Gym Merch
Gym Merch

BODY MATRIX FITNESS PTY LTD

Member Rights & Consumer Guarantees

Version 1.0

Effective: 1 September 2026

Our Commitment

At Body Matrix, we believe trust is earned.

We are committed to providing a safe, respectful and professional training environment where every member is treated fairly and with respect.

This document explains your rights as a Body Matrix member under Australian Consumer Law and how we will work with you if something goes wrong.

Nothing in our Membership Agreement, Club Rules or Waiver limits any rights you have under the Australian Consumer Law.

Your Consumer Rights

The Australian Consumer Law provides important protections when you purchase goods or services.

This means you are entitled to expect that the services we provide will:

  • be delivered with due care and skill;

  • be reasonably fit for the purpose for which they are supplied;

  • be provided within a reasonable time where no timeframe has been agreed; and

  • match any description or representations we have made.

If we fail to meet these guarantees, you may be entitled to remedies under the law.

What You Can Expect From Us

We will always aim to:

  • treat you with courtesy and respect;

  • provide a safe and welcoming training environment;

  • maintain our equipment in good working order;

  • provide professional coaching and instruction;

  • protect your personal information;

  • respond to enquiries promptly;

  • investigate complaints fairly; and

  • comply with our legal obligations.

We continually review our services to improve the experience for every member.

What We Ask From You

To help us provide the best possible service, we ask that members:

  • comply with the Membership Agreement and Club Rules;

  • provide accurate health information;

  • update their contact details when they change;

  • treat staff and fellow members respectfully;

  • use equipment safely;

  • report hazards or damaged equipment promptly; and

  • communicate concerns with us as early as possible.

    Refunds

Refunds are assessed individually and in accordance with:

  • Australian Consumer Law;

  • your Membership Agreement; and

  • the circumstances of your request.

Joining Fees are generally non-refundable because they cover administration and onboarding costs, except where required by law.

Membership fees already paid may be refundable where required by law or where Body Matrix agrees to do so.

Personal Training sessions, coaching packages and promotional offers are subject to the cancellation terms applicable to those services.

Cooling-Off

Where your Membership Agreement provides a cooling-off period, we will honour that commitment.

Where no contractual cooling-off period applies, your statutory rights under Australian Consumer Law remain unaffected.

If Something Goes Wrong

If you are unhappy with any aspect of our service, we encourage you to tell us as soon as possible.

Many concerns can be resolved quickly through a conversation.

You can contact us:

In person
Body Matrix Reception

Email
admin@bodymatrix.com.au (replace with your preferred address)

We will:

  • acknowledge your concern;

  • investigate the issue fairly;

  • consider all relevant information; and

  • provide a response within a reasonable time.

If We Make a Mistake

If we have made an error, we will work with you to resolve it promptly.

Depending on the circumstances, this may include:

  • correcting an administrative error;

  • replacing a service;

  • providing additional coaching;

  • adjusting fees;

  • providing a refund where required; or

  • another fair outcome.

Safety

Exercise involves inherent risks.

While we take reasonable care to maintain a safe environment, every member has a responsibility to exercise within their own ability and follow staff instructions.

Our separate Waiver and Risk Acknowledgement explains these risks in more detail.

Privacy

We respect your privacy.

Your personal information is handled in accordance with our Privacy Policy and applicable Australian privacy laws.

You may request access to your personal information or ask us to correct inaccurate information at any time, subject to legal requirements.

CCTV

For the safety of members, staff and visitors, CCTV operates throughout parts of the facility.

Recordings are used only for legitimate business purposes such as:

  • security;

  • incident investigation;

  • protecting property; and

  • improving safety.

Communications

We use email and SMS to help manage your membership.

These communications may include:

  • booking confirmations;

  • appointment reminders;

  • payment notifications;

  • membership information;

  • safety updates; and

  • account notices.

Where you have given consent, we may also send:

  • newsletters;

  • educational content;

  • promotions;

  • events; and

  • member offers.

You may unsubscribe from marketing communications at any time. Essential operational communications relating to your membership will continue where necessary to administer your account.

Changes to Our Policies

From time to time we may update our Membership Agreement, Club Rules, Privacy Policy or other documents to reflect changes in:

  • legislation;

  • safety requirements;

  • technology;

  • our services; or

  • business operations.

Where changes materially affect your rights or obligations, we will provide reasonable notice before those changes take effect.

The latest versions of our policies are always available on our website.

If We Cannot Resolve Your Complaint

We hope every concern can be resolved directly.

If you are not satisfied after giving us a reasonable opportunity to resolve the issue, you may seek independent advice or assistance from the appropriate government or legal services available in Victoria.

Thank You

Body Matrix exists because of its members.

We appreciate your trust and will continue working to provide a safe, welcoming and results-focused environment where everyone can pursue better health.