Cancellation, Refund and Credit Policy
1. Term bookings and limited capacity
Our classes operate with limited places to maintain safe, effective coaching. When a booking is confirmed, a place is reserved for the player for the agreed term. Court hire, coaching and equipment are planned in advance according to enrolment.
Term fees pay for that reserved place and the scheduled programme, rather than individual attendance. Missing a session does not automatically reduce the term fee.
This policy covers regular term-time group classes. Camps, private coaching and other events may have separate terms, provided before booking.
2. Missed lessons
We do not normally offer refunds, credits or replacement lessons for occasional absences, including short-term illness such as colds or fever, medical appointments, holidays, school commitments or other personal arrangements.
Please notify the Club if your child cannot attend. Children who are unwell should stay at home; this policy does not encourage attendance against medical advice. The medical exception below applies to extended medical absences.
3. Medical absence: three consecutive weeks or more
Where illness, injury or recovery from surgery is expected to prevent participation for three consecutive weeks or more, a parent or guardian may apply for a medical credit towards the following term.
Requests must be made in writing as soon as reasonably possible, include the player's name, class and affected dates, and be supported by a doctor's note confirming inability to participate and the expected period of absence. A detailed diagnosis is not required.
There is no need to wait until three weeks have elapsed before applying. The threshold concerns a continuous period of medical inability to participate, rather than separate, unrelated absences.
Each request will be assessed fairly on its circumstances. Approved credit covers scheduled, paid sessions missed during the confirmed period, including the first three weeks. Dates when no class was scheduled have no credit value.
Credit is calculated using the fee paid for the affected booking, divided by the number of included sessions and multiplied by the eligible missed sessions.
4. Using medical credit
Approved medical credit will be deducted from the same player's following-term fees. It is a monetary credit, rather than a guarantee of a particular number of future lessons or a particular class place.
If the player remains medically unable to return the following term, please contact the Club before that term begins so that an extension or another appropriate arrangement can be considered.
Medical credit is normally offered instead of a discretionary cash refund. It does not replace any refund required by law. If the player is medically unable to return at all, the Club will review the circumstances individually.
5. Cancellation and withdrawal by a parent or player
Please notify the Club in writing if you wish to cancel before a term starts or withdraw during a term. Stopping attendance alone does not notify us that the place is available to another player.
Changing one's mind, losing interest, conflicting activities or feeling that the group is not a suitable social fit does not qualify for the medical credit exception. There is no automatic pro-rata refund simply because a player chooses to leave part-way through a term.
However, any cancellation charge or fees retained will be limited to the Club's actual net loss arising from the cancellation. We will take reasonable steps to reduce that loss, including offering the vacated place to a suitable replacement player where reasonably possible. We will take account of costs saved and replacement income, and will not recover the same loss twice.
Any payment exceeding that loss will be refunded. Where the loss equals the remaining fees, no refund may be due. We will explain the calculation on request.
Concerns about coaching, safety, bullying, discrimination or a failure to provide the agreed service will be reviewed separately; they will not simply be treated as a change of mind.
6. Class transfers
Transfers to another class require the Club's agreement and depend on available capacity, age and playing level. Please arrange any transfer in advance. A player's place cannot be transferred to another child without the Club's written agreement.
7. Sessions cancelled or materially changed by the Club
If the Club cancels a paid session, we will notify families as soon as reasonably possible and aim to offer a suitable replacement.
If no suitable replacement can be agreed, we will refund the affected session fee, or provide credit if you prefer. This applies where a session cannot take place because of venue closure, coach unavailability or other disruption.
If we cancel the remaining programme or make a substantial change that you cannot reasonably accept, you may cancel the affected, unused part of the booking and receive a proportionate refund.
8. Safety and conduct
We may stop a player participating where reasonably necessary to protect their safety or the safety of others. Serious or repeated breaches of the Club's conduct rules may result in suspension or termination, following a fair review and communication with the parent or guardian where appropriate.
Exclusion does not automatically result in forfeiture of all remaining fees. Any financial adjustment will be assessed fairly, taking account of services provided, actual net losses and applicable consumer rights.
9. Requests, decisions and payments
Please submit requests privately to Huaiwen using the Club's usual written contact channel. Do not post medical documents in a parent group chat.
We aim to provide a written decision within 14 days of receiving the information reasonably needed. If more time is required, we will explain why and provide an update.
Approved refunds will normally be returned to the original payer using the original payment method within 14 days of confirmation, subject to any shorter legal deadline. Credits will be confirmed in writing with their value and intended term of use.
If you disagree with a decision, you may request a review and provide further relevant information.
10. Consumer rights and policy changes
This policy does not affect your statutory consumer rights, including where services are not provided as agreed or with reasonable care and skill. It will be provided before booking, and subsequent changes will not reduce your rights under an existing booking without your agreement.