month prices is £15 per month, so you are required to pay £15 x 3 = £45, plus your 1 full calendar month notice at your current rate.) The monthly fees used for the calculation of your settlement fee are the ones that were in application at the time you joined).

Q.

Can I cancel my locker hire?

A.

To cancel your locker hire we require 1 month’s notice. You can request to cancel by completing a contact form here.


Email confirmation will be sent when your request has been processed.

Q.

I have a complaint, how do I raise this?

A.

We value all feedback.


Our customer service team is available at membership.services@fitnessfirst.co.uk to support you with any concerns you may have. We will aim to come back to you within 2 working days.


To provide feedback or discuss a complaint you can also speak to the General Manager at your club.