These will be continually updated as we receive further information.

General

Q. How long will your centres be closed for?

A. As a result of government advice to delay the spread of Coronavirus, our Health & Leisure Centres will remain closed until we are advised by the government that we can reopen. 

Q. Will I need to make my next Direct Debit payment?

A. Currently we will not be collecting any Direct Debit payments until we are able to reopen our centres to the public. All direct debits will automatically reactivate upon reopening. 

Q. I have just paid my direct debit pro-rata payment, which included the period 26 March - 25 April. If you are not now open for this period, how will I be credited?

A. If you email us at leisure@nfdc.gov.uk we will ensure that your first direct debit payment is adjusted to account for the closure.

Q. I have paid my membership up front and not via direct debit, will I have extra time added to my membership?

A. All up front memberships including annuals, six, three and one monthly memberships will receive any closure period automatically added to the end of the membership.

Q. How will I know when the centre is due to re-open again?

A. At the present time we are closed until we are advised by the government that we are able to reopen to the public. We will update our FAQ's, website, social media and send emails and Push Notifications via our App to reach as many of our customers as possible, to notify them that we are reopening .

Q. I paid for an activity at your centre in cash, how do I get this refunded?

A. If you paid for an activity in our centres in cash, then we will be unable to refund these until our centres reopen.

Q. I paid for an activity at your centre by debit/credit card, how do I get this refunded?

A. If you paid for an activity in our centres by card, then we will be unable to refund this until our centres reopen. If this is a particular issue for you, then please email us at leisure@nfdc.gov.uk

Q. I paid for an activity at your centre via the telephone using my debit/credit card, how do I get this refunded?

A. If you paid for an activity over the telephone by card, then we will be unable to refund this until our centres reopen. If this is a particular issue for you, then please email us at leisure@nfdc.gov.uk

Q. I paid for an activity at your centre via the App/Connect (online) using my debit/credit card, how do I get this refunded?

A. If you email us email us at leisure@nfdc.gov.uk with details of the activity you wish refunded and include the centre you booked at, the date and time of the activity, we will arrange for this to be refunded back to your debit/credit card as soon as possible.

 

Swim Academy and Course Direct

Q. I had already paid via direct debit for lessons up to the 25 March 2020, will I be credited for lessons I was unable to attend from the 18 March due to centre closure?

A. We will add a credit to all accounts for any lessons which have been paid for via direct debit that were missed due to the closure.

Q. My lessons were cancelled prior to the closure due to staff sickness/absence will I be credited for these?

A. We will add a credit to all accounts for any lessons which have been paid for via direct debit that were cancelled due to staff sickness/absence.

 

Group Fitness Classes and Course

Q. How will I know that classes have restarted?

A. When the centres re-open the GF classes will re-appear on the APP and Connect but we will also promote through social media channels, website, email and App Push Notifications.

Q. Will credits be applied to Yoga & Pilates courses where sessions have been cancelled due to the closure of the leisure centres?

A. Credits will be applied to customers' accounts where sessions have been cancelled. These credits can be used against future courses.

Q. I am enrolled on to a current Yoga/Pilates course but due to the Coronavirus I am classed as a high-risk user and may not wish to re-join the course when the leisure centres initially re-opens. What are my options?

A. Any course credit added to your account will be valid for 12 months, so if you do not want to come back straight away, you will be able to use these credits for a future course (within 12 months). Credits will only be applied to your account for any sessions outstanding when the centres closed.
If you feel you are unlikely to return to our centres within the next 12 months, then please email us at leisure@nfdc.gov.uk

 

Children's Parties

Q. I have a children's party booked during April. Would I be able to cancel this now and get a full refund?

A. We are happy to refund any parties booked for March/April 2020, please email us at leisure@nfdc.gov.uk with details of party day and time, the name the booking is under and the centre.

 

Active Lifestyles

Q. I have a 12-week Active Lifestyle Referral, will this be extended, or will I lose weeks I have paid in advance for?

A. Your Active Lifestyle memberships will be extended to cover any closure period automatically. If you feel you are unlikely to be able to return to our centres when we reopen due to any health issues, then please email us at leisure@nfdc.gov.uk