General Policies
By signing up for lessons with Toptenn, all students & customers acknowledge that they have read, agree to and are subject to all coaching policies, privacy policies & participant terms & conditions listed below.
MAKE-UP LESSONS
Toptenn Tennis is dedicated to being as flexible as possible with make-up options so that everyone receives their full quota of tennis.
Familiarise yourself with our make-up policies below.
Toptenn students are eligible for up to 5 make-up lessons each term. These can be triggered through lessons being cancelled by Toptenn (washout/heatout, coach illness/event etc.) or through notifying absence with sufficient notice. Make-up lessons can be booked at any point throughout the same term as the missed lesson in any class with the same class standard.
NOTIFYING YOUR ABSENCE
For group/squad classes, to claim a make-up lesson, Toptenn must be notified of your absence through the Toptenn Customer Portal App with at least 2hrs notice prior to the start of your lesson
For private lessons, you may also receive a make up if 8 hours notice is provided through the Customer Portal
If sufficient notice is not provided, a make-up lesson will not be made available.
If notice is provided by email or text and not through the Customer Portal App, a make up lesson will not be made available.
GROUP CLASSES
- Using the Toptenn Customer Portal App, students can claim personal make-ups during a term for any classes missed due to injury, illness, special events, etc
- Make-ups can be transferred between siblings and family members upon special request to Toptenn's office team
- Make-ups cannot be transferred between coaching terms
- In the event a class is cancelled because of inclement weather, each student receives an additional make-up class. Where a make-up lesson cannot be booked, Toptenn cancellations may be applied as credit towards future invoices
-In extraordinary circumstances, Toptenn can allow a make-up lesson to be booked where 2 hours notice has not been given with management approval. In such cases, please contact our office on 9830 6618 or 0438 046 447
PRIVATE/SEMI-PRIVATE CLASSES
- To be eligible for a make-up class, you must notify your absence to Toptenn at least 8 hours before the start of your lesson using the Toptenn Customer Portal App
- Due to court bookings and coach scheduling, students who notify Toptenn more than 2 hours before their lesson will receive a make-up lesson 50% of the duration of their missed lesson
- Students who notify Toptenn of absence within 2 hours of the class starting will be charged in full for their lesson
- Private/Semi-private/Private group make-ups can be booked through the Customer Portal. Alternatively, you can contact the office team or your coach directly to organise make-up lessons
- Make-ups can be transferred between siblings and family members upon request to Toptenn's office team
- Make-ups cannot be transferred between coaching terms
HOLIDAY CLINICS
- If a Holiday Clinic lesson is missed due to weather or Toptenn cancellation, they will receive a make-up lesson at a later Holiday Clinic session- if this isn't possible, a credit can be applied to your account- please note the credit/refund policies below apply
- If you are unable to attend a holiday clinic, absence must be notified through the Toptenn Customer Portal app at least 2hrs prior to the start of the clinic for a make-up lesson to be provided. You may book a make-up in any other available holiday clinic session in the same date range
CREDITS/REFUNDS
Missed Classes
- Any missed group or private/semi private classes due to injury, illness, unforeseen circumstances or Toptenn cancellation will entitle you to a make-up class
- Credits may only be applied to your account for Toptenn cancellations or extenuating circumstances- credits require management approval and will only be applied if all make-up options have been exhausted
- Refunds will only be granted in extraordinary circumstances by Toptenn directors
- All refund requests will incur a $10 processing fee*
- All credit requests will incur a $5 withdrawal fee*
WET WEATHER/EXTREME HEAT
- Toptenn Tennis will make every effort possible to continue with lessons during times of inclement weather, however we reserve the right to cancel sessions when conditions and court surfaces become unsafe
- Toptenn Tennis will suspend all lessons when the temperature rises to 38 degrees celsius according to the Australian Government Bureau of Meteorology
- Toptenn will always try to make a decision on extreme weather 30mins before the start of a class - in Melbourne this is not always possible. If a lesson is cancelled, all students will receive an SMS notification and a make-up lesson
- If classes go ahead and you do not attend, no make-up lesson will be provided
RE-ENROLMENT
- Toptenn Tennis has a strict ‘No Pay, No Play’ Policy. This is due to waiting lists / program popularity and most importantly, insurance requirements
-Students must register for the upcoming term before the specified Registration Date to guarantee their class position
-Students who fail to re-enrol before the Registration Date will be removed from their priority bookings and their position will be offered to students on the Toptenn Waiting List
DISCOUNTS & REGISTRATION FEES
Toptenn Tennis offers the following discounts:
-Bookings of 3 or more family members receive a 10% discount*
-Students who book for 2 or more lessons receive 20%* off additional classes (The 20% discount is taken from group classes and not private lessons)
-There is a once off registration fee of $20 for all new students (can be upgraded to receive junior racquet for an additional $30)
* Bookings must be permanent (termly invoice) bookings to receive family or multiple lesson discounts
PRIVACY POLICY/ TERMS & CONDITIONS
PARTICIPANTS UNDER 18 NATIONAL POLICIES
I agree that my child and I will be bound by and comply with all Tennis Australia National Policies, as updated from time to time, and located at http://www.tennis.com.au/about-tennis-australia/reports-and-policies/policies.
PRIVACY STATEMENT
To assist us in the provision of products and services, we need to collect personal information about you. When you provide personal information you agree that this will be used by Tennis Australia and other Australian Tennis Organisations (ATOs) under the terms of this statement, and the tennis privacy policy located at www.tennis.com.au/privacy, which contains information about how you may access and seek correction of your personal information or complain about a breach of your privacy, and how we will deal with that complaint. If you do not agree, you must not provide your personal information, and you may be unable to access all of our products and services. Tennis Australia and other ATOs may disclose your personal information to other parties, including our related companies, other ATOs, and third parties who provide us services. From time to time, these third parties may be located (and therefore your personal information may be disclosed) overseas, including to the USA and the Netherlands and as otherwise specified in the tennis privacy policy. Tennis Australia and other ATOs may use and disclose your personal information for direct marketing purposes regarding the products and services you are signing up to receive, unless you opt-out (which you can do at any time in accordance with the tennis privacy policy)
PARTICIPANT TERMS & CONDITIONS
By signing up, I agree that my child and I will be bound by and comply with the tennis participation and online systems terms and conditions as updated from time to time
If my child is an ANZ Tennis Hot Shot Participant, I consent to my child registering as an ANZ Tennis Hot Shots participant and being bound by ANZ Tennis Hot Shot terms and conditions, as updated from time to time.
If my child a Cardio Tennis Participant, I consent to my child registering as a Cardio Tennis participant and being bound by the Cardio Tennis and conditions, as updated from time to time.
TOPTENN UNDER 18 POLICIES
Upon signing up for lessons with Toptenn, I authorise Toptenn to obtain medical assistance for my child as they see fit and will meet all expenses thereof. Please indicate any specific medical conditions our team should be aware of.
I acknowledge that I will not hold Toptenn or affiliates liable for any loss or injury which may be sustained during the program. As an option, Tennis Victoria membership forms are available from reception and include personal accident insurance.
I authorise Toptenn to use images of the participant/s of the program for promotional purposes only, i.e. promotional flyers, website.