Cancellations and Refund Policy

Cancelling Your Direct Debit Memberships

We recognise that people’s circumstances can change. If you wish to cancel your Direct Debit membership, you may do so directly with your bank. You may also cancel in person at one of our facilities by completing a cancellation form, or you can contact us in writing via email at hamdden.leisure@conwy.gov.uk. 

Members have the right to end their agreement within fourteen (14) days of joining by submitting a written request to the above email address. A refund will be issued for the membership fee paid, less a prorata amount for the number of days used prior to cancellation or lessons attended. 

If Ffit Conwy is unable to collect the Direct Debit fee on the representation date (on or around the 28th of the month), the membership will be blocked, and no access will be permitted until all outstanding fees are paid. If you wish to restart your membership, you will be required to pay the current joining fee and any applicable prorata payment. 

Cancelling Annual Memberships

Annual Memberships are offered at a heavily discounted rate for customers committing to 12 months. These memberships may be cancelled within the first fourteen (14) days of joining; however, after this period they cannot be cancelled, except for compassionate or medical reasons where cancellation may be considered upon receipt of appropriate and relevant evidence. 

Members have the right to end their agreement within fourteen (14) days of joining by submitting a written request to hamdden.leisure@conwy.gov.uk. A refund will be issued for the membership fee paid, less a prorata amount for the number of days used prior to cancellation. 

Programmed and Bookable Activities

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

Members are encouraged to swipe in for all sessions they attend. Reception teams have been reminded of the importance of accurately recording attendance. 

Cancellation of Bookings by Customer

Individual Sessions 

• Must be cancelled at least 1 hour before the scheduled start time. 
• No refunds will be issued. 
• However, bookings may be transferred to another date, or credit may be added to your account for future use, provided cancellation is made at least 1 hour before the session by contacting the Leisure Centre directly. 

Group Activities (e.g., racket sports, team sports) 

• Must be cancelled 24 hours in advance. 
• Cancellations made within 24 hours will result in a 50% charge, with the remaining 50% refunded.
• Usages will not be added to a member’s account for cancellations.

Outstanding Debt 

If a customer has outstanding unpaid fees, their access to facilities will be blocked until all fees are paid. 
Your cooperation with the cancellation policy helps us reallocate spaces to other members. 

Cancellation by the Centre

We reserve the right to refuse or cancel any booking without giving a reason, to refuse admission, to reject membership applications, and to withdraw membership. 

We may add to, change, withdraw, or cancel facilities or activities without notice. This includes temporary closures for safety, 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 or loss arising from booking or cancellation. 

Ending Swimming & Gymnastics Lesson Memberships 

Members paying by Direct Debit may cancel within 14 days of signup. If cancelled within this period, prorata payments will be refunded less the cost of lessons attended. 

After the 14day period, cancellations may be made following the initial term by completing the membership cancellation form or emailing hamdden.leisure@conwy.gov.uk. 
Verbal cancellations cannot be accepted. 

Once a cancellation request is received, confirmation of the cancellation date will be issued within 10 working days. If you do not receive confirmation within this time, please contact us via email or by calling 0300 456 9525. 

Refunds for swimming and gymnastics lessons will only be granted for long-term medical conditions that prevent participation. Refunds will be calculated from the date that appropriate evidence is submitted to the contact centre via email.