• Terms and Conditions

Alive Terms & Conditions

Please view our full terms and conditions here:

Introduction

1.1       Your agreement is with us, Alive West Norfolk.

1.2       Please read these terms and conditions to help you understand our responsibilities to you, and your responsibilities to us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. Please note that if you sign up to any of our online facilities or groups, extra terms and conditions may apply.

1.3       We hope to have made these terms and conditions as clear as possible. If you have any questions, a member of our team will be happy to help you.

1.4       How to contact us. You can contact us by telephone at 01553 818007 or by writing to us at Alive Card Services, Greenpark Avenue, Kings Lynn PE30 2NB or via email to: alive.card@alivewestnorfolk.co.uk.

1.5       These terms and conditions apply at all times and take priority over anything a member of our team has told you.

1.6       These terms and conditions replace any previous versions.

2         Definitions

Alive Card                                     the membership card which you (or They) must use each time you (or

They) enter an Alive West Norfolk Sports Centre

Data Protection Legislation           as defined in clause 20.6;

Guarantor                                     a person signing for a membership of another person; Initial Membership Period             as defined in clause 7.2.2;

Instructor                                      Instructor, Coach, Personal Trainer, Swim Teacher;

In Writing                                       By letter to Alive Card Services, Greenpark Avenue, Kings Lynn PE30

2NB or via email to: alive.card@alivewestnorfolk.co.uk;

Junior                                           member under 19 years of age;

Personal Information                     is data processed under these terms and conditions relating to an identified or identifiable natural person and as defined under Data Protection Legislation;

Sensitive Personal Information     means a special category of Personal Information as defined under Data

Protection Legislation;

Sports Facilities                             the sports centres are Alive Lynnsport, Alive Downham Leisure, Alive

Oasis and Alive St James;

They, Linked member                   anyone who is linked to your membership; We, Us, Our                                  Alive West Norfolk;

Website                                        www.alivewestnorfolk.co.uk; You                                                the lead member;

Our Facilities

3.1       You must adhere to the rules and regulations for using facilities as set out in Part 2 Rules & Regulations.

PART 2 – RULES & REGULATIONS

1 General Health & Safety

1.1 As  your  safety  is  our  main  priority,  we  do  not  allow  crockery,  glassware  or  glass  bottles  in  any  activity  or changing areas unless we have organised this.

1.2 We  do  not  allow  pets  (except  for  registered  working  assistance  dogs)  in  Alive  West  Norfolk  sports  centres including outdoor sports areas.

1.3 To protect the safety of all members and guests, you must pay particular attention to all signs relating to health and safety in our facilities. If you do not understand a notice or sign please ask a member of staff.

1.4 Fire exits are clearly marked throughout the facilities. If there is a fire or if you hear the fire alarm, you should make your way out of the sports facility through the nearest possible exit to the advertised assembly point.

1.5 If you suffer an accident or injury on our premises, you must report it and the circumstances under which it happened to the Duty Officer immediately.

1.6 For your safety, when using the racket facilities, bowls  hall  or synthetic  pitches, you must wear appropriate footwear for the playing surface (for example, non-marking smooth-soled shoes on carpet courts).

1.7 Adults with care and support needs are encouraged to bring a carer or responsible adult who are given free entry to the facility to support the adult in need if the carer is not taking part in the activity. A small charge will be applied if carers are participating in the activity.

1.8 It is important that you notify us as soon as possible of any changes to your contact details.

1.9 By using Alive West Norfolk’s facilities or services you agree to the provision of medical assistance by staff and or that of outside medical help, should it be necessary. You also therefore accept that Alive West Norfolk shall not be held liable for any acts, omissions or adverse results of any medical treatment administered.

2 Your Children’s Health & Safety within Fitness Facilities

2.1 Supervising parent or guardian must be in the same area as the junior member.

2.2 Supervising parent or guardian can either be a member or a non-member; however non-members may not use facilities.

2.3 All junior users must have a programme card with them on every visit otherwise access will be denied.

2.4 Junior fitness members cannot gain access through the FastTrack systems.

3 Behaviour

3.1 We  will  not  tolerate  our  staff  or  other  members  being  verbally  abused,  intimidated  or  being  physically threatened. If we find this to be the case, we have the right to report you to the police, to ban you immediately and permanently from all Alive West Norfolk sports centresand if appropriate to cancel your entire membership.

3.2 We can prevent you from entering our facilities if we think that your behaviour is not appropriate.

3.3 In the event a user of our facilities causes damage, behaves in an unruly manner or refuses to obey an instruction from us, they will not be allowed to continue with their activity and the booking may be cancelled with immediate effect.

3.4 Persons under the influence of alcohol or any other substance will not be permitted to use the sports facilities.

3.5 Vandalism including graffiti will not be tolerated. If you want to paint graffiti please register your interest to a member of staff in the Kaset.

4 Ages

4.1 Standard User Ages

Tiny Tots                     Tots                              Junior                           Adult                             Senior Adult

Under 1 year               1 – 3 years                   4 – 18 years                 19 years +                    65 years +

4.1.1 Age restrictions apply for some activities. Please refer to specific session information.

4.1.2 Any  person  under  the  age  of  18  years  must  be  accompanied  by,  or  under  the  supervision  of,  a responsible adult, at an organised club, school or booked activity.

4.1.3 Children under the age of 8 will require a parent or responsible adult to remain within the designated viewing area for the lesson/activity for the duration of the lesson/activity and be available to assist should the child need to go to the toilet. This does not apply to holiday club activities.

4.1.4 Children  under  the  age  of  8  taking  part  in  an  organised  activity  must  be  met  in  the  facility  the lesson/activity is taking place at the end of the session by their parent/guardian.

4.1.5 Parents/Guardians  of  children  under  the  age  of  8  are  asked  to  supervise  their  children  within  the changing facilities. The designated changing facility of the supervising adult should be used.

4.1.6   We provide minimum ages for which activities can be undertaken and the minimum ages for which children can use facilities without supervision.  Parents/guardians should note that these facilities are not always supervised and it is the parents/guardians responsibility to determine above the ages stipulated that children are mature enough to use the facilities unsupervised in a safe manner compliant with the facility rules and regulations.  Parents should consider the risks to unsupervised activities such as using machinery and lifting weights in the gym, running alone on the athletics track or playing in the outdoor areas as examples.  Alive West Norfolk reserves the right to refuse entry or enforce supervision requirements for children above the stated supervision ages if we feel supervision is required to use the facilities safely.

4.1.7 Children aged 17 or under are not permitted to use the sunbeds.

4.1.8 Junior members 8-11 year olds can only attend the fitness studios unsupervised (without a parent or guardian) in designated junior supervised sessions which are Mon–Fri, 3- 5pm.

4.1.9 8-10 year olds will need to be supervised in the fitness studios by a parent or guardian (over the age of 18) if they wish to access the facility outside the times as set out above.

4.1.10 11-16 year olds can use the fitness studios at any time unsupervised as long as they are in possession of their programme card and are only using the machines that have been prescribed by the fitness staff.

4.1.11 No junior users under 16 years are permitted in the Performance Studio at Alive Lynnsport or the main studio at Alive St James.

4.2 Alive Swimming Pools – Under 8’s admission policy

4.2.1 All under 8’s must be actively supervised by a parent or responsible adult aged 18+ in the water in line

with the following ratios:

4.2.2 Children between 4 and 8 years – 2 children to 1 parent or responsible adult.

4.2.3 Children under 4 years – Ratio of 1 child to 1 parent or responsible adult. 2 children to 1 parent or responsible adult will be permitted if both children are wearing BS, EN or kite marked armbands/buoyancy jacket.

4.2.4 Where one child is under 4 years and one is between 4 and 8 years, there must be 2 parents or responsible adults actively supervising in the water. Where the child who is under 4 is wearing BS,EN or Kite marked armbands/buoyancy jacket there may only be 1 parent or responsible adult in the water with them.

4.3 Kaset Skatepark

4.3.1Children under 6 are not permitted to use the skatepark.

4.3.2 Spectators aged 15 years or younger must be signed in by a parent or responsible adult aged 18+.

4.3.3 Children under 11 must be supervised by a parent or responsible adult at all times. Parents or guardians of participants are permitted free entry to supervise.

4.3.4 A protective helmet must be worn at all times by all BMX riders, In-liners and Scooter riders and by

Skateboarders 17 or younger.

4.4 Climbing

4.4.1 All children under 18 must be supervised by a registered adult member and are required to wear a helmet at all times.

4.2 14-17 year olds may become a registered member following a satisfactory induction and completion of the registration form. The registration form must be countersigned by a parent/guardian.

4.3 The minimum age of a guest is 5 years

5 Smoking

Smoking, including e-cigarettes is not permitted in any area of the Alive West Norfolk facilities including outdoor playing areas.

6 Swimming Pools

6.1 Pool Hall Rules

6.1.1 For the safety and enjoyment of all swimmers, pool, slide, sauna and steam room rules are clearly displayed and are to be adhered to at all times.

6.1.2 The Duty Person holds the overall responsibility for staff and customers, therefore their instruction must be followed at all times.

6.2 Healthy Swimming

6.2.1 The pool water is carefully treated to ensure that the high standard of quality is maintained. Even the best-kept pools need your help so as not to introduce dirt and spread germs. If you are clean when you go in, less disinfectant is needed, and the water is nicer as well as safer.

6.2.2 Please follow these simple steps to help maintain the pools hygiene:

  1. Don’t swim if you are ill. Germs can be spread in the water, especially if you have sickness or diarrhoea (a minimum of 48 hours after your last symptoms and up to two weeks depending on the infection).
  2. Clean yourself. Shower with soap before you swim, and wash your hands after using the toilet. iii. Do not urinate in the pool, it’s bad for the pool water. Use the toilet first.
  3. Take children to the toilet before they swim (and watch out while in the pool).
  4. Standard nappies are not allowed, only swim nappies can be worn in the pool. vi. Ensure long hair is tied back.

vii.   Where an adult is double incontinent, the correct pool friendly protection must be worn to prevent faecal release into the pool.

The above guidance is in partnership with the Pool Water Treatment Advisory Group ‘PWTAG’ and Public Health

England. For more information visit www.pwtag.org

6.3 General Pool Information

6.3.1 Parents or responsible adults have specific responsibility for the safety of their own children whilst in the facility.

6.3.2 The pools are unable to loan armbands or floats, however there is a wide range available for purchase at reception.

6.3.3 All swimmers must wear suitable and appropriate swimwear; details of this can be obtained from the centre.

6.3.4 Please inform the lifeguards of any medical conditions before entering the pool.

6.3.5 We reserve the right to call out the public 5 minutes before the end of the session.

The pools operate scheduled timetables for term time and holiday periods which are subject to change. For the latest information or updates, please contact the relevant centre or check our website.

6.3.6 Lanes are only guaranteed during specific ‘Lanes’ sessions and are not compulsory during other

sessions.

6.3.7 Weak/non-swimmers are not permitted to pass the designated point. If at any point a member of staff has concerns over a swimmers ability they may be required to complete a swim test.

7 Fitness Studios

7.1 General

7.1.1 Please wear appropriate, clean clothing and footwear, offensive slogans or vests that expose the chest will not be permitted.

7.1.2 Please inform a member of staff of any changes to medical conditions; injuries or illnesses you may have.

7.1.3 All equipment is serviced regularly to ensure safe operation. If you should find any faults, please tell a member of staff.

7.2 Environment

7.2.1 Please swipe in for all visits and have your valid membership card available to produce on request

7.2.2 Please ensure all bags and coats are stored away.

7.2.3 Please bring your own drinks bottle.

7.2.4 Please do not use the drip tray on the water machine to dispense waste.

7.2.5 Please do not attempt to adjust or change any air conditioning units, speakers or open windows within the studio.

7.2.6 Chewing gum is not permitted in the   studio.

7.2.7 Please wipe down machines after use.

7.2.8 Non participants are only permitted in the studio with prior agreement from Alive West Norfolk

Management.

7.3 Equipment

7.3.1 If you are unsure how to use a particular machine or perform an exercise then please ask a fitness consultant prior to use.

7.3.2 Please return all free weights and bars back to the racks provided.

7.3.3 Please do not drop or crash weights.

7.3.4 Please do not place bars on the benches.

7.3.5 There is a 15 minute maximum time limit on equipment during busy periods.

7.4 Behaviour

7.4.1 Please be considerate of other users when performing more than one set.

7.4.2 Where dedicated circuit machines are offered, please ensure you work in a clock wise direction

and give way to those who are using as a one set only express circuit.

8 Group Fitness

8.1 General

8.1.1 Please inform the instructor of any medical conditions; injuries orillnesses you may have prior to the class commencing.

8.1.2 The class timetable is under constant review and is therefore subject to change.

8.1.3 Please refrain from using mobilephones during the class.

8.1.4 It is important that you notify us as soon as possible of any changes to your contact details.

8.1.5 Please wipe down all equipment after use.

8.1.6 All equipment is serviced regularly to ensure safe operation. If you should find any faults, please let your instructorknow.

8.1.7 To ensure your safety and wellbeing, ensure you follow all guidance givenby the instructor.

8.2 Environment

8.2.1 Please do not enter the activity areaprior to the class commencing or an instructor being in the area.

8.2.2 Please ensure all bags; coats or belongings are safely stored away from activityareas.

8.2.3 Please bring your own water bottle.

8.2.4 No food is to be consumed withinthe studio (this includes chewing gum).

8.2.5 The class timetable is strictly for those aged 16 and over unless lower ages arespecified within the timetable.

8.2.6 Non-participants are not allowed in the studio unless otherwise agreed byAlive West Norfolk.

8.2.7 Late arrivals may not be allowedto participate in the session.

8.2.8 It is recommended that you complete the full class to ensure you completethe correct cool down.

Bookings

4  Guest Bookings

4.1       Guests are able to use the Sports Facilities on a pay as you go basis.

4.2       Guest pay as you go bookings are accepted up to 7 days in advance, during general opening times in person or by telephone at any Alive West Norfolk Sports Facility. Some activities are bookable online.

4.3       Full payment is required at the time of booking for all pay as you go bookings.

5 Booking of sport and fitness activities

5.1 You can a book to use some of our sports and fitness activities. Age restrictions apply for some activities. Please refer to specific session information as to the restrictions that apply.

5.2  We may change our booking terms and conditions from time to time; we will advise of any changes by displaying notices in all Alive West Norfolk Sports Facilities.

5.3  Alive Card benefits can be used by You as the lead member and therefore only one sports court/activity can be purchased at any one time.

8.3 Group fitness bookings

8.3.1 To avoid disappointment booking is recommended for all Group Fitness classes.

8.3.2 Please ensure you register at reception for all classes and hand yourattendance card to the instructor.

8.3.3 Refer to Cancellations/No Show Charges in section 13 of Part 1, Terms & Conditions

8.3.4 Whilst we make every attempt toensure classes are available as advertised, no compensation will be offered for any cancellation or change of class.

8.3.5 Bookings are taken from 7 days in advance online, by telephone or in person

8.3.6 Alive card / membership numbers must be provided when booking.

8.3.7 Any payments due are to be made atthe time of booking.

Memberships

6 Membership Categories

6.1  We offer different types of memberships as set out below. The facilities available to you, the amount you

pay and the times you can use the facilities will depend on the type of membership you opt for. The types of memberships we offer include both contracted minimum term memberships and non-minimum term

7 memberships

Contracted minimum term memberships

7.1     Monthly Direct Debit or Annual memberships are available for adult members aged 19 or over and everybody on a family membership. There are three levels of membership available:

(i)     Active

(ii)   Lifestyle

(iii)   Platinum

7.1.2     Buddy Platinum

(i)     Available for a minimum of two adults joining together.

(ii)   Each person is individually responsible for their own membership.

(iii)   For Buddy Concession, concession status is applied individually to each qualifying person.

7.1.3     Corporate Platinum

(i)     Must work for one of our approved corporate partners.

(ii)   Each person is individually responsible for their own membership.

7.1.4     Family Memberships

(i)     This is available for 3 people living at the same address joining together as one membership. (ii)    The Family Membership can be 3 adults, 3 children or any combination.

(iii)   Payment will be from one bank account for which the lead member (or guarantor if membership is for only children) will be responsible.

(iv)   To add an additional child to a Family Membership, extra charges will apply. The lead person of the Family Membership will be responsible for payment, which will be from the same bank account as the Family Membership.

To qualify for Family Concession, the parent must qualify for concession status.

7.2     When will my contracted minimum term membership start?

7.2.1     If you opt for one of the contracted minimum term memberships, your membership will begin on the day you make your membership application.

7.2.2     Your membership will run for 12 calendar months from the 1st of the month after the membership start date, together with the part of the month as mentioned in section 10 ‘Starting your membership’,

clause 10.1.2 (the Initial Membership Period).

7.2.3     Your membership will continue indefinitely after the Initial Membership Period until you give us at least

one full calendar months’ notice in writing in line with section 14 ‘Ending your Membership, clause

14.1, unless:

(i)     You end your membership at the end of the Initial Membership Period;

(ii)   You switch to a different membership type at the end of the Initial Membership Period, clause 12. (iii)    You upgrade to a different membership during the Initial Membership Period, clause 12;

(iv)   You end your membership early, clause 14.2, or

(v)   We cancel your membership, clause 14.3.

7.2.4     For all contracted minimum term memberships your minimum commitment is to pay for the first 12 full calendar months of your membership (together with the part of a month as mentioned in clause

10.1.2). This applies if you pay by monthly direct debit and cancel before the end of the Initial

Membership Period, see also section 14.

7.2.5     If you want to end your membership after the end of the Initial Membership Period, you can give us one calendar months’ notice (see clause 14) as long as we receive your notice any time up to and including the first day of the final calendar month of your Initial Membership Period. If you give us notice but we do not receive it by the first day of the final calendar month, your membership will not end at the end of your Initial Membership Period. Instead, we will treat your notice as if we received it on the first day of the following month and your membership will not end until one month after that date.

7.2.6     There is more information on ending your membership in section 14.

8         Non-Minimum Term Monthly Direct Debit Memberships

8.1     There are a number of non-minimum term membership options available at the following levels: (i)     Active

(ii)   Lifestyle

(iii)   Platinum

8.2     The non-minimum term memberships available are as follows:

8.2.1     Junior Memberships (up to the date of the Junior’s 19th birthday)

8.2.2     Adult Memberships (19 years and over) – Month2Month Platinum

8.2.3     Adult Memberships (19 years and over) – Week2Week Platinum

8.3     When will my non-minimum term membership start?

8.3.1     Junior Memberships

(i)     Junior memberships will begin on the day the membership application is made and accepted by us.

(ii)   Junior memberships will run from the 1st of the month after the date you made your membership application, together with the part of a month as mentioned in clause 10.1.2. Your membership will continue indefinitely until you give us at least one full calendar months’ notice in writing in line with clause 14.1, unless:

  • You switch to a different membership type, see section 12.
  • You upgrade to a different membership, section 12.
  • We cancel your membership, section 14.3.

(iii)   If you want to end your membership you can give us one calendar months’ notice under clause

14.1 as long as we receive your notice any time up to and including the first day of the final calendar month of your Initial Membership Period. If you give us notice but we do not receive it by

the first day of the final calendar month, we will treat your notice as if we received it on the first day of the following month and your membership will not end until one month after that date.

(iv)   For more information on ending your membership please see section 14.

8.3.2     Adult Memberships (19 years and over) – Month2Month Platinum

(i)     Your membership will begin on the day you make your membership application.

(ii)   Your membership will run from the 1st of the month after the date you made your membership application, together with the part of a month as mentioned in section 10.1.2. Your membership will continue indefinitely until you give us at least one full calendar months’ notice in writing in line with clause 14.1, unless:

  • You switch to a different membership type, see section 12.
  • You upgrade to a different membership, section 12.
  • We cancel your membership, section 14.3.

(ii)     If you want to end your membership you can give us one calendar months’ notice under clause

14.1 as long as we receive your notice any time up to and including the first day of the final calendar month of your Initial Membership Period. If you give us notice but we do not receive it by

the first day of the final calendar month, we will treat your notice as if we received it on the first day of the following month and your membership will not end until one month after that date.

(iii)   For more information on ending your membership please see section 14.

8.3.3     Adult Memberships (19 years and over) – Week2Week Platinum

(i)     Your membership will begin on the day you make your membership application and will run for 7 concurrent days, after which period it will expire.

(ii)   The membership can be renewed as required.

(iii)   Membership must be paid in full at the time the application is accepted or renewed.

8.5     Bowls Club Memberships

8.5.1     A Bowls Club Membership is required to be held by any person wishing to play in the Lynnsport Indoor Bowls Club or Hunstanton Oasis Indoor Bowls Club leagues and competitions.  (This is different to the casual bowls membership).

8.5.2     An annual fee is required.

8.5.3     This membership will start annually from the 1st September

8.5.4     A part refund for annual fees paid will only be made in exceptional circumstances and on receipt of appropriate supporting evidence and at the sole discretion of Alive West Norfolk.

Alive Card

8.4 Alive Cards

8.4.1     Alive Card memberships are available for customers.

8.4.2     An annual fee is required for Alive Card Membership unless it is provided free of charge with any membership or monthly paid sports lesson agreement, which is to be given by Alive West Norfolk in its absolute discretion.

8.4.3     A part refund at the sole discretion of Alive West Norfolk will only be made in exceptional circumstances and on receipt of appropriate supporting evidence to the satisfaction of Alive West Norfolk.

8.4.4     To receive Membership / Alive Card benefits you must produce your Alive Card when you visit an Alive

West Norfolk sports centre, or quote the number when making reservations by telephone or online.

8.4.5     We may refuse to allow you to enter a sports centre or any Alive West Norfolk premises if you do not produce your membership card when asked to do so.

8.4.6     There is a charge of £2.00 for replacement cards/fobs.

8.4.7     Your membership benefits are personal to you and you cannot transfer them to another person. You must not lend your membership card to another person. To protect all of our members, we may ask to see another form of identification (besides your membership card) before we allow you into our sports centres.

Lessons

8.6     Lessons

8.6.1     The following lessons are available:

(i)     Swimming

(ii)    Gymnastics

8.6.2     Once you have booked one of the lessons set out at section 8.6.1, Your membership will begin on the day of your first lesson.

8.6.3     Your membership will run from the 1st of the month after the date you made your membership application, together with the part of a month as mentioned in clause 10.1.2

8.6.4     Your membership will continue indefinitely until you give us at least one full calendar months’ notice in

writing in line with clause 14.1 to end your membership, unless:

(i)     You switch to a different membership type, see section 12.

8.6.5     We may cancel your membership (see clause 14.3).

8.6.6     If you want to end your membership you can give us one calendar months’ notice in writing (see clause 14.1). If you give us notice to end your membership but we do not receive it by the first day of the final calendar month, we will treat your notice as if we received it on the first day of the following month and your membership will not end until one month after that date.

8.6.7     There is more information on ending your membership in section 14.

8.6.8     Following termination of your membership in accordance with section 14, your membership will end on the last day of the month and, no refunds of fees paid will be given in respect of part months.

8.6.9     No refund or credit of time will be offered where a student does not attend a lesson.

8.6.10   Lesson fees for courses are paid by monthly direct debit collected on, or just after 1st of each month.

8.6.11   The student will be issued with an Alive Card free of charge.  If entitled to concession rate the evidence must be provided when requested.

8.6.12   Direct debit fees are based on an average of 48 weeks (36 weeks at Alive Oasis).  There will be no increase in fees if above 48 weeks (36 weeks at Alive Oasis) or a reduction in fees if less than 48 weeks (36 weeks at Alive Oasis).  The number of weeks available during the year is mainly affected by closure on bank holidays.  Swimming lessons are not run at the Oasis during school holidays, or in December.  There is no collection of lesson fees for students registered on courses at the Oasis in August or December.

8.6.13   If we you unable to pay fees for any reason, we reserve the right to refuse attendance to courses until all arrears are paid in full.

8.6.14   If lesson fees remain unpaid after 15th of the month the student will be cancelled from the course.

8.6.15   When booking lessons, you are required to advise us of any medical conditions or special requirements which apply to the student.  It is your responsibility to notify us of any changes or developments to such medical conditions and/or special requirements.

8.6.16   Students must not be in the lesson area more than 5 minutes before the start and 5 minutes after each class.

8.6.17   We cannot guarantee the same instructor will run a class every week.  All instructors are appropriately qualified for the activity they lead.

8.6.18   We reserve the right to change the day, time of classes and cancel classes at any time.

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