VISION REDBRIDGE CULTURE & LEISURE

Leisure Use – Terms and Conditions (v3.1)

These Terms and Conditions (“Terms”) form a legally binding agreement between Vision Redbridge Culture and Leisure (“Vision”, “we”, “us”, “our”) and any individual (“you”, “your”) who uses, visits, books or accesses any of our leisure facilities, activities, memberships, courses or services.

These Terms apply to all leisure users, including:

• Pay‑as‑you‑go customers
• Activity, class, course and facility users
• Monthly and annual Members
• Corporate, concession and partnership Membership holders
• Junior users (via a parent/guardian)

By entering any Vision leisure facility, creating an account, making a booking, purchasing a membership, or participating in any activity, you agree to comply with these Terms.

1. Definitions

The following definitions apply throughout these Terms:

• “Activity Booking” – A reservation made by you for any bookable session, activity, class, or facility.
• “Activity Fee” – A payable fee for an Activity Booking that is not included within your Membership type.
• “Admission Fee” – A fee for any person entering a facility without an applicable Membership or Activity Booking.
• “Block Booking” – A series of pre‑paid sessions reserved over a defined period.
• “Cooling-Off Period” – A 14‑day period following the purchase of a Membership.
• “Direct Debit (DD)” – An authorised monthly payment method.
• “Home Centre” – The centre at which your Membership is registered.
• “Late Cancellation Charge” – A charge applied when cancelling less than 4 hours before the activity start time.
• “Lessons and Courses” – Supervised instructional sessions.
• “Member / Membership” – Any individual with an active Monthly, Annual, Single-Payment, Pay-as-you-go, Corporate, Concession or partnership Membership.
• “Membership Customer Portal” – The online platform for managing bookings, details and payments.
• “Pro‑Rata Fee” – A calculated amount payable when a Membership begins part‑way through a month.
• “No Show Charge” – A charge for failing to attend or cancel an activity appropriately.
• “Rules” – All facility, activity and safety rules displayed onsite or online.
• “Vision Leisure App” – The official mobile app used for Membership, check‑ins and bookings.

2. General Conditions of Facility Use

2.1 Proof of Access
All users must check in using the Vision Leisure App, a valid Membership QR code, or a booking confirmation. Failure to check in may result in refused entry or No Show Charges.

2.2 Non‑Transferability
Memberships, Activity Bookings and benefits are strictly personal to you and cannot be transferred or shared.

2.3 Behaviour & Conduct
Vision reserves the right to refuse entry or remove any user who:

• behaves abusively or inappropriately,
• breaches any Rules or safety instructions,
• endangers themselves or others.

2.4 Programme Changes
Activity timetables, facilities, equipment and opening hours may change without compensation.

2.5 Personal Information
Details on how Vision collects and processes personal data are outlined in our Privacy Policy.

2.6 Policy Updates
These Terms may be updated at any time. Changes will be communicated via the App, website or email.

3. Health, Safety and Conduct

3.1 Health Commitment
All users must complete a health statement. You confirm that you are physically able to exercise safely.

3.2 Prohibited Behaviour
Users must not enter facilities under the influence of alcohol or illegal drugs.

3.3 Clothing and Equipment
Suitable clothing (tops, sports bottoms and closed footwear) must be worn. Bags, bicycles and e‑scooters cannot be brought onto activity areas.

3.4 Assistance Dogs
Permitted in accordance with the Equality Act 2010. Other animals are not permitted.

4. Memberships – Terms of Contract

4.1 Eligibility & Application
Memberships may be purchased online, via the App or in-centre. Proof of eligibility is required for all concession, junior, corporate or partnership schemes.

4.2 Direct Debits
DD payments are taken on the 1st and 15^th of each month (or next working day). Failed payments result in suspended access.

4.3 Membership Upgrades
Upgrades require payment of any pro‑rata difference and will take effect immediately.

4.4 Cancellation by You
One full calendar month’s notice is required. Cancellations must be submitted via the Vision Leisure App, the Customer Portal or at centre.

4.5 Cancellation by Us
We may cancel a Membership immediately for misuse, fraud, breach of policy or abusive behaviour.

4.6 Membership Freezes

You may freeze your Membership via the Vision Leisure app or in the Vision Customer Portal and are managed as follows:

• You must freeze for a minimum of 1 month and it must last no longer than a maximum 6 consecutive months
• Requests must be made by the 18th of the preceding month
• A £10 administration fee will apply to your freeze.
• For medical freezes (illness, injury or pregnancy), fee leniency or backdating may apply with the provision of valid medical documentation. Please use the Contact Form to discuss your options.

4.7 Refunds
Membership payments are non-refundable except within the Cooling-Off Period.

5. Making Changes to Your Membership

5.1 Your Details
You should ensure that your membership details are kept up to date. You can access your information via the Customer Portal and the Vision Leisure app or you can ask a member of staff at the centre.

5.2 Membership Type
You can upgrade or downgrade your membership in the Customer Portal or Vision Leisure app at any time. It is your responsibility to purchase the correct membership for your needs. We do not offer refunds for retrospective membership fees paid should you wish to downgrade or change your membership type.

5.1 Queries
If you have any other queries regarding your membership you should contact us at support@visionrcl.org.uk

6. Activity Booking, Payment & Cancellation

6.1 Booking Requirements
Bookings must be made in your own name and cannot be transferred. Racquet court bookings include 2 players. Each additional player must be paid for at the rate of £3.00 per person.

6.2 Attendance
All participants must check in correctly via the Vision Leisure App or using the barcode provided, otherwise No Show Charges will apply.

6.3 Cancellations
All participants must check in correctly via the Vision Leisure App or using the barcode provided, otherwise No Show Charges will apply. Cancellation periods vary depending on activity

Charges are displayed on our website and may be amended.

5.4 Credit Notes
Valid for 12 months from issue and redeemable against future activities.

7. Fees, Promotions and Eligibility

7.1 Fees
Membership and activity fees are payable in advance and are subject to review.

7.2 Promotional Codes & Discounts
Eligibility must be verified via the Customer Portal. Non‑verification results in reversal of discounts.

7.3 Corporate & Concession Memberships
Eligibility evidence must be presented every 6 months via the Customer Portal.

8. Liability

8.1 Assumption of Risk
Users participate in all activities at their own risk.

8.2 Personal Property
Vision is not responsible for loss, theft or damage to personal items.

9. Additional Membership Benefits (Wellness Anywhere, Retail Discounts etc.)

9.1 Membership Benefits
The membership benefits are listed below. They are subject to change anytime and may be withdrawn without notice. All benefits can be accessed via the Vision Leisure App.

10. Cooling-Off Period

As per UK consumer law, a 14‑day cooling-off period applies to Memberships purchased online, by phone or during presale.

11. Responsibilities

11.1 Our Responsibility to You

11.1.1
We want you to enjoy peace of mind when using our facilities, and your wellbeing is of key importance to us. Vision will compensate you for any foreseeable loss or damage suffered as a result of our failure to perform our obligations under these Terms to a reasonable standard, or where we breach any legal duty owed to you (including where our negligence results in personal injury or death), except where such failure or breach is attributable to:

• Your own actions or negligence;
• A third party unconnected with the provision of our facilities or services; or
• Events outside our reasonable control, which could not have been foreseen or avoided even with reasonable care.

11.1.2
We are not liable for loss, theft or damage to your personal property (or that of your guests) while using our facilities, including items stored in lockers, unless such loss arises directly from our negligence. In such cases, our liability is limited to a reasonable amount.

11.2 Your Responsibility to Us

11.2.1
By entering and using any facility, you confirm that you are fit and able to participate safely in the activity or activities chosen. Please refer to clause 3 for further detail on health declarations and self‑assessments.

11.2.2
You are responsible for monitoring your own physical condition while participating in any activity. If you experience any unusual symptoms or discomfort, you must stop immediately and notify a member of staff.

11.2.3
You must use all equipment and facilities correctly, in accordance with induction training, instructions, signage and staff guidance. Misuse of equipment, or use that creates a health and safety risk to yourself or others, is strictly prohibited. Vision is not liable for injury or loss resulting from improper use or underlying health conditions, except where caused by our negligence.

11.2.4
Children under 8 years old must not be left unaccompanied at any time and remain the full responsibility of their parent or guardian while in the centre.

11.2.5
For Lessons and Courses, children under 8 must be accompanied by their parent or guardian to the designated Activity Lesson Meeting Point, where they will be handed directly to the teacher or coach prior to the start of the session.
At the end of the session, the parent or guardian must return to the same meeting point to collect their child. Meeting points are clearly identified by signage displaying “Activity Lesson Meeting Point”.

12. Car Parking and Cycles

12.1. Where applicable (depending on facility location), car parking facilities may be made available to you. These spaces may only be used while you are using the facility.

12.2. We accept no liability for any loss, theft, or damage that may occur while you are using the car parking facilities. All use is entirely at your own risk.

12.3. Neither membership nor planned/ booked use of the facilities guarantees the availability of a parking space. All parking is offered on a first‑come, first‑served basis.

12.4. Parking may or may not be chargeable depending on the centre location and local arrangements. Where payment is required, customers must make the appropriate payment and display valid evidence where necessary. Failure to do so may result in an enforcement ticket and charge, usually administered by third‑party parking operators.

12.5. The car park terms and conditions displayed on site shall apply.

12.6. Where external storage facilities exist for bicycles, e‑bikes, e‑scooters, and e‑unicycles, these items must be stored outside the premises in the designated areas and are left entirely at the customer’s own risk.

12.7. Where internal cycle storage facilities are provided, bicycles, e‑bikes, e‑scooters, and e‑unicycles may only be stored in these designated internal areas. They must not be stored elsewhere inside the premises. All storage remains at the customer’s own risk.

12.8. Where a battery component for bicycles, e‑bikes, e‑scooters, or e‑unicycles is detachable, it may be stored in customer lockers at the customer’s own risk.

12.9. The charging of batteries or equipment for bicycles, e‑bikes, e‑scooters, and e‑unicycles within our premises is strictly prohibited.