FAQs - Welcome Gym

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FAQ's

Lockdown and Tier Restrictions, what that means for the gym

As of Monday 4th January 2021 we currently have no clubs in Tier 1 or Tier 2.

The gym will be fully operational and compliant with government regulations. In addition, every one of our locations will be adhering to our 8 Key Commitments for COVID-safety. https://www.welcomegym.co.uk/stay-safe-and-stay-fit/ These include:
  • Real-time usage stats on our App so you can carefully plan your visit.
  • Contactless entry using near field technology within our App - with your smartphone you will not need to touch the turnstiles.
  • Safe distancing between the gym kit and other members - through the use of floor markings and spacing/moving equipment.
  • Class schedules are being run online for at-home use and where permitted we are still running classes at the gym studios. Class bookings have been reduced by 50% to enable the 1m+ distance to be achieved in classes.
  • Cleaning schedules have increased for gym staff, we have reviewed all cleaning materials and disinfectant usage to ensure we have the maximum coverage whilst keeping our members safe. We are regularly fogging the whole facility with Mirius Antiviral disinfectant which effectively kills the COVID-19 virus in under 5 minutes. This fragrance-free formula is safe for human contact and will kill 99.99% of germs and viruses.
  • We have introduced a new member code of conduct - so that we all know our part to play in keeping the environment respectful, friendly and safe.
  • We have introduced time and space hours at each gym which are time identified for being less busy, so that everyone, even the more vulnerable customers can choose a time to improve their fitness which feels comfortable and secure.
  • Changing areas - ideally, it would be best if you arrived at the gym in your workout kit and shower and get changed at home, however, we know this is not possible for everyone. So changing rooms will be open with some adaptations - certain lockers, showers and stalls will be taken out of action to allow for social distancing.
As of Monday 4th January 2021 we currently have no clubs in Tier 3.

The gym will be fully operational and compliant with government regulations. In addition, every one of our locations will be adhering to our 8 Key Commitments for COVID-safety. https://www.welcomegym.co.uk/stay-safe-and-stay-fit/ These include:
  • Real-time usage stats on our App so you can carefully plan your visit.
  • Contactless entry using near field technology within our App - with your smartphone you will not need to touch the turnstiles.
  • Safe distancing between the gym kit and other members - through the use of floor markings and spacing/moving equipment.
  • Class schedules are being run online only as group fitness classes cannot be run in a studio in this Tier.
  • Cleaning schedules have increased for gym staff, we have reviewed all cleaning materials and disinfectant usage to ensure we have the maximum coverage whilst keeping our members safe. We are regularly fogging the whole facility with Mirius Antiviral disinfectant which effectively kills the COVID-19 virus in under 5 minutes. This fragrance-free formula is safe for human contact and will kill 99.99% of germs and viruses.
  • We have introduced a new member code of conduct - so that we all know our part to play in keeping the environment respectful, friendly and safe.
  • We have introduced time and space hours at each gym which are time identified for being less busy, so that everyone, even the more vulnerable customers can choose a time to improve their fitness which feels comfortable and secure.
  • Changing areas - ideally, it would be best if you arrived at the gym in your workout kit and shower and get changed at home, however, we know this is not possible for everyone. So changing rooms will be open with some adaptations - certain lockers, showers and stalls will be taken out of action to allow for social distancing.
As of Monday 4th January, we have no clubs in Tier 4. All clubs are currently subject to closure under the national lockdown announced on Monday 4th January.

Gyms in Tier 4 have to close following the Government guidelines set out on 19th December 2020. As in previous lockdowns, we continue to provide online classes and support via our social media channels.

If you are a member of a gym located in a Tier 4 area please check your email inbox for communications sent in December regarding your membership payments. If you cannot see an email from us, please find all information on what Tier 4 means for your membership below.
Gyms need substantial numbers of members to thrive, provide excellent facilities, and varied classes. And although we can protect our hardworking and committed staff through the extension of the furlough scheme, there are many additional fixed and operating costs, such as equipment leasing, utilities, premises, and IT systems all of which continue - even through closure periods.

For this reason and because the November lockdown was for a relatively short time, membership payments were not automatically frozen and we encouraged members to choose to stay with us and support the business for its long term future. In return, we commit to you that we will repay your generosity through a credit system once we are able to re-open properly and get back on our feet.
We have done everything we can to offer superb value for money to our members, protect our staff, and keep safety standards high. We are grateful for the furlough scheme and other government assistance received. Still, unfortunately, there are many additional fixed and operating costs, such as premises, utilities, equipment leasing, and IT systems, all of which continue. It is for this reason, we are asking for you to continue your support, and this is our plan for your coming month’s payments;

Bank processing times along with banks being closed on public holidays prevented us from making changes to these payments and so were continued as planned for the remaining days of the month.

As communicated in our email to members affected by Tier 4 closures, should the Tier 4 closures extend past the end of January, your membership payment will be automatically frozen from 1st February.

We are hugely grateful to our members and their messages and gestures of support and we are positive there is a bright future ahead. We continue to be focused with our incredible team of staff, to help you meet your future health goals.
At the beginning of January, we had hoped we would be re-opening during that month and therefore we processed payments, as usual, asking members to keep up their support if they possibly could. We also significantly increased the availability of online classes for the interim period.

After the planning and processing of those membership payments, we went into a full national lockdown. As a result, all members have now automatically had their payments frozen from 1st February 2021 until we are permitted to re-open.
Lockdown 1 (March) Loyalty:
We wrote to all members on the 21st March advising of club closure; we requested at this stage that members made one further month payment to support the viability of the business, following this memberships would then be frozen for the duration of club closure.

In return for the supporting payment members will receive loyalty rewards of:

- Over £100 of free guest passes to use once we open
- Price freeze for 5 years
- Referral code for £5 discount off of membership for you and a friend

Please note - if you have since cancelled the membership on which this fee was paid, these benefits will, unfortunately, no longer be available.


Lockdown 2 (November) Loyalty:
Membership payments were not automatically frozen during the November closures and we encouraged members to choose to stay with us and support the business for its long term future. In return, we commit to you that we will repay your generosity through a credit system. This credit will be made available to you once we are over these current challenges, to redeem against:

- Memberships
- Guest visits
- Personal training sessions
- Free health screening
- Free gym programmes
- Free upgrade to a new exclusive membership
- Retail products

Note: Members who directly cancelled their payment for November and rejoined in the future will not be offered the credit scheme.

We are 100% committed to giving back to those who supported us with a range of benefits and rewards, however, this payback will need to be phased and delivered once the business is back on its feet with some months of normality before we can commit to rolling out this programme. We guarantee we will not forget or postpone this unduly and we will be in touch when we are ready to initiate the rollout.

Please note - if you have since cancelled the membership on which this fee was paid, these benefits will, unfortunately, no longer be available.


Lockdown 3 (January) Loyalty:
We are 100% committed to acknowledging those who have supported us and where possible giving back with a range of benefits and rewards. The previous pay back we have promised for Lockdown 1 & 2 will need to be phased and delivered once the business is up and running again - after which we will be able to accurately plan benefits and rewards for your loyalty during Lockdown 3.

We do not want to over promise and under deliver, and so for this month's payment, we did not want to commit without having a clear plan and timeframe for delivery of the first two loyalty rewards. We guarantee we will not forget or postpone this unduly and we will be in touch when we are ready to launch the plan.

Please remember: Memberships will be automatically frozen from 1st February 2021 until we are able to re-open.

We are wholly committed to rewarding those loyal to us with additional benefits, opportunities, and free upgrades to services. All of our key information is sent directly to members' email addresses and so we urge you to ensure the email address linked to your membership is regularly checked and that you mark our email address as a safe sender to ensure no communications are missed.

Please note - if you have since cancelled the membership on which this fee was paid, these benefits will, unfortunately, no longer be available.
Lockdown 1 (March) - Annual payers have had their memberships extended by 4 months.

Lockdown 2 (November) - Annual payers will be rewarded for their loyalty through a new credit scheme which will be redeemable against gym products, services in the future or to extend the membership time. You will be notified when this credit scheme will be actioned once we are back on our feet and running again.

Annual memberships have not been extended for the duration of the November lockdown.

Tier 4 closures (December) and Lockdown 3 (January) - Annual payers have had their memberships extended by the period of closure up to the 12th April 2021.
Our online classes are broadcast live on Instagram. All our live Instagram workouts are saved to IGTV so you can go back and enjoy them in your own time - you don’t have to follow them live. On our IGTV we also have all our live workouts saved from Lockdown 1 and 2!

To see how to gain access to our live classes please click here to follow our step-by-step guide - https://www.welcomegym.co.uk/blog/13860054/ Every Sunday we release our online classes timetable on our Instagram feed for the upcoming week and you can also see our most recent online timetable here - https://www.welcomegym.co.uk/blog/1354/
All our virtual classes are broadcast on Instagram Live and saved to IGTV for you to enjoy in your own time. At the moment, this is the most reliable platform for us to use and we urge any members wishing to take part in the live classes to set up a basic account just for this purpose. To do this, simply download the Instagram app on your smartphone or tablet through Google Play (Android) or the App Store (iPhone). Then, open the App and follow the instructions to get started - it’s free!

Once you’ve set up an account, search for @welcomegymuk in the Instagram App and give us a follow. Every Sunday we release our online classes timetable on our Instagram feed for the upcoming week and you can also see our most recent online timetable here - https://www.welcomegym.co.uk/blog/1354/
Unfortunately, we are unable to offer refunds for your membership at this time. We are asking our customers to support us so that we can continue offering you the facilities and services you love. All businesses are under extreme strain currently and smaller operators are feeling the pressure the most.

We are, however, offering various credits to members who have been loyal to us during closures which will be redeemable against gym products, services in the future or to extend the membership time. We guarantee we will not forget or postpone this credit scheme and we will be in touch when we are ready to initiate the plan.
All memberships will be automatically frozen from 1st February 2021 until we are able to re-open again.

This process is done internally by our Systems Team and there is no need for you to do anything further. Please keep your direct debit active for payments to resume when we re-open.

All of our key information is sent directly to members' email addresses and so we urge you to ensure the email address linked to your membership is regularly checked and that you mark our email address as a safe sender to ensure no communications are missed. We will email you directly with re-opening information once we have a date from the government.

Coronavirus and using the Gym

We have introduced near field technology to our clubs; members can now tap in via the App for entry. Those members who do not have a smartphone or who do not wish to bring a phone on their workout can still use their fingerprint for admission, where sanitiser will be available for before and after use. If you have any difficulty accessing, then please speak with reception who can manually record your attendance. For Track and Trace purposes, we must know who is in the gym at all times.  
Gyms will operate with their regular opening hours which can be found on our google listings or on our website - go to your home gym location page and across the top you will find tabs marked OVERVIEW / PRICES / CLASSES / GALLERY / CONTACT - where you will find your clubs opening hours.
Members can continue to enter using their fingerprint, where sanitiser will be available before and after use. If you have any difficulty accessing, then please speak with reception who can manually record your attendance. For Track and Trace purposes, we must know who is in the gym at all times.
We anticipate that members will return on a gradual basis and so we do not intend to implement a booking system initially. However, we have had an APP-based booking system written while the gyms were closed, which is ready to be implemented should we need to at peak time or if usage requires it.
Government guidance allows us to open the swimming pools for members, with strict capacity guidelines. Swimming pool capacity is worked out on the basis of 9sq meters per user; these capacity numbers will be displayed on the signage, on the poolside.

We are asking that pool usage is monitored by members, if there are already the maximum users in the pool, we request that you wait until one person has left before you start your swim. Pool usage will also be monitored by our team members and on CCTV.

Also, there will be sessions where swimming can be booked to ensure you have a slot which suits your plans. These sessions will be marked on our timetable and can be booked online via our website or via our App.
Presently we do not intend to open up the Sauna and Steam Rooms; government guidelines are recommending that these areas stay closed as social distancing in these enclosed environments is challenging. We will review this policy on a regular basis and as soon as we are given the advice and go-ahead that these areas are safe to open we will make them available to members.
Yes, the ladies gym areas will be open with all of the same safety measures in place, distanced equipment, hand sanitiser and cleaning stations for all equipment. Routine cleaning procedures have been increased, and all areas of the gym will be regularly fogged.
Each gym`s capacity is worked out on an individual basis and is based upon the UK Active and Governments recommendations. This guidance allows at least 100sq ft per user at any one time. Swimming Pool capacities are worked out with a different calculation which is mentioned above in the swimming pool section of our FAQ’s.
We have agreed on a new Member Code of Conduct. This will be on posters around the gym and has been added to our website.- It will insist that members act with consideration and respect for each other. We want our gyms to be safe, supportive and happy places, so not adhering to the new member code will be taken very seriously.  Our staff have been trained in this area and will be very vigilant. Any member breaking our membership code of conduct will be politely asked to cease that activity, or they will be excluded from using our premises.
We are limiting usage initially to 90 minutes, and our staff will identify anyone exceeding those limits, will be encouraged to visit on another occasion. Usage and gym availability issues will be reviewed on an ongoing basis to ensure fair access for all members.
Each gym has a capacity which is worked out on an individual basis and is calculated based upon the UK Active and Governments recommendations of 100sq ft per person. Time and Space Hours will be further reduced by 50% of this new normal capacity and will be monitored by club staff using our sophisticated Backroom system, which tracks all usage and activities on an hourly basis.
Download our App to view real time gym usage, historical usage patterns and predicted usage to guage when to make your visit and we feel confident that you will be able to access the gym. We anticipate that members will return on a gradual basis and so we do not intend to implement a booking system if we do not need to have one. However, we have had an APP-based booking system written while the gyms were closed, which is ready to be implemented should we need to at peak time or if usage requires it. If gyms are experiencing pinch points in their day and our current planned system is proved not to be effective, we will introduce booking slots to alleviate any inconvenience to customers.
Our teams have stepped up the cleaning schedules, and there will be additional cleaning routines throughout the day. The club will be fogged with Mirius Antiviral disinfectant which effectively kills Covid 19 virus in under 5 minutes. This fragrance-free formula is safe for human contact and will kill 99.99% of germs and viruses. Please do your bit by regularly using the hand Sanitiser Stations, adhering to the new cleaning protocols for cleaning down the kit before and after use. We supply the sprays and paper towels you will need.

UK Active, the advisory group for gym operators, have advised that towels and or sweat towels should not be taken onto the gym floor/into the studio or spin studio's due to the risk of spreading the Coronavirus, therefore we ask our members to use the paper towels and anti-viral spray provided. 
Classes will continue to be available online as well as at the gym in Tier 1 and 2 locations. In Tier 1 and 2, the class capacity at the gym has been reduced to 50%. You need to book your place on for the class using either the App or the website bookings function. We will assess all classes on a weekly basis and increase the number available at home and at the gym as required.
Please follow the link to the Risk Assessment WelcomeGym have put in place to identify hazards and the appropriate control measures in place to reduce risk Click Here to Download
Our small central administration team have been extremely busy during this difficult time. We request that you email membership@welcomegym.co.uk if you have any questions. We ask that you please bear with us as we do our very best to support you and process this unusually high number of requests and communications.

Before you join

You are welcome to come and have a look round, at any time, just drop in during opening hours, no appointment is necessary.
There is no catch... we offer an incredible facility at an incredible price with all the equipment, classes and space you need to feel great! We are able to operate the club at far lower costs than many other gym operators by automating the joining process online and minimising administration with simple customer driven booking, feedback and cancellation processes.
Yes, when you join you will receive immediate confirmation of your membership sent to your e-mail address. As soon as you are a member you can pop in and register your fingerprint, within 5 minutes you will be able to use the gym facilities.
Yes. We offer other services such as beauty therapy, personal training and sports massage - perfect treats after exercising. You will find details and price lists for these services around the club and in our monthly newsletter

Paying for membership

Your first month fee covers all joining costs, including your gym introduction with a highly qualified personal trainer. We issue you with your biometrics - scanned fingerprint record; and it also covers your initial period of usage.
No. We believe our prices are extremely competitive and are therefore non-negotiable! The prices listed under the ’Join Now’ tab of the website are our set membership types.
If you are changing banks and wish to continue to pay for your membership by direct debit you need to contact your new bank and instruct them to switch all your direct debits and standing orders to your new account. Most banks will process this in seven working days.

However, if we are unable to collect your monthly subscription payment by direct debit because you have not allowed sufficient time for the switch to be made before your due payment date, your membership will expire automatically and you will have to re-join from scratch, paying another joining fee and setting up a direct debit mandate on your new bank account.
The collection day is fixed on joining and may not be changed for any reason.
Welcome Gym has a policy of continuing to renew and improve club facilities and services and to offer a wide range of equipment. To support us in doing this, each club charges all members an annual club enhancement fee of £7.50. Members are informed of when this fee will be due via email. The fee when due will be taken with the normal monthly direct debit payment.

Getting started

Your access will depend on the membership type you have purchased.

Standard opening hours for the Welcome Gym are:

Monday to Thursday: 6:00am - 10pm
Friday: 6:00am - 9pm
Weekends and Bank Hols 8am - 6pm
Fingerprint recognition is one of our entry system options, however, we also offer nearfield technology.  Members should download our App to their smartphone, register their membership online and use the access symbol once arriving at the turnstiles.  Tap the phone on the marker indicated on the turnstile, our system verifies your membership access instantly and providing you have an active membership you will be allowed to enter.

A gym intro with a Professional Personal Trainer is included within the joining price. These can be booked via the Member Area.
Welcome Gym provides lockers to store your clothes and valuables. These lockers are for use whilst you are within the club ONLY and storage is not available to you overnight or during the day whilst you are off site.

Any valuables left behind overnight will be removed and moved to lost property.

Our lockers must be secured using your own personal padlock. Combination locks which fit our locking mechanisms are available to purchase in our vending machine located in reception.

You are welcome to bring a padlock with you but please make sure it has an 8mm shackle.

All belongings are left at the member’s own risk and Welcome Gym cannot be held responsible for any loss or damage.
Classes can be booked through the Member Area on the website.
The vast majority of our classes are included within your membership. These can be booked in the ‘Member Area’ of the website.
Specialist classes may incur an additional fee paid directly to the class instructor. These classes are identified on the timetable.
Professional Personal Trainers conduct our free Gym Intro sessions. This provides an opportunity to get instruction on a basic starter programme, meet team members and book a follow up free 30-minute personal training session.

Alternatively, please visit the 'Training' tab on the website for more information and contact details. You can email or call your chosen Personal Trainer to arrange a trial session with them direct.
Welcome Gym does not usually offer this facility. You must pay for your membership whether or not you use the gym. This is reflected in our moderate fees.
Here at Welcome Gym we value any comments or suggestions about the club and the service we provide. From the Home Page, please select your club and use the contact form that relates to your home gym to contact our team or ask at reception or email info@welcomegym.co.uk

App and Member Area

Our on-line facility and App are both quick and easy to use. You are able to book a Gym Intro, book classes, enquire about our personal trainers, look at your membership type, renew a paid in full membership, take part in members’ surveys and read the terms and conditions of your membership.
Please log in using the email and password you created when first joining.  If you should forget these details you can reset them using the link under the log in box either online or via our App.
Welcome Gym launched a loyalty scheme for those members who maintained their payments on direct debit memberships with us at the beginning of the COVID-19 pandemic. The members who qualify will have a loyalty symbol attached to their membership record, visible when logged in to the App. Those individuals will have a current active monthly membership and will have paid one last direct debit instalment after lockdown and did not cancel their membership. Memberships were then automatically frozen and then restarted once the clubs reopened.

Annual and short term prepaid memberships are not part of the loyalty scheme as they did not pay further fees but have had additional time added to their memberships.

NB - Members qualify to receive these rewards on successful payment of membership fees on the 23rd and 26th March and the 1st, 8th and 16th April.

What are the benefits of the scheme?
Price freeze - for 5 years
10 free guest passes - value £100
Loyalty referral discount - £5 discount on a Direct Debit Membership for them and a friend if they introduce someone new to the club.

All loyalty benefits are accessible through the App, where a qualifying member can automatically dispatch their allocation of free passes and or an invitation to join them at the club on the referral membership via an email, SMS message, WhatsApp message or via Facebook or Twitter. More information on how to use guest passes and referral memberships is available on our YouTube channel.

Further details about our loyalty scheme are in our Terms and Conditions under Member Loyalty & Referral Schemes.

Leaving the club and cancelling

Our paid in full memberships are non-transferable and non-refundable and our 12 -month plan memberships, do have a minimum 12 installment commitment, so if you are in any doubt about committing to a year’s membership then your best option is to opt for the flexible monthly membership paid via direct debit. No notice period is necessary on flexible monthly direct debit memberships. Once you have contacted your bank and cancelled the direct debit that funds your membership, your membership will be terminated immediately.
To cancel your membership with immediate effect, please contact your bank and cancel your direct debit.

Please be advised your membership cancellation will take effect immediately. Therefore your access will be prohibited on the same day. We do not offer refunds on unused memberships, so to make the most of your last month at the gym, it is advisable to cancel your direct debit about 7 working days before the date when your next subscription is due to be collected. Please do not leave it any later than this, or your bank will not have time to cancel before the collection of your next month’s subscription.

Should you decide to join again in the future, you are most welcome to, but will start your membership afresh with an initial month payment to begin with.