Customer Guidelines + FAQs

For full Terms & Conditions please click here

 

  • What types of membership do you offer?
    We offer a wide range of memberships for both adults and children which can be paid via Direct Debit or, in some instances, annually. There is also a 7 day membership which can be purchased online only. Please click on the link below for further information: https://www.activenl.co.uk/packages-and-pricing/membership-prices
  • Is there a contracted period of time?
    The monthly Direct Debit membership is only a 30 day commitment. Annual memberships are valid for 12 months and are non-refundable.
  • What’s included in the membership?
    Memberships include unlimited access to gyms, fitness classes and swimming pools across all Active NL venues. The membership includes a gym induction and personalised programme with a member of our qualified gym team. Please note, restrictions may apply within venues where Single Club memberships are available. Access to the Health Suite (sauna, steam room etc.) can be added to your membership for a one-off payment of £15.00. Included In Your Monthly Fee: - Over 800 Fitness Classes - 8 Swimming Pools - 12 Gyms - Gym Induction - Personalised Training Programme
  • Is there a joining fee?
    There is a £15.00 set up fee per person when signing up for a monthly Direct Debit membership. A pro rata payment would also be payable at the time of joining. Pro rata payments cover the use of your membership until your first Direct Debit. A £10.00 set up fee also applies when enrolling in the Learn to Swim and Sport Development Programme.
  • How do I join?
    If you would like to join you can do this via our Active NL app or website http://www.nlleisure.co.uk/, within any Active NL venue or by calling the Membership Office on 01236 341969.
  • What do I need to bring along when I join?
    Please bring along payment for your pro rata + £15.00 set up fee and bank details. If you are entitled to a discount, proof of eligibility is also required. Corporate members will need to provide a name badge or wage slip. Passport to Leisure members will need to provide proof of entitlement in the form of a recent award letter or bank statement dated within the last 3 months.
  • Junior Gym Restrictions (11-16 years old)
    11 - 13 year olds can only use cardio machines. Under 16's must be accompanied by an adult after 6pm. 12 - 15 can attend non weight based group fitness session (after 6pm they must be accompanied by an adult). 14 year olds and up can use cardio and fixed resistance machines. 16 and above can attend any weight based group fitness session and also use free weight areas within gyms. 11 year olds only have access to the gym and NOT fitness classes.
  • What happens if I miss a payment?
    We know that a payment can be missed for many reasons and normally NLC will simply send a second request to your bank or accept a payment over the counter.  We don’t believe in unnecessary fees but in some limited circumstances charges will be applied.  These help to keep our membership rates down and ensure all of our membership terms and conditions are met.  To find out admin charges and how to avoid them, please click here.
  • Cancellations
    As also outlined in the Terms and Conditions, 30 days’ notice of cancellation is required. Please note that insufficient notice may result in a further payment being withdrawn. NB. Notice of cancellation is actioned from the date the written request is received at the Active NL membership office. Annual memberships cannot be cancelled or refunded. Cancellations can be requested via email to activenl@northlan.gov.uk or by calling the Active NL Membership Office on 01236 341969.
  • Can the Direct Debit date be changed?
    Unfortunately, we are unable to amend the date that payments are debited. Memberships are debited on the 5th of each month and lessons are debited on the 20th of each month.
  • Am I entitled to a Corporate Membership?
    Please click on the link below for a full list of corporate companies: https://www.nlleisure.co.uk/corporate-membership/organisations
  • How can the company I work for receive the corporate rate?
    There must be 10 or more employees who wish to become Active NL members. Please call the Active NL Membership Office on 01236 341969 and a member of the team will pass your contact details to our Sales Advisor to arrange a meeting to discuss this further.
  • Fitness Class Bookings
    For online bookings please register your details here: https://www.nlleisure.co.uk/membership/class-booking Fitness classes can be booked up to 7 days in advance via the Active NL app, website or by calling your preferred venue. Please quote your Active NL membership number. 24 hours’ notice is required to cancel any booking, failure to do this will result in booking privileges being withdrawn.
  • Reception
    All customers must ensure their membership fob is swiped on entry either at reception or, where applicable, when using the gates.
  • Amendments
    Amendments to your subscription (e.g. adding a second person to your subscription) can be done with a Customer Service Advisor at any Active NL venue or by contacting the Membership Team on 01236 341969. Bank details can only be amended over the phone with the Active NL Membership Office or by completing a paper mandate within your chosen venue.
  • Lost Cards
    Please inform reception as soon as possible. A charge for a replacement card will be made at the appropriate rate.