The following applies to any user of truGym 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, providing you have not used the facilities.
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, membership will automatically be reinstated, and 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 responsible adult must be an appropriate and an authorised adult member, dressed & able to ensure the safety of them. 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. All information of this can be found on the ClubRight app. 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, day pass 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 hold swimming lessons on site by an external company (Fishtales). We ask members to respect and consider children accessing the reserved lane during lessons. Engaging with instructors or their students is prohibited. Inappropriate language or violation of any rules by any members of any age set by the club during peak family access times will result in immediate dismissal.
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 & conditions at all times. Failure to do so will result in immediate termination of membership.
Members must respect the equipment and use the facilities as determined by truGym staff. Any damage to equipment due to misuse or intentional damage will hold the member liable. This may incur penalty costs or termination of membership.
Members will be courteous and respectful, with a duty of care to the site, staff and other users.
Changing rooms users adhere to the following: Respect minors (mixed genders under 8). Cover appropriately. and respect the changing rooms for their intended use. This does not include, and is not limited to: vaping, drinking, shaving, hair dying, use of steroids, exchange of legal/illegal pharmaceuticals or paraphernalia, swearing, loud use of phones
TRUGYM THORPEBAY OPERATE A ZERO TOLERANCE POLICY ON ABUSE INCLUDING BUT NOT LIMITED TO: PHYSICAL & VERBAL.
DISRESPECT TOWARDS STAFF, MEMBERS, SITE RULES OR FACILITIES MAY RESULT IN IMMEDIATE DISMISSAL AND LEGAL ACTION.
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 deviate from less threatening or concerning club rules/terms of membership and adhoc member requests displayed on site, this may lead to entry dismissal or cancellation of membership.
Memberships can be terminated at any time by truGym. We reserve the right to keep payments beyond membership access to cover the cost of damages. Appeals against termination must be sent to the manager of the club via email.
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 2pm each day. Using the app is part of the membership conditions, and truGym do not have a phone booking service.
Opening Hours
The club's opening hours can be found on the app and website. We hold the right to make changes at any time without notice.
Carpark
Managed by Smart Parking ltd. Members and all visitors must enter car registrations on the Smart Parking tablet each visit to club. Failure to do this will result in a parking ticket.
In certain cases, truGym can request fine cancellation. However this is discretionary of both parties (truGym/Smart Parking)
It is the members responsibility to register their car and not Gym staff's job to remind people.
The carpark is used at members/visitors own risk. truGym will not be held responsible for all and any activity such as property loss, car damage,
Garden & Outdoor Areas
Access to these are signposted. All are accessible at own risk when open for use. No area at any point is permitted for use to under 16's unsupervised. Under 16's must be accompanied by a supervisor over 18.
Multi-club access
Members will have access to other clubs in the truGym family. Please ask their Reception to call truGym Thorpebay to confirm or provide proof showing your clubright app.
Proof of Persons
We reserve the right to ask for ID or proof of a person at any time. We check children's membership regularly.
Communication & Complaints Procedure
All changes or requests must be done in writing via the website, Clubright app or sent direct to the Reception team. Response times may vary, please refer to the app for more details.
Social Media
Detrimental references to the truGym Brand or Thorpbay site will be reported. Should the company become aware of intentional or malicious activity against truGym, staff or members this may lead to legal action and memberships cancelled indefinitely.
Other
Refunds or discounts will not be given to members should part of the facilities close for any reason outside of our control.
Class timetable may change at any time. Note that classes are reduced/not available during Seasonal or Bank holidays.
Maintenance and yearly remedial works are included.This may result in partial use of facilities for any reason.
Smoking and vaping is prohibited in or outside within truGym premises.
We reserve the right to amend the terms, conditions and individual site rules at any point without any notice.
truGym Thorpebay Rules
General:
Under 16's : Please check ClubRight app for details on children's amenities
Timetable: Please check ClubRight app for details on booking classes & penalties
Pool & Spa: Please check ClubRight app for updates
No inappropriate clothing or footwear. This includes work wear of any condition, 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 checked, 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, Garden & Spa:
No shaving / razors in spa areas
No oils / glass pool side
Poolside showers are to rinse residue that may impact on spa water system. No shower gel or products, and no inappropriate use
No phones / music devices
NO BAGS
The sauna is Electric. Do not pour water on it. Please report anyone who does this for member, staff & site safety. It will break
Wear appropriate and officially classed 'swimwear' in pool area. No underwear, t-shirts
Wash in between use of facilities in pool area. Eg. No-one wants a sweaty Shower from Pool > Sauna > Jacuzzi> Cafe> More
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, cover up.
Hairdryers to be used for their intended purpose. Consistant breakages in Male changing rooms may result in this service being removed.
Talc-on Powder is frowned upon, but if used please clean up area, as it impacts on other users
Carpark
Park in an allocated space
Do not litter or fly tip
Register car in club
Report anything of concern
No smoking
Garden
Respect instructions and signage
Children must be supervised at all times
Do not tamper with furniture, barriers or general set up for safety.
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.