Frequently Asked Questions

For security reasons, children can only wait in the centre if accompanied by an adult. They cannot be in the foyer or around the centre unsupervised.

The YMCA welcomes the capturing of your magic moments on camera or video, however privacy of others must be respected. The use of cameras and video cameras at this venue is conditional upon the following:

• no photos or videos are to be taken whilst on the court - please speak to your child’s coach to organise a photo or video with your child;
• you must have all relevant individuals consent to use images;
• it is illegal to broadcast or publish images without consent.

Under no circumstances are cameras, video cameras or mobile phones to be used in change room areas.

If your child is under five, we expect you to supervise your child, but you are not required to participate in class unless specified in the class description.

• Children under four may be required to have a parent in the class providing active assistance. Children aged five need to have a parent remain in the gymnastics viewing area.
• Children aged six to 10 need to be brought into the centre by their parent or guardian and visually handed over to coaches.
• Children over 10 can attend on their own but a parent needs to be contactable at all times.
• At the end of class, our teachers must see a visual handover to the parent or guardian of the child so please ensure you are present. This ensures the safety of your child and the continuous smooth running of our program.

There are no lessons held on public holidays. Student debits will be amended to reflect the missed class.

Where applicable, our teaches assess the students in our program for improvement and readiness to determine if they can progress to the next level.

The teacher's decision is final and they will discuss the outcome with the parent through our nominated communication platforms.

A drink bottle and comfortable clothing that allows for movement without being too loose. No clothes with hoods or zips, and ensure long hair is tied back.

If you or your child are unwell, stay home and get well. You can register your absence for that class and receive a make-up token.

Help us keep our facility clean and healthy by not attending if you or your child:

• has an infection, contagious illness or physical ailment, such as an open cut or sore
• has had diarrhoea or “gastro” symptoms
• has a rash that is contagious or undiagnosed
• there is any other risk, however small, to other members and guests.

If your child is in nappies, please ensure any soiled nappies are disposed of appropriately.

Absence from a class may qualify you for a make-up lesson. You must register your absence two hours before the class starts, via the online customer portal. Absences can be registered seven days in advance.

Make-up lessons have an expiry of 90 days from the absent class. Make-up lessons cannot be cancelled or changed. You must not have exceeded the number of available make-up lessons per student (six annually).

If you have any concerns or questions about your child’s class or progression please speak with the teacher in charge, who is available on request or via an appointment.

Please remember, your child’s teacher will not be able to speak with you while lessons are running.

You can also call and ask to speak with the program coordinator who, if not available at the time, will return your call.

Suspensions for the ongoing programs are only available for medical reasons with a medical certificate.

All suspensions must be completed via email request to recwestbraybrook@ymca.org.au which must include a copy of medical certificate. Lodgement of a suspension form means all membership entitlements are forfeited during the suspension period.

Medical suspensions

Members are able to suspend their membership for medical reasons, given the provision of a valid medical certificate at the time of lodgement that covers all days of the suspensions. Medical suspensions are exempt from any administration fee.

Medical suspensions are permissible for a minimum of two weeks and a maximum of eight weeks. Medical suspensions can be backdated up to a maximum of one month.

We will continue to debit your nominated account without notice, until we have received the total amount owed. We will make a reasonable effort to let you know prior to the next debit.

You can also head to your client portal account and make any outstanding payments, or head to reception at the facility.

If you find yourself in financial difficulties, please speak with a staff member as you may be eligible for the YMCA Open Doors program. 

Our classes are paid for via direct debit.

Direct debit payment is the easiest option and allows for an automatic direct debit from a nominated bank account or credit card on a fortnightly basis. Payment provides access to your program and entitlements as per the terms and conditions for the next fortnight following the debit date.

You can collect a programs calendar at the front desk of RecWest Braybrook.

We have a Payment Card Industry Data Security Standard (PCI DSS) compliant payment account record platform. This ensures your credit card details are secure and not accessible through our data.

We will debit your membership fees from your nominated account as set out in your Direct Debit Request Service Agreement.

Please note that:

• debit dates are pre-set for all programs
• if a debit date falls on a public holiday, we will debit your account on the next business day.
• Credit card debits are live transactions (i.e. they will be honoured or declined immediately once our file hits your bank), so it is recommended that the funds are available the night prior to the debit. Bank account debits may take up to five days to be cleared from your account.

You must make sure:

• your account can accept direct debits (your financial institution can confirm this)
• there is sufficient money in your account on the payment (debit) day (6:00am onwards)
• you tell us if you are transferring or closing your account, at least three business days before your next direct debit.

Please tell us about any changes to your credit card, such as its expiry date or number at least three business days before your next direct debit.

Please tell us if you want to change or stop your direct debits. Advising your bank alone does not change or cease your contract with us.

If you query a payment the appropriate staff will investigate your concern and provide an answer within one to two business days. 

Payment information can be updated via client portal and can be done under payment settings in your account. You can nominate a debit/credit card or a bank account to make your direct debit payments.

Please ensure any changes are done prior to the fortnightly direct debit run to ensure charges are made to the correct account/card or to avoid late fees for expired details.

If you require assistance, head in centre and one of our friendly staff members can assist you.

You can also present your credit card or bank account details in person at the centre, to be entered to our PCI DSS compliant payment account record platform. Do not send credit card information via post or email. You will not be able to provide details of an account in another person’s name.

Please note: credit cards that have expired and reissued with the same card number still require the full card detail to be provided, as we cannot update the encrypted data with just an expiry date; the whole card number needs to be resubmitted.

Please also ensure we always have your current contact details on record by updating these with us either via customer service or an email. Please ensure you receive confirmation that these details have been updated.

You can ask to cancel your membership by emailing or writing to us requesting cancellation.

There will be a period of notice of 14 days unless otherwise specified by RecWest Braybrook between the date of request and the date of actual termination, during which any payments due must still be paid in full; this may be a pro rata or portion of the full fortnightly debit fee.

Term based programs will require the remainder of the term to be paid out once the new term has begun. 

Please retain a copy of your cancellation request via the confirmation email.

Please consider your enrolment as active until you have received confirmation of your request in writing.

Enrol in our programs by visiting our customer portal. Head over to the book section, find the desired class and hit enrol. 

Once you have completed and signed the agreement (Direct Debit Request [DDR] Service Agreement) and we have accepted it, your child becomes a member. If these terms and conditions or your agreement differ from anything you are told at the centre or over the phone, these terms and your agreement will apply, unless written confirmation is received from a YMCA Victoria employee. The full terms and conditions can be viewed in the centre’s handbook.

If you require assistance with enrolments, head in centre and one of our friendly staff members can assist you.

We will give you at least 30 days’ notice of any changes by either:

• publishing them in our newsletter or on our website
• placing a notice in the centre
• phoning you or writing to the address (post or email) you last provided.

If we suspend a centre’s operations or services, temporarily or permanently, we may send you a written notice offering you either a:

• transfer to another centre, if available
• complimentary suspension.

You can cancel your agreement during your seven-day cooling off period. You have seven days from the date you sign your initial agreement. 

We will then cancel your agreement and refund payment for any class not attended. Athlete registration lodged with Gymnastics Victoria and payment for classes attended cannot be refunded.

We will charge you a failed payment fee of $10.00 if your payment isn’t honoured by the bank and this is due to your error. This will be debited from your account with the next scheduled payment and you authorise us to do this as per your Direct Debit Request Service Agreement.

On enrolling you will be asked to pay the class fees due from the start date of your enrolment until the first debit date. Payment is made in advance for the fortnight ahead.

We may at any time upon sending an email or written correspondence to your last known contact address and giving 30 days’ notice, increase the agreed amount or make changes to terms and conditions.

If you have any queries in relation to any proposed changes please contact your YMCA centre.

Where we have made a reasonable effort to let you know about a fee increase, you authorise us to increase any debits from your nominated account.