Goes live Monday, 2 December 2024
Following feedback from our members regarding activity sessions being booked but not attended, we've listened and acted. We understand that life is busy and plans change, so we aim to help all members cancel bookings more easily when things come up to free up places for others wishing to attend so we are introducing "Broken Promise".
The "Broken Promise" system is based on a 30-day cycle. Members can easily cancel a booking online or using the app in the "My Account" area up to 2 hours prior to a scheduled activity start time. Missing three (3) or more bookings within a 30-day window will result in a £5.00 charge being added to a member's account. This will show in the "My Account" section as an arrears and, unfortunately, will prevent further booking and access until paid. Payment can be made online, in-centre or over the phone.
We hope that all members welcome this advancement and see how "Broken Promise" will boost attendance opportunities for everyone.
How to cancel a booking: The app
- Go to the Live Better app and select "My Bookings".
- All your current bookings will be displayed, click the session you wish to cancel.
- Click cancel at the bottom... hey presto!
It's as easy as 1, 2, 3 to cancel on the go and help others to take a space.
How to cancel a booking: Web
- Login to the website and select "Bookings".
- All your current bookings will be displayed, click "Cancel booking".
- Click cancel to confirm... hey presto!
It's as easy as 1, 2, 3 to cancel online and help others to take a space.
FAQs
Q: What happens if I forget to cancel?
A: If you forget to cancel 2 hours or more from the start time of a booking, the system will record it. The first two (2) times within a 30-day period are registered as reminders, if you forget to cancel a third time in the same 30-day period, then a £5.00 penalty fee will be added to your account. You will receive email confirmation regarding this on each occurrence.
Q: What happens if I forget to check-in?
A: This is the same as failure to attend as the system will not know you had attended without a valid check-in. This can be done by tapping your card on the turnstile or being checked-in by a member of the centre team.
Q: If I have several sessions booked in a row, do I need to come out and check-in for each one?
A: Your "check-in" covers you for three (3) hours from time of arrival. If you have multiple bookings in a row, for example a group-ex class, followed by a swim and then a Thermal Spa booking, you only need to check-in once at access control if all the start times are within a three (3) hour window of arrival. If in doubt, ask a member of the centre team.
Q: Can the £5.00 charge be removed without payment?
A: No. The only way to clear the charge and reinstate booking privileges is to pay the charge online, in-centre or by phone.
Q: What's the 30-day cycle mean for me?
A: In short, the 30-day rolling cycle will commence from the first unattended booking that has not been cancelled in advance. This means that in any given 30-day period (from the first occurrence) you can miss one (1) further booked activity without receiving a charge, however, on the third occurrence, the system will instigate the ‘Broken Promise’ charge.
You will receive email confirmation regarding this on each occurrence.
If, however, your third occurrence falls on day 31 this will be treated as the first occurrence of a new 30-day period.
Please note, that failure to cancel or check-in for three (3) activity sessions, including those in the same day will automatically trigger the penalty charge. Each activity booking is classed as an individual booking.