Terms and Conditions

Your contract for Nü services is with Nü Wellness Club Ltd (Nü, we, us or our), a company registered in England and Wales with company number 16915170.

ADDRESS

Unit 5, Fairfield Road, Neath, SA11 3ES

EMAIL

info@nuwellnessclub.co.uk

WEBSITE

www.nuwellnessclub.co.uk

Independent practitioners rent treatment rooms and are paid directly by their clients. Where you book their treatment, the treatment contract is with that practitioner, whose prices, cancellation terms and clinical responsibilities apply. We identify the provider where relevant. Nü remains responsible for its own services and premises duties.

Before you purchase, we show the total price, including applicable taxes, the service or membership benefits, payment schedule, any minimum term and relevant expiry dates. A contract is formed when we confirm acceptance of your purchase or booking. We provide confirmation in a form you can keep.

Bookings are subject to availability and any suitability or age requirements. A membership or credit does not guarantee a place at a particular time. Please keep your account details accurate and secure. Memberships and credit packs are for the named customer only and cannot be shared or transferred.

Membership payments are collected on the recurring schedule agreed at purchase. Other purchases are payable on the terms shown before checkout. If a payment fails, we contact you and allow a reasonable opportunity to resolve it before restricting access. Cancelling a payment instruction alone does not notify us that you wish to end a membership. We do not impose undisclosed penalty fees.

Memberships have a minimum term of three calendar months from the membership start date. They then continue automatically on a rolling monthly basis until cancelled. This continuation and the recurring price are clearly disclosed before purchase.

To cancel a membership under our normal terms, speak to a member of staff or management. Normal cancellations are not handled by email or through your account. Staff record your request and confirm the notice date, end date and final payment in writing. The 30-day notice runs from the date you clearly request cancellation, rather than our confirmation date. You may give notice at any time, including during the minimum term.

Membership ends on the later of the three-month minimum-term end or 30 days after your request, unless agreed early termination or a statutory right applies. Reasonable accessibility adjustments are available. This process does not restrict statutory cooling-off or other legal cancellation rights.

We confirm the end date and final payment. Access continues until that date. Fees remain due for the period the membership remains active; any payment covering time beyond the agreed end date is adjusted or refunded proportionately. Unused membership credits expire when the membership actually ends, rather than when you first give notice.

Membership freezes may be approved under certain conditions after discussion with staff or management. We confirm the agreed dates, payments, access, credit treatment and any effect on the minimum term in writing before the freeze begins. A freeze is not automatic and does not itself cancel the membership.

Management will consider early termination in special circumstances, including illness or injury that prevents participation. Contact us promptly. We may request proportionate supporting information and will explain our decision and any agreed refund or credit treatment. We assess requests fairly, including material changes in circumstances; statutory rights remain available regardless of management discretion.

Unused monthly membership credits roll over at the end of the billing month. Rolled-over credits expire three calendar months after the end of the billing month in which they rolled over, or when membership ends, whichever is earlier. Their expiry is not reset by further rollover. Your account or booking confirmation shows the relevant dates.

All credit packs expire three calendar months from purchase. Packs bought before opening instead run for three calendar months from opening day. Extensions may be considered on request and must be agreed by Nü; requesting an extension does not automatically change the expiry. Prices, credits and expiry are clearly explained before purchase.

Credits must be used for sessions taking place within their validity period. Booking before expiry does not extend that period. Credits restored following a cancellation retain their original expiry unless we agree an extension or the cancellation is caused by Nü. If our cancellation prevents use before expiry, we extend or otherwise remedy the affected credit fairly. Expiry and non-transferability do not remove statutory refund or service rights.

The benefits of each membership tier are shown on our Membership page and confirmed at purchase. To move to a different tier, speak to the team; the change takes effect from your next billing month.

Unlimited classes and unlimited contrast therapy are subject to fair use, so that every member can book sessions at reasonable times. Member discounts apply to the named member only and to services supplied by Nü. Services from independent practitioners are excluded unless an offer expressly includes them.

Towels are provided for Nü Unlimited members. Recover and Move members and walk-in visitors should bring their own.

Members of our partner gyms receive 20% off walk-in (pay-as-you-go) sessions. The discount does not apply to memberships, credit packs or gift vouchers. We may ask for proof of current membership at a partner gym. We may change or withdraw the offer for future purchases; this does not affect sessions you have already bought.

The first session using a gift voucher must take place within 30 days of purchase. For vouchers bought before Nü opens, those 30 days begin on opening day. The remaining voucher balance or sessions expire three calendar months after that first session takes place. Making a booking alone does not start the three-month period.

If no first session takes place within the initial 30-day period, the unused voucher expires unless an extension has been agreed. Please contact us before the deadline if you cannot find a suitable available session. We extend the deadline or provide an appropriate remedy where Nü’s availability, cancellation or delay prevents use. These deadlines are prominently displayed before purchase and on the voucher so the recipient can see them.

Vouchers are redeemable only against the services or value specified at purchase. They are not exchanged for cash merely because the recipient changes their mind, except where a statutory refund right applies. Independent practitioners are excluded unless expressly included in the voucher offer. Any remaining value is subject to the stated expiry; we explain redemption conditions before purchase.

Pre-opening memberships start on opening day, including their three-month minimum term and access to membership credits. Pre-opening credit packs and gift vouchers follow the opening-day rules above. Any advance payment and the proposed opening date are disclosed at purchase.

We notify you of significant delays. If we cannot provide the purchased service within the agreed time or a reasonable agreed alternative, we offer the refund or other remedy you are entitled to; we do not retain payment indefinitely for an unavailable service.

Cancel at least 12 hours before the scheduled start to avoid a late-cancellation deduction. Cancel through the booking system or by speaking to staff or management. The time recorded by the system or when you clearly notify staff determines notice. If the system fails, speak to the team promptly. A timely cancellation restores the booking credit, subject to its existing expiry. A paid drop-in cancelled in time is refunded unless you choose an account credit.

For cancellations with less than 12 hours’ notice or a failure to attend, the booking credit will normally be used or the drop-in payment retained. This is subject to fair compensation for the loss caused: we take account of costs saved and whether the space is resold, and reduce or restore a deduction where appropriate. We do not recover the same loss twice. Management may make exceptions for emergencies or special circumstances. No additional late-cancellation or no-show cash fee is imposed by these terms.

This session rule is separate from the 30-day membership notice period and does not replace statutory cancellation rights. Independently supplied treatments follow the practitioner’s cancellation terms, provided before booking. If you have an unlimited membership, no credit deduction applies where no credit was used; repeated missed reservations may be discussed with you to protect fair access.

If we cancel a session booked using membership or pack credits, we restore the relevant credit. If you paid for a drop-in, we reimburse you or, if you choose, add a credit to your account. We do not force you to accept account credit instead of a refund. Refunds are made without undue delay, normally to the original payment method, and within any applicable statutory deadline.

We notify you of material changes as soon as reasonably possible. If an alternative time or substantially changed service does not suit you, the cancellation remedies above apply. A substitute instructor does not necessarily change the substance of a class; we still consider reasonable concerns about suitability or accessibility.

For memberships, credit packs and other eligible purchases made online, by phone or otherwise at a distance, you generally have 14 days from entering the contract to cancel without giving a reason. You can exercise an applicable statutory cancellation right by giving us any clear statement of your decision, including by email to info@nuwellnessclub.co.uk. You do not have to use a particular form or first obtain management approval. This statutory right is separate from the normal staff-led membership cancellation process and takes priority over the minimum term and notice period where it applies.

If you expressly request that an eligible service begins during those 14 days and then cancel, we may deduct a proportionate amount for services actually supplied, but only where the legal conditions for doing so are met. You lose a service cancellation right after full performance only where you expressly requested early performance and acknowledged that consequence as required by law. Simply accepting these terms is not a substitute for those separate requests or acknowledgements.

The statutory cooling-off right does not apply to certain services, including leisure services booked for a specific date or period where the legal exception applies. We explain any applicable exception before purchase; it is not a blanket exclusion for all Nü services or products. Statutory cancellation refunds are made within 14 days of receiving your cancellation notice, subject to any lawful deduction.

Complete the relevant health screening and consent process before participation and tell us about changes affecting suitability. Provide accurate information and follow staff, instructor and equipment instructions. Screening does not guarantee that a service is suitable for every person. Where appropriate, obtain advice from a suitably qualified healthcare professional before attending.

We may postpone or refuse a service where there is a reasonable safety or suitability concern, or require appropriate medical clearance. We explain the reason and fairly consider rescheduling, a freeze, an alternative or a refund according to the circumstances and your rights. Our wellness services are not a promise to diagnose, cure or achieve a particular health result. This does not exclude duties applicable to any healthcare service actually provided.

Stop and tell staff immediately if you feel unwell or experience pain, dizziness or other concerning symptoms. Do not use facilities while intoxicated or impaired. Follow the specific rules for heat, cold exposure, HBOT and exercise equipment, including permitted clothing, hygiene, session duration and prohibited items. We provide relevant safety instructions before participation; they cannot remove your statutory rights.

Under-18s may attend eligible services subject to service-specific age limits, parent or guardian consent and supervision, and medical supervision where required. Check eligibility before purchasing or booking. We may require a responsible adult to make the purchase or attend. Approval for one service does not establish suitability for another. A signed consent form does not waive duties owed to the young person.

Arrive in sufficient time for check-in and required screening. Staff may refuse late entry where joining would be unsafe or disrupt the session. Individual appointments may still finish at the original booked time. Where entry is reasonably refused because of your late arrival, the late-cancellation provisions apply, subject to fairness and any statutory rights.

Treat customers and staff respectfully. Harassment, threatening behaviour, unsafe conduct, deliberate equipment misuse and unauthorised recording of others are not permitted. Respect privacy in all areas, especially changing and treatment rooms. Use equipment as instructed and report faults or incidents promptly.

Swimwear must be worn in the contrast suite. Fitted, comfortable clothing is required for classes, and grip socks are recommended for Pilates.

We may immediately restrict access where reasonably necessary for safety or serious misconduct. For other breaches, we normally explain the concern and give a reasonable opportunity to remedy it. Any suspension or termination is proportionate, with reasons and a fair assessment of unused prepaid services; there is no automatic forfeiture of all advance payments.

Keep valuables secure and follow storage guidance. Tell us promptly about lost items or damage. We are responsible where loss results from our breach of duty; we do not accept responsibility for losses wholly unrelated to our acts or omissions. You are responsible for damage you cause through deliberate conduct or a failure to take reasonable care, limited to reasonable evidenced loss.

Published hours and timetables may change for reasonable operational, safety or maintenance reasons. We give reasonable notice where possible. If a closure or significant reduction prevents you receiving paid services, we offer an appropriate extension, credit, proportionate refund or cancellation remedy. Events outside our reasonable control do not automatically entitle us to keep payments for services we cannot provide.

We provide services with reasonable care and skill and honour information about the service that forms part of your contract. If a service does not meet the contract, you retain your legal remedies, including repeat performance or an appropriate price reduction or refund where applicable. Contact us promptly so we can address the issue.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability or consumer right that cannot lawfully be excluded. Participation involves risks, but agreeing to these terms or signing a consent form does not release us from our legal responsibilities.

We are responsible for reasonably foreseeable loss caused by our breach of contract or failure to use reasonable care and skill. These services are supplied for personal use; we are not responsible for business losses from personal bookings. We do not guarantee a particular fitness, recovery or medical outcome, while remaining responsible for contractual promises and applicable duties.

The version supplied when you purchase applies to that contract. We do not retrospectively reduce purchased credits, shorten their validity or change the agreed minimum-term price without your agreement. Prices for new purchases may change, with the current total price shown before checkout.

For a rolling membership after the minimum term, we give at least 30 days’ written notice of a proposed price increase or materially disadvantageous change. You may cancel before it takes effect without an additional charge caused by that change. Any change during a minimum term that you have not agreed to must preserve your contractual rights, including an appropriate right to end the affected agreement.

By separately opting in, you agree to receive recurring automated promotional text messages from Nü Wellness Club Ltd at the mobile number you provide. These messages advertise promotional offers and upcoming events. SMS consent is optional and is not a condition of any purchase. Accepting these terms does not itself give SMS marketing consent.

Message frequency: We send up to four promotional text messages per month. Frequency may vary within this limit.

Message and data rates: Message and data rates may apply according to your mobile service plan. Any applicable charges are billed by and payable to your mobile service provider. Contact your provider for details.

Opting out and getting help: You can unsubscribe at any time by replying STOP to any message we send you. After you send STOP, you will receive a one-time confirmation message and no further messages will be sent. To rejoin, sign up again using the original opt-in method or reply START. For help, reply HELP to any of our messages or email info@nuwellnessclub.co.uk.

Delivery: Mobile carriers are not liable for delayed or undelivered messages, subject to any liability that cannot lawfully be excluded. Delivery is not guaranteed. Nothing in this section limits your statutory rights.

Our Privacy Policy explains how we use and protect mobile information and SMS consent records.

Carrier liability: Carriers are not liable for delayed or undelivered messages.

We aim to keep the information on our website and app accurate and up to date, but timetables, prices and services may change. The current details are confirmed before you purchase or book.

The content, design, photography and branding on our website and app belong to Nü Wellness Club Ltd or our licensors and may not be copied or reused without permission.

Our website links to other services, such as Instagram and Google Maps, and our timetable, account and membership pages use tools provided by our booking platform. Those services have their own terms and privacy notices.

Please do not misuse our website or app, attempt to gain unauthorised access to them, or submit false enquiries or bookings. How we handle personal information is explained in our Privacy Policy and Cookie Policy.

Our separate Privacy Policy explains how we use account, booking, health, CCTV and other personal information. Health screening, marketing and promotional permissions are handled separately where required. Membership acceptance does not itself give optional marketing or photography consent.

For normal membership cancellations, speak to staff or management as described in section 3. For complaints or general questions, email info@nuwellnessclub.co.uk with your name and relevant booking or membership details. We investigate and respond within a reasonable time. If a complaint remains unresolved, we provide information about an appropriate alternative dispute resolution body and whether we are willing or required to use it. Your statutory cancellation rights and right to bring a court claim are unaffected.

These terms are governed by the law of England and Wales. Consumers retain any mandatory protections and rights to use courts in their place of residence where applicable. If a term is unenforceable, the remaining terms continue so far as lawful; we cannot use this clause to remove consumer protections. A failure to enforce a term immediately does not waive lawful rights.