Tiers & FAQs

LOCAL LOCKDOWN TIERING SYSTEM:

Please see below for what the tiering system means for us at Fusion Lifestyle and in the wider health and fitness industry. We will have information on our website outlining which Tier your Centre is in that will constantly be updated.

Tier 1:

o Use of Gym

o Use of swimming pool, lane swimming, family swim sessions and junior swimming lessons will continue 

o Group exercise classes in centre

o All junior activities for those aged 18 and under and activities for those with disabilities can continue

o Please ensure you do not make bookings in groups larger than 6.

o All junior activities for those aged 18 and under and activities for those with disabilities can continue

o All outdoor sports can continue

o All indoor sports bookings need to be with your household or support bubble

o Face coverings are to be worn in the centre in communal areas. This includes when you enter or leave our centres, while waiting for a class or watching your child in swim school.

Tier 2:

o Use of Gym

o Use of swimming pool, lane swimming, family swim sessions and junior swimming lessons will continue 

o Group exercise classes in centre

o All junior activities for those aged 18 and under and activities for those with disabilities can continue. 

o All outdoor sports can continue

o All indoor sports bookings need to be with your household or support bubble

o Please avoid mixing with people that you do not live with or share a support bubble with.

o Face coverings are to be worn in the centre in communal areas. This includes when you enter or leave our centres, while waiting for a class or watching your child in swim school.

Tier 3:

o Use of Gym

o Use of swimming pool, lane swimming, family swim sessions and junior swimming lessons can continue 

o Use of group exercise classes online

o Fusion@Home will be available for paying members to access live and pre-recorded group fitness sessions from their home.

o All junior activities for those aged 18 and under and activities for those with disabilities are likely to be unaffected. 

o Outdoor sport can continue providing there is no contact

o All indoor sports will cease.

o Face coverings are to be worn in the centre in communal areas. This includes when you enter or leave our centres, while waiting for a class or watching your child in swim school.

LOCKDOWN 2 / RE-OPENING

Will you reduce my monthly membership price if my Centre moves into Tier 3?

As you will be able to access the Gym, Pool and exclusive Fusion@Home online classes, we won't be reducing membership prices for Tier 3 members. You can freeze your membership for £10/month by completing the 'give notice of membership freeze' form found at fusion-lifestyle.com on the 'Contact Us' page left hand side.

Do I have to wear a face covering?

We request that all customers wear a face covering whilst in communal areas of our centres. This includes when you enter our centres, while waiting for a class, waiting for a child in swim school, in spectator areas and on your way out of the centre. Staff are also permitted to wear a face covering in these locations.

Face covering are not required while undertaking physical activities within the gym, exercise classes or swimming.

I paid for November via DD, what will happen with that payment?

If your direct debit comes out on the 1st of the month, we were unable to stop the November payment, however, we will not take payment from you in December and you can access your Centre from when it re-opens. Your direct debit will then resume as normal in January. 

My DD is due on the 15th of each month, what do I need to do?

All direct debits on the 15/11/20 were frozen. This will resume as normal from December 15th and you can access your Centre as normal when it re-opens.

I paid for my membership upfront (annual), can I get a refund?

If you are on an annual membership, this will be frozen for the duration of the closure. Your membership will then be extended to reflect the duration of closure.

I paid for a casual session from Thursday 5/11/20 onwards, what will happen to my payment?

All pre-paid casual bookings were credited to your cashless top up account, so you can use this when the sites re-open.

I cancelled my membership and November was my final month, which I couldn't use as you were closed - what can you offer?

You will be able to use your last month when the site re-opens. If you send an email to your home Centre, they will arrange this for you.

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 your local Centre stating that you would like to 'opt in' to receive emails from us. 

I paid the freeze fee during the last lockdown, which gave me access to Les Mills on demand, do I still have access to this?

Yes, you will have access to this, free of charge until the end of December 2020. 

I am a Member, how do I access Fusion @ Home?

All members were emailed their username email and password on the 7/11/20. Please contact your local Centre team or select the 'contact us if you are having problems logging in' icon on the following link if you don't have the details https://fusionathome.co.uk/login/

My query has not been answered in the above, who do I contact?

Please go to the 'Contact Us' page on the website to leave an enquiry. Please select whether it is a Centre specific or general enquiry and one of our team members will respond within 72 hours. 

BOOKINGS

What does one (1) activity per day mean?

On the 28th September 2020 we entered the next phase of our re-opening plan to allow eligible members the chance to book a daily activity up to 7 days in advance. This can include a Group Exercise class, gym or swim, maximum of 7 activities per week. Whilst we have reduced capacity, we need to ensure every member gets a fair use opportunity and that everyone is safe within the centre.  We will constantly monitor this and update you as soon as we are ready for the next phase.

Does the '1 activity per day' policy affect 'Anytime', 'Daytime' or 'Gym and Swim' memberships?

Anytime, Daytime and Gym and Swim memberships also have one (1) activity per day. For full restrictions and access for each of these memberships please refer to the T&C's - https://www.fusion-lifestyle.com/post-covid-terms-and-conditions/

Will I be charged if I don't attend a booked activity?

To implement our fair use policy, you will be charged a no-show fee if you do not turn up to a booked session or cancel within the 24 hour notice period (unless the booking is taken by another member).

My Centre is still closed. When will my membership restart?

You will be updated via email, social media and website giving you clear information as to when your centre will reopen and the phasing of facilities.  Once your centre reopens, we will communicate with you when your direct debit will commence.

I want to stay on freeze, what are my options?

We have been listening to our member feedback and understand that some of our members may not be ready to come back straight away. Any members wishing to continue with a membership freeze just need to complete a freeze request form found on the contact us page of our main website. You can select between 1-3 months and the freeze charge of £10/month applies (£5 for swim school/junior memberships)

I don't have the Fusion Lifestyle app how do I go about getting it?

All visits to the centre must be booked online in advance. Downloading the app is easy, just go to your device's App Store or Play Store, search for Fusion Lifestyle and click download. You will find a simple step by step guide to follow, which will help you with the initial registration and then how to navigate the app. For help using the app, please visit our app FAQ page.

My employer is paying my membership through GymFlex, what should I do?

We will extend your membership with us, through GymFlex, for the full calendar months the centre have been closed, but if you have any questions about payments, or membership queries, then you would need to talk to your employer or GymFlex directly as they manage your membership. 

LIDO/SWIMMING POOL

How long is the swimming session?

When you book, you will select a 10 minute entry window. Once you have entered the pool, you then have a 50 minute swim. Please exit the pool at the end of your allocated time as there will be other swimmers waiting to start their swim. 

What do I do when I arrive?

When you arrive, please wait away from the building until the start of your allocated entry window. This will help us to avoid queues and allow us to check-in swimmers as quickly as possible. At the start of your 10-minute entry window, please enter the queue and the team will direct you from there. Once at the reception desk, please use the hand sanitiser provided before accessing the facility. 

I am a member; how do I access the sessions?

All swimmers, whether members or non-members, will need to use the turnstiles and their Fusion card to access the pool. If you don't have a card or have lost your card the team will be able to provide you with one when you come for your swim session. 

Can I use the changing rooms, lockers and toilets?

At some centres there will be some showers, changing rooms and lockers will be available, however to help us manage the safety of our staff and other pool users, please help us to keep these clean and reduce the amount of time you need to use these for wherever possible, i.e. arriving with your costume on under your clothes and showering at home after your swim. 

Can children attend the sessions?

Adult Lane Swimming sessions are available to those aged 16+. Under 16's will not be allowed access to the pool in these times, regardless of swimming ability

Where family sessions are available our swimming pool admission policy applies. All children under 4 years must be supervised by an adult (aged 16+) on a 1 to 1 basis. Children aged 4-7 years must be supervised by one adult to a maximum of 2 children. If this minimum supervision is not provided, we will not be able to allow entry to the session

Programmes vary by site as we manage a phased reopening, please check your centre's available bookings for sessions and availability.

How do I swim safely once I'm in the pool?

The pool has been split into wide lanes and the number of swimmers at any one time has been reduced, giving you plenty of space while swimming. Please select your lane based on your ability, these will be marked by signs at the end of each lane. Please follow the directional signage while swimming around the lane and if you need to take a break, move to the corner of the lane to allow others to pass. 

Please avoid overtaking while swimming. Consider changing lanes during the session if this is not an appropriate lane for your swimming speed. 

The capacity of our family swimming sessions has been vastly reduced to provide plenty of space for families to swim safely. There are no designated areas for each family so while there will be adequate space for all, please remember to keep a safe social distance from other pool users outside of your family or household.

Can I sunbathe at the end of my swim?

Sunbathing and spectating are not currently permitted. At the end of your swim, please ensure you maintain a safe distance from others while changing and once changed, follow the directional signage to exit the building, using the hand sanitisers provided before leaving.  

GYM 

We ask you to remember this is new to our staff but we endeavour to make things as easy and safe for you as possible as we know this is a new environment for all of us so we will learn as we go along. 

How long is the Gym session?

When you book, you will select an available time slot to attend your gym session. You have from the start time of that session up to 9 minutes post start time to enter the centre. If later than 9 minutes post the start time, you will not be allowed to enter.  

Once you have entered the centre, you then have 60 minutes to use the gym. So, for example if your gym session starts at 10:00 you can enter the gym from between 10:00 and 10:09 and your session will end at 11:00.  

Please exit the gym at the end of your allocated time as there will be others waiting to enter at their allocated slot. This is to ensure we are always at or below our gym floor capacity at any one time to ensure we are adhering to government guidelines. 

What should I bring with me? 

The water fountains are out of use so bring a large bottle of water with you. Please do not bring a towel for your workout. Blue roll will be provided and please place blue roll in the bins provided once used. Do not leave around the gym floor. 

What do I do when I arrive for my gym session?

When you arrive, please wait away from the building until the start of your session. This will help us to avoid queues and allow us to check-in gym users as quickly as possible. At the start of you of your 9-minute entry window as outlined in question 1, please enter the queue and the team will direct you from there. 

Once at the reception desk, please use the hand sanitiser provided before accessing the facility. 

Please keep use of any machine to a maximum 10 minutes, and please always keep to social distancing guidelines.

I am a member; how do I access the sessions?

All Gym users, whether members or non-members, will need to use the turnstiles and their Fusion card to access the gym. If you don't have a card or have lost your card the team will be able to provide you with one when you come for your Gym Session. Your Gym session should be booked in advance on the Fusion booking app. If you haven't booked a designated timeslot you will not be permitted entry. If you are more than 9 minutes after the start of your gym booking you will not be permitted entry

Can I use the changing rooms, lockers and toilets?

At some centres there will be some showers, changing rooms and lockers will be available, however to help us manage the safety of our staff and other pool users, please help us to keep these clean and reduce the amount of time you need to use these for wherever possible, i.e. arriving with your costume on under your clothes and showering at home after your swim. 

What is the cleaning process in the gym?

We ask that all members adhere to social distancing guidelines and our capacities and gym layouts are designed to ensure these can be followed. We also ask that you wipe kit down before and after use. There will also be a hand sanitising station so please ensure you use this before and after your gym session. 

We will have a member of staff on duty on the gym floor cleaning and sanitising kit during our opening hours also. And we will also have kit cleaned in between session start and end times.

GROUP EXERCISE 

Why is there a reduced class timetable?

We have designed the timetable to be safe for our staff and customers.  With limited capacities we have designed tables that we believe will suit everyone.

Why are the classes only 30 or 45 mins long?

We have designed our timetable to ensure we have enough time between each class to carry out our thorough cleaning procedures. It also means we can run more classes throughout the day, giving everyone a chance to enjoy a class.

How are we keeping our members safe?

We'll be carefully managing the capacity of our classes and are asking members to pre-book their space for every class via our mobile app.

We're setting up our studios to ensure that all equipment is spaced at least 2 metres apart, with social distancing markings in place to help members keep apart.

Where we can, we're will also be using larger parts of our centres, such as sports halls, tennis courts and outdoor areas to give customers more space during classes.

We will be cleaning all equipment and accessories after each session to ensure everyone is safe.  You can also bring your own cleaning wipes if you wish.

BOOKINGS

I am not a member, how do I book online? 

CLICK HERE FOR ONLINE BOOKING GUIDE

When do sessions become available?

Slots are released 6 days in advance for non-members and 7 days in advance for members at midnight daily. (excluding Charnwood - Both members and non-members can book 7 days in advanced).

There is a booking slot available tomorrow, how do I book an extra session tomorrow that does not affect my usage?

You can do this through the 'Extra' booking option available through the website or the app.

Can I cancel or change a booking?

If you are a pay as you go member, as per our T&Cs your booking is non-transferable and non-refundable (excluding Charnwood). However, if you are a member, you must cancel your booking through the website or the app with at least 24 hours' notice. This will allocate your usage back to your account. Cancelling within the 24hour notice period will use your usage and incur a no show charge unless the booking is taken by another member.

People unable to book online

We appreciate that some of our members may not be able to book digitally or online. In such cases these members can call the centre on the centres telephone number and we will take bookings and payments over the phone.

OTHER QUESTIONS

NHS Track + Trace

We have installed an NHS QR code in all reception areas. On arrival, please scan the QR code with the NHS COVID-19 app to help us in our efforts to comply with government regulations. We kindly ask you to scan the QR code on every visit. This NHS system is now a legal requirement and links your attendance with your attendance at other venues, allowing the NHS to react with speed to any issues that may arise.

How to download NHS COVID-19 app?

If you have a smartphone, please download the NHS COVID-19 app, available for both Apple and Android devices, so that you have the app ready on your phone before arrival. You can download the app here.

I have a question about my child's swim school?

Please visit our swim school FAQ page for more information

https://www.fusion-lifestyle.com/swim-school-faq/

Why are you letting new members join when the club is restricted to existing members?

We are aware that our centres have varying capacity available - however we will be continuously monitoring this, and we will review our decision if necessary.

Has anyone been maintaining the facilities whilst they have been temporarily shut?

Yes, whilst we have been closed, we have been routinely visiting each of the centre to perform statutory and regulatory inspections and testing, along with general maintenance activities, to ensure the standards are maintained ready to reopen.

Will you notify me if I you think I may have come into contact with a person who has tested positive for Covid-19 whilst at the centre?

We will fully comply with all government advice regarding this, supporting the government's track and trace system.  It's important that we have all your correct details such as mobile and email and all users of the centre must have their photograph taken, so bear this in mind when you visit.

What happens if my centre is in an area that has a local lockdown?

We will follow both the government and local authority advice if this happens and keep all our members fully informed. Certainly, at this stage we may restrict memberships with multi centre access privilege rights to stay within borough.

How are you going to ensure you monitor how many people are in the centre at any one time?

Our booking and front of house systems complimented by team members ensure that we stay within government and industry guidance.

Are changing rooms open?

Some centres are operating changing rooms, please check at your centre. You should come prepared to work out or swim and beach change for swimming and shower and change once you've returned home.

How old is an adult on a membership?

16 years and older