Basic Fit France - FAQ

General

Why have I received a message from la-on?

Our data shows that you have an outstanding balance. la-on is now responsible for handling this matter. Any payments, requests for a repayment plan or complaints must be directed to us from now on.

How is the outstanding balance calculated?

The amount you owe consists of the outstanding subscription fee and a penalty charge of 15%.

It may be the case that your contract has been stopped, but your subscription has not yet ended. If your subscription has not yet ended, any remaining months will also be added to the debt.

Once we have received a first payment, if your subscription has not yet ended you can start using the gym facilities again. Contact us to reactivate your membership card.

Membership

I am a member but have never used the gym.

If you have taken out a subscription, you must pay your subscription fee regardless of whether or not you have actually used the gym.

Contact us as soon as possible to arrange a repayment plan. Phone us on +33 (0)1 78 90 03 67 or send an email to collection@la-on.eu, quoting your file number.

I have cancelled my membership.

First check carefully what kind of subscription you have. A Smart subscription, for example, is an annual contract that you can only terminate early in exceptional cases.

You can send proof of cancellation to collection@la-on.eu, quoting your file number.

A copy of the email you sent, or proof of having sent a registered letter, counts as proof of cancellation.

Termination of the direct debit is not sufficient to terminate the contract.

Did you only cancel your subscription orally or by regular (non-registered) post?

Unfortunately, your proof of cancellation is insufficient.

Did you cancel your subscription with a balance still outstanding?

Often, the fee for the month of cancellation notice is still outstanding. You still need to pay this.

An annual subscription can only be cancelled early if you:

  • provide a medical certificate medical certificate stating your inability to exercise for an indefinite period.
  • move house and there is no club within a radius of 2 km of your new address.

I have a medical certificate showing that I am not allowed to take exercise.

Only a medical certificate stating your inability to exercise for an indefinite period is sufficient grounds for you to terminate your contract early.

Send us a copy of the certificate plus proof that you sent it to us (this can be a copy of your email or proof of having sent a registered letter) at collection@la-on.eu, quoting your file number.

Have you failed to send the medical certificate by email or as a registered letter?

Unfortunately, your proof of cancellation is insufficient. You can send us the medical certificate again, but it will only be valid from the moment we receive it plus a one month notice period.
For example: if you send us the medical certificate in January 2016, your subscription can only be suspended from 1 March 2016.

I have moved house and there is no club within a radius of 2 km of my new address.

Send us proof of your new address. You can request this from your municipality’s population service.

How long does membership of Basic-Fit last?

It depends on your subscription.

With the Easy and Smart packages, you are a member for 12 months, starting after the month in which you registered and after any free period has ended.

The Smart package is then renewed by default, but from then on you can cancel in any month (+ a one-month notice period) you wish.

The Easy package ends automatically after the 12 months you have paid for, in the same way as a cash subscription (payable by Bancontact only).

With the Flex formula you can cancel your membership whenever you like, also with a one-month notice period. For example, if you want to cancel your membership at the end of October, let us know by the end of September.

How can I cancel my membership?

You can cancel your membership by sending a registered letter or email to the head office. Emails should be sent to klantenservice@basic-fit.be. Letters should be sent to Basic-Fit, postbus 3124, 2130 KC Hoofddorp, The Netherlands.

Include the following information in your letter or email:

  • your card number
  • your full name
  • your date of birth
  • your email address
  • your signature (only if you send a letter)

If I cancel, when will my membership end?

Basic-Fit applies a notice period of one full calendar month

For example:
If you cancel your membership on 26 April, your membership will end on 31 May.
If you cancel your membership on 2 May, your membership will end on 30 June.

Do I need to cancel my subscription?

When a file is transferred to la-on, your subscription is terminated at the same time. You therefore need take no further action to cancel your subscription. Just make sure you contact us as soon as possible to arrange payment or a repayment plan.

Payments

I have paid my outstanding balance at the gym.

In exceptional cases, such as when there is a problem with using direct debit, you can pay your membership fee at the gym. You can do this by Bancontact only. The gyms will not accept cash payments.

Send us proof of payment, and we will look into the matter.

What is la-on’s account number?

You should make payments to the following account:

  • IBAN: BE28363194415120
  • BIC: BBRUBEBB

Always use your payment identification reference (of the type +++XXX/XXXX/XXXXX+++).

Payment plans

I wish to request a repayment plan.

Phone us on +33 (0)1 78 90 03 67 or send an email to collection@la-on.eu, quoting your file number.

I have requested a repayment plan but received a final notice anyway.

Confirmation of your repayment plan may have occurred after the final notice was sent out. If in doubt, you can contact us at collection@la-on.eu, quoting your file number, or phone us on +33 (0)1 78 90 03 67.

What happens if I pay late or don’t pay?

If you repeatedly pay late or fail to pay, we will have to hand over your file to the judicial officer.

If you don’t agree on a settlement with the judicial officer, you will be summoned to appear in court.

Do you have a problem paying on time this month? If so, phone us on +33 (0)1 78 90 03 67.

The outstanding balance is too high.

When Basic-Fit transfers a file to our office, the outstanding balance is calculated up to the time that your subscription expires. For example, if you chose the Smart formula for one year and your file is transferred to our office after six months, then not only will the balance from the previous months be payable, but you will also have to pay for the next six months.

Can I start using the gym again if I have a repayment plan?

Yes, once we have received the first payment and if your membership is still active, you can start using the gym again. However, you need to contact us and explicitly request that we reactivate your membership card. Call us on +33 (0)1 78 90 03 67 or send an email to collection@la-on.eu. Always quote your file number.

Judicial officer

I have received a notice from the judicial officer.

Contact the judicial officer to agree on a repayment plan.

I have received a notice from the judicial officer, but I already have a repayment plan with la-on.

Have you only just agreed on a repayment plan with us? The notice may have been sent out before the confirmation of your repayment plan. Send an email to collection@la-on.eu, quoting your file number, or phone us on +33 (0)1 78 90 03 67.
It is also possible that you haven’t been keeping up with your repayment plan. If we don’t receive your payments on time, we will hand over your file to the judicial officer. You will then have to contact the judicial officer to agree on a new repayment plan.

I have received a summons from the judicial officer.

If you want to pay the amount in one go: contact the judicial officer.
If you would like a repayment plan: contact la-on on +33 (0)1 78 90 03 67 so that the necessary steps can be taken regarding the court hearing.

My file has been wrongly transferred to the judicial officer.

Send us your proof of payment showing that you have followed the repayment plan correctly and punctually. Send this proof to collection@la-on.eu, quoting your file number.

My file is with the judicial officer but I still have a complaint.

Send an email to collection@la-on.eu, quoting your file number.

State your question or complaint clearly and include any supporting documents. We will get back to you with an answer as quickly as possible.

A judgment has already been pronounced by the court.

For questions or to settle your file, contact the judicial officer.

Any further questions or complaints?

Send an email to collection@la-on.eu, quoting your file number.

State your question or complaint clearly and include any supporting documents. We will get back to you with an answer as quickly as possible. Your file will be put on hold if we have to request information from our client. While your file is on hold, there will be no extra charges and your file will not be transferred to the judicial officer.

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