Centre Policies

1. Members must comply with conditions of use which may be displayed throughout the Centre relevant to each activity.
2. We only accept bookings from people aged 8 and above. Bookings for activities to be undertaken by children can only be made once a parent or legal guardian has been in to one of our centres’ and signed the child up for a Pay as You Go profile. By submitting a request, you are abiding by these terms.
3. If a booking is made for juniors and an adult is participating, then adult prices apply. Should it be found that adults are booking for juniors and adults turn up to the session, the booking adult will be in breach of the Terms and Conditions and will be required to pay the balance for cost of an adult booking.
4. Children aged 15 and under are classed as juniors. Those aged 16 and above are classed as adults and will be charged the adult rate.
5. We have the right to refuse any application for booking. We reserve the right to verify or require proof of all information given in the application for booking. Any fraudulent or wrongful information given in order to obtain a booking could result in the cancellation of the booking and being required to pay for the booking.
6. You are able to book activities in person and over the telephone, some of our bookings are also available online. It is advisable to book activities in advance in order to secure your booking.
7. You must use all equipment and facilities in an appropriate manner and give safe regard to your own health and safety and that of others.
8. In general, unless advertised otherwise, all sessions include a 5-minute setup/admin period.
9. WV Active takes no responsibility for non-attendance and as such refunds will not be issued due to non-attendance. All customers failing to attend a pre-booked activity will be charged the full fee for the activity in question.
10. Customers with payments outstanding will not be permitted to book/attend activities until the outstanding payment has been cleared.

General Admission
Gym Usage
Group Exercise Classes
Swimming Pool
Steam Room
Sports Hall / Arena
Squash Courts
Courts & Astro Turf Access
Track and Field
Velodrome
Boardroom / Meeting Rooms

1. All customers and visitors must report to/enter via reception when using our facilities.
2. Please always be respectful of everyone within our facilities, including staff.
3. Please listen to and follow staff instructions.
4. Activity area closing times are displayed on our website and customers are asked to follow these in order to leave the activity areas with enough time to use the showering and changing facilities.  The closing times of the shower and changing facilities may vary at each site.
5. Any persons whose behaviour is deemed inappropriate by any member of staff, may be asked to leave the centre. Examples of inappropriate behaviour include but are not limited to, verbal abuse towards staff or other customers, physical abuse towards staff or other customers and any behaviour that could compromise the safety and personal welfare of our staff and customers. Any incidents of this nature should be reported to a member of staff and serious incidents will be reported to the police.
6. Breaches of our rules may result in the issuing of a warning letter, or serious breaches may result the termination of your membership or access rights to all of our facilities if deemed appropriate and proportionate by WV Active management.
7. Alcoholic beverages are not to be brought into any facility and no alcohol to be consumed on our premises unless part of an organised and licensed agreed event.
8. Persons who appear to be under the influence of drink or drugs will not be allowed into our facilities.
9. Smoking and vaping is strictly prohibited in all areas of our facilities.
10. All customers must wear appropriate clothing for the activity in which they are undertaking.
11. All children of 7 years of age and under must always be accompanied on site unless taking part in a structured club or class. It is the responsibility of the responsible person (16 years and over) to judge whether it is appropriate to allow their unaccompanied child(ren) 8 years and older to visit one of our facilities.
12. We expect responsible persons who are supervising children in our centre to ensure they are in close contact with the child throughout their visit and that their behaviour is suitable. This extends to the whole building and grounds and in particular to changing rooms, toilets and when on poolside or using the pool(s).
13. When using the gender specific changing rooms (not Village Changing), children 8 years old or over must change in their respective changing room. Children 7 years and under should be changed in the room appropriate to the accompanying adult.
14. Customers who have any reservations as to their physical condition are advised to have a medical check-up prior to commencing physical activity.
15. Report to member of staff if you show signs of illness whilst on site.
16. All customers when using the gym facilities must wear suitable comfortable exercise clothing and appropriate footwear.  If you are unsure on what is deemed as appropriate clothing, then please speak to a member of our staff. If you choose to not abide by the dress code, this will result in you being unable to undertake the activity or attend the session, and we will not refund any fees in this instance.
17. Any accidents or incidents must be reported to a member of staff immediately.
18. Only assistance dogs are permitted into the centre. Customers are able to contact their chosen centre before visiting if they wish to discuss access with an assistance dog.
19. The centre will not accept any liability for your personal property brought into the facility whether contained in a locker or open area.
20. Valuable property found on premises will be logged for a minimum of 90 days. All non-valuable property found will be disposed of at the end of day.
21. Any defects to the building or equipment and spillages on the floor which are found during your visit must be reported.
22. The facilities must not be used for coaching/instructing (whether paid or unpaid) without prior approval from management.
23. No refunds will be provided if customers have to be evacuated from buildings due to fire alarms or an emergency.
24. WV Active has adopted a sensitive approach on the wearing of Kirpans (religious symbol) on its premises. WV Active would prefer that Kirpans are removed during sporting activities, but should this prove unacceptable to users (or their parents), Kirpans will be allowed to be worn if it is fully sheathed, secured and hidden in or under sportswear/turban.

1. All customers must complete a Health Commitment Statement prior to using our gym facilities.
2. All customers are given the option of taking part in a gym induction. All customers have the right to opt out of taking part in a gym induction and must opt out by stating their preferred choice and signing our Health Commitment Statement.
3. The customer must disclose to WV Active if they know of any reason why they should not participate in any physical exercise, however all customers participate at their own risk.
4. The customer will be responsible for monitoring their own physical condition throughout any exercise. In the event of any unusual symptoms occurring, the customer should inform a WV Active member of staff immediately or raise the alarm.
5. WV Active staff are not medically qualified. If you have any doubts about your capability to undertake physical exercise, we strongly recommend that you take independent medical advice before undertaking exercise.
6. WV Active staff should be consulted prior to using any new equipment you are not familiar with. WV Active cannot accept responsibility for any injury sustained as a consequence of any item of equipment being used incorrectly due to the customers lack of knowledge, and where they have not requested instruction/assistance from a member of staff.
7. We reserve the right to close certain areas from time to time at our discretion.
8. Junior customers ages 14 to 15 years have access to supervised gym session, these are displayed on the website. Juniors are not permitted to use the gym facilities outside of these sessions.
9. Junior customers must complete an induction. A parent or guardian will be required to sign their Health Commitment Statement and Application Form if taking out a paid Junior Monthly Membership.
10. Juniors are only permitted to use cardio and pin select equipment within our gyms at Aldersley and Central Baths. Bert Williams junior gym users are only able to use the Cardio Equipment.
11. Customers are not permitted to undertake or attend personal training sessions within any of our gym facilities. Management reserve the right to take appropriate action if they suspect that customers are undertaking this activity. Action taken by WV Active management may include a written warning, cancellation of membership, or 12-month ban from our facilities. Action taken will be at the discretion of the General Manager and Service Lead.

1. WV Active operate a booking procedure for all group exercise classes. You are advised to pre-book your classes to ensure your space is secured.
2. Class timetables and instructors are subject to change without prior notice.
3. Members will need to swipe their membership card on the turnstiles to gain access to booked classes. If classes have not been pre- booked, you will not be permitted access to the studios.
4. We do operate a class lateness policy which will prevent anyone arriving more than 5 minutes late. This is to avoid classes being disturbed and to avoid injury.
5. Where in the opinion of the instructor, the class is deemed to be overcrowded, the instructor may restrict the number of attendees.

1. All users of the swimming pool areas must obey the instructions of the lifeguards.
2. Always shower before entering the swimming pool.
3. Comply with all swimming direction signs within the swimming pool area; and wear appropriate swim wear, as outlined in the safe swimming policy.
4. Surfaces in the pool area are always wet, please take care and always walk.
5. Open wounds of any kind should be covered with waterproof plasters. If you have verruca’s, you can still swim but please wear a protective sock.
6. Babies who are not toilet trained will be required to wear a specially designed swimming nappy to prevent fecal soiling in the pool.
7. Always comply with our safe swim policy and swimwear policy

1. All users of the steam room must obey the instructions of our staff.
2. Always shower before entering the steam room.
3. Comply with all advice signage and wear appropriate swim wear, as outlined in the Swimwear Policy.
4. Surfaces in the steam room area are always wet, please take care and do not climb on the seating.
5. Open wounds of any kind should be covered with waterproof plasters. If you have verruca’s, you can still swim but please wear a protective sock.
6. Please familiarise yourself with the full Steam Room Policy which can be found on our website before attending your first session.

1. All customers must report in at reception before entering the Sports Hall or Arena.
2. Fees and charges apply to all customers and must be paid in advance of attending the facilities unless part of an invoiced activity.
3. You must comply with all warning and instructional signage within the areas.
4. You must be 8yrs+ to attend the facility on your own unless part of an instructor lead session.
5. You must wear non-marking footwear on the courts.
6. You must not move any of the equipment located on the courts, and including equipment situated around the edges of the Sports Hall / Arena.
7. Drinks must not be taken onto the playing areas within the Sports Hall or Arena.

1. All customers must report in at reception before entering the Squash Courts.
2. Fees and charges apply to all customers and must be paid in advance of attending the facilities unless part of an invoiced activity.
3. You must comply with all warning and instructional signage within the areas.
4. You must be 8yrs+ to attend the facility on your own unless part of an instructor lead session.
5. You must where non-marking footwear on the courts.
6. You must ensure the door to the squash court is closed securely before commencing play.
7. Drinks must not be taken onto the court.

1. All customers must report in at reception before entering the Astro turf facilities.
2. Fees and charges apply to all customers and must be paid in advance of attending the facilities unless part of an invoiced activity.
3. You must comply with all warning and instructional signage within the Astro turf area.
4. You must be 8yrs+ to attend the facility on your own unless part of an instructor lead     session.
5. You must not move the goals or equipment that are situated around the edges of the Astro turf.

1. All customers must report in at reception before entering the stadium to use the track or field facilities.
2. During public sessions standard fees and charges apply to all customers.
3. You must comply with all warning and instructional signage within the stadium area.
4. Running is permitted on the track during the Casual Athletics times identified on our website.
5. Any individual throws training (Shot, Discus, Javelin & Hammer) is permitted if the person undertaking the activity is a paid-up member of a UK athletics (UKA) affiliated club and can provide proof that they have a current paid up subscription with that club.
6. Any throws training (Shot, Discus, Javelin & Hammer) is also permitted where the person is not affiliated to a UK Athletics (UKA) club, providing they are in the company of a qualified Athletics Club Coach and as part of a club training session. This session must be identified in advance with WV Active and the athletics club as a permitted session.
7. Any individual jumps training (Long Jump, Triple Jump, High Jump & Pole Vault) is permitted if the person undertaking the activity is a paid-up member of a UK athletics (UKA) affiliated club and can provide proof that they have a current paid up subscription with that club.
8. Any jumps training (Long Jump, Triple Jump, High Jump & Pole Vault) is also permitted where the person is not affiliated to a UK Athletics (UKA) club, providing they are in the company of a qualified Athletics Club Coach and as part of a club training session. This session must be identified in advance with WV Active and the athletics club as a permitted session.
9. WV Active staff reserve the right to check that customers are complying with the above requirements and undertaking the activity in line with the warning and instructional signage displayed within the stadium.

1. All customers must report in at reception before entering the stadium to use the velodrome.
2. A minimum of 2 people are required and both parties must report in at reception, even if one person is only spectating.
3. During public sessions standard fees and charges apply to all customers.
4. Cycling is permitted on the velodrome during the Casual Cycling times identified on our website.
5. You must comply with all warning and instructional signage within the Velodrome area.

1. All customers must report in at reception before attending the Board Room or Meeting Room(s).
2. Fees and charges apply to all customers and must be paid in advance of attending the facility unless part of an invoiced booking.
3. Customers must not alter and tamper with any electronic equipment located with the areas.
4. Customers are responsible for securing the area when not in use in order to maintain security.

1. We only accept class bookings from people aged 16 and above, however specified junior classes can be booked by children aged 8yrs+.
2. We advise all customers to book classes in advance.
3. The customer making the class booking must be the customer attending the class.
4. Customers can book classes for themselves only and cannot book classes on behalf of other customers.
5. Classes can be booked in person, over the telephone, online and via our mobile app.
6. Members who do not attend three or more booked classes in one calendar month will have their account temporarily suspended from making bookings for 8 days and existing bookings will be cancelled. Members can ensure they are registered as attended by tapping their membership card at the entrance turnstiles on arrival.
7. Booking times for all activities must be adhered to. If you attend at a later or earlier time than booked, you may be refused entry.
8. Members who are not able to attend a class must cancel their booking in person, over the telephone, online or via our mobile app. This can be done up to 45 minutes before their booked class starts.
9. There will be no refund option once the booking and payment has been made for pay as you go customers.
10. In the unfortunate event that one of our exercise classes must be cancelled, instead of a phone call, we will now be contacting you by email. However, if the cancellation is within 4-hours of the class starting, one of our Customer Service Assistants will contact you by phone to inform you of the change and offer you a suitable alternative if possible.
11. WV Active takes no responsibility for non-attendance and as such refunds will not be issued due to non-attendance. All customers failing to attend a pre-booked activity will be charged the full fee for the activity in question.

Get in touch

If you have a comment or complaint about any aspect of the service, you have received from WV Active then please contact us using one of the below methods:

1. Verbal – in centre
2. By Post – to City of Wolverhampton Council - Civic Centre
3. By E-mail – wvactive@wolverhampton.gov.uk
4. Using a Feedback form – handing it to a member of staff
5. Via the Website – using the online contact form
6. By phone - Contact any of our centres on 01902 551010 to speak to a member of our team.

How will we handle your comment or complaint when made direct to WV Active?

1. Stage 1
   We will attempt to deal with any comments or resolve any complaints notified to us in person immediately or as soon as possible. Complaints made by other methods will receive a response or confirmation of a resolution or outcome in writing within 10 working days of receiving the complaint (excluding weekends and Bank Holidays). (A written response to a complaint made in person can also be provided if requested).
2. Stage 2
   If you are dissatisfied with the response or decision you have received, you may ask for the response / decision to be reviewed by making your request in writing so that it is received within 15 working days of receiving the initial response. A Manager will review and re-investigate the complaint and the original decision / response, and then provide a further response.

Serious or High-Level Complaints may be escalated directly to Stage 2. A Manager will review the complaint and the decision / response given and provide a further response. Customers should receive a response in writing within 10 working days.

1. Stage 3
   Appeal Stage - If you remain dissatisfied and feel that the outcome is unfair or incorrect (i.e. not in accordance with policy, procedures or rules) you may appeal to a Senior Manager provided this is received by WV Active within 15 working days of the customer receiving the stage 2 response.

You must submit any appeal in writing, setting out the grounds for appeal the only permitted grounds are non-adherence to a policy, unfair or incorrect application of rules or policy, new information and evidence supporting your complaint. The appeal will be reviewed and considered by a manager who is independent of the subject of the complaint who will then issue a final response and decision within 10 working days. This decision is final and there is no further stage of appeal.

Customer Exclusions

1. WV Active follows the the City of Wolverhampton Council’s – Managing Unreasonable Customer Behaviour Procedure, however WV Active may issue a warning letter to any customer who displays behaviour that we deem not acceptable.
2. WV Active can impose exclusion from all premises for any period of time including permanent exclusion in the most serious of cases. Where there are reasonable grounds to believe that a criminal offence has been committed, WV Active will inform the Police.
3. Any exclusion will be reviewed by the excluding Manager’s line manager prior to final confirmation.
4. Individuals will be informed of any such exclusion in writing by registered post to the address if known; If the address is not known, the letter will be handed to the customer. It may also be necessary to provide a copy of the letter to the Police. The letter will also set out the effective date and end date (or the length of the exclusion period) and the person to whom any appeal should be directed.
5. An assessment will take place one month before the expiry of the exclusion period. The assessment will be completed by a senior manager who will evaluate any potential risks, change of circumstance or new information which may have a bearing on whether to allow the customer to return or whether a further exclusion period would be appropriate. You may contact the named manager who made the exclusion decision for an update once the exclusion period has expired.

Appeals

1. Customers have an opportunity to appeal provided:
2. The appeal is submitted in writing.
3. The appeal is received within 14 days of the date of the exclusion letter.
4. Appeals will be conducted by a senior manager not previously involved in the case. Please note the only permitted grounds for an appeal are:
5. that the procedure was not used correctly; or that new evidence has come to light (if the customer wishes to submit any new information or evidence they must send this in with the appeal); and/or
6. that the penalty imposed was unduly severe or was disproportionate to the incident/behaviour/that resulted in the exclusion.
7. Appeals will not reconsider existing evidence or be convened simply because the appellant is unhappy with the exclusion.
8. There are three possible outcomes of an appeal:
9. The appeal is dismissed and the exclusion is confirmed.
10. The exclusion length could be reduced or increased.
11. The appeal is upheld, and the exclusion is withdrawn.
12. The reviewing manager’s decision will be confirmed in writing within 14 working days of the appeal submission. This decision will be the final stage of the appeals process. If at the end of the exclusion period the exclusion is extended, the customer will be notified in writing of the new details.

Following an exclusion and prior to readmission to one of GLL’s facilities, the senior manager may apply the use of a “Conditions of Readmission Agreement”. This is a document which sets out certain terms and conditions in which the previously excluded customer needs to agree to, and comply with in order to gain readmission.

1. The customer making the booking must attend.
2. Customers can book for themselves only and cannot book on behalf of other customers.
3. You can be book in person, over the telephone, online and via our mobile app.
4. Customers can only turn up to sessions 10 minutes before the start time and must sign in at reception upon arrival.
5. Customers who turn up more than 10 minutes after the start time may be refused entry and will not be permitted to run over and receive the lost time.
6. WV Active takes no responsibility for non-attendance and as such refunds will not be issued due to non-attendance. All customers failing to attend a pre-booked activity will be charged the full fee for the activity in question.
7. You cannot have a refund on pay as you go bookings, but providing you give more than 24 hours’ notice of the start time of the booking, you can move the booking once to an alternative day and time. This change of booking must be within seven days of your original booking.
8. Bookings cancelled by WV Active will be moved to an alternative date. If no alternative date can be provided by WV Active, then a refund will be provided.

As a provider of leisure services to adults and children within Wolverhampton, WV Active has a duty of care to safeguard and promote the welfare of everyone who uses our services and is committed to sustaining a safe culture. This policy statement and our council procedures have been developed to comply with that duty and to respond effectively if concerns arise.

Children and adults have contact with WV Active in different ways. For example, they attend our gyms, pools and other areas within our facilities. Whenever they come into contact with us, we want them to be safe and to enjoy their time with us. We are committed to the safeguarding of everyone who uses our services so they can develop and thrive in a safe environment. We work with people who use our services in a way that values and respects them and ensure that we listen to their views and concerns.

WV Active has a duty to recognise safeguarding concerns, however they may occur. This includes concerns where risk to children or adults may arise from family members, members of the public, or from the behaviour of colleagues, volunteers, managers and others. This policy statement and the council’s own policies are also intended to safeguard everyone who works at WV Active and to preserve the reputation of the business.

Our Commitment to you

In order to ensure that we make every attempt to safeguard everyone within WV Active facilities, we will do the following:

1. Work to ensure that the safety and welfare of children and adults who use our services is continued priority.
2. Ensure that all adults and children, regardless of age, disability, gender, racial heritage, religious belief, sexual orientation, identity, or any other difference, have a right to equal protection from all types of harm or abuse.
3. Take seriously all suspicions and/or allegations of harm and respond to them swiftly and appropriately using these procedures.
4. Work collaboratively with council teams and any other agencies and professionals to support the management of any safeguarding concerns; share information about concerns with those relevant agencies that have a legal duty to act, involve individuals who are subject of the concern and their parents/carers as appropriate; store safeguarding information and correspondence securely and limit that information in accordance with our Privacy Policy.
5. Strive for high standards of professionalism and practices which reassure and give confidence to our customers and other staff members.
6. Review our safeguarding practices regularly and promote a learning and improvement culture in our safeguarding work.
7. Recruit colleagues safely, ensuring all necessary steps are taken and checks are made, in line with our recruitment and selection policy.
8. Ensure that all hirers, including clubs, have basic safeguarding measures in place and are aware of WV Active’s responsibilities set out in the safeguarding policy and procedures.

What we ask of you

We ask all of our customers to support us in creating a safe environment for everyone by being vigilant during your visits to our facilities and by reporting any concerns immediately to a member of the management team. If you have any concerns but do not wish to raise these to us in person, then please ask for the Managers contact details at reception and they can be contacted by email, or anonymously by telephone.

WV Active believe that opportunities should be open to all, and we are committed to providing services which support inclusivity, diversity and promote equality of opportunity. Our goal is to ensure that these commitments are embedded in our day to day working practices.

WV Active Aims To:

1. Provide equality of opportunity to all customers to participate in sport and leisure activities at all of our facilities. We do not discriminate on the grounds of age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. We oppose all forms of unlawful and unfair discrimination.
2. Develop a culture that values involvement of all, embedding and promoting the principles of equality and fairness through delivery of inclusive sport and leisure activities.
3. Provide services in a way that is fair to everyone and ensures that all customers and colleagues are not disadvantaged by imposing any unreasonable conditions.

WV Active Will Achieve This By:

1. Promoting equality of opportunity and diversity within the communities in which we work by helping to deliver Public Health initiatives.
2. Ensuring our activity programmes reflect the diversity and needs of the local communities which we serve.
3. Provide value for money activities to ensure equality of opportunity and utilise funding to provide low-cost activities where possible.
4. Implement concessionary pricing and membership for socio-economic target groups.
5. Create an environment which is both safe and fun for all ages, where participants can enjoy a wide variety of activities.
6. Communicate effectively with underrepresented groups using our website, social media and promotional material that reflects target groups and local diversity.
7. Monitoring customer participation and feedback to identify and develop opportunities for continuously improving the service we provide.
8. Uphold our Equal Opportunities Policy by using equality and diversity awareness training for our managers and colleagues.
9. Developing a workforce which reflects our customer base within the diverse communities in which we work.

The policy is to assist with the safeguarding of customers from unnecessary risks whilst swimming, using the pool areas at WV Active centres.

• All weak or non-swimmers (adults and children) should be restricted to designated safe areas of the pool i.e. the shallow end. Swimming aids can also be worn in this area of the pool.
• Swimmers are advised to swim within their own abilities and to take account of any illness or disability that may affect them. They should inform the reception and lifeguard team of any relevant medical condition / information.
• All weak and non-swimmers should not go out of their depth, with the exception of very young children, by virtue of their age / size, they may not be able to touch the bottom in the shallow end.
• A weak or non-swimmer may be defined as someone who is not able to swim one length (25m) of the pool and tread water for 30 seconds. (Our lifeguards may ask swimmers to demonstrate this requirement).
• The wearing of approved swimming aids under supervision is recommended.
• Consideration must be given to swimmers over-estimating their abilities.  If, in the opinion of the pool staff, a person is risking their personal safety they will be advised to remain in shallow areas.
• The centre management will regularly assess the risks of the pool and take any necessary action where appropriate to bring such risks to the attention of users.
• The centre management has in the interests of safety; the right to refuse admission if they consider a person is under the influence of alcohol or drugs; the right to request any person to leave the building who is considered to be aggressive or causing a public nuisance.
• Where a family changing area or uni-sex changing is not available, children of 8 (eight) years or over should be considered self-sufficient to change in the changing area of their own gender.
• All children under the age of 8 (eight) must be accompanied in the water by a person deemed responsible. A person aged 16-17 years may supervise one under 8. A person aged 18+ may supervise two under 8’s. The responsible person must always remain within arm’s reach, regardless of the child’s swimming ability.
• If a child is still wearing nappies, then a swim nappy must be worn when in the pool. This is to ensure we are following our health-related procedures in the event of any mishaps in the water that may lead to the potential closure of the pool. Please encourage your child to visit the toilet before entering the pool.
• It is recommended to wait at least one hour after consuming food before swimming.
• Swimmers must shower prior to swimming.

Appropriate and inappropriate swimwear for the pool can be found in our Swimwear Policy and on our Safe Swim signage displayed within our facilities.

Sales

1. Prices include VAT at the rate applicable at time of purchase.
2. Payment must be received in full by cash or card before taking ownership of the item.
3. We take all reasonable care to ensure that the price of the items indicated to you is correct, but we may amend prices at any time.
4. If you notice there is a difference between the displayed price at the time you make your purchase and the price being charged but our staff, you should inform the staff member and decide whether you wish to proceed with your purchase.
5. Offers and promotions are subject to availability and we may change or withdraw them at any time and without notice. Nothing shall oblige us to maintain offers or promotions for any period. Additional terms may apply, details of which will be displayed.

Returns

1. We warrant that the goods that we supply are of satisfactory quality and are fit for the purpose for which goods of that nature are commonly supplied.
2. If you find your goods are faulty, we will inspect the goods and either replace them or refund the full purchase price of the goods if we accept that there is a manufacturing defect or other fault in the goods. This is subject to you returning the goods to us no later than 14 days from the date of purchase.
3. We will replace the goods or refund you, provided that the defect or fault is not caused by usual wear and tear, damage caused deliberately or accidentally, your negligence or if you fail to follow product instructions or if the goods have been misused, altered or repaired without our approval.
4. You can return the goods to the WV Active location where they were originally purchased, together with your proof of purchase.
5. No returns will be accepted that fall outside of the above conditions.

Appropriate Swimwear:

Inappropriate Swimwear

Includes the following: Underwear, or any garment with obscene or offensive pictures or slogans, denim or heavy garments, including cotton leggings/t-shirts, long flowing clothes, baggy t-shirts and football shorts, wetsuits and trousers.

Swimwear which is not made from chlorine-resistant materials may be damaged. We advise that weak, or non-swimmers wear close-fitting swimwear (i.e. swimming trunks or a full swimsuit) to aid their learning experience. WV Active reserves the right to determine whether swimwear is appropriate. 

Medical Swimwear

Shortie dry suits manufactured by Hammonds allow children and adults with a PICC line (Hickman Line) or medical equipment that must not get wet, to participate in open swim sessions and lessons. Users must shower in the shortie dry suit prior to entering the pool.

If you have a medical condition that does not permit you to wear swimwear as advised in this policy, please contact WV Active and we will discuss this with you on an individual basis.

General Usage

We request that customers do not take photographs and videos whilst taking part in sporting and fitness activities if within the vicinity of other users.

Any customer found taking photography or videography in any changing room areas, toilets, steam room, swimming pool or poolside areas will be asked to leave the facility.

Photography / Videography – Authorised Consent

In certain circumstances WV Active will provide written approval in advance of taking photographs or video footage. These include commercial photography related to sporting or coaching events and promotions.

If you are unsure, please speak to a member of the team at your chosen centre and they will advise you accordingly.

If during your visit to our centres you are concerned about someone using a camera, mobile phone or other electronic device, please contact reception immediately.