Late Cancellation/No Show Policy

There will be a $10.00 late cancellation fee which will apply only to those who do not remove their child/children for their Kids Club booking within the specified notice period, which is 1 hour prior to the commencement for any booked session.

If you have more than one child in a single session, then you will only be charged a single $10 fee and not a fee for each child in the same session.

If you cannot attend a session on short notice for a reason out of your control, for example, if you or your child has woken up feeling ill, we are able to use discretion and not impose a penalty in the case of genuine illness or an emergency.

Call on 07 3713 3999 within 12 hours of the missed session, so we are aware of the situation and can respond accordingly. Please don’t wait until the penalty has been charged.

FAQ’s

Why do you have a Cancellation / No Show Policy?

We would prefer not to apply penalties at all; however experience tells us that without this policy over 15% of booked sessions are unattended, leaving spots empty that would otherwise be available for other members. The policy is to ensure that more members can access more session, more often.

How do I cancel a booking?

You can cancel your booking via the MyClub Fitness App under “My Bookings”. If for some reason you cannot access the App, please contact the club via 07 3713 3999 during staffed hours and we can cancel it for you. We do not accept cancellations via email.

How am I moved from the waitlist to a spot in a class?

You will receive a push notification (please ensure you allow in your phone settings) from the MyClub Fitness App advising you that a spot has opened in the class you are waitlisted for. All waitlisted members will receive this notification and the first to accept the booking will secure the spot.

What happens if I cannot attend a session on short notice for a reason out of my control. For example, I have woken up feeling ill or my child is ill?

Please cancel your booking so that another member can have the booking. While this is technically a no show or late cancellation, we will of course use discretion. We would not impose a penalty in the case of genuine illness or an emergency. Call on 07 3713 3999 the club within 12 hours of the missed session to let us know so we are aware of the situation and can respond accordingly. Please do not wait until the penalty has been charged.