Policies

Effective Date: 01/01/2026

Welcome to ArcLab. By becoming a member, making a booking, or entering our facility, you agree to the following Terms & Conditions. These exist to ensure a safe, fair, and enjoyable environment for all members.

ArcLab offers two membership tiers — Standard (Off-Peak) and Premium (24/7) — each available with four payment cycle options: Weekly, Monthly, Quarterly, and Yearly.

Important: Your membership type determines your access level. Your payment cycle only determines how often you are billed. The benefits of each tier remain the same regardless of payment cycle.

1.1 Standard Membership (Off-Peak Access)

Available with the following payment cycles:

• Weekly — $25/week (no lock-in, cancel anytime)
• Monthly — $99/month (no lock-in, cancel anytime)
• Quarterly — $285/quarter (paid upfront, non-refundable)
• Yearly — $960/year (paid upfront, non-refundable)

Benefits: Off-peak access, private shooting lanes, elite shooting machines, app-based booking, performance tracking, warm-up zone access, recovery zone access.

1.2 Premium Membership (24/7 Access)

Available with the following payment cycles:

• Weekly — $30/week (no lock-in, cancel anytime)
• Monthly — $119/month (no lock-in, cancel anytime)
• Quarterly — $345/quarter (paid upfront, non-refundable)
• Yearly — $1,140/year (paid upfront, non-refundable)

Benefits: 24/7 facility access, priority bookings, private shooting lanes, elite shooting machines, advanced analytics, occasional guest pass, warm-up + recovery zone, app-based booking.

1.3 Weekly & Monthly Payment Cycles

• No lock-in period.
• Can be cancelled anytime using the official cancellation form.
• Billing renews automatically unless cancelled.
• No refunds for partial periods or unused time.

1.4 Quarterly Payment Cycle (Upfront)

• Paid upfront for a 3-month term at a discounted rate.
• Cannot be cancelled once purchased.
• No refunds unless granted under exceptional circumstances (e.g., medical or relocation).

1.5 Yearly Payment Cycle (Upfront)

• Paid upfront for a 12-month term at the highest discount.
• Cannot be cancelled once purchased.
• Pauses only permitted for medical/injury reasons with documentation.
• Refunds only granted in exceptional circumstances.

1.6 Pay-As-You-Go (PAYG)

• Session-only access.
• No ongoing membership.

1.7 Ownership & Transfers

• Memberships are non-transferable.
• Misuse of access or sharing QR codes will result in membership termination.

2. Cancellations & Pauses

2.1 How to Cancel

All cancellations must be submitted through the official form: arclab.com.au/cancel
See our Cancellation Policy for more details.

2.2 Weekly & Monthly

• Cancel anytime.
• Effective immediately once the form is submitted.

2.3 Quarterly & Yearly

• Cannot be cancelled except under:
  • medical incapacity
  • relocation 35km+ from the venue
  • serious hardship
• Supporting documents required.

2.4 Pauses

• Only available for Yearly members.
• Injury/medical documentation required.
• Pause duration determined case-by-case.

3. Bookings & No-Shows

3.1 Booking Requirements

• All sessions must be booked via the ArcLab app or website.
• Members must train in their allocated lane only.
• Arriving late does not extend the session time.

3.2 No-Show Policy

PAYG users:

• A $5 no-show fee applies if you book a session and do not attend or cancel before the session start time.

Members (Weekly/Monthly/Quarterly/Yearly):

• No no-show fees.
• Excessive repeated no-shows may impact booking privileges.

3.3 Booking Limits

ArcLab may enforce reasonable booking limits to ensure fair access for all members.

4. Facility Use & Safety

4.1 Unsupervised Facility

ArcLab operates primarily without staff onsite. Members understand and accept that training is unsupervised.

4.2 Footwear & Equipment

• Proper basketball footwear must be worn.
• Do not adjust or modify machines unless permitted.
• Members are liable for damage caused by misuse or negligence.

4.3 Age Restrictions

• Athletes under 16 require a parent or guardian to remain onsite.
• Parents may accompany their child inside the training area.

4.4 Cleanliness & Hygiene

Members must:

• Wipe down equipment after use
• Dispose of rubbish
• Keep the facility in good condition

4.5 Prohibited Behaviour

ArcLab maintains a zero-tolerance policy for:

• violence or aggression
• harassment or intimidation
• vandalism
• drug or alcohol use
• unsafe behaviour

Violations may result in immediate removal and permanent membership cancellation.

5. Technology, Data & Access

5.1 QR Access

• Members must use their unique QR code to enter.
• Sharing access will result in immediate termination.

5.2 Video & Security Monitoring

The entire facility is monitored 24/7 by CCTV for:

• safety
• security
• incident review
• equipment protection

Footage may be shared with police if required.

5.3 App & Data Usage

By using ArcLab, you agree to allow:

• storage of your training data
• app usage data
• booking patterns
• analytics to improve performance

Your data will not be sold or shared with third parties.

6. Health & Injury

6.1 Physical Condition

Members confirm they are physically able to participate in basketball training.

6.2 Injuries

Any injury must be reported to ArcLab immediately.

6.3 Medical Safety

ArcLab strongly recommends consulting a medical professional before participating in intensive training.

7. Personal Property

ArcLab is not responsible for:

• lost property
• stolen items
• damaged personal belongings

We encourage members to keep valuables secure or with them at all times.

8. Refunds

ArcLab does not offer refunds for:

• change of mind
• unused bookings
• failing to cancel correctly
• partially used billing periods

Refunds are only considered under exceptional circumstances as described in our Cancellation Policy.

9. Behavioural Expectations

Members must:

• treat others with respect
• maintain a safe environment
• follow staff directions (when present)
• use equipment appropriately

Misconduct can result in suspension or termination of membership.

10. Changes to Terms

ArcLab may update these Terms & Conditions at any time without communication to members. Changes will be:

• published on the website
• effective immediately unless stated otherwise

Contact Us

For questions about these Terms & Conditions, please contact us:

Email: [email protected]

Address: 8 Candlebark Court, Research VIC 3095

Effective Date: 01/01/2026

At ArcLab, our goal is to provide athletes of all levels with flexible, fair and transparent membership options. We understand that schedules change, injuries happen, and life can get busy so we've designed a cancellation policy that's simple and easy to follow.

This policy outlines how cancellations, pauses, and exceptions work across each membership type and payment cycle.

Important: ArcLab offers two membership tiers (Standard and Premium). Each tier can be paid on a weekly, monthly, quarterly, or yearly cycle. The cancellation rules depend on your payment cycle, not your membership tier.

1. How to Cancel Your Membership

To cancel your membership, all members must complete the official cancellation form: arclab.com.au/cancel

This ensures your request is processed correctly and provides a record for both you and ArcLab.

After submitting the form, you'll receive confirmation via email or SMS.

2. Weekly & Monthly Memberships

Weekly and Monthly payment cycles (for both Standard and Premium tiers) are no-lock-in.

• You can cancel any time.
• No 14-day notice period required.
• No cancellation fees.
• Your cancellation becomes effective immediately after the form is submitted.
• If a payment is due on the same day you submit the cancellation, that payment may still be processed depending on billing timing.

There are no refunds for partially used billing cycles.

3. Quarterly (Upfront) Memberships

Quarterly payment cycles (for both Standard and Premium tiers) are paid upfront at a discounted rate.

• Cannot be cancelled mid-term.
• No refunds for early cancellation.
• No pauses available.
• Membership will automatically renew at the end of the 3-month period unless cancelled.

Exceptions (case-by-case):

• Medical reasons (doctor's note required)
• Relocation 35km+ from ArcLab (proof required)
• Serious hardship (assessment required)

Early cancellation fees do not apply, but refunds are only issued under these exceptional circumstances.

4. Yearly (Upfront) Memberships

Yearly payment cycles (for both Standard and Premium tiers) offer the highest discount and are paid upfront.

• Cannot be cancelled mid-term.
• No refunds for early cancellation.
• Yearly members may pause their membership for medical/injury reasons only with documentation (e.g., doctor's certificate).
• Pause duration may be limited depending on circumstance and supporting documents.

Exceptions (case-by-case):

• Medical incapacity
• Relocation 35km+
• Exceptionally serious hardship

5. Pay-As-You-Go (PAYG)

PAYG users do not have a membership, so cancellation does not apply.

PAYG No-Show Fee

Because you reserve space that others could use, a $5 no-show fee applies if:

• You book a session
• You do not attend
• You do not cancel before the session start time

This ensures fair access to limited shooting lanes.

6. Refunds

ArcLab does not offer refunds for:

• Change of mind
• Partial use of a billing period
• Not attending booked sessions
• Not cancelling correctly through the cancellation form

Refunds may be considered only under the exceptional circumstances listed above.

7. Member Responsibilities

Members are responsible for:

• Ensuring their payment details remain valid
• Cancelling via the official cancellation form
• Booking and attending sessions responsibly
• Providing documentation for medical or relocation exceptions

8. Policy Updates

ArcLab may update this policy from time to time. Any changes will be published on our website.

Contact Us

If you need help with the cancellation process, we're here to assist:

Email: [email protected]

Address: 8 Candlebark Court, Research VIC 3095

Effective Date: 01/01/2026

These rules exist to keep ArcLab safe, fair, and high-performance for every athlete. All members, parents, and visitors must follow them at all times.

1. General Venue Rules

• Members must stay in their assigned shooting lane at all times.
• Proper sporting footwear and clothing are required. No shirtless or barefoot training.
• Only ArcLab members may enter the facility, except for approved parents, guardians, or coaches.
• Athletes under 16 require a parent or guardian to remain onsite.
• Music will play at a moderate volume. Personal music must be through headphones only.
• No food or drink is permitted on the courts. Drinks allowed only in designated areas.
• No smoking, vaping, alcohol, or drug use anywhere on or near the premises.
• Keep all personal belongings stored neatly. ArcLab is not responsible for lost or stolen items.

2. Safety & Equipment Rules

• ArcLab is mostly unsupervised. Members train at their own risk and must act safely at all times.
• Use all equipment only for its intended purpose.
• Do not force, pull, twist, or manually adjust any part of the shooting machines.
• Tempo, passing speed, and drill settings may be adjusted only via the touchscreen controls.
• Absolutely no dunking, hanging on the rim, or pulling the net.
• Report damaged or malfunctioning equipment immediately.
• Warm-up areas and recovery equipment are shared — treat them with care.
• Use caution with recovery tools (compression sleeves, rollers, bands).
• Members must wipe down balls, mats, and training surfaces after use.

3. Booking & Session Rules

• All sessions must be booked through the ArcLab app or website.
• If you arrive late, your session still ends at the scheduled time.
• Lane switching is not permitted.
• Warm-up areas are shared; do not block or monopolise space.
• PAYG users who miss a booking without cancelling incur a $5 no-show fee.

4. Filming & Photography

• Filming yourself for technique review or personal content is permitted if it does not affect others' privacy or training.
• Recording anyone who is identifiable requires their direct consent.
• Do not film minors unless you are their parent/guardian.

5. Access & Membership Integrity

• Strict no tailgating: do not enter behind another member unless you are their parent/guardian or approved coach.
• QR codes must not be shared.
• Do not let unauthorised individuals into the venue.
• One warning will be issued for misuse; repeat offences may result in suspension or cancellation.

6. Cleanliness & Venue Care

• Place all rubbish in the bins provided.
• Wipe sweat from surfaces, balls, and mats after use.
• Spills must be cleaned immediately to prevent slipping hazards.
• Do not drag or throw equipment.
• You may bring your own basketball; however, ArcLab-supplied basketballs must not be taken outside the venue.

7. Liability for Damage

Members are financially responsible for damage caused by:

• misuse of machines
• deliberate or reckless behaviour
• using equipment outside its intended purpose

8. Zero-Tolerance Behaviour

ArcLab will not tolerate:

• Bullying
• Aggression or intimidation
• Vandalism
• Theft
• Disrespectful behaviour toward staff, parents, or other members
• Excessive swearing, abusive language, or disruptive noise

Any serious breach may result in immediate removal.

9. CCTV & Safety Monitoring

• The venue is monitored by CCTV 24/7 for safety, security, and operational review.
• CCTV does not guarantee real-time support or emergency assistance.

10. Failure to Follow Rules

Failure to follow these rules may lead to:

• A formal warning
• Suspension of membership
• Cancellation of membership
• Financial liability for damage
• Escalation to authorities for serious incidents

Effective Date: 01/01/2026

This Payment & Billing Policy outlines how ArcLab manages membership payments, PAYG transactions, billing cycles, failed payments, and refunds. By purchasing a membership or using the facility, you agree to the terms below.

Important: ArcLab offers two membership tiers — Standard (Off-Peak) and Premium (24/7). Each tier is available with four payment cycle options: Weekly, Monthly, Quarterly, and Yearly. Your membership tier determines your access level; your payment cycle determines billing frequency and discount level.

1. Membership Payments

1.1 Standard & Premium Membership Tiers

Both Standard (Off-Peak) and Premium (24/7) memberships offer the same payment cycle options. The benefits of each tier remain identical regardless of which payment cycle you choose.

1.2 Weekly & Monthly Payment Cycles

• Payment is made via automatic direct debit using the payment method you provide.
• Your membership renews automatically every 7 days (weekly) or 1 month (monthly) unless cancelled.
• Payments must remain valid and up to date.
• If a payment fails, ArcLab may retry the charge automatically.

1.3 Quarterly (Upfront) Memberships

• Charged in full at the time of purchase.
• No automatic renewal unless selected.
• Non-refundable except under the approved exceptions outlined in the Cancellation Policy.

1.4 Yearly (Upfront) Memberships

• Charged in full at purchase.
• Non-refundable except for limited medical/relocation exceptions.
• Eligible for medical pause only.

1.5 Pay-As-You-Go (PAYG)

• PAYG sessions must be paid in full at the time of booking.
• No refunds for missed or unused bookings.
• A $5 no-show fee applies if a PAYG booking is not attended or cancelled before the start time.

2. Accepted Payment Methods

ArcLab accepts:

• Debit cards
• Credit cards
• Apple Pay (if enabled through your system)
• Google Pay (if enabled)

Cash payments are not accepted. All payments are processed securely by approved third-party payment providers.

3. Billing Failures & Overdue Payments

3.1 Failed Direct Debit Payments

If a Weekly or Monthly membership payment fails:

1. ArcLab will automatically retry the payment.
2. You will be notified by email or SMS.
3. Your membership may be temporarily suspended until payment is successful.

3.2 Outstanding Balances

Members with overdue amounts may:

• Lose booking privileges
• Have their access temporarily restricted
• Have their membership cancelled if not resolved

Outstanding fees must be paid before cancelling a membership.

4. Upgrading or Downgrading Memberships

4.1 Upgrading

Upgrades (e.g., Standard to Premium) take effect immediately. A pro-rated amount may be charged depending on your provider's system.

4.2 Downgrading

Downgrades take effect at the start of the next billing cycle. Current billing cycle fees will not be refunded.

5. Cancellations

Cancellations must be submitted through: arclab.com.au/cancel

Rules differ depending on membership type:

• Weekly / Monthly: Cancel anytime. No notice required.
• Quarterly / Yearly: Non-refundable upfront memberships. Exceptions apply only for approved medical or relocation cases.
• PAYG: No cancellation policy (session-based only). The $5 no-show rule still applies.

6. Refund Policy

ArcLab does not offer refunds for:

• Change of mind
• Partial use of a billing period
• Missed bookings
• Forgetting to attend
• Not cancelling via the official form
• Failure to use the membership

Refunds may be approved only in exceptional cases, including:

• Medical incapacity with documentation
• Relocation more than 35km away
• Extreme personal hardship (case-by-case)

Refunds will not be processed without valid proof.

7. Price Changes

ArcLab reserves the right to adjust:

• Membership prices
• PAYG fees
• Other charges

Members will be notified at least 14 days prior to any price increase for Weekly or Monthly memberships. Price changes do not apply mid-term to Quarterly or Yearly upfront memberships.

8. Suspension (Pausing Membership)

• Only Yearly memberships may be paused.
• Pauses require medical documentation (e.g., doctor's certificate).
• Pause duration will be assessed case-by-case.

Weekly, Monthly, Quarterly, and PAYG cannot be paused.

9. No-Show & Late Attendance

PAYG

• A $5 no-show fee applies to missed bookings.
• No refunds for late arrival; session ends at the scheduled time.

Members

No fees apply, but repeated no-shows may lead to booking limits.

10. Promotions & Discounts

Promotional pricing, trial offers, and discounts:

• Must be used within the specified dates
• Cannot be transferred
• Cannot be converted into credit or refunds
• Are subject to change or withdrawal at any time

11. Chargebacks & Disputes

If a payment dispute or credit card chargeback is initiated:

• Facility access may be suspended
• ArcLab will contact you to resolve the issue
• You agree to provide relevant information to assist the investigation

Fraudulent chargebacks may result in membership cancellation.

12. Contact Us

For billing inquiries:

Email: [email protected]

Address: 8 Candlebark Court, Research VIC 3095

ArcLab is committed to providing quality services to you and protecting your privacy. This policy outlines our ongoing obligations to you under the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth). A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at https://www.oaic.gov.au/.

What is Personal Information and why do we collect it?

"Personal Information" is information that identifies an individual. The types of information we collect include:

• Name
• Address
• Email address
• Phone number
• Date of birth or age range
• Payment information (processed securely via third parties)
• Membership details
• Booking information
• Training data generated via our equipment
• CCTV footage for safety and security

We collect this information through:

• Membership sign-up forms
• Website or app submissions
• Email, SMS or phone contact
• Waivers and policies
• CCTV systems
• Third-party service providers (e.g., payment processors, booking systems)

We collect Personal Information primarily to:

• Provide our services
• Manage memberships and bookings
• Communicate important updates
• Improve safety and facility operations
• Deliver marketing or promotional material (you may unsubscribe at any time)

Where appropriate, we will explain why we are collecting the information and how it will be used.

Sensitive Information

Sensitive information includes racial or ethnic origin, political opinions, religious beliefs, union membership, criminal records, or health information.

ArcLab only collects or uses sensitive information:

• for the primary purpose for which it was provided
• with your consent
• where required or authorised by law (e.g., incident reporting)

Third Parties

Where reasonable, we collect Personal Information directly from you. However, we may receive information from third-party services such as payment processors, booking systems, or analytics tools. If this occurs, we will take reasonable steps to ensure you are aware of the information provided to us.

Disclosure of Personal Information

Your Personal Information may be disclosed:

• where required or authorised by law
• to trusted third-party providers necessary to deliver our services (e.g., booking software, payment processors)
• for safety and security purposes (e.g., CCTV footage shared with law enforcement when required)

ArcLab does not sell or trade your Personal Information.

Security of Personal Information

We store Personal Information securely and take reasonable steps to protect it from:

• misuse
• loss
• unauthorised access
• modification
• disclosure

When information is no longer required, we will destroy or de-identify it. Some records must be retained for a minimum of 7 years to comply with legal and operational requirements.

Access to your Personal Information

You may request access to, or correction of, your Personal Information at any time. Requests must be made in writing. ArcLab does not charge for access requests. We may require proof of identity before releasing information.

Maintaining the Quality of your Personal Information

We take reasonable steps to ensure your Personal Information is accurate and up to date. If any information we hold is incorrect, please notify us as soon as possible so we can update our records.

Policy Updates

This Privacy Policy may change from time to time. The latest version will always be available on our website.

Privacy Policy Complaints and Enquiries

If you have any queries, concerns or complaints regarding this Privacy Policy please contact us at:

Email: [email protected]

Address: 8 Candlebark Court, Research VIC 3095

At ArcLab, we are building a safe, respectful, and high-performance basketball environment for athletes of all ages. Every member plays a role in protecting this culture. By entering ArcLab, you agree to the following Code of Conduct:

1. Respect the Space

• Treat the facility like a high-performance environment.
• Keep spaces clean and return equipment after use.
• Respect the technology and training tools provided.

2. Respect Others

• Encourage a positive, supportive atmosphere.
• Be mindful of noise, language, and personal space.
• No mocking, belittling, or negative comments toward other players.
• Respect privacy — do not film others without consent.

3. Respect Yourself

• Train safely, responsibly, and within your limits.
• Warm up and cool down properly.
• Stay hydrated and take breaks when needed.
• Use equipment as intended to avoid injury.

4. Zero-Tolerance Behaviour

The following actions may result in immediate removal or membership cancellation:

• Bullying, harassment, or discrimination
• Physical or verbal aggression
• Theft or vandalism
• Drug or alcohol use on the premises
• Dangerous or reckless behaviour

5. Community Expectations

ArcLab is not just a facility — it is a community. We expect all athletes to:

• Support each other
• Represent ArcLab positively
• Help keep the space safe
• Report unsafe behaviour or damaged equipment

6. Youth & Family Standards

• Respect parents, guardians, and young athletes at all times.
• Under-16 athletes require supervision from a parent/guardian.
• Be a positive influence around younger members.

7. Commitment to Fair Use

Members must:

• Book only the times they intend to use
• Train in their assigned lane
• Avoid monopolising shared equipment

8. Consequences for Misconduct

Depending on severity, consequences may include:

• A verbal or written warning
• Temporary suspension
• Permanent membership cancellation
• Liability for damage or loss
• Police involvement in serious incidents