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 our product availability.
We will continue to keep all products under review and update this table as soon as we have further updates.
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 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 at 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 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. 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.
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 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
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?
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 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 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 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.
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.
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.
We don’t feel we are ready to return yet
If you feel that you are not in a position to return, you can request a cancellation by emailing email@example.com with details of your child.
What refund will I be entitled to?
No refunds are due as your first payment will be reduced to reflect any overpayment.
Can I change the time?
If your previous time is 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, you would need to request cancellation.
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 your 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 at 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 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 firstname.lastname@example.org
I have another question
Please email our Customer Service Team at 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.