Booking FAQs

How do I make a booking?  

The easiest and most efficient way of booking is via our Places Leisure App or website. Alternatively, you can book in person at your Centre or over the phone.

To make a booking an account is required. If you do not already have one it is free to set this up at the time of making your booking.

How do I reset/set my password?    

You can reset your password using the ‘Forgotten Password’ link on the login screen of our website or app. A reset email will be sent to the email address registered to your account. Follow the link provided to create a new password, and then log in as usual using your email and new password. Please be aware that to access the app your new password must contain a mix of uppercase, lowercase, numbers and special characters.

Do I have to be a member to make a booking?  

No, we have pay-as-you-go accounts so people can use the centres on a casual basis. The easiest and most efficient way of booking is via our Places Leisure App or website. Alternatively, you can book in person at your centre or over the phone. 

Can I book classes and activities online?

Yes, the easiest and most efficient way of booking is via our Places Leisure App or alternatively through our website. 

I’m not a member can I still book a session?  

Yes, the easiest and most efficient way of booking is via our Places Leisure App or alternatively through our website. You can create a free account at the time of your booking if you do not already have one.

Do I need to bring proof of my booking to attend my activity?

You will need to scan your QR code to check in for your activity or to gain access through our barriers (this can vary by centre). You will find this in the app by clicking the Membership Card tile when logged in to your account. If you do not have the app you can show your email confirmation to the front desk team.

Can I cancel activities and classes?  

For members, we offer a 6 hour cancellation window for activities to be cancelled for free. If it is within 6 hours then a £4.00 charge will be added to the account. Rest assured that if you cancel within the 6-hour window and somebody else takes your place, members won’t be charged a cancellation fee.

For pay as you go customers all bookings are non refundable and non transferrable.

What happens if I can no longer make my booked session?    

For members, we offer a 6 hour cancellation window for activities to be cancelled for free. If it is within 6 hours then a £4.00 charge will be added to the account. Rest assured that if you cancel within the 6-hour window and somebody else takes your place, members won’t be charged a cancellation fee.

For pay as you go customers all bookings are non refundable and non transferrable.

What happens if I fail to cancel or fail to attend my booked activity?  

Members would incur a £4.00 non-attendance penalty. A non-member would lose the cost of the session they have booked.

What is the Backfill Rule?  

If someone else takes your cancelled space, you won’t be charged. 

Example: 

• You cancel at 5pm for a 7pm class (inside 6 hours).
• Another customer books your space.
• Your fee is automatically removed.
• This ensures you only pay when your cancellation results in an unused space.
  
  

Can I book a session at another centre?  

Yes, you can change centres on the app by clicking the 3 lines on the top left hand corner of the home page and then "My Clubs". If you are a member you will need to pay for sessions at centres not included in your membership. Please check with your centre team if you are unsure.

Can I attend without having a booking?    

Walk-in bookings may be available, but we strongly recommend booking in advance online or via the app to avoid disappointment. The easiest and most efficient way of booking is via our Places Leisure app or website. Alternatively, you can book in person at your centre or over the phone. 

How far in advance can I book my fitness class/court or activity?

If you have a monthly or annual membership with us, you can book up to 15 days in advance at the time of the session. If you're a pay-as-you-go customer that has an account with us, you can book up to 8 days in advance at the time of the session.

How can I view a leisure centre's swim, class or activity timetable?  

Timetables are available in the app under ‘Make a Booking’, or by scrolling to the bottom of your chosen centre’s page on our website.

Why am I being asked to pay for my activity? 

If you’re a member and being prompted for payment, there may be an issue with your membership payment or a charge not covered by your membership type.

Please contact your centre for assistance or get in touch with our Customer Service team at enquiries@pfpleisure.org

Can I join a waiting list if there are no available spaces?    

Yes, you can add yourself to the waiting list allowing you to receive an alert when a space becomes available. All customers on the waiting list will be notified at the same time, and spaces are allocated on a first-come, first-served basis.

Why am I being removed from a waiting list?  

On occasion we may need to cancel or amend a session. In this instance those on the waiting list will be removed.

How do all players access the centre if only 1 person can book the court?    

The "1 person" court booking means that you are booking one court, all court bookings allow up to 4 players 

What age classes as a junior?  

 A junior is children aged 3-15 years old. Children under the age of 3 swim for free in our centres.