Jade,
the AI agent for gyms and studios.

Trial classes

Bookings

Inactive members

Renewals

Health studio

permit and written contract: A health studio is an establishment that helps a person improve their physical condition through a change in weight, weight control, a treatment, a diet or exercise (art. 198). It must hold a permit from Quebec's consumer protection office (Office de la protection du consommateur, OPC) (art. 321 c)) and provide a written contract that states, among other things, the permit number, the duration and the total to be paid (art. 199). The duration may not exceed one year (art. 200). According to the OPC, dance schools, martial arts centres and yoga studios are not health studios: their classes fall under articles 188 and following.

No automatic renewal

A health studio contract may not contain an automatic renewal clause (Regulation, art. 25.10). You may send a written renewal offer 30 to 60 days before the end of the contract, by email if the customer consents, stating the duration, the total cost and the payment terms; the contract is renewed only if the customer agrees in writing before it expires, and it may not cost more than the previous one (art. 15.2). Jade sends the offer you have approved, within that window, and passes the reply to your team.

Cancellation

never an obstacle: The member may terminate without charge before services begin (art. 202) and, within a period equal to one tenth of the term of the contract, by paying at most one tenth of the total price (art. 203). They terminate using the form attached to the contract or by another written notice, and the contract is terminated as soon as it is sent (art. 204); the merchant refunds within 10 days (art. 205). For classes (yoga, dance, martial arts), termination is possible at any time, with a penalty of at most $50 or 10% of the price of the services not provided, whichever is lower (art. 193 and 195).

Payments and remote registrations

No payment may be collected before services begin, and the price is paid in at least two substantially equal instalments (art. 192 and 201), unless the total obligation does not exceed $100 or the services are given over three consecutive days or fewer (Regulation, art. 15.1). For registration by telephone or online, the OPC reminds businesses that certain information must be given before payment, the offer must be able to be accepted, corrected or refused, and the contract must be sent within 15 days. Jade answers from your packages; the sale and the contract remain with your team.

Quebec's Law 25

inform, profiling and health information: The person must be informed, at the time of collection, of the purposes, the means and their rights (art. 8). Identifying members who come less often amounts to evaluating behaviour: the law defines profiling in this way and requires informing the person beforehand when a technology allowing profiling is used to collect their information (art. 8.1). An injury or a health problem is sensitive information: its use for another purpose requires express consent (art. 12). For a child under 14, consent comes from the parent or guardian (art. 4.1).

Text messages and emails

the anti-spam law: A commercial electronic message requires express or implied consent (art. 6(1)). The purchase of a membership, or a written contract in force or expired less than two years ago, creates implied consent (art. 10(10)a) and d)); a request for a trial creates a six-month one (art. 10(10)e)). Registration confirmations and facts about the current membership are exempt (art. 6(6)b) and d)). Each message identifies the studio and offers a way to unsubscribe (art. 6(2)).

French, at the counter and on the phone

Consumers have the right to be informed and served in French (art. 5), and an adhesion contract, such as a standard membership contract, is drafted in French, along with the documents related to it (art. 55) (Charter of the French Language, Charte de la langue française). Jade speaks French, English, Spanish and Arabic; your standard messages, renewal offers and policies are written first in French.