Frequently asked questions
Following the Governments’ announcement on 12th July 2021 regarding the easing of restrictions from the 19th July, we have reviewed our policies and procedures with some key changes taking effect next week.
Our priority continues to be providing our customers with a safe environment in terms of hygiene and respecting space whilst supporting their exercise journey.
Update on COVID
Will I be required to wear a mask in the centre from the 19th July?
We still encourage and advise customers to wear face coverings when moving around the centre. Your safety is the most important thing to us.
With the relaxing of restrictions, what additional safety measures will remain in place?
Although restrictions are easing, 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, staff and customers will be encouraged to wear face coverings. Safety screens and hand sanitiser stations will remain in place. We continue to ask that you wipe kit down before and after use and we will have a member of staff on duty on the gym floor cleaning and sanitising kit.
Will all changing facilities be open from the 19th July?
Yes, changing facilities will available at our Centres.
When will I be able to make a booking for the 19th July (for both members and hirers)?
Most classes are available to book now via our website or mobile app. Extra classes, sessions and spaces will be added from the 15th July. For hirers, bookings can be made via the centre teams.
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 a ticket at reception, we just wouldn’t be able to guarantee the space.
Will saunas and steam rooms be back in use from the 19th July?
Yes, saunas and steam rooms will be re-opening from the 19th July. Please speak to a member of staff at your centre for more details. (Sauna at Leys will remain closed until further notice)
Will water fountains be back in use from July 19th?
Our water fountains will be available for bottle refill only. Please check with your Centre for more information.
What does this mean for my membership?
All memberships will return to their original T&C’s, as of 1st August 2021. There will no longer be any 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 email@example.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
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.