FAQs

I am an annual KAL fitness membership paying customer and want to move to this rate, can I get a refund and re-join?

Regretfully KAL do not permit annual refunds, however, once your membership has expired, if you still qualify, you can then join ActiveHud.

Where can I join on this membership? Is it available online?

The membership is only available by joining online via the dedicated portal.

What are the criteria to join on a University of Huddersfield, ActiveHud membership?

You must be an active student or member of staff at the University, have a University of Huddersfield ID pass as this is how you will gain entry and use your University of Huddersfield email address. (You will not be given a KAL membership card). Once you have joined you will be required to send proof of your student/staff ID to contact.centre@kal.org.uk within 7 days or you may lose this discounted rate.

Which centres can I use?

You can use the University of Huddersfield’s ActiveHud gym and all of the KAL managed centres.

Do I use the same card to swipe into the University gym and a KAL gym?

Yes, your university student/staff identification card will allow you access to both KAL centres and the University gym.

Is this just for students or can staff join?

This offer is open to both current staff and students at the University of Huddersfield.

Does this membership include the Flexi card benefits?

No, it doesn't come with a Flexi card but you still get all the added benefits.

What happens if/when I leave the University?

The discounted rate will only be applicable whilst you are registered at the University of Huddersfield. Please contact the KAL Contact Centre team on contact.centre@kal.org.uk who will be able to advise you on your available options.

How do I cancel my membership?

All members on a contract membership must make 9 payments before they can request cancellation. Monthly members can request cancellation by just giving 30 days notice. You will need to complete a cancellation form at www.kalfitness.co.uk/contact and give us no less than one month's notice.

Can I join on this membership if I am leaving the University in, for example, 2 months?

No, as you are required to make a minimum of 9 payments. We would recommend that you join on the University monthly membership, so you have the flexibility to cancel without making a minimum number of payments.

Can I freeze my membership?

Yes, you can freeze for a minimum of 1 month to a maximum of 3 months. To request this, you just need to send an email to contact.centre@kal.org.uk. Freeze requests are from 1st of each month for full months only.

I have now unfrozen my membership and it will be active in 7 days; can I book an activity in the meantime?

Unfortunately not. The booking system is based on your current membership status so until your membership is live you will not be able to book.

Can you pay annually for this membership?

Yes, you can pay for an annual up-front membership, 9-month contract and rolling monthly payment. 

I am in debt, how can I pay this?

You just need to call the Customer Service Team on 01484 766131, option 5 

I want to change my bank details, how do I do this?

You can either email the KAL Contact Centre on contact.centre@kal.org.uk stating your account number and sort code or call the KAL Contact Centre 01484 271555 .

How do I download the KAL app?

Please watch the short video on downloading the KAL app 

What are the guidelines for bookings?

Please ensure you swipe your university student/staff ID card even if the barrier is open. KAL monitor non-attendance and will contact you if they notice you have not swiped your card upon entry to your prebooked activity session.  

If you are unable to attend a pre-booked session, please cancel with as much notice as possible (ideally 24 hours) to allow another customer to take your place. Here is a handy video which shows how you can cancel a booking via booking cancellations 

How do I make bookings for group fitness classes?

You can do this via the KAL app or the KAL website. 

View a short video on making bookings.

View a video on how to change a centre you wish to book into.  

How do I cancel or amend a group fitness class booking?

You can do this via the KAL app or via the KAL website. 

View a video on how to amend a booking via the app.

How many days in advance can I book?

You can book 7 days in advance and slots become available to book from 9pm 8 days before. However, KAL and ActiveHud kindly request that you only book for sessions that you can attend to ensure all customers have an opportunity to book a session. Please also remember to try to cancel any sessions giving 24 hours where possible to enable another customer to take your place.

I already have an existing membership with KAL, can I move to ActiveHud? 

Yes, if you are not in a contract membership or you have fulfilled your contractual agreement you can just email us to cancel and then join under this offer. 

If you are still in contract, you will need to take out a new membership first via: KAL Booking

Once you have done this you need to email contact.centre@kal.org.uk with your old and new membership ID so we can arrange to cancel your old membership. 

Please allow 30 days for your payment to be updated. You can choose on the joining portal to delay your start date to the date your existing membership is due to be cancelled. 

Do I have to pay extra for Your KAL?

The live streaming and on demand service Your KAL is free for all members.

I don't have a UK bank account, so I cannot take up this offer; is there an alternative for me?

No, this membership must be paid by Direct Debit from a UK bank account.

No, all existing ActiveHud members will not be affected by the price increase.