Willoughby Leisure Centre terms and conditions

Terms and conditions

To ensure Willoughby Leisure Centre is able to provide a safe environment for all patrons, staff and contractors, please assist us by complying with the following conditions. We advise you to only ‘agree’ to this agreement if you understand and agree to abide with these conditions.

Communication  

Willoughby Leisure Centre’s preferred method of communication is via email. The email address registered on your account is used for verification purposes, important updates and accessing our online Member Portal. It is important to keep your contact details up to date and correct at all times. Willoughby Leisure Centre reserves the right to update and change terms and conditions. 

Concession  

Concession discount rates are only applicable for: 

  • people aged 60 years or over that hold a senior card or pension card.  
  • full time students that hold a student identification card. The student rate is valid for the duration of your studies.  

A concession membership or multi-visit entry pass purchased online is validated once proof of concession eligibility is provided to Willoughby Leisure Centre. To be eligible for a concession membership a valid student, pension or seniors card must be presented to the customer service team on your first visit. The original card must be presented - photocopies will not be accepted.  

If a valid student, pension or seniors card cannot be provided the membership / multi-visit entry pass will be deactivated and access denied at the concession rate. Upgrade options are available. 

Health declaration 

A health declaration will need to be completed by patrons wanting to access the Health Club and attend a Group Fitness class. This will assist us to assess your general health, wellbeing and your readiness for physical exercise. As this is a pre-requisite to participating in our classes or the Health club you may not be permitted to use these facilities and services. If we believe you have a health issue, we may require you to obtain a medical certificate prior to allowing entry. 

Access

  • On your first visit to Willoughby Leisure Centre your access card will be ready for collection from the customer service desk. 
  • Members and visit pass holders are required to present their access card (or photo ID) upon entry on every visit.  
  • It is a condition of entry to scan your access card and register your attendance. 
  • If you visit the Centre without a valid access card or photo identification, you may be refused entry.  
  • Member & Multi-Visit Pass cards remain the property of the Willoughby Leisure Centre and you cannot lend or allow anyone else to use it.  
  • In an event of a lost, stolen or damaged access card, you should contact Customer Service regarding the reissue of a replacement card. A fee will be charged to cover the cost of the replacement card.

 Lockers, valuables and lost property

  • Lockers are available and are located outside the change rooms, however lockers are not security devices.
  • Willoughby Leisure Centre staff or contractors are not responsible for any loss of, or damage to, personal property from the Centre or a locker. 
  • Willoughby Leisure Centre is unable to look after your personal possessions (keys and wallets for example) whilst you are in the Centre.
  • Personal items are not permitted to be stored in lockers overnight, and lockers are cleared daily. 

Risk and responsibility

  • There is always a risk of injury when using the Centre’s equipment and facilities.
  • The Centre does not accept any responsibility for any such injury and patrons must accept that risk.
  • Members and multi-visit pass holders must disclose to the Centre any circumstances which may affect safety or increase risk or injury.
  • To minimise that risk, patrons must comply with all safety directions issued by the Centre and Centre staff. 
  • Please monitor your physical condition at all times and exercise to a level that is appropriate given your knowledge of your health and any medical advice you have obtained. If any unusual symptoms occur immediately stop what you are doing and notify a staff member.
  • Members and multi-visit pass holders are required to advise Willoughby Leisure Centre if their medical condition changes after joining. We may choose to suspend your membership / multi-visit pass agreement until a medical clearance stating that you are fit to exercise is provided. 

Use of equipment

  • For the safety of you and others, please follow all equipment operating and safety instructions on the equipment. 
  • If you are not sure of correct use or operation of equipment, please seek assistance from a Willoughby Leisure Centre team member.
  • You are required to return equipment to their original state when you have finished, including: 
  • return weights and bars to their rack; 
  • unload plates from machines and bars; 
  • return equipment to its storage location in Group Fitness classes. 
  • Patrons are requested to wipe down equipment in the Health Club and Group Fitness classes after use. 

Use of pool and spa

  • When using these wet areas, please obey any signs and refrain from running, diving, jumping or other dangerous activity. 

Venue repairs and maintenance

The Centre has an extensive Asset Management Plan in place to ensure that all facilities are maintained. From time to time, services and facilities may be temporarily suspended or closed. If this occurs, and you are adversely affected, you may request a suspension for the relevant period. You cannot seek reduction in your fees due to the suspension of closure of services and facilities. 

Privacy policy

By law Willoughby Leisure Centre is bound by the Privacy and Personal Information Protection Act 1998 (PPIPA) and Health Records and Information Privacy Act 2002 (HRIPA). The Privacy and Personal Information Protection Act 1998 (“PPIPA”) provides for the protection of personal information and for the protection of the privacy of individuals. 

Refunds

No refunds are available on memberships and multi-visit entry passes. 

Conditions of entry

To assist us in maintaining a safe and comfortable environment for all patrons, staff and contractors, you are required to abide by the following conditions of entry. Failure to abide by these conditions may result in the suspension or termination of your membership or multi-visit entry pass: 

Refusal of Entry

 Entry will be refused or you may be requested to leave the Centre if you are: 

  • Using abusive or threatening language or behaving in a threatening way; or 
  • Suspected to be under the influence of drugs or alcohol; or 
  • Found to be in breach of the Willoughby Leisure Centre rules; or 
  • Behaving in another way that is considered by Willoughby Leisure Centre staff to be risky or seriously inappropriate. 

Non-smoking

  • Willoughby Leisure Centre is a non-smoking venue. 

Dress code
  • Fully enclosed, clean sports shoes and appropriate exercise clothing must be worn to access the Health Club and attend a Group Fitness class for safety reasons.  
  • Only recognised swimwear, made from lycra and/or nylon is to be worn in the water.
  • Only recognised waterproof nappies are to be worn in the water by infants.

Towels
  • You are required to use a towel when participating in classes and when exercising on gym equipment to maintain hygiene and safety standards. You may be asked to cease training if you do not use a towel.  
Bags 
  • Bags are not permitted in the Health Club and in group fitness classes for safety reasons.  
  • Management reserves the right to inspect your bags. 

Mobile phones and cameras
  • Mobile phones are required to be set on silent at all times while in the Health Club (gym). 
  • Patrons are requested to take and make telephone and video calls outside the Health Club as a matter of both safety and courtesy. 
  • If you’re using a smartphone, tablet or other device in the Health Club as part of your workout, it’s your responsibility to keep the device safe and secure. 
  • Headphones are required be used when listening to a smartphone, tablet or other device in the Health Club 
  • No photography or videography is permitted within the Centre without prior consent from management. This includes photography of children in the pool or on the pool deck area by parents and grandparents 
  • Mobile phone and camera use is not permitted in the change room and crèche facilities. 

Change rooms
  • Children aged 8 years and older are not permitted in change rooms of the opposite sex. Family change rooms are available. 
Children  
  • Children under 5 years must be within arm’s reach of all times in the Centre.
  • Children under 10 years must be closely supervised by an adult (16 years and over).
  • Children under 14 years are not permitted to access the Health Club (gym), or take part in group fitness classes.
  • Children 14-15 years can access the Health Club (gym) and attend group fitness classes, providing they are actively supervision by someone 16 over.
  • Children under 16 years cannot access the spa. 

Unauthorised activities

  • Only WLC staff are permitted to conduct learn to swim lessons, private swimming lessons, group fitness classes and personal training within the WLC, unless prior management consent has been granted. 
Pets
  •  No pets or animals permitted in the Centre, with the exception of service animals. 
Food & Drink
  • No food or drinks (except water and sports drinks) are to be taken into the Health Club, group fitness classes, spa and onto the pool deck. 
Glass
  • Patrons are not permitted to bring glass items such as bottles into the Centre.  

 

Multi-visit entry pass conditions of purchase

By purchasing a multi-visit entry pass, you acknowledge that the casual pass form is completed in full and you have read and understood all terms and conditions listed below prior to you signing. The information you have provided, to the best of your knowledge, is true and correct. You assume with full knowledge, the dangers of your participation in fitness activities.

  • Passes are valid for 1 year from the purchase date. There will be no exceptions, extensions or refunds.
  • No health fund receipts will be issued apart from the tax invoice issued at time of purchase.
  • Willoughby Leisure Centre conditions of entry must be adhered to at all times.
  • Any lost/stolen cards will incur a replacement fee. 
  • Admittance may be refused upon failure to produce a valid card.
  • During all times you are on the premises of, or included in, any activity external to the premises which is organised, approved or endorsed by Willoughby Leisure Centre as an activity for you to take part in, both your property and person shall be at your own risk, and Willoughby Leisure Centre will not be held liable for any personal injury or loss of property which may arise from the negligence of Willoughby Leisure Centre, its servants, agents, independent contractors, voluntary workers or their users of the facility participants in the activities or spectators or other parties providing services through or in the facilities of Willoughby Leisure Centre.

 

Membership terms and conditions

The membership agreement between you and Willoughby Leisure Centre is made up of the terms listed above and the following membership terms and conditions. It is important that you have read and understood all of the terms and conditions of the agreement before you ‘agree’ to these terms. If you have any questions, please ask. 

Membership term 

12 month term

  • Your membership agreement has a minimum commitment period of 12 months from the nominated start date of your membership. 
  • On behalf of Willoughby Leisure Centre, DebitSuccess will debit your membership fees in advance each fortnight from your nominated account on every second Thursday. 
  • On completion of your minimum commitment period of 12 months, your membership will automatically renew and payments will continue to be debited in two-week increments unless your membership is cancelled in accordance with point 2 (Membership Cancellation).   

Flexible term

  • Your membership agreement has a minimum commitment period of 4 weeks from the nominated start date of your membership. 
  • On behalf of Willoughby Leisure Centre, DebitSuccess will debit your membership fees in advance each fortnight from your nominated account on every second Thursday. 
  • On completion of your minimum commitment period of 4 weeks, your membership will automatically renew for further two-week commitment periods unless your membership is cancelled in accordance with point 2 (Membership Cancellation). 

Membership cancellation

Cancellation by you after the minimum commitment period:

  • After the minimum commitment period (12 months or 4 weeks) you may give notice to cancel your membership by completing a Departure Form.
  • Departure Forms must be received in person during opening hours or via leisure@willoughby.nsw.gov.au.
  • The Willoughby Leisure Centre will process one final fortnightly pro-rata payment after receiving written notice to cancel your membership.
  • Your membership will expire 14 days from the date of written notification.
  • Upon submitting a Departure Form via email or in person, your direct debit is still active until a confirmation email of the acceptance of the submitted Departure Form has been received. If you have not received a confirmation email within 3 business days of your submission, assume it has not been received and therefore not processed.  

Cancellation prior to the minimum commitment period:

  • If you wish to cancel your membership prior to the completion of your minimum commitment period (12 months or 4 weeks), you may do so by completing a Departure Form.
  • Departure Forms must be received in person during opening hours or via leisure@willoughby.nsw.gov.au.
  • A cancellation fee of $165.00 will apply should you choose to cancel your membership prior to completion of your minimum commitment period. 
  • The Willoughby Leisure Centre will process one final fortnightly pro-rata payment after receiving written notice to cancel your membership.  
  • Your membership will expire a minimum of 14 days from the date of written notification. 
  • Upon submitting a Departure Form via email or in person, your direct debit is still active until a confirmation email of the acceptance of the submitted Departure Form has been received. If you have not received a confirmation email within 3 business days of your submission, assume it has not been received and therefore not processed. 
  • The membership cancellation fee may be waived in the following circumstances:
    • In the event of relocation more than 25kms away from the Centre, a Member must give at least 14 days’ notice. Valid proof of relocation, for example a signed lease or utility bill, is required for the Centre to cancel the membership.
    • If the Member becomes seriously ill, permanently injured or medically disabled in a manner that prevents the member from utilising the services on offer at the Centre and evidence is provided and verified by the Centre.
    • The Centre reserves the right to cancel this membership agreement and request the return of the member’s card, at Centre Managements’ discretion.  

Membership fees

  • As a Willoughby Leisure Centre member you are personably responsible for payment of the membership fees and any other payments set out in the membership application; including administration and joining fee as they are due. 
  • The perpetual fortnight fee is determined by the membership type you selected in the membership application.
  • On behalf of Willoughby Leisure Centre, DebitSuccess will debit your membership fees in advance each fortnight from your nominated account on every second Thursday. 
  • If your automatic direct debit reverses or is returned to us by your financial institution the following process will apply: 
    • Willoughby Leisure Centre or DebitSuccess will attempt to contact you about retrying the debit.
    • If the debit remains outstanding it will be processed within 14 days of the reversal with any reversal along with any rejection fees that apply.
    • If you fail to pay us the fees by the due date, we are entitled to refuse you entry to the Centre.
    • If unpaid fees remain outstanding and after attempts by us to rectify the arrears, your membership may be forwarded to a collection agency for further action. 

Changes to membership fee 

The Willoughby Leisure Centre fees are reviewed annually. This may result in an increase to your perpetual fortnightly direct debit amount. The Willoughby Leisure Centre will provide 28 days’ notice of any change to your fees and the date from which the change will occur. Your direct debit member’s fees will automatically increase to reflect the new price.  

Membership suspension

  • A membership suspension is possible under the terms of your membership agreement.  
  • It is the member’s responsibility to notify us in writing by completing a Suspension Form.  
  • Requests for a suspension are to be made in advance by at least 2 business days. 
  • Requests for a suspension will not be backdated under any circumstances.  
  • Members are entitled to a maximum of 12 weeks of suspension over a 12-month period. A minimum of 7 consecutive days must be taken per occasion.  
  • Members who request a suspension will be charged an administration fee of $0.35 per day, which is to be paid in advance by Upfront Members. Direct Debit Members regular fortnightly payment will reduce to reflect the suspension value. 

 

DebitSuccess direct debit request (DDR) service agreement

This Agreement is designed to explain what your obligations are when undertaking a Direct Debit arrangement involving Debitsuccess. It also details what our obligations are to you and forms part of the terms and conditions of your Direct Debit Request (DDR) and should be read in conjunction with your DDR Authorisation Form.

Initial terms

I/We authorise Debitsuccess Pty Limited (ACN: 095 551 581) APCA User ID 496485 to make periodic debits on behalf of the “Business” as indicated on DDR Authorisation Form (herein referred to as the Business). I/We acknowledge that if specified by the Business, in addition to the agreed periodic debits set out in the DDR Authorisation Form, administration/setup, variation, reversal, dishonour, or processing fees may also apply and be debited under the DDR as instructed by the Business.

Relationship

I/We acknowledge that Debitsuccess is acting as an agent of the Business and that Debitsuccess does not provide any goods or services, and has no express or implied liability in relation to the goods and services provided by the Business or the terms and conditions of any agreement with the Business.

Cleared funds

I/We acknowledge that is my/our responsibility to ensure that there are sufficient cleared funds in the nominated account by, and at all times on, the due date of the payment (“Day to Debit”) to enable the direct debit to be honoured on the Day to Debit. I/We acknowledge and agree that sufficient funds will remain in the nominated account until the direct debit amount has been debited from the account and that if there are insufficient funds available when the debit is attempted, I/we agree that I/we will be responsible for any fees and charges that may be charged by my/our Financial Institution.

Variations to debit terms

I/We authorise the Business to vary the amount of the payments from time to time as provided for within the agreement with the Business. I/We authorise Debitsuccess to vary the amount of the payments upon instructions from the Business. I/We do not require Debitsuccess to notify me/us of such variations to the debit amount. I/We acknowledge that variations to the debit arrangement will be directed to the Business. I/We acknowledge that Debitsuccess/Business is to provide 14 days’ notice if proposing to vary the terms of the debit arrangements otherwise than in accordance with an agreed payment schedule.

I/We acknowledge that my/our requests to vary, defer or stop the debit arrangement will be directed to the Business.

Cancelling these debit terms

I/We understand that I/we are able to cancel this DDR by requesting this of the Business or the Financial Institution, and I/we acknowledge that cancellation of the authority to debit my/our account will not terminate my/our agreement with the Business or remove my/our liability to make the payments I/we have agreed to.

Dishonoured payments

I/We acknowledge that: -if a debit is returned by my/our Financial Institution as unpaid, I/we will be responsible for any fees and charges for each unsuccessful debit in addition to any Financial Institution charges and collection fees, including and not limited to any fees of solicitors and collection agents appointed by Debitsuccess; and -Debitsuccess may attempt to re-process any unsuccessful payments as advised by the Business and/or add such unsuccessful payment to any future payments.

Accuracy of information

I/We acknowledge that it is my/our responsibility to ensure that the details entered on the DDR Authorisation Form are correct and that Debitsuccess is not liable to the extent that any such details are wrong and this causes a required payment to be missed. In addition, where I/we are paying the required payments by credit card and have entered the details of the credit card on the DDR Authorisation Form, I/we agree that Debitsuccess may continue to debit from a credit card in accordance with the terms of this Agreement to the extent that the credit card has expired, and that it wholly my/our responsibility to provide details of a replacement credit card to Debitsuccess via the Business.

Disputes

I/We acknowledge that any disputed debit payments will be directed to the Business. If no resolution is forthcoming, I/we understand that I/we are to contact the Financial Institution.

Other authorisations

I/We authorise:

  • The Debit User to verify details of my/our account with my/our Financial Institution; and
  •  The Financial Institution to release information allowing the Debit User to verify my/our account details.

Information security

Debitsuccess agrees that it will make reasonable efforts to keep any of your information contained in the DDR (including account details) and any other information that we have about you confidential and secure, and will ensure that any of our employees or agents who have access to information about you do not make any unauthorised use, modification, reproduction or disclosure of that information. Debitsuccess will only disclose information that we have about you: to the extent specifically required by law; or for the purposes of this Agreement (including disclosing information in connection with any query or claim).

Queries

Should you have any queries in relation to these terms and conditions contact:

DebitSuccess Pty Ltd.
PO Box 577, Mt Waverley, VIC, 3149

Phone: 1800 148 848
E-mail: customerservice@debitsuccess.com

 

Spa rules

  •  All persons using the spa do so at their own risk
  • Usage of the spa is restricted to persons 16 years and over
  • For safety reasons please use the hand rail provided for entry and exit of spa
  • Do not put your head under the water
  • Persons with the following conditions are not advised to use the spa:
    • Heart conditions / High blood pressure
    • Pregnancy
    • Under the influence of alcohol, drugs or medication
  • Spa usage is not included in normal admission – an additional fee is payable
  • Spa is checked at regular intervals. If you have not booked, you will be asked to leave the spa area.
  • Please shower before entering spa
  • No footwear to be worn in spa
  • Essential oils are strictly prohibited in the spa, as it affects the pool water quality
  • No food or drinks allowed in the spa
  • Please follow all directions from staff in spa area. Failure to comply will result in being asked to leave the centre.
  • Please refrain from changing in the spa area. Please use change rooms provided
  • Scrubbing loafers or any personal brushes are not permitted in spa area.
  • No shaving is allowed in the spa area
  • No mobile phones are to be taken or used in spa
  • During hot days, please ensure you drink plenty of water
  • The spa area is a quiet place, please be mindful of others

DISCLAIMER: If you are unsure of the conditions of entry, please speak with the pool lifeguards.

Pool rules

Please observe pool rules at all times:

  • We advise/request patrons to shower before entering the water.
  • Parents or guardians must actively supervise their children at all times. Children under the age of 10 years must be closely supervised by an adult – (16 years and over). Children under the age of 5 years must have adult within arm’s reach.
  • Only recognised swimwear, made from lycra and/or nylon is to be worn in the water.
  • Only recognised waterproof nappies are to be worn in the water for infants. Articles of clothing such as cut-off jeans, t-shirts, bike-pants, leotards, casual wear and sporting wear are strictly prohibited in the pool, spa & sauna.
  • Only WLC staff are permitted to conduct learn to swim and private swimming lessons within the WLC as part of the Swim School Programs.
  • Swim School parents and children should remain on deck until a Swim Instructor is on duty at which time the child may enter the pool for their lesson.
  • Bombing & diving is not permitted unless under the supervision of a Coach or Instructor and only in the deep end of the pool.
  • Patrons are strictly prohibited from taking glass objects into the pool area. Parents are not permitted to take photos of children in the pool or on pool deck area.
  • No food or drinks (except water and sports drinks) are to be taken onto the pool deck.

Health Club (gym) rules

Please observe Health Club rules at all times: 

  • Correct attire must be worn when exercising i.e. suitable comfortable exercise clothing and appropriate footwear. Clothing such as jeans, boots, flip-flops/sandals or work wear is not permitted. Any member not wearing suitable attire may be asked to leave the gym.
  • Members must use a towel for hygiene reasons in all the facilities. Members are requested to wipe down equipment in the Health Club and Group Fitness classes after use. Our 'no towel, no train' policy, will be strictly enforced. All members are required to show a clean towel when entering the facility.   
  • All Members must be aged 16 years or older to utilise the facilities of the Health Club unsupervised. Children aged 14 -15 can use the Health Club equipment under adult supervision.