Frequently Asked Questions

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

To cancel, please follow the official process to cancel your membership and if it is within the 7-day period, We will cancel your agreement and refund payments for any class not attended and/or cancel the future direct debit charges.

Changing your mind and wishing to cancel after the 7-day cooling off period, you must adhere to the minimum contract.

After the 7-day cooling off period, all junior programs enrolments will stay active for a minimum of 12 weeks.

This 12-week period will activate exactly after the contract starts and any cancelation requests will require special approval and any future debt during this 12-week period must be cleared for a cancelation request to be acknowledged.

All requests for cancelation require a 14-day notice period, meaning that once a cancelation request has been made and confirmed by the centre, the enrolment will cease exactly two weeks or 14 days after written approval by the centre. During this time, all classes will still be charged regardless of whether participation is made and will need to be made in full before official cancelation can be made.

All cancelation requests can be done either in writing by completing a cancelation request form in the centre, or by submitting an online cancelation request form on the RecWest Braybrook website. Reminder that all enrolments will be active until written confirmation is given.

You can only cancel your membership if you are within the cooling off period or are beyond the minimum contract requirements as outlined in your terms and conditions.

Payment account details

If during the course of your membership you need to update your payment account details, please log into your client portal account and head to ‘My Accounts’ and under ‘Payment settings’ you can nominate a new card or bank account.

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.

Reminder: failure to update details correctly may result in a late fee.

Personal details

Ensure we always have your current contact details on record by updating these with us either via customer service or by visiting the client portal and heading to the 'My Accounts' section and update these details yourself. Please ensure you receive confirmation that these details have been updated.

All upcoming class times can be found on the client portal. Once logged in, along the top tab there should be a 'My bookings' tab and will show both upcoming and past bookings.

If you cannot attend a class, you are entitled to four absences per calendar year where you will not be charged for a class or receive a credit for the next payment.

For an absence to count, you must register this absence prior to the class time and can be done by logging into client portal and heading to the 'My bookings' tab and finding the desired class and select register absence.

If you cannot attend due to medical reasons, we can provide a medical suspension with a valid medical certificate with all suspensions having a minimum length of two weeks. These suspensions can be back dated up to one month.

All ongoing memberships are done via our direct debit so it is crucial your payment details are set up correctly and sufficient funds are in your nominated account on these debit days (refer to 2025 calendar).

Paying outstanding fees / Seeing future payments 

All outstanding fees and future payments can be accessed and managed via our client portal. Log into your account and select 'My Accounts' and visit the sub heading of 'Payments' on the far left-handside. Here you can see when payments are due and the fees associated with those payments, aswell as select and pay any outstanding fees. You can also visit reception in centre to pay these outstanding fees.

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

Please note that overdue payments may result in your child being ineligible to attend future classes until these debts have been cleared.

Late fees

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.

This is incurred due to the additional administrative tasks required when a payment fails. This may involve an SMS, email, postal letter and phone calls to correct invalid account details, process a manual payment and ensure the control of outstanding fees to ensure you/your child’s participation is not interrupted.

You can cancel your agreement during your 7-day cooling off period. You have seven days from the date you sign your initial agreement. To cancel, please follow the official process to cancel your membership and if it is within the seven day period, we will cancel your agreement and refund payments for any class not attended and/or cancel the future classes.

With the 10 Class Pass, all enrolments are permanent and cannot be cancelled, refunded or exchanged outside of the cooling off period.

After this cooling off period, all memberships will be active for the duration of the membership length regardless of attendance.

Payment account details

If during the course of your membership you need to update your payment account details, please log into your client portal account and head to ‘My Accounts’ and under ‘Payment setting’ you can nominate a new card or bank account.

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.

Reminder: failure to update details correctly may result in a late fee.

Personal details

Ensure we always have your current contact details on record by updating these with us either via customer service or by visiting the client portal and heading to the 'My Accounts' section and update these details yourself. Please ensure you receive confirmation that these details have been updated.

All upcoming class times can be found on client portal. Once logged in, along the top tab there should be a 'My bookings' tab and will show both upcoming and past bookings.

If you cannot attend a class, you can let the facility know via phone on (03) 9311 3400 at the earliest convenience, however you will not receive a credit or make up token for the missed class as you are committing for the 10 classes and will result in a forfeiture of the session.

If you cannot attend due to medical reasons, we can provide a medical suspension with a valid medical certificate with all suspensions having a minimum length of two weeks. These suspensions can be back dated up to 1 month.

The 10 Class Pass is paid at the time of enrolment, however in some rare cases an enrolment can be made without processing to the payment screen via client portal. To ensure your enrolment stays active and class participation can be made, do one on the following steps:

Client Portal 

All outstanding fees and future payments can be accessed and managed via our client portal. Log into your account and select 'My Accounts' and visit the sub heading of 'Payments' on the far left-hand side. Here you can see when payments are due and the fees associated with those payments, aswell as select and pay any outstanding fees.

In Centre 

If you have difficulties or would prefer to come into the centre, we can help with your payment. Speak to one of our friendly staff members and they can walk you through where to find the outstanding fees and help process the transaction.

Please Note: Any outstanding fees will result in non-attendance of classes and all sessions will be forfeited until the outstanding fees are cleared.

If your 10 Class Pass has expired and wish to continue attending, you can either reenrol into the 10 Class Pass OR transition into an ongoing membership and get all the added benefits at a cheaper price.

All junior programs enrolments are done via client portal and this can be done via the following steps:

• Open up client portal.
• Log in or create an account.
• Select the 'Book' tab and select 'Sports Programs / Gymnastics'.
• Select your desired class by choosing the sport that is right for you and check the day and times.
• Hit 'Enrol now' and select your desired membership type.
• Read the terms and conditions and sign the agreement.

By following the steps above, you should have now successfully enrolled into our junior programs. To confirm you have enrolled, you should have received an email or you can select the 'My Bookings' tab and you should see all upcoming classes

If signing up to the ongoing membership, ensure your payment details are set up correctly by following the following steps:

• Open up client portal.
• Select 'My Accounts' and select 'Payment Settings' in the sub headings.
• Select 'Add New Payment Method'.
• Choose your payment method and add details.
• Confirm we can debit your account by heading to 'My Accounts' and selecting 'Agreements' in the subheading.
• Tick 'Yes' to the Direct Debit Authority box to ensure you aren't charged late fees for missed payments.

If you have any issues enrolling into our junior programs. Call the centre on (03) 9311 3400 for assistance or head in centre.

The facility is typically closed on public holidays and junior programs class ARE NOT running on these days.

You membership fees will not be associated to classes that would typically fall on a public holiday date and you will not be charged or have one of your tokens used.

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.

It is not unusual for young children to have difficulty adjusting to structured lessons, and our coaches are equipped to support them. Most children will settle within a few weeks; we encourage parents to be close at hand in case your child requires additional support.

Children aged 5 years need to have a parent remain in the seated area on the courts.

Children aged 6-10 years need to be brought into the centre by their parent / guardian and visually handed over to coaches.

Children 10+ can attend on their own but a parent needs to be contactable at all times.

Handover at the end of class: Our coaches must see a visual handover to the parent or guardian of the child at the end of class so please ensure you are present for this to ensure the safety of your child and the continuous smooth running of our program.

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 from the viewing area. 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.

Our Coaches hold nationally accredited current First Aid & CPR qualifications, a Working with Children Check, and are employed on the basis of a successful Police Check.

Maybe a particular sport isn’t for your child or another day works better. Let us know and we can modify that enrolment without having to go through the enrolment process again.

Please note that you may have to use additional tokens with enrolment modifications. Especially if you are looking to change classes in the same week as one you have already attended and you will be have an additional token taken off your account as you have attended an additional class. This will automatically be applied when the change is made.

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.

Authorising us to increase debits 

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.

Staying up to date with our terms and conditions 

At times we are required to add, change or remove our terms and conditions. This includes changing a centre’s opening and closing hours, its services and facilities. We may also close centres for refurbishment to improve their facilities. When services continue to operate we do not reduce your membership fees.

The most up-to-date terms and conditions always apply and you can find copies at your local centre in the most recent handbook or at https://recwestbraybrook.ymca.org.au/.

Being notified about changes

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