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Terms and Conditions

Helping you make the most of membership with Active Northumberland 
Our terms and conditions are there to help you make the most of your membership with Active Northumberland, and keep everyone informed, supported and safe when using our facilities.  Inside you’ll find details of your commitment to us as well as your fellow members, alongside our commitment to you as a valued member.  
You’ll have already confirmed that you read the T&Cs when you signed up, and enclosed are the full details of them for your safekeeping. We have summarised some key areas for members below as a useful guide.
  
1. Your membership start date 
We will send you a confirmation email when you have completed the new member sign up form. This email confirms the start date of your membership. 
2. Your membership ID 
All members are assigned with a Membership ID number. This helps us identify all members within our centres for security purposes. Your member ID is also used to book activities online, at reception, on our Active Northumberland app or via our Customer Service Contact Centre. 
3.Your contracted period 
Following a 14-day cooling off period members are unable to cancel their contract for the agreed term. Members are only able to cancel their contract should they meet the conditions set out in section 3.10 of our terms and conditions. 
4. Paying for your membership 
If you are paying for your membership via direct debit the payment will be taken on the 8th of the month. The only exception to the normal collection date will be if the 8th falls on a weekend, and then payment is taken on the next working day. 
5. What happens if I miss a payment? 
If your debit direct defaults, then we allow members 7 days to make the payment. If payment is not made, then members' access to our leisure centres is suspended. Please be aware that whether a direct debit defaults or is cancelled, the member is still liable for the cost of the agreed contract term and type.  
6. Member etiquette 
Members can book a gym, fitness classes, or swimming up to 14 days in advance to help plan their activities. Members can cancel an activity up to two hours prior to the start time of their chosen activity. All members should check in at our self-service kiosks, or at reception, before entering your chosen activity or session. Not checking in for a booking activity results in a ‘no show’ notification. Successive no shows could result in your access being affected or suspended. Please note junior member etiquette can be found in section 5.5 
7. Member safety 
We have listened to all our fitness users and developed guidelines for both your safety in our fitness environment, and how we can all enjoy the facilities to the maximum. Please read our code of conduct statement which can be found on our website at www.activenorthumberland.org.uk/Membership-Information.aspx.  
8. Your member benefits 
Being an Active Northumberland Multi-Site member gives you access to all our leisure centres across the region, where you can enjoy a choice of 9 swimming pools, 15 gyms and over 450 classes to keep your fitness routine fresh. Single-Site members have access to their chosen leisure centre only. All members also benefit from free fitness consultations with a health and wellbeing coach to offer ongoing support and guidance. Members are also automatically enrolled into our loyalty scheme to earn points when they use our centres. These can be then used to pay for, or save money, on a variety of items and activities in our centres, including at any of our 5 Hive Cafes or 5 Tranquillity Spa experiences. Members also receive 10% discount on treatments at the Tranquillity Spa treatments at our Ashington Leisure centre. 
If you have anything you’d like to discuss about your membership, then please call one of our friendly customer service advisors on 01670 620200 or email: enquiries@activenorthumberland.org.uk 
 
Full terms and conditions of membership with Active Northumberland 
 
​1.0 Introduction  
These are the terms and conditions on which we supply services to you and/or you use our facilities as a member. You’ll have read the Terms and Conditions when you initial signed up this is to ensure you understand our commitment to you and your commitment to Active Northumberland.   
 
These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information.   
These terms and conditions always apply and take priority and replace any previous versions.
 
2.0 Definitions 
In these terms and conditions unless there is anything in the context inconsistent with them the following expressions shall have the following meanings:  
“Agreement” means the agreement between the Company and the Member on these conditions (including the Membership Form) as may be amended from time to time in accordance with its terms.  
“Centre(s)” means the leisure centre(s) indicated on the Membership Form to which the Member is given Rights pursuant to the Agreement.  
“Company” means Active Northumberland (Registered Charity No. 1153198)  
“Contract Term” means from your first direct debit payment date until your last direct debit payment date in line with your chosen contract, i.e., 12, 6 or 3 months.   
“Consents” means all necessary consents, permissions and licences required for use of the Centre and/or regulating its use.  
“G.C.S” means gym, classes, and swimming.  
“Member” shall mean any person over the age of 16 years who has submitted a Membership Form and been accepted as a member and “Members” shall have a corresponding meaning.  
“Junior Member" shall mean any person between the ages of 11 years and zero days to 15 years and 365 days.  
“Membership” means membership pursuant to an Agreement.  
“Membership Form” means the application form in the form annexed, which comprises part of the Agreement.  
“Rules” means rules and regulations made by the Company in connection with the Centre(s) as published in the reception area of the Centre(s) from time to time.  
“Rolling Contract” means if we have not received a cancellation at the end of your contract period, your membership will continue as an ongoing contract.   
"VAT” means Value Added Tax or any other tax for the time being replacing the same.  
 
Terms and conditions of membership 
 
3.0 Our contract with our members  
 
3.1 Accepting your membership 
Our acceptance of an individual’s membership form will take place when the individual receives our confirmation email to inform them that we are able to provide the services.  
We advise checking your junk or spam folder if you haven’t received a confirmation email within 10 minutes of completing the membership form.  
 
3.2 Should we decline your membership 
From time to time we withhold the right to decline a membership.  
We will inform you of this decision directly and you will not be charged.  
Common reasons for declining a membership include a lack of capacity at the leisure centre of your choice, or an unexpected event which has limited our ability to deliver the service. Alternatively, it could be because we have identified an error in the price or description of the services, or that you did not meet the minimal requirements for membership. For example, if you have been a previous member but have an outstanding balance.  
 
3.3 Your membership information 
All members are assigned with a Membership ID number. This is so that we can identify all members within our centres for security purposes. Your member ID is also used, in conjunction with an online log in, to book activities and classes online or via the Active Northumberland app. We ask that members have their Membership ID number to hand when contacting us regarding the service, to assist our Customer Service Team with your query.  
 
3.4 Cooling off period 
When an individual signs up to a membership, a 14 days cooling off period begins the day after they have entered their contract.  If the individual decides within the cooling off period, they don’t want to continue with the membership, Active Northumberland will refund the full pro rata payment providing you have not attended any sessions, or we will deduct however many days attended from your pro rata refund.   
 
3.5 How to contact us if you are having problems with your membership  
Our Customer Service Advisors are there to assist you. You can contact them on  
01670 620200 or enquiries@activenorthumberland.org.uk. We kindly ask that you have your Member ID at the ready and or quote it on your enquiry. 
 
3.6 What you need if you are contacting us on behalf of someone else 
If an individual is contacting us on behalf of another individual’s membership, who is under the age of 18, it must be the parent or guardian who initially set up the direct debit.  
If an individual is contacting us on behalf of another individual’s membership, who is over the age of 18, we must receive written or verbal consent that you are able to discuss their membership on their behalf.   
 
3.7 Members rights to make changes  
If a member wishes to request a change to their membership or to the service, we ask that they contact our Customer Service Advisors on 01670 620200 to discuss their request. If the change is possible, we will inform the member about any charges which would be necessary because of their suggested change and ask them to confirm whether you wish to continue with the change.   
 
3.8 Our rights to make changes  
We may implement minor changes to the service to reflect changes in relevant laws and regulatory requirements. If necessary, more significant changes to the services and terms and conditions can be made, but we will notify members in advance of any significant changes.   
 
3.9 Members rights to end the contract  
Members will be unable to cancel their contract during the agreed term period unless:  
  • They can provide proof that you are suffering from a medical condition which means they are unable to use our facilities.   
  • They can provide evidence of losing employment or are declared insolvent.   
  • Their employment location is moving more than 10 miles from an Active Northumberland facility.  
  • They are moving home to a location which is more than 10 miles from an Active Northumberland facility.  
  • We are satisfied that there has been a material change in your personal circumstances.   
If a member can end their contract for one of the above reasons, they must complete the Active Northumberland Cancellation Form which can be found on the Active Northumberland Website. Supporting evidence will be required.  Please be aware that we require 30 days to process the cancellation from the date that the cancellation form is completed. Active Northumberland will contact the member within the 30 days to confirm their cancellation.  
 
3.10 Rolling contract 
Once your contracted term has expired, your membership will automatically renew to a 30-day rolling contract. This can be cancelled using our Cancellation Form and conditions in 3.10.   
 
3.11 Our rights to end contract  
We may end the contract at any time by writing to a member if in the event that:   
  • Members do not make any payment to us when it is due, and you still do not make payment within 28 days of us reminding you that payment is due.  
  • Members do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services.  
  • If members misuse the facilities or demonstrate negative and abusive behaviour towards our colleagues.   
  • We have the right to end a contract due to unforeseen circumstances regarding our buildings.   
  • For reasons of Force Majeure 
3.12 Freezing your membership  
Members can only request a freeze of their membership due to medical reasons, i.e., broken bones, surgery, and long-term illness. This can be done at reception or via our Customer Service Advisors on 01670 620200. Members may freeze their membership for a minimum of 1 month and a maximum of 3 months at one time. They must give 30 days' notice of their intent to freeze. If a freeze is due to medical reasons, a member must request an extension to the original freeze for a maximum of another 3 months. If they do not, your direct debit will resume.   
 
3.13 Members personal details  
It’s a member’s responsibility to inform Active Northumberland of any changes to their personal details, including home address, telephone and/or mobile number and email address. 
 
This can be done via the Active Northumberland app, using the ‘update my details’ tile or by contacting our Customer Service Advisors on 01670 620200 or via enquiries@activenorthumberland.org.uk.  
 
Active Northumberland will use either email, home address or send messages via our App to communicate with members and share important updates.  
 
If a member has not updated Active Northumberland with any changes to their personal details, this could result in members not receiving vital information regarding their direct debit payments. Active Northumberland will not be held responsible for a member details not being updated.   
 
3.14 Privacy policy  
We always ensure to keep personal details safe and secure, please read our privacy policy which can be found on the Active Northumberland website at www.activenorthumberland.org.uk/our-policies-1.aspx
 
3.15 Customer feedback 
At Active Northumberland we pride ourselves on listening and acting on member feedback to ensure they are satisfied with our services and improve our services.  Providing feedback regarding an experience at one of our facilities, can be done by submitting one of our Customer Feedback Form which can be found on the Active Northumberland website at www.activenorthumberland.org.uk/Contact-Us.aspx.  
To provide a high-quality customer service, we aim to be proactive in dealing with all customer enquiries and aim to provide acknowledgements and responses in the following timescales:   
  • 1st Action (Initial Enquiry): We aim to acknowledge or respond within 2 days regarding your telephone or email enquiry.   
  • 2nd Action (Follow Up): We aim to send an update if required within 7 days regarding your telephone or email enquiry.   
  • Written Enquiry: We aim to answer the enquiry within 5 days of receiving.   
  • Written Complaint: We aim to acknowledge the complaint within 2 days of receiving and provide a full response within 25 days.   
3.16 Loyalty points 
All members are automatically enrolled into our loyalty scheme. This means you’ll collect points for activities you do in our centres. These points can then be redeemed, or used as part payment, against future activities, treats or refreshments. Details of your loyalty scheme can be found on the Active Northumberland website at www.activenorthumberland.org.uk/Loyalty-Points.aspx. 
Please be aware that we reserve the right to adapt or withdraw the loyalty scheme at any time. Loyalty points are available to live members and pay as you go users of Active Northumberland, and when a member cancels their membership the balance of points, and the associated monetary value, are removed within 6 months of contract end date. 
 
Services and facility usage  
4.1 Providing the services 
 
4.2 When we will provide the services  
We will supply the Services to a member from the date set out in the membership form and for the time set out in the membership form. The services will continue until either the member ends the contract for the services, or we end the contract by written or verbal notice.  
 
4.3 We are not responsible for delays outside our control   
If our performance of the Services is affected by an event outside our control, then we will contact members as soon as possible to let them know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event but if there is a risk of substantial delay members may contact us to end the contract and receive a refund for any services, they have paid for but not received.  
 
4.4 Reasons we may have to suspend the services   
We may have to suspend the Services to:   
  • Deal with technical problems or make minor technical changes.  
  • Update the services to reflect changes in relevant laws and regulatory requirements.   
  • Make changes to the services as requested by a member or notified by us to.  
  • Pandemics (such as Covid19) 
4.5 Members rights if we suspend the services  
We will contact members in advance to inform them if we are required to suspend the services unless the problem is urgent or an emergency. Further information will be provided to the member via email.   
 
4.6 How to inform us of problems with the services   
To inform us of problems with our services, please use our Customer Feedback Form which can be found at www.activenorthumberland.org.uk/Contact-Us.aspx.   
 
4.7 Summary of members legal rights  
See the below for a summary of members key legal rights in relation to the Services.  
Nothing in these terms will affect members legal rights. 
These are subject to certain exceptions. 
For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. The Consumer Rights Act 2015 says:  
  • members can ask us to repeat or fix a service if it's not carried out with reasonable care and skill or ask for some money back if we can't fix it.  
  • if members haven't agreed a price beforehand, what they are asked to pay must be reasonable and proportionate.  
  • if members haven't agreed a time beforehand, it must be carried out within a reasonable time frame.  
4.8 Price and payment  
 
4.9 What happens if we got the price wrong  
It is always possible that, despite our best efforts, some of the services we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the service's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the service's correct price at your order date is higher than the price stated in our price list, we will contact you for your instructions before we accept your membership form. If we accept and process your membership form where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and not perform the services.  
 
4.10 Advance payments 
Advance payments for memberships are non-transferable and non-refundable.   
Purchasing an advance payment, is making a commitment to pay the full amount even if the member does not attend during their specified contract dates. Active Northumberland will not issue any compensation for days not attended.  Members can freeze an advance payment membership as mentioned in 3.13. If Active Northumberland suspend a service, we will provide an extension to the contract term for the lost service. 
  
4.11 Refunds 
If a member feels they are entitled to a refund, we ask that they contact our Customer Service Advisors on 01670 620200 or via enquiries@activenorthumberland.org.uk, and the refund request will be investigated, and a decision made by Active Northumberland as to the claim’s validity.  
 
4.12 Direct debit payments  
All direct debit payment will be taken on 8th of the month, we are unable to change the direct debit date.   If the 8th falls on a weekend, the payment will be taken on the next working day.   
Swimming lesson direct debit payments will receive no refunds for bank holidays, these are inclusive in your direct debit amount.   
If a member carries out an unauthorised cancellation at their bank during their contracted term period, the member will be contacted regarding their remaining outstanding contracted funds.  If you feel and it is evident that a payment has been taken in error, you can get a full and immediate refund from your bank (also known as an “indemnity claim”).  
 
4.13 What happens if I miss a payment? 
If a member defaults on a Direct Debit they have 7 days to make the payment. After 7 days they will be charged an added £7.00 administration fee. The member will not be allowed access to the centres and their membership will be suspended until payment is made. The payment can be made online, at reception or via our Customer Service Advisors on  01670 620200.   
 
4.14 Receipt of payment  
All payments must be made to Active Northumberland, not an individual person.   
 
4.15 Discrepancies in payments  
If a member feels any payments have been taken unlawfully or notice any discrepancies in their payments, Active Northumberland MUST be notified within 3 months of the discrepancy for us to investigate with a potential refund. Anything beyond three months will not be considered or refunded.   
 
4.16 Our responsibility for loss or damage suffered by members  
We do not accept liability for loss or damage to your property that may happen on the premises or within the grounds.  
 
4.17 We do not exclude or limit in any way our liability to you where it would be unlaw to do so  
This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents, or subcontractors; for fraud or fraudulent misrepresentation; for breach of a member’s legal rights in relation to the services.  
 
4.18 We are not liable for business losses  
We only supply the services for domestic and private use. If a member uses the Services for any commercial, business or resale purpose we will have no liability to them for any loss of profit, loss of business, business interruption, or loss of business opportunity whatsoever.  
 
5.0 Gym, classes, and swimming etiquette for members 
 
5.1 How to make a booking  
Members can book a gym, class, or swim via the Active Northumberland app or online from 06:00am, 14 days in advance. Alternatively, they can contact our Customer Service Advisors on 01670 620200 or use one of the self-serve kiosks in their centre. 
 
5.2 Checking into your activity   
Please ensure all members check in at our self-service kiosk before entering their activity.   
If members are not checked in to their activity, a “no show” notification will apply, and this will affect their access to the facility or activity.  Many Active Northumberland facilities require access control, if a member tries to access an activity they are not booked into; access will be denied.   
 
5.3 Cancelling a class   
A member can cancel a class booking up to 2 hours prior of the class start time.  
Any cancellations after this will result in a “no show” notification.  
If you do not turn up to a class booking, a "no show" notification will apply.  
3 No-show notifications in any 30-day period will result in a loss of class booking rights for 1 week (7 Days) starting from the day after your no show.  
 
5.4 Contesting a no-show notification   
If you believe a no-show notification has been actioned incorrectly then please contact our Customer Service Advisors to discuss on 01670 620200 or via email using enquiries@activenorthumberland.org.uk.   
 
5.5 Junior gym etiquette  
Junior Gym Memberships are available for 11–15-year-olds.  
To become a Junior Member, a parental guardian must either contact our Customer Service Advisors or use the Active Northumberland App. The month after the child turns 16 the membership will automatically expire. Within this time, they can upgrade to a Student Membership, and they will need to visit one of our leisure centre receptions or contact our Customer Service Advisors on 01670 620200.   
Junior gym etiquette includes:  
  • ALL juniors’ members must attend a junior gym consultation (induction) before attending the gym. These can be booked via the Active Northumberland App and can take up to an hour to complete.  
  • Junior members will not be able to book a junior gym session without having an induction.  
  • All juniors MUST follow the program that has been prescribed to them at their consultation.   
  • One responsible adult (18+) can supervise a maximum of two juniors at any one time.   
  • We ask ALL our members to respect our facilities and other users by cleaning and returning equipment back to where it is stored.   
5.6 Code of conduct   
We have listened to all our fitness users and developed guidelines for both your safety in our fitness environment, and how we can all enjoy the facilities. Please read our code of conduct statement which can be found at www.activenorthumberland.org.uk/Membership-Information.aspx.  
 
5.7 Health commitment statement  
A member’s health and general welfare is their responsibility. The management and colleagues of this organisation are dedicated to helping our members take every opportunity to enjoy the facilities that we offer. Please read our health commitment statement which can be found at www.activenorthumberland.org.uk/Membership-Information.aspx on the Active Northumberland website.   
 
6.0 Other important terms  
6.1 We may transfer this agreement to someone else  
We may transfer our rights and obligations under these terms to another organisation.  
 
6.2 Nobody else has any rights under this contract  
This contract is between you and us. No other person shall have any rights to enforce any of its terms.  
 
6.3 If a court finds part of this contract illegal, the rest will continue in force  
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.  
 
6.4 Even if we delay in enforcing this contract, we can still enforce it later  
If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things or prevent us taking steps against you later. For example, if you miss a payment and we do not chase you, but we continue to provide the services, we can still require you to make the payment later.  
 
6.5 Which laws apply to this contract and where you may begin legal proceedings  
These terms are governed by English law, and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland, you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.  
 
6.6 Photography and videos   
Photography and videos are permitted within any Active Northumberland sites during a private session if all attendees have provided their consent.   
Appropriate photography is encouraged in other public areas, including ten pin bowling, soft play areas, gyms, clip n climb, sports halls, cafes, and social areas. 
Photography and videos are not permitted in public swimming pools, pool spectator areas or any changing areas.   
Photography and videos are not permitted where the subject is taking part in activities where parents/carers are not in direct supervision and Active Northumberland is acting in a parental capacity, including all swimming and sports lessons.  
Photography and videos are not permitted where the subject(s) is not aware of and/or has not given their full and informed consent.  
If a member has informed us that another individual has been taking photographs or videos of them, we reserve the right to inform the police if the photograph has been taken without consent.  

If you have any questions, please contact us using one of the following methods:   
Call our Customer Service Team - 01670 620200.  
Email our Customer Service Team - enquiries@activenorthumberland.org.uk.   
Write to Head Office at Concordia Leisure Centre, Forum Way, Cramlington, NE23 6YB.    
Submit a Customer Feedback Form - www.activenorthumberland.org.uk/Contact-Us.aspx.  

Getting the most from your membership

Our Code of Conduct set's out how we can all enjoy our facilities safely.

Code of Conduct - click here to view

Our Health Commitment Statements (HCS) are developed alongside the Fitnes Industry Association to set the standards that our centres and users can reasonablly expect from each other in regards to the health of the user.

Health Commitment Statement - click here to view

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