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 13.01.2021

<B> The following FAQs should help answer some questions and explain what has happened to gym memberships impacted by COVID, along with what may happen over coming months. We’ll aim to update these regularly to provide the most recent updates possible.

Payment & Salary Deductions

<b>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.

Impact on Memberships due to enforced club closures

<b> I had selected a membership for the 1st January 2021 - what happened to this? 1st February Memberships My company only runs one annual enrolment window – will an extension mean I cannot renew?

Membership Freezes & Extensions

We are still building a picture of the gym’s plans for current closure periods. The discussions held with some of the major operators so far are illustrating that many will be treating the lockdowns in the same way they did previously, with the provision of an extension for the time lost. There may be some issues down the line whereby some memberships lapse before the month end and we are raising this with clubs so they can offer a solution to ‘bridge the gap’. Please note however, not every gym provided extensions as they offered alternative solutions to employees (online sessions, outdoor exercise classes, additional guest passes, membership ‘donation’ to help support the club) and some have developed their ‘alternative’ stance over recent months and in preparation for subsequent local/national lockdowns. We will be building a picture of club plans, they will likely communicate to their members and we can share further employee comms in due course.

Where extensions have been granted, these will occur automatically, you do not need to take any action to ensure this is put in place.

I had requested a membership to start 1st January 2021, just as the gyms went into lockdown, what will happen to my membership?

All memberships for 1st January 2021 were approved and processed in December, and so these will be set up by the gym as requested. Obviously, these are not able to be used from the time the gyms shut their doors, but your membership is still active and will effectively be frozen for the period of closure in the same way existing memberships would be.

I selected a membership to start 1st February 2021, is my membership live?

With the gyms currently shut, we are unable to set up any new memberships to start 1st February onwards. If you had requested a membership to start during this period, then unfortunately this will not be set up. You will be advised in time of the best way to sign up again once we know when gyms are re-opening.

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

With all gyms currently closed memberships have effectively been put on hold. You do not need to request a freeze to your membership during this period, you will only need to do this once gyms have re-opened if you still feel unable to utilise the membership.

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.

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 and extended closures

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. <b>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.

My gym was/is shut for longer

Some gyms took a little longer to put in place the required safety measures to protect members and therefore not all gyms opened as soon as they were allowed. If this is the case then we expect the gym to apply an additional extension to your membership to ensure the period lost due to closure is added onto the end, or they may contact you directly to discuss alternative options.

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.