say hello to the bridge app
The moment you’ve been waiting for is finally here!
Say goodbye to scrambling to the bottom of your bag to find your paper membership card. Bid farewell to over-capacity classes. It’s adios to the frustration of finding out too late that a class has been cancelled or there’s works on the gym floor.
You spoke, we listened. It’s time to welcome an elevated, personal, and easy gym membership experience at The Bridge. Say hello to The Bridge App!
This is a big change for us, and we understand that you’ll have a few questions about how this changeover will work. That’s why we’ve created this Q&A page and a our ‘how to’ guides to make the process as simple and smooth as possible.
As with all big changes, there may be a few bumps in the road as we get all of our members set up on the new system. Please let us know if you come across any issues – we’ll work hard to resolve any hiccups as soon as possible. Thank you for your patience with us during this time.
If you have any questions that aren’t answered on this page or if you’d like to speak to a member of the team, please get in touch! You can speak to us in person at The Bridge, email us at info@thebridge-uk.org, phone us on 020 7089 6250, or message us on Instagram (@the_bridge_london).
your questions, answered.
I’m on a direct debit membership (pay monthly commitment or payment monthly cancel anytime). What will happen to my current membership?
You can access the gym using your current membership until Saturday 23 December 2023. We’re then closed for our winter break until Tuesday 02 January 2024. From this date, you’ll need to sign up for a new membership through The Bridge App or via our website to access the gym. We understand that this isn’t ideal and we’re sorry for the extra step – but we promise you it’ll be completely worth it!
To sign up, simply create an account through our app or our website and select which direct debit membership option you’d like. Payments will now be taken monthly from your date of purchase, rather than from the first of the month.
You’ll be charged a £25 joining fee but this can be refunded to you when you next visit us.
For help setting up your account, check out our step-by-step guide. If you’re having any problems at all setting up your account or would like someone to help you, don’t hesitate to speak to our reception team.
I’m on a 12-month commitment pay monthly membership and want to keep my original membership end date. Is this possible if I have to re-start my membership in January?
Yes! If you’re on a 12-month commitment membership, you can keep your original membership end date. Our reception team will have a note of when this is. For example, if you started your membership in May 2023, you can cancel it without a cancellation charge in May 2024. To cancel, please speak to a member of our reception team or send us an email on info@thebridge-uk.org.
I’m on a cancel anytime pay monthly membership. How do I cancel my membership on the new system?
Like with your current membership, you can cancel your membership by getting in touch with our reception team. Speak to us or email us on info@thebridge-uk.org. More information about this can be found in your terms and conditions. You cannot cancel your membership through the app.
I’m on an upfront membership (annual membership or Zestival student discount annual membership). What will happen to my current membership?
As you’ve already paid upfront for your membership, your annual membership will be transferred to our new system. You’ll keep your original membership end date and will be able to use our app and new features starting in January 2024.
You can continue using the gym as normal until Saturday 23 December 2023. We’re then closed until Tuesday 02 January 2024, at which point you’ll need to have an account with us to access the gym.
You can create an account via our app or through our website. Once you have created a profile, our reception team will complete your membership transfer. Please come and do this with us at reception between Monday 11 December and Saturday 23 December for the smoothest and easiest experience, and to save yourself time getting set up in the new year.
I have an unused day pass which I haven’t purchased through the new system. Will I be able to use that when the old system closes?
No, you’ll need to use this before Sunday 24 December 2023. If you can’t visit us in December but your day pass is valid for January, please get in touch with our reception team.
What will the new app do?
With our new app, everything you need to access our gym is there at the touch of a button. You’ll be able to:
- Buy and renew your membership,
- Store and easily update all your details in one place,
- Book a space on our classes and group inductions,
- Receive important alerts and notifications directly to your phone (e.g. rare last minute class cancellations),
- Check-in in seconds by scanning your unique bar code at reception.
Basically, the new app will give you more time to focus on what’s actually important – you and your workout.
How do I download the new app?
Search for ‘The Bridge Central’ in your app store or follow these links to download:
How do I set up an account and buy a membership?
There’s three ways you can do this:
Through the app (the best method). Once you’ve downloaded your app, follow the instructions to set up your account. Once set up and logged in, select the membership you’d like to purchase in the ‘buy’ tab.
Through our website. Memberships are available to buy through our website. Click ‘buy now’ on the membership option you’d like to purchase to get started. You’ll be prompted to set up an account when you do this.
At reception. Our reception team are here to help you every step of the way with your membership transfer and can support you in downloading the app, navigating it, and signing up for your membership. Simply speak to a member of the team during your next visit.
If you don’t have a smartphone, please speak to a member of our team.
For step-by-step instructions on this process, check out our ‘how to’ guide.
Do I need the new app to access the gym?
Yes, as you’ll need the app to scan your unique bar code to check-in to the gym.
You can set up your account, book on to classes and buy your membership through our website and at reception. For the best experience, we recommend doing everything through the app. Check out our ‘how to’ guide to show you step-by-step how to set up your membership.
Who is hosting the app?
A. Our app has been created through MindBody, a health and fitness platform supporting businesses with digital and tech solutions. Keeping your data safe is our top priority and we’ve renewed our data policy to outline how MindBody stores your data. See our data policy here.
Will memberships prices be increasing?
Yes, our membership prices are increasing slightly in the new year. This is due to the impact of the cost-of-living crisis, resulting in increased costs in running the gym.
Our new prices from January 2024 are:
- Annual upfront: £374.00
- 12-month commitment (paid monthly): general £33.00 per month / concessionary £22.00 per month (+ £25.00 joining fee for new members.)
- Cancel anytime (paid monthly): general £44.00 per month / concessionary £33.00 per month (+ £25.00 joining fee for new members.)
- One day pass: £16.50
If you’re currently on a pay-monthly membership, you’ll be paying the new monthly amount from January 2024 when you buy your membership through our new system.
If you’ve already paid for an annual upfront membership, you won’t need to pay the new amount until you renew your membership.
How do I make sure I receive important communications from The Bridge through the app?
When you complete your profile via our website or at reception, you’ll be asked to confirm your communication preferences.
We really encourage you to opt-in for all preferences. If you do remain opted in for:
- account management: you’ll receive emails specific to you and your account – this includes things like class and appointment booking confirmations, notices that your membership is about to auto-renew or that your payment was refused.
- scheduling updates: you’ll be sent emails telling you about things like changes of class times, class cancellations, change of instructors, etc.
- news and promotions: you’ll join The Bridge mailing list and receive our monthly newsletter containing the latest events, news, special offers/discounts and details of projects taking place at The Bridge.
What changes are being made to how I attend fitness classes?
To attend a fitness class, you must book a space via the app, our website or by speaking to a member of The Bridge Reception Team.
You can early cancel a scheduled class 1 hour before the class starts. You can either cancel through the app, website or by speaking to a member of The Bridge Reception Team.
If you cancel after the 1-hour cancellation window or if you don’t show up to the class, your account will be charged with a no-show or late cancellation fee of £5. These resulting additional charges will be added automatically to your account.
Your booking for classes isn’t complete until you’ve received a booking confirmation from us. If you don’t receive a confirmation, please contact us by phone, e-mail, or in person.
What is the new lateness policy?
We operate a policy which prevents you taking part in a session if you’re more than 5 minutes late. This policy is in place to prevent injury and to be mindful of the trainer and other participants in the session. Where you’re not permitted to join a session because of your late arrival this is classed as a no-show and you will automatically be charged £5.
Do I need to complete a health form even if I've completed a paper one previously?
When you book an appointment or a fitness class for the first time with us you will be sent an automated e-mail which also asks you to fill in a health questionnaire. It is important that you fill this in prior to attending your appointment or fitness class.
If you're a returning member, please make sure you fill the health questionnaire through the new system, even if you have previously done it with us on paper.
Please note if you don’t fill this form you may be unable to attend your appointment, the fitness class or use the gym.
I've got my new membership on the app and noticed there's a free group induction in my basket. What is this and do I need to book it?
All memberships include a free group induction intro offer, where you’ll be introduced to our equipment facilities and gym rules by one of our trainers. We understand that you may have used many gyms in the past, but each gym’s equipment is different so for your safety and ours, new members will be required to book a group induction.
Your free group induction expires one month after you bought your membership. You can book your group induction via the app, or at reception.
Please note that if you're a current member who is joining the app for the first time, you don't need to book an group induction to use the gym or take part in a class. If you'd like to book a group induction, you're more than welcome to do so.
If you're a new member, you should do it before you start using the gym. If for any reason you can’t, you must do it within 2 weeks of starting your membership.
If you can't make your induction, you can early cancel a scheduled group induction 6 hours before the appointment starts. If you early cancel, you can re-book via the app or by speaking to a member of The Bridge Reception Team.
If you cancel after the 6-hour cancellation window or you don’t show up to your appointment, you’ll lose your free group induction intro offer. As you’ll still have to take part in a group induction, you’ll need to book a new group induction via the App or by speaking to a member of The Bridge Reception Team. You’ll have to pay an additional £5 charge for this.