Reopening information and FAQs

When will my first payment be taken?

You will get the remaining weeks in September free and then your first direct debit payment will be taken from your bank on the 1^st of October 2020.

I am not ready to return – what do I do?

We are giving all of our members the option to freeze their membership up to 31 March 2021. We know there may be a range of reasons for you doing this and we won’t ask any questions, simply let us know that you would like to freeze your membership in writing.  If you informed us before the 14 September and your first payment will not be taken and won’t be restarted until either you let us know OR beyond the 31 March 2021.  If you wish to freeze your membership after the 14 September at any point up to 31 March 2021 then our team will advise you about your final direct debit payment.

I chose to freeze my membership but now I want to return - can I do this?

Of course, we would love to have you back!  Simply call or email us letting us know you want to restart your membership and we will advise you of when your next direct debit payment will be taken. 

What activities do I have to book?

You will be required to book in for fitness classes and fitness suite visits. Please note, these bookings are for individual training sessions and no group training sessions can take place.  Our fitness team will always be present to ensure social distancing is adhered to.  You can book 1 class and 1 fitness suite session maximum per day.

I want to book a pitch or court for a group activity, can I do this?

Customers must make all block booking requests or amendments via phone, email or post. This helps us reduce the amount of contact required at our reception.

Hirers and participants must not enter the centre without a confirmed booking. Bookings will be confirmed in writing in advance of the first requested date. For updates on booking status please call reception on 01475 674666 or email us at inverclyde.enquiries@sportscoltand.org.uk

Please do not approach our reception desk at this time.

Why do I have to book?

Capacity of the fitness suite and classes are restricted by guidelines on safety, room size and physical distancing guidance. We also use your booking information plus you accessing the fitness suite with your access band for Test and Protect information.

When does booking open?

Booking opens on 9 September at 9am. Our customer service team will be available to take phone bookings between 9am and 3pm and they will also be sending your unique online booking information directly to everyone from that date. You should receive this by Sunday 13^th. If you don’t receive this by Sunday 13^th please contact us at inverclydeenquiries@sportscotland.org.uk – please also remember that you can book via phone until you get your online account set up. You can book for slots and classes 7 days in advance.

How do I book?

You can book online by visiting our online booking system here.  You can also contact our reception by phone.  We expect a lot of calls so please be patient and where possible book online. Please note, only members that have classes included in their membership type (i.e. standard members) will be able to book classes. If you wish to upgrade your membership please contact us.

I haven’t used the online booking system before, how do I access it?

We know that a lot of members won’t have used the online booking system previously – if you have then you are good to go and are able to book sessions and classes from  9 SEPTEMBER at 9am as normal. For those members who don’t have an online account you will be required to register for this which requires a unique access code to be sent to you. Our team will be available between 9am and 3pm from the 9^th and will be working through our member list to get this email sent to you before Sunday 13^th. The email is sent from the address ‘no-reply@elitelive.co.uk’ with the subject line ‘Inverclyde Centre Internet Membership’

Once you have this information you are able to register an account. We have created a step by step guide for you to follow if you have any difficulties. Please download this here.

I can only book fitness suite slots for on-the-hour but this doesn’t suit me

Our fitness suite slots are ARRIVAL slots. You can arrive ANY TIME within that time slot and then stay to train for 1 hour. This is to reduce the amount of traffic through the centre at the same time.

How long is my session for?

At the moment we are limiting fitness suite sessions to 1 hour and will monitor this as we start to welcome everyone back.

Is there a limit to the number of sessions and classes I can book?

Yes, at the moment you can only book 1 fitness suite session and 1 class per day.  This gives all of our members the opportunity to come back.

I can no longer make my booking, do I need to let you know?

Yes please!  It will help us offer your place in a class to others if you cancel with us in advance. Please phone the centre to do this.

How do I make a booking for your pitches and courts?

Customers must make all block booking requests or amendments via phone, email or post. This helps us reduce the amount of contact required at our reception.

Hirers and participants must not enter the centre without a confirmed booking. Bookings will be confirmed in writing in advance of the first requested date. For updates on booking status please call reception on 01475 674666 or email us at inverclyde.enquiries@sportscoltand.org.uk

Please do not approach our reception desk at this time.

What should I tell my group about arriving for the booking?

Participants must arrive no more than 5 minutes prior to the booking time and must depart promptly from the facility and car park to avoid unnecessary contact with others.

For users of the indoor 3G, outdoor 3G, grass pitches or tennis courts there is no access to the main centre available. Please go straight to the pitch or court.

Customers who are entering the centre for their booking must observe our one-way system, social distancing protocols and heightened hygiene protocols which are in place throughout the centre. These are clearly marked.

Do we need to wear face coverings?

All customers entering the centre will be required to wear a face covering (unless exempt) whilst you are en-route to your activity area. Face coverings are not required to be worn in activity areas.

Do we need to bring equipment?

You must arrive dressed to participate in your activity. No changing or shower facilities are available at this time. There is a small number of lockers available outside the changing rooms should you require them.

Hirers must come equipped with all equipment required for their booking. No equipment will be supplied by the centre at this time unless otherwise agreed in advance at the time of booking.

How do we provide Test and Protect information for our group?

Hirers must maintain a Test and Protect Attendance Register for each booking their group attends which must include each participant’s; name, telephone number, arrival time and departure time. Register templates are available for collection in; the sports hall, the indoor 3G and the outdoor 3G. Specific test and protect arrangements will be provided to the hirer upon confirmation of booking. For further information please contact us by email on inverclyde.enquiries@sportscotland.org.uk

How do we pay for our booking?

All payment must be made through a cashless transaction either over the phone or via BACS transfer at the time of booking. No payment will be taken in cash or transacted in person at this time.

I am not a member but use PAYG classes – How can I get involved?

We won’t be able to provide classes for PAYG customers at this current time but we hope to be able to do this very soon. We will let you know when this service will resume on social media and via email.

Can I join as a new member?

Not at the moment. However we hope to be able to welcome new members soon and will give updates on our social media channels on Facebook, Twitter and Instagram.

I am a gym only member - can I book and pay for a class?

At the moment only members who have classes included in their memberships can book and attend classes. We will be continuously monitoring this and hope to be able to offer this soon

I would like to attend classes, can I upgrade?

Yes, if you are already a gym only member then you can upgrade your membership.  Please do this over the phone or in writing to the centre.

Is there anything I need to know before I arrive?


We will be operating a one way system through the centre so please follow the signage and the fitness team will be on hand to help you. Please travel light as the changing rooms won’t be open – so come ready! There will be a toilet available to use. Please also bring your own bottle of water as no water coolers will be available. There will be a small number of lockers outside the changing rooms, these require a padlock to secure. You must also wear a face covering throughout the centre until you reach the fitness suite or studio.

I've misplaced my access band, what should I do?

You cannot enter the fitness suite without your access band.  Please phone or email in advance of your visit and order a new one.  These cost £5 which will have to be paid over the phone.  Our staff will then let you know where you can pick your new band up.

Will the equipment be the same? 

A small amount of equipment may have been removed or is marked as out of use to accommodate new protocols to manage social distancing and infection control protocols. Please speak with a member of the fitness team for further information.

Will staff still be available to help with a programme? 

Our fitness team will be on the fitness suite floor at all times for any support you might need but will be unable to help train or provide programmes at the moment.

Is there a time limit on my visit to the gym?

Yes.  For now we are limiting fitness suite sessions to 1 hour.  This is to allow us to manage the amount of people in the centre and fitness suite but we will monitor this as we reopen and make changes where necessary.

I usually pay as you go, can I book?

At the moment our members who have fitness classes included in their membership are the only ones who can book and attend classes.  We will be monitoring this as we reopen and hope to welcome everyone back soon.  We will provide dates once we know them. 

Is there anything I need to know before I arrive?

We will be operating a one way system through the centre so please follow the signage and the fitness team will be on hand to help you. Please travel light as the changing rooms won’t be open – so come ready! There will be a toilet available to use. Please also bring your own bottle of water as no water coolers will be available. There will be a small number of lockers available outside the changing rooms, these require a padlock to secure. You must also wear a face covering throughout the centre until you reach the fitness suite or studio.

Do I need to bring my own equipment?

Where possible for classes such as pilates, it would be great if you can bring your own mat however we will have mats available.  Our mats and other equipment will be cleaned beforehand and then we will ask for you to place them in a separate place when leaving the class in order for us to clean everything.

Where can I view the class timetable?

The class timetable is available to view here.

My favourite class isn’t running or has changed times – why is this?

Due to current circumstances we are unable to run a full class timetable and it does have to operate differently to how it was before to allow for cleaning of the studios between classes. If you find you are unable to use your membership at the moment due to changes in time then you have the option to freeze your membership until 31 March 2021. You can unfreeze it up until then once our class timetable is able to expand.

Are you operating with different opening hours?

Opening hours

Fitness Suite opening hours is as follows:

Monday – Friday               0600 – 2100, last admission 2015
Saturday/Sunday              0800 – 2100, last admission 2015

Will the café be open?

The café or bar area will not be open at the moment and we will not be providing seating for anyone at the time being.  Please arrive on time for your slot or class and afterwards please exit the building promptly.

Can we visit reception?

We are keen to keep face to face interactions as low as possible at this time to ensure everyone's safety.  You should not need to visit reception for anything during your visit but if you do have a query then please email us or phone.