FUSION COVID LOCKDOWN 2 FAQS

Brockwell Lido operators Fusion have prepared some FAQs for members

LIDO CLOSURE

Following the announcement by the Government, the lido will be temporarily closed from Thursday 5th November until further notice. At present, the lido is planned to reopen in early December, when the government ends lockdown.

During the last lockdown we were so grateful for the support from those who continued to pay their freeze fee each month, during this lockdown we will NOT be asking for that level of support again. With that in mind, we ask that you please do not cancel your payments with the bank, there is nothing you need to do - we will take care of this for you.

We wish to take this opportunity to thank you all for your support over the past few months.  

Almost all staff will be going on furlough and therefore there will be nobody manning the phone at the lido and response times to emails will be slower.

I HAVE JUST PAID FOR NOVEMBER VIA DD, WHAT WILL HAPPEN WITH THAT MONEY?

If your direct debit usually comes out on the 1st of the month, the bank would have already processed this payment. Unfortunately it is too late for this payment to be stopped so you will be billed as normal for November. However to ensure you are not out of pocket, we will not take payment from you in December. Your direct debit will then resume as normal from January.

MY DD IS DUE ON THE 15TH NOVEMBER, WHAT DO I NEED TO DO?

If your direct debit usually comes out on the 15th of the month, we will ensure that your November payment is frozen. Your direct debit will then resume as normal from December.

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 5TH NOV ONWARDS. WHAT WILL HAPPEN TO MY PAYMENT?

All pre-paid casual bookings will be 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 CAN’T USE – WHAT CAN YOU OFFER?

You will be able to use your last month when the site reopens. If you send an email to us, we 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 info@fusion-lifestyle.com with your member ID, full name and email address, stating that you would like to ‘opt in’ to receive emails from us. Once we have this, we will set this up for you and confirm via email once it is done.

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.

 
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