TERMS AND CONDITIONS FOR TRUGYM THORPEBAY MEMBERSHIP
The following applies to any user of tryGym Thorpebay. This includes members, free or paid guest passes, those attending private or/and paid classes, events, or anyone engaging in services provided by tenants residing on site.
Contract Memberships (Not currently offered at our site)
If joining on a 12 month contract agreement. 12 monthly payments must be made before cancelling this membership. After the initial 12 month period this will go to a rolling contract in which you can cancel with one month’s notice.To cancel your membership you must give written notice. If you wish to cancel inside of this 12 month contract then you must do so with evidence for one of the following reasons:
Redundancy / Loss of Job (P45, Letter from former employer)
Moving house (more than 10 miles away from club)
Medical (Show a note from a doctor or GP that you should not train)
When providing proof you will have to pay an admin fee of 20% of your remaining balance.
Once you have made your 12 payments of your contract, it will automatically convert into a rolling monthly plan. For cancellations, we require a minimum of 30 days notice, in which you will be required to make any full payments that fall within this period. You will have access until the end of that calendar month. To cancel your membership you must give written notice.
You may freeze your membership at any time for up to 6 months. This is a £14 charge per month that your membership is frozen. We offer free freezes for the following reasons;
Financial
Going away/ travelling
Medical reasons
Students returning home
Working away
We require evidence via email for one of the following reasons, then we are able to process a free freeze.
The payments which are frozen are then added onto the end of the membership so 12 payments are still to be made. After 6 months, at least one monthly payment must be paid before going back on freeze again. The freeze must be requested at least 5 days before the payment is meant to come out. You may freeze your membership for longer under certain circumstances such as pregnancy.
You may also cancel your membership within the first 14 day cooling off period from the day you joined. This requires no reason for cancellation but requires written notice.
12 month contracts can be upgraded at any time throughout the 12 months. However, downgrades must be made outside the 12 month minimum period.
Failure to make payments at the correct time will result in an automated email to yourself 4 days after the payment was due asking for this payment. Failure to make this payment 1 week after the due date results in a second email asking to pay the payment and notifying you that a £25 charge will be added. 14 days after the due date another email will be automatically sent out explaining that a £50 charge is now on the account due to failed payments. Finally if this payment is still not paid, 21 days after the due date a £75 charge will be added to the account. Whilst in debt members won’t be allowed use of any of the facilities. We have the right to waive these fees should we wish depending on members' circumstances.
All payment schedules to be sent via email when membership is started with terms and conditions attached with this.
Non Contract memberships
If joining on a non contract membership agreement we require 30 days notice, in writing via email, to cancel. Should a membership be purchased on offer (such as first month free or half price) we require 2 FULL monthly payments made before cancelling this membership. For cancellations after these two months, we require a minimum of 30 days notice, in which you will be required to make any full payments that fall within this period. You will have access until the end of that calendar month. To cancel your membership you must give written notice. The 30 days notice period may be wavered in certain circumstances.
With uncertainty, if you wish to cancel without a final payment we can do so for the following reasons.
Redundancy / Loss of Job (P45, Letter from former employer)
Moving house (more than 10 miles away from club)
Medical (Show a note from a doctor or GP that you should not train)
All must be proven by an official document. (eg, council tax, water bill, tenancy agreement, bank statement)
You may freeze your membership at any time for 3 months. After 3 months, at least one monthly payment must be paid before going back on freeze again. The freeze must be requested at least 7 working days before the payment is meant to come out. Freezing can be actioned for longer due to medical reasons only. A maximum of 6 months with evidence (such as a Doctors letter)
Failure to make payments at the correct time will result in an automated email to yourself 4 days after the payment was due asking for this payment. Failure to make this payment 1 week after the due date results in a second email asking to pay the payment and notifying you that a £25 charge will be added. 14 days after the due date another email will be automatically sent out explaining that a £50 charge is now on the account due to failed payments. Finally if this payment is still not paid, 21 days after the due date a £75 charge will be added to the account. Whilst in debt members won’t be allowed use of any of the facilities. We have the right to waive these fees should we wish depending on members' circumstances.
All payment schedules to be sent via email when membership is started with terms and conditions attached with this.
Age Limits
Children over the age of 12 can use the gym facilities, but must be supervised by someone over the age of 18. The minor must have emailed authorisation from their parent should they be attending with someone other than the parent connected to their membership.
Facilities under 16's can use will differ from club to club. Children under 16 can use the pool if accompanied by an adult during times set by the club. The adult must be in the pool with the child. Anyone under the age of 16 needs to have a children's membership, or family plan. On a child turning 16, the membership will need to be changed. Anyone 16 or older must have an adult membership. Anyone who does not follow these rules will lose their membership with immediate effect.
Members under 16 cannot use any of the spa facilities, swim lane or outside area. Access to the pool is shown below, and we have the right to change this at any time:
Monday - Friday
2pm - 6pm
Saturday and Sunday
9am - 12pm and 2pm - 5pm
We do have swimming lessons held on site by an external company (Fishtales). Check the app on the 'Pool' or 'Onsite Company' tabs or ask Reception for details.
Induction / Waiver form
All members must either sign an induction waiver form available on the club website prior to using the gym facilities or complete an induction with a member of our staff to show them how to safely use these facilities. Anything more advanced than an induction will need to be booked with one of the club's personal trainers.
Waiver's and Inductions are required for under 16's. All Minors must have their own profile with FULL details and proof of parental responsibility with the adult signing them up.
Failure to do this may terminate your membership. truGym Thorpebay will except no liability for members who have not honoured this commitment and completed the waiver.
Health Conditions
Any health conditions that may affect training must be made known to staff prior to using any of the facilities. If at any point new health concerns arise that were previously unknown, members must let staff know as soon as possible via email, and before training again. All members must sign an induction waiver form or complete a full induction prior to using the facilities which are available to book via the app or with Reception. All members must also complete the health questionnaire prior to using the facilities which will be emailed to them along with the terms and conditions and a breakdown of payments. Members participating in classes who have existing health conditions do so at their own risk. If any injuries were to occur whilst participating, then the member waivers all responsibility from the instructor to themselves. Failure to follow the above may result in cancellation of membership.
Any user of facilities do so at their own risk no matter of circumstance.
Member / Visitor Conduct
Members must follow the club rules and terms and conditions at all times. Failure to do so can result in immediate termination of membership.
Members must respect the equipment and must use the facilities as determined by truGym staff. Any damage to equipment due to misuse or intentional damage will hold the member liable.
Members must act courteous in their manner and be respectful at all times to all who visit the gym. Members must not cause disturbance to other people.
The gym expects members to have a duty of care with regards to all truGym request. These may be published notices, or detailed on the ClubRight app.
This applies to all areas of the complex.
Changing room users must be mindful of others using the area, with no inappropriate activity. This includes, but is not limited to: vaping, drinking, shaving, hair dye use, steroids, exchange of legal/illegal pharmaceuticals or paraphernalia.
We host children's swim: unnecessary/inappropriate displays should be reported. Failure to do this during children's swim times will result in immediate dismissal, no return. and may lead to reporting to the Police.
TRUGYM THORPEBAY OPERATE A ZERO TOLERANCE POLICY ON PHYSICAL, VERBAL, OR ANY FORM OF DISRESPECT TOWARDS STAFF, OTHER MEMBERS & SITE RULES.
Safety & Security of members and staff are our priority. Any incident will result in investigation, and may lead to cancellation of membership.
Should a member repeatedly and intentionally disrespect staff, requests made in accordance with the terms & conditions, or adhoc welfare additions added to the terms of our site use, will result in the offender (member or not) being removed. No membership, or compensation will apply.
Memberships can be terminated at any time by truGym. We reserve the right to keep partial payment made to cover the cost of damages. Appeals against termination must be sent to the manager of the club via email to decide.
Class Booking
All classes are booked via the clubright app, which is also where you shall find your QR Code which is your access to the club. Cards will be available to those who need them and members are able to book classes with reception if needed. Classes open for booking one week prior to class date at 12pm each day. Using the app is part of the membership conditions, and truGym do not hold a phone booking service.
Opening Hours
The club's opening hours can be found on the app and website. We hold the right to change these times at any time giving as much notice as possible to the members.
Carpark
The carpark is managed by Smart Parking ltd. This is an external company, and members must enter their registration onto a Smart Parking tablet each time they park on site. Failure to do this will result in a parking ticket. In certain cases, truGym may be able to cancel a given fine. However this is discretionary by both parties (being truGym and Smart Parking), and following the parking system is part of membership terms. It is the members responsibility to register their car and not Gym staff's job to remind people.
Whilst the carpark is checked and maintained, truGym will not be held responsible for any property loss or events that take place on site that are out of the clubs control.
Multi-club access
Members will have access to other clubs in the truGym family. Please ask their reception to call our club for confirmation or provide proof showing your clubright app.
Proof of Persons
We reserve the right to ask for ID or proof or an individual. We check children's membership regularly.
Complaints Procedure
All complaints should be in writing via email to thorpebay@trugym.co.uk. Once a complaint is received, it will be processed by the onsite Manager. We require 7 days to process and respond.
Should you not be satisfied with the response received, the complaint will be escalated to Senior Management. This requires 7 days to process and respond.
For non legal or detrimental complaints, this will conclude and close the complaint case.
Should it be necessary, the Senior Manager will respond within 7 days and copy in The CEO of the company to resolve. This may result in no response, and a legal representative being instructed to manage on truGym's behalf.
During any stage of a complaint being processed, membership may be terminated with immediate effect to protect all parties with immediate effect. No monies will be reimbursed should a payment have been taken. Reinstatement of a membership would be permitted should a solution be agreed prior to legal instruction taking place.
Social Media
truGym have the right to request removal of social media posts incorporating brand, members or anything to do with truGym and residing tenants/services. Should the company become aware of intentional or malicious activity against truGym, staff or members, legal action will be taken and immediate cancellation of offenders membership.
Other
Refunds or discounts will not be given to members should part of the facilities close for any reason outside of our control. Maintenance and yearly remedial works are included. If we take away partial use of facilities we will try to get this back up and running as soon as possible, done safely. Please note that the class timetable is managed and may change at any time. We reduce classes during Seasonal holidays or bank holidays.
Monies cannot be returned at any time, however should compensation be required for any reason, an alternative will always be found. This is managed on a case by case basis.
Smoking and vaping is prohibited in all parts of the facility, or grounds including carpark, and outside truGym premises.
We reserve the right to amend the terms, conditions and individual site rules at any point without notice.
truGym Thorpebay Rules
General:
Please check children's section on ClubRight app for under 16 member, non member, or day pass user conditions
Please check Timetable section ClubRight app for details on booking classes & penalties
Please check updates and pool section on ClubRight app for conditions. Some are outlined below for clarity
No inappropriate clothing or footwear. This includes work wear, jeans, coats, sliders and crocs
Members must put weights back for health & safety. Obstruction, leaning against mirrors / walls & plugs that might break will be investigated
Wipe down equipment for Hygiene purposes
Log car numberplate
No bags or bulky belongings in pool / studio classes or gym floor. This is for health, safety and security purposes.
Equipment is not to be removed from the gym for any reason. Taking any equipment off premise - examples being padlocks, tennis balls, bar clips, or larger items or gym equipment will be reported, and may be reported to the police
No Chalk. If this is to be used please clean equipment and any area impacted by use
Children must be with an adult at all times. Running, shouting, or any inappropriate behaviour may result in termination of site use
No Glass bottles
Respect gym etiquette, detailed around the gym floor
Poolside:
No shaving / razors in spa areas
No oils, or glass pool side
The poolside showers are to rinse residue that may impact on spa water system. Use of shower gel is prohibited and will result in a fine
No phones or music
NO BAGS
Refrain from pouring water over the electric sauna heater. It is Electric. Please report anyone who does this for member, staff & site safety
Wear appropriate and officially classed 'swimwear' in pool area. No underwear, t-shirts, or items that could impact chlorine ratio
Wash in between use of facilities in pool area. This includes pool, sauna, steam and sauna
No children in the spa area. This includes the outside patio area. Over 16's only
Do not reserve or move outdoor Sunbeds, Use of suncream prohibited. They are for spa recovery only
Clean & appropriate footwear by pool
Appropriate language and volume. People may be offended or relaxing
Changing Rooms
Please do not leave items in lockers overnight. Padlocks will be cut off
No hair dye, shaving, littering
Dry off in shower area prior to going into main changing rooms
Respect families and children. We do not have family changing rooms. Children under 8 may go in either changing room with a parent, so please cover up.
Hairdryers to be used for their intended purpose.
Talc-on Powder is frowned upon, but if used please clean up area it impacts on for other users
Carpark
Park in an allocated space
Do not litter or fly tip
Register car in club
Report anything or concern
No smoking
Garden
Respect instructions and signage
Children must be supervised at all times
Do not move or change anything
PLEASE REPORT MEMBERS NOT ADHERING TO THESE RULES.
THE ABOVE IS SET OUT TO ENSURE MEMBERS AND STAFF HAVE THE BEST EXPERIENCE IN CLUB POSSIBLE.
Should you have a complaint or concern, please follow our complaints procedure listed in our T&C's.
Use of your personal information
We comply with the data act 2018. All preferences can be changed by informing us on reception or by doing so on the clubright app.