How do I book classes / sauna & steam room sessions?
To book a class, just hop onto the ClubRight app (the one you use to gain access to the club), head over to “Make a Booking” and from there you can use the drop down menus to filter your booking options by activity.
Who can use the sauna and steam room?
The Sauna & Steam room facilities are available to our Premium Members and Day Pass holders.
15 minute sessions can be booked in via the ClubRight app.
Due to Day Pass holders not having access to the ClubRight app’s booking system, Day Pass holders can request to be booked in to use these facilities by giving us a call or chatting to us at the nutrition bar. We would recommend doing this well in advance to ensure availability.
Can I get an induction? I’m not sure how to use something in the gym and I’d like some help.
Simply send us an email requesting that you’d like an induction, alternatively please confirm our Induction Request Form. We will be in touch regards findings a mutually convenient time when a qualified fitness instructor will be available to facilitate your induction.Safety inductions are available to all Members of the Club (whether new or otherwise). Members may request as many safety inductions as they wish and are responsible for reaching out to the Club to arrange these.
All Members are advised not to use any gym equipment they are unfamiliar with without partaking in a safety induction first.
How do I gain access to the gym?
Use the QR code in the member area of the ClubRight app to gain entry to the Club by scanning it at the turnstiles.
If you do not have a smart phone then no worries! When you attend the club, simply push the assistance bell located to your right-hand side to call one of our staff members. We’ll just need your name to get you checked in.
How do I cancel my membership?
Please read Section 3(a)(ii) "Cancellation of Pay-Monthly Memberships" in our Terms & Conditions regards the terms in place to cancel your membership.
To process a cancellation you simply need to send an email to info@thebasementldn.com stating that you wish to have your membership cancelled, or complete our Cancellation Form.
Receipt of a valid cancellation notice will trigger a 30-day notice period, in which there would normally be one final payment date covering a final month of membership.
Please note that cancellation requests can only be processed if your chosen memberships minimum term has ended, as per our Terms & Conditions.
Cancelling your direct debit does not automatically cancel your membership with us.
How do I freeze my membership?
To request a freeze on your membership please email info@thebasementldn.com stating that you wish to have your membership frozen, alternatively you can complete our Freeze Request Form.
Freezes may be applied in monthly blocks with a maximum of 3 frozen months in any 12 month period of membership.
Please note that a membership must not be frozen at the time that a request for membership cancellation is made, as per our Terms and Conditions.
What happens if I cancel my direct debit without giving valid notice to cancel my membership?
Once your payment is unsuccessful your account will automatically fall into arrears and you will be unable to access your club. To continue your membership uninterrupted, you will need to contact us to bring your payments up to date and reinstate your membership.
Please note cancelling your direct debit will not cancel your membership. See above section ‘how do I cancel my membership’ for more information on this topic.
To cancel your direct debit without notifying us via a valid notice to cancel your membership is a breach of our Terms & Conditions.
Yikes I’m in arrears on my account! How do I bring my payments or direct debit up to date?
No worries! Just come into the club or contact us via our email or phone number (0207 284 4346) and we can restart your direct debit for you then and there. It’s a pretty simple and quick process, although you may have given us your account details before, we don’t keep that info on file.
Can I change my membership package?
Yes, in order to process a membership change we would just require an email to be sent to info@thebasementldn.com. Your membership change will take effect on your next billing date.
When will my direct debit be taken?
Your direct debit will be requested on the same day of each month. The day will always be the same date as your membership start date unless you freeze your membership, the date your membership unfreezes will be the new recurring payment date.
What happens if I miss a direct debit payment?
Don’t worry, these things happen from time to time. If your direct debit is still active, then we will re-attempt the direct debit around the middle of the month.
If after a couple of attempts, we are unable to collect your monthly membership dues we will usually reach out to you to help get your membership back on track.
How do I pay?
You can decide to pay for your membership monthly via direct debit or all at once as a lump sum. These are pay-monthly memberships (for direct debit payments) and fixed-term memberships (for lump sum payments).
How can I give feedback?
We love feedback! There’s always room for improvement, right? We strive to keep your club top notch so any feedback is much appreciated, just send us an email to info@thebasementldn.com with your thoughts.