Membership Terms

These Club rules are in place to support the smooth operation of the Club and to ensure all Members have an enjoyable experience.

1. Interpretation and variation

1.1

These are the terms & conditions of membership incorporated into the membership agreement between Healthhaus Ltd (Hotel de France, St Saviour’s Road, St Helier, Jersey, JE1 7XP) (hereinafter referred to as “the Club”) and each Member.

1.2

The Club may vary the rules at its discretion. 30 days written notice will be given to all Members of any changes.

1.3

The Directors of the Club (“Directors”), whose decision shall be final and binding on anyone entering the Club, shall determine any dispute or difference, which may arise about the interpretation of these terms & conditions.

1.4

The Management of the Club (“Management”), who control day to day general running of the Club.

1.5

The Member Experience Manager, who will review and advise on matters where users have comments, queries or concerns on Club incidents, issues, and general feedback.

1.6

The Healthhaus Membership Team (“Membership Team”) is responsible for membership administration and communication. All requests regarding the administration of your membership must be emailed directly to membership@heathhaus.co.uk. The Club will not be held responsible for failure to act on any requests which were not put in writing to membership@healthhaus.co.uk.

2. Acceptance as a Memberand commencement of membership

2.1

You agree to comply with these Terms and Conditions of Membership, which commence from the start date of your Membership.

2.2

All prospective Members (“prospects”) must complete a Club Tour with the Membership Team before they can join the Club. This must be pre-booked. All prospects must complete membership paperwork during the Club Tour.

2.3

All prospects must complete a pre-exercise questionnaire (“PARQ”). In the event of any positive answers to the PARQ the Club may require supporting information from the prospects General Practitioner (“GP”) before a membership can be issued.

2.4

Anyone using the club facilities must notify the Club of any changes affecting their health.

2.5

A membership can be purchased for any individual 18 years and over only. Proof of age may be required when purchasing membership.

2.6

Anyone using the club facilities are advised not to undertake strenuous physical activities without first seeking medical advice if they have concerns over their physical condition. The Club reserves the right to refuse access to the fitness facilities to anyone if, in its absolute discretion, it considers that the health of the individual concerned may be endangered using such facilities.

2.7

If an application, by a prospect for a membership package, is accepted and the Member has completed all mandatory information, and paid the appropriate subscription*, the new member will be entitled to all the privileges of that membership package.

2.8

Members must notify the Membership Team, in writing of any changes to personal details including but not limited to name, address, telephone number, email address, bank account details.

2.9

Absolute discretion is granted to the Directors to reject any applicant for membership without submitting any reason for so doing; in this event any subscription monies received will be returned immediately, and without incurring an additional penalty.

2.10

The Member shall be issued with a membership card personal to him/her. The card must only be used by the person to whom it is issued (abuse will lead to an investigation). The membership card must be presented at reception on each visit to the Club. If a card is not presented admission may be refused.

2.11

A membership card is issued upon payment of the appropriate administration fee* and subscription. The card remains the property of Healthhaus. The Club will require a fee* for replacement of lost/damaged cards, which must be paid at the time the new card is issued. Stolen cards will be replaced free of charge on production of a crime number.

2.12

By joining the Club, Members accept and agree to be bound by the terms & conditions. Members failing to comply with these terms & conditions may be required to leave the Club premises, be refused admission, or have their membership revoked. Any monies paid will not be refunded.

2.13

Free parking is not an entitlement of the membership. Members may park on the 2^nd floor of the Lido Medical Centre car park or in the outside areas if there is space and they are using facilities of Healthhaus and/or Hotel de France. Membership may be revoked if parking is abused.

2.14

Anyone using the club facilities must ask a Milon Coach how to use new, or unfamiliar equipment.

3. Administration fees*

3.1

All new applicants shall make an initial payment consisting of the appropriate administration fee and the subscription applicable, at the time of acceptance as a Member of Healthhaus. The administration fee is a one-off payment entitling you to become a Member of the Club. It does not entitle you to the use of the Club’s facilities as these are covered under the membership subscription fee.

3.2

The administration fee is not refundable other than due to cancellation under the 14 day notice period or in the event of breach or negligence by us.

3.3

In the event of a membership expiring, additional administration fees and the current subscription fees will become payable again if the previous Member wishes to re-join.

4. Membership subscriptions*

4.1

Subscription fees must be paid in accordance with these terms & conditions irrespective of whether the Member uses the Club’s facilities.

4.2

Membership subscriptions may be increased by the Club at any time. The Club shall give the Member no less than thirty days’ notice prior to any such increase. Members who do not wish to accept an increase in their subscription may cancel their membership under the terms of termination (section 8 of these terms & conditions).

4.3

If, through circumstances beyond the control of the Directors are unable to provide the full range of services as advertised, the Member shall remain liable for all fees relating to the subscription and other services provided.

4.4

Membership subscriptions*

4.4.1

The Club has appointed ClubWise Software Limited “ClubWise'' to collect Direct Debit payments on our behalf. ClubWise Software is a limited company registered in England and Wales number 3843268 registered office 6 Tower Court, Horns Lane, Princes Risborough, Bucks, HP27 0AJ VAT reg No 785733779. Authorised and regulated by the Financial Conduct Authority (FCA) under the Payment Services Regulations 2017, registration number 628834.

4.4.2

The Direct Debit Payment Amount is due from you to us. You are obligated to make the Minimum No. of Direct Debit Payments stated with the first one being paid on the 1st Direct Debit Payment Date and then every month thereafter. You are obligated to make every Direct Debit Payment regardless of non attendance, except where the cancellation or suspension terms below are met.

4.4.3

If you fail to pay any monies due under this agreement or if any Direct Debit is returned unpaid for whatever reason, you shall pay us on demand an administration fee* (which we require to cover our costs of seeking to pursue such payment from you).

4.5

Cash membership

4.5.1

Cash memberships must be paid in full, at the Club prior to or on the start date of the Membership and for each monthly or 12 monthly renewal.

4.5.2

Healthhaus reserves the right to refuse admission to a member where subscriptions have not been paid in full after the commencement of a membership.

4.5.3

If you fail to pay any monies due under this agreement or any cheque is returned unpaid or if any other form of payment is not honoured for whatever reason, you shall pay us on demand an administration fee* (which we require to cover our costs of seeking to pursue such payment from you).

4.6

If you fail to pay any amount due under this agreement for a period of more than thirty days, then we may pass the debt to a third party company for collection. The reasonable and direct costs incurred in employing the third party company will be borne by you including costs in tracing you if you have changed your address without telling us.

4.7

If we take no action or let you off any breach of this agreement or give you extra time to pay or comply, it will not stop us enforcing the terms of this agreement strictly at a future date.

5. Renewal of membership

5.1

Direct Debit membership. Once you have completed the Minimum Number of Direct Debit Payments, your agreement will automatically continue as a monthly rolling membership at the fee rate applicable to your membership type at that date. We will email you, giving details of the renewal Direct Debit Payment Amount you will be committed to. We will collect these instalments under the existing Direct Debit Mandate unless you provide us with written notice of cancellation within 14 days of receipt of the email.‍

5.2

Cash membership. Once you have reached the end of your membership period, your membership will be automatically cancelled.You will no longer have access to the Club unless:

5.2.1

You email the Club giving a minimum of 1 working week notice of your intention to renew your membership AND

5.2.2

You pay all membership fees & subscriptions in full.

6. Suspension of membership

6.1

With the consent of the Membership Team, Membership subscriptions may be suspended for the following reasons only:

6.1.1

You email the Club giving a minimum of 1 working week notice of your intention to renew your membership AND

6.1.2

Pregnancy: This agreement can be suspended if you become pregnant for a maximum of 6 months pre-birth and a maximum of 6 months post-birth upon the appropriate proof being given.

6.1.3

Redundancy: This agreement can be suspended upon appropriate proof of redundancy from your employer or other loss of livelihood.

6.1.4

Temporary relocation outside of Jersey: This agreement can be suspended upon appropriate proof of a new temporary address or written proof from your employer of your secondment.

6.2

PLEASE NOTE: Suspension of membership will not be processed by the Club until the appropriate evidence, as determined by the Club, is provided.

6.3

When a membership is suspended the amount in time of the suspension term will be added on to the “initial term”.

6.4

The maximum amount of time a membership can be suspended is 6 calendar months. Please note that suspended Members are only permitted to use the spa facility for treatments.

6.5

Members must not make any changes to their Direct Debit through their bank. Any changes made by the member to their Direct Debit may result in an additional administration fee* being applied by the Membership Team to reinstate the membership package.

7. Optional suspension of membership for annual contracts

7.1

Optional suspension of membership is not available for monthly memberships.

7.2

Annual Members may voluntarily elect to suspend their membership for a period of 1 month per membership year.

7.3

One full calendar month notice is required in writing (letter or email) for all suspension requests.

7.4

A monthly suspension fee* is applicable. Full membership fees are not payable during a period of suspension.

7.5

Members may not suspend their membership more than once per membership year.

7.6

When a membership is suspended the 1 month suspension period will be added onto the “initial term”.

7.7

Members must not make any changes to their Direct Debit through their bank. Any changes made by the member may result in a new membership having to be set up and associated administration fees* being charged.

8. Termination of membership

8.1

Fourteen day cooling off period: A Member may terminate their membership within fourteen days of joining Healthhaus by resigning in writing to turning their membership card to Healthhaus reception. They will receive a refund of any monies paid in advance, calculated from the date of termination.

8.2

A Member may terminate their membership within the agreed contract period if one of the following reasons applies:

8.2.1

Relocation: This agreement can be cancelled in the event that your new permanent address is not in Jersey upon receipt of a copy utility bill or bank statement showing the new address.

8.2.2

Permanent illness or injury: This agreement may be cancelled in the event of permanent illness, injury or medical condition upon appropriate proof from a doctor or other suitably qualified medical practitioner.

8.2.3

Redundancy: This agreement can be cancelled upon appropriate proof of redundancy from your employer or other loss of livelihood.

8.2.4

PLEASE NOTE – Cancellation for any of the above reasons will not be processed until appropriate evidence, as determined by the Club, is provided.

8.2.5

Breach: This agreement can be cancelled if we are in breach of contract including if we do not provide facilities or services you may reasonably expect and we have fallen well below that standard.

8.3

Following the Members agreed membership duration, Members may cancel their membership by giving notice at least one full calendar month prior to the Members agreed Direct Debit collection date. All payments shall be due and payable until the expiration of such notice.

8.4

Members are not entitled to refunds of annual or advance payment of memberships.

9. Rejoining the Club

9.1

If you cancel your membership and later choose to rejoin, you will be required to sign a new 12-month minimum contract in order to qualify for the Direct Debit rate.

10. Suspension or termination of membership by the Club

10.1

Failure to pay membership fees will result in immediate suspension of membership until payment has been received. The Member may not use or book any Club services while the membership is suspended. The Club reserves the right to retain any membership card if there has been a defaulted payment by the Member concerned.

10.2

Aggressive, anti-social or discriminatory behaviour towards staff or other Members and guests of the Club will not be tolerated and anyone found abusing this rule will be asked to leave the Club immediately. The Directors reserve the right to suspend membership during any investigation. Any membership or fees paid to the club will not be refunded during this period. Membership may be terminated as per section 9.3 below.

10.3

The Directors may terminate the membership of any Member without notice and with immediate effect in the event of a Member:

(a)

providing us with details which you knew, or which we later reasonably discover to be, false or misleading at the time of application, and where the false or misleading information would have reasonably affected our decision to grant you a membership,

(b)

committing criminal activities within the facility,

(c)

committing a serious or repeated breach of the membership rules,

(d)

damages or misuses Club property.

10.4

Any Member so expelled shall forfeit all membership privileges to Club. Any monies paid will not be refunded and the Member shall be liable to the Club for all monies due at the date of such expulsion.

11. Corporate membership

11.1

Corporate membership is available to existing partnerships only.

11.2

Corporate Members are subject to the normal terms and conditions of membership, as well as the specific ‘Corporate membership’ terms and conditions as follows:

11.2.1

Suitable Identification and/or a letter from the Company must be provided to the Club prior to acceptance as a Corporate Member and at each renewal.

11.2.2

Annual membership payment must be made by the Company on receipt of invoice.

11.2.3

The Company may request for an employee to join part way through the membership year. The new employee will need to complete the necessary application as required by the Club. The Company will be invoiced accordingly.

11.2.4

The Company may transfer membership to another employee within the same company providing the current member has cleared all account debts owed to the Club and a clear calendar month notice is provided. This arrangement must be agreed, in advance, with the Healthhaus Membership Team. The new employee member will be solely responsible for the completion of the membership application and agreement once the transfer has been completed.

12. The Milon “money back guarantee”

12.1

The Milon “money back guarantee” will only be effective if:

12.1.1

A member has been fully engaged with the Milon program, as prescribed.

12.1.2

A member must therefore train twice every 10 days for 35 minutes over a period of 12 weeks.

12.1.3

A member must have reached the prescribed benchmarks recorded in the Milon system.

12.1.4

The guarantee will not apply if a member has missed any Milon sessions or if you fail to complete the minimum length of training required to achieve results.

12.1.5

If you have any concerns about your goals, reaching your goals and before claiming the “money back guarantee” offer you must raise your concerns immediately with the Member Experience Manager. Every attempt will be made to intervene and amend the program for you. If you wait until the end of the 12 weeks to raise concerns, we will not review the “money back guarantee”. If you have followed all the above and you are not satisfied with your results you must contact the Directors within 14 days of your last Milon session. The “money back guarantee” is entirely at the discretion of the Directors.

13. Limitation of liability

13.1

The Club cannot be held responsible for any service or equipment not being available for whatever reason. The Club reserves the right to make alterations to the facilities provided, without any notice, and in its absolute discretion, the Club shall not be liable for any loss associated to such alterations, except in so far as such loss by law incapable of exclusion.

13.2

Anyone using the club facilities has a responsibility to ensure that he/she can undergo a routine of exercise provided by any program that he/she follows or class that he/she attends. Anyone using the club facilities accept the risk of injury from performing exercises and are advised to consult their doctor prior to beginning any program or class.

13.3

The Club accepts no liability for loss or damage to property of anyone using the club facilities on the Club’s premises except in so far as such loss, damage, or injury by law incapable of exclusion.

13.4

The Club accepts no liability for any accident or injury to or illness of anyone using the club facilities that may happen on the Club’s premises other than liability, which may arise from the Club’s negligence. Any accident, injury or illness must be reported to the Management immediately following the accident or injury.

13.5

Personal belongings are brought onto the Club premises at their own risk and the Club does not accept liability for any loss or damage whatsoever to such items. For security reasons anyone using the club facilities are advised to store personal belongings and valuables in the lockers provided.

13.6

Lockers are available for daily use only, generally for the duration of each training session, so any items left overnight in a locker or in an open area will be removed when the Club closes and treated as lost property.

13.7

The Club will conduct locker clearances from time to time and any items left overnight will be removed. The Club will not accept any liability for loss or damage to such items while stored or during any removal process to lost property.

13.8

Anyone using the club facilities that has failed to remove property in the changing rooms is not the responsibility of the Club. If items are left behind it will be deemed lost property. Lost property will be held for three months, after such time the Club reserves the right to dispose of the items as it sees fit. The Club will not accept responsibility for any loss or damage causes to lost property. Any item deemed unhygienic will not be stored and will be discarded immediately.

14. Safety and hygiene

14.1

Smoking (including e-cigarettes and vapes) and use of alcohol or illegal substaces is not allowed on the premesis.

14.2

In the interest of safety and hygiene,no crockery, glass, or foodstuffs are permitted in the changing rooms or fitness suites. Only sealed water containers may be used in these areas.

14.3

Anyone deemed to be under the influence of alcohol or illegal substances will be asked to leave the premises immediately.

14.4

No pets (except for dogs for the visually impaired) are permitted in the Club.

14.5

Anyone using the club facilities must use the main entrance to the Club when entering or leaving the Club.

14.6

Fire exits, which are clearly marked, are there for evacuation purposes. These areas must not be used or blocked with equipment at any time other than for emergencies or when directed by Management. In the event of a fire, Members and their guests are asked to make their way to the nearest available exit and proceed to the designated assembly point. Anyone using the club facilities must acquaint themselves with the fire alarm and evacuation procedures posted around the Club.

14.7

Anyone using the club facilities are requested to carry a suitable towel, for the purpose of placing on the equipment. If you forget your sweat towel you will be required to rent one from the Club reception. You are not allowed to train without a towel.

14.8

Anyone using the club facilities must wipe down all equipment after use with the cleaning products provided.

14.9

All equipment must be returned to its correct storage place after use.

14.10

You must not attend the Club if you test positive for Coronavirus or a mutation or an equivalent virus that is likely to infect other Members or Club staff.

14.11

The Directors have the right to enforce wearing of masks in certain close contact situations. This could be during a Milon induction, an equipment Pilates or Gyrotonic training session. You may also request a trainer to wear a mask.

14.12

The Directors have the right to request members bring their own roll mat or other equipment should it be deemed necessary to reduce risk of cross contamination.

14.13

Please use hand sanitisers available in the Club as often as you wish.

14.14

If the Jersey Government imposes new guidance, perhaps due to a new variant of an airborne virus, please observe and follow the guidance and signage displayed in and around the Club. Please also be mindful of people who choose to wear masks.

15. Safer spaces

Healthhaus is committed to providing a safe, welcoming, respectful, and inclusive environment for all members, guests, and team members. Our Safer Spaces Policy outlines the standards of behaviour expected within the club to ensure the wellbeing, dignity, and safety of everyone. Everyone shares responsibility for maintaining the Safer Spaces ethos by upholding these principles.

15.1

Expectations of behaviour
All members agree to:

15.1.1

Treat others with respect, courtesy, and kindness at all times.

15.1.2

Refrain from any form of harassment, aggression, abuse, discrimination, bullying, or intimidation, whether verbal, physical, or online.

15.1.3

Use language that is appropriate and considerate.

15.1.4

Respect personal boundaries and physical space of others.

15.1.5

Follow staff instructions and Healthhaus policies, including privacy and confidentiality standards.

15.1.6

Only film or take photographs on Club premises if they have written consent of the General Manager.‍

15.1

Reporting Concerns
Healthhaus encourages open communication. If you experience, witness, or are made aware of behaviour that breaches these standards, speak to a member of the management team or email memberexperience@healthhaus.co.uk. Reports will be handled promptly, confidentially, and sensitively. Anonymous reports may be accepted, but may limit the action we can take.

16. Data protection and methods of communication

16.1

The information you provide will be processed for the purpose of membership administration and fitness instruction. To ensure confidentiality and privacy, all processing will be carried out under the requirements of Data Protection (Jersey) Law 2018.

16.2

By providing an email address and a mobile telephone number to the Club the member consents to receiving phone calls or electronic message communications from the Club, including notices pursuant to these terms & conditions. The member also accepts the risk that the Club cannot guarantee the security of electronic communication.

17. Purchases - in Club

17.1

All purchases must be paid for in full on the date of purchase.

17.2

Negative balances are not permitted to the Club under any circumstances.

17.3

Members may purchase credit for their in-Club account. All credit must be applied to a Members account in advance to ensure money is available for purchases at short notice. This facility enables Members to purchase goods and services throughout the Club without having to carry cash or credit cards.

17.4

On termination of membership we will contact you to discuss any credit balance on your account.

17.5

Members should refer to the Club returns policy* when returning clothing or accessories.

17.6

Members can request an electronic or physical receipt on purchasing goods and services, which must be kept for personal records.

18. Club opening times

18.1

Details of operating hours and availability of facilities may vary from time to time. The Club will give notice of any significant variations to its Members. Normal hours of operation can be obtained upon request or from the Club’s reception.

18.2

The company reserves the right to vary these opening times. In addition, Healthhaus has the right at any time to close any or all the facilities for the purpose of cleaning, building, decorating, maintenance, or special functions. During bank and public holidays special hours apply. These can be obtained from the Club’s reception.

18.3

Anyone using the facilities, which includes the shower rooms and changing facilities, must ensure they leave the club before the closing time.

19. Class bookings

19.1

Advance bookings may be made for certain classes at the Club depending on the membership package. In some circumstances there may be a booking fee*. All bookings must be confirmed on arrival at Reception.

19.2

Class bookings must be paid before use of the relevant facility. No-show penalties will be charged when the Club does not receive notice of cancellation at least 2 hours prior to the booked time.*

20. Fitness services

20.1

All personal training and other associated services are controlled by the Club and should be arranged with its knowledge and consent. Personal training is undertaken by qualified and registered Personal Trainers appointed by the Club and no other personal training is permitted.

20.2

All personal training and other associated service fees* must be paid to the Club and not to the Personal Trainer.

21. Dress

21.1

Members and guests are requested to wear a discreet form of exercise clothing appropriate to the type of exercise being carried out.

21.2

In the gym and exercise studios clean, non-marking soled and closed toe shoes should be worn.

21.3

Clean and dry clothing must be worn in all social areas.

22. Members’ Guests

22.1

Members may pay* for a Guest to visit the Club. Guests must be over the age of 18 years.

22.2

Guest visits must be booked via the reception and paid for in advance.

22.3

Limited numbers of guest passes are available each day. The Club reserves the right to refuse admission and/or limit guest visits to certain times, depending on availability. Please note that guest passes and Milon guest inductions are subject to availability, therefore we recommend booking early.

22.4

A guest visit includes general Milon, gym use and MyRide® virtual.

22.5

If your guest has never used Milon or has not used it in the past 6 months, an induction must be booked to take place on the same day as the guest pass.

22.6

Classes must be paid for separately, at the time if booking, at our standard class rate*

22.7

Members’ Guests must complete a pre-exercise questionnaire at Reception on arrival on their visit to the Club and must comply with the Club’s dress and sweat towel policy.

22.8

Members are responsible for ensuring that their guest returns their loan membership card and will be charged the standard replacement card fee* if the card is not returned.

22.9

Guest visits to Ayush Wellness Spa must be arranged in advance, directly with Ayush Wellness Spa. Hotel de France day pass rates will apply.

23. Use of Ayush Wellness Spa ("Ayush")

23.1

Ayush is controlled and managed by the Hotel de France. Healthhaus shall accept no liability for loss or damage to property of Members or Guests on Ayush premises, nor shall it accept any liability for any accident or injury to or illness of Members or Guests that may happen on Ayush premises.

23.2

Where membership of Ayush is included, Members using these facilities must adhere to Ayush terms and conditions of membership below:

23.3

Membership is for yourself only and does not include access for babies, children or guests. Should you wish to bring your baby, child or another guest to Ayush, you must arrange this in advance, directly with Ayush. Hotel de France day pass rates will apply.

23.4

Children’s Policy:

23.4.1

Children under 16 are permitted only until 6.00pm daily and must be accompanied by a responsible adult (ratio: 1 adult per max. 2 children).

23.4.2

Children under 16 are not permitted to use the Jacuzzi, Sauna, or Steam Room.

23.4.3

The spa is an adult-only area after 6.00pm.

23.5

Ayush changing facilities should only be used if using Ayush pool and spa facilities.

23.6

Do not use the Sauna, Steam, Jacuzzi, or Hot/Cold Pools without your GP’s consent if you have: Heart conditions, high/low blood pressure, diabetes, epilepsy, or any condition affected by extreme temperatures.

23.7

Pregnancy: Sauna, Steam, Jacuzzi, and hot pools are not recommended.

23.8

All heat experiences are used at your own risk. By signing in, you accept full responsibility.

23.9

Please shower before and after using pools, steam and sauna for health & hygiene purposes.

23.10

No diving, jumping, splashing, snorkels, inflatables, or ball games.

23.11

No food, alcohol, or glassware permitted in spa areas. Entry will be denied if under the influence of alcohol/drugs.

23.12

Smoking and tobacco use are strictly prohibited inside the facility. Please use designated outside areas.

23.13

Firearms and weapons are prohibited.

23.14

In case of emergency, follow signage to the designated assembly point.

23.15

Hotel de France and Ayush Wellness Spa cannot accept liability for loss, damage, or injury to persons or property while using spa facilities.

24. Member Complaint Procedure

24.1

We know we are not always perfect, and we understand that how we handle a complaint can be the difference between you continuing to live happily ever after with us, or not. We aim to do the right thing and get the fairest possible outcome for you, our members, and Healthhaus. Our Complaints Policy is designed to enable you to speak with the most relevant contacts, within a reasonable time frame, to achieve the agreeable resolution. We are always here to listen, understand and work with you to resolve your complaint.

24.2

How you can complain

24.2.1

In Club: If you are unhappy during a visit to the club, we hope that we create an environment where you feel comfortable raising your concerns to the club team on the day. Please ask to speak to our Member Experience Manager or Duty Manager and outline your complaint. The team member will aim to resolve your complaint at the time.

If no resolution is gained at the time, your complaint will be escalated to the General Manager who will either speak to you at the time or will contact you at the earliest opportunity to discuss your concerns.

24.2.2

Over the Phone: If you do not wish to speak with our Member Experience Manager or Duty Manager at the time, please call our reception team on 01534 614800 and ask to speak to our Member Experience Manager or Duty Manager.

24.2.3

Electronic Communication: Alternatively, please email memberexperience@healthhaus.co.uk and your concerns will be forwarded to the relevant member of our management team for consideration.

24.3

What we’ll do and when. If we are not able to resolve the matter at the time, the Duty Manager will carry out an investigation, reviewing all communication and speaking with relevant members of the team. Once their investigation is complete, they will contact you, to discuss a proposed resolution/outcome. We will aim to resolve this for you, within 7 days.

24.4

What to do if you are not happy with the Resolution/Outcome: If you are unhappy with the resolution provided, please email the General Manager to request that they escalate the matter to the Healthhaus Directors.

25. General terms

25.1

We will do our best to resolve any disputes over our terms and conditions. If you wish to take court proceedings against us you must do so within Jersey. Relevant Jersey law will apply.

25.2

If any part of this agreement is disallowed or found to be ineffective by any court or regulator, the other provisions shall continue to apply

*Current fees, subscriptions and policies can be found at: www.healthhaus.co.uk/account