Fair Usage Policy Overview
We understand that life can be unpredictable, and sometimes you may need to cancel a fitness class. Our Fair Usage Policy is here to ensure everyone gets a chance to enjoy our classes and activities fairly.
Booking Commitment and Cancellations
When you book an activity, you're making a commitment to both yourself and us. If you don’t show up, someone else is missing the opportunity to enjoy that activity, which isn’t fair.
If you need to cancel, please do so as early as possible, allowing us to offer the spot to someone else. If you've paid for your booking, we can transfer your booking to a different class in the next 14 days if you let us know before 24 hours in advance of your booking. Cancellations must be made at least 24 hours before the class begins (from 15 December)
You can cancel your pre-booked activities online or by calling us at least 24 hours (from 15 December) before the scheduled start time or through the app. Cancellations made within 24 hours of the activity will incur a £3 charge for the missed session (from 15 December)
Payment for your booking is required at the time of booking.
RFID Button Reminder
If you forget your RFID button, you will need to purchase a replacement. This policy helps prevent unnecessary £3 charges from being applied to your account, as we are unable to remove the charge if the RFID button / key fob was not used. A button costs £2.20 and keyring costs £3.00 for a replacement.
Class Cancellations and Changes
While we strive to maintain the activity schedule, we may need to adjust opening times or activities. If centres must cancel a class, we’ll notify you as soon as possible, if there are any changes, some unforeseen circumstances might cause last-minute cancellations. We ask that you do not cancel the cancelled booking on the app – we will transfer your booking to the following class as soon as possible.
Exceptional Circumstances
We understand that unforeseen circumstances can arise, and we aim to be fair and considerate in such situations. If you need to cancel within the 24-hour window due to a personal emergency, please follow these steps:
1. Contact Us Immediately: Attempt to notify us as soon as possible via phone or email.
2. Provide Context: While we respect your privacy, providing some context (without disclosing sensitive details) helps us understand the situation better.
3. Evidence Submission: If applicable, submit any supporting evidence that can help us assess the situation fairly.
Review Process
- Each case will be reviewed individually by our team.
- Decisions will be made based on the provided context and evidence.
- We aim to respond within 48 hours of receiving your request.
Booking Times and App vs. Website
Booking times: We will make classes available for booking at 9PM, ensuring that everyone has an equal opportunity to secure a spot for the next 14 days. The quickest way to cancel is via the Actif App for your selected centre.
App vs. Website:
The Actif app and website are connected but not identical. If you:
- Book via the app – cancel via the app.
- Book via the website – cancel via the website.
Also, if you change your login details on one, it won’t automatically update on the other—so keep that in mind!
Booking Privileges
By booking, you agree to follow our rules and regulations as outlined. Abuse of this system may result in revoking your booking privileges.
Policy Updates
We continuously review our policies to ensure they are fair and consistent. Feedback from users is valuable and helps us improve. If you have suggestions or concerns, please feel free to share them with us.
Let’s keep Actif classes accessible for all
Following these guidelines helps us keep the system running smoothly and ensures that everyone has a fair chance to enjoy the activities they want. Thanks for being part of the Actif community!
