Frequently asked questions

Following the Government’s guidelines we are constantly reviewing our policies and procedures.

Our priority continues to be providing our customers with a safe environment in terms of hygiene and respecting space whilst supporting their exercise journey. Your safety is the most important thing to us.

Update on COVID (as of 27th January 2022):

Am I required to wear a mask in the centre?

Face coverings are no longer required, however should you feel more comfortable, you are welcome to continue to wear one.

What safety measures are in place?

The safety of our customers and staff is of the utmost importance to us. We will continue to maintain our high levels of cleaning standards, with high contact points cleaned more frequently.  Hand sanitiser stations are in place. We continue to ask that you wipe equipment down before and after use with the provided sanitising materials.

Are changing facilities open?

Yes, changing facilities are available at our centres.

Do I still need to book online?

We are encouraging all customers to check the availability and book prior to coming to the centre, to avoid disappointment if sessions are fully booked. However, you are welcome to turn up and purchase/book at reception, we just wouldn’t be able to guarantee the space. All payments are by card only.

Are saunas and steam rooms in use?

Yes, saunas and steam rooms are open. Our Turkish Baths steam room is closed for maintenance. Please speak to a member of the centre team for more details.

Are water fountains back in use?

Our water fountains are available for bottle refill only. Please check with your centre for more information.

What if I have symptoms of Covid or the Omicron variant?

Please do not visit the centre if you have any symptoms of Covid.

Memberships

Are there any membership restrictions in place?

All memberships have returned to their original T&Cs, with no further restrictions on number of visits per day.

As a member, do I still benefit from advanced bookings?

Yes, definitely. Members benefit from 24 hours advanced booking. In most Centres, members can book 7 days in advance, while non-members can book 6 days in advance. 

Charnwood Specific (Bookings can be made 7 full days in advance for both members and non-members. Bookings can be made from 8pm the night before the 7 days).

Why have you re-implemented a ‘no show’ and late cancellation policy?

This is to ensure that we are promoting a ‘fair use’ policy. This will allow us to manage the bookings more effectively and encourage members to cancel a booking if they cannot attend in enough time to give other customers the opportunity to attend.

I am not receiving any of Fusion’s emails. What do I need to do?

Firstly, please check your junk email. If it is not in there, please contact info@fusion-lifestyle.com stating that you would like to ‘opt in’ to receive emails from us. Please also follow your local centre’s social media pages for updates.

How do I upgrade or amend my membership?

You can request this in writing, via email to your Centre. They will process this for you. All amendments must be given with one month’s notice.

How do I freeze my membership?

To freeze your membership, please visit the contact us page on the centre website, click “Give Notice of Membership Freeze” option, complete the freeze request form and submit it successfully. Once submitted, you will receive an automated confirmation. More information on freezes can be found on the website.

How do I cancel my membership?

Sorry to hear that you’re looking to leave. If you wish to cancel you can do so by completing the ‘give notice of membership cancellation’ form found on the left hand side panel on the ‘contact us’ page of our main website www.fusion-lifestyle.com

Concession Rates

Our concession rate is available for PAYG (pay as you go) customers only who fall under any of the categories below.

Jobseekers Allowance contributory-based / Incapacity Benefit / Severe Disablement Allowance/ Carers Allowance / Disability Living Allowance / Attendance Allowance / Employment support allowance

Proof required: A recent letter from the Department of Work and Pensions

Over 60

Proof required: Birth certificate / Passport / Driving Licence / Freedom Pass

Working Tax Credit/Universal Credit (if you qualify for NHS Exemption)

Proof required: NHS exemption charges certificate and recent letter from the NHS

You must be able to provide the site with proof of your eligibility (dated within 3 months of when you apply). Our team on-site will then add the subscription onto your account to apply your reduced rate onto your activities. You will be required to provide proof every 6 months to ensure you are still eligible. You will also need to provide us with the proof every 6 months once joined to ensure you continue to meet our criteria. It is your responsibility to advise the centre or communicate any changes to your circumstances.

Concession rates exclude any pre-paid memberships and are not valid against or in conjunction with any other centre offers or promotions.