IMPORTANT COVID-19 UPDATES – latest service information for Clients and for Members

COVID-19: Service Update For Members

As COVID continues to affect our gym, leisure centre, and entertainment clients, we’ve got multiple teams working on how we respond to the pandemic, so we can quickly adapt to changing circumstances and support all members.

If your gym, leisure centre or entertainment business has been affected by a local lockdown, you will hear directly from them about details of reopening and membership payment plans. Please follow your provider on social media or visit their website for the latest updates.

Our Opening Hours

Our member services team is working hard to support you.

Our opening hours are: 8am – 6pm Monday to Friday and 9am – 12pm Saturday.

You can call the team on +44 (0)1444 449166 or contact us using our online contact form.

Our online Payflex portal is also available for you to manage your membership payments 24/7.

Before you contact us, please check if your query can be answered by our Frequently Asked Questions.

Frequently asked questions:

Why haven’t you responded to my query yet?

As a result of COVID, we’re receiving an unprecedented number of calls and queries. We appreciate your patience and understanding and will respond to you as soon as we can.

Please help us to answer your query quickly by providing your membership number, the name of your gym, leisure centre, or entertainment provider, and your contact details. There’s also no need to send us another query, we will respond to all queries as soon as we can.

Why have you taken money from my bank account?

Harlands processes membership payments on behalf of gyms, leisure centres and entertainment providers in the UK.

If you haven’t cancelled your membership correctly, then your regular membership payments will continue to be debited from your bank account. To request a cancellation, you need to email either us, or your gym, leisure centre or entertainment provider directly before you cancel your Direct Debit.

How do I cancel my membership?

Membership cancellations are subject to the policy of your gym, leisure centre, or entertainment provider and the terms of your membership agreement. There may be a notice period for your membership, so we recommend checking the terms and conditions of your agreement from when you originally signed up.

If you’ve asked us to cancel your membership, we will do so from the date of your email. We will also confirm we have received your request and that your membership has been cancelled.

If a payment has been collected in the interim period before your membership was cancelled, you should  receive a refund within three weeks.

Why is there Harlands direct debit on my bank statement?

If you have a direct debit on your bank statement from Harlands, this will be for a gym, leisure centre or entertainment membership you’ve signed up for. Harlands processes membership payments on behalf of gyms, leisure centres, and entertainment providers in the UK. 

How do I freeze my membership?  

A membership freeze is subject to the policy of your gym, leisure centre or entertainment provider, and terms of your membership agreement. There may be a notice period for your membership, so we recommend checking the terms and conditions of your agreement from when you originally signed up.

If you’ve asked us to freeze your membership, and you’re eligible to do so, then we will action this request from the date of your email. We will also confirm we have received your request and that your membership has been frozen.

If a payment has been collected in the interim period before your membership was frozen, you may be due a refund based on your provider’s policy. We will confirm this with you, based on your individual circumstances.

Why is there a transaction pending on my account? Where your membership has been frozen or cancelled, in some cases, your online banking may show your next payment as pending (or listed as an upcoming bill/Direct Debit due for collection). We recommend checking with your bank to see if any additional payments are due.