TERMS AND CONDITIONS FOR TRUGYM THORPE BAY MEMBERSHIP
Contract Memberships
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 free for up to 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 5 days before the payment is meant to come out. Freezing can only be done for a maximum of 6 months, providing evidence to justify the request (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. Facilities under 16's can use will differ from club to club. Children under 16 can use the pool if accompanied by an adult, between the allotted times. Anyone under the age of 16 needs to have a children's membership, or family plan. On 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.
Whilst on poolside members under 16 cannot use any of the spa facilities or outside area, only pool and can only access the pool within certain times as listed below:
Monday - Friday
2pm - 5pm
Saturday and Sunday
9am - 12pm and 2pm - 5pm
We do have swimming lessons (Fishtales) booked on site by an external company booked outside these times. 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 advanced 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.
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 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. 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.
Member 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 shown by a member of the 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. Must not cause disturbance to other people.
The gym expects all to have a duty of care to support fellow members. Examples being training partners and family members to respect gym rules and policies. Failure to follow or report this not being adhered to may result in a freeze or termination being actioned on your membership.
Memberships can be terminated at any time by truGym for breaking any of the rules provided and 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 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.
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.
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. This will not require 30 days notice as outlined in our T&C's. Reinstatement of a membership would be permitted should a solution be agreed prior to legal instruction taking place.
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 weeks 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.
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
- Please check children's section for under 16's member, non member, day pass user conditions
- Please check Timetable section for details on booking classes & penalties
- Please check updates and pool section 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, learning against mirrors / walls & plugs that might break are serious neglect
- Wipe down equipment for Hygiene purposes
- No bags in classes or gym floor for safety & criminal purposes. If caught taking any equipment including bar clips
Pool:
- No shaving / razors in spa areas
- No shower gel in pool side showers
- No oils, or glass pool side
- No phones or music
- No bags!!!
- Do not throw water over sauna heater. Its electric!
- Wear appropriate clothing 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 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 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
PLEASE REPORT MEMBERS NOT ADHERING TO THESE INSTRUCTIONS.
THE ABOVE IS SET OUT TO ENSURE MEMBERS AND STAFF HAVE THE BEST EXPERIENCE 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.