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IMPORTANT COVID-19 UPDATES - latest service information for Clients and for Members

Friday 24 July 2020

On 25 July 2020, gyms and indoor leisure facilities will be able to reopen in England. You may have received an email or SMS communication from your gym or leisure centre with details of reopening and membership payment plans. You may wish to follow your provider on social media websites, such as Facebook and Instagram, for the latest updates.

Our Opening Hours

Our Member Services team is working hard to support you. Many members of this team are working remotely, from 25 July our opening hours will be:

  • 8am – 6pm Monday to Friday
  • 9am – 12pm Saturdays

You can reach the team on +44 (0)1444 449166 or you can complete our online contact form.

Our Payflex portal is available for you to manage your payments 24/7 online.

Pending Transactions

Where your membership payments are frozen or you have cancelled your membership, in some circumstances online banking systems and apps may show your next transaction as pending (or listed with as an upcoming bill/Direct Debit due for collection). We recommend checking directly with your bank where this is the case for clarification.

Cancellation Requests

Subject to the policy of your leisure facility and terms of your membership, if you have contacted us to request your membership be cancelled, this actioned from the date of your email. Where a payment has been collected in the interim period, you will receive a refund to your bank account within 3 weeks.

Freeze Requests

Subject to the policy of your leisure facility and terms of your membership, if you have contacted us to request a membership freeze, this will be actioned from the date of your email. If a payment has been collected in the interim period, you may receive a refund based on your provider’s policy, we will confirm this based on your circumstances.

Thank you for your patience and understanding at this time.