Frequently Asked Questions
Q. How long are your venues closed for?
A. Due to the current Coronavirus (COVID-19) outbreak, all Sheffield City Trust venues are closed. The health & wellbeing of our customers and colleagues is our absolute priority. We are monitoring the situation closely and will re-open as soon as possible.
Q. I pay for my membership/lessons by direct debit. What will happen to payments that I’m losing out on?
A. All direct debits and payments are currently on hold. We have a number of payment dates each month. Regardless of the date of your direct debit, we will re-calculate your next direct debit based on when we reopen to ensure that you do not lose out. You do not need to cancel your direct debit.
Q. I’ve cancelled my direct debit with the bank, what do I need to do to ensure my membership/lessons aren’t affected?
A If you have cancelled your direct debit we advise you to reinstate this at your earliest convenience to ensure that when we re-open you can enjoy your membership/lessons straight away. You can reinstate your direct debit, you can send the enquiry to DFC on firstname.lastname@example.org adding your direct debit reference number or postcode to the subject. No payment will be taken but your account will then be up to date for when your membership/lessons restarts. If you don’t reinstate your direct debit prior to the venues re-opening then you will not be able to use your membership/lessons until your account is settled and your space on our coached programme won’t be guaranteed.
Q. I pay for my membership in full upfront. Will I receive a refund?
A. Your membership is currently on hold. This means that we will restart your membership when we reopen our venues and your end date will automatically extend accordingly.
Q. I pay for lessons upfront in blocks. What will happen to these?
A. As there are no lessons running at present, none of your lesson credits will be used whilst our venues are closed. When we reopen, you will still have the same amount of lessons remaining; your space will be saved so you will not have lost anything.
Q. What happens to a party I have booked in during your closure?
A. If you have a party booked through ourselves during the time of our closure we will contact you directly to discuss your options. You can also email us at email@example.com.
Q. What happens to an event I am attending during the time of your closure?
A. Unfortunately all events will be cancelled while the venue is shut. Please contact the event organisers directly for further information.
Q. Can I still cancel my membership?
A. Your membership is currently frozen and will restart when we reopen. We’d like to discuss why you wish to cancel and see if there’s anything we can help you with. If you could call us on 0114 223 3419 we can discuss your options. If you do wish to cancel, our normal T&Cs still apply.
Q. Can I still cancel lessons?
A. Currently all lessons are paused and will restart when we reopen. If you can contact us at this point, we can discuss your options.
Q. I’ve already paid to freeze my membership, will I get a refund?
A. As we have now taken the decision to freeze all memberships, we will be refunding those payments made to freeze membership due to the Coronavirus outbreak. We will contact you directly to confirm when this has been done. We will automatically resume your membership when our venues reopen. If you wish to freeze your membership for a longer period of time our usual T&Cs will apply.
Q. I’ve already cancelled my lessons/membership but now I want to reinstate it. Can I do this?
A. Of course! The easiest way to do this will be to call us on 0114 223 3419 and we’ll organise this for you.
Q. I’ve already booked courts in during the time of my closure what will happen to these?
A. We are working through these bookings and will contact you directly.
Q. Can you live stream classes for us to do at home?
A. We understand how frustrating it is to be unable to use our facilities. To help, we have worked with our partner LES MILLS to provide free access to their 'at-home' workouts. You will find 95 free workouts for body and mind to help you stay healthy and active during any isolation period - https://watch.lesmillsondemand.com/at-home-workouts. Remember, there's plenty of other activities you can do, keep an eye on our Facebook page for videos, fun content and extra tips to keep busy!
Q. I had a booking in that took place before the closure but we didn’t attend due to the Coronavirus outbreak, will I get a refund?
A. We worked hard to keep all our activities running during the early stages of the Coronavirus outbreak. For those bookings and events that took place there are no refunds available.
We encourage our customers to continue to follow the current guidelines on personal hygiene:
Wash your hands regularly with soap & water for at least 20 seconds.
Cover your cough or sneeze with a tissue and follow the CATCH IT. BIN IT. KILL IT. guidance
The latest official information is updated daily and can be found here: