The process begins with a "Getting Started" session led by a sales consultant and attended by at least one member of your club’s staff. This session, which lasts up to 1.5 hours, introduces you to the platform and its main features. Early access to the system is often provided so you can start exploring before the session.
2. Onboarding and Review Session
After the initial session, the onboarding team schedules a "Review Session" with your club’s designated lead user (often called the "ClubRight Ninja"). This session, typically up to 1 hour, ensures everything is set up correctly and that your lead user is confident in using the system.
3. 10-Day Onboarding Process
A structured 10-day onboarding period follows. During this time, the Customer Success Team helps with:
Verifying your system setup
Setting up the Members App
Integrating with partners (such as payment providers and access control systems)
Importing customer data
Connecting ClubRight to your website
Setting up access control and payment systems
Listing your club on relevant directories, if requested
You’ll have regular contact with the onboarding team to ensure a smooth transition, especially if you’re migrating from another software platform.
4. Ongoing Support
After onboarding, the Help Desk and Onboarding Team are available for ongoing support via live chat and email. They typically respond within four hours during business days.
5. Training and Internal Rollout
One staff member (the "ClubRight Ninja") receives in-depth training and is responsible for training the rest of your team, ensuring everyone is comfortable using the system.
Customisation
Flexible Membership Types: You can set up different membership options such as day passes, recurring memberships, family/group memberships, and special promotions to match your business model.
Custom Fields: The system allows you to add custom fields to member profiles, so you can collect and track information unique to your club.
Custom Sales Funnels: Higher-tier plans let you design your own sales funnel, automating the process from prospect to member with steps and communications tailored to your workflow.
Automated Marketing: You can create and automate email, SMS, and push notification campaigns for promotions, reminders, and member engagement.
Customizable Dashboard: Advanced plans offer a business dashboard that you can tailor to display the metrics and reports most important to you.
Personalized Notifications: Booking notifications, reminders, and other communications can be customized to fit your club’s processes and branding.
Branded Member App: The top-tier plan includes a member app with your own branding, logo, and colors, making it look and feel like your own product.
Multi-Site Management: If you operate more than one location, ClubRight supports multi-site management, including shared member access and centralized administration.
Integration with Other Platforms: ClubRight can integrate with popular website builders and third-party tools, allowing you to embed booking widgets and links on your existing site.
Automated Workflows: The software supports automation for tasks like overdue payment reminders, member retention campaigns, and onboarding journeys.
These features make ClubRight suitable for independent gyms, studios, sports clubs, and multi-location businesses.
Additional Costs
Setup Fees
No setup fees for standard onboarding and implementation. Getting started and data migration are included at no extra cost.
Monthly Subscription
ClubRight charges a monthly subscription fee. Pricing depends on the plan and the size of your business, starting from about £79 per month for the basic plan and around £129 per month for the advanced plan.
Transaction Fees
If you use ClubRight’s integrated payment system, there is a transaction fee (typically 45p per successful payment on the entry-level plan; lower rates apply on higher tiers).
Support Charges
Standard support (live chat, email, phone) is included in all plans at no extra charge.
Data Migration
Data migration and upload services are provided free of charge as part of onboarding.
On-Site Training
On-site training is available only with the highest-tier plan and may incur an additional fee. Most training and onboarding are handled online at no extra cost.
Branded App
A branded member app is available only with the top-tier plan, which comes at a higher monthly fee.
Training
Onboarding and Training:
New users receive early access to their ClubRight account, allowing them to explore the system before formal training.
A one-on-one virtual "Getting Started" session is provided to guide users through initial setup and key features.
A follow-up review session with onboarding experts ensures correct configuration and addresses any questions.
Comprehensive on-demand training resources are available at all times, including training videos, step-by-step guides, and feature walkthroughs.
Ongoing Support:
Users have access to a detailed knowledge base and support videos whenever needed.
The built-in "Orange Button" within the software allows direct contact with the Customer Success Team for assistance, ensuring quick and trackable responses.
Support is available via chat, email, and phone, typically from 9:00 am to 5:00 pm on weekdays. Requests made after 4:30 pm are handled the next business day.
Urgent issues can be addressed by phone during business hours.
The support team is known for being responsive and helpful, with many users noting their willingness to assist with any questions or issues.
Concierge Migration Service:
For clubs switching from another provider, ClubRight offers a concierge migration service, handling the transfer of data and setup to ensure a smooth transition.
Security Measures
Technical and Organizational Safeguards:
ClubRight employs strong security measures to protect against unauthorized access, loss, or misuse of personal data.
Only employees and partners who need access for business purposes are granted it, and they are bound by confidentiality agreements.
Procedures are in place to handle suspected data breaches, with notifications to affected parties and regulators as required by law.
ClubRight is accredited with Cyber Essentials, which demonstrates compliance with recognized standards for protection against common cyber threats.
Data processing is fully compliant with UK GDPR, the Data Protection Act 2018, and other relevant privacy regulations.
Clubs retain ownership of their data and are responsible for its security and compliance within the platform.
Access control features, such as dynamic QR codes and integration with access hardware, help secure physical entry to club facilities.
Updates
ClubRight regularly releases updates and new features to enhance the system and address user needs.
Users are informed about new features and changes through release notes and summaries, ensuring transparency.
Updates are managed centrally and delivered automatically to all users, so no manual action is needed.
The company actively monitors system performance and user feedback to guide future updates and maintain high service reliability.
Data Ownership and Portability
Data Ownership: Clubs that use ClubRight maintain full ownership of all personal and membership data stored within the platform. ClubRight does not claim any rights to your data. The club is responsible for ensuring the security and legal compliance of its own data at all times.
Data Portability: ClubRight provides built-in tools that allow clubs to export member data easily and securely. If a member requests their information, clubs can quickly generate and provide digital copies of all relevant personal and membership details. This supports compliance with data protection laws, such as GDPR, which require that individuals can access and receive their data in a portable format. Clubs are encouraged to fulfill these requests promptly, ideally within 30 days.
Scaling Up / Down
Scaling Up:
Clubs can expand their use of ClubRight by adding more members, introducing new membership plans, or managing multiple locations.
The platform is designed to handle increased volume without the need for a new contract or additional setup fees.
Features such as bulk membership price changes and multi-site management make it easy to accommodate growth.
Upgrading a member’s plan is straightforward: simply cancel the current plan and add a new one, with payment adjustments handled automatically.
Scaling Down:
There are no long-term contracts or penalties for reducing usage, downgrading plans, or decreasing the number of active members.
Clubs can easily downgrade or cancel memberships within the platform by editing or removing membership plans for individuals.
If you need to make changes to multiple memberships at once, bulk tools are available to adjust plan prices or membership status efficiently, with built-in communication features to notify members of any changes.
The terms & conditions for contract renewal and cancellation
Contract Renewal:
ClubRight operates on a flexible, subscription-based model with no long-term contracts. This means clubs are not locked into annual or multi-year agreements.
Subscriptions are typically renewed on a monthly basis, allowing clubs to continue using the service as long as their subscription is active.
There are no automatic long-term renewals or binding commitments beyond the current subscription period, making it easy for clubs to reassess their needs regularly.
Contract Cancellation:
Clubs can cancel their ClubRight subscription at any time without penalty.
There are no cancellation fees or restrictive notice periods; cancellation can be processed directly by the club through the platform or by contacting ClubRight support.
Upon cancellation, clubs retain ownership of their data and can export member information before the account is closed.
If a club decides to end its service, it is responsible for ensuring any necessary data exports or backups are completed prior to account deactivation.
Additional Data Points:
There are no setup fees or minimum term requirements.
Clubs can scale their subscription up or down as organizational needs change, with adjustments reflected in the next billing cycle.
The platform is designed to be as flexible as possible, supporting clubs through periods of growth or reduction without contractual barriers.
Compliance
GDPR (General Data Protection Regulation):
ClubRight is designed to help clubs comply with GDPR requirements for data privacy and protection.
The platform provides tools for managing member consent, data access, correction, deletion, and secure storage.
Clubs are responsible for their own compliance, but ClubRight’s features make meeting legal obligations much simpler.
UK Data Protection Act 2018:
ClubRight processes data in accordance with the UK Data Protection Act, ensuring lawful, fair, and transparent handling of personal information.
Cyber Essentials Certification:
ClubRight holds Cyber Essentials certification, a UK government-backed standard that verifies basic cybersecurity controls are in place. This includes firewalls, secure configuration, user access control, malware protection, and regular security updates.
PCI DSS Level 1 (Payment Card Industry Data Security Standard):
ClubRight Pay Card is PCI DSS Level 1 certified, the highest level of payment industry certification. This ensures that all card payment data is processed and stored securely.
The payment system also includes anti-money laundering (AML), know your customer (KYC), and fraud prevention monitoring, and is managed by a provider regulated by the Financial Conduct Authority (FCA).
Other Privacy and Security Measures:
ClubRight provides secure audit trails, robust access controls, and options for anonymizing or deleting data as required.
The platform supports secure, centralized data management, reducing the risk of data breaches or loss.
