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Wellbeing Terms & Conditions



Compass Wellbeing is delivered by CDST Ltd (Registered company number 10408318), the trading arm of charity Compass Disability Services (Registered company number 4245798/charity number 1099376). CDST Ltd adopts all of the policies of Compass Disability Services, some of which can be found at www.compassdisability.org.uk.

Any personal information we hold will be held in accordance with the Data Protection Act 2018. Please see our privacy policy for full details:

http://www.compassdisability.org.uk/index.php?page=privacy-policy

 


Terms and conditions during the Coronavirus Pandemic

Compass Wellbeing is committed to providing a Covid secure environment that is both safe and welcoming for customers, contractors and employees alike. We have amended our terms and conditions to reflect this and these may change from time to time to ensure that they are in line with government advice and regulations.

  • All customers must show respect to our team at all times. Please remember that we are in the same situation as you and have no influence over the regulations or guidance laid down by the government. Abuse of any nature will not be tolerated.

  • Anyone showing symptoms of Coronavirus or who has been advised to self -isolate by the NHS Test and Trace system must not attempt to visit the centre. Customers with any other notifiable or contagious illness must refrain from attending the centre until 48 hours clear. Cancellations at any time due to the customer or any members of the party showing signs of Coronavirus or being asked to self-isolate by the Test and Trace system will be fully refundable (please see “Cancellations and Refunds” below for other details).

  • Customers and employees must adopt appropriate social distancing measures, as advised by the government at all times.

  • Customers and employees, other than those who are exempt, must wear a face coverings in line with government advise at all times. Please do not be offended if you are asked to wear a face covering and are exempt, just let us know.

  • Customers and employees must practice exceptional hand hygiene. Hand sanitiser stations and hand washing facilities are widely available to enable this.

  • Customers must report to Reception on arrival where you will be required to either scan the NHS Covid 19 App QR code or provide your contact details for Test and Trace purposes.

  • The “Rule of 6” applies in all areas. We will not be able to accommodate groups of more than 6 people including children of any age throughout and spectators in the pool area.

  • Anyone who is denied entry or asked to leave for not following any of the terms and conditions stated will not be entitled to a refund.

  • Compass Wellbeing reserves the right to change or amend our terms and conditions at any time.

  • All customers, particularly those with pre-existing medical conditions must check with their General Practitioner for guidance prior to commencing any activities at Compass Wellbeing.

  • Customers must adhere to any advice regarding Health & Safety given to them by the Wellbeing Team to ensure that sessions are held in a constructive and safe manner. Any deviation from the Health & Safety guidelines causing injury or damage to persons or the facility will be the responsibility of the customer.

  • Customers must use the facilities and the equipment with care to avoid unnecessary damage. All equipment at Compass Wellbeing is owned by Compass Wellbeing and at no time is equipment to be removed or altered by customers.

  • Customers must receive a demonstration on the use of equipment and must use in accordance with the demonstration given by the Wellbeing team.

  • Photographs are not to be taken without prior consent of those involved.

  • Smoking is not permitted in any part of the building(s) and is only permitted in designated outside smoking areas.

 

Wellbeing Café specific

  • Only food and drink purchased in the Wellbeing Café can be consumed onsite. This does not apply to baby food. A microwave is available for the reheating of baby milk and food at the customers own risk.

  • Customers can remove face coverings whilst seated for eating and drinking purposes.

  • The Wellbeing Café will provide table service for customers who wish to eat in. Please wait to be seated, do not approach the café counter at any time. We will come to your table as required.

  • Customers must not move any furniture. This has been positioned to allow for appropriate social distancing.

  • Takeaway customers are asked to call their order through in advance where possible. Customers are asked to arrive at the agreed time to collect their order. If your order is not quite ready you will be asked to take a seat in the waiting area. If the waiting area is full then you may be asked to wait outside.

  • Contactless payment is encouraged where possible.

 

Hydropool specific

  • Customers are asked to be pool ready on arrival where possible.

  • Customers should arrive no more than 5 minutes before the start of their session. Those who arrive earlier may be asked to wait outside.

  • Only one member of each party should enter the reception to let us know that you have  arrived or are vacating the pool area.

  • Customers are asked to bring as few personal belongings as possible. Lockers will not be in use.

  • A limited supply of sanitised woggles and floats will be available. Customers who wish to bring their own pool toys, float aids etc. must ensure that these are sanitised before entering the pool area.

  • To check and take all belongings with them at the end of their session.

  • Please note this is a non-attended pool, and customers use at their own risk. Any customer under the age of 16 must be supervised by a responsible adult at all times.

  • Food is prohibited within the confines of the Hydropool area and only drinking water is permitted.

  • It is recommended that a maximum of 30 minutes is spent in the Hydropool, giving adequate changing time within the hour.

  • Customers are to attend the Hydropool during their allotted sessions and to leave enough time to change and collect personal items. Access to the Hydropool room starts at the booked session start time and customers must vacate the Hydropool room at the session end time. Any customers found to be abusing the session times may jeopardise their ability to book future sessions.

  • The Hydropool is to be left in a clean and acceptable condition as found. Please leave it as you would wish to find it.

  • No jumping or diving, no running or dangerous manoeuvring, no fighting or heavy petting in the Hydropool.

  • Customers must comply with the “Pool Rules” displayed on the pool wall.

  • Customers must shower prior to use of the Hydropool.

  • It is advised that customers do not wear jewellery/watches etc. whilst in the Hydropool. Compass Wellbeing will not accept any responsibility for loss or damage to items.

  • Customers must bring their own swimwear, towels, gowns, footwear. In addition to this, should there be a continence concern, it is the responsibility of the customer to bring adequate protection that can be worn in the water.

  • No one should enter the pool if they are unwell or have any contagious illness or infections such as gastro-intestinal infection, ear infection, chest infections, urine infections or uncovered wounds.

  • Water proof dressings should be used to cover minor cuts and abrasions.

  • Verruca socks must be privately purchased and worn at all sessions until the verruca has gone.

  • Should the pool become contaminated i.e. faeces, blood or vomit, swimmers are to exit the pool immediately and inform a member of staff.

 

Activity Room(s) Specific

  • Food and drink will only be permitted within the activity room(s) if it is part of the group/class that the customer is attending.

  • Customers are to attend the activity room(s) during their allotted sessions and must leave enough time to clear away or collect personal items on exit.

  • The activity room is to be left in a clean and acceptable condition as found. Please leave it as you would wish to find it.

 

Sensory Room Specific

  • No food or drink will be allowed in the confines of the sensory room.

  • Customers are to attend the sensory room during their allotted session time and to leave enough time to collect personal items on exit.

  • The sensory room is to be left in a clean and acceptable condition as found. Please leave it as you would wish to find it.

  • Outdoor foot wear must be removed prior to entering the sensory room, although socks and/or internal foot wear i.e. slippers, must be worn at all times.

 

Carers/Guardian Responsibility

  • Parents, carers or guardians must take responsibility for and actively monitor those under their care during sessions in all areas of the centre.

  • Staff are prohibited from providing personal assistance to customers in order for them to use the facilities (i.e. toileting, use of hoists etc.). Customers will need to have someone with them who can provide the relevant support. Except in an emergency situation when staff will wear full PPE and minimise contact as much as possible (i.e. Evacuation, medical emergency).

 

Hire Charges

  • All sessions must be booked and paid for before use of the facility. Please refer to the “Cancellation and Refund” section within this document for cancellation and refund information.

  • Compass Wellbeing reserves the right to cancel bookings without notice. Compass Wellbeing will endeavour to contact any person who has already reserved a place on any cancelled session as soon as possible.

 

Cancellation and Refunds

Cancellations at any time due to the customers or any members of the party showing signs of Coronavirus or being asked to self-isolate by the Test and Trace system will be fully refundable.

Cancellations for any other reason are as follows:

  • Less than 14 days notice of cancellation is non-refundable.

  • Between 14 and 28 days notice of cancellation is non-refundable, but session can be rescheduled for the same session type dependent upon availability.  The rebooked session must be within 28 days of the original booking.

  • More than 28 days notice of cancellation is fully refundable.

  • All cancellations must be submitted in writing or by email, at which point a cancellation number will be issued by return. The customer should retain this number for reference.

  • Birthday Parties:

    • Once paid, the £30.00 deposit is non-refundable however, should customers need to change the date this can be done prior to the final payment being received, subject to availability.

    • Full payment is required 7 days in advance, once received the party cannot be cancelled, the date amended or the payment refunded.

  • Sessions (not Birthday Parties) cancelled due to a notifiable or contagious illness at any time, will be permitted to rebook at an appropriate time, dependent on availability. No full or partial refund will be offered.

  • Should a session cease due to contamination caused during the customer’s session, no refund will be applied.

  • Should a session be cancelled by Compass Wellbeing for any reason other than the fault of the customer then a full refund or the option to book an alternative session will be offered.

  • All refunds are at the discretion of management at Compass Wellbeing.

  • For any further information on cancellations and refunds customers should speak to a member of the team who will be happy to help.

 

Parking

  • Customers park their vehicles at their own risk.

  • Parking should be in the marked bays directly outside of Compass Wellbeing or in the adjacent well marked bays only. Parking is on a first come first served basis.

 

Insurance

  • Compass Wellbeing holds its own policies of insurance with regard to Public Liability.

  • Compass Wellbeing will not be held responsible for any liability which is a result of customer negligence or customer misuse of equipment or facilities.

  • Customers are responsible for the security and safe keeping of their own personal items. Compass Wellbeing takes no responsibility for lost, stolen or damaged items.

 

Complaints

  • Should customers have any concern or complaint, they should speak to a member of the team who will assist and try to resolve the matter as quickly as possible.

  • Alternatively they can visit the Compass Disability Services website for our Complaints Policy.

 

First Aid

  • First Aiders are available on site.

  • Customers must report any accidents or incidents to reception at the earliest opportunity.

 

Fire Evacuation

  • In the event of a fire alarm customers are to leave the building by the nearest exit, not stopping to collect personal items. On exit a member of the team will direct customers to the Fire Assembly Point.

  • Customers are asked to please take a few minutes to familiarise themselves with our emergency exits, these can be identified by appropriate signage around the centre, or they can speak to a member of the team.