terms and conditions
Terms and Conditions
Go-Families. You have made a great choice by joining up to our clubs and classes.
Here is some information to make the most of your time at the club along with our company policies, terms and conditions;
Use of the Club and Facilities
All guests must sign up for a family account.
All children under 12 years must be accompanied by an appropriate adult unless booked onto a scheduled holiday programme.
You must comply with our club rules in force from time to time which relate to our opening hours, use of our facilities and your conduct.
Instructors and classes may be subject to change at any time where necessary.
We reserve the right to refuse you access to the club and suspend or terminate your use of the services if we reasonably consider that your conduct is damaging to our reputation, is in breach of these conditions or such refusal would otherwise be in the interests of other users of the studios or our customers. You will not be entitled to any refund in such circumstances.
The Company may at any time close the club’s premises or any part thereof, without notice, in order to; execute repairs, alterations, accommodate external events, re-decorations or otherwise, to facilitate club events, programmes or on certain holidays
Customers are requested to arrive for their booked clubs and classes in good time. You may be refused entry if you are late for a class, or we may ask you to leave a class if we feel safety or enjoyment is in jeopardy.
Proper attire, as determined by the Company, must be worn in the studios and swimming pool. Customers are requested to wear, at all times, appropriate clean footwear in the fitness areas and must adhere to the no shoe areas on the poolside. Appropriate attire must be worn in the restaurant and co-work spaces.
All children must be supervised in the play areas of the club and you must overserve and comply with the safety notices in these areas.
We operate a strict double nappy policy in the swimming pool and we also request that no food or drink is consumed one hour prior to a swimming lesson or aquatic activity.
Except for service dogs, pets are not allowed in the club. Smoking is not permitted anywhere in the Club or outside the front entrance of the building. Only food purchased from the club should be consumed within the club. Eating and drinking on the poolside is strictly prohibited.
Your Family Account
To enable you to book any club or class, you will be required to create a family account and are responsible for keeping all information within this area up to date with your contact details and any relevant medical information.
In creating this account you will be provided with access to get entry into the club and you will be able to book any activity within the club.
All information within your account is stored in line with our data protection policy and will not be shared with any third parties without your consent.
It is not essential that you purchase a family card, however this will provide you with a number of added value benefits within the club.
You will be charged by direct debit for your family card annually and this will automatically renew on the anniversary of the card purchase. You will be notified of your renewal no less than 30 days prior to its expiry and are able to cancel this subscription in line with the cancellation policy outlined in this document.
Family card benefits are published on our website and we reserve the right to change or amend these from time to time.
One family card is for 2 adults, one additional named carer and up to 4 children within the same household.
Class Pack Credits
Class pack credits are required to book all clubs and classes that are not classified as ‘academies’ or co-working.
Class packs are purchased for an individual and not transferable to another family member unless approved by the Company.
Class pack credits can be purchased via our website or app.
To book a class, you must have at least one credit available to use. Unless otherwise specified at the time of booking, one credit entitles you to attend one class. In some instances, we may require two or more credits from you to attend one special class and in these cases, this will be specified to you at the time of booking.
Any discounted class pack credits are subject to the terms at the time of offer.
A single class will expire in 2 weeks.
A class pack of 5 credits will expire 8 weeks from purchase.
A class pack of 10 Credits will expire 16 weeks from purchase.
A class pack of 25 Credits will expire 38 weeks from purchase.
If your credits form part of an unlimited membership, these are payable via direct debit and you can cancel your membership under the cancellation policy outlined in this document.
Expiry means that from the expiry date, you will not be entitled to use an expired credit to book a class. You will not be entitled to receive any refund in relation to any expired credits.
If you use a class credit to book a class and do not show up for that class, the class credit will be deemed used and is non-refundable.
Academy Bookings and Payments
Academies are classed as all weekly programmes including swimming lessons, dance and martial arts.
Lessons are booked on a weekly basis for 44 weeks of the year excluding 2 weeks at Christmas, 2 weeks at Easter and 4 weeks during the month of August.
Exclusion dates are published one calendar year in advance.
You will be charged monthly via direct debit and on the anniversary of your first booking. Your first month will be taken in advance.
You are able to cancel your subscription under the cancellation terms outlined in this document.
Bookings are not confirmed until payment has been received. You will always be provided with a confirmation of your booking via email.
Our co-work space is available from Monday – Friday 8.30am – 5.30pm excluding bank holiday dates.
To use this space you will be charged monthly via direct debit and on the anniversary of your first booking.
Desks are booked through our booking system and in 2 hourly blocks.
You are able to cancel your subscription under the terms outlined in this document.
Pay-As-You-Go is available only to Family Card holders
Spaces are available on a first come – first served basis.
Partner Clubs and Classes
We work with a carefully selected number of partners to deliver some clubs and classes.
Please refer to our website for details of such partners along with their relevant booking and cancellation policies.
The Company holds no liability for these classes, their payments or the delivery of the programmes.
If you attend these classes, you must still create a family account to gain access to the club and you agree to the terms outlined in this document.
Fees and Charges
All class prices are advertised on our website.
We reserve the right to increase any fees.
If you are booked into an academy programme you will be given no less than 60 days notice of any price increase.
You may terminate your academy booking, co-work or unlimited subscription by giving us at least one full month of notice. Your space will remain booked until the end of this notice period. Thereafter your space will be released and you will not be charged. You have the right to a cooling off period as outlined below.
You are unable to cancel any class pack purchased unless within the cooling off period.
You have a legal right under the Customer Contracts Regulations 2015 to cancel within 14 days of when the date of the purchase is confirmed (Cooling Off Period).
If you have cancelled within the cooling off period, you will be refunded the full amount less any classes taken.
If your booking was part of an offer or discount and you cancel within the cooling off period, the classes taken will be charged at full cost and you will be refunded any difference.
If you are booked into an academy, you are unable to cancel a single booking and missed lessons are not possible to credit or refund.
If your booking is part of a class pack, you can cancel your booked class giving no less than 24 hours notice.
Event tickets, birthday party bookings, holiday clubs and crash courses cannot be cancelled if within 7 days of the start of the first class or date of event.
Birthday party cancellations made after the cooling off period and more than 7 days in advance of the party will receive a 50% refund, less the admin charge.
You may freeze any class pack or membership and for a maximum of 2 months for medical reasons only and by providing the relevant medical certificate. Your space cannot be held during this time and you must rebook based on availability upon your return. No refunds will be offered for such a freeze if upon return your preferred class is not available, so long as another class is available for you to book.
To cancel you should contact the club in writing and via email to [email protected]
Where the pool, studio or instructor is unavailable for your lesson you will be notified as soon as possible before your lesson and will be offered an additional class to make up this missed lesson or a cover instructor will be provided.
You may be able to change your class time and day where there is availability.
There is an admin charge for a refund of 15%.
Termination by us
We may terminate our agreement with you in the following circumstances:
(a) If you commit a serious or repeated breach of this agreement or the Club rules of booking and the breach, if capable of remedy, is not remedied within 7 days of a default notice.
(b) If any part of your direct debit remains unpaid 14 days after its due date for payment.
Our staff hold relevant sector qualifications and are first aid trained but are not medically qualified so if you have any doubts about your fitness or capability to exercise, you must get advice from a doctor first.
You must warrant and represent that you are in good physical condition and capable of engaging in exercise and must keep your family account up to date with all relevant medical information.
If through injury or other reason, such as pregnancy, you must consult a doctor before engaging in exercise and ensure that there is no medical or other reason why you are not able to engage in active or passive exercise and that such exercise would not be detrimental to your health, safety, comfort or physical condition.
You must not not use any club facilities whilst suffering from any infectious or contagious illness, disease or other ailment or whilst suffering from a physical ailment such as open cuts, abrasions, open sores or minor infections where there is a risk that such use may be detrimental to the health, safety, comfort or physical condition of other customers.
You must comply with government guidance in relation to Covid-19 that is published from time to time. Such guidance will be available from the club and will also be published on our website.
You should familiarise yourself with the fire exits and emergency routes in case of evacuation. Please note that employees are NOT required to “seek & search” the building. Therefore it is the responsibility of each individual to follow the relevant instructions.
For security reasons, club users and guests are asked to store personal belongings in the lockers provided whilst in a class.
All usage of lockers is governed by the club terms and conditions.
Lockers are provided on a daily basis only and items left overnight will be removed daily and treated as lost property.
All lost property found on the premises should be handed into the club reception.
Items whose ownership cannot be identified will be stored at the club for 4 weeks and then donated to local charities.
Safety and Hygiene
In the interest of safety and hygiene, no crockery, glasses or hot drinks are allowed in the changing rooms, fitness areas, swimming pool or other activity areas.
No pets will be allowed in the club premises, with the exception of guide dogs.
Entry to the club is only permitted via the main entrance and by using your unique family access.
Fire exits, which are clearly marked, and in the interest of safety, club users must not interfere with these doors for any reason.
In the event of an emergency evacuation, members and guests must immediately make their way in an orderly fashion to the nearest available exit.
If any club user shall cause nuisance or annoyance to other members, or guests or staff, or misuse the facilities, or breach any etiquette guidelines, or generally behave inappropriately, we reserve the right to refuse admission or suspend or terminate access. In particular, abusive language, threatening or violent behaviour will not be tolerated. All children using the club must be supervised by an accompanying adult at all times.
We appreciate that you wish to take photos but we request that you do not include any other club users in these images.
No photography (including the taking of images through a mobile phone) is allowed in the pool zone or changing rooms.
You must observe and comply with the safety notices within the changing rooms
Only pushchairs and prams that can fold down are allowed into the club and must be stored in the ‘buggy park’ area subject to club rules.
The club accepts no responsibility for lost or damaged items.
Comments and Complaints
Please refer comments or complaints to a member of the club. Written complaints must be addressed to the club General Manager.
Your data privacy and security are important to us. Please refer to our Privacy Notice which explains how we collect, store and handle your personal data.
The Company will not accept liability for any damage or loss to any personal property brought into the Club’s premises.
All activities are taken at the user’s own risk.
The Company, nor their staff or partners shall be liable for personal injury sustained whilst on the club’s premises, except insofar as it can be proven that this relates to the wilful act, neglect or default of the Company or staff or partners.
Customers who suffer an accident or injury on the club premises must report the accident or injury and the circumstances in which it occurred to the General Manager immediately following the accident or injury.