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# FLEXa Member Terms and Payment Liability
**Document ID:** FLX-ZA-MBR-TERMS-001
**Version:** 1.0
**Audience:** Member
**Market:** South Africa (ZA)
**Status:** Final, adopted 28 August 2026
**Effective from:** The effective date recorded at approval in the Operational Portal evidence record
**Supersedes:** None
---
## 1. Who you are contracting with
These terms are an agreement between you and **The Sovereign Series (Pty) Ltd**, registration number 2026/072645/07, a private company incorporated in the Republic of South Africa with its registered office at 1st Floor, Masingita House, 41 West Street, Houghton Estate, Johannesburg, 2198 ("**FLEXa**", "**we**", "**us**").
FLEXa is the operator of the FLEXa platform. **FLEXa is not the operator of any gym or venue.** Each venue is operated by an independent business, referred to in these terms as a **venue operator**. Your relationship with a venue operator is governed by that operator's own rules, which apply to you while you are on its premises.
Our contact details, our Information Officer's details, and the details of the market parameters that apply to you are in the **Member ZA Market Annex** (FLX-ZA-MBR-ANNX-001), which forms part of this agreement. Our treatment of your personal information is set out in the **Member Privacy Notice** (FLX-ZA-MBR-PRIV-001).
**These terms are written to be read.** Clauses that limit our liability, that permit us to suspend your access, or that create a risk or obligation for you are printed in bold and are drawn to your attention specifically.
## 2. What FLEXa is
FLEXa lets you enter participating gyms and pay for each visit individually, from a prepaid balance you hold in the FLEXa app.
There is **no membership contract, no minimum term, no monthly subscription and no cancellation fee**. You pay for a visit when you take it. You may stop using FLEXa at any time without notice and without penalty.
When you arrive at a participating venue, the app produces a short-lived entry credential. That credential is created only when you are physically at the venue, it is valid for a matter of seconds, it can be used once, and it is tied to the device you enrolled. It is not a card, a key or a membership number, and it cannot be saved, screenshotted or sent to anyone in a form that will work.
## 3. Eligibility and your account
3.1 You must be **18 years or older** to hold a FLEXa account.
3.2 You must give us accurate information when you register, and keep it up to date. We may verify your identity, and we are required by law to do so before certain transaction values. Where we cannot verify you, we may limit or decline to open your account.
3.3 Your account is **personal to you**. You may not let another person use it, and you may not hold more than one account.
3.4 You are responsible for keeping your device, your device passcode and your biometric unlock secure. **If you allow another person to use your enrolled device to enter a venue, that entry is treated as yours and is charged to you.**
## 4. Your device
4.1 FLEXa binds your account to the specific device you enrol. Entry credentials are created using a key stored in your device's secure hardware, which cannot be copied off the device.
4.2 You may enrol a replacement device. Enrolling a new device may deactivate the previous one.
4.3 **Tell us immediately if your device is lost or stolen.** We will revoke it. Until you tell us, entries made with that device may be charged to you. Once you have told us, they will not be, except where you acted fraudulently.
4.4 We may refuse to enrol, or may revoke, a device that fails our security checks, including a device that has been modified in a way that undermines the protections FLEXa relies on. Where we do so we will tell you why.
## 5. Your FLEXa balance
5.1 Your FLEXa balance is a **prepaid amount held for you to spend on visits within the FLEXa network**. It is not a bank account, it does not earn interest, and it is not a deposit.
5.2 You may only spend your balance on FLEXa visits and related charges. It is **not transferable to another person** and cannot be sent to another FLEXa account.
5.3 **Your balance remains available to you for three years from the date each amount is loaded**, as section 63 of the Consumer Protection Act 68 of 2008 provides, and the unredeemed value remains your property. **We charge no fee for redeeming or refunding it.**
5.4 We will tell you before any part of your balance is due to expire, at the contact details on your account, and we will give you a reasonable opportunity to use or reclaim it.
5.5 You may ask us to refund an unspent balance to the source you paid from. We will process a refund within the period stated in the Market Annex. We may decline a refund only where we reasonably suspect fraud, where we are required by law to withhold it, or where the funds are subject to an unresolved dispute, and we will tell you which applies.
## 6. How a visit is paid for
6.1 **Before you enter**, FLEXa reserves the price of the visit against your balance. That reservation is called a hold.
6.2 **When you enter**, the hold is consumed and the visit is charged. You will see the charge in the app.
6.3 If you do not enter, the hold is released automatically and the amount returns to your balance.
6.4 **Offline entries.** Venues sometimes lose connectivity, and so do phones. So that you are not turned away, FLEXa may issue you a pre-funded entry authority in advance. It is single use, it is capped at the visit price, and it expires if unused. **This means the money for an offline visit is reserved before the visit, not after it.** You are never admitted on credit, and you cannot be charged twice for one entry.
6.5 Each authority can be used once, at one venue. If it is not used, the reservation is released.
## 7. Prices
7.1 The price of a visit is shown to you **before you confirm it**. That is the price you pay.
7.2 Prices are set per venue and may differ between venues, between branches and by time of day. Current prices are visible in the app.
7.3 **We may change prices.** We will not change the price of a visit after you have confirmed it. Where a price change affects visits you have not yet taken, the new price simply appears in the app the next time you look, and you are free not to take the visit.
7.4 All prices include value-added tax at the rate stated in the Market Annex.
## 8. What you may not do
You may not:
- let another person enter a venue using your account, your device or a credential produced by your app;
- attempt to produce, copy, alter, capture, relay or reuse an entry credential other than by using the app as intended;
- enter a venue without a valid, charged entry, including by following another person through a turnstile;
- use FLEXa to gain access on behalf of anyone else;
- interfere with, probe or attempt to bypass any FLEXa equipment at a venue;
- use FLEXa for any unlawful purpose.
**These are the terms whose breach will cost you your account.** We monitor for entry patterns consistent with credential sharing, and we tell you plainly in the Privacy Notice that we do so.
## 9. Suspension and closure
9.1 **We may suspend or close your account** where we reasonably believe you have breached clause 8, where we are required to by law, where your account shows signs of fraud or compromise, or where a venue operator has excluded you from its premises.
9.2 Where we suspend or close your account we will tell you, and we will tell you why, unless the law prevents us.
9.3 **Suspension does not forfeit your balance.** Any unspent balance remains yours and is refundable under clause 5, subject to any amount you owe us and to any lawful hold.
9.4 You may close your account at any time in the app.
## 10. Venues, and what FLEXa is and is not responsible for
10.1 A venue's facilities, equipment, staff, cleanliness, safety and rules are the responsibility of **the venue operator**, not FLEXa. Injury or loss occurring at a venue is a matter between you and the venue operator.
10.2 A venue may refuse you entry, or require you to leave, in accordance with its own rules. Where you are refused entry for a reason not attributable to you, **the visit is not charged**, and any hold is released.
10.3 A venue may close, change its hours, or leave the FLEXa network. We will show current availability in the app but we do not guarantee that any particular venue will be available.
10.4 **We are responsible for the FLEXa platform** — the app, the account, the balance, the charging of visits, and the equipment we supply at a venue's entrance.
## 11. If something goes wrong at the door
11.1 If you cannot enter and you believe you should have been able to, contact us through the app. If a hold was placed and you did not enter, it is released automatically.
11.2 If you are charged for a visit you did not take, tell us. Where our records confirm it, **we will refund it**. Our entry records are kept in a form that allows us to check this properly, and where our record and your account of events disagree, we will tell you what our record shows.
11.3 **We do not control the doors you leave by.** Exit from a venue never depends on FLEXa, on your phone, on your balance or on our systems being available. This is deliberate.
## 12. Availability
12.1 We aim to keep FLEXa available at all times but we do not promise uninterrupted service. Networks fail, power fails, and venues lose connectivity.
12.2 FLEXa is designed to keep working at the door during those failures, within limits we publish in the Market Annex. Beyond those limits, entry may not be possible until service is restored.
12.3 We will not charge you for a visit you could not take.
## 13. Our liability
13.1 **Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot lawfully be excluded or limited.** In particular, nothing in these terms limits your rights under the Consumer Protection Act 68 of 2008, including your rights in respect of unsafe goods.
13.2 Subject to 13.1, **our total liability to you in respect of any claim or series of connected claims is limited to the greater of the total amount you have spent through FLEXa in the twelve months before the claim arose, or R2,000.**
13.3 Subject to 13.1, **we are not liable for indirect or consequential loss, loss of profit, or loss of opportunity.**
13.4 We are not liable for the acts or omissions of a venue operator.
## 14. Changes to these terms
14.1 We may change these terms. **We will give you at least 20 business days' notice** of any change that materially affects your rights or obligations, at the contact details on your account and in the app.
14.2 If you do not accept a change, you may close your account and reclaim your unspent balance before the change takes effect. Continuing to use FLEXa after the change takes effect means you accept it.
14.3 We will not apply a changed term retrospectively to a visit already taken or a price already confirmed.
## 15. Complaints and disputes
15.1 **Talk to us first.** Contact details and our response times are in the Market Annex. We will acknowledge a complaint promptly and give you a substantive answer within the period stated there.
15.2 If we cannot resolve it, you may refer the matter to the **Consumer Goods and Services Ombud**, whose details are in the Market Annex. This does not cost you anything and does not affect your other rights.
15.3 Complaints about how we handle your personal information may be made to the **Information Regulator (South Africa)**, whose details are in the Privacy Notice.
15.4 Nothing in this clause prevents either of us from approaching a court of competent jurisdiction.
## 16. General
16.1 **Governing law.** These terms are governed by the law of the Republic of South Africa, and the courts of South Africa have jurisdiction.
16.2 **Severability.** If any provision is found to be unenforceable, the rest continues to apply.
16.3 **Cession.** You may not cede or assign your rights under these terms. We may cede our rights to a successor in title, provided your rights are not diminished.
16.4 **Entire agreement.** These terms, the Member ZA Market Annex and the Member Privacy Notice together form the whole agreement between us about FLEXa.
16.5 **Electronic communications.** You agree that we may communicate with you electronically, and that electronic records of your transactions are admissible evidence of them.
16.6 **Language.** These terms are published in English. Where we publish a translation and there is a conflict, the English version governs.
## 17. How you accept these terms
17.1 You accept these terms electronically, in the app, by either your **verified-profile electronic signature** or by **typing your full name**. A typed name is accepted only where it matches the full name on your verified account identity, ignoring differences in spacing. Under sections 11, 13(2), 22 and 24 of the Electronic Communications and Transactions Act 25 of 2002, acceptance given this way is valid and binding, and South African courts have held that a typed name can constitute an electronic signature.
17.2 Your acceptance is bound to the **exact documents you accepted**: their document identifiers, version numbers and content hashes. It is recorded in an append-only acceptance register together with the date and time in UTC and the technical evidence of the request. If we change a document, the new version requires its own acceptance under clause 14, and your acceptance of an earlier version remains on record as what you agreed to at the time.
17.3 You may ask us at any time to show you which versions you accepted and when.
---
## Document control
| Field | Value |
|---|---|
| Document ID | FLX-ZA-MBR-TERMS-001 |
| Version | 1.0, Final |
| Audience / market | Member / ZA |
| Prepared by | Kgotlaetsogile Tiro, Chief Executive Officer and Director |
| Legal review reference | [EXECUTION: recorded in the evidence record at registration] |
| Approved by | [EXECUTION: approver identity, recorded at approval] |
| Approved at (UTC) | [EXECUTION] |
| Effective from | [EXECUTION: stamped at approval] |
| Content SHA-256 | Computed by the Operational Portal on upload |
---
**The Sovereign Series (Pty) Ltd** · Registration number 2026/072645/07 · Income tax reference 9087766292
1st Floor, Masingita House, 41 West Street, Houghton Estate, Johannesburg, 2198# FLEXa Member Privacy Notice
**Document ID:** FLX-ZA-MBR-PRIV-001
**Version:** 1.0
**Audience:** Member
**Market:** South Africa (ZA)
**Status:** Final, adopted 28 August 2026
**Effective from:** The effective date recorded at approval in the Operational Portal evidence record
**Statutory basis:** Protection of Personal Information Act 4 of 2013 ("POPIA")
---
## 1. Who is responsible for your information
**The Sovereign Series (Pty) Ltd**, registration number 2026/072645/07, 1st Floor, Masingita House, 41 West Street, Houghton Estate, Johannesburg, 2198, is the **responsible party** for the personal information described in this notice.
We are the responsible party, and not merely a service provider to your gym, because **we decide why and how your information is processed** when you use FLEXa: we hold your account, your balance, your entitlements and your entry record, and we set the retention periods.
| | |
|---|---|
| Information Officer | Kgotlaetsogile Tiro, Chief Executive Officer and Director, being the head of the private body under POPIA read with PAIA |
| Information Officer contact | info@sovereignseries.africa · +27 87 551 3000 |
| Registration with the Information Regulator | Via the Regulator's eServices portal; the registration reference is recorded in the evidence record, [EXECUTION] |
| PAIA manual | Published at sovereignseries.africa/paia |
## 2. The short version
- We do **not** use your fingerprint, your face or any other biometric to let you into a gym. We have designed FLEXa so that this is not necessary.
- We do **not** track your location between visits, and we do not ask for background location.
- We do **not** hold your card number.
- We keep the **decision** about whether you were at a venue, not a trail of where you have been.
- Each gym sees a **different, meaningless identifier** for you, so gyms cannot combine their records to build a picture of you.
- Your entry record and your money record are kept **separately**, and are deleted on different schedules, because the law requires us to keep the money record for longer.
The rest of this notice sets out the detail POPIA requires.
## 3. What we collect, why, and on what basis
POPIA requires us to tell you the lawful basis for each processing purpose. We rely on the grounds in section 11 of POPIA, identified below.
| What we process | Why | Lawful basis |
|---|---|---|
| Name, date of birth, mobile number, email address | To create and operate your account, and to contact you about it | Necessary to perform our contract with you, s11(1)(b) |
| Identity verification information, where required under the Financial Intelligence Centre Act 38 of 2001 and our risk management and compliance programme | To meet our customer identification obligations. No anonymous account is permitted at any value | Compliance with a legal obligation, s11(1)(c) |
| Device identifier, platform, operating system version, application version, and the public part of the keys created on your device | To bind your account to your device, so that a credential cannot be produced on another device | Necessary to perform our contract, s11(1)(b), and our legitimate interest in preventing fraud, s11(1)(f) |
| Device integrity signals from Apple App Attest and Google Play Integrity | To detect a modified or emulated device | Legitimate interest in security and fraud prevention, s11(1)(f) |
| **The outcome of a venue-presence check**: the assurance level reached, the method used, whether it passed, and the accuracy figure of any position fix | To ensure a credential is only created when you are at the venue | Necessary to perform our contract, s11(1)(b), and legitimate interest in preventing credential sharing, s11(1)(f) |
| Entitlements, entry authorities, entry and exit events, venue, door and time | To let you in, to charge the correct amount, and to keep an auditable record | Necessary to perform our contract, s11(1)(b) |
| Balance, top-ups, holds, charges, refunds, and a payment-provider token representing your payment method | To take payment and keep your ledger | Necessary to perform our contract, s11(1)(b), and legal obligation for record-keeping, s11(1)(c) |
| Support correspondence and dispute records | To answer you and to resolve disputes | Necessary to perform our contract, s11(1)(b), and to establish or defend a right in law, s11(1)(d) |
| Application diagnostics and crash reports | To keep the product working | Legitimate interest, s11(1)(f) |
| Marketing preferences | To send you what you have asked for, and nothing else | Consent, s11(1)(a), and section 69 |
### 3.1 What we deliberately do not process
**We do not process biometric information.** Fingerprint and face data used to unlock your phone stays on your phone and is never transmitted to us or seen by us. Biometric information is special personal information under section 26 of POPIA, and we have designed FLEXa so that we never need it.
**We do not store your raw location.** The venue-presence check runs on your device and at our servers, and what we keep is the result of it, not your coordinates. We do not request background location permission, and we cannot see where you are when you are not opening a door.
**We do not store your card number.** Card details are captured and held by our payment provider. We hold only a token that lets us charge the same method again, and the last four digits so that you can recognise it.
**We do not sell your personal information**, and we do not share it for anyone else's marketing.
## 4. Special personal information and children
We do not knowingly process special personal information as defined in section 26 of POPIA. Attendance at a general fitness venue is not, in our assessment, health information, but we recognise that attendance at a clinical or rehabilitation venue could be. **Where a venue is of that character, we will treat the entry record as health information and process it only on a basis permitted by section 27**, and we will say so at the point you choose that venue.
FLEXa is not offered to children. We do not knowingly process the personal information of a person under 18. If we learn that we have, we will delete it.
## 5. Venue-scoped identifiers
Each venue operator receives a **different identifier for you at each venue**, derived cryptographically so that the identifiers cannot be linked to one another by the venues that hold them.
**We are telling you what this does and does not achieve.** It prevents two independent gym operators from combining their entry records to work out that the same person attended both. It does not hide you from us, because we hold the key that produces those identifiers and we hold the records from every venue. Where cross-venue analysis is necessary for our own purposes, such as detecting an entry pattern that indicates credential sharing, we perform it ourselves, under the legitimate-interest basis identified in the table above.
Where the law requires us to obtain the Information Regulator's prior authorisation before linking identifiers across independent responsible parties, we will obtain it before doing so.
## 6. Who receives your information
| Recipient | What they receive | Why |
|---|---|---|
| **The venue operator you visit** | Your venue-scoped identifier, the fact and time of your entry, and the entitlement class. Your name is provided only where the venue requires it for its own access or safety obligations and you have been told | So the venue can admit you and reconcile its revenue |
| **Our payment provider** | Payment instruction data necessary to take and settle payment | To process payments. The provider is a separate responsible party for its own regulated purposes |
| **Our cloud and infrastructure providers** | Hosted data, under contract, on our instruction only | To run the platform. These are operators under POPIA |
| **Our support and communications providers** | Contact details and the content of your enquiries | To answer you |
| **Professional advisers, auditors, insurers** | Only what is necessary, and under confidentiality | To run the business lawfully |
| **Law enforcement, regulators, courts** | Only what is lawfully required | Where we are compelled, or to establish or defend a right in law |
Every operator processes only on our documented instruction, under a written contract that requires the security measures in section 19 of POPIA and immediate notification of any compromise, as section 21 requires.
## 7. Where your information is kept
**Our primary databases are located in South Africa.**
Where we use a processor outside South Africa, section 72 of POPIA applies, and we rely on a binding written agreement with that recipient providing a level of protection substantially similar to POPIA, including a restriction on onward transfer. **We maintain a register of every such recipient, its country, and the section 72 ground relied on**, and you may ask us for it.
| Recipient | Country | Purpose | Section 72 ground |
|---|---|---|---|
| Microsoft, Azure cloud services | Primary processing in the South Africa region; limited support and telemetry may involve Microsoft affiliates outside South Africa | Hosting and platform operation | s72(1)(a), binding agreement with substantially similar protection and onward-transfer restriction |
| Further recipients, if any | Recorded in the transfer register in the Operational Portal before any transfer occurs | — | As recorded per recipient |
## 8. How long we keep it
Different records have different clocks, and we keep them separately for that reason.
| Record | Retained for | Why |
|---|---|---|
| Account and identity information | While your account is open, then five years after closure | Statutory record-keeping and post-closure queries and refunds |
| Entry and exit records | 24 months | Operational and dispute resolution. There is no statutory retention obligation for door records, so we set a short, defensible period |
| Wallet ledger, payment and settlement records | **Five years** from the transaction | Payments record-keeping obligation |
| Identity verification records | Five years from the end of the relationship | Financial intelligence legislation |
| Support correspondence | 3 years | Dispute resolution |
| Security and fraud investigation records | 5 years from closure of the investigation | To establish or defend a right in law |
| Venue-presence decisions | 90 days | Fraud detection only. These are not needed long term |
When a period ends we delete the information or de-identify it irreversibly.
## 9. How we protect it
We apply the security safeguards required by section 19 of POPIA, and specifically:
- credentials are created using keys held in your device's secure hardware, which cannot be extracted;
- entry credentials are single-use, valid for seconds, and tied to the specific door;
- data in transit is encrypted, and data at rest is encrypted;
- access to production systems is restricted, authenticated and logged;
- our door equipment holds no member profile, only what it needs to make one decision;
- our records are held in a tamper-evident form, so that alteration is detectable;
- we test our security independently before deployment and periodically thereafter.
**If your personal information is accessed or acquired by an unauthorised person, we will notify you and the Information Regulator as soon as reasonably possible after establishing it**, as section 22 of POPIA requires, and we will tell you what happened, what it means for you, and what to do.
## 10. Your rights
Under POPIA you have the right to:
- **be told** what personal information we hold about you, free of charge, and to receive a copy of it against a prescribed fee (sections 23 and 24);
- **correct or delete** information that is inaccurate, irrelevant, excessive, out of date, incomplete, misleading or obtained unlawfully (section 24);
- **object** to processing we carry out on the basis of legitimate interest, on reasonable grounds (section 11(3));
- **withdraw consent** where we rely on it, at any time, without affecting processing already carried out;
- **object to direct marketing** at any time, and not to receive unsolicited electronic marketing at all unless you have opted in (section 69);
- **not be subject to a decision based solely on automated processing** that has legal consequences for you, without your having the opportunity to make representations (section 71);
- **complain** to the Information Regulator.
**How to exercise them.** Ask us in the app, or write to the Information Officer at the address above. An objection to processing uses prescribed Form 1, and a request for correction or deletion uses prescribed Form 2, under the POPIA Regulations as amended with effect from 17 April 2025; we will supply the forms, and a substantially similar request is accepted. We will respond within the period the law allows and will tell you if we need longer.
**Automated decisions.** FLEXa makes automated decisions about whether to admit you at a door, and about whether an entry pattern warrants review. **You may ask a person to review any such decision**, and we will tell you the main reason for it.
## 11. Complaints to the Regulator
| | |
|---|---|
| Information Regulator (South Africa) | JD House, 27 Stiemens Street, Braamfontein, Johannesburg, 2001 |
| Post | P.O. Box 31533, Braamfontein, Johannesburg, 2017 |
| POPIA complaints | POPIAComplaints@inforegulator.org.za, or via the Regulator's eServices portal |
| General enquiries | enquiries@inforegulator.org.za · 010 023 5200 |
| Website | inforegulator.org.za |
You may complain to the Regulator whether or not you have complained to us first, although we would rather have the chance to fix it.
## 12. Changes to this notice
We will publish any change here and, where the change is material, we will tell you directly at least 20 business days before it takes effect. Every version of this notice is retained, so it is always possible to establish what applied on a given date.
---
## Document control
| Field | Value |
|---|---|
| Document ID | FLX-ZA-MBR-PRIV-001 |
| Version | 1.0, Final |
| Audience / market | Member / ZA |
| Prepared by | Kgotlaetsogile Tiro, Chief Executive Officer and Director |
| Legal review reference | [EXECUTION: recorded in the evidence record at registration] |
| Information Officer sign-off | [EXECUTION: recorded at registration] |
| Approved by | [EXECUTION: approver identity, recorded at approval] |
| Approved at (UTC) | [EXECUTION] |
| Effective from | [EXECUTION: stamped at approval] |
| Content SHA-256 | Computed by the Operational Portal on upload |
---
**The Sovereign Series (Pty) Ltd** · Registration number 2026/072645/07 · Income tax reference 9087766292
1st Floor, Masingita House, 41 West Street, Houghton Estate, Johannesburg, 2198# FLEXa Member ZA Market Annex
**Document ID:** FLX-ZA-MBR-ANNX-001
**Version:** 1.0
**Audience:** Member
**Market:** South Africa (ZA)
**Status:** Final, adopted 28 August 2026
**Effective from:** The effective date recorded at approval in the Operational Portal evidence record
**Forms part of:** FLX-ZA-MBR-TERMS-001 and FLX-ZA-MBR-PRIV-001
**Parameter basis:** Every value in this annex is adopted in the Parameters Decision Register, FLX-ZA-PRM-001
---
## 1. What this annex is
The Member Terms and the Member Privacy Notice state the rules. **This annex states the numbers**, for South Africa specifically.
It exists so that a change to a price, a limit, a service level or a supported venue does not require the main terms to be reopened. It is a published document in its own right and is subject to the same approval and effective-date discipline. Where this annex conflicts with the Member Terms on a market parameter, this annex governs.
## 2. Market parameters
| Parameter | Value |
|---|---|
| Market | South Africa |
| Currency | South African Rand (ZAR) |
| Value-added tax | 15 per cent, included in all displayed prices |
| Language | English |
| Governing law | Republic of South Africa |
| Market policy version | `access-policy-2.2-za` |
## 3. Your FLEXa balance
| Parameter | Value |
|---|---|
| Minimum top-up | R50 |
| Maximum top-up per transaction | R3,000 |
| Maximum balance held | R5,000 |
| Redemption period for loaded value | **Three years from the date each amount is loaded**, per section 63 of the Consumer Protection Act 68 of 2008 |
| Fee to redeem or refund a balance | **None. We charge nothing to give you your own money back** |
| Balance transferable to another member | No |
| Balance withdrawable as cash | No. Refunds are returned to the original payment method |
| Refund processing time | Within 10 business days of a valid request |
| Expiry notice | At least 60 days before any amount is due to expire |
**Identity verification.** The Financial Intelligence Centre Act 38 of 2001 requires customer due diligence for single transactions of R5,000 or more, and our own risk management and compliance programme may require verification earlier. The app will prompt you well before verification is needed, and no anonymous account is permitted at any value.
## 4. Payment methods
| Method | Status |
|---|---|
| Card, via our payment provider | Enabled |
| Instant electronic funds transfer, via our payment provider | Enabled |
| Electronic funds transfer, manual | Not enabled at activation |
| Payment provider of record | Payfast (Pty) Ltd, trading as Payfast by Network. The merchant reference is recorded in the evidence record, FLX-ZA-EVD-PAYFAST-001 |
Card details are captured by the payment provider and are never held by FLEXa. See the Member Privacy Notice, clause 3.1.
## 5. Visit pricing
Prices are set per venue and per branch. **The price is always shown before you confirm.**
| Parameter | Value |
|---|---|
| Price range across the network | R80 to R350 per visit |
| Peak or off-peak differential | Does not apply at activation. If a venue introduces one, both prices are shown in the app |
| Price change notice to members | The price shown at the moment of confirmation is the price charged. Changes affect future visits only |
| Currency of settlement | ZAR |
## 6. Entry credential parameters
These values are published because you are entitled to know how the product behaves.
| Parameter | Value |
|---|---|
| Credential validity | 30 seconds |
| Single use | Yes. A credential is consumed the moment it is accepted |
| Created only at the venue | Yes. A credential cannot be created away from a participating venue |
| Bound to your enrolled device | Yes |
| Bound to the specific entrance | Yes |
| Bluetooth required | Preferred, not required. A fallback works without it |
| Mobile data required at the moment of entry | No. See clause 7 |
| Screenshot or forwarded image usable | No |
## 7. What happens when connectivity fails
FLEXa is designed to keep working at the door when networks fail. These are the limits.
| Situation | What happens |
|---|---|
| Your phone has no signal or data | You can still enter, using an entry authority issued to your phone in advance, valid for up to **72 hours** from its last successful connection |
| The venue has no connectivity | You can still enter. The entrance equipment verifies your credential locally |
| Both are offline | You can still enter, within the limits above |
| Your phone has been offline for more than 72 hours | You will need to connect once. The app will tell you before this happens |
| The venue has been offline for more than 72 hours | Entry may be suspended until connectivity is restored. **Exit is never affected** |
**Progressive limits during a venue outage.** As a venue's disconnection lengthens, entry is progressively restricted, and the app and the entrance display show the current state.
| Time since the venue last connected | Effect on you |
|---|---|
| Under 4 hours | No effect |
| 4 to 24 hours | No effect on paid visits |
| 24 to 72 hours | Entry permitted where you hold a pre-funded entry authority |
| Over 72 hours | Entry suspended until connectivity is restored |
## 8. Participating venues
The current list of participating venues and branches is shown in the app and is the authoritative list. Venues may join or leave the network.
| Parameter | Value |
|---|---|
| Venues at activation | As recorded in the activation register, FLX-ZA-EVD-GYM-001, current version, and shown in the app |
| Notice where a venue leaves the network | In the app, as soon as we know |
## 9. Support and complaints
| | |
|---|---|
| In-app support | Available in the FLEXa app |
| Email | support@flexa.sovereignseries.africa |
| Telephone | +27 87 551 3000 |
| Support hours | 06:00 to 20:00, Monday to Sunday |
| Acknowledgement of a complaint | Within 2 business days |
| Substantive response | Within 15 business days |
**If we cannot resolve your complaint**, you may refer it at no cost to:
| | |
|---|---|
| Consumer Goods and Services Ombud | 292 Surrey Avenue, Ferndale, Randburg |
| Sharecall | 0860 000 272 |
| Email | complaints@cgso.org.za |
| Website | cgso.org.za |
**For complaints about your personal information**, contact the Information Regulator. Details are in the Member Privacy Notice, clause 11.
## 10. Accessibility
| Parameter | Value |
|---|---|
| Accessible entry lane at each participating venue | Required of every venue in the network |
| Reader mounting height | Compliant with SANS 10400-S, facilities for persons with disabilities |
| Alternative to a turnstile | Provided at every venue |
If you cannot use a FLEXa entrance for any reason, contact support and we will arrange entry with the venue.
## 11. Change control for this annex
A change to any value in this annex requires a new version, fresh approval, a new effective date and inclusion in a new preflight snapshot, in accordance with FLX-ZA-CTRL-001, and a corresponding entry in the Parameters Decision Register. Values are not editable in place.
---
## Document control
| Field | Value |
|---|---|
| Document ID | FLX-ZA-MBR-ANNX-001 |
| Version | 1.0, Final |
| Audience / market | Member / ZA |
| Prepared by | Kgotlaetsogile Tiro, Chief Executive Officer and Director |
| Legal review reference | [EXECUTION: recorded in the evidence record at registration] |
| Approved by | [EXECUTION: approver identity, recorded at approval] |
| Approved at (UTC) | [EXECUTION] |
| Effective from | [EXECUTION: stamped at approval] |
| Content SHA-256 | Computed by the Operational Portal on upload |
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**The Sovereign Series (Pty) Ltd** · Registration number 2026/072645/07 · Income tax reference 9087766292
1st Floor, Masingita House, 41 West Street, Houghton Estate, Johannesburg, 2198
