Membership FAQs

For any other queries, please contact the relevant person on our contact list.

I’ve just joined online, what do I do now?

Welcome to Brookes Sport & Active Wellness.

To get started, download the BrookesSport App on Android or iOS. The app allows you to book activities, view timetables, check into spaces and stay up to date.

To log in, select “Login & Bookings” on the home screen and use your registered email. You can reset your password if needed.

On your first visit, please bring a valid photo ID and any relevant proof for Student, Staff or Concession memberships.

You must check in for each visit using the app or at reception.

How do I book an activity?

You can attend the gym and climbing centre without booking, subject to capacity.

For activities that require booking, please use the BrookesSport app (Android or iOS) or our Book Online portal.

Pay As You Go users can book activities up to 7 days in advance. Members can book up to 14 days in advance.

All bookings are subject to our cancellation policy. Failure to attend or cancel bookings may result in a charge or temporary suspension of booking privileges.

Can I check out the facilities before I join?

Yes. You are welcome to visit us during opening hours and a member of the reception team will be happy to show you around.

If you would like to arrange a tour in advance, please email brookesactive@brookes.ac.uk

How do I become a member as a Pay As You Go user?

Log into your account using your registered email.

Go to “My Account”, select “Memberships” and choose “Add a membership now”. You will then be redirected to complete your purchase.

If you need any help, our reception team will be happy to assist you or you can email sportsmembership@brookes.ac.uk

Can I upgrade or downgrade my membership?

Changes to your membership must be requested by emailing sportsmembership@brookes.ac.uk

.Requests received by the 15th of the month will take effect from the 1st of the following month.

Can I restart an old membership?

If you have previously held a membership with us, you can log back into your account and purchase a new membership.

If you have forgotten your password, you can reset it using your registered email. If you have any issues, please contact sportsmembership@brookes.ac.uk

How do I cancel my membership?

Changed your mind?

All memberships are subject to a 14-day cooling-off period from the purchase date. To cancel your Membership and request a refund, you must email us via sportsmembership@brookes.ac.uk within 14 days.

If you have not used the facilities, you will receive a full refund. If you have used the facilities, a proportionate amount will be deducted.

Direct Debit Memberships

You may cancel your Direct Debit for your Monthly Membership at any time.

To stop the Direct Debit for the following month, you must cancel your instruction with your bank at least one working day before the 1st of the month.

No refunds are provided for "unused" portions of a month if you choose to cancel mid-month. Access will continue until the end of the period already paid for.

To cancel a Linked Membership while keeping the primary account active, you must email sportsmembership@brookes.ac.uk by the 15th of the month to take effect from the 1st of the following month.

Can I freeze my membership?

Membership freezes apply to Monthly Memberships only. Fixed-Term Memberships cannot be frozen for non-medical reasons.

Monthly memberships can be frozen free of charge up to two times in any 12-month period.

Each freeze must be for a minimum of one month and a maximum of four months. You must provide a minimum of 15 days’ written notice by emailing sportsmembership@brookes.ac.uk prior to the requested freeze start date (typically by the 15th of the month for a freeze commencing on the 1st).

Your Membership will automatically reactivate at the end of the agreed freeze period and Direct Debit payments will resume accordingly.

Monthly Memberships may be frozen for up to six months (or longer at our discretion) in the event of a medical requirement, pregnancy or a significant change in circumstance.

Fixed-Term Memberships cannot be frozen for personal reasons. However, we will apply an equivalent extension to the expiry date in cases of medical requirement or pregnancy.

To qualify for a medical freeze, you must provide Medical Evidence.
We reserve the right to request confirmation from a medical professional that you are fit to exercise prior to reactivation of your Membership.
A "significant change in circumstance" will be assessed at the discretion of our management team and may require supporting documentation.

What happens if my Direct Debit payment fails?

If a Direct Debit payment is unsuccessful, your access will be suspended until the outstanding balance is paid.

I have changed my bank account and pay by Direct Debit

To update your bank details, please complete the Update Bank Account Details Google Form.

If you make changes after the 15th of the month, your next payment may not update in time and you may need to make a manual payment.

I am an Oxford Brookes Student/Staff member will my membership stop when I leave Oxford Brookes University?

No. Your membership will continue until it is cancelled in line with our Terms and Conditions.

Brookes Sport & Active Wellness is a separate commercial business and your membership information is not linked to enrolment or employment records.

If you are leaving Oxford Brookes, please cancel your Direct Debit via your bank. We do not refund payments received.

I don’t have a UK bank account. Can I still join?

We cannot take Direct Debit payments from overseas bank accounts.

If you do not have a UK bank account, you can purchase short-term memberships and pay upfront by card.

Please speak to reception for further details or read about our short-term memberships on the relevant membership pages.

Please note that we do not accept Revolut accounts for Direct Debit memberships.

I don’t have a UK phone number. Can I still join?

If you do not have a UK phone number, you can use our reception number (01865 534100) during registration and select “home” instead of mobile.

We will then know that you do not have a UK phone number and not try to contact you this way.

Please contact us to update your details if you obtain a UK number later.

What do I do if I have forgotten my password?

Use the “Forgotten Password?” link on the booking website and follow the instructions using your registered email address.

My online account is locked. What should I do?

Please contact reception and we will unlock your account after completing security checks.

Email: headington.sport@brookes.ac.uk
Phone: 01865 53 4100

What do I do if I have lost something?

If you have lost an item, please speak to reception or contact us and we can check lost property for you.

Email: headington.sport@brookes.ac.uk
Phone: 01865 53 4100

We keep lost property items for up to 6 weeks.

How do I find you and what are your opening hours?

Full details on how to find us and parking arrangements.

Our Opening Hours. Please note we are closed on Bank Holidays and University Concessionary Days.

Cancellation Policy

Cancellation Policy for Activity Bookings (e.g. Fitness Class)

Users (excluding Members) must cancel bookings in line with the following:

Cancellations with a minimum of 24 hours’ notice before the scheduled start time are eligible for a full refund. All cancellation requests must be submitted in writing to sportsmembership@brookes.ac.uk
Cancellations with less than 24 hours’ notice but at least 4 hours before the scheduled start time may request a like-for-like transfer. Requests must be submitted in writing to sportsmembership@brookes.ac.uk
Cancellations under 4 hours’ notice are not eligible for transfers or refunds.

Members must cancel bookings in line with the following:

Cancellations can be made via the App, Book Online portal, or in writing to sportsmembership@brookes.ac.uk up to 20 minutes before the scheduled start time.
Failure to cancel or non-attendance may result in a charge.

Cancellation Policy for Facility Bookings (e.g. court and pitch bookings, excludes event and block bookings)

For Headington Facility bookings:

Cancellations must be made with a minimum of 24 hours in advance to qualify for a refund. All requests must be submitted in writing to sportsbookings@brookes.ac.uk and sportsmembership@brookes.ac.uk
Cancellations made within 24 hours of the booking are not eligible for a refund or rescheduling.

For Harcourt Hill 3G bookings:

Cancellations must be made 7 days in advance to qualify for a refund or reschedule. All requests must be submitted in writing to sportsbookings@brookes.ac.uk
No cancellations or reschedules are permitted outside this timeframe.

Cancellation Policy for Block Bookings and Events

A minimum of 28 days’ notice is required to cancel an event or block booking and this must be done in writing to sportsbookings@brookes.ac.uk
Refunds will not be issued to customers who cancel with less than 28 days’ notice. Repeated cancellations or speculative bookings may result in the refusal of future bookings, at the discretion of Brookes Sport & Active Wellness.