Support

What do you mean by “syncing my data”?
All of your activity data is held within the Garmin device and can be stored here for up to 28 days. In order to see your data within actilife, you need to “sync / offload” this data. This means you are transferring your activity data from your device to a platform such as actilife.  You, nor the Coach, can see your activity data until you sync.

How do I sync my Garmin device to the actilife platform?
The actilife platforms receives data when you sync your Garmin device via the Garmin Connect Mobile on your smart phone OR when you walk within a 10 metre range of a designated vivohub / sync hub.

Make sure you have Bluetooth turned on and internet connection. Open the Garmin Connect app and tap your device 2-3 times to illuminate the green lights and pull down the screen to refresh.  This initiates the device to offload its data.

How long does it take to sync my data to the actilife platform?

Typically, once you have synced your data, your activity data should appear in the actilife dashboard within 1-2 minutes.

I have synced my data but it still hasn’t appeared in my actilife platform?

If using the Garmin Connect app, open the app and check the time of “last sync”. This should reflect the same time when you tried to offload your data.

If this doesn't show the most recent time, then sync your Garmin device again. If using your mobile, open the Garmin Connect app, tap the Garmin Vivoki gently 2-3 times and then pull down the STEPS screen (as shown left) to refresh.

Time of last sync should be as current as possible

If your data still doesn’t appear after 1-2 minutes, go to your actilife dashboard and select the Garmin logo.

If no logo appears on your actilife dashboard, then your Garmin device may not be connected to the actilife platform. Please contact your provider for more information.

Check that “connected” appears on the screen and then select “refresh” to manually pull your data from Garmin. Check your actilife dashboard in 1-2 minutes.

How long do I need to be within range of the Vivohub (sync hub) to offload my data?
Sync times vary depending on the strength of the internet connection and how many days of data needs to be offloaded. Below are the average sync times for the Garmin Vivoki

Number of days since last offload

Average time required to be within range of the Vivohub/ sync hub

1 day

3 seconds

3 days

5 seconds

14 days

10 seconds

28 days

20 seconds

I can’t seem to offload/ sync my device?
Please check the following

  • You have the most recent software installed on your mobile. This can usually be checked under “settings” on your mobile device.
  • You have the most recent software updates for Garmin Connect installed. To check this, go to Google Play Store or App Store and select “updates”. If an update is required from Garmin, then please select.
  • You have Bluetooth switched on and have internet connection to your mobile device. Data cannot be offloaded without this.

Additional answers may be available via Garmin support.
https://support.garmin.com/faqSearch/faq/textsearch

1. About us

Stockport Trust trading as Life Leisure is an English registered company with number 04304674)  Its registered office is at 4th Floor, Landmark House, Station Road, Cheadle Hulme, Cheshire, SK8 7BS. .

Life Leisure operates this web site under the trading style of actilife. 

2. Use of Portal

This portal is to be used to deliver the actilife programme which is designed to engage, motivate and track the activity levels of the sedentary population.

The program will offer specific projects and programs to users from time to time and will provide oversight by trained coaches.  These coaches will use the portal to track and motivate our users. 

The portal is also used to collect quantitative evidence and data in relation to actilife’s mission to increase physical activity levels and the intensity of that activity.  This evidence and data may be shared with health providers and health professionals as provided for in our privacy policy. 

The actilife programme is also designed to positively influence other parameters such as weight.

You as a user will have access to the portal in order to receive details of programs and projects as well as guidance from coaches.

You will be able to track your own performance through the portal.

By using the portal you can consent to these terms and conditions and our policy on privacy and cookies. 

It is important that you  input complete and correct information while using the portal in order that the coaches can provide guidance for you personally and also in order to ensure that you are provided with the correct activity targets.

The products and the physiological information transported using the products is not intended for use in professional medical advice, diagnosis, or treatment or any other personal health matter in which the failure of the products could lead to death, personal injury, or severe physical or mental damage

All content on the site belongs to Life Leisure who will deal with the content in accordance with the privacy policy mentioned above.

None of the information, data and copyright material contained on the portal may be reproduced in any form whatsoever or otherwise used without Life Leisure’s consent. 

3. Changes to terms and conditions

We may change these terms and conditions from time to time.  You should therefore read them in full before using the portal again.  No variations to the terms and conditions will operate retrospectively to your previous use of the portal.  However any amended terms and conditions will apply to your use of the portal from the day they are posted and if you do not wish to be bound by the terms and conditions as varied you should not use the portal.

4. Definitions 

“you” and “your” means the person who proposes to use or is using this portal.

“we”, “us” and “our” means Stockport Sports Trust trading as Life Leisure and any other person or business to whom we may legally transfer or sub licence our rights under these terms and conditions.

You are entitled to stop using the portal if we transfer our rights under these terms and conditions to a third party.

“portal” means the web portal located at www. acti-life.net  

“device” means the activity tracker technology to interface with the portal in order to track levels and intensity of activity and other data from you. 

5. Use of this portal

5.1 By using the portal you agree that (subject to sub clause 5.1.5 below) :-

5.1.1 You have a limited, non-exclusive, non-transferable, non-sub licensable right to access our website on a temporary basis. We may revoke your right to access our website at any time for any or no reason. We may suspend, withdraw, discontinue or change all or any part of our website without notice. We will not be liable to you if for any reason our website is unavailable at any time or for any period. You are responsible for making all arrangements necessary for you to have access to our website. You are also responsible for ensuring that all persons who access our website through your internet connection are aware of these Terms of Use and other applicable terms and conditions, and that they comply with them.

5.1.2 You will not do anything that affects the integrity or security of this portal or causes or may cause harm, damage or unreasonable inconvenience to other users of this portal or us; and

5.1.3 You will not copy (by printing onto hard copy, electronic storage), distribute, gather, extract, download, reproduce and/or display or advertise on any other portal, other online or off-line service or otherwise, any material on or from this portal, including but not limited to information relating to insurance prices, whether that information has been gained by the use of spiders, data mining, trawling or other 'screen scraping' software or system used to extract data.

5.1.4 You will not copy, distribute or otherwise use any material from the portal for any commercial purpose.

5.1.5 You will not remove any copyright, trade mark or other intellectual property notices contained in the original material from any material copied or printed off from the portal.

5.1.6 If you breach any of the clauses set out at 5.1 above, we may take such action as we deem appropriate, including denying you access to this portal, bringing legal proceedings against you and disclosing such information that we consider relevant to appropriate legal and/or regulatory bodies.

6. UK residents only

6.1 This portal is directed only at UK residents and nothing within it or these Terms and Conditions constitutes an offer or promotion of services or products to persons outside the United Kingdom. The products and services described on this portal are only available to people who are resident in the United Kingdom, Northern Ireland or the Isle of Man (but excluding the Channel Islands).

7. Your obligations

7.1 You must only use the portal for your personal use. You may only print one copy of any individual page for your own personal use only.

7.2 Registration and Password -You are responsible for maintaining the confidentiality of your login information and password. You shall be responsible for all uses of your login information, whether or not authorized by you. You agree to immediately notify us of any unauthorized use of your login information or password. You grant SST the right to use your information in connection with the operation of the Website. SST cannot and does not assume any responsibility or liability for any information you submit, or your or third parties’ use or misuse of information submitted.

7.3 It is your responsibility to ensure that all information you supply to us or enter onto this portal is complete and accurate, so please double-check your information before submitting it.

7.4 You will comply with any regulations that we may apply to the use of the portal from time to time.

8. Our service

8.1 We provide programmess and projects to motivate people into engaging with physical activity.  We then aim to encourage our users to increase the level and intensity of physical activity in a managed way in order to optimise the health and wellbeing benefits that can arise from physical activity.

8.2 We will provide feedback for you on your engagement with physical activity and we will endeavour to incentivise and motivate you towards increasing levels intensity of physical activity.

8.3 If a subscription fee for the actilife programme is cancelled the user’s actilife account will be deactivated. The Pebble will no longer connect to the actilife program and therefore subsequent physical activity data will no longer be made available via the actilife web portal.

8.4 For annual actilife subscription, no refund will be given if you cease to use the portal during the subscription period.

9. Responsibility for content

9.1 We are responsible for statements of fact made to you by us and protecting your data in accordance with data protection legislation.

9.2 We will use our best endeavours to provide you with a quality service and virus free portal. However, we are not responsible for computer viruses or other computer related problems you suffer as a result of using this portal, which are beyond our reasonable control. We recommend that you use your own appropriate virus checking software.

9.3 Product or service providers and third party portals are responsible for failings or errors on their portals and may have a separate duty of care to you.

9.4 We do not prevent or exclude our responsibility to you for death or personal injury resulting from our negligence.

9.5 Message Boards, Ranking page and Challenge leader board. There are several areas on the Website on which users may post information, including Message Boards, Ranking page and Challenge leader board. Any information posted to the Message Boards, Ranking page and Challenge leader board can be viewed by anyone who has access to the  Website (whether or not such visitors are registered users). SST does not endorse any information posted on these Pages and posts made by users do not necessarily reflect the views of the host facility. Information on the Message Boards, Ranking page and Challenge leader board should not be taken as medical advice and we are not responsible for such information or for editing any factual errors or making any type of corrections to such information. Any action taken by you based on information presented on the Message Boards, Ranking page and Challenge leader board is at your own risk.

9.6 User Disputes. Your communications, dealings or meetings with any other users on the Website, including communications, dealings or meetings initiated through the Website, are solely between you and such users, and you are solely responsible for such communications, dealings or meetings. SST reserves the right, but has no obligation, to monitor disputes between you and any other users on the Website. SST is not responsible or liable in any manner for any loss or damage arising out of your communications, dealings or meetings with any other users.

10. Intellectual property

10.1 All information, data and copyright material contained on this portal, including any urls, trade marks (whether officially registered or unregistered), trade names, brands, logos and devices belong to us or to people who have given us ownership or permission to use such information data and/or copyright material. You must not use such information or copyright material unless you have written permission from us or the owner to do so.

10.2You may download or copy the content and other downloadable items displayed on this portal for personal non business use only, (i.e. to assist with a purchasing decision), provided that you are not otherwise breaching these Terms and Conditions.

11. Privacy policy

11.1 We will comply with all applicable data protection legislation from time to time in force in respect of the personal data we collect from you.

11.2 Additionally we will observe the terms of our Privacy Policy and you agree that we may use personal data in accordance with the named policy.

12. Third party websites

12.1 This website contains links to websites operated by third parties. Some of those websites will carry our branding and are therefore only accessible by our customers. The operation and content of those websites are determined by those third parties operating them and will be governed by separate terms and conditions. We do not accept responsibility or liability for the content of any third party website, as this is outside of our control.

12.2 Links are provided for convenience only and inclusion of any links should not be taken to imply endorsement in any way of the site to which it links.

12.3 You may wish to take the following steps when purchasing a product or service from a third party website:  Read and ensure that you understand the terms and conditions of their website and terms and conditions of any product or service you might be agreeing with them;

13. Termination

13.1 We may issue a warning, temporarily suspend, permanently suspend or terminate your right to use this website if you:

13.2 Substantially breach any of these terms and conditions;

13.2.1 Infringe or violate or attempt to infringe or violate any rights of any other user(s) of this website and/or third parties in connection with this website; or

13.2.2 If you are using this website to commit or attempt to commit a criminal offence.

13.2.3 If you cease to pay the relevant subscriptions as enforced by the organisation through who you subscribed to the actilife programme.

14. Jurisdiction and Enforceability

14.1 If any provision of these terms and conditions are held by a competent authority to be invalid or unenforceable, the remaining provisions of these terms and conditions will not be affected and will remain valid.

14.2 In the event of a dispute in connection with or arising out of these terms and conditions, English law will apply.

14.3 These terms and conditions will only apply as between us and you. Unless as otherwise stated in these terms and conditions no other person may benefit or rely upon these terms and conditions.

15. Complaints procedure

Service standards

We aim to provide a high level service to all our customers but occasionally things can go wrong. When this happens we will do everything we can to put things right and assist you.

What to do if you have a complaint?

If you have a complaint about our service, please contact us first by email and if after emailing us you are still not satisfied please write to our Customer Relations Manager at the address shown below. Should you wish to use an alternative means of communication, we are happy on request to correspond with you by telephone or fax.

For the purposes of handling complaints our working day is 9am to 5pm Monday to Friday, excluding Bank Holidays.

By email:

Please email us at info@acti-life.net and we will attempt to resolve your complaint by close of business the following working day. If we are unable to resolve your complaint, we will try and agree the next steps with you.

In writing:

Please address your letter to:

Life Leisure
4th Floor
Landmark House
Station Road
Cheadle Hulme
Cheshire
SK8 7BS

Please include your name and address, a contact telephone number, your quote number and details of why you are unhappy. This will help us to respond to you as quickly as possible. If we do not have enough information to investigate your complaint we will try and contact you to ask for further details.

If we are unable to resolve your complaint by the close of business the next working day, we will send a written acknowledgement of your complaint to you within 5 working days of its receipt. In our acknowledgement we will advise you of the name and job title of the person who will be dealing with your complaint.

By the end of eight weeks after receipt of your original complaint letter we will send you a final response or a letter explaining why we are still not in a position to issue a final response and advising you of when we expect to be able to do so.

The actilife program is delivered by lifeLEISURE which is the trading name of Stockport Sports Trust. Our Privacy Notice will help you understand how we collect, use and protect your personal information. Should you have any queries in relation to this policy please email info@actilife.co.uk

About lifeLEISURE

Life Leisure is the trading name of Stockport Sports Trust, registered in England (Company No. 4304674 and Charity No. 1094247).  Our registered address is Life Leisure, Houldsworth Village, Broadstone Road, Reddish, Stockport, SK5 7AT.

Our registration number with the Information Commissioner’s Office is Z7766962.

Life Leisure is both a ‘Data Controller’ and a ‘Data Processor’ under the Data Protection Act 1998 and, once in force, the General Data Protection Regulation (also known as the GDPR).

What personal data will the actilife program, operated by lifeLEISURE, collect about you and how?

The personal data you have provided, and we have collected from you, or we have received from third parties (such as your activity tracker) includes:

  • Name, address, date of birth, gender and contact details such as email address.
  • Weight, height and BMI
  • Physical activity levels measured in the form of steps, distance, calories and time.
  • Health details and medical history if disclosed
  • When you register with the actilife program and consent to your activity tracker sharing your data, some or all the data above are disclosed.

Why lifeLEISURE collects your personal data and what it is used for:

  • To provide advice and guidance on supporting you to become or remain physically active as stated in terms of service. For example, if you are regularly exceeding your daily step goal, we may advise you about increasing this goal. This can be changed in conjunction with your actilife coach or changed by you under the “Goals” section of your actilife dashboard.
  • To inform you of services or events which may help you achieve your goal of being physically active. For example, a local running group may have started in your actilife area. We will inform you about this as a service which may be of interest to you. You can manage your webmail/ newsletter settings under Privacy settings on your actilife dashboard.
  • To provide you with related services (as is necessary for the performance of a contract between you and us and/or as is necessary for our legitimate interests);
  • To send you and your actilife Coach, information about your performance on the actilife program. For example, we may send emails about hitting your weekly target which will be sent to you and your nominated actilife Coach. You can ask your coach to change the performance emails you receive by selecting “Coach Support” on your actilife dashboard
  • Sending you information about issues relating to the technical performance of the actilife platform. For example, if we have been informed that a brand of activity tracker is not connecting to our platform correctly, we may contact you to inform you of this.
  • Communicating about new features or updates to the actilife platform.
  • To provide technical support.
  • To collect statistical data which is used improve our services and to monitor the performance of the actilife program which is within our legitimate interest. For example, we may share with policy makers the average number of steps a group has completed or the number of miles travelled across a particular time. All data shared in this way is aggregated, anonymised and not identifiable to you.
  • Our "legitimate interests" as referred to above (and below) include our legitimate business purposes in operating our business in a customer-focused, efficient and sustainable manner, in accordance with all applicable legal and regulatory requirements.

Your personal data will not be subject to automated processing.

Using your personal data for marketing purposes:

The actilife program managed by lifeLEISURE, will not use your personal data for marketing purposes and will not be passed to third parties for this purpose.

How will the actilife program, managed by lifeLEISURE, store your personal data:

We take the protection of your personal data very seriously. All data is stored using “SSL” (secure socket layered) technology and we ensure any third parties involved in processing your data operate to same high standards as ourselves.

How long will the actilife program (lifeLEISURE) keep your personal data for

We will retain your personal information for a number of purposes as necessary to allow us to carry out our business. Your information will be kept on the actilife database unless the following reasons apply:

  • You request to be removed.
  • Your actilife program has expired.
  • You have deleted your program. This can be completed under “my profile” and “delete profile” on your actilife dashboard. Please be aware that this will delete your account and your data will no longer be visible.

Any retention of personal data will be done in compliance with legal and regulatory obligations and within industry standards. These data retention periods are subject to change without further notice, as a result of changes to associated law or regulations. If you have any questions in relation to the retention of your personal data, please email info@actilife.co.uk

Who lifeLEISURE share your personal data with:

Where relevant given the nature of the products and services provided to you, we will also share your information with the following

  • EFAA health management. This is our nominated IT software provider who supports and develops the operation of our business, as is necessary for our legitimate interests.

No data is transferred outside of the EEA

Cookies

Functional (necessary) and analytical cookies are placed on our website. These cookies are necessary to enable navigation on the website. However, they are only valid for the duration of your browser session. The analytical cookies determine how visitors use our website. With this information, the use of the website is analyzed and statistics can be generated.

This helps EFAA in understanding what website visitors are looking for and with that knowledge and experience they can improve the website. The Google Analytics service is used for this. These cookies can never be brought directly back to individuals, so that visitors to the website are always anonymous. A processor agreement has been signed with Google. The last octet of the IP address is masked. Data sharing is turned off and no other Google services are used in conjunction with Google Analytics cookies. With the data and knowledge generated by means of the cookies, EFAA proceeds confidentially, unless it is obliged, for example on the basis of legal provisions, to share this information.

Your rights in relation to your personal data:

Under the Data Protection Act 1998 you have the following rights: 

  • to obtain access to, and copies of, the personal information that we hold about you;
  • to require that we cease processing your personal information if the processing is causing you damage or distress; and
  • to require us not to send you marketing communications.
  • to withdraw consent at any time by emailing info@actilife.co.uk

Once the GDPR comes into force on 25 May 2018, you will also have the following rights:

  • to require us to erase your personal information;
  • to require us to restrict or object to our data processing activities;
  • to receive from us the personal information we hold about you which you have provided to us, in a reasonable format specified by you; and
  • to require us to correct/rectify the personal information we hold about you if it is incorrect.

Please note that these rights may be limited by data protection legislation, and we may be entitled to refuse requests where exceptions apply.

If you are not satisfied with how we are processing your personal information, you can make a complaint to the Information Commissioner.

You can find out more about your rights under data protection legislation from the Information Commissioners Office website www.ico.org.uk

Do you have a question?