Update March 2025
Non-Attendance & Late Cancellation Policy
The following updated policy has been adopted for all leisure facilities managed by Pembrokeshire Leisure.
This policy will cover all individual activities, sessions, classes & facility hire that are pre-booked.
Relevant Terms:
- Registered User: A registered user is a person/group whose details are held on our customer database (these details must include name, address, telephone number and date of birth, as a minimum).
- Guest User: Participating user whose details are not held on our database – in some cases we may hold their email address only, depending on their method of booking
- Member: A registered user, who has a current subscription to one of our memberships
- Non-Member: Any individual who does not subscribe to one of our memberships
- Start Time: the advertised start time of a class or activity shown on the most recent version of our timetables
- Non-Attendance Charge / Late Cancellation Charge: the penalty charge levied against an individual, this will be equal to the current advertised peak rate for that session, class, or activity.
Conditions for Making a Reservation
- A qualifying individual has the ability to pre-book an activity, session or class, a maximum of 7 days prior to that activity, session or class start time.
- Registered users may reserve a maximum of one extra space via the phone or in person per activity on behalf of another registered user – this doesn’t apply to ‘family’ or ‘group’ sessions
- Without exception, individuals must pay all applicable fees at the point of making a booking
- Once booked, the individual has reserved their place for that activity, session, or class.
Late Cancellations for Group Exercise Classes.
- All customers have up to 24 hours prior to the start time of a class to cancel their reservation without penalty.
- A non-member who cancels a class within 24 hours prior to the start time will not be eligible for a refund or transfer.
- Within 24 hours prior to the start time of the class, Members may cancel a session without penalty on up to 3 occasions within a rolling 30-day period. On exceeding 3 instances, a late cancellation charge will be levied for any further cancellation within this period, until the 30-day rolling period has expired.
- All individuals who have acquired a late cancellation charge will not be permitted to pre-book or undertake any activity, session, or class until they have cleared their debt.
Late Cancellations for 1:1 Swimming Lessons.
- An individual has up to 24 hours prior to the start time of a lesson to cancel their reservation without penalty.
- Any cancellation, with less than 24 hours' notice will not be considered for refund or transfer.
Non-Attendance
- This section of the policy applies to all reservations for activities, sessions, and classes, including Fitness Suite and Swimming sessions.
- If a member fails to attend a pre booked activity, session, or class and gives no prior notice (please refer to late cancellations) a non-attendance charge will be raised.
- This charge is currently set at £6.80
- Members who have acquired a non-attendance charge will not be permitted to pre-book or undertake any activity, session, or class until they have cleared their debt.
- Any non-member who fails to attend a pre-booked activity, session, or class and gives no prior notice (please refer to late cancellations) will not be eligible for transfer or refund.