Article

FAQ

COVID-19 Sports Village Closure FAQ’s – Updated 6 April 2020

Wednesday 18 March, 2020

In these uncertain times and with an ever changing and fast moving situation, we are aware that our members and customers rightly have a range of questions that need answers. We hope we have answered the majority of these below and are working our way through all the emails, phone calls and questions that have come flooding in since we  announced our temporary closure. We will update these FAQ’s regularly.

Memberships

I have a monthly direct debit membership. What will happen to my monthly payments?

We have frozen all monthly direct debit memberships from Wednesday 18 March and no payment will be taken in April. As the situation is changing on a daily basis we will reassess what to do with subsequent direct debit payments in early April and if we need to we will freeze direct debits for longer if we remain closed. You will not need to contact us or do anything.


I’ve paid annually for my membership. What will happen to the days you have been closed and I haven’t been able to use my membership?

Any days where you have been unable to visit due to the closure we decided to make will be added to the end of your membership when we re-open. You will not need to contact us or do anything.


Will I have to pay a freeze fee for my membership to be frozen during this period of closure?

No, we will not be charging anyone the usual £10 freeze fee during this time of closure due to the unprecedented situation we all find ourselves in.


I would like to freeze my membership for longer than the closure. How do I do this?

Please confirm in an email to us the dates you wish to freeze your membership until at hsv.cancel@herts.ac.uk

We can currently freeze for a maximum of 4 months. As the situation develops, this timeframe will be reviewed if we need to.


I had already given a month’s notice to cancel my membership. Will I now receive a refund for my unusable cancellation period?

If you’ve cancelled your direct debit and are now unable to make use of your cancellation period, please contact us at hsv.memberships@herts.ac.uk


Since the coronavirus situation emerged, I developed symptoms and have avoided the Sports Village completely for a month before the Sports Village closure on the 17th March. Will you reimburse me for the month I could not come in?

Unfortunately, we need to be aware of freezes in advance and we can’t retrospectively freeze an account. We will not be able to reimburse you if you didn’t visit us before our closure.


I’m an international student and have paid upfront for my membership. How do I get my money back as I won’t be returning?

We will give you a pro-rata refund for the period of which you have been unable to use your membership due to the decision we took to close our facility. As we are currently closed we are not able to process any refunds at the current time but we will review how we can make these work and update you with further details when we are able to.


I’m a student and I won’t be returning to the university this year. Can I get a refund for my monthly membership as I’ve already paid for March?

Yes, you will be entitled to a pro-rata refund for the days in which you have paid for your membership but haven’t been able to use because of our closure. As we are currently closed we are not able to process any refunds at the current time but we will review how we can make these and update you with further details when we can.


I’m a student and I won’t be returning to the university this year. Can I get a refund for the remainder of my annual membership?

Yes you will be entitled to a pro-rata refund for the days in which you have paid for your membership but haven’t been able to use because of our closure. As we are currently closed we are not able to process any refunds at the current time but we will review how we can make these and update you with further deatils when we can.


I still want to work-out. What can I do if I can’t come in?

We are currently developing an online platform called HSV@Home. This will enable you to join virtual classes and work-out from home. We have a variety of content for you to use and enjoy from activities for the kids, personal workout programmes, classes and wellbeing tips and exercises through to brain games! Take a look at what's currently on offer and keep your eyes peeled for more in the coming weeks HERE


When will you re-open?

As we are sure you will understand it is impossible to provide a firm date that we will re-open at the current time. We will provide further updates on planned re-opening as we see how the current situation develops.


I pay for my membership through my salary. Will I still be charged?

Staff who pay for their membership via their salary pay in arrears. Unfortunately we have missed the deadline to amend any payment due in March’s payslip. Payroll have been informed to cease any future payments until further notice. Membership fees will not be charged for the period of closure.


Can I borrow equipment from the gym?

During this period we are unable to loan our gym equipment to members. Unfortunately, our insurance only covers use of our kit on site and therefore as soon as kit is taken outside of the Sports Village we would be liable for any injuries/damages. There are still some great workouts you can do with no kit at all. Check out and join our brand new HSV@Home community HERE


 

Courses

I have paid upfront for a course. Can I get a refund?

All courses we are not able to fulfil due to the Sports Village closure will be entitled to a full refund, or if more convenient to you, moved to another date in the future. As we are currently closed we are not able to process any refunds at the current time but we will review how we can make these work and update you with further details when we are able to.


 

Swimming Lessons

What will happen to my/my child’s swimming lessons?

If you pay by monthly direct debit, all lessons and direct debits will be frozen and we will not be taking any money in April. We will reassess what to do with subsequent direct debit payments and if we need to we will freeze direct debits for longer if we remain closed. You will not need to contact us or do anything.

If you have already paid for a block of lessons, you will keep any remaining credits on your account.


Can we have a refund of our remaining credits?

No. Credits will remain in your account securing a place in the class for when lessons recommence.


Will I receive a part refund of my March direct debit?

No direct debits will be taken for April and we will calculate and add on any unused days to your membership, so you won’t lose out and adjust the next direct debit payment we take from you accordingly.


I had already given a month’s notice to cancel my lessons that were paid for by direct debit. Will I now receive a refund for the cancelled lessons?

If you’ve cancelled your direct debit and are unable to make use of your cancellation period, please contact us at hsv.swimminglessons@herts.ac.uk


How do I cancel my child’s/adult swim lessons?

Please contact us via email at hsv.swimminglessons@herts.ac.uk


How will I find out when swimming lessons are recommencing?

We will be in contact via email and further updates will be available on our website, HSV Book app and social media channels.


We were self-isolating before the closure. Can we have a credit for those weeks we missed?

Unfortunately, we can’t retrospectively credit your account. We will not be able to reimburse you if you didn’t visit us before our closure.


Can we still move classes whilst you are shut?

Yes you can move swimmers via the Home Portal or by emailing your request to hsv.swimminglessons@herts.ac.uk


 

Kids Village Activities

Easter Holiday Activities


I’ve booked and paid for my child to attend one of your Easter Holiday activities. Will the activities still be taking place? If not, will I get a full refund?

We have cancelled our Easter Kids Village programme. If you have already booked onto one of our activities, you have the option of a credit or a full refund. We will contact you as soon as possible, however the latest we will be in touch will be Tuesday 31st March.


Gymnastics


My child is currently enrolled on your 12-week Gymnastics course. As we will be missing the next few Saturday sessions, what will happen to the remainder of the money I have already paid?

The remaining sessions of the course you have pre-paid will be credited to your HSV account. This credit can be used for any product or service that the Sports Village provides. You will not need to contact us or do anything.


Kids Parties


I have booked a kids party, what do I do now?

Please be assured we will be contacting all bookings on our system. We are working through this by facility and chronological order as much as we can. Please bear with us as we do have a back log of bookings to get through. Don't worry, we will get around to contacting all kids parties, conference bookings, block bookings, events and advanced bookings; both indoor and outdoor.


 

Conference, block, advance bookings and events


I have a current or future booking, what do I do now?

Please be assured we will be contacting all bookings on our system. We are working through this by facility and chronological order as much as we can. Please bear with us as we do have a back log of bookings to get through. Don't worry, we will get around to contacting all kids parties, conference bookings, block bookings, events and advanced bookings; both indoor and outdoor.


 

Personal Training

I have paid for a block of Personal Training sessions with my Personal Trainer. As you are now temporarily closed, what happens to these sessions?

Please get in contact with your Personal Trainer directly, who will advise on the options available to you.

 

HertSquad

Will Sports Awards be rescheduled?

Unfortunately, due to time constraints we will not be able to reschedule Sports Awards in the normal capacity, but we are looking into other ways to deliver the awards in a different format.


Will Varsity be rescheduled?

Unfortunately, we will not be in a position to reschedule Varsity due to the time constraints, but we look forward to Varsity 2021 in Derby.


Can I still book performance sport courts/pitches?

No, Hertfordshire Sports Village  is closed so all facilities are out of action.


Are off-site sessions still running?

All HertSquad activities are cancelled - this includes any activities that usually take place off-site, even if the venues they are due to take place in remain open.


Will un-played BUCS fixtures or BUCS Big Wednesday be rescheduled?

Find out the most up to date information on the BUCS website https://www.bucs.org.uk/update-covid-19-coronavirus.html


Is S&C training still going ahead?

Performance Herts is closed, however please follow their social media channels for more content to keep you active during this time (@PerformHerts - Twitter, @PerformanceHerts - Facebook or @performanceherts - Instagram). The coaches will also be updating the TeamBuildr app with workouts you can do from home and with minimal equipment. 


How can I collect my Active Students t-shirt that I have earned by collecting stamps?

Our students have been super active this year which means unfortunately we have run out of t-shirts!


How can I collect my Active Students hoodie that I have earned by collecting stamps?

Unfortunately as the Sports Village is now closed we are unable to give out the hoodies. However, if you are returning to the University of Hertfordshire when the Sports Village re-opens you can bring your 2019/20 Loyalty card into the HertSquad office and we will issue your hoodie (subject to availability).

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