Version 2024 V1, last updated February 2024
The Leisure Facility
The “Leisure Facility”, “Leisure Centre” “us” or “we” refers to the Two Riversmeet Leisure Complex, Stony Lane South, BH23 1HW, which is managed by Bournemouth Christchurch and Poole (BCP) Council
Accessing the Centre
Membership cards are issued to all current members and must be presented at the leisure centre reception to gain entry every time a visit is made.
Membership cards may only be used by the registered member- any fraudulent use of the membership card will result in cancellation of that membership with no refund being given.
To protect the security of membership cards it will be necessary to have your photograph taken and stored on the membership database- this is for internal use only and enables us to protect your card against misuse.
Lost or damaged membership cards/bands are subject to a replacement charge of £4.
Direct Debit memberships –
Initial payment will be made by credit or debit card. The amount payable will be a pro rata of the standard monthly fee dependent on the number of days until the first direct debit payment can be taken.
Payments will continue to be drawn direct from the bank on the first working day of the month until the Leisure Facility is instructed otherwise in writing by the account holder.
If your bank details or contact details change, please inform us immediately. Failure to do so may result in your membership being suspended and access to the facilities refused.
The non-payment of a Direct Debit will automatically suspend your membership benefits. Payment of the debt will be required to reinstate the membership. Contact will be made to advise of the debts and acceptable ways to make payment. Failure to make payment may result in further action being taken. Debts may continue to accrue.
Direct Debit instructions are not accepted on bank accounts for customers under the age of 16 years. These customers must provide the account details of their parent/guardian who must sign the mandate as acceptance of the terms and conditions.
Membership joining fees and Direct Debit monthly fees may be altered at any time, customers will be notified in writing of any alterations to fees payable by Direct Debit as per the Direct Debit guarantee.
These will run for the stated period (generally 6, 12 or 24 months) from the date of commencement. No refunds will be given for customers requesting to cancel before the end of this period.
Cooling off Period
Customers have the right to withdraw from the membership within 14 days of purchase. Customers will not incur a one month written notice period. A refund will be offered, less the amount of days since purchase.
Who is eligible to cancel (outside of cooling off period)?
Customers on an “Upfront” membership type are not eligible to cancel.
Customers who are on a rolling Direct Debit membership type are eligible to cancel. At least one Direct Debit payment must be made before a rolling direct debit membership will be eligible to be cancelled.
How to Cancel:
Customers who are eligible to cancel should do so in writing either by email (email@example.com), via post to the centre address or by completing a short form at Reception.
Eligible requests received on or before the 15th of month will terminate from the last day of that current month and no further payments will be taken.
Requests received from the 16th onwards will result in a Direct Debit payment being taken on the first working day of the next month and the membership will terminate at the end of that month.
The Administration team will respond to cancellation requests to confirm when the last payment will be taken and on which date the membership will terminate. Please do not cancel the Direct Debit instruction until the confirmation has been received as it may result in unpaid debts being added to the account if cancelled with the bank too early. Failure to follow the cancellation policy may result in debts accruing and further action being taken against unpaid debts.
Cancelling the Direct Debit instruction is not the same as providing written notice and will not be considered as such. Customers will be contacted to advise of the Direct Debit cancellation and appropriate actions to resolve. Failure to resolve the issues within the specified time will result in an Unauthorised Cancellation Fee of £35 being applied and the membership terminated. Further action may be taken to collect the outstanding balance.
Suspension or freezing of memberships will be at the discretion of the Senior Management Team. This is generally on medical (significant illness, injury or condition) grounds and evidence from a medical professional will need to be provided. Please submit your request to 2RMAdmin@BCPCouncil.gov.uk.
Booking of Facilities and Classes
Members: Inclusive Activities
For bookable activities; “Gym, Swim and Class” or “GP Referral Gym, Swim and Class” members can book 10 days in advance and “Priority” members 7 days in advance.
Only one court or pitch can be booked under a membership at any one time and the member must be present for the duration of the booked activity.
For activities included in a membership, members are required to give a minimum of 2 hours’ notice to cancel a booked activity. Members can be charged a penalty fee for any bookings which are not cancelled within the required time frames, or who do not attend.
All “non-members” can book up to 3 days in advance on a Pay As You Go basis which must be paid at the time of the booking.
Customers who have booked on a Pay-As-You-Go basis are not generally entitled to a refund or a transfer for activities they can no longer attend although we may make exceptions under some circumstances. Please get in touch with firstname.lastname@example.org if required.
Health Commitment to Customers
By taking out the membership or participating in any activity at the leisure centre, the customer confirms that they (or if booking or arranging membership on behalf of someone under 16) are in good health and are not knowingly incapable of engaging in either active or passive exercise and that participation will not be detrimental to their health, safety, comfort, well-being or physical condition. In doing so the customer also confirms their acceptance to our Health Commitment Statement which can be found here: More (tworiversmeet.com) or paper copies are available from Reception.
All customers wishing to use the Fitness Suite/s have the option to attend an Induction with a member of the Fitness Team prior to their first visit, this option can be deferred to a later date at the request of the customer.
Customers opting not to attend or to defer the Induction, do so on the understanding that they are competent to use the equipment correctly and are familiar with the emergency procedures of the Leisure Facility.
Customers must inform the Leisure Facility of any changes in their personal details.
Specific Information Relating to Children (under 16s)
For customers who are under 16 years old and attending either Teen Fit or Holiday Club sessions, separate/additional information will be required to ensure we are adequately informed about each child while we are working in loco parentis.
Any child who is permitted to access the centre without the direct supervision of a responsible adult (an adult for this purpose must be 18+ years old) should be at least 8 years old and be deemed by the parent/guardian to be an appropriate level of maturity/responsibility for that individual child, including how they may respond during an emergency evacuation or other unforeseen circumstance.
Customers who are under 16 years of age are unable to access the gym unless on a supervised session (Teen Fit) and are also unable to attend fitness classes unless specifically noted to be suitable for those under 16.
We comply with GDPR regulations.
We will only discuss sensitive information about a members account with the named member. Therefore, if communicating with us by email, please ensure this is done through the email address held on file. If this is not possible or communicating with us via other means, we may ask for confirmation of some personal details to confirm identity. We can also use your saved photograph on our membership database for this purpose.
We will also accept requests to cancel or amend Direct Debits from the person named on the Bank Account if this differs to the Member.
For members aged under 16 years old, we will discuss the account with any person who identifies as the child’s parent/guardian or person with parental responsibility. If there is any reason that someone should not have this access, then please ensure that this is clearly communicated to us in writing. This could include but is not limited to; children in care or where access is denied to a parent through the courts or any other safeguarding matter.
Each membership product offers different benefits, and therefore not all the Leisure facilities services are included. Services and facilities not included in the membership can be provided at an additional charge. Full information on what is included in each membership product can be obtained from Reception or on our website www.TwoRiversmeet.com
Access to facilities and activities will be as per the operating times and programme listed within the published timetables and information available on our website, this is subject to change and availability.
BCP Council reserves the right to amend its activities and/or facilities with or without notice and for any period of time. This may be in connection with customer demand/feedback, in connection with any major event, cleaning, repairs, alterations or maintenance works, or for any other reason beyond reasonable control.
Refunds or time extensions are not issued for memberships for any isolated closures or cancellations. For extended closures or cancellations, no refunds or time extensions will be offered where other inclusive facilities are available within the customer’s membership product. For all other instances, refunds or time extensions will be at the management’s discretion.
The Leisure Facility may expel customers and/or terminate the membership of any member without notice and with immediate effect if the customer’s conduct contradicts the expectations set out in the BCP Council Conduct Policy, or that the customer’s actions or lack of action may result in damage or injury to themselves, staff or members of the public or Leisure Centre property.
A member whose membership is terminated by the facility shall forfeit all privileges of membership with immediate effect and without refund.
BCP Council may assign the benefit of these terms and conditions of membership to a third party on similar terms and conditions without notice being served upon the member to that effect.
Limitation of liability
The member is responsible for the consequences of any use of any of the services of the Leisure Facility.
BCP Council will not be liable for any indirect or consequential loss, damage, costs, expenses, theft or damage to property, whether arising under contract, tort (including negligence) or otherwise.
BCP Council accepts liability to the extent that it results from the negligence of the council and its employees for death or personal injury.
Customers must be aware of and comply with the parking restrictions within all car parks.
Customers are expected to use the facilities in a responsible and safe manner and must ensure that they adhere to any rules or notices displayed within the Leisure Facility. BCP Council reserves the right to make any reasonable changes to these rules at any time.