Leisure centres 'no show' policy

We have updated our 'no show' policy and introduced a penalty charge for activity cancellations made within 2 hours of the scheduled start time of the booked activity, in line with our cancellations policy.

This will aim to ensure that the maximum number of spaces are available in group exercise classes, gym and swimming bookable sessions as possible, meaning more spaces for those that want them.

The policy will come into effect from Monday 18 November, but we will operate a period of non-enforcement for penalties for two weeks to enable knowledge and understanding of the change. During this period, penalties for late cancellations will be waived by a member of staff. Please contact your local leisure centre in order to complete this when required.

Penalties will be 'live' from Monday 2 December.

No shows

If you do not cancel a space that you're not planning to use, or do not attend the activity, a debt of £3 will be added to your account. This will prevent you from booking further sessions until it has been cleared.

This applies to Life Zone, Fitness Zone, Swim Zone, Racket Zone, Young Adult and Junior Zone members where bookings are zero cost and included in the membership type.

Cancellations

Any late cancellations made within 2 hours of the scheduled start time of the booked activity, will incur a £3 penalty charge

This applies to Life Zone, Fitness Zone, Swim Zone, Racket Zone, Young Adult and Junior Zone members where bookings are zero cost and included in the membership type.

Zero cost bookings can be cancelled online (opens new window). It is easy to cancel a zero cost transaction online through your Leisure Hub (opens new window) account.
Pay as you go bookings must be cancelled over the phone at least two hours before the activity in order to be transferred to another session or reimbursed

Any debt on the membership account will need to be paid to enable new bookings to be made. We will use our discretion to waive a debt if the circumstances warrant doing so.

Ways to cancel your booking

If you can't attend a session for any reason you will need to cancel that booking, free of charge, no later than 2 hours before the session where at all possible.

Cancel online (opens new window) - for any zero-cost booking this is the simplest and most effective way of cancelling for Life Zone, Fitness Zone, Swim Zone, Young Adult or Junior Zone members and we would encourage you to use this method to be in control of your own bookings. Simply log in, go to your bookings and cancel the one you can't attend.
Phone the centre to cancel

For more information you can read our full policies: