Membership Terms & Conditions

1. Contract Formation & Cooling-off

1.1 This contract is between you and your Home Club. It starts when you accept it either:

• Joining in-club, or

• Online, by ticking the declaration box.

1.2 If you signed up online and not in-club, you have a 14-day cooling-off period to cancel for any reason, unless you have already visited the Club.

• Your cooling-off period is void as soon as you have used the Club.

2. Membership Rights & Eligibility

2.1 You are entitled to the rights and privileges of your chosen membership category, provided:

• Your fees are paid on time, and

• Your payment method is set up successfully.

2.2 Your membership is personal to you and is non-transferable and must not be shared.

2.3 To join, you must be at least 16 years old. Home Clubs may allow 16- and 17-year-olds to join both online and in-club.

2.4 Cloud Nine operates a women-only facility; we may ask for proof of gender.

2.5 We reserve the right to reject any application without giving reasons.

3. Membership Categories & Changes

3.1 We offer various membership categories. Your choice determines your fees and any facility restrictions.

3.2 You may switch categories by giving 30 days' written notice unless you have opted for a 12 month contract.

4. Fees & Payments

4.1 Joining Fee & Induction

• A one-off joining fee covers administration and includes one induction session.

4.2 First Payment

• Collected by card at sign-up.

4.3 Ongoing Fees

• Collected every 4 weeks from your join date.

• View upcoming payment dates in your membership app by profile > receipts.

4.4 Failed Payments

• A £10 administration fee applies to any failed Direct Debit or other payment.

• If payments remain outstanding after written notice, we may suspend or terminate your membership. You will still owe the value of the contract you agreed to on joining.

• You may be offered a reduced fee if you pay online within 7 days of the due date.

5. Freezing Your Membership

5.1 Monthly memberships may be frozen for up to 12 weeks for every 12 months of membership. 

5.2 A £5 freeze fee applies every 4 weeks.

5.3 After 12 weeks, memberships automatically unfreeze and revert to the standard rate.

5.4 Submit freeze requests at least 5 working days before your payment date via email to tonbridge@cloudninegym.co.uk. We will reply to confirm the freeze and dates within 2 working days;

6. Price Changes

6.1 We may increase membership fees occasionally.

6.2 We will give you at least 1 month's written notice of any increase, including the new rate and effective date.

6.3 You may cancel your membership under these terms before the increase takes effect.

6.4 The membership rate you chose when you joined is guaranteed for at least 12 months after joining.

7. Gym Access, App & Guests

7.1 Access to the gym is via our mobile app, issued upon joining.

7.2 You must always check in using your member app at the door reader and wait for the light to turn green before entering the Club. This ensures your visits, classes and wellness sessions are recorded correctly.

7.3 If you cannot use the app to check in, for example if you have left your phone at home, you must check in with the reception team so they can record your attendance manually.

7.4 App access is personal and non-transferable/shareable.

7.5 Guests are welcome but must be signed in at reception before using the Club. Guest day passes are £15 and are available to purchase at reception.

7.6 Sharing your membership, sharing app access, or allowing unauthorised guest access may result in immediate membership cancellation and charges for the visit, including a penalty equal to two times our current day-pass rate.

8. Class, Waitlist & Wellness Bookings

8.1 If your membership includes classes, you may book classes up to 6 days in advance.

8.2 Bookings open at the same time as the class start time. For example, a 9.00am Tuesday class becomes available to book at 9.00am on the previous Wednesday.

8.3 You may hold up to 6 class and wellness bookings within any 6 day period.

8.4 If you are unable to attend a class or wellness booking, you must cancel as early as possible so another member can use the space.

8.5 A no show fee of £5 applies if you do not attend a booked class or wellness session. A late cancellation fee of £2 applies if you cancel within 2 hours of the class or appointment start time.

8.6 Repeated late cancellations or no shows may result in class access and/or wellness facility access being removed or restricted and membership downgraded or cancelled. 

8.7 When a class is full, you may join the waitlist only if you fully intend to attend. Spaces are offered automatically in waitlist order, and members may be added up to 1 hour before the class starts.

8.8 Within the final hour before a class starts, automatic waitlist additions pause. If a space becomes available during this time, reception can assist with a manual check-in where appropriate.

8.9 If you are added from the waitlist and do not attend, the standard no show fee applies. If your availability changes, you must remove yourself from the waitlist.

8.10 Hydromassage, red light therapy and tanning sessions must be booked in advance via the member app.

8.11 You must check in at reception before any wellness appointment so the equipment can be prepared safely.

8.12 Using wellness facilities without a booking may result in restricted access , membership cancellation and being charged two times the session booking fee. 

8.13 Additional wellness credit packages for hydromassage, red light therapy and tanning are available to purchase at reception.

9. Member Responsibilities & Rules

9.1 You agree to follow all Club Rules, including opening hours, conduct, and facility use.

9.2 We may update the Rules at any time; we will give advance notice.

9.3 If we waive any breach or delay enforcement, we can still enforce these terms later.

10. Health & Safety

10.1 You must read and comply with all Health and Safety notices displayed in-club.

10.2 Before using the facilities, you must sign a Health Commitment Statement confirming you are fit to exercise.

10.3 If you cannot sign, you must provide a doctor's note confirming your ability to exercise safely.

10.4 By signing up, you confirm you are in good health and will inform us of any changes that may affect your ability to exercise safely.

11. Gym Closures

11.1 We may need to close all or part of the Club for maintenance, emergencies, or other reasons.

• We will aim to notify you in advance, unless urgent.

• Closures will be scheduled outside peak hours where possible and kept brief.

11.2 No refunds or fee adjustments apply for temporary closures.

12. Personal Training

12.1 Personal Training is arranged directly with freelance trainers, not with Cloud Nine.

12.2 We are not liable for fees paid to trainers or any related disputes. You must resolve these directly with your trainer.

13. Pre-sale Introductory Offers

13.1 Where applicable, pre-sale membership offers are valid for a maximum of 3 months after the Club opening date.

13.2 After the introductory period, introductory prices automatically increase to the standard membership fee.

13.3 Any promotional offers for half price membership for a period of time will also automatically increase the price at the end of the offer period.

14. Zero Tolerance Policy

14.1 The Club has a zero tolerance policy on the use, sale, or purchase of illegal drugs or non-prescription steroids on the premises.

14.2 We reserve the right to eject, terminate, and ban any member or guest contravening this policy.

15. Data Protection

15.1 We process your personal data in accordance with our Privacy Policy and the Data Protection Act 2018.

15.2 You can download the Privacy Policy from our website.

16. Consumer Rights

16.1 Nothing in these terms affects your legal rights under the Consumer Rights Act 2015 or other consumer protection laws.

16.2 For services not performed with reasonable care or faulty materials, you may have the right to a remedy.

16.3 Advice is available from your local Citizens' Advice Bureau or Trading Standards office.

17. Termination by the Club

17.1 We may terminate this agreement immediately if you:

• Seriously or repeatedly breach these terms or Club Rules and fail to remedy the breach within 7 days of notice;

• Fail to pay any amount due within 30 days after written notice;

• Provide false information that affected our decision to grant membership; or

• Engage in illegal or unacceptable behaviour.

17.2 On such termination, you will still be liable for the cost of the remainder of your contract value.

18. Governing Law

18.1 This agreement is governed by English law.

 

Cancelling Your Membership

1. Member Commitment Periods

1.1 Rolling Contracts: You are committed to 4 week blocks but can give notice to cancel at any point with 4 weeks' notice. After this, membership continues monthly until you cancel.

1.2 12 month Contracts: You cannot cancel the membership until after 12 payments have been made. After 12 payments, membership continues monthly unless cancelled via email. After 12 payments have been made you can cancel at anytime with 4 weeks notice. 

1.3 Prepaid Memberships: End automatically when the Commitment Period expires.

1.4 You cannot freeze your membership during your cancellation notice period. You cannot cancel your membership whilst your membership is frozen. In such instances we can unfreeze your membership early and then process your cancellation.

2. Notice to Cancel

2.1 To cancel after your Commitment Period, give 28 days' written notice by emailing tonbridge@cloudninegym.co.uk.

2.2 Notice served on a payment date takes effect 28 days from that date.

3. Early Cancellation of 12 month contracts for Special Reasons

You may cancel before the Commitment Period ends for the following reasons, with supporting proof:

• Relocation: New permanent address is over 15 miles from the Club. A bank statement , rent agreement or utility bill with your name and new address will be required. 

• Illness or Injury: Doctor's note confirming you cannot exercise for 3 months or more.

• Redundancy: Proof of redundancy or loss of livelihood.

• Pregnancy: Confirmation of pregnancy.

Early cancellations take effect once we receive and verify your proof. You will also be liable for the savings made by paying the 12 month contract rate instead of monthly rolling membership rate.

4. Non-payment

4.1 Stopping payments alone does not cancel your membership. You must give notice via email in line with the terms set out above.

4.2 Unpaid fees may be referred to a debt collection agency, and additional charges may apply.