FAQ Relating to Frozen Payments (Covid-19)
Dear Xercise4Less Gym Members,
Firstly, we hope you and your families are well, safe and staying positive in this current global pandemic.
On the 20th of March 2020 late in the day the Government instructed all UK gyms to close until further notice.
Our priorities during this time have been:
- Protecting our employees.
- Freezing all member payments as fast possible to ensure our members do not pay whilst we are closed.
- Creating a free online fitness service for our members to use to help them stay fit and well while we’re closed.
We also apologise for the delayed response to questions and below we have answered the most common questions we have received in the last few days.
FAQ - Questions Asked:
Due to the current COVID-19 Pandemic we were instructed by the Government to close all Xercise4Less Gyms on late on Friday the 20th of March 2020 and wont reopen until we are advised it is safe to do so.
- Members who have tried to Cancel pre & post 20th March
- Members who have tried to Freeze pre & post 20th March
- Members who have been debited before the freeze was fully processed
- My gym membership is in default / arrears
- Complementary / Free gym membership periods
- Getting in touch with Xercise4Less while gyms are closed if question not answered in points 1 to 5
FAQ’s Following Temporarily Closed Relating to Coronavirus (Covid-19)w
We want to reassure you that whilst our gyms are closed we will not be collecting any payments from you, and we will be in touch with you before your gym re-opens to inform you of your next payment date.
Whilst our gyms are closed we are unable to process any cancellations but should you wish to cancel your membership once we re-open, please contact us and we will process your cancellation with no further payments, fees, or notice due.
Please note that our ticketing system and email addresses will not be monitored until we re-open and will communicate with all members via these channels:
- Xercise4Less Online Gym Portal
- Mobile Fitness App – member community hubs
- Push Notifications
- Social Media
Thank you for your cooperation at this unprecedented time.
We have frozen all membership payments. We will be in touch as soon as we have further information but until then, please be assured your payments are frozen. If you would like a further freeze after we have re-opened the gym, please resubmit a freeze request.
We worked as quickly as we could to freeze all payments but due to the short notice given by the Government, some payments were already in submission. This means we were unable to stop this particular action from being processed by your bank or building society.
We sincerely apologise and hope that you can understand the unusual circumstances we were placed under.
To rectify this, we will ensure that once we reopen the gym you will not be charged for the first month, therefore still receiving what you’ve paid for.
Again, Please be assured you will not be charged again whilst the gyms are closed.
We communicated to our payment providers relating to all members who have fallen into arrears, default or now with a debit provider that no-one should be chased to make payment during this period. You should not receive further communication during this global pandemic period, please report it to us if this is the case using our ticketing system.
Any member who has just started or part way through a free gym membership period by referring friends and family to also become an Xercise4Less gym member. Your complementary period will be extended for reminding period of time once we re-open. We will communicate to you closer to re-opening.
Due to the global pandemic Coronavirus all member service enquiries should be submitted through our ticketing system.
Please bear with us in this unprecedented time, we want to help as fast as possible. If your question has already been answered using the above 1 to 5 points or our main FAQ area we will still aim to respond to your message in due course.
Please search our FAQ before submitting a ticket most common queries have already been answered.