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Play Fair

Our new cancellation policy is here!

Meaning more spaces for you to be active

What is it?

No shows and late cancellations have been a problem for a while now, taking up valuable places on popular classes and sessions, so we're making it mandatory to have to cancel in good time.

We've introduced this to ensure that classes and sessions are fully attended, meaning everyone can get the most from their membership.

*See our FAQ's section for specific criteria.

What you need to remember!



1️⃣ Cancel your booking at least 3 hours before the start time, either via our app, by logging in to your account at www.activenottingham.com, or by calling 0115 8761600.

2️⃣ Make sure you swipe in at site for every session as this records your attendance.

3️⃣ Only book what you know you can attend.

If you fail to do this, you will be charged a £3.00 Play Fair fee and any future bookings will be full price until the charge on your account is cleared.

The good news is, we're playing fair, to make sure you can too, by introducing a short grace period which will end on July 31 2021.

So for now, you'll receive an email reminder if you miss a session, or didn't cancel in time, we'll be waiving the fee and you won't be charged.

Why are we doing this?

We've listened to your feedback about "no-shows", which can mean half-empty classes and disappointed customers who weren't able to book on.

FAQs

When is this happening?

We introduced our Play Fair Policy on May 17, 2021 beginning with a short grace period, which will expire on July 31, 2021, to help you get used to the changes, so although you’ll receive an email reminder that you missed a session, or didn’t cancel in time, we’ll be waiving the fee and you won’t be charged,  for now. We’re playing fair to make sure you can too.

Which activities will it apply to?

  • ALL bookable swim sessions, excluding Swim for Fun and Family Zone Swim
  • ALL group fitness classes, including hydrospin and aqua, and any instructor-led group cycling.
  • ALL specialist tennis sessions, for example, social tennis, but excluding court bookings (indoor and outdoor)
  • ONLY specialist gym sessions (which aren’t currently running) for example, ladies only.

What do I need to do to cancel?

The accepted ways to cancel your booking are either:

What will happen if I forget to cancel or do not attend my booking?

If you don’t cancel within 3 hours of the start time of your booking or fail to attend, a £3.00 Play Fair charge will be applied to your Active Nottingham account. This will need to be paid as soon as possible to ensure you can continue to book activities using your membership. Failure to do this will result in the full price being charged for any new bookings until the balance is cleared. You will receive an email advising that you failed to attend a pre-booked session, and explaining the charge.

What do I do to clear the charge on my account?

You will be able to pay the outstanding £3.00 by logging onto your account online or by calling our Customer Contact Centre on 0115 8761600 as soon as possible.

What will happen if I don’t clear the charge?

You will still be able to book and attend activities however you will be charged per session at the full rate, irrespective of what Membership package you have.

Can I appeal against the charge?

We understand that there will be unforeseen circumstances that mean you are, occasionally, unable to cancel in time – where this happens you should advise us at the earliest opportunity. We will take emergency situations into account at our discretion.

How does this affect my membership terms and conditions?

We reserve the right to change the terms and conditions of any of our membership packages especially to ensure that customers receive fairer opportunities to access services. Our full Terms and Conditions are available.