Frequently Asked Questions

We're here to help, so please find below a list of our most frequently asked questions.

Our most asked questions

Where is my nearest gym?

Gym

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

What memberships are available?

Membership

You can choose from a wide variety of membership types designed to suit your lifestyle. Whether you're looking to pay monthly with a 1 month contract, or to reduce your monthly membership price with a 12-month membership package, we've got something to suit you.

How do I pay?

Membership

Our flexible payment plans mean you can pay for your membership monthly via direct debit or all at once. You can also choose the date you want your membership to start, so you’ll only pay from your first session onward.

Are all the classes free?

Gym

The vast majority of our most popular classes, including SHRED, Freestyle Group Training, Spinning and BODYPUMP are free, but some speciality classes incur a small charge. You can view your local gym's class timetable here.

Can I use other gyms as part of my membership?

Membership

Our standard membership is a multiclub membership, which means you can work out in every other gym in your tier and in any tier below (tier one being the highest).  In some gyms we do offer single gym memberships which only allows access to one gym, your home gym. Please note Berkeley Square is excluded from multiclub use as public access is restricted for security reasons by the building landlord, you can however use Berkeley Square on a multi-club membership if this is your home gym. You can find a full, up-to-date listing of all gyms here.

What tier is my gym and what does this mean?

Gym

Each gym is within a pricing group. This defines which gyms you are able to use as part of your membership. With a multiclub membership you can use any gym in your tier and in any tier below (tier 1 is the highest).  You can find a full, up-to-date listing of all gyms here.

How do I bring my payments or Direct Debit up-to-date?

Membership

You can make payments or reactivate your direct debit in-club or by calling us on 0208 618 3100 between the hours of 8am and 6.30pm, Monday to Friday (excluding bank holidays).

How do I cancel my membership?

Membership

Within the first 14 days

If within 14 days of your joining date you have a change of mind and decide you'd like to leave, just let us know and we'll sort everything out for you. We promise no quibbles and no hassle. Simply speak to the membership team at your local gym.

 

If you have paid in full

If you paid for your membership in one go (Lump Sum) and are at the end of your minimum membership length then your membership will automatically end at the end of your minimum membership length. You don't need to do anything. We'll contact you to see if you wish to continue working out with us. If you don't, that's fine. If you do, we'll arrange everything for you.

 

If you pay by monthly by Direct Debit and are still within your minimum membership length (e.g. eight months into a 12 month contract)

You can let us know you want to cancel at least one calendar month from the end of your contract in order to cancel for the remainder of your agreed minimum membership length.

Please note you must pay your full membership rate during your month’s notice. It is your responsibility to cancel your direct debit once you have completed and paid your minimum length provided you have given your cancellation notice. Example: If you decide you'd like to leave at the end of your 12 month membership that ends on 31st December, you can let us know at any point as long as it's at least one calendar month from the end of your contract (e.g. by 1st December).

Or if your circumstances have changed due to redundancy, financial hardship or sickness and you can provide professional documentation to support this, we'll discuss cancelling your membership, simply call us on 0208 618 3110.

 

If you pay monthly by Direct Debit and have completed your minimum membership length (e.g. you joined on a 12 month membership but have been with us for 13 months+)

Simply give us notice before or on the 1st of the month to cancel for the end of the same month. Call us on 0208 618 3110, visit your local club or submit a contact us form via the website to cancel.

Please note it is then your responsibility to cancel your Direct Debit once you have completed and paid your notice period. You must pay your full membership rate during your month’s notice. Example: if you give notice on any day between 2nd November and 1st December your membership will cease on 31st December.

 

If you are a corporate member and joined via your employer

Please contact your HR department.

Do you provide towels?

General

In some gyms we offer free towels for our members, simply pick one up from reception on your way in. To find out if your gym offers this service check your local gym page.

I've got a free pass to try the gym, what do I need to do?

General

Congratulations on taking your first step to fitness. To activate your pass and find out more contact your local gym. They will book you in for your free day and make sure you have everything you need for a great session.

Can I bring a friend to workout with me in the gym?

Gym

Yes, in fact you've got two options. You can either bring a friend for free every Friday, as part of our Fitness Fridays member benefit or ask your friend to download a complimentary guest pass. 

Can I change my membership package?

Membership

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. Just come and speak to us in club or give us a call on 0208 618 3100 and we’ll go through the options available to find the best solution for you.

How do I make a complaint?

General

One of the ways we support your fitness goals is by striving to deliver excellent Customer Service. We understand that from time to time we might not meet your expectations. That's why we want to hear from you, so we can learn from our mistakes and continuously improve.

To provide feedback or discuss a complaint please speak to the General Manager or Member Services Manager at your local gym. Alternatively you can contact our member services department on 0208 618 3100 (lines open 8am to 6.30pm, Monday to Friday) or use the Contact Us form online.

Can I freeze my membership?

Membership

Yes. If you're going away or need some time off we'll freeze your membership for just £5 a month at any time after your second month of membership. If you're recovering from an injury, simply provide a letter from your doctor and we'll freeze your membership for free whilst you’re unable to train. Just so you know, freezes begin on the 1st of each month and we require at least five working days notice to apply it. So if you were to tell us you'd like a freeze on 15th June, the freeze would start on 1st July, or if you were to tell us you’d like a freeze on 29th June, the freeze would start on 1st August. And frozen months don't count towards the length of your contract, so if you're 10 months into your 12 month contract and freeze for two months, you'll still have two months of your contract remaining when the freeze ends.

If you request to cancel whilst on freeze, we will still request one full monthly payment as your notice period. To arrange a freeze, or to find out when the next available date you can freeze is, please contact your local club.

Can I access my account online?

General

Yes you can login to the members area where you can book classes, change your personal details and take advantage of our fantastic member offers. If you haven't registered yet please click here to set up your account.  If you need to make any changes to your membership please contact your local club

When will my direct debit be taken?

Membership

Depending on your join date your first direct debit may be taken on or around the 1st or the 10th of the month, this will be made clear to you on joining. Thereafter your monthly direct debit will be taken on or around the 1st of each month. 

What happens if I miss a direct debit payment?

Membership

Don't worry these things happen from time to time. We will re-attempt the direct debit around the middle of the month

Which clubs have swimming pools?

Gym

Most of our clubs outside of London have swimming pools. Please check your local gym page for a full list of club facilities. In London, the following clubs have swimming pools:  Baker Street, London Bridge Cottons, Bishopsgate and Tottenham Court Road in central London; Hammersmith, Highbury, Streatham and Thomas More Square in greater London.

How do I book a personal training session?

Gym

You can find out more about your club's personal trainers here or in-club. 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 access the members area?

Membership

To access the members area you must register first, if you haven't already registered you can do so here. You will then need to enter your details including member ID and date of birth (please use the calendar tool to enter your date of birth). Once you have registered, as long as you have an active, up to date membership at DW Fitness First

How old do I have to be to join?

Membership

Members must be at least 18 years old. If you are 16 or 17 years of age you can join but you must have signed parental consent.

How do I book a class?

Gym

To book a class simply login to the members area of the site. Here you can click on 'My classes' then 'View Timetable' and you will then need to select your club from the drop down menu. You can also narrow your search for a class by using the 'Select A Class' drop down menu. Once you've found the class you are looking for, simply click book now and your class will show as booked. If a class is fully booked you can choose to join the waiting list. Please note classes can only be booked for DW clubs currently - this functionality is coming soon to Fitness First clubs.

 

How do I cancel a class

Gym

To cancel a class, visit 'My classes' in the members area of the site where you will be able to view all upcoming classes you have booked on to. Simply find the class and click 'cancel’. To remove yourself from a waiting list, simply click 'Leave Waitlist'. Please ensure you make any cancellations at least 3 hours before the class start time. Repeated failure to cancel or attend classes you have booked on for may result in a 30day suspension to future class booking.