Do I need to wear a mask?
Wearing a mask is not mandatory. However, if you feel more comfortable then that is your choice.
What areas in centres are remaining closed and when will they reopen?
If you refer to the front page of our website we have produced a table detailing which of our products are open, part open or closed.
We will continue to keep all products under review and update this table as soon as we have further updates.
Why is my Home centre not reopening at the moment?
We understand some customers may be disappointed that their local site is not opening in our first phases. However we have carefully reviewed our sites and our initial reopening plans are based on those sites where we can safely accommodate the largest number of customers whilst achieving social distancing. We have also taken into account where alternative spaces such as sports halls are available to allow us deliver classes in larger areas to assist with social distancing.
We will continue to keep all of our facilities under review in line with guidance and seek to open additional facilities when it is safe and practical to do so.
I have realised that my email or mobile phone number is not correct – how can I update it?
Please email our Customer Service Team on firstname.lastname@example.org with your new details and we will update your record. It is very important that you keep your details up to date as we will always communicate with you via email
I am not a plus member but can I use The Stadium whilst some of your sites are closed ?
Only members with a KAL Plus membership are able to use the Stadium Health and Fitness Club, however you can use Huddersfield Leisure centre, Dewsbury Sport Centre & Batley Sports and Tennis Centre. Additionally on 17th August we will also be opening Lockwood Fitness Centre, Colne Valley Leisure Centre and Scissett Baths. However if you would like to permanently upgrade to our Plus membership please email our Customer Service Team on email@example.com
Are the Spa areas open ?
At the moment our Spa areas will remain closed until we feel it is safe to open them.
How do I book to use the gym?
All customers must pre-book an entry slot to use the gym. Entry slots are 30 minutes long and you must enter the gym during your designated slot, you can then stay in the gym for as long as you wish.
You can book your slot either by clicking on the gym bookings icon on our app or via https://kalbookings.kirklees.gov.uk/Connect.
Can I book my class or gym session at the centre or over the phone?
During the initial reopening phase, you will not be able to book your entry slot over the phone or in site.
However, should you have any additional needs and need support accessing our facilities please contact our Customer Service Team on firstname.lastname@example.org where a member of our team will assist you further.
How many days in advance can I book ?
You can book 7 days in advance. However , we kindly request that you only book for sessions that you can attend to ensure all customer's have an opportunity to book a session. Please also remember to try to cancel any sessions giving 24 hours where possible to enable another customer to take your place.
Why can't I book a back to back class or Gym & Class ?
During our initial opening phases, we are not permitting back to back classes or back to back gym / class. This is to assist with managing access routes, capacities and ensuring we can offer activity to as many individual members as possible.
All users should exit the building promptly via the designated exit route after their initial activity, any users attempt to avoid this and access another class should be encouraged to leave after their initial activity.
Has the way I previously booked a class changed
All classes must be pre-booked and you can book your class online at https://kalbookings.kirklees.gov.uk/Connect or via our app as normal. During our initial reopening phases we will not be accepting bookings over the phone or at site.
I cant remember my pin/password for the app or have never logged on before?
No problem, you just need to go onto my bookings in the app, it will then take you to a log in page, once there you will see, forgotten my password. Click that and it will ask for your ID number. Once submitted you will receive an email with a link in to reset your password. Your ID is not your card no, if you dont have your member ID number please email us. You create and reset your PIN in the same way, here is a short video showing you how to do that.
Why is a certain piece of equipment, accessory or floor mat out of use / not in the gym ?
To ensure social distancing is maintained and to assist in keeping equipment clean, we have placed a number of pieces of equipment out of use as well as removing some accessories and floor mats. We will continue to review guidance and our equipment layouts and amend equipment availability when it is safe to do so.
When can I resume my Personal Training sessions?
Personal training sessions will not be available initially. We are currently reviewing our procedures around personal training and will update customers as soon as we are able.
I have paid up front for my Personal Training sessions what should I do?
Please don't worry we will extend the expiry date on all unused sessions. However, If you have any further queries, please email our Customer Service Team on email@example.com
Why is Spinning not available at all sites ?
Unfortunately the size of our cycle studios make achieving social distancing for a reasonable size class difficult. At Huddersfield Leisure Centre, we have been able to move the studio cycle classes to a larger location to enable us to keep the class on the timetable. At present we have not been able to move studio cycle classes at Dewsbury Sports Centre and Stadium Fitness Complex, however we aiming exploring virtual solutions so we are able to provide some studio cycling provision at these sites - and will update customer on this as soon as we can.
Why is my favourite class not on the initial reopening timetable?
Due to reduced capacity we have created timetables that are both varied & cover our most popular classes. We know that means some people's favorites won't be on there yet, but these will be reviewed regularly
Why is Aqua-fit not on the timetable?
Unfortunately Aqua-fit will not be part of our initial limited swimming program. Social distancing guidelines and changing capacities, make it difficult for us to currently include aqua-fit practically. We are continually reviewing guidelines and will seek to add aqua-fit to the program when we are able
Can I leave my membership frozen if I don’t feel ready to come back yet?
We appreciate that not everyone will want to return straight away so all members will have the option of extending their membership freeze by up to 3 months.
Direct Debit members need to log into https://www.debitfinance.co.uk/payments/login.php ,by 24th July selecting if they wish to extend their freeze period by 1,2 or 3 months ( This portal will be open from Tuesday 14th July)
Annual members need to email firstname.lastname@example.org by 24th July stating if they wish to extend their freeze period by 1,2 or 3 months.
Please do not email us if you wish for your membership to be reinstated on our opening date, we will do this automatically.
If you wish to remain frozen, please remember one of the most important things we can all do to look after ourselves is to carry on exercising. Therefore, KAL will continue to provide daily workouts and Wellbeing advice via our Facebook pages
I have an annual membership paid for in advance what is happening with that?
Your annual date will automatically be extended from our closure date of 21st March (11 days for March) to 27th July (our re-opening date). However, if you choose to extend your freeze period your membership will be additionally extended by either 1 or 2 or 3 months (depending how many months you choose to extend your freeze period by)
I would like to extend my freeze date by a date not specified in your re-opening plan.
Unfortunately, due to the number of member requests, we are unable to deal with individual requirements at this time – we have aimed to provide a selection of dates to give members as much flexibility as we can.
I owe money for my membership - how do I make that payment?
Please contact DFC on 01908 422007 to make this payment as soon as possible.
Can I cancel my annual membership now and get a refund on the balance?
All annual memberships will be extended by the period we are closed and you also have the option to freeze for up to a further 3 months. Should you wish to discuss your membership further please email our Customer Service Team on email@example.com
I have a contract membership will my contract date be automatically extended?
All contract memberships require members to make a minimum of 12 payments. Any period of non-payment or freeze does not count towards your number of contracted payments. If you have cancelled your Direct Debit in error, please email our Customer Service Team on firstname.lastname@example.org requesting that your Direct Debit is reinstated.
I don’t want to continue with my membership how do I cancel?
We are sorry to hear that you have decided you no longer wish to remain a member with KAL. Providing you are still not in your contracted period you just need to email us on email@example.com. However please bear in mind you have the option to freeze your membership for up to an additional 3 months free of charge. All we ask is that you leave an active Direct Debit on your account.
I am a Deighton solo member and the site is closed - what happens ?
We have amended your access so you can use HLC until we are able to open Deighton.
What swimming will be available in phase 2?
Initially we will be operating a limited swimming program. We will provide further details of this program to customers as soon as we are able.
Will the changing rooms be open when Swimming resumes?
During phase 1 the changing rooms will remain closed, however as we move into Phase 2 and our swimming pools open we will clarity how the changing facility will work in our Swimming Guidance document (this should be issued w/c 20th July).
Will my children still be enrolled in their usual swimming, same day and time, when the site reopens?
We are currently working on when our swimming program will resume, however, please ensure you keep an active Direct Debit to retain your child’s place on our swimming program. By cancelling your Direct Debit, this removes your child from their swimming program and opens this place up to our waiting list
We will provide an update on how our swimming program will re-start as soon as we can.
I paid for products and services before the centres closed how are you going to reimburse me?
For all prepaid products and services that haven’t been used, KAL will extend the expiry date of your sessions/prepaid products depending on the date your “home” facility reopens.
Are guests or Flexi Card holders allowed to pay and use the facilities?
Yes, they are but they must pre book via our app and prepay. Customers will not be able to book and pay at site or on the phone.
I have another question
Please email our Customer Service Team on firstname.lastname@example.org who will be happy to assist you.
Finally ....Can we do anything as Customers
Yes, our staff can’t wait to welcome you back, but things are also very different for them too. So we please ask that you are patient and respect that these procedures are also new to our staff. They may make some mistakes or take a little longer than normal but they are trying their best in difficult circumstances.