CANCELLATIONS & REFUNDS POLICY 2024
MEMBERSHIPS
CANCELLING YOUR DIRECT DEBIT MEMBERSHIP
We recognise that many people’s circumstances change. In such an event, should you wish to cancel your direct debit membership we ask that you notify, in writing, via email, giving three calendar months notice. Please ensure you also notify your bank. This needs to be done before the 20th of the month in order to be effective from the 1st of the following month. Where notification is not received by the 20th of the month, we reserve the right to collect the following month and notice of your cancellation will be deemed to have been given in the following month.
If you wish to re-start your membership with us at any time, you will be required to pay the joining fee.
CANCELLING YOUR ANNUAL MEMBERSHIP
As we offer a heavily discounted Annual Membership for customers wanting to commit for 12 months, this membership cannot be cancelled once purchased.
FREEZING YOUR MEMBERSHIP
Memberships cannot be frozen. In exceptional circumstances (long term illness etc), please contact the Manager who will consider each case individually.
CLASS BOOKING AND CANCELLATION POLICY
With our classes growing in popularity, and to ensure all of our members get an opportunity to attend our classes, we have amended our class booking and cancellation policy. Please familiarise yourself with this and speak to a Member of our Team should you have any questions. This will come into effect as of 2nd January 2024. Our classes are available to book up to 14 days in advance and we recommend that you book your place early, especially for our popular classes to avoid disappointment. Booking will close an hour before the class start time.
In order to make booking fair and sustainable we ask that all members are considerate of others and do not book an unreasonable number of sessions which may have an impact on other members’ ability to use their membership Should members book multiple daily sessions (for example to two back to back classes of the SAME class) we reserve the right to cancel any bookings we deem to be excessive.
Whilst most of our members, when unable to attend a booked activity cancel in good time to allow others to book, others do not attend preventing other members attending. In order to maximise spaces for our members we will impose a £3 cancellation charge for those that either fail to show up or cancel within 4 hours of the start time. Full details of the class cancellation policy is detailed below.
BOOKING A CLASS
All class bookings must be made online via our ClubRight app. Booking requests via email or social media will not be accepted (nor will cancellations). Bookings can be made in person, but we will now ask for payment up front at the time of booking if you are a pay as you go customer or alternatively you can purchase a class pack or Gold Membership. If classes are full, NR12 Fitness will operate a waiting list. If you book yourself onto the waiting list, please check your emails for notification of a space. Waiting list spaces will be offered on a first come first served basis. NR12 Fitness can create accounts, book classes and take payments for you in person at the gym, but we encourage you to book online as sometimes it can get very busy at reception!
NR12 Fitness reserves the right to refuse entry to any members who turn up late to class and miss the warm-up. This is for your Health and Safety, to respect other members who have arrived on time. This also prevents the disruption and flow of the class. We also advise you to stay for the full duration of the class so that you are safely cooled-down at the end.
CLASS CANCELLATIONS
As of the 2nd January 2024, NR12 Fitness will operate a class cancellation policy, in response to the growing popularity of our classes. If you are booked on a class you will be required to cancel your booking on your online account no later than 4 hours before the scheduled start time, or you will lose your payment or be charged a £3 class cancellation fee. Please respect this and have consideration for other members so they can book into your space. We understand that occasionally things pop up in life that can suddenly change your plans, in this instance you will be asked to call in and speak to a member of our Team.
CANCELLATIONS MADE MORE THAN 4 HOURS BEFORE A CLASS START TIME
No problem! For those of you who paid in advance either on PAYG rate or with a Class Pack, then your payment shall be credited back to your account to use for a future class. Please note that NR12 Fitness does not issue refunds. If you have a Gold Membership, then your space is cancelled with no further charge.
CANCELLATIONS MADE LESS THAN 4 HOURS BEFORE CLASS (PAYG or Class Pack):
Payment will not be credited and payment is lost. When you book for your classes, this policy will be outlined in the NR12 Fitness Terms & Conditions.
CANCELLATIONS MADE LESS THAN 4 HOURS BEFORE CLASS (Gold Memberships):
You will be charged a £3 class cancellation fee. This will be added to your account and you will be asked to pay this, the next time you come to the gym. Failure to pay this will mean you are unable to book future classes until this fee is settled.
WAITING LISTS
NR12 Fitness operates waiting lists for all classes on the timetable if the class is full. You must have a valid payment option available to secure your space on the waiting list. If you get a space in the class, NR12 Fitness will send an automatic email update to inform you. Please note that the 4 hour cancellation policy will automatically apply as soon as you gain a space from the waiting list, so if you accept a space in class less than 4 hours before the class start time and fail to turn up then you will be charged. If you know that you can no longer make it, please remove yourself from the waiting list to avoid gaining a space and being subsequently charged if you then cannot make it. The booking system works on the assumption that if you are on the list, you are still available to attend.
If you unfortunately do not gain a space in class, any payments made via class passes or class packs for your wait-list space will be automatically credited back to your member account to use for a future booking instead.
CLASS CANCELLATIONS MADE BY NR12 FITNESS
Occasionally, we unfortunately have to cancel classes. If this happens we will email you and ask for confirmation of receipt. If we have not heard back from you, we will attempt to call you. Classes will be fully refunded if you are a PAYG customer or have used a class pass from your class pack.