Refund policy
Transfers to alternative sessions will be considered where 48 hours notice is provided prior to the start of the session. Where transfers are not possible, refunds will be considered with 48 hours notice. If you have chosen to cancel your booking, you must contact us to let us know your preference for a session transfer or refund (where eligible). Please note, refunds may take 5 – 10 business days to process.
If notice of a cancellation of a place is not received, or received with less than 48 hours notice, we will not be able to transfer your place to another session or offer a refund.
Where customers have purchased a multi-session pass, if a participant cancels a session with less than 48 hours notice, they will not receive a credit back onto their pass.
Our sessions are in high-demand and attendance records are closely monitored. Participants who consistently do not attend booked sessions and do not provide notification of their absence will have future bookings cancelled and may not be eligible for refunds. If you cannot attend a booked session, please cancel your booking, even if you have missed the notice period for a refund as this may allow someone else to attend the session.
Where possible, cancellations should be done by participants themselves via Bookwhen. Where not possible, participants should email sport@cambridge.gov.uk with the appropriate notice.
If a session is cancelled by the Active Lifestyle Team, refunds or transfers as appropriate will be made available to all attendees of the session.
The Active Lifestyles Team reserves the right to amend this policy at any time and that the latest version will be available on the booking site. Where session specific restrictions apply, they will be made available at the session booking page.