FAQs

Sections:

Membership Payments

  • 1. When is the monthly membership payment processed

    The 1st of each month

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  • 2. Can I change when my payment is processed

    You are unable to change when your monthly payment date.

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  • 3. Can I access the facilities if my monthly membership payment hasn't been processed

    Unless your membership payment has been processed you will not be able to access the facilities until it has cleared.

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  • 4. What happens if my payment can not be processed?

    You will not be able to access the facilities until payment has been made.

    If your payment has not cleared on the 1st of the month a £10 charge will be added to your account.
    Our system will retry running your payment for the first 5 days of the month if after the 5th day it still has not cleared additional charges will be applied to your account.

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  • 5. My last membership payment didn't cleared but i want to rejoin can i do that?

    You can rejoin with us, First you will need to pay the outstanding missed  payment, any additional charges incur plus £10 rejoining fee.Your membership will be reactivated on the current membership rates.

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  • 6. Can I continue to attend classes if my monthly membership payment hasn't been processed

    Unless your membership payment has been processed you will not be able to attend classes until it has cleared.
    Any future classes that have been booked will be cancelled.

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  • 7. My previous membership has outstanding payments will I be still be able to use the facility on a pay as you go basis

    All Outstanding payments must be made before any further access to the facilities either via membership or Passes.

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  • 8. Can I buy a pass to use the facilities if I have an outstanding membership payment

    You will not be able to buy a pass if you have an outstanding balance on your account.

    You will need to pay the outstanding balance before being able to access our facilities.

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  • 9. Can I bring a friend in on a friend pass if they have an outstanding balance

    You will not be able to bring a friend in on a friend pass if they have an outstanding balance on their account until it is paid.

     

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Monthly Membership

  • 1. What is Included in the monthly membership?

    We have 3 different membership packages

     

    Standard Membership Package:

    Unlimited gym access
    20 functional fitness classes per month

    Premium Membership Package

    Unlimited gym access
    Unlimited functional fitness classes
    10 Yoga/Pilates classes per month
    10 Cycle classes per month

    Ultimate Membership Package:

    Unlimited gym access
    Unlimited functional fitness classes
    20 Yoga/Pilates classes per month
    20 Cycle classes per month

    All our monthly membership includes:

    Hot yoga sessions at £7.50 each
    Bring a friend to train with you for £5 per session
    Additional class passes can be purchased at a special discounted rate
    Free parking
    Free Wifi

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  • 2. How much is the monthly membership?

    The monthly payments start from  £42.55 per month

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  • 3. How quickly can I have access to the facilities once joined?

    Instant access once your membership has been set up.

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  • 4. Is there a joining fee?

    There is NO joining fee

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  • 5. Do I pay anything upfront?

    There is no joining fee, but we do prorate your first month. This means you will only pay for the remaining days of the current month to access our facilities.

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  • 6. When does the monthly payment come out of my bank each month?

    Monthly payments come out on the 1st of every month.

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  • 7. What happens if my payment is not processed?

    Regrettably, access to our facilities will not be granted until full payment has been received.

    If your payment is not processed on the 1st of the month there is a £10 charge added to your account.

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  • 8. Is there a charge for late monthly membership payments?

    If your membership payment has not been processed on the 1st of the month there is a £10 charge. If your membership payment has not been processed by the 5th day of the month an additional £10 charges is added to your account.

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  • 9. Can i share my monthly membership with my friends and family?

    Sharing your membership with others is strictly prohibited. All memberships are intended for individual use only.

    Barrier app access will be suspended and you will be given access to our facilities by staff only.

    You and the person you have shared your membership with will each be charged £10 per time you have given unauthorised access to out facilities.

    Any violation of this policy can result in immediate termination of your membership without a refund.

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  • 10. I want to bring a friend along to train with me can i?

    Members of our Monthly Membership can invite a friend to train at a special discounted rate of just £5 per session.

    It's a great opportunity to enjoy fitness together and save some money along the way!

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  • 11. As a monthly membership holder, am I allowed to bring my friends to the gym for free to train or to give them a tour?

    Unfortunately, we don't offer complimentary guest passes. However, we'd be happy to assist you at our reception to get a £5 friend pass or arrange a tour for your friend. Please note that we kindly request all facility tours to be conducted by a staff member. Thank you for your understanding!

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  • 12. Can you terminate my monthly membership?

    We reserve the right to terminate your monthly membership if you violate any of the gym rules.

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  • 13. Can I freeze or pause my monthly membership?

    We do not offer an option to freeze or pause our monthly membership

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  • 14. Is there a minimum commitment period of a monthly membership?

    Yes for monthly membership we ask a minimum of the prorate period and 2 full monthly payments.

    This is part of our 1 payment month notice period.

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  • 15. Can I purchase additional Class Passes?

    Yes all Monthly members can purchase class passes for themselves at a discounted rate

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  • 16. Can I swap my class credits included in my monthly membership to more of a specific class credits type e.g Swap my Cycle for Yoga/Pilates

    There isn't the option to swap class credits. if you wish to do more of a specific class type you can purchase additional class passes.

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Cancellations

  • 1. What is the notice period if i wish to cancel my monthly membership?

    We ask for 1 payment month notice period.

    If you are still in your minimum commitment period, your membership can be cancelled after the minimum commitment has ended.

    You can either fill in our online cancellation form or email us.

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  • 2. When cancelling my membership will i need to make any further payments?

    Please expect to pay one final membership payment.

    For example: If you request to cancel your membership on the 14th of the month your next months payment will be processed on the 1st of the month like normal and you will have access until the end of that month.

    If you are still within your minimum commitment period your may have more than one full payment to pay.

    After that final payment no further payments will be processed and your membership will be cancelled.

     

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  • 3. I haven't made my last months payment can i just cancel?

    To activate a membership cancellation all payments must be up to date.

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  • 4. How do I cancel my membership?

    You can fill in our cancellation form on the website

    or you can send us an email to contact@fivestarwindsor.co.uk

    Please include the following:

    Full name
    Email address on our profile
    Contact number
    Reason for wanting to cancel
    When you would like to cancel your membership by

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  • 5. Can i just give verbally request my membership to be cancelled?

    We do not accept Verbal requests for membership cancellation. Only written requests are accepted.

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  • 6. Can i get a partial refund on a membership payment if I only want to use the membership half the month?

    All membership payments are taken in full and no partial refund will be given.

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  • 7. I have changed my mind and want to keep my membership can it be reactivated at the same price?

    Yes if you get in touch with us a minimum of 3 working days before the next payment is due to be processed we can reactive your membership at the current membership rate.

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  • 8. I cancelled my membership a few months ago can i rejoin at the payment rate as before?

    When rejoin with us it will be on the current membership rate.

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Way to pay

  • 1. How can I pay for my monthly membership?

    You have 2 option
    1. Recurring monthly payment from a debit or credit card
    2.Direct debit

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  • 2. How can i pay for Gym Passes

    You can purchase Gym passes via out app using your debit/credit card
    or if you come in to pay you can purchase via debit/credit card or apple pay

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  • 3. How do i pay for Class Passes

    You will need to book and pay for classes via our app using a debit/credit card

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  • 4. Do you take cash payments?

    No we do not take cash payments

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Class Passes

  • 1. How do I book a class?

    All class bookings are made via our app

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  • 2. Can non members book classes?

    Yes of course you can! Book and pay via our app

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  • 3. How do i pay for a class pass?

    You book and pay via our app using debit/credit card

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  • 4. Are all class passes the same price?

    No we have different prices for different class types. The app will show you the prices for each class

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  • 5. Do I get a refund on a class pass if i cancel the class

    All class passes are non-refundable or transferable

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  • 6. Can i transfer my class pass to a different class day/time?

    All class passes are non-transferable or refundable

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  • 7. How far in advance can i book a class?

    You can book a 2 weeks in advance

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Gym Passes

  • 1. What is included when purchasing a Gym Pass

    You get access to the gym floor and changing room facilities during the duration of your purchased pass

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  • 2. Do i get classes included with my Gym Pass?

    No classes are included with all of our Gym Passes.

    The only Pass with Classes included is out 1 Month Taster Pass.

    Classes can be purchased separately

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  • 3. How do i purchase a Gym Pass?

    You can purchase a Gym Pass via our app or when visiting the facility

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  • 4. Can i get a refund on a Gym Pass

    All Gym Passes are non-refundable or transferable

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  • 5. Can i transfer my Gym Pass to different dates?

    All Gym Passes are non-transferable

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  • 6. Can i get a partial refund if you are closed?

    No refunds are given when we are closed

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  • 7. Can i share my Gym Pass

    No, Gym Passes are for the use of one person.

    Sharing Gym passes will result in barrier access suspended you will only have access given by a staff member.

    You and the person who you have given unauthorised access to will be charged £10 each.

     

    Passes can be termination.

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  • 8. Can you pause my Gym Pass

    There is no pausing or freezing Gym Passes

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  • 9. Can I buy a Gym Pass for a selected date

    Gym Pass will be active the day of purchase either via the app or in person.

    There is no option to pick a date for Passes to start.

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Membership Class Credits

  • 1. What are Class Credits?

    Class Credits are what you receive each month with your pay monthly membership

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  • 2. How many Class Credits do pay monthly members receive each month?

    It depends on the Membership package you have purchased

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  • 3. Can I swap class credits of one type for another type?

    You can not swap class credits, but if you wish to attend additional classes of a specific type you can purchase class passes at a discounted rate.

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  • 4. How do I use a class credit?

    When you book a class via our app a class credit will be used

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  • 5. What happens if i have run out of a specific type of class credit and try to book a class of that type?

    If you have used all class credits of a specific type but try and book a class of that type the system will automatically charge you for a class pass.

    Class Passes are non-refundable or transferable

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  • 6. Do class credits go back onto my account if i cancel a class?

    Class credits are added back onto your account if you cancel a class with more than 24 hours notice.

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  • 7. I cancelled a class with less than 24 hours notice do i get my class credit back?

    You will not receive a class credit back onto your account if you cancel a class with less than 24 hours notice

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  • 8. I didn't attend a class will i receive my class credit back onto my account?

    You will not receive a class credit back onto your account if you do not attend a class

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  • 9. Can I book Hot Yoga with my class Yoga credits?

    Hot Yoga is not part of the membership and can not be booked using class credits. Members do however get a discount on Hot Yoga class passes.

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Class Cancellation Policy

  • 1. How much notice do i need to give if i need to cancel my space on a class

    To avoid wasting a class credit or incurring a charge more that 24 hours notice.

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  • 2. Are there late cancellation charges for classes?

    We do have late cancellation charges in place on all classes. Please ask a member of our team for more information or you will find this information in our T&C's

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  • 3. Are there no show charges for classes?

    We do have no show charges for classes

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  • 4. Why do you have late cancellation and no show charges in place for classes?

    We have late cancellation and no show charges in place to discourages members from late cancellations and no shows so all members have the opportunity to be able to attend classes and with notice.

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  • 5. Are all charges the same?

    Charges for premium classes like Yoga,Pilates and Cycle that Functional fitness classes.

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Minimum Age for Entry

  • 1. What is the Minimum Age I need to be to attend your gym?

    The minimum age requirement for gym users to 18 years old.

    However, there are a few exceptions for 16-year-olds:

    Existing members with 16-year-old memberships can continue.
    If you have previously used our facilities without any issues, you are welcome to continue.
    If accompanied by a member who is over 18 years old.
    If a parent or guardian is a member and recommends you to us.

    Please note, all new members and pass holders must present a photo ID for age verification before entry. Access will be denied without age verification.

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Become a Member