Following our closure announcement, we’ve been working hard to clarify all implications and take the best possible actions to benefit you and our staff. We are committed to providing value.
When we closed, we reassured you that you will not be charged for services you were unable to access. This means:
You don’t need to do anything, and you won’t be out of pocket.
By maintaining your membership, you also benefit from:
We recognise that you have already paid for membership weeks or activities before we closed. As well as not paying anything while we are closed, you will get your pre-paid membership weeks or activities when we re-open.
Memberships will only be restarted when the service they are using restarts (e.g. gyms and classes for Health and Fitness members).
This includes Flexible Fitness membership agreements and rolling monthly memberships, Swim School, Notts Tots, and Play Tennis.
For customers paying monthly, we will NOT take any Direct Debit payments from you during the closure. Members will have full access as soon as we reopen, you will receive the two weeks you have already paid for in March once we reopen.
Direct Debit payments will only be restarted with notice when we reintroduce your activities
Before payments recommence, you will receive a personal communication confirming the start date and value of your Direct Debit payment.
For customers who have paid upfront for annual memberships, your end date will be extended by the length of the closure period.
For any Pay and Play customers who had booked and paid for a session, you will receive a credit for a future session of the same activity.
All suspensions, extensions and credits, as well as refunds requested before 23.03.20, have been actioned, regardless of whether you have received a confirmation email. Any further requests for refunds or changes to membership must be made when we reopen.
Please be assured we’ll be writing out to members to notify them when their membership will be unfrozen. We’ll also provide plenty of advance notice of when your direct debit payments will resume, if applicable.