FAQ's

We have created a FAQ section to help you find out everything you need to know about your membership, how to make bookings to COVID related questions, you will find a selection of question and answers to help you below.

COVID / LOCKDOWN CLOSURE

When will you be re-opening?

We will be re-opening our leisure centres on Monday 9 November.  Opening times and our gym, fitness class and pool programme will remain the same after the firebreak as it was prior to the closure on 23 October.

We will keep you updated with any programme changes or opening times via our app, website, social media and direct e-newsletter.

What is happening with my membership / direct debit while you are closed?

If you have reactivated your membership or joined as a new member over the last few weeks we will make sure that your membership is frozen until 9 November.  Which means that we will NOT be taking any payment from you on the 1st of November.  Instead we will be crediting the days you’ve lost at the end of October by adding them your account from 9 November (when we reopen).  The remaining days in November we will be keeping in touch with you on how we will take this payment from you.

What if I have booked for an activity that falls in the two-week lockdown?

Gym / Fitness class / Swim booking – all bookings have been taken off the system, however if you had booked an activity that falls within the two-week lockdown the leisure centres will be contacting you to make you aware that the booking is cancelled.  If you booked the activity on a pay as you go basis you will need to request a refund by emailing our membership team on actif@carmarthenshire.gov.uk, please be aware there could be up to 10 day turnaround before you receive your refund.

We are a club who has booked (invoiced) and paid already for an outdoor sports facility?

Don’t worry, we will be contacting all clubs that have booked  during the two week lockdown and and rearranging the cancelled booking.

What if I am already a frozen member, do I need to do anything during the two-week lockdown?

If you have been a frozen member since March, there is nothing you need to do.  We will keep your account frozen.

Can I still access Actif Anywhere, your Online live streaming platform during the closure?

Yes, the Actif Anywhere platform will be running as normal and you will be able to access daily live-streamed classes straight to your front room.  Your health and wellbeing is extremely important to us so we wanted to make sure that you still have access to resources that can help you stay active during this short 2-week lockdown. 

Those of you who have reactivated your Actif membership with us or joined as a new member over the last few weeks, you will have FREE access to Actif Anywhere until 31 December.  All you need is your email address and password to access – click here to access the classes now

If you are still a frozen member or you are interested in taking out an Actif Anywhere online only membership, click here to JOIN (select your nearest centre > sign up for a membership > Online Direct Debits > Actif Anywhere)

Keeping you safe in our leisure centres

What changes have been made in the centres to keep me safe?

We have developed new procedures, safety measures, risk assessments and training. So you can be sure that you are in the best hands and that we will protect you and our team at these times.  We are following guidelines from Welsh Government and industry experts such as UK Active and Public Health Wales.

These include:

  • All activities need to be pre-booked in advance
  • Reduced our capacity number in each activity area (gym, fitness classes and swimming pool)
  • In some centres, we've re-located gym equipment / set up new workout pods to ensure safe distancing.
  • Enhanced cleaning regimes in between each session and at the end of the day.
  • Social distancing / new directional signage to help you get from one activity area to the other safely.

To find all our guidelines, click here so that you can familiarise yourself with these before you arrive.

Click here to see on of our welcome back videos

We also ask that before visiting our centres,  if you are feeling unwell or showing COVID19 symptoms that you stay at home and follow NHS guidance - let's keep ourselves and others safe.

Do I need to wear a face covering in centre

It is mandatory to wear face coverings in all our Actif leisure centres.

You will need to wear a face-covering when…

  • Entering our Leisure centres and while inside the centres.  Depending on what you are doing within the centre you may be expected to leave it on.
  • Preparing to exercise, changing, undertaking any activity that isn’t strenuous, or on leaving the leisure centre, especially when in close contact with others.

Please make sure that the face-covering covers your nose and mouth at all times

You will not be expected to wear a face-covering whilst exercising e.g.

  • Whilst swimming
  • Whilst taking part in a fitness class
  • When attending a gym session.  In the gym, we will not be asking customers to wear face coverings during exercise, and it will not be compulsory to wear face coverings to get from one station/piece of equipment to the next.

There will be certain situations and activities where staff will not be required to wear a face-covering for overriding safety and practicality reasons e.g. whilst lifeguarding.

We continue to ask staff and customers to adhere to the social distancing guidelines when visiting/working in our centres.

What should I do when I arrive at a centre?

We have made improvements to our check in process to make it as quick and easy for you. 

We'll be issuing customers who do not have an RFID button with a new one.  This button is linked to your membership, and will allow you to check in in seconds - don't worry if you don't have one we'll sort you out on your first visit. 

Once checked in, please follow the instructions given by our staff who will direct you to your activity.

As a member, customer or visitor, what can I do when Leisure centres re-open to help reduce infection when I visit?

Please wash your hands, use our sanitiser stations and where relevant wipe down your kit after use with the sanitisers provided.

Ensure you follow the signs / advice and maintain social distancing.  If you are unwell please do not visit us and wait until you are fully recovered.

Membership

I am currently frozen, how do I restart my membership?

During the two-week ‘firebreak’ lockdown we have removed the ability for you to restart / join as a new member.  We will be switching this back on from Monday 9 November.

To restart / Join as a new member follow the steps below to re-join with us;

  • Click JOIN 
  • Select Site from the drop-down list (please select your preferred centre, even if you are using another of our centres for the time being)
  • Select Sign up for a membership
  • Select Online Direct Debits
  • Select your chosen membership from the list
  • As you are already a member you won't need to add your details, just tick Yes, I have a Member ID and PIN and enter your details.
  • Continue adding in your details and confirm payment details.
  • Once you've completed these steps you will now receive a confirmation email from us.  You will now be able to make bookings and access Actif Anywhere platform too.

As a reactivated / new member you will receive FREE access to Actif Anywhere (Online live streaming platform).  You will be able to access it here

I do not wish to restart my membership, what are my options?

If you do not wish to restart your membership, that's ok we will keep all memberships frozen unless you tell us that you wish to restart your membership.  You can rest assured that no payments will be taken while your account is frozen. 

As a frozen member you can still access our leisure centres and book into an activity on a Pay as you Go basis.  As a frozen member you will be entitled to 10% reduction off classes, workout pod bookings, indoor classes and swim sessions, for example

Gym session / Workout pod / Fitness class
Normal non-member rate is £6 but you’d pay £5.40

Adult Swim session
Normal non-member rate is £4.90 but you’d pay £4.40

I cancelled my direct debit, but now want to return to the centre, what do I do?

We are really happy should you choose to re-join with us.

During this two-week lockdown we have stopped customers from being able to Join as new members / reactivate their membership. However, we will be able to get this reactivated after the two-week lock down.  Keep an eye on our website by clicking on JOIN.

Here are the steps you will need to follow when the system is back up and running

  • Click JOIN 
  • Select Site from the drop-down list (please select your preferred centre, even if you are using another of our centres for the time being)
  • Select Sign up for a membership
  • Select Online Direct Debits
  • Select your chosen membership from the list
  • As you are already a member you won't need to add your details, just tick Yes, I have a Member ID and PIN and enter your details.
  • Continue adding in your details and confirm payment details.
  • Once you've completed these steps you will now receive a confirmation email from us.  You will now be able to make bookings and access Actif Anywhere platform too.

As a reactivated / new member, you will receive FREE access to Actif Anywhere (Online live streaming platform).  You will be able to access it here

Can I Freeze or Cancel my membership if I need to?

With all our Direct Debit memberships you are never tied into a lengthy contract meaning you can freeze/cancel anytime.

The great thing about freezing your membership is that you can restart it when you are ready to do so, plus you won’t be charged for freezing / reactivating your account.

Are you sure you want to leave us? Before you do consider cancelling, is there anything that we can to do help you?  We don’t like to see our members cancel their membership but if you still wish to cancel then you can do so by cancelling your direct debit directly via the bank.  We do ask that you send us an email to let us know that you are going to cancel / that you have cancelled your direct debit.  That way we can update our records.  Please email Actif@carmarthenshire.gov.uk with your name, membership ID and we’d love to know the reason you are cancelling (if you don’t mind sharing).

Bookings

How do I book an activity?

The easiest way to make a booking is by using our app, search Actif Sport and Leisure in your app store.

Otherwise, you can also make bookings by clicking on BOOK on our website ACTIF.WALES 

On the app you will be prompted to put in your Member ID and Password or if on the website you will need to enter your email address and password.

Can I use Actif Leisure Centres if I’m not a member?

Yes, you first need to register as a Pay as you Go customer.  To do this you will need to go to JOIN and select the pay as you go option.  Once you’ve entered your details and completed the join process you will receive a confirmation email from us.  The confirmation email will include your member ID and Password which you will need when making bookings on the app / website.

I can’t remember my password

You can reset your password by clicking on Forgotten password below. Enter the email address that you used when setting up the account.

Forgotten Password

How do I find my Member ID?

When you joined you will have received a confirmation email from us, within the confirmation email was your Member ID and PIN. 

If you can’t find the email you can email us at actif@carmarthenshire.gov.uk, a member of the team will then send your Member ID across.

How far in advance can I book activities on the app / website?

Members can pre-book sessions 5 days in advance. 

Pay as you Go members can book sessions 48 hours in advance.

I’ve forgotten which activities I’ve booked

Using the app

Open up our app and select the ‘My Bookings’ to view your upcoming activities.

Using a laptop / tablet

If using a laptop/tablet, visit our website and click on BOOK, you can then select ‘Manage Bookings’

How do I cancel an activity?

Using the app

The easiest way is by using the app.  Simply click on ‘My Bookings’, select the activity you wish to cancel then click cancel.

Using laptop / tablet

Click on BOOK, then select ‘Manage Bookings’, click on the activity you wish to cancel.

Lockers and changing facilities 

Are the lockers / changing rooms available?

Customers going swimming

Changing rooms will only be available for swimmers only.  We ask that customers arrive with swimwear underneath clothes and you will need to shower at home after your swim.  Changing cubicles will be allocated and can be used to get changed after your swim. 

Lockers will be unavailable, so please limit your personal belongings.

Customers going to the gym

Please do not bring large bags with you to the gym, limit your belongings as much as possible. The use of personal towels will also not be allowed. 

The changing rooms and lockers will not be available for customers going to the gym.

Will toilets be available?

Yes, but these will be limited and where possible we encourage customers to go the toilet prior to attending.

Gym / Workout pods

What do i need to know before attending the gym?

Please do not arrive more than 5 minutes before the start of your session.  

Please wear your face covering on entry into the gym.  Whilst exercising you can remove your face covering and when moving from one station to the next.  If you need to walk through the gym to get to a different area e.g. dance studio/workout pod, please leave your face covering on until you have reached your workout area.

Entry

  • Please wash or sanitise your hands before, during and after visiting the fitness suite.
  • Always follow staff instruction and advice during your session and whilst in the centre
  • Respect social distancing at all times, keep 2m distance between you and other people
  • Limit your belongings as the lockers will be unavailable

During your workout

  • Only customers booked into a gym session (plus instructors) will be allowed access
  • Please follow the one-way systems marked out in the fitness suite and centre
  • You will need to complete your workout and be out of the building within one hour
  • Please wipe down the equipment before and after use using the sanitiser provided
  • Do not use areas or equipment clearly marked for cleaning
  • Please stay within your allocated zone or area 
  • No sharing of equipment or ‘spotting’ in the weights area
  • Do not use kit equipment that is marked for cleaning
  • If you must leave before the session ends, follow social distancing rules
  • Do not bring personal towels with you
  • Please bring a pre-filled bottle of water as the water fountains and vending machines will be unavailable. 
  • you must not go from the gym to workout pod/exercise class/swimming pool or vice versa during your visit. You need to book each activity separately. 

After your gym session, please leave the building immediately following the directional signage in place and maintaining social distancing.

What is a workout pod?

Workout pods are dedicated workout areas that feature one piece of cardiovascular equipment e.g. rower/bike along with a selection of weights.  Instructors will be on hand to provide you with different weights if needed.

The workout pods are 1-hour booking slots and must be pre-booked in advance.

If you book a workout pod you must stay within your pod for the duration of your session, you will not be able to use both the workout pod and gym during your visit, it's one or the other.

Will the free weights areas be available?

Yes, the free weights areas are available. Please read the extra signage around the free weights area which will tell you how many people can use the area at any one time. 

Swimming Pool

What do i need to know before attending the swimming pool

Please do not arrive more than 5 minutes before the start of your session.  

Please wear your face covering on entry to the swimming area, after which you will be able to remove.

We ask that you arrive 'Pool Ready'

You will need to complete your workout and be out of the building within one hour

Entry / changing rooms

  • Please wash/sanitise your hands before entering the swimming pool changing areas
  • Always follow staff instruction and advice during your session and whilst in the centre
  • If you need to assist a family member within the changing room, please ask a member of staff for guidance
  • Wipe down or sanitise your equipment before entering the changing area. Swimmers may bring goggles, swim hat, nose clip, kickboard and pull-buoy only.
  • Please adhere to social distancing rules
  • Follow the one-way system around the centre

In the swimming pool

  • Only booked customers permitted entry to each session
  • Swimmers must remain inside their lane whilst swimming and not overtake.
  • Respect other lane swimmers, there may be mixed abilities 
  • If you must leave before the end of the session, please do so following social distancing rules and the one-way system.
  • If you need to stop at any time, make sure that you turn your back to other swimmers.
  • If you need assistance, raise your hand for the Lifeguards attention
  • No sharing of equipment
  • Please bring your own pre-filled bottle of water 

Leaving pool / Getting changed 

  • Only use changing spaces as instructed on arrival, you will be given a dedicated cubicle number, please keep to this.  Do not use changing spaces marked for cleaning
  • Showers will not be available 

 

Can I use swimming aids / equipment?

You can bring your own swimming aids/equipment from home.  Try and limit the pieces of equipment that you bring.

Will the disability hoists be available?

Yes, the pool hoists will be available for customers who require them