Policies

You must read and agree to these Terms and Conditions in order to proceed with the membership.  These terms and conditions govern your use of our services and premises, and form an agreement between you and us.

Interpretation and Definitions

Interpretation

The meaning of the words in the definitions section below have defined meanings under these conditions. The definitions will have the same meaning regardless of whether they appear in singular or in plural.

Definitions

 For the purposes of these Terms and Conditions:

• “Company” (referred to as either ‘the company’, ‘we’, ‘us’, ‘our’ in this agreement) refers to Lantern Life Fitness Ltd, its affiliates, and its staff. All words used to refer to the Company may have the initial letter capitalised or non-capitalised.
• “Feedback” means feedback, innovations, or suggestions sent by You regarding the attributes, performance, or features of our Service.
• “Membership” means the right awarded to You to use the Service(s) upon creation of a Profile, and successfully receiving payment made by You for the chosen Service.
• “Premises” means the structures, buildings, furnishings, fixtures and fittings, and land that make up the parcel of property on which the Company is situated. 
• “Product” means any products which includes but is not limited to merchandise, fitness equipment, apparel, collectibles offered for sale.

.     “Profile” means a collection of information completed by You, and individual to You in order to register and log in to the Web App. 

• “Service” means one, many, or all intangible and tangible facilities provided by us. This includes but is not limited to the health and fitness studio, the gym, dietetic / exercise nutrition consultation services, hydrotherapy, pool services, playground, changing rooms, salaam room and relaxation areas.
• “Website” means (website name) accessible from (website url).
• “Web App” means (web app name) accessible from (where ever it is accessible from)
• “You” means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

1. Eligibility and Medical Requirements

a.  Our services are exclusively for females.

b.  All clients must be 18 years or above. Age verification may be asked by the company.

c.  Clients with medical conditions for whom exercise/hydrotherapy is recommended by a doctor/physiotherapist/occupational therapist/dietician/mental health counsellor must provide a written medical clearance for exercise before participating in any exercise activity.

2. Assumption of Risk and Liability Waiver

a.  Clients acknowledge and understand that participating in physical activities involves inherent risks, and they voluntarily assume all risks related to their use of our services.

b.  Clients agree to release and hold harmless the Company from any liability for injuries, illnesses, harm, or damages incurred during their time at the premises.

3. Services and Fees

a.  The company offers bespoke exercise services, individual body composition analysis, dietetic/exercise nutrition consultations, mental health counselling and access to the pool area.

b.  Clients are required to pay membership fees or individual session fees as determined by the Company and as per the payment process accepted at the time of purchase of services and packages on the Company’s Web App or in-house. 

c.  Payment for services must be made in advance, and we reserve the right to update or modify fees with prior notice. Partial payments can also be made for specific packages subject to the conditions set out under clause 4.

d.  Memberships cannot be transferred.

4. Partial Payments

For clients availing a package that includes a specified number of sessions, such as a 12-session package, partial payment is subject to the following terms:

a.  Initial Payment: Upon the purchase of the 12-session package, the client may make an initial partial payment, which covers a portion of the total package cost.

b.  Allocation of Sessions: The client acknowledges that the partial payment covers a limited number of sessions as determined by the Company, typically the first half of the total sessions (sessions 1 to 6).

c.  Session Progression: the Company will schedule and provide the client access to sessions 1 to 6 upon receipt of the initial partial payment.

d.  Balance Payment: Before proceeding to sessions 7 to 12, the client must settle the remaining balance of the total package cost, as specified in the original payment terms.

e.  Session Reservation: The client understands that sessions 7 to 12 will not be scheduled or reserved until the Company receives the full payment of the outstanding balance.

f.  Time Limit: The client agrees to settle the balance payment 24 hours before session 7 and complete the package within a specified time frame, typically within 30 days from the date of the initial payment.

g.  Forfeiture: If the client fails to make the balance payment within the specified time frame (24 hours before session 7), the Company reserves the right to consider the package complete, and the client shall not be entitled nor permitted to attend any remaining sessions and agree for the sessions 7-12 to be opened to new clients. 

h.  However, exceptions will be made where the balance is paid after the expiry of the Time Limit at the discretion of the Company. It is mandatory on the client to explicitly communicate with the Company the reason for not making the payment for the outstanding balance within the Time Limit. The Company will communicate with the client whether it can accommodate sessions 7-12 before the client is given the exception to pay for the outstanding sessions after the expiry of the Time Limit. 

5. Rescheduling Sessions based on Medical Evidence:

a.  Medical Evidence Requirement: Clients who need to reschedule a session on medical grounds must provide valid and sufficient medical evidence to support their inability to attend the scheduled session. The medical evidence may be in the form of a medical practitioner’s note, medical certificate, or any other official documentation verifying the client’s medical condition, which renders them unable to attend.

b.  Rescheduling Policy: Upon receipt and verification of the medical evidence by the Company, clients will be allowed to reschedule the affected session to a later date within the same package subject to conditions set out below.

c.  Carrying Forward Rescheduled Sessions: Rescheduled sessions based on medical evidence can only be carried forward and redeemed within a period of three months (90 days) from the date of the original affected session. Clients are permitted to reschedule sessions based on medical evidence more than once within the specified three month period (90 days). 

d.  Notification and Documentation: Clients must inform the Company of their need to reschedule a session on medical grounds 24 hours prior to the start time of the scheduled session. Clients should state whether they are rescheduling on new medical grounds or the same medical grounds as the previous instance. No new evidence is required if the medical ground is the same as the previous instance. New evidence is required for new medical ground. 

e.  Session Availability: The rescheduled session is subject to availability under clause 8, and the Company will make reasonable efforts to accommodate the client’s preferred rescheduled date and time based on the sessions schedule and capacity.

f.  Session Forfeiture: Failure to provide valid medical evidence or exceeding the three-month time limit will result in the forfeiture of the right to reschedule the affected session. The session will be considered used, and no refund or compensation will be provided.

6. Notice in Advance to Reschedule Session:

a.  Advance Notice Requirement: Clients who wish to reschedule a session must provide the Company with advance notice of their intention to do so. The advance notice period is set at 24 hours prior to the commencement of the session the client wishes to reschedule. Requests received after the minimum notice period has passed may not be accommodated and may result in the forfeiture of the session without the option to claim a refund.

b.  Rescheduling Process: Clients must communicate their request to reschedule with the Company through an approved communication channel, such as phone, email, or the contact us page on the Company’s official website. The request should include the client’s name, non-attended session date and time, reason for rescheduling, nature of evidence provided, and the preferred rescheduled date and time.

c.  Session Availability: The rescheduled session is subject to availability under clause 8. The company will make reasonable efforts to accommodate the client’s preferred rescheduled date and time based on the fitness studio’s schedule and capacity.

d.  Rescheduling Frequency Limit: Clients may reschedule each session within the package a maximum of 3 times without incurring any additional fees or penalties. Exceeding this rescheduling frequency limit may be subject to additional charges or restrictions. In the event of genuine unforeseen events, the frequency limit can be waived at the discretion of the Company.

e.  Failure to Attend Rescheduled Session: If a client fails to attend a rescheduled session without providing another notice within 24 hours before the session, the session will be considered used, and no refund or compensation or rescheduling option will be provided.

f.  Term Changes: The company reserves the right to modify or update the rescheduling term with prior notice to clients. Clients will be informed of any changes through email, website notifications, or other appropriate means.

7. Fat Loss Sessions Missed Cannot be Rescheduled:

a.  Missed Fat Loss Session: Clients participating in fat loss sessions offered by the Company understand and acknowledge that if they miss a session, it cannot be rescheduled.

b.  Commitment to Attendance: Clients are responsible for attending scheduled event sessions on the specified date and time. The company commits resources, preparation, and facilities for these sessions based on the expected attendance.

c.  Non-Transferable: Missed event sessions are non-transferable to other clients, packages, or future sessions. The unique nature of event sessions may prevent accommodating clients at later dates due to limited availability or special arrangements.

d.  Exceptional Circumstances: In exceptional circumstances, such as a documented medical emergency, emergency travel or unforeseen circumstances beyond the client’s control, the Company may, at its sole discretion, consider providing compensation or alternative arrangements. Clients must promptly communicate with the Company the circumstances that will render them to miss the fat loss session within 7 calendar days of the missed fat loss session. The Company will then review the circumstance and offer appropriate resolution.

e.  Term Changes: The company reserves the right to modify or update the missed fat loss session term with prior notice to clients. Clients will be informed of any changes through email, website notifications, or other appropriate means.

8. Difficulty in Rescheduling Due to Capacity:

a.  Capacity Limitation: Clients are informed that depending on the service/package chosen there are indicated maximum capacities of clients. This limitation is in place to ensure the quality, safety, and personalised attention provided to each participant.

b.  Rescheduling Consideration: Clients who miss a session acknowledge that rescheduling to another session may be challenging if the class is already at its maximum capacity for the preferred rescheduled date and time.

c.  Timely Rescheduling Request: To improve the likelihood of successful rescheduling, clients must notify the company of their intention to reschedule 24 hours before missing a session.

d.  Priority-Based Rescheduling: In the event of missed sessions, rescheduling will be determined on a priority basis and within the package’s validity period. Clients who missed a session will be placed on a rescheduling waitlist and will be accommodated in the order of their request, subject to availability.

e.  Alternate Rescheduling Options: If rescheduling is not feasible due to capacity limitations, the Company will explore other alternative options, such as providing access to recorded sessions (if available), offering makeup sessions (if applicable), or providing compensation in line with the Company’s policies.

f.  Term Changes: The company reserves the right to modify or update the difficulty in rescheduling at capacity term with prior notice to clients. Clients will be informed of any changes through email, website notifications, or other appropriate means.

9.   Membership Freeze for No Shows on Medical Grounds

a.  Membership Freeze is offered on medical grounds. 

b.  If a client cannot continue attending sessions due to a medical condition, they must notify us within 7 calendar days and provide valid medical evidence supporting the inability to participate. Upon receipt and verification of the medical evidence, the company will take up to 7 working days to offer the option to freeze the client’s membership for a specified duration.

c.  Freeze Duration: The freeze duration will be determined based on the medical condition and the expected recovery time, up to a maximum period of 3 months. During the freeze period, the client’s membership will be temporarily suspended, and no additional charges will be applied.

d.  Membership Reactivation: At the end of the freeze period, the client’s membership will be reactivated, and they can resume attending sessions as per a revised schedule based on their chosen package prepared.

10.   Refund option on Medical Grounds within Freeze Duration. 

a.  Should  a client find that they are unable to continue with the membership due to medical grounds, they will be eligible for a refund based on the criterion below. 

b.  Client will provide a letter from a certified medical professional to confirm that  for the foreseeable future, the client’s medical condition renders them unable to participate in our service due to the client’s medical condition. 

c.  The letter should state the nature of the medical condition, any expected recovery time frame, and for us to be able to reach out to the medical professional who is supplying the letter for any verification purposes.

d.  Refund will be calculated as per clause 13 below. 

11.   Refund option on Medical Ground after Freeze Duration. 

a.  Refund Option after Three Months If a client’s medical condition continues for a period exceeding three months, they may be eligible for a refund for the remaining unused sessions within their package or membership. 

b.  To request a refund, the client must provide updated medical evidence to the Company as soon as the client becomes aware of the prolonged nature of the medical condition. This can be done at any moment within  the three-month period from the freeze date. 

c.  The company will not be liable to process any refund not claimed in accordance with the time limitations in this clause. 

12.   Membership Freeze Due to Travel. 

a.  The company will freeze membership for up to three months if a client is travelling for work or is migrating to a different city or country. 

b.  The client is required to provide evidence to satisfy the above criterion. 

c.  If the client is not likely to return to Nairobi in three months time from the freeze date, the client may be eligible for a refund at the discretion of the company. The client is required to provide evidence to satisfy this clause. 

d.  Refunds will be calculated and processed as per clause 13 below. 

13.   Refund Calculation & Processing:  

a.  Refund Calculation: The refund amount will be calculated based on the number of remaining sessions in the package or membership at the time of the refund request. The company reserves the right to deduct any applicable administrative fees or transaction charges from the refund amount.

b.  Refund Processing: Upon verification of the updated medical evidence, the company will process the refund within 14 working days of receiving the request.

c.  Term Changes: The company reserves the right to modify or update the membership freeze and refund term with prior notice to clients. Clients will be informed of any changes through email, website notifications, or other appropriate means.

14. Membership Cancellation

a.  Membership cancellation is a permanent action and will result in the complete removal of all personal information and associated data from our systems.

b.  To process a membership cancellation, clients can access the membership cancellation tab on the company’s Web App.

c.  The company will within 1 month of receiving the cancellation request process the request to ensure the removal of all personal information, except where retention is required by law or for legitimate business purposes. As part of the cancellation process the client’s profile will be removed entirely. The data held as hard copy for the client will be retained for 3 months from the date of cancellation request before it is discarded in accordance with law. 

d.  Clients may be required to fulfil any outstanding financial obligations before proceeding with the membership cancellation. Clients will be notified of any such outstanding balance before the membership is fully cancelled.

e.  Upon successful membership cancellation, the company will communicate the completion of the cancellation to the client through an email notification.

f.  Membership cancellation does not affect any applicable refunds as per the company’s standard policies.

g.  Memberships cannot be reactivated once cancelled. Therefore, reactivation of any sorts is impossible. Should the client wish to become our client again, a new membership will have to be created by registering as a new member on the Web App.

h.  Membership cancellation ceases membership and access to all products, services, and premises related to the company.

15.   Unresponsive memberships:

a.  If a client does not communicate with us the reason for their non-attendance, the company will get in touch with the client on the day the session is not attended through the means of communication given to the company by the client.

b.  If the client does not respond to the company’s attempt to make a connection within 7 days, the membership will be deemed unresponsive.

c.  An unresponsive membership will result in cessation of membership and the refund for all future paid sessions will only be awarded at sole discretion of the company.

d.  In order for an unresponsive membership to be eligible for a refund, appropriate evidence for lack of communication should be presented within 7 days which must be verified by a professional. 

e.  If the client does not provide sufficient evidence within 7 days after connection to the client was attempted, the sessions will be considered used, and no refund or compensation or rescheduling option will be provided.

16.   Client Responsibility

a.  While the company takes all necessary measures to ensure safety and hygiene, clients acknowledge and agree that they have a personal responsibility for their own well-being and safety at all times whilst present at the premises.

b.  Clients should exercise within their physical capabilities and inform trainers of any health concerns, discomfort during sessions which may include but not limited to; shortness of breath, dizziness, spasms, chest pain, injuries or medical conditions that may impact their participation.

c.  Clients are encouraged to follow safety guidelines, use equipment correctly, and be aware of their surroundings to prevent accidents or injuries.

d.  Clients acknowledge that fitness activities may involve physical exertion and potential risks. They assume full responsibility for any risk of injury, accident, or medical condition that may arise during the fitness session.

e.  Clients are not allowed to take photographs or videos of the premises, or other clients, unless with prior consent from the Company. 

f.  Clients understand and agree that the company will not be held liable for any injury, loss, or damage resulting from their participation in any of its services.

g.  Clients will compensate the company for any damage they, or any of their associates such as carers, children, nannies,  cause to the premises, equipment, and machinery however caused.

17.   Children Policy:

a.  The company understands that clients may have family responsibilities and ensures that the safety and comfort of all clients are of paramount importance.

b.  Prior approval from the company is required for the clients who wish to bring their children along. Girls up to the age of 17 can accompany their parent and/or guardian. Boys up to the age of 6 can accompany their parent and/or guardian.

c.  If approved, clients must ensure their children are accompanied by a responsible female nanny or female caregiver who will be solely responsible for their supervision and well-being throughout the session. 

d.  The company is not responsible for supervising or caring for children during the sessions.

e.  Clients who will use the baby changing facility must bring their own equipment and material to change the diaper. Clients must ensure that they leave the baby changing room in a clean and hygienic condition after use, plus dispose of all soiled diapers, wipes, and tissues in the waste bins provided inside the baby changing area.   

f.  Clients agree that any accident, injury, or any form of harm to their children however caused whilst at the premises is not the responsibility of the company. The company will not be held liable for the aforementioned events mentioned in this clause.

g.  Clients are expected to comply with the Children Policy in this clause, guidelines displayed at the premises, and provide accurate information when seeking approval for their children’s presence during the session.

h.  Clients must ensure their children follow the company’s rules and guidelines, and behave appropriately to maintain a safe and respectful environment for all participants.

18. Carers Admission Policy. 

a.  Where applicable, the client is allowed to bring their female carer to support them whilst at the premises. 

b.  The carer who is required to physically help and support the client are not charged for admission, but are required to register themselves at the reception. 

c.   Only one female carer per client is permitted on the premises for the same duration of time as the respective client. 

d.  The client with whom the carer is associated assumes full responsibility for the conduct and the behaviour of the carer. 

e.  The client will ensure that the carer abides by all the Company rules.

f.  The Company will not be held liable for the conduct or the behaviour of the carer, or be expected to monitor or supervise the carer at any time during their presence at the premises. 

19. Males Allowed on the Premises:

a.  Only male staff members as employed by the company, and male contractors in agreement with the company are permitted on the premises. 

b.  Appropriate signage will be displayed at the premises to notify of  male attendance. 

    20. Males Not Allowed on Premises:

a.  Access Restriction: Only female clients are allowed on the premises of the company to participate in fitness activities, use services and attend scheduled sessions. Male individuals, including male guests and male staff of the clients are not permitted to enter the premises.

b.  Pick-up and Drop-off: Male individuals may be allowed to enter the premises for the purpose of dropping off or picking up female clients in the designated parking area. Once the pick-up or drop-off is completed, male individuals are required to leave the premises promptly.

c.  Enforcement: Our staff and security personnel will monitor compliance with this term to ensure the safety and comfort of all our female clients. Male individuals who attempt to enter the premises, not for pick-up or drop-off purposes will be asked to leave the premises immediately and their female counterpart will be issued with a warning.

d.  Term Changes: The company reserves the right to modify or update the Males Not Allowed on Premises term with prior notice to clients. Clients will be informed of any changes through email, website notifications, or other appropriate means.

21.   No Speakers Policy and Membership Cancellation:

a.  No Speakers Policy: At Lantern Life Fitness, we prioritise providing a comfortable and focused environment for all our clients. As such, the use of personal speakers or audio devices that emit sound in our fitness studio is strictly prohibited. Clients are kindly requested to refrain from bringing speakers or any disruptive audio equipment into the studio premises.

b.  Compliance and Studio Conduct: Clients are expected to adhere to all studio rules and guidelines, including the No Speakers Policy, to ensure a positive experience for themselves and others. Respect for fellow clients and consideration for their fitness journey is of utmost importance.

c.  Management Discretion: In case of any client found disobeying the No Speakers Policy, the management of the company reserves the right to take appropriate action, which may include issuing warnings or requesting the immediate cessation of the disruptive behaviour. In severe or repeated instances of disobedience, the management reserves the right to cancel the membership of the offending client without an option of refund.

d.  Confiscation of Speakers: If a client is found in possession of a speaker or any audio device in violation of the No Speakers Policy, the studio management may confiscate the device temporarily. The confiscated device will be returned to the client upon exiting the studio premises.

e.  Communication and Warning: Before taking any action, the company will communicate with the client about the violation and provide a clear warning regarding the consequences of continued disobedience. The client will be given an opportunity to correct their behaviour and comply with studio rules.

f.  Membership Cancellation: In case of a serious breach of studio rules or multiple violations of the No Speakers Policy, the company’s management reserves the right to cancel the membership of the offending client with immediate effect. In such cases, no refunds or compensation will be provided.

g.  Term Changes: the company reserves the right to modify or update the No Speakers Policy and Membership Cancellation term with prior notice to clients. Clients will be informed of any changes through email, website notifications, or other appropriate means.

22.   Conduct and Studio Rules

a.  Clients must follow the rules and guidelines compiled in the company’s Code of Ethics. 

b.  Any breach of conduct may result in temporary suspension or termination of membership without refund.

23.   Privacy and Data Protection

a.  The company collects, uses, stores, and protects personal information in accordance with its Privacy Policy based on applicable data protection laws.

b.  By using our services, clients consent to the collection and processing of their personal information as outlined in our privacy policy.

24. Intellectual Property

a.  All intellectual property rights owned, used, or contractually available to be used by the company legally.

b.  All intellectual property rights related to the company’s materials, business names, domain names, service marks, programs, designs, logos, trademarks, copyrights, moral rights, and content belong to the company.

c.  Clients may not reproduce, distribute, copy, or use any intellectual property.

25.   Force Majeure

a.  Neither party shall be in breach of the agreement or otherwise liable for any failure of delay in the performance of its obligations if such delay or failure results from events, circumstances or causes beyond its reasonable control. 

26.   Modification of Terms and Conditions

a.  The company reserves the right to update or modify these terms and conditions at any time.

b.  Clients will be notified of any changes and continued use of our services will imply acceptance of the updated terms.

27.   Governing Law and Jurisdiction

a.  These terms and conditions are governed by the laws of Kenya.

b.  Any disputes arising from or relating to these terms shall first be negotiated between the company and the client in good faith, failing which the dispute shall be subject to the exclusive jurisdiction of the courts in Kenya.

By using our premises, facilities, and services, you acknowledge that you have read, understood, and agree to abide by these terms and conditions.