Customer Guidelines + FAQs

For full Terms & Conditions please click here

For Pitch Booking Terms and Conditions 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:

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  • 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 £25.00. Included In Your Monthly Fee: - Over 800 Fitness Classes - 8 Swimming Pools - 12 Gyms - Gym Induction - Personalised Training Programme
  • Is there a joining fee?

    Yes there is a £10 joining fee on our Direct Debit membership types. There’s no joining fee if you choose to pay for an annual membership upfront however with these memberships you are committed to the full year with no early cancellation option so please make sure you select the option that is right for you

  • 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?

    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 Entry Restrictions (11-15 years old)

    Gym

    11 - 13 year olds can only use cardio machines.

    14 - 15 year olds can only use cardio and fixed resistance machines.

    16 year olds and above can use all areas of the gyms.

    Under 16's must be accompanied in the gym by an adult after 6pm.

    Classes

    12 - 15 year olds can attend non weight based group fitness session.

    16 year olds and above can attend any group fitness class.

    Under 16's must be accompanied in the class by an adult after 6pm

    Please note, 11 year olds only have access to the gym and not fitness classes.

    Health Suite

    Under 14’s are not permitted to use health suite (sauna/steam room facilities)

    14-15 year olds must be accompanied by an adult at all times

  • 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, visit:

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  • Cancellations

    As also outlined in the Terms and Conditions, 30 days’ notice of cancellation is required.  Any monthly fee falling within the 30 day notice period will be collected in full and access to facilities will be granted during the period of notice.  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:

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  • How can the company I work for receive the corporate rate?
    Companies must have 10 or more existing or prospective members to qualify for a corporate rate. Please contact our team at activenl@northlan.gov.uk to enquire about adding your organisation to our corporate list.
  • Fitness Class Bookings
    To book classes you can download our app or visit our bookings website. If you’re already a member and you have registered an e-mail address with us, simply select the forgotten password option to set your password or if we don’t have your e-mail address yet please contact our team at activenl@northlan.gov.uk Classes can be booked up to 7 days in advance, if you do book and decide not to attend please cancel this through the ‘my bookings’ section of the app/website or contact the venue. Classes can be cancelled up to 2 hours before the start time or if your class is 9am or earlier please cancel by 9pm the night before. Busier classes may be subject to a £2 charge if not attended and not cancelled so please ensure that you check in properly through our gates or at reception on arrival.
  • 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 by contacting the Membership Team on 01236 341969.

  • Lost Fobs

    Please inform reception as soon as possible. A charge for a replacement fob will be made at the appropriate rate.