Membership FAQs following re-opening July 2020

Your membership questions answered

 

No monthly Direct Debits will be taken until September – you will not be charged for any visits made during July or August. If you have a query concerning your membership please check to see if the answer is listed here first. If you still have a question regarding your membership please email LTLCAdmin@broxbourne.gov.uk stating your full name, membership number and your query. It may take a few days for you to get a reply so please be patient.

 

Q: You took my Direct Debit at the beginning of March but closed before the end of the month. Will I get a refund for the days in March you were closed?

A: You will be given free access during July and August to compensate for any lost days due to COVID-19 in March.

 

Q: I have paid annually in full, will I get a refund for the time you were closed?

A: Your annual membership will be extended for the length of time the centre was closed.

 

Q: I pay by monthly Direct Debit on a rolling contract. As I cannot attend the number of classes I was attending prior to lockdown, will I get a refund or will I be asked to pay less?

A: You will not need to pay anything until September. After that your membership Direct Debit will be exactly as it was before lockdown,

 

Q: I pay by monthly Direct Debit and my rolling contracted period ended in April 2020. Can I cancel my membership now without penalty?

A: Yes. Please use the online cancellation form. You must cancel by 15 August 2020 to avoid your Direct Debit being taken in September. You will not be able to access the centre once you have cancelled your membership.

 

Q: Will I get refund for the time you were closed?

A: No. As no Direct Debit payments were taken during April, May and June, and we are offering July and August free of charge to members as compensation, there will be no refunds given.

 

Q: I pay by monthly Direct Debit and I am under contract until January. Will my initial contract period be extended to cover the months you were closed?

A: Your contracted commitment will still end in January but your membership will continue on a monthly rolling basis as before unless you cancel with one months’ notice as per the contract.

 

Q: I pay by monthly Direct Debit but I must continue to isolate as I am classed as clinically vulnerable. Will my membership remain frozen until I’m ready to return?

A: Yes but you must provide evidence that you are clinically vulnerable. We will freeze membership for up to 6 months.

 

Q: I pay by monthly Direct Debit but I am currently shielding myself or a member of my household. Will my membership remain frozen until I’m ready to return?

A: Yes, whilst the government is still advising vulnerable groups e.g. over 70’s to shield we will freeze membership for up to 6 months.

 

Q: I joined the gym just before lockdown and have only made the initial payment. When will my Direct Debit begin and will it be the same amount as before?

A: Your Direct Debit will begin in September and it will be exactly as per the contracted amount.

 

Q: My circumstances have changed since lockdown and I cannot afford my membership. Can I cancel with no penalty?

A: Yes, please use the online cancellation form. You must cancel before 15 August 2020 to avoid the September Direct Debit being taken.