GymFlex: COVID-19 FAQs and General Information

We understand that many of you have questions over your gym membership arrangements and how things will be handled as the industry begins to reopen.

GymFlex: COVID-19 FAQs & General Information

Updated 01.10.2020

We understand that many of you have questions over your gym membership arrangements and how things will be handled as the majority of gyms have reopened now. Gyms in England, Northern Ireland, Wales and Scotland have now all been given the green light to reopen, and most have successfully opened their doors and welcomed members back over the last few weeks. We're aware there are a few exceptions to this where gyms have taken a little longer to put in place the stringent safety measures to protect staff and members, and in these cases, we'll continue to monitor and update on the situation. The following FAQs should help answer some questions and explain what may happen over coming months. We’ll aim to update these regularly to provide the most recent updates possible.

Payment & Salary Deductions

How does the payment work for GymFlex? I’m on furlough - what does this mean for my payments? I’m being made redundant or leaving my company - what happens?

Payment & Salary Deductions

How does the payment for GymFlex work?

Your gym membership is an annual paid upfront agreement. Your company has purchased this for the year and recoups the cost back via your salary each month. GymFlex is not responsible for your salary deductions: these are made by your company in line with the salary exchange agreement you committed to when selecting the benefit.

The majority of companies have continued with payroll deductions during this time. Therefore, you’ll stop paying after the consecutive 12 months but will have gym access until the end of your extension (see next page). However, if your company has frozen your payments then please expect these to recommence in line with the memberships being reactivated.

I’m on furlough - what does this mean for my payments?

This needs to be discussed with your employer as GymFlex is not responsible for your salary deductions.

I’m being made redundant or leaving my company - what happens?

The arrangement with anyone leaving their company is for the membership balance to be deducted from your final pay. This will allow you to continue accessing the gym with the GymFlex discount until the end of your extended membership term. If you are facing redundancy then we’re sorry to hear this, your redundancy package will be advised by your employer.

Membership Freezes & Extensions

What if the freeze period is not a clear 4 months? What if my membership was due for renewal during this time? I had selected a membership for the 1st April - what happened to this? My company only runs one annual enrolment window – will an extension mean I cannot renew?

Membership Freezes & Extensions

All live memberships were frozen for the period of time in which the Government enforced closures - they will be extended by the period of closure. Many clubs have had to action the extensions manually and were only able to do so after the Government announcement. There have been a few disruptions with access as a result of memberships deactivating during this period but the gyms are rectifying this as quickly as possible.

Whilst extensions will be honoured by the majority of gyms, your gym may choose to offer an alternative solution throughout the closure period. It will therefore be at the discretion of your gym as to how you will be reimbursed for the time lost.

What if the freeze period is not a clear 4 months?

Gyms are planning for this scenario and varying offers will be made available to ensure employees are not missing out. It’s likely your gym will contact you directly over these arrangements and subsequently update GymFlex with any new renewal dates.

For the UK and Northern Ireland extensions are being processed to extend a renewal date by 4 months.
In Wales gyms were reopened from the 10th August; membership extensions will be for a 5-month period.
In Scotland gyms were permitted to open from the 31st August; membership extensions will be for a 6-month period.

If there are any alternative arrangements to the above then GymFlex will advise accordingly.

You do not need to take any action to ensure this is put in place.

What if my membership was due for renewal during this time?

If you have a monthly enrolment, you’ll be able to renew your membership after the extension has finished. For example, memberships expiring at the end of April will be extended to end in August. You can therefore renew in August for your membership to be effective from the 1^st September.

I had selected a membership for the 1st April - what happened to this?

All memberships selected for the 1^st April unfortunately needed to be cancelled.

My company only runs one annual enrolment window – will an extension mean I cannot renew?

GymFlex is working on finding solutions to accommodate this issue. We’ll be liaising with your company on the next steps and you’ll be updated in due course.

Continuation of Membership Freezes/ Local Area Lockdowns

Continuation of Membership Freezes/Local Area Lockdowns

Some gyms are offering an extension to the membership freeze to accommodate those who might not be ready to go back straight away due to school holidays or personal preferences. To extend your freeze for a little longer, then please request this on the GymFlex website (form at the bottom of the page).

Alternatively, if you have already had an extension agreed then your new GymFlex expiry date will be updated in due course. Any GymFlex communications regarding the extension reflect the 4-month period of forced closure.

We’re hoping it might not need to happen but there is a chance we’ll see some further local area lockdowns: if this occurs then gyms will advise on their closures and the relevant extensions once more.

Gym Safety

Your club will advise you on the measures they are taking to keep you safe. There may be some changes to the way your gym needs to operate. Please support your gym by adhering to their recommendations and rules. It’s likely that you’ll see reduced class numbers, restrictions on showers and some machinery out of action in order to maintain social distancing.

We would like to reiterate that hygiene measures are significant. This guide highlights some of the main steps the leading gym chains have put in place to keep everyone safe. However, if you’re not quite ready to go back yet and you’d like to extend your freeze for a little longer the please request this on the GymFlex website (the form at the bottom of the page).

If you’re renewing your membership, please do ensure you’re clear on what your gym is offering as the membership selection will be for a further 12 months.

GymFlex Availability

When can I select again? I’ve tried to visit my gym but they said my membership has expired during lockdown?

GymFlex Availability

When can I select again?

Many clients have reopened their benefit window for GymFlex in September for October effective memberships. We are still working through plans with some clients.

I’ve tried to visit my gym but they said my membership has expired during lockdown?

The gyms have had to manually update all membership extension dates. A membership system has never needed to make mass updates of this kind and it’s provided a few more challenges than they would have hoped for. Most gyms now seem to have updated their systems but please do contact GymFlex if you have any problems accessing your club.

Cancellations

Cancellations are limited as GymFlex memberships are typically non-cancellable.

An important point to note: your gym membership selection required you to agree to your employer salary exchange and the gym’s terms and conditions.

Any cancellation request must be submitted by email to GymFlex who will liaise with your gym to seek approval from them. The gym holds the final decision.

Some general guidance to help facilitate any cancellation requests follows:

Submit your cancellation request to your company (with the exception of Benefex and Aon clients for whom GymFlex will handle all queries). If your company approves your request, they’ll share it with our team via Info@GymFlex.co.uk. Accompanying evidence must be included:
- Medical cancellations require a doctor’s note which states you’re unable to exercise or a copy of your NHS shielding letter.
- Relocation requires proof of your move, either new home address or a letter from your company to confirm your work relocation. Note that gyms who allow cancellation due to relocation normally have a minimum move distance. Additionally, should your gym have another club within their chain which is nearer your new location then a club transfer will be provided.
- If your gym has allowed you to cancel for another reason due to amends in their T&Cs you must share this with us in writing so we have the accompanying evidence from the gym to process this request.

Allow us some time to manage everything. Please remember there are numerous parties involved with the setup of your membership and due to COVID there is a backlog of queries. We will address everything as soon as possible but there may be some delays handing requests. We do apologise and thank you for your patience.

Only once GymFlex has received confirmation of the cancellation from your gym will your company be in a position to stop your payroll deductions.

Please note that cancellation processing incurs a £25 admin charge. GymFlex will retain this from the balance returned from the gym.

Membership Transfers within Chains

We’re seeing that a lot of gyms are opening up their access to multi-club to provide some more flexibility around where people can work out. Check if there are other clubs in your area which may be accessible and review your gym’s policy on multi-site access. If your club hasn't offered wider access and you need to request a branch transfer within your chain, please get in touch so we can assist with this process.

What if my gym isn’t opening?

Sadly, there may be gyms that do not open their doors again and GymFlex will seek to obtain refunds. If the club has gone into administration, there is a process for GymFlex to follow to try to recover the funds from the appointed administrator, this is not always a quick or simple process but we will take the necessary steps. Historically, we have often seen gyms taken over by a new operator, so along with the Government support provided to businesses during this time, we are hopeful that we won’t see too many permanent closures. Unfortunately, we've already seen DW Fitness suffer from the effects of the COVID. We're currently seeking a list of the 29 affected clubs and details of the appointed administrators to which we will apply to recover funds.