2.1 You pay fees for ongoing memberships in advance, by direct debit from a bank account or credit card. You can pay your fees as far in advance as you like, up to the end of your current contract. However, you still need to give us your account details for when your advance payments end.
2.2 When your membership is due to end, you will receive an email 28 days prior letting you know that your term is due to end and that it will auto renew into a new term. If you do not wish to renew your membership, you must let us know in writing before the term is due to end. If you wish to change the type of membership you currently have to a different type, you must let us know in writing before the current term is due to end. Otherwise the agreement is ongoing at its current settings and will roll over into a new contract.
By renewing your membership, you agree to the membership terms that apply at that time.
2.3 We will debit your membership fees from your nominated card or account, as set out in your membership agreement.
Please note that:
- If one falls on a public holiday, we will debit your account on the next business day
- Please be aware that if you choose to use the method of BSB/Account rather than a debit/credit card to pay for your autopays/purchases, that many banks charge their own additional fees on any direct debits set up from a bank account.
If your autopays (or any purchases made in the studio) are set to come off a debit/credit card and for whatever reason there is not enough money on that card for it to be successfully processed, it comes up on our end as “Insufficient Funds”. However if you have your payments/purchases set to come from a BSB/Acc and there is not enough money in your account, our system will still attempt to process it, which could result in your account being overdrawn and you may incur over draft fees as a result. We are in no way responsible for any additional fees that your bank may charge in this regard. For this reason, it is our recommendation and preference that a debit/credit card is used as payment method.
2.4 Meeting your responsibilities, you must make sure:
- Your account can accept direct debits (your financial institution can confirm this)
- There is enough money in your account on the payment day and the next 5 days
- You tell us if you are transferring or closing your account, at least 48 hours before your next direct debit
- You tell us about any changes to your credit card, such as its expiry date or number, at least 48 hours before your next direct debit. Please tell your financial institution and us if you want to change or stop your direct debits.
2.5 If you do not fully pay your fees on the due date, we will suspend your training access until your payments are up to date and you have given us your account details.
2.6 We will continue to debit your nominated account without notice; until we have received the total amount you owe us. We will make a reasonable effort to let you know beforehand by:
- Calling you
- Emailing to the address you last gave us
2.7 For membership/s in your name, you must make sure that the payment method you choose continues for the length of your agreement. This includes third-party accounts. If the details you give us fail, you are liable for all resulting fees. You should update your details and are obligated to complete your term.
2.8 Termination under cooling-off
(a) Your membership is subject to a 48hour cooling-off period, which is taken to start when you sign your contract.
(b) If you wish to terminate your membership under the cooling-off period you must:
- Provide us with written notice via email to [email protected] of your termination, prior to the end of your cooling-off period; and
- Pay us an administration fee, which will be equal to one-month fees.
2.9 Termination due to sickness or incapacity
If you are unable to continue to use the fitness services during your current membership term because of a permanent sickness or physical incapacity, you may terminate your membership by:
(a) Sending a letter in writing via email ([email protected].com.au) giving us notice that you wish to cancel;
(b) Giving us an original medical certificate from an appropriate medical/health professional (such as a physiotherapist, chiropractor or medical specialist) stating that you are unable to use ANY of our fitness services because of your permanent sickness or physical incapacity beyond your current term; and
(c) By making payment of our administration fee which will be equal to the lesser of:
- $75; or
- 10% of your unpaid balance.
2.10 Termination due to relocation
If you are unable to continue to use the fitness services during membership term because of a permanent relocation, you may terminate your membership by:
(a) Sending a letter in writing via email ([email protected]) giving us 28 days notice;
(b) Provide us comprehensive evidence that your new residence is at least beyond a 20 km radius from the Raw by Bek studio; and
(c) Making payment of our relocation termination fee which will:
- 1-12 weeks remaining = $150.
- 13-26 weeks remaining = $250.
- 27-40 weeks remaining = $500.
- 41-52 weeks remaining – $750.
2.11 Other termination during membership
You may terminate your membership prior to the expiration of your current membership term by:
(a) Writing a letter via email ([email protected]) giving us at least 28 days notice; and
(b) Making payment of the early termination fee, which will be equal to the unpaid balance of your total minimum cost. Or you can let your membership run its course to its end date.
2.12 You may transfer your membership to another person with our consent. You must follow termination protocol as stated in the above clauses, giving us 28 days notice in writing that you wish to transfer your membership. You must inform us who it is being transferred to, all fees must be up to date at the time of transfer and you must continue paying all fees until the date that the secondary person is set in MindBody to take over the membership.
2.13 We reserve the right to increase your fees at any time. We will make a reasonable effort to tell you about this at least 28 days beforehand by emailing the address you last gave us. We will consider that you have received our email on the second business day after it is sent. Where we have made a reasonable effort to let you know about a fee increase, you authorise us to increase any debits from your nominated account.
2.14 You can freeze your memberships under the following:
- Platinum – Four (4) weeks in a term.
- Gold – Two (2) weeks in a term.
- Silver – One (1) week in a term.
2.15 You can freeze your membership for up to 12 weeks in any 12-month period for medical or financial hardship reasons. However, we must be satisfied by your supporting documents, such as a certificate from a medical practitioner stating you are unable to exercise. If you have a medical of financial reason, we will not charge you for this extended time freeze to allow you time to recover.
2.16 Before freezing your membership, you must make sure your fees are up to date and you don’t owe us any money. Note that we cannot backdate any time freeze requests. You must request a freeze when you need it.
2.17 Your feedback is important in helping us to provide a great service. If you have any comments or questions about our venues, digital channels or service, please speak to a team member. If you have a complaint, we will follow our complaints process, which has been developed with Consumer Affairs. Please contact us via email: [email protected]. Please include as much information as possible. This will helps us with efficiency and you will hear from us within 7 business days. We recognise that some enquiries are more complex than others and may require more time to resolve, but we will always let you know.