Terms and Conditions

Leisure membership terms and conditions, and Kids Camp terms and conditions can be found below.

South Norfolk Council Leisure Centre Membership Terms and Conditions

  1. Membership includes the right to use the facilities in accordance with the membership type, subject to the rules of each centre. Please ensure that you bring your membership card with you on every visit to the centre. Admission to facilities may be denied without production of a valid membership. When you join, you agree that a photo of you will be taken for our records, which will appear on our computer screens whenever your membership card is swiped. A charge will be made for a replacement card.
  2. Before using any exercise equipment at any centre, you must complete a pre-exercise readiness questionnaire. A new questionnaire must also be completed if a new medical condition arises, or an existing one alters. Please contact reception if you wish to check that your details are up to date.
  3. If you do not attend any Leisure Centre having purchased a membership (or taken advantage of any special promotion) you will not be entitled to a refund of any fees paid unless exception circumstances apply. Any refund will be at the discretion of the Head of Health and Leisure Services.
  4. Class Attendance and booking: Classes can be booked 7 days in advance (14 days for members). Classes will only run with a minimum of 4 attendees. Suitable clothing and non-marking footwear must be worn for all studio and hall based classes. If you arrive more than 5 minutes after the stated start of a class you may be refused admission. A minimum of 2 hours’ notice of cancellation is required for all class bookings. If you cancel a class booking with less than 2 hours’ notice or do not attend a class you have booked you will forfeit your fee and members with classes included in their membership will occur a charge equal to a non-member class fee. The charge will be applied to your account and any member who has arrears relating to a class cancellation or no-show charge will be stopped from booking or attending further classes until these arrears have been paid. Should you wish to appeal a   cancellation charge please email [email protected] stating the class date and reason for appeal.
  5. Membership does not include bookings for the Main Pool family swim sessions.
  6. Personal possessions: our liability to compensate you (in the case of loss, damage or theft) of any items of clothing or other possessions which you bring to the centre is limited to situations where the loss, damage or theft was due to a negligent act or omission by us.
  7. All gym users will be offered an induction to ensure they can use the equipment safely.
  8. Use of equipment: You must use all equipment and facilities in a proper manner and must give safe regard to your own health and safety and to that of others.
  9. In the event of pregnancy or major illness your membership may be frozen. A letter of confirmation will be required from your GP. In other circumstances Fitness memberships may be frozen for a maximum period of two months and a nominal fee will be payable during this period.  Swim school memberships which are used to secure a space on a course may not be frozen without the space being made available to other pupils.
  10. If your payment of the monthly fee lapses during the initial period stated in your agreement the full monthly fees for the remainder of the initial period must be paid. For example, if your membership is for 6 months and payments lapse after one month, the remaining five months fees must be paid. If you are on a direct debit and wish to cancel after your initial period, cancellations should be confirmed by completing the cancellation form which can found on the South Norfolk Leisure website.  You must give one full calendar months notice to and your membership will end on the final day of the month of your last direct debit. For example, if you cancel on the 10 May, your final payment will be taken on the 1 June and your membership will end on 30 June. Should you re-join at a later date then a joining fee will be applicable.
  11. After the initial period stated in your agreement you may terminate this agreement by giving one calendar months’ notice and completing the online cancellation form which can be found on the South Norfolk Website.
  12. The centre may increase the monthly fees and you would be notified by email or by prominent display on the premises
  13. We reserve the right to pre-book and use any fitness suite for special bookings, but this will be displayed on the premises at least 10 days in notice of any closure or restricted use of the gym.
  14. As a member you agree to comply with the terms of the membership relating to opening hours, use of the facilities and your conduct. These can be found on the South Norfolk website.
  15. We may make reasonable changes to the terms and conditions at any time if we give you notice of the proposed changes.
  16. We agree that we will use any personal data you give us only in accordance with the Data Protection Act 2018.
  17. Minimum age of gym membership is 13 years old.

 

Kids Camp terms and conditions 

Kids Camp aims to have an open and honest relationship with all parents and children attending any camp. In order to create a safe and enjoyable environment for all children attending Kids Camp, the following terms and conditions must be agreed and adhered to. This agreement is with you, as the person who made the booking, and you are responsible for ensuring any parent/carer relating to this booking are aware of, and accept, these booking conditions.

Confirmation of booking details
By agreeing to these terms and conditions, you are verifying that the booking contact details, medical information and any other details submitted as part of the booking are correct.

Cancellations and Refunds
Kids Camp requires a minimum 12-hours-notice in order to cancel/change a confirmed booking. All cancellations can be processed via the reception desk.

Childcare Vouchers and Tax-Free Childcare
Kids Camp accept various payments using childcare vouchers. Please ensure that you pay once you have made the booking online. For bookings made using tax free childcare, please email the date and amount of the payment as well as the child’s unique code (beginning with the child’s initials and ending in TFC) to [email protected].

Booking alterations
Kids Camp requires a minimum of 12-hours notice in order to process booking alterations including day or time changes. Booking alterations can be completed at the reception desk.

Technology Usage
We ask all members of Kids Camp to leave their technology (including mobile phones, tablets and wearable technology) at home. Kids Camp is a chance to enjoy the day without the use of technology.

Health and Safety
Only children aged between 5 and 15 are permitted at Kids Camp. It is the responsibility of the parent/guardian to supply Kids Camp with the information required to ensure that all children enjoy a safe environment prior to the booked activity. Information required includes all medical information and any other special requirements.

Kids Camp is committed to providing an inclusive environment and will support children with Special Educational Needs and Disabilities (SEND) wherever reasonably possible. If a child has SEND requirements or behaviours that may require additional support, parents or guardians must inform the Leisure Activities Manager before making a booking. To allow adequate time for assessment and planning, a minimum of two weeks’ notice is required prior to the booking date. Where available, an Education, Health and Care Plan (EHCP) should be provided to help us understand and support the child’s individual needs. The two-week notice period enables Kids Camp to assess requirements and implement any appropriate support measures. In situations where we are unable to safely and effectively meet a child’s needs, we may be unable to offer a place at Kids Camp. Any additional need requirements can be discussed with the Leisure Activities Manager by emailing to [email protected].

Kids Camp staff will ensure that communication is open and honest to create a safe environment for every child in attendance.

To help prevent the spread of illness and infection, children must not attend Kids Camp if they are feeling unwell or have an infectious illness. Children should only return to Kids Camp once they have been symptom-free for at least 48 hours.

Children attending our Kids Camp must be toilet trained and able to use the toilet independently.

Child Protection and Safeguarding
Kids Camp staff have a duty to care to report any safeguarding concerns in line with the Council’s safeguarding policy. The Kids Camp Designated Safeguarding Lead is the Leisure Activities Manager if you wish to speak to them.

Staff Ratio
Kids Camp staff to child ratio complies with Ofsted requirements of one member of staff to every eight children. Ratios will not exceed 1:8 under any circumstances.

Liability and Personal Property
Kids Camp does not accept liability for personal injury or the death of any person unless directly caused by the proven negligence of the company or its servants, in this event our liability insurance provides cover of up to £10 million. Kids Camp will not take responsibility for the loss or damage of any items of personal property brought onto the camp.

Exclusions and Late Collection
Kids Camp reserves the right to refuse, cancel, or withdraw a booking, and to exclude any child whose behaviour is deemed inappropriate or presents a risk to themselves, other children, or staff. Any refunds will be processed in accordance with our cancellation policy; however, no compensation will be provided for any additional costs or losses incurred. We also reserve the right to cancel future bookings where a child is consistently collected more than 15 minutes after the scheduled collection time.

Programme and Activities
Kids Camp reserves the right to change and alter the published timetable where operational requirements dictate. Where the programme is altered, alternative activities will be provided

Policies and Procedures
Copies of all Kids Camp policies and procedures are available at each camp location and can be provided upon request.

Complaints
Kids Camp aims to provide fun and enjoyable activities for all during their time at camp. If there is an issue, please speak to staff at your earliest convenience so that it can be discussed.

In order to make a formal complaint regarding Kids Camp activities, please visit: https://www.southnorfolkandbroadland.gov.uk/council/compliments-suggestions-complaints/make-complaint-south-norfolk-council

Parents/guardians have the right to contact Ofsted and this can be done as per below:

Ofsted
Piccadilly Gate
Store Street
Manchester
M1 2WD

or email at: [email protected]

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