Stay safe, stay active

Membership FAQs

Image of man and woman playing tennis at Harbour Club Chelsea

See below for a list of frequently asked questions about memberships, products and services.

Response to Government guidelines

     > Membership FAQs

NHS Test and Trace

Other Questions

Response to Government guidelines


Temporary Club Closures and Reopening information

Following the recent UK Government, we will reopen all Harbour Clubs from Wednesday 2 December 2020. We have contacted all members to let them know.

Tier Restrictions

Tier 2

All Harbour Clubs are subject to Tier 2 restrictions. Clubs that lie within regions subject to Tier 2 restrictions will generally operate as normal after the first lockdown, with measures in place to ensure the safety of our members and team members is maintained.

Clubrooms will operate as a restaurant setting, with table service in place. Last orders for food & drinks will be at 10pm, and alcohol can only be served with a substantial meal. There should be no mixing of households within the Clubroom. Any takeaway orders must be made over the counter and be made whilst wearing a face covering.

If you wish to use a racquets court, indoor courts are only available for singles play or for pairings from the same household or bubble.

Membership information

When will my membership restart?

Your membership will reactivate on 02/12/2020 and you can start using the Club from this date.

When will my next payment date be and how has it been calculated?

As our clubs have been closed for 27 days and November direct debits were collected in full, your December direct debit will be prorated, equivalent to 4 days of membership. We will collect your direct debit on 31 December 2020, rather than the 01st or 2nd December. Your January direct debit will revert to normal and will be collected on 4 January.

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 period the Clubs have been closed for. 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.

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

If you were still in your initial term on 5 November then this term will also be extended by the period that the club was closed.

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.com. 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?

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. Otherwise normal suspension fees apply.

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

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. 

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 3-month 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. 

Are you still going to offer your online and app-based exercise content?

Yes!

The feedback from members about both our on demand classes, live streaming and training tips has been that it is a brilliant addition and really positive so, we will continue to offer for existing members free of charge going forward.

Our on demand classes are available right now and as soon as we can, we will get our live broadcast classes on the timetable.

I don’t have the Harbour club 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

 

NHS Test and Trace

We are required to display the official NHS COVID – 19 QR code poster at the entrance of each of our Clubs to support the NHS Test and Trace system.

The government has asked many venues to do this and in our case, it is so that members, visitors and our teams entering our Clubs can use this code to “check in” their attendance at our Club, on the NHS COVID – 19 App as part of the NHS Test and Trace, you will see these codes at many different locations.

If you do choose to use the code and “check in” you will need to have downloaded the NHS COVID-19 App from the App store or Google Play and scan the QR code using the app and the code on the poster at the Club when you visit us.

You will still need to swipe your membership card as usual to enter the Club, as there is no direct link from the NHS Test and Trace to our own systems.

 

Other Questions

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

Yes, whilst the Clubs were closed maintenance technicians were routinely visiting each of the Clubs 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 reopen.

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 are fully complying 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.

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. Changing room capacity is also reduced. The capacity of each club’s changing rooms will be displayed for you to see.

Do I need to wear a face covering when visiting the Club?

Face coverings are currently only required when using the Clubroom (food and beverage) areas, however once seated, and eating or drinking, face coverings are not required.

All team members will be wearing face coverings in club and we encourage all members to also wear a face covering in all communal areas, other than when exercising or when eating and drinking in the clubroom. You are of course, welcome to wear a face covering in any area of the Club should you wish to do so.

Where we are operating a table service in Clubs, all orders for food and drink that is to be consumed in the Club are taken at the table, so please take a seat or allow our teams to guide you to a seat and we will pop over to take your order.

If you are purchasing items to take away, a face covering should be worn during the selection and purchase of the item.

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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.