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 rolling contract, or to reduce your monthly membership price with a 6 or 12-month membership package, we've got something to suit you.

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. 

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). Clubs may change tier over time, but you can find a full, up-to-date listing of all gyms here. Please note your membership tier and the tier of club you are a member of may be different, so please check your membership agreement. 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. 

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 membership tier and in any tier below (tier 1 is the highest). Clubs may change tier over time, but 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 (click here to find contact details for your local club), or by calling our UK based contact centre on 0208 618 3100 between the hours of 8am and 5.30pm, Monday to Friday (excluding bank holidays). Alternatively you can make a payment online via our payment portal (you should receive a link to this via email if your account falls into arrears; please notify us if you have not received this and would like to bring your payments up to date in this way).

How do I cancel my membership?

Membership

Within the first 10 days

If you are within 10 days of your joining date and have only visited the club once, you can still change your mind. If you decide you'd like to leave within this time, 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. 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 to get you restarted.

 

If you pay by monthly by Direct Debit and are still within your minimum membership length and do not wish to continue after this time

You can let us know you want to cancel at least one calendar month before the earliest end date of your membership in order to cancel for the last day of your 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 completes 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 latest). Please be aware that cancelling your direct debit does not automatically cancel your membership.

Or 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 here

 

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+)

After your minimum 12 months contract, your membership will continue on a rolling monthly basis unless you tell us you want to cancel with one full calendar months' notice from the earliest end date of your membership. For example, if you want to cancel for the end of June you need to notify us by June 1st at the latest. Simply give us one full calendar months' notice to cancel by visiting your local club (click here to find contact details for your local club). We will send or give you confirmation once we have processed your cancellation. This could be by email, letter or a receipt from the club, depending on how you tell us you want to cancel your membership. Please tell us if you do not receive this. You are responsible for cancelling your direct debit once we have processed your cancellation and any payments relating to notice periods have been taken. Please note you must pay your full membership rate during your months’ notice. 

 

 

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. 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.

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. For our guest pass terms and conditions click here

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 invite 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 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 5.30pm, 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. 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. To arrange a freeze, or to find out when the next available date you can freeze is, please contact your local club.

If you request to cancel whilst on freeze, we will still request one full monthly payment as your notice period provided you have completed your minimum membership term, see ‘how do I cancel my membership for more information’. 

Can I access my account online?

General

Yes you can login to the members area where you can book classes, and change your personal details. If you haven't registered yet please click here to set up your account. Please note if you have an outstanding payment you will not be able to log in until this is resolved. If you need to make any changes to your membership please give us a call on 0208 618 3100.

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, 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

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.

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.

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 you can access this section. Remember to use the same email address you provided when you joined. Please ensure you register on the website members area prior to logging in on the core app.

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

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

For gyms within London: You can book from 7.30am, 3 days in advance

For gyms outside of London: You can book from 7.30am, 7 days in advance

Simply view your clubs 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 not you may receive an email regarding 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.

I've lost my gym card, how do I get a new one?

General

You can request a new gym card at your home club. There will be a charge for a replacement card due to loss or damage.

I purchased a Great Start Rewards package and have visited 24 times in 12 weeks, how do I redeem my refund?

Membership

Once you have completed your first 12 weeks simply complete our Great Start Rewards refund form and we will do the rest. You must have swiped into club on each visit and all claims must be made within the first 6 months of your join date.

How do I book my PT session(s) included in my membership when I joined?

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