This policy aims to maintain equitable access to our facilities.

Members book 8 days in advance. Pay-as-you-go customers can book 7 days in advance.

NOTE:

• Junior gym sessions can only be booked from 17.30 the day before for both members and pay-as-you-go customers.
• Court bookings are restricted to 1 court hour per day.

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

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

A 2-hour cancellation policy for resource-limited activities helps 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 cannot attend a resource-limited 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.

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 ensure you avoid any additional fees and allow us to accommodate others who want to attend.

Members (where the activity is included as part of their membership) can cancel up to the start time of their booking. Resource-limited activities (as stated above) cancelled within 48 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 Dragonfly Leisure cancels a session. 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 pay-as-you-go 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.

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. A date and time log will be kept for such occurrences.