• Terms & Conditions and Rules & Regulations

Terms & Conditions

1. Overview & Introduction

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.

2. Definition & Interpretation (Key)

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 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

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)

3. General Information

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).

4. Memberships

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.

5. Courses

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 do not run during the Summer, Easter and Christmas holidays. The tennis lesson programme operates for 40 weeks of the year and the monthly direct debit payment fee reflects this.

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. Activities, Tickets & Classes (Bookings, Payments & 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.

7. Block Bookings & Events

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. Alive Corn Exchange (Theatre Only), King’s Lynn Town Hall, Fairstead & South Lynn Community Centre Block Booking & Events

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.

9. Data Protection & Your Personal Information

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.

10. Liability

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.

Rules & Regulations

1. Overview & Introduction

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

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

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

There may be additional Terms and Conditions 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.

Rules and Regulations may be generic in which case these Rules and Regulations will apply to all customers, however some of the Rules and Regulations 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 Rules and Regulations and any additional specific Terms and Conditions and Rrules and Regulations.

We hope to have made these Rules and Regulations 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 Rules and Regulations will always apply and take priority over anything a member of our team has told you.

These Rules and Regulations replace any previous versions and are subject to change.

You can view AWN’s Terms and Conditions on our website.

2. Definition & Interpretation (Key)

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

Junior Fitness User
A user between the ages of 8 and 15 years

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 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

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 / Paid-In-Full Payment – paid in one yearly lump sum valid from date of payment

Our Website
alivewestnorfolk.co.uk

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

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

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)

3. General

3.1 Health and Safety

a. As your safety is our priority, we don’t allow crockery, glassware or glass bottles in any activity or changing area unless this has been arranged, organised or agreed by us.

b. To protect the safety of all members and guests, you must pay particular attention to all signs displayed around our centres, in particular health and safety notices. If you don’t understand a notice or sign, please speak to a member of staff.

c. If you suffer an accident, injury or incident at one of our centres, you must report it and the surrounding circumstances to the centre Duty Person / manager immediately.

d. All equipment is inspected, serviced and maintained regularly to ensure safe operation. If you should find any faults, please report these to a member of staff at the time.

e. Please don’t use any equipment that has been placed out of order.

f. The Duty Person or Front of House Manager on shift at the time of your visit holds the overall responsibility for anyone in the centre. As such, their instructions must always be followed.

g. Physical activity or exercise is undertaken at your own risk. If you have any concerns about your health or suitability for your chosen activity you should seek guidance from a doctor or relevant health professional before participating.

h. Please cover any open cuts or wounds when using our centres.

3.2 Behaviour & Etiquette

a. Verbal abuse, intimidation, physical threats to staff or customers and vandalism (including graffiti) will not be tolerated. If we find this to be the case, we have the right to report you to the police, ban you with immediate effect and impose a permanent ban on usage of our centres. If necessary, we will also cancel any associated memberships or agreements with no compensation and will not reimburse any fees

b. Inappropriate actions, language and conversations will not be tolerated.

c. If we believe that your behaviour is not appropriate, you cause damage to our centres, or refuse to obey instructions from us, we have the right to report you to the police, ban you with immediate effect and impose a permanent ban on usage of our centres. If necessary, we will also cancel any associated memberships or agreements with no compensation.

d. Customers under the influence of alcohol or drugs will not be permitted to use our centres.

e. If you are worried about another customers’ behaviour or actions, please report this to a member of staff at the time.

f. Closed Circuit Television (CCTV) is used throughout our centres (certain areas are excluded including, but not limited to, changing and toilet areas) to ensure the safety and security of staff, customers and our centres.

3.3 General Information

a. Please don’t come into our centres if you are unwell, have any Coronavirus symptoms or have been told to self-isolate.

b. Customers with care and / or support needs are encouraged to bring a carer or responsible adult along to their activity. If the carer / responsible adult is not using the facilities, they may accompany free of charge. If the carer / responsible adult is participating in the activity, a small fee will be charged – prices can be viewed on our website.

c. Personal property and belongings are the sole responsibility of the owner.

d. Please ensure all personal equipment is stored away and out of the main activity areas in the lockers provided. Lockers are chargeable, please ask at your centre for more information.

e. Please bring your own drinks bottle to activities.

f. Please don’t use the drip trays on water machines to dispose of / dispense waste.

g. Please don’t adjust or change any air conditioning units, temperature gauges or open windows throughout our centres.

h. Chewing gum is not permitted.

i. Please disinfect / clean down any equipment after use using the disinfectant provided.

j. We don’t allow pets (except for assistance dogs) in our centre’s including outdoor sports activity areas (i.e. 3G pitches).

k. Smoking and vaping is not permitted.

l. At Alive Lynnsport, Alive Downham, Alive St James and Alive Oasis, you must swipe in for all visits and have your Alive Card available to produce on request.

m. Please wear appropriate, clean clothing and footwear. Offensive slogans or vests that expose the chest are not permitted.

n. At Alive Lynnsport, Alive Downham, Alive St James and Alive Oasis, we advise all customers to advise us of an emergency contact or, have access to an emergency contact.

o. Please treat our centres with respect and tidy up after yourselves (i.e. put rubbish in the bins provided).

p. At Alive Lynnsport, Alive Downham, Alive St James and Alive Oasis, when booking any activities or for general queries about your agreement, you must provide your membership or Alive Card number. You may also be asked further security questions before further actions are taken.

q. You must register at reception or our front desks when attending any activity.

r. Payments for activities must be made at the time of booking. Access will not be granted without payment for your chosen activity.

s. You must exercise care, common sense and self-preservation always.

t. Non-participants are only permitted into activity area if providing care or support to a customer or with prior agreement from us.

u. No coaching or commercial bookings are allowed unless prior agreement has been made with centre management.

v. A cancellation policy is in place for all bookable activities – please refer to our Terms and Conditions (available on our website) for more information (section 5.2 Cancellation Policy).

w. At Alive Oasis and Alive Lynnsport, unless prior arrangement has been agreed with centre management, only food and drink purchased on the premises can be consumed in the centres. This excludes water for sporting activities.

x. You are not allowed to bring alcohol into any of our centres unless prior arrangement has been made with centre management.

y. Drugs are not allowed in any of our centres.

z. Personal property and belongings brought into our centres are your responsibility. We cannot accept responsibility for the loss of or damage to any personal property incurred whilst using our centres or on our premises.

aa. Flammable / dangerous materials or weapons are not allowed.

bb. Mobile phones and tablets / laptops should not be used to make or receive calls in toilets, changing or shower areas.

cc. If you lose something in one of our centres, we will keep hold of this for one month before taking the items to a local charity chop or collection.

dd. If you have lost something at one of our centres, please ask at reception who will see if we have found this. If we haven’t, you can report the item as lost so that if we do find it we will get in contact with you.

ee. There may be additional rules which apply to a particular centre or activity not included in these rules and regulations, these will be displayed in the relevant centre / activity area, and you must always adhere to them.

ff. These Rules & Regulations may be reviewed and / or altered at any time. Rules and Regulations 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.

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

hh. These Rules and Regulations 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 Rules and Regulations and our Terms and Conditions (available on our website).

ii. 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.

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

kk. These Rules and Regulations 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.

ll. If any court or competent authority finds that any provision (or part of any provision) contained in these Rules and Regulations 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.

mm. Any failure by us to enforce these Rules and Regulations will not create a waiver of the right to enforce that provision or any other provision of these Rules and Regulations.

nn. A person who is not a party to these Rules and Regulations does not have any rights under or in connection with them.

oo. 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 Rules and Regulations or our Terms and Conditions (available on our website).

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

qq. Staff have the right to request proof of booking or payment at any time.

3.4 Age Restrictions

a. General age classifications:

Age Classification
Under 1 year Tiny Tots
1 to 3 years Tots
4 to 18 years Junior
19 to 64 years Adult
66 years + Senior Adult

b. Age restrictions apply for some of our activities, please refer to the relevant section on our website for more information.

c. Sunbeds are only available for use if you are aged 18 years and over.

d. Children under the age of 8 years must be accompanied by a responsible adult or parent during their visit. The responsible adult or parent must remain within the designated viewing area for the specific activity / site for the duration of the activity. The responsible adult or parent must be able to assist if needed during the activity (i.e. for toilet visits). This does not apply to holiday activities or clubs

e. Children under the age of 8 years must be met at the end of their session by a responsible adult or parent, in the area their activity / lesson is taking place.

f. Children under the age of 8 years must be supervised by a responsible adult or parent in changing facilities.

g. We provide minimum ages specific to activities and minimum ages for which children can use our centres and activities without supervision. Parents, guardians and responsible adults should be aware that these facilities are not always supervised and it is their responsibility to determine that if a child is above the ages stipulated, that children are mature enough to use the facilities unsupervised in a safe manner compliant with centre rules and regulations. Parents, guardians and responsible adults 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 our centres safely.

4. Photography & Filming

4.1 General

a. We adopt a common-sense approach to both permitting and restricting photography and filming in our centres to enable, under certain circumstances, family / social photographs to be taken within permitted areas and forbidding the taking of images in sensitive areas.

b. Customers are not allowed to photograph or film under any circumstances in the following areas:

• Changing areas
• Toilet areas
• Shower areas
• Sauna
• Steam room.

If you believe there is an exceptional circumstance as to why you would like to photograph or film, please speak to centre management who will look into this for you.

c. Photography and filming are allowed in the following areas providing relevant guidance is always adhered to. No permission is required, but signage will be in place and any suspicious or concerning behaviour will be challenged. Although photography is generally permitted in these areas, concerning behaviour will be challenged and should be reported. If you notice any concerning or suspicious behaviour, please let a member of staff know immediately:

• Fitness studios
• Group exercise classes
• General bookings (i.e. 5-a-side, squash, badminton, table tennis, bowls)
• KASET Skatepark
• Outdoor sports facilities (i.e. athletics track, 3G pitches, multi-use pitches, tennis courts)
• Alive Adventures
• Birthday parties
• Gymnastics parent-led activities
• Swimming pools
• During our Courses (including, but not limited to, swimming lessons, gymnastics, tennis and football).

d. Where photography is permitted, it is the responsibility of the photographer to ensure that only the subject(s) of the photo are captured with permission.

e. Any complaints / feedback will be investigated.

f. We may request to have access to your photographs and / or video footage. If deemed necessary, we will request these are deleted.

g. If we observe you breaching any photography guidelines you will be challenged.

h. Where deemed appropriate, we will always try to explain the reasons surrounding our decisions.

i. There may be occasions when we will take photographs or videos for promotional and / or marketing purposes. On these occasions, permissions will be sought and notice provided.

j. If you are using a drone, we may request to see your user license.

k. If you have any concerns with photography or filming, please report these to centre management at the time.

l. We will inform safeguarding officers and where relevant, the police at any time as needed.

4.2 Block Bookings, Events & Students

a. Block Booking Clubs and Schools:

• You are required to maintain your own photography policy and will confirm to centre management that you have these systems in place to protect children and vulnerable people.

b. During booked events, photography and filming is allowed. If you have any concerns with photography or filming, please report these to centre management at the time. We have a safeguarding procedure in place to ensure that any reported concerns are dealt with. If there are concerns or suspicions about potentially criminal behaviour, the police will be contacted.

c. For professional photography, please contact our marketing department at cornexchangeadmin@alivewestnorfolk.co.uk.

5. Fitness

5.1 Age Restrictions / Admission Policy

a. If you are over 16 years of age, you will need to either complete a PT Start Up (induction) or disclaimer before using this area. For more information, please ask at your local centre.

b. If you are between the ages of 8 and 15 years, you must have completed a PT Start Up (induction) before you will be allowed to use this area. For more information, please ask at your local centre.

c. Children under the age of 8 years are unable to use the fitness areas at our centres.

d. Children between the ages of 8 and 15 years can use the fitness areas at our centres (excluding Alive St James) so long as the following guidance is followed:

• All junior fitness users (8 to 15 year olds):

o All junior fitness users and the responsible adult or parent will be required to sign a copy of the junior fitness terms and conditions within the initial start-up / induction process.
o Must follow the prescribed exercises as detailed on their unique programme card issued by our fitness instructors.
o All junior fitness users must book to use the fitness rooms. Bookings slots are for one-hour and must be booked in advance as limited spaces are available. Bookings can be made up to 7 days in advance, either online, in-person or over the phone at your chosen centre.
o If junior fitness sessions are fully booked and junior fitness users haven’t booked to secure their space, they will be able to wait until a slot becomes available or unfortunately be unable to use the fitness areas.
o If junior fitness users are unable to provide their programme card, they will unfortunately be denied access and be unable to use the fitness areas. In the event a junior fitness user has lost their programme card, we will book them in for a new fitness programme with one of our instructors the junior fitness user will be unable to use the fitness areas until they have their new programme card.
o In any event where a junior fitness user is denied access or unable to use the fitness room, we will contact the parent or guardian to inform them access has been denied. The parent or guardian should either arrange for the child to be collected or consent for them to leave the centre unaccompanied. Where we are unable to make contact with the parent or guardian, the junior fitness user will be asked to stay on site until contact is made. Please ensure all emergency contact details are up to date, you can do this by contacting our centres.
o Are not permitted to use the performance fitness area at Alive Lynnsport.
o Cannot use the centres FastTrack (gate) entry systems and must register at reception with proof of their allocated fitness programme card (electronic copies of fitness programmes are acceptable i.e. photograph on a phone).
o All junior fitness users are asked to come gym ready and where possible, please don’t use the changing and shower facilities.

• 8 to 10 year olds:

o Must be accompanied by a responsible adult or parent. The accompanying person can supervise a maximum of two children between the ages of 8 and 10 years and must ensure close supervision.
o If the junior fitness user is unaccompanied, they will unfortunately be denied access and be unable to use the fitness areas. We will contact the parent or guardian to inform them access has been denied. The parent or guardian should either arrange for the child to be collected or consent for them to leave the centre unaccompanied. Where we are unable to make contact with the parent or guardian, the junior fitness user will be asked to stay on site until contact is made. Please ensure all emergency contact details are up to date, you can do this by contacting our centres.
o If the responsible adult or parent accompanying the junior fitness user is not using the facilities, they may accompany free of charge. If the responsible adult or parent accompanying is using the facilities, then standard fees and charges will be applied.

• 11 to 15 year olds:

o Can use the fitness areas unsupervised at any time during our opening hours, providing they have booked their slot, have their allocated fitness programme card and are only using the machines and equipment detailed on their programme card that have been prescribed by our fitness instructors.

5.2 General Information

a. You must always inform a member of staff of any changes to medical conditions, injuries or illnesses you may have. You may be asked to complete another medical questionnaire to ensure it is safe for you to continue using the fitness areas.

b. If you are unsure how to use any machines or equipment or are unsure how to perform an exercise, please speak to a fitness instructor before undertaking that activity.

c. When finished, please return all equipment to its designated storage area (i.e. free weights must be put back on the racks provided).

d. Please don’t drop or crash weights.

e. Please don’t place bars on the benches.

f. There is a 15-minute maximum usage time on all equipment during busy periods (including free weights).

g. Please be considerate of other users taking into account the space, area and equipment you are using.

h. Where dedicated circuit machines are offered, please ensure you work in a clockwise direction. You should, where possible, give way to customers completing a one-set express circuit.

i. Please disinfect / clean down any equipment before and after use using the disinfectant provided.

j. No food is to be consumed within the studio (including chewing gum).

k. Please wear appropriate, clean clothing and footwear.

l. No coaching is allowed other than that provided by us.

6. Swimming (Alive Downham, Alive Oasis & Alive St James)

6.1 Age Restrictions / Admission Policy

a. Alive St James – King’s Lynn

Main Swimming Pool:
Children under 8 years of age must be accompanied in the water by a responsible adult or parent in line with the following guidance:

• Children under 4 years:

o Without armbands: One child to one responsible adult or parent over 18 years of age
o With armbands: Two children to one responsible adult or parent over 18 years of age

• Children between 4 and 8 years: Two children to one responsible adult or parent over 18 years of age.
• Mixed ages (under 8 years of age): One child under 4 (wearing armbands) and one child between 4 and 8 years to one responsible adult or parent.

Learner Pool:
Two children to one responsible adult or parent over 18 years of age.

Please note: Armbands must be standard BS, EN or Kitemarked.

b. Alive Oasis – Hunstanton

All Pools:
Children under 8 years of age must be accompanied in the water by a responsible adult or parent over 18 years of age in line with the following guidance:

• Children under 4 years:

o Without armbands: One child to one responsible adult or parent over 18 years of age
o With armbands: Two children to one responsible adult or parent over 18 years of age

• Children between 4 and 8 years: Two children to one responsible adult or parent over 18 years of age.
• Mixed ages (under 8 years of age): One child under 4 (wearing armbands) and one child between 4 and 8 years to one responsible adult or parent.

Please note: Armbands must be standard BS, EN or Kitemarked.

c. Alive Downham – Downham Market

Children under 8 years of age must be accompanied in the water by a responsible adult or parent over 18 years of age in line with the following guidance:

• Children under 4 years:

o Without armbands: One child to one responsible adult or parent over 18 years of age
o With armbands: Two children to one responsible adult or parent over 18 years of age

• Children between 4 and 8 years: Two children to one responsible adult or parent over 18 years of age.
• Mixed ages (under 8 years of age): One child under 4 (wearing armbands) and one child between 4 and 8 years to one responsible adult or parent.

Please note: Armbands must be standard BS, EN or Kitemarked.

d. Responsible adults and parents have specific responsibility for the safety of their own children, at any age, whilst in our centres.

6.2 General Information

a. Follow the lifeguards’ instructions, they want you to have a great swim in safety.

b. Please inform the lifeguard on poolside of any medical conditions before entering the swimming pool.

c. Customers are advised not to swim if you have consumed a meal within the last hour or have had an upset stomach.

d. Our pool water us carefully treated to ensure high quality is maintained. We need your help to help stop germs spreading. If you are clean when you go into our swimming pools, less treatment and disinfectant is needed and the water is nicer as well as safer. Please follow the below steps to help us maintain our swimming pool hygiene:

• Please don’t swim if you’re ill. You can spread germs in the water – especially if you have sickness or diarrhoea or are recovering from it. If you have suffered from sickness and / or diarrhoea, you must not swim until you are symptom free for 14 hours. If you have been diagnosed by your doctor with Cryptosporidium, you must not swim for 14 days.
• Please keep yourself clean – shower before you swim and wash your hands after using the toilet.
• Please don’t urinate in the pool, it’s bad for our pool water. Please use the designated toilets.
• Please take children to the toilet before you swim – and keep an eye out whilst in the swimming pools.
• Swim nappies must be worn by children who are not yet toilet trained. Standard nappies are not allowed. Swim nappies can be purchased from reception for a charge.
• Please tie long hair back.
• Where an adult is double incontinent, the correct pool friendly protection must be worn to prevent release into the swimming pools.
• Please remove any makeup, deodorant or perfumes before using the swimming pool.

e. Use of the sauna and steam rooms at Alive St James is restricted to those over the age of 16 years.

f. No running, bombing or ducking is allowed.

g. Some of our swimming pools allow diving at a certain depth, please refer to specific centre signage displayed around the swimming pool area or speak to a member of staff for more information.

h. No petting.

i. Please don’t wear footwear in the swimming pool or changing areas.

j. Please don’t take any bags, glass or breakables into the poolside areas.

k. No swearing, shouting or fighting is allowed at any time.

l. Weak and non-swimmers are not allowed to pass designated points in our swimming pools. If we have any concerns over a swimmers ability, we may ask you to complete a water test.

m. No snorkels masks or flippers are allowed.

n. Please don’t use any balls or large inflatables.

o. Please don’t attempt any acrobatics or gymnastics in our swimming pools.

p. Please don’t access any stores, these are restricted to staff access only.

q. Pool water should be clean, but it isn’t for drinking – please don’t drink the swimming pool water.

r. We can’t loan out armbands or floats. We have a wide range available to purchase at our centres if you need them.

s. We reserve the right to call you out 5 minutes before the end of a session.

t. Lanes are only guaranteed during specific ‘Lane’ sessions and we may not provide lanes during other sessions.

u. We operate scheduled timetables which are under constant review. These will be different for term times and holiday times. For timetable information, please contact your local centre or visit our website.

v. Please only wear suitable and appropriate swimwear, we reserve the right to determine whether swimwear is appropriate.

i. Appropriate swimwear:

• Swimming trunks
• Swimming shorts
• Knee length shorts
• Bikini’s
• Tankini’s
• Swimming costumes
• Swimming dresses
• Float suits
• Neoprene float jackets
• Knee and elbow length suits
• Swim nappies

ii. Inappropriate swimwear:

• Underwear
• Any items longer then knee or elbow length
• Anything with obscene or offensive slogans or pictures
• Denim
• Heavy wear (including, but not limited to, cotton)
• Long flowing clothes
• Normal clothing
• Items that are deemed too revealing
• See through swimwear

w. Please be aware that swimwear which is not made from chlorine-resistant materials may be damaged.

x. We would advise that weak or non-swimmers wear close-fitting swimwear (i.e. swimming trunks or a full swimsuit) to aid their learning experience.

y. No coaching is allowed other than that provided by us.

6.3 Slide Rules (Alive Oasis only)

a. Children under the age of 5 years must be accompanied by a responsible adult when using the slide.

b. Always listen to the lifeguard.

c. Only go down the slide when told to do so or when the light is on green. Never go down the slide when the red light is on.

d. Unless being accompanied by a responsible adult or parent, please go down the slide by yourself. Groups of two or more people are not allowed to use the slide together.

e. Please only go down the slide feet first, please don’t go down the slide headfirst or backwards.

f. Please don’t use diving positions when using the slide.

g. Please don’t kneel on the slide.

h. Please don’t stand on the slide.

i. Please don’t spin when on the slide.

j. Please don’t stop when on the slide.

k. No running.

l. Please don’t overtake others when going up the steps to the slide or in the queue to use the slide.

7. Classes

7.1 Age Restrictions / Admission Policy

a. Our class timetable is for those aged 16 years and over unless lower age ranges are specified on the timetable.

7.2 General Information

a. Please inform the instructor of any medical conditions, injuries or illnesses you have prior to your class commencing. Please also be aware that you will need to make your instructor aware of this each class you attend regardless of whether you have let them know previously.

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

c. Please refrain from using mobile phones or other technology during your class.

d. Please disinfect / clean down any equipment after use using the disinfectant provided.

e. No food is to be consumed within the studio (including chewing gum).

f. To ensure the safety of yourself and others around you, please follow all guidance and instructions given by your instructor.

g. For your own safety, if you arrive late for a class, you will not be able to participate in the session and will not receive a refund (if applicable) for the session.

h. For your own safety and to prevent injuries, we recommend that you complete the full class.

i. Please don’t enter the activity area prior to an instructor being in the area.

j. Non-participants are not allowed in the area unless prior arrangement has been made with centre management.

k. Please wear appropriate and clean footwear and clothing.

8. Courses

8.1 Swimming Lessons

(Alive Downham, Alive Oasis and Alive St James)

a. Please don’t eat one hour before your lesson.

b. Please remove all jewellery. If ears are recently pierced and cannot be taken out, you can cover the piercing for the duration of the healing time.

c. Please tie back long hair or wear a swimming hat.

d. Please shower and use the toilet before starting your lesson.

e. Please store all belongings in the lockers provided. Items left in the changing rooms or surrounding areas may be removed.

f. Please don’t swim if you feel unwell.

g. Children under the age of 8 years require a responsible adult or parent to remain in the designated viewing area for the duration of the lesson (except for adult and child sessions where they assist within the lesson).

h. Children under the age of 8 years must be supervised by a responsible adult or parent in the changing areas at all times.

i. Spectating is only allowed from the designated viewing areas.

j. Please only arrive for your lesson 5 minutes before the start time.

k. Please inform us of any special requirements, learning difficulties or medical conditions you have before your lesson starts.

l. Responsible adults or parents should try not to communicate with instructors while lessons are in progress. If you have any queries or concerns, please speak to reception who will help you.

m. Badges and certificates that have been awarded can be purchased from reception at an additional charge.

n. Where possible, progress is monitored weekly by instructors (please be aware that in exceptional circumstances this may not be possible), you can view your progress online at alivewestnorfolk.courseprogress.co.uk

o. When you are ready to move sessions, we will notify you by email and, if there are spaces you can complete your movement online at alivewestnorfolk.courseprogress.co.uk.

p. Please only wear appropriate swimwear for lessons. You may not be able to take part in your lesson if you aren’t wearing the appropriate clothing. For more information on appropriate swimwear, please refer to section 6.2, v.

8.2 Gymnastics

(Alive Lynnsport only)

a. Please don’t eat one hour before your lesson.

b. Please remove all jewellery. If ears are recently pierced and cannot be taken out, you can cover the piercing for the duration of the healing time.

c. Please tie back long hair.

d. Please don’t attend if you feel unwell.

e. You cannot go into the gymnastics area until the start of your lesson. Please wait outside the designated fire exit for your class and please only arrive 5 minutes before the start time of your lesson.

f. Please use the toilet before starting your lesson.

g. Please inform us of any special requirements, learning difficulties or medical conditions you have before your lesson starts.

h. Please place your belongings on the hooks provided in the gymnastics studio. All belongings are left at your own risk.

i. Children under the age of 8 years require a responsible adult or parent to remain around the centre for the duration of the lesson (except for parent and toddler sessions where they assist within the lesson).

j. Spectating is only allowed from the designated viewing areas.

k. If collecting a child, responsible adults or parent should pick the participants designated fire exit point promptly at the end of their lesson.

l. No responsible adults or parent are allowed into the gymnastics area unless in an exceptional circumstance.

m. Children under the age of 8 years are not allowed to leave the gymnastics area unattended.

n. In the event of a reported accident in the gymnastics centre, details will be forwarded to British Gymnastics for insurance purposes.

o. Responsible adults or parents should try not to communicate with instructors while lessons are in progress. If you have any queries or concerns, please speak to the Head Coach (if not instructing) or reception who will help you.

p. Where possible, progress is monitored weekly by instructors (please be aware that in exceptional circumstances this may not be possible), you can view your progress online at alivewestnorfolk.courseprogress.co.uk.

q. When you are ready to move sessions, we will notify you by email and, if there are spaces you can complete your movement online at alivewestnorfolk.courseprogress.co.uk.

r. You may not be able to take part in your lesson if you aren’t wearing the appropriate clothing. Appropriate clothing is:

• Leotard
• Shorts
• T-shirts
• Tracksuit trousers

s. Socks must be worn if you have a foot infection.

8.3 Football

(Alive Lynnsport only)

a. Please be a good teammate and friend.

b. We ask that you have a consistent willingness to learn and display enthusiasm for the opportunity.

c. Please display honesty, integrity and responsibility.

d. Please don’t eat one hour before your lesson.

e. Please remove all jewellery. If ears are recently pierced and cannot be taken out, you can cover the piercing for the duration of the healing time.

f. Please tie back long hair.

g. Please don’t attend if you feel unwell.

h. Please only arrive for your lesson 5 minutes before the start time.

i. Please use the toilet before starting your lesson.

j. Please inform us of any special requirements, learning difficulties or medical conditions you have before your lesson starts.

k. All belongings are brought and left at your own risk.

l. Children under the age of 8 years require a responsible adult or parent to remain in the designated viewing area for the duration of the lesson.

m. Spectating is only allowed from the designated viewing areas.

n. Responsible adults or parents should try not to communicate with instructors while lessons are in progress. If you have any queries or concerns, please speak to the Head Coach (if not instructing) or reception who will help you.

o. Where possible, progress is monitored weekly by instructors (please be aware that in exceptional circumstances this may not be possible), you can view your progress online at alivewestnorfolk.courseprogress.co.uk.

p. When you are ready to move sessions, we will notify you by email and, if there are spaces you can complete your movement online at alivewestnorfolk.courseprogress.co.uk.

q. You may not be able to take part in your lesson if you aren’t wearing the appropriate clothing. Appropriate clothing is:

• Shorts
• T-shirts
• Tracksuit (bottoms and tops)
• Footwear i.e. trainers (indoors) / football boots (grass pitches), football boots with rubber or plastic moulded studs and Astroturf trainers (3G pitches).

Items including jeans and smart footwear are not allowed.

r. For Development and Elite squads, you will be required to wear a branded kit at an additional charge – for more information, please speak to your instructor.

s. Through stop-start seasons, players are more at risk of sports injuries including, but not limited to, knee joints and heel problems. If you do experience any of these issues, please speak to your instructor for advice and we recommend you visit a sports injury specialist.

t. If you are spectating, please give positive encouragement.

u. As a parent, guardian or spectator, your expectations and attitudes have a significant impact on a childs attitude so please ensure you are always positive and encouraging to all children (not just your own).

v. We encourage parents, guardians and spectators to:

• Applaud the opposition as well as your own team
• Avoid coaching participants during games
• Not shout or scream
• Always respect the referee’s decision
• Give attention to all the children involved and not just the most talented
• Encourage everyone

w. If we feel your conduct is unacceptable whilst spectating, you will be asked to leave with immediate effect.

x. You are part of a team, playing with your team and for your team to win, is the most fundamental part of the game. However we don’t promote the ethic of winning at any cost and you must demonstrate fair play and respect for others in the game.

y. Make every effort to develop your sporting abilities in terms of skill, technique and stamina.

z. Give maximum effort and strive for your best possible performance during a game, even if your team is in a position where the desired outcome has already been achieved.

aa. Set a positive example to others.

bb. Avoid time-wasting.

cc. Avoid bad sportsmanship.

dd. Always respect the game and all the players.

ee. Please don’t swear, use inappropriate language, taunts or chants.

ff. Always treat everyone with respect, including opposing teams.

gg. Avoid violence and rough play to ensure the safety of other players.

hh. Always help an injured player and get help.

ii. Make sure you know and follow the laws, rules and spirit of the game.

jj. Please don’t use banned techniques.

kk. If you are unhappy with anything, always talk to someone your trust or a staff member at our centres who will help you.

ll. Always accept decisions by match officials and please don’t protest.

mm. Always follow the instructions of your instructor.

8.4 Tennis

(Alive Lynnsport only)

a. Appropriate footwear must be worn at all times and no studded shoes are allowed on the courts.

b. Please don’t eat one hour before your lesson.

c. Please remove all jewellery. If ears are recently pierced and cannot be taken out, you can cover the piercing for the duration of the healing time.

d. Please tie back long hair.

e. Please don’t attend if you feel unwell.

f. Please only arrive for your lesson 5 minutes before the start time.

g. Please use the toilet before starting your lesson.

h. Please inform us of any special requirements, learning difficulties or medical conditions you have before your lesson starts.

i. All belongings are brought and left at your own risk.

j. Children under the age of 8 years require a responsible adult or parent to remain in the designated viewing area for the duration of the lesson.

k. Spectating is only allowed from the designated viewing areas.

l. Responsible adults or parents should try not to communicate with instructors while lessons are in progress. If you have any queries or concerns, please speak to the Head Coach (if not instructing) or reception who will help you.

m. Where possible, progress is monitored weekly by instructors (please be aware that in exceptional circumstances this may not be possible), you can view your progress online at alivewestnorfolk.courseprogress.co.uk.

n. When you are ready to move sessions, we will notify you by email and, if there are spaces you can complete your movement online atalivewestnorfolk.courseprogress.co.uk.

9. Sports Hall (Alive Lynnsport & Alive Downham)

9.1 General Information

a. You must wear suitable clothing and footwear for the activity you are taking part in.

b. Clean footwear with light coloured or no-marking soles must be worn.

c. Please don’t access any stores, these are restricted to staff access only.

d. If you require first aid or emergency assistance, please head to reception.

e. Equipment should only be set-up and taken down by staff.

f. All bookings start at the stated booking start time and are for a duration of 55 minutes.

g. You must not access the area until it is ready for you to use and all equipment is set-up.

h. Only authorised users who have paid to use this area will be allowed access. You may be asked to provide proof of payment and unauthorised users will be asked to leave.

i. This area may be hired for various activities at the same time, please be considerate and respectful of other users.

j. No spectators are allowed within the activity area unless supervising a junior or providing care or support needs. Please use the designated spectator areas.

k. Please play responsibly in line with the National Governing Body guidance appropriate to West Norfolk.

l. No coaching or commercial bookings are allowed unless prior agreement has been made with centre management.

10. KASET Skatepark (Alive Lynnsport only)

10.1 Age Restrictions / Admission Policy

a. Children under the age of 6 years are unable to use the KASET Skatepark facilities.

b. Children under the age of 11 years must be supervised by a parent or responsible adult aged 18 years or above at all times. If the parent / responsible adult is not using the facilities, they may supervise free of charge. If the carer / responsible adult is participating in the activity, the standard fee will be charged – prices can be viewed on our website.

c. Spectators aged 15 years or under must be registered in by a responsible adult or parent aged 18 years or above.

10.2 General Information

a. Before using the KASET Skatepark facilities, all users must register and sign terms and conditions specific to this area.

b. Safety helmets must always be worn by anyone under the age of 18 years. Users aged over 18 years are strongly advised to wear safety helmets at all times – those who opt to use the centre without a safety helmet do so at their own risk and must first complete a disclaimer. ID may be requested for proof of age. We reserve the right to insist on users wearing a helmet to take part.

c. We strongly advise the use of additional safety equipment at all times (including, but not limited to, knee and elbow pads, footwear, wrist-guards or glove protection).

d. If your skateboard, BMX or skates are deemed unsafe by staff, you may be refused access.

e. No folding scooters, ‘V’ scooters, three wheeled plastic scooters, electric scooters, stabilisers or geared bikes will not be allowed.

f. Riding or skating with plaster casts or splints is not allowed.

g. Please don’t wax any equipment or facilities, if you believe something needs waxing, please report it to a member of staff at the time.

h. No food or drink is allowed in the skating / ramp areas and must remain in the designated café areas.

i. You must clear the ramp area 5 minutes prior to closing or the end of your booking slot.

j. Please don’t graffiti – if you are interested in painting graffiti in the area, please speak to a member of staff to register your interest.

k. Please don’t throw items. Playground games (including, but not limited to, Tag and IT) are not allowed.

l. The risk of injury from the activities involved in the KASET Skatepark is significant, including the potential for permanent disability or death. Rules, guidance and self-discipline may reduce the risk, but please be aware the risk is still there. When using the KASET Skatepark, you recognise the potential risks and dangers involved.

m. By using the KASET Skatepark, you are declaring that you are suitably fit and medically able to participate in this activity.

n. Riding is not allowed in any of the spectating or café areas.

o. If you use a scooter, you must not raise your scooter above waist height when you are not scooting.

11. Climbing (Alive Lynnsport only)

11.1 Age Restrictions / Admission Policy

a. Children under the age of 5 years are unable to use the Climbing facilities.

b. All children under the age of 15 years must be accompanied by a responsible adult.

11.2 General Information

a. To climb, you must be competent in:

• The use of a safety harness:
• Tying a suitable knot to attach a rope to a harness
• Using a belay device to secure a falling climber or lower a climber from the Climbing Wall using a rope.

b. Solo climbing is not permitted. The climbing wall area door will remain locked until there is more than one registered climber in the area and only bouldering is permitted.

c. You must not climb unaided and you must always use safety equipment.

d. Before participating in this activity outside of supervised sessions, you are required to undertake an induction into this activity and register to confirm that you know how to use the equipment, that you will follow all rules and regulations and you understand the risks involved in participating in this activity.

e. Once you are successfully registered, you may bring along two guests with you (who are not registered as competent climbers) and you will be responsible for supervising them and their safety during their visit. Standard fees apply when you bring along a guest and these can be viewed on our website.

f. It is your responsibility to make your own assessments of risks whenever you climb.

g. “The British Mountaineering Council recognises that climbing and mountaineering are activities with a danger of personal injury or death. Participants in these activities should be aware of and accept these risks and be responsible for their own actions and involvement.”

h. Although the climbing centre is an artificial environment, the risks involved are no less serious than when climbing outside on a crag or mountain and there is an additional risk that bolt-on holds can spin or break. The soft flooring within the bouldering cave is designed to provide a more comfortable landing for climbers falling or jumping from within the bouldering cave, but this does not make the climbing any safer. Broken and sprained limbs are common on this type of climbing wall despite the soft landing.

i. Climbing beyond your capabilities on any wall is likely to result in a fall, any fall may result in an injury regardless of any safety precautions in place to help prevent falls. Uncontrolled falls are likely to result in injuries to yourself or others.

j. When using the Climbing Wall, you recognise the potential risks and dangers involved.

k. By using this area, you are declaring that you are suitably fit and medically able to participate in this activity.

l. Our lead walls require a minimum of 12 metre length rope to lower off safely.

m. Please don’t back-clip quick-draws as they may unclip and release the rope if you fall on them.

n. Only the large screw gate at the top of the route on our lead walls is designed to act in isolation. If you have to lower off from a route without reaching the top then you will have to pull the rope down and start again.

o. If you have to lower off from an overhanging route without reaching the top, you will have to pull the rope and start again.

p. If you are top-roping an overhanging route, always climb on the end of the rope which passes through the quick-draws. You must ensure your rope is clipped through sufficient quick draws to prevent you from swinging in the event of a fall. If another climber is going to top-rope the route after you, make sure you re-clip the quick-draws on the way down.

q. Please don’t traverse above the black traversing line on the climbing wall or traverse where people are bouldering.

r. Climbers doing vertical problems have priority.

s. Please be aware of other climbers around you and how your actions could affect them. Always take actions where possible to avoid accidents.

t. The onus is always on the lower climber to anticipate any problems that may result from a fall from a climber above.

u. If a climber looks like the are likely to fall, come away and move yourself to an area of safety.

v. Please keep the mats and surrounding areas free of objects.

w. Please don’t distract other users, especially when they are climbing or belaying.

x. Never stand underneath somebody who is climbing unless you are belaying them.

y. Please stand way back from the climbing walls unless you are belaying.

z. Please don’t sit or stand under the climbing wall whilst anyone is bouldering.

aa. Please don’t use loose chalk, only chalk balls.

bb. Please don’t take down any of the top ropes in place to use on other routes.

cc. Don’t use your own ‘quick draws’ to lead the top rope walls.

dd. When using the lead walls, you must supply your own appropriately rated dynamic rope.

ee. Please don’t use our top ropes for lead climbing.

ff. Always use a belay device attached to your safety harness with a locking karabiner. ‘Traditional’ or body belaying is not acceptable.

gg. Always pay attention to what other climbers are doing, in particular when belaying.

hh. When belaying, always stand as close to the Climbing Wall as is practical. Sitting or lying down is not acceptable and will compromise your ability to hold a fall and can potentially cause injuries.

ii. When belaying, lower your climber carefully to avoid collision or losing control.

jj. When using the tall climbing walls, please always use a rope for protection. Solo climbing is not allowed on these walls.

kk. Always use a safety harness to attach yourself to the rope.

ll. Always tie your rope directly to the harness using a suitable climbing knot (clipping in with a karabiner is not allowed / acceptable).

mm. Please always remove items from your pockets when climbing and store these in the designated lockers.

nn. Equipment can be hired, subject to availability at an additional charge (charges can be viewed on our website). Equipment available to hire includes harnesses, helmets, karabiner and belays. You are responsible for any equipment hired by you or your guests. We can seek full recompense for any loss or damage of equipment.

oo. Staff will provide help and advice where they can, but instruction in the use of climbing techniques and use of equipment will only be provided where it has been booked and paid for in advance.

pp. If you are not confident in the use of any climbing equipment or technique, don’t attempt to undertake that activity.

qq. Always climb within your own capabilities.

rr. Never climb directly above or below another climber.

ss. When bouldering, always descend by down climbing, jumping, or at the very least a controlled fall.

tt. Please don’t boulder with hardware hanging on your harness – it may hit someone or injure you when you fall.

uu. Spotting involves you helping someone to control their fall and not trying to catch them. Please don’t attempt to sport another user unless you are confident in doing this properly and correctly and always make sure that the other climber wants you to spot them.

vv. Report any equipment defects to a member of staff as soon as you come across them.

ww. All climbers must tie their rope into their harness and not clip in with a karabiner. Experience shows this is the most consistently reliable method of attaching your rope to your harness.

xx. Only one booking per member can be made at any one time. Consecutive bookings are allowed.

12. 3G Pitches (Alive Lynnsport only)

12.1 General Information

a. Strict footwear restrictions apply to this area:

• Allowed: Round rubber or plastic moulded studs and Astroturf trainers.
• Not allowed: Screw in studs, metal tipped studs, bladed boots, flat sole trainers, spikes or running shoes.

Anyone not wearing correct footwear will be asked to leave and your booking may be cancelled. For more information, please speak to a member of staff.

b. Please ensure your footwear is clean before using the area.

c. Only authorised users who have paid to use this area will be allowed access. You may be asked to provide proof of payment and unauthorised users will be asked to leave.

d. All bookings start at the stated booking start time and are for a duration of 55 minutes.

e. Smoking or vaping is not allowed in this area.

f. This is a pedestrian zone and no vehicles are allowed in this area. All vehicles must be in the designated car parks.

g. No sharp or heavy objects are allowed when using this area.

h. If you require first aid or emergency assistance, please head to the main reception at Alive Lynnsport. In cases that urgent assistance is not required, you can call the main reception desk on 01553 818001. In life threatening emergencies, always dial 999. Only one booking per member can be made at any one time. Consecutive bookings are allowed.

i. No coaching or commercial bookings are allowed unless prior agreement has been made with centre management.

13. Multi Use Pitches (Alive Lynnsport only)

13.1 General Information

a. Strict footwear restrictions apply to this area:

• Allowed: Astroturf and flat sole trainers.
• Not allowed: Bladed boots, screw in studs and moulded studs.

Anyone not wearing correct footwear will be asked to leave and your booking may be cancelled. For more information, please speak to a member of staff.

b. Please ensure your footwear is clean before using the area.

c. Only authorised users who have paid to use this area will be allowed access. You may be asked to provide proof of payment and unauthorised users will be asked to leave.

d. All bookings start at the stated booking start time and are for a duration of 55 minutes.

e. Smoking or vaping is not allowed in this area.

f. This is a pedestrian zone and no vehicles are allowed in this area. All vehicles must be in the designated car parks.

g. No sharp or heavy objects are allowed when using this area.

h. If you require first aid or emergency assistance, please head to the main reception at Alive Lynnsport. In cases that urgent assistance is not required, you can call the main reception desk on 01553 818001. In life threatening emergencies, always dial 999.

i. Only one booking per member can be made at any one time. Consecutive bookings are allowed.

j. No coaching or commercial bookings are allowed unless prior agreement has been made with centre management.

14. Outdoor Tennis (Alive Lynnsport only)

14.1 General Information

a. No studded shoes are allowed on the courts at any time.

b. Only tennis must be played on the courts unless agreed otherwise by us.

c. Please don’t throw racquets.

d. Please always keep the courts clean and tidy.

e. Please do not bring any materials into the confines that may damage the surface such as chemicals, sharp or heavy objects, glass or sources or ignition.

f. Please let us know if you are running late. Courts that are not attended within 5 minutes of the start time may be re-let to other users.

g. Please ensure you leave the court promptly at the end of your booking.

h. During periods of poor weather, you must decide yourself whether the courts are suitable for playing. If you decide to play, you do so at your own risk. If you decide not to play, please let reception know at the time and they will arrange the court to be re-booked at another time.

i. Courts cannot be booked for coaching purposes of a commercial nature by anyone other than us or that have been agreed beforehand with us.

j. If you are found to be coaching without prior arrangement with us, you will be asked to leave. Please be aware, we may also revoke your membership and / or have your access to booking courts removed.

k. Bookings can only be made online here.

l. Availability depending, courts can be booked for a maximum period of three hours (in one-hour slots).

m. Please only book the amount of time you need to allow other users to access the courts.

n. If you are a member and are bringing a guest to play, you must declare and pay for this upon booking.

o. We will carry out spot-checks:

i. Anyone not complying with our Rules and Regulations will be asked to leave the courts. Please be aware, we may also revoke your membership and / or have your access to booking courts removed.
ii. To ensure members are attending their booked courts. If it is found that individual members are regularly not attending their booked courts, booking restrictions may be applied to the individual member accounts and memberships may be revoked.

p. If you book a court during a time where our lessons run alongside your booking, please be considerate of the lessons. Where lesson participants are collecting stray balls or other equipment, your court activity should be paused, when possible, to allow this to happen safely.

q. Floodlights are not included in memberships of the cost of courts. If you need the floodlights, you can pay for usage at reception. Floodlights will be turned on and off at reception in line with paid usage.

r. Please ensure the gate is closed securely after you upon entering and exiting the courts.

s. No coaching or commercial bookings are allowed unless prior agreement has been made with centre management.

15. Alive Adventures (Alive Oasis only)

15.1 Age Restriction / Admission Policy

a. Children between the ages of 0 to 10 are permitted to use Alive Adventures.

b. All children must be accompanied by a responsible adult or parent and remain the responsibility of the responsible adult or parent at all times. The responsible adult or parent must remain in the play area at all times. Up to two responsible adults or parents are permitted to enter Alive Adventures free of charge per child – if there are additional adults, these will be charges as per standard charges which can be viewed on our website.

15.2 General Information

a. Please use the toilet and wash your hands before entering the play area.

b. Fighting or bullying isn’t allowed. If this is happening, you could be asked to leave.

c. Please don’t wear any jewellery or badges in the play area.

d. Glasses are worn at your own risk. If you do wear glasses in the play area, please make sure the lenses have shatterproof.

e. Please remove shoes and put them in the designated area before using the play area.

f. Socks must always be worn when in the play area.

g. Keep the slide exits clear – please don’t play in front of the slide exit points.

h. Children must be accompanied by a responsible adult or parent at all times.

i. Clothes with ropes and cords should not be worn in the play area.

j. No sharp objects are allowed.

k. Please don’t climb on the netted walls or the play area structure.

l. Please don’t take any food, drink or chewing gym into the play area.

m. If you are unwell, please don’t enter the play area.

n. No throwing – please don’t throw balls or any other objects.

o. Don’t play with smoke or fire.

16. Sunbed (Alive Lynnsport & Alive Downham)

16.1 Age Restriction

a. In line with ‘The Sunbeds (Regulation) Act’, it is illegal to use UV tanning equipment if you are under the age of 18 years. As such, you can only use our Sunbed, or be in the Sunbed area / room, if you are aged 18 years or above – this includes waiting in the Sunbed room.

16.2 General Information

a. Before using the sunbed, all users are required to undertake an induction on how to use the equipment.

b. Before using, please make sure you understand how to use all the equipment, including, but not limited to, how to turn it on and off in an emergency and how to get help if you need it.

c. There are health risks associated with using ultraviolet (UV) tanning equipment including, but not limited to, skin cancer, cataracts, premature aging of the skin, sunburnt skin, dryness, itching, bumpy rashes and eye irritation / conjunctivitis.

d. Any exposure to UV radiation is potentially harmful and you must consider all risks before using the equipment. By using the sunbed, you accept the potential risks and harm involved.

e. Spending too long on UV tanning equipment can cause your skin to become painful and red and may blister and peel. Burning the skin from UV exposure can double your risk of skin cancer in the future.

f. Using UV tanning equipment when young increases the risk of suffering from skin cancer in the future.

g. A tan provided from UV tanning equipment provides very little protection against sunlight. Always protect your skin from exposure to the sun.

h. On your first time using our sunbed, you should only use it for a maximum of 3 minutes.

i. If, 6 hours after using our sunbed for the first time there is no redness or irritation of the skin, then you may increase your second exposure time to 6 minutes. If there is redness or irritation, you should seek medical advice.

j. You must always leave a 48 hour interval between using the sunbed, no matter how many minutes you have used in your session.

k. You may only use the sunbed for a maximum time of 9 minutes per session.

l. You may only use our sunbed for a maximum of 120 minutes per year.

m. Always protect your eyes. Never use our sunbed without eye protection. If you haven’t got eye protection, these are available at reception for an additional cost. Not wearing eye protection could cause eye irritation or conjunctivitis in the short term, or cataracts (clouding of the eye) in the long term. Closing your eyes or using cotton wool is not sufficient eye protection.

n. Please don’t use cosmetics, deodorants or accelerants when tanning.

o. Please make sure you are medically fit to use our sunbed before using.

p. Please don’t use preparations designed for use in the sun – these can cause abnormal reactions and generally form a barrier to tanning.

q. If you notice any abnormal skin reactions whilst using the sunbed, stop using the sunbed immediately, seek advice from your doctor or a healthcare professional and don’t use UV tanning equipment again until you have spoken to them.

r. If you notice an unusual skin growth or a change in the size, shape or colour of a mole, seek medical advice straight away.

s. Please don’t use the sunbed if:

• You have fair, sensitive skin that burns easily or tans slowly or poorly
• You have a history of sunburn, particularly in childhood
• You have a large number of freckles
• You have natural red hair
• You take any medicines or creams that sensitise the skin to sunlight
• You have a medical condition that is worsened by sunlight
• There is a history of skin cancer in your family
• You have extensive skin damage due to sunlight.

t. You should make yourself aware of your skin type before using our sunbed. If you are skin type I or II, you are not advised to use sunbeds. More information on skin types is available on request at our centres. Our staff will be able to advise you on how many minutes is recommended for your skin type.

17. Sauna (Alive Lynnsport & Alive St James)

17.1 Age Restriction

a. No persons under the age of 16 years of age are allowed to use the sauna.

17.2 General Information

a. Please shower before using.

b. Please do not use the sauna if you:

• Have a serious illness, heart condition, high or low blood pressure or any other medical condition which may affect your reaction to heat
• Are taking medication for any of the above conditions or you are unsure as to the advisability of using a sauna
• Are susceptible to migraines – saunas can trigger these
• Are a diabetic with damaged feet or peripheral neuropathy who experiences reduced sensation in your feet
• Have a contagious disease
• Have an infectious skin condition
• Have any cuts or open wounds
• Have an illness causing an inability to perspire
• Have had a heavy meal within one and a half hours
• Have recently exercised – time should be allowed to enable your body temperature to return to normal levels
• If you are pregnant. If you do want to use the sauna, you should seek medical advice before using.

c. If you have diabetes, you should check with your doctor or healthcare professional before using the sauna.

d. Older adults – as the body becomes older, it becomes less effective at dealing with cardiovascular stress. Consequently, elderly people should modify their use of the sauna to ensure they are not over stressed.

e. Please take off any deodorants, makeup, creams or oils before using the sauna.

f. Please wear appropriate swimwear, for more information, please refer to section 6.2 v.

g. Please take a towel into the sauna to sit or lie on.

h. Please don’t shave or exfoliate.

i. Please be aware that the sauna operates between 85 and 100oc. Please make sure the temperature is comfortable for you.

j. The higher benches will be the hottest and the lower benches cooler.

k. When you enter the sauna, find a position where the temperature is comfortable to you – this will raise the body temperature and start perspiration.

l. We advise varying your position to help keep the temperature comfortable whilst you are using the sauna.

m. Sauna controls must only be adjusted by us.

n. Please do not wear contact lenses or glasses whilst using the sauna. Contact lenses may dry out and glasses can become very hot.

o. Breakables must not be taken into the sauna.

p. While using, always drink plenty of water to replace fluids lost through perspiration.

q. If at any time you start to feel unwell, leave the sauna immediately and speak to a member of staff.

r. Remove any metal items (i.e. watches) as these can become very hot.

s. When the heat becomes uncomfortable, leave the sauna and cool down. Cool down either gradually by sitting outside the sauna or taking a cool shower. Some users choose to cool down by using icy water, this should only be considered by users who are of very good health.

t. When you have cooled down, you may wish to return to the sauna to experience more heat. Always remember to leave the sauna when the heat becomes uncomfortable. This hot to cold cycle can be repeated as often as is comfortable.

u. Please be aware that using the sauna for too long may result in nausea, dizziness or fainting.

v. When you have finished using the sauna, cool off for the final time until your body temperature returns to normal.

w. The potential hazards of using the sauna are:

• Burns from the hot stove or heat source
• Fire or fumes from towels or other items places on or above the sauna stove or heat source
• Slipping caused by wet flooring or benches
• Dehydration from excessive heat and body fluid loss.

commended for your skin type.

18. Steam Room (Alive St James only)

18.1 Age Restriction

a. No persons under the age of 16 years of age are allowed to use the steam room.

18.2 General Information

a. Please shower before using.

b. Please do not use the sauna if you:

• Have a serious illness, heart condition, high or low blood pressure or any other medical condition which may affect your reaction to heat
• Are taking medication for any of the above conditions or you are unsure as to the advisability of using steam rooms
• Are a diabetic with damaged feet or peripheral neuropathy who experiences reduced sensation in your feet
• Have a contagious disease
• Have an infectious skin condition
• Have any cuts or open wounds
• Have an illness causing an inability to perspire
• Have had a heavy meal within one and a half hours
• Have recently exercised – time should be allowed to enable your body temperature to return to normal levels
• If you are pregnant. If you do want to use the sauna, you should seek medical advice before using.

c. If you have diabetes, you should check with your doctor or healthcare professional before using the sauna.

d. Older adults may gain great benefit from the use of a steam room but, you should exercise caution due to the stresses on the heart and circulatory system.

e. Steam room controls must only be adjusted by us.

f. Please avoid wearing contact lenses – these can become uncomfortable.

g. Please take off any deodorants, makeup, creams or oils before using the sauna.

h. Please wear appropriate swimmer, for more information, please refer to section 6.2 v.

i. Please don’t shave or exfoliate.

j. Breakables must not be taken into the sauna.

k. Please be aware that the steam room operates up to a maximum temperature of 50oc at 80 to 100% humidity. Please make sure the temperature is comfortable for you.

l. While using, always drink plenty of water to replace fluids lost through perspiration.

m. If at any time you start to feel unwell, leave the steam room immediately and speak to a member of staff.

n. Remove any metal items (i.e. watches) as these can become very hot.

o. Enter the steam room and sit or lie on a bench. Your body temperature will raise and you will start to perspire.

p. When the heat becomes uncomfortable, leave the steam room and cool down. Cool down either gradually by sitting outside the steam room or taking a cool shower. Some users choose to cool down by using icy water, this should only be considered by users who are of very good health.

q. When you have cooled down, you may wish to return to the steam room to experience more heat and humidity. Always remember to leave the steam room when the heat becomes uncomfortable. This hot to cold cycle can be repeated as often as is comfortable.

r. Please be aware that using the steam room for too long may result in nausea, dizziness or fainting.

s. When you have finished using the steam room, cool off for the final time until your body temperature returns to normal.

t. The potential hazards of using the steam room are:

• Scalding from direct contact with steam from the steam pipe
• Slipping caused by wet flooring or benches
• Adverse reaction to heat or rapid temperature change resulting in dizziness, fainting or unconsciousness.
• Dehydration from excessive heat and body fluid loss.

19. Athletics (Alive Lynnsport only)

19.1 Age Restriction / Admission Policy

a. All children under the age of 10 years must be accompanied by a responsible adult or parent. The responsible adult or parent does not have to run but must remain in the track area at all times.

19.2 General Information

a. Always look out for other people on the track.

b. Don’t get in the way of lanes being used for hurdles or relay practice.

c. Try and stay in the same lane, but if you do need to move across lanes, always look both ways before moving.

d. Please don’t suddenly stop on the track.

e. Please run in an anti-clockwise direction at all times.

f. Footwear spikes of 6mm or more are not allowed.

g. Only one booking per member can be made at any one time. Consecutive bookings are allowed.

h. No coaching or commercial bookings are allowed unless prior agreement has been made with centre management.

20. Table Tennis (Alive Lynnsport, Alive Downham & Alive Oasis)

20.1 Age Restriction / Admission Policy

a. All children under the age of 10 years must be accompanied by a responsible adult or parent. The responsible adult or parent does not have to run but must remain in the area at all times.

20.2 General Information

a. Up to four players can attend for a table booking.

b. Appropriate footwear and clothing must be worn at all times. Only non-marking footwear is allowed.

c. Only one booking per member can be made at any one time. Consecutive bookings are allowed.

d. No coaching or commercial bookings are allowed unless prior agreement has been made with centre management.

21. Squash (Alive Lynnsport & Alive Oasis)

21.1 Age Restriction / Admission Policy

a. All children under the age of 10 years must be accompanied by a responsible adult or parent. The responsible adult or parent does not have to participate but must remain in the area at all times.

21.2 General Information

a. Squash is played between two players and we ask that only two players are on a court at any one time, but we do allow up to 4 players to attend for one court booking.

b. Only squash must be played on the court unless agreed otherwise by us.

c. Appropriate footwear and clothing must be worn at all times. Only non-marking footwear is allowed to be worn.

d. Please ensure you close the door when entering or exiting the courts.

e. Protective eyewear is strongly recommended when playing.

f. Courts cannot be booked for coaching purposes of a commercial nature by anyone other than us or that have been agreed beforehand with us.

g. Only one booking per member can be made at any one time. Consecutive bookings are allowed.

h. No coaching or commercial bookings are allowed unless prior agreement has been made with centre management.

22. Bowls (Alive Lynnsport & Alive Oasis)

22.1 Age Restriction / Admission Policy

a. All children under the age of 10 years must be accompanied by a responsible adult or parent. The responsible adult or parent does not have to run but must remain in the area at all times.

22.2 General Information

a. Only suitable bowls shoes must be worn (no grips or heels are allowed).

b. Only regulation indoor bowls equipment is allowed to be used.

c. Please keep one foot on the mat at all times when bowling.

d. Only one booking per member can be made at any one time. Consecutive bookings are allowed.

e. No coaching or commercial bookings are allowed unless prior agreement has been made with centre management.

23. Cycle Hire (Alive Lynnsport only)

23.1 Age Restriction / Admission Policy

a. All children under the age of 18 years must be accompanied by a responsible adult.

23.2 General Information

a. You will be required to complete, sign and agree to a ‘Hire Agreement’ and ‘Bike Inspection’ record before commencing your cycle hire.

b. Before hire, you will inspect the cycle and cycle accessories for any damage or defects before accepting. Acceptance of the cycle at the start of your hire is acceptance by you that the cycle is in good roadworthy condition.

c. We will not accept liability for any marks, damage or defects (save for damage or defects which could not be observed on a reasonable inspection) which are not noted on the hire agreement form prior to signing.

d. By hiring a cycle, you consent to the use of GPS tracking fitted to the cycle(s).

e. You are responsible for returning the cycles(s) and cycle accessories to the KASET Skatepark at Alive Lynnsport, in no worse condition that at the commencement of the cycle hire period.

f. Your hire fee may include free use of a helmet and lock which is subject to availability.

g. Other items (such as child seats) may be available at an additional hire charge.

h. We recommend helmets to be worn at all times.

i. Where a lock is provided, cycles must be locked whenever unattended.

j. You are required to cycle responsibly, with respect for others and the natural habitat and to follow the Highway Code at all times.

k. You will be liable to further charges for any items not returned within the agreed time and date as per your booking agreement, in accordance with our schedule of fees and charges from time to time.

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

m. Any stolen or damaged equipment must be reported to us soon as possible on 01553 818001.

n. Photographic ID must be presented before any cycles will be released for hire.

24. Theatre (Alive Corn Exchange, King’s Lynn)

24.1 Age Restriction / Admission Policy

a. All children are welcome. Children under the age of 2 years are admitted free to shows but must sit on an adult’s lap.

b. Children aged 2 years and above require their own tickets at full price if no child concessions are available at the time of booking.

c. Responsible adults or parents are responsible for the supervision of children in their care at all times.

d. Customers who require wheelchair designated seats will be charged at the lowest standard seat price for that show.

e. A carer ticket price is available for all Alive Corn Exchange promoted shows – this is 50% off the top ticket price.

f. If you book a family ticket, this ticket must include at least one adult and one child.

g. Some shows have group booking discounts. These are advertised in our marketing material or you can contact us for more information.

24.2 General Information

a. Heckling and swearing is not acceptable behaviour and will not be tolerated. Anyone who continues to draw attention to themselves in this manner will be asked to leave.

b. We reserve the right to refuse admission to the auditorium.

c. Late comers may be refused entry to the show until a suitable break in the performance.

d. Please ensure that all mobile phones are switched off during the performance.

e. Video equipment (i.e. cameras, phones) are not permitted.

f. Ticket holders consent to recording and filming of themselves as audience members.

g. Hirers shall not allow visitors on stage without the consent of Technical staff on duty.

25. Cinema (Alive Corn Exchange, King’s Lynn)

25.1 Age Restriction / Admission Policy

a. We reserve the right to request photographic identification (i.e. passport / driving license) verifying the age of the customer before allowing admission to any films rated 12A, 15 or 18 by the British Board of Film Classification. If this cannot be provided, we will refuse admission for customers who appear to be under the minimum age requirement.

b. Children under the age of 8 years must be accompanied by a responsible adult or parent. The responsible adult or parent must be in the area at all times and pay any associated fees.

c. Film classifications (film age certificates are provided by the British Board of Film Classification and by law and must be followed by all cinemas):

Classification Definition
U A U film should be suitable for audiences aged four years and over, although it is impossible to predict what might upset any particular child.
PG General viewing, but some scenes may be unsuitable for young children. A PG film should not unsettle a child aged around eight or older.  Parents are advised to consider whether the content may upset younger, or more sensitive, children.
12A Films classified 12A and video works classified 12 contain material that is not generally suitable for children aged under 12. No one younger than 12 may see a 12A film in a cinema unless accompanied by an adult. Adults planning to take a child under 12 to view a 12A film should consider whether the film is suitable for that child. To help them decide, we recommend that they check the Ratings Info for that film in advance.
15 No one younger than 15 may see a 15 film in a cinema.
18 No one younger than 18 may see a 18 film in a cinema.

25.2 General Information

a. We ask that you keep speaking to a minimum.

b. We ask that you stay seated in a seat unless you are leaving a screen to access the toilets, refreshments or in the event of an emergency.

c. If you have an issue or problem with another customer, please speak to a member of staff who will look into this for you. Please do not take matters into your own hands, we are here to help.

d. Please ensure all mobile phones are either switched off, silenced or on airplane mode during the showing.

e. It is a criminal offence to attempt to copy / record a film / soundtrack. Therefore, any form of recording equipment is not permitted – if these are found in your possession they may be confiscated by staff for inspection / review.

f. Food or drink purchased outside of our venue will not be permitted (excluding water, or that for medical or care needs).

g. We reserve the right to refuse entry without a refund to any customer that arrives over 15 minutes after the main showing begins.

h. We may provide special screenings – please contact us for more information.

© Copyright - Alive West Norfolk | Lynnsport, Greenpark Avenue, King’s Lynn, Norfolk, PE30 2NB | Telephone: 01553 818001