Cancellation and Refund Policy

Memberships

The member has the right to cancel the membership agreement by sending or taking a written notice of cancellation to the reception or by following the link below to complete our online cancellation form. The member has 14 days starting with the day after he/she signs the contract. Dragonfly Leisure in this instance and where the membership has not been used, will refund in full all monies received. Deductions equivalent to our standard charges and the access card fee will be made to cover any usage within the 14 day period. In no other circumstances will fees be refunded.

A full payment month’s notice is required in writing for direct debit membership cancellations.

Direct Debit Membership Cancellation Form

Annual Memberships

Where an annual membership has been taken out the member has the right to cancel the membership agreement in writing either at reception or by following the link below to complete our online cancellation form within 14 days after he/she signs the contract. Deductions equivalent to our standard charges will be made to cover any usage within the 14 day period. After the 14 day period, refunds are not available under any circumstances.

Parties

These are non-refundable once the deposit and final balances have been made. Bookings can be moved, subject to availability, with a minimum 28 days notice. A refund or credit note will be offered if the party is cancelled by Dragonfly Leisure.

Kids Club

Refunds or credit notes are not available once payment is made unless Dragonfly Leisure cancels the session.

We do allow children to be moved to an alternative day, subject to availability, as long as a minimum of 48 hours notice is given.

Holiday Sessions

Chargeable activities MUST be paid for in advance.
We do allow activities to be moved to an alternative day, subject to availability, as long as a minimum of 48 hours notice is given.
Refunds are not available if cancelled by the customer. A full refund or alternative day will be offered when the course is cancelled by Dragonfly Leisure.

Lessons

Refunds will not be issued for missed sessions or where the participant decides they don’t want to attend any more.

A full payment month’s notice is required for all cancellations which must be completed via the online form.

We accept that there may be occasions where you/your child may not be able to attend for an extended period due to injury, long-term illness or other personal reasons. In these circumstances, you can either:

Cancel your space and rebook when you can return. We cannot hold spaces without payment.
Continue to make payments to guarantee your space. In this instance, there is no requirement to complete a cancellation form. However, we request that you email us at lessons@dragonflyleisure.co.uk to advise that you/your child will not be attending due to illness, injury, or personal reasons so that we can inform our coaching teams accordingly.

It is important to note that our charges are calculated based on 100% occupancy, and as such, we are unable to reserve a child’s place without payment.

Lesson Cancellation Form

Block Bookings

The hirer must give a minimum of twenty-eight days notice to cancel any one-off or short-term booking (less than 10 weeks) and three months notice for any long-term regular bookings (10 weeks or more). Charges will apply to any booking not cancelled within this period unless the facility can be re-let. Dragonfly Leisure will waive any charges due where the booking can be re-let.

Block bookings will be invoiced one month in advance of booking and must be paid within the 30-day period. Where payment is not made a late payment fee will be added to the next invoice.

Activities (Gym, Swimming, Group Exercise Classes, Open Climbing, Court Bookings and Steam & Sauna)

Members (where the activity is included as part of their membership) can cancel or amend their bookings up to the start of the booking. 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 PAYG customers, where more than 2 hours notice is given.
Dragonfly Leisure reserves the right to cancel an activity when a like-for-like replacement cannot be offered or suitably qualified staff aren’t available to deliver the activity. In this instance, an alternative date will be offered. Refunds will only be issued at the sole discretion of the Centre Manager.

Additional booking rules apply to the following resource-limited activities:

Group Exercise Classes

Open Climbing

Steam & Sauna Bookings

Dragonfly Leisure operates a strict 2 hour cancellation policy for pre-booked group exercise classes, open climbing sessions, and steam and sauna bookings.

Members who:

- cancel within the 2-hour cancellation period will be charged a late cancellation fee of 50P if their space is not re-sold.
- fail to attend or register their 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.

Facility Closure – Severe Weather / Maintenance Works

Refunds will not be offered where our facilities or activities are affected by severe weather conditions, essential maintenance works or forced closures out of our control.

Dragonfly Leisure will, where possible, offer additional sessions for the following activities that are affected by site closures.