We have been listening to customer feedback and monitoring ways to improve our overall booking experience.

To ensure the booking system is fair for everyone, and to prevent misuse we are reintroducing our ‘no show’ and ‘late cancellation’ policy.

Customers who do not attend a booked activity or fail to cancel at least 2 hours before the start time (1 hour for activities before 9am), will receive a No Show or Late Cancellation notification.

Charges will apply after three or more No Shows or Late Cancellations within a rolling 60-day period.

To avoid a ‘no show’ or ‘late cancellation’ charge please:

• Check before you book. If you do not intend to attend, please do not book to hold the space.
• Let us know you’ve arrived. Check in to a booked activity by swiping or tapping in before the session begins. If attending the gym, please tap in on arrival.
• Cancel as soon as possible. If you cannot attend, please cancel as soon as possible, and at least two hours before the activity is due to start. If your activity takes place before 9am you may cancel up to one hour before it is due to start.

If you do not attend, fail to cancel, or do not let us know you’ve arrived, this will be recorded as a ‘no show’ or ‘late cancellation’ and may incur a fee.

No show and late cancellation fees

Three ‘no show’ or ‘late cancellation’ occurrences over a rolling 60-day period will automatically receive a £2 fee. Further ‘no shows’ or ‘late cancellations’ within the same rolling 60-day period will incur a £2 fee per activity.

Fees are automatically charged to your account and are payable online or in centre.

Thank you for your support and understanding.

If you would like more information, please speak with us in centre.