Frequently Asked Questions
When will my first membership payment be collected and what does this look like?
As you are aware you have one-month membership payment in hand from November 2020. Following this your DDR payments remain on freeze until we are able to re-open on 1st May 2021. There will be no collection of membership fees on 1st May 2021 to compensate for your pre-paid month owed. Your 1st payment will therefore be collected will be 1st June 2021 at your full membership rate.
If I have paid an annual membership subscription what will happen to the term time I have missed?
The total of your term time missed will be added to your current membership end date, we will update your new membership renewal date and confirm this in writing in due course.
If I have cancelled my DDR can I re-instate my membership?
We would be delighted to arrange this for you. Please contact me direct via email email@example.com so that a new DDR form can be completed. Please note May’s membership payment would need to be paid direct to us onsite or via telephone in advance of your membership restarting.
Will members need to pre-book to gain access to the facility?
We are yet to receive firmer details to support the Government re-opening plan so we will confirm these details once guidance is received.
Will I be able to use the lounge spaces around the spa initially?
As per the Government roadmap we anticipate some limitations around indoor lounging. As per the re-opening of indoor hospitality on 17th May 2021 this will be relaxed with the appropriate social distancing measures in place.
Should I fall into the percentage of the population classed as vulnerable, high or moderate risk how do I get in touch?
Please contact me direct via email firstname.lastname@example.org to discuss your individual circumstances.
When will classes re-start?
We are finalising our re-opening structure and initially should the weather be fine we will operate a percentage of outdoor classes under the rule of 6. Further details will follow as part of our re-opening communications.
Will changing room, lockers and shower facilities be available?
Change areas will remain open, however we will be operating an ‘active arrive in attire’ policy to keep congestion to a minimum. Members lockers, robes, towels and slippers will be allocated on arrival to ensure we have track and trace ability as well as social spaced changing. Should your visit be for the gym only we request lockers on entrance to the gym are made use of.
Will the Ozone be available for members to use?
The Ozone restaurant will remain closed and re-open on 17th May 2021 for both food and beverage services.
Will members be able to book treatments?
Our treatment diary will be open for appointments as of 1st May 2021. Please see our treatment menu viewable here. Remember you will receive up to 20% exclusive member discount.