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Private Member Support Centre
How can we help you today?
Our three-step support journey is designed to resolve your query as efficiently as possible — from instant AI assistance through to a personalised response from our team.
Frequently Asked Questions
Quick answers to common member queries.
How do I upgrade or downgrade my membership tier?
Tier changes can be requested at any time and take effect from the start of the next billing cycle. Log in to the Member Portal under Account > Membership, or submit a request below selecting “Membership & Subscription”.
Can I freeze my membership temporarily?
Yes. Memberships may be frozen for a minimum of 1 month and a maximum of 3 consecutive months per calendar year. A freeze request must be submitted at least 7 days before your next billing date to avoid the upcoming charge.
What is the cancellation notice period?
We require 30 days written notice to cancel. Cancellations submitted via this portal take effect from the billing cycle following the notice period. Annual memberships may be eligible for a pro-rata refund — see our Refund Policy for details.
When is my membership fee charged each month?
Your fee is charged on the same calendar date each month (or annually, depending on your plan). You can view your next billing date in the Member Portal under Account > Billing History.
How do I update my payment method or card details?
Duplicate charges can occasionally occur during payment gateway processing. Please submit a Billing & Payments request with your membership number and the charge date. We will investigate and issue a refund within 3–5 business days if confirmed.
How do I upgrade or downgrade my membership tier?
Tier changes can be requested at any time and take effect from the start of the next billing cycle. Log in to the Member Portal under Account > Membership, or submit a request below selecting “Membership & Subscription”.
Can I freeze my membership temporarily?
Yes. Memberships may be frozen for a minimum of 1 month and a maximum of 3 consecutive months per calendar year. A freeze request must be submitted at least 7 days before your next billing date to avoid the upcoming charge.
What is the cancellation notice period?
We require 30 days written notice to cancel. Cancellations submitted via this portal take effect from the billing cycle following the notice period. Annual memberships may be eligible for a pro-rata refund — see our Refund Policy for details.
When is my membership fee charged each month?
Your fee is charged on the same calendar date each month (or annually, depending on your plan). You can view your next billing date in the Member Portal under Account > Billing History.
How do I update my payment method or card details?
Duplicate charges can occasionally occur during payment gateway processing. Please submit a Billing & Payments request with your membership number and the charge date. We will investigate and issue a refund within 3–5 business days if confirmed.
Submit a Request
If you still need help, submit a support request and our team will assist you.
Need urgent help?
Reception is open daily 7am – 10pm.