FAQS

To find answers to the most commonly asked questions about our facilities, sessions, membership opportunities and website or app, click on the expanding questions in the sections below.

 

FACILITIES

 

Do you have lockers?

We have plenty of padlock lockers in the changing rooms. If you don’t have a padlock, you can obtain one at the desk.

 

Do you provide towels?

You can grab one of our large luxury shower towels and/or smaller gym dab towels on arrival from the front desk.

 

Are there showers?

Yes, we have four showers in the women’s change facilities and four in the men’s. We also have a fully equipped disabled washroom with private shower facilities and lockers.

 

Is there food available?

There’s a wide range of nutritious and healthy prepared meals, snacks, treats and drinks for sale in our café. You can bring in your own appropriate fitness foods too, but please eat away from equipment and keep things tidy by clearing up any crumbs. Any inappropriate foods will be respectfully removed if they are consumed on site.

 

Is there water available on the gym floor?

We have drinking water fountains and bottle fillers in several locations around the gym.

 

Can I bring a phone into the gym with me?

You can bring phones into the gym. They can be used to connect to the MyWellness app, to maximise the benefit of our TechnoGym facilities.

 

SESSIONS

 

How do I book, and how far in advance can I book?

Members can book sessions up to two weeks in advance. It’s easiest to do through your profile page on the website or app. If you have any problems, call the front desk and we can help you through the process.

 

Can I change or cancel a booking once it’s made?

You can change or cancel your session booking up to four hours before it’s set to start. Letting us know as early as possible helps us to fill all places and provide members with as much session availability as possible. If you cancel less than four hours before the start time, you will be charged for that class.

 

Can I join a waiting list?

If a session is booked, we’ll place you on a waiting list and you’ll be notified if a space becomes available. You can then choose whether to accept it or not.

 

Do I need to get here early for a session and what happens if I’m late?

It helps everyone to start sessions on time, so please arrive promptly for the start times. To avoid disruption, late arrivals may be refused entry to the class, depending on the decision of the group trainer.

 

Do I need to bring my own specialised kit?

Come as you are; wear what you want (within reason!). If you have a personal fitness device with a heart monitor, we have a heart rate monitoring system that connects to this. If you’re interested in buying one, ask at the cafe area.

 

MEMBERSHIPS

 

How do I get to know the gym?

If you’re a newcomer, we’d love to take you on a tour. You can try out the facilities with a PAYGO day pass or we recommend our two-week taster, which offers full access to the floor and fitness sessions.

 

How old do I have to be?

People of any age are welcome, but if you are under 18 we request to have parental consent.

 

What if I’m not already in shape?

Don’t worry. That’s what we’re here for! Everybody’s welcome and we have a great team to help you establish and reach your goals.

 

What are the payment and membership options?

We offer annual and monthly memberships as well as shorter-term PAYGO day passes and two-week taster passes. These can all be arranged and paid for online as well as at reception by direct debit or a one-off payment.

 

What are the member benefits?

Annual and monthly members have access to priority classes, can receive class availability alerts on the member app and benefit from discounts at the Ignite shop. A free PT session is also provided upon joining. As with the shorter memberships, a free towel service and free parking are also provided.

 

Can I cancel or freeze my membership?

An annual membership can be frozen for 3 months if required or can be cancelled at any time, but no refunds are given for the unused period of time. Monthly memberships operate on a rolling one-month contract, paid at the start of the incoming month.

 

How can I refer a friend?

We love word of mouth, and we’ve made it easy to refer Ignite to friends via the app. If you need any help, just ask the front desk.

 

Will I be charged if the club is closed?

In extreme circumstances when Ignite has to close, all memberships will be frozen and direct debits will not be taken.

 

APP/WEBSITE

 

I’m having trouble signing into the app / website, what do I do?

Give us a call or pop in and we’ll help you with any technical problems.

 

Do I have to use the App?

No, we have a great website that offers many of the functions that are available on the App. Or you can simply pop in and speak to a member of the team.

 

– What happens if I forget my username or password?

Don’t worry. It’s easy to re-set. The App provides a password reset that is sent to your email to confirm, with on screen instructions that are easy to follow.

 

How can I update my profile?

This is easy to do either through the app or the website.

 

How do I receive notifications?

Notifications will be sent to your phone through the app and/or an email will be sent.

 

FEEDBACK

 

How can I suggest improvements?

Please feel free to speak with a member of the team, email, or fill in a feedback form anonymously.

 

What do I do if I have an issue with another gym member?

Please speak with a member of the team as soon as possible. We have a strict community conduct guide so that everyone can have a great workout.