Context

Since our inception back in 2005, members have continued to voice their frustrations regarding activity availability and in particular non-attendance. Despite our best efforts over this period, strategies such as imposing booking restrictions for repeat offenders and implementing monetary sanctions have not yielded significant improvements.

With an average of 500 non-attended activities per month, it is clear that we must explore alternative methods to sustain our business model and enhance the overall experience for all our customers.

This change of policy aims to address the issue of advance booking while maintaining equitable access to our facilities. Members can continue book 8 days in advance, and Pay-as-you-go customers 7 days in advance.

The introduction of a 2-hour cancellation policy helps us address the issue of excessive bookings that are later cancelled on the day, making it difficult for those who wish to attend to secure a spot. This means that if you are unable to attend a booked activity, you must cancel it at least 2 hours in advance. This will give other customers enough time to plan and book their desired sessions.  It is important to note, that should you cancel within the 2-hour window, you will not be charged a late cancellation fee if your space is re-sold. The earlier you cancel the more likely your space will be re-sold.

This change will become effective from 28th March 2024. From that date, we strongly recommend that you only proceed with booking an activity if you are fully committed to attending it. Instead, we encourage you to book on the day when you are sure you can attend. This will not only ensure you avoid any additional fees but also allow us to accommodate others who want to attend.

The late cancellation/non-attendance policy will only apply to the following resource-limited activities:

  • Group Exercise Classes
  • Court Bookings (badminton, table tennis and tennis)
  • Steam and Sauna bookings at Writhlington
  • Open Climbing Sessions

Members (where the activity is included as part of their membership) will be able to cancel up to the start time of their booking. Activities cancelled within 2 hours, if not re-sold, will incur a late cancellation fee.  Bookings made online can be cancelled online by clicking on the ‘My Bookings’ button.

Where a charge applies, activities must be paid at the point of booking. Refunds will only be issued when a session is cancelled by Dragonfly Leisure. Refunds are not available for unattended or cancelled (where less than 2 hours notice has been given) activities.  Paid activities can be moved, subject to availability, up to 8 days in advance for members and 7 days for PAYG customers, where more than 2 hours notice is given.

Members who:

  • cancel within the 2-hour cancellation period will be charged a 50p late cancellation fee if their space is not re-sold
  • fail to attend or register attendance before attending an activity, even if the membership includes free attendance, will be logged as ‘failed to attend’.  A £2 fee will be charged for non-attendance/failure to register attendance. We would like to emphasise the importance of registering your attendance correctly. Only swiping your band or using your phone to gain access through the appropriate access-controlled turnstile or door will register you as attended. Failure to do so will result in a non-attendance fee being applied to your account. Please remember this to avoid any unnecessary charges.

Finally, we are aware that system failures can occur, albeit rarely. In such instances, and where a system failure on our end can be verified, any fees incurred as a result will be waived. Rest assured that a date and time log will be kept for such occurrences.

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