Frequently Asked Questions

Account Access

How do I log in?

• Select ‘Login’ in the top right hand side of the PARC website, or navigate to https://peninsulaleisure.perfectmind.com/
• Enter your email address and password
• If you have not logged in before and you ARE A MEMBER – select ‘Forgot Password’ down the bottom
• If you have not logged in before and you ARE A CASUAL VISITOR/NON-MEMBER – select ‘Signup’ up the top
• VIEW HOW TO VIDEO: https://www.youtube.com/watch?v=j66jazgBPxY 

Why won’t it recognise my email?

Sometimes the system does not recognise email addresses. For members with an existing account, it is important that you use the email address you have registered with us (use the email address that you receive your emails from PARC). If you need assistance please complete the form below on this website. 

I’ve forgotten my password

No worries. Simply select the ‘FORGOT PASSWORD’ option, and enter the email address you have registered with us (use the email address that you receives your emails from PARC). If you need assistance please please complete the form below on this website. 

What if I don’t have an email address?

In order to manage your membership online via our Xplor Customer Portal, you will need to have a valid email address. If you do not have an email address, that is fine, you can still be a member and customer of PARC, but you will need to book into classes via Reception / in person.

Why does my Customer Portal have Peninsula Leisure at the top?

Peninsula Leisure is the management company that operate PARC and Pines outdoor pool.

What is a Primary Account Holder?

One of the key benefits of Xplor Recreation Customer Portal is that we can now link family members under the one account. For example, a Full Access member who is a parent of a PARC Swim lessons student/member can manage both memberships under the one log in. In order to do this, you first must select and set the Primary Account holder, and then link all your family members underneath.

This something we need you to do in Centre at Reception, or over the phone, in the first instance. This is to ensure your data is protected, and we are not creating duplicate contacts under your Account. To utilise this feature, please see us at PARC Reception, or complete the form at the bottom of the page. Please select ‘Linking family members in one account’ from the field: What do you need help with?’.

What if I share an email address?

Family members can share the email address of the Primary Account Holder. For example, a mum or dad can be the Primary Account Holder and their PARC Swim child can all have the same email address. You will need to designate the Primary Account Holder with us in Centre, or via the form below, but then you can both log in with the same user name (email) and password.

How do I add a family member?

• To link accounts and family members in Xplor, simply visit us in Centre, or complete the form below, and we will action that request for you! Please select ‘Linking family members in one account’ from the field: What do you need help with?’.
• VIEW HOW TO VIDEO: https://www.youtube.com/watch?v=KX7JYVh0juA

Account Financials

Why has my account been debited?

Active PARC memberships are charged on a fortnightly direct debit. This payment date is set fortnightly from the date you purchased your membership with us.

How do I update my direct debit details?

You will first need to be the Primary Account holder, and logged in to the Customer Portal to do this.

• Log in by selecting ‘Login’ in the top right hand side of the PARC website, or navigate to https://peninsulaleisure.perfectmind.com/
• Enter your email address and password
• This will take you to your ‘My Info’ page
• From here, scroll down until you can see Finance Info
• Expand this section by clicking the arrow
• Here you can update your direct debit details, noting that any information entered is tokenised for security purposes
• Click +New to add new credit card or bank account details, including adding a new card with an updated expiry date.
• Please ensure you save your edits before exiting the screen
• If you need to edit current account details, or change your default payment method, click the saved payment method to update, then click Edit.
• Please ensure any NEW account details you add are marked as the default to be used.

How do I pay off my outstanding debt?

Your Customer Portal allows you to see upcoming invoices and any outstanding debt.

To pay off over due invoices, you will first need to be the Primary Account holder, and logged in to the Customer Portal to do this.

• Log in by selecting ‘Login’ in the top right hand side of the PARC website, or navigate to https://peninsulaleisure.perfectmind.com/
• Enter your email address and password
• This will take you to your ‘My Info’ page
• From here, at the top you will see ‘Invoices’, click on this button and you will be taken to your invoices screen
• You can then tick on the invoices that have not been paid and select ‘Make Payment’ at the top
• A payment window will open, which you can fill out with your credit card details and complete your payment
• You can return to the Invoices screen anytime you would like to see upcoming payments

Why am I being charged the wrong amount?

If you are charged a different fee than what you think you should be charged via the online booking process, it means that the requirements for the membership or service you are trying to purchase do not match what we know about you. Before contacting us, please confirm all your account details are correct, including that we have your correct date of birth. If trying to book a service, check your membership is active. Check that the details of the membership or service you are trying to purchase is the correct product. If you are still having issues, please contact our friendly customer experience team on 9781 8444 or speak to us in Centre.

Can I see my billing history?

• Yes, login to the Customer Portal https://peninsulaleisure.perfectmind.com/
• Select ‘My Info’
• Once you are in your customer view, go to Invoices in the top menu.

Membership

How do I purchase a Full Access membership?

VIEW HOW TO VIDEO: https://www.youtube.com/watch?v=N8P3ilW14ro

You can do so in Centre by chatting to one of our friendly team, or, if you wish to buy your membership online:

• Log in or create an account via this link: https://peninsulaleisure.perfectmind.com/
• Along the top, hover over Buy, and then “Buy a Membership”
• This will take you to all the online memberships you can purchase.
• You will see ‘Full Access Membership Fortnightly’. This is our ongoing Full Access membership.
• Click on the tile for Full Access membership
• This will take you to the list of benefits. Ensure your name is ticked. Tick Continue down the bottom.
• From here, please let us know how you heard about us, and agree to our Membership Terms & Conditions.
• Tick “I agree to the membership terms and conditions”
• The select ‘Add to cart’
• This will open up a Payment method window. Add your credit card details.
• Check your Order Summary, then when you are happy to continue, click on ‘Place My Order’. Yay, you are done!
• When you return to your ‘My Info’ tab, you will be able to see your membership is there in GREEN at the top of your profile.
• After you buy your membership online, the first time you visit PARC, you will need to see the team at Reception to collect your access wrist band and parking permit.
• We also strongly encourage all new members who joined via our online portal to book a Click & Collect Membership Appointment. This gives us the chance to get to know you, and make sure you are aware of all the benefits you have access to as a member.
• To book a Click & Collect Membership Appointment, please go to ‘Book’ in your Customer Portal, then ‘Book a Sales Tour of PARC’.
• Select ‘Click & Collect Online memberships’ from the list. Click ‘Choose’.
• Choose Peninsula Aquatic Recreation Centre (PARC) as your location. Click ‘Choose’.
• Select Sales Consultant. Click ‘Choose’.
• Choose a Date & Time that suits you. The Click & Collect Membership Appointment will take around 20minutes, and we will give you all the information and access you need as part of your membership benefits.
• Once you have chosen a Date & Time,  you will be taken to a new screen to confirm and ‘BOOK TOUR’.
• Ensure your name is ticked, then click ‘Next’.
• Complete your order. As you are already a member, this will be a $0 transaction.
• Come on down on your confirmed day and time, we can’t wait to welcome you!

If you wish to buy your membership in Centre:

• We recommend you book a time and tour with a Sales Consultant. You can book a tour of PARC by calling us on 9781 8444, or book in via your Customer Portal.
• Simply log in, go to Book, then ‘Book a Sales Tour of PARC’
• Need more help deciding which membership is best for you? Fill out enquiry form and a friendly team member will be in touch!

How do I purchase an Aquatic Access membership online?

VIEW HOW TO VIDEO: https://www.youtube.com/watch?v=N8P3ilW14ro

• You can do so in Centre by chatting to one of our friendly team, or, if you wish to buy your membership online:
• Log in or create an account via this link: https://peninsulaleisure.perfectmind.com/
• Along the top, hover over Buy, and then “Buy a Membership”
• This will take you to all the online memberships you can purchase.
• You will see ‘Aquatic Access Membership Fortnightly’. This is our ongoing Aquatic Access membership.
• Click on the tile for Aquatic Access membership
• This will take you to the list of benefits. Ensure your name is ticked. Tick Continue down the bottom.
• From here, please let us know how you heard about us, and agree to our Membership Terms & Conditions.
• Tick “I agree to the membership terms and conditions”
• The select ‘Add to cart’
• This will open up a Payment method window. Add your credit card details.
• Check your Order Summary, then when you are happy to continue, click on ‘Place My Order’. Yay, you are done!
• When you return to your ‘My Info’ tab, you will be able to see your membership is there in GREEN at the top of your profile.
• After you buy your membership online, the first time you visit PARC, you will need to see the team at Reception to collect your access wrist band and parking permit.
• We also strongly encourage all new members who joined via our online portal to book a Click & Collect Membership Appointment. This gives us the chance to get to know you, and make sure you are aware of all the benefits you have access to as a member.
• To book a Click & Collect Membership Appointment, please go to ‘Book’ in your Customer Portal, then ‘Book a Sales Tour of PARC’.
• Select ‘Click & Collect Online memberships’ from the list. Click ‘Choose’.
• Choose Peninsula Aquatic Recreation Centre (PARC) as your location. Click ‘Choose’.
• Select Sales Consultant. Click ‘Choose’.
• Choose a Date & Time that suits you. The Click & Collect Membership Appointment will take around 20minutes, and we will give you all the information and access you need as part of your membership benefits.
• Once you have chosen a Date & Time,  you will be taken to a new screen to confirm and ‘BOOK TOUR’.
• Ensure your name is ticked, then click ‘Next’.
• Complete your order. As you are already a member, this will be a $0 transaction.
• Come on down on your confirmed day and time, we can’t wait to welcome you!
• If you wish to buy your membership in Centre:
• We recommend you book a time and tour with a Sales Consultant. You can book a tour of PARC by calling us on 9781 8444, or book in via your Customer Portal.
• Simply log in, go to Book, then ‘Book a Sales Tour of PARC’
• Need more help deciding which membership is best for you? Fill out enquiry form and a friendly team member will be in touch!

How do I purchase a PARC Swim membership online?

See PARC Swim Frequently Asked Questions.

How do I suspend my PARC membership?

• VIEW HOW TO VIDEO: https://www.youtube.com/watch?v=EEiYicIO180 
• Login to the Customer Portal: https://peninsulaleisure.perfectmind.com/
• Hover over ‘Enquire’
• Select ‘Request to suspend my membership’ from the drop down
• This will take you to a form on the PARC website
• Complete the form and submit
• A member of our Customer Experience Team will be in touch to action this for you
• Website suspension link: https://parc.peninsulaleisure.com.au/membership/suspend-membership/

How do I cancel my PARC membership?

• VIEW HOW TO VIDEO: https://www.youtube.com/watch?v=EEiYicIO180 
• Login to the Customer Portal: https://peninsulaleisure.perfectmind.com/
• Hover over ‘Enquire’
• Select ‘Request to cancel my membership’ from the drop down
• This will take you to a form on the PARC website
• Complete the form and submit
• A member of our Customer Experience Team will be in touch to action this for you
• Website cancellation link: https://parc.peninsulaleisure.com.au/membership/cancel-my-membership/

Group Exercise

⭐️ Scan your band to check in for your class! ⭐️ Please remember to scan your band at the gate to confirm your attendance to the class.

How do I view the Group Exercise timetable?

To access the Group Exercise Timetable and to book in, you can visit the website here: https://parc.peninsulaleisure.com.au/classes/book-a-class/ Or just go straight to your Customer Portal by visiting: https://peninsulaleisure.perfectmind.com/ from your browser.

• Login to the Customer Portal https://peninsulaleisure.perfectmind.com/
• Hover over ‘Book’
• Select ‘Book a Group Exercise class’ from the drop down
• From here you can navigate to Aquatic Classes, Fit Reformer Pilates Classes, Group Exercise Classes (general) or Virtual. You can also set the Filters on the left-hand side to see what is coming up across all four of these areas.

How do I book a Group Exercise class online?

VIEW HOW TO VIDEO for MEMBERS: https://www.youtube.com/watch?v=MdyFBHGJijc

VIEW HOW TO VIDEO for NON-MEMBERS: https://www.youtube.com/watch?v=cID01iHSsOk

• Login to the Customer Portal https://peninsulaleisure.perfectmind.com/
• Hover over ‘Book’
• Select ‘Book a Group Exercise class’ from the drop down
• From here you can navigate to Aquatic Classes, Fit Reformer Pilates Classes, Group Exercise Classes (general) or Virtual. You can also set the Filters on the left hand side to see what is coming up across all four of these areas.
• Find your class.
• Select ‘BOOK NOW’
• This will take you to a page with further information on this class and format. Select ‘BOOK NOW’ again. Members can book in 3 days in advance, non-members can book 2 hours in advance.
• Tick the family member you would like to book into this class. Select Next.
• Confirm the payment type – if you are a member, this will be free. If you are a non-member, you will be charged a casual entry fee for this class. Select Next.
• Place your order to book in and finalise. You will be taken to a ‘Thank you’ page so that you know you are all booked in!
• A confirmation email will also be sent to you (note – we will no longer be sending SMSs via this new platform).

How do I book a Group Exercise class in-Centre?

• We encourage all members to have a Customer Portal account, and to book their Group Exercise classes online.
• If you are unable to access your account, you are welcome to come on into PARC and visit the friendly team at Reception. Members can book in 3 days in advance, non-members can book 2 hours in advance.
• If you are a non-member, you can create an Xplor account yourself via https://peninsulaleisure.perfectmind.com/ by selecting ‘Signup’ up the top. Once your account is created, you can navigate to the Timetable and book in. You will be charged a non-member casual entry fee at checkout to confirm your spot.

How do I cancel/withdraw from a Group Exercise class?

VIEW HOW TO VIDEO: https://www.youtube.com/watch?v=JNA2fpQ7ekA

Please do this as early as possible to ensure your spot is available for other members.

• Login to the Customer Portal https://peninsulaleisure.perfectmind.com/
• You will land on the ‘My Info’ view
• Scroll down to ‘Schedules’
• Select the small arrow on the left hand side to expand the section. You will be able to see a Calendar of your upcoming classes.
• On the right hand side you will be able see the word ‘Actions’.
• Click on ‘Actions’ in the far-right hand column for the class  you wish to cancel.
• Select ‘Withdraw’ (note – withdraw means to cancel from the class, you are withdrawing).
• A box will appear that asks you to confirm your withdrawal. Select ‘Withdraw’ to cancel out. (two clicks = successful withdrawal).
• A confirmation email will also be sent to you (note – we will no longer be sending SMSs via this new platform).

How do I check in for a Group Exercise class?

Every time you visit PARC you are required to enter by scanning your member band. In doing so, the class that you are booked in for within 4 hours of you scanning in, will mark you as having attended that class. That means you don’t need to check in separately. It is important to note that if you are booked in for a “double” (more than one classes) you will need to scan for each class to be marked as attended. One scan = one class marked as attended. 

It is crucial for our members to scan their membership bands at the reception gates for several reasons.

Firstly, scanning ensures accurate attendance records, enabling us to track participation in group fitness classes effectively. This not only aids in maintaining class capacity but also helps in updating the availability status for online bookings promptly. 

By marking attendance through the scanning process, members contribute to the smooth functioning of our facilities, ensuring that everyone can access their desired classes via our online booking system.

Additionally, it allows us to provide personalised services and tailor our offerings to better meet the needs of our members. Therefore, we encourage all members to make scanning their membership bands a routine practice upon entry to our facilities.

When can I book my class?

• Members Group Exercise: Bookings open 3 days and 2 hours before the class start time.  
• Non-member Group Exercise: Bookings open 2 hours before the class start time.  
• Creche: Bookings open 7 days before the session start time.  

Is there a waitlist? How does the waitlist work?

Yes, you will be able to waitlist for classes that are full.

• Each class has a set capacity. You can continue to book into that class as normal until it reaches it’s capacity.
• Once the class is full, the waitlist is activated.
• A maximum of 10 people can join the waitlist.
• You can book onto the waitlist in the same way that you book into the class, just follow the steps in the booking wizard.
• If someone cancels out of the class, the first person who booked onto the waitlist will receive an email that looks like this:
• You have 12 hours to respond by selecting either ‘Decline’ or ‘Confirm’ your spot.
• If you select ‘Decline’ within the 12 hour window, you will be removed from the waitlist, and the offer will go to the second/next person on the waitlist.
• If you select ‘Confirm’ within the 12 hour window, you will be added to the class and will receive a booking confirmation email.
• If you select ‘Confirm’ outside the 12 hour window, the links will no longer work, but you will remain on the waitlist and be cycled through to the top again as others confirm, decline or miss the 12 hour window.
• If you do nothing, you will stay on the waitlist and be cycled through to the top again as others confirm, decline or miss the 12 hour window.
• When you are on the waitlist:
  • It’s really important to keep an eye on your email inbox so you can confirm or decline your spot.
  • The class will not display in your Schedule until you are fully booked into the class.
  • You can also book into another class at the same time.
  • You cannot see which number you are on the waitlist.

What do I do if I no longer want to attend a class I have waitlisted for?

You cannot remove yourself from the waitlist until you receive an email asking you whether you would either like to ‘Decline’ or ‘Confirm’ Spot in the class. When this email comes through, you can then click ‘Decline’. You can still book into other classes even if you’re on a waitlist for your original class.

What happens if I cancel late?

We understand that sometimes life gets in the way and cancelling out of a class slips your mind. It’s really important to cancel out of a class as soon as you know you cannot attend. We ask that you cancel more than 2 hours before your class, to allow other members the opportunity to join the class. Please see below links to videos that show you how to cancel out of a class:
View step by step instructions HERE>>
View How To video HERE>>

We appreciate your cooperation in both scanning in at the turnstiles before every class, and cancelling early, to ensure as many members as possible can access our classes.

What happens if I’m late to class?

If you are late by 5 or more minutes, you will have likely missed the safety introduction and warm up. For your health and safety, you cannot attend the class.

Do I still use the MyPARC App to book Group Exercise classes?

No, there is no longer an App to book into Group Exercise classes. You can delete the MyPARC App from your mobile.

To access the Group Exercise Timetable and to book in, you can visit the website here: https://parc.peninsulaleisure.com.au/classes/book-a-class/ or just go straight to your Customer Portal by visiting: https://peninsulaleisure.perfectmind.com/ from your browser on your phone. You can save it as a favourite to improve access.

PARC Swim

How do I sign up to become a PARC Swim member?

You can sign up to swim lessons at PARC in three ways:

1. In Centre via Reception – just come on in
2. Over the phone – chat to one of our friendly team members
3. Do it yourself – via our online Customer Portal, Xplor Recreation.
   VIEW HOW TO VIDEO: https://www.youtube.com/watch?v=ha7Yj2YVS8w
   Follow these simple steps:

PARC Swim class availability varies on a day-to-day basis and spaces are allocated on a first come first served basis. If you are ready to proceed with booking your child into PARC Swim lessons, please follow these steps. Note – Our friendly staff can assist you over the phone with steps 2, 3 and 4 if required.

Step 1 – Contact our friendly customer experience team on 9781 8444 (press extension #3) to find out what level your student will be in and to discuss class availability.

Step 2 – Create your accounts on our Customer Portal, Xplor Recreation

Create an account for the Primary Account holder (parent/guardian of the student if under 18)

Add an account for your student as a family member of Primary account holder

Instructions:

• Go to https://peninsulaleisure.perfectmind.com
• Click Signup
• Add details for the Primary Account holder (parent/guardian if student is under 18)
• Create Account
• Click Add Family Member
• Add student’s details
• Submit

Step 3 – Once you have created an account for your child, we will then assign them the correct level in the system. This is something we need to do at our end, but all other steps of the membership process you can do yourself at home when it suits you.

Step 4  – Purchase a PARC Swim membership for your student online.

Instructions (after signing into client portal):

• Log in or create an account via this link: https://peninsulaleisure.perfectmind.com/
• Along the top, hover over Buy, and then “Buy a Membership”
• This will take you to all the online memberships you can purchase.
• You will see ‘PARC Swim Membership Fortnightly’.
• Click on the tile for PARC Swim membership
• This will take you to the list of benefits. Ensure your child’s name is ticked. Tick Continue down the bottom.
• From here, please let us know how you heard about us, and agree to our Membership Terms & Conditions.
• Tick “I agree to the membership terms and conditions”
• The select ‘Add to cart’
• This will open up a Payment method window. Add your credit card details.
• Check your Order Summary, then when you are happy to continue, click on ‘Place My Order’. Yay, you are done!
• When you return to your ‘My Info’ tab, you will be able to see your child’s PARC Swim membership is there in GREEN at the top of their profile.

Step 4 – Book your child/student into the correct level class online.

Instructions:

• Click Services in the main menu
• Click ‘Book ongoing PARC Swim lessons (membership required)’
• Search for correct level, and day and time that suits
• Click Book
• Select student’s name
• Click Next
• Place My Order (no additional payment required)

We’re also happy for you to come into centre where we can assist you with membership purchase and class booking in person.

If you wish to talk this through with one of our friendly team, please visit our website and complete the form https://parcfrankston.com.au/parc-swim/ A member of our team will then be in touch to find a time and day that suits you and book you in!

How do I connect my Full Access or Aquatic Access membership to my child’s PARC Swim membership?

Please refer to “What is a Primary Account Holder?” and “How do I add a family member?” under the Account Set Up Frequently Asked Questions.

• To link accounts and family members in Xplor, simply visit us in Centre, or complete the form below, and we will action that request for you! Please select ‘Linking family members in one account’ from the field: What do you need help with?’.
• VIEW HOW TO VIDEO: https://www.youtube.com/watch?v=KX7JYVh0juA

How do I view my swim lesson day and time?

• Login to the Customer Portal: https://peninsulaleisure.perfectmind.com/
• You will land on the ‘My Info’ view
• From the client list, select the child you wish to see lesson details for.
• Scroll down to ‘Schedules’.
• Click the little arrow on the left hand side to expand the calendar.
• You should now see the class times.
• From here you can move between multiple students, by clicking the names of your linked children.

How to I change my swim lesson day or time ongoing?

• Login to the Customer Portal: https://peninsulaleisure.perfectmind.com/ and follow these details instructions.
• Please call 9781 8444 or email parcswim@parcfrankston.com.au if you need support.

How to I change my swim lesson day or time as a one off make up?  How do I book a make up lesson?

• Please note that we are not currently offering make up lessons.
• If your child is not able to attend their lesson, please suspend the membership on that day. It is really important you do it on the day of the lesson, or before, as suspensions are for 1 week at a time and we don’t want you to miss the next week’s lesson too!
• Suspend via this form

How do I see what competencies are required at each level?

At this point, you cannot see this via the Customer Portal, but you can do so via our website HERE.

How do I view progression and progression history?

• Login to the Customer Portal: https://peninsulaleisure.perfectmind.com/
• You will land on the ‘My Info’ view
• From the client list, select the child you wish to see lesson details for.
• Scroll down to ‘Student Skill Assessment’
• You should be able to see all skills and when they were updated.
• If the area is blank, they are yet to be assessed for progression. Assessments happen once a term.

How do I suspend my PARC Swim membership?

• PARC Swim members receive 8 weeks suspension as part of your membership benefits, with a maximum of 4 weeks at a time.
• VIEW HOW TO VIDEO: https://www.youtube.com/watch?v=EEiYicIO180 
• Login to the Customer Portal: https://peninsulaleisure.perfectmind.com/
• Hover over ‘Enquire’
• Select ‘Request to suspend my membership’ from the drop down
• This will take you to a form on the PARC website
• Complete the form and submit
• A member of our Customer Experience Team will be in touch to action this for you
• PARC Swim suspension link: https://parc.peninsulaleisure.com.au/membership/suspend-membership/

How do I cancel my PARC Swim membership?

• VIEW HOW TO VIDEO: https://www.youtube.com/watch?v=EEiYicIO180 
• Login to the Customer Portal: https://peninsulaleisure.perfectmind.com/
• Hover over ‘Enquire’
• Select ‘Request to cancel my membership’ from the drop down
• This will take you to a form on the PARC website
• Complete the form and submit
• A member of our Customer Experience Team will be in touch to action this for you
• PARC Swim cancellation link: https://parc.peninsulaleisure.com.au/membership/cancel-my-membership/

Casual Entry

Can a non-member create a Customer Portal Account?

Yes, absolutely! If you are a non-member, you can create an Xplor account yourself via https://peninsulaleisure.perfectmind.com/ by selecting ‘Signup’ up the top. Once your account is created, you can navigate to the Creche schedule and book in (once enrolled annually, see Creche FAQs tab), or choose a group exercise class. You can book and pay casually for the classes you want! Note – if you are having trouble logging in, we may already have your email in the system. Please email info@parcfrankston.com.au for help.

VIEW HOW TO VIDEO: https://www.youtube.com/watch?v=ady-15ZuQls

How do I book a casual entry to the gym?

You do not need to book to attend the gym. Please just come to PARC, come to Reception, and pay your casual entry fee.

How do I book a casual entry to a group exercise class?

You can either do this online, or come into Centre and do it with a member of our team at Reception. Note – Non-members can only book 2 hours in advance of a class in order to save spaces for PARC members.

• Login to the Customer Portal (or create a profile using the steps above)
• Hover over ‘Book’
• Select ‘Book a Group Exercise class’ from the drop down
• From here you can navigate to Aquatic Classes, Fit Reformer Pilates Classes, Group Exercise Classes (general) or Virtual. You can also set the Filters on the left hand side to see what is coming up across all 4 of these areas.
• Find your class.
• Select ‘BOOK NOW’
• This will take you to a page with further information on this class and format. Select ‘BOOK NOW’ again.
• Tick the family member you would like to book into this class
• Confirm the payment type – if you are a member, this will be free. If you are a non-member, you will be charged a casual entry fee for this class.
• Place your order.
• A confirmation email will be sent.
• Text messages are not sent from Xplor Recreation.
• VIEW HOW TO VIDEO for NON-MEMBERS: https://www.youtube.com/watch?v=cID01iHSsOk

Once I’ve booked my casual entry what do I need to do at the Centre?

Just come on up to Reception and state your name, or show us your booking on your screen. We will check you in.

How do I book a casual aquatic entry?

You do not need to book to use our pools. Please just come to PARC, come to Reception, and pay your casual entry fee. Note – there are peak periods of usage for PARC Swim lessons, school groups and Aquatic classes so pools may be impacted. View our lap lane availability here: https://parc.peninsulaleisure.com.au/our-centre/#main-pool-availability

How do I buy multi-visit passes?

We offer visit passes for the Aquatic areas, Full Centre access, and Personal Training.

• Login to the Customer Portal (or create a profile using the steps above)
• Hover over ‘Buy’
• Select ‘Buy visit passes’ from the drop down.
• From here you can see which visit passes are available, noting Concession options must be purchased in Centre so we can sight your Concession card on purchase.
• Find your visit pass option, and click on the correct tile.
• This will take you to a page with further information on the visit pass option.
• Tick the family member you would like to purchase these visit passes for.
• Select ‘Buy Now’.
• Confirm the payment method, complete your credit card details.
• Place your order.
• A confirmation email will be sent.
• Text messages are not sent from Xplor Recreation.

How do I book a casual entry for school holidays?

Splashy McSplashtown is our famous giant inflatable obstacle course that we get wet most School Holidays. Splashy bookings will also be done through Xplor. As we get closer to the next School Holidays we will update these instructions with how to book and cancel your Splashy bookings. Make sure you have an account set up and ready to go in advance! Note – Splashy will not be the pool for the next School Holiday Program (June/July 2023).

Can I book a casual entry to Pines Forest Aquatic Centre?

No need – just come on down and pay at Pines reception! You can also purchase multi-visit passes for Pines.

What is the PARC Creche enrolment process?

1. At the start of each calendar year, children must be (re)enrolled in PARC Creche.
2. Enrolment forms are available at PARC Reception, Creche or via this link: https://parc.peninsulaleisure.com.au/about/creche/
3. Please complete the form and return it to the Centre a minimum of 3 business days prior to your first booking, along with the following paperwork to ensure your child can access the Creche:
   • Completed enrolment form with all sections fully completed;
   • Printed copy of current Immunisation History Statement available from your MyGov account;
   • Printed copy of any Current Management Plan/s (Asthma, Anaphylaxis or Allergic Reactions) (if required);
   • Printed copy of any Current Court Order (if required).

Once we have all your paperwork, we will add Creche booking access to your Xplor Recreation Customer Portal. This means you can then login to your account at anytime, and book your Creche sessions up to 7 days in advance. As an added bonus, you can select all your sessions and pay for them in one transaction, saving you time!

How do I view the Creche booking schedule?  

• Login to the Customer Portal https://peninsulaleisure.perfectmind.com/
• Hover over ‘Book’
• Select ‘Book a Creche session’ from the drop down
• Here you can see all the upcoming Creche sessions. You can book 7 days in advance.

How do I book a Creche session online?

VIEW HOW TO VIDEO: https://www.youtube.com/watch?v=I8SmNzx-Eck

You first must have completed the paperwork enrolment process, see ‘What is the PARC Creche enrolment process?’ above. Once this is all set up for you (you only need to do that once a year!) follow these steps:

• Login to the Customer Portal https://peninsulaleisure.perfectmind.com/
• Hover over ‘Book’
• Select ‘Book a Creche session’ from the drop down
• Find your session
• Select ‘BOOK’
• This will take you to a page with further information on this class and format. Select ‘BOOK’ again. Members can book in 7 days in advance.
• Tick the family member you would like to book into this session. Select Next.
• Confirm the payment type.
• “Place your order” to book in and finalise. You will be taken to a ‘Thank you’ page so that you know you are all booked in! You can also add other sessions to your Cart and pay all at once.
• A confirmation email will also be sent to you.

How do I book a Creche session in-Centre?

You first must have completed the paperwork enrolment process, see ‘What is the PARC Creche enrolment process?’ above. Once this is all set up for you (you only need to do that once a year!) follow these steps.

• We encourage all members to have a Customer Portal account, and to book their Creche sessions online.
• If you are unable to access your account, you are welcome to come on into PARC and visit the friendly team at Reception. Members can book in 7 days in advance. Mutli-visit passes are no longer available.
• If you are a non-member, you can create an Xplor account yourself via https://peninsulaleisure.perfectmind.com/ by selecting ‘Signup’ up the top. Once your account is created, and you have completed the full creche enrolment process above, you can navigate to the Creche schedule and book in. Non-members are charged a non-member rate for Creche bookings.

How do I cancel/withdraw from a Creche session?

VIEW HOW TO VIDEO: https://www.youtube.com/watch?v=fvRGsO8mHSA

Please do this as early as possible to ensure your spot is available for other children.

• Login to the Customer Portal https://peninsulaleisure.perfectmind.com/
• You will land on the ‘My Info’ view
• Scroll down to ‘Schedules’
• Select the small arrow on the left hand side to expand the section. You will be able to see a Calendar of your upcoming classes and bookings
• Select ‘Switch to List View’ so you can see the word ‘Actions’ on the right hand side
• Find the session you would like to withdraw from
• Click on ‘Actions’ in the far-right hand column. Options will appear.
• Select ‘Withdraw’ from those options.
• A box will appear that asks you to confirm your withdrawal. Select ‘Withdraw’ to cancel out of that session.
• If you have multiple bookings/children, you will need to do this for all bookings/children.
• If you have also booked a Group Exercise class, you will need to withdraw from that following the same process.
• You will receive a credit on your account if you do this more than 1 day in advance.
• A confirmation email will also be sent to you.

How do I book into a Personal Training session at PARC?

At PARC we have three options for Personal Training:

1. Our Kickstart package which includes 3 x 60minute Personal Training sessions at a discounted rate (can only be purchased once),
2. Casual single visit personal training sessions, OR
3. An ongoing direct debit option that means your weekly Personal Training session is automatically debited from your account fortnightly. This is less admin for you, and for us, so we strongly encourage direct debit Personal Training.

• If you are new to Personal Training at PARC, and don’t have a personal trainer yet, please start by completing the form on this page so we can match you with the trainer that suits your needs, motivations and availability: https://parcfrankston.com.au/health-club/personal-training
• If you already have a personal trainer, discuss with them how often you would like to train and the duration of the sessions. You can then either purchase a casual personal training session or a personal training membership. Once this has been purchased, your personal trainer will book you in for your first session.

How do I buy a Personal Training casual session?

• If you are new to Personal Training at PARC, and don’t have a personal trainer yet, please start by completing the form on this page so we can match you with the trainer that suits your needs, motivations and availability: https://parc.peninsulaleisure.com.au/gym/personal-training/
• Log in or create an account via this link: https://peninsulaleisure.perfectmind.com/
• If you have a personal trainer follow the steps below
• Along the top, hover over Buy, and then click Buy PT or Nutrition Passes
• This will take you to all the casual PT sessions you can purchase
• Click on the casual PT session you would like to purchase
• Click Continue
• This will open up a Payment method window. Add your credit card details.
• Check your Order Summary, then when you are happy to continue, click on ‘Place My Order’. Yay, you are done!
• When you return to your ‘My Info’ tab, you will be able to see your casual PT session in GREEN at the top of your profile.

How do I sign up to a Personal Training membership?

• Log in or create an account via this link: https://peninsulaleisure.perfectmind.com/
• If you are new to Personal Training at PARC, and don’t have a personal trainer yet, please start by completing the form on this page so we can match you with the trainer that suits your needs, motivations and availability: https://parc.peninsulaleisure.com.au/gym/personal-training/
• Once you have been matched with a personal trainer and you have you discussed when your first session will be you can purchase your PT Membership (You must have a Full Access Membership to purchase a PT membership).
• Along the top, hover over Buy, and then “Buy a Membership”
• This will take you to all the online memberships you can purchase.
• Click on the tile you want to purchase
• Ensure your name is ticked. Tick Continue down the bottom.
• From here, please let us know how you heard about us, and agree to our Membership Terms & Conditions.
• Tick “I agree to the membership terms and conditions”
• The select ‘Add to cart’
• This will open up a Payment method window. Add your credit card details.
• Check your Order Summary, then when you are happy to continue, click on ‘Place My Order’. Yay, you are done!
• When you return to your ‘My Info’ tab, you will be able to see your membership is there in GREEN at the top of your profile.

How do I reschedule my Personal Training session at PARC?

Please give your personal trainer 24 hours notice if you need to reschedule your personal training session. This is done directly through your personal trainer and they will adjust your booking.

How do I cancel my personal training membership?

You must give 2 weeks notice to cancel your personal training membership. Please fill out this FORM and communicate with your trainer that you are cancelling your membership.

How do I sign up for Small Group Training at PARC?

We offer a Small Group Training membership, which includes one 60minute Group Personal Training session (maximum of 5 people per session) each week. This option provides cost effective personal training, is available to Full Access members only. To sign up, simply complete this form and a member of our Health & Fitness team will be in touch: https://parcfrankston.com.au/health-club/small-group-training/

How do I purchase a Nutrition consultation?

• If you are new to Nutrition Coaching at PARC, please start by completing the form and we will be in contact with you ADD LINK
• Log in or create an account via this link: https://peninsulaleisure.perfectmind.com/
• Along the top, hover over Buy, and then click Buy PT or Nutrition Passes
• This will take you to all the casual sessions you can purchase
• Click on the casual Nutrition Coaching session you would like to purchase
• Click Continue
• This will open up a Payment method window. Add your credit card details.
• Check your Order Summary, then when you are happy to continue, click on ‘Place My Order’. Yay, you are done!
• When you return to your ‘My Info’ tab, you will be able to see your casual PT session in GREEN at the top of your profile.

What is this red message?

This red message means that what you want to do, doesn’t match what we know about you.

When you go online to book into a class, purchase a membership, or select a Creche session, Xplor Recreation looks at your account and determines if you are allowed to proceed. If the path you are going down does not match, this message will appear. This is most common when:

1. You are trying to book a child into Creche but we have not completed the paper enrolement process first – see Creche Frequently Asked Questions tab.
2. You are trying to buy a membership with age restrictions. For example, you are trying to buy an Active Life (Over 60s) Membership, but your date of birth has you at 21.
3. You are trying to book into a Group Exercise class but it is outside the booking window – members can book 3 days in advance, non-members can book 2 hours in advance.
4. You are trying to book your child into a Creche under 3 session when they are over 3 (or vice versa).
5. You are trying to buy a membership which has a pre-requisite eg to purchase a personal training membership you must be a current Full Access member.
6. You are trying to book into a class when your membership is on suspension.

Why are concession prices not displayed?

At present, all Concession options must be purchased in Centre so we can sight your Concession card on purchase. We re working to automate this in the system.

We also require memberships with special requirements – for example Active Kids, Active Teen or Active Youth – to be purchased in Centre, along with any third party memberships.

Who to contact?

If you are having trouble, please complete the form below and one of our friendly team will be right back to help you.

We will also have a help desk set up in the Foyer for the first fortnight after “go live” on 31 January, to ensure you have the support you need.