Coronavirus: FAQS

Has my membership been frozen?

Yes, all memberships have been frozen indefinitely from 21 March.

When will my club be open again?

Please continue to check back on virginactive.co.uk for the latest information. We are constantly monitoring the evolving situation and following from Public Health England and will be communicating to our members and staff as we learn more over the coming weeks.

What fees will I pay?

Your membership has been placed on freeze so no payments will be due.

What will happen to the payment I’ve already made for March?

Your membership has been frozen immediately and we have applied a credit to your membership for the remainder of March which will be used against your next direct debit.

What if I have already paid a freeze fee?

We will credit any freeze fees paid for this period of club closure to your account which will be credited against your next direct debit payment.

What will happen to my direct debit payment?

You do not need to cancel your direct debit as it will be automatically adjusted for you.

What will happen to my membership when Virgin Active clubs reopen?
When your club re-opens, your membership will be reactivated (unless you have requested that it be frozen for a longer period). If at that time you want to extend your membership freeze for a longer period, you will be able to do so in line with our freeze policy, and with immediate effect. To process an additional freeze at that time, please give us a call on 0207 717 9000.

What if I have an Annual Membership?

We will extend your membership by the amount of time our clubs are closed.

What if my company pays for my membership?

Please speak with your HR team who we will be liaising with directly.

What will happen to my PT/Swim sessions?

Your Swim/PT/Racquets sessions have been frozen. Once your membership has been reactivated your sessions will be active for you to use.

What will happen to my crèche pass?

We will manually extend the expiration date on your crèche pass in line with the period of our club closures.

What if I have guest passes that are due to expire?

We will extend the usage dates of all guest passes available to you on the Virgin Active app. 

I have a Health and Beauty voucher, when I will be able to use this?

We will extend the expiration date of your voucher in line with the period our club closures.

Next steps

You can make changes to your membership through the My Account section of the website or on the Virgin Active app.

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