Can Children attend a Length swim?
Children must be over 16 years and be a competent swimmers (be able to swim 2 full-lengths)
What swim sessions can children attend?
Children can attend our Family swim sessions
Do you offer a baby rate?
Babies should be booked in under ‘juniors’ & that rate will apply.
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 or changeable.
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 at 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 & slots become available to book from midnight. 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 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.
What are the guidelines for bookings?
Please ensure you swipe your card even if the barrier is open. We monitor non-attendance and will contact you if we notice you have not swiped your card upon entry to your pre-booked activity session.
When booking a gym slot, please do not book two sessions back-to-back. Each session has a 30-minute entry time for you to arrive and check-in, however, you are welcome to stay as long as your workout takes.
When booking a swimming slot, a session has a 15-minute entry time for you to arrive and check-in.
If you have two activities booked, a class and a swim for example, one scan of your card upon entry will be enough to mark your attendance for the next 3 hours.
If you are unable to attend a pre-booked session, please cancel with as much notice as possible (ideally 24 hours) to allow another customer to take your place. If you are unable to attend a pre-booked session, please cancel with as much notice as possible (ideally 24 hours) to allow another customer to take your place. Here is a handy video which shows how you can cancel a booking Click here
What will happen to customers who repeatedly no-show to pre-booked sessions?
KAL will be contacting customers via email, text and phone to make them aware of their no-shows. If a member repeatedly fails to swipe attendance for booked sessions even after being reminded of our guidelines, whilst it is not something, we take lightly we may look to take more serious action on a members account
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.
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?
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.
I have realised that my email or mobile phone number is not correct – how can I update it?
Please email our Customer Service Team at email@example.com 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 at firstname.lastname@example.org
Can I leave my membership frozen if I don’t feel ready to come back yet?
All customers are permitted to freeze their membership by up to 3 months each year (Jan-Dec). We just require 30 days written notice you can request a freeze by completing a freeze request from our website www.kalfitness.co.uk.
I have an annual membership paid for in advance what is happening with that?
Your annual date will automatically be extended by the 3 lockdown periods. To maintain your current rate you will need to renew prior to your membership expiry date.
I owe money for my membership - how do I make that payment?
Please contact KAL on 01484 766131 option 5 or DFC on 01908 422007 to make this payment as soon as possible.
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 at email@example.com 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 of KAL. Providing you are still not in your contracted period you just need to email us at firstname.lastname@example.org.
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.
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.
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.
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.
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 at email@example.com 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 firstname.lastname@example.org or by speaking to a member of the team at the reception at the site.
If you need any help booking a session, please do not hesitate to contact our Customer Service Team at email@example.com
I have another question
Please email our Customer Service Team at firstname.lastname@example.org who will be happy to assist you.