Do I need to wear a mask?
Wearing a mask is not mandatory. However, we strongly advised 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 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.
Why are your changing rooms and showers closed when other operators are opening them ?
Government guidance is clear that customers should be encouraged to come activity ready and the use of changing facilities should generally be avoided as far as possible. The safety of all our customers is our priority and our changing rooms will remain closed for dry activities at present.
The guidance is also clear that changing facilities could be needed by users with a disability and also after swimming. Whilst KAL would encourage users to come ready for swimming activities, changing rooms are already available for customers using our pools. Users who have any additional needs with regard to changing can contact us via firstname.lastname@example.org and our team will assist further.
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.
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 or in site you will need to do this at home.
However, should you have any additional needs and need support accessing our facilities please contact our Customer Service Team on email@example.com 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.
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 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.
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 firstname.lastname@example.org
Why is Studio Cycling 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
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 time, can I book an activity in the meantime?
Unfortunately not, the booking system is based on your current membership status so until your memberhsip 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 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.
I don’t currently have a membership & would like to book online to use the facilities at one of your centres. How do I do this?
You must be registered on our database in order to swim or use the gym or a fitness class. You can either take out a KAL membership or one of our Flexi Cards.
I am interested in joining, can I book in for a tour or have a free trial?
Due to current restrictions we are not offering tours of our facilities. We do offer a none contract month to month membership or our Flexi Card, which you can take out if you would like to try the facilities.
I am interested in a Flexi Card, how to a purchase one?
Flexi Cards are only available to buy online currently, they cannot be purchased at site. You can find out more about a Flexi Card & how to buy one here.
Where can I find a list of your various prices?
If you visit our website you should be able to find all our prices there
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 have 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 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 have 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 membership 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 are still available to borrow. The number available is limited due to cleaning required before it can be used again.
Can I freeze my membership?
Unfortunately, freezing your Tennis membership is not an option, so a cancelation will need to be processed. You can always re-join later!
Are changing rooms available?
Unfortunately, at this time all changing rooms are closed to dry side customers. Available toilets are located in reception and next to the fitness suite.
If I paid for a 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 cant 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 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.
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. In order 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 Card holder, how do I book a class?
I am a Flexi Card holder, how do I book a family swim?
I am a Flexi Card holder, how do I book a swimming session?
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.