New Booking Cancellation and Refund Policy
We're working to improve our class availability for everyone!
We’ve been looking at things we can do to try to reduce the number of non-attendances in our classes and bookings to improve availability for everyone. We are pleased to let you know about our new Booking Cancellation and Refund Policy that we will be introducing in January.
We have explored different options in order to make sure they are manageable for us to implement operationally, whilst addressing the issues members have been facing.
We’ve worked behind the scenes with our software partners to develop automated systems which will ensure the new policy is implemented consistently on an ongoing basis.
Why are you doing this?
We’ve been listening to our members’ feedback about issues with classes being fully booked, but having spaces on the day, as some people are not turning up, and not cancelling their place.
We have also listened to members who are frustrated that an increasing number of cancellations are being made very close to the class start time, making it impossible for them to take an available place.
What is the new policy?
We will be introducing a three-strike rule, which means that if you fail to turn up to a class three times within a 28-day period, your advanced booking privileges will be suspended for 7 days.
You may still be able to attend classes or activities, but you will only be able to book in person on the day, if there is a space available.
We will also be introducing a cancellation cut-off period of 2 hours, so you must cancel a class or booking you can not attend at least 2 hours before it starts, or it will be recorded as a non-attendance.
How will you let me know when I get a 'strike'?
We will send you an email every time you are recorded as not attending a booking you have made.
You will get a reminder email after your first recorded non-attendance; another reminder email after a second, letting you know that a further instance will result in a booking suspension; and a final email following a third non-attendance within a 28-day period advising you of the suspension, which will then be in place for 7 days.
How do I make sure I have checked in for my booking?
You can check in for your bookings with a receptionist, using the kiosk in the reception area or by using your Active Blackpool app and the new check-in tiles located in reception and outside the class studios.
It is each member’s responsibility to ensure that they have checked in to their class or booking. Failing to check in will not be recognised as a valid reason to challenge any advance booking suspension should one be applied.
How can I cancel my booking?
For members, the easiest way to cancel a booking is using the Active Blackpool app.
Simply go to your ‘My Bookings’ page, select the class you want to cancel and confirm it – you will receive a notification following the cancellation.
You can also cancel through reception or using your online account.
I pay for my bookings, how does this affect me?
All paid bookings are non-refundable.
If you need to cancel a pre-paid booking more than 2 hours before its start time, reception will be able to transfer the booking to a different day or time at the same centre. Transfers of a single booking will be permitted a maximum of 3 times.
Transfers will not be permitted if the request is made within 2 hours of the start of the class or booking.
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