Membership Cancellation Policy

⚠️ Updated Effective May 2025

Memberships will now end on the Wednesday before the next scheduled direct debit date following a cancellation request. This policy applies to all membership types, including Swim Bright (Learn to Swim) enrolments.

📝 How to Cancel Your Membership

You can submit your cancellation request through one of the following options:

• Online:
  👉 Membership Cancellation Form (for standard memberships)
  👉 Swim Bright Cancellation Form (for Learn to Swim enrolments)
  After submission, you will receive an email copy of your completed cancellation form for your records.

  Note: This is not a confirmation of cancellation.

• In Person:
  Visit our centre and complete a Cancellation Form with a member of our Member Services team.

🧾 Why Do We Require a Cancellation Form?

To ensure a clear, accurate, and consistent process for all members, we require that cancellations be submitted through our official cancellation forms.

This helps us:

• ✅ Protect your account by ensuring only authorised requests are processed

• ✅ Avoid errors or miscommunication from verbal or informal requests

• ✅ Ensure compliance with membership terms, including the 28-day minimum commitment

• ✅ Provide you with a time-stamped copy of your cancellation request

• ✅ Support fair and consistent service across our member base

We want your experience with us—from sign-up to cancellation—to be clear, professional, and respectful of your time and expectations.

Important Notes Before Cancelling

📆 Commitment Period

All memberships have a 28-day minimum commitment.
If you request cancellation during this period, your membership will remain active until the end of that 28-day period.

⏳ Final Access

Your membership will stay active until the Wednesday before your next direct debit or the end of your commitment period—whichever is later.

🔙 No Backdating of Cancellations

Cancellations cannot be backdated. Your request will be actioned based on the date your cancellation form is received—not your last visit or any verbal conversation.
Why? This ensures fairness for all members, protects billing accuracy, and avoids potential disputes.

Please submit your cancellation as soon as you've made your decision to avoid further charges.

💸 Outstanding Payments

All overdue balances must be settled before we can process your cancellation request. If you're having difficulties, our team is here to help.

🧊 Freeze Restrictions

Freeze requests cannot be applied once a cancellation request has been submitted. Please plan accordingly to maximise your membership value.

🏥 Medical Exceptions

If you need to cancel for medical reasons, please contact our Member Services team. We may offer other options based on your situation.

🔍 What Happens Next?

Here’s what to expect after submitting your cancellation form:

1. Email Copy of Form
   You will receive an automatic email copy of your submitted cancellation form for your records.

   Note: This is not confirmation of your cancellation.

2. Team Follow-Up via Email
   Within 48 business hours, a member of our Customer Service team will contact you via email to:

   • Confirm the details of your request

   • Advise your final access date

   • Outline any final balances or policy conditions

3. Finalisation
   Your membership will close according to the policy. A final confirmation will be provided by email.

📆 Example Scenarios

• Example 1: You submit a cancellation form on Monday, May 5. Your next direct debit is scheduled for Thursday, May 15.
  Your membership will end on Wednesday, May 14, unless you're still within your 28-day minimum term.

• Example 2: You submit a cancellation form on Friday, May 2, but your 28-day commitment ends on May 25.
  Your membership remains active until May 25, not the Wednesday prior to the debit.

Not sure when your next debit is? Check your online account or contact our Member Services team.

❓ Frequently Asked Questions

Q: Can I cancel immediately on the same day I submit the form?
A: No. Your cancellation will take effect on the Wednesday before your next direct debit, or at the end of your 28-day commitment—whichever is later.

Q: What if I submit the form after hours or on the weekend?
A: Your cancellation will be logged on the next business day. Forms are only processed during business hours.

Q: I have a family or group membership. Do I need to cancel each member separately?
A: Yes. Each membership or enrolment must be cancelled individually using the appropriate form.

Q: Can I cancel on a direct debit day?
A: Yes. If you cancel on a direct debit day, your cancellation will apply to the next scheduled debit cycle. Your membership will remain active until the Wednesday before that upcoming debit.

Q: Can I cancel on the Wednesday before my direct debit?
A: Yes. If your cancellation form is submitted on the Wednesday before your scheduled debit, your membership will end that same day—provided all other terms (e.g., commitment period, payments) are met. This is the final cut-off for avoiding the next debit.

Q: Can I backdate my cancellation?
A: No. We do not backdate cancellations. They are effective from the date your completed form is received. This ensures fairness, maintains billing accuracy, and prevents confusion regarding account usage or verbal requests.

Q: How will I be contacted after submitting my cancellation form?
A: Our team will contact you via email within 48 business hours to confirm your cancellation details, including your final access date and any payment information.

📞 Need Help?

Our team is ready to support you.

📧 Email: northcotemembership@northcoteaquaticreccentre.com.au
📱 Phone: 03 9088 4600
🕒 In-Person Support:
Monday–Friday: 6:00 AM – 8:00 PM
Saturday–Sunday: 8:00 AM – 6:00 PM

🔁 Policy Review & Updates

Last updated: May 2025. Policies are subject to change. Please check this article regularly or contact our team for the most current information.