Lockdown 2


November 2nd 2020

Lockdown 2 – Leisure Centres Closed from Thursday 5th November 2020

Following the recent announcement by the government, our centres will be closed from Thursday 5th November. We intend to reopen as soon as we are allowed, subject to the Government’s review prior to 2nd December 2020.

Please read the following:

Monthly Memberships – Platinum, Swim School, Swim Card, Toning Table & U18s

You will note that your November Direct Debit payment has been taken due to the timing of the government announcement. To acknowledge this, we shall not be taking the Direct Debit payments in December. Therefore, our current intention is to recommence the Direct Debits from January 2021 (subject to change). YOU DO NOT NEED TO TAKE ANY ACTION IN RELATION TO YOUR DIRECT DEBIT MANDATE (PLEASE DO NOT CANCEL YOUR DIRECT DEBIT).

Other types of Payments – Annual Platinum, Leisure Card, Swim Card, Sauna / Steam Pass, Swim School, Courses & Bookings

All the above pre-payments will be frozen from Thursday 5th November 2020 and any pre-paid periods, lessons or bookings will be rolled forward once the centres reopen.

For further advice and information please refer to our updated FAQs

https://horizonlc.com/updated-faqs-2-11-20/

The community we serve are very important to us and we hope you will continue to support us during this difficult period. We received some great feedback from our customers and we look forward to seeing you again when we reopen.

We can be contacted via: Info@horizonlc.com and we will do our best to respond in a timely manner. We will have limited resources during the lockdown period so please be patient.

In the meantime, please follow government guidelines – stay safe and well.

Howard Broad

Chief Executive

Horizon Leisure Centres

Updated FAQs – 2nd November 2020.

What do I do if I have a membership with Horizon i.e. Monthly Memberships – Platinum, Swim School, Swim Card, Toning Table & U18s?

DO NOT CANCEL your direct debit subscription with your bank. Unfortunately there was not time to stop the November direct debits. Therefore, Horizon will NOT take the December direct debits. Instead, your next direct debit payment will be January 2021 (subject to change if the Lockdown is extended). Please do not do anything as these adjustments will be done automatically.

What do I do if I have made other payments to Horizon, such as an – Annual Platinum, Leisure Card, Swim Card, Sauna/Steam Pass, Swim School, Courses & Bookings

All the above pre-payments will be frozen/held in credit and any pre-paid periods, lessons or bookings will be rolled forward once the centres reopen.  Again, please DO NOT CANCEL any direct debit subscription with your bank.

I have not been able to use my membership while you have been closed, can I have a refund?

A refund is not applicable because while we were closed, Horizon will ensure your next direct debit payment is adjusted to take into account the closure.

During the lockdown, I cancelled my membership direct debit. However, I still wish to continue with my membership, what do I need to do?

Please contact Harlands our membership administrators to set up a new direct debit. Their contact details are: Telephone: 01444224790. Lines are open 8am – 6pm Mon – Fri and 9am – 12 noon Sat. Contact email: c.service@harlandsgroup.co.uk. Harlands are experiencing unprecedented levels of calls/emails and waiting times are prolonged

How do I cancel my membership?

We really hope you do not cancel your membership and that you continue to support Horizon which is a charity. However, if you wish to proceed with a cancellation you must contact Harlands, our membership administrator, to discuss your cancellation. If you are unsure if your membership is administered by Harlands, or your membership is held directly with Horizon, please contact customer.relations@horizonlc.com

Contact details for Harlands: Telephone: 01444224790. Lines are open 8am-6pm Mon-Fri and 9am-12-noon Saturdays. Contact email:c.service@harlandsgroup.co.uk. Harlands are experiencing unprecedented levels of calls/emails and waiting times are prolonged

I am not confident to return to the facilities due to Covid-19, can I cancel or freeze my membership until I am more confident to return?

Horizon has gone to great lengths to comply with Government and industry guidelines and to ensure our facilities are safe to use e.g. increasing our cleaning regimes and endorsing social distancing. If you are in the “vulnerable” category or you have a valid reason to freeze, please contact Harlands to request a freeze of up to 3 months (Evidence may be required). Unfortunately, if you are not considered eligible to freeze your membership, normal cancellation terms and conditions apply.

Contact details for Harlands: Telephone: 01444224790. Lines are open 8am – 6pm Mon – Fri and 9am – 12 noon Saturdays. Contact email: c.service@harlandsgroup.co.uk. Harlands are experiencing unprecedented levels of calls/emails and waiting times are prolonged

If you are unsure if your membership is administered by Harlands, or your membership is held directly with Horizon, please contact customer.relations@horizonlc.com.

I have paid for an annual membership, but due to Covid19, I do not intend to come back and would like a refund?

As you are officially within a contract, refunds are not usually permissible unless for reasons as described in our terms and conditions i.e. redundancy, pregnancy, ill health and relocation (more than 15 miles from Centres). Horizon also understand that some customers will have experienced a loss of earnings due to the Covid-19 crisis which will be considered as a valid reason. Appropriate evidence will be required and a notice period will apply. Please contact customer.relations@horizonlc.com