Due to the impact of the latest National Lockdown, we understand many of our members have questions. We have listened to you and below we have listed the answers to some frequently asked questions.

What do I need to do?

You do not need to do anything. All memberships will be automatically frozen for the period the centre remains closed. Members will not be charged whilst the centre is closed.

 

How long will my membership be frozen?

All memberships were automatically frozen on Thursday 5th November and will remain frozen until the centre is permitted to re-open. You will not be charged whilst the centre is closed.

 

My direct debit for November has already been taken, will I get my money back?

Many direct debit payments were scheduled to be taken on the 1st of November as per usual. The Government national lockdown announcement came after these schedules were made which meant unfortunately, we were unable to stop the payments being processed by your bank. When we reopen, you will be compensated for fees that have been paid for the days that the centre is closed.

 

My direct debit for November is due to be collected mid-November, what should I do?

You do not need to do anything, we have cancelled this direct debit payment.

 

Should I cancel my direct debit with my bank?

No, please do not cancel your direct debit with your bank. We will manage your membership for you and will not charge you for days that the centre is closed.

 

I pay my membership upfront, how will I be compensated?

Customers that have a paid in full membership will not miss out on any days due to this lockdown. Your membership will be extended by adding on the number of days we are closed to the contract end date, e.g. if we are closed for 28 days, you contract end date will be extended by 28 days.

 

When will my centre re-open?

As soon as we are given the green light to do so, we will do our upmost to get the centre doors back open as soon as possible. For the safety of our staff and members we will need to ensure a thorough deep clean is actioned before allowing anyone to visit, please bear with us whilst this happens.

 

How will I know that Bisham Abbey is reopening?

When we have a re-opening date confirmed, we will let you know either via email or a letter will be posted out to your home address. For more updates and tips to stay physically and mentally fit through the lockdown, please follow us on Facebook.

 

My contact details have changed, how do I update them?

If you have moved house or need to change your email address please get in touch. To update any of your contact details, please fill out the Contact Us form which can be found on our website.

 

What happens if the lockdown is not lifted on the 2nd December, will I have to pay my December membership fees?

No, should the lockdown period be extended longer than the 2nd December. Your membership will remain frozen and no payments will be taken until your membership is reactivated. We will notify you before this happens.

 

I no longer want to be a member, can I cancel my membership?

We do not want to see you go, please get in touch via the Contact Us form so we can discuss your options. Please note should you wish to cancel there is a one-month notice period.

 

Are there any online workout videos that I can do at home?

Did you know we have a fitness App? Our app has a variety of home workouts, challenges and can help you to track your activity. Our more fitness App can be downloaded for free to your mobile. Simply search More Fitness in your device app store.

 

How do I get the More Fitness App?

The More Fitness App can be download for free to your mobile. Simply search More Fitness in your device app store.

 

Can I access Les Mills on Demand for free?

More Fitness has teamed up with Les Mills on Demand to offer you a free 30-day trial. Visit the More Fitness App for more details.

What do I need to do?

You do not need to do anything. All memberships will be automatically frozen for the period the centre remains closed. Members will not be charged whilst the centre is closed.

 

When will my child’s lessons start again?

Sadly, all non-elite sports in England (indoor and outdoor) are unable to go ahead. Unfortunately, we cannot say for certain when we will be able to bring back lesson such as swimming, trampolining, parkour, martial arts, football etc. We will update you either via email, letter or a phone call from a member of our team.

 

I pay for my child’s lesson by direct debit, will I still have to pay?

You will not have to pay for lessons cancelled due to the lockdown. When we reopen you will be reimbursed for any lesson that have been paid for and cancelled.

 

My direct debit for November has already been taken, will I get my money back?

Many direct debit payments were scheduled to be taken on the 1st of November as per usual. The Government national lockdown announcement came after these schedules were made which meant unfortunately, we were unable to stop the payments being processed by your bank. When we reopen, you will be compensated for fees that have been paid for the days that the centre is closed.

 

My direct debit for November is due to be collected mid-November, what should I do?

You do not need to do anything, we have cancelled this direct debit payment.

 

Should I cancel my direct debit with my bank?

No, please do not cancel your direct debit with your bank. We will manage your membership for you and will not charge you for days that the centre is closed.

 

I pay for my child’s lessons by buying blocks of lessons and still have some credits?

If you pay for lessons in blocks, your remaining credits will be frozen and ready to use when lessons resume.

 

How will I know when my child lessons recommence?

We will update you either via email, letter or a phone call from a member of our team.

 

How will I know that my Leisure Centre is reopening?

When we have a re-opening date confirmed, we will let you know either via email or a letter will be posted out to your home address. For more updates and tips to stay physically and mentally fit through the lockdown, please follow us on Facebook.

 

My contact details have changed, how do I update them?

If you have moved house or need to change your email address please get in touch. To update any of your contact details, please fill out the Contact Us form which can be found on our website.

 

What happens if the lockdown is not lifted on the 2nd December, will I have to pay my December membership fees?

No, should the lockdown period be extended longer than the 2nd December. Your membership will remain frozen and no payments will be taken until your membership is reactivated. We will notify you before this happens.

 

I no longer want to be a member, can I cancel my membership?

We do not want to see you go, please get in touch via the Contact Us form so we can discuss your options. Please note should you wish to cancel there is a one-month notice period.

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