Welcome to our leisure facilities. These Terms and Conditions explain how you can use our services and facilities. Lampton Leisure Limited (Lampton Leisure) operates these facilities as an agent for the London Borough of Hounslow (LBH). All prices and major operational decisions are set by LBH.
Account Information
- Customers must supply their date of birth, email address, mobile phone number and address before they join or use the centre. Emergency contact details will also be required before using the facilities.
- Personal data will be processed in accordance with UK data protection legislation. Lampton Leisure, acting as an agent for LBH, will only process personal data as necessary for the performance of this contract and in accordance with LBH’s privacy policy.
- It is a customer’s responsibility to update their personal details with Lampton Leisure should they change.
- Lampton Leisure will update customers on any news, by email, social media, and website. You can opt out of marketing communications at any time, though we will still send you essential service messages about your membership.
- Your membership is personal to you and cannot be used by anyone else. Letting someone else use your membership card is strictly prohibited and will result in immediate termination of your membership without refund.
Access To Facilities
- Your access to our services and facilities will be determined by your agreed level of membership. Please visit our Join Us pages to confirm the access granted to your membership level.
- You will be required to present your membership card to gain entry to the facilities to which you are granted access pursuant to your membership level.
- For the safety and comfort of all users, we reserve the right to refuse entry or ask users to leave the premises if they breach our rules or behave inappropriately. Any such decisions will be made fairly and in line with LBH’s policies.
Joining Fee
- A joining fee payment will be required when signing up.
- The joining fee is determined by LBH from time to time and can be confirmed by our staff on site.
- The joining fee payment may vary depending on whether the membership is a single or a joint membership.
- This payment will be collected alongside any additional charges at the point of sale (being the date on which you enter into an agreement with us subject to these terms and conditions for membership).
Making Requests
- To submit a request and to leave feedback, please visit the Contact Us page.
- Once on this page, you should select the tab that best relates to your request.
- After selecting the appropriate tab, complete the required information and submit the request.
- An automated response will be sent to the email address provided with your request.
- The relevant site teams will be in touch with you regarding your request as soon as possible.
Membership Cancellation
- Cancellation request must be submitted in writing through the Cancellation Form located on the Contact Us page.
- To cancel your membership, you must give us one calendar month’s notice before your next direct debit payment date. For example, if your direct debit is on the 15th of each month and you submit a cancellation request on June 1st, your membership will end on July 15th after your final payment. Any cancellations requested whilst a membership is on freeze (see below) will need to be removed from freeze status prior to a full month’s calendar notice period being provided to us. One final direct debit payment will be taken as part of the cancellation process, and this will be in line with the normal direct debit date.
- If you have signed up to an annual membership, you will need to pay the full outstanding amount for your entire annual membership on cancellation of your membership (if not already paid). We can confirm the outstanding amount to you on request. If you have paid for your annual membership in full, you will not be entitled to a refund if you chose to cancel your membership earlier than expiry of the relevant membership year.
14 – Day Cooling Off Period
- If you join in person at one of our centres and request immediate access to the facilities, you will lose your right to the standard 14-day cooling off period. This means you won’t be able to cancel and get a refund within the first 14 days.
- Members who join online and who have not used the facilities before or have not booked an induction, may be eligible to a 14-day cooling off period refund.
- Members who have used the facilities before and have correspondence of attending an induction / tour may not be eligible for a 14-day cooling off period, even if the member joined online.
- If eligible, requests to cancel memberships must be submitted by filling out the Cancellation Form located on the Contact Us page.
Membership Freeze
- Annual memberships cannot be frozen unless specifically authorised by Lampton Leisure in special circumstances (see below).
- If you would like to freeze your monthly membership, you must provide us with one calendar month’s notice from the date the direct debit is required.
- Freeze requests must be requested by submitting the Freeze Form on the Contact Us page.
- You can freeze (temporarily suspend) your membership for up to 3 months per year in total. You can use these 3 months all at once or split them into shorter periods throughout the year.
- During any freeze period, your normal membership fee will be reduced to a £5 monthly holding charge, which will be collected by direct debit on your usual payment date.
- If you decide to unfreeze your membership earlier than the scheduled end freeze date notified to us at the time of freezing the membership, please send us this request by email.
- A pro-rata payment may be required to activate your subscription when unfreezing a membership.
- For Joint Memberships:
- If you need to freeze the membership, it must apply to both members.
- We cannot freeze just one person’s portion of a joint membership.
- If you wish to freeze your membership for a period longer that three (3) months due to medical reasons or other special circumstances, please submit a request through our Contact Us page. It shall be at the absolute discretion of Lampton Leisure if your request for an extended freeze is accepted.
Medical Freeze Requests
- Medical freeze requests must be requested by submitting the Freeze Form on the Contact Us page.
- Appropriate medical proof must be provided at the time of the request.
- No backdated requests for freezes or cancellations will be actioned – this includes reimbursement of a direct debit collection prior to the medical request being submitted.
- Memberships can be frozen medically for a maximum of 6 months with the appropriate medical proof being provided to us. Up to date medical proof may be requested accordingly.
- Memberships can be unfrozen earlier than the specified end of freeze date, if requested via email.
- A pro-rata payment may be required to activate your subscription when unfreezing a membership.
- Credits or refunds to your membership due to medical reasoning will be looked at on a case-by-case basis at the discretion of the General Manager of Lampton Leisure.
Upgrading a Membership
- Upgrade of membership must be requested in writing. Request form can be submitted through the Contact Us page.
- Changes to your subscription may require a pro-rata payment to be collected to activate the new subscription.
Downgrading a Membership
- Request to downgrade a membership must be submitted in writing by filling out the request form on the Contact Us page.
- If you wish to switch from a higher priced membership to a lower priced one, there is an administrative fee of £10. The fee must be paid before the downgrade can take effect.
- The £10 downgrade fee should be paid over the counter at your local site.
- The required action to downgrade will be processed and confirmed to you accordingly.
Changes to the Direct Debit
- The request to change your direct debit date must be submitted in writing, via email or request form on the Contact Us page.
- If you are notifying us about a change to the direct debit’s bank account details, please request this on site at the facility.
Refunds
- If you feel you are owed a refund, you can make a request by completing an enquiry form on the Contact Us Page and explain in detail the reason behind your request with any supporting documents.
- We will consider your request, these terms and conditions and the relevant circumstances to assess if a refund is to be made.
Annual Memberships
- Annual memberships expire at the end of the year long term.
- Annual memberships are non-refundable and non-transferable.
- Annual memberships cannot be frozen.
- Should you need to make a request for your annual membership to be frozen due to medical reasons or other special circumstances, please submit a form through the Contact Us page and please share the medical proof or other proof required to support your request. It shall be at the absolute discretion of Lampton Leisure if your request is accepted.
- Should you need to cancel your annual membership prior to its expiry due to medical reasons or special circumstances, please submit a form through the Contact Us page with any relevant supporting evidence. It shall be at the absolute discretion of Lampton Leisure whether to cancel your annual membership without further charge or to pay a refund in respect of any upfront payments you have made.
Facility Closures/Disruptions
- If one of our leisure centres needs to close for an extended period, we will either (at our discretion):
- Offer you access to alternative Lampton Leisure facilities (where possible); or
- Consider providing credit to your account where alternative access isn’t suitable.
- We will review each situation individually to ensure you receive fair compensation.
- These arrangements are made on behalf of LBH by Lampton Leisure as its managing agent.
Membership Prices
Direct Debit re-collection
- If your direct debit payment is unsuccessful, we will attempt to collect the payment again on the next available Direct Debit date. We will not give additional notice of this second attempt, unless you have already paid the outstanding amount by other means. If you’re experiencing payment difficulties, please contact us to discuss payment options.
- If we still do not receive payment, you will be contacted with your options for payment and we reserve the right to take other legal action where required.
Health and Safety
- Your safety is our priority. When using our facilities, please follow all health and safety guidelines notified to you;
- Always follow staff instructions
- Take time to read the health safety and safety information on our notice boards
- Only use our equipment and facilities for their intended purpose and in accordance with any instructions available
- Ask our staff if you’re unsure about any safety procedures
- You should not exercise beyond your own abilities. If you know or are concerned that you have a medical condition that may interfere with your safe use of our services and facilities, you should seek medical advice from a relevant medical professional prior to using our services and facilities and follow advice provided.
- You shall be responsible for any loss, damage or injury you suffer due to your failure to comply with our health and safety requirements, misuse of equipment or facilities or exercise beyond your abilities. We shall only be liable for personal injury or death caused by our negligence.
Lockers
- While we provide lockers for customer convenience, neither LBH nor Lampton Leisure accept liability for any items stored in lockers. Customers are advised not to store valuable items and to ensure lockers are properly secured. Any items left in the lockers past closing time may be removed and disposed of accordingly. This includes wet-side coin lockers and dry-side padlocked lockers.
Leisure Centre Facility Attire
- Lampton Leisure users must ensure to dress appropriately depending on the chosen activity.
- Swimming Pool: correct swimwear must be worn
- Gym: active wear and suitable trainers must be worn
- Sports Hall/Racquet Courts: trainers only. No boots or smart footwear is permitted
- Studios: trainers only unless session requires no footwear
- For everyone’s comfort and safety, we require all users to follow our dress code. If you do not comply with the dress code, our staff may ask you to leave the premises. You can find our full dress code policy at reception
Injury and Sickness
- For everyone’s safety, you must not enter our facilities if you are under the influence of alcohol or illegal substances. If we believe you are under the influence, we will need to ask you to leave and may report serious incidents to relevant authorities.
- For everyone’s health and safety, please do not visit our facilities if you are unwell. If you must visit while recovering from illness, please take extra care to thoroughly sanitize any equipment before and after use.
Photography and Filming
- To protect everyone’s privacy and safety, photography and filming are not permitted infacilities our without prior approval. This includes:
- Professional cameras;
- Mobile phones; and
- Drones
- If you would like permission to film, please email lamptongroup.comms@lamptongroup.co.uk at least 2 weeks in advance. Anyone found filming without permission will be asked to stop and may be asked to leave the premises.
Programmed and bookable classes or activities
- Depending on your agreed membership, you may be able to book onto or attend our programmed classes and activities without additional charge.
- Availability of programmed classes and activities is on a first come first serve basis and may be subject to restrictions (e.g. capacity, experience level or age).
- We reserve the right to amend our programmed classes and activities at any time. We will provide reasonable notice, where possible, of any changes to the programme. You accept that you will not be entitled to any refund or credit due to changes or cancellations of our programmed activities which you book or seek to attend as part of your membership.
Law and Jurisdiction
These terms are governed by English law and wherever you live, disputes arising between us and you shall be subject to the exclusive jurisdiction of English courts.
These Terms and Conditions are set by the London Borough of Hounslow (LBH) and may be updated from time to time. Lampton Leisure operates these facilities as an agent of LBH. We will notify you of any significant changes to these terms. Your continued use of our facilities after such notice constitutes acceptance of the updated terms.
Evidence required for concession memberships
| Membership type | Condition | Proof required |
| Concession | Universal Credit | Current letter showing proof of your name and address and the type of allowance you are receiving. |
| Concession | Under 18 years | ID such as Drivers licence, birth certificate or passport |
| Concession | Full-time student over 18 | Student card or suitable letter from college or school. |
| Concession | Student Nurse | Student card or suitable letter from college or school. |
| Concession | War pensioner | Letter of eligibility from the military. |
| Concession | Over 60 years | ID such as Drivers licence, birth certificate or passport |
| Concession | Youth Training | Student card or suitable letter from college or employer |
| Concession | Carers Card holder | Show valid carers card. |
| Concession | Employment Training Trainee | Recent letter from government or training provider. |
| Concession | Income support | Booklet from job centre stating the benefit, name and address. |
| Concession | Job Seekers Allowance | Booklet from job centre stating the benefit, name and address. |
| Concession | Incapacity Benefit | Booklet or current letter from job centre stating the benefit, name and address. |
| Concession | Severe Disablement Allowance | A current letter from government proving that you are receiving the benefit. |
| Concession | Disability Living Allowance | A current letter from government proving that you are receiving the benefit. |
| Concession | Working Tax Credit | A current letter from Job Centre Plus showing proof of your name and address and the type of allowance you are receiving. |
| Concession | Pension Tax Credit | A current letter from the tax credit office |
| Concession | Industrial Injuries Benefit | A current letter from Jobcentre Plus showing proof of your name and address and the type of allowance you are receiving. |
| Concession | Registered Blind/Disabled | Blue disabled badge or proof of benefit letter |
| Concession | Carer´s Allowance | Letter from benefit office showing proof of your name and address and the type of allowance you are receiving. |
| Concession | Concessionary Bus Pass | Produce current bus pass |
| Concession | Housing Benefit | A current letter from local government showing proof of your name and address and the type of allowance you are receiving. |
| Concession | Council Tax Benefit | A current letter from local government showing proof of your name and address and the type of allowance you are receiving. |
| Concession | Bridging Allowance | A current letter from government showing proof of your name and address and the type of allowance you are receiving. |
| Corporate | Blue Light Card | Valid Blue Light Card |
| Corporate | Company signed | Company ID or email from company director |
| LBH | LBH employee | Valid LBH ID card |
*Please note the Terms and Conditions are subject to change in accordance with Lampton Leisure Policies and Senior Management discretion*