FAQ

Q

Where can I view your Health Commitment Statement?

Click here to view

Q

Security at the gym?

We operate a strict members’ only policy, so you must have a membership card access the club, without these, entry will not be permitted. Your membership is for your use only, any member found passing their membership card to another person, will be refused entry to the gym. You will be charged a fine of £30, before entry is granted again. If you fail to pay the fine, your membership will be cancelled (unless you are in a contract membership) and you will be banned from the gym.

Q

When I click to join online, why does it open up a new window and it states that I am setting up a direct debit with Harlands Group?

Harlands Group is a company that collects direct debits on our behalf. So it is correct that a new window will pop up for you to join.

Q

Can my children under 16, use the gym?

Your child will be allowed membership and entry in your presence. They will not be issued a membership card, to enter, you must ask at reception and the staff will let you in. If you would like to arrange this, you will need to join at the gym and the child must have an induction with a personal trainer.

Q

What is the minimum age to join our Gym?

The minimum age limit for the Maidstone gym is 16 years.

Q

Will personal training be available?

Yes, this is available at an additional cost either on a one-to-one or group basis.

Q

This is a fantastic offer, what is the catch?

There actually is no catch!

Q

What does ‘no contract’ mean?

You are not contractually tied to us for any specified period of time, you can cancel your membership giving 30 days written notice. Upon submitting a cancellation request you may be liable to make a final payment, within this cancellation notice period.
We also offer a 12 month contract, this option ties you in for 12 months, however, the monthly fee is less than the no contract option.

Q

Will the gym be staffed?

Our gyms are staffed at all times

Q

Will I be issued with a membership card?

When you log in and set up a direct debit online, this will automatically create an account and you will have immediate access to the gym. At the gym you will be provided with a gym entry card.

Q

Will I be shown how to use the equipment?

Yes, we provide a free half hour induction in which we will show you how to operate the equipment, should you require this.

Q

Do I need an induction?

Although, an induction is not compulsory, it is highly recommended. The induction is free of charge, please book your induction at reception. All members will be asked to carry out an induction, if you are an experienced gym user and do not wish to have a free induction, you must complete an induction waiver form, before training. Click here for induction training waiver.

Q

Are there changing facilities?

Yes, we provide showers, lockers and toilets.

Q

Are there lockers?

Yes. Lockers are only to be used for the duration of your training session. truGym is not responsible for any damage or theft to your personal property. Please ensure you have good quality padlock for lockers. We recommend that you do not leave any valuable items in the lockers. All belongings must be removed after each visit, the lockers acn not be used to store belongings overnight. All lockers ware opened every night and any beongings are removed. The club accepts no responsibility for the safe keeping of belongings stored in lockers against club policy.

Q

Does the facility include sauna, steam, spa and pool?

Most of our clubs, offer a relaxation area, which may include sauna, steam or both. Please check each club for details.

Q

How do I cancel my membership?

You will need to complete a cancellation request, select contact us from the menu, select your club and then click the cancellation request link. Complete the form and the General Manager will contact you within 48 hours to discuss your cancellation.

Under our cancellation policy, you will be required to make a final payment (usually by direct debit), after which your membership will terminate.

If you have taken a 12 month contract option, this can not be cancelled. You will be contractually obliged to make the full payments.

Pre paid memberships are non refundable and non transferable.