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Terms & Conditions
Table of Contents
Membership T&C's
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.
- 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. - 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. - 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 3.9 of our terms and conditions. - 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. - 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. - 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 - 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 https://www.activenorthumberland.org.uk/membership-information . - Your member benefits
- Unlimited Gym, Swim and Fitness classes*
- Free ELEVATE fitness pathway
- 10% off HIVE Cafe and Sports Bar (excluding alcoholic drinks)
- 20% off on purchases from our in-centre retail shops, excluding spa products
*single site memberships only cover your chosen site
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 3.9
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's 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.
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 - https://www.activenorthumberland.org.uk/contact
Party booking T&C's
Booked from 17th April 2023
1.0 Introduction
These are the terms and conditions on which we supply party bookings at any of our Active Northumberland facilities.
We encourage you to read our terms and conditions before placing a party booking to ensure you understand our commitment to you and your commitment to Active Northumberland.
These terms and conditions always apply and take priority and replace any previous versions.
2.0 Party Bookings
2.1 How to book
A party booking can be made via the Active Northumberland App, Website or by contacting our Customer Service Team on 01670 620200.
Parties can be booked in advance.
Party bookings are transferrable up to 3 weeks in advance of the requested date.
2.2 Your rights to cancel and applicable refund
A party booking can be cancelled and refunded in full if Active Northumberland are given 45 days’ notice. This will drop to a 50% refund when 44-21 days’ notice is given and for under 21 days’ notice, no refund will be given.
2.3 Payments
Party booking payments must be paid in full when making the booking. If you are booking online, the payment will be available for 30 minutes. If the payment has not been made within 30 minutes, the booking will be void.
2.4 Extras
We allow for the party bookee to bring cake, party bags and decorations to the venue. Active Northumberland is not responsible for providing or handling the party extras, this must be actioned by the party bookee. If you require party food this is an additional charge, this will need paying for 7day’s in advance to your party date.
2.5 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.
3.0 Terms and Conditions of Hire
Facilities may only be used for the purpose for which they have been booked.
External companies will need to provide Active Northumberland with a risk assessment prior to the date of your party and a copy of their liability insurance.
All users are said to take part with full knowledge of the risks that apply to the activity that they are undertaking, and Active Northumberland cannot accept any responsibility for any injury that may result.
Charges are inclusive of the time required to set up and take down equipment. All activities must finish, and the area vacated by the stated time.
Only food and drink bought from Active Northumberland Trading Ltd or one of our approved catering partners may be consumed on the premises (excluding extras, see 2.4). Food and drink must never be taken onto playing areas.
Smoking or vaping is not permitted at any time in any of our facilities.
Active Northumberland does not accept any responsibility for personal belongings brought on to the premises.
Active Northumberland will not accept bookings/events that support political or religious bodies.
Active Northumberland will not accept bookings/events of a ‘Stag or Hen party’ nature.
No unauthorised fixings to the structure of the buildings are allowed.
The Duty Managers instructions must be adhered to in all situations.
4.0 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 here.
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 – eventsandparties@activenorthumberland.org.uk.
Write to Head Office at Concordia Leisure Centre, Forum Way, Cramlington, NE23 6YB.
Party T&C's
for all bookings made before 17th April 2023
1.0 INTRODUCTION
These are the terms and conditions on which we supply party bookings at any of our Active Northumberland facilities. We encourage you to read our terms and conditions before placing an Active Northumberland party booking to ensure you understand our commitment to you and your commitment to Active Northumberland. These terms and conditions always apply and take priority. These terms and conditions replace any previous versions.
2.0 YOUR PARTY BOOKING
2.1 HOW TO BOOK A PARTY BOOKING
A party booking can be made via the Active Northumberland APP or website via a URL or by contacting our Customer Service Team on 01670 620200. Parties are bookable 90 days in advance of the requested date. Party bookings are transferrable up to 3 weeks in advance of the requested date.
2.2 YOUR RIGHTS TO CANCEL AND APPLICABLE REFUND
A party booking can be cancelled and refunded in full if Active Northumberland are given 45 days’ notice. This will drop to a 50% refund when 44 – 21 days’ notice is given and for under 21 days’ notice, no refund will be given.
2.3 PAYMENTS
Party booking payments must be paid in full when making the booking. If you are booking online, the payment will be available for 30 minutes. If the payment has not been made within 30 minutes, the booking will be void.
2.4 EXTRAS
We allow for the party bookee to bring cake, party bags and decorations to the venue. Active Northumberland is not responsible for providing or handling the party extras, this must be actioned by the party bookee.
2.5 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.
3.0 TERMS AND CONDITIONS OF HIRE
• Facilities may only be used for the purpose for which they have been booked.
• All users are said to take part with full knowledge of the risks that apply to the activity that they are undertaking, and Active Northumberland cannot accept any responsibility for any injury that may result.
• Charges are inclusive of the time required to set up and take down equipment. All activities must finish, and the area vacated by the stated time.
• Only food & drink bought from Active Northumberland Trading Ltd or one of our approved catering partners may be consumed on the premises (excluding extras, see 2.4). Food & drink must never be taken onto playing areas.
• Smoking or vaping is not permitted at any time in any of our facilities.
• Active Northumberland does not accept any responsibility for personal belongings brought on to the premises. • Active Northumberland will not accept bookings/events that support political or religious bodies.
• Active Northumberland will not accept bookings/events of a ‘Stag or Hen party’ nature. • No unauthorised fixings to the structure of the buildings are allowed.
• The Duty Managers instructions must be adhered to in all situations.
4.0 PARTY BOOKING FEEDBACK AND COMPLAINTS
One of our main priorities at Active Northumberland is ensuring our customers are satisfied with our services and using any feedback we receive to constantly improve our services. If you would like to leave feedback regarding your party booking experience, please do so, by submitting one of our Customer Feedback Forms which can be found on the Active Northumberland website at www.activenorthumberland.org.uk/Contact-Us.aspx. If you have any questions or think that there is a mistake in these terms, 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
Facility Hire T&C's
1. Facilities may only be used for the purpose for which they have been booked.
2. Bookings will not be accepted by clubs or persons who have any outstanding debt on their account, until such time as all debt is cleared.
3. Activities must be conducted in accordance with the normal arrangements established by the ruling body or governing body of sport.
4. All users are said to take part with full knowledge of the risks that apply to the activity that they are undertaking, and Active Northumberland cannot accept any responsibility for any injury that may result.
5. Adults supervising children’s activities must provide DBS Disclosure documentation. Copies of coaching certificates, membership of appropriate NGB & confirmation of insurance are required for all coaches.
6. Charges are inclusive of the time required to set up and take down equipment. All activities must finish, and the area vacated by the stated time.
7. Payment for any booking must be paid in accordance with the method agreed on the bookings form.
8. All cancelled bookings and “no shows” will be charged for, unless otherwise agreed in advance by Management. During periods of inclement weather if Active Northumberland facilities are open/operational then charges for all bookings will apply.
9. Any Cancelled booking will be charged for on the following sliding scale:
a. 14 or more days' notice – no charge
b. 13 - 8 days before booking – 50% of charge
c. 7 days or less – 100% of charge
PLEASE NOTE: Written confirmation must be received as confirmation of cancellation to activefinance@activenorthumberland.org.uk.
10. Active Northumberland reserves the right to cancel or displace any block booking, we will however endeavour to give as much notice as possible and offer alternative venue/facilities if available. Active Northumberland does not accept any responsibility for any consequential loss that may arise, as a result of a cancellation or postponement of any booking, howsoever caused.
11. All block bookings are subject to annual renewal and cannot be sub-let. Termination requires 30 days' notice in writing.
12. Some block bookings may be exempt from VAT. A copy of the VAT Regulations is available if you think this may apply to your booking.
13. Only food & drink bought from Active Northumberland Trading Ltd or one of our approved catering partners may be consumed on the premises. Food & drink must never be taken onto playing areas.
14. Smoking is not permitted at any time in any of our facilities. On school sites, this restriction applies to the whole site, indoors and outdoors.
15. There are parking restrictions in place at some sites please ask for further details at time of enquiry/booking. Please note that the management of parking is not operated by Active Northumberland. Where parking passes are required, applications can be made by Active Northumberland to the owners/managers of the car parks, on your behalf, e.g., for long stay parking permits for special events. Parking on all grass verges and pavements is prohibited. The access roads must be kept clear at all times for emergency vehicles.
16. Active Northumberland does not accept any responsibility for personal belongings brought on to the premises.
17. Active Northumberland will not accept bookings/events that support political or religious bodies.
18. Active Northumberland will not accept bookings/events of a ‘Stag or Hen party’ nature.
19. No unauthorised fixings to the structure of the buildings are allowed.
20. The Duty Managers instructions must be adhered to in all situations.
21. All rights of admission and annual renewal of block bookings are reserved.
PLEASE NOTE: All block bookings are to be in credit by 2 weeks in advance and any cancellations MUST be 2 weeks in advance or charges will be incurred.
Learn to Swim (swimming lessons) T&C's
What is included in the Active Northumberland Learn 2 Swim Scheme?
In addition to weekly swimming lessons, your payment includes:
- FREE Swim for All sessions for the duration of your swim lessons. By giving participants of the “Learn 2 Swim Scheme” free admission we hope it will encourage parents to bring their children on a regular basis and practice skills learnt from the programme. So that we can identify the children eligible for free Swim for All sessions, children on the scheme are assigned an ID and PIN number. These numbers must be used to book the sessions online. * Please note that there is a small charge of £1.15 for Fun for All sessions at Prudhoe Waterworld.
- Providing lessons: We provide 50 weeks or 39 weeks (Term time Berwick & Concordia) of swimming lessons per year, we take a two-week break over the Christmas holidays. By offering more lessons we believe that your child’s stamina and ability will be maintained throughout the year, with no drop off caused by not receiving lessons for six weeks in the summer.
- Free Stage Awards: For all participants on the Learn 2 Swim Scheme.
Conditions of use for Learn 2 Swim swimming lessons
1. Children under eight: Must be supervised at all times by a parent or guardian. Parent / Guardians MUST remain in the building while the child is in their lesson for toilet trips etc.
Please ensure that all children have showered and used the toilet before the lesson and arrive 5 minutes before it the class start time. We recommend children do not eat or drink anything for an hour before swimming
Any children who have had sickness or diarrhoea are asked not to use the pool for 72 hours after recovery from the illness.
2. Photography and videos: 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 lessons.
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.
3. Payments: All sessions must be paid for in full before the start of the last lesson, this can be by setting up a Direct Debit or by paying for a block of lessons up front.
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 you wish to cancel the L2S Direct Debit you must complete the Active Northumberland Cancellation Form which can be found here
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. If you have not received any correspondence from Active Northumberland, it is the customers responsibility to get in touch and ensure the cancellation has been received.
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”).
If a member defaults on a Direct Debit they have 7 days to make the payment. After 7 days you will be charged an added £7.00 administration fee. The member will not be permitted access to their swimming lessons until payment is made in full. Failure to bring your account up to date in alignment with the Direct Debit agreement, could result in your child being withdrawn from the scheme.
If you are paying for a block of lessons, no refunds will be given if your child has sessions remaining unless for medical reasons. Evidence will be required.
The payment can be made online, at reception or via our Customer Service Advisors on 01670 620200.
4. Customer Information We require you provide us with a mobile telephone number and an email address. Email notifications will be sent e.g., movements, awards, and Top up reminders when your child has 3, 2, and 1 session remaining.
It is the parent/guardian’s responsibility to ensure the child has paid and must 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.
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 swimming lessons.
Owing to GDPR regulations please ensure that the permissions to contact you via email is activated via reception.
5. All members of the Learn 2 Swim scheme will receive a L2S Card in accordance with the “Learn to Swim” scheme.
6. Refunds will NOT be given in the event of non-attendance.
Members can only request a freeze of their lessons due to medical reasons, i.e., broken bones, surgery, and long-term illness. A Member may freeze their membership for a minimum of 1 month and a maximum of 3 months at one time. Customers must give 30 days' notice of their intent to freeze
A Doctors note will be required as evidence.
This can be done at reception or via our Customer Service Advisors on 01670 620200 or enquiries@activenorthumberland.org.uk.
7. If we cancel a lesson, due to unforeseen circumstances, your Direct Debit will be amended or the end date will be extended,
8. We reserve the right to change the swimming instructor of lessons without prior notice.
9. We reserve the right to cancel swimming lessons on giving prior notice via the swimmer's email address provided.
10. We will not be liable for any personal injury, damage or loss to personal property.
11. If your child has an illness, disability or allergy that we need to be aware of you must let reception know, any information will be added to the system. This will create an ALERT on the tablets for our Swimming Instructors.
Please keep us up to date if your child’s condition changes.
12. All jewellery must be removed, earrings cannot be covered by plasters. Long hair tied back before entering the pool and suitable swimwear must be worn for the swimming lesson. (Short swimming shorts and Swimming costumes, no long shorts or bikinis)
13. Spectators cannot supervise children under 8 in the water. Spectators must use the designated areas and are not allowed on poolside during their child’s lesson. This helps to reduce congestion; noise levels and distractions.
14. All outdoor shoes must be removed before entering the changing areas in order to prevent contamination of the changing rooms.
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.
Brand Tracking Survey T&Cs
1. The prize draw (the "Prize Draw") is open to people aged 18 and over who provide their name, email address and contact number after completing the survey. 2. Employees or agencies of Active Northumberland, their group companies or their family members, or anyone else connected with the Prize Draw may not enter. 3. Entrants into the Prize Draw shall be deemed to have accepted these Terms and Conditions. 4. To enter the Prize Draw you must complete the survey and submit your name and contact details. If you have any questions about how to enter or in connection with the Prize Draw, please e-mail us at marketing@activenorthumberland.org.uk with "Active Northumberland Brand Tracking - RB16574 survey" in the subject line. 5. Only one entry per person. Entries on behalf of another person will not be accepted and joint submissions are not allowed. 6. Active Northumberland accepts no responsibility for entries that are lost, delayed, misdirected or incomplete or cannot be delivered or entered for any technical or other reason. 7. The closing date of the Prize Draw is 29th September 2023. Entries received outside this time period will not be considered. 8. Five winners will be chosen from a random draw of entries received in accordance with these Terms and Conditions. The draw will be performed by a random computer process. 9. The winner will receive 1x £20 Amazon voucher. 10. The winner will be notified by email or telephone. If a winner cannot be contacted within 14 days of being notified by Active Northumberland, then the winner's prize will be forfeited and we shall be entitled to select another winner in accordance with the process described above (and that winner will have to respond to notification of their win within 14 days or else they will also forfeit their prize). If a winner rejects their prize or the entry is invalid or in breach of these Terms and Conditions, the winner's prize will be forfeited and Active Northumberland shall be entitled to select another winner. 11. The prize is non-exchangeable, non-transferable, and is not redeemable for other prizes. 12. Active Northumberland accepts no responsibility for any damage, loss, liabilities, injury or disappointment incurred or suffered by you as a result of entering the Prize Draw or accepting the prize. 13. Active Northumberland further disclaims liability for any injury or damage to your or any other person's computer relating to or resulting from participation in or downloading any materials in connection with the Prize Draw. 14. Nothing in these Terms and Conditions shall exclude the liability of Active Northumberland for death, personal injury, fraud or fraudulent misrepresentation as a result of its negligence. 15. The Prize Draw will be governed by English law and entrants to the Prize Draw submit to the exclusive jurisdiction of the English courts.
