Q: I have paid in advance for my membership, can I get my money back? Will my membership be extended?
A: Your advance paid membership expiry date will be extended in line with the length of the Club closure. All membership cancellations are subject to our standard Ts&Cs
Q: My membership was frozen for free - what will happen when the Club reopens?
A: Once we have been informed of an official reopening date for your Club, your membership will become active again as of that date. Any fees paid for the period of Club closure will not be refunded. However, we will reduce your next Direct Debit payment by this amount. If you have paid in advance for your membership we will add the days of the closure period back onto your membership so you effectively don't lose any days.
Q: When will my direct debits restart?
A: Collections will start on your next normal billing date. First collection is w/c 27th July and payment will be your normal monthly amount, less 6 days.
Q: Will the freeze I placed on my membership prior to closure continue as normal?
A: Yes, all freezes which were requested prior to the closure will continue as requested unless you wish to reactive your membership earlier in order to current member offer
Q: What if I am not happy to return at the moment, can I freeze my membership?
A: You may place a freeze on your membership for a further period for a one-off admin fee of £10 should you wish to continue to have your membership on hold. This freeze must be requested by the 15th of the month to take effect for the following month. Medical related freezes and student & young person memberships freezes remain free of charge, as per our normal terms and conditions. Freeze requests can be made via emailing firstname.lastname@example.org
Q: I paid for all of March but you weren't open, do I get a refund?
A: The pro rata fees for the 6 days of closure will be added back to your membership account, resulting in a small credit that will be applied to your next direct debit collection. If you have paid in advance and in full for your membership, your end date will be extended by the period of closure.
Q:I have Belfry Vouchers and Guest Passes that expire at the end of the month?
A: Your voucher and pass expiry dates can be extended in line with the length of the Club closure.
Q: I’ve tried to cancel my membership but could not get through to the Club, what do I do now?
A: Please email us at email@example.com. Your subscription will be stopped in line with the terms and conditions of your agreement.
Q: I have several Personal Training sessions left, can I get a refund? Can I extend the expiry date?
A: The expiry date of your PT sessions will be extended to 31 Dec-20, giving you the opportunity to use each remaining session. Please discuss this with your personal trainer when the Club reopens.
Q: I have purchased PT sessions with an external PT, will these be refunded or sessions extended?
A: Please contact your trainer directly to discuss sessions purchased via external PTs.
Q: Are the Hotel facilities still open?
A: Yes, the Resort is open
Q: Why aren't you reducing membership fees if the Fire and Ice, steam and sauna are still closed?
A: As you can appreciate, the leisure and hospitality sector has been going through a particularly difficult time, with hundreds of Belfry staff furloughed or made redundant. Despite this, over the past few months, we have invested heavily in COVID-19 safety measures, cutting-edge technology and will be operating with additional cleaning to keep you safe when you return to our Club. Plus, our fitness team have worked hard to create free online workouts for all members to enjoy during our period of closure. We place a very high priority on keeping our our loyal members happy, but regret that we are not in a position to offer discounts or refunds for facilities that we are unable to open as a result of Government and Industry Governing Bodies' directives.
Instead, we are adding value to your membership for those members ready to recommit with a Free One Night Stay + additional rewards for all members ready to re-commit to their contract. The value of these additions is far higher than the savings that would be made from a discount for unused facilities.
We will continue to improve our Club and will be putting your constructive feedback into practice.
Q: Will there be limits to the number of people attending the Club at any one point, will I need to book in?
A: We will have control measures in place to comply with UK Government guidance to ensure that social distancing measures are met within the Club at all times. All Club use has to be prebooked. You can do this online in the members section of the website.
Q: How will existing members use the Club if new members are joining?
A: In order to continue to operate our fitness and wellness Club as a viable business we will need to retain our existing members and attract new members. We have made two very generous offers to our members to encourage them to keep up their healthy lifestyle and remain loyal. We are also taking all reasonable measures to ensure that members can access the Club and their favourite classes, in a safe manner - these include running additional classes, asking hotel guests to come gym/swim ready (and to avoid using changing rooms), suspending third party gym pass access, etc.
Q: How will swimming work? Will we have to book time slots?
A: We will have control measures in place to comply with UK Government guidance to ensure that social distancing measures are met within the Club at all times. Please booking swimming pool slots here
Q: Can I still use my Myzone belt outside of the Club?
A: Yes, you can use your Myzone belt to track your in-gym and outdoor workouts.
Q: Are Children allowed in the club for general swimming or swimming lessons?
A: Unfortunately due to UK Government guidance to ensure that social distancing measures are met children will not be allowed back into the pool until September at the earliest.
Q: I’ve left items in the Club locker, how do I pick these up?
A: Items will be safely stored at the Hotel Reception ready for collection when The Belfry reopens.