CLOSE

WARNING

You are using an out of date browser. To view the full features of this website, we recommend updating your browser.

Skip to main content

Frequently Asked Questions

How can we help?

How can I become a member?

Join online or book a tour at your local club to view 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 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 offer corporate memberships, for details please speak to a member of the team in your local club, discounted memberships will need to provide proof of eligibility upon joining.

What support will I get when I join the club?

All new members are offered a Warm up session, speak to a member of our fitness team about creating a workout designed around your needs, if you are a expert in the gym you can push yourself further with 4 personal training sessions for only £28.

Do you have personal trainers and how much would a personal training session cost?

Yes, at Total Fitness we are partnered with personal trainers Pro-Fit and Evo-Fit who provide tailored onsite personal training support.

Do the Total Fitness clubs provide facilities for disabled users?

Here at Total Fitness we believe that health and wellbeing facilities should be accessible by everyone. We provide disabled facilities at all of clubs but club layout does vary by site. In order for us to provide you with the best possible advice and support please call your local club or come along for a chat and tour.

How will I access the club?

When you become a member in the club we will issue you with a membership card to gain access to all the facilities. If you join online we will issue you with a card on your first visit.

What should I wear?

We would recommend that you wear anything appropriate 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 feel free to speak to the club fitness team who will be more than happy to provide you with advice.

What should I bring?

Please bring with you a padlock, sweat towel, water bottle, gym/swimwear.

What are the club opening hours?

All of our club specific information can be found under your club page.

Can I use other Total Fitness clubs?

Yes of course. We encourage all our members to gain the most from their memberships. Your membership fee will be based on the club you most frequently use even if it isn’t your closest or the one where you joined.

Do you offer free parking?

Absolutely, however some of our clubs have time limit restrictions so please double check these, there may be a requirement to enter your car registration at one of the in club terminals. We have generous car parks at all of our clubs with both disabled and parent and child spaces located conveniently close to the entrance.

Do you have Wi-Fi access?

Yes, you will be able to connect to free guest Wi-Fi at all of our clubs.

Can I bring my own food and drink?

We work hard to offer all our members access to healthy and affordable food and beverages. As we operate in-house cafés we kindly ask that you do not consume your own products whilst in these areas. We welcome all members to bring their own drinks whilst working out but don’t worry if you forget as we have a number of water fountains at each site.

Can I leave my belongings in the locker over night?

Lockers can only be used if you’re visiting the club. The lockers don’t have an integral lock, so we strongly advise you use a padlock. Lockers should not be left locked, unless you’re in the club. 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.

Can I bring along a friend or family member?

You can request a free guest pass on our website and then just give us 24 hours’ notice that your friend or family member will be joining you. Another option would be to pay for a day pass at reception. The reception team will be more than happy to help with providing you with the details and cost. Each member receives 4 complimentary guest passes when they join.

Are all group exercise classes included in my membership fee?

The vast majority of our group exercises classes are included within the membership fee. There are a small number of classes such as swimming lessons which incur an additional cost.

Do I need to book to use the squash courts?

Squash courts can be booked 7 days in advance via the Member Area or at your home 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?

Group exercise classes can be booked 7 days in advance from the time the class finishes via the Member Area or at your home club. Alternatively, they can be booked 24 hours in advance at a non-home club.

I’ve selected a class to book but I only have the option to “Call for Info”. Why is this?

Some of our classes are booked through a third party or are part of a pre-booked course, such as Junior Swim. Tap the “Call for Info” button and you’ll be put straight through to your club.

I’ve selected a class to book but I’m taken to another website when I hit “Book Online”. Why is this?

Some of our classes are provided by a third-party supplier or are part of a pre-booked course, such as Becky Adlington Swim Stars or Water Babies for example. Tap the “Book Online” button and you’ll go straight through to the relevant website to find out more and book.

How do I book my children on classes?

You can book your child onto a class via the normal class booking screen.

If your child is eligible then when you go to book a class you will be given the option to book your child on to the class as shown in the image to the right.

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.

Linked members not showing up on the class booking screen

This happens if your linked member doesn’t have a valid subscription set on our systems, in this instance it’s best to call us so that we can investigate further and get you back up and running.

Guest passes aren’t being received by the guest

This happens when a person’s e-mail provider (usually Hotmail, but sometimes gmail or another provider) flags the e-mail as being spam/junk and automatically sends it to their spam folder or junk mailbox. You should check here as this is the main cause for this type of question.

I set up an account on the app using my Total Fitness membership details and I can’t log in.

Make sure you’re using the email address associated to your Total Fitness membership. If you’ve forgotten your password, click the forgotten password link on the login screen of the App and this will redirect you to enter your email. You will need to enter the email address that is registered with us otherwise we won’t be able to find your account in order to reset its password.

How do I contact Total Fitness to ask questions about the app, ask about my membership, report a fault at my club or make a suggestion?

Suggestions and feedback can be left for us by using the Feedback section which is the last option from the navigation bar / main menu bar in the app/portal. Your feedback will be shared with your home club and our central office.

How can I change my account on the Total Fitness app?

You can make most of the account related changes from the ‘My Membership’ section. Here you can update your address, telephone number, e-mail address, password and many other things.

What are the child access times?

Under 15s can attend the club between 8am and 8pm Monday to Friday, and 8am to 7pm Saturday to Sunday only. 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 8.00am to 12.30pm and 1.30pm to 8.00pm Monday to Friday, and 8.00am to 6:45pm Saturdays, Sundays and Bank Holidays. Under 15s are allowed poolside during these times only.

Are there any child age restrictions in the club?

Please click here to see your clubs rules

Do you offer swimming lessons?

We offer a range of swimming classes/courses through our partners Water Babies for 0-3 and Becky Adlington’s SwimStars for 3-11 years

How do I book my children on classes?

You can book your child onto a class via the normal class booking screen.

If your child is eligible then when you go to book a class you will be given the option to book your child on to the class as shown in the image to the right.

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.

What are the payment options for membership?

We offer two options for paying your membership. You can choose to pay for your membership upfront as a one off fee or monthly by direct debit.

What day of the month would the direct debit come out of my account?

We collect all of our membership payments on or immediately after the 1st of each month.

How can I change my Direct Debit details or pay a missed installment?

You can do this in your member area or by calling the central Member Services team on 0330 995 8425.

How do I cancel my membership?

We hope that all our members are happy with the facilities and service we provide at Total Fitness but equally we understand that circumstances may change.

If you are looking to cancel your membership you can do so in club or in writing using the address or email below, giving one calendar months’ notice once your initial contract term has been completed.

Calendar month means from the 1st to the last day of that month, for example if notice is received 1st or 15th June your full calendar month will be July and membership would be cancelled on the 31st July.

Email: [email protected]

Address:

Member Service Team

Total Fitness

Wilmslow Way

Wilmslow

Cheshire

SK9 3PE

If I re-join will I pay the same rate as before?

It is always great to hear that past members have made the decision to come back to us. If you do come back to us you will need to pay the membership fees that are applicable at the time of you re-joining. This might include a fee for a membership card and joining fee or admin fee. The best thing to do is pop along to your local club where one of the team will be happy to talk through all the options.

How do I freeze my membership?

Members may request to freeze their 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 shall be applied to any freeze granted. 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. Notice must be given in writing to the central Member Services department at Head Office or by completing the relevant paperwork in your local club before the 21st of the previous month.

How do I report a problem with facilities or equipment?

Please report any problems with facilities or equipment to the reception team who will make sure we act to put things right as soon as possible.

How can I send feedback?

We hope that all our members want to send us positive feedback as we work hard to get things right. We do of course openly encourage all types of feedback, as it genuinely helps us to improve the facilities and service we provide to all our members. 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?

Here at Total Fitness we are passionate about providing great service and we aim to get it right first time for every member. We do however accept that we don’t get things right from time to time and we rely on our member’s feedback so that we can learn from our mistakes and improve for the future.

We do request that you raise any service and facility issues at the time they have occurred in order for us to rectify at the soonest opportunity, as it may be difficult to address them at a later stage.

Any further concerns should be escalated as follows:

STAGE 1– Any concern should be raised with a team member at the Club either in person, via telephone or by emailing your club via the members area or in the APP.

STAGE 2– Any further concerns should be raised with the relevant Head of Department or Manager on Duty at the Club. You can do this either in person, via telephone or by emailing your club via the members area or in the APP

STAGE 3– If you still not satisfied, your concern should be raised with the General Manager of the Club. You can do this either in person, via telephone or by emailing your club via the members area or in the APP.

You may wish to make an appointment to meet with the General Manager to discuss your concerns.

STAGE 4– In the unlikely event that a satisfactory outcome has not been achieved, the final level of our company escalation process is to contact the Regional Manager via email FAO the Regional Manager to [email protected] or in writing to the Head Office postal address (Total Fitness Health Clubs Ltd, Wilmslow Way, Handforth, Wilmslow, Cheshire, SK9 3PE).

Once your complaint has been investigated, the Regional Manager will respond on behalf of the company.

In the event of any of the above steps not being followed, your concerns would be redirected to the relevant stage in our process. All of the Management of your Club are best placed to make decisions and empowered to do and should therefore be able to resolve your concern within the first steps of the process.