FAQ

Any questions??....For general enquiries, have a look at our Frequently Asked Questions below. If the answer isn`t there, just drop us an email at the bottom of the home screen!.....

 

How do I join?

Walk in to any of our Go Active Centres

What do I need to join?

You will need to bring your bank account number and sort code, payment for the pro rata & relevant ID if joining the Bronze concessionary category.

The bank account holder has to be present to authorise the direct debit.

Can I join online?           

Not yet but watch this space, it’s coming soon

Will I be tied in to a contract?

Not if you pay by Direct Debit, you can cancel whenever you choose.

How do I cancel?

If paying by Direct debit, contact your bank to cancel the Instruction.

If paying by Salary Deduction, contact the Go Active Membership Office before 12th of the month.

Memberships paid upfront for 3/6/12 months cannot be cancelled – No refunds are given

Do I need to notify Go Active before I cancel?

Out of courtesy you can email goactivesales@sthelens.gov.uk,  telephone or notify reception of your intention to cancel. This notification may not be in time to prevent the next payment being collected depending on the time of the month.

Is there a cancellation fee?

No, however if your account has previous outstanding payments, they will stay there until they have been paid.

On entry to the facility, these payments will be asked for even if you are still a paying member or whether you pay per session.

If a cancelled customer returns in the future to join, they should be aware that Membership prices may have increased.

When will my payment be taken from the bank?

All payment collections are done on 1st of each month or the next working day if a Bank Holiday. No payments will be collected before 1st.

Monies should be in the members bank account prior to the 1st to ensure payment can be collected.

Do I need my Membership card to attend?

Yes, you will be asked for your Membership Access card on each visit. Failure to bring your card will result in being charged for the activity or refused entry (as stated in the T&C`s of your membership.)

What if I have lost my card?

You can buy a new card at reception or present a current St Helen’s Library card that is compatible with the Leisure systems.

What is a Peak Membership?

Peak times allow access from Centre opening until Centre close. There are timetables in place for swimming and exercise classes that should still be adhered to.

What is an Off Peak Membership?

Off Peak times allow access from Centre Opening until 5pm (Last entry 4.30pm)

Do you do Family Memberships?

Unfortunately all our Memberships are for individual use, but we do have activities for families that can be paid per session.