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Venue 360 privacy & cookie policy

looking after your data is very important to us...

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how to book

Step one
Make sure main reception have your current email address and that you obtain a booking PIN from them.
Step two
Click on the 'BOOK NOW' heading above or whereever you see the 'BOOK NOW' icons.
Step three
Use your email and PIN to login and away you go with booking and paying!
Step four
Navigate around to find your chosen activity before booking your desired date and time.
 
You can check your bookings in the 'manage bookings' section.
 
An email will only be sent to you confirming your bookings once it has been paid for.
 
Bookings not paid for will automatically be deleted after 20 minutes.
book now

The Venue 360 Ltd privacy promise

Venue 360 is a not for profit, public service. Everything we do is for the benefit of our members and regular non-member users.

​Transparency

We will always explain clearly what data we’re collecting about you and why. We will only collect data we need to:

  • give you a better experience

  • improve our services

  • fulfil our responsibilities as a public service.

Choice

It’s up to you how you use our services. And you can manage or cancel your membership at any time. 

Trust

Your trust is very important to us. So we’re committed to keeping your data safe and secure.

We promise to never sell your personal details to anyone.

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  • How can I book an activity online?
    You can book in person, on the phone or online. Members can book up to 15 days in advance for all sports and classes (Pro-zone 60 days). Once registered, Non-members can book upto 7 days in advance (Pro-zone 30 days) and will pay non-member rates. Both members and regular non-members must pay upon booking online.
  • Why book online?
    Available 24 hours a day and 7 days a week, choosing to book online means you don't have to worry about phone queues at peak times or waiting for Venue 360's main reception to open (open for bookings from 8.30am each day). You can also manage all your bookings in one handy place and edit your personal details (including your email address and phone number) if they change.
  • What can I book online?
    The following can all be booked and paid for online: exercise classes, squash & racketball courts, tennis courts, badminton, basketball, indoor cricket nets, volleyball, table tennis, netball & pro-zone football pitches.
  • How do I book online?
    Click on 'Book Now' and login online with your email address and password. Your email address must be the one that is on your current Venue 360 member record. Please check with reception that we have the correct email address. For more information then click on our 'how to book' section or ask at our main reception.
  • Can I book online whilst abroad on holiday?
    No. Booking online from abroad will appear to be the correct time but it will then book incorrectly back in the UK (even if you are using a UK VPN). If you need to book whilst away, please call our reception on Tel: 01582 418873 (option 1).
  • What if I can't remember my PIN?
    You no longer login with a PIN. Please select 'Forgotton your password' to set a password for the first time or to actually reset it, if you have forgotten it. For security reasons, reception is no longer able to assist you with a PIN or new password. Reception can though check the email address we have on file for you, to check you are using the correct email address to login. An incorrect or old email address will mean that the system is trying to email you to reset your password but it is unable to reach you.
  • I don't want to pay everytime I book?
    Online bookings must be paid for at the time of booking. If you are a member and do not want to pay before you play then you are welcome to book either in person or by calling our main reception on tel:01582 418873 (option 1). You then must pay before your booking commences. We feel that booking and paying online speeds up the process for you as a member and you will also then receive a confirmation email of your booking. There is now also the ability to store your card details in your personal 'wallet', this means a quicker booking and payment process as you don't need to enter all your cards details everytime. Please be assured that this is fully secure and no one but you has access to view, use, delete or modify your card details.
  • It says my booking is unconfirmed?
    Any bookings showing as 'unconfirmed' in the manage bookings section means that you haven't yet paid for it and you must do so to secure your booking. There is a 20 minute holding time between making your booking and paying for it. After 20 minutes your booking will automatically be deleted and available for someone else to book and pay.
  • I didn't receive a bookings confirmation email?
    Only bookings that are paid for (or zero amount) will receive a confirmation email. Remember, until you pay, your booking is unconfirmed and will automatically be deleted.
  • How to cancel online?
    You can't, unless the booking is for zero amount (e.g. an exercise class). Should you cancel your booking within the late cancellation period then you will be charged the full amount unless the slot is re-booked. Refunds for bookings already paid will be issued if cancelling outside of the cancellation period but this must be done by main reception and cannot be processed online. There are no refunds for no shows or late cancellations (see t&cs for late cancellation details). To cancel a booking simply click on 'manage bookings', click on the booking you want to cancel and then click on the dustbin and confirm to cancel. It is advised though that you cancel your paid booking via main reception so a refund can be arranged.
  • It comes up with an error when I login?
    If an error comes up when you login in then there could be various reasons for this e.g. your membership has expired, you have too many outstanding arrears to pay... Please contact reception and we will try and clear this up as soon as possible for you.
  • Why is it saying no slots available?
    The main reason for this is simply that the slot has already been booked by someone else. If you are never able to book a particular day or time then it may be because there is a block booking in place. If ever in doubt then please feel free to query at our main reception on tel: 01582 418873 (option 1).
  • Can I manage bookings I have made at reception?
    Yes, any bookings made over the telephone or at main reception will also show up online under 'manage your bookings'. These bookings can also be paid online.
  • How many activities can I book?
    You are permitted to book one activity per time slot.
  • When exactly can I book 7 or 15 days in advance?
    Our new online booking system works to exact days and times so we have adjusted things to 7 or 15 days in advance (or whatever your booking privilege is for that particular activity), to not disadvantage members from not being able to book 14 days in advance as they are in a class or on court.
  • Payment is showing as owing but not sure what for?
    The majority of payments owing in your basket are self explanatory but if there is a payment showing with no obvious explanation then this may be a charge for an exercise class no show or late cancellation charge? If you do not know what it is for then please contact reception on tel: 01582 418873 and they will look into this for you.
  • How do I book my free raquets court for lifelines members?
    Lifelines members can book up to 2hrs in advance to receive free squash, badminton or outdoor tennis courts. These cannot unfortunately be booked online and must be booked either in person or by calling reception on 01582 418873 (option 1).
  • Paying for online bookings
    Venue 360 uses Gladstone Pay for all online transactions. You can pay for your online booking using your credit/debit card. We user our merchant Clover via the Gladstone Pay portal.
  • What if I book online but don't turn up?
    Our terms and conditions state that members and non-members who book an activity but don't turn up, or who cancel late, will be charged at full cost unless the slot is rebooked. A refund will not be issued unless there are exceptional circumstances.
  • Can I get a refund online?
    Refunds cannot be processed online. Please contact our main reception on tel: 01582 418873 (option 1) for a refund. It is advised that you do not cancel your booking online and let reception handle this and the refund when you call them or visit.
  • How do I update my contact details online?
    Click on 'My Account' at the top of the screen within the bookings website. Simply replace your email, contact number etc. in the boxes provided and save.
  • How can I book an activity online?
    You can book in person, on the phone or online. Members can book up to 15 days in advance for all sports and classes (Pro-zone 60 days). Once registered, Non-members can book upto 7 days in advance (Pro-zone 30 days) and will pay non-member rates. Both members and regular non-members must pay upon booking online.
  • Why book online?
    Available 24 hours a day and 7 days a week, choosing to book online means you don't have to worry about phone queues at peak times or waiting for Venue 360's main reception to open (open for bookings from 8.30am each day). You can also manage all your bookings in one handy place and edit your personal details (including your email address and phone number) if they change.
  • What can I book online?
    The following can all be booked and paid for online: exercise classes, squash & racketball courts, tennis courts, badminton, basketball, indoor cricket nets, volleyball, table tennis, netball & pro-zone football pitches.
  • How do I book online?
    Click on 'Book Now' and login online with your email address and password. Your email address must be the one that is on your current Venue 360 member record. Please check with reception that we have the correct email address. For more information then click on our 'how to book' section or ask at our main reception.
  • Can I book online whilst abroad on holiday?
    No. Booking online from abroad will appear to be the correct time but it will then book incorrectly back in the UK (even if you are using a UK VPN). If you need to book whilst away, please call our reception on Tel: 01582 418873 (option 1).
  • What if I can't remember my PIN?
    You no longer login with a PIN. Please select 'Forgotton your password' to set a password for the first time or to actually reset it, if you have forgotten it. For security reasons, reception is no longer able to assist you with a PIN or new password. Reception can though check the email address we have on file for you, to check you are using the correct email address to login. An incorrect or old email address will mean that the system is trying to email you to reset your password but it is unable to reach you.
  • I don't want to pay everytime I book?
    Online bookings must be paid for at the time of booking. If you are a member and do not want to pay before you play then you are welcome to book either in person or by calling our main reception on tel:01582 418873 (option 1). You then must pay before your booking commences. We feel that booking and paying online speeds up the process for you as a member and you will also then receive a confirmation email of your booking. There is now also the ability to store your card details in your personal 'wallet', this means a quicker booking and payment process as you don't need to enter all your cards details everytime. Please be assured that this is fully secure and no one but you has access to view, use, delete or modify your card details.
  • It says my booking is unconfirmed?
    Any bookings showing as 'unconfirmed' in the manage bookings section means that you haven't yet paid for it and you must do so to secure your booking. There is a 20 minute holding time between making your booking and paying for it. After 20 minutes your booking will automatically be deleted and available for someone else to book and pay.
  • I didn't receive a bookings confirmation email?
    Only bookings that are paid for (or zero amount) will receive a confirmation email. Remember, until you pay, your booking is unconfirmed and will automatically be deleted.
  • How to cancel online?
    You can't, unless the booking is for zero amount (e.g. an exercise class). Should you cancel your booking within the late cancellation period then you will be charged the full amount unless the slot is re-booked. Refunds for bookings already paid will be issued if cancelling outside of the cancellation period but this must be done by main reception and cannot be processed online. There are no refunds for no shows or late cancellations (see t&cs for late cancellation details). To cancel a booking simply click on 'manage bookings', click on the booking you want to cancel and then click on the dustbin and confirm to cancel. It is advised though that you cancel your paid booking via main reception so a refund can be arranged.
  • It comes up with an error when I login?
    If an error comes up when you login in then there could be various reasons for this e.g. your membership has expired, you have too many outstanding arrears to pay... Please contact reception and we will try and clear this up as soon as possible for you.
  • Why is it saying no slots available?
    The main reason for this is simply that the slot has already been booked by someone else. If you are never able to book a particular day or time then it may be because there is a block booking in place. If ever in doubt then please feel free to query at our main reception on tel: 01582 418873 (option 1).
  • Can I manage bookings I have made at reception?
    Yes, any bookings made over the telephone or at main reception will also show up online under 'manage your bookings'. These bookings can also be paid online.
  • How many activities can I book?
    You are permitted to book one activity per time slot.
  • When exactly can I book 7 or 15 days in advance?
    Our new online booking system works to exact days and times so we have adjusted things to 7 or 15 days in advance (or whatever your booking privilege is for that particular activity), to not disadvantage members from not being able to book 14 days in advance as they are in a class or on court.
  • Payment is showing as owing but not sure what for?
    The majority of payments owing in your basket are self explanatory but if there is a payment showing with no obvious explanation then this may be a charge for an exercise class no show or late cancellation charge? If you do not know what it is for then please contact reception on tel: 01582 418873 and they will look into this for you.
  • How do I book my free raquets court for lifelines members?
    Lifelines members can book up to 2hrs in advance to receive free squash, badminton or outdoor tennis courts. These cannot unfortunately be booked online and must be booked either in person or by calling reception on 01582 418873 (option 1).
  • Paying for online bookings
    Venue 360 uses Gladstone Pay for all online transactions. You can pay for your online booking using your credit/debit card. We user our merchant Clover via the Gladstone Pay portal.
  • What if I book online but don't turn up?
    Our terms and conditions state that members and non-members who book an activity but don't turn up, or who cancel late, will be charged at full cost unless the slot is rebooked. A refund will not be issued unless there are exceptional circumstances.
  • Can I get a refund online?
    Refunds cannot be processed online. Please contact our main reception on tel: 01582 418873 (option 1) for a refund. It is advised that you do not cancel your booking online and let reception handle this and the refund when you call them or visit.
  • How do I update my contact details online?
    Click on 'My Account' at the top of the screen within the bookings website. Simply replace your email, contact number etc. in the boxes provided and save.

GDPR

 

The General Data Protection Regulation, or GDPR for short, is one of the biggest changes to data privacy law in recent years. It is designed to put you in control of how your information is collected and used by organisations.

Your data matters.

We want to help you to understand these rights and exercise them as easily as possible. They're listed below along with some tips on what to do if you'd like more help.

Subject Access Request

All individuals who are the subject of personal data held by Venue 360 Ltd are entitled to:

  • Ask what information the company holds about them and why.

  • Ask how to gain access to it.

  • Be informed how to keep it up to date.

  • Be informed how the company is meeting its data protection obligations.

 

If an individual contacts the company requesting this information, this is called a
subject access request.


Subject access requests from individuals should be made by email to j.goodall@venue360.co.uk
 

Individuals will not be charged for a subject access request. Information must be provided
without delay and at the latest within one month of receipt.

 

The data controller will always verify the identity of anyone making a subject access request
before handing over any information.

Records and Retention Policy

The purpose of this document is to provide a corporate policy framework to ensure that particular
documents (or sets of documents) are dealt with in the correct manner; being retained and/or
disposed of in the correct method and timescale.

Click HERE to view our full records and retention policy

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subject access
records
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