Unlock the Benefits: Better UK's Terms and Conditions
How to Manage Your Better UK Membership
Are you a Better UK member? Keeping your membership details accurate and up to date is crucial. In this article, we will guide you on how to manage your Better UK Membership, from updating your details to canceling your membership and freezing it for medical or non-medical reasons.
To ensure that your membership details are up to date, access your information through the Membership Customer Portal or the Better UK App. Alternatively, you can ask the Customer Service Team to update your records by emailing [email protected]. Remember to provide proof of identity when updating your membership details.
Changing Membership Type or Home Centre
If you wish to change your membership type or Home Centre, contact us through the "Contact Us" form on our website, or speak with our staff in person at your Home Centre. The amount you pay will be adjusted accordingly, and you will need to pay all fees associated with the new membership.
If you want to cancel your Monthly Membership, you can do so by yourself through the Better Customer Portal/App or by emailing or sending a letter to GLL at our registered address marked "Membership Cancellation." You will need to provide a minimum of 20 calendar days' notice before your next DD date to avoid further collection of payments. Cancelling before the relevant cut-off dates will be effective prior to the date the next DD collection is due, and no further collection will be made. Cancellations made after the cut-off dates will result in one final DD being collected on the next DD due date.
We understand that you may wish to cancel your membership due to significant changes or price increases, which affects your membership. In such cases where we cannot provide you with one month's prior indication of any price increase, you may cancel by giving us written notice of less than one month, and you will need to pay fees until the date immediately before the increase takes effect.
You may also request a refund for exceptional circumstances by providing evidence. Freeze your membership for medical reasons through Better Customer Portal/App or by notifying us, and reactivation occurs after the freeze period ends.
Single Payment Membership
If you do not renew your Single Payment Membership before it expires, it will automatically terminate at the end of the Membership term, and you will need to pay a Set-Up Fee if you wish to rejoin subsequently. If you want to cancel your Single Payment Membership, you can do so through the Better Customer Portal/App or by notifying us. However, you will not receive a refund for any fees, except in exceptional circumstances.
In case of exceptional circumstances, provide evidence and notify us, and you will be charged at the Monthly Payment Fee rate for the proportion of the membership year before your cancellation. We will then refund you the remaining balance within 30 days.
Pay & Play Membership
The Pay & Play Membership Fees are not refundable after the end of the Cooling Off Period.
You may cancel a Block Booking at any time during the term, no refund of any fees paid.
Freezing Your Membership
You can freeze your membership for medical reasons through Better Customer Portal/App or by notifying us with reasonable evidence. We will activate the freeze from the date we receive that evidence. For non-medical reasons, apply in writing at your Home Centre or online with supporting documentation required. Memberships may be frozen for a maximum of three months* within a year starting from the Commencement Date. A nominal "Freeze fee" may be charged monthly via DD. Notify us through the website if you wish to unfreeze your membership early.
During Single Payment Membership freeze, the period will not form part of the membership term. In the Lessons & Courses Membership Freeze, the pupil will be removed from the lesson until ready to return, and we will do our best to offer you a similar day/time upon return, if possible.
Managing your Better UK Membership is easy when you know the steps to take. Keep your membership details up to date, change your membership type or Home Centre, cancel your membership, and freeze it when necessary. Always remember to provide reasonable evidence where required, and pay all fees associated with your membership.
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