5.1 You should ensure that Your Membership details are kept up to date. You can access Your own information via the Membership Customer Portal and Better UK App or You can ask our Customer Service Team to update Your records by emailing [email protected]
5.2 Should You wish to change Your bank details, You should contact Us via Our “Contact Us” form on Our website at better.org.uk/contactus or in person at Your Home Centre.
5.3 If You ask Our staff to update the details of Your Membership or a Membership for which You pay, including bank account details, You will be required to provide proof of Your identity before any changes can be effected.
5.4 You can apply to change Your Membership type or Home Centre at any time. Please contact Us via Our “Contact Us” form on Our website at better.org.uk/contactus or in person at Your Home Centre. The amount You pay will be varied accordingly and You will be required to pay all Fees associated with the new Membership.
5.5 It is Your responsibility to purchase the correct membership type for Your needs. We do not offer refunds for retrospective membership fees paid should you wish to downgrade or change your membership to a different or a concessionary type. This excludes cancellation during the cooling off period. We reserve the right to withdraw or change memberships types at any time.
Monthly Memberships
5.6 You can amend your Monthly Membership by completing our online form. You can find this by clicking on the link on our website https://www.better.org.uk/amend-membership or by emailing [email protected]. You will need to provide a minimum of one calendar months’ notice before your next direct debit date to enable us to amend your membership before your next direct debit collection.
5.7 You can request to upgrade or downgrade your Monthly Membership via the process outlined in 5.6. If you are upgrading you may be required to pay a pro-rata fee to cover the cost of the changes before your next direct debit payment can be collected.
5.8 You can cancel your Monthly Membership with Us Yourself via the Better Customer Portal or Better UK App by selecting ‘My Account’ then ‘Memberships’ then ‘Manage Membership’ then ‘Cancel Membership’ You will need to provide a minimum of 20 calendar days’ notice before Your next DD date to prevent further DD payment collection.You must await confirmation that your cancellation request has been processed. If You do not receive confirmation within 3 days, You must contact [email protected]to verifythe status of your cancellation.
5.9 You can cancel Your Monthly Membership by emailing [email protected] or by sending a letter to GLL at our registered address clearly marked “Membership Cancellation”. You will need to provide a minimum of one calendar months’ notice before Your next DD date to prevent further DD payment collection.You must await confirmation that your cancellation request has been processed. Cancellation requests will not be complete until this confirmation is issued. If You do not receive confirmation within 10 days, You must contact[email protected]to verify the status of your cancellation.
5.10 Where a Month In Hand payment exists, you will be entitled to free use at the point of cancellation based on 5.6 – 5.9 and for the full month of cancellation
5.11 Members are required to cancel their DD instruction (DDI) with their bank after the last payment has been debited, to complete the cancellation process. We will not refund monies collected because of Your failure to cancel Your DD at the bank
5.12 All cancellations made prior to the relevant Cut Off Dates of either 20 days or 1 month will be effective prior to the date the next DD collection is due and no further DD collection will be made. Cancellations received after the relevant Cut Off Dates will result in one final DD being collected on the next DD due date
5.13 We understand that You may wish to consider cancelling if We make significant changes to the activities and facilities covered by the Membership, which includes any price increases affecting Your Membership. Where we are unable to give you one month’s prior indication of any price increase and You wish to cancel as a result of this change You may do so by giving Us written notice of less than one month and Your responsibility to pay Fees will continue until the date immediately prior to the date on which the increase takes effect
5.14 If You have any other queries or concerns regarding Your Membership please contact us via the website at better.org.uk/contactus or email at [email protected] or visit Your Home Centre.
Single Payment Membership
5.15 If you do not renew Your Single Payment Membership before it expires, it will automatically terminate at the end of the Membership term and a Set Up Fee will be payable if you wish to subsequently re-join.
5.16 You can cancel your Single Payment Membership via the Better Customer Portal or Better UK App by selecting the ‘My Account’ then ‘Memberships’ then ‘Manage Membership’ then ‘Cancel but you will not receive a refund for any Fees save for as set out below in clause 5.17
5.17 You will only be entitled to a refund on a Single Payment Membership if Exceptional Circ*mstances apply to You and by contacting Us at better.org.uk/contactus and setting out the Exceptional Circ*mstances. We will then consider your request and if We are satisfied that Exceptional Circ*mstances apply to You we will process your refund in accordance with clause 5.15. We may, acting reasonably, request evidence of your Exceptional Circ*mstances.
5.18 If You do cancel a Single Payment Membership because Exceptional Circ*mstances apply, You will be charged at the Monthly Payment Fee rate for the proportion of the membership year prior to Your cancellation and we will refund You the remaining balance within 30 days. By way of example only, if the cost of a of a Single Payment Membership is £360 a year and You give Us notice of cancellation six months into Your Membership term We will refund you £180.
Pay As You Go Membership
5.19 The Pay As You Go Membership Fees are not refundable after the end of any applicable Cooling Off Period.
Block Bookings
5.20 You may cancel a Block Booking at any time during the term, but as indicated in clause 2.3 there will be no refund of any Fees paid
Freezing Your Membership
5.21 You may request that We freeze Your Monthly Membership if You are temporarily unable to continue participating for medical reasons or pregnancy. We may require reasonable evidence to support Your request. If We agree to Your request, We will activate the freeze from the date We receive that evidence.
5.22 You may request that We freeze Your Single Payment Membership if You are temporarily unable to continue participating for medical reasons or pregnancy. We may require reasonable evidence to support Your request. If We agree to Your request, We will activate the freeze from the date We receive that evidence.
5.23 You can freeze your membership via the Better Customer Portal or Better UK App by selecting the ‘My Account’ then ‘Memberships’ then ‘Manage Membership’ then ‘Freeze Membership’ and finally selecting the reason, start date and time period. The maximum freeze period permitted will display depending on Your selected reason.
5.24 Following the expiry of the Freeze Membership period you have requested the Membership will automatically be reinstated and collection of Fees will recommence.You may have to pay a different amount when your freeze finished to cover your access until your next DD is taken. This will show on your Better account as reconciliation fee.
5.25 You can notify Us via better.org.uk/contactus if You wish Us to unfreeze Your Membership early.
5.26 We will consider freezing Your Membership for non-medical reasons. You must apply in writing at Your Home Centre or online at better.org.uk/contactus. Memberships may at Our absolute discretion be frozen for a maximum of 3 months* within a 1 year period starting from the Commencement Date. Eligibility for a Membership freeze is restricted and supporting documentation will be required. Please ask a member of staff for further details. A nominal ‘Freeze fee’ may be charged each month via DD for non-medical freezes. *Dependent on reason.
5.27 In the case of any Membership freeze of Single Payment Membership, the period will not form part of the term of the Membership. For example, if the remainder of the term of a Membership is 4 months at the point of the freeze, when the Membership is reactivated, the remainder of the Membership will still be 4 months.
5.28 In the case of a Lessons & Courses Membership Freeze, the pupil will be removed from the lesson until they are ready to return and we will do our best to offer you a similar day/time however, this is not guaranteed.
