Our Membership Policy
​YOUR BOOKINGS
After purchase of a membership plan (whether a recurring or one-off purchase), you will need to book your gymnast (or yourself, if purchasing an Adult Fitness plan) into their first session with us, so that we have all their personal information, medical information and emergency contact information on our registers. Your gymnast’s first session with us MUST TAKE PLACE WITHIN 7 DAYS of your purchase of a membership plan, so please check that the next occurrence of their session is available for booking BEFORE YOU PURCHASE YOUR MEMBERSHIP PLAN.
You must book your child into their first session AT LEAST 4 hours before the start of that session. The booking system will not allow you to book a child into session less than 4 hours before that session begins.
Your membership plan allows you/your gymnast to book onto the same session each week - for example, Wednesday 4-6pm each week - for the 4 consecutive weeks of the month (in some months, there may be 5 occurrences of your session due to the length of the month and you will be able to book into all 5 sessions). You are not currently able to choose to attend one session one week and a different session the following week, although reasonable accommodations may be made if your gymnast misses their session for exceptional reasons; if you wish to request that your gymnast be allowed to attend a different session on one week, please contact us at admin@viva-gymnastics.club so that we can consider your request.
YOUR PAYMENTS
Payment for your membership plan is taken on the day you purchase the plan and your membership plan starts on that day. There is not the option for your payment to come out on a later date nor for your membership plan to start on a later date. If you are purchasing a monthly recurring membership plan, your first payment pays for your sessions for the month (usually 4 weeks) following that first payment; your second payment, which will be taken on the same day but 1 month later than your first payment (for example, on the 1st of every month) will pay for the next month/4 weeks of sessions, and so on.
In the case of payment issues, such as your monthly recurring payment failing (which will automatically result in your membership plan cancelling), you will need to contact your payment provider. If you have chosen to pay for your membership plan with a debit card, your payment provider is your bank. If you have chosen to pay via PayPal, PayPal is your payment provider. We currently offer these two methods of payment; if you continue to have an issue with one method of payment, such as a debit card/bank account, then you are able to try signing up again for a membership plan using the alternative payment method of PayPal.
Viva Gymnastics Club has neither visibility nor control over your payments, as they occur outside of our website with your payment provider, and we therefore cannot see why a payment has failed.
YOUR MEMBERSHIP
When purchasing a membership plan, trial session or other event on our website, you are creating an account on our website from which you can control your membership plan at all times. You can view your booked sessions and book onto more sessions by logging into your account and going to “My Bookings”. You can also cancel your membership plan at any time by logging into your account, going to “My Subscriptions” and clicking on “Cancel Subscription”.
AS THE CUSTOMER IT IS YOUR RESPONSIBILITY TO CANCEL YOUR MEMBERSHIP PLAN IF YOU ARE LEAVING VIVA GYMNASTICS CLUB.
If you have decided to cancel your membership plan but have forgotten to cancel it before the renewal date, and payment has been taken for sessions you or your gymnast will not be attending, please contact us on admin@viva-gymnastics.club to discuss this with us. Please DO NOT just try to reclaim the money via your payment provider, as we are often charged a fee which, as a small children’s charity, has a significant impact on us. If you reclaim money from us and it is deemed to be unfair, we reserve the right to seek to recover the funds, including any fees we have been charged as a result of the clawback, and we reserve the right to refuse future service to you. Whilst we have a general “no refunds” policy in place, as explained, we are always happy to work with you to find a mutually satisfactory resolution, including discussing refunds with you; we may in some cases be able to grant refunds, but this is at the discretion of the Head Coach.
REFUNDS
The reason for our general “no refunds” policy is this: we are a small children’s charity that operates on a shoestring and reinvests our profits back into the Club. When our members purchase sessions with us, we pay hall hire costs, utilities costs, coaching insurances and staff wages to ensure the appropriate level of staffing for the number of people booked into each session. Whether or not you/your gymnast attend a session you have paid for, we have already paid to run that session. If you decide to reclaim money you have paid us to run sessions for you, we have still run those sessions and incurred those costs, and would therefore be operating at a loss, which as you will be able to understand is potentially devastating for a business, let alone a charity.
If you are not able to attend a session or sessions you have paid for, in some circumstances we may be able to offer you an alternative session or sessions on a different day or at a different site, where availability allows, but this is at the discretion of our Head Coach and you will need to put your request in writing to admin@viva-gymnastics.club in order for this to be considered. In exceptional circumstances we may consider issuing a refund, but again this is at the discretion of our Head Coach and must be requested in writing to admin@viva-gymnastics.club. We aim to respond to all queries within 5 working days.
GENERAL SAFETY
If you are the parent or carer of a child attending gymnastics with us, it is your responsibility to make us aware in writing via registration/booking forms our website and/or by email of any relevant allergies, medical conditions, behavioural needs or sensory needs impacting your child, as well as of any medicines your child may need to be given during their session with us, which should be brought to the gym with your child in a bag labelled clearly with their name along with an action plan for administering said medicine. It is also your responsibility to keep us informed via our website or by email of any changes to that child’s medical information, sensory needs and emergency contact information.
For children’s safety, all children should be able to understand and communicate with our staff and should be independent when toileting and putting on their clothes and shoes. Children should come into the gym with NO jewellery for their safety. If we believe a child is not fit to participate in gymnastics due to illness or injury, we reserve the right to contact a parent/carer to request that the child be collected from their session early.
PHOTOGRAPHY AND VIDEOGRAPHY
During any normal session, we don’t allow photography in the gym. Please do not take photographs or videos of your child or any child when they are in our gym. If and when photography and videography is deemed acceptable (such as at events where parents are able to take photos/videos of their children participating in competitions and displays or being awarded medals and certificates, etc), coaches will inform parents that they are able to take photos/videos, but when doing so please refrain from taking photos/videos of anybody’s children except your own. We reserve the right to request that photos/videos taken of other people’s children be permanently deleted from your device.
BEHAVIOUR
We commit to treat you with respect and we would appreciate being treated with the same respect. We operate a zero tolerance policy on rude and aggressive behaviour towards our staff. Rude or aggressive behaviour will result in customer membership with us being terminated and the customer being blocked from signing up to our sessions in future. No refunds will be given in the case of membership cancellation resulting from rude or aggressive behaviour towards staff.