Lockdown - YOUR Leisure

National Lockdown

GUIDANCE FOR MEMBERS & FAQs 

Update: 23 February 2021

Following the announcement by the Prime Minister yesterday (22 Feb 2021) we are now working through the detail of the road map of re-opening and finalising our plans to welcome our customers back to our facilities at the earliest opportunity. 

We will therefore be in contact directly with members and customers over the coming days with full details and what activities and service will be open and when.

Please rest assured that no fees will be collected without prior notification to our members. We very much look forward to welcoming you back as soon as possible

Please note that due to the National Lockdown 3 we are still operating on limited resources which may affect our response timescales and we ask that if you do have any queries that you contact us via the members' mailbox – memberships@yourleisure.uk.com

You can also keep up to date by visiting our website www.yourleisure.uk.com

Update: 5 January 2021

Facilities to Remain Closed

With yesterday’s announcement (4 Jan 2021) by the Prime Minister, we are now in a new National Lockdown and therefore our facilities will remain closed until further notice.

Please rest assured that we will not be collecting any further fees and please see further details below.

Courses Fees: (including Swim School, Gymnastic Academy, and Tennis Academy)

These will be frozen and we will adjust collections amounts on return for any lost sessions due to early closures in December (applicable to sessions that were due to be held on Sunday 20 Dec 2020).

Annual Upfront Memberships:

These will have the relevant lost time applied as an extension to your membership expiry date once we are able to re-open our facilities. 

Direct Debit Members:

These will be frozen and once we have further information regarding the lifting of the National Lockdown (LKD 3.0) and a re-opening date for our facilities we will contact you with further details regarding restarting your membership.

We kindly ask that members DO NOT CANCEL their membership or course subscription (or Direct Debits) with us as this will ensure the easy restart of your activities once we are able to re-open. 

We will contact you again shortly once we have further information from the government around any releasing of the current restrictions and re-opening plans for our facilities and activities.

Please note that due to the new National Lockdown 3 we will have limited resources working which may affect our response timescales and we ask that if you do have any queries that you contact us via the members' mailbox – memberships@yourleisure.uk.com

You can also keep up to date by visiting our website www.yourleisure.uk.com

We would like to again thank you for your patience and understanding while we work through the most recent restrictions.

Update: 31 December 2020

Facilities to Remain Closed

Firstly, from all of us at Your Leisure, we hope you had a good Christmas and that you and your loved ones are safe and well. Unfortunately, the lead into the new year has not brought the news we were hoping for. Following yesterday’s announcement (30 December 2020) that Kent remains in Tier 4, our facilities, unfortunately, will not be reopening from Monday 4 January 2021 as we had hoped for.

As detailed within previous communications prior to Christmas (email dated 19 December) we will not be collecting any further payments. However, please see further details below:

Courses Fees; (including Swim School, Gymnastic Academy, and Tennis Academy)

These will be frozen and we will adjust collections amounts on return for any lost sessions due to early closures in December (applicable to sessions that were due to be held on Sunday 20 Dec 20).

Annual Upfront Memberships;

These will have the relevant lost time applied as an extension to your membership expiry date.

Direct Debit Members;

These will be frozen and once we have further information regarding being released from Tier 4 and a re-opening date for our facilities we will contact you with further details regarding restarting your membership. 

We ask that members DO NOT CANCEL their membership or course subscription with us as this will ensure the easy restart of your activities with us.

We will contact you again shortly once we have further information and updates from the government around any reviews or the releasing of the current restrictions and the re-opening plans for our facilities and activities.

While this is not the away that we had anticipated welcoming in the New Year, we must follow the Government guidelines in the fight against COVID-19.

Please, where you can, stay at home.

We would like to wish all our customers a Happy and Healthy New Year and again thank you for your patience and understanding while we work through this unprecedented time.

Update: 21 December 2020

Due to the current Tier 4 restrictions, all our facilities are currently closed until further notice. 

Because of the current Tier 4 closures and Christmas break, our phone lines and emails are not currently being monitored. We, like you, await further updates on Tier 4 restriction timescales from the Government. 

Memberships and Course Subscriptions

Please be assured that we will NOT be making any further Direct Debit collections until such time that we have further clarity on the Tier 4 restrictions timeframe and will be emailing members and course participants to inform you in advance of any future monetary collections and when courses will resume. 

Where applicable, membership adjustments will be made to ensure that our members and customers are not adversely affected by this forced closure of facilities and unavailability of our services.

Once again, we apologise for the inconvenience caused by this and will email members/course participants with more information as it becomes available and in advance of any changes to membership collections. 

Once we have further clarification, we will contact customers. 

Please stay safe.

Update: 19 December 2020

Dear Members and Course Participants, 

Following the announcement by the Prime Minister, from midnight 19 December 2020, a new Tier 4 will be introduced placing further restrictions on Kent. We, as you must be, are very disappointed at today’s announcement with Kent and other areas now moving into a new Tier 4. The effects of this are that we will again have to close our facilities for the foreseeable future from midnight tonight (19 December 2020).

Sadly we are writing to inform you that if any members or customers have a pre-booked activity session or lessons scheduled for tomorrow (Sunday 20 December) or any booking/lesson over the next couple of weeks, these are, unfortunately, cancelled. Our online booking system will also be unavailable from tonight.

At this time, we do not know the extent of this new enforced Tier 4 with regards to timescales other than a minimum time of 2 weeks, and therefore. we will focus and prepare for reopening on Monday 4 January 2021 unless further information is released and provided by the Government.
Once we have this information, we will be able to update our course of action for your payments, however, we ask that you do not cancel your membership or subscription at this time as this will make it easier to restart your membership or course program once we are able to re-open.

We will be in touch as soon as possible once we have further information regarding our confirmed re-opening dates and plans.

Please stay safe and we hope to see you in the new year.

Click for centre-specific information, COVID guidance and booking details

Update: 27 November 2020 (revised 17 December 2020)

Following the announcement of Kent remaining in Tier 3, the centre will be open to members but there will be certain restrictions in accordance with Tier 3 requirements (all activity sessions must be booked online in advance).

The following centres are open with restrictions in place:

  • Hartsdown Leisure Centre (Including Hartsdown Gymnastic Centre and Your Feelgood Factory)
  • Ramsgate Leisure Centre (Including Your Spa and Your Feelgood Factory)
  • Tides Leisure Centre (Including Deal Indoor Tennis Centre)
  • There will be restricted activities due to Tier 3 rules (Group-Ex & casual Tennis remains suspended)
  • All activities that are able to run during Tier 3 restrictions will be bookable online via eBooking in the usual way
  • Members will be able to login and view the available activities and time slots/sessions through the eBooking system

If you do have any queries in relation to the below information then please contact our customer support team on 03333 660 661 or email memberships@yourleisure.uk.com or swimschool@yourleisure.uk.com

Activities Returning

Within Tier 3, activities open will include Gym and Swimming (at all facilities listed) as well as Feelgood Factories at Ramsgate and Hartsdown and our course programmes*.

*Our courses programmes will also automatically recommence from Thursday 3 December including Your Swim School at all 3 facilities, Your Gymnastics Academy at Hartsdown and Your Tennis Academy at Tides. Please note that all individual class times and days will be the same as confirmed prior to Lockdown 2.0.

Activities Not Returning Under Tier 3

Unfortunately, within the Tier 3 restrictions the following activities have not been given the same exemptions as those listed above.

  • Group Ex (including active classes & aquafit) at all facilities
  • Casual Tennis at Tides Indoor Tennis Centre

Confirmation of fee collection and adjustments

The arrangements for membership collection in respect of lockdown 2.0 are as follows:

Memberships: (including gym, swimming, feelgood & group ex*)

Memberships collected 15 October - Members who we collected payment from on the 15th of October will have had the November payment frozen and collection will therefore re-start again in December (15 December 2020).

Membership collection 1 November - Members who we collected payment from on the 1st of November will have their payment for December frozen/reduced to £0.00 and therefore the collection in November will cover your access to our services upon re-opening in December.

Course Members (Including Swim School, Tennis & Gymnastics)

Those course members who had payment collected on 15 October will have their membership frozen during November with the next collection being reinstated from 15 December 2020.

*Groove and Groove VIP Members information.

Due to the restrictions applied preventing us from operating Group Ex those members that have specifically signed up for a Groove or Groove VIP membership will have their collection adjusted for January 21 to match the Energize Package for the facility (on average a £5.00 decrease) to accommodate the restricted usage and non-provision of exercise classes during December and the Tier3 period.

For all enquiries and queries, please contact our customer help line on 03333 660661 or email our membership team: memberships@yourleisure.uk.com

Update: 25 November 2020

Following the latest government announcement on Monday 23 November, we are pleased to inform you that we are planning to re-open the following facilities from Thursday 3 December 2020.

Hartsdown Leisure Centre
(Including Hartsdown Gymnastic Centre and Your Feelgood Factory)
 
Ramsgate Leisure Centre
(Including Your Spa and Your Feelgood Factory)
 
Tides Leisure Centre
(including Deal Indoor Tennis Centre)
 
All accessible activities will shortly be available to book online as they were prior to Lockdown 2.0. We are currently awaiting confirmation of the new ‘Tier System’ and subsequent restrictions which will determine the extent of the activities and services that we can provide.

We therefore ask for your patience whilst we wait for further information and we will be in touch again very shortly.

We hope that you and your family are safe and well and we can’t wait for the time to come when we welcome you back to our facilities again.

Update: 3 November 2020

Following the Government announcement on 31 October, it is with regret that Your Leisure will again be shutting our doors to our members and customers. We will be closing the following facilities from midnight on Wednesday 4 November 2020.

Hartsdown Leisure Centre
(Including Hartsdown Gymnastic Centre and Your Feelgood Factory)
 
Ramsgate Leisure Centre
(Including Your Spa and Your Feelgood Factory)
 
Tides Leisure Centre
(including Deal Indoor Tennis Centre)
 
With the latest enforced lockdown arrangements lasting for a period of one month please find further details below on our reopening plan in December and how we intend to address memberships and course fees collected.

If you do have any queries in relation to the below information then please contact our special customer support team on 03333 660 661 or email memberships@yourleisure.uk.com

We again ask that members and course students do not cancel their memberships with us as this will assist with restarting our facilities and the continuity of your membership and services provided.  We would appreciate your patience when contacting us due to the reduced level of team members that will be operational throughout this period.


Facility Re-Opening Plan:
We plan to reopen our facilities on Thursday 3 December.  Please see the information below.


Memberships:
  1. Memberships collected 15 October
Members who we collected payment from on the 15 October will have the November payment frozen and collection will re-start again in December (15 December 2020). 


  1. Membership collection 1 November
Members who we collected payment from on the 1 November will have their payment for December frozen/reduced to £0.00 and therefore the collection in November will cover your access to our services upon re-opening in December.


Online Activity Bookings:

As with our current procedure, all activities will be bookable online when we re-open. Our booking system will be suspended during the early part of closure but will become live from Wednesday 26 November in readiness for reopening on 3 December 2020.
Bookable activities will include the Gym, Group Ex, Feelgood Factory, Swimming, Spa Treatments, and Tennis.


Course Members (Swim School, Tennis & Gymnastics):

Unfortunately, with the latest government instructions, we will be suspending courses between Thursday 5 November, and Thursday 3 December. Those course members who had payment collected on 15 October will have their membership frozen during November with the next collection being reinstated from 15 December 2020.

All courses will therefore recommence on Thursday 3 December 2020 at the current time and day for each individual customer.

Course dates for the New Year (2021) will be released shortly with our Christmas break details.


Clubs:

Those clubs that have returned under our COVID-19 safe protocols will, unfortunately, be asked to inform their members that there will be no activities from Midnight Wednesday 3 November. We do, however, ask clubs to plan for returning to our facilities from Thursday 3 December 2020 based on your existing booking arrangement, post the first lockdown, and in accordance with the most up to date Covid-19 guidance for your sport.


General:

As you will no doubt be aware this situation is fluid and we will be contacting customers again during November to update you further.
From all the team at Your Leisure please stay safe and we very much look forward to welcoming you back in December.