PART 1: GLOBAL TERMS

1. DEFINITIONS AND INTERPRETATION

   1. In these Terms, unless the context otherwise requires:

“52-Week Journey” means the Programme journey which is completed once you have achieved 52 Weekly Moves. The 52 Weekly Moves do not need to be achieved in consecutive weeks. 

"52-Week Journey Reset" means the process by which, upon achieving Mastery after 52 Weekly Moves, the Programme resets and a new 52-Week Journey begins. Active progress, Checkpoint position, Streak and unused Streak Freezes do not carry over; only your Mastery Level carries into the new journey.

"App" means the Virgin Active mobile application.

"App Terms" means the terms and conditions governing your use of the App, as amended from time to time.

"Benefit Pool/Choice Reward" means a reward mechanic through which you may select a reward from a curated pool of available options presented to you in the App.

"Checkpoint" means a saved progress point at designated intervals (at weeks 4, 16, 28 and 40), to which your progress may revert following a missed week where no Streak Freeze is available, or a failed Recovery Cycle.

"Club" means any Virgin Active health club or fitness centre.

"Comeback Week" means the week immediately following a reset to your last Checkpoint, during which completing your Weekly Goal earns you an opportunity to play a Reward Reveal. This provides an incentive to rebuild momentum after the reset. It does not restore the previous Streak.

"Country Schedule" means the schedule applicable to your territory, as set out at the end of these Terms.

"Foundation Cycle" means the initial four-week entry cycle for new Programme participants, during which introductory reward mechanics apply.

"Home Club" means the Club designated as your primary club in your membership records.

"Local Virgin Active Entity" means the Virgin Active group company identified in the Country Schedule as your contracting entity.

"Mastery" means the completion of a 52-Week Journey, achieved upon reaching 52 Weekly Moves.

"Milestone" means a significant recognition moment within the Moves Framework, occurring at designated intervals.

"Milestone Reward" means a reward issued to you upon achieving a Milestone.

"Moves Framework" means the main Programme progression structure through which Weekly Moves build progress via Streaks, Checkpoints, Milestones and Mastery.

"Non-Member User" means a user of the App who does not hold an active qualifying membership.

"Privacy Notice" means the privacy notice applicable to your territory, as identified in the Country Schedule or the App.

"Programme" means the Virgin Active Rewards Programme, as described in these Terms.

"Recovery Cycle" means a four-week support cycle that applies following repeated missed Weekly Goal Qualifying Periods, resetting your progress to your last Checkpoint.

"Reward Moment" means a point in the Programme at which a reward opportunity is triggered.

"Rewards Partner" means a third-party partner whose products, services, offers or vouchers may be made available as rewards under the Programme.

"Reward Reveal" means a randomised reward mechanic through which you may receive a reward, as further described in section 9, available at different intervals depending on where you are in the Programme.

"Streak" means a sequence of consecutively achieved Weekly Moves.

"Streak Freeze" means an earned protection that auto-applies when you miss a Weekly Goal Qualifying Period (where available), treating the missed week as completed for progress and reward purposes.

"Terms" means these global rewards terms and conditions, together with the applicable Country Schedule.

"User", "you" and "your" mean the individual registered for and participating in the Programme.

"Virgin Active", "we", "us" and "our" mean the relevant Local Virgin Active Entity identified in the Country Schedule.

"Weekly Actions" means the specific activities or engagements that contribute towards your Weekly Goal, as communicated to you in the App.

"Weekly Goal" means the target you are required to meet within a Weekly Goal Qualifying Period in order to earn a Weekly Move.

"Weekly Goal Qualifying Period" means the period of Monday 00:00 to Sunday 23:59 (local time) during which a Weekly Goal must be completed, unless otherwise communicated.

"Weekly Move" means the unit of progress earned upon completion of your Weekly Goal within a Weekly Goal Qualifying Period.

2. In these Terms, unless the context otherwise requires: (a) words importing the singular include the plural and vice versa; (b) words importing any gender include every gender; (c) references to any statute, statutory provision or regulation include any amendment, re-enactment or replacement thereof from time to time in force; and (d) headings are for convenience only and do not affect interpretation.

3. ABOUT THESE TERMS

   1. These Terms apply when you register for, access or participate in the Programme. By registering for or participating in the Programme, you agree to be bound by these Terms.

   2. If you do not agree to these Terms, you must not register for or participate in the Programme.

   3. These Terms are in addition to, and should be read together with, the App Terms and your membership agreement with the relevant Local Virgin Active Entity.

4. YOUR CONTRACTING ENTITY AND LOCAL TERMS

   1. Your contract in respect of the Programme is with the Local Virgin Active Entity identified in the Country Schedule applicable to your territory.

   2. In the event of any conflict or inconsistency between the global body of these Terms and the Country Schedule, the Country Schedule shall prevail to the extent of the conflict or inconsistency.

   3. Nothing in these Terms is intended to exclude or restrict the application of any mandatory provision of local law. Where mandatory local law applicable to you provides rights or protections that cannot be excluded or limited, those rights and protections shall prevail.

5. RELATIONSHIP WITH OTHER TERMS

   1. These Terms govern your participation in the Programme only. They do not replace the App Terms, your membership agreement, club rules or any other applicable terms.

   2. In the event of any conflict between these Terms and your membership agreement on matters relating to your membership (including access to Clubs, membership fees and membership status), your membership agreement shall prevail.

   3. In the event of any conflict between these Terms and the App Terms on matters relating to your access to and use of the App, the App Terms shall prevail.

   4. Matters specific to the Programme (including eligibility, rewards, programme mechanics, personalisation and programme termination) are governed exclusively by these Terms.

6. ELIGIBILITY

   1. The Programme is available, on and subject to these Terms, to members who:

      1. hold an active qualifying membership with a Local Virgin Active Entity;

      2. have accepted these Terms; and

      3. have accessed the Programme through the App.

   2. The following categories of person are not eligible to participate in the Programme:

      1. staff members of any Virgin Active group company;

      2. holders of complimentary or promotional memberships (unless expressly included);

      3. minors, unless such minor has obtained parental consent (please refer to the relevant Country Schedule for further information on what constitutes a minor for that territory);

      4. guests and day-pass holders;

      5. members whose membership is suspended, terminated or blacklisted; and

      6. members whose membership fees are in arrears.

   3. Additional eligibility exclusions may apply in certain territories and will be set out in the applicable Country Schedule.

   4. A member may be eligible for the Programme generally but not eligible for a specific reward based on membership type, territory, Rewards Partner availability, reward-specific rules, fulfilment limits or legal restrictions applicable to the reward.

7. HOW THE PROGRAMME WORKS

   1. The Programme is designed to recognise and reward you for consistent engagement with Virgin Active. The core unit of progress is the Weekly Move: when you complete your Weekly Goal within a Weekly Goal Qualifying Period, you earn one Weekly Move.

   2. The Weekly Goal Qualifying Period runs from Monday 00:00 to Sunday 23:59 (local time), unless otherwise communicated to you in the App. You may earn a maximum of one Weekly Move per Weekly Goal Qualifying Period. Weekly Moves do not accumulate or carry over between periods.

   3. Your Weekly Goal is determined by a set of criteria communicated to you in the App, which may include Club visits, class attendance, digital engagement and/or other activities. Your Weekly Goal and the Weekly Actions required to achieve it may be personalised and may differ from those of other members (see section 10).

   4. Weekly Moves build progress through the Moves Framework, which comprises:

      1. Streaks: sequences of consecutive Weekly Moves;

      2. Checkpoints: saved progress points at designated intervals;

      3. Milestones: significant recognition moments at designated points in the journey; and

      4. Mastery: completion of a 52-Week Journey at 52 Weekly Moves.

   5. New members enter the Programme through a Foundation Cycle before joining the main Moves Framework. Details of progression, Milestones and Mastery will be communicated in the App.

   6. Virgin Active may increase, decrease, suspend, reset or vary Weekly Goals, required Weekly Actions, Milestones, Checkpoints and Programme mechanics at any time, subject to these Terms and applicable law.

8. PROTECTION AND SUPPORT MECHANICS

   1. The Programme may include support mechanics to help you stay engaged when your journey is interrupted. These may include:

      1. Streak Freeze: an earned protection that auto-applies when you miss a Weekly Goal Qualifying Period (where available). Streak Freezes are earned at Milestone intervals (weeks 4, 16, 28 and 40). A protected week is treated as completed for progress and reward purposes. Unused Streak Freezes do not carry over after Mastery and expire when a new 52-Week Journey begins.

      2. Comeback Week: the week immediately following a reset to the last Checkpoint, during which completing your Weekly Goal earns you a Reward Reveal. It does not restore the previous Streak. 

      3. Recovery Cycle: a support cycle to rebuild momentum following repeated missed Weekly Goal Qualifying Periods, resetting your progress to your last Checkpoint. Members exit Recovery after 4 consecutive successful weeks; weeks 1-3 earn a Reward Reveal, and week 4 earns a Benefit Pool/Choice Reward,

   2. The availability, rules and parameters of support mechanics may change from time to time and will be communicated in the App.

   3. Virgin Active does not guarantee that any support mechanic will be available at any particular time or that the parameters of any support mechanic will remain unchanged.

9. REWARDS

   1. When you achieve a Weekly Goal or a Milestone, you may be issued a reward in the App (a Reward Reveal or Milestone Reward, as applicable). Rewards may take various forms, including:

      1. vouchers and partner offers;

      2. gamified reward mechanics (including Reward Reveal);

      3. Benefit Pool/Choice Reward selections;

      4. digital content;

      5. competition entries; and

      6. such other reward types as may be communicated in the App from time to time.

   2. Rewards may take 30 minutes or longer to be issued following the relevant Reward Moment. Virgin Active does not guarantee instantaneous delivery of rewards.

   3. Where a reward requires action by you (including selection, participation in a game mechanic, redemption or claim), you must complete the required action within the period communicated in the App. Unless otherwise stated, the default claim periods are:

      1. 7 days to play a Reward Reveal once the opportunity is made available; and

      2. 14 days to select a Milestone Reward from the available options,

Once a prize is allocated following a Reward Reveal, or a Milestone Reward is selected, its redemption validity is governed by the specific voucher or offer terms, including any applicable Rewards Partner terms and conditions.  Failure to complete the required action within the applicable period may result in the reward opportunity expiring without further notice.

4. Reward vouchers, offers and benefits are valid only for the period displayed in the App and expire automatically at the end of that period if not redeemed.

5. Where the App permits a choice or interaction in connection with a reward, your selection, participation or outcome may be final and may not be changed, reversed or re-run, unless Virgin Active determines otherwise in its discretion.

6. No vouchers, rewards or benefits issued under the Programme may be exchanged for cash or transferred to any third party, unless expressly stated otherwise.

7. Virgin Active may change, suspend, withdraw, replace or correct rewards, reward mechanics, reward pools and Programme features at any time, subject to these Terms and applicable law.

8. Active rewards, vouchers, offers, entries and benefits under the Programme are personal to you and are not transferable. In the event of your death, your participation in the Programme will be closed and any active rewards will be terminated. 

9. REWARD REVEAL AND RANDOMISED REWARD MECHANICS

   1. Where a reward is delivered through a randomised reward mechanic (such as Reward Reveal), the following applies:

      1. The outcome is determined by Virgin Active’s internal reward model and is randomised. No member is guaranteed any particular outcome, value or category of reward.

      2. The Programme determines when a randomised reward opportunity (such as a Reward Reveal) is triggered based on your Programme state and progress. Once triggered, the reward category, probability and value profile applied to your Reward Reveal may be influenced by a number of factors, including your engagement history, membership type and status, territory, reward availability and other Programme parameters.

      3. Because these factors may differ between members, two members who trigger a Reward Reveal at the same Programme point may receive different underlying reward categories, expected values and probabilities of winning a particular prize. The Programme does not apply identical odds to every member.

      4. Virgin Active uses internal engagement profiles and cohort classifications to inform reward modelling and Programme decisioning. These profiles are for Virgin Active’s internal use and are not visible to you.

      5. Virgin Active may change probability weightings, prize pool configurations, reward categories, reward values and the parameters of the reward model at any time, in its discretion and subject to applicable law.

      6. Full details of the specific randomised reward mechanic, play window, available prizes and any required action will be displayed in the App when a Reward Reveal or other randomised reward is made available to you.

10. PERSONALISATION AND MEMBER COHORTS

    1. Virgin Active may personalise your Programme experience, including your Weekly Actions, Weekly Goal difficulty, support intensity, reward opportunities and reward treatment, based on your engagement history, activity patterns, membership type and status, territory and other factors.

    2. Internal cohorts, segments and engagement profiles may be used as inputs into personalisation and reward decisioning. These are for Virgin Active’s internal use and are not visible to you.

    3. As a result of personalisation, you may receive different Weekly Actions, goals, reward opportunities, reward mechanics and reward outcomes from other members.

    4. Your continued eligibility for personalised Programme features depends on your membership remaining active and in good standing.

    5. Virgin Active may amend these Terms to reflect changes to personalisation, cohorts, segmentation and reward modelling from time to time.

11. PROGRAMME CHANGES

    1. Virgin Active may:

       1. update, change, remove, replace, suspend or withdraw Programme features, reward mechanics, reward pools, Milestone targets, support mechanics, personalisation parameters and any other aspect of the Programme; or

       2. withdraw the Programme entirely,

at any time, with or without notice, in its discretion and subject to applicable law.

2. Where a change is material and adverse to you, Virgin Active will use reasonable efforts to give you notice through the App or other appropriate means.

3. If you continue to participate in the Programme after changes take effect, you will be treated as having accepted them.

12. MEMBERSHIP STATUS AND PROGRAMME PARTICIPATION

    1. Your membership status affects your ability to participate in the Programme. You must have an active, qualifying membership in good standing to participate in the Programme.

    2. If you freeze or pause your membership:

       1. your Programme progress may be frozen or suspended for the duration of the freeze or pause;

       2. once your membership is unfrozen or reactivated, you will continue from your last recorded Programme position; and

       3. your Weekly Goal starts afresh in the next full Weekly Goal Qualifying Period following reactivation.

    3. If you have not used the App for 12 months or more, any unused rewards may be revoked, or may expire, without further notice.

    4. Earned digital achievements shall not be revoked solely due to App inactivity, subject to data retention requirements and Programme rules.

13. ERRORS, ABUSE AND FRAUD

    1. Virgin Active may reverse or cancel any reward, offer, outcome or benefit issued in error (including as a result of administrative, system, mechanic or allocation errors), without liability.

    2. Fraud, dishonest behaviour, abuse of the Programme, breach of these Terms or failure to provide required information may result in:

       1. immediate termination of your participation in the Programme; and

       2. cancellation of all unredeemed rewards, vouchers, offers, entries and benefits.

    3. You may be required to return a reward or its value if it was issued in error and restitution is possible.

    4. Virgin Active’s internal reward model maintains audit logs for reward decisioning, and Virgin Active reserves the right to investigate and take action in respect of suspected abuse, fraud or Programme manipulation.

14. LIABILITY

    1. Nothing in these Terms excludes or limits liability for:

       1. death or personal injury caused by negligence;

       2. fraud or fraudulent misrepresentation;

       3. wilful misconduct; or

       4. any liability that cannot be excluded or limited under applicable law.

    2. Nothing in these Terms limits any mandatory consumer rights, consumer guarantees, statutory warranties or other legal rights that apply to you under applicable law.

    3. Subject to clauses 14.1 and 14.2, the Programme is provided for personal consumer use and Virgin Active shall not be liable for:

       1. any business losses, lost profits, lost revenue, loss of anticipated savings, loss or corruption of data, or indirect or consequential loss;

       2. any loss or damage caused by your breach of these Terms, your failure to follow Programme rules communicated in the App, or your misuse of the Programme;

       3. any loss or damage caused by device or connectivity issues, third-party services, or events outside Virgin Active’s reasonable control,

in each case arising from or in connection with your participation in the Programme, except as required by applicable law.

4. The Programme is provided for personal, non-commercial use only. If Virgin Active reasonably determines that you are using the Programme, rewards, vouchers or offers for commercial purposes or commercial resale, Virgin Active may immediately (in addition to any other rights available to it) suspend or terminate your participation in the Programme without notice. 

5. Where applicable law permits Virgin Active to limit its liability, Virgin Active’s aggregate liability arising out of or in connection with the Programme shall not exceed the greater of:

   1. the value of the specific reward giving rise to the claim; and

   2. the minimum amount required by applicable law.

6. Additional liability provisions may apply in certain territories and will be set out in the applicable Country Schedule.

15. TERMINATION

    1. Virgin Active may end your participation in the Programme at any time and for any reason, on notice to you. Upon termination, any unredeemed rewards, vouchers, offers, entries and benefits shall be terminated in accordance with clause 15.3.

    2. Virgin Active may immediately terminate your participation in the Programme if:

       1. you breach these Terms;

       2. your membership is suspended or terminated;

       3. termination is required by law; or

       4. Virgin Active reasonably suspects fraud, abuse or misuse of the Programme.

    3. Upon termination of your participation (howsoever arising), all active rewards, vouchers, offers, entries, digital content entitlements and other benefits shall be terminated. Virgin Active shall not be liable for any damages, losses, expenses or liabilities resulting from such termination.

    4. You may stop participating in the Programme at any time by ceasing to use the Programme. Cessation of participation in the Programme does not automatically cancel your membership.

    5. Any provision of these Terms that by its nature is intended to survive termination (including, without limitation, provisions relating to liability, privacy, intellectual property and dispute resolution) shall continue in full force and effect following termination.

16. PRIVACY

    1. We process personal information in connection with the Programme in accordance with the Privacy Notice applicable to your territory, as identified in the Country Schedule or the App. The Privacy Notice explains the personal information we collect, how we use it (including for personalisation and reward modelling), our lawful bases for processing, how we share it, international transfers, retention periods, your rights and how to contact us.

    2. Where the Programme personalises goals, actions, rewards or content, further information about how your personal information is used for that purpose is set out in the Privacy Notice and in-App notices.

17. GENERAL PROVISIONS

    1. Changes to these Terms. Virgin Active may update these Terms from time to time. Where required by applicable law or where a change is material and adverse to you, Virgin Active will give reasonable notice through the App or other appropriate means. Your continued participation in the Programme following any update constitutes your acceptance of the revised Terms.

    2. Complaints. If you wish to make a complaint in relation to the Programme, please contact us using the details provided in the App, the Country Schedule or your local Virgin Active website.

    3. Governing law and disputes. The governing law and courts applicable to these Terms are as set out in the Country Schedule. Nothing in these Terms limits your right to bring a claim in any court or jurisdiction where mandatory consumer law gives you that right.

    4. Assignment. Virgin Active may transfer its rights and obligations under these Terms to another Virgin Active group company without your consent. You may not transfer your rights or obligations under these Terms without Virgin Active’s prior written consent.

    5. Severability. If any provision of these Terms is found by any court or competent authority to be invalid, illegal or unenforceable, that provision shall be modified to the minimum extent necessary to make it valid, legal and enforceable, or if modification is not possible, it shall be severed from these Terms without affecting the validity or enforceability of the remaining provisions.

    6. Third-party rights. No person other than you and the relevant Local Virgin Active Entity has any right to enforce these Terms, save that another Virgin Active group company may enforce any provision of these Terms where it is expressed or intended to benefit from such provision.

    7. Entire agreement. These Terms, together with the App Terms, your membership agreement and any other terms expressly incorporated by reference, constitute the entire agreement between you and the relevant Local Virgin Active Entity in relation to the Programme and supersede all prior agreements and understandings in respect of the subject matter of these Terms.

PART 2: COUNTRY SCHEDULES

COUNTRY SCHEDULE: SOUTH AFRICA

COUNTRY SCHEDULE: BOTSWANA