Terms and conditions
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.
- Lampton Group will not pass details onto third parties.
- It is a customer’s responsibility to update their personal details with Lampton360 should they change.
- Lampton360 will update customers on any news, by email, social media, and website.
- Membership must only be used by the membership account holder. Misuse of membership card could lead to immediate termination of the membership.
Joining Fee
- A joining fee payment will be required when signing up on an Adult Fitness membership.
- The charge may vary depending on whether the membership is a single or a joint.
- This payment will be collected alongside any additional charges at the point of sale.
Making Requests
- To submit a request and to leave feedback, please visit the Contact Us page.
- Choose the correct Tab in relation your request.
- Complete the required information and submit.
- An automated response will be sent.
- The relevant site Teams will be in touch with you regarding your request.
Membership Cancellation
- Cancellation request must be submitted in writing through the Cancellation Form located on the Contact Us page.
- One calendar months’ notice from the direct debit date is required when requesting a cancellation.
- Any cancellations requested whilst membership is on freeze 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.
14 – Day Cooling Off Period
- Members who join in person at one of our centres, are not entitled to a 14-day cooling off period refund.
- Online joiners who have not used the facilities or have not booked an induction, may be eligible to a 14-day cooling off period refund.
- Members who have used facilities before and have correspondence of being toured may not be eligible for a 14-day cooling off period even if joined online.
- Requests to cancel must be submitted by filling out the Cancellation Form located on the Contact Us page.
Membership Freeze
- One calendar month’s notice from the direct debit date is required when requesting a freeze of the membership.
- Freeze requests must be requested by submitting the Freeze Form on the Contact Us page.
- The maximum freeze period in a year is 3 months in total (that could be consecutively or sporadically)
- There is a £5 holding collected each frozen month by direct debit.
- Unfreezing your membership earlier than the scheduled end of freeze date can be requested by email.
- Pro-rata payment may be required to activate subscription usage when unfreezing.
- Joint Memberships can only be frozen as a whole meaning we cannot freeze only one half of the subscription. For medical or other options, please submit a form through the Contact Us page.
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 DD 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.
- Membership can be unfrozen earlier than the end of freeze date, if requested via email.
- Pro-rata payment may be required to activate subscription usage when unfreezing.
- 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.
Upgrading a Membership
- Upgrade of membership must be requested in writing. Request form can be submitted through the Contact Us page.
- Change of 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.
- Downgrading from a higher priced membership package to a lower priced membership package requires the payment of a £10 downgrade fee.
- £10 downgrade fee should be paid over the counter at your local site.
- One calendar month’s notice from the direct debit date is required when requesting a downgrade of the membership.
- Action to downgrade will be processed and confirmed 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.
- Changing a direct debit’s bank account details can be requested in site.
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.
Annual Memberships
- Annual memberships expire at the end of it’s term.
- Annual memberships are non-refundable and non-transferable.
- Annual memberships cannot be frozen.
- Should you need to make a request due to medical reasons, please submit a form through the Contact Us page and prepare to share the medical proof to support your request.
Facility Closures/Disruptions
- In the event of an extended period of closure to one of our leisure centres, Lampton Leisure will ensure appropriate compensation is provided where necessary. This may be in the form of alternative location access and if necessary a credit could be offered on a case by case basis.
Membership Prices
- Lampton Leisure reserves the right to amend prices of memberships giving 14 days’ notice in line with the DD guarantee.
Direct Debit re-collection
- In the case of a direct debit collection being returned back to the bank, Lampton Leisure will resubmit the unpaid membership fee on the next available Direct Debit Date without prior notice, unless the payment has already been made.
Health and Safety
- Users of Lampton Leisure facilities are expected to follow Health and Safety regulations of the clubs. Users must comply with the directions of Lampton Leisure staff should there be a need. Users can familiarise themselves with Health and Safety information displayed on notice boards at our Lampton Leisure centres.
External Coaches
- Under no circumstances will Lampton Leisure allow customers to bring in external coaches for activities. If customers or members are not complying with this, Lampton Leisure reserve the right to request both parties leave the premises and potential bans may be placed on users accounts, with no refunds of casual or membership fees.
Lockers
- Lampton Leisure casual customers and members who use our lockers are doing so at their own risk. Lampton Leisure are not responsible for any lost or stolen items. 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.
Car Park
- Lampton Leisure are not responsible for the leisure centre car parks. Parking at our sites and items left in vehicles are at the owner’s risk. If a leisure centre user receives a parking fine, Lampton Leisure are not required to resolve the query.
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.
- Sports Hall/Racquet Courts: trainers only. no boots or smart footwear.
- Studios: trainers only unless session requires no footwear.
- Failure to comply with Lampton Leisure’s dress code could result in being asked to leave the premises.
Injury and Sickness
- Users are not permitted to enter any Lampton Leisure centre if under the influence of illegal substances and/or alcohol. Necessary action will be taken should users fail to comply.
- Users who are unwell and visit our facilities are doing so at their own risk and should adhere to taking extra precaution in thoroughly sanitizing any equipment they may use.
Leisure Facility Etiquette
- Users of Lampton Leisure are encouraged to be mindful of other users. This includes sanitizing equipment after use, ensuring equipment is not being used for an extended period of time, returning equipment to its original place, making sure booked sessions/courts are left on time, not bringing scents and oils to health suites. – Failure to comply with the above examples may result in staff requesting the user to leave the premises without refund.
- Should you not adhere to facility-specific rules and display disrespectful behaviour towards the facilities and staff, Lampton Leisure reserve the right to permanently cancel your membership without any refund.
Photography and Filming
- Under no circumstances do we allow filming in our leisure centres or around our sites without prior approval. This includes the use of professional camera equipment, mobile phones or drones. If you would like to make a request to film at one of our sites, please email lamptongroup.comms@lamptongroup.co.uk with a minimum of 2 weeks’ notice. For the safety and security of all our customers, non-adherence may result action being taken if these guidelines are not followed.
*Please note the Terms and Conditions are subject to change in accordance with Lampton Leisure Policies and Senior Management discretion*