Cancellations and Refund Policy

Cancelling Your Direct Debit Membership

We recognise that many people’s circumstances change. In such an event, should you wish to cancel your direct debit membership we ask that you do so directly with your own bank. This cannot be done in person at one of our facilities. You can also contact us in writing via email at hamdden.leisure@conwy.gov.uk.

A member has the right to end this agreement within fourteen (14) days of the date of the Membership was joined via a written request to hamdden.leisure@conwy.gov.uk. The member shall be entitled to a refund of the membership fee paid less a pro rata sum for the number of days used prior to cancellation.

If Ffit Conwy is unable to collect the direct debit fee on the re-presentation date, on or around 28th of the month, the membership shall be ‘blocked’ and no access shall be allowed until the due fees are paid. If you wish to re-start your membership with us, you will be required to pay the prevailing joining fee and pro rata payment.

Cancelling Your Annual Membership

As we offer a heavily discounted Annual Memberships for customers wanting to commit for 12 months, this membership cannot be cancelled once purchased unless for compassionate or medical reasons where this can be considered with appropriate and relevant medical / relevant evidence.

Programmed and Bookable Activities

Your Membership may entitle you to book classes or activities which are included in your membership.

We encourage all members to ensure that they swipe in for any classes that they attend. Our reception teams have been reminded of the importance of recording every attendance.

Cancellation of Booking by Customer

Bookings for individual sessions must be cancelled at least 1 hour in advance of the start time of the booked activity.
No refunds will be issued. However bookings can be transferred to another date or a credit can be added to your account for use on a future date by contacting the Leisure Centre direct, providing at least 1 hour notice is given.

Group activities such as racket sports and team sports must be cancelled at least 24 hours in advance of the start time of the booked activity. 50% of the payment will be taken and 50% will be refunded for any cancellations within 24 hours. Usages will not be added to a member’s account.

No refund of membership fees will be made if a facility or activity booking is cancelled by the member.

If a customer has any outstanding unpaid debt on their account, access to our facilities shall be ‘blocked’ and no access shall be allowed until the due fees are paid.

Your cooperation in following the cancellation policy will enable us to re-allocate your space to other members.

Cancellation by the centre

We reserve the right to refuse or cancel any booking without giving any reason, to refuse admission to the centre, to reject an application of membership and to withdraw membership.

We can add to, change, withdraw or cancel facilities or activities from the centre without notice. This includes closing a centre or changes to its opening hours for safety reasons, maintenance or special events.

No refund of membership fees will be made if a facility or activity booking is cancelled by the centre. The centre will not be liable for any other expenditure incurred or loss sustained by the customer arising from the booking online or cancellation.