BUENA VIDA HEALTH & FITNESS
GENERAL TERMS & CONDITIONS
The following terms & conditions relate to any bookings, cancellations & purchases made either at a class, on this website, through MindBody Online or through the Mindbody mobile app, through our own branded mobile app or via Facebook, phone, text or email.
By making a booking and/or purchase with Buena Vida Health & Fitness, regardless of how you booked or paid for the class,
you accept and agree to be bound by and comply with these terms & conditions.
~There are many ways to book a class with us. You can book by phone, text, email, through our website, via our mobile app, through one of our Facebook pages or in person at a class.
~ You can choose to book single classes individually or you can make a block booking for multiple classes, roughly up to a month at a time. You do not have to pay for all classes at the time of booking, including block-bookings.
~ You can pay, at any time, for single & multiple classes and you don’t necessarily need to pay for all booked classes, at the time of booking . However, any bookings that are made within 48 hours of the start of the class will only be secured once they are paid for. Which is done automatically for BV EXTRA members and for those with enough sessions available on BV PLUS or a class pass.
~ Booking is strongly recommended to avoid disappointment. Due to health & safety, as well as customer care, we have a maximum capacity for each class. Therefore if you turn up to a class that’s full, without having booked, you will not be able to participate in the class on that occasion.
~ Once you have booked a class, or have confirmed your place from a waiting list, you are committed to paying for that class unless you cancel at least 6 hours before the start of the class.
If you receive a place from a waiting list within 48 hours of the class then your place will remain secure, even if you haven’t paid in advance. If you haven’t confirmed your place at a class, you won’t be committed to paying if you can no longer attend the class, regardless of whether enough notice was given to cancel. Please be aware that if you received a place more than 48 hours before the class and have not yet confirmed, you may lose your place to someone else.
~ If you do not get a place from a waiting list but have made a payment for that class, you can either request a full refund or we’ll automatically make your payment available on your account for the next class that you book/attend.
~ Any unpaid bookings will be secure for up to 48 hours prior to the start of the class. If you have any unpaid bookings remaining within 48 hours of the start of a class, you risk losing your place to someone on a waiting list. In the event of unpaid bookings where there is a waiting list, the most recent unpaid booking will be replaced with the first person on the waiting list and you will go onto the bottom of the waiting list instead.
~ You can easily secure your booking/s at any time by purchasing a valid price option either through our website or mobile app, in person or over the phone. You can purchase a \’single class\’ price option or pay for multiple classes with a class pass or class combo (class combos are valid only for 2 consecutive classes that take place on the same date at the same venue).If you currently have an active class pass at the time of booking, this will be used to pay for and secure any classes you have booked until the pass runs out or expires.If you have a BV EXTRA membership then ALL of your classes are automatically paid for & secured, unless specifically stated otherwise, such as a special one-off event or in the case of excessive \’no-shows\’ or late cancellations.If you have a BV PLUS membership, then 1 class per week is automatically paid for & secured, so any additional classes within the same week must be paid for with a \’bolt on\’ price option and will only be secured once payment is made.If you have an active class pass, then this will be used to pay for any classes you have booked until the pass runs out or expires.~ When booking online, you can either select book now and pay later which allows you to pay at a later date either online, via the app, over the phone or at a class or you can select Book and pay now. (If you pay monthly, have an active class pass or have already paid in advance for a class, then select ‘book and pay later’, and we’ll attach the relevant payment to the class on the day of the class – just in case you book any other classes inbetween or get a place from the waiting list). You are not required to have a membership with us to book and attend classes/events, unless otherwise stated.
Members who pay monthly can request automatic booking for upto 3 classes per week, which will be booked for up to a year at a time, subject to availability. If there are no available spaces for an auto-booking then you will be placed on a waiting list until the first available class and then you will be block-booked for the remainder of the year from the date of the first available class. If you cancel your monthly membership then all classes that have been automatically booked for the year will be cancelled, excluding the current month. You will then have to manually book any subsequent classes. If you freeze your membership, your place will still remain booked in for the year.
Paying for classes:
~ There are currently 4 payments options available. All ‘Pay as you go’ price options can be paid for by Cash, Cheque or Debit/Credit card and all ‘pay monthly’ price options are paid via direct debit only.
We currently have 4 price options available:
~ Pay as you Go’ – single classes = pay for individual classes with a ‘Single Class’ Price option. You can purchase more than one of these at a time but each are valid for one class only.
~ Pay as you go – Class Passes = you can purchase a 5 or 10 class pass. A 5 class pass is valid for 4 months and a 10 class pass is valid 6 months. If you know you’re going to be away or on holiday, or if you’ve been ill, you will need to notify a member of the admin team so that your class pass can be extended accordingly.
~ Pay monthly – BV PLUS = pay one fixed monthly fee valid for upto 5 classes per month. Any additional classes attended within the same month will be need to be paid for by purchasing a single class price option or class pass for each additional class attended. There is no refund if no classes are attended within a month. If you are likely to be missing 2 or more classes within a month, you can freeze your membership for £2 for that month. You must give at least 7 days notice of the 1st of the month to freeze or cancel your membership.
~ Pay monthly – BV EXTRA = pay one fixed monthly fee for unlimited classes. If you are likely to be missing 2 or more week’s worth of classes within a month, you can freeze your membership for £5 for that month. You must give at least 7 days notice of the 1st of the month to freeze or cancel your membership.
Paying for individual classes:
~ All ‘pay as you go’ price options paid for via the website, app, or over the phone can only be paid for by debit/credit card.
~ All ‘pay as you go’ price options paid for in person at a class can be paid for via cash, cheque, debit/credit card.
~ The default expiry date for any single class price option is 12 months, however there is no real expiry date for single class price options so if you have bought a single class price option, this can be used any time for any class, unless otherwise stated.
~ The non-member price for a single session is £7.00 before any discount is applied. In order to receive the member price, a one-off fee for lifetime membership must be purchased. Lifetime Membership can be purchased along with a single price option or in person at any class. Alternatively, you can get free lifetime membership with a class pass or monthly membership.
Purchasing a Class Pass:
Class passes allow you to pay for multiple classes within 1 purchase.
There are 2 options available, a 5 class pass and a 10 class pass. These classes do not have to be attended consecutively but they do have an expiry date from the date of the first visit.
~ 5 class passes are valid for any 5 classes. This pass expires after 4 months from the date of the first visit made using the class pass.
~ 10 class passes are valid for any 10 classes. This pass will expire after 6 months from the date of the first visit made using the class pass.
~ If you have to miss a few classes whilst you have an active class pass, due to holiday, illness or injury etc, then you will need to notify us as soon as possible so that we can extend your class pass accordingly. If we are not notified in advance then, except in extenuating circumstances, the pass will expire once it has passed its expiry date and any unused classes will be forfeited.
~ All class passes & monthly memberships include FREE lifetime membership. If you purchase a class pass or upgrade to a monthly membership within 1 month of paying a £3 membership fee, then we will refund this for you but you will need to request for this to be credited back to your account.
~ Both ‘pay monthly’ membership options are paid by direct debit only. This payment will always be debited from your account on or around the 1st of every month. This will be a fixed monthly fee every month, regardless of how many times you attend in any given month, until your direct debit is cancelled by you or us.
~ There is no minimum contract, you can choose to cancel your membership at any time. However, we do require notice of at least 7 working days prior to the 1st of the month you wish to cancel or freeze a membership, to allow us enough time to cancel/change your direct debit before the next payment is submitted.
~ BV PLUS includes 5 classes per month. If you choose to attend more than 5 classes within the same month, you will need to pay for either a single class price option or a class pass.
~ BV EXTRA allows the attendance of unlimited classes. Unless otherwise stated, all classes run by Buena Vida Health & Fitness are included in your membership and there is no limit as to how many times you can attend these classes. Special one-off classes/events may be subject to an additional fee.
~ The price of your ‘pay monthly’ membership, from its start date, will be protected against any future price increases, unless your monthly membership is cancelled by you or us or unless you downgrade to another membership. Any frozen memberships will also be protected against any price increases so that when it is re-activated, the monthly fee paid will remain the same as it was before the membership was frozen.
~ If your monthly membership start date is before the 1st of the month then a one-off pro-rata payment will be taken, via direct debit, to cover you until the end of that month. A pro-rata amount can only be taken once the direct debit has been authorised. If you cancel your monthly membership after the requested start date but before a pro-rata or direct debit payment has been made, then you will be required to pay for any outstanding classes via one of the ‘pay as you go’ options.
~ ‘pay monthly’ memberships can be frozen if it is likely that you’re going to miss more than a couple of weeks in any given month. The minimum time a monthly membership can be frozen for is 1 calendar month. There is no maximum length of time that a membership can be frozen for
~ The monthly fee to freeze your membership is £2 per month for BV PLUS members and £5 per month for BV EXTRA members
~ You must give us at least 7 working days’ notice if you wish to freeze your membership to allow us to change it before the fee is due to be debited from your account
~ If you wish to attend any classes during a frozen month, you can pay a bolt-on price per class of £4.50 (£3.50 concession) per class.
~ ‘Pay Monthly’ memberships include free lifetime membership. If you become a ‘pay monthly’ member within 1 month of paying the £3 membership fee, this can be refunded to you but you will need to request for this to be be deducted from your next monthly payment.
~ ‘Pay monthly’ membership can easily be set up by yourself online via the prices page. Alternatively, you can request us to send you a link via email for you to authorise the direct debit.
~ You will not be charged any additional amount for any late cancellations or ‘no-shows’ but you will also not receive any discount to your monthly membership for any classes that you do not attend. If you ‘late cancel’ or do not show up on an excessive number of occasions, you may lose your automatic booking priority and will therefore have to book each class manually, which is bookable for up to 1 month at a time.
~ Loyalty cards are issued to all members, regardless of what membership type you have. You can collect a stamp on your loyalty card for every class you attend with us. Each stamp is worth 5 points and a full card is worth 50 points.
~ Every loyalty card is valid for 3 months. If you have not completed a loyalty card before its expiry date, you will not be able to use that card for a free class (\’pay as you go\’ members only) but you can transfer the points to a new card to use for discounts in the BV Shop.
~ Stamps collected by BV EXTRA members is capped at a maximum of 3 stamps per week. This does not affect the number of classes you can attend as a BV EXTRA member but regardless of how many classes you attend within 1 week, you can only collect a maximum of 3 stamps per week.
~ ‘Pay As You Go’ members (including those with class passes) can redeem a free class with a full valid loyalty card or you can choose to save up the points instead, which is 50 points per card.
~ BV PLUS members can redeem 1 free loyalty month every time 150 points are collected. The expiry of the loyalty card is not affected unless your direct debit is cancelled. However, you will not be able to redeem your 15% discount at Kudos Beauty Clinic if your loyalty card has expired.
~ BV EXTRA members can redeem 1 free loyary month every time 400 points are collected. The expiry of the loyalty card is not affected unless your direct debit is cancelled. However, you will not be able to redeem your 15% discount at Kudos Beauty Clinic if your loyalty card has expired.
~ All members can use a valid loyalty card to receive a 15% discount on beauty treatments at Kudos Beauty Clinic, subject their own terms & conditions for treatments. Your loyalty card must be in date and must be presented when paying for your treatment/s at Kudos Beauty Clinic. It is advised to mention your 15% loyalty discount at the time of booking.
~ For a class that is being paid for by a loyalty card, you cannot do this online. To use a loyalty card for a class, you must notify us that you wish to use a full loyalty card for your next class and if you are on the ‘self-sign in’ sheet, you must write LC next to your name on the sheet and give us your full loyalty card.
~ Concession prices are only available to members. You cannot receive a concession if you pay for a class as a non-member. The following people are eligible for concession prices – Students, Emergency Services staff (NHS/Police/Fire), those aged 60+, those in receipt of benefits and carers (if you are receiving carer’s allowance) .
~ You may only select a concession price option if you meet one of the eligibility criteria above and you must bring proof of concession to your first class.
~ If you become eligible for a concession at a later date you must bring proof at the next class that you attend. If you are no longer eligible for concession, you must inform us of this
~ If you don’t show us proof of concession then you will not be able to receive the concession membership and you will have to pay the normal member price.
~ If you are unable to attend a class/event that you have booked for then you must cancel with at least 6 hours’ notice prior to the start of the class to avoid being charged for that class.
~ If you have given the required notice to cancel and have pre-paid in advance for the class (‘pay as you go’ members only), then you will receive credit to your to your account to use that price option for another class. For a full cash/card refund, a minimum of 24 hours’ notice is required. There is no late cancellation/no-show charge per class for ‘pay monthly’ members, as you pay a fixed monthly fee, however you do still need to give as much notice as possible if you can no longer attend, to enable us to give that place to someone who may be on a waiting list. If a monthly member has too many no-shows or late cancels within a month then autobooking for that class may be forfeited for that class.
~ If you cancel after the 6-hour notice period, your cancellation will be classed as a ‘late cancellation’ and you will be charged for the class. If you do not show up for a class that you have booked and you don’t give any notice at all, it will be classed as a ‘no-show’.
~ All ‘late-cancellations’ and ‘no-shows’ must be paid for if you are a ‘pay as you go’ member. If you have pre-paid for a class that you ‘late cancel’ or are a ‘no-show’ for then that payment will be automatically used to pay for that class.
~ If you have booked but chosen to pay at the class then you will be charged for any ‘no-shows’ or ‘late cancellations’ upon your next visit with us.
~ If you have chosen to keep your billing information stored on our system then this will be used to charge you for the class you have ‘late cancelled’ or not attended. This will charge will be made 7 days after the class and you will be notified before the payment is taken. (This does not apply to ‘pay monthly’ members).
~ If you have a genuine reason for not being able to give the required notice then you must contact us within 7 days of the class that you didn’t attend to explain your reason for the ‘no-show’ or late cancellation. It will be at our sole discretion whether or not the charge for the class is waived.
~ You must give at least 7 working days’ notice to cancel or freeze any ‘pay monthly’ memberships.
~ In the event that we have to cancel a class, for circumstances such as inclement weather or instructor illness, then you will be exempt from the cancellation terms as set out in this policy and if you have bought a ‘pay as you go’ price option then you will be credited/refunded accordingly for any cancellations made by us. If you are BV PLUS member, a pro-rata discount will be deducted from the next available month’s payment. (This does not apply to BV EXTRA Members).
Products & services bought online or in class
If a product you purchased from us has not yet been posted or given to you then you can cancel your order for a full refund. By purchasing a product or service from Buena Vida Health & Fitness, either online or at the class, you accept and agree with the terms & conditions in our return & refund policy.
Payment for Products & Services
All Debit/Credit Cards will be processed in British pounds (sterling) at the time of payment. Buena Vida Health & Fitness is not responsible for any fees, charges, exchange rates or additional charges levied by individual financial institutions or Credit Card companies.
Return & Refund Policy
~ You have 14 days to return an item from the date you received it for any products purchased from Buena Vida Health & Fitness.
~ To be eligible for a return, your item must be unopened, unused and in the same condition that you received it:
~ Your item must be in the original packaging.
~ Your item must not have been used/damaged.
~ Your item needs to have the receipt or proof of purchase.
~ Products which are defective or have been damaged before arrival to you may be returned immediately for exchange and will not incur any return shipping costs.
You will be responsible for paying for your own shipping costs for returning your item/s by post. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. To avoid return shipping costs, you can return your item/s to us in person at our main office or at one of our classes.
Refunds for products
~ Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
~ If your return is approved, we will initiate a refund to your debit/credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer\’s policies.
If you have any questions about how to return your item to us, then please contact us
We do offer refunds for sale items. You will be refunded the amount that the item was sold to you for, providing you meeting the conditions of eligibility for the refund.
How To Return Your Item
Items can be returned to us at one of our class venues during a time that one of our classes is being held at that venue. You can also send your returns to our head office at:
Buena Vida Health & Fitness Head Office. Room 9, Woodthorpe House, Mansfield Road. Nottingham. NG5 3FN
Refunds for classes/events
~ For all refunds and account credit relating to cancelled classes/events, please refer to our cancellation policy.
~ We offer a 100% money-back guarantee for your first class with us. If you do not enjoy the class or are not satisfied with the service we have provided then you can have a full refund for all that you have paid for in relation to that class/event, including any membership fees or monthly payments. This money-back guarantee is available upto the end of your first class with us.
Information we collect
2. We will collect your personal data if it is directly provided to us by you, the user (e.g. your name, contact details, date of birth) and therefore has been provided with your consent. Normally you will only provide such details if you make an enquiry with us, attend our classes, purchase a product from us or participate in a survey or market research for us. We also use analytical and statistical tools that monitor details of your visits to our website and the resources that you access, including, but not limited to, traffic data, location data, weblogs and other communication data (but this data will not identify you personally).
3. Your payment information (e.g. debit/credit card/bank details) provided when you make a purchase from Buena Vida Health & Fitness is not received or stored by us. That information is processed securely and privately by the third party payment processors that we use and is immediately encrypted as soon as it is entered into the software we use. All software we use to process payment information is fully PCI compliant. Buena Vida Health & Fitness does not have access to any of your payment information at any time other than to enter the information into the software at the time that it is provided by you. We may share your personal data with our payment processors, but only for the purpose of completing the relevant payment transaction. Such payment processors are banned from using your personal data, except to provide these necessary payment services to us, and they are required to maintain the confidentiality of your personal data and payment information.
Use, storage and disclosure of your information
4. We may hold and process this personal data in accordance with GDPR and, with your consent, send you information, news, updates, promotions & newsletters by text, post & email from time to time. We will not transfer, share, sell, rent or lease your personal data to any third parties, other than those we use to provide the services we offer.
5. The information that we collect and store relating to you is primarily used to enable us to provide our services to you. In addition, we may use the information for the following purposes:
5.1 To provide you with information requested from us, relating to our products or services. To provide information on other products which we feel may be of interest to you, where you have consented to receive such information;
5.2 To meet our contractual commitments to you;
5.3 To notify you about any changes to our website, such as improvements or service/product changes, that may affect our service;
5.4 If you are an existing customer, we may contact you with information about goods and services similar to those which were the subject of a previous sale to you;
5.5 Further, we may use your data so that you can be provided with information about unrelated goods and services which we consider may be of interest to you. We may contact you about these goods and services by any of the methods that you consented to at the time your information was collected;
5.6 If you are a new customer, we will only contact you when you have provided consent and only by those means for which you provided consent; and
5.7 To assist fraud protection and minimise credit risk.
6. If you do not want us to use your data for our use, you will have the opportunity to withhold your consent to this when you provide your details to us on the form on which we collect your data, or can do so by sending us an email to firstname.lastname@example.org at any time.
7. Please be advised that we do not reveal information about identifiable individuals to our advertisers but we may, on occasion, provide them with aggregate statistical information about our visitors.
9. We do not use or disclose sensitive personal data, such as race, religion, or political affiliations, without your explicit consent.
10. We may disclose your personal data outside of our group:
(a) in the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets; and
11. Otherwise, we will process, disclose or share your personal data only if required to do so by law or in the good faith belief that such action is necessary to comply with legal requirements or legal process served on us or the website.
12. You have the right to erasure of all or any of your personal data at any time by contacting us at email@example.com.
13. The transmission of information via the Internet or email is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of data while you are transmitting it to our site; any such transmission is at your own risk. Once we have received your personal data, we will use strict procedures and security features to try to prevent unauthorised access.
14. Where we have given you (or where you have chosen) a password so that you can access certain parts of our site, you are responsible for keeping this password confidential. You should choose a password it is not easy for someone to guess.
Third party links
15. You might find links to third party websites on our website. These websites should have their own privacy policies, which you should check. We do not accept any responsibility or liability for their policies whatsoever as we have no control over them.
16. On occasion, we may gather information about your computer for our services and to provide statistical information regarding the use of our website to our advertisers. Such information will not identify you personally – it is statistical data about our visitors and their use of our site. This statistical data does not identify any personal details whatsoever. Similarly to the above, we may gather information about your general Internet use by using a cookie file. Where used, these cookies are downloaded to your computer automatically. This cookie file is stored on the hard drive of your computer, as cookies contain information that is transferred to your computer’s hard drive. They help us to improve our website and the service that we provide to you. All computers have the ability to decline cookies. This can be done by activating the setting on your browser which enables you to decline the cookies. Please note that should you choose to decline cookies, you may be unable to access particular parts of our website.
Access to information
17. The Data Protection Act 1998 and General Data Protection Regulation gives you the right to access information held about you by us at any time. This right can be exercised by you in accordance with the Act – an access request will be subject to a fee of £10 towards our costs of complying with your request for the information we hold about you. Should you wish to receive details that we hold about you, please contact us using the contact details below.
Changes to this policy
Version: January 2019