Centre closure FAQs

Information for customers

The following information is to support you whilst your local Places Leisure centre is temporarily closed.

Please rest assured that you will not lose any days, lessons or membership benefits as a result of the lockdown.

Memberships

Lessons

Pre-booked one-off activities

Places Locker Virtual Studio and staying active at home

Get ready for re-opening

Centre information

Memberships

I’m a Premium, Gym or Swim member at the centre, what happens?

If you pay by Direct Debit for your membership, payments have now been automatically frozen. We’re aware that as you pay in advance there are some days that we owe you – we’ll happily adjust future payments once we re-open to ensure you will still receive these.

If you have paid up-front for an annual or fixed term membership, your membership end date will be extended, ensuring you receive your full membership term. We do all of this for you once we know when we’re re-opening - we’re currently planning for a 4-week lockdown.

If you recently joined on our 3-month membership (paying for 3 months up front) the end date will be extended, ensuring you benefit from 3 months access to the centre before your first Direct Debit payment begins.

Unfortunately, the Direct Debit process begins before payments leave an account and we may be unable to stop some payments. Please be reassured we will be adjusting future payments to make amends when we re-open.

For our monthly subscription and annual members, we will provide you with a free 6 week Essential Virtual Studio membership available via our Places Locker app – starting from when your centre closed (this normally costs £5). This makes all on demand content free of charge and gives you a discount of up to 30% off live streaming content. Find out more about Virtual Studio.

Lessons

What about my child's swimming, gymnastics or trampolining lessons?

Your payment has been automatically frozen, and where we owe you lesson(s) we will adjust future payments accordingly.

Please do not cancel your Direct Debit. It is important that they remain in place to ensure your lesson space is held for when we re-open. We cannot guarantee your space if you cancel your Direct Debit.

If you’ve paid in advance for your course your end date will be extended ensuring you receive your full number of sessions.

Pre-booked one-off activities

Classes, gym, swim, sports and Clip ‘n Climb

Where you have pre-paid for an activity, we will refund the payment to the card you paid on. Please allow 14 working days for the payment(s) to reach you.

If you paid for your session with cash, please contact the centre you booked at for a refund. It really helps the team if you can let them have the name you booked under, name of the session, and the time and date.

Swim clubs, sports clubs, schools and private hirers

We will defer your booking to a future date; however we will issue credit notes on a pro rata basis for those who wish to cancel. Our centre team will contact you to discuss this with you.

Keeping active is important to me; how do I stay active at home?

We’re still here to help even though we’re closed. In visiting our centres you’ve made time in your life for activity, and that’s the biggest barrier of them all. Our centre closure may just mean you use that time differently. Let’s say that you do a class on a Wednesday night at 7pm for an hour - put that time and date in your diary and commit to using it for some sort of activity. Why not try an on demand or live steam workouts via the Virtual Studio in our free Places Locker app? Our monthly Direct Debit and Annual members receive this free of charge while their centre is closed.

The Virtual Studio has 165+ classes from LES MILLS, alongside great content from our partners, RT24, Stages, ukactive and Technogym.

Places Locker also includes outdoor fitness tracking and the ability to take part in virtual challenges.

How do I download Places Locker and access all this great stuff?

If you already have the app, simply navigate to the homepage and tap the tile for Virtual Studio.

If you haven’t downloaded Places Locker, please use the links below, and just remember to sign up with the email address you’ve linked to your membership record if you're an existing member or have booked with us online before.

Find out more about Places Locker