Frequently Asked Questions

Yes classes and swim sessions must be booked via our app or website.

Gym session do not need to be booked.

However before you make a booking please read our Attending Sessions Guidelines and our booking terms and conditions. 

When members follow our booking guidelines, it helps ensure that all members have a fair opportunity to attend our sessions. In today’s challenging climate, we also have a responsibility to operate as efficiently as possible.

We however understand that unexpected situations can arise. For this reason, we allow up to 4 booking violations a month before a 30-day advance booking ban is applied. We believe this is a fair and reasonable approach that balances flexibility with fairness to all members.

Please note that these bans are automated by our system and cannot be removed by our Customer Service Team. While this is not a decision we take lightly, it is important to ensure consistent adherence to our guidelines so that all members can benefit equally.

A few minutes after joining you will be sent a welcome email which details your Member ID. You can then use your Member ID to log into our app. Once you have your Member ID, go into the app and click on “forgotten my password”. Put in your Member ID and you will receive an email with a link in to reset your password. Please note: Your Member ID is not your card number.

Yes If you have joined at home on a 12 payment contract membership in accordance with the Consumer Contracts Regulations 2013 you are entitled to cancel your contract within 14 days of joining.

However, if you cancel during this period, you will be required to pay for any usage during this period, to calculate this we use the £15 guest fee rate for each visit.

If you wish to cancel email: contact.centre@kal.org.uk, or complete the cancellation form within 14 days of entering into the membership contract stating your decision to cancel.

Please do not cancel your Direct Debit until we have confirmed your cancellation via email, as this could affect your access to the centre or result in additional fees.

You must have completed your minimum contract period, before you are eligible to cancel your membership. Once you have made the required number of payments, you can cancel by simply emailing us with 30 days’ notice.

Under contract law, early cancellation is only permitted for one of the following reasons:

• Redundancy
• Medical reasons
• Relocation (more than 15 miles from a KAL centre)

If you believe you meet one of these criteria, there is specific documentation you will need to provide. Please email us at contact.centre@kal.org.uk, and we will send you full details of the proof required.

Please note: Until your cancellation request has been reviewed and formally accepted, you remain liable for your membership fees, including giving the required 30 days’ notice.

Please do not cancel your Direct Debit until we have confirmed your cancellation via email, as this could affect your access to the centre or result in additional fees.

We’re sorry to hear that you’ve decided to end your KAL membership.

If you are a monthly member or have completed your minimum contract period, you just need to email our Customer Service Team at contact.centre@kal.org.uk, giving 30 days’ notice.

Please do not cancel your Direct Debit until we have confirmed your cancellation via email, as this could affect your access to the centre or result in additional fees.

For members paying by Direct Debit Freezing is from 1st of the month.

Members are able to freeze their membership for up to 3 months each year (Jan-Dec) free of charge. We require 30 days notice by completing the freeze request form on the contact us section of the website. Whilst on freeze you cannot use the centre’s.

Only Fitness members can freeze, freezing is not permitted on Junior memberships or lesson based classes.

In return for benefiting from a discounted rate you are required to make a minimum of 12 full Direct Debit payments.

Please note, your initial payment made at the time of joining or any free /discounted payments (including monthly ones) do not count towards your contractual payments. You are required to make 12 Full Direct Debit payments

Yes, if you freeze your membership your contract will be automatically extended for the period you freeze for. Any period of non-payment or freeze does not count towards your number of contracted payments.

All contract memberships require members to make a minimum of 12 payments.

If you have cancelled your Direct Debit in error, please email our Customer Service Team at contact.centre@kal.org.uk with your account details so we can reinstate your Direct Debit.

Please email our Customer Service Team at contact.centre@kal.org.uk with your new details and we will update your record. It is very important that you keep your details up to date as we will always communicate with you via email.

Please call KAL Customer Service on 01484766131 option 5.

KAL recommend that you contact Breathing Space which is a Government scheme that offers help and advice to people in debt. They can also arrange to freeze charges, so you do not incur any further fees.

If you are struggling to make your monthly payments, please contact us at contact.centre@kal.org.uk soon as possible.

All members are permitted to freeze their membership for up to 3 months within a 12-month period.

Please note that we are unable to freeze a membership once it has gone into arrears — any outstanding balance must be settled first.

If your email address is linked to numerous accounts, you will need your membership ID number. When requesting a password reset you will need to enter the ID number of the account you wish to set the password on.

Do this for each account that the email address is registered to but set a different password for each account.

You will then be able to log in with the email address and the different passwords for each account and book your sessions.

SHAPE is a safe and effective workout plan to help support you in your fitness journey.
KAL Fitness members can take advantage of one of our workout plans. They can choose from: Build, Cardio, Core, Lean and Strength. They all have three levels to choose from: beginner, intermediate and advanced. All you need to do is pick up a workout plan when you visit the gym and give it a go!

KAL offer all our members an orientation to instruct you on the safe use of the gym equipment. We strongly advise you to undertake this. This can be booked via reception or online prior to you starting to exercise in one of our centres.
You decline an orientation at your own risk.