Refunds Procedure

Last Updated in July 2024

This refunds procedure relates to all membership types including lessons and courses and all activity bookings.

 

1. ARE YOU ENTITLED TO A REFUND

We review and make decisions about all refund requests in accordance with the current Terms and Conditions governing the sale of the memberships, courses, series of lessons or activity bookings. These are the terms to which you agreed at the time of purchase.  

We process any refunds according to the procedure set out below. The relevant terms can be found here; https://www.better.org.uk/legal-policies/terms  

Check in the relevant terms and conditions to see whether your situation is one for which a refund is due (in particular, the strict rules relating to your right to cancel during the “cooling off” period).

2. HOW TO REQUEST A REFUND

If, having checked the Terms and Conditions and the details set out in this procedure you believe you are due a refund, please complete our online refund request form here: www.better.org.uk/refund-request

For us to process your refund, if it is due, you are required to supply us with your personal information, as set out below: 

  • Full Name 
  • Email Address 
  • Phone Number 
  • Membership ID 
  • Refund Reason  
  • Refund Value 
  • Dates of the refund amount being requested 
  • 8 Digit Account Number and 6-digit Sort Code (for payment of the refund, if it is approved). 

Once you have submitted the refund request, we will send you an automatic response which will contain a link and instructions for you to be able to upload your relevant refund proof. We are unable to consider your request or process any refunds without proof of purchase. 

We do not refund lessons or courses for general, one-off non-attendance; this is because we cannot release the space in the class to be used by another pupil.  

All pre-paid activity bookings are non-refundable in accordance with clause 4.15 of the terms and conditions. 

You will be sent our first substantive response within 3 working days. We aim to respond with a final decision to all refund requests within 14 working days. 

Please note, some refunds can take longer depending on the level of investigation required and the supporting proof provided.

3. PROOF OF ENTITLEMENT TO A REFUND

The evidence we will require is shown below. Please note, if further information or additional evidence is required, we will contact you.  

You must submit your refund request within 4 weeks of the cause for refund, or of the date when you should reasonably have been aware of the refund event.  

Below are the reasons for a refund request and the evidence that we require: 

Refund Reason within the control of GLL 

Evidence Required 

Centre / Facility Closure by GLL 

Cancellation Confirmation Email/Formal communication from Better 

Activity / Lesson Cancellation by GLL 

 

Activity/Lesson Cancellation Confirmation Email 

Payment Correction / Administration Error by GLL 

 

Documented Proof to Confirm the Error e.g. original freeze or cancellation request 

 

Cancellation of Membership or lessons not processed by GLL 

 

Proof of your written cancellation of membership or lessons, proof of GLL’s confirmation of cancellation (sent automatically) AND confirmation from your bank that you notified them to cancel your DIRECT DEBIT. This is part of the cancellation process, and refunds will not be processed in relation to continued payments where the DD instruction has not been cancelled by you with your bank 

Membership / Lesson Cancellation Date Error by GLL 

Proof of your written notification/request to cancel your membership/lessons 

Membership / Lesson Freeze Date Error by GLL 

Proof of your written notification/request to freeze membership/lessons  

Refund Reason outside of the control of GLL 

Evidence Required 

Non-attendance for Medical reasons 

 

Dated Medical Proof on Headed Paper of your/your child’s condition and how it prevented you/your child attending 

Membership Cooling Off Period – including incorrect memberships or lesson purchases, cancelled within 14 days of purchase 

 

Proof of your written Cancellation which is dated within 14 Days of Purchase. This deadline is applied rigorously. 

 

Moving Away 

Proof Confirming new address and date of move – i.e. utility bill in your name 

PLEASE ALSO NOTE 

If you request any changes to your membership or courses/lessons purchase via the Better UK app, you will be sent an email confirmation by GLL. Please be sure to check your Junk or Spam Folders. If you do not receive this email, please contact our Customer Service Team straight away, so they can investigate your request.  

You will be required to provide this email as part of the evidence if we are processing a refund in relation to changes made on the Better UK App. 

 

Proof needs to be provided within 7 days from the date of submission of your refund request. 

This procedure does not cover refund requests for other purchases, such as Birthday Parties or Corporate bookings. Please contact your local centre management team who will investigate your request and respond in line with the relevant terms and conditions governing those purchases.  

On occasion, we may request that you provide complete bank statements to verify any payment discrepancies. It is essential for us to have access to complete bank statements (containing all transactions on the account) for a comprehensive investigation. If you do not receive full bank statements, you will need to download a PDF statement from your online banking platform or request a full bank statement from your bank. Regrettably, we are unable to accept screenshots from online banking platforms. 

We are unable to offer refunds for retrospective membership fees paid should you wish to downgrade or change your membership to a different or a concessionary type. 

We are unable to offer a refund on the basis that you disagree with, or you misinterpret our Terms and Conditions.  

 

4. SUSPECTED FRAUD

Please refer all suspected fraud to our customer services team and report this to your bank immediately. In our commitment to providing a fair and transparent refund procedure for our services, we acknowledge the unfortunate possibility of fraud. We emphasise that customers are encouraged to report all suspicious activity to their bank. Your Bank’s fraud team will play a crucial role in verifying and resolving such matters.  

To report suspected fraud or any suspicious activity to us, please visit https://www.better.org.uk/customer-service-enquiry/leisure 

Please be advised we offer a range of services for adults and children across the UK which means you may not instantly recognise a transaction as being genuine. A booking may have been made by yourself or a family member at one of our many leisure centres, libraries or children’s centres or you may have popped into one of our many facilities for a coffee. Please check this carefully when considering whether there has been fraudulent activity. 

For a list of our facilities, please visit https://www.better.org.uk/centre-locator.