We're here to help, so please find below a list of our most frequently asked questions.
1. WHAT MEMBERSHIPS ARE AVAILABLE?
You can choose from a wide variety of membership types designed to suit your lifestyle. Whether you're looking to pay Cash or sign up monthly with a 1 month rolling contract, or to reduce your monthly membership price with a 12-month membership package, we've got something to suit you.
2. How Do I Pay?
Our flexible payment plans mean you can pay for your membership monthly via direct debit or all at once in Cash. You can also choose the date you want your membership to start, so you’ll only pay from your first session onward.
3. HOW DO I CANCEL MY MEMBERSHIP?
WITHIN THE FIRST 14 DAYS
If within 14 days of your joining date you have a change of mind and decide you'd like to leave, just let us know and we'll sort everything out for you. We promise no quibbles and no hassle. Simply speak to the membership team at Dench Fitness.
IF YOU HAVE PAID IN FULL
If you paid for your membership in one go (Lump Sum) and are at the end of your minimum membership length then your membership will automatically end at the end of your minimum membership length. You don't need to do anything. We'll contact you to see if you wish to continue working out with us. If you don't, that's fine. If you do, we'll arrange everything for you.
IF YOU PAY BY MONTHLY BY DIRECT DEBIT AND ARE STILL WITHIN YOUR MINIMUM MEMBERSHIP LENGTH (E.G. EIGHT MONTHS INTO A 12 MONTH CONTRACT)
You can let us know you want to cancel at least one calendar month from the end of your contract in order to cancel for the remainder of your agreed minimum membership length.
Please note you must pay your full membership rate during your month’s notice. It is your responsibility to cancel your direct debit once you have completed and paid your minimum length provided you have given your cancellation notice. Example: If you decide you'd like to leave at the end of your 12 month membership that ends on 31st December, you can let us know at any point as long as it's at least one calendar month from the end of your contract (e.g. by 1st December).
Or if your circumstances have changed due to redundancy, financial hardship or sickness and you can provide professional documentation to support this, we'll discuss cancelling your membership, simply call us or send us an Email to email@example.com
IF YOU PAY MONTHLY BY DIRECT DEBIT AND HAVE COMPLETED YOUR MINIMUM MEMBERSHIP LENGTH (E.G. YOU JOINED ON A 12 MONTH MEMBERSHIP BUT HAVE BEEN WITH US FOR 13 MONTHS+)
Simply give us notice before or on the 1st of the month to cancel for the end of the same month. Call us or visit your club or submit a contact us form via the website to cancel.
Please note it is then your responsibility to cancel your Direct Debit once you have completed and paid your notice period. You must pay your full membership rate during your month’s notice. Example: if you give notice on any day between 2nd November and 1st December your membership will cease on 31st December.
IF YOU ARE A CORPORATE MEMBER AND JOINED VIA YOUR EMPLOYER
Please contact your HR department.
4. DO YOU PROVIDE TOWELS?
We offer free towels for our members, simply pick one up from reception on your way in, Based on first come first serve.
5. CAN I BRING A FRIEND TO WORKOUT WITH ME IN THE GYM?
Yes, in fact you've got two options. You can either bring a friend for free every Sunday, as part of our Super Sunday member benefit or ask your friend to fill in a contact us form via the website and a complimentary guest pass will be authorised within 72hrs.
6. HOW DO I MAKE A COMPLAINT?
One of the ways we support your fitness goals is by striving to deliver excellent Customer Service. We understand that from time to time we might not meet your expectations. That's why we want to hear from you, so we can learn from our mistakes and continuously improve.
To provide feedback or discuss a complaint please speak to the Manager or Member Services Manager who will be on the gym floor providing assistance at scheduled times during the opening hours Alternatively you can contact our member services department by using the Contact Us form online.
7. CAN I FREEZE MY MEMBERSHIP?
Yes. If you're going away or need some time off we'll freeze your membership for just £5 a month at any time after your second month of membership. If you're recovering from an injury, simply provide a letter from your doctor and we'll freeze your membership for free whilst you’re unable to train. Just so you know, freezes begin on the 1st of each month and we require at least five working days notice to apply it. So if you were to tell us you'd like a freeze on 15th June, the freeze would start on 1st July, or if you were to tell us you’d like a freeze on 29th June, the freeze would start on 1st August. And frozen months don't count towards the length of your contract, so if you're 10 months into your 12 month contract and freeze for two months, you'll still have two months of your contract remaining when the freeze ends.
If you request to cancel whilst on freeze, we will still request one full monthly payment as your notice period. To arrange a freeze, or to find out when the next available date you can freeze is, please contact us via contact us form.
8. HOW OLD DO I HAVE TO BE TO JOIN?
Members must be at least 18 years old. If you are 16 or 17 years of age you can join but you must have signed parental consent.
9. HOW DO I BOOK A PERSONAL TRAINING SESSION?
You can find out more about your club's personal trainers in 60 minute session- or in the club. Once you've selected the trainer whose skills best match your fitness goal, you can book and pay for a session online in the shop area of the website.