Help | Charterhouse Leisure & Fitness

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FAQs

How can we help you?

Joining and Setup

Managing My Account

Payments and Charges

Joining and Setup

what are fixed memberships versus recurring memberships?
Fixed memberships are a lump sum upfront cost and have an expiration date. Recurring memberships are a monthly direct debit payment taken each month on a rolling contract basis.
can i visit the facilities before i join?
Prospective members are welcome to visit the facilities. You would need to book an appointment to be shown around during reception hours. Please note we do not do trial sessions. Please email customersupport@charterhouse.co.uk with an preferred date and time.
is there a setup fee?
Yes, there is a setup fee on our recurring memberships. A Customer whose membership lapses for any reason, but who wishes to re-join the Club at a later date, will be required to pay the Setup Fee again.
how can i join?
The easiest and quickest way to join is to purchase a membership online. Go to our Club Membership page. Click on the membership ‘buy now’ button.
what is the month in hand shown when purchasing a membership?
The Month in Hand is taken in advance to guarantee members pay the final months membership.
what is the pro rata value shown when purchasing a membership?
The membership works on a pro rata basis. It will calculate based on a daily rate to cover a membership that starts part way through the standard month.
how can i get a membership card?
Once you have taken out a membership, visit Charterhouse Club reception, who will be able to create a new membership card.
how can i rejoin?
Go to the Charterhouse Club Website > Member Login > Log into your online account. From Banner on the top of the menu click ‘Buy a Membership’. Please Note: A Customer whose membership lapses for any reason, but who wishes to re-join the Club at a later date, will be required to pay the Joining Fee again.

Managing My Account

how do i book an activity?
You can book an activity via your online account. My Account > Dashboard > Book an Activity button.
How do i freeze my account?
You can freeze your account if you have a valid reason. My Account > Membership > Manage Membership > Submit a Freeze Request. For more information, refer to the terms and conditions or contact customersupport@charterhouseclub.com
how do i cancel my membership?
You can cancel your membership via your online account. My Account > Membership > Manage Membership > Cancel Membership. A Customer whose membership lapses for any reason, but who wishes to re-join the Club at a later date, will be required to pay the Joining Fee again.
what happens if i cancel my direct debit?
If you cancel your direct debit, the system will automatically cancel your membership and any credit is forfeited. This is true even if your account is frozen. Without a live mandate, the membership will auto cancel. A Customer whose membership lapses for any reason, but who wishes to re-join the Club at a later date, will be required to pay the Joining Fee again.
how do i cancel a booking?
You can cancel a booking via your online account. My Account > Bookings > Activity > Cancel Booking.
can i bring a guest?
You can bring up to three guests. This is on a pay-as-you-go basis bookable at Reception. You are responsible for your guests whilst they are on site.

Payments and Charges

When will my direct debit be taken?
All direct debits are taken on the 24th of the month. All information is sent to the bank on the 10th of the month. The period covered by the payment is for the 24th of the month to the 23rd of the following month.
if i cancel a booking will i get my money back?
Credits only apply to bookings that are paid for. Credits are not given on items included Free of Charge in your membership fees. Credits may apply to items paid for directly. To receive a credit, you would need to cancel the booking a minimum of 2 hours before. A credit will automatically be applied to your account. This credit can be then used at a later date. Credits are not provided for problems with related ancillary products, such as the shower temperature, or carpark access.
what happens if i lose my membership card?
Membership cards are required by all members to gain access. Lost cards must be replaced. There will be a small charge incurred for replacement cards. Please ask at reception.
how can i pay Charterhouse CLub for goods and services?
The Club does not accept cash. All services require Card payments.

Activities

what temperature is the pool?
The pool is normally set at 27.7
what is the age limit for the gym?
To use the equipment in our gym unaccompanied you must be 18 years old. If you are between 14-17, you can use the gym if supervised. Supervision is classed as a Fitness Instructor or Parent that is a current member. Free weights are not permitted for under 18.
what does a gym induction involve?
A gym induction will provide you with the etiquette for the gym, show you the facilities, explain how to use the equipment safely. It is not the same as a PT session. It will not provide you with a gym programme.
do you do private swimming lessons?
Yes, we provide 1:1 swim lessons. Swim lessons can be bought as a single lesson or in packages. Packages have an expiration date and are non-refundable. For more information, email customersupport@charterhouseclub.co.uk PT’s provide individual tailored exercises to challenge you and enhance your technique. Depending on the length of the PT session booked, you may not get to do any PT within an initial booking. All initial sessions will involve some consultation so the PT can ensure the exercises fit your medical needs.
do you do group swimming lessons for children?
Yes, our group swim program is excellent. Youngsters as young as four can swim in our pool. To guarantee that each child receives some individualized attention while learning in the pool, our swim instructors have small class sizes. To evaluate kids, we provide a complimentary swim lesson. They can observe whether they enjoy the pool and the teachers, and the teachers can see the child’s level and whether there are any times during the session that work for them. Please email customersupport@charterhouseclub.co.uk for additional details.
why has my class booking been cancelled and listed as a timetable change?
In order to be able to extend the class fitness schedule, we want to make sure that our members have the greatest possible experience. At the moment, we go over attendance three hours before a class starts. If a sufficient number of people are not registered at that time, we cancel that class. If this action affects your reservation, you will receive an online credit and a cancelation email. Therefore, in order to guarantee that you receive this message, you must have a current email address.
why has my class booking been cancelled and listed as a staff availability change?
Even while our instructors are committed, they occasionally need time off. Even though we make every effort to guarantee class coverage, occasionally we must abruptly cancel lessons. If this action affects your reservation, you will receive an online credit and a cancelation email. Therefore, in order to guarantee that you receive this message, it is necessary that you have a current email address.
do you have private pt sessions?
Yes, we provide 1:1 PT sessions. PT Sessions can be bought as a single session or in packages. Packages have an expiration date and are non-refundable. For more information, email customersupport@charterhouseclub.co.uk PT’s provide individual tailored exercises to challenge you and enhance your technique. Depending on the length of the PT session booked, you may not get to do any PT within an initial booking. All initial sessions will involve some consultation so the PT can ensure the exercises fit your medical needs.
do you have lockers?
Yes, lockers are available. Lockers require a £1 coin to function.