These Terms and Conditions apply to memberships sold by Wealden Leisure Limited, trading as Freedom Leisure (“Freedom Leisure”, “we”, “us” or “our”) acting as an agent on behalf of your local authority (“Guildford Borough Council”)  

Our registered office is The Paddock, 1–6 Carriers Way, East Hoathly, East Sussex BN8 6AG. 

These Terms and Conditions of Membership (“Terms and Conditions”) are incorporated into the membership agreement between Guildford Borough Council and each member ('You') ('the Membership Agreement').  

Freedom Leisure has been appointed to act as an agent on behalf of Guildford Borough Council in administering memberships and enforcing these terms and conditions. By joining, you agree to these Terms and Conditions. 

Guildford Borough Council may make reasonable changes to these Terms and Conditions through its authorised agent, Freedom Leisure, in accordance with clause 11 and applicable consumer law.

By joining, you agree to these Terms and Conditions.

1. Your Membership

1.1 Acceptance of membership

Membership is subject to acceptance by Freedom Leisure. We may ask you to provide reasonable evidence to verify information supplied when you join or to confirm your eligibility for a particular membership.
Your membership will normally start once we have accepted your application and received any initial payment and other amounts due.

1.2 Membership access

You will be provided with a membership card, digital credential or other means of accessing the facilities included within your membership. Your membership and access credentials are personal to you and must not be transferred, shared or used by another person.

We may withdraw or cancel membership where a membership or access credential has been fraudulently used. Lost or damaged physical membership cards may be subject to a reasonable replacement charge.

Where required for a particular activity or facility, you may need to complete an appropriate health declaration, induction or other required process before participating.

1.3 Identification

We may hold a photograph against your membership record for identification and access-control purposes. Information about how we use your personal information is contained in our Privacy Policy.

1.4 Membership benefits

The facilities, services and benefits included within each membership category may vary between locations. Details of the membership categories, benefits and prices available at your facility will be provided when you join and, where available, published on our website.

We may also make promotional or other membership categories available from time to time at our discretion. Membership fees will not normally be refunded simply because you choose not to use the facilities or services available to you.

2. Concessionary, Corporate and Joint Memberships

2.1 Concessionary memberships

Concessionary membership categories may be available at certain facilities and eligibility criteria may vary by location.

You will be required to provide appropriate evidence of eligibility when joining and we may periodically ask you to provide further evidence that you remain eligible.

Where appropriate, we may retain evidence or a record that eligibility has been verified in accordance with our Privacy Policy and applicable data protection requirements.

If satisfactory evidence is not provided, or you cease to qualify for the concession, your entitlement to the concessionary rate will end and your membership may be moved to the appropriate standard rate. Any Direct Debit will be amended accordingly.

You are responsible for telling us if your eligibility for a concessionary membership changes.

2.2 Corporate memberships

Corporate membership arrangements may be available to organisations with ten or more active members. Where the number of eligible members falls below ten, we may move remaining members onto the appropriate standard membership rate and amend their Direct Debit accordingly.

You may be required to provide evidence of employment or other eligibility when joining and periodically thereafter. You are responsible for telling us if your employment or eligibility status changes.

2.3 Joint memberships

Where joint memberships are available, they may be subject to the requirement that payment is collected from one bank account and that all members live at the same address. Each adult included within a joint membership is subject to these Terms and Conditions.

2.4 Changing membership category

You may change membership category up to twice in any 12 month period. Further changes may be subject to a reasonable administration fee.

3. Payments and Price Changes

3.1 Initial payment

Your first payment will cover the period from the date your membership starts until your first monthly Direct Debit payment. The initial payment is due immediately when you submit your membership application, including where you have selected a future membership start date

3.2 Monthly Memberships

Monthly membership fees are payable in advance by Direct Debit. In most cases, Direct Debits are collected on or around the 1st of each calendar month. Some memberships or facilities operate different collection dates. The payment date applicable to your membership will be confirmed to you when you join. Where a collection date falls on a non-working day, payment may be collected on the next available working day.

If a Direct Debit is returned unpaid, we may re-present the payment in accordance with applicable Direct Debit rules. If a payment is missed or remains unpaid, we may suspend your membership and access to our facilities until the outstanding amount has been paid.

You remain responsible for membership fees properly due under your Membership Agreement regardless of how frequently you use the facilities.

3.3 Paid-in-Full Memberships

Where offered, Paid-in-Full Memberships require the full membership fee to be paid upfront at the time of purchase and provide membership for the fixed period specified when you join, which will usually be 12 months. Paid-in-Full Memberships are normally non-refundable and non-transferable once purchased, except where you have a statutory right to cancel or where these Terms and Conditions expressly provide otherwise.

There are no further monthly membership payments due during the agreed fixed membership period.

3.4 Price changes

We may review membership prices from time to time. Where we change your monthly Direct Debit amount, we will provide appropriate advance notice in accordance with applicable Direct Debit and consumer requirements.

4. 14-Day Cancellation Rights

4.1 When the 14-day cancellation right applies

You have a legal right to cancel your Membership Agreement within 14 days where you enter into your membership:

• online, including through the Freedom Leisure website;
• by telephone or another method where you and Freedom Leisure are not together in person when the Membership Agreement is entered into; or
• away from Freedom Leisure's business premises, where the agreement meets the legal definition of an off-premises contract.

These are commonly referred to as distance or off-premises contracts.

The statutory 14-day cancellation right does not generally apply simply because you change your mind where you enter into your Membership Agreement in person at a Freedom Leisure facility. This does not affect any other statutory rights you may have.

4.2 How to cancel during the 14-day period

To exercise your 14-day cancellation right, you must clearly tell us that you wish to cancel your Membership Agreement before the cancellation period expires. You can do this using the contact details or cancellation method provided when you join or by completing this online form: https://www.freedom-leisure.co.uk/cancel/. Your statutory rights are not affected.

5. Using Our Facilities

5.1 Health and fitness

Before using the facility, you may be required to complete a health declaration and any induction or familiarisation process reasonably required by Freedom Leisure. You are responsible for providing accurate information and for deciding whether you are fit and healthy enough to participate in exercise. You must tell us about relevant changes in your health where these affect your ability to exercise safely or where we reasonably need that information to provide a service safely.

You are responsible for using facilities and equipment correctly and safely. If you are unsure how to use equipment, you should ask a member of the Freedom Leisure team for assistance.

5.2 Venue rules and behaviour

You must comply with:

• These Terms and Conditions;
• Any reasonable venue rules, policies or procedures in force at the facility;
• Health and safety and safeguarding requirements; and
• Reasonable instructions given by Freedom Leisure colleagues.

You must behave appropriately towards our colleagues, other customers and visitors. Abusive, threatening, discriminatory, intimidating, unsafe, unlawful or seriously inappropriate behaviour will not be accepted.

Freedom Leisure is committed to providing a safe, respectful and inclusive environment for employees, volunteers, customers and visitors. Any form of harassment, sexual harassment, intimidation, abusive behaviour, unwanted physical contact, sexually suggestive comments, gestures or conduct that creates an offensive, intimidating, hostile, degrading or humiliating environment will not be tolerated. Freedom Leisure reserves the right to refuse entry, suspend memberships, remove individuals from facilities and, where appropriate, report matters to the police or other relevant authorities.

You must not use our facilities to sell, supply, advertise or promote goods or services to other customers, or undertake any other unauthorised commercial activity, without our prior permission.

We may refuse entry to, or require the removal of, any person where reasonably necessary for health and safety reasons, inappropriate behaviour, breach of these Terms and Conditions or venue rules, or where their presence would otherwise materially interfere with the safe and appropriate operation of the facility.

6. Bookings, Cancellations and No-Shows

If you are unable to attend a booked activity, you should cancel your booking as soon as possible so the space can be made available to another customer.

We may apply a no-show or late-cancellation charge where you:

• Do not attend a booked activity; or
• Cancel within 4 hours of the booked session.

Where a charge remains unpaid, we may prevent further bookings and/or suspend access until the outstanding charge has been paid. The applicable charges are available at the facility.

7. Freezing Your Membership

Freezing is available as a benefit on eligible monthly Direct Debit fitness memberships and is intended for periods of prolonged absence, for example because of serious illness or injury.

A freeze:

• must be for full calendar months;
• is available for a minimum of one calendar month;
• is normally available for a maximum of three months in any 12-month period; and
• is subject to a fee, the applicable charges are available at the facility.

In exceptional circumstances, Freedom Leisure management may, at its reasonable discretion, agree to a freeze outside these standard arrangements. Any exception will be considered on an individual basis and does not create an entitlement to the same arrangement in future.

Freezing is not available for lesson or course memberships where Freedom Leisure is required to hold a specific place for the customer.

A membership can normally only be frozen after the first Direct Debit and any initial pro-rata payment have been collected.

Any promotional or discounted period which falls during a freeze will not normally be extended.

Where possible, we recommend contacting your facility by the 20th of the month if you would like your freeze to take effect from the first day of the following month. Requests received after this date may still be considered, but we cannot guarantee that the freeze can be processed before the next Direct Debit payment is collected. Processing times may also vary around bank holidays.

At the end of the agreed freeze period, your membership and normal Direct Debit will automatically resume.

8. Cancelling Your Membership

8.1 Monthly Direct Debit memberships

You may cancel a monthly Direct Debit membership by submitting a cancellation request online: https://www.freedom-leisure.co.uk/cancel/ and giving a minimum of 1 calendar month's notice prior to your next Direct Debit payment.

8.2 Cancelling your Direct Debit

Cancelling your Direct Debit instruction with your bank does not, by itself, cancel your Membership Agreement or remove your responsibility for any membership fees properly due. Once your membership has been properly cancelled, you are responsible for ensuring that any Direct Debit instruction that is no longer required is cancelled.

8.3 Paid-in-Full Memberships

Subject to your statutory rights and any express provisions within these Terms and Conditions, memberships paid in full are normally non-refundable.

9. Suspension or Termination by Freedom Leisure

We may suspend or terminate your membership where there are reasonable grounds to do so. This may include where:

• Membership fees or other amounts due remain unpaid;
• You seriously or repeatedly breach these Terms and Conditions or applicable venue rules;
• Your membership or access credentials are used fraudulently or by another person;
• Your conduct is abusive, threatening, discriminatory, intimidating, unsafe, unlawful or otherwise seriously inappropriate;
• Your conduct creates a material risk to our colleagues, customers or visitors; or
• You undertake unauthorised commercial activity within our facilities.

In serious cases, we may suspend or terminate membership immediately and without prior notice:

• Where fees remain unpaid for 30 days after becoming due, we may terminate the membership.
• Where a membership is terminated because of a serious breach by the member, the member may lose the privileges associated with membership and may not be entitled to a refund of membership fees, subject always to their statutory rights.
• Where a membership has lapsed for more than one calendar month, a new joining or registration fee may apply if the member subsequently rejoins.

10. Facilities, Services and Opening Hours

Normal facility opening hours are displayed at the facility and/or on our website. We may reasonably change opening hours, programmes, activities, equipment, facilities and services to reflect operational requirements.

Where reasonably practicable, we will provide advance notice of material planned changes. Our existing operating standard is to endeavour to provide at least seven days' notice of changes to normal opening hours.

Facilities may also have planned annual closure periods. These will not normally exceed three weeks, and we will aim to provide at least 14 days' notice. Temporary changes, closures or the unavailability of individual services or facilities will not normally give rise to a refund.

We will not be responsible for services or facilities being unavailable because of circumstances outside our reasonable control. Where we make a significant and lasting change which materially affects the principal benefits of a member's membership, we will deal with this reasonably and in accordance with applicable consumer law.

Terms relating to the admission of guests are contained within the relevant membership information, venue rules and/or general terms and conditions available on our website.

11. Changes to Membership Benefits and These Terms

We may make reasonable changes to membership benefits or these Terms and Conditions where necessary, including because of:

• Changes in law or regulation;
• Health and safety requirements;
• Changes to the way we operate our facilities or services;
• Changes to technology or payment systems; or
• Other reasonable operational or business requirements.

Where a change materially affects your membership, we will provide reasonable advance notice wherever reasonably practicable.

12. Our Liability

Nothing in these Terms and Conditions excludes or limits any liability which cannot legally be excluded or limited, including liability for death or personal injury caused by our negligence. We are responsible for loss or damage which is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

We are not responsible for loss or damage which is not foreseeable or which arises from circumstances outside our reasonable control. Nothing in these Terms and Conditions affects your statutory consumer rights.

13. Keeping Your Details Up to Date and Contacting You

You are responsible for ensuring that the contact information we hold for you remains accurate and up to date, including your postal address, email address and telephone number. We may use those details to contact you about matters relating to your membership, including:

• Payments;
• Bookings;
• Changes to membership or services;
• Health and safety matters; and
• Other membership administration.

Where an email is sent to the most recent email address you have provided, it will normally be treated as received two working days after transmission unless we receive evidence that delivery has failed. Providing an email address or mobile telephone number allows us to use those channels for appropriate membership administration and service communications.

Marketing communications will only be sent where permitted by applicable law and in accordance with your communication preferences.

14. Photography and Filming

14.1 Use of Recording Devices by Customers

The use of recording devices, wearable technology and other equipment capable of capturing audio, images or video is subject to venue rules, signage and staff instructions. In certain areas of the facility, the use of such devices may be completely prohibited. Users are responsible for checking and complying with any signage or restrictions displayed in the vicinity. Freedom Leisure reserves the right to restrict or prohibit the use of such devices where necessary to protect privacy, dignity, safeguarding, safety or security.

14.2 Photography and Filming by Freedom Leisure

We may from time to time take photographs or video recordings within our facilities for appropriate promotional, marketing, operational or evidential purposes. Where individuals are identifiable, images will be processed in accordance with our Privacy Policy and applicable data protection legislation.

Where photography or filming is planned, reasonable notice will be provided where appropriate. If you do not wish to be included, please make this known to a member of the Freedom Leisure team.

Incidental inclusion of individuals in photographs or recordings of facilities, activities or events may occur.

15. Privacy and Data Protection

Freedom Leisure processes personal information in accordance with applicable data protection legislation. Details of how we collect, use, store and share personal information, together with your data protection rights, are set out in our Privacy Policy

If you wish to exercise your data protection rights or have any questions about how we use your personal information, please contact:

Data Protection Officer
Freedom Leisure
The Paddock, 1-6 Carriers Way
East Hoathly, East Sussex, BN8 6AG
Email: [email protected]

Please note that we do not share your personal data with third parties for marketing purposes.

You have rights in relation to your personal information under applicable data protection legislation, including the right to request access to the personal data we hold about you and where applicable, rights to rectification, erasure, restriction of processing, objection to processing and data portability.

Nothing in these Terms and Conditions limits your rights under applicable data protection legislation.