Customer Terms & Conditions

• "We", "Us", "Our", "ClassHero", "Platform" means A Journey Ltd trading as ClassHero, Company No. 15963421, registered address: Suite 7034, 321–323 High Road, Romford, Essex RM6 6AX, United Kingdom.
• "You", "Your", "Customer", "User" means the individual who creates an account or books services through our Platform.
• "Studio", "Provider", "Partner" means independent fitness studios, gyms, wellness centres, instructors, and sports facilities that offer classes or sessions through our Platform.
• "Class" or "Session" means any fitness class, personal training session, or wellness activity bookable through the Platform.
• "Booking" means a confirmed reservation for a Class or Session made through the Platform.
• "Free Credits", "Promotional Credits", "Bonus Credits" means non-cash value credits awarded to your account for promotional purposes, subject to specific terms and restrictions.
• "Flexibility Fee" means an additional fee (£1–£7) applied after your 4th booking at the same Studio, providing enhanced flexibility and convenience.
• "Membership Tier" means your subscription level (Explorer, Hero, or SuperHero) which determines access to discounts, benefits, and features.

ClassHero is a UK-based fitness and wellness marketplace that connects you with independent Studios for group classes, personal sessions, and sports activities. We provide the technology platform for discovery, booking, and payment processing.

3.1 Age & Capacity

• You must be at least 18 years of age to create an account and use our services.
• You must have legal capacity to enter into a binding contract under English law.
• Accounts are personal and non-transferable. You may not share your login credentials or allow others to use your account.

3.2 Account Accuracy

• You agree to provide accurate, current, and complete information during registration and booking.
• You must update your account information promptly if any details change (email, phone, emergency contact).
• You are responsible for maintaining the confidentiality of your account password.
• You are liable for all activity that occurs under your account, whether authorized by you or not.

3.3 Account Security

• If you suspect unauthorized access to your account, notify us immediately at support@classhero.io.
• We reserve the right to suspend accounts showing suspicious activity pending investigation.
• We are not liable for losses arising from unauthorized use of your account unless caused by our negligence.

4.1 Booking Fee Structure

4.2 Dynamic Pricing

Class prices displayed on our Platform are dynamic and may change based on factors including:

• Time until Class start (last-minute deals may offer up to 80% savings)
• Current booking levels and remaining capacity
• Weather conditions affecting demand
• Local transport disruptions or delays
• Studio-set promotional pricing and special offers
• Instructor popularity and demand patterns

4.3 Payment Terms

• All prices are in GBP (£) and include VAT where applicable.
• Payment is due at the time of booking and processed immediately via Stripe.
• You authorize us to charge the payment method on file for all booking fees, class prices, membership subscriptions, and any applicable flexibility fees.
• If payment fails, your booking may be automatically cancelled without notice.
• You are responsible for ensuring your payment method has sufficient funds and is valid.

4.4 Stripe Payment Processing

All payment processing is governed by Stripe's Terms of Service. Card data is tokenized and securely processed by Stripe; we never store your full card details. Disputes with Stripe must be resolved in accordance with their terms and your card issuer's policies.

5.1 Membership Overview

5.2 Subscription Terms

• Billing Cycle: Memberships are billed monthly on the anniversary date of your subscription.
• Auto-Renewal: Your membership automatically renews each month unless you cancel before the next billing date.
• Price Changes: We reserve the right to change membership prices with 30 days' written notice. Continued use after the notice period constitutes acceptance of the new price.
• Promotional Pricing: Limited launch pricing (e.g., £4.99 for Hero tier) may increase to standard rates. Early subscribers may be grandfathered at launch rates for a limited period.

5.3 Cancellation & Downgrade

• You may cancel or downgrade your membership at any time via account settings.
• Cancellations take effect at the end of the current billing period. You retain membership benefits until then.
• No partial refunds are provided for unused portions of a membership month.
• Downgrading from Hero/SuperHero to Explorer results in loss of premium benefits immediately upon processing.

6.1 Nature of Free Credits

• Free Credits, Promotional Credits, and Bonus Credits (collectively 'Credits') are awarded at our sole discretion as promotional incentives.
• Credits have no cash value and cannot be exchanged for money, transferred to other users, or sold.
• Credits are applied automatically to eligible bookings at checkout and cannot be manually selected or withheld.
• Credits do not cover the £1 booking fee, which must always be paid separately.

6.2 Credit Expiry - 60 Day Rule

6.3 Studio-Specific & Restricted Credits

• Restricted Credits: Some Credits may only be valid at specific Studios, class types, or times as indicated when awarded.
• Partner-Specific Credits: Credits awarded through third-party partnerships may have additional terms imposed by the partner.
• Geographic Restrictions: Credits may be limited to certain regions, boroughs, or postal codes (e.g., 'North London Only').
• Blackout Dates: Studios may impose blackout dates when Credits cannot be used (e.g., peak times, special events).

6.4 Credit Abuse & Forfeiture

• Fraudulent Use: Creating multiple accounts to abuse free credit offers will result in immediate account termination and forfeiture of all Credits without refund.
• Policy Violations: Credits may be forfeited if you violate these Terms, Studio policies, or engage in disruptive behavior.
• Charge-back Abuse: If you initiate a charge-back dispute in bad faith, we reserve the right to forfeit all Credits and suspend your account.

7.1 Your Health Responsibility

You are solely responsible for determining whether any Class or Session is appropriate for your current health, fitness level, and medical conditions.

High-Risk Activities: Certain activities (e.g., HIIT, CrossFit, aerial yoga, combat sports) carry inherent risks of injury. You acknowledge and accept these risks when booking such Classes.

7.2 Studio Liability

Studios are independent providers and are solely responsible for ensuring their premises, equipment, and instructors meet applicable health and safety standards, providing appropriate supervision, and maintaining valid insurance coverage.

7.3 COVID-19 & Infectious Diseases

You must not attend a Class or Session if you:

• Have symptoms of COVID-19 or any other infectious disease.
• Have tested positive for COVID-19 in the past 10 days.
• Have been advised to self-isolate by a medical professional or public health authority.

8.1 Community Standards

ClassHero is built on respect, inclusivity, and mutual support. All users must:

• Treat Studios, instructors, staff, and other participants with courtesy and respect.
• Respect Studios' premises, equipment, and facilities.
• Arrive on time and follow Studio-specific policies (e.g., late arrival policies, equipment usage rules).
• Refrain from disruptive, aggressive, discriminatory, or inappropriate behavior.
• Respect Studio photography and filming policies (many Studios prohibit photography/video for privacy reasons).

8.2 Prohibited Conduct

The following behaviors are strictly prohibited and may result in immediate account suspension or termination:

8.3 Studio-Specific Rules

• Each Studio may have its own policies regarding attire, equipment, late arrivals, child supervision, and hygiene standards.
• You are responsible for familiarizing yourself with and complying with all Studio-specific rules displayed on their listing page.
• Studios have the right to refuse entry or ask you to leave if you violate their policies.
• If a Studio asks you to leave due to policy violations, no refund will be provided, and the incident may be reported to ClassHero.

9.1 Cancellation Windows

9.2 No-Shows

9.3 Studio-Initiated Cancellations

If a Studio cancels a Class or Session for any reason, you will receive:

• A full refund of the Class price AND the £1 booking fee.
• Email notification as soon as reasonably possible.
• Option to rebook another Class at the same Studio with priority access, where available.

10.1 Third-Party Partnerships

ClassHero may partner with third-party brands, corporate wellness programs, retailers, and service providers to offer exclusive discounts, promotions, or rewards to our users.

10.2 Marketing Communications

By creating an account, you consent to receive:

• Transactional Emails: Booking confirmations, cancellation notices, payment receipts, account security alerts. These emails are necessary and cannot be unsubscribed from.
• Marketing Emails: Promotional offers, new Studio announcements, special deals. You may opt out at any time via the unsubscribe link.
• SMS Notifications (Optional): Class reminders, last-minute deals, booking confirmations. Opt out by texting STOP.
• Push Notifications (App Users): Booking reminders, personalized recommendations. Disable in device settings.

11.1 Privacy Policy

Our full Privacy Policy governs how we collect, use, store, and protect your personal data. By using our Platform, you consent to data processing as described in the Privacy Policy.

11.2 Your Data Rights (UK GDPR)

Under UK data protection law, you have the following rights:

To exercise any of these rights, contact us at privacy@classhero.io or use the data management tools in your account settings.

11.3 Cookies & Tracking Technologies

Our website uses cookies and similar technologies for essential functionality, analytics, and marketing. You can manage cookie preferences via our cookie banner or browser settings. For more details, see our Cookie Policy.

12.1 Our IP

All content on the ClassHero Platform—including text, graphics, logos, icons, images, video, software, and user interface design—is owned by or licensed to A Journey Ltd and protected by UK and international copyright, trademark, and intellectual property laws.

• "ClassHero," the ClassHero logo, and all related branding are trademarks of A Journey Ltd.
• You may not copy, reproduce, distribute, modify, reverse-engineer, or create derivative works from any Platform content without our express written consent.

12.2 User-Generated Content

You may submit reviews, photos, comments, or other content ("User Content") through our Platform. By submitting User Content, you grant ClassHero a worldwide, non-exclusive, royalty-free, perpetual, irrevocable license to use, display, reproduce, modify, and distribute your content for Platform operation, marketing, and promotional purposes.

13.1 Our Role as Intermediary

ClassHero acts solely as a technology platform connecting customers with independent Studios. We are not responsible for the acts or omissions of Studios, instructors, or other users.

13.2 Exclusions & Limitations

To the fullest extent permitted by law, ClassHero (including our officers, directors, employees, agents, and affiliates) shall not be liable for:

13.3 Maximum Liability Cap

13.4 Consumer Rights Preserved

14.1 Our Right to Suspend or Terminate

We reserve the right to suspend or terminate your account, with or without notice, if:

• You violate any provision of these Terms or our Community Guidelines.
• You engage in fraudulent, abusive, or illegal activity.
• You repeatedly cancel bookings, accumulate No-Shows, or abuse Credits/promotions.
• Your payment method fails repeatedly or you have outstanding debts to ClassHero.
• We receive credible complaints from Studios or other users regarding your behavior.
• We detect suspicious account activity that may indicate unauthorized access or security risks.
• Legal or regulatory requirements compel us to do so.

14.2 Consequences of Termination

14.3 Your Right to Close Your Account

• You may close your account at any time via account settings or by contacting support@classhero.io.
• Account closure is permanent and cannot be reversed. All data, Credits, and membership benefits are lost.
• If you have active bookings or subscriptions, you must cancel those separately before closing your account.
• We may retain certain data after account closure as required by law or for legitimate business purposes (see our Privacy Policy).

15.1 Right to Modify Terms

We may update these Terms from time to time to reflect changes in our services, legal requirements, or business practices.

16.1 Informal Resolution (First Step)

16.2 Complaints Procedure

16.3 Alternative Dispute Resolution (ADR)

If informal resolution and our complaints procedure do not resolve the dispute, you may refer the matter to CEDR (Centre for Effective Dispute Resolution) for consumer disputes. ADR is voluntary, non-binding, and may provide a faster, lower-cost alternative to court proceedings.

17.1 Applicable Law

These Terms are governed by and construed in accordance with the laws of England and Wales. The application of the United Nations Convention on Contracts for the International Sale of Goods (CISG) is expressly excluded.

17.2 Jurisdiction

17.3 Consumer Protection

19.1 How to Reach Us

19.2 Legal Notices

Any formal legal notices to ClassHero must be sent in writing to our registered address above or to legal@classhero.io. Notices sent by email are deemed received within 24 hours if sent on a business day before 5:00 PM GMT, otherwise on the next business day.