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IMPORTANT COVID-19 UPDATES - latest service information for Clients and for Members

Tuesday 26th May 2020

On Friday 20th March 2020, the Government issued a directive calling for all leisure facilities to close their doors. You will likely have received an email or SMS communication from your gym or leisure centre since the closure with details of how this will impact your membership and payments. You may wish to follow your provider on social media websites, such as Facebook and Instagram, for the latest updates.

Temporarily Changes In Availability

We want to reassure you that our Member Services team is still working hard to support you. This team is now working remotely, to accommodate this we’ve had to make some temporary changes to the way we operate:

  • Telephone lines are open from 10am-1pm on weekdays – you can reach the team on 01444 449166 during this time
  • Email support will be available from 8am-5pm on weekdays

These changes have been made to allow us to migrate our team to this new way of working effectively and ensure we are best placed to serve you going forward.

Delayed Response Times

Please expect a delayed response, we have received an extraordinarily high volume of demand over the recent weeks and are working hard to get back to you as soon as possible.

We are very sorry for the inconvenience this may cause to you.

We understand that you will be worried about the impact of COVID-19 and wanted to reassure you that we’re here to help with any worries you might have about your finances. Supporting you is our absolute priority and we’re working hard to make sure we’re here to help.

If you have a new query or request that you have not contacted us about please email [email protected]. Please be assured, if you have contacted us about your query or request that you do not need to email again, and our team will be in touch with you as soon as possible.

Pending Transactions

Where your membership payments are frozen or you have cancelled your membership, in some circumstances online banking systems and apps may show your next transaction as pending (or listed with as an upcoming bill/Direct Debit due for collection). We recommend checking directly with your bank where this is the case for clarification.

Cancellation Requests

Subject to the policy of your leisure facility and terms of your membership, if you have contacted us to request your membership be cancelled, this actioned from the date of your email. Where a payment has been collected in the interim period, you will receive a refund to your bank account within 3 weeks.

Freeze Requests

Subject to the policy of your leisure facility and terms of your membership, if you have contacted us to request a membership freeze, this will be actioned from the date of your email. If a payment has been collected in the interim period, you may receive a refund based on your provider’s policy, we will confirm this based on your circumstances.

Thank you for your patience and understanding during this challenging period.