Pick and Play TennisPick & Play Tennis

Refunds & Cancellations

This Refunds and Cancellations Policy explains how refunds, cancellations, and store credits are handled for bookings made via the Pick & Play Tennis website (the “Platform”).

By confirming a booking, Players agree to the following terms. “Player” means the individual booking a coaching session, and “Coach” means the self-employed tennis coach providing the service.

Refund method: If you cancel a booking, eligible refunds are issued as Cash Credit only. Refunds to your original payment method (card refund) are only offered when your coach cancels the booking and you choose that option.

1. Late Cancellations and No-Shows

  • Cancellations made less than 2 hours before the scheduled lesson start time, or failure to attend a lesson, will result in the full booking fee being forfeited.
  • No refunds or credits will be issued in these circumstances.

2. Cancellations Made Between 2 and 24 Hours Before Lesson

  • Players who cancel with less than 24 hours but 2 or more hours' notice will forfeit 50% of the booking fee.
  • The remaining 50% will be issued as Cash Credit. Card refunds are not available when the Player cancels.
  • Cash Credit holds the same monetary value as cash and can be used for future lesson bookings, court bookings, or to purchase GSM Gear on the Platform.

3. Cancellations Made More Than 24 Hours Before Lesson

  • Players who cancel more than 24 hours before their scheduled lesson are entitled to a full refund as Cash Credit, no questions asked.
  • Cash Credit is issued automatically when the Player cancels. Card refunds are not available for Player-initiated cancellations.
  • Cash Credit can be applied toward future coaching sessions, court bookings, or purchases of GSM Gear on the Platform's e-commerce section.

4. Cancellations by the Coach – Weather Conditions

  • If a Coach cancels a confirmed booking due to poor or unsafe weather (including snow, ice, rain, or other slippery court conditions), the Player will be offered the choice to reschedule or receive store credit.
  • Refunds to the original payment method are not available for cancellations or interruptions caused by poor weather.
  • If a lesson must end early due to deteriorating weather, the Player will receive store credit for the unused portion of the lesson.
  • The Platform cannot process partial (“pro rata”) reschedules shorter than one hour. However, if the Coach agrees, the Player and Coach may privately arrange a shorter follow-up lesson offline.

5. Cancellations by the Coach – Other Reasons

  • If the Coach cancels a confirmed booking for any reason other than weather, the Player may choose to:
    1. Reschedule the lesson, or
    2. Receive a card refund to the original payment method, or Cash Credit.
  • This is the only circumstance in which a card refund to the Player's original payment method is offered. The Player selects their preference when notified of the cancellation.

6. Unforeseen Environmental Disruptions

  • In the event of environmental or external disruptions beyond the Coach's control — including but not limited to broken floodlights, anti-social behaviour, spilled liquids on court, wild animals, or public gatherings — the Player may reschedule or receive store credit for the incomplete portion of the session.
  • These events are outside the reasonable control of both the Coach and the Platform.

7. Late Arrival by the Player

  • If a Player arrives late, the lost time cannot be extended or refunded.
  • The Coach may, at their sole discretion, extend the lesson if possible. Any extension is a private arrangement between the Coach and Player.

8. Late Arrival by the Coach – Over 10 Minutes

  • If a Coach arrives more than 10 minutes late, the Player may choose to:
    1. Continue with an extended lesson,
    2. Reschedule the session, or
    3. Cancel and receive a full refund as Cash Credit (card refunds are only available when the Coach cancels).
  • If the Player opts to proceed without extension, they are entitled to a pro rata refund calculated as:

    (Coach's hourly rate ÷ 60) × number of minutes late

9. Late Arrival by the Coach – Under 10 Minutes

  • If the Coach arrives less than 10 minutes late, the Coach will endeavour to extend the lesson by the same number of minutes, provided the Player is available to continue.
  • If either the Player or the Coach cannot stay later, the Player is entitled to a pro rata refund for the missed minutes.
  • Coaches must log their late arrival time within 24 hours of the lesson ending via their dashboard.
  • If a Coach disputes the delay or fails to confirm it, the Player may raise a dispute within their account under “Raise a Dispute” on their bookings page.

10. Refund and Store Credit Processing Times

  • Cash Credit is issued instantly when a Player or club member cancels and is eligible for a refund. It can be used immediately.
  • Card refunds (only when the Coach cancels and the Player chooses a refund to card) typically take 3–5 working days to process, depending on the Player's payment provider.
  • Cash Credit carries no expiry date and retains full monetary value.

11. Role of Pick & Play Tennis

  • Pick & Play Tennis operates solely as a facilitator and payment agent between Players and self-employed Coaches.
  • All coaching services are supplied directly by the Coach, not by Pick & Play Tennis.
  • Pick & Play Tennis's responsibility is limited to managing the booking platform, processing payments, and ensuring refunds and store credits are applied in accordance with this policy.

12. Disputes

  • Any dispute relating to lateness, cancellations, or refund eligibility must be raised within 7 calendar days of the lesson date via the Player's account dashboard.
  • Pick & Play Tennis will review the evidence and issue a resolution in line with this policy.

Questions About Refunds?

If you have any questions about our refund and cancellation policy, please don't hesitate to contact us.