Changing Or Cancelling Your Booking
If you are a monthly direct debit member and need to make a change you can manage your booking online if the initial booking was made online.
Alternatively you can make changes to your booking by calling our contact centre, or in person at one of our centres.
Leisure Card holders where applicable will need to make any changes via our contact centre or in person at one of our centres.
If We Cancel Your Booking
In the event that we cancel or substitute a class or classes that you have booked, we will contact you by email or telephone where you have provided your details to make you aware. At the time of cancellation we will offer you the following choices:
Booking onto the alternative class at the same time
Being transferred to a class at an alternative date and time
A refund if you made payment via the pay-as-you-go option
Cancelling Your Membership
In the unlikely event you wish to cancel your membership with Trilogy Active, or need to freeze your membership payment for any reason, you must email our Customer Service team on:
The request must come from the account holder.
When contacting us, please include the following details:
Member’s full name
Date of birth
Reason for cancellation
You’ll get an automated reply confirming receipt, and then a follow‑up email once the cancellation has been processed.
(Please don't cancel your direct debit at the bank until we have processed it).
Our Cancellation Policy
|
Monthly Direct Debit Members |
Leisure Card Holders |
Non Members |
|---|---|---|
|
Direct debit members will not incur a charge when cancelling but we ask that you provide 24 hours notice to enable us to sell the space to another customer |
Bookings can be moved up to 8 days in advance (24hrs notice required) No refunds will be issued for cancellations or 'no shows'* |
Bookings are non-refundable and non-transferable* |
*If you are unable to attend due to extenuating circumstances you can contact our customer service team via email.
You will need to provide the Booking Name, Date & Time of Visit and Centre booked along with the reason for your request.
We aim to respond detailing our decision within 10 working days.
Substitute Instructors
We reserve the right to make scheduled changes when necessary. This can include last minute changes to instructors or class disciplines due to unforeseen circumstances. In the instance of discipline changes, we will endeavour to contact you via phone or email where you have provided your details and you reserve the right to cancel your reservation.
All classes are offered by us subject to availability. We do not guarantee availability at any time. The live timetable on our website here will be the most current timetable. We reserve the right to withdraw classes from the timetable at any point.
We will always do our best to find an alternative instructor or offer an alternative class discipline.
Classes are only cancelled as a last resort.
No refund will be offered for the change or removal of any part of an existing service or to those on a monthly direct debit membership as a wide range of other activities are available.