Frequently Asked Questions
How can I become a member?
You can Join online or try for free at your local club, check out the facilities and ask any questions you might have.
What types of memberships do you offer?
Whether you want to join as an individual, family, student or couple, we have a range of memberships to suit you. Join online or in your local club today.
Do you offer corporate memberships?
We are not currently offering corporate memberships. However, we do offer a variety of memberships to suit your needs. Speak to your local club for more information.
What support will I get when I join the club?
All new members are offered a free 1-2-1 Boost session with
our fitness team, an essential step to helping you get the
most out of your membership. We'll show you all we have to offer, the best ways to
achieve your fitness goals and
recommendations for future workouts. Speak to a member of our fitness team about
creating a workout designed around your
needs.
With our exclusive Total
Fitness App, you can manage your membership, keep up to date with everything
going on in your
club and book a range of activities, including access to our At
Home and In
Club
digital workouts.
You can also support your fitness goals with personal
training
Do you have personal trainers and how much would a personal training session cost?
Yes, we have qualified personal trainers to help you reach your fitness goals. Find out more information in the App or ask in club.
Does Total Fitness provide facilities for disabled users?
We believe that health and wellbeing should be accessible to everyone. We provide disabled facilities at all our clubs, but club layout does vary by site. If you'd like to know more, please call your local club or come along for a chat and tour.
How do I access the club?
When you become a member, we'll issue you with a membership card which will allow you access into the club. If you join in club, this will be part of the joining process, or if you've joined online, we'll issue you with a card on your first visit.
What should I wear?
We recommend that you wear anything that you feel comfortable in to exercise but please dress appropriately - this means clean footwear and suitable exercise wear. Please don't wear anything that may cause offense. If you are still unsure, please speak to the club fitness team who will be more than happy to provide you with advice.
What should I bring?
Please bring a padlock, sweat towel, water bottle, and any additional gym/swimwear
What are the club opening hours?
All of our club specific information can be found on your club page. Or in the App.
Can I use other Total Fitness clubs?
Yes, you can use other clubs, however if you visit another club more often than the
club you joined at, you will be
required to make that club your new 'home'club and pay the membership fees of that
club.
Also, you can only book classes at your 'home' club
Do you offer free parking?
Absolutely, we have large car parks at all our clubs with both disabled and parent and child spaces located close to the entrance. However, some of our clubs have time limit restrictions and there may be a requirement to enter your car registration at one of the in-club terminals.
I can't access my Total Fitness, what do I do?
Ensure you have the most up to date version of our app.
If you haven't created a login account or have forgotten your password, please
follow the reset password link.
If you are still experiencing issues, please contact our central support team on
0330 995 8425 or visit your local club.
Do you have Wi-Fi access?
Yes, you will be able to connect to free guest Wi-Fi at all our clubs.
Can I bring my own food and drink?
We offer food and drink in our Thrive cafés, and we kindly ask that you do not consume your own food and drink whilst in these areas. All members can bring their own drinks whilst working out but don't worry if you forget, we have several water fountains at each club.
Can I leave my belongings in the locker over night?
Lockers can only be used if you're using the club. The lockers don't have an integral lock, so we strongly advise you use a padlock. Please don't leave your belongings in lockers overnight. If you do, they may be removed. Unfortunately, we can't take responsibility for their safekeeping or return.
Are all classes included in my membership fee?
Most of our classes are included within the membership fee. There are a small number of classes such as swimming lessons which are an additional cost.
Do I need to book the squash courts?
Squash courts can be booked 6 days in advance from 8am via the App or at your club. Alternatively, they can be booked 24 hours in advance at a non-home club. Court bookings are for a maximum of 2 slots per day.
How do I book onto a class or cancel a booking?
Classes can be booked 6 days in advance from 8am via the App or at your home club. Alternatively, they can be booked 24 hours in advance at a non-home club.
When can children use the club?
Under 16s can attend the club:
8am - 8pm Monday to Friday
8am - 7pm Saturday to Sunday
They should always be supervised by a parent/guardian, unless they're in a
child's class or activity with an instructor.
Family swim times are:
8am - 12.30pm and 1.30pm to 8.00pm Monday to Friday
8am - 6:45pm Saturdays, Sundays and Bank Holidays.
Under 16s are allowed poolside during these times only.
How do I book my children on classes?
You can book your child onto a class via the App.
If your child is eligible, you will be given the option to book your child on to
the class.
Tick the box next to the name of the member that you want to book onto the
class. This process is the same for linked
members and for guests that visit with you.
Are there any child age restrictions in the club?
You can find all the information by downloading our 'what can I do' guide
Do you offer swimming lessons?
We offer a range of swimming classes through our Swim Academy
What are the payment options for membership?
We offer two options for paying your membership. You can choose to pay upfront as a one-off fee or in monthly instalments through recurring card payments.
What day of the month would the instalments come out of my account?
When you join, the next payment will be collected a month later, on that date. e.g if you join on the 12th then your payments will be collected on the 12th of every month. You can change your payment date in the app to whichever date you'd like. Depending what date this is you may have to pay a pro rata amount to take make up for the time from your previous payment date to the new one.
How can I change my payment date?
You can change your payment date in the App, head to 'My Account' in the main menu and then tap the 'Payment Date' tab.
How can I change my payment details or pay a missed instalment?
You can change payment details and make a missed payment in the App. Head to 'My Account' and then to the 'Billings Details' tab.
How do I cancel my membership?
We hope that all our members are happy with the facilities and service we
provide, but equally we understand that circumstances may change. If you are
looking to cancel your membership, you can do so, providing one month's notice,
once your initial contract term has been completed.
Head over to the App
to 'My Account' in the main menu then 'My Membership' to
cancel.
Alternatively, you can cancel in writing, sending an email to
membership@totalfitness.co.uk
If I re-join will I pay the same rate as before?
When re-joining, your membership fees will be respective of the time of joining.
This will also include a new joining
fee. (Unless there is a promotional offer)
You can re-join via the App
or at your club.
How do I freeze my membership?
You can freeze your membership in the App. Head to 'My Account' in the main menu and tap the 'My Membership' tab. Alternatively, you can email your freeze request to membership@totalfitness.co.uk
- You can freeze your membership from a minimum of one month to a maximum of three consecutive calendar months, once per membership year.
- Memberships can only be frozen for full calendar months.
- An upfront fee of £5 per month will be applied to any freeze granted.
- Freezes will only take place from the next available payment date if paying monthly. Memberships will be frozen from one payment date to the next.
- If you wish to unfreeze the membership early this can be done via the Total Fitness app, please note that a pro rata payment may be due.
- Couple or family memberships must be frozen for all parties, or if the other adult wishes to continue to use the Club they must switch to the standard Individual rate for the period, and the children must be switched to the individual memberships.
- Any months frozen will be added to the end of the current membership term.
Please report any problems with facilities or equipment to the reception team or a member of our Total Fitness team.
How can I send feedback?
We value your feedback, both good and bad, as it helps us to improve your experience as a member. To send us feedback please see the tablet at the front of your club and fill in the quick survey.
How do I make a complaint?
Any concerns should be raised with a member of the club team or by calling your
club. Once the complaint has been made, we will direct it to the relevant person
and if needed, you will be contacted by them
with any updates or resolution.
We request that you raise any service and facility issues at the time they have
occurred for us to rectify them at the
earliest opportunity, as it may be difficult to address them at a later
stage.
Rest assured, we take any complaints seriously and will aim to rectify them as
soon as possible.
Useful Information
Total Fitness Club Support Team
Wilmslow Way
Wilmslow
SK9 3PE
Member Accounts Services:
membership@totalfitness.co.ukSwim Academy:
swimacademy@totalfitness.co.ukClub Opening Times:
Thursday 6am-10pm
Friday 6am-9pm
Saturday 8am-7pm*
Sunday 8am-7pm*
Monday 6am-10pm
Tuesday 6am-10pm
Wednesday 6am-10pm
*Lincoln Sat & Sun 7am-7pm
For all media enquiries click here
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