4 June 2020

Coronavirus: A message to our members

To all our valued members,

Since we have been able to open up some of our Clubs outdoor areas, in line with government guidelines, it has been great to start welcoming so many of you back. We are continuing to work towards offering more outdoor activities, until we are able to open the Club fully, but as always, the health, safety and well-being of our members and teams is our first priority. Please be assured, we have introduced a number of additional measures to ensure we are providing the safest possible environment for everyone. If you would like to find out more, please follow the link.

Opening our outdoor facilities

Outdoor Tennis Courts - 77 of our Clubs with outdoor tennis courts are now open for racquets members to use, with strict measures in place to ensure the health and safety of our members and teams at all times. Please see below for a list of guidelines that must be followed by all members wishing to use our tennis facilities.

Outdoor Classes - Over 50 clubs are starting to roll out an exciting new outdoor group exercise timetable, with up to 90 classes a week available to choose from. Following government guidelines, class sizes will be restricted to 5 members, plus 1 instructor (in England). In Northern Ireland and Republic of Ireland classes will be restricted to 9 members plus 1 instructor. Please check out the Club's website or log on to the app to see their timetables. Classes include functional and bootcamp style workouts, along with some other favourites like Blaze, HIIT, Cycling, a Run Club, plus a range of fitness style Pilates and Yoga. The classes are being held beside the pools, on terraces and in other green spaces around the Clubs, so please come prepared for all weathers, as we are aiming to run all classes whatever the weather. The timetable has been structured to allow the instructors enough time to wipe down all kit between each class, using viricidal cleaning solutions that kill viruses such as Covid-19 in 60 seconds. All classes must also be pre-booked via the app. For more information, view the FAQs below, or click here to find out what will be available.

We’re still bringing you daily workouts, advice and fun for all the family, which is being delivered by our brilliant David Lloyd Club teams via David Lloyd [email protected], available free of charge to members via our David Lloyd mobile app. Please check the app for the most up to date timetable.

For help using the app, please visit our app FAQ page: https://www.davidlloyd.co.uk/mobile-app-faqs/

Thank you so much for your continued support and good wishes over the past weeks and months. To all our communities – our members and teams across the UK and internationally, and the many businesses of all shapes and sizes that we work with – we look forward to seeing you back in Club very soon.

Your team at David Lloyd Clubs

 

Your membership – Frequently Asked Questions:


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When do you expect to reopen the clubs?

In line with government advice, we have opened certain Clubs for outdoor tennis, but only where access is available without needing to enter the Clubs themselves. In addition, we are opening certain Clubs who are able to use their outdoor spaces to run a timetable of outdoor group exercises classes following the most recent government guidelines.

Which Clubs are will be running outdoor classes?

Currently 50 Clubs will running outdoor classes: Newbury, Oxford, Royal Berkshire, Solihull Cranmore, Cambridge, Colchester, Hatfield, Milton Keynes, Leicester Narborough, Basildon, Dartford, Kings Hill, Sidcup, Southend, Acton Park, Beaconsfield, Bushey, Enfield, Finchley, Gidea Park, Hampton, Northwood, Sudbury Hill, Beckenham, Cheam, Chigwell, Epsom, Kidbrooke Village, Purley, Raynes Park, Newcastle, Teeside, West Bridgeford, York, Cheadle, Cheshire Oaks, Chorley, Leeds, Manchester Trafford City, Warrington, Farnham, Poole, Ringwood, Southampton, Southampton West End, Woking, Worthing, Bristol Long Ashton, Exeter, Swindon.

How are you going to ensure social distancing in the outdoor classes?

There will be a maximum of 5 adult members allowed to book spaces in each class, plus the instructor. All classes must be pre-booked via the app and no ad-hoc attendance will be allowed. The instructor will ensure that any kit needed for the class is cleaned thoroughly after each class, using a viricidal solutions that kill viruses such as Covid-19 in 60 seconds, to ensure everything is as hygienically safe as possible. The instructor will further ensure each individual workout area is spaced out appropriately, ready for the class, so all members will have a clear designated area.

How are you going to ensure cleaning of the outdoor areas?

Every team member will be expected to complete a Covid-19 workshop, this will provide them with the information and training necessary to ensure they are fulfilling their obligations to keep themselves, our members and our teams as safe as possible. We will be supplying the teams with Personal Protective Equipment (PPE), as well as viricidal solutions and sanitisers, that kill viruses such as Covid-19 in just 60 seconds. The timetable has been designed to leave enough time between classes for us to thoroughly clean the kit, ready for the next class.

What will the classes and timetables be for each Club?

Each Club will have its own timetable which will be available to view via the Club website and on the app.

What do I need to do to attend a class or tennis court?

To avoid any disappointment please pre book your class or tennis court via the David Lloyd Clubs app as no ad hoc attendance will be allowed.

Where will the classes be held?

When you arrive at Club, there will be signage directing you through reception, where you will be asked to swipe your membership card and use the hand sanitiser provided, you will then be directed to where the Classes are taking place.

What will I need when I come for my class?

Please arrive at the Club in the clothes you will be working out in as the changing rooms will not be open at this time. As classes will be taking place outside, please come prepared for all weathers.

What is going on with my membership whilst the club is closed?

All memberships are frozen, and we will not be taking any payments or fees during the Club's closure unless you have specifically opted in to restart your membership at one of the Clubs offering payable outdoor activities.

I have an annual membership paid for in advance what is happening with that?

Our plan is to extend your annual renewal date when the Clubs re-open. We will contact you once the club is open. Your Home Club will be in touch to go through this detail with you personally.

I have emailed to freeze my membership or cancel my membership and have not had a response; do I need to do anything else?

All memberships are currently frozen, we will contact you once the Club is open, you do not need to do anything else at the moment, no payments will be taken during the Club’s closure.

I paid for products and services before the club closed how are you going to reimburse me?

This will apply to personal training, all-stars swimming lessons, all-stars tennis lessons all other prepaid products and services. Our plan is to extend the expiry date of your vouchers/sessions and all other prepaid products and services until after the Clubs reopen. We will contact you once the Club is open.

I have guest passes on my accounts. Will they still be valid when you reopen?

We will extend any existing guest passes when we reopen.

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

Please follow this link https://payments.davidlloyd.co.uk to make your membership fee payment.

Will you contact me before the clubs reopen?

Yes, we will be in touch with all members when we reopen.

How are you going to keep in touch with me?

We will be sending out regular emails, updates through the David Lloyd app and will be keeping our website up to date with everything members will need to know. Follow us on Facebook and Instagram.

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

Downloading the app is easy, just go to your devices App Store or Play Store, search for David Lloyd Clubs 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: https://www.davidlloyd.co.uk/mobile-app-faqs/

I do not have an email address associated with my membership account how are you going to keep me up to date?

The best way to keep informed is to register your details online at www.davidlloyd.co.uk or via the David Lloyd Clubs app.

When do you expect to reopen the clubs?

We need to follow the advice of the government and will open fully as soon as we are given permission by the government to do so , unfortunately we do not know an exact time frame.

Can I cancel my annual membership now and get a refund on the balance?

We will not be processing any membership requests during the Club’s temporary close period as all memberships are frozen. When the Club reopens, you will be able to request a cancellation through your home Club in writing via email.

My membership is due to cancel. Will this still be processed?

Even though some of the teams are working to provide an outdoor offering, most of the teams, including the membership teams are on furlough and are therefore not working to be able to process any cancellations currently. All requests will be processed when the Club reopens. Unless you have restarted your membership, all memberships will remain frozen, free of charge.

Will my children still be enrolled in their usual swimming/tennis classes, same day and time, when the Club reopens?

We hope that we will get back to how things were, but more information will be available from your Home Club when we reopen.

Please can I have a refund for my Reformer Pilates class?

All classes will resume as normal and the session you have missed will be credited to you.

Can you extend the expiry date on my PT vouchers due to the Club shutting?

We will ensure that all PT voucher expiry dates are extended when the club re-opens.

Can you extend the expiry date on my Guest Passes due to the Club shutting?

We will ensure that Guest Passes expiry dates are extended when the club re-opens.

I don’t want to continue with my membership past the initial term, which is 1st August, please ensure it is cancelled from this date as I don’t want it to continue

Your initial terms will be extended by the number of months the Club has been closed. However, if your circumstances have changed, please speak to one of the team when the Club reopens, and they will be able to discuss your options with you.

I am halfway through my 3-month notice period, what’s going to happen with my cancellation?

All memberships are currently frozen, your Home Club will be in touch when they reopen to update you on your membership status. Your notice period will start from the day you notified us of your cancellation request. If your membership is due to end while the Clubs have been closed, then your membership will end automatically and providing there were no monies outstanding, no further fees will be due.

I have paid up front for my P.T. in cash directly with the trainer, what should I do?

Please contact your Personal Trainer as we are unable to help you with any payments made directly to an individual outside of David Lloyd Clubs.

I emailed my Club with my cancellation and haven’t heard back?

We are sorry to hear this, all memberships are currently frozen, but your Home Club will be in touch when they reopen regarding your membership status. We will not be collecting any membership fees whilst we are closed.

My employer is paying my membership through GymFlex, what should I do?

We will extend your membership with us through GymFlex, but, if you have any questions about payments, then you would need to talk to your employer.

I am a Platinum member, what is happening with my guest passes?

You will continue to receive your monthly Platinum guest pass when your membership is re-activated. Any guest passes held on your account when the Club closed will be extended when they reopen

I am waiting for a refund

Our Clubs are closed, and we will be unable to process any refunds at this time. Your home Club will be in touch when they reopen and will be able to help you with any outstanding payments. Even though some of the teams are working to provide an outdoor offering, most of the teams, including Head Office teams are on furlough and are therefore not working to be able to process any refunds currently. Your Club will be in touch when they reopen regarding any outstanding refunds due.

How do you process my personal information?

Any personal data we collect from you is treated in accordance with the David Lloyd privacy policy - https://www.davidlloyd.co.uk/policy/privacy-policy

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Tennis - Guidelines and Frequently Asked Questions:

At which clubs will outdoor tennis courts be open and available to use?

Outdoor tennis courts will be available for use at the following clubs:

From Saturday 16th May: Sunderland, Harrogate, Kings Hill, Enfield, Finchley, Northwood, Sudbury Hill, Hampton, Bushey, Cheam, Beckenham, Speke, Manchester North, Chorley, Cheadle, Hatfield, Newbury, Oxford, Solihull Cranmore, Coventry, Bromsgrove, Bristol Long Ashton, Farnham, Southampton, Woking and Poole.

From Wednesday 20th May: Lincoln, Manchester Trafford City, Peterborough, Southampton West End, West Bridgford, Purley, Cheshire Oaks, Bristol Westbury, Birmingham, Milton Keynes, Newcastle, Teesside, Epsom, Hull, Sidcup, Raynes Park, Belfast and Leicester Narborough.

From Saturday 23rd May: Dudley, Royal Berkshire, Cambridge, Norwich, Heston, Ringwood, Southend, Eastbourne, Swindon, Basildon, Bolton, Knowsley and Warrington.

From Wednesday 27th May: Gidea Park, Acton Park, Exeter, Leeds

From Friday 29th May: Aberdeen, Dundee, Edinburgh Corstorphine, Glasgow West End, Edinburgh Newhaven Harbour, Glasgow Renfrew and Glasgow Rouken Glen.

From Wednesday 3rd June: Kidbrooke Village and Worthing

From Monday 8th June: Colchester, Dartford and Beaconsfield

Who will be able to access the courts?

Courts will be available for members on membership packages that normally have access to racquets facilities.

When using the tennis courts, we ask that you adhere to the following guidelines:

  • All court bookings must be made via the mobile app.
  • Use the mobile app to check which club and which courts are available. Please note, courts will only be bookable at certain times and availability corresponds with that shown on the mobile app.
  • Book your court before turning up. You will not be able to turn up and play.
  • Courts are available for members on platinum membership packages (or equivalent) that normally have access to racquets facilities.
  • Sessions will last 1 hour, with 50 minutes on court and 10 minutes of turnaround time to ensure the safety of those entering and exiting the court.
  • Maximum of 4 players per court, doubles is now permitted (only in England). Singles in Scotland, Northern Ireland and Republic of Ireland.
  • Avoid changing ends or change at opposite sides on the net.
  • Only adults members and children 14 and over will be allowed to play.
  • We will not be offering group coaching until further notice.
  • Please maintain social distancing, 2 meters at all times.
  • Please don't shake hands or have any physical contact with other players.
  • Bring your own equipment: racquets, marked balls etc.
  • Arrive changed and ready to get on court as there are no changing facilities.