Terms and Conditions

Last updated May 2024

Better Memberships and Activities are provided by GLL (Greenwich Leisure Limited).

These terms and conditions (“Terms”) set out the terms of business governing the agreement between GLL or GLL as an Agent (“Us”, “We”, “Our”) and You when You purchase a Membership with Us and/or use Our facilities. Better facilities include leisure centres, gyms, swimming pools, extreme sports, water sports centres, indoor and outdoor sports venues, libraries, activity play centres, climbing centres and theatres plus other types of facilities as acquired and operated by Us. Facilities are generally owned by Partner Organisations and are managed by Us on their behalf.

In some of Our facilities the Partner Organisation has appointed GLL to act as their Agent. This means when You purchase a Membership and/or use Our facilities your contract is with the relevant Partner Organisation but GLL will act as their Agent to enforce the Terms and Conditions. The income / payments we collect, where we are a Partner Organisation's Agent, from You for Memberships and/or use of Our facilities is being collected on behalf of, and belongs to, the relevant Partner Organisation and not GLL. GLL works as the Agent with the following Partner Organisations:

• Greater London Authority
• London Borough of Barnet
• London Borough of Enfield
• London Brough of Hackney
• London Borough of Hillingdon
• London Borough of Lewisham
• Mole Valley District Council
• North Kesteven District Council
• Reigate and Banstead Borough Council
• The Royal Borough of Kensington and Chelsea

There may be additional rules of use which apply to particular facilities and You should familiarise yourself with these before using those facilities. You are advised to read these Terms and rules carefully. By continuing with Your application and whenever You use Our facilities, You confirm that:

You understand and accept all of the Terms below and you will adhere to any local rules. Acceptance of Your application and any subsequent withdrawal of Membership are at Our absolute discretion.

By agreeing to these Terms, You acknowledge and agree that in entering into this agreement You are not relying on any promise, assurance, statement, representation, warranty or understanding except as expressly provided in these Terms.

Where a Term is generic this applies to all customers, however some of the Terms and Conditions will only apply to specific Members, Memberships or Activities and may not be relevant to all customers.

Activity Booking

A reservation made by You to enable You to access an activity or facility at one of Our centres.

Activity Fee

A fee charged when booking or accessing an activity or facility at one of Our centres. In the event You cancel Your booking, or You fail to show up for Your activity the Activity Fee is non-refundable.

Admission Fee

A fee chargeable for every additional person entering Our centres who has not already paid an Activity Fee or has an active Monthly or Single Payment Membership.

Block Booking

A series of activities reserved for a set period of time, paid for in advance (usually) in one lump sum.

Booking Member/Membership

A Member/Membership who pays full price for activities on an “as and when” used basis.

Commencement Date 

The date on which Your Membership starts.

Cooling Off Period

Means 14 calendar days from the date and time You purchase any Membership from Us.

Cut Off Date

The last date that changes can be made to your next Direct Debit payment.

Data Protection Legislation

The UK General Data Protection Regulation, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003, as amended, replaced or superseded, and all other applicable laws and regulations relating to the processing of personal data and privacy together with any applicable guidance and/or codes of practice issued or endorsed by the Information Commissioner or relevant government department in relation to such legislation. The terms Data Controller and Personal Data have the meanings given to them in this legislation.

Direct Debit (“DD”)

Contractual arrangement made with Your bank that allows Us to collect on agreed dates Fees or other monies You owe to Us.

Exceptional Circumstances

Means significant illness (which precludes you from the use of your Home Centre), significant injury (which precludes you from the use of your Home Centre), loss of livelihood, change of principal place of work or home (where you could not reasonably be expected to use Your Home Centre or an alternative Better facility) or any other circumstance You can evidence to our reasonable satisfaction to be exceptional and require early termination of Your Membership.

Fees

On-going or upfront amounts payable for Membership.

GLL

Referred to as Us within this document. Greenwich Leisure Limited trading as Better, is a charitable social enterprise Inland Revenue charity No. XR43398 and IPS registration no. 27793R, registered in England and Wales, whose registered office is at Middlegate House, Seymour Street, The Royal Arsenal, London SE18 6SX

Home Centre  

The centre at which Your Membership is registered, unless altered by You. This will be the centre selected by You during the membership joining process, or the centre at which you joined.

Late Cancellation Charge

A charge made for cancellation made less than 4 hours before the Activity Booking start time.

Lessons and Courses

A supervised activity session booked at one of Our centres.

Lessons and Courses Home Portal

Where You can access and manage details of Your lesson or course (betterflow.courseprogress.co.uk/login).

Member

“You” – whichever Membership, Lesson or Course that You have selected, You are a valid Member so long as You pay the Fees that are due on time and You adhere to the Terms and Conditions and facility and / or activity rules. ‘You’ also applies to any individual aged less than 16 years on whose behalf you are signing. Your Membership, Lesson or Course does not confer any benefits on any other person other than You.

Membership

Membership, Lesson or Course is for a single location or a group of locations for Leisure Centres and/or Libraries

Membership Freeze

A change in Your Membership status that will temporarily stop your Monthly Payment Fee from being taken for a specific length of time. During this period Your Membership access will also be stopped. After the Freeze period expires Your Monthly Payments and access will automatically be reinstated.

Membership Customer Portal

Where You can access and manage details of Your Membership and Activity Bookings (bookings.better.org.uk).

Month In Hand

This is an additional non-refundable payment taken from You when You take out some Lessons or Courses paid for by Direct Debit. This payment is equal to one Monthly Payment Fee. It does not affect your first Direct Debit payment. If You decide to cancel Your Membership you will be entitled to an additional month of access with no Monthly Payment Fees based on your date on cancellation. For further details on cancellation process see section 5.

Monthly Member/Membership

A Member/Membership who pays monthly in advance by Direct Debit

Monthly Payment Fee

A monthly fee paid in advance for a set of included activities that are a benefit of the membership type

No Show Charge

A charge made for failing to cancel an activity before the start time and not attending the activity

Partner Organisations

Third parties who generally own the facilities, which are managed by Us on their behalf

Pay as You Go Member/Membership

A Member/Membership who pays either full price or a discounted price for activities on an “as and when” used basis.

Pro Rata Fee

A proportion of the Monthly Payment Fee paid in advance before your first Direct Debit for some memberships

Rules

Centre / facility rules, Swim Safely and any other activity rules are those that are on display at each facility or online and should be read and adhered to

Set Up Fee

A one off fee charged for the set up and activation of a Monthly or Single Payment Membership, set at £12.50 but subject to review and adjustment

Single Payment Member/Membership

A Member/Membership which lasts a fixed amount of time paid in one lump sum

1.1 If Your application for Membership is accepted, Your Home Centre will automatically be assigned as defined above. It is Your responsibility to notify us should you wish to alter Your Home Centre please refer to Clause 5 (Making changes to Your Membership).

1.2 You must have valid proof of Membership on each occasion that You access Our facilities. If you cannot provide relevant proof, You will be refused the benefits of Your Membership on that occasion. Where available You will be able to purchase instead an Activity Booking at the standard price, or a Day Pass in order to gain entry or access. If you continue to use a physical membership card and a replacement is required this can be requested and will be provided upon payment of the prevailing charge.

1.3 Where a discounted Membership is purchased such as concessionary, corporate, disability, or age related, proof of eligibility will be required; this can be uploaded online via the Membership Customer Portal or provided in person at Your Home Centre. You will be required at regular intervals to provide new proof as required by Us. If your entitlement changes, You must notify Us.

1.3.1 Your membership is only approved once documentation has been provided and confirmed against Our eligibility criteria.

1.3.2 Proof of eligibility where necessary for your selected membership is required within the first 20 days following the purchase date of your membership.

1.3.3 You will be granted a grace period of access to the activities and facilities, included within your membership, between the date of membership commencement and the provision of the required documentation as set out in 1.3.2.

1.4 If You fail to provide proof of eligibility for a discounted Membership within 20 days of Your Membership purchase Date, or for existing members the date you are required to provide new proof, Your Membership will be suspended without refund of any Fees.(dependant on payment method), we are unable to reinstate a membership once it becomes suspended, so you will be required to re-join if you wish to continue to use our facilities and service.

1.5 Not all memberships offer the same level of benefits. It is important you check the included and excluded benefits, facilities and activities before submitting your membership application. These can be found by clicking “View Details” on your chosen membership type at Step 2 of the membership purchase. It is Your responsibility to read these membership terms and conditions prior to joining onto your membership. GLL will not accept responsibility for any dispute caused by Your failure to do so.

1.6 Use of the facilities must always be in accordance with Your Membership. You are required to pay for and have a valid booking for all activities in which You participate that are not included in the benefits of Your particular Membership.

1.7 Your Membership is non-transferable and the benefits associated with Your Membership can only be enjoyed by You personally. You must not allow anyone else to use Your Membership or access the benefits of Your Membership.

Your Membership and any benefits associated with Your Membership are NOT transferable to any other individual, group or organisation. You may not, at any time or for any reason, exchange, sell or gift any Membership benefit. This applies to inclusive benefits as well as excluded benefits which have been purchased in addition to the main Membership (such as an Activity Booking).

If You allow Your Membership or any benefits of your Membership to be used by any other person, Your Membership will be cancelled without refund of any Fees; no further or future applications for Membership will be accepted for a minimum of 12 months. Future eligibility for Membership will be reviewed at least annually upon request. If you are found to have exchanged, sold or gifted any Membership Benefit to another person, then all costs, fees or expenses (including legal costs) incurred as a result of your breach shall be recoverable by GLL.

2.1 A Set Up Fee is payable on some Memberships (unless waived as a promotional offer).

2.2 Some online Monthly Memberships are subject to a Set Up Fee, Pro-Rata Fee and Monthly Payment Fee (Unless waived as a promotional offer).

2.3 All Fees paid in advance are non-refundable, unless the circumstances set out in the cancellation provisions within clause 5 apply.

2.4 Unless in accordance with a Membership Freeze or where a Membership has been cancelled in accordance with clause 5 below or the general cancellation provisions set out Clause 5, Your Membership Payment Fees shall remain payable throughout the Membership period irrespective of Your use of the facility.

2.5 We operate a Cooling Off Period on all Memberships. This means that if you change your mind and for any reason decide that You do not want to continue with your Membership, You can notify Us of your decision to cancel within 14 days of and We will not charge you. All fees paid in advance will be refunded, providing that you have not waived your right to cancellation by making use of the Membership during this period.

2.6 You will need to purchase a new Membership in order to continue using the facilities if Your existing Single Payment Membership expires without a renewal being put in place, or if any Monthly Membership Payment is missed for any Monthly Membership. Such new Memberships will attract the usual Set Up Fee and Pro-Rata Fee where applicable.

2.7 If the customer details provided on the Membership are different to the person who is paying for the Membership then You will need to ensure that all relevant communication is forwarded onto the person paying for the Membership.

2.8 It is Your responsibility to check the payments being made to Us ‘GLL’ to ensure these payments are correct. If incorrect payments have been made We will not refund any amount greater than 6 months in value as it is your responsibility to regularly check your statements.

Monthly Membership

2.9 Where You join as a Monthly Member You must pay by DD. You can select the DD collection date at the time of joining.

2.10 Monthly DDs are a full binding contract between Us and You and will automatically continue until You notify Us otherwise in accordance with these Terms.

2.11 Failure to make any due payment will initially result in Us removing Your access to Membership benefits until all outstanding payments owed to Us have been made. We retain the right to formally recover all outstanding balances.

2.12 All Membership prices are reviewed from time to time and at least once per calendar year. If Your Fees are paid by DD and are due to be changed, We will notify You at least 10 working days in advance by email and/or by letter.

2.13 We do not refund a Membership, Lesson or Course for non-attendance.

3.1 Use of any of Our facilities and activities is subject to:

3.1.1 Your adherence to the centre Rules and any other rules pertaining to that activity or facility.

3.1.2 Availability of the activity programme. This will vary from day to day and at various times. Our programmes often include exclusive sessions for beginners only, for experienced users only, for women only, for children only, for people with disabilities only and for older people only as well as closure for special events and activities. You are deemed to understand that this may restrict Your use from time to time and that no financial adjustment will be made to Your Fees.

3.1.3 The safe capacity of the facility.

3.1.4 You wearing attire appropriate to the activity.

3.2 In all cases, Our interpretation of the Rules and these terms will take precedence and the decision of Our Manager or his / her nominee is final and must be respected.

3.3 Our managers have the right to:

3.3.1 Refuse admission.

3.3.2 Ask You or a member of Your party to leave the premises.

3.3.3 Exclude You or a member of Your party in the future from Better facilities at their absolute discretion.

3.4 Such action may be taken where You or a member of Your party fails to observe any of these Rules and conditions of use or where appropriate in the reasonable opinion of Our Manager.

3.5 If You are excluded from future use of Better facilities Your Membership product will be temporarily suspended and/or terminated depending on the severity of the reason for exclusion (in accordance with the Better Exclusion Policy which you can view here: https://www.better.org.uk/legal-policies/terms/customer-complaints). There will be no refund of any Fees paid. Monthly Members’ Direct Debit payments will be cancelled. At the end of the exclusion period, any excluded Member may request to re-start the Membership, if they wish, by getting in touch via emailing customerservices@gll.org. Upon reinstatement of the Membership (which may be subject to conditions relating to behaviour and conduct), Monthly Members will need to re-set up a Direct Debit instruction with the bank. Single Payment Members will have their Membership period extended by a period equivalent to the exclusion period. In certain extreme cases We reserve the right to permanently terminate Your membership without any refund of Fees paid.

3.6 We may sometimes need to postpone, alter, cancel or introduce new activities temporarily or permanently at any time for any reason, including in response to customer feedback and/or to withdraw equipment and/or facilities for any reason including but not limited to maintenance, repair and alteration. We will, where reasonably possible, display notices in the facility or contact you by email as far in advance as possible to advise you of such a change.

3.7 We will not reduce or refund any Fees because of or in response to such unavailability of facilities, whether or not this is due to the programming of activities and classes but if We make a significant change You may cancel Your agreement in accordance with the cancellation provisions set out in Clause 5.

3.8 Where You have paid in advance and are due to attend a Lesson or Course which We cancel we will adjust your Membership with an equivalent amount of credit to be used by You to access an similar Lesson or Course at an alternative time, or day in the next 8 weeks. If no similar Lesson or Course is available as an alternative We will reduce Your next Monthly Membership Payment by the respective value of the cancelled Lesson or Course.

3.9 Lockers located at Our facilities are for the use of Members using the facility only and can be used under the following conditions:

3.9.1 You must not take locker keys off of the premises (except where the locker has been rented under the terms of the “locker membership” scheme where available)

3.9.2 We have the right to gain access to any locker at any time if this is deemed necessary; We will empty all lockers each night and store any items found as lost property

3.9.3 Where lockers have been secured by padlock these will be removed each night if left secured (except where the locker has been rented under the terms of the “locker membership” scheme where available). We accept no liability for damage caused to the padlock as a result of its removal.

3.9.4 You must not place any illegal goods or consumables, toxic, polluted or contaminated goods, flammable or hazardous goods, living plants or animals, food or perishable goods or waste in the lockers

3.9.5 Lockers are not to be used for valuable items. We accept no responsibility for the criminal activity of others and items left are done so at your own risk

3.10 Your Health is your Responsibility. Exercise carries its own risk, and you should therefore never exercise beyond your ability. If you have any doubts as to your fitness, or you have any medical conditions that may affect your safety through exercise, you should seek advice from your doctor before partaking in the activity.

3.11 When joining, you made the following statement concerning your health:

I wish to embark on a programme of physical activity and confirm that I do not have any health conditions which may prevent or adversely affect my participation in the exercise programme and/or induction. If my health status changes, I will seek guidance and clearance to exercise from my General Practitioner or other relevant heath professional before participating any further in the physical activity.

3.12 You are not permitted to enter the facilities or partake in activities when under the influence of alcohol or illegal drugs.

3.13 You are not permitted to bring any animals into any facility with the exception of assistance dogs. If You know You require the use of a guide dog when applying for Membership or during Your Membership term, please inform Us at that time.

3.14 You are not permitted to smoke, vape or use e-cigarettes anywhere on the premises or in the immediate vicinity.

3.15 No photography, filming or any type of recording of images or sound is permitted within any centre without You first obtaining permission from the General Manager; within Children’s Centres such permission must be evidenced in writing. You must not take any images or recordings of any individuals unless you have their prior express permission, or there is implied permission (for example relating to your own children or family members). The Manager may permit You to take occasional photos or videos if requested at the time, but any formal or more extensive filming or photography must be approved beforehand in writing by a Manager. Managers of the Facilities have absolute discretion in deciding whether such recording activities are appropriate and/or permitted. You are not permitted to record or capture any images, video or audio recordings at any time in changing areas, health suites, spas or toilets.

4.1 You are encouraged to make your Activity Booking in advance to secure Your place, however should You require assistance Our concierge staff will be able to assist You at the centre. You can book online via the Membership Customer Portal or by using the Better UK App.

4.2 Depending on Your type of Membership, some activities will be included and be free of charge and some will not be included and will be chargeable.

4.3 All bookings must be made in the name of a specified Member and must be used by that specified Member. Bookings cannot be transferred to any other individual, group or organisation.

4.4 You must always register Your attendance by scanning Your Membership QR code, barcode or membership card at the centre reception or entrance gates. Otherwise you will be marked as non-attended and charged a No Show Charge.

4.5 You must comply with all our Activity Terms and Conditions at all times, they are available to view at better.org.uk/legal-policies/terms/activity-terms.

Activity Booking Payment

4.6 All Activity Bookings for activities NOT included in Your Membership must be paid for at the time of booking and are non-refundable. If You arrive late for Your booked activity, GLL has discretion to refuse You access depending on the activity type and any relevant health & safety considerations. All Activity Bookings include an element of a set up time or set down time.

4.7 Monthly, Single Payment and Pay as you Go Members can make Activity Bookings via the Better UK App or Better Customer Portal 7 days in advance daily. The times Activity Bookings become available are regularly reviewed and may be subject to change or local adjustment but are generally in line with the following:

4.7.1 6pm for Swimming bookings

4.7.2 8pm for Gym bookings

4.7.3 10pm for Fitness Class and all other Activity Bookings

4.8 Booking Members can make Activity Bookings via the Better UK App and Better Customer Portal 5 days in advance from midnight for all activities.

4.9 All additional adults participating in an activity where they have not paid an Activity Fee must pay an Admission Fee, excluding Monthly Members and Single Payment Members. Admission fees are revised from time to time and are displayed at reception and/or on our website at better.org.uk.

Activity Booking Cancellations

4.10 We recommend that you cancel your booking via the Better UK App or Membership Customer Portal. Alternatively you can cancel in person at your Home Centre.

4.11 If You have paid an Activity Fee and cancel via the Better UK App or Customer Portal in advance of the 4 hour cancellation period, You will automatically be issued with credit note to your Better account valid for a period of 12 months. Credit notes can be redeemed to their full or part value against future Activity Bookings and Fees.

4.12 If as part of your membership you receive a daily racquet booking entitlement, we are unable to cancel this booking and credit back to your account, as this is a daily racquet entitlement that expires at the end of each day.

4.13 There may be occasions where you are legitimately not able to provide more than 4 hours’ notice to cancel Your Activity Booking - these instances might include a sudden emergency, pregnancy related illness or incident, those who live with hidden disabilities or health conditions and members with a registered disability. Should this be the case, members can contact us in centre, or via our Customer Service Team, to request to have the late cancellation charge waived and removed from your account

4.14 The Late Cancellation Charge and the No Show Charge are chargeable where the cancellation conditions set out in these Terms are not met. Each of these charges is currently £3.00, but is subject to review from time to time.

4.15 Any Late Cancellation and No Show Charges will be noted on Your Membership record and Your ability to use Our facilities or make further bookings will be blocked until these charges are paid in full. Charges can be paid online via your account in the Membership Customer Portal or Better UK App.

5.1 You should ensure that Your Membership details are kept up to date. You can access Your own information via the Membership Customer Portal and Better UK App or You can ask our Customer Service Team to update Your records by emailing customerservices@GLL.ORG

5.2 Should You wish to change Your bank details, You should contact Us via Our “Contact Us” form on Our website at better.org.uk/contactus or in person at Your Home Centre.

5.3 If You ask Our staff to update the details of Your Membership or a Membership for which You pay, including bank account details, You will be required to provide proof of Your identity before any changes can be effected.

5.4 You can apply to change Your Membership type or Home Centre at any time. Please contact Us via Our “Contact Us” form on Our website at better.org.uk/contactus or in person at Your Home Centre. The amount You pay will be varied accordingly and You will be required to pay all Fees associated with the new Membership.

5.5 It is Your responsibility to purchase the correct membership type for Your needs. We do not offer refunds for retrospective membership fees paid should you wish to downgrade or change your membership to a different or a concessionary type. This excludes cancellation during the cooling off period. We reserve the right to withdraw or change memberships types at any time.

Monthly Memberships

5.6 You can amend your Monthly Membership by completing our online form. You can find this by clicking on the link on our website https://www.better.org.uk/amend-membership or by emailing customerservices@GLL.ORG. You will need to provide a minimum of one calendar months’ notice before your next direct debit date to enable us to amend your membership before your next direct debit collection.

5.7 You can request to upgrade or downgrade your Monthly Membership via the process outlined in 5.6. If you are upgrading you may be required to pay a pro-rata fee to cover the cost of the changes before your next direct debit payment can be collected.

5.8 You can cancel your Monthly Membership with Us Yourself via the Better Customer Portal or Better UK App by selecting ‘My Account’ then ‘Memberships’ then ‘Manage Membership’ then ‘Cancel Membership’ You will need to provide a minimum of 20 calendar days’ notice before Your next DD date to prevent further DD payment collection. You must await confirmation that your cancellation request has been processed. If You do not receive confirmation within 3 days, You must contact customerservices@GLL.ORG  to verify the status of your cancellation.

5.9 You can cancel Your Monthly Membership by emailing customerservices@GLL.ORG or by sending a letter to GLL at our registered address clearly marked “Membership Cancellation”. You will need to provide a minimum of one calendar months’ notice before Your next DD date to prevent further DD payment collection.You must await confirmation that your cancellation request has been processed. Cancellation requests will not be complete until this confirmation is issued. If You do not receive confirmation within 10 days, You must contact customerservices@GLL.ORG  to verify the status of your cancellation.

5.10 Where a Month In Hand payment exists, you will be entitled to free use at the point of cancellation based on 5.6 – 5.9 and for the full month of cancellation

5.11 Members are required to cancel their DD instruction (DDI) with their bank after the last payment has been debited, to complete the cancellation process. We will not refund monies collected because of Your failure to cancel Your DD at the bank

5.12 All cancellations made prior to the relevant Cut Off Dates of either 20 days or 1 month will be effective prior to the date the next DD collection is due and no further DD collection will be made. Cancellations received after the relevant Cut Off Dates will result in one final DD being collected on the next DD due date

5.13 We understand that You may wish to consider cancelling if We make significant changes to the activities and facilities covered by the Membership, which includes any price increases affecting Your Membership. Where we are unable to give you one month’s prior indication of any price increase and You wish to cancel as a result of this change You may do so by giving Us written notice of less than one month and Your responsibility to pay Fees will continue until the date immediately prior to the date on which the increase takes effect

5.14 If You have any other queries or concerns regarding Your Membership please contact us via the website at better.org.uk/contactus or email at CustomerServices@GLL.ORG or visit Your Home Centre.

Single Payment Membership

5.15 If you do not renew Your Single Payment Membership before it expires, it will automatically terminate at the end of the Membership term and a Set Up Fee will be payable if you wish to subsequently re-join.

5.16 You can cancel your Single Payment Membership via the Better Customer Portal or Better UK App by selecting the ‘My Account’ then ‘Memberships’ then ‘Manage Membership’ then ‘Cancel but you will not receive a refund for any Fees save for as set out below in clause 5.17

5.17 You will only be entitled to a refund on a Single Payment Membership if Exceptional Circumstances apply to You and by contacting Us at better.org.uk/contactus and setting out the Exceptional Circumstances. We will then consider your request and if We are satisfied that Exceptional Circumstances apply to You we will process your refund in accordance with clause 5.15. We may, acting reasonably, request evidence of your Exceptional Circumstances. 

5.18 If You do cancel a Single Payment Membership because Exceptional Circumstances apply, You will be charged at the Monthly Payment Fee rate for the proportion of the membership year prior to Your cancellation and we will refund You the remaining balance within 30 days. By way of example only, if the cost of a of a Single Payment Membership is £360 a year and You give Us notice of cancellation six months into Your Membership term We will refund you £180.

Pay As You Go Membership

5.19 The Pay As You Go Membership Fees are not refundable after the end of any applicable Cooling Off Period.

Block Bookings

5.20 You may cancel a Block Booking at any time during the term, but as indicated in clause 2.3 there will be no refund of any Fees paid

Freezing Your Membership

5.21 You may request that We freeze Your Monthly Membership if You are temporarily unable to continue participating for medical reasons or pregnancy. We may require reasonable evidence to support Your request. If We agree to Your request, We will activate the freeze from the date We receive that evidence.

5.22 You may request that We freeze Your Single Payment Membership if You are temporarily unable to continue participating for medical reasons or pregnancy. We may require reasonable evidence to support Your request. If We agree to Your request, We will activate the freeze from the date We receive that evidence.

5.23 You can freeze your membership via the Better Customer Portal or Better UK App by selecting the ‘My Account’ then ‘Memberships’ then ‘Manage Membership’ then ‘Freeze Membership’ and finally selecting the reason, start date and time period. The maximum freeze period permitted will display depending on Your selected reason.

5.24 Following the expiry of the Freeze Membership period you have requested the Membership will automatically be reinstated and collection of Fees will recommence.You may have to pay a different amount when your freeze finished to cover your access until your next DD is taken. This will show on your Better account as reconciliation fee.

5.25 You can notify Us via better.org.uk/contactus if You wish Us to unfreeze Your Membership early.

5.26 We will consider freezing Your Membership for non-medical reasons. You must apply in writing at Your Home Centre or online at better.org.uk/contactus. Memberships may at Our absolute discretion be frozen for a maximum of 3 months* within a 1 year period starting from the Commencement Date. Eligibility for a Membership freeze is restricted and supporting documentation will be required. Please ask a member of staff for further details. A nominal ‘Freeze fee’ may be charged each month via DD for non-medical freezes. *Dependent on reason.

5.27 In the case of any Membership freeze of Single Payment Membership, the period will not form part of the term of the Membership. For example, if the remainder of the term of a Membership is 4 months at the point of the freeze, when the Membership is reactivated, the remainder of the Membership will still be 4 months.

5.28 In the case of a Lessons & Courses Membership Freeze, the pupil will be removed from the lesson until they are ready to return and we will do our best to offer you a similar day/time however, this is not guaranteed.

6.1 As the Data Controller of the Personal Data We hold about You, We are responsible for upholding Your privacy rights, including Your right to access Your data and to ask for it to be rectified, erased or its use to be restricted, by complying with all relevant Data Protection Legislation. You can exercise your rights by contacting privacy@gll.org

6.2 We need to process the personal data You provide to Us in Your Membership application and the data We collect about Your usage of our facilities in order to provide Our services to You, to manage and administer Your membership, to conduct financial audits and deal with financial queries.

6.3 Where We collect ethnicity data We process this on the basis that the processing is necessary for i) the performance of tasks carried out in the public interest; and ii) necessary for reasons of substantial public interest.

6.4 Any special category data is collected and processed on the basis of explicit consent which You may withdraw at any time (see privacy notice on Our website for details on the potential impact of this and how to notify Us).

6.5 For further details on how and why We process Your personal data please refer to Our Privacy Notice which can be found here better.org.uk/privacy.

6.6 Your personal data (including special category data) will be automatically deleted 2 years after expiry or cancellation of the membership or in some cases 2 years after the last recorded use of the benefits.

Our Responsibility to You

7.1 We want You to enjoy peace of mind with Your Membership and Your wellbeing is of key importance. We will compensate You for any foreseeable loss or damage You may suffer if We fail to carry out Our obligations under these Terms or to a reasonable standard, or if We breach any duties imposed upon Us by law (including if We or Our employees, sub-contractors or agents cause death or personal injury to You by Our negligence) unless that failure is attributable to:

7.1.1 your own fault

7.1.2 a third party unconnected with Our provision of the facilities; or

7.1.3 events which We could not have foreseen or prevented even if We had taken all reasonable care.

7.2 We shall not be liable for any damage to, loss, or theft of personal property belonging to You, (or any of Your guests) at Our facilities including from lockers, except to the extent that any such loss, damage or theft of personal property is as a result of Our negligent action or omission, in which case Our liability to compensate You shall be limited to a reasonable amount.

Your Responsibility to Us

7.3 By using any facility, You are deemed to be fit and able to participate in the activity(ies) offered. Please refer to clause 3.10 and 3.11 for full details.

7.4 Where You are taking part in any physical activity You are responsible for monitoring Your own physical condition throughout Your use of Our facility. In the event of any unusual symptoms occurring, You should inform a member of staff immediately.

7.5 You must use the equipment and facilities in the correct manner according to instructions and/or induction training; You must not use the same in any manner which constitutes a health and safety risk either to Yourself or to others. We are not responsible for any injury or loss You suffer as a consequence of misuse of any equipment, or of any health condition that You may have (except where Our negligence causes personal injury).

7.6 Children under 8 years old are not allowed to be left unaccompanied and remain the responsibility of the guardian at all times whilst using the centre.

7.7 Lesson and Course pupils under the age of 8 years must be accompanied by their guardian to designated meeting point. At the designated meeting point they will be handed over directly to the teacher / coach within the activity area prior to the start of the Lesson or Course. At the end of the lesson the guardian must be at the same point to collect their children from the teacher. Lesson meeting points are identified by a clear board stating ‘Activity Lesson Meeting Point’.

8.1. Where applicable (depending on facility location) car parking facilities may be made available to You. You may use such spaces only when using the facility

8.2. We accept no liability for any loss or damage which may result from Your use of the car parking facilities. All such use is at Your own risk

8.3. Neither Membership nor planned / booked use of the facilities guarantees the availability of a parking space. Spaces are available on a first come first served basis

8.4. Parking may or may not be chargeable depending on location of the centre and local arrangements. Parking without due payment and displaying valid evidence of this will result in an enforcement ticket and charge usually administered by others

8.5. The car park terms and conditions as displayed shall apply

8.6. Where external storage facilities exist for bicycles, e-bikes, e-scooters, and e-unicycles they be must stored outside the premises in the designated area at the customer’s own risk.

8.7. Where there are internal cycle storage facilities for bicycles, e-bikes, e-scooters, and e-unicycles it is permissible for these items to be stored in only these dedicated areas at the customer’s own risk. They must not be stored elsewhere on the premises.

8.8. Where a battery component for bicycles, e-bikes, e-scooters, and e-unicycles is detachable it may be stored in the customer lockers at the customer's own risk.

8.9. The charging of batteries and equipment for bicycles, e-bikes, e-scooters, and e-unicycles within GLL premises is prohibited.

9.1 These Terms may be reviewed and/or altered at any time. We will use reasonable endeavours to inform Members of material or significant changes to the Terms as far in advance as possible with notice of any significant change such as the temporary closure of a facility or change to Fees. In these instances notices will be displayed in the facilities and, where You have provided an email address, this will be used as the primary method of contact for such notice.

9.2 We reserve the right to reject any application for Membership at Our absolute discretion, or withdraw any Membership if You fail to comply with these Terms and/or Our facility conditions. Refunds will not be given where the Member is in breach of these Terms.

9.3 These Terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims), shall be governed by, and construed in accordance with, the law of England and Wales.

9.4 If any court or competent authority finds that any provision contained in these Terms (or part of any provision) is invalid, illegal or unenforceable, that provision or part-provision shall, to the extent required, be deemed to be deleted, and the validity and enforceability of the other provisions of these Terms shall not be affected.

9.5 No failure by Us to enforce any provision in these Terms shall constitute a waiver of the right to subsequently enforce that provision or any other provision of these Terms. Such failure shall not be deemed to be a waiver of any preceding or subsequent breach and shall not constitute a continuing waiver.

9.6 A person who is not a party to these Terms shall not have any rights under or in connection with them.

Better is a registered trademark and trading name of GLL (Greenwich Leisure Limited), a charitable social enterprise and registered society under the Co- operative & Community Benefit & Societies Act 2014 registration no. 27793R. Registered office: Middlegate House, The Royal Arsenal, London, SE18 6SX. Inland Revenue Charity no: XR43398.