Cancelling your Direct Debit Membership

We’re sorry to hear that you want to leave us. We do value all customer feedback. If you have any concerns about our centres or would like to understand how you can get more from your membership, please email info@horizonlc.com and a member of our Customer Relations team will be happy to help you.

You can also submit customer feedback using this form. All input is duly considered, and it is genuinely appreciated as we continue to refine our offering to the community. Thank you.

How do I cancel my Direct Debit Membership?

We understand that your circumstances can change during the course of a Membership contract. Xplor Technologies manages the Memberships Direct Debits for anyone over 18. To cancel your membership, you will need to contact Xplor Technologies.

A membership can be cancelled during your contract for the following reasons:

• Relocation – if your new address is more than 15 miles away from the facility, Harlands request to see a utility bill or bank statement showing the new address.
• Long-term (over 3 months) illness, injury or medical condition – Harlands request to see a medical note.
• Redundancy – Harlands request to see proof of redundancy from your employer or evidence of other loss of livelihood.
• Pregnancy – please supply Harlands with a copy of your maternity certificate.
• Breach of contract – if Horizon Leisure Centres fails to provide facilities or services you may reasonably expect, and we have fallen below that standard.

You must give no less than one full calendar month’s notice to Xplor Technologies, and you should do this via email.

Calendar month means from 1st day of that month. This means for example, if you were to give your notice on 18th November, your full calendar month will run from December and your membership would be cancelled on 31st December. You can continue to use all facilities until the last day of your membership.

When emailing Xplor Technologies please provide the following details:

• Full Name (used at the time of sign up)
• Your home address and postcode
• Date of Birth

How do I contact Xplor Technologies?

Xplor Technologies phone lines are open 9am – 5pm Monday – Friday (excluding bank holidays). You can email them at any time.

 HorizonLeisure@servicetsg.com

01444 224790

If you are under the age of 18 / were under 18 when you signed up

If you are under 18, or you were under 18 when you signed up for your Platinum Membership or Swim Card Direct Debit, to update account details, freeze or cancel please email membership@horizonlc.com stating you have an under 18 Membership at the top of the email and your request will be dealt with by our Customer Relations team.

You can request for to fill out a form to change your account details, freeze or cancel at either Havant or Waterlooville reception. Please state you are under 18 to the receptionist.

Cancelling your annual membership

As we offer a heavily discounted Annual Membership for customers wanting to commit for 12 months, this membership cannot be cancelled once purchased.

Money-back guarantee when you sign up online

A 14-day money back guarantee is offered to new members who sign up online. All monies paid in respect of the membership will be refunded in full should you for any reason wish to terminate this agreement within 14 days of joining. We reserve the right to retain any administration fee.

Can I freeze my membership?

Your membership contract may be frozen in the event of a temporary illness, injury or medical condition by providing a medical note to info@horizonlc.com.

Please be aware that any freeze will not be come into effect until the appropriate proof is provided and received (in writing or via email) by Horizon. Please also be aware that a freeze period does not affect the minimum number of direct debit payments you are to make and any payment remaining at the time of the freeze will remain on your account.