Stay safe, stay active

Membership FAQs

Image of man and woman playing tennis at Harbour Club Chelsea

Thank you for your continued support and good wishes over the past weeks and months, we are delighted to have reopened our Clubs. See below for a list of frequently asked questions about memberships, products and services.

Membership FAQs

Suspensions

Pre-paid products and services

Guest Passes

Group Exercise

Other Questions

Membership - Frequently Asked Questions

When will my membership restart?

Your membership will reactivate on 25/07/2020 and you can start using the club from this date. We are pleased to confirm that we will be applying a 10% discount to all memberships for the last few days in July and all of August. This is following the government news that we can reopen our Clubs (in England) from 25/07/2020.

What will happen to the date of my annual membership renewal?

We will extend the renewal date of your membership and any associate memberships by the number of full calendar months the Clubs have been closed for, which will be 4 months, so you are not impacted by our closure. If you choose to extend your membership suspension further, as an annual payer we will request full settlement of the 25% monthly suspension fees at the time of processing.

How does the 10% discount for the last week of July and the month August benefit me as an annual payer?

As annual memberships are being extended by 4 full calendar months, annual members are receiving the 7 days in July as free membership. In comparison to the 10% saving for monthly payers, which represents slightly greater value.

What will happen to the end date of my life membership?

We will extend the end date of your membership by the number of full calendar months the Clubs have been closed for, which will be 4 months, so you are not impacted by our closure.

I am still within the initial term for my membership, what will happen?

We will extend the initial term applicable to your membership by the number of full calendar months the Clubs have been closed for, which will be 4 months.

I have a question about my membership – who do I contact?

Please contact your Club team, the best way to reach them is by email, which you can send to {clubname}@Harbourclub.co.uk. Please keep a note of the unique case number that you will receive.

I am not ready to come back yet, what are my options?

We have been listening to our member feedback and understand that some of our members may not be ready to come back to the Club straight away. Any members wishing to continue with a membership freeze just need to let us know and we will offer this free of charge until the 1st September. After which the usual 25% suspension charge will apply.

A free suspension for members is of course, always available if you have any medical condition that is preventing you from exercising and that you can evidence.

However, if you have any concerns then your Club will be able to advise you of you the options available.

Please contact your Club on {clubname}@Harbourclub.co.uk, who will be able to discuss all the options available with you.

I emailed to cancel my membership when the club closed / during the Club’s closure, why haven’t you processed this request?

Whilst our Clubs were closed almost all the Club and Head Office teams were furloughed and unable to respond to any emails as they were not working. All memberships were frozen, free of charge and no changes requests were processed during the Club’s temporary closure. We are restarting memberships following the Government update that we can now reopen our Clubs. Our Club teams are now available to help and will be able to process your requests. We will use the date that you first contacted us as the point of notification, so any notice to cancel will take effect as usual, from the 1st of the following month. If we received your notice to cancel before the 4th of the month we will start your notice period from the 1st of that month.

I contacted the Club to cancel my membership whilst the Club was closed, why are you holding me to a notice period?

Whilst memberships were frozen, free of charge and no money was taken during the close period, our usual terms and conditions still applied. You will not have been charged nor will you be charged for the months of your notice period that the club was closed for.

How will you be helping us if we cannot get to the Club as often?

Existing members still have complimentary access to [email protected] through the app, so the days you are unable to get to your Club you can continue to enjoy the variety of live and on demand classes available.

I don’t have the Harbour app how do I go about getting it?

Downloading the app is easy, just go to your device's App Store or Play Store, search for Harbour Club and click download. You will find a simple step by step guide to follow, which will help you with the initial registration and then how to navigate the app. You will need your membership number, which is the number on the left of your membership card, and you will also need your email address to register. For help using the app, please visit our app FAQ page.

Problems or questions about using our mobile app for streaming live and on demand content? Please click here 

I owe some money for my membership - how do I make that payment?

Please follow this link to make your membership fee payment.

I am halfway through my notice period, what’s going to happen with my cancellation?

All memberships will be restarted when we reopen and you will be charged your usual membership fee for the remainder of your notice period when the Clubs are open.

How do you process my personal information?

Any personal data we collect from you is treated in accordance with the Harbour Club privacy policy.

I have contacted the Club and am still waiting for a reply

We continue to have a limited number of team members who have returned to work and are responding to members who have contacted us in order, as quickly as possible. We appreciate this is taking slightly longer than usual but ask you to please bear with us, we will reply as soon as we can.

 

Suspensions

Can my membership remain on freeze – will I be charged?

We have been listening to our member feedback and understand that some of our members may not be ready to come back to the Club straight away. Any members wishing to continue with a membership freeze just need to let us know and we will offer this free of charge until the 1st September. After which the usual 25% suspension charge will apply.

A free suspension for members is of course, always available, if you have any medical condition that is preventing you from exercising and that you can evidence.

However, if you have any concerns then your Club will be able to advise you of you the options available.

Can I freeze for medical reasons as I have not been well?

A free suspension is available if you have any medical condition that is preventing you from exercising and that you can evidence.

 

Pre-paid products and services

My membership is now cancelled but I am owed a refund for PT/Kids party/Spa treatments. What can I do?

Please email your Club at {clubname}@Harbourclub.co.uk who will handle this for you.

My kids missed their All Stars sessions how are you going to credit me?

Please let us know about this when making your next All Stars booking and we will deduct this credit from the charge.

What credit / how long will my PT Voucher be valid for?

All personal training vouchers have been extended until 30th September 2020.

Guest passes

All guest passes that expired during the Clubs' closure will be extended until 31st December 2020.

 

Group Exercise

Why is there a reduced class timetable?

We have selected classes that use a minimal amount of equipment to reduce any cross contamination. The classes selected allow us to make sure members can easily remain in a designated space and stay a safe social distance from each other, as well as the instructor. We’ve also updated the class descriptions in our mobile app to make sure members know what to expect when booking and attending classes.

Why are the classes only 30 or 45 mins long?

We’ve made the decision to alter our timetable to ensure we have enough time between each class to carry out our thorough cleaning procedures. It also means we can run more classes throughout the day, giving everyone a chance to enjoy a class.

Why are there no or limited Les Mills classes?

The additional health and safety measures we’ve put in place mean that we can only offer a limited number of classes each day. We’ve reviewed our most popular classes and selected ones which we can customise to fit a shorter format, and which allow members to follow social distancing guidelines. Our class timetable includes: Blaze, Rhythm, Battlebox and BodyPump.

How are we keeping our members safe?

We'll be carefully managing the capacity of our classes and are asking members to pre-book their space for every class via our mobile app.

We have set up our studios to ensure that all equipment is spaced at least 2.5 metres apart, with social distancing markings in place to help members keep apart.

We are cleaning all equipment and accessories using a fully viricidal disinfectant cleaner, certified to kill enveloped viruses within 60 seconds. To allow time for thorough cleaning there is also a minimum of 30 minutes between each class. Where possible, we’re locking studios between classes so kit remains sanitised and clean ahead of the next session.

We’re unable to loan any equipment such as MyZone belts and boxing gloves until further notice, but you can purchase these items in the club. We’re also asking members not to bring sweat towels into the studio.

To protect our team members, class instructors will bring their own microphone muff to minimise the risk of transmission.

Other Questions

Why are you letting new members join when the club is restricted to existing members?

We are aware that our Clubs have varying capacity available - however we will be continuously monitoring this and we will review our decision if necessary.

Was anyone been maintaining the facilities whilst the Clubs were temporarily shut?

Yes, while the Clubs were closed the regional maintenance technicians were routinely visiting each one to perform statutory and regulatory inspections and testing, along with general maintenance activities, to ensure the standards were maintained ready for the Clubs to fully reopened.

Will you notify me if I you think I may have come into contact with a person who has tested positive for Covid-19 whilst at the club?

We are fully complying with all government advice regarding this, supporting the government's track and trace system.

Will the club close again if a member who has visited the club tests positive for Covid-19?

We will fully comply with all government advice regarding how to proceed in such a scenario.

What happens if my club is in an area that has a local lockdown?

We will follow both the government and local authority advice if this happens and keep all of our members fully informed.

How are you going to ensure you monitor how many people are in the Clubs at any one time?

We are trialing a specific counting technology that will keep a record of how many people enter and exit the Clubs. Initially we are doing this in a handful of Clubs and if it proves successful, we will look to roll this out elsewhere. In the meantime, the Club teams are monitoring how many people are entering and exiting the building.

Are changing rooms open?

Yes, changing rooms are open, with showers and toilets in use. We have taken every other locker out of use to allow for social distancing. We do however, encourage all members to come fully dressed for the activity they are going to participate in.

 

Still can't find what you're looking for?

Stay safe, stay active

If you are planning a visit to a Club, please keep the following in mind:
  • We are closely following government guidelines and working with UKActive, and we will amend our procedures in line with any changes to regulations.
  • Please do not come to the club if you feel unwell and let us know if you or anyone in your household develop Covid-19 symptoms.
  • Help keep yourself safe by wiping down equipment before and after use and washing your hands frequently.
  • Do not remove cleaning materials/hand sanitiser from the Club.
  • Please bring your own towel, yoga mat and water bottle.
  • Please keep social distancing in mind at all times, and leave plenty of space between yourself and other members.
  • Download the David Lloyd mobile app - you'll need to use it to book all classes, courts and kids classes.
  • Please be patient, polite and observe all notices, but of course if you have feedback for us please directly contact us.