FAQ's

Following the Governments' guidelines we are constantly reviewing our policies and procedures.

Our priority continues to be providing our customers with a safe environment in terms of hygiene and respecting space whilst supporting their exercise journey. Your safety is the most important thing to us.

Update on COVID (as of 27th January 2022):

Am I  required to wear a mask in the centre?

Face coverings are no longer required, however should you feel more comfortable, you are welcome to continue to wear one.

What safety measures are in place?

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.  Hand sanitiser stations are in place. We continue to ask that you wipe equipment down before and after use with the provided sanitising materials.

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 at reception, we just wouldn't be able to guarantee the space. All payments are by card only.

Are saunas and steam rooms in use? 

Yes, saunas and steam rooms are open. Please speak to a member of staff at your centre for more details. 

What if I have symptoms of Covid?

Please do not visit the centre if you have any symptoms of Covid.

Memberships:

Are there any membership restrictions in place?

 All memberships have returned to their original T&C's, with no further restrictions on number of visits per day

Are there age restrictions in place?

Fusion offer products and services that are subject to age restrictions, to ensure the best experience when using the facilities customer may be asked to provide proof of age. The following are examples of accepted proof of age documents, passport, photo student ID, Proof of age card, driving licence.

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:

How do swimming instructors deliver the lessons?

Swimming instructors teach all lessons from poolside. Swimming aids are 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.

Do Swimming Instructors update assessments?

Our instructors 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.

Do you give 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.