Book via the app

GET IN TOUCH

General enquiries

Need anything or have any general feedback? Drop our team an email.

hello@solo60.com

URGENT HELP

Can’t get in or cannot wait? Call us in emergencies only.

hello@solo60.com

BILLING ENQUIRIES

For anything finance related, email the accountants.

hello@solo60.com

TECH ENQUIRIES

Tech bug to report or want to request a feature? Email the devs here.

dev@solo60.com

PROPERTY ENQUIRIES

If you have a property we might like, let us know – rewards are given! 

properties@solo60.com

JOB OPENINGS

Want to work with us? See what we are recruiting for below.

Explore Open Roles

FAQ

COMPANY

What is Solo60

Solo60 was founded in 2019, but launched officially in 2021 by Ben Alderton – a successful personal trainer of 350 clients and 8 trainers. He was fed up of contracts, the rising rates of big box operators and wished he had his own gym.

Solo60 is a network of private wellness spaces for people and professionals to book solo, with friends or to train and treat clients from 60 minutes.

After reading the Support & FAQ, you can call, email or submit a ticket to our Customer Success team who will get back to you within 24 hours. 

Bookings

How old do I need to be to use a Solo60

Due to the nature of Solo60 being exclusive, unmanned sites, you must be 18+ years old to have an account with us and use our service. As the account holder, you are allowed to take somebody under 18 if they are supervised by you at all times, however we can accept no liability for them.

Any animals bought to any of our locations must come with written approval. Please email hello@solo60.com to ensure you are familiar with our House Rules around taking them.

Click ‘Sessions’ in the bottom navigation bar and select ‘Active’ if you’re within 12 hours of the session or ‘Coming Soon’ if you session is beyond that. You’ll find the PIN to the door and all relevant site information in the ‘Details’ screen from the ‘Active’ tab.
Your PIN code will only show 12 hours before your booking when we request a code from the lock on-site. If you’re booking within 12 hours, you should leave the session page and refresh after 5 minutes for the PIN to show. 
When entering your PIN, some of our locks will flash red even when operating correctly. Please push or pull the door as normal and it will open. You can also try entering the PIN again as it may not have synced to the door yet if the booking was very recent. If problems persist, please call our Customer Success team using the ‘Support’ tab in-app.
Click ‘Sessions’ in the bottom navigation bar, click ‘Active’ and click on ‘Details’. Scroll down to see all your session information.


All sites have further instructions to help you with any set-up issues.

Every Solo60 will have a speaker system. Follow the instructions on-site or see our Speaker Troubleshoot page.
Please clear up the gym and ensure the bathroom and WC is tidy. You can refer to our House Rules for more information.


Leave the gym on time, shut the door behind you and press ‘End Session’ in the ‘Details’ of ‘Active’ to notify us you’ve finished. This is important to prevent any late leaving fees.

Click the ‘Support’ bubble icon in-app and click to ‘Report A Problem’.
Please contact us via email on hello@solo60.com or phone 020 3744 3360 and we’ll arrange an entry for you to retrieve any forgotten items. All left items will be placed in the Lost Property box to be picked up at a later date.

CREDITS

How does booking with credits work
Purchase a credit pack of choice and these credits will become automatically visible on your account. We use dynamic pricing algorithms so you’ll see different credit amounts in-app depending on the session selected. The pricing is based on time, popularity and duration. Simply book the session and the credits spent will be removed from your total.
Each subscription has a time limit which you can see under the pack above or in-app under ‘Manage Your Subscription’. At this time (1, 2 or 3 months), the credit pack will expire if you cancel – don’t worry, you can do this immediately after purchasing if you wish as all credits will remain until your expiry, even after you cancel.

You can book 2 weeks ahead with credits and book past your expiry/renewal date, however, if you cancel sessions beyond your expiry/renewal date, the credits will not be returned. Any remaining credits will be lost.

• If you invite 1 guest, the price is as listed (no extra charge)

• 2+ guests are priced as they show in app – 50% of the session value x the amount of guests in the group

CLIENTS:

• If you invite 1-2 clients, the price is as listed (no extra charge) 
• 3+ clients are priced as they show in app – 50% of the session value x the amount of clients in the group

When signing up to a credit pack, you can cancel anytime and the credits purchased will expire in 1, 2 or 3 months as annotated on the pack.

You can cancel a session free of charge before 12 hours from your session start for a full credit refund as a Member or 24 hours from your session start for a full credit refund as a Professional.
‍
‍Click ‘Sessions’ in the bottom navigation bar and click ‘Coming Soon’. Choose the session you’d like to cancel, click ‘Details’ and scroll to the bottom to press ‘Cancel Session’ followed by the confirmation.

MANDATORY CANCELLATION POLICY
If you’re unable to attend your booking, you must cancel it, even if the cancellation window has already passed. Please note that cancellations made after the policy deadline will not be eligible for a refund or credit. Failure to cancel and not attending your booking may result in a No-Show Fee. Therefore, cancellations are required in all cases.

If you meet our Cancellation Policy, any credits spent will be refunded to your account to use for another session. 


We currently do not offer the option to reschedule sessions through our booking system. If you need to make a change, you can either cancel your booking and rebook a new time, or contact us at hello@solo60.com and we will assist you with a manual adjustment for an additional charge.

The larger the credit pack, the cheaper the price per credit is. Sessions are priced differently depending on if they are super off-peak, off-peak or peak sessions.
You can divide the credit pack cost by the number of credits and then use that number to work out how much an individual session costs. We use this system to make it easier to manage the demand for different times and days.
Head back to ‘Credits’ page and top-up with a pack. Please note, your current subscription will be unaffected and continue running as normal until cancelled so a top-up pack will be additional credits only and valid for 1, 2 or 3 months dependent on the pack. If you cancel your subscription, you can still always purchase top-up packs.
Any unused credits will be lapsed and therefore means you will lose access to them once your expiry date hits.

When purchasing a session, your latest purchased packs will always be used first.

However, if you book a holiday or have other commitments that prevent you from using your credits, you can email our Customer Success team using the Support page, who can extend these in certain circumstances.

BILLING

What payment methods do you accept
We only accept all major credit and debit cards such as Visa, Mastercard and American Express. We also accept Apple Pay and Google Pay.
You can add a payment method during the checkout process. This will save for future use.
You can delete a payment method during the checkout process or via the profile menu inside ‘Payment Methods’. Please note, you must have atleast one payment method on file at all times.
Go to ‘Credit History’, click ‘Credits’ and you can press ‘Download Invoice’ on your purchase to get a receipt.
Refunds can be reviewed on a case by case basis subject to the problem incurred. However, please note, we do not accept refunds unless under exceptional circumstances. If you’ve been issued a refund by Solo60, please allow 3-5 business days for the banks to process.

ACCOUNTS

How can I close my account
You can close your account by visiting your ‘Profile’ section in-app, clicking ‘Logout’ and selecting ‘Delete Account’.
Unfortunately, account suspensions are caused by a breach of our Terms & Conditions and can occur due to several reasons. We will send you an email to notify you when your account has been suspended and with a reason why.
We use your data to enhance and personalise your experience. This includes business insights and tailored advertising. Please refer to our Privacy Policy for the most up to date information.
Still have a question? Send us a message below

CONTACT US

  • Email: hello@solo60.com
  • Phone: 020 3744 3360

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