FAQ's

Following the Governments' announcement on 12th July 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.

Memberships:

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 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.

Swim School:

Will my lesson time change?

All lesson times will remain the same until week commencing 2nd August. From this date, there may be some slight changes to your lesson time as we adjust our programmes to allow lesson durations to increase. If your lesson time is changing, we will communicate this to you directly as soon as possible.

How are swimming instructors going to deliver the lessons?

Swimming instructors will be teaching all lessons from poolside. Swimming aids will be used to ensure all swimmers are safe.

In certain classes, it may be safer and beneficial for the child's development for lessons to continue with parents/ guardians in the water to provide support for their child. Where this is required, the centre team will inform the customers of these classes directly.

When I arrive at the centre, what do I do?

All customers require a Fusion card to access the centre through the turnstiles. Your Fusion card will allow access to the centre 10 minutes before your new lesson time. If you do not have a Fusion card, this will either be prepared ready for collection on your first visit or will be allocated to you when you arrive at the centre.

Can I use the changing rooms?

Changing rooms are available for use and cleaned regularly. 

Where do parents/guardians go while the lesson is running?

Please use the designated spectator or seating areas, Face coverings are recommended.

Will my child use equipment during the lesson?

Equipment will be available during the sessions for swimmers to practice their skills and will be made available for the sole use of each participant 

Can my child wear goggles during the lesson?

Goggles are encouraged. We'd recommend practicing at home with your child, so they are able to put them back on during lessons where needed. If goggles are taken off during lessons, the swimmer can continue to practice without them.

Will Swimming Instructors be updating assessments?

Our instructors will continue to update registers and assessments on a weekly basis. Instructors will assess the elements that are focused on in each session and this progress can be viewed in the Home Portal. Please note, it will take several attended sessions before all elements have been checked again by the instructors and updated, please bear with us while we update your account.

Will you still be giving out badges and certificates at the centre?

Badges and certificates can be collected from the reception area and the team will inform you when you have passed a badge.

What are my children's class times?

Please select your centre and enquiry type as "My current Swim School enquiry" in the drop down of the contact us forms and a member of staff will get back to you.  Click here to submit your enquiry

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 as quick as we can.