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wellpass terms & conditions

wellpass terms & conditions

Everything you need to know about the details of our membership scheme, wellpass.

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Membership terms and conditions

  1. These terms

    1.1 These are the terms and conditions that apply to your Wellpass Membership.

    1.2 Please read these terms carefully. These terms tell you who we are, the terms and conditions that apply to your Wellpass Membership, how you and we may change or end your Wellpass Membership, what to do if there is a problem and other important information.

  2. Information about us and how to contact us

    2.1 We are Urban Massage Ltd, a company registered in England and Wales with company registration number 08771289. Our registered office is at Ground Floor Left, Dorset House, 27-45 Stamford Street, London, England SE1 9PY. Our registered VAT number is GB 210 922 547. References to “us” or “we” in these terms are to Urban Massage Ltd.

    2.2 You can contact us by writing to us at info@urban.co or via our online chat service.

    2.3 If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us when you applied for your Wellpass Membership.

    2.4 When we use the words "writing" or "written" in these terms, this includes emails.


  3. Our contract with you

    3.1 Your contract with us (and therefore these terms and conditions) commences when you apply for your Wellpass Membership and make your first payment to us in respect of your Wellpass Membership.

    3.2 We are entitled to refuse any Wellpass Membership for any reason.

  4. Wellpass Membership

    4.1 Your Wellpass Membership will remain active provided you continue to pay us your monthly subscription fee in the amount you confirmed when signing up for your Wellpass Membership. Your Wellpass Membership will end in accordance with these terms and conditions.

    4.2 Your attention is specifically drawn to this paragraph 4.2 as it relates to the expiry of any credit applied to your Wellpass Membership account. When you become a Wellpass member and the relevant membership fees are paid to us, you will start to accrue credit on your Wellpass Membership account. Any unused credit in any month automatically rolls over to the next month unless such credit expires. Please note that all credit expires on the date 6 months after the date on which such credit was applied to your Wellpass Membership account.

    4.3 You have a legal right to change your mind within 14 days of signing up for a Wellpass Membership (“the cooling off period”), and in that case you will receive a refund of any unused credit (please note we will not be able to provide a refund in these circumstances if you have used your Wellpass Membership credit to purchase treatments or other services from the Urban platform).

    4.4 You may cancel your Wellpass Membership at any time after the cooling off period. If you cancel your Wellpass Membership in these circumstances then the following terms apply:

    4.4.1 You will not be entitled to a refund of any credit balance in your Wellpass Membership account (unless clause 4.4.3 applies);

    4.4.2 You may still use any credit balance in your Wellpass Membership account to purchase treatments or other services from the Urban platform. You will be entitled to the discount attached to your Wellpass Membership until the end of your billing cycle. Following cancellation of your Wellpass Membership, you will not be entitled to the discount attached to your Wellpass Membership from the date exactly 1 month after your last payment. Please remember that your Wellpass Membership credit will continue to expire on the date falling 6 months from the date of purchase, even if you have cancelled your Wellpass Membership.

    4.4.3 You may be entitled to a refund of any credit balance in your Wellpass Membership account if you have been unable to use that credit balance to purchase treatments or other services from the Urban Platform as a result of a failure by us to make such treatments or services available via the Urban platform (other than where this is as a result of matters outside of our control).

    4.5 You have the right to use your membership to book services for family or friends, as long as the services are booked through your account. Any third party who will receive the benefit of the services will be bound and subject to our general terms and conditions mentioned in section 10.

  5. Skipping payments

    5.1 You may skip up to 3 payments in a row of your monthly subscription fee. In order to skip a payment, please let us know by contacting our customer support team via our live chat on our website or by emailing us at info@urban.co before the date when your next membership subscription fee is due (otherwise we will continue to take payments for your Wellpass Membership).

    5.2 During the months when you have skipped payments, you can continue to use any remaining credit in your Wellpass Membership account until expiry of the credit in accordance with these terms and conditions, but you will not be entitled to the discount attached to your Wellpass Membership for the purchase of treatments or services on the Urban platform.

    5.3 After your last skipped payment, payments will automatically resume for your monthly subscription in the amount you confirmed when signing up for your Wellpass Membership.

    5.4 We reserve the right to refuse to skip payments for any reason and redirect you to cancel your membership instead.

  6. How to end the contract with us

    6.1 To end your Wellpass Membership, please let us know by contacting our customer support team via our live chat on our website or by emailing us at info@urban.co before the date of your next billing due date (otherwise we will continue to take payments for your Wellpass Membership).

    6.2 If you are entitled to a refund according to the terms set out in paragraph 4.4, we will refund you any remaining credit that has not been used to purchase treatments or services from the Urban platform.

    6.3 We will make any refunds due to you as soon as possible. Your refund will only be made to the debit or credit card which you used to purchase the services.

  7. Our rights to end the contract

    7.1 We may end your Wellpass Membership at any time by writing to you in the event of a violation of our general terms and conditions mentioned in section 10. If we terminate your Wellpass Membership in such circumstances, you will not be able to use any remaining credit on your account, you will not be entitled to the discount attached to your Wellpass Membership and no refund will be paid to you.

    7.2 We may end your Wellpass Membership at any time by writing to you. If we end the contract, and excluding cases falling under paragraph 7.1, you can continue to use any remaining credit in your Wellpass Membership account until expiry of the credit in accordance with these terms and conditions, but no refund will be paid and you will not be entitled to the discount attached to your Wellpass Membership for the purchase of treatments or services on the Urban platform.

  8. If there is a problem with the services

    If you have any questions or complaints about the services, please contact us. You can telephone our customer service team via our live chat on our website or write to us at info@urban.co.

  9. How we may use your personal information

    We will only use your personal information as set out in our privacy policy, which can be found here: https://urban.co/en-gb/privacy-policy.

  10. Our general terms and conditions

    Where you use credit from your Wellpass Membership to purchase treatments or services using the Urban platform, your use of such services is subject to our general terms and conditions, which can be found here: https://urban.co/en-gb/legal

    Any third party to whom you transfer any credit who purchases services using the Urban platform will also be subject to our general terms and conditions.

  11. Modification of terms

    We may modify the terms and conditions that apply to your Wellpass Membership at any time by giving written notice to you. We will provide you with reasonable notice of any such modifications. If you do not agree to any changes, you must stop using your Wellpass Membership and terminate your contract with us according to the terms set out in paragraph 6. We may also change, suspend, terminate or discontinue any aspect of your Wellpass Membership for any reason including but not limited to monthly commitment amounts, discount amounts, credit expiry terms, credit roll over terms, cancellation terms and third party partner perks.

  12. Other important terms

    12.1 We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this.

    12.2 You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

    12.3 No other person shall have any rights to enforce any of its terms. We do not need the consent of any third party to amend these terms and conditions.

    12.4 Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

    12.5 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

    12.6 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.