Active Lifestyles Stroud District Refund Policy

Introduction

Bookings are made with the intention of the participant attending the class/activity and the facilities are available to provide the activities being booked.

From time to time emergency situations arise which prevents the participant from attending the pre booked class/activity, or issues out of the centres’ control.

Facility Hire

Cancellation by Active Lifestyles Stroud District

1. We reserve the right to refuse, cancel or change any booking or event at any time prior to its commencement and to refuse admission to the event or centre, or to reject an application of membership or withdraw membership.
2. We can add to, change, withdraw or cancel activities/classes and facilities from the centre/s without notice. This includes changes to opening hours, maintenance and special one off events.
3. We will cease to operate an activity or withdrawal equipment from use without consultation for safety reasons where deemed necessary.
4. If we cancel your class/activity or event, we will refund you the full price.
5. Stroud District Council (trading as) Active Lifestyles Stroud District will not be responsible for any additional costs incurred as a result of cancellation or rescheduling.
6. There is no entitlement to refund where Active Lifestyles Stroud District is forced to cancel an event due to reasons beyond our reasonable control. However, refunds may be given at Stroud District Council’s discretion.

Cancellation by the Hirer

1. For the purpose of clarity activity and class bookings will be non-refundable. Alternative times may be offered – see facility/venue hire terms and conditions.
2. For birthday parties one month notice must be given in writing and addressed to the centre manager.
3. For birthday parties, In the event of illness an alternative date or credit will be issued.
4. Block bookings will be non-refundable and will finish at the end of the current booking term.
5. Holiday club bookings are non-refundable unless 14 days’ notice is given.
6. In the event of a child becoming ill for the above booking a credit note will be issued for future use.
7. For event bookings 8 weeks’ notice is required by the facility and all requests must be in writing and addressed to the centre manager.

Cancellation of classes/activities casual users

1. Classes may be booked up to 7 days in advance.
2. Classes/activities paid for up front will not be refunded if you cannot attend. Where possible we will move the booking to a time convenient to you.

Cancellation of classes/activities Members

1. Your membership entitles you to book classes and activities which are included in your membership.(see membership for full list of activities).
2. Any bookings under your membership which are booked simultaneously will be removed.
3. Members are required to cancel their booking within 24 hours if unable to attend.
4. If bookings are not cancelled a dishonour charge of £3.50 may be applied and for frequent no shows membership access may be withdrawn.
5. If you have an outstanding debt on your account, you will not be able to book any further classes/activities until any outstanding payments have been made in full.

Swimming Lessons

1. We do not refund swimming lessons.
2. In the event of long-term illness direct debits will be frozen, and any outstanding lessons will be credited to your account.
3. A freeze on your account must be given in writing to the relevant facility, no verbal freezes will be applied.

Private swimming lessons

1. Private swimming lessons are booked in blocks which are agreed in advance.
2. Refunds will not be given for lessons which have been agreed in advance.
3. In the event of long-term illness lessons will be credited to your account.

Personal Training

1. Personal training block are booked and agreed in advance.
2. Refunds will not be given for training sessions which have been agreed in advance.
3. In the event of long-term illness training sessions will be credited to your account.
4. Proof of condition may be requested.
5. We do not refund in the event of minor coughs or colds.

Refunds

1. If you are entitled to a refund, you must direct your request in the first instance to the centre manager where you made your booking.
2. Centre managers will follow the refund policy.
3. A credit note may be issued at the discretion of the centre manager if your request does not meet this policy.
4. Should you wish to return any retail product, on proof of purchase, we will exchange the item or provide a full refund, provided the item is unwashed, unworn, and unused. This will be valid for 28 days from the date of purchase. If any retail product is found to be faulty, on proof of purchase we will exchange the item or provide a full refund. This does not affect your statutory rights.