Our Policies, Terms & Conditions

BUENA VIDA HEALTH & FITNESS

Booking Policy
Cancellation Policy
Class Payment Policy
Loyalty Rewards & Discounts Scheme
Products & Services
Returns & Refunds Policy
Privacy Policy

GENERAL TERMS & CONDITIONS
The following terms & conditions relate to any bookings, cancellations & purchases made with Buena Vida Health & Fitness, regardless of how you booked or paid for the service or product. By making a booking and/or purchase with Buena Vida Health & Fitness, you accept and agree to be bound by and comply with the terms & conditions below.

BOOKING POLICY:

Booking Methods: You can book classes yourself online or request a booking offline from the BV admin team.
– Online Methods: Website or the BV Mobile App
– Offline Methods: Phone, text, email or Facebook message or at a class.

Booking Types:
– Single Booking: Individually booked classes, one at a time
– Block-Booking: A booking of several consecutive dates of the same class, same day & same time for a specified date range
– Auto-Booking: An ongoing recurring booking of the same class, same day, same time with no end date (Monthly Members only).

Advance Bookings: All advance bookings, whether paid in advance or not, are subject to the cancellation policy below. Any booking you make will have a 2-hour grace period, so if you book a class outside of the cancellation window that you can no longer attend, you must cancel it within 2 hours of making the booking to avoid being charged for a late cancellation.

Unpaid Bookings: All unpaid bookings are provisional. Therefore, if there is a waiting list for a class you are booked onto and you have not paid in advance to secure it, you risk losing your booking to someone on the waiting list, if it remains unpaid within 48 hours prior to the start of the class.
In the event that a class has multiple unpaid bookings, and has a waiting list, the most recent unpaid booking will be taken out of the class and added to the bottom of the waiting list.

Waiting List (or Wait List): If a class is full, you can book onto the waiting list instead, which we highly recommend due to the number of cancellations we regularly get for each class. Anyone placed on the waiting list will be added in order of time of booking.
If you receive a message that a spot has opened up to you from the waiting list, you must confirm that you want the spot within 24 hours, otherwise your spot will go to the next person on the waiting list.

CANCELLATION POLICY:

Cancellation Window: We require at least 8 hours’ notice for all classes unless stated otherwise.

Early Cancellations:
‘PAY AS YOU GO’ & CLASS PASSES: If you cancel at least 8 hours before a class that you have booked, you will NOT be charged for it. If you have pre-paid for the class, this will be credited back to your account to be used for another class. If you have given more than 24 hours’ notice to cancel, you can request a full refund for the individual class that you cancelled.
BV PLUS MEMBERS: If you cancel at least 8 hours before a class that you have booked, the session will be added back to your ‘5 classes per month’ allowance. If the class booked is in excess of the ‘5 classes per month’ allowance, then you will NOT be charged for the class and any pre-payment will be credited back to your account to use for another class. If you have given more than 24 hours’ notice to cancel, and it is not part of your ‘5 per month’ allowance, you can request a full refund for the individual class that you cancelled.
BV EXTRA MEMBERS: Because access to classes is unlimited for this monthly membership, there is no refund or account credit for early cancellations of classes you have booked.

Late Cancellations & ‘No-Shows’:
‘PAY AS YOU GO’ & CLASS PASSES: You will be charged in full for any late cancellations & ‘no-shows’. If you have pre-paid for the class or have an active class pass, this will be used to pay for the late-cancelled or unattended class. If you have not pre-paid then this will reflect on your account as a negative balance which will need to be paid either online, over the phone or at a class. If you fail to pay for ‘no-shows’ or late cancellations, you may lose short-term access to online booking until the balance is paid.
BV PLUS: Any late cancellations or ‘no-shows’ will be deducted from your ‘5 classes per month’ allowance. If the class you have booked is in excess of the ‘5 classes per month’ allowance, then the same policy as for ‘BV BASIC’ members will apply (see above).
BV EXTRA: Because access to classes is unlimited for this monthly membership, there is no additional charge for individual ‘no-shows’ or late cancellations. However, If you have more than 3 ‘no-shows’ or late cancellations within 1 calendar month, you will be billed £2.00 per class for each additional ‘no-shows’ or late-cancellation that exceeds the allowance of 3 per calendar month. This will be billed using your stored debit/credit card before the end of the following calendar month.

Exceptional Circumstances: We understand and appreciate that circumstances sometimes occur outside of your control. For this reason, we will allow the following for ‘no-shows’ and late cancellations.
– If you have a genuine reason for not being able to give the required cancellation notice, you must contact us no later than 7 days after the date of the class with an explanation of why you couldn’t give the required notice.
– At our sole discretion, depending on the nature of the reason given, we will refund or credit back to your account the amount of that individual class back to your account.
– You are allowed up to 3 exceptional circumstances per month. Any ‘no-shows’ or late cancellations that exceed the 3 per month, regardless of the reason why, will be treated as a ‘no-show’ or late cancellation and will be charged according to the cancellation policy above.

CLASS PAYMENT POLICY:

Payment Methods: You can book classes yourself online or request a booking offline from the BV admin team.
– Online Methods: Website or the BV Mobile App
– Offline Methods: Over the phone or at a class.

Payment Types:
– Debit/Credit Card: You can use this online, via the BV app, over the phone or at a class
– Automatically Billed Debit/Credit Card: This is the method used to take recurring payments on the 1st of each month for our BV PLUS & BV EXTRA Monthly Memberships.
– Account Payment: You can use this method online, over the phone or at a class. (Unless there’s already a positive balance on your account, this will create a negative account balance that will need to be paid separately).
– Cash: This method can only be used at a class.
– Cheque: This method can only be used at a class or sent by recorded delvery (we do not recommend sending a cheque by post and we do not accept any liability for the loss of any cheques sent by post).

Class Purchase Options:
NON-MEMBER DROP-IN: You can pay a drop-in rate for one individual class without becoming a member.
SPECIAL INTRO OFFERS: Introductory offers are available for new customers who have not yet used any of our services or purchased any of our products. These offers do not include membership. A purchas option with membership will need to be purchased at the end of an introductory offer to enable you to receive member discounts for classes.
‘PAY AS YOU GO’ (BV BASIC):
– You can ‘pay as you go’ for individual classes and still access the ‘BV BASIC’ member discount. Non-members will need to pay a one-off £3.00 BV Membership fee to gain access to this BV Membership.
– All single-class payments will expire after 12 months after the date of purchase, if unused.
The single-class purchase will pay for the next class you attend. However, if there are any unpaid classes, ‘no-shows’ or late cancellations on your account, the payment will be used to pay for this first.
CLASS PASSES (BV BASIC):
– Multiple sessions can be bought upfront for a cheaper rate per class, compared to single-class purchase options
– If you have a valid class pass on your account, the sessions included will be deducted as you attend an eligible class, providing there are enough sessions remaining on the class pass to pay for an upcoming session. However, if there are any unpaid classes, ‘no-shows’ or late cancellations on your account, any sessions on the class pass will be used to pay for this first.
– 5-Class Passes expire after 4 months and 10-Class Passes expire after 6 months, from the date of the first associated visit.
-When a class pass expires, any remaining unused sessions will be forfeited.
5 CLASSES / per month (BV PLUS – Monthly Membership):
– This is a recurring monthly membership, which will be automatically billed and activated on the 1st of every month.
– 5 sessions are included each month, for as long as your BV PLUS Memberhip remains active, for a fixed monthly fee. Any additional sessions, exceeding the ‘5 per month’ allowance, will incur an additional fee, which will need to be paid for as a single class payment or with a class pass.
– BV PLUS membership is a rolling month-to-month recurring payment. Any unused sessions at the end of the current calendar month will be forfeited. There is no rollover for unused sessions.
– The sessions included in your BV PLUS membership will be deducted as you attend an eligible class, providing there are enough sessions remaining of your ‘5 per month’ allowance to pay for an upcoming session. However, if there are any unpaid classes, ‘no-shows’ or late cancellations on your account, any sessions within your allowance will be used to pay for this first.
– If you have frozen your BV PLUS membership, any clases you attend during that calendar month will need to be paid for separately as a single class payment or with a class pass.
Please refer to the ‘Monthly Membership’ Policy for specific terms & conditions for this payment type.
UNLIMITED CLASSES / per month (BV EXTRA – Monthly Membership):
– This is a recurring monthly membership, which will be automatically billed and activated on the 1st of every month.
– It allows unlimited access to all eligible classes, for as long as your BV EXTRA Membership remains active, for a fixed monthly fee (some exceptions may apply and may incur an additional fee).
– BV EXTRA membership is a rolling month-to-month recurring payment. As this is an unlimited monthly membership, there is no rollover for unattended classes within any calendar month.
– The sessions included in your BV EXTRA membership will be deducted as you attend an eligible class.
– Any previous unpaid classes, ‘no-shows’ or late cancellations will need to be paid for separately as a single class payment or with a class pass.
– If you have frozen your BV EXTRA membership, any clases you attend during that calendar month will need to be paid for separately as a single class payment or with a class pass.
Please refer to the ‘Monthly Membership’ Policy for specific terms & conditions for this payment type.

Free Loyalty Sessions:
‘PAY AS YOU GO’ & CLASS PASSES: You can claim a free class with a full loyalty card as long as it has not expired, unless you have chosen to save your points instead for discounts in the BV shop. This can only be done at a class. Free loyalty classes cannot be redeemed online and the full loyalty card must be presented at the class to receive that class for free. Any pre-paid sessions initially reconciled for a class that is redeemed as free loyalty class, will be credited back to your account to be used for another class.
BV PLUS: You can claim a free month each time you accrue 150 points, unless you choose to use your points for discount in the BV shop.
BV EXTRA: You can claim a free month each time you accrue 400 points, unless you choose to use your points for discount in the BV shop.

Concession Discounts:
– Who can get it?: Concession discount is available to eligible members only. Non-members must purchase an option that includes concession membership to access the concession discount.
– Eligibility Criteria: Anyone aged 60+, Students, Emergency Services Staff (NHS/Police/Fire+Rescue), Receiving Benefits, Carers (Carer’s must be either receiving carer’s allowance or be accompanying a class participant in an official carer capacity)
– Proof required:
– Proof of concession is required when you first become a concession member. This must be brought to a class as soon as possible.
– Failure to provide proof of concession may result in you losing concession member status.
– Proof is not required for every class you attend but it may be asked for again periodically.
– If you are no longer eligible for a concession discount, you must inform us of this so that we can change your member status to non-concession.

LOYALTY REWARDS & DISCOUNTS SCHEME:

Who is eligible?:
The loyalty rewards scheme is for BV Members only. You must be either a ‘BV BASIC’, ‘BV PLUS’ or ‘BV EXTRA’ member to receive loyalty rewards & discount.

Loyalty Cards:
New members will receive a ‘Welcome’ pack, which will include a loyalty card. You will need to bring the loyalty card with you to every eligible class you attend to receive a stamp for that class. Unredeemed loyalty cards will expire after 4 months from date of issue (the expiry date can be found on the top right of your loyalty card).

Stamps & Points:
‘PAY AS YOU GO’ & CLASS PASSES: For every eligible class attended, a stamp & date will be put on your loyalty card. You can choose to redeem a full loyalty card for a free class (this will be the next class you attend after filling your loyalty card) or you can continue to save your points to redeem later for discounts in the BV Shop.
BV PLUS:
– For every eligible class attended, a stamp & date will be put on your loyalty card.
– Once a card is full, 50 points will automatically be added to your next loyalty card (points totals can be found in the top left of the loyalty card).
– Once 150 points are reached, you can either have the next available calendar month free or continue to save up points to redeem later for discounts in the BV Shop.
BV EXTRA:
– A stamp & date will be put on your loyalty card for up to 3 eligible classes you attend per week. This means that if you attend 4 classes within 1 calendar week (Monday to Sunday), you will still only receive 3 stamps on your loyalty card for that week.
– Once a card is full, 50 points will automatically be added to your next loyalty card (points totals can be found in the top left of the loyalty card).
– Once 400 points are reached, you can either have the next available calendar month free or continue to save up points to redeem later for discounts in the BV Shop.

Redeeming Points for Free Sessions or BV Shop Discounts:
– Points can be redeemed for free classes, free months or discoutns in the BV Shop. The maximum number of points that can be used to redeem a discount per transaction is 500 points, which equates to 50% off. The maximum transaction value before discount must be £60.00.
– The following points totals can be redeemed for a percentage discount off any eligible item in the BV Shop:
~ 50 points = 5% off
~ 100 points = 10% off
~ 150 points = 15% off
~ 200 points = 20% off
~ 250 points = 25% off
~ 300 points = 30% off
~ 350 points = 35% off
~ 400 points = 40% off
~ 450 points = 45% off
~ 500 points = 50% off
– To redeem points for a free month (BV PLUS or BV EXTRA), you will need to notify a member of the BV team that you wish to use your points for a free month, otherwise your loyalty card will just continue to accrue points.

15% Discount at Kudos Beauty Clinic:
– All BV Members can use a valid loyalty card at Kudos Beauty Clinic in Carlton, Nottingham to receive a 15% discount on eligible beauty treatments & products.
– Your loyalty card must be in date and must be presented when paying for your treatment at Kudos Beauty Clinic. We advise that you mention your 15% loyalty discount at the time of booking.
– The 15% discount is subject to Kudos Beauty Clinic’s own terms & conditions, please check this with them.
– It is advised to mention your 15% loyalty discount at the time of booking.

PRODUCTS & SERVICES BOUGHT ONLINE OR IN CLASS:

General: 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: 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:

Returns:
– If you purchase a product from Buena Vida Health & Fitness, you have 14 days from the date of purchase to return the item if it’s no longer wanted.
– To be eligible for a refund, your item must be unopened, unused and in the same condition that you received it:
~ It must be in its original packaging.
~ It must not have been used/damaged.
~ It must have the receipt or proof of purchase.

Defective or Damaged in Transit: 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.

Shipping: 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, any shipping costs 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 – 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.

Contact Us: If you have any questions about how to return your item to us, then please contact us

Sale Items: We do offer refunds for sale items. You will be refunded the amount that the item was sold to you for, providing you meet 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 or it can be sent to our mailing office at:
Buena Vida Health & Fitness
Sherwood Community Centre
Mansfield Road, Sherwood.
Nottingham. NG5 3FN

Refunds for Classes & Events:
– For all refunds & account credit relating to classes & events, please refer to the 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 must be claimed on the same day as the class you wish to be refunded for.

PRIVACY POLICY:
1. This privacy policy applies to our website at www.buenavidafitness.co.uk, any third party software or website we use as part of the service we offer at Buena Vida Health & Fitness and any offline data we collect from you or about you. We take your privacy very seriously. This policy covers the collection, processing and other use of personal data under the General Data Protection Regulation (GDPR), for which purpose the data controller is Buena Vida Health & Fitness. By using our website, our services, any third party software or website that we use to provide our services, or if you are an associate, partner, contractor or supplier for Buena Vida Health & Fitness, you consent to this policy. We are registered with the Information Commissioner’s Office for this purpose.

Information we collect:
2. We will collect your personal data if it is directly provided to us by you, the user, contractor, supplier, associate or partner, (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, use our services, purchase our products, participate in a survey or other market research, or if you are one of our suppliers or contractors. 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. Any payment information you provide (e.g. debit/credit card/bank details) for the purpose of using our services or purchasing our products, 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 third party software. We are PCI compliant and all software we use to process your payment information is fully PCI compliant as well. Buena Vida Health & Fitness does not have access to any of your debit/credit card 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.
If you are a supplier or contractor and you include your bank account details on any invoices you send, this will be processed and stored either online or filed away securely, in accordance with the data protection act and GDPR. Invoices will only be kept for as long as is necessary for our records.

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 or, if you are a contractor or supplier, for you to be able to provide your services to us. In addition, we may use the information for the following purposes:
5.1 To provide you with the 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 you;
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 or for a legitimate interest, and only by those means for which you provided consent; and
5.7 To assist with 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 any forms/contracts on which we collect your data, or can do so by sending us an email to support@buenavidafitness.co.uk at any time.

8. As part of the services offered to you, for example through our website, the information you provide to us may be transferred to and stored in countries outside of the European Economic Area (EEA) as we use remote website server hosts to provide the website and some aspects of our service, which may be based outside of the EEA, or use servers based outside of the EEA – this is generally the nature of data stored in “the Cloud”. It may also be processed by staff operating outside the EEA who work for one of our suppliers, e.g. our website server host, or third-party payment processors, or work for us when temporarily outside of the EEA. A transfer of your personal data may happen if any of our servers are located in a country outside of the EEA or one of our service providers is located in a country outside of the EEA. If we transfer or store your personal data outside the EEA in this way, we will take steps with the aim of ensuring that your privacy rights continue to be protected, as outlined in this privacy policy and in accordance with the Data Protection Act 1998 and GDPR. If you use our website, or any other online services, while you are outside the EEA, your personal data may be transferred outside the EEA in order to provide you with these services.

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
(b) if Buena Vida’s business is bought by a third party, in which case personal data held by it about its customers, suppliers & contractors will be one of the assets to transfer to the buyer. However, any such transfer will only be on terms that the confidentiality of your personal data is protected and that the terms of this privacy policy will continue to be complied with by the recipient.

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 the erasure of all or any of your personal data at any time by contacting us at support@buenavidafitness.co.uk.

Security:
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, or our third-party software, you are responsible for keeping this password confidential. You should choose a password that 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.

Use of cookies:
16. On occasion, we may gather information about your computer for our services, and to provide statistical information regarding the use of our website. 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 the 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
18. We may update these policies to reflect changes to the website and customer feedback. Please regularly review these policies to be informed of how we are protecting your personal data. We welcome any queries, comments or requests you may have regarding this Privacy Policy. Please do not hesitate to contact us at Buena Vida Health & Fitness, Sherwood Community Centre, Mansfield Road, Nottingham. NG5 3FN or support@buenavidafitness.co.uk.

 
Last Updated: May 2019