Member, customer and user update on Covid-19
Information for Sport & Exercise service users in relation to the Coronavirus (Covid-19) outbreak.
Update Thursday 16 July 2020
Due to the fast and ever-changing landscape and following the recent government and public health guidance surrounding the measures being put in place to contain the spread of Covid-19 all user activity at Sport & Exercise facilities is suspended until further notice.
We know that suspending activity will have a dramatic impact on our members and have not made this decision lightly.
Please read through the comprehensive frequently asked question section below for any queries you may have.
All our user activity will remain suspended until further notice. We will continue to update and follow the latest guidance from government and public health authorities and will take instruction from the University on when to reopen.
If you do need to get in contact please email firstname.lastname@example.org. However please be advised that due to our current remote working arrangements and the large number of enquiries we are receiving it may take us longer to reply.
We have compiled a list of the most frequently asked questions and are updating this information on a regular basis so encourage you to read through this first.
Thank you for your patience and continued support.
- We encourage members to keep physically active, whilst following government advice on social distancing.
- We have launched a new area on the website for advice and guidance on how to keep active HERE
- We are also sharing regular updates on personal health and wellbeing through our social media channels.
University of Edinburgh students / visiting students studying at Edinburgh
The form closed on 12 July 2020 and we aim to process all refunds around Friday 31 July 2020. Thank you for your patience and understanding.
To ensure a fair and consistent approach to student refunds we are unable to process individual refunds. The form closed on 12 July 2020 and we aim to process all refunds around Friday 31 July 2020. Thank you for your patience and understanding.
We recognise that there was a level of uncertainty and unease in the days before our enforced suspension on Wednesday 18 March so we have calculated the refund values from Monday 9 March. Accordingly, we will be calculating refunds from that point in time based on the membership package held and when it was purchased, as shown below:
|Membership Type||Refund Value|
|Full Gym, Class, Swim purchased during Semester 1||£60.00|
|Full Gym, Class, Swim, Climb purchased during Semester 1||£84.00|
|Full Gym, Class, Swim purchased during Semester 2||£75.00|
|Full Gym, Class, Swim, Climb purchased during Semester 2||£101.00|
|Semester 2 Gym, Class, Swim||£41.00|
|Semester 2 Gym, Class, Swim, Climb||£61.00|
Yes, you will be emailed a BACS Remittance advice notice when payments have been processed.
The deadline has now passed and the opportunity to access a refund has now closed. Throughout the refund process, we actively communicated how to access a refund by email, through all of our social media channels, as well as other University associates sharing the information on their platforms. We did this on numerous occasions to ensure our members were aware of the process and are pleased to see such a high volume of requests. We are sorry you did not request a refund however in line with our policy it is no longer possible to process a refund. Thank you for your understanding during these challenging times.
Non-University of Edinburgh students
Unfortunately, as we do not hold your bank details on our system and are unable to collect these details in a secure and authenticated manner, we are unable to process your refund at present. We will communicate further details once we have access to the Sports Centre. By then we will be in a better position to advise on how and when we can process your refund. This will be a similar process to the UoE student refunds where you will be allocated a timeframe in which to request a refund. Thank you for your continued patience.
Non-student gym memberships
Thank you for your patience during this unprecedented period of uncertainty. We have been working hard behind the scenes to find the most effective solution to ensure that no member misses out due to our suspension of user activity in line with Government measures to contain the spread of Covid-19.
Non-student members who have an active Direct Debit membership.
The next DD payment that we were scheduled to collect was on 1 April 2020. This payment, and any further payments, will not be collected until we reopen. Your membership expiry date will be amended and any lost time (calculated from Monday 9 March) will be added. No action is required from you.
Any members who are in their first year of a DD membership (and therefore paid a 3-month deposit covering month 1, 11 and 12 of their membership) and paid their final instalment in January, February or March will have their membership extended when we reopen to cover any lost time (calculated from Monday 9 March) will be added. No action is required from you and you do not need to cancel your Direct Debit mandate.
Non-student members who have paid upfront for their membership.
We will freeze all memberships and members will receive the equivalent time they have lost when we reopen. We will calculate this time lost from Monday 9 March. Your membership expiry date will be amended and no action is required from you.
Events, bookings and activity
FASIC is currently closed for face-to-face consultations however we continue to be available for physiotherapy and medical support and are now offering telephone or video consultations, following a free triage/screening appointment.
Participants already booked for courses will be contacted directly by a member of the team.
We are currently receiving a large number of enquiries and will endeavour to get back to everyone as soon as possible.
More advice and support is available on the University website