Please note the following conditions for all court bookings:

• Bookings are limited to a maximum of one court per day, per member. This applies across all court activities, including tennis, badminton, pickleball, and table tennis.
• Court bookings are restricted to 1 court hour per day.
• Members wishing to make more than one court booking in a single day must do so at reception and pay the standard rate for any additional bookings.
• Members must ensure they select the correct sports hall activity when booking (badminton, pickleball, or table tennis), as this determines how the court will be set up.
• A maximum of four players may attend any racket sport booking, including tennis, badminton, pickleball, and table tennis. Under our standard booking policy.
• Members booking courts where a discounted rate applies must attend the booking themselves. Courts must not be booked on behalf of non-members if the member is not present.
• Additional players (5 or more) are welcome; however, a charge of £3 per person will apply, regardless of membership status.
• Please be aware that any fraudulent bookings — including booking more than one court per day outside of the above process — will result in the additional bookings being cancelled. In these cases, refunds will not be offered.

Resource-Limited Activities & Cancellation Policy

A late cancellation (within 2 hours) or non-attendance fee applies to the following resource-limited activities:

• Group Exercise Classes
• Steam and Sauna bookings at Writhlington
• Open Climbing Sessions

The 2-hour cancellation policy has been introduced to help address excessive bookings that are later cancelled on the day, making it difficult for other customers to secure a place.

If you cannot attend a resource-limited activity, you must cancel at least 2 hours before the activity start time. This allows other customers enough time to plan and book their desired sessions.

Please note:

• If you cancel within the 2-hour window, you will not be charged a late cancellation fee if your place is successfully re-sold.
• The earlier you cancel, the more likely your place will be re-sold.

We strongly recommend that customers only book activities they are fully committed to attending. Where possible, customers are encouraged to book on the day once attendance can be confirmed. This helps avoid unnecessary fees and allows wider access for other customers.

Cancellation & Refund Terms

• Members whose activity is included within their membership may cancel bookings up to the start time of the activity.
• Resource-limited activities cancelled within 2 hours of the activity, where the place is not re-sold, may incur a late cancellation fee.
• Bookings made online can be cancelled online via the ‘My Bookings’ section.
• Where a charge applies, activities must be paid for at the point of booking.
• Refunds will only be issued where Dragonfly Leisure cancels a session.
• Refunds will not be provided for unattended activities or cancellations made with less than 2 hours’ notice.
• Paid activities may be moved, subject to availability:
  • Up to 8 days in advance for members
  • Up to 7 days in advance for pay-as-you-go customers
  • Provided more than 2 hours’ notice is given

Non-Attendance

Members who:

• Missed sessions: More than 3 missed sessions within a 28-day rolling period will result in a £5 fee and temporary booking restrictions.

This policy is about helping, not penalising, and making sure all members can enjoy the classes they love.

Attendance is only registered when customers:

• swipe their membership band, or
• use their phone to gain access through the appropriate access-controlled turnstile or door.

Failure to register attendance correctly may result in a non-attendance fee being applied.

We are aware that system failures may occasionally occur. Where a verified system failure on our side results in a fee being incorrectly applied, the fee will be waived. A date and time log will be maintained for such occurrences.

General Terms
We reserve the right to amend, withdraw, replace, suspend, or vary any ancillary membership benefits, discounts, promotional offers, booking privileges, included activities, court pricing structures, facility access arrangements, or other non-core membership entitlements at any time where reasonably necessary for operational, financial, legal, health and safety, commercial, staffing, sustainability, or business management reasons. Membership access bands, cards, fobs, or any other access credentials are issued solely for the personal use of the registered member and must not be shared, transferred, or used to grant access to any non-member or unauthorised person. Any sharing or misuse of access credentials may result in the suspension or cancellation of membership without refund.