Frequently Asked Questions
Can I join as a new member?
Yes of course. We welcome new members at all of our Audley Clubs, subject to maximum capacity. Visit our membership page to check out our new member offers. You can join at any time, with no joining fee to pay* (*Terms apply).
Do I need to pre-book?
To keep everybody safe and to help us manage capacity, members are sometimes asked to pre-book their space for every visit, including gym and swim sessions via our mobile app or online booking portal. Classes can always be booked online in advance.
Are the changing rooms open?
The changing rooms are open for those who are swimming. Please be reminded that we encourage all guests to wear masks in communal areas and when moving around the club and village.
There are designated showers and toilets for use to allow for social distancing. For those members not swimming we recommend that you arrive in your gym kit and shower and change at home.
Do I need to bring my own towel and water bottle?
Towels are provided, along with disposable cups for the water fountains.
Are bags allowed to be taken into the gym?
Yes, although we recommend using the lockers provided for those swimming or using the Audley Club.
Is there a limit on the number of people allowed in the pool at one time?
Yes, we have maximum occupancy limits for all of our pools to ensure you can swim with the space you need. This limit varies by club and will be indicated on our online booking portal. Note that some locations therefore require swimming sessions to be booked online in advance.
Can I borrow any swimming equipment?
Floatation aids are available when swimming and during Aqua classes. We are unable to loan any equipment such as goggles.
Do I need to pre-book a place for all classes?
Yes please. To help us manage capacity and ensure you get the most from the class, members are required to pre-book their space for every class via our mobile app or online booking portal.
How long are classes?
Many classes are one hour long although this varies by class so please check on the booking portal for the timings of individual classes. We had previously reduced the duration of some classes to ensure enough time between each class to carry out our thorough cleaning procedures.
Are there any changes to Yoga and Pilates classes?
Our Yoga and Pilates classes, like all of our classes have capacity limits to allow for social distancing. All of our gyms have clear floor markings to help members find adequate space, safely distanced from others. We will also continue to use our outdoor spaces at selected clubs to run outdoor Yoga and Pilates classes, weather allowing.
Will I need to bring my own yoga/exercise mat?
We would encourage members attending a class to bring and use their own mat, if they would feel more comfortable doing so. You are welcome to use a mat provided by the Audley Club but we ask that you sanitise it before and after use, using the sanitising spray provided.
Will you be continuing to offer virtual and on-demand classes?
The feedback from members about both our on demand and live stream classes has been really positive so, we will continue to offer this free of charge moving forward.
Is all the gym equipment available to use?
We have worked hard to ensure that majority of our gym equipment is available to use. However, to ensure there is adequate spacing between each piece of equipment and the workout area there may be smaller volumes of equipment available.
How is equipment being kept clean?
Our pools, gyms and changing rooms are cleaned at frequent intervals throughout the day followed by a deep clean after the facilities close. We ask members to sanitise all equipment prior to and after use using the disinfectant sprays and blue roll provided. Hand sanitising stations are located at all entrances and within the gym and changing facilities.
Are personal training sessions available?
Yes, personal training sessions are available. PTs are required to maintain a suitable social distance from the member throughout the session.
Do I need to wear a mask within the gym?
Currently you don’t need to wear a mask when using our gym facilities. You are, of course, welcome to do so if you would be more comfortable wearing one. We do encourage our members to wear a mask when walking through the building to and from the gym, including changing rooms and poolside, and you will be asked upon arrival to sign in and check your temperature.
How will I be able to socially distance in the gym?
We have set maximum occupancy limits for our gyms based on their size to ensure you can work out with all the space you need. We are leaving space between our equipment where possible or taking every other piece out of use to ensure there is adequate space between members whilst they work out.
Are the sauna and steam room in use?
Yes, our saunas and steam rooms are now available.
Can I use the Bistro during my visit to the club?
You are welcome to use the bistro either before or after your visit to the club and enjoy your 10% discount. Please remember to dine in our restaurant you need to follow the safety guidelines for any Audley village. It is advisable to make a booking for the bistro, although we will try to accommodate walk-ins where possible.
I have a question about my membership – who do I contact?
Please make contact with your Audley Club Manager in the first instance.
Can I use other Audley Clubs?
As a member you are welcome to use other Audley Clubs around the country when you book a stay in a guest suite at that location*
*Restrictions apply at selected locations.
What are the membership terms and conditions?
Terms and Conditions
View or download the Audley Club Terms and Conditions as a pdf correct as at 1st August 2023.
The terms and conditions below are accurate as of 1st August 2023.
1. The Club
The Club at Binswood (“The Club”) is managed by Audley Binswood Management Limited, 65 High Street Egham, Surrey, TW20 9EY (company number:08275524 (“us/we”).
2. Membership of The Club
Unless otherwise approved by us (in our discretion), you must be 55 years and over to become a member of The Club.
2.2 Guests under the age of 18 years old cannot use the gym.
2.3 If Owners and/or Members bring guests into The Club, they must ensure they sign their guest in at the reception and present a valid guest pass. They must accept responsibility for all aspects of the guests visit and must be present in The Club during said visit.
2.4 The decision to accept the application of a potential member to The Club shall be at our discretion. We reserve the right to verify, or require proof of all information given in order to obtain membership.
2.5 A joint membership can consist of either two people residing at the sane address or two family members
3. The Club Facilities
3.1 Membership of The Club entitles you to use the club facilities at your club and at all other Audley Clubs within the United Kingdom, while you are residing in a guest suite at that Audley village. Priority swimming times for Audley owners and members does apply; please see club notice boards for further information.
3.2 Members are also entitled to 10% discount from all food and drink purchases within your club village.
3.3 As a member, you must agree to comply with the terms of this agreement and the Rules of Membership which are displayed in The Club reception area and relate to opening hours, use of the facilities and your conduct.
3.4 We may make reasonable changes to the Rules of Membership, opening hours, services and facilities at any time provided we give you advanced warning of the changes (either in writing or by prominently displaying a sign in The Club). If we make any changes which are materially detrimental to you we will give you at least 30 days’ notice of the change. You may terminate your membership in writing at any time during the notice period and we will refund any part of your membership fee which you have paid in advance but which relates to a period after termination.
4. Physical Health of Member
4.1 Before using the gym facilities at The Club you will be required to fill out a health form and questionnaire.
4.2 You must disclose to the member of staff any injuries or medical conditions which could affect your ability to exercise. If at any time during your membership you develop any injury or medical condition which could affect your ability to exercise you must disclose this to a qualified member of staff at The Club. If you experience any pain or discomfort either during or after exercise you should consult your doctor.
4.3 You must read the health & safety notices displayed by the equipment or facilities at The Club and comply with their recommendations. Before using unfamiliar equipment you should seek instruction from a qualified member of staff at The Club.
4.4 Pendants are available on request for use in the gym and spa area, however please note that these pendants are not suitable for use in the water
5. Limitation of Liability
We will compensate you for any loss or damage you may suffer if we fail to carry out our obligations under this agreement to a reasonable standard or breach any duties imposed on us by law (including if we cause death or personal injury to you by our negligence) unless that failure is attributable to:
5.1.1 your own fault;
5.1.2 a third party unconnected with our provision of services under this agreement; or
5.1.3 events which neither we nor our suppliers could reasonably have foreseen or forestalled even if we had taken all reasonable care.
6. Membership Fee and Payment Options
6.1 Unless otherwise agreed, membership fees must be paid by monthly direct debit instalments.
6.2 You shall be liable to pay all annual or monthly membership fees irrespective of your actual usage of The Club facilities.
6.3 We reserve the right to increase our membership fees annually, at any time after your initial 12 month period. We shall give you not less than 30 days’ notice of any changes to the membership fees. You may terminate your membership in writing at any time during the notice period (such notice to end the membership on or after the expiry of your initial 12 month period). We will refund any part of your membership fee which you have paid in advance but which relates to a period after termination..
7. Minimum Contract Period
7.1 By becoming a member of The Club you agree to the minimum contract period of 12 months (unless you are a trial member as set out in clause 7.4 and indicated on the front page of this agreement). If you terminate your membership at any time during the first 12 months (other than as set out in clause 7.2 or clause 8.2) we shall be entitled to retain the membership fee which you have paid in advance prior to termination and, if you have elected to pay your membership fee by monthly direct debit, you must continue to make the monthly payments until the end of the minimum 12 month period.
7.2 You may terminate your membership during the first 12 months on 30 days’ notice in writing if you are unable to use The Club through serious illness or injury likely to prevent you from using The Club for a period of at least 3 calendar months. (We will request reasonable evidence of your illness or injury - e.g. a doctor’s certificate). If you terminate your membership (for reasons set out in this clause 7.2) we will refund any part of your membership fee which you have paid in advance but which relates to a period after termination.
7.3 If you wish to pause your membership due to ill health you can do so for a minimum of two calendar months with a retention fee of £5.00 per month (We will request reasonable evidence of your illness or injury - e.g. a doctor’s certificate).
7.4 You may also terminate your membership as set out in clause 8.2.
7.5 If you are 3 month trial member, you may terminate your membership on the expiry of your initial 3 month membership period, by giving us written notice at any time before the expiry of such 3 month period. Thereafter, your contract will continue on a minimum 12 month term in accordance with clause 7.1.
8. Termination of Membership By You
8.1 You may terminate your membership at any time (following the expiry of the minimum contract period) by giving us 30 days’ notice in writing).
8.2 You may also terminate your membership at any time (including during the minimum contract period) if:
8.2.1 we significantly reduce the facilities or opening hours of The Club;
8.2.2 we change the location of The Club; or
8.2.3 we close The Club for refurbishment for a period of more than 4 weeks at a time in which circumstances we will use our reasonable endeavours to give you at least 30 days’ notice of the change (either in writing or by prominently displaying a sign in The Club) and, if you wish to terminate your membership due to reasons stated above, you may give us not less than 10 days’ notice in writing to terminate.
8.3 If you terminate your membership (as set out in this clause) we will refund any part of your membership fee which you have paid in advance but which relates to a period after termination.
9. Termination of Membership by The Club
9.1 We may terminate your membership in the following circumstances:
9.1.1 you commit a serious or repeated breach of this agreement or the club’s rules of membership and the breach, if capable of remedy is not remedied within 7 days of receipt of a default notice;
9.1.2 if any part of your membership fee remains unpaid 30 days after its due date for payment;
9.1.3 if you provide us with details which you know to be false when applying for membership and the false declaration would have reasonably affected our decision to grant you membership; or
9.1.4 at any time, in our discretion, by giving not less than 30 day’s prior written notice
9.2 If we terminate your membership for any of the reasons given above, we reserve the right to retain a proportion of the membership fees paid under this agreement to cover any reasonable costs incurred and any other losses we may suffer as a result of your breach.
9.3 All members leave their valuables in the changing rooms at their own risk. Please use the lockers provided.
We would like to be able to communicate with members by mail, e-mail, telephone or text message to allow us to give details of class bookings, events, changes to arrangements. We take our responsibilities under Data Protection and Data Privacy laws seriously and will not share your data with any third parties without your prior permission.
Audley Group Data Privacy Notice
To help Audley Group to provide you with the services you have asked for, we may process information which may include:
- Your personal details –your name, date of birth and your nationality.
- Your contact details – such as your address, telephone, email address, and other information that you may provide in any correspondence between us
- Financial information you may provide to us – such as bank details, financial details and credit/debit card details (for example, if you are making a purchase)
- Details of others such as 'Next of kin' – this may be the contact details of a close relative or friend, or your solicitor or other agent/s
- ‘Special categories’ of data, for example, any health conditions and other health information that are needed to provide any care services you ask for
- Any preferences you may have, including whether you consent to any marketing contact
- We also collect general information about the use of our websites, such as which pages users visit most often, and which services, events or facilities are of most interest. We may also track which pages users visit when they click on links in Audley group emails. We may use this information to personalise the way our websites are presented when users visit them, to make improvements to our websites and to ensure we provide the best service for users. Wherever possible we use aggregated or anonymous information which does not identify individual visitors to our websites.
The provision of information by you is needed so that we can provide you with the contractual service you have asked for or so that we can legitimately fulfil your request. Where necessary, we will ask for permission to process data and your consent is requested when we ask for your data.
We may also obtain information about you from third party organisations such as referral agents, list brokers, recruitment agencies, service providers and data agents.
INFORMATION ABOUT THIRD PARTIES
Information we process as described in this notice may also include information about third parties such as your friends and relatives, references and referrals whose details you supply to us.
A SPECIAL NOTE ABOUT THE SENSITIVE\SPECIAL CATEGORIES
Information we hold Audley Group pride itself on high service standards to each valued customer. We are able to do this because we may need to ask you to provide us with details of a sensitive nature, such as any medical conditions, their treatment and medication. This may extend to other sensitive information such as racial or ethnic origin, religious or similar beliefs, or criminal record. We may gather this data in order to provide the health care service you need, or to provide other customer services such as religious service or equal opportunities monitoring. When you share this with us, we usually ask for your explicit consent to process it for these purposes; However, occasionally we may do so without consent where required or permitted to do so by applicable law (e.g. to comply with diversity reporting requirements). Your sensitive information will not be used for any other purpose.
We will not pass on your details to anyone else without your permission except in exceptional circumstances. Examples of this might include sharing medical data with the doctor or hospital in cases of serious medical conditions, posing a threat to others, and sharing other serious issues.
If you provide us with any Sensitive Personal Data by telephone, email or by other means, we will treat that information with extra care and always in accordance with this Privacy Notice.
HOW WE USE YOUR DATA
Audley Group processes your information for an identified lawful purpose, most purposes involve a legitimate basis. The purpose for processing may be for a statutory or contractual requirement: where this is the case, you have a choice as to whether you provide your information but not doing so may mean that we are unable to provide the service you have requested. On occasion, we may also process information based on your consent, or in someone’s vital interests.
Example of reasons that we process your information include to provide you with the services you have requested; to provide the direct care and treatment to our clients, including administration; for necessary disclosure (for example, solicitors, to the police, to the Courts, and to tribunals and enquiries); to help ensure safety and security, as well as to prevent and detect crime; for Fraud prevention; research and analysis, enhancing, modifying or improving our services.
Confidential client-identifiable information is only shared with other organisations where there is a legal basis for it as follows:
- When there is a Court Order or a statutory duty to share client data;
- When there is a statutory power to share client data;
- When the client has given his/her explicit consent to the sharing;
- When the client has implicitly consented to the sharing for direct care purposes
YOUR RIGHTS AND GETTING IN TOUCH WITH AUDLEY GROUP
If you wish to get in touch with our Data Protection Officer for any reason, including your rights below, please contact us at firstname.lastname@example.org so we can help.
YOUR RIGHT TO REQUEST A COPY OF YOUR INFORMATION
You can request a copy of your information which we hold, free of charge (this is known as a subject access request). You will be asked to:
- Complete a Request form;
- Let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill); and
- Let us know the information you want a copy of.
We will then respond in full within one calendar month.
YOUR RIGHT TO CORRECT ANY MISTAKES, TO ERASE, TO RESTRICT OR TO PORT YOUR PERSONAL INFORMATION
You can request that we correct any mistakes in your information which we hold, free of charge. You will be provided with a form to help us identify you and to inform us of the information that is incorrect and what it should be replaced with. You have the right to ask us to erase, restrict processing or to port your data. Please contact the Data Protection Officer.
YOUR RIGHT TO ASK US TO STOP CONTACTING YOU WITH DIRECT MARKETING
You can ask us to stop contacting you for direct marketing purposes. If you would like to do this, please get in touch with our Data Protection Officer using the contact details below, or, unsubscribe to any email.
HOW LONG DO WE STORE YOUR PERSONAL INFORMATION?
We only keep your data for as long as is reasonable and necessary, which may be to fulfil statutory obligations. We ensure that any third parties that process information on our behalf adhere to these standards. More information on our retention schedule can be found by contacting the Data Protection Office.
HOW TO MAKE A COMPLAINT
If you are unhappy with the way your personal data has been processed, you may in the first instance contact the Data Protection Officer using the contact details below. For information on the conditions for processing, please contact the Data Protection Officer
Data Protection Officer 65 High Street, Egham, TW20 9EY
Tel: 01784 412826
Tel: 01784 412826