FREQUENTLY ASKED QUESTIONS
The safety and well-being of our members and teams remains our top priority during this period. We encourage you to stay healthy and active during this time and urge all visitors to observe good hygiene and be socially responsible. This is a collective effort to keep yourself, your loved ones and everyone safe. We have listened to you and below we have listed the answers to some frequently asked questions. Some sections may not apply to your specific facility.
SAFETY
What are you doing about access to the centre and social distancing during visits?
- We now have a booking system in place so we can control the number of people in the centre at any one time. All visits must be pre-booked, please go to the home page of our website to book.
- Entry, movement around the buildings and exiting is clearly signposted. There are directional signs carefully placed from outside the centre and throughout inside that will guide you.
- Social distancing must always be maintained, there are signs to assist you to maintain a safe distance.
- Please do not turn up too early for your session. Queuing is strongly discouraged.
- On entry to the gym please make sure you scan your gym card in as usual.
- We have re-designed the gym into areas of safe spaces to workout.
- We have reduced group exercise class sizes and we are using additional spaces where we can to accommodate classes, such as meeting rooms or outdoors.
- First aid, if required, will be administered by trained staff using appropriate PPE.
- I can’t log in to the booking system
- All members have been contacted with information about how to book, if you’re unsure please go to the home page of your centre website and follow the instructions.
- The booking system is available via the Fitness section of the website on the 'Workout Class Timetable' page.
- If you are a new user you will need to Register; click on the link ‘New User’ and take a moment to register your details.
- If you are an existing member, you need to follow the instructions to link your membership number. You can find your membership number on member communications or on your bank statement if you pay by Direct Debit.
- If you have previously used the MoreFitness App for your bookings you can continue to use this.
What new cleaning measures are in place?
- We have enhanced cleaning regimes that follow fitness industry and Public Health England guidelines. Our dedicated staff will be cleaning throughout the day working to a comprehensive cleaning protocol.
- All high frequency touch points will be cleaned and disinfected regularly.
- We are going above and beyond guidelines where possible to keep you safe and we will continually monitor and update our safety measures if the situation changes.
- Wipe pods are available for you to use for touch points.
- Hand sanitiser stations have been carefully located throughout the centre for members and staff to use. We also have hand wash stations available at each site.
- What rules do I have to follow?
- You must use the hand sanitiser station when entering the gym.
- On entry to the gym please make sure you scan your gym card in as usual.
- You must observe social distancing at all times.
- You must stay at home if you have any COVID-19 symptoms, no matter how mild. This includes muscle ache, headache, loss of smell/taste, sore throat, fever, shortness of breath or a continuous new cough.
- All forms of exercise are permitted, sweating is not considered a health risk under the guidelines.
- Please refer to our member code of conducts (for swim and gym) for more details.
- Please use contactless payments when possible to avoid contact.
MEMBERSHIPS
What will happen to my Direct Debit?
We are contacting all members to tell them when we will start to take Direct Debit payments again.
What happens if I pay upfront/annually?
We will extend your membership access to the centre by adding extra time to your unexpired membership duration. This will be at no cost and will reflect the time that we have been closed.
I have cancelled my Direct Debit at the bank, what do I do?
We need a new Direct Debit Instruction from you. Please contact our membership enquiries team using the form here and the team there will be happy to help.
I am classed as high-risk, so I can’t come back yet, what can I do about my membership?
We understand that it’s not possible for everyone to return and we’re happy to continue to freeze your membership. Please contact our membership enquiries team using the form here and the team there will be happy to help.
I just don’t feel ready to come back yet, what can I do about my membership?
We understand that it’s not possible for everyone to return and we’re happy to continue to freeze your membership. Please contact our membership enquiries team using the form here and the team there will be happy to help.
NEW RULES AND PROCESSES
Please refer to our Gym & Classes Member Code of Conduct here.