Terms, Conditions and Privacy Notice

1.1    Centre: Active Lifestyle & Sports Activity operating from the Centre’s locations on University premises being the Gym, Sports Centre, Nobles Field, Margaret Young pitches/courts, East Field, Founders Tennis courts, Treatment Rooms. Meeting Rooms, Changing Rooms, Founders Field, Jane Holloway Studio

1.2    Concession: A User who has access to a concessional rate based on an agreement with their employer, their relation to a current Staff member or an Alum of Royal Holloway.

1.3   Facilities: The premises, equipment and other facilities of the Centre. 

1.4   Group Exercise: includes Group Exercise classes.

1.5    Member: A User who pays a fee entitling them to access the benefits of this Membership Agreement in particular the use of some or all the Facilities.

1.6    Membership Email: fitnessmemberships@rhul.ac.uk

1.7    Staff: Royal Holloway Staff on a permanent or fixed term contract including PGR students.

1.8    Student: a current and valid student of Royal Holloway, University of London.

1.9   University: Royal Holloway and Bedford New College, known as Royal Holloway, University of London. 

1.10   User: any person or organisation using the Facilities of the Centre (including spectators, supporters and visitors).

1.11   User Conditions: The User Terms & Conditions applicable to all Users of the Centre available on the Website.

1.12   Website: www.royalholloway.ac.uk/sports

2.1    Student, staff or concession members may be required to provide proof of status on visiting the centre

2.2    If a Member under this Agreement no longer qualifies for the Membership (for example is no longer a student, member of University staff, or is no longer eligible to Concession rates through their employer) they must immediately notify the Centre using the Membership Email. Their Membership will end on the date of deregistration from the University or on their last date of employment or eligibility for concession rates. Please see Clause 8 below for details on cancellation.

3.1    If you purchase your membership online, you have the right to cancel within the 14 day cooling off period from purchase for a full refund, provided you have not started using the membership.

3.2    If you choose to begin using your membership immediately, you acknowledge that you will lose your right to a full refund once the service has been fully provided.

3.3    Refunds for partial use within the cooling-off period may be made on a pro-rata basis.

3.4    To cancel a membership in the cooling off period, Members must send an email to  fitnessmemberships@rhul.ac.uk  

3.5    Memberships are not considered for cancellation or refunds outside of the cooling off period.

4.1    The University may vary Membership rights and vary any services delivered to Members. In particular, closing and opening times, Facilities and Group Exercise all remain subject to change, including both withdrawal and re-timetabling.

4.2    Members will be required to cease using Facilities or not start use of Facilities at times specified. As a minimum, all Members must not start use of the Facilities 30 minutes before closing time.

4.3    The University will not be held liable where its services cannot be delivered through circumstances beyond its reasonable control e.g., through staff absence and severe weather conditions.

4.4    Membership categories and products:

Active Lifestyle ‘Student’ Memberships
Annual, 3 month and 1 month Student memberships can be purchased for both peak and off-peak opening hours. Off-peak hours are before 3pm Monday-Sunday.

• Annual Membership - access to the gym, Group Exercise classes and recreational sport sessions. Includes a 1 Hour Free Tennis or Outdoor Basketball booking per day, BUCS UNIversal membership (peak only);
• 3 Month Membership - access to the gym, Group Exercise classes and student recreational sport sessions;
• 1 Month Membership - access to the gym only. Includes discounted Group Exercise and student recreational sport sessions;
• Group Ex & Just Play Pass - pass of 8 sessions, which can be redeemed against Group Exercise classes and Just Play bookings;
• Royal Holloway Sport Saver- this membership gives the user discounted pay-as-you-go rates for gym, Group Exercise and recreational sport session fees and facility hire;
• RCP Monthly Membership - pay monthly by debit card or credit card, start date of membership dictates when payment is due each month. This membership includes unlimited access to the gym, Group Exercise and Just Play sessions.

BUCS Universal Gym membership is included in the Annual Peak Student membership. Full details of this programme are available on the BUCS website.

Active Lifestyle ‘Concession’ Memberships (Available For Peak time Only)

• Annual Membership - access to the gym, Group Exercise classes and recreational sport sessions. Includes a 1 Hour Free Tennis or Outdoor Basketball booking per day;
• 3 Month Membership - access to the gym, Group Exercise classes and recreational sport sessions
• 1 Month Membership - access to the gym only. Includes discounted Group Exercise and recreational sport sessions;
• Royal Holloway Sport Saver - this membership gives the user discounted pay-as-you-go rates for gym, Group Exercise and recreational sport session fees and facility hire;
• RCP Monthly Memberships - access to the gym, Group Exercise classes and recreational sport sessions, plus discounted use of facilities as advertised. Recreational sport only option is also available.

Active Lifestyle ‘Community’ Memberships (Available For Peak time only)

• Annual Membership - access to the gym, Group Exercise classes and recreational sport sessions. Includes a 1 Hour Free Tennis or Outdoor Basketball booking per day;
• 3 Month Membership - access to the gym, Group Exercise classes and recreational sport sessions;
• 1 Month Membership - access to the gym only;
• RCP Monthly Membership - pay monthly by debit card or credit card, start date of membership dictates when payment is due each month. This membership includes unlimited access to the gym, Group Exercise classes and recreational sport sessions;
• Community Pay-as-you-go - purchase of day passes to the gym, Group Exercise classes, recreational sport sessions and to book other facilities.

1-hour free court use

• The free 1-hour booking included in an annual membership must be used by the membership holder.
• Members may bring up to 3 additional players for tennis or up to 9 for outdoor basketball.
• Only one free hour may be used per day, and bookings are subject to availability.

5.1    Members must also comply with the User Conditions, which are available below.

5.2    Particular attention is drawn to clause 6.1 of the User Conditions: The University reserves the right to require any User to leave the Centre and any other part of its premises, to refuse access, impose further conditions on access, and suspend or terminate Membership, if the User behaves in an aggressive or harassing manner towards its staff or other users, or behaves in any other way deemed unacceptable or in breach of University policies.

6.1    The fees for Membership are detailed on the Website.

6.2    If a member does not make full payment at the time of acceptance of this Agreement the University may suspend or terminate Membership. 

6.3    The University may automatically increase the Membership Fees by up to 5%. Any increase will be notified to the Members through email and in advance and will not be implemented until the following academic year. RCP Members may within 14 days of the University’s notice terminate their Membership which will then cease at the end of their final monthly payment term. Notice must be sent using the online membership cancellation form.

7.1    Annual Memberships shall continue for one year from the start date of the Membership. 

7.2    Monthly Memberships will last 31 days.

7.3    3 Month Memberships will last 93 days.

7.4     RCP Memberships, will last until notice of cancellation is provided by the member, or payments fail on 3 or more occurrences.

8.1    The University may terminate or suspend Membership if the Member breaches any terms of this Agreement or breaches any of User Conditions.

8.2    Where (i) a University student finishes or permanently withdraws from their programme of study or (ii) a Member of University staff ceases employment with the University within 6 months from the date the student/staff Member accepts the terms of this Agreement, for an annual membership, a percentage of fee will be refunded. If it is within 3 months of acceptance, 50% of the fee paid will be refunded. If between 4 and 6 months, 25% of the fee paid will be refunded. There will be no refund if the individual leaves more than 6 months after acceptance.

8.3    To obtain a refund under clause 8.2 Members must complete the Membership cancellation form at least two weeks before their departure date. Confirmation of leaving may be required.

8.4    Where a Member is given student or staff Membership that Membership shall immediately terminate if they cease to hold that same status as student or member of staff.

8.5    Membership freezes, suspensions, or refunds are not permitted, except in exceptional circumstances (e.g. medical or personal reasons beyond your control). If you are unable to use your membership for a period of time, you must contact the Sports Centre at the start of that period to request consideration. All requests will be reviewed on a case-by-case basis, and supporting evidence may be required. Please note: Freezes, extensions, or refunds will not be considered retrospectively.

9.1    Membership is personal to the Member. Members are not permitted to allow any other persons to use their Membership. In particular, others may not use Members’ cards to book Facilities or gain entry to the Centre. Members may have membership terminated if found to be contravening such rules.

10.1   Students will have their Membership recorded on their student card. Non students will be issued with a separate Membership card.

10.2    A replacement student card can be obtained from the Student Services Desk.

10.3   A replacement Membership card for non-students is available from Reception desk at  the cost of £5 administration fee.

10.4   Members should refer to the Website for any updates on times of entry or gym opening hours.

10.5   Students or staff will be required to provide proof of status.

10.6  Members must use and carry their Membership card about them at all times whilst using the Centre.

10.7  Entry and use of the Facilities as a Member may be denied where a member cannot produce their Membership card.

10.8  Membership cards are individual to the Member concerned and must not be given or lent to any third parties.

10.9   Users are responsible for the safe keeping of their Membership card.

10.10 Pending any investigation regarding the suspected wrongful use of a Membership card, the right to use the Facilities may be temporarily suspended with immediate effect.

11.1   In order for the Centre to provide Members with access to the Facilities, Members must provide the Centre with the personal data requested on the membership form. The Centre processes personal data in accordance with the University’s Data Protection Policy and the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Data Use and Access Act (DUAA) 2025.

11.2   Your personal data will be used by the Centre to provide you with Membership of the Centre and to contact you by telephone and email. The Centre will only share your personal data with third parties where there is a clear lawful basis, such as a legitimate interest, a legal obligation, or where it is necessary for the performance of a contract with you.

11.3   The Centre may engage third-party organisations to perform certain administrative functions on its behalf. Where these services involve the processing of personal data, the Centre will ensure that a written contract is in place. This contract will require the third party to process personal data in compliance with applicable UK data protection legislation and to implement appropriate technical and organisational measures to safeguard the data.

1.1.   We will respect your personal decisions and allow you to make your own choices about what exercise you can carry out. However, we ask you to not exercise beyond what you consider to be your own abilities.

1.2.   We will make every reasonable effort to make sure that our equipment and facilities are in a safe condition for you to use and enjoy.

1.3.   We will take all reasonable steps to make sure that our staff are qualified to the fitness industry standards as set out by the Register of Exercise Professionals.

1.4.   If you tell us that you have a disability which puts you at a substantial disadvantage in accessing our equipment and facilities, we will consider what adjustments, if any, can be reasonably made.

2.1.   You should not exercise beyond your own abilities. If you know or are concerned that you have a medical condition which might interfere with you exercising safely, before you use our equipment and facilities you should get advice from a relevant medical professional and follow that advice.

2.2.   You should make yourself aware of any rules and instructions, including warning notices. Exercise carries its own risks. You should not carry out any activities which you have been told are not suitable for you.

2.3.   You should let us know immediately if you feel ill when using our equipment or facilities. Our staff members are not qualified doctors, but there will be a person available who has had first-aid training.

2.4.   If you have a disability, you must follow any reasonable instructions to allow you to exercise safely. 

1.1    Block Booking: a booking for a series of uses of Facilities at different times.

1.2    Booking: either a Single Booking or a Block Booking.

1.3   Centre Management: The Sports Facilities Managers of the Centre or their nominee.

1.4     Duty Manager: the Centre manager on duty at the relevant location.

1.5    Facilities: the premises, equipment, and other facilities of the Centre.

1.6    Gladstone Go – website where memberships can be purchased, and personal details amended.

1.7    Group: where Users are to use the Centre’s Facilities under a shared activity.

1.8    Group Exercise: includes Group Exercise classes.

1.9    Group Leader: where a Group is to use the Centre’s Facilities the person making the Booking.

1.10   Member: A User who has membership of the Centre by currently paying an annual, monthly or Pay-as-you-go fee for use of some or all the Facilities.

1.11   Royal Holloway Sport App – Mobile Pro app used to access all membership and facility details.

1.12   Single Booking: A Booking for use of Facilities at one time only.

1.13   Special Users: children, vulnerable adults or Users with disabilities (see section 7).

1.14   Student Group – ratified Students’ Union group either a sports club or society.

1.15  The Centre: Active Lifestyle & Sports Activity operating from the Centre’s locations on University premises being the Gym, Sports Centre, Nobles Field, Margaret Young pitches/courts, East Field, Founder's Tennis courts, Treatment Rooms, Founder's Field, Jane Holloway Studio.

1.16   The Centre’s email address: sportscentre@royalholloway.ac.uk

1.17   University: Royal Holloway and Bedford New College, known as Royal Holloway, University of London (of which the Centre is a part).

1.18   User: any person or organisation using the Facilities of the Centre (including spectators, supporters and visitors).

1.19   Website: www.royalholloway.ac.uk/sports

2.1    All Bookings are made on these User Conditions. User Conditions may only be varied where agreed in writing by Centre Management.

2.2    All Users use the Centre subject to these User Conditions. Non-compliance with any part of these User Conditions may lead to immediate suspension or termination of Membership/right to use the Facilities.

2.3    Users in a Group shall have joint and several liabilities. This means that any one User in the Group can be held liable for the total liability of the Group (even where the User may not themselves have been at fault).

2.4    Where required to give personal contact details, Users must ensure that any changes are immediately made known to the Centre’s staff or changes made via GladstoneGo.

3.1    These are the entire User conditions that relate to Users’ use of the Centre.

3.2    A waiver of any of these User Conditions allowed by Centre Management regarding an individual User or instance shall not be valid beyond the duration of the visit for which the waiver was granted.

3.3    These User Conditions shall give no contractual rights to any third parties.

3.4    These User Conditions are subject to English law and the exclusive jurisdiction of the English courts.

4.1    Use of the Centre’s Facilities is available to Members, individuals, and other organisations/people agreed by the Centre’s staff.

4.2    Members shall be bound by the additional membership conditions known as the ‘Membership Agreement’ (including any variations to those conditions) detailed above and on the website.

4.3    Students or staff will be required to provide proof of status.

4.4    Members must use and carry about them at all times their Membership card. Entry and use of the Facilities as a Member may be denied where a member cannot produce their Membership card. Centre staff may at their absolute discretion allow entry and use of the Facilities where alternative ID can be produced.

4.5    Membership cards are individual to the Member concerned and must not be given or leant to any third parties.

4.6    Members are responsible for the safe keeping of their membership card. Pending any investigation regarding the suspected wrongful use of a card membership, the right to use the Facilities may be suspended with immediate effect.

4.7    Any found, lost or stolen membership cards must be immediately reported
using the Centre’s email address: sportscentre@royalholloway.ac.uk

5.1    The University is not liable for any losses which are not caused by either a breach of these User Conditions by the University, non-compliance with duties under applicable legislation or negligence.

5.2    The University will not be liable for any losses which were not reasonably foreseeable to both parties when the contract was formed.

5.3    The University does not accept responsibility for the security of, damage to or loss of the property of any User.

5.4    Nothing in these terms will exclude or limit our liability for fraud, death or personal injury caused by our negligence or any other matter which it would be illegal for the University to (or attempt to) exclude or limit.

6.1    The University reserves the right to require any User to leave the Centre and any other part of its premises, to refuse access, impose further conditions on access, or suspend or terminate membership of the Centre.

6.2    Users will refrain from any conduct which is offensive, unseemly or unsporting, or which might cause annoyance or danger to others.

6.3    Users will comply with all instructions and requests made by the Duty Manager or other Centre staff.

6.4    Users will treat equipment/keys loaned or hired with respect.

6.5    Users will be liable for any cleaning costs and damages due to inappropriate behaviour.

6.6    Users will not use or possess alcoholic drinks or illegal drugs whilst on Centre premises. Alcohol may be consumed at large scale one off events if written permission is granted from Centre Management.

6.7    Smoking or Vaping is not permitted within the boundaries of courts and pitches, within 5m of a building entrance or in any indoor facility.

7.1    Children are those under the age of 18. Vulnerable Adults are those as defined under section 60(1) of the Safeguarding Vulnerable Group Act 2006. A disabled person is someone with a disability as defined under the Equality Act 2010. If any Booking is to involve a Special User, notice should be given to the Centre Management at the time of booking to ensure proper arrangements exist or appropriate arrangements can be made.

7.2    The University is a committed equal opportunities organisation. It will not unlawfully discriminate against Special Users. It will look to accommodate the needs of Special Users. However, the University reserves the right to cancel a Booking where to do so would be lawful and the University feels it cannot reasonably accommodate all the identified needs of the Special User.

7.3     Under 18s are not permitted to use facilities unsupervised. The Sport team must be notified in advance of any bookings whereby there will use by under 18s for safeguarding purposes.

8.1    Pets and other animals are not permitted on the Sports Centre premises. The only exceptions to this are guide dogs for the blind, hearing dogs for the deaf and other working dogs that assist people with disabilities.

9.1    Lists of applicable charges and terms of payment are available at all receptions and on the Royal Holloway Sport App.

9.2    The Centre reserves the right to charge the user for the cost to replace hire equipment/keys if not returned or if returned in an unsatisfactory condition.

9.3    In all cases, should the User default on payment for a Booking, the Centre reserves the right to cancel the Booking and retain any deposit or part payment received.

9.4    The University will review prices annually, which may automatically increase prices and introduce charges where none previously existed. Any increase in price or the introduction of a charge will be notified to members in writing and will not be implemented until the following academic year.

9.5    All Single Bookings must be paid for in full at the time of booking.

9.6    Block Bookings of 10 or more consecutive occasions can exclude VAT where HMRC regulations are met. If block bookings are cancelled in the event of an emergency a credit note may be given for another session.

9.7    All Block Bookings will be invoiced prior to the booking commencing and must be paid as per the terms of the University finance regulations.

10.1    Users will always use the Facilities in a responsible manner. Users use the facilities at their own risk. Users must check Facilities before use and report any concerns immediately to Centre staff.

10.2    Bookings will be subject to completion of satisfactory risk assessments where required by the law or otherwise indicated by Centre staff. Users must always complete a satisfactory risk assessment and provide a copy of that assessment to the Duty Manager before commencement of the activity where the following equipment is to be used:

·  inflatable equipment (such as bouncy castles)

·  gas bottles

·  heavy equipment

10.3   All injuries/accidents must be reported immediately to the Duty Manager (if necessary, through any Centre staff on duty). Duty Managers are qualified first aiders.

10.4   Users are responsible to let us know of any special request, and we will provide supporting information on health and safety issues where required.

10.5   Users should not hesitate to call emergency services where needed but must then inform the Centre staff who then will inform Security.

10.6   The Centre reserves the right to refuse access to any Facility if it is deemed to be unsafe. This includes where the recommended maximum number of Users for a Facility has been reached.

10.7   The Centre reserves the right to refuse access to any Facility whilst refurbishments take place. This will be no longer than two weeks for the Gym in any given year and indefinitely for all other Facilities. If this does happen, then Centre management will be in contact to arrange compensation for the cost of the membership based on the length of time of the closure.

10.8   Events and/or high-risk activities must have an external first aid provision, the first aid provision must be approved by the centre as part of the Booking.

10.9   In the event of a fire or emergency of any kind resulting in the need to evacuate the building, an alarm will sound, and Users are required to leave the premises at the nearest signed exit, and to follow instructions of the Duty Managers/Fire Marshals. Please familiarise yourself with the location of exit signs.

10.10 The University reserves the right to cancel Bookings indefinitely where the Centre is to be used as an emergency evacuation point or refugee centre. If this does happen, then Centre management will be in contact to arrange compensation based on the length of time of the closure.

11.1   Users must stop using and immediately report to the Duty Managers any damaged or defective Facilities that might pose a danger.

11.2   Users must not abuse the property of the University. Fair wear and tear are accepted but Users must not damage Facilities. The Group Leader will be responsible for the cost of replacing or repairing damaged Facilities. Replacement or repair will be at the University’s discretion. Users may not be allowed to use
Facilities again until any such charges have been paid.

11.3   Users who lose equipment or property belonging to the Centre must notify reception immediately. The User is liable for any costs associated with replacing such equipment/property.

12.1   For use of the Facilities, appropriate dress (including upper torso clothing) and footwear must be always worn. Users must check the footwear and clothing requirements for the location in which they are playing and ensure that they comply with the requirements.

13.1  No electrical equipment may be brought into the Centre locations without prior approval of Centre Management.

13.2  All electrical equipment must conform to relevant legal standards and may only be used after confirmation of acceptability by the Centre Management.

13.3  Users are not permitted to move any large equipment (e.g., goals, nets and posts) around or off the area booked unless properly trained to do so.

13.4  Users are entirely responsible for the operation and safety of their own and other equipment not belonging to the Centre.

13.5  Fitness equipment must not be taken outside of the facilities unless under the instruction of a Fitness Professional or member of staff.

14.1   Arrangements for changing facilities vary across the Centre. It is the responsibility of Users to enquire and check that their needs can be satisfied.

14.2   Where changing facilities are allocated, access to the changing room will normally be granted 20 minutes prior to the agreed time for use and again following the booking for an agreed time after the completion of use of the main sporting facility.

14.3   Lockers are provided for the convenience of all users in the sports centre changing rooms. When a User has ended their visit, they must ensure the key is returned to the correct lock or their padlock is removed. The lockers are checked daily after closing hours; any belongings found after hours will be removed. The Centre is not liable to replace any padlocks removed and any belongings removed from lockers will be disposed of if they have not been collected within one month. Repeated abuse of lockers may lead to immediate suspension of membership/ability to use the Facilities.

14.4   All bags and outdoor clothing should be secured in the lockers provided. No bags or excess clothing are allowed into the Sports Hall or the Gym unless prior agreement is sought.

14.5   The Centre reserves the right to close changing facilities for maintenance and refurbishment but will endeavour to provide a suitable alternative option.

15.1   The only food or drink which may be brought into the Centre must be contained and must be for personal use only.

15.2   Where permission for the use of outside caterers or the provision of own food is granted, the detailed requirements of the Head of Active Lifestyle and Sport must be followed. The Facilities must be left in a clean, tidy, hygienic state with all waste food and materials being removed by the Users. The cost of any additional cleaning which is necessary will be recharged to the Users in full. Any external catering company must provide sufficient public liability insurance cover and meet all University requirements on external catering.

15.3   Glass is prohibited within the Centre, any food or beverage in glass must be repackaged and the glass disposed of before the food or beverage is brought into the Centre.

15.4    Chewing gum is not permitted within the Centre.

15.5   The Centre is an alcohol-free facility except for where express permission has been granted by the Centre Management for events as outlined in clause 6.6.

16.1   Parking at the University Sports Centre is free for up to three hours, but capacity is limited. All parking Facilities are offered on a first come basis. Parking cannot be guaranteed. Users are advised to check with the Centre Management when enquiring about hosting an event.

16.2   The University operates an automatic number plate recognition scheme and any User who intends to be at the Centre for longer on a single stay must complete the self-service process at the main centre reception. Parking information can be found on the University website.

16.3  The Group Leader is responsible for communicating the parking procedure to all Group attendees.

16.4 The Centre does not accept any liability for parking penalties and all disputes must be logged with the issuer. The parking is managed by an external provider.

16.5 Bicycles to be stored in designated area only.

17.1  The opening and closing times of Facilities are detailed on the Website and Royal Holloway Sport App. Times vary between term time and out of term time.

17.2  A User will be required to use the Facilities within certain time periods. As a minimum, a User must not start use of the Facilities 30 minutes before closing time. 

17.3  The University may vary any services delivered to a User. Opening and closing times, Facilities and activities are subject to change. The provision of certain Facilities and activities may be withdrawn or re-timetabled without notice.

17.4  The University will not be held liable where its services cannot be delivered through circumstances beyond its reasonable control e.g., through staff absence, severe weather conditions and Government/Local authority restrictions (such as Covid).

17.5  The Centre reserves the right to close or offer restricted hours during public holidays and University closure dates.

18.1   All Users of the fitness Facilities must watch the gym induction video (available via the Royal Holloway Sport app) and agree to the Health Commitment Statement before using the fitness Facilities.

18.2   If a user’s circumstances change at any time, the User must consult a member of staff immediately and, if required, be prepared to seek medical advice.

18.3   Users must seek advice from the Centre’s staff before using any equipment that was not covered in their induction.

18.4   In the interest of hygiene, it is recommended that Users bring a small towel when training and use the antibacterial spray and towel to wipe down the equipment before and after use.

18.5   Users are required to replace weights, dumbbells and lifting accessories and to wipe down the equipment after use.

18.6   No phone use whilst in operation of any fitness equipment apart from using to listen to music via headphones, not via the phone speakers.

18.7   It is not permitted to bring any size of bag (or other items not directly required in connection with the use of the equipment within the Facilities) into the gym. Please use lockers provided.

18.8   There may be occasions where Members are asked to wait to gain access to the gym during busy periods. If the capacity in the fitness suite reaches its maximum user limit (60) a ‘one in, one out’ policy will be enforced.

18.9   Access to a Group Exercise class may be refused if the Member arrives late for the session. Members should arrive at least 5 minutes before the start of the session.

18.10 Access to pre-booking group exercise may be restricted for a period of time should the member fail to notify the Centre of their cancellation of a class booking. One written warning will be given to the email address held by the Centre.

19.1    If Users wish to make a complaint, raise a concern, or pass on a compliment, customer comment forms are available online and on our Royal Holloway Sport App.

20.1   Access to the site must be made through the allocated gateways and pathways. Centre staff will open gates once that Booking has registered at reception.

20.2   3G pitch: to help protect the surface, only clean training-type footwear with moulded or screw-in studs are to be worn. Trainers (flat soled), blades and rigid blade style of boots will not be permitted on the surface. This applies to anyone stepping onto the pitch.

20.3   Astro pitch: no studs to be worn on the surface. Clean flat-soled or dimpled astros are to be worn.

20.4   Footwear must be worn by all players. Bare feet will not be permitted.

20.5   Floodlighting for the area is controlled at the Sports Centre reception and can be made available on request.

20.6   Users are not allowed to go onto the pitch until their allotted time, so as not to interfere with other users still on the area.

21.1    In order for the Centre to provide access to the Facilities, Users must provide the Centre with the personal data requested on the online membership form at point of sign up. The Centre processes personal data in accordance with the University’s Data Protection Policy the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and the Data Use and Access Act (DUAA) 2025

21.2    Your personal data will be used by the Centre to provide you access to the facilities and create bookings for the Centre and to contact you by telephone and email. The Centre will only share your personal data with third parties where there is a clear lawful basis, such as a legitimate interest, a legal obligation, or where it is necessary for the performance of a contract with you.

21.4   The Centre may engage third-party organisations to perform certain administrative functions on its behalf. Where these services involve the processing of personal data, the Centre will ensure that a written contract is in place. This contract will require the third party to process personal data in compliance with applicable UK data protection legislation and to implement appropriate technical and organisational measures to safeguard the data.

22.1.  Requests to conduct photography or filming will be reasonably considered, except in changing areas where use of photographic or recording equipment of any kind is strictly forbidden including the use of mobile phones.

22.2  Use of photographic or film equipment, including the use of mobile phone cameras, within the Centre is not allowed without the written consent of the Centre management. Requests must be sent using the online form. Those taking photographs are required to acknowledge that the law may require them to receive the consent of every person photographed or filmed and that failure to receive such consent may result in disciplinary action.

22.3.  In addition to the consent required in clause 22.2 photographers are solely responsible for acquiring the consent of each person photographed or filmed.

22.4.  The Centre management reserves the right to immediately terminate any photography or filming that causes any undue disturbance, violates University policies or regulations, or endangers the health, safety or privacy of participants, visitors, or staff.

22.5.  In line with User terms and conditions and the membership agreement, Centre management also reserve the right to suspend or terminate the membership of anyone who does not follow these guidelines, particularly where the privacy of other Users is disregarded, or their consent is not given to be included in photos that are taken.

22.6   All Users of the facilities may be photographed or videoed by the University for internal or external display or marketing purposes. This also extends to events run by staff across campus. Notifications when photography/videography is taking place will be displayed if appropriate. Consent will be sought for under 18’s prior to any photos or videos being taken.

22.7    Any User who does not wish to be captured in photos or videos must notify the staff on duty who will issue a wristband to ensure the team are aware that individual is not to be included. Wristbands will automatically be distributed to Under 18’s prior to the start of any content capture where permission has not been granted.

23.1    A Booking can be made no more than 7 days in advance for non-members and 14 days in advance for members within the dates of the membership agreement (unless stated otherwise by Sports Centre Operations Manager) for facilities, group exercise classes and recreational sport sessions

23.2    Full payment must be taken at the time of Booking.

23.3   The Centre reserves the right to cancel any Booking in the event of inclement weather (outdoor facilities only), on or before circumstances beyond the reasonable control of the Centre or if the Facility is deemed unsafe. Under these circumstances, the Centre endeavours to give as much notice of cancellation as possible.

23.4   Should the Facility not be available due to unforeseen circumstances, e.g., poor weather, the Centre will provide a credit on the User’s account for that session.

23.5   The Centre requires 24 hours’ notice for any Single Booking cancellation from the User who made the Booking. A full refund must be requested and will be given. No refund will be given where the user fails to make the cancellation with 24 hours’ notice.

23.6   A Single Booking is only to be moved to a different date a maximum of two times and must stay as the same activity.

23.7   All Bookings have a duration of 55 minutes, commencing on the hour and finishing at 5 minutes to the hour. 

23.8  The booker (group leader) must be present and actively using the facility during the Booking.

23.9  These Bookings are for recreational use only. Individuals cannot book multiple courts simultaneously, as they cannot participate on more than one court at a time.

23.10 All Users must sign in at reception before accessing facilities.

23.11 Only those holding valid student or concession memberships are entitled to discounted facility rates.

23.12 Bookings made by individuals for commercial purposes, including but not limited to coaching, organised fixtures, or sessions involving participants under the age of 18- must be arranged directly through Active Lifestyle & Sport via sportsbookings@rhul.ac.uk. This includes bookings for indoor or outdoor activities.

23.13 Misuse of personal Membership accounts to obtain discounted or group bookings may result in the cancellation of bookings and suspension of facility access.

24.1    To meet HM Revenue & Customs VAT regulations and receive a 20% reduction (nil VAT), your Group must fulfil the following criteria (otherwise the standard rate will be charged).

24.2   The series of Bookings must consist of at least 10 sessions & cannot exceed 1 year.

24.3   The interval between sessions must be more than one day, but not more than 14 days. No exceptions can be made for bank holidays and notified Centre closure dates.

24.4    Each of those sessions is for the same sport/activity.

24.5    Payment must be made in advance of the first booking in the series to meet VAT exemption. New invoices will be raised inclusive of VAT if payment is not made in time.

24.6    Dates when facility hire is not required must be stated at the time of Booking. These include Centre closures, Bank Holidays, Easter Holidays, Christmas & New Year.

24.7    Should the Facility not be available due to unforeseen circumstances, e.g., poor weather, the Centre will provide a credit onto the Users account.

24.8    Any additional casual bookings made by the User for any reason other than the rearrangement of a previously postponed game would not qualify for VAT exemption.

24.9   Cancelling a session would affect HM Revenue & Customs regulations. Cancellation will incur the full charge made (otherwise the completed Block Booking dates will be subject to VAT).

25.1   All Block Bookings for Students' Union Student Groups are agreed on an annual basis by the Sports Operations Manager and the Students' Union Sports Clubs Coordinator.

25.2   Any additional Bookings required by a Students' Union Student Group must be made in writing to the Sports Operations Manager via the Sports Club Coordinator. Additional Bookings will be charged at the agreed Students' Union rate.

25.3   If the Student Group fails to attend a session, the Student Group will be reported to the Students’ Union via the Sports Opportunities Manager. If multiple sessions are missed, sessions will result in them being removed from the student group/club.

25.4   Where possible, sports facilities will be prioritised for BUCS and LUSL fixtures. These will be booked on a weekly basis via the Sports Club Coordinator.

25.5   All Users in a club must be either a current Royal Holloway University student or a member of Royal Holloway University staff, other than where the club constitution allows for Associate members.

25.6   The Session Leader (Captain/President or their nominee) must report to reception on arrival for the activity.

25.7   All Bookings have a duration of 55 minutes, commencing on the hour and finishing at 5 minutes to the hour. The exception is where a Facility is booked for a match.

25.8   Students must not book facilities under personal accounts for student group activities. These must be booked through Student Opportunities.

26.1   Cancellation of Bookings may only be sought by the User who made the initial agreement unless agreed to the contrary by the Centre Management.

26.2   Cancellations will not be accepted unless agreed by a member of Centre’s staff in writing.

26.3   Generally a single booking within a Block Booking will not be considered for cancellation unless at least one week’s notice has been given before the date of use.

26.4   Generally a Single Booking will not be considered for cancellation unless at least 24 hours’ notice has been given before the date of use.

26.5   The Centre reserves the right to cancel any Booking in the event of inclement weather circumstances beyond the reasonable control of the Centre which make the Booking no longer feasible, or the facility is deemed unsafe for the kind of Booking proposed. Under these circumstances, the Centre endeavours to give as much notice of cancellation as possible. Notice will be given by telephone or email. Notice can only be given if contact details have been provided. The Centre will not be responsible for any incurred costs by the User.

26.6   The Centre may immediately cancel any Booking where a User covered by that Booking has breached any of these User Conditions.

26.7   Failure to turn up for three Bookings in the period of a Block Booking may, without notice, result in the cancellation of the Booking, regardless of whether the User has notified the Centre in advance of the anticipated non-attendance.

26.8   To cancel any Single Bookings as per the terms above, use the Royal Holloway Sport App.

26.9   To cancel any Block Bookings as per the terms above, contact the Sports Centre.

27.1   In the event of a secondary or local lockdown resulting in the closure of the facilities or the suspension of services, memberships will not refund as an immediate course of action. Instead, the expiration date of your membership will be extended the same number of days that the facilities are closed and/or services are suspended.

28.1  Please read these terms carefully before using our online recurring card payment facility. Using this facility on this website indicates that you accept these terms.

28.2  All User Conditions shown below are secondary to the rules and regulations of the University as defined.

29.1     Providing an instruction to pay by instalment by this method does not on its own constitute an agreement between you and the University. A contract will only come into being when separate conditions for the provision of a service have been fulfilled, for example the completion of a membership application.

29.2     By providing the recurring card payment instruction, you are agreeing to pay instalments to the University on agreed dates. The University’s payment service provider Gladstone Pay facilitates this process and manages the collection of your payments. The instalment payment will normally reach your University account on the next working day.

29.3     Should the card provider decline payment, Gladstone Pay will attempt to collect the payment 3 further times and will send an email to the cardholder to confirm this action. The University is not obliged to bring this to your attention. If you fail to receive a payment confirmation email, you should, in the first instance, check with your card provider that payment has been processed through your account.

29.4     Please note that if a payment fails, the following month's payments will still be requested. If you wish to cancel your membership please ensure you complete a membership cancellation form.

30.1     Should you wish to cancel your RCP membership please complete a cancellation form. In order for us to ensure no further payments are taken we will require your cancellation at least 14 days prior to your next payment being due. If a cancellation is received with less than 14 days notice we cannot guarantee your next payment won’t be requested.

31.1     If an overpayment is made, the credit balance arising may be used to offset any debt or outstanding invoice on your account If there is no other debt or outstanding invoice, the credit balance will be refunded in accordance with the University’s normal procedures, as follows: -

31.2     Refunds, if applicable, will only be made to the debit/credit card used for the original transaction. If, at the time of the refund, the card has expired or the account closed, documentary evidence will be required from the card holder before the refund can be made.

32.1     The University provides this online payment facility as a service to you and is committed to respecting and protecting your privacy.

32.2     We will only use information entered on this site for the following purposes:

• Administration of your payment and maintenance of your account with us, including the issue of receipts by e-mail and the administration of overpayments and refunds
• Prevention of fraud

32.3     Occasionally, we may need to share your information with other organisations to fulfil the above purposes. We will not otherwise sell, licence or trade your personal information to others. We do not provide your personal information to direct marketing companies. We do not store your credit or debit card information after payments have been processed.

32.4     By using this facility, you consent to the collection and use of your personal information as detailed above. The processing of personal data is regulated by the Data Protection Act 2018.

33.1     All payment details which are entered through this facility are encrypted when the student or third party makes a payment. The University does not collect the payment directly from the payer; the payment is collected by our Payment Service Provider. Communications to and from the Payment Service Provider’s site are encrypted.

33.2     The University shall not be liable for any failure of the student or third-party making payment of fees to properly protect data from being seen on their screen by other persons or otherwise obtained by such other persons during the online payment process. Furthermore, the University shall not be liable for any omission to provide accurate information in the course of the online payment process.

Royal Holloway and Bedford New College, also known as Royal Holloway, University of London, (the University) will process personal data in accordance with the UK General Data Protection Regulation (‘UK GDPR’) and the Data Protection Act 2018, as amended by the Data Use and Access Act (DUAA) 2025. 

This notice applies to members and users of the Active Lifestyle and Sport Centre.  This notice explains how we collect, use and share your personal data and your rights in relation to the processing of your data. 

In this notice: 

·       ‘personal data’ means any data which can identify you directly or indirectly (whether by itself or when combined with other data), regardless of the format or media on which the data are stored. This includes data that can identify you when combined with other data that is held separately (pseudonymous data) but does not include data that has been manipulated so that you can no longer be identified from it (anonymous data). 

·       ‘special category data’ is personal data that needs more protection because it is sensitive. UK GDPR defines special category data as personal data related to Racial or ethnic origin, Political opinions, Religious or philosophical beliefs, Trade union membership, Genetic data, Biometric data (where used for identification), Health data, data concerning a person’s sex life or sexual orientation. 

·       ‘processing’ means any activity relating to your personal data including collection, use, alteration, storage, disclosure and destruction. 

The official purposes for which the University processes personal data are notified to the Information Commissioner and can be viewed on the Office of the Information Commissioner's Register. The University's Registration Number is Z7056965. 

We keep this notice under regular review. This notice was last updated on 5^th November 2025. 

ta Protection Act 2018 when controlling and processing your personal data.

This notice explains how we collect, use and share your personal data and your rights in relation to the processing of your data.

In this notice:

• ‘Personal data’ means any data which can identify you directly or indirectly (whether by itself or when combined with other data), regardless of the format or media on which the data are stored. This includes data that can identify you when combined with other data that is held separately (pseudonymous data) but does not include data that has been manipulated so that you can no longer be identified from it (anonymous data).
• ‘special category data’ is personal data that needs more protection because it is sensitive. UK GDPR defines special category data as personal data related to racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic, biometric, health, sex life and sexual orientation.
• ‘processing’ means any activity relating to your personal data including collection, use, alteration, storage, disclosure and destruction.

The data the University collects includes: 

·       Identity data such as title, first name, last name, date of birth  

·       Personal contact details, email address, phone number, home address 

·       Emergency contact details 

·       Date of birth 

·       Gender 

Special category data processed may include: 

·       Health information  

You may provide us with personal data about other individuals, for example, staff & community member’s next of kin/emergency contact details. You should notify the relevant person that you are providing their contact details to the University and in what capacity (i.e. as your listed next of kin/emergency contact). 

We collect your personal data in the following instances: 

·       When we receive your enquiry through our online forms for example: enquiring about bookings using the forms available on the website. 

·       When you purchase a membership for example: using the online system or a membership form. 

·       When you complete an attendance form; for example, to confirm your participation in an event. 

·       When you contact us with queries, for example: by email. 

·       When you book to attend an event. 

We collect and process your data on the following grounds. 

Consent: In circumstances where you have a genuine choice as to whether we should process your personal data, we will ask you for your consent. The method used to obtain your consent will depend on the scope and context of the processing that we propose. (For example, when you consent to receive email newsletters) 

Contractual Obligations: We require your personal data to perform a contract the University has entered into with you or take steps before entering into a contract with you at your request (for example, your membership agreement).

to comply with the University’s legal obligations: For example, complying with employment, tax, immigration, health & safety and safeguarding laws, preventing and detecting crime, assisting the police and other authorities with their investigations) 
 
to protect your Vital Interests: for example, where there is a serious medical emergency on site and we need to share personal data with emergency services to preserve life or prevent significant harm. 
 
Legitimate interest: Where necessary for our legitimate interests or those of a third party provided your interests and rights do not override those interests (for example, providing anonymised data to National Governing bodies, measuring the impact of our services, or widening participation reporting) 

The University must only retain your personal data for as long as necessary to fulfil the purposes for which it was collected and to satisfy any legal, regulatory, accounting or reporting requirements. 

Specified retention periods are applied to each category of personal data that we may process about you. In setting these retention periods, the University has taken into account: 

·       the nature, sensitivity and volume of the personal data 

·       the potential risk of harm to you arising from the University’s continued retention of the personal data 

·       the purposes for which the University may process your personal data 

·       whether the University is required to retain any personal data by law or in accordance with its legitimate interests 

Your data will be kept in accordance with the University’s Records Retention Policy and Jisc Records Retention Schedule available here. 

The University has a comprehensive, image-only CCTV surveillance system across its campus. Cameras located on and within buildings are monitored by Security, additional cameras located at the sports centre on the outdoor facilities are monitored by intelligent play (sensors capture sports ground usage). On occasions, Security staff will wear Body Worn Cameras in the course of their duties. These cameras record both images and sound, and data captured in this manner is processed in compliance with UK GDPR. 

University uses ANPR (Automatic Number Plate Recognition) camera technology to manage, control and enforce parking on its sites and Dash Cams in university vehicles capture footage during patrols.  They are governed under guidelines from the Information Commissioner’s Office on the use of CCTV and ANPR Cameras and are operated by University’s Security team. In exceptional circumstances this information may be used as evidence in disciplinary cases. 

Where the University uses third parties to process personal data on its behalf (acting as data processors), a written contract will be put in place to ensure that any personal data shared will be held in accordance with the requirements of data protection law and that such data processors have appropriate security measures in place in relation to your personal data. 

This includes companies which provide such services as Gladstone (Leisure Management System), Ellucian(Student Administration System, Banner), Team Kinetic Volunteering, BUCS Play (Fixtures platform) WPM payment gateway and Royal Holloway’s Students’ Union 

Parents, family members, and guardians are considered third parties under data protection law. Your personal data will not be disclosed to them unless you have provided explicit consent, or the disclosure is otherwise permitted or required by applicable UK data protection legislation. 

Please note that in certain circumstances we may need to share your personal information with a regulator or to otherwise comply with the law.

Most personal data about you, will be stored on servers located within the United Kingdom or in countries within the European Economic Area (EEA), which the UK continues to recognise as providing an adequate level of data protection. 

On occasion, it may be necessary for the University to transfer your personal data to countries outside the UK and the EEA. Such transfers will only occur where appropriate safeguards are in place, such as UK adequacy decisions, International Data Transfer Agreements (IDTAs), or standard contractual clauses, and where enforceable data subject rights and effective legal remedies are available. These measures ensure the security of your personal data and compliance with UK data protection legislation, including the UK GDPR, the Data Protection Act 2018, and the DUAA 2025. 

The University has put in place appropriate technical and organisational security measures to prevent your personal data from being accidentally lost, used or accessed in any unauthorised way or altered or disclosed. In addition, the University limits access to your personal data to the persons and organisations, including those described above, who have a lawful and/or legitimate need to access it. 

The University has also put in place procedures to deal with any suspected personal data security breach and will notify you and any applicable regulator of a suspected breach where legally required to do so. 

You have a number of rights in relation to the processing of your personal data by the University: 

If you are not satisfied with our response to any of your above rights, you can contact the Information Commissioner’s Office (ICO) at www.ico.org.uk. 

The University may be entitled to refuse any request in certain circumstances and where this is the case, you will be notified accordingly. 

Where the lawful ground relied upon by the University to process any of your personal data is your consent, you have the right to withdraw such consent at any time without having to give any reason. However, if you do so, the University may not be able to provide some or all of its services to you or the provision of those services may be affected. 

You will not have to pay any fee to exercise any of the above rights, though the University may charge a reasonable fee or refuse to comply with your request if any request is clearly unfounded or excessive. Where this is the case, you will be notified accordingly. 

To protect the confidentiality of your personal data the University may ask you to verify your identity before fulfilling any request in relation to your personal data. 

The University may update this notice at any time and may provide you with further notices on specific occasions where we collect and process personal data about you. You should check this notice regularly to take notice of any changes.  Where any change affects your rights and interests, we will make sure we bring this to your attention and clearly explain what this means for you. 

If you have any questions or comments regarding this notice or you wish to exercise any of your rights, you should contact our Data Protection Officer by email at dataprotection@royalholloway.ac.uk. 

You also have the right to complain to the Information Commissioner’s Office and you can find more information on their website – www.ico.org.uk