How can we help you?

Ensure your membership is active, if you are not a member, or have cancelled your membership, you won’t be able to access the app.

Email or Password not recognised: Reset your password
App Crashes: Delete the app and re-install the latest version
Other: Hard close the app (swiping it away) three times and try again
If you still have problems, contact us and we will resolve this for you.

• Class bookings at our clubs can be made through the Third Space app. Please ensure you always bring your card to check in, as this will give you access to the club.
• Members are only permitted to book on to three activities in any one day.
• Only one activity can be booked at the same chronological time, this includes overlapping classes and applies to waiting list spots as well as bookings.
• Bookings open 48 hours before the start time of the gym visit or class.
• We encourage you to arrive at your class 10 minutes before the start to get set up.
• If you do not arrive at the studio before the class start time, your place may be given away to those on the waiting list.
• When a class is full, you will be able to book onto a waiting list.
• Spaces in class will be given out to waiting list members in order of arrival.
• Due to popularity, for some classes we operate an overbooking policy to ensure we maximise all spots for everyone’s enjoyment. We do this by tracking historic no-show trends.
• If you change your mind, cancellation is available up until 3 hours before the start of the class or gym visit. Late cancellation will be classified as a no-show.
• If a place becomes available, you will be sent an email or push message on your phone, to say you have been moved into the class but can cancel if you choose.
• Remember to check into the club up to 3 hours before the start of the class so you are logged as attended. You can always check you are marked as attended with the instructor either before or after the class.
• If you fail to show up for three bookings within a calendar month, your booking rights will be automatically suspended for one week. You will be notified by email. This policy maximises the potential number of slots available to members.
• We do not review or remove individual no-show notifications, so we would request that members do not challenge these. Contact the Group Exercise Manager at your club if you have reason to think that you should not have received a booking-rights suspension. Mitigating circumstances will be considered.

Payment Terms

• Sessions must be paid for in advance, either at concierge or via PT by DD Subscription.
• Top up sessions can only be purchased if you have a valid PT by DD Subscription.
• New joiners choosing PT by DD over the £100 joining fee, who subsequently change their mind before commencing their sessions, will be required to pay the clubs joining fee.

Expiry Dates

• Pack sessions must be used within a certain number of days from pack purchase; 2 session joining packs expire after one month, 5 sessions for 4 one time PT offer expires after 84 days, 3 and 10 pack sessions expire within 84 days of purchase, 20 pack sessions expire within 168 days of purchase
• PT sessions by Direct Debit are cleared down at the end of every calendar month – unused sessions cannot be carried into the next calendar month
• PT by DD top up sessions expire 31 days after purchase
• PT sessions are non-transferable
• PT sessions will expire on membership end date if this is sooner than expiry dates noted above

DD Cancellation Terms

• One full calendar month notice and payment running from the 1^st
• Cancellation must be given in writing (email is fine)

Session Attendance Terms

• If you cancel a booked session with less than 24 hours’ notice, or fail to attend a booked session, you will be charged for the session or, in the case of PT by DD, the session will be mark as redeemed
• If you’re late for your session, your session time will be reduced accordingly.  If you’re more than 20 minutes late for your session, the session may be cancelled and marked as redeemed
• If for any reason we need to cancel your booked session with less than 24 hours’ notice, or your PT is more than 10 minutes late for your session, you will receive a replacement session free of charge
• If your allocated Personal Trainer is; on holiday, absent, or leaves the business, the Fitness Manager will assist in allocating you an alternative suitable Personal Trainer to take over your PT sessions.

Refunds

• If you cancel your membership or your membership is terminated due to arrears, you will not be refunded for any unused sessions.

To book a PT session, tap the ‘Bookings’ icon in the bottom menu. Select ‘Personal Training’, then choose your club location and the type of service you’d like (e.g., Personal Training or Elite Personal Training).

You can book in by Trainer: Choose a trainer from the list to view their availability. If no times are shown, try a different day or select another trainer. You can also book in by Time: Pick an available time slot to see which trainers are available at that time.

If you have valid PT credits, you can complete the booking. If not, you’ll be prompted to purchase a Personal Training Pack before confirming your session.

Your Home Club is the location you originally joined, unless changed by you or our Membership Team based on your usage.

Your Default Club is used for class and PT bookings in the app. You can set or change it by going to ‘Profile’ > ‘App Settings’ > ‘Preferences’. You can also adjust the club filter when booking classes or PT sessions at any time.

You might notice that your Streak numbers don’t perfectly match your actual visits, classes and personal training sessions attended. This is due to historical data limitations when we imported your past sessions to the new app. If any visits or sessions weren’t recorded correctly during that period, they may be missing from your initial Streak count.

Going forward, every club visit and session you attend is tracked in real time by the app. We’ve also implemented a new rule where club visits are only counted once per 2‑hour interval. That means if you swipe in multiple times within two hours, it will still count as just one visit, ensuring your Streak reflects unique club visits rather than repeated entries.