Coronavirus - COVID19

Frequently asked questions

Last Updated: 26 Nov 2020

 

The safety and well-being of our members and teams remains our top priority. We have listened to you and below we have listed the answers to some frequently asked questions.

 

Please note: The content of this page is shared across a number of facilities operated by the same operator as Bangor Aurora Aquatics & Leisure Complex. Not all sections will be relevant to Bangor Aurora Aquatics & Leisure Complex customers. 
 
 

Gym and Swim memberships

What do I need to do?
You do not need to do anything. All memberships will be automatically frozen for the period the centre remains closed. Members will not be charged whilst the centre is closed.

How long will my membership be frozen?
All memberships were automatically frozen from Friday 27th November and will remain frozen until the centre is permitted to re-open. You will not be charged whilst the centre is closed.

My direct debit for December is due to be collected, what should I do?
You do not need to do anything; we have cancelled this direct debit payment.

When the lockdown is lifted on the 11th December, will I have to pay my December membership fees?
No, when the lockdown is lifted you will not be required to pay membership fees for the days that we were closed.

Should I cancel my direct debit with my bank?
No, please do not cancel your direct debit with your bank. We will manage your membership for you and will not charge you for days that the centre is closed.

I pay my membership upfront, how will I be compensated?
Customers that have a paid in full membership will not miss out on any days due to this lockdown. Your membership will be extended by adding on the number of days we are closed to the contract end date, e.g. if we are closed for 28 days, you contract end date will be extended by 28 days.

When will my centre re-open?
As soon as we are given the green light to do so, we will do our utmost to get the centre doors back open as soon as possible. For the safety of our staff and members we will need to ensure a thorough deep clean is actioned before allowing anyone to visit, please bear with us whilst this happens.

How will I know that my Leisure Centre is reopening?
When we have a re-opening date confirmed, we will let you know either via email or a letter will be posted out to your home address. For more updates and tips to stay physically and mentally fit through the lockdown, please follow us on Facebook.

My contact details have changed, how do I update them?
If you have moved house or need to change your email address please get in touch. To update any of your contact details, please fill out the contact us form which can be found on our website.

I no longer want to be a member; can I cancel my membership?
We do not want to see you go, please get in touch via the contact us form so we can discuss your options. Please note should you wish to cancel there is a one-month notice period.

Are there any online workout videos that I can do at home?
Did you know we have a fitness ap? Our app has a variety of home workouts, challenges and can help you to track your activity. Our More Fitness App can be downloaded for free to your mobile. Simply search More Fitness in your device app store.

How do I get the More Fitness App?
The More Fitness App can be downloaded for free to your mobile. Simply search More Fitness in your device app store.

Can I access Les Mills on Demand for free?
More Fitness has teamed up with Les Mills On Demand to offer you a free 30-day trial. Visit the More Fitness App for more details.

 

Swimming and Activity Lessons

What do I need to do?
You do not need to do anything. All memberships will be automatically frozen for the period the centre remains closed. Members will not be charged whilst the centre is closed.

When will my child’s lessons start again?
Sadly, all non-elite sports (indoor and outdoor) are unable to go ahead. Unfortunately, we cannot say for certain when we will be able to bring back lessons. We will update you either via email, letter or a phone call from a member of our team.

I pay for my child’s lesson by direct debit, will I still have to pay?
You will not have to pay for lessons cancelled due to the lockdown. When we reopen you will be reimbursed for any lessons that have been paid for and cancelled.

My direct debit for December is due to be collected, what should I do?
You do not need to do anything; we have cancelled this direct debit payment.

Should I cancel my direct debit with my bank?
No, please do not cancel your direct debit with your bank. We will manage your membership for you and will not charge you for days that the centre is closed.

I pay for my child’s lessons by buying blocks of lessons and still have some credits?
If you pay for lessons in blocks, your remaining credits will be frozen and ready to use when lessons resume.

How will I know when my child lessons recommence?
We will update you either via email, letter or a phone call from a member of our team.

How will I know that my Leisure Centre is reopening?
When we have a re-opening date confirmed, we will let you know either via email or a letter will be posted out to your home address. For more updates and tips to stay physically and mentally fit through the lockdown, please follow us on Facebook.

My contact details have changed, how do I update them?
If you have moved house or need to change your email address please get in touch. To update any of your contact details, please fill out the contact us form which can be found on our website.

I no longer want to be a member; can I cancel my membership?
We do not want to see you go, please get in touch via the contact us form so we can discuss your options. Please note should you wish to cancel there is a one-month notice period.

 

Pay as you go sessions

I booked a pay as you go lane swim, gym session or class that is set to take place during the closure period.
As you have a pay as you go booking with us that is set to take place during our temporary closure, we will be crediting your account with the amount you have paid, for you to use this credit with us when we are able to reopen. We hope this will enable you to return to fitness quickly and smoothly when we reopen.