FAQs
Got a burning question? We’ve answered some of our most common ones, here. If you can’t find the answer you’re looking for, contact us and we’ll get right back to you.
What are my options if I move during my membership?
If you move more than three miles from the club and can provide a bill or utility statement at your new address, we will cancel your membership at 30 days’ notice. This term applies to 6- and 12-month memberships as well as premium memberships. If you are on a flexible contract, you will need to provide us 30 days’ notice in line with your terms and conditions.
How do I cancel my membership?
By sending a cancellation request to hello@studio-society.com providing a minimum of a 30-day notice period – we cannot provide refunds once a payment for a month has already been paid for cancellations that do not follow this term. Cancellations cannot be done by cancelling at your bank as this will lead to your account defaulting. All cancellations will be processed by the internal team in line with your cancellation date terms.
What are my options if I become injured or fall sick and I am not able to use the facility?
If you are injured or sick for more than 14 days, we will provide you the option to freeze your membership free of charge for up to 3 months. The term you freeze for will be added onto your membership term and must be fulfilled when you return. For a medical freeze, we will need a medical note from your GP or specialist.
What happens if I go on holiday?
We can freeze memberships free of charge for a minimum period of one month and a maximum period of three months. Freezes can only be in full calendar months e.g. you wouldn’t be able to freeze for a specific number of days if you were away for three weeks.
Can I freeze my membership?
Yes, in line with the terms in Q3 and Q4. Freezes do not apply to flexible contracts.
Can I transfer my membership to another person?
No. All memberships are strictly for the individual who signed up to them and cannot be transferred in any circumstance.
Is there a joining fee?
No, we do not currently operate with a joining fee.
Is the gym included in the membership or is it just classes?
We have an option for just class access or class access with strength studio access included.
What are your opening times?
Monday to Thursday 6am to 9pm, Friday 7am to 8pm, Saturday and Sunday 8am to 3pm.
Where can I place my stuff when working out?
We have lockers next to the spin studio and changing rooms. You will need to bring a padlock as we do not sell or provide padlocks on site.
Are there shower facilities I can use?
Yes, we have shower facilities in both changing rooms. You will need to bring your own towel as we do not provide towels on site. Our female changing facilities also include hair dryers and hair straighteners. Both male and female changing rooms have shower gel & shampoo.
Is there a water fountain?
Yes, we have two water stations next to the strength studio/outside studio 2.
Do you have personal trainers?
Yes. Our personal trainers operate as self-employed trainers and provide a separate service that is standalone from your membership. Payments are taken through Studio Society, and you will arrange your sessions with your trainer directly. We operate with a 24-hour cancellation policy on cancelled sessions.
Will someone show me how to use the machines in the gym?
Yes, we offer gym inductions to all new members. These are up to 30 minutes in duration and will cover how to use the equipment safely. Please note, this is not a personal training session and staff will not go into anything specific at this stage as this is primarily for safety and familiarisation with the equipment. Should you wish to consult our trainers for further help, you can book a free 30-minute consultation with one of our team here. We do not offer a free personal training session as such.
How do I pay for my membership?
Online through e-commerce by setting up your account and providing your bank details. Payments are taken on the date you sign up for one calendar month at a time unless you are paying for an upfront membership. We do not accept cash.
What is the minimum age to use the gym?
16 is the minimum age. 16- and 17-year-olds must get parental consent in writing which should be sent to the clubs General Manager. 18-year-olds and above do not need written consent. For individuals who appear to be under 16 years old, we retain the right to ask for proof of age.
Do you have parking?
We do not offer on-site parking but there are many residential roads nearby where members can park without charge.
Where can I find you?
Corner of Fortune Green Park opposite Have an Avo coffee shop next to the Gym Group, West Hampstead. There is a bus stop outside the facility that runs from Golders Green through to West Hampstead train/tube/overground/Thameslink which are the 139 and 328. The facility is located a 10-minute walk north from West Hampstead tube station.
Do I need an access card to enter?
No access card needed; you will be able to generate a QR code through your Member App to sign in for your classes via our friendly reception team. If you forget your phone or do not have a code for any reason, please give your name and the class you are attending.
How do I book classes?
Once registered, you can download our Member App from your app store by searching Studio Society. You can book classes up to seven days in advance and there is no limit to the classes you can do during the week.