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UNSW Fitness and Aquatic Centre Management FAQs

Q. When will the facility reopen and who will be operating it? 

A. UNSW values the fitness and leisure amenity that the facility provides.
The University is keen to reopen the facilities for students, staff and the local community and is seeking another management partner to do so as soon as possible. 

For further information regarding the future of the facility, contact:  

Q: I hold an active membership, program enrolment or Visit Pass, will this be cancelled?

A: All active Y NSW customers will have their memberships, enrolments or visit passes cancelled as the future operator of the UNSW Fitness & Aquatic Centre is not yet known. 

Q: I had a Direct debit membership or program enrolment at the time of closure, am I owed a refund?

A: Yes, direct debit customers were billed up to and including the 27th March 2020. Due to the UNSW Fitness & Aquatic Centre closing on Monday 23rd March, refunds are applicable. 

Q: I paid for an upfront membership or program enrolment and my membership/enrolment had not yet expired at the time of closure, am I owed a refund?

A: Yes, for customers who purchased upfront memberships or enrolments who were unable to see out their paid service due to the closure- pro rata refunds are applicable. 

E.g. If a customer purchased a 12 Month Membership in February 2020 and was only able to use the facility up to 22 March, a refund will be calculated based on the time remaining on the membership. 

Q: I paid for a Visit Pass that had not yet expired and had visits remaining at the time of closure, am I owed a refund?

A: Yes, refunds are applicable for the value of remaining visits. 

Q: I salary sacrifice my gym membership, am I eligible for a refund? 

A: All salary sacrifice memberships and payments have been cancelled. Due to the UNSW Fitness & Aquatic Centre closing on Monday 23 March and remaining closed to this date, refunds may be applicable. 

If you wish to recommence your membership and salary sacrifice you will need to contact UNSW at: regarding options after reopening.  

Q: How do I receive my refund? 

A: The Y will contact customers with instructions for accessing refunds. You will receive an email from the Y NSW that details this process the week commencing October 26. 

Q: When will I receive my refund? 

A: The Y is currently determining the best process for customer refunds and will be in touch with customers the week commencing October 26. 

Q: Why can’t my refund be processed right now? 

A: The Y is in the process of finalising a technical solution to process a large volume of UNSW Fitness and Aquatic Centre refunds as securely and efficiently as possible for our customers. We apologise for the delay and appreciate our customers’ patience. 

Q: I want to remain a member at the gym. Can I transfer my credit/refund to the new operator? 

A: Account credits cannot be transferred to UNSW or a new provider and must be processed and returned to the customers as refunds by the Y. 

Q: I have a booking at the UNSW Fitness and Aquatic Centre, has my booking been cancelled? 

A: All bookings have been automatically cancelled. Clubs/schools/organisations are encouraged to contact UNSW on: regarding the Centre’s reopening and future bookings.  

Q: What will you do with my customer data and banking details? 

A: Customers’ contact details (Name, Email, Mobile Phone Number) will be passed on to UNSW for the purpose of contacting customers regarding reopening at a date of their determination. No other details including billing will be passed on.

Customers can opt out of having their details passed on by notifying the Y NSW in writing at by 5pm October 15, 2020. 

Q: Why haven't I received an email notification?

A: Your email address on file may be incorrect. Please contact to update your details and ensure you don’t miss any correspondence.


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