GymFlex: COVID-19 General Information: Updated 23.06.2020

We understand that many of you have questions over your gym membership arrangements and how thingswill be handled as the industry begins to reopen. As gyms await Government guidance on reopening, the plans will begin to develop and clearer information will become available. For now however, the following FAQs should help answer some questions and explain what may happen over coming months:

Membership Freezes & Extensions

The default by the majority of gyms is for a membership freeze and extension to be put in place. In essence, this means if the club was closed for 3 months then your membership renewal date will be extended by 3 months.

  • What if the freeze period is not a clear 3 months? Gyms are planning for this scenario and varying offers will be made available to ensure employees are not missing out. It is likely your gym will contact you directly over these arrangements and subsequently update GymFlex with any new renewal dates.
  • My company only run one annual enrolment window, an extension will mean I cannot renew? Incorpore are working on solutions to accommodate this issue. As gyms have been closed and their staff on furlough it means we have had limited opportunity to develop these plans. We will be liaising with your company on the next steps and you'll be updated in due course.

Gym Safety & Reopening

Memberships will recommence when your gym reopens, after the Government advises this is feasible. The industry is hopeful that they will be permitted to open later in July. Your gym will advise you of their reopening dates and any specific measures they are taking to keep you safe. There may be some changes to the way in which your gym needs to operate, please support your gym by adhering to their recommendations and rules. We would like to reiterate that hygiene measure will be significant and that gyms will only be open once the Government deems it safe for them to do so.

GymFlex Availability

We are starting to receive many queries about when the gyms will re-open and when the GymFlex site will be available for selections once more. The industry is hopeful to get their doors open again in July but it may be that we see phased re-opening dates over the first month. We will work with your employer to get the GymFlex site open for selections as soon as both parties agree it is okay to do so, and obviously only when the Government has given the go ahead for gyms to open.


Your gym membership style is an annual paid upfront agreement. Your company has purchased this for the year and recoups the cost back via your salary each month. GymFlex are not responsible for your salary deductions, these are made by your company in line with the salary exchange agreement you committed to when selecting the benefit.

  • I am on furlough what does this mean for my payments? This should be discussed with your employer as GymFlex are not responsible for your salary deductions.
  • I am being made redundant or leaving my company, what happens? Firstly, we are sorry that you arebeing made redundant. Your redundancy package will be advised by your employer. Generally the arrangement with redundancy is for the membership balance to be deducted from your final pay. This will allow you to continue accessing the gym at the GymFlex discount until the end of your extended membership term.


We have received some questions over cancellation options. To date the gyms have had staff on furlough so we have been unable to discuss any options to cancel and changes to the terms. As their staff begin returning to work we are aiming to get a clearer picture with regards to any cancellation rules. An important point to note: your gym membership selection required you to agree to your employer salary exchange and the gyms terms and conditions. Any cancellation request must be submitted by your company, to GymFlex who will liaise with your gym to seek approval fromthem. The gym holds the final decision. Some general guidance to help facilitate any cancellation requests follows:

  • Double check whether your gym has any information on their website with regards to cancellation rules
  • Submit your cancellation request to your HR & Benefits team with accompanying evidence to support the request:
  • Medical cancellations require a doctors note which states you are unable to exercise
  • Relocation requires proof of your move, either new home address or company to confirm your work relocation. Note that gyms who allow cancellation due to relocation normally have a minimum move distance. Additionally, should your gym have another club within their chain which is nearer your new location then a club transfer will be provided
  • Allow us some time to manage everything, please remember there are numerous parties involved with the setup of your membership and due to COVID there is a backlog of queries. We will address everything as soon as possible but there may be some delays handing requests, we do apologise and would thank you for your patience

Top Chain COVID Information Pages

Information is still being updated as clubs return their staff from furlough but these links should come in handy over coming weeks.

Virgin Active:
David Lloyd:
Places for People:
Everyone Active:
Nuffield Health:
Pure Gym:
The Gym Group:

Download COVID-19 General Information & FAQs