5.1. You should ensure that Your Membership details are kept up to date. You can access Your own information via the Membership Portal through our online member services or for Members using lessons and courses via Home Portal or You can ask our Customer Experience Team to update Your records by emailing customerservices@GLL.ORG
5.2. If You select to manage Your details via the better App or Better Website online, You will be asked to create a user name and password to manage Your account information. It is Your responsibility to keep these safe. Your online account can be access via the Membership Portal through our online member services or for lessons and courses members via Home Portal.
5.3. Should You wish to change Your bank details, You should contact Your Home Facility either via the “Contact Us” form on Our website.
5.4. 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
5.5. For some type of Memberships you are able to purchase additional activities at a reduced rate referred to as “Top Ups”. For more information on this please visit www.better.org.uk
5.6. You can apply to change Your Membership type at any time. Please contact Us via Our “Contact Us” form on Our website or in person at Your Home Facility. The amount You pay will be varied accordingly but you will be required to pay all Fees associated with the new Membership
5.7. Any requests for refunds will be dealt with in line with Our refund policy
Cancellations – Contracted Annual Members and Contracted Monthly Membership
5.8.1 If you do not renew Your Contracted Annual Membership before it expires , it will automatically terminate at the end of the term and a re-joining fee may be payable if you wish to subsequently re-join.
5.8.2 If you do not cancel your Contracted Monthly Membership at least one month before it expires it will automatically transfer to a Monthly Prepaid Membership until you cancel by giving us one month’s notice.
5.9. You may suspend a Contracted Annual Membership or Contracted Monthly Membership in accordance with clauses 5.21 – 5.24
5.10 You may ONLY cancel a Contracted Annual Membership or Contracted Monthly Membership during a Membership year if Exceptional Circumstances apply to You and by giving Us one month’s notice in writing to Your Home Facility setting out the Exceptional Circumstances and requesting to cancel Your Membership. We will then consider your request to cancel and if We are satisfied that Exceptional Circumstances apply to You we will process your cancellation in accordance with 5.11 and 5.12 below. We may, acting reasonably, request evidence of your Exceptional Circumstances. You cannot cancel a Contracted Annual Membership or Contracted Monthly Membership save as set out in this clause 5.10.
5.11 If You do cancel a Contracted Annual Membership because Exceptional Circumstances apply, You will be charged at the Monthly Prepaid Membership rate for the proportion of the membership year prior to Your cancellation becoming effective and the Cancellation Fee and we will refund You the balance within 30 days. By way of example only, if the cost of a Monthly Prepaid Membership is £35 a month and the cost
of a Contracted Annual Membership is £350 a year and You give Us notice of cancellation five months into Your Contracted Annual Membership We will charge you six times £35 (five months membership plus one month’s notice, being £210) plus £30 (being the cancellation fee) and we will refund you the balance (£110) within 30 days.
5.12 If You do cancel a Contracted Monthly Membership because Exceptional Circumstances apply, You will be charged at the Monthly Prepaid Membership rate for the used portion of the membership (prior to giving Us notice of cancellation) plus the Cancellation Fee. By way of example only, if the cost of a Monthly Prepaid Membership is £35 a month and the cost of a Contracted Monthly Membership is £30 a month for 12 months and You give Us notice of cancellation five months into Your Contracted Monthly Membership We will charge you the difference between six times £35 (five months membership plus one month’s notice, being £210) plus £30 (being the cancellation fee) and what you have paid during those six months (which depending on when your DD runs is likely to be £180). This means you will need to pay us £60. You must either pay Us in full on the date You cancel Your Membership or via the next month’s DD that would have fallen due had the Membership not been cancelled.
5.13 Failure to pay the monthly fee for a Contracted Monthly Membership will be deemed to be a cancellation of Your membership and the cancellation terms will apply.
Monthly Prepaid Members
5.14 You may cancel Your monthly prepaid Membership with Us by providing Us with minimum of 4 weeks notice. The actual notice period depends on the date in the month on which You provide us the notice and your DD date. (Section 5.15 provides full details). Notice can be given by obtaining and completing a cancellation form either online at www.better.org.uk/contactus or by visiting your Home Facility and returning the signed form. Should We choose to discontinue any of Our Memberships, You will be notified in writing one month in advance
5.15. 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
5.16. All cancellations made prior to the relevant Cut Off Dates 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 (notice period of minimum 4 weeks). Members are also required to cancel their DD instructions (DDI) with their bank after the last payment has been debited, to fully complete the cancellation process. We will not refund monies collected because of Your failure to cancel Your DD at the bank.
5.17. Where a Month In Hand payment exists, you will be entitled to free use at the point of cancellation based on 5.15 and for the full month of cancellation
5.1.8 If You have any other queries or concerns regarding Your Membership please go to www.better.org.uk/contactus or visit Your Home Facility
Pay & Play Membership
5.19 The Pay & Play Membership Fees are not refundable after the end of any applicable Cooling Off Period
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
Suspending Your Membership
5.21. You may request that We suspend Your Monthly Prepaid Membership if You are temporarily unable to continue participating for medical reasons. We may require reasonable evidence to support Your request. If We agree to Your request, We will activate the suspension from the date We receive that evidence. You must notify Us in writing when You wish Us to re-activate Your Membership. However, at the expiry of the maximum 3 month suspension, the Membership will automatically be reinstated and collection of Fees will recommence.
5.22 You may request that We suspend Your Contracted Annual Membership or Contracted Monthly Membership if You are temporarily unable to continue participating for medical reasons. We may require reasonable evidence to support Your request. If We agree to Your request, We will activate the suspension from the date We receive that evidence. You must notify Us in writing when You wish Us to re-activate Your Membership. However, at the expiry of the maximum -3 month suspension (Contracted Monthly Membership) or 6 month suspension (Contracted Annual Membership) - the Membership will automatically be reinstated and for Contracted Monthly Memberships, collection of Fees will recommence.
5.23. We will consider suspending Your Membership for non-medical reasons. You must apply in writing at Your Home Facility or via contact us form online at www.better.org.uk/contactus. Memberships may at Our absolute discretion be suspended for a maximum of 3 months* within a 1 year period starting from the Commencement Date. Eligibility for suspension is restricted and supporting documentation will be required. Please ask a member of staff for further details. A nominal ‘suspension fee’ will be charged each month via DD for non-medical suspension. *Dependent on reason
5.24. In the case of any Membership being suspended, the period of suspension shall 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 suspension, when the Membership is reactivated, the remainder of the Membership will still be 4 months