Like most small businesses, we know that our success lies in our ability to provide

excellent service and communication to our customers both on and off the court.

We love being a part of our club communities, and providing excellent care, and

attention.

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OUR CUSTOMER SERVICE PRINCIPALS

● We will respond promptly to your enquiry via phone call/text and email.

● We aim to respond to emails within two working days.

● We aim to respond to phone calls within business hours that day.

● Voice messages left after hours will be responded to the next working day.

● We will provide accurate and up to date information.

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Our BTS coaches can keep contact with you as well - they aim to respond to text or

voice messages within 24 hours of a working day, and will adhere to our customer

service principals.

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PROFESSIONALISM

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Our service to you will be conducted with integrity and honesty.

We will focus on helping you find solutions for all player needs. Every customer is

treated equally.

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1. PAYMENTS AND CREDITS

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Full invoice payment is due at the start of each new term or at program start (holiday

clinics and tournament trips), except for payment plans approved.

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The BTS Tennis Academy ‘No pay - no play’ policy applies for outstanding payments

from week 2 of the term (day 2 of programs) until the invoice is settled.

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For new player enrolments throughout the term, this policy will commence after their

second lesson.

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No Refunds Or Make-ups will be given for non-attendance for all tennis lessons in the enrolled term.

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Credited lessons are only granted for medical reasons and travel - refunds are not

applied for any reason. Players are only allowed to cancel two lessons per term.

Anything after, no credits or makeups will be applied.

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BTS offers flexible friendly payment plans, but notice must be provided and approval

from our Head Coaches is required.

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Continuation of BTS Tennis Term Enrolments

Unless our BTS team has been informed via email or phone by the second last

week of the current term, members are automatically booked into the following

term.

Outstanding Membership Fee Debt

Unpaid BTS Tennis Lesson invoices will be sent to a third party provider to collect

the outstanding fees.

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2. WEATHER POLICY

 

Wash Out Policy

If lessons are washed out, you will receive a SMS text message informing you of

the wash out. If you have not heard from any of the coaching team, please always

assume the lesson is on schedule.

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Heat Out Policy

If the temperature on court is 37 degrees or above you will receive a SMS text

message informing you of a heat out.

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3. MAKE-UP POLICY

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BTS Tennis Academy offers make-up tennis lessons as a courtesy to all players who

have notified us that they cannot attend one of their scheduled tennis classes.

Reminder: each player is only allowed two cancellations converting to two makeups per

term. These makeup lessons will be run throughout the term (either weekdays or

weekends) depending on player/coach availability.

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● Notice must be given prior to the absence.

● A minimum of 12 hours notice must be given.

For exceptional (medical) circumstances, where this notice period cannot be

provided, please contact our coaching team to discuss.

● Make-up classes are subject to availability of an appropriate and equivalent

class.

● Do not leave your make up lesson to the last week of Term. You may miss out

due to full classes.

● All make-up lessons must be completed within the Term of the missed lessons

and cannot be transferred to another student.

Make-up lessons may only be carried over to the holidays or the following term

under special circumstances at the discretion of BTS Head Coaches and where

reasonable effort has been made to schedule them in the current term.

● Make up lessons may be taken before the missed lesson if you know you are

going to be away later in the term e.g. family holiday, school camp etc.

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Please note, we are reasonable and exceptions to the above notification timeframes will

be considered under special circumstances.

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Ruling for Semi-private Lesson Make-ups

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If one of the members cannot attend the scheduled class but the other member

still attends, the member that is away will NOT be eligible for a makeup lesson.

For it to be considered a semi-private make up lesson, both members need to

reschedule on a different day and time.

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4. ENROLMENT CANCELLATIONS

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BTS Tennis Academy has a term-commitment policy with tennis lessons. There is no

refund for remaining lessons if the cancellation occurs during the term.

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If you wish to cancel your enrolment permanently for the upcoming term, please notify

the BTS Tennis Academy Team by the second last week of the term to ensure no

invoice is generated.

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If the cancellation is due to medical reasons, a credit may be given upon receipt of a

Doctor’s certificate verifying the medical reason for the cancellation.