Last reviewed: 02/OCT/2025

A membership provides you with access to our facility and services, your attendance thereafter has absolutely no bearing or influence on cancellations or refunds.

1. WHO WE ARE

The QFit Gym is owned by Quadrant Leisure CIC, an independent social enterprise, registered in England (no 08787573), our registered address is The John Willie Sams Centre, Market St, Dudley, Cramlington, NE23 7HS. If you wish to contact us, please email bookings @ qfitgym.uk

2. MEMBERSHIPS

2.0 Rolling agreement memberships are offered based on a calendar month (unless stated otherwise) and are valid from the date of purchase.

2.1 Contract memberships paid via Direct Debit will commence with a minimum 6 month contract and shall be renewed automatically until cancelled by you (see section 8 below)

2.2 All membership fees are paid in advance and are active from the date of purchase

2.3 It is your responsibility to ensure you have an active membership to use our facility or services

2.4 You will be required to sign in / register at the start of each session

2.5 You agree as a member to conduct yourself in a manner which does not cause disruption, harm or a potential hazard to you, other users or staff

2.6 We reserve the right to cancel a membership and/or suspend any person who is deemed to be in breach of these terms and conditions.

2.7 Memberships and day passes are open to anyone aged 16 or above

2.8 Memberships which include personal training should be aware that any missed sessions will not roll over

3. COMPLAINTS

All complaints will be dealt with in strict confidence and in a timely manner

3.1 Please report concerns verbally to a member of staff as soon as possible, if you feel unable to do so, or do not get satisfaction, please email us via info @ qfitgym.uk

3.2 We will acknowledge your communication within 48hrs

3.3 Written complaints must be submitted within 7 days on any incident.

3.4 You must include full contact details, these however will not be made public or shared with third parties without consent.

3.5 We will endevour to respond to your complaint within 14 days of receipt

3.6 We are a not-for-profit community interest company and all complaints will be dealt with by two or more independent members of the committee.

3.7 Please be aware that we have a lawful obligation where any complaint raises concern involving any criminal, sexual or safeguarding concerns, that we inform the relevant authorities in all cases.

3.8 All inquiries regarding Direct Debit Payments must be directed to us in the first instance in writing via email (bookings @ qfitgym.uk)

4. LIABILITY

4.1 You are responsible for the correct and safe usage of all our facilities and equipment.

4.2 You are responsible for ensuring we hold up to date and accurate physical activity questionnaire (PARQ) and have accurate records of your contact details for emergencies

4.3 We are not responsible, nor accept any liability for the following types of loss or damage:

• (a) of a kind that is not reasonably foreseeable;
• (b) which results from you misusing the facility and its equipment; or
• (c) from any events which are beyond our reasonable control.

4.4 Nothing in our terms is intended to limit or exclude our liability for death or personal injury caused by negligence or the negligence of our employees, fraud or fraudulent misrepresentation, or otherwise where we are not permitted to limit or exclude our liability by English law.

4.5 We will not accept any liability for any loss, damage, or accident to you or your property which occur in any public area of the facility, such as walkways, corridors, toilets or changing rooms. Public areas are managed and owned by our landlord, North Tyneside Council.

5. HEALTH

5.1 By entering our facilities, you do so in good faith and by representation that you are in good health, this means you are not knowingly incapable of engaging in either active or passive exercise.

5.2 Through your attendance, you warrant that your own actions would not be detrimental to your health, safety, comfort, well-being or physical condition.

5.3 Should any medical condition and/or ill health dictate you are no longer able to continue with your membership, you may request we Freeze or Cancel your membership. You must do this in writing to our address or via email.

5.4 Where we agree to do so, we shall Freeze you membership for no more than 90 days. You will be unable to use our facility and/or services whilst your membership is frozen. If you do not return your membership shall automatically be cancelled

5.5 Where we agree to do so, we shall Cancel your membership from the next applicable renewal date. This shall be done inline with our terms as laid out below in section 8 Your right to cancel

6. PRICING

6.1 We reserve the right to review our prices based upon business requirements.

6.2 Where any fee increase is applied, we shall provide a minimum 30 days notice through our facility notice boards, website and media channels where practical.

6.3 You will have no redress should any promotions be offered to attract new customers

6.4 Where you cancel a contract agreement, you must wait a minimum 45 days before re-joining on a contract basis

6.5 We reserve the right to offer discounts on any, or all of our membeships at any time

6.6 Where a discounted membership is purchased via Universal Credit (UC) elgibility, we will require proof of customers UC award at the point of purchase. UC discounts only apply to one-month standard gym memberships.

7. PHOTOGRAPHY

7.1 We may wish to take photographs of activities and class participation for marketing purposes, where we do so, we shall offer all participants the opportunity to step aside whilst this takes place

7.2 No person under the age of 16 shall be photographed without explicit parental consent

7.3 All imagery used for marketing is copyright to The QFit Gym and no reimbursement or payment shall be made or owned to the customer.

8. YOUR RIGHT TO CANCEL

If you have paid in-person by cash or card, or by credit/debit card online your membership shall expire at the end of the stated purchase period and therefore the membership will not auto renew. No action is required to cancel

8a Where stated, the ‘Cooling Off Period‘ only applies to an unused membership, once you attend our facility, the cooling off period no longer applies.

8.1 All memberships are live from the date of purchase and simply provide you with access to our facility. This means whether you chose to attend or not has no bearing or influence on refunds/cancellations.

8.2 There are no refunds or cooling off period where a membership is purchased in-person by cash/card.

8.3 Memberships purchased online have a 14-Day cooling off period (see 8a above) if you wish to cancel you must notify us within the first fourteen (14) days from the purchase date.

8.4 The Annual membership is a minimum 12 month agreement from the date of purchase. The special terms relating to cancellation/refunds for an Annual membership are as follows

1. The 14-Day cooling off period applies regardless of whether you purchase in person or online.
2. Once you attend our facility, the cooling off period is null and void.
3. If you decide to cancel from day 15 up to and including day 30 from the date of purchase you shall be offered a partial refund only. The partial refund shall be 75% of the price paid on the date of purchase.
4. No refund shall be available from day 31 from the date of purchase.

Direct Debits

8.5 To cancel a Direct Debit mandate you must contact us direct either in writing (email bookings @ qfitgym.uk) or in-person. Please provide a minimum 14 days notice prior to your renewal date to allow us time to stop all future payments from being processed.

8.6 Once a renewal payment has been processed by your bank this will not be refunded, the only exception to this is where you have provided a cancellation notice correctly and a payment was then requested by us in error

8.7 All Direct Debits commence with a minimum agreement period which will be clearly stated at the time of purchase. No cancellations or refunds are available during the minimum agreement period.

8.8 Should you cancel your membership during a minimum term period, you will be liable to pay the remaining outstanding balance before your agreement can be cancelled.

8.9 Do not cancel your direct debit mandate with your bank, this will not cancel your membership or commitment to us and may generate an automated SMS / Email requesting an immediate card payment – see 8.4 above.

8.10 A membership will remain active and all payments will continue to be requested regardless of your attendance and until such time as we receive a written notification to cancel.

8.11 We accept no liability, nor offer any compensation, refund or redress for any payments that continue to be made without a cancellation notice being received.

8.12 Where the cancellation notice has been proven to be submitted correctly, and we have failed to cancel the payments in error, all excess payments will be refunded.

9. REFUNDS & CREDITS

1. We will only issue a refund if purchased online and on the condition you have not used your membership to access our facility during the cooling off period. See section 8 above
2. Annual memberships are a 12 month agreement, no refunds shall be offered after 30 days from the date of purchase (see 8.4 above)
3. No refunds or partial payments will be offered for any membership once you have used our facility
4. Where a direct debit renewal payment has been processed, this can not be refunded unless it has been requested in error by us.
5. To cancel a recurring debit/credit card payment, you can do this directly with your own bank in person or via a banking app. You must allow at least 48hrs prior to your renewal date to stop the payment.
6. There are no refunds or credits allowed to any Class discount or Gym Flexipass cards. All cards are valid for up 4 months from the date of purchase, or until the last credit is used, whichever is sooner!

9.1 Refund processing times

• Where a refund is allowed, this shall be made payable to the original payment process.
• Where you have paid in person by card, a refund can only be processed back to the original card.
• Where you pay via direct debit, the refund shall be returned to payees bank account.
• Refund processing times may vary and could potentially take up to 21 days.

9.2 How to request a refund

To request a refund for you must do so in writing via email (to bookings@qfitgym.uk) and ensure the following conditions are met:

1. You have requested the refund within the agreed time frame as stipulated and you do not have an ‘Active’ membership
2. Please confirm in your request the reason for the refund.

10. Liability

10.1 When entering and using our facility, you do so on the understanding that you are capable to participate in, or perform excercise safely and without risk to your own health.
10.2 We may identify possible problems with you taking part in exercise and recommend that you seek and obtain medical advice. We are not responsible if you ignore our recommendations and continue to exercise or take part in any of our activities/services.
10.3 We cannot guarantee that all the facilities/services are available at all times due to maintenance issues, equipment breakdowns or malfunctions and/or staff illness. By law, we do not have to pay you compensation for any service, facility or equipment not being available.
10.4 By law, we do not have to pay you compensation for loss or damage you may suffer unless such loss or damage is caused by our negligence or failure to comply with applicable law.
10.5 We will not pay you compensation if we have failed to carry out our duties due to:
A. Your own fault.
B The fault of someone else who is outside of our control or who is not connected with providing our services under these terms and conditions; or
C Events outside of our control or which we could not have known about prior to their occurrence even if we had taken all reasonable care.

11.0 GYM ETIQUETTE

• All users must sign in / register at reception on arrival for each visit
• If you are unsure as to how to use any piece of equipment, please speak to a member of staff
• Coats and bags not permitted onto the gym floor, free lockers are available
• No open cups/cans are allowed within the gym facility, drinks must have a sealed lid
• You may not use the gym whilst under the influence of alcohol, narcotics, tranquilizers or any medication or other substance which may affect your ability to exercise safely
• Please ensure all equipment is cleaned and stored away after use
• We will not tolerate the use of any foul language or any behaviour that may cause harm, upset or distress to staff or other users
• Any aggression, or a perceived threat of aggression or violence will result in the person(s) being ejected and local authorities / police may be informed
• We do not allow users to coach or deliver personal training to other users within this facility. Anyone perceived to be training other users will be asked to leave the gym immediately without recompense
• Members are solely responsible for their own belongings. The QFit Gym accepts no responsibility for any loss or damage to personal property.
• Members are asked to only use the lockers for the duration of their training session.
• Members must inform staff of changes to any contact details.
• By accessing the gym members are deemed to have read and understood the terms and conditions of membership.
• Should your personal medical circumstances change you are required to inform us immediately.
• Smoking, including e- cigarettes are strictly prohibited in all areas of the building
• Staff reserve the right to remove any person who is perceived to be behaving in a manner that may disrupt, endanger or cause distress to other users
• The Qfit Gym reserve the right to terminate the membership or restrict use of the facility to any person who is in breach of the etiquette and/or membership conditions.

Definitions
Where stated as ‘we‘, ‘us‘ or ‘our‘ will identify as the QFit Gym. Reference to ‘you‘, ‘your‘ will identify you as as an individual member.
Rolling agreement refers to any product with a single month membership period
Contract agreement refers to any product on a direct debit or a recurring card transaction.
Ashbourne Services – are a third party organisation who operate direct debits on our behalf.
GoCardless – are a third party organisation who operate direct debits on our behalf.
Stripe – are a third party organisation who process debit/credit card payments on our behalf.

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