Alive West Norfolk (AWN) is committed to hiring its centres responsibly to safeguard and promote the welfare of users.

Your agreement is with us, AWN.  Please read these Terms and Conditions to help you understand our responsibilities to you, and your responsibilities to us.

These Terms and Conditions (“Terms”) set out the agreement between AWN (“Us”, “We”, “Our”) and You when You pay for a membership with us and / or use our centres.

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.

AWN centres include (but are not limited to) theatre, cinema, town hall, community centres, gyms, swimming pools, indoor and outdoor sports, coached sessions, activity play centres, extreme sports, climbing and other facilities.

There may be additional Terms and Rules and Regulations which apply to individual centres, activities, online facilities or groups and you should familiarise yourself with these and read them carefully.

Terms may be generic in which case these Terms will apply to all customers, however some of the Terms will only apply to specific members, memberships or activities and may not be relevant to all customers.

By using our centres or signing into any membership agreement, you understand, accept and will adhere to Our Terms and any additional specific Terms and Rules and Regulations.

We hope to have made these Terms as clear as possible, but if you have any questions, a member of our team will be happy to help you.  You can contact us by:

• Telephone:
  01553 818007
• Post:                     
  Alive West Norfolk
  Alive Lynnsport
  Greenpark Avenue
  King’s Lynn
  Norfolk
  PE30 2NB
• Email:               
  enquiries@alivewestnorfolk.co.uk

These Terms always apply and take priority over anything a member of our team has told you.

These Terms replace any previous versions and are subject to change.

Terms
These Terms and Conditions

We, Us, Our
Alive West Norfolk (AWN)

You, Your
Any person who is using AWN centres, activities or facilities, the member or lead member, anyone aged 18 or below of which you sign on behalf of

Junior User
A user under 19 years of age

Adult User
A user aged 19 years or over

Responsible Adult
A user aged 18 years or above responsible for a junior user who is under the age of 16 years

 Parent
A person with legal parental responsibility for a child(ren), regardless of the parents’ age

 Centre / Centres / Venues

• Alive Downham (Downham Market) – 01366 386868 / downhamleisure@alivewestnorfolk.co.uk
• Alive Lynnsport (King’s Lynn) – 01553 818001 / bookings@alivewestnorfolk.co.uk
• Alive Oasis (Hunstanton) – 01485 534227 / oasis@alivewestnorfolk.co.uk
• Alive St James (King’s Lynn) – 01553 764888 / stjamespool@alivewestnorfolk.co.uk
• Alive Corn Exchange (King’s Lynn) – 01553 765565 / cornexchangeadmin@alivewestnorfolk.co.uk
• King’s Lynn Town Hall (King’s Lynn) – 01553 777775 / townhall@alivewestnorfolk.co.uk
• South Lynn Community Centre (King’s Lynn) – 01553 763620 / southlynncc@alivewestnorfolk.co.uk
• Fairstead Community Centre (King’s Lynn) – 01553 763620 / fairsteadcommunitycentre@alivewesetnorfolk.co.uk

Alive Card
The card which You will be issued with when taking out any agreement or membership with AWN.  You must use this each time You enter an AWN centre

Guarantor
A person signing for a membership or agreement of another person

Direct Debit
Contractual arrangement made with Your bank that allows Us to collect money at agreed dates

Minimum Term / Contract
A contract or agreement for a minimum term of 12 calendar months for members aged 19 years and over:

• Monthly Direct Debit – 12 direct debit payments
• Yearly Direct Debit – 1 yearly direct debit payment
• Yearly / Paid-In-Full Payment – paid in one yearly lump sum valid from date of payment

Start-Up Fee
A fee paid on the day of joining for enrolment and administration charges

Pro Rata / Up Front Payment
A fee paid on the day of joining for temporary membership benefits to take You up to Your first Direct Debit payment enabling You to start using Your membership benefits straight away.  This payment is not included as part of Your Minimum Term.

Bookable Activities
An organised activity session including, but not limited to, fitness classes, drop-in activities (i.e. bowls roll up, ladies badminton, tumble teds, Walking Football)

Bookable Areas
An area you can hire to organise your own activity including, but not limited to, indoor bookable areas (i.e. badminton, 5-a-side, squash, table tennis), outdoor bookable areas (i.e. 3G football pitch)

Coached Sessions
Including, but not limited to, fitness personal training sessions, private swimming lessons, holiday activities, fitness activities (i.e. PT Start Up, PT Health Check), 6 week group fitness courses, climbing wall inductions

Tickets
A ticket showing proof of purchase to allow admission to a show or event

Non-Attendance / No Show
Not turning up to (attending) a pre-booked activity

Block Booking
A series of activities for a set time period paid in arrears by invoice

Event
A one-off or irregular activity paid for in advance by invoice

Our Website
alivewestnorfolk.co.uk

Instructor
Instructor, Coach, Personal Trainer, Swim Teacher, Fitness Instructor, Activity Leader

Concessionary Status
For concessionary status entitlement, please visit https://www.alivewestnorfolk.co.uk/alive-card/

Personal Information
Is data processed under these Terms relating to an identified or identifiable person and as defined under current Data Protection legislation

Sensitive Personal Information
A special category of Personal Information as defined under Data Protection Legislation

In Writing

• Either by letter:
  Alive West Norfolk
  Alive Lynnsport
  Greenpark Avenue
  King’s Lynn
  Norfolk
  PE30 2NB

• Or email:
  enquiries@alivewestnorfolk.co.uk

Cycle Accessories
Any item provided to you together with a Cycle(s), either on a paid-for or free-of-charge basis (may include helmets, locks, child seats, trailers or lights)

a. Terms & Conditions may be reviewed and / or altered at any time. Terms and Conditions will be kept up to date on our website and where significant changes are made we will use reasonable actions to inform you with as much notice as possible including, but not limited to, displaying notices in centres and emailing you if you have provided us with an email address.

b. In the event of a serious incident or global pandemic, we may have to change the way we operate and amend our Terms and Conditions accordingly, which may be at short notice.

c. These Terms and Conditions apply to all users and agreements with us. Some of our agreements and contracts do not require a signed agreement (including monthly direct debit agreements under the Direct Debit Scheme). When using any of our centres or taking out any agreement with us, you agree you will abide by these Terms and Conditions and our Rules and Regulations (available on our website).

d. We are committed to making sure you are satisfied with the services we provide but understand that things don’t always go to plan all of the time. If you have a complaint, we want you to tell us about it as soon as possible so we can fully investigate it and sort this out for you as best we can. Details of our complaints procedure (including how to make a complaint) can be found on our website.

e. All users of our centres (including the car parks and outdoor areas) do so at their own risk.

f. By using our centres / venues. You agree to the provision of medical assistance by staff or outside service provisions should it be necessary. You therefore accept that we shall not be held liable for any acts, omissions or adverse results of any medical treatment administered.

g. We cannot accept responsibility for the loss of or damage to any personal property incurred whilst using our centres or on our premises.

h. Smoking and vaping is not permitted.

i. You are not allowed to enter our centres / venues or take part in any activities when under the influence of alcohol or illegal drugs.

j. With the exception of assistance dogs, animals are not allowed into our centres unless prior arrangement has been made with centre management.

k. We have welfare policies in place and take our safeguarding seriously. Policies are available upon request at your centre / venue.

l. The swimming pool at Alive Oasis closes for maintenance during the month of December. For information specific to memberships and courses, please refer to the relevant sections (4. Memberships / 5. Courses).

m. Car parking facilities are available at all centres:

i. Parking may be chargeable at certain centres, please ask at your centre for more information
ii. Where free car parking facilities are provided you may only use these when using that centre
iii. Where car parking is chargeable, parking without the necessary payment and displaying of your ticket or registration of your vehicle will result in an enforcement ticket and charge by the Borough Council of King’s Lynn and West Norfolk.
iv. Cars parked in the car park are left at the owners’ risk and we accept no liability for any loss or damage whilst using the car park facilities, unless the loss or damage is due to our negligence.
v. Neither membership agreements or planned / booked use of the centres guarantees the availability of a parking space and parking spaces work on a first come first serve basis.
vi. Specific terms and conditions may apply for different car parks, for more information please refer to the individual car park.
vii. At Alive St James, a free parking pass is available for contracted members between the hours of 6 and 8:30am. This must be requested at reception each time you visit otherwise you will be liable for any charges incurred.
viii. At Alive Oasis, a parking exemption is available for contracted members using the South Promenade car park outside the centre. This must be requested at reception each time you visit otherwise you will be liable for any charges incurred.

n. Equipment / Clothing Refunds – eligible within 14 days’ of date of purchase:

• We will refund any item with a manufacturer fault. Proof of purchase (receipt) must be provided.
• If you are not happy with an item you have purchased, if you return it to us in its original, undamaged, resaleable condition (i.e. all hang tags / hygiene labels attached and in original undamaged packaging) we will issue you with a credit note for the amount you purchased the specific item. Proof of purchase (receipt) must be provided.
• In the interests of hygiene, we do not offer refunds on used swimming costumes, nose clips and ear plugs unless they are of unsatisfactory quality at the point of purchase.

o. Alive Lynnsport, Alive Downham, Alive St James and Alive Oasis have lockers for the use of any users using our facilities and services:

i. These lockers can only be used whilst you are using the centres
ii. Lockers are chargeable, please ask at your centre for more information
iii. Locker keys must remain on site and cannot be taken off the premises (except where a different agreement is in place, example only: yearly bowls locker agreements)
iv. We have the right to gain access to any locker at any time.
v. Lockers will be checked and emptied daily and any items that are found will be recorded as lost property
vi. Please do not use the lockers for valuable items.
vii. You use the lockers at your own risk
viii. We do not accept liability for any loss or damage to any items stored in our lockers, except if the loss or damage is due to our negligence.

p. No electrical equipment is allowed on site unless agreed otherwise by centre management.

q. These Terms and Conditions and any claim or dispute arising out of, or in connection with them, are governed by the laws of England and Wales and the English courts have exclusive jurisdiction.

r. If any court or competent authority finds that any provision (or part of any provision) contained in these Terms and Conditions 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 and Conditions will not be affected.

s. Any failure by us to enforce these Terms and Conditions will not create a waiver of the right to enforce that provision or any other provision of these Terms and Conditions.

t. A person who is not a party to these Terms and Conditions does not have any rights under or in connection with them.

u. We reserve the right to reject or withdraw any agreement applications or use of our centres at our discretion if you fail to comply with these Terms and Conditions or our Rules and Regulations (available on our website).

v. Refunds will not be issued where you are in breach of our Terms and Conditions or Rules and Regulations (available on our website).

w. Use of our centres is subject to:

i. Availability of programmes. Our programmes and timetables are constantly under review and are subject to change. Any changes or cancellation of activities provided will not relieve you of your responsibilities under your agreement. We reserve the right to change the day, time or activities provided at any time.
ii. The safe capacities of our centres.
iii. Adherence to our Terms and Conditions and Rules and Regulations (available on our website).

x. Our management reserve the right to refuse entry or ask you and / or any other members of your booking to leave our centres / venues.

y. AWN reserve the right to prevent you from using centres in the future at their discretion.

z. Our interpretation of these Terms and Conditions and our Rules and Regulations (available on our website) will take priority and our decision is final and must be respected.

aa. We may need to amend, cancel, postpone, or introduce new activities on a temporary or permanent basis. Where and if possible, we will let you know about these changes in advance by displaying notices or contacting you if you have provided an email address or telephone number.

bb. By using our centres / venues, you are deemed to be fit and able to participate in the activity you are taking part in.

cc. Your health is your responsibility. Exercise carries its own risks and you should not exercise beyond your own personal abilities. If you have any concerns surrounding your fitness, have any medical conditions that may affect your safety when exercising or your health status changes you must speak to your doctor (or relevant health professional) for advice, guidance and clearance before partaking in any of our activities or services.

dd. When booking a ticket at the Alive Corn Exchange or Cinema it is the individuals responsibility to mention at the time of booking if they have any medical issues that may be effected by the show.

ee. You are responsible for keeping an eye on your own physical condition when taking part in any activity at our centres. In the event of any unusual symptoms, you must inform a member of staff immediately. We accept no liability for any injury or damage as a result of any health condition you may have (except where our negligence causes personal injury or damage).
ff. You must use all equipment and services according to instructions and / or induction training. You must not use equipment or services in a way that puts yourself or others at risk. We accept no liability for any injury or damage as a result of misuse of equipment or services (except where our negligence causes personal injury or damage).

Alive Lynnsport, Alive Downham, Alive Oasis & Alive St James

(including monthly Direct Debit, yearly Direct Debit and yearly Paid-In-Full Agreements. For Course Agreements please refer to section 5 Courses)

4.1 General Information

a. As soon as possible after your membership application has been approved, we will send or give you and any associated members an Alive Card. If You join online, your Alive Card will be issued on your first visit to a Centre.

b. You must use your Alive Card every time you visit a Centre. When making bookings over the telephone or online, you will need to quote Your Alive Card number.

c. If you do not present your Alive Card on arrival, you may be refused your membership benefits on that occasion. You will be able to purchase entry for your chosen activity at the standard rate at the discretion of centre management.

d. Your membership benefits are personal to you and cannot be transferred to another person.

e. You must not lend your Alive Card or membership details to another person. If you allow your membership to be used by another person, we may cancel your membership with immediate effect and prevent you from taking out future membership agreements with us.

f. To protect all members, we may ask to see another form of identification (besides your Alive Card) before allowing entrance to our centres.

g. Your membership will not be valid until you have had your photograph taken on our systems. This is to allow us to check and confirm your identity when you attend a centre and prevent fraud, misuse and abuse of membership benefits.

h. If You misplace or lose your Alive Card, please report this to us as soon as you can. A fee will be charged for replacement.

i. We will do our best to ensure all facilities and equipment are maintained, but any breakdown will not relieve you of your responsibilities under your agreement.

j. Our programmes and timetables are constantly under review and are subject to change. Any changes or cancellation of classes will not relieve you of your responsibilities under your agreement. We reserve the right to change the day, time or activities provided at any time.

k. Access to activities and facilities may vary due to centre availability and other existing bookings or events.

l. Access to outdoor activities may vary due to weather and visibility.

m. When booking activities, please be aware that set-up and take-down time is included within the activity booking time.

n. You must adhere to AWN’s Rules and Regulations.

4.2 Cooling Off Period

a. You have the right to change your mind up to 14 days after signing into any AWN membership agreement.

b. Your request to cancel must be received by us in writing within 14 days of the date you signed your membership agreement.

c. No refund for start-up fees will be provided when cancelling within Your 14-day cooling off period.

d. We will refund a portion of your pro rata payment that was made at the time of joining. The refund will be based on the days that will not be used after the date that we received your written cancellation request.

e. We will confirm to you in writing when your agreement has been terminated and how to retrieve any refund due to you. If you have not heard from us within 10 working days of your request, please get in contact.

f. Once we have processed your 14-day cancellation, your membership agreement will end with immediate effect.

4.3 Fees & Payments

4.3.1 General Information

a. All contracted and non-contracted memberships will require a start-up fee (unless waived through a promotional offer).

b. You will need to pay a pro-rata fee on the day of joining for temporary membership benefits to take you up to your first direct debit payment enabling you to start using your membership benefits straight away. This payment is not included as part of your minimum term. Please be aware that if you join after the 15th of the month, you will be required to pay for the rest of the current month and the whole of the next calendar month.

c. There will be extra charges for additional facilities, activities and services that aren’t covered in your membership agreement.

d. We do not offer discounted memberships if you are eligible for concessions. We do offer a concessionary status which will provide you with further discount off certain activities. If you believe you are entitled to concessionary status, please provide evidence at the time of joining for consideration. If you are entitled to concessionary status, this will be applied at the time of joining and you may be asked to provide updated evidence during your membership with us to continue to receive concessionary status. If your status changes throughout the duration of your agreement, please let us know and we will amend your agreement accordingly (please be aware a minimum of 15 days’ notice is required to make any adjustments).

e. If you are on a junior membership agreement, at the point you turn 19 years of age, you will no longer be eligible for a junior membership and the associated fees will no longer be available to you. Please refer to section 4.5 f for more information.

f. Membership fees are subject to review. If there are any changes, we will notify you in writing giving a minimum of 10 working days’ notice.

g. If we increase your membership fees during your initial 12-month minimum term, we will give you a minimum of 30 days’ notice. In the instance we notify you of a change to your price within your initial 12-month minimum term, you have the right to remain on your existing agreed price, but your membership agreement will be cancelled at the end of your initial 12-month minimum term contract.

h. All membership fees remain payable throughout your agreement regardless of your use of the centres (unless a suspension / freeze has been agreed).

i. Our memberships offer a variety of payment options:

i. Monthly Direct Debit
ii. Yearly Pay-In-Full
iii. Yearly Direct Debit
Please be aware that these payment options are not available to all membership types, please refer to the individual membership types for more information.

j. Monthly direct debit membership fees will be requested by direct debit on, or just after the 1st of each month.

k. Annual direct debit membership fees will automatically be requested yearly by direct debit on, or just after the 1st of the month at the point your annual agreement expires unless you notify us otherwise in writing giving one full calendar months’ notice in line with section 4.7 Cancellations. We will notify you by email two months before your renewal is due to ensure you are aware of your upcoming payment.

l. If you agree to a monthly or yearly direct debit agreement, you will be notified of all information in relation to your direct debit verbally upon joining and this will be confirmed in writing.

m. A monthly or yearly direct debit is a fully binding contract between us and you and will automatically continue until you notify us otherwise in writing giving one full calendar months’ notice in line with section 4.7 Cancellations.

n. Yearly direct debit membership fees are due every year and will be automatically collected by direct debit and cover one full year from the day of your direct debit collection.

o. Yearly paid-in-full membership fees are due every year and cover one full year from the day of the membership agreement start date.

p. Yearly / paid-in-full membership renewal fees will be based on the fees and charges at the time of renewal and not based on previous prices paid.

q. If you do not renew a yearly paid-in-full membership agreement on or before its expiry (obligation) date, a new membership agreement is required to be taken out if you wish to continue using the centres. This agreement will be based on the fees and charges at the time, not on previous prices paid, and may include start-up and pro-rata fees.

r. When you agree to a membership application (whether in person, online, or through any other method) for yourself or a junior user, you will be responsible for paying all the appropriate membership fees for yourself or that junior user until you either cancel (4.7 Cancellations) or change your membership (4.12 Changing Your Membership). You will also be responsible for paying any extra charges and fees which you or that junior user has to pay for services not covered by your membership agreement.

s. The swimming pool at Alive Oasis closes for maintenance during the month of December. All membership agreements allow usage of all centres so we hope you will be able to continue using your membership benefits at one of our centres however we understand that this may not always be possible:

i. If you have a swimming only membership and are unable to use any of our other centres, we can change your agreement to fitness or classes only for the month of December (if you opt for the fitness membership option, we will provide a PT Start Up (induction) free of charge). If you would like to take this option, you will need to request this in writing by the 15 November of that year, please ensure you include your name, date of birth, Alive Card number and full details of your request. Your request is only confirmed once you have received written confirmation from us. If you have not heard from us within 10 working days of your request, please get in contact.

ii. If you are unable to use another centre and don’t want to switch to another activity we can suspend your agreement for the month of December. If you would like to suspend your agreement, you must request this in writing by the 15 November of that year, please ensure you include your name, date of birth, Alive Card number and full details of your request. Your request is only confirmed once you have received written confirmation from us. If you have not heard from us within 10 working days of your request, please get in contact.

4.3.2 Arrears / Missed Payments

a. If you do not pay your monthly or yearly membership direct debit fee when it is due, we will contact you to let you know. Any amount due in line with your agreement will be added to your account.

b. If we have been unable to collect your direct debit membership fee on the 1st of the month, we will try to collect your direct debit payment a second time on, or just after, the 15th of the month. If we are again unsuccessful in collecting your payment, the debt will remain on your Alive Card. We will continue to collect future payments in line with your membership agreement.

c. Payments can be made either in person or by telephone at centres or via your online services account.

d. Failure to make any payment will result in your membership agreement being suspended. You will not be able to use any of our centres until all outstanding payments have been made. This does not mean we will end your membership agreement.

e. If you are within your contracted membership period and your account falls behind with 2 or more monthly payments, we will invoice you for the full outstanding balance of your entire membership agreement.

f. If you are outside of your contracted membership period or are on a non-contracted membership agreement and your account falls behind with 2 or more monthly payments, we will cancel your agreement with immediate effect. If you wish to restart your membership agreement you will be required to take out a new membership agreement in line with the fees and charges at that time and will not be eligible for any previous prices paid. You may be required to pay start-up and pro-rata fees for your new membership agreement.

g. If we are unable to collect your yearly direct debit, we will cancel your agreement with immediate effect. If you wish to restart your membership agreement you will be required to take out a new membership agreement in line with the fees and charges at that time and will not be eligible for any previous prices paid. You may be required to pay start-up and pro-rata fees for your new membership agreement.

h. We may refer any missed payments, including any future payments due in line with your membership agreement, to a debt collection agency.

i. We reserve the right to recover all outstanding balances.

4.4 Contracted Memberships

Minimum Term 6 or 12 Months (or any other period available at the time of joining)
For the purpose of these Terms and Conditions, we will use 12 months as the example, but this is transferrable depending on the minimum term of your agreement.

a. These membership agreements are available for adults aged 19 years and over.

b. Memberships will be paid monthly by direct debit or a single yearly paid-in-full payment.

c. Your membership will start on the day you make your membership application.

d. Your membership contract period is for a minimum term of 12 months:

i. Direct debit agreements: The 12-month period will start from the date of your first direct debit (not the date you make your membership application). This is 12 full calendar months which will include 12 direct debit payments.

ii. Annual / paid-in-full agreements: The 12-month period will start from the date you make your membership application and pay your membership fee.

e. Your membership will continue indefinitely (will continue to roll-over) at the end of your initial 12-month contract period until we receive written cancellation notice from you giving a minimum of one full calendar months’ notice in line with section 4.7 Cancellations, unless we cancel your agreement – please refer to section 4.7.3 Our Right to Cancel.

f. You can find more information on cancelling your membership in section 4.7 Cancellations.

4.5 Non-Contracted Memberships (No Minimum Term)

a. Your membership will start on the day you make your membership application.

b. Your membership will continue indefinitely (will continue to roll-over) until we receive written cancellation notice from you giving a minimum of one full calendar months’ notice in line with section 4.7 Cancellations unless we cancel your agreement – please refer to section 4.7.3 Our Right to Cancel.

c. You can find more information on cancelling your membership in section 4.7 Cancellations.

d. The following non-contracted membership agreements are available:

i. Junior Memberships (4 to 18 years)
ii. Rolling Contracts (19 years and over)

e. In relation to d. i. Junior Memberships, will be paid monthly by Direct Debit or a single yearly paid-in-full payment.

f. In relation to d. i. Junior Memberships, at the point you turn 19 years of age, you will no longer be eligible for a junior membership and on your 19th birthday, your junior membership will automatically end. We will contact you prior to this date to discuss transferring you to an adult membership. Where you transfer to an adult membership prior to your junior membership agreement expiring there will be no start-up fee. If your membership agreement expires, you will be subject to start-up fees when taking out a new membership.

g. In relation to d. ii. Rolling Contracts, memberships will be paid monthly by direct debit.

4.6 Suspending (freezing) your Membership

a. You may request in writing that we suspend your membership.

b. Membership suspensions are for a 2-month window or 2 consecutive direct debit payments and can be requested once within a 1-year period. If you require a longer suspension period, this will be considered on an individual basis at the discretion of AWN and supporting evidence may be required.

c. Suspensions will be charged a fee of £6 per month for the duration of suspension. For monthly direct debit customers, this will be collected on or after the 1st of the month via your normal direct debit collection. For yearly / paid-in-full customers this will be added as a charge to your account which you can pay off either in person or by telephone at your local centre or via your online services account. Your membership will remain inactive if there are unpaid fees on your account.

d. We only process suspensions in full calendar months and part month suspensions will not be considered.

e. All membership suspension requests will be considered on an individual basis. Exceptional circumstances may be considered and you may be required to provide supporting evidence in some circumstances. Suspension periods and charges may be altered at the discretion of AWN.

f. Your membership will be inactive for the duration of your suspension as confirmed in writing by us.

g. Your request must be received 15 days before your direct debit is due to be collected otherwise the suspension will not be actioned until the following month.

h. Your request must include your name, date of birth and Alive Card number. You must also include the date you are requesting your suspension to start from.

i. Memberships for juniors under the age of 18 years can only be suspended by the parent / guardian registered on the membership agreement.

j. Your suspension is only confirmed once you have received written confirmation from us, which will include the dates and conditions of your suspension. If you have not heard from us within 10 working days of your request, please get in contact.

k. If You have a yearly / paid-in-full membership, the number of months agreed for the suspension will be added to the end of your yearly membership agreement.

l. Your membership and any associated direct debits will automatically restart at the end of your suspension period as confirmed by us.

m. Please do not cancel the direct debit with your bank during the suspension period.

n. If your suspension falls within your initial 12-month minimum term, we will extend your minimum term by the length of your suspension. For example, if the remainder of your minimum term contract is 4 months at the point of suspension, when your membership is reactivated, the remainder of your membership minimum term contract will still be 4 months.

o. Suspending your membership is not the same as cancelling your membership. For information on cancelling your agreement, please refer to 4.7 Cancellations.

4.7 Cancellations

4.7.1 General Information Applicable to all Cancellations

a. You have the right to end your membership agreement at any point after you have fulfilled your minimum term contract as set out in your membership agreement. If you are looking to cancel your membership agreement before your minimum term contract period has expired, please refer to section 4.7.2 Early Cancellations.

b. Any cancellation requests must be received in writing giving one full calendar months’ notice. Your membership will continue indefinitely (will continue to roll-over) until we receive this cancellation request from you.

c. Cancellation requests will not be accepted verbally or through any other department than Alive Card services.

d. For yearly direct debit agreements, this notice must be received in writing one full calendar month before the renewal fee is due. If you do not notify us of cancellation, your fees will be automatically collected by direct debit and you will not be entitled to a refund of any payments.

e. If you give written cancellation notice after the 4th day of the month, your request will be treated as if it was received on the first day of the following month to allow for the one full calendar month notice. For example:

• If your request is received on the 20 April, your one-month notice period will start from the 1 May.
• Your last direct debit will be collected on 1 May and your membership will end on 31 May.

f. If your written cancellation notice is received between the 1st and the 4th of the month, we will treat it as if we received it from the 1st day of that current month. For example:

• If your request is received on the 3 April, your one-month notice period will start from the 1 April.
• Your last direct debit payment will have been collected on 1 April and your membership will end on 30 April.

g. Your cancellation request is not valid until it has been received by us.

h. It is your responsibility to ensure your written cancellation request has been received. We will confirm in writing to you whether your cancellation request has been agreed. If you have not heard from us within 10 working days of your request, please get in contact.

i. Only you can request to cancel your membership unless there are exceptional circumstances as agreed at the discretion of AWN.

j. Written cancellation requests for junior memberships under the age of 18 years can only be requested by the parent / guardian registered on the membership agreement.

k. You must continue to pay your membership fees until your membership ends.

l. When your membership expires as confirmed by us, your membership and any associated benefits will end.

m. Cancelling your direct debit with the bank does not mean you have given us written notice of cancellation.

n. Please do not cancel your direct debit with the bank until your membership has ended and we have collected the final direct debit payment from you. If you do this, we may be unable to collect any remaining payments you owe. In such circumstances, we will contact you as per section 4.3.2 Arrears / Missed Payments.

4.7.2 Early Cancellations

a. We will consider early cancellation of your membership where there are exceptional circumstances or a change in circumstance and supporting evidence of this circumstance / change is supplied. For example:

i. You have a medical condition, injury or illness meaning you are unable to use our centres on an ongoing basis.
ii. You lose your employment, are experiencing financial hardship or are declared insolvent.
iii. You are moving home or have been relocated in your employment to a location which is more than 15 miles from any of Our centres.
iv. We are satisfied that there has been a change in your personal circumstances other than those listed above, which means that it is no longer reasonable for you to use our centres or continue with a membership agreement.

b. To request early cancellation of your membership, your request must be received in writing giving one full calendar months’ notice.

c. You must provide suitable evidence to support your exceptional circumstance / change in circumstance when requesting cancellation.

d. Early cancellations will be agreed at the discretion of AWN.

e. All sections of 4.7.1 General Information Applicable to all Cancellations will apply to early cancellations.

f. If you pay a one-off yearly payment or a yearly direct debit payment for your agreement and we agree to your early cancellation request, you will be charged the monthly fee for the months used prior to cancellation and an additional month for the required one-month cancellation notice period. For example only: If you paid £275 for your yearly paid-in-full or yearly direct debit payment, the current monthly membership fee is £25 and you gave us notice of cancellation five months into your yearly paid-in-full or yearly direct debit membership agreement, we will charge you six times £25 (five months membership plus one months’ cancellation notice (£150)) and would arrange a refund for you for the balance (£125).

g. Cancelling your direct debit with the bank does not mean you have given us written notice of cancellation.

h. When your membership expires as confirmed by us, your membership and any associated benefits will end.

4.7.3 Our Right to Cancel

a. We reserve the right to end your membership agreement in the following circumstances:

i. You repeatedly break AWN Rules and Regulations.
ii. We close or no longer provide an activity area, service or facility linked to your agreement.
iii. If You knowingly allow another person to use Your Alive Card or membership benefits.
iv. If you persistently behave inappropriately or we receive founded complaints about your behaviour.
v. If we believe that continuing your membership agreement is not in the interests of staff or customers.

b. If we decide to cancel your membership agreement, we have the right to keep a proportion of money you have paid under your membership agreement to cover any costs we have had to incur.

c. If we decide to cancel your membership agreement, we may decline any future membership applications and prevent you from entering any of our centres in any capacity.

d. You have the right to appeal against a decision that we make. You can appeal via our complaints procedure, please refer to section 3. d.

4.7.4 Significant Changes at Our Centres

a. You can end your membership agreement with us at any time if we:

i. Close a centre permanently.
ii. Permanently withdraw the whole of the service or centre.

To end your membership agreement with us, you must follow our cancellation terms as set out in section 4.7 Cancellations.

4.8 Alive Card Membership

a. Alive Card memberships are available to all customers to purchase.

b. Alive Cards offer a discount on certain AWN activities – for more information on these activities, please refer to the individual session fees and charges information available on our website.

c. Alive Cards will be paid yearly.

d. We offer discounted rates if you are eligible for concessions. This will also provide you with a concessionary status which will provide you with further discount off certain activities. If you believe you are entitled to concessionary status, please provide evidence at the time of joining for consideration. If you are entitled to concessionary status, this will be applied at the time of joining and you may be asked to provide updated evidence during your membership with us to continue to receive concessionary status. If your status changes throughout the duration of your agreement, please let us know and we will amend your agreement accordingly (please be aware a minimum of 15 days’ notice is required to make any adjustments).

e. Any customer signing into a contracted, non-contracted, courses or bowls membership agreement excluding Tennis memberships will automatically get an Alive Card applied to their account for the duration of their membership so long as the membership remains active.

f. Part-refunds for this agreement will be considered on an individual basis in exceptional circumstances where supporting evidence is provided. Requests must be made in writing by you. Any decision made is at the sole discretion of AWN.

4.9 Alive Lynnsport Tennis Memberships

a. Tennis memberships are available to all customers aged 4 and above to purchase.

b. Tennis memberships will be paid yearly.

c. Tennis memberships do not offer Alive Card discount on any other activities with us.

d. Tennis memberships are only available at Alive Lynnsport.

e. Tennis memberships allow use of Alive Lynnsport tennis courts during normal opening hours and dependent on availability.

f. There will be an additional surcharge for floodlights during darker evenings where we deem light is required for safe play.

g. Your tennis membership only covers your usage of the court, if you bring along a guest to play with you, they are required to pay the appropriate guest charge.

h. Your membership will continue indefinitely (will continue to roll-over) until we receive written cancellation notice from you giving a minimum of one full calendar months’ notice in line with section 4.7 Cancellations unless we cancel your agreement – please refer to section 4.7.3 Our Right to Cancel.

4.10 Bowls Memberships

a. If you are wanting to play in either the Alive Lynnsport or Alive Oasis indoor bowls club leagues and competitions, you must hold a Bowls Club membership.

b. A yearly paid-in-full payment is required.

c. We offer discounted rates if you are eligible for concessions. This will also provide you with a concessionary status which will provide you with further discount off certain activities. If you believe you are entitled to concessionary status, please provide evidence at the time of joining for consideration. If you are entitled to concessionary status, this will be applied at the time of joining and you may be asked to provide updated evidence during your membership with us to continue to receive concessionary status. If your status changes throughout the duration of your agreement, please let us know and we will amend your agreement accordingly (please be aware a minimum of 15 days’ notice is required to make any adjustments).

d. Memberships will always start on 1 September.

e. Part-refunds for this agreement will be considered on an individual basis in exceptional circumstances where supporting evidence is provided. Requests must be made in writing by you. Any decision made is at the sole discretion of AWN.

4.11 Guest Pay As You Go

a. You can use the activities at our centres as a guest on a pay as you go basis.

b. Bookings for Guest Pay As You Go customers are accepted up to 7 days in advance either in person or by the telephone at any of our centres (during opening hours). Most of our activities are also available to book online and we encourage you to use this booking method where possible.

c. Full payment is required at the time of booking or using our centres for all activities.

4.12 Making Changes to Your Membership

a. You can apply to change your membership agreement at any time. To change your membership, you will need to take out a new minimum term contract. If you apply to change your agreement within your initial minimum term period and the new agreement is equal to or less than your existing monthly fee a £25 changeover fee will be charged. Details of your new agreement including start dates, minimum term contract dates, monthly / annual fees, start-up / pro rata payments will be explained upon signing into your new agreement. If you would like to apply to change your membership, please contact us either online or by visiting your local centre.

b. If you have a yearly paid-in-full or yearly direct debit agreement and we agree to change your agreement to a new agreement equal to or less than your existing membership agreement during the year period that you have already paid for, you will need to take out a new agreement for a new full 12-month period. We will credit any overpayment where the months remaining on the original membership agreement have been paid at a greater monthly rate than the new 12-month period against your new membership agreement. For example only: If you paid £360 for your yearly agreement, the monthly membership rate for this payment would be equivalent to £30 per month. If you downgrade to a yearly paid-in-full or direct debit membership agreement for £300, the monthly membership rate for this payment would be £25 per month, which is a £5 monthly difference. If you are 5 months into your original yearly membership agreement, there would be 7 months remaining with the £5 difference equating to £35 (£5 x 7). The £25 downgrade fee applicable to all downgrades then needs to be taken into consideration meaning there would then be £10 remaining to use towards your new contracted minimum term membership agreement.

Alive Lynnsport, Alive Downham, Alive Oasis & Alive St James

(including Swimming Lessons, Gymnastics, Tennis & Football)

5.1 General Information

a. We currently offer but are not limited to the following Courses:

• Swimming Lessons
• Gymnastics
• Football
• Tennis

b. We will do our best to ensure all facilities and equipment are maintained, but any breakdown will not relieve you of your responsibilities under your agreement.

c. Our programmes and timetables are constantly under review and are subject to change. Any changes or cancellation of classes will not relieve you of your responsibilities under your agreement. We reserve the right to change the day, time or activities provided at any time.

d. Access to outdoor activities may vary due to weather and visibility and may be relocated.

e. Any customer signing onto a courses membership agreement, will automatically get an Alive Card applied to their account for the duration of the agreement so long as the courses membership remains active.

f. As soon as possible after your courses membership application has been approved, we will send or give you an Alive Card.

g. Your courses membership and Alive Card benefits will not be valid until you have had your photograph taken on our systems. This is to allow us to check and confirm your identity when you attend a centre to help prevent fraud, misuse and abuse of course membership benefits.

h. Your Courses membership benefits are personal to you and cannot be transferred to another person.

i. You must not lend your Alive Card or membership details to another person. If you allow your membership to be used by another person, we may cancel your membership with immediate effect and prevent you from taking out future membership agreements with us.

j. If you misplace or lose your Alive Card, please report this to us as soon as you can. A fee will be charged for replacement.

k. You must use your Alive Card every time you visit a centre. When making bookings over the telephone or online, you will need to quote your Alive Card number.

l. Your courses membership will start on the day you make your membership application.

m. Your courses membership will continue indefinitely (will continue to roll-over) until we receive written cancellation notice from you giving a minimum of one full calendar months’ notice in line with section 5.5 Cancellations unless we cancel your agreement – please refer to section 5.5.2 Our Right to Cancel.

n. You can find more information on cancelling your courses membership in section 5.5 Cancellations.

o. You must not be in the course lesson area more than 5 minutes before the start of the session and no more than 5 minutes after the end of each session.

p. When booking any course, you are required to advise us of any medical conditions, special requirements or learning difficulties. It is your responsibility to notify us of any changes, developments, additions or new conditions or requirements as soon as you are aware.

q. All instructors are appropriately qualified for the course they are instructing.

r. All instructors are DBS checked.

s. We cannot guarantee the same instructor will run your course each session.

t. In the event of a reported accident during a gymnastics session, details will be forward to British Gymnastics for insurance purposes.

u. Swimming Lessons at Alive Oasis do not run through the month of December and there is no monthly direct debit collection in December for Alive Oasis Swimming Lesson course memberships.

v. The Development, Elite and JPL Football Programmes will not run through the month of June and there is no monthly direct debit collection in June for the Development, Elite and JPL Football course memberships.

w. You must adhere to AWN’s Rules and Regulations.

5.2 Cooling Off Period

a. You have the right to change your mind up to 14 days after signing into and AWN courses membership agreement.

b. Your request to cancel must be received by us in writing within 14 days of the date you signed your membership agreement.

c. We will refund a portion of Your pro-rata payment that was made at the time of joining. The refund will be based on the days that will not be used after the date that we received your written cancellation request.

d. We will confirm to you in writing when your agreement has been terminated and how to retrieve any refund due to you. If you have not heard from us within 10 working days of your request, please get in contact.

e. Once we have processed your 14 day cancellation, your membership agreement will end with immediate effect.

5.3 Fees & Payments

5.3.1 General Information

a. You will need to pay a pro-rata fee on the day of joining for temporary course membership benefits to take you up to your first direct debit payment enabling you to start attending your course and using your membership benefits straight away. Please be aware that if you join after the 15th of the month, you will be required to pay for the rest of the current month and the whole of the next calendar month.

b. Monthly membership fees will be requested by direct debit on, or just after the 1st of each month.

c. You will be notified of all information in relation to your direct debit verbally upon joining and this will be confirmed in writing.

d. A monthly direct debit is a fully binding contract between us and you and will automatically continue until you notify us otherwise in writing giving one full calendar months’ notice in line with section 5.5 Cancellations.

e. Courses do not run during a two week Christmas break, the Easter weekend and Bank Holidays. Payments are calculated over the year to include these breaks and direct debits will continue at the usual collection amount each month.

f. In the event of emergency closure, direct debit collections will not change or be refunded unless the closure is for longer than a two week period.

g. Swimming Lessons at Alive Oasis do not run through the month of December and there is no monthly direct debit collection in December for Alive Oasis Swimming Lesson course memberships.

h. Tennis lessons at Alive Lynnsport do not run during the school holidays (February; Easter; May; Summer; October & Christmas). There will be no monthly direct debit collection for Tennis courses at Alive Lynnsport in August.  During February, May & October Half Terms, children can take part in Tennis holiday activity offerings at Lynnsport at no charge (providing spaces are available); during all other holiday periods Tennis holiday activities will be chargeable.

i. All membership fees remain payable throughout your agreement regardless of your use of the centres (unless a suspension / freeze has been agreed).

j. There will be extra charges for additional facilities, activities and services that aren’t covered in Your courses membership agreement.

k. For gymnastics and swimming lesson course memberships, we offer discounted rates if you are eligible for concessions. This will also provide you with a concessionary status which will provide you with further discount off certain activities. If you believe you are entitled to concessionary status, please provide evidence at the time of joining for consideration. If you are entitled to concessionary status, this will be applied at the time of joining and you may be asked to provide updated evidence during your course membership with us to continue to receive concessionary status. If your status changes throughout the duration of your agreement, please let us know and we will amend your agreement accordingly (please be aware a minimum of 15 days’ notice is required to make any adjustments).

l. For tennis and football course memberships, we do not offer discounted rates if you are eligible for concessions. We do offer a concessionary status which will provide you with further discount off certain activities. If you believe you are entitled to concessionary status, please provide evidence at the time of joining for consideration. If you are entitled to concessionary status, this will be applied at the time of joining and you may be asked to provide updated evidence during your membership with us to continue to receive concessionary status. If your status changes throughout the duration of your agreement, please let us know and we will amend your agreement accordingly (please be aware a minimum of 15 days’ notice is required to make any adjustments).

m. No refund or credit of time will be offered where you do not attend a course lesson day or time.

n. If you are entitled to any concessions, you may be eligible for a reduced courses membership rate. This will be covered when enrolling onto a course and you will be required to provide proof of eligibility at the time of signing up and on a yearly basis thereafter.

o. Badges and certificates are purchasable at an additional cost from reception when awarded. This excludes gymnastics courses where badges and certificates are included in the monthly direct debit fee.

5.3.2 Arrears / Missed Payments

a. Failure to make any payment will result in your membership agreement being suspended. We reserve the right to refuse attendance to courses until any arrears are paid in full and you will not be able to use any of our centres until all outstanding payments have been made. This does not mean we will end your membership agreement.

b. If you do not pay your monthly courses membership fee when it is due, we will contact you to let you know. Any amount due in line with your agreement will be added to your account. We will try to collect your direct debit payment a second time on, or just after, the 15th of the month. If we are again unsuccessful in collecting your payment, the debt will remain on your Alive Card.

c. If your fees remain unpaid after the 15th of the month they were due, you will be cancelled from your course and your space may be taken by someone else. If you wish to restart your courses membership agreement You will be required to take out a new agreement in line with the fees and charges at that time and will not be eligible for any previous prices paid. You may be required to pay pro-rata fees for your new membership agreement. You will be offered a day and time that is available at the time you reapply and may not be able to attend on the same day and time as you did previously.

d. We may refer any missed payments, including any future payments due in line with your membership agreement, to a debt collection agency.

e. We reserve the right to recover all outstanding balances.

f. Course membership fees are subject to a yearly review. If there are any changes, we will notify You in writing giving a minimum of 10 working days’ notice.

g. Cancelling your direct debit with the bank does not mean you have given us written notice of cancellation. You must cancel your membership agreement in line with section 5.5 Cancellations.

5.4 Suspending / Freezing your Courses Membership

a. You may request in writing that we suspend your courses membership if you are temporarily unable to continue participating due to an injury or major illness.

b. The maximum length you can suspend your courses membership for at any one time is 1 month or 1 monthly direct debit payment. If you require a longer suspension period, this will be considered on an individual basis at the discretion of AWN.

c. Requests to suspend for any other reason will not be approved.

d. All suspension requests will be considered on an individual basis and suspension periods are at the discretion of AWN.

e. Your request must be received 15 days before your direct debit is due to be collected otherwise the suspension will not be actioned until the following month.

f. Your request must include your name, date of birth, Alive Card number and supporting evidence of your reason for suspension. You must also include the date you are requesting your suspension to start from and how long you are requesting the suspension to last.

g. Courses memberships for juniors under the age of 18 years can only be suspended by the parent / guardian registered on the membership agreement.

h. Your suspension is only confirmed once you have received written confirmation from us, which will include the dates and conditions of your suspension. If you have not heard from us within 10 working days of your request, please get in contact.

i. Throughout your agreed suspension, there will be no monthly charge and your membership will be inactive meaning you are unable to attend your course or use any of the centres.

j. Your membership and any associated direct debits will automatically restart at the end of your suspension period as confirmed by us.

k. Do not cancel the direct debit with your bank during the suspension period.

l. Suspending your membership is not the same as cancelling your membership. For information on cancelling your agreement, please refer to 5.5 Cancellations.

5.5 Cancellations

5.5.1 General Information Applicable to all Cancellations

a. You have the right to end your courses membership agreement at any point.

b. Any cancellation requests must be received in writing giving one full calendar months’ notice.

c. Cancellation requests will not be accepted verbally or through any other department than Alive Card services.

d. If You give written cancellation notice after the 4th day of the month, your request will be treated as if it was received on the first day of the following month to allow for the one full calendar month notice. For example:

• If your request is received on the 20 April, your one-month notice period will start from the 1 May.
• Your last direct debit will be collected on 1 May and your membership will end on 31 May.

e. If your written cancellation notice is received between the 1st and the 4th of the month, we will treat it as if we received it from the 1st day of that current month. For example:

• If your request is received on the 3 April, your one-month notice period will start from the 1 April.
• Your last direct debit payment will have been collected on 1 April and your membership will end on 30 April.

f. We will not issue refunds for part months for any cancellations.

g. Your cancellation request is not valid until it has been received by us.

h. It is your responsibility to ensure your written cancellation request has been received. We will confirm in writing to you whether your cancellation request has been agreed. If you have not heard from us within 10 working days of your request, please get in contact.

i. Only you can request to cancel your courses membership unless there are exceptional circumstances as agreed at the discretion of AWN.

j. Written cancellation requests for junior courses memberships under the age of 18 years can only be requested by the parent / guardian registered on the courses membership agreement.

k. You must continue to pay your courses membership fees until your membership ends.

l. When your courses membership expires as confirmed by us, your membership and any associated benefits will end.

5.5.2 Our Right to Cancel

a. We reserve the right to end your courses membership agreement in the following circumstances:

i. You repeatedly break AWN Rules and Regulations.
ii. We close or no longer provide an activity area, service or facility linked to your agreement.
iii. If you knowingly allow another person to use your Alive Card or membership benefits.
iv. If you persistently behave inappropriately or we receive founded complaints about your behaviour.
v. If we believe that continuing your courses membership agreement is not in the interests of staff or customers.

b. If we decide to cancel your courses membership agreement, we have the right to keep a proportion of money you have paid under your courses membership agreement to cover any costs we have had to incur.

c. If we decide to cancel your courses membership agreement, we may decline any future membership applications and prevent you from entering any of our centres in any capacity.

d. We reserve the right to cancel any course provided within our centres.

e. You have the right to appeal against a decision that we make. You can appeal via our complaints procedure, please refer to section 3. d.

5.5.3 Significant Changes at Our Centres

a. You can end your courses membership agreement with us at any time if we:

i. Close a centre permanently.
ii. Permanently withdraw the whole of the service or centre.

To end your membership agreement with us, you must follow our cancellation terms as set out in section 5.5 Cancellations.

6.1 General Information

a. Most activities are bookable online and you are encouraged to make your bookings using our online services. If online booking isn’t suitable or available to you, you can make bookings by contacting your local centre.

i. At the Alive Corn Exchange, an online administration fee is charged per transaction regardless of the number of tickets purchased.
ii. At the Alive Corn Exchange tickets can either be collected from the centre or posted out for an additional charge.

b. All bookable activities are bookable up to 7 days in advance from midnight. Other bookings (including, but not limited to, Coached Sessions, Birthday Parties, Block Bookings and Events) are bookable further in advance – please refer to specific activities for further information.

c. If you reserve a ticket for a show at Alive Corn Exchange, the ticket must be paid for within 7 days’ of the reservation date or 24 hours before the performance or event begins – whichever is sooner. Uncollected reservations will be released for resale.

d. At Alive Corn Exchange, gift vouchers are available and redeemable against any show or cinema showing. We cannot replace lost or stolen gift vouchers.

e. We advise you book all activities in advance to secure your space.

f. If Alive Card or membership discounts are available , these are only available to you as the Alive Card holder. Therefore, only one sports court / activity can be purchased to your Alive Card.

g. Tickets must only be purchased for personal use. Tickets cannot be purchased as part of any form of a for-profit business or commercial activity.

h. Activity specific restrictions may apply to certain activities (for example age restrictions), please refer to specific activity information for details on any restrictions that may apply.

i. Bookings are not transferrable between customers.

j. If you arrive late for your booked activity, we have the right to refuse entry depending on the activity booked and any relevant Health and Safety considerations (for example only: if you arrive late for a class you may be refused entry as you will have missed the warm-up exercises which must be completed).

k. Our activities may contain set-up and set-down times within the booked / allocated time.

l. At Alive Lynnsport, Alive Downham, Alive Oasis and Alive St James, you must register your attendance by scanning your Alive Card at the centre reception or our FastTrack gates (available at Alive Downham and Alive Lynnsport only) to ensure you are marked as attended. Failing to register will result in you being marked as a non-attendee and link you to our Cancellation Policy.

m. All cancellations fall under our Cancellation Policy.

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

o. We recommend where possible you use our online services to cancel your bookings. If online services aren’t suitable or available to you, you can cancel bookings by contacting your local centre.

p. You must adhere to AWN’s Rules and Regulations at all times.

6.2 Cancellation Policy

a. AWN reserves the right to close or prevent the use of any centres, venues, activities or facilities. If this happens, any charges you have paid in respect of affected bookings will be refunded or credited to you. AWN will not be liable for any other expenditure incurred or loss sustained directly or indirectly by you following the cancellation.

b. At Alive Lynnsport, Alive Downham, Alive Oasis and Alive St James, a strike cancellation policy is in place for cancellation and non-attendance of all bookable activities, coached sessions. This Cancellation Policy applies to all agreement types whether the activity was included within your membership benefits or paid for at the time of booking. The tables below outline the Cancellation Policy rules for bookable activities and coached sessions:

Bookable Activities

Cancellation Notice	Action Applied
More than 2 hours’ notice	A credit note for the amount paid for the specific activity will be applied to your Alive Card account for use against future AWN sports activities.
Less than 2 hours’ notice	No credit note or refund will be issued for the amount paid for the specific activity and one strike will be applied to your Alive Card account.
Non-attendance / no-show	No credit note or refund will be applied for the amount paid for the specific activity and one strike will be applied to your Alive Card account.

Coached Sessions

Cancellation Notice	Action Applied
More than 24 hours’ notice	A credit note for the amount paid for the specific activity will be applied to your Alive Card account for use against future AWN sports activities.
Less than 24 hours’ notice	No credit note or refund will be issued for the amount paid for the specific activity and one Strike will be applied to your Alive Card account.
Non-attendance / no-show	No credit note or refund will be applied for the amount paid for the specific activity and one Strike will be applied to your Alive Card account.

Strikes

• If you receive a strike on Your account, this will remain on your account for a period of 3 months.
• If you have 3 active strikes on your account at any one time, a 7-day pre-booking restriction will be applied to Your account.
• A 7-day pre-booking restriction will prevent you from pre-booking into any activities with AWN through any method (online or with your centre). You will be able to turn up on the day at the start time of an activity and book into and attend that activity if there is availability.
• When Your 7-day pre-booking restriction has expired, all previous strikes will be removed from your account.

c. Alive Corn Exchange ticket cancellation policy:

• Tickets cannot be exchanged or money refunded.
• Returned show tickets will only be offered for resale when the venue is sold out with a handling charge added per ticket.
• If tickets are privately resold at a higher price than the face-value, they immediately become void and the holder will be refused entry.
• If we reschedule a performance due to a global pandemic or significant event, your tickets will automatically be transferred to the new date. If you cannot attend the new date, you will receive a full refund of the price paid for the ticket.

d. Birthday party cancellations will receive a full refund or credit note of any payments made in advance where written cancellation notice is given to the centre giving 8 days or more notice. If less than 8 days’ cancellation notice is received, no refund or credit note will be issued.

e. There may be times where you are legitimately unable to provide the required activity cancellation notice in line with our Cancellation Policy. These times may include a sudden emergency, pregnancy, those living with disabilities or health conditions. In these instances, you can contact management to request to have your late cancellation or non-attendance strike removed and any applicable payment credited to your account. Decisions on these matters will be at the discretion of management at AWN.

Alive Lynnsport, Alive Downham, Alive Oasis & Alive St James

7.1 General Information

a. All applications for hire must be made through our online booking enquiry form:
https://www.alivewestnorfolk.co.uk/form/venue-booking/

b. All applications must give a minimum of 14 days’ notice for consideration. If your booking request gives less than 14 days’ notice, you will need to make your booking through our general bookings process, please refer to section 6. Activities & Classes.

c. If we accept your booking, a booking offer will be sent to you which you must sign and return to us. This confirms your agreement to our Terms and Conditions. Booking offers will state the activity area, date and times of booking, any booking dates not available and the price. You will be required to state on the booking offer if you have appropriate insurance, policies, qualifications and licenses in place.

d. You will need to confirm you have valid qualifications, licenses, policies, appropriate insurance and valid DBS checks in place before we are able to confirm your booking.

e. We reserve the right to refuse any booking application.

f. Block bookings are not confirmed until a signed booking agreement is in place.

g. Events are not confirmed until a signed booking agreement is in place and the full booking fee payment has been received by us.

h. A confirmed booking agreement does not give automatic entitlement to renewal of further sessions.

i. We reserve the right to change booking agreement terms and conditions by providing a minimum of 1 months’ written notice of any changes to the terms of the agreement.  For any changes to the terms and conditions of the agreement, you have the right to withdraw from the agreement at the end of the notice period given by us.  You must notify us in writing of your intention not to continue with the new agreement terms providing a minimum of 14 days’ notice.

j. Hire for commercial purposes, or generation of income by individuals or organisations may be subject to commercial hire rates. Decisions on rates payable for all bookings will be made at the discretion of AWN.

k. The hirer will be the person named on the booking enquiry form and shall be solely responsible for the booking and compliance with our Rules and Regulations (available on our website).

l. Bookings will only be able to access the booked activity area during the times stated on the booking agreement. Any additional time required will need to be agreed in advance and will be charged accordingly.

m. Any set-up and set-down requirements for the booking will be included within the booking time as per the confirmed booking agreement.

n. The hirer must not sub-let or transfer their booking.

o. Our centres must only be used for the purposes detailed at the time of booking.

p. We reserve the right to cancel bookings at any time without payment or compensation.

q. Priority for block booking requests will be given to recognised clubs, schools and organisations. Depending on demand, block bookings may also be granted to pay as you go hirers.

r. In certain circumstances it may be necessary to cancel the hirers booking (for example only: to cancel a date within the block booking agreement to accommodate an event). In these circumstances we will give the hirer as much notice as possible.

s. The hirer must notify the centre Duty Person of any serious injuries or accidents that occur during their booking.

t. The hirer must ensure that there is no infringement of any copyright and / or third-party intellectual property rights whatsoever connected with the booking.

u. The hirer must ensure that all appropriate license, insurance and permits are present if needed and obtained in the proper manner.

v. The hirer agrees to reimburse AWN for any expenses incurred for special provisions in connection with their booking.

w. The hirer agrees to reimburse AWN for the rectification of any damage caused to our centres during the booking period.

x. The hirer agrees to reimburse AWN for any claims arising from the booking.

y. No licensing and catering arrangements can be made except as agreed with and directed by us.

7.2 Payments

a. Block bookings will be invoiced monthly in arrears.

b. Events will be invoiced at the time of booking and must be paid in full before any bookings are confirmed.

c. Payments are due within 14 days of the date on the invoice.

7.3 Cancellation Policy

a. All cancellations must be received in writing to the centre.

b. Block booking cancellations must be received giving a minimum of 8 days’ notice for the date of cancellation. If less than 8 days’ notice is received, the hirer will be invoiced for the full amount of the booking as detailed on the booking agreement. If more than 8 days’ notice is received, the hirer will not be invoiced for the cancelled session.

c. In the event of an Event of cancellation by the hirer, where notice is received:

i. Three or more months’ notice is received, a full refund less a £25 administration fee will be issued.
ii. Within three months of the event, 50% of the hire fee will be refunded
iii. Within two months of the event, 25% of the hire fee will be refunded
iv. Within one month of the event, 0% of the hire fee will be refunded

d. Bar / Catering cancellations:

i. If less than two weeks’ notice is given, no refund will be given.
ii. Between two weeks and one-month days’ notice is received, a 50% refund of the quoted amount will be issued.
iii. If more than one months’ notice is received, a full refund will be issued less any charges for expenses we have incurred.

e. We reserve the right to close or prohibit the use of any of our centres. In which case, any charges paid in respect of a booking we have cancelled because of this happening will be refunded to you. We will not be liable for any other expenditure incurred or loss sustained directly or indirectly by the hirer (You) because of the cancellation.

8.1 General Information

a. All applications for hire must be in writing on the printed form available at the venue.

b. We reserve the right to refuse any booking application.

c. Bookings are not confirmed until you have been notified in writing and a signed booking agreement is in place.

d. A confirmed booking agreement does not give automatic entitlement to renewal of further sessions.

e. The hirer will be the person named on the booking enquiry form and shall be solely responsible for the booking and compliance with our Terms and Conditions and Rules and Regulations (available on our website).

f. The hirer must remain on the premises at all times throughout the booking.

g. Bookings will only be able to access the booked activity area during the times stated on the booking agreement. Any additional time required will need to be agreed in advance and will be charged accordingly.

h. If your booking overruns, you will be liable for any additional charges and services at the fee agreed for your event.

i. The hirer must not sub-let or transfer their booking.

j. You must only use the venue for the purposes detailed at the time of booking. If we cancel your booking due to this, we will not be responsible for any other expenditure incurred or loss sustained directly or indirectly by you because of the cancellation.

k. We reserve the right to cancel bookings at any time without payment or compensation.

l. The hirer must notify a member of staff of any serious injuries or accidents that occur during their booking.

m. The hirer must ensure that there is no infringement of any copyright and / or third-party intellectual property rights whatsoever connected with the booking.

n. The hirer must ensure that all appropriate license, insurance and permits are present if needed and obtained in the proper manner (for example Public Entertainment License and / or Theatre License). You agree not to do, or permit, any act of thing whereby any license or licenses to the premises or parties thereof could be refused, suspended removed or in any way endangered.

o. The Music, Singing and Dancing license can be viewed upon request.

p. The hirer agrees to reimburse AWN for any expenses incurred for special provisions in connection with their booking.

q. The hirer agrees to reimburse AWN for the rectification of any damage caused to our venues during the booking period.

r. The hirer agrees to reimburse AWN for any claims arising from the booking.

s. No licensing and catering arrangements can be made except as agreed with and directed by us.

t. For events where security is deemed necessary by us, you agree to supply adequate security personnel who are registered with the Security Industry Authority. We will always determine the level of security needed for your booking.

u. Where the use of our premises is for Trade Shows / Craft Fairs, you agree to indemnify us for loss and / or damage to the Public by any stall holders’ negligence.

v. Equipment / goods should only be stored on the premises for the duration of the agreed event unless prior written approval has been agreed.

w. You will not affect the cosmetic condition of the building / fixtures and fittings (i.e. use blue-tac / nails on the walls).

x. For internal decorations approved by us, the use of plants; flowers; shrubs and evergreens will be allowed provided they are in containers and do not touch walls or fixtures / fittings.

y. After the booking, the venue must be in the pre-event condition (i.e. cleanliness). You may be charged additional costs to return the venue to its desired levels (i.e. cleaning).

z. No electrical or other fittings / appliances may be altered, removed, interfered with or installed without prior approval of the venue Technical Manager.

aa. No lasers, strobes, pyrotechnics or any other form of high intensity lighting shall be installed or used without the prior approval of the venue Technical Manager.

bb. It is the responsibility of the hirer to ensure that all equipment brought into the venue complies with any relevant legislation. We can refuse the use of equipment if this isn’t adhered to.

cc. Unless with prior agreement, we will provide the bar and snack services throughout the venue and will retain all income revenue.

dd. During your booking, you must adhere to our Safeguarding Policy, which is available on request.

ee. There are maximum occupancy numbers on our venues, including on the lift provision. Therefore, at the time of booking we will ask you approximately how many guests will require lift access – this must be confirmed one week prior to the booking.

ff. Cinematograph displays are prohibited unless falling within the exemptions to section 5 of the cinematograph Act 1952 and the use a of flammable film is prohibited.

gg. Sky lantern and mass balloon releases are prohibited.

hh. In the view of possible lighting and power cuts, we reserve the right to limit the number of hours for heating and lighting at any function or close the venue.

King’s Lynn Town Hall Specific Information:

ii. No confetti is allowed within the venue.

jj. Hirers are not permitted to supply ANY drink (soft or alcohol) when utilising bar services. If no bar is booked, then subject to our agreement, supply of own drink may be permitted (not for sale).  A corkage charge will be applied to any alcohol per 750ml as per our pricing structure.

kk. No external decorations, flags, emblems or notices will be allowed except on official poster boards.

ll. All ceremony and reception packages are from 3pm until midnight. We ask that you vacate the building promptly at midnight.
mm. The removal of hired chair covers is the responsibility of the hirer and must be accounted for within the agreed booking times. Failure to do so may result in additional charges to the hirer.

South Lynn and Fairstead Community Centre Specific Information:

nn. All bookings must have a designated competent individual to lead in the event of an emergency and deal with the control and evacuation of the group they are responsible for.

oo. You must familiarise yourself with all emergency and safety information issued upon booking and follow these at all times.

pp. If you wish to hire a bar for your booking, you must use our licensed bar holder for the premises – more information is available on request. This must be arranged by you on an individual basis with the licensed bar holder. If you are not using the licensed bar holder as advised by us, your booking may be cancelled with immediate effect.

qq. For any bookings where alcohol is present must have door security. This will be arranged by us at an additional cost.

rr. If alcohol is present at any point during a booking and this has not been disclosed on the booking form or agreed by us, we will contact a security firm to attend if available and all associated costs will be invoiced to you. If security is unavailable, the booking will cease immediately and no refund will be issued.

8.2 Payments

a. All confirmed booking applications require a minimum deposit of 25%.

b. The balance of the hire charge must be made at least three months before the date of the booking.

c. We reserve the right to cancel your booking and re-let the venue if full payment is not made within this period.

d. Bookings made within 3 months of the booking date must be paid for in full at the time of booking.

8.3 Cancellation Policy

a. All cancellations must be received in writing to the venue.

b. The hire fee means the total cost of hiring the venue and relevant staff / services.

c. Reasonable endeavours will be made to relet cancelled hiring dates and proceeds of such new hirings will be set against amounts due to us.

d. In the event of cancellation by the hirer, where notice is received:

i. Three or more months’ before the events, a full refund excluding the deposit amount will be issued.
ii. Within three months of the event, 50% of the hire fee will be refunded
iii. Within two months of the event, 25% of the hire fee will be refunded
iv. Within one month of the event, 0% of the hire fee will be refunded

e. All deposits are non-refundable.

f. We reserve the right to close, prohibit the use of any of our venues and cancel any associated bookings. In which case, any charges paid in respect of a booking we have cancelled because of this happening will be refunded to you. We will not be liable for any other expenditure incurred or loss sustained directly or indirectly by the hirer (you) because of the cancellation.

a. Personal information you supply to us may be used in several ways including, but not limited to:

• To manage your account and membership with us
• For audit and debt collection
• For fraud prevention
• To inform you of centre closures
• To inform you of cancelled bookings
• To inform you of urgent centre information
• For statistical analysis relevant to our business needs.

b. Sensitive personal information you supply to us may be used in several ways including, but not limited to:

• Medical information: will be shared with instructors to ensure you are fit to participate or to make reasonable adjustments for your inclusion. Some of these instructors may be third party sub-contracted providers or volunteers.
• Physiological and medical information may be analysed to monitor your progress. For example only: we may monitor your body weight, body fat percentages or blood pressure over time so you can see the progress you are making against your personal goals.
• Statistical analysis relevant to our business needs.

c. We may share your personal information with third party data processors who look after aspects of our business including, but not limited to:

• The Borough Council of King’s Lynn and West Norfolk (aspects include, but are not limited to, carrying out accounting and banking operations on Our behalf, management of IT systems)
• Software providers including, but not limited to:

o Legend Leisure Ltd – host our leisure management systems including our customer database
o CAP2 Solutions – provide the system for our courses and where customer progress can be monitored
o Clubspark – provide the management system for our tennis courts.
o Mailchimp – manages email communications with our customer database
o CAPITA – payment processing including, but not limited to, direct debits, chip and pin payments and online payments
o Patronbase – our main theatre operating system and database.

• Sub-contracted staff and organisations who deliver activities and services on our behalf. These organisations will only receive the information necessary for the purpose of the activity / service they are providing.

d. We will not share or sell your personal information to third parties for the purposes of marketing unless you provide us with the consent to do so.

e. We will not share your personal information with any organisations that do not provide a service to our business operations unless required to do so by law.

f. You must ensure that personal details linked to your membership are kept up to date (for example address, email address, bank details etc.). You can update these either through your online account or contacting your local centre. If you request our staff to update your details, you will be required to provide proof of identity before any changes can be made. Any information communicated with you will be considered valid if we send it to the personal details held on your membership account.

g. Your privacy is important to us and we will manage any information you provide to us within the requirements of the Data Protection Act 1998, the General Date Protection Regulations (GDPR) 2018 and the Data Protection Bill 2018 (which together form the Data Protection Legislation). For further details about the information we collect, how we use and protect it, please see our Privacy Policy.

a. We do not accept liability for damage or loss to your property that may happen in our centres or our grounds unless that loss or damage arises from our negligence or our failure to take reasonable care.

b. We do not accept liability for the injury or death of any user that may happen in our centres or grounds, other than liability which arises from our negligence or our failure to take reasonable care.

c. By law, we do not have to pay you compensation for any service, centre or equipment not being available for health and safety reasons or if such unavailability is for the benefit of our users.

d. Nothing in these Terms and Conditions is meant to limit any rights you might have as a consumer.

e. For the avoidance of doubt, nothing in this section excludes our liability for death, personal injury or fraud arising from our negligence.

f.   Alive Lynnsport has a Cycle Hire scheme in place and the following applies

i. You accept total responsibility for the safe custody of the cycle(s) and cycle accessories during the period of hire and will indemnify us against any loss (including loss by theft) or damage howsoever caused to the cycle(s) or cycle accessories. We reserve the right to charge additional fee(s) on your final bill to cover any damage.

ii. Where cycle(s) or cycle accessories are either not returned or are damaged beyond repair, you will be liable for the full cost of the cycle(s) / cycle accessories.

iii. You recognise that all cycling involves risk of injury and hazards (including traffic and road conditions) and that the use of accessories such as child seats and trailers can change the dynamics of cycling. We accept no liability for personal injury to you or to third parties arising from the use of the cycle(s) and cycle accessories (save where this results from a defect in the hired cycle or cycle accessories which could not have been identified by you in advance.

iv. Cycle(s) and cycle accessories remain the property of ours at all times.

v. In the event of a mechanical failure, you must return the cycle the same day (or as soon as possible) to us and we will replace the cycle where possible.