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UNSW Fitness and Aquatic Centre Management

Due to the ongoing impact of the COVID-19 pandemic, the UNSW Fitness & Aquatic Centre will not be reopening under the management of the Y (YMCA) NSW. Our customers were informed of this difficult decision via email on October 6, 2020. 

The Y is proud of our record at the site and contribution to the health and wellness of the university and broader Kensington and Randwick communities. We deeply thank all Y NSW staff for their hard work and dedication to the local community and our not-for-profit purpose work over the past seven years. 

Frequently asked questions

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: vpfo@unsw.edu.au.  

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 vpfo@unsw.edu.au regarding options after reopening.  

Q: How do I receive my refund? 

A: You can now apply for a refund via our simple, safe and secure online portal.

Please provide as much detail as possible and ensure you enter the same details you used when signing up at the centre. This will allow us to identify your account and process your refund, if eligible, without delay.

Q: How long will the application process take?

A: The refund application process has multiple stages to ensure accuracy and the security of your data. All applications will be processed as quickly as possible and you will receive regular email updates regarding your progress from unsw.refunds@ymcansw.org.au

Once your account has been verified, you will receive notice of your eligibility for a refund within 5 business days. If eligible, payment will be made into your nominated account within 7 business days. You will receive a notice when this payment is made, after which you can expect to receive your refund within 2-3 business days

Delays may be caused by incorrect/unmatching customer data being entered on application. 

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 vpfo@unsw.edu.au 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 UNSW.Opt-Out@ymcansw.org.au 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 admin.unsw@ymcansw.org.au to update your details and ensure you don’t miss any correspondence.

 

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