Client Process Pack Contents Page Cancellation Requests Pages

Client Process Pack

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 2 © Incorpore Ltd 2018

Cancellation Requests Request form of proof Illness/Injury Relocation No From HR/ Benefits Team or Benefit Provider? Gym. Flex receive cancellation request Refer employee to HR/ Benefits Team 3 © Incorpore Ltd 2018 No Confirm cancellation to HR/ Benefits team Yes Form of proof inc. ? Ye s Redundancy Club’s decision ? Reason ? Within 14 days of initial request? Allow Club Changes/ Service issues Standard cancellation process initiated Decline Refer employee to club to resolve Decline request to HR/ Benefit team Account Manager to process with finance

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. Gym. Flex 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. 4 © Incorpore Ltd 2018

Club Closure Gym. Flex receives notification of club closing Gym. Flex compiles list of affected employee s Gym. Flex Account Manager informs HR contact if there affected employees and how we are dealing with the issue Gym. Flex confirms with club what options they are offering to employees Gym. Flex emails employees – has club provided a choice to employees? No Gym. Flex Account Manager advises HR contact of outcome of closure and what employees have chosen If club issues refund, Gym. Flex to contact HR to process refund Yes Choices for employees in the case of club closure often include cancellation or transfer to another club, but this is not always the case 5 © Incorpore Ltd 2018 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. Give employees deadline to choose – otherwise we will assume default choice If a refund is issued this can take a number of weeks, so may come after a further salary deduction. Refunds issued that are due to Club Closure may not be charged the standard £ 25 processing fee by Incorpore Gym. Flex advises club of employees choices If employee has left employment, Gym. Flex will need to validate that they have paid the remainder of their membership before we can refund them directly If employee transfers membership to another club, this will be done in club and will not require further action

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? Yes Amendment form (or new contract if applicable) sent back to client by gymflex account manager Gymflex account manager to check if any changes to finance or invoicing No Gymflex account manager contacts client to confirm 6 © Incorpore Ltd 2018 If client has direct login, gymflex account manager to discuss changing this to reflect new company name Form/contract signed and returned to gymflex account manager Gymflex records updated

Change of Benefit Provider Gym. Flex receives notification of provider changing from? Client Provider With letter of authority? No Confirmation requested from Client, or letter of authority supplied 7 © Incorpore Ltd 2018 Implementation form and contract if necessary sent by Gym. Flex to be completed by client/provider Ye s Until a correct implementation form has been received we cannot change provider on the Gym. Flex system as all details need to be reviewed and checked Returned to Gym. Flex Account Manager Changes made on Gym. Flex system Changes confirmed to HR contact and benefit provider by Gym. Flex Account Manager

Annual Renewal and Review What is the Gym. Flex Annual Review? As part of the service we offer to you as a client, once per year your Account Manager at Gym. Flex 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 email if a call is not possible. This call will ideally be held between Gym. Flex and yourself as the Client directly, and may sometimes also involve your benefit provider should you have one. 8 © Incorpore Ltd 2018

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 Gym. Flex 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 Gym. Flex Account manager will contact you, normally by email, 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 Gym. Flex of your intention to renew or withdraw from the scheme. 9 © Incorpore Ltd 2018