Member FAQ's

What is changing with the booking and cancellation policy? 

From 2nd January, we are updating our policy to make the booking system fairer and to help more customers access sessions: 

• The cancellation window is increasing from 2 hours to 6 hours 
• The Late Cancellation / No-Show fee is increasing from £2.50 to £4.00 
• A new Backfill Rule means you won’t be charged if another customer takes your space after you cancel 

These changes will apply to all sessions included in your membership. 

Why are these changes being made? 

We want to improve access to popular sessions and reduce the number of classes that appear “full” but take place with empty spaces. The current cancellation time (inside 2 hours) doesn’t give other customers enough time to book and attend. 

The updated rules encourage earlier cancellations and make the system fairer for everyone. 

 
What is the new 6-hour cancellation window? 

You now need to cancel at least 6 hours before the start of your booked activity to avoid the £4 Late Cancellation fee. This gives more customers the chance to take your place if you can no longer make it. 

What happens if I cancel less than 6 hours before the session? 

If you cancel inside the 6-hour window, a £4 Late Cancellation Charge will be applied to your account unless another customer books and attends your space. The system will check this automatically after the session. 

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.

What is the No-Show fee? 

If you do not attend a booked session and do not cancel, a £4 No-Show fee will be charged. 

Please make sure you always scan in when you arrive. 

How do I pay a Late Cancellation or No-Show fee? 

Fees can be paid easily: 

• Online via your Member Area 
• Through the Places Leisure App 

Your ability to book future sessions may be temporarily paused until the fee is paid. 

 What if the class isn’t full when I cancel? 

The system will still check whether another customer books your space before the session starts. If someone else books it, your fee will be removed. 

 Why has the fee increased to £4? 

The previous £2.50 fee did not change behaviour and resulted in many customers not turning up for previously “full” sessions. £4 is a fair charge used to encourage earlier cancellations and improve class access for everyone. 

 How can I avoid a Late Cancellation fee? 

• Always cancel at least 6 hours before your session 
• Use the app or Member Area for the quickest experience 
• Make sure you scan in every time you attend 

What if I can’t attend due to illness, traffic, or unexpected circumstances? 

We understand unexpected things happen. In these cases, please contact a member of the team at your centre, we will review each situation individually. 

 Will these changes improve booking availability? 

Yes, this is one of the main reasons for the update. Earlier cancellations mean more spaces become available, and the new backfill logic means fewer empty spots in “full” sessions. 

 When do these changes start? 

The new rules will take effect from 2nd January 2026.