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 announcement, all Harbour Clubs are now temporarily closed until further notice. 

Membership information

What is happening with my membership?

All memberships will be frozen, free of charge until the Clubs reopen. Your membership will automatically be frozen, for free. There is no need for you to do anything. We will not collect any further fees during December.

I am within my initial term, what will happen to my membership?

If you were still in your initial term on 19th December 2020, then this term will be extended by the period the Club is temporarily closed for.

What will happen to my annual membership renewal date?

If you have an annual membership, your membership will be extended by the period the Club is temporarily closed for.

My membership was due to end 1 January - what will happen now?

When the Clubs reopen, we will extend your cancellation date for the number of days you have remaining on your membership to enjoy the remainder of your membership.

Will I be able to contact anyone whilst the Club is closed?

We will have a very small team available during the period of closure, with the majority of the teams being furloughed, but if you need to contact us please email the Club’s generic email address <clubname>@harbourclub.comand one of the team will be in touch as soon as possible. It may take a little longer than usual to receive a reply, but we will get back to you, please don’t send in multiple emails as we will be replying to all emails in the order they have been received and sending multiple may increase the time it takes for us to get back to you.

I want to cancel my membership, what should I do?

We are really sorry to hear that, please email the Club on <clubname>@harbourclub.com and one of the team will get back to you as quickly as possible. It may take a little longer than usual to receive a reply, but we will get back to you, please don’t send in multiple emails as we will be replying to all emails in the order they have been received and sending multiple may increase the time it takes for us to get back to you, but don’t worry, we will take the date of your first communication to process your request.

I have cancelled my direct debit as I don’t want to pay until the Club reopens. Is this a problem?

We would rather you didn’t cancel your direct debit as this makes managing your membership more challenging and could result in your membership going into debt. If you have cancelled your direct debit, please would you reinstate this instruction with your bank as soon as possible. Please also ensure that your email address is up to date, as we will not take any monies without informing you in advance. 

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.