1. Client Process Pack

2. Contents Page Cancellation Requests – Pages 3 & 4
Change of Benefit Provider – Page 7
Club Closure – Page 5
Annual Renewal and Review – Pages 8 & 9
Registered Name/Address Change – Page 6

3. Cancellation Requests
GymFlex receive cancellation request
From HR/ Benefits Team or Benefit Provider?
Refer employee to HR/ Benefits Team
Yes
Standard cancellation process initiated
Reason?
Redundancy
Relocation
Illness/Injury
Club Changes/ Service issues
Refer employee to club to resolve
Club’s decision?
Allow
Decline request to HR/ Benefit team
Confirm cancellation to HR/ Benefits team
Account Manager to process with finance
Decline
Form of proof inc.? No
Request form of proof
Within 14 days of initial request?

4. Cancellation Requests
All requests for cancellations will need to come from the HR/ Benefit team and will need to include relevant proof to back up the request. For example:
Relocation – offer letter confirming the new location
Emigration – one-way travel ticket
Home address move – Utility bill for new postal address
Illness/ Injury – letter from medical practitioner confirming unable to use gym and timescales.
Death – death certificate
Scanned copies of evidence is acceptable by our gyms – we do not need to see the original.
Under distance selling regulations an employee has the right to cancel within 14 days of selection on our site (not the time the membership starts). If a cancellation is received within this period they will receive a full refund without penalty.
Each club has its own T&Cs on cancellations. Some don’t cancel at all, some allow cancellations in extreme circumstances such as serious illness or injury. GymFlex will establish which gym the membership is at and whether they may allow cancellation and then contact the gym as appropriate.
In all cases, any issues regarding the service or facilities at the gym need to be raised by the employee direct with the gym in line with the gyms own complaint procedures.
Where a refund is granted, we will request a return of money from the gym. Once received, we will pass onto the client to amend payroll deductions as appropriate.
Please note, some gyms require a notice period for cancellation requests and this will be reflected in any monies returned.

5. Club Closure
GymFlex s employees – has club provided a choice to employees?
GymFlex compiles list of affected employees
GymFlex receives
notification of club closing
GymFlex Account Manager informs HR contact if there are affected employees and how we are dealing with the issue
GymFlex confirms with club what options they are offering to employees
GymFlex Account Manager advises HR contact of outcome of closure and what employees have chosen
If club issues refund, GymFlex to contact HR to process refund No
Yes
Where a refund is granted, we will request a return of money from the gym. Once received, we will pass onto the client to amend payroll deductions as appropriate.
Refunds issued that are due to Club Closure may not be charged the standard £25 processing fee by Incorpore
Choices for employees in the case of club closure often include cancellation or transfer to another club, but this is not always the case
If a refund is issued this can take a number of weeks, so may come after a further salary deduction.
If employee has left employment, GymFlex will need to validate that they have paid the remainder of their membership before we can refund them directly
Give employees deadline to choose – otherwise we will assume default choice
GymFlex advises club of employees choices
If employee transfers membership to another club, this will be done in club and will not require further action

6. Registered Name/Address Change
This process is applicable for any changes to the legal name or registered address of the company, which would incur changes to the contract between both parties
Gymflex account manager notified of change of name, registered address or company number
Received in writing from client directly?
Gymflex account manager contacts client to confirm
Amendment form (or new contract if applicable) sent back to client by gymflex account manager
Form/contract signed and returned to gymflex account manager
Gymflex records updated
Yes No
Gymflex account manager to check if any changes to finance or invoicing
If client has direct login, gymflex account manager to discuss changing this to reflect new company name

7. Change of Benefit Provider
Implementation form and contract if necessary sent by GymFlex to be completed by client/provider
GymFlex receives
notification of provider changing from?
Changes confirmed to HR contact and benefit provider by GymFlex Account Manager
Returned to GymFlex Account Manager
Changes made on GymFlex system
Client
With letter of authority?
Provider
Yes
Until a correct implementation form has been received we cannot change provider on the GymFlex system as all details need to be reviewed and checked No
Confirmation requested from Client, or letter of authority supplied

8. Annual Renewal and Review What is the GymFlex Annual Review?
As part of the service we offer to you as a client, once per year your Account Manager at GymFlex will contact you to hold a review of the scheme.
The agenda for this normally constitutes of (but is not limited to):
Contract Status
Contacts
PO Number and Invoicing
Process
Statistics
Promotions
This is normally held by a short call, or conference call, depending on your requirements. This can also be via if a call is not possible. This call will ideally be held between GymFlex and yourself as the Client directly, and may sometimes also involve your benefit provider should you have one.

9. Annual Renewal and Review
Why hold an Annual Review?
The Annual Review is a great opportunity for both parties to look back at what is working well in the scheme, and also what we could do to improve this.
This may also be an opportunity to raise any queries or questions you may have for us, and also mutually discuss how we could improve the running of the scheme for yourselves, your employees and for us.
The GymFlex Account Manager will also ensure you are up to date with all of the products and services we offer, many of which will be included in your annual fee. We will also be able to give you insight into general updates in the gym and health club industry.
The takeup and MI statistics can also be discussed, which ties in with promotion and comms. Both of these are ways we can look to improve the scheme uptake and maximise the engagement and hence benefit to your employees.
 How and when will the Annual Review be arranged?
Your GymFlex Account manager will contact you, normally by , to schedule in a suitable time for the call. Once discussed and agreed, this date/time can be put in the diary.
The Annual Review will be held at least 3 months prior to your renewal date as a client (which is when we charge the annual scheme fee). The reason for this is to ensure that the correct 3-month notice period is given to GymFlex of your intention to renew or withdraw from the scheme.