Class Booking Policy

CLASS BOOKING POLICY (FAQ)

1 Class bookings can be made online, via the mobile app, at reception, within the centre, or by phone 8 days in advance.

Q. How do I register for online bookings?
A. You need to have registered for the members area. Once registered you will see the online booking system link.

Q. How do I access the mobile app?
A. The first time that you access the app, it will ask for a user name and password. These are issued upon registration to the website members area, so you should first register here.

Q. I do not have access to the internet. How can I book in advance?
A. You can book at reception on the devices placed around the centre, or by telephone. See a member of the team and they would be happy to help you register on the members area so that you can book.

Q. If a class is full that I would like to book, is there a way that I can be made aware of any cancellations.
A. If you re-visit the class booking page if any spaces are available you will be able to book.

2 All courses are available for booking as soon as they appear on the timetable.

Q. How long in advance can I book a course?
A. Up to 60 days in advance depending on the course.

3 Members can book classes ‘on the day’ if spaces are available.

Q. Where can I book?
A. At Reception, online, by phone or at the booking points around the centre.

4 Booking classes with membership packages

Q. Is the booking policy the same for all membership types?
A. Yes, all membership types have the same access rights to classes. You can however, only book for classes that are available during the access hours attached to your membership.

5 Friends & Family

Q. Can I bring a friend or family member to a class with me?
A. Yes, but a charge will apply and it will be subject to availability.

Q. How do I book for a friend.
A. Via reception. You must book for them, they cannot book themselves.

Q. How does a friend gain access to the centre for the class?
A. Via reception. They will be asked to complete a class registration form and make payment at this point.

6 Certain classes are age restricted. Juniors may only be booked into a class that is age appropriate to them.

Q. What is the minimum age for classes?
A. The minimum class age is 14 years. 14 and 15 year olds must be accompanied by an adult in all classes at all times. It is compulsory for them to complete a PAR-Q form along with their parent before attending their first class. This can be completed upon joining. If there is not a form in place, please ensure you arrive in enough time before the class to complete this.

Q. At what age can a junior member book their own classes?
A. 14 & 15 year olds must be booked by the adult who’s membership they are linked to. Anyone over 16 can book their own classes.

7 All chargeable classes or courses must be paid for at time of booking. Refunds will only apply if 24 hours notice of cancellation is given. For courses, no cancellation is available after the first session has taken place.

Q. Why cant I get a refund after a course has started?
A. Each course has a limit to the number of delegates attending. Once a course has started, we are unable to sell that course to another member. We need committed booking to enable the course to take place.

Q. Why do I have to pay at time of booking? Why cant I pay when I arrive for a course?
A. You can pay when you arrive if that is when you book the course. Payment is taken upon booking to ensure commitment to the course, as other members may have wished to book but were unable to due to the course being full.

Q. Can I get a refund if I have booked online?
A. Yes you can, as long a no less than 24 hours notice is given before the commencement of the class, or first course session. Any refund will go back to the card that was used to book.

Q. What if I am unable to attend due to a reason beyond my control?
A. The usually 24 hour cancelation policy applies. Unfortunately, no refunds can be given outside of this policy to ensure that a fair and consistence policy is maintained.

Q. Can I get a refund in the centre if I have paid on line?
A. No – if you paid online, a refund is only available online. If you paid in the centre, a refund is only available at the centre.

Q. What happens if I do cancel less than 24 hours before the event?
A. You can still cancel and your name will be removed from the class/course list, however, no refund will be given.

8 If you do not turn up for a booked class or cancel less than 2 hours before the commencement, a ‘late cancellation’ or ‘no show’ mark will be made against your membership.

Q. Why is there a late cancellation policy?
A. Classes that are fully booked in advance, yet have unused space at the time of the class are a major frustration for any members that would have liked to attend but were not able to book. The aim of our policy is fairness, and being able to maximise opportunities for members to participate. By being able to reduce the number of late cancellations and ‘no shows’ more people will be able to take part.

Q. How will you know if I have or have not attended?
A. When you gain access through the access barriers it records your presence in the centre. Our class instructors and attendants also keep a register and a ‘no show’ mark will be recorded against any members that do not turn up.

Q. Why bother cancelling within 2 hours if I’m going to get a late cancellation mark?
A. If a class is marked as full some members who may wish to take that class will not be able to. In the interest of fairness, this gives another person the chance to take the class in your absence. Also if we continue to get a large quantity of ‘no shows’ that may make a particular class unfeasible and then it may be removed from the schedule and not available in the future.