Do I need to wear a mask?
Wearing a mask is not mandatory. However, we strongly advise customers to wear a face-covering in non-activity areas (ie receptions, corridors, changing rooms) for their own protection. Masks do not have to be worn when exercising or in the gym /pool area.
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 to 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 Sports Centre & Batley Sports and Tennis Centre, 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.
Here is a short video showing you how to do this & here is another one showing you how to change the centre you wish to book into.
Can I book my class or gym session at the centre or over the phone?
Unfortunately, you will not be able to book your entry slot over the phone, however, you can book at the site in advance (not the same day)
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 customers 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.
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 the site.
I can't 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 don't 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.
Why is Studio Cycling not available at all sites?
Unfortunately, the size of our cycle studios makes 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 aim to explore virtual solutions so we are able to provide some studio cycling provision at these sites - and will update the 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 favourites 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
How do I alter my class booking on the app?
As a member, it is really easy to change your booking via our app. Here is a short video taking you through the process. Please be aware if you have paid for an activity these are non-refundable.
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. If you did not freeze following our reopening email please use the form listed below.
Freeze form at https://www.kalfitness.co.uk/contact#, You need to choose 1,2 or 3 months ( We require 30 days notice)
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 now unfrozen my membership & it will be active in 7 days, can I book an activity in the meantime?
Unfortunately not, the booking system is based on your current membership status so until your membership is live you will not be able to book.
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 on how many months you choose to extend your freeze period by)
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 can open Deighton.
Will my children still be enrolled in their usual swimming, same day and time, when the site reopens?
We are currently opening the KAL KLUB swimming lessons on a phased return. We will contact you by email to confirm when your lessons will be due to start. We ask that all KAL KLUB swim members have an active Home Portal account to receive the information for when the swimming lessons can return.
KAL has also produced a short video with information for returning to KAL KLUB Swim lessons.
Can Children swim unaccompanied?
Anyone under 16yrs must be accompanied in the pool by their parent/guardian
How do I make a swimming booking?
We have created a short video showing you how easy it is to make a booking. Please be aware you do not need to select anything when you make a booking & any bookings that are charged are non-refundable.
How do I book a family swim?
We have created a short video showing you how to book a family swim session via the app.
Is the training pool at Huddersfield Leisure Centre open for length or public swims?
Our training pool at Huddersfield Leisure Centre is currently closed. However, you can attend our competition pool for length swims. Attendees must be 16 years + and be competent swimmers.
When will other pools be open?
KAL will update the website with all future pool opening timetables.
Can I come with my family to a length swim?
Our length swims are available for anyone that can continuously swim. If a swimmer is under the age of 16 they must be accompanied in the session with an adult. KAL has also provided public swims for families to attend.
Which of your pools are open for public swims?
Currently, our pools at Batley Sports & Tennis Centre, Dewsbury Sports Centre and Stadium Health & Fitness Club are available for public swims.
Do you have any pools open for youngsters?
Our Fun Factory at Batley Sports & Tennis Centre is ideal for youngsters. This can be booked as a public swim on our app or booking website. For opening times of the Fun Factory, please check our timetable.
We don’t feel we are ready to return yet
If you feel that you are not in a position to return, please cancel your membership by emailing contact.centre@KAL.org.uk with details of your child.
What refund will I be entitled to?
Tennis restart dates and the reduction of your first Direct Debit to £10 will ensure that no one has paid for a session that has been missed.
I am on a multiple memberships and both activities have restarted.
Anyone with a multiple membership i.e. swimming and tennis will only be charged the price of one session. Your usual amount will be charged from 25th October.
I am on a multiple membership and only one activity has restarted
Anyone with a multiple membership i.e. swimming and tennis will only be charged for the session that has restarted. i.e. your Direct Debit will be reduced to the one session equivalent
Can I change time
If your previous time is now not suitable and you would like to change, please contact Cezar.Gniadek@KAL.org.uk who will try and accommodate you. However, due to limited capacities, these cannot be guaranteed
Are rackets still available to borrow?
Although we encourage you to bring your own equipment, we do have a small amount that is still available to borrow. The number available is limited due to the cleaning required before it can be used again.
Can I freeze my membership?
Unfortunately, freezing your Tennis membership is not an option, so a cancellation will need to be processed. You can always re-join later!
Are changing rooms available?
Following Kirklees being placed in Tier 3 - Very high level of restrictions, KAL has paused plans to re-open dry changing rooms pending a further review.
If 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.
If I pay & book and for a product or service ie gym/swim/class/swim camps and I can't attend can I get a refund?
Unfortunately, regardless of the reason all prepaid products/services are not refundable and not transferable.
Are guests or Flexi Cardholders 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 the site or on the phone.
Am I able to just turn up to swim or attend the gym or fitness class without booking?
No, due to current restrictions we are asking everyone to book a slot for their chosen activity & ensure they turn up on time.
You can check availability & book via our app. You will need you Member ID to do this which, for new members, can be found on the welcome email you will receive within 24hrs of joining or, for current members, on the re-opening email we recently sent.
I am planning on attending one of your centres & my children/partner will be joining me. Can I book us all in under 1 slot as we are from the same household?
No. To manage capacity & comply with current restrictions, we would ask all individuals are booked in separately, whether they are from the same household or not.
Do you offer a baby rate?
Babies should be booked in under ‘juniors’ & that rate will apply.
Using the KAL app
Based on customer feedback we have created a variety of videos to demonstrate how to use the KAL App;
How do I download the KAL App?
I am a Flexi Cardholder, how do I book a class?
I am a Flexi Cardholder, how do I book a family swim?
I am a Flexi Cardholder, how do I book a swimming session?
Should you have any additional needs and need support accessing our facilities and/or are unsure how this guidance affects your ability to access our facilities, please contact our Customer Service Team on firstname.lastname@example.org where a member of our team will assist you further.
KAL has allowed for 10 mins arrival for each customer per session however if any customer with additional needs requires additional time, we are happy to pre-arrange this before a visit. Please contact our Customer Service Team.
If you are a holder of a Kirkless Passport with the A +1 benefit then you will able to bring your registered carer with you. You should book your session as normal and your carer may then accompany you on your visit. Please ensure you bring your passport with your A+1 benefit with you when you visit.
I have a carer, can they attend with me?
Yes of course. All carers will need to book a slot as well & can do this by emailing email@example.com or by speaking to a member of the team on reception at site.
If you need any help booking a session, please do not hesitate to contact our Customer Service Team on firstname.lastname@example.org
I have another question
Please email our Customer Service Team on email@example.com 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.