A decision was made to close all our leisure centres on 19 March 2020 until the end of May. The health and wellbeing of our customers and our staff is our main priority. Please be reassured that we will ensure no customers are put at financial detriment e.g. memberships will be frozen automatically, bookings/hires will be credited or amended etc. All customers will be contacted directly and we urge customers not to get in touch directly (see details below).
We apologise for the inconvenience caused by this closure and thank you for bearing with us during this difficult and unprecedented time.
Please check for updates on our website (www.actif.wales), Facebook (Actif Sport and Leisure) and Twitter (@SportCarms) pages and our new app (Search ‘Actif Sport and Leisure’ in your App Store and Google Play). We will be using our app to push out key messages affecting our services during this time. Please make sure that you ‘Allow Notifications’ so that you don’t miss out on any updates from us.
Carmarthenshire County Council updates
As the Coronavirs situation develops, Carmarthenshire County Council will be publishing all new updates, decisions and advice, as well as information about sources of help and support via the newsroom pages.
KEEPING OUR CUSTOMERS AND COLLEAGUES SAFE
(Expand the following titles to find out more)
From 19 March 2020 all our leisure centres will close until the end of May, we will continually update you on this.
We just want to make you all aware that in all communications we’ve made with you up until now, we told you that all accounts will be frozen up until 31 May. However, to make it easier for us to manage the process we’ve extended the freeze period until further notice. Meaning that you won’t need to worry about contacting us before 31 May to ask what is happening with your account.
We will continue to monitor the situation and any advice and guidance we receive from Carmarthenshire County Council and the Government we will make sure to communicate everything with you. For now, be rest assured that you do not need to contact us regarding your account as no direct debit payments will be coming out of your bank.
Thank you all for your patience and understating during this unprecedented time
Swimming Lessons - what happens now?
* Please do not cancel your direct debit directly with the bank.*
We have automatically stopped all monthly direct debits for our 'Learn to Swim' swimming lessons so these will not be collected on the 1 April and 1 May.
We will be processing refunds for 19 March – 31 March in due course, we’ll keep you informed of progress on this.
Your child’s place for lessons will remain unchanged.
Info for Bookees / Hirers / Birthday Party Bookings
Where hirers have not run sessions due to coronavirus we will be able to offer the following;
- If you (hirer) have paid the invoice we can credit your account for the cancelled sessions so you can use for a future booking
- If you (hirer) have not paid the invoice, you can either pay and be credited for future use or have part- cancellation
For birthday parties booked, we can offer to credit you so you can re-book a party at a later date or receive a refund.
A member of staff from our centres will be in contact with hirers affected to discuss options.
What is Actif doing?
We would like to reassure our members that all our monthly direct debit will not be collected until further notice. We will continue to review this situation and extend the freeze period if necessary.
Customers who have paid for memberships or services with us up until end of March will be refunded –these will be processed from 27th April onwards.
Where hirers have not run sessions due to coronavirus we would support the following actions: if hirer has paid invoice we would credit their account for the cancelled session so to use for future bookings; if hirer has not yet paid, they could pay and be credited for future use or have a part-cancellation. A member of staff will be in touch with hirers affected to discuss these options.
We will continue to following advice and guidance from Public Health Wales and Carmarthenshire County Council and keep all our customers and staff updated of when the centres will re-open.
What can members do to help? (guidance from Public Health Wales)
Please refer to these websites which are updated regularly
Carmarthenshire County Council http://newsroom.carmarthenshire.gov.wales/2020/02/coronavirus-covid-19-guidance#.XnCesaj7TIU
Public Health Wales - updated daily at 11am
Got a question for us?
To reduce the level of calls that our centres and head office receive at the moment we have set up an online contact form.
Let us know if you have a question or query and we’ll do our best to get back to you as soon as possible.
We will be posting updates on our website (www.actif.wales), Facebook (Actif Sport and Leisure) and Twitter (@SportCarms) pages and our new app (Search ‘Actif Sport and Leisure’ in your App Store and Google Play).
We will be using our app to push out key messages during this time. Please make sure that you ‘Allow Notifications’ so that you don’t miss out on any essential updates from us.