Frequently Asked Questions

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

All the information about our gyms reopening can be found here

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 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 FITX multi-club membership you can use any gym in your membership tier and in any tier below (tier 0 is the highest). Clubs may change tier over time, you can find a full, up-to-date listing of all gyms here.

Can I use other gyms as part of my membership?

Membership

Yes, if you have a FITX multi-club membership. This means you can work out in every other gym in your tier and in any tier below (tier zero being the highest). If you have FIT membership, you are restricted to your home club. Clubs may change tier over time, but you can find a full, up-to-date listing of all gyms here.

Are all the classes free?

Gym

The vast majority of our most popular classes, including SHRED, FGT (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.

How do I book a class?

Gym

Booking is simple. You can book onto classes via the DW Fitness First website, DW Fitness First CORE app (download free in the App store or on Google Play), or via the in-gym self-service terminals

The amount 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 with your account with your booking. If a class is fully booked you can choose to join the waiting list. If a place becomes available, you will be automatically booked onto the class and will receive an email to confirm your place in the class. 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?

Gym

You can cancel a class booking anytime from booking and up to two hours before the class starts. Cancellations can be made on the website, our in-gym self-service terminals or on the CORE app. We please ask that you provide as much notice as possible for cancellations so that we can notify members on the waiting list of the available place.

How do I book a personal training session?

Gym

You can find out more about your club's personal trainers here or speak to your local club and they will help you 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.

You can also book an outdoor session with a DWFF personal trainer here.

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

Gym

Simply pop into or call the club and a member of the team will book you in for your session(s).

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, Tottenham Court Road and Waldorf in central London; Hammersmith, Highbury, Streatham and Thomas More Square in greater London.

Do you provide towels?

Gym

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.

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.

What memberships are available?

Membership

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, priority class booking, 2 trainer-led sessions and exclusive mindset and nutrition content.


You can also choose the FIT membership which is single-club and includes 1 trainer-led session.

Do I get a gym membership card?

Membership

We're phasing out gym membership cards and asking members to download the CORE app (free in the App store or on Google Play) which gives you easy, contactless entry into the club.

How do I pay?

Membership

You can decide to pay for your membership monthly via direct debit or all at once as a lump sum, whatever suits.


Find out more and start your journey here.

When will my direct debit be taken?

Membership

For new members, your direct debit will be taken on the last working day of the preceding month. So, for example, October's payment would be taken on the last working day of September.

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

Membership

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?

Membership

Yes - we have introduced a new My Membership functionality to our website, meaning you can manage your account quickly and easily without the need for a call or email.

You can login here to the members' area to book classes, manage your account and change your personal details. If you haven't registered yet please click here to set up your account.

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. Use the Contact Us form here

How do I cancel my membership?

Membership

You can cancel your membership at any time, as long as you give us one calendar month's notice and clear any balance on your account.


You can do this in the My Membership area of the website.

Within 10 days of joining date
If you are within 10 days of your joining date and have only visited the club once, you can still change your mind. Just let us know and we'll sort everything out for you; apart from the payments you have already made you will not be charged any further.

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 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. See here for how we calculate your balance.
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. Use the Contact Us form.

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 via the My Membership portal you want to cancel. Remember to give one full calendar month's notice, paid at your normal rate - for example, if you want to cancel for the end of June, notify us by 1 June at the latest. We will send 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?

Membership

Yes, any time after your second month of membership. We can freeze your membership for just £5 a month for up to three months, see the My Membership area for more.

Free freezes may apply in some circumstances, see the My Membership area for more.

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, or 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?

Membership

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?

Membership

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 ‘how do I cancel my membership’ for more information on this topic.

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 at your local gym. Alternatively you can use the Contact Us form online.

Find a club near you