Sydney Lockdown FAQ's

Frequently asked questions

Updated 7 July, 2021

Why are you closed?

We’ve taken precautionary measures following the recent increase in Covid-19 cases across Sydney.

In line with the stay-at-home order announced by NSW Health, all City of Sydney pools and fitness centres will be closed from 5pm, 25 June, 2021 until 12:01am, 17 July, 2021.

The health and safety of our customers, our colleagues and our community remain our highest priority.

When will you reopen?

We will continue to follow NSW State Government directive and NSW Health Public Health Orders.

When available, we will update our members and customers on our plans for re-opening via our websites, social media pages and e-mail.

Has there been an outbreak in your centres?

No. We have not received any information to indicate that any individual who has tested positive for COVID-19 has attended our centres.

I am a current member. Will I be charged during the period of closure?

No. An immediate Payment Stop has been actioned across all direct debit memberships during this period of closure. There is no action required from customers.

I have a credit on my account. Will it be impacted during closure?

No. A Payment Stop on all direct debit memberships ensures there is no impact to existing credits.

I am a current member. Will I be credited for advance payments?

We will be reviewing all cases of customers who feel they are eligible for a credit/refund on their membership or learn to swim lessons.

Should the closure period fall within the billing cycle and payment has been successfully debited: Where possible, these cases will be resolved during the next direct debit run after reopening (credit preferred option over refund).

Should the closure period commence directly on the customer’s billing date (Friday June 25th) and payment has been successfully debited: Payments will be automatically refunded to the customer’s account.

I have an Upfront Membership / Multi Visit Pass. Will the expiry date be extended?

Yes. We will grant a complimentary extension on all visit passes for the period of closure.

I am current member. Does the closure period impact my yearly suspension limit?

No. Mandated closure periods do not impact yearly suspension limits.

I have recently enrolled in the GOswim program. Will the closure period form part of my minimum 12-week commitment?

No, the mandated closure will not count towards the minimum 12-week commitment of the GoSwim program. You must have a minimum of six successful direct debits to meet this term.

I am a member. Why haven’t I received communication?

We recommend you double check your contact details on your customer account are correct. You can manage your contact details in your customer portal.

Log-in to your online customer portal, via the following links;

What if I don't want to come back to the centres straight away?

We will be happy to provide a suspension on your membership upon reopening if you do not wish to return straight away.

Our re-opening procedures will include additional cleaners rostered on in-centre, and increased cleaning will take place of all surfaces, machines and equipment around the centres.

I would like to cancel my membership.

All memberships have been suspended for the closure period, you will not be charged during this period.

We encourage all of our members and customers to remain active during the Sydney lockdown, and our team of fitness experts have developed weekly training plans that can be accessed via our website. These are a free resource that can be downloaded, and the training session performed at home.

Download 360@home training plans

To speak with our customer help desk about your cancellation request, please contact them via the following;