UK App & Rewards terms and conditions

New app launched 23 July 2024

Virgin Active Terms of Use

These terms and conditions (together with the documents referred to in them) tells you the terms of use on which you may make use of our application (our “Services“), whether as a guest or a registered user. By accessing the Services you enter into a contract with Virgin Active Limited whereby your use of the Services is subject to these terms and conditions.

Information about us

The Services are operated by Virgin Active Limited (“We”). We are registered in England and Wales under company number 03448441 and have our registered office at 26 Little Trinity Lane, Mansion House, London, EC4V 2AR. Our VAT number is GB 777976151. We are a limited company.

Accessing our Services

Access to our Services is permitted on a temporary basis and we reserve the right to withdraw or amend the Services without notice. We will not be liable if for any reason our Services are unavailable at any time or for any period. From time to time, we may restrict access to some parts of our Services, of our entire Services, to users who have registered with us. If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential, and you must not disclose it to any third party. We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these terms of use. You are responsible for making all arrangements necessary for you to have access to our Services. You are also responsible for ensuring that all persons who access our Services through your internet connection or device are aware of these terms, and that they comply with them.

Intellectual Property Rights

We are the owner or the licensee of all intellectual property rights in our Services, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. You may not download, print off or copy any part of any materials published on our Services. You must not use any part of the materials on our Services for commercial purposes without obtaining a licence to do so from us or our licensors. If you print off, copy or download any part of our Services in breach of these terms of use, your right to use our Services will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

Reliance on information posted

The content provided in our Services is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content of our Services.

Although we make reasonable efforts to update the information contained in our Services, we make no representations, warranties or guarantees, whether express or implied, that the content on our Services is accurate, complete or up to date.

Our Services changes regularly

We aim to update our Services regularly, and may change the content at any time. We do not guarantee that our Services will always be available or be uninterrupted. If the need arises, we may suspend access to our Services, or close access to them indefinitely. Any of the material on our Services may be out of date at any given time, and we are under no obligation to update such material.

Our Liability

You agree that Virgin Active will not be liable for any direct, indirect or consequential loss arising from the use of the information and material contained in our Services or from access to other material on the Internet via web links from our Services.

Information about you and your use of our Services

We process information about you in accordance with our Privacy Policy. For more information about how we use personal data, please see our Privacy Policy: https://www.virginactive.co.uk/the-legal-stuff/privacy-policy

Your account details

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.

Uploading material to our Services

Any material you upload to our Services will be considered non-confidential and non-proprietary, and we have the right to use, copy, distribute and disclose to third parties any such material for any purpose. We also have the right to disclose your identity to any third party who is claiming that any material posted or uploaded by you to our Services constitutes a violation of their intellectual property rights, or of their right to privacy. We will not be responsible, or liable to any third party, for the content or accuracy of any materials posted by you or any other user of our Services. We have the right to remove any material or posting you make on our Services.

Viruses, hacking and other offences

You must not misuse our Services by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Services, the server on which our Services are stored or any server, computer or database connected to our Services. You must not attack our Services via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Services will cease immediately. We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer or tablet equipment, mobile phone, computer programs, data or other proprietary material due to your use of our Services or to your downloading of any material posted on it, or on any website linked to it.

Links from our Services

Where our Services contain links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources, and accept no responsibility for them or for any loss or damage that may arise from your use of them.

Jurisdiction and applicable law

The English courts will have exclusive jurisdiction over any claim arising from, or related to, your use of our Services although we retain the right to bring proceedings against you for breach of these conditions in your country of residence or any other relevant country. These terms of use and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

Variations

We may revise these terms of use at any time. You are expected to check these terms and conditions from time to time to take notice of any changes we made, as they are binding on you. Some of the provisions contained in these terms of use may also be superseded by provisions or notices published elsewhere on our Services.

Your Concerns

If you have any concerns about material which appears on our Services, please contact info@virginactive.co.uk.

THE VIRGIN ACTIVE REWARDS PROGRAMME

DEFINITIONS:

“Affiliates” means:

  • any division, subsidiary or affiliated company of Virgin Active; and/or
  • any direct or indirect, national or international, affiliated company, group company, parent company and/or holding company of Virgin Active;

“App” means the software application programme owned (or licensed) by Virgin Active, which is designed and developed to deliver, amongst other things, the Virgin Active Rewards Programme;

“Club” means a health and fitness facility, gym or club operated from time to time by Virgin Active;

“Rewards Partner(s)” means any service or goods providers that We partner with from time to time to offer You rewards;

“Terms and Conditions” means:

  • these terms and conditions governing the Virgin Active Rewards Programme; and
  • any other documents referred to and/or incorporated hereinto by reference,

              in each case as amended, novated, supplemented or varied from time to time;

“Tier” means the level or status on the Virgin Active Rewards Programme that You can achieve as a result of earning points, or failing to earn sufficient points, under the Virgin Active Rewards Programme;

“Virgin Active” means Virgin Active Limited, a company registered in England and Wales under company number 03448441 with its registered office at 26 Little Trinity Lane, Mansion House, London, England, EC4V 2AR; and

“Virgin Active Rewards Programme” means the loyalty, rewards and/or benefits programme owned, operated and managed by Virgin Active under these Terms and Conditions.

INTRODUCTION

The Virgin Active Rewards Programme is currently available in the United Kingdom and is presented by Virgin Active (hereinafter referred to as “Virgin Active“, “We”, “Us” or “Our“),  to all its qualifying customers, clients and/or members (“You” or “Your“), who have an eligible Club membership with Virgin Active.

These Terms and Conditions:

  • constitute an agreement between You and Us;
  • govern both Your rights and obligations and Our rights and obligations, under the Virgin Active Rewards Programme; and
  • will apply immediately:
    • once You register for the Virgin Active Rewards Programme;
    • each time you access the App or any other platform where the Virgin Active Rewards Programme is offered; and/or
    • each time You use the Virgin Active Rewards Programme.

Should You not accept these Terms and Conditions, You will not be able to (or eligible to) access the App and/or will not be able to (or eligible to) participate in the Virgin Active Rewards Programme or any other loyalty programme offered by Virgin Active.

PRIVACY AND CONSENT

We process Your personal information according to our Privacy Policy (available at https://www.virginactive.co.uk/the-legal-stuff/privacy-policy).

By:

  • Your acceptance of these Terms and Conditions;
  • You providing Us with Your data; and/or
  • Registering for, participating in, or using the Virgin Active Rewards Programme and/or the App,

You acknowledge that you have read, understood, and agreed to our Privacy Policy (available here) and these Terms and Conditions.

Accepting these terms enables us to provide you with a more personalized and relevant experience; keep you informed about exciting promotions, offers, and updates and tailor our services to better meet your preferences and needs.

We receive information about You from any one or more of the following sources: (i) the data You submit to Us and allow Us to use, (ii) collection agencies, (iii) credit and insurance bureaus, (iv) Rewards Partners, (v) any other relevant sources. We use this information to give You either the most applicable reward/benefit or the best tier level applicable to You, and You hereby agree to Us using Your personal information for this purpose.

AMENDMENTS TO THESE TERMS AND CONDITIONS

We may, in whole or in part, and at Our sole discretion, amend these Terms and Conditions from time to time. If You participate in and/or use the Virgin Active Rewards Programme after We have posted on the App and/or on Our website https://www.virginactive.co.uk ), an amended version of the Terms and Conditions, You agree to be bound, and We will be entitled to assume that You have agreed to be bound, by the amended version of the relevant Terms and Conditions.

ABOUT THE PROGRAMME

The Virgin Active Rewards Programme is designed to recognise and reward You, as a qualifying member of Virgin Active, for using Virgin Active gyms and facilities, services, ancillary products, and for Your digital engagement with Virgin Active through the App.

You get rewarded weekly for achieving a Weekly Goal, and you get rewarded with an additional reward (a Milestone Reward) for achieving 12 (twelve), 26 (twenty six) and 52 (fifty two) Weekly Goals consecutively. You will have access to Tier benefits (Tier Rewards) which include a combination of vouchers and discounts to enjoy and redeem at Virgin Active and/or at selected Rewards Partners.

VIRGIN ACTIVE REWARDS PROGRAMME FEES

  • The Virgin Active Rewards Programme is free to activate and We will not charge You a joining fee or any periodic or annual membership fee in order for You to remain a participant on it.
  • The Virgin Active Rewards Programme is available through the App, which is free apart from any data costs which apply when You download, use, or update the latest version of the App.
  • Additional optional services may incur separate activation costs which will be communicated to You at the appropriate time.

WHO IS ELIGIBLE TO PARTICIPATE IN THE VIRGIN ACTIVE REWARDS PROGRAMME

With the exception of the memberships and/or members/individuals who are excluded from participation (see below), the Virgin Active Rewards Programme is available to all Virgin Active members with an active and qualifying Virgin Active membership.

The following Virgin Active memberships or individuals or groups of individuals are not eligible to participate in the Virgin Active Rewards Programme:

  • Virgin Active staff;
  • complimentary memberships (i.e. memberships where no membership fees are payable);
  • members under the age of 16 years, irrespective of the membership type;
  • guests using guest passes;
  • suspended (or blacklisted) members or memberships; or
  • members or memberships in arrears.

ACCESSING THE VIRGIN ACTIVE REWARDS PROGRAMME

  • The Virgin Active Rewards Programme is only available in the App.
  • In order to access the Virgin Active Rewards Programme You need to download the App and complete the registration process.
  • You will be required to register on the App using the credentials provided to you when you signed up for Your Virgin Active Club membership, and create a unique password to secure Your App account.
  • A compatible device (i.e. an iOS, Android or other suitable device) is needed to download the App and access the benefits offered in the Virgin Active Rewards Programme and in the App. Should You not have a compatible device, this may result in You either having limited functionality OR not having access to the App at all and therefore You will not be able to participate in the Virgin Active Rewards Programme. You hereby agree that no liability whatsoever shall extend to Virgin Active as a result of Your device being incompatible with the App.
  • We cannot guarantee the availability, accessibility, accuracy, or proper functioning of the App nor that it will function error-free. It is possible that submissions in the App may not be successfully processed or executed because of errors or failures, whether caused by You, Us, or other factors related to our Rewards Partners. We are not responsible for any unauthorised human or technical intervention, nor are We liable or responsible for any transaction that is not properly processed, executed, saved, or transmitted, regardless of the cause of the problem. No warranty is made that the App and/or Our software functionality or services will be uninterrupted or error-free.
  • In the event of any conflict between the applicable software and the rules (which may or may not be set out in these Terms and Conditions) relating to any benefit or reward to which the software pertains, the rules (which may or may not be set out in these Terms and Conditions) governing such benefit shall prevail.
  • It is Your responsibility to ensure You have downloaded the latest version of the App from the relevant App store.
  • It is Your responsibility to ensure You have created a secure password and Your password should never be shared with anyone.
  • You are not allowed to share log in credentials with anyone else. You will only be allowed to link one App account and one device to Your membership profile.

GOALS AND REWARDS

Weekly Goals

  • Every week, You will be provided with an opportunity to earn one reward for completing your Weekly Goal. Your Weekly Goal* is determined by the number of times you enter a Club.
  • All members will start with needing to achieve 2 (two) qualifying activities (visiting the club) within a week. Once the member achieves a minimum of 2(two) visits, they receive a Weekly Reward. In the following week, their Weekly Goal will be stretched to 3 (three) visits per week, then 4 (four) visits per week.
  • When you reach 4 (four) visits per week and your Weekly Goal is to achieve 4 (four) visits per week, you Weekly Goal will remain at 4 (four).
  • If your Weekly Goal is 4 (four) visits per week and you visit less than 4 (four) times in a week, your Weekly Goal will be 3 (three) visits in the following week.
  • If your Weekly Goal is 3 (three) visits per week and you visit less than 3 (three) times in a week, your Weekly Goal will be 2 (two) visits in the following week.
  • The period upon which a Weekly Goal can be earned starts on a Monday morning (00:00) and ends at midnight, 7 (seven) calendar days later, on a Sunday (00:00) (a “Weekly Goal Qualifying Period“).
  • A visit will only qualify towards Your Weekly Goal if upon entry into a Club, You have scanned your physical membership card or RFD wristband at the Club entrance.
  • Should You not scan either Your digital access card on the App or Your membership card (if still in use), as stipulated above, the affected Club visits will not qualify towards Your Weekly Goals and You run the risk of not only failing to meet Your Weekly Goal but also not qualifying for Your Weekly Reward or for Your Tier points linked to tracking valid Club visits.
  • Only one visit per day towards a Weekly Goal qualifies. If You visit a Club two or more times per day, only one visit is counted for the affected day.
  • Visiting two or more different Clubs per day will also not be counted as a cumulative visit towards a Weekly Goal, and only one of those visits will be counted per day.
  • *Unless otherwise communicated by Virgin Active, Weekly Goals are not cumulative in each week or Weekly Goal Qualifying Period and are limited to just 1 (one) Weekly Goal, per member, for each applicable week. As an example, if You visit a Club 4 (four) times or 6 (six) times in a Weekly Goal Qualifying Period, You will still receive only 1 (one) reward for that particular week (and not 2 (two) rewards or 3 (three) rewards as per the illustration in Our chosen example).

Weekly Rewards

  • When You achieve a Weekly Goal, You will be issued a reward in the App (“Weekly Rewards“).
  • Weekly Rewards may take at least 30 (thirty) minutes (and sometimes longer) before they are issued.
  • At the start of each Weekly Goal Qualifying Period, Virgin Active will inform You what the Weekly Reward will be for that week (rewards can include, but are not necessarily limited to, a voucher from participating Kauai stores (redeemable either in-club and/or retail restaurants), or a voucher redeemable at participating stores/outlets of other applicable Rewards Partners, or tier points, in each instance as advised to You on the App from time to time).
  • You will have 7 (seven) calendar days, from date of issue, to choose your Weekly Reward (if a choice is available). If you do not choose a reward in 7 (seven) days from the Weekly Reward becoming available, your entitlement to choose a Weekly Reward will expire and will not be carried over to the following week.
  • If You choose a voucher as your Weekly Reward, the relevant voucher will be issued and will be valid for 7 (seven) days. If the voucher is not redeemed, it will expire and will not be carried over to the next week.
  • If You choose Tier Points as your Weekly Reward they will be automatically added to Your Tier Points total immediately or as soon as possible thereafter.
  • Once You have chosen a Weekly Reward in respect of any week, you cannot change your choice in respect of that week.
  • The voucher is only valid for the specific reward stipulated in the App and only at participating stores/outlets of the applicable Rewards Partner.
  • Any up-size, modifications or extras added by You to the reward will be charged for in full to You (i.e. You will not be able to elect to pay the difference in price nor will You be able to use Your voucher to subsidise in any way Your upsized and/or modified purchase).
  • If You have achieved a Weekly Reward from the previous week that is still valid, and have also achieved a Weekly Reward in the new/current week, You will be eligible to have two active vouchers and redeem both vouchers if required.
  • Milestone Achievements – for 12, 26 and 52 consecutive weeks of Weekly Goals
  • When You achieve 12 (twelve) consecutive Weekly Goals over 12 (twelve) consecutive weeks (a “Milestone“), additional rewards (“Milestone Rewards“) are unlocked.
  • When You achieve 26 (twenty six) consecutive Weekly Goals over 26 (twenty six) consecutive weeks (a “Milestone“), additional rewards (“Milestone Rewards“) are unlocked.
  • When You achieve 52 (fifty two) consecutive Weekly Goals over 52 (fifty two) consecutive weeks (a “Milestone“), additional rewards (“Milestone Rewards“) are unlocked.
  • There is no static start and end date to a Milestone, except the fact that a Milestone is intrinsically linked to the attainment of Weekly Goals, which in-turn is intrinsically linked to the Weekly Goal Qualifying Periods – this means You will be rewarded 12 (twelve), 26 (twenty six) and 52 (fifty two) weeks consecutively, on a rolling basis, if You have consecutively reached Your Weekly Goals, (a “Milestone Cycle“).
  • Should You fail to achieve a Weekly Goal at any point during a Milestone Cycle, the Milestone Cycle will restart again the following week (per the applicable Weekly Goal Qualifying Period), and You will start a new Milestone Cycle. For example, if You achieve a Weekly Goal in week 1 (one) and week 2 (two) but in week 3 (three), You fail to achieve Your Weekly Goal, this means that a new Milestone Cycle will begin again in week 4 (four) and You will need to achieve anew, 12 (twelve) Weekly Goals in a row in order to unlock a Milestone Reward.

Milestone Rewards

  • When a Milestone is achieved, You will be presented with a choice of Milestone Rewards (We may from time to time, in Our sole discretion, add to or change the list of rewards; such as:
    • a voucher from one of Our Rewards Partners – the vouchers available from time to time will be determined by Us, acting in Our sole discretion, and We will notify You of these in advance within the App; or
    • Tier points – the number of Tier points available from time to time to be received by You will be determined by Us, acting in Our sole discretion, and We will notify You of these in advance within the App;
  • The choice to select Your Milestone Reward is open for 14 (fourteen) days from the day of achieving the Milestone Reward.
  • Selection of the Milestone Reward can only be done in the App.
  • If receiving Tier points is selected as the Milestone Reward, the points will be added towards Your Tier points balance immediately or as soon as possible thereafter.
  • If receiving a voucher is selected as the Milestone Reward, the voucher will be available to redeem for 14 (fourteen) days from the day of the voucher selection, and can be accessed in the App under “Rewards”.
  • If You fail to select Your Milestone Reward within the stipulated 14 (fourteen) day period, the Milestone Reward itself and the option to select the Milestone Reward will expire and no longer be available.
  • If the voucher is not redeemed within the stipulated 14 (fourteen) day period, it will expire and will not be carried over to the next week.
  • The voucher is only valid for the specific Milestone Reward stipulated in the App and only from participating stores/outlets of the applicable Rewards Partner.
  • Any modifications or extras added to the selected Milestone Reward will be charged for in full to You (i.e. You will not be able to elect to pay the difference in price nor will You be able to use Your voucher to subsidise in any way Your upsized and/or modified purchase).
  • If You have achieved a Weekly Reward from the previous week that is still valid, and have also achieved a Milestone Reward in the new/current week, You will be eligible to redeem both the Weekly Reward and Milestone Reward for so long as the selection and/or redemption timelines overlap and provided the selection and/or redemption is done within the applicable timelines as set out above.
  • We reserve the right change or update the Milestone Goals and Rewards at any time.

Tier Status and Tier points

  • There are 3 (three) Tier levels, which Virgin Active may amend from time to time, in its sole and absolute discretion:
    • Bronze (entry);
    • Silver (middle); and
    • Gold (highest).
  • Upon registering for the Virgin Active Rewards Programme, You will automatically default to Bronze Tier (but subject to any changes which Virgin Active may make from time to time, in its sole discretion).
  • You can move between the different Tiers as set out below.
  • You will immediately lose Your Tier status should You terminate Your Virgin Active contract or membership.

Tier upgrades

  • To upgrade from Bronze Tier to Silver and Gold Tiers, You need to have an active 12-month contract with Us, be in good standing and earn sufficient Tier points as follows:
    • a Bronze member (with an active 12-month contract):
      • can upgrade to Silver by earning 2000 (two thousand) Tier points
      • can upgrade to Gold by earning 5000 (five thousand) Tier points
    • a Silver member can upgrade to Gold by earning 3000 (three thousand) Tier points
  • Tier upgrades are automatic and immediate, as and when You earn sufficient Tier points.
  • Members with a three-month or Flexi contract are defaulted to Bronze tier and do not have the ability to upgrade to Silver or Gold Tier. You can however continue to earn Tier points.
  • Should short term or flexi contract holders, commit to a 12-month contract, they will be allocated the appropriate Tier based on the number of points they have accrued at the time of their entry into the 12-month contract.
  • There is no monthly or annual cycle for Tiers and therefore Tier statuses and Tier Points do not reset.
  • This means that as a 12-month contract holder, You will be upgraded to higher tiers as you earn the required Tier points. You will keep the allocated Tier status indefinitely until you either cancel your membership or switch to a three-month or flexi contract.

Tier downgrades

  • Irrespective of the number of points that You have accumulated, You will automatically downgrade a Tier or Tiers (as applicable) if You move to short term or flexi contract, from a 12-month contract. You will:
    • downgrade back to Bronze Tier, however, You will maintain your accumulated Tier points balance
    • keep any existing valid vouchers or rewards until such time they expire.
  • Virgin Active may, on sufficient notice, and in its sole and absolute discretion, change the number of points required from time to time for You to move up a Tier.

How to earn tier points

Tier points can be earned by completing certain activities from time to time.  Some points earning activities have a maximum number of points that can be earned per day, week, or month. Earning Tier points are capped at once per day per activity. This means You can earn for multiple different activities but only once per activity. There are also points which are only available to be earned once-off.  The list of earning activities is available in the App and may be updated from time to time at Virgin Active’s sole discretion. You will be able to view which points earning activities have been achieved.

Tier Rewards

  • Each Tier has specific Tier benefits and rewards (“Tier Rewards“) which are available to You and/or are applicable to You only if You are within (or who have obtained) the specific Tier level.
  • Tier Rewards include a range of benefits, rewards and prizes which are made available by Virgin Active and/or its Rewards Partners.
  • Tier Rewards may differ or change from time to time, as determined by Virgin Active in its sole discretion.
  • Tier Rewards are made available on the same day if the applicable reward is earned as a result of a Tier upgrade.
  • The process to redeem a given Tier Reward may differ depending on the Rewards Partner in question and/or as a result of the particular Tier Reward on offer. You will either be issued a QR code voucher in the App or be issued a unique Rewards Partner code to redeem on the Rewards Partner’s website or at a physical store/outlet.
  • The terms and conditions (including the validity and usage requirements), for the Tier Rewards available to You from time to time will be set out in the App.

BIRTHDAY REWARDS

  • You will receive a birthday reward each year. The voucher to redeem your birthday reward will be issued to you on the day of your birthday.
  • The voucher will be available to redeem for 30 (thirty) days from Your birthday, and can be accessed in the App under “Rewards”.
  • Your Tier status will determine your birthday reward. Virgin Active reserves the right to change the birthday rewards available from time to time without notice to members but the following are indicative examples of the awards available at each tier level :
    • Bronze: free large hot drink from Kauai
    • Silver: free regular smoothie from Kauai
    • Gold: free wrap from Kauai

VIRGIN ACTIVE MEMBERSHIP STATUS AND ACCESS TO THE LOYALTY PROGRAMME

  • The status of Your in-Club Virgin Active membership will determine, in varying degrees, Your ability to access, and Your right to use and participate in, the Virgin Active Rewards Programme.
  • To have access to all the benefits of the Virgin Active Rewards Programme You must have an authorised and active Virgin Active Club membership which is in good standing (financial or otherwise), and You must have downloaded the latest App.
  • There are other membership status factors taken into consideration which may impact Your eligibility to participate in (or Your continued use of) the Virgin Active Rewards Programme (e.g. if You have frozen or cancelled Your membership, or if We have suspended, cancelled and/or blacklisted Your membership). If You have not used the App for a period of 12 (twelve) months or more, We will revoke and/or expire any unused rewards and You may need to download the App again and possibly re-register for the Virgin Active Rewards Programme if You wish to re-use it or re-join.

Membership Freeze or Pause in Membership

  • Anyone who moves to a Frozen membership account will maintain their Milestone week (and Milestone Goal) from the last full week they completed before the effective freeze date starts.
  • Once the Freeze period is over, You will continue your Milestone cycle, based on the last full week you achieved your Milestone.
  • Your Weekly goal however will start again in the next full week and your Weekly goal will be reset back down to 2 visits in that week.

LOSS OR INJURY

Under no circumstances, including because of negligence or omission by Us, Our staff, contractors, tenants, Rewards Partners, will We be liable for any loss, injury or damage of any nature which You may sustain as a result of Your engagement in the Virgin Active Rewards Programme (including Your engagement in the activities, goals, and/or rewards contemplated under the Virgin Active Rewards Programme).

By Your acceptance of these Terms and Conditions and/or by Your participation in the Virgin Active Rewards Programme, You indemnify Us accordingly.

TRANSACTIONS MADE IN ERROR BY VIRGIN ACTIVE

You agree that if We issue You with a reward or benefit which You are not entitled to in terms of these Terms and Conditions, through an administrative error or any other error, You will have to return the reward or benefit in question or the value of the reward or benefit in question. This may include, but is not necessarily limited to:

  • a reversal of points that have been erroneously allocated to You; and/or
  • a reversal of any erroneous Tier upgrades;

APPLICABLE LAW

These Terms and Conditions are governed by and are to be interpretated in accordance with the laws of England and Wales. If for any reason any portion of these Terms and Conditions is inconsistent with the laws of England and Wales, such portions will be severable and shall not jeopardise the acceptability of the remainder of the Terms and Conditions.

DECEASED ESTATES

All active reward offers belonging to a deceased estate will be frozen upon Us receiving satisfactory notification of death, by the person who is authorised to deal with the liquidation and distribution of the estate under the Administration of Estates Act or any other law which provides for the administration of deceased estates (hereinafter referred to as the “executor”), producing a certified copy of the deceased’s death certificate. All rewards will be forfeited to Us and the deceased’s App (and the deceased’s participation in the Virgin Active Rewards Programme) will be closed.

TERMINATION OF YOUR PARTICIPATION IN THE VIRGIN ACTIVE REWARDS PROGRAMME

  • We may end Your participation in the Virgin Active Rewards Programme at any time and for any reason, on notice to You.
  • You will have 30 (thirty) days to spend any unredeemed rewards, but We reserve the right, and without prejudice to any of Our other rights and remedies in terms of these Terms and Conditions and in law, to be exercised in Our sole discretion, to immediately terminate Your participation in and/or Your use of the Virgin Active Rewards Programme, and/or any unredeemed rewards if:
    • We believe Your behaviour was inappropriate, constituted misconduct and/or is considered an abuse of the Virgin Active Rewards Programme;
    • We believe it necessary to end Your participation as aforesaid based on our endeavours to stop or prevent any criminal activities, including, but not necessarily limited to, money laundering or where the laws of England and Wales  and/or international laws, rules, regulations, restrictions and policies (the “Laws“) require us to do so;
    • You fail to assist us to comply with the Laws by failing or refusing to provide us with all the information and documents we may require, or you do assist us but you submit false information or documentation;
    • You breached these Terms and Conditions, or any other terms and conditions relevant to the Virgin Active Rewards Programme and/or Your Virgin Active membership to a Club; or
    • a fraudulent or dishonest transaction was conducted directly or indirectly by You.
  • We may reverse or cancel any transaction relating to the aforementioned conduct and hold You liable for any value which You have received in terms of such conduct.
  • Once You have been notified that You will be terminated from participation in the Virgin Active Rewards Programme:
    • You forfeit all active rewards, vouchers, Tier points and Tier status linked to Your Virgin Active Rewards Programme (or Your account thereunder) at the time of termination including any future rewards which may have accrued to You after the date of termination had it not been for such termination;
    • You are no longer entitled to any rewards, benefits or services from the Virgin Active Rewards Programme from the date on which notice was given to You of Your termination; and
    • You are permanently disqualified from accessing any discounts or promotions from Virgin Active and/or its Rewards Partners.
  • If We terminate Your participation in the Virgin Active Rewards Programme, We will not be liable for any damages of any nature suffered by You or any third party.
  • Once We have terminated Your participation in the Virgin Active Rewards Programme, You shall not be entitled to again join the Virgin Active Rewards Programme, unless We approve, in writing, Your written request to re-join the Virgin Active Rewards Programme.
  • Any re-joining without Our written approval may, in Our sole discretion, be declared null and void.

MODIFICATION, SUSPENSION OR TERMINATION OF THE VIRGIN ACTIVE REWARDS PROGRAMME

We may, in whole or in part, change, suspend or discontinue providing the Virgin Active Rewards Programme at any time at Our sole discretion. We will however notify You of this within a reasonable time.

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