Customer Portal Hub
Customer Portal Hub
The Member Portal Hub is your central space for everything related to your membership.
It brings together key information, tools, and guidance in one convenient place, helping you easily navigate your experience.
Designed to support members of all ages and fitness levels, the hub provides information relating to Aquatic and Fitness facilities, programs, and activities.
It’s your guide to stay informed, manage your bookings, and find answers to your questions.
Membership FAQs
- Visit Customer Portal and click “Join / Create Account”
- Register your details and create your password.
- Select ‘Next’.
- Check your summary, complete the membership agreement and select ‘Next’.
- Make payment:
- Select to pay ongoing direct debits with a bank account or credit card. Initial balances (join fee + pro rata) must be paid by credit card.
- Note, payments are handled by our secure 3rd party provider Payrix.
- You will receive an email confirming that you are now a member with your contract attached.
- Visit us to collect your membership access band / tag and ask us any questions you may have.
- Log into the Customer Portal and click Contract details under ‘Account’ tab
- Select your membership
- Click ‘Freeze Contract’
- Select which suspension you require, i.e. Medical or Membership suspension.
- Select your start and end date for your freeze along with the reason for your freeze.
- Select ‘Confirm’.
- You will receive an email confirming your freeze, if this email is not correct, please log back into the client portal and update the details.
Yes, you can log into the Customer Portal and unfreeze your contract earlier than you originally planned
If you would like to cancel your membership, please see our friendly Customer Experience team to fill in a cancellation form and they will cancel this membership for you.
No, this is not possible. You will need to cancel your membership, and they will need to sign up separately.
No, your membership access band / tag will not allow you access into the facility if you have an outstanding payment on your account.
Learn to Swim FAQs
- Login to the Customer Portal
- Select ‘My Bookings’
- Select the date you are absent
- Select ‘Manage Bookings’
- Select ‘Cancel booking’ next to the student’s name
- Select ‘Confirm Cancellation’ and you will receive a make-up credit (see the Make Up Policy page on our website for terms and eligibility).
- *Please note our staff are happy to show/teach you in-person if you need a hand, however make up lessons must be self-managed by parents.
- Login to the Customer Portal
- Select Book
- Select Courses
- Select the blue toggle-switch in the top left hand corner to “single/make-up lesson”
- Use the filter to select your relevant level
- Use the timetable to find your preferred day and time associated to your level
- Select ‘Book now’ to bring up your options
- Select ‘Book now’ next to the student’s name
- *Please note our staff are happy to show/teach you in-person if you need a hand, however make up lessons must be self managed by parents.
- Login to Customer Portal
- Transfer student to new class time
- Select ‘Book’ tab
- Select ‘Courses’
- Filter by Activity type ‘Swimming Lessons’
- Filter by level required for example ‘Level 2’
- Find day and time required.
- Click ‘Enrol now’
- Next to the student’s name click ‘Transfer here’ (clicking ‘Enrol Now’ will start a new enrolment, make sure to only click ‘Transfer Here’)
- Select the group you wish to transfer from
- Select ‘Next’
- Confirm changes made
- Select ‘Confirm transfer’ (double check the date of your first lesson)
Once you have been assessed and have received a progression certificate you are able to enrol into a new class with your new level online.
- Login to Customer Portal
- Transfer student to new class time.
- Select ‘Book’
- Select ‘Courses’
- Filter by Activity type ‘Swimming Lessons’
- Filter by level required for example ‘Level 1’
- Find day and time required.
- Click ‘Enrol now’
- Next to the student’s name click ‘Transfer here’ (clicking ‘Enrol Now’ will start a new enrolment, make sure to only click ‘Transfer Here’)
- Select the group you wish to transfer from
- Select ‘Next’
- Confirm changes made
- Select ‘Confirm Transfer’
Login to Customer Portal
To View assessment
- Select ‘My Account’
- Select ‘Skills’
- Select which student you would like to view the skills for by using the drop-down box.
Swimming lessons continue throughout the year.
If your lesson falls on a public holiday, lessons will not run, and payment will not be deducted for the lesson.
There is a break over the summer / new year period where swimming lessons can be suspended. We will send information out on how to action this closer to the end of the year.
Group Fitness FAQs
- Access the Customer Portal and log in using your username and password.
- Click Book up the top section of the portal.
- Find the class you are wishing to book into.
- Click Book now on the right hand side.
- Click Book now on the second screen which will confirm your class booking.
- You will then receive a confirmation email that you have booked into this class.
- If this confirmation email is incorrect, please ensure you have booked into the correct class using the ‘My Bookings’ section on the client portal.
Yes, you can! To attend as a casual, you’ll need to sign up for a free account first. We recommend creating your account before visiting the centre, as this will save you time and make the booking process quicker. Click Here to create a free account
- Access the Customer Portal and log in using your username and password.
- Select ‘My Bookings’ to see class bookings.
- You will be able to view all bookings for you.
- Access the Customer Portal and log in using your username and password.
- Select ‘My Bookings’ to see class bookings.
- You will be able to view all bookings for you.
- Click cancel booking on the right hand side.
- Go back to the Book button at the top and book into the class you are wanting to book into
If your instructor changes there will be an email notification sent to you to inform you of this change.
If your group fitness class is cancelled by us there will be an email notification sent to you to inform you of this.
If you have paid for this class as a guest, there will be a credit on your account to use next time.
- Access the Customer Portal and log in using your username and password.
- Select ‘My Bookings’ to see class bookings.
- You will be able to view all bookings for you.
- Click cancel booking on the right-hand side.
- Click cancel booking again on the next screen.
Members – can book into our group fitness classes through the Customer Portal 7 days before the class time.
Non-members / Guests – Can book into our group fitness classes through the Customer Portal 2 hours before the class time.
Group Fitness timetable can be found here.
