Customer FAQs - response to Covid-19
Why are we closed?
In response to the current international COVID-19 pandemic and subsequent government instruction, Two Riversmeet Leisure Complex has closed to the public from the end of 20 March 2020.
We do not currently have a date when we will reopen but we will keep in touch with customers via our website and social media channels as and when we have updates.
We hope to be able to address the most common enquiries here to give customers peace of mind during these uncertain and unprecedented times.
Direct Debit memberships
We will freeze all direct debit memberships- no payments will be taken for 1/4/20. We will continue to update customers as more information becomes available about future months.
On the centres reopening, we will ensure that the time lost between 21/03/20 and 31/3/20 are appropriately balanced.
Up front memberships
We will freeze all up front memberships- we will ensure that the time lost from 21/03/20 until the end of the membership/or the centre reopening (whichever is sooner) will be added back on.
Swim Academy (Direct Debit and Quarterly)
All swim academy children who have not already been in touch with us will automatically be frozen. Their space in the swim academy will be safe.
Any swimming lessons that have been cancelled between 21/3/20 and 31/3/20 will appropriately balanced out on the centres reopening whether that is by direct debit or quarterly payment.
Junior Course Subscriptions (Upfront)
All children currently booked in to the current term (up until Easter) of a Junior Course (gymnastics, trampoline or squash) will either receive a discount from the new terms booking or a refund of the missed sessions if the child is not continuing.
This will apply to any child who is already booked in to the new term due to start after Easter. Their place is secure and any missed sessions will be appropriately balanced out on the centres reopening.
Anyone with a current booking to take place between 21/3/20 and 31/3/20 will not be invoiced or charged for their sessions that will not take place.
Anyone who has already returned their contract for the 2020/21 contract period will not be invoiced for their booking until the centre reopens again.
Any customer who is yet to return their contract for the 2020/21 contract period can do so if they wish. The contract will not start until the centre has reopened.
We are getting in touch with all remaining birthday party customers who are due to visit in the coming few weeks to reschedule or refund.
We will continue to work forwards in time to contact customers with parties as and when we know how long the closure is likely to be in force for.
All customers for Easter should have heard from us already to arrange a refund or a transfer to another date.
We will continue to monitor the situation and reopen booking for future holiday activities when we know more.
Any customer who has paid for court/pitch hire or paid to attend a class from 21/3/20 will have the option to transfer their booking to another date or receive a refund.
GP Referral Customers
All existing customers have been contacted by Helen to cancel appointments. Once the centre reopens, Helen will be back in touch to reschedule reviews and appointments.
We will be publishing a timetable for customers to join us online for fitness classes led by our Fitness Class instructors - we do hope you can join us and continue to keep active. Aside from the physical benefits, joining our online community and participating in exercise will be a benefit to mental health and wellbeing.
Please do bear with us while we work our way through contacting the customers with the most imminent bookings or events.
If your question has not been answered above, please email on firstname.lastname@example.org
Please do be aware that we are experiencing a high volume of customers getting in touch and there may be a delay in our response. Rest assured we are doing our upmost to work as efficiently as possible for all of our customers during this challenging time.
Wishing our customers all the very best during this difficult time, we will miss you dearly and we look forwards to reopening and welcoming everyone back when it is safer to do so.