Are the gyms open and operating as normal?

Following the Government’s latest update to keep our nation safe and slow the spread of the coronavirus, we will temporarily close all our health and wellbeing centres in line with the Government lockdown.

Whilst you can’t visit our sites you can of course stay active. Whilst we’re closed, we will continue with our online virtual classes to help keep everyone active and connected, together! Check our youtube channel & app for home workout videos, health & wellbeing tips and online support that will help you to stay physically and mentally healthy during these challenging times. We will be posting regular updates on our app, social media and on our website, please follow us and stay in touch.

Why have I been charged in January?

We are really sorry that some of our direct debit customers were charged their January membership fee. This was due to a combination of the late announcement of Tier 4 that caused us to close and the Bank Holidays over Christmas, the combination meaning the payment request had already been sent to the banks before the announcement and couldn’t be stopped. We will be crediting the membership of those affected by this charge so that they will have nothing to pay during their first month back after lockdown.

How do I freeze my membership / Do I need to cancel my Direct Debit?

You don’t need to cancel your direct debit as you can still access the online classes during this time.

If you do want to freeze your payment then just complete the online form here. You can unfreeze it at any stage by contacting one of our centres.

The request will need to be submitted before the 4th of the month to freeze your direct debit payment that is due on the 1st of the following month.

I am an annual member / I have paid the four month student term membership, will I be reimbursed?

Annual and fixed term memberships are non-refundable. All our members are able to access the online classes available. Additionally, if you decide you don’t want to use these classes or return to the centre once we reopen then you can freeze your membership by completing the online form here. You can unfreeze it at any stage by contacting one of our centres.

I have already cancelled my direct debit, what do I do to start this up again?

If you have cancelled your direct debit, you will need to rejoin again. To do this just click here and follow the steps.

When will the facilities reopen?

Our sites will remain closed for as long as they need to in order to help restrict the coronavirus outbreak. Once the government and are team are satisfied it is safe for us to reopen we will do. We anticipate this will be in February or March, however once we do get the go-ahead from the government we may also need to take some additional steps before we are ready to open. Make sure you have opted in for us to contact you and we’ll be able to let you know when we open.

How do I cancel my membership?

There is no need for you to cancel your membership as we have automatically frozen your membership for the time we are closed. You do not need to do anything – we have taken care of this for you.

However, if you still do wish to cancel your membership when we are back up and open again, please complete the online form here.

Do you have online content available?

Yes, we are running online classes for members and you can opt in to continue your membership during this lockdown period by completing the opt in form here. We also have home workout videos available.

Can I book a class?

Yes you can book an online class with us that are run live with our fabulous instructors.

To book an online classes please here.

Is there a student or a concession rate for online classes?

If you are a full member then there is no additional charge for the online classes. If you are attending as a pay as you go attendee then the online classes are being run as a donation. The amount you donate is your choice, but we recommend a guide price of £7.20 for a single class or £35 for unlimited classes each month. This donation means we are able to provide these online classes for you and also for our vulnerable residents.

What do I need do consider for my health and safety when I take part in online classes?

In the unlikely event that you incur a debilitating health event during your live streamed session you should prior to the start of that session consider how you would be able to contact emergency services or how someone would be able to contact them on your behalf.

Through the registration process and with your prior consent we have your contact details stored securely. However, we may not know your precise location when you participant during each live streamed session and this may be different each time you do a session. Unless during that live streamed session you are able to verbally communicate your location to us it may not be possible for us to raise an alarm or notify emergency services on your behalf in the way we would if you were physically participating in a class in one of our centres.

How much are the online classes?

The online classes are included as part of your membership for January. If you are a pay as you go member then we do ask for a donation for the online classes. This donation means we are able to provide these online classes for you and also for our vulnerable residents.

All the information is here. There is a guide price of £7.20 for a single class or £35 for unlimited classes each month.

I paid for a course of swimming classes/tennis classes will I get a refund?

We are rescheduling the classes for all those who have been unable to complete their course. For those where this is not possible or the new dates are not suitable we will credit you for the dates missed. This applies to classes and courses booked direct and provided by YMCA St Paul’s Group and not those booked with any third party.

Can I have a refund?

For those direct debit members whose payments were taken for January 2021 we will arrange for this amount to be credited to their membership. This means that you would pay nothing for the first month that you return.

For members who paid upfront (eg annual members), we will extend your membership for the period we are closed to ensure that you do not miss out on the membership length due to the enforced closures.

We remain committed to continue to provide you with activities throughout this period that you can complete safely at home. These are available for all members that opt in to continue their membership – you can learn more about our online classes here.

If you want to discuss your membership payments or refund request further please complete the form here and one of the team will be in touch.

I would like to carry on paying my membership to help support the YMCA and the charity, how do I do this?

This is so generous of you and means the world. You may well know that we provide safe secure accommodation for over 1000 vulnerable people across London as well as community sites and clubs. We intend to credit our members for the month of November however if you are happy to have paid for this month then please opt in to payment by completing the online form.

Am I able to have refund for my annual membership?

For those direct debit members whose payments were taken for January we will arrange for this amount to be credited to their membership. This means that you would pay nothing for the first month that you return.

For members who paid upfront (eg annual members) we will extend your membership for the period we are closed to ensure that you do not miss out on the membership length due to the enforced closures.

We remain committed to continue to provide you with activities throughout this period that you can complete safely at home. These are available for all members that opt in to continue their membership – you can learn more about our online classes here (hyperlink to online classes)

If you want to discuss your membership payments or refund request further please complete the form here and one of the team will be in touch.

Am I able to have refund for my monthly membership?

Due to the timing of the government briefing, we were unable to change Direct Debits. This means that for some members, their payment for November has already been processed by the bank and taken as normal. This payment will be credited to affected members and used to pay their December instalment.

Once again we would like to thank you for your continued support and also your patience over the recent weeks.

I am interested in knowing more about membership!

Thank you for your recent enquiry about membership at YMCA St Paul’s Group.

We’re thrilled to hear you’d like to learn more about our membership – Please check out our website and select the options for your personal circumstances.

Whilst our centres are currently closed you can still join us and take advantage of our online classes.

We’d also be happy to answer any questions you may have or arrange a socially distanced tour once we reopen, please do get in touch.

I would like to continue to freeze my membership after reopening?

If you wish to remain frozen then please complete the form here to request this will freeze your membership until we reopen.

Are the Tennis Courts open?

Our tennis courts are closed in line with the government restrictions

Are you running Personal Training?

We are running Personal Training sessions online so that you can get a tailored work out from home.

If you feel you need that extra motivation, professional knowledge and friendly encouragement to help you achieve your Health and Fitness goal then you can book a PT session via our app on the Hampton Pool section. The price is £46 for 60 minutes.

Alternatively you can get in touch by emailing enquiries@ymcaspg.org. We will ask one of our heath and wellbeing team to give you a call and discuss what you would like to achieve from personal training.

What do I need do consider for my health and safety when I take part in online classes?

In the unlikely event that you incur a debilitating health event during your live streamed session you should prior to the start of that session consider how you would be able to contact emergency services or how someone would be able to contact them on your behalf.

Through the registration process and with your prior consent we have your contact details stored securely. However, we may not know your precise location when you participant during each live streamed session and this may be different each time you do a session. Unless during that live streamed session you are able to verbally communicate your location to us it may not be possible for us to raise an alarm or notify emergency services on your behalf in the way we would if you were physically participating in a class in one of our centres.

I am having problems with the app/ how do I download the app/how do I set up a new account / how do I reset my account

We have a page to help with most app queries here.

Please check this page first and if you still can’t make your booking then let us know the best way to contact you, your centre and either your membership number or email and we’ll be in touch to try and help on the phone.

Since registering with the email and password combination I am unable to log into the app to book a class as it says ‘service unreachable’. Hampton Pool and YMCA Walthamstow are the only centres showing.

Please try closing the app and reopening again. It will ask you to log in again. All the other centres should now be showing.

We are aware this is problem if you have recently re-registered with the newer email address and password combination. We have logged this with our service providers.

If you have other difficulties with the app, please take a look at our page to help with most app queries here.

Last updated 6th January 2021