As our centres are closed you may have some questions you need answered. 

Q: Are all of your centres closed?
A: Yes unfortunately our centres are currently closed.  

Q: When will you be reopening?
A: Following the governments announcement of a four step plan out of lockdown we will be reviewing the timescales and the impact this has on the reopening of our facilities. We will be providing further information on our reopening plans for all centres as soon as we are able to.

Q: I have emailed / called my centre but have not received a response.
A: Whilst the centres are closed we have minimal staff available. Therefore it may take longer to respond to individual queries, please bear with us whilst we respond to the emails and messages we are receiving.

Q: I have a direct debit membership, what will happen and what do I need to do?
A: We will continue to freeze direct debit memberships and provide further information upon reopening.  

Q: I have already paid a direct debit for days in December when you closed will I get a refund?
A: Please don’t worry about any days you are owed because of this recent closure. When we reopen we will adjust future payments to reflect anything owed.

Q: You have taken a direct debit payment for my membership on 1st January, why is this?
A: Unfortunately due to the timescales of the latest government announcement and direct debit collection for the 1st January amends to this collection were not possible. However we would like to reassure you that any future payments will be frozen whilst we wait for a further government update.

We can confirm that the payment for January and any time owed from our closure in December will be reflected with future direct debit payments being adjusted. This will be done once we are able to open our doors again.

Q: I pay for my membership annually and have already paid for days in December when you closed, what will happen?
A: Your annual membership will be extended for the number of days we remain closed. To ensure you will be able to access the centre without disruption your annual membership will be reactivated on the date we reopen.

Q: My paid in full membership is due to expire, what will happen?
A: If your membership is due to expire whilst we remain closed, we will extend your membership by the number of days remaining on your membership when we reopen.

Q: In the first lockdown I continued to pay for my membership what will happen to my payments?
A: Please be assured that we will continue to honour anytime you are entitled too.

Q: I want to freeze my membership, what do I need to do?
A: Our normal process applies, please complete an online freeze request form 

Q: I want to cancel my membership, what do I need to do?
A: Please complete an online cancellation requests via your member services account or via the cancellation request form.

Q: I currently pay for swimming lessons by direct debit, what happens to my payments? 

A: Our swimming lessons stopped as planned on the 21st December – 4th January. 

Unfortunately due to the timescales of the latest government announcement and direct debit collection for the 1st January amends to this collection were not possible. However we would like to reassure you that any future payments will be frozen whilst we wait for a further government update.

We can confirm that the payment for January and any time owed from our closure in December will be reflected with future direct debit payments being adjusted. This will be done once we are able to open our doors again.

Q: You were unable to run my child’s swimming lesson on Sunday 20th December, what will happen to the lesson I am owed?
A: Because we were given such short notice by the government to close we were unable to offer the final days’ swimming lesson of the year on Sunday 20th December. Please be assured that we will be adjusting a future direct debit to reflect this.

Q: I had an activity booked for which I paid, when will I get a refund?
A: When we reopen our centres, we will contact you to rebook your activity.

Q: I have a regular block booking with you, what will happen to my booking?
A: All bookings will be credited for any days or sessions lost due to the facilities being closed.