Lockdown 2 FAQ’s 2020
Following Government instructions, we will be temporarily closed from Thursday 5th November. Our doors will still be open until Wednesday night, with all sessions running as normal until then.
Active Life, as a registered charity that reinvests all profits back into improving the leisure provision to the communities we serve, are so grateful for the support we received during the last lockdown from members who continued to pay their freeze fee each month. As we are hoping that this is a short lockdown there will be no charges taken, so we kindly ask that you refrain from cancelling your direct debit payments at the bank. There is nothing you need to do – we will ensure you are in no way out of pocket.
I have just paid for November via DD, what will happen with that money?
If your direct debit usually comes out on the 1st of the month, the bank would have already processed this payment. Unfortunately, it is too late for this payment to be stopped so you will be billed as normal for November. However, we will not take payment from you in December. Your direct debit will then resume as normal from January.
My DD is due on the 15th November, what do I need to do?
If your direct debit usually comes out on the 15th of the month, we will ensure that your November payment is frozen. Your direct debit will then resume as normal from December
I paid for my membership upfront (annual), can I get a refund?
If you are on an annual membership, this will be frozen for the duration of the closure. Your membership will then be extended to reflect the duration of the closure.
I have just cancelled my Direct Debit at the bank but I wish to remain a member
If you email email@example.com with your member ID, full name and Centre you currently use, we can reinstate that for you and we will confirm via email when it is done.
I paid for a casual session from Thursday onwards, what will happen to my payment?
All pre-paid casual bookings will be credited to your cashless top-up account, so you can use this when the sites re-open.
I cancelled my membership and November was my final month, which I can’t use – what can you offer?
You will be able to use your last month when the site re-opens. If you send an email to your home Centre, they will arrange this for
I am not receiving any of Active Life’s emails? What do I need to do?
Firstly, please check your junk email. If it is not in there, please contact firstname.lastname@example.org with your member ID, full name and email address, stating that you would like to ‘opt in’ to receive emails from us. Once we have this, we will set this up for you and confirm via email once it is done.
I paid the freeze fee during the last lockdown, which gave me access to Les Mills on demand, do I still have access to this?
Yes, you will have access to this, free of charge until the end of December 2020.