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FAQs

Don’t worry, contact the front desk at your local club as we may be able to help. If you can pay the missed membership fees in club then we may be able to remove the additional fees added by the direct debit management company.
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.
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.
Your child will be allowed a membership and only permitted entry in your presence. They will not be issued a membership card to enter the facility, and you must ask at reception for a staff to let you in. If you would like to arrange this, both adult and child will need to join the gym and the child must have an induction with a personal trainer. The minimum age for this rule is 12 years old. Please note that truGym Stockton is exempt from the above, and the minimum age is 16. Please note that truGym Gateshead operates a slightly different policy whereby all ages from 12 and above are issued a membership PIN number, but anyone under 16 must be accompanied by an adult when they attend the gym. Anybody found not following this rule will have their membership suspended.
The minimum age limit for our gyms is 16 years old.
Yes, this is available at an additional cost either on a one-to-one or group basis.
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.
Our gyms are staffed at all times
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.
Yes, we provide a free half hour induction in which we will show you how to operate the equipment, should you require this.
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.
Yes, we provide showers, lockers and toilets.
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.
Most of our clubs, including our Chatham gym and our gym in Uxbridge,  offer a relaxation area, which may include sauna, steam or both. Please check each club for details.

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.