Frequently asked questions

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.

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

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.

You may take photos and video recordings in the club for your own personal use, provided that you abide by the following:

You must not take photos/videos of any person/s without their permission.

Anyone who appears in your photos/videos must be made aware that you are filming, and you must have their permission first.

You must not take photos/videos in any changing area, pool area, sauna, steam room, Turkish baths, spa or toilets of any kind.

If any person/s is unhappy with being included in any sort of filming and proceeds to make a complaint, we may ask you to show any images/videos you have taken in the club and politely ask you to delete them if necessary.

If a member of the team asks you to refrain from filming or taking photos at any point you must do so.