Tennis West - Missed Lesson & Wet Weather Policies

Tennis West Missed Lesson & Wet Weather Policies

As of 2009, Tennis West has moved to an upfront per term (8 weeks) system based roughly around the start and finish of the Queensland State School System, School Term. As a consequence of this our policies relating to missed lessons throughout the term have needed amending.

The State School Term is usually based over a 10 week period. Tennis West is basing our terms around this, however, will only be coaching and charging for an 8 week period. This will allow for 2 weeks of missed lessons.

The Tennis West school, private and group programs will run from week 2 of each term, therefore allowing a week at the start of term for organisational activities, last minute signups, and unforeseen makeup lessons from the previous term. (This final point will be due to extraordinary circumstances considered by Tennis West Management). The week at the end of term will be dedicated to making up any missed lessons deemed appropriate by this document.

While all reasonable steps will be taken to make up lessons there will be circumstances that negate our responsibility to replace a lesson missed by our clients. When booking lessons please keep in mind the following points:

As a business our time is very valuable. We only have a limited time per week to conduct our business and are very busy therefore when you book a timeslot/s for a term it is expected that you make the effort to attend each week where it is reasonable for you to do so. For each missed lesson we incur heavy financial loss including the opportunity cost of not using your timeslot with someone else.
Reasonable notice needs to be given even when a valid reason for missing a lesson is the case, to allow for our planning processes. Please notify us as soon as possible. A 24 hour cancellation time period is the normal minimum notification period.
If a medical condition is the cause that you cannot make a lesson then a makeup lesson will be provided. 24 hours notice is required unless the ailment commences within this time period.

Wet weather will be considered grounds for a makeup lesson if the lesson is called off by the staff at Tennis West or it is mutually agreed upon by staff and client/s. Further to this only 2 weeks of wet weather for a given lesson time throughout a term will be redeemable as a makeup lesson. Any subsequent lessons missed due to wet weather will not be made up unless it is reasonably possible in the weeks allocated for this. Therefore Tennis West is happy to make up two lessons throughout the term due to rain which is outside of our control. All subsequent lessons will be deemed void at the cost of the client with no refunds or makeup lessons applicable.
If throughout the term certain unforeseen circumstances arise that limit a client’s ability to attend lessons, makeup lessons will be considered on a case by case basis. Decisions to undertake recreational activities such as vacations (short or extended) during the term, additional sport or social activities are not valid grounds for consideration for makeup lessons. Only reasonable circumstances that are unavoidable are seen as grounds for consideration for makeup lessons.

In conclusion booking a timeslot for a given term can be likened to engaging in a contract for that period. When a lesson is missed for any reason by Tennis West and its staff, it will be made up unless extraneous circumstances stop that particular lesson going ahead. Along these lines the responsibility is the same for the client to attend the lesson that has been booked and pre-paid unless reasonable circumstances restrict this possibility. We will assume ¼ of the responsibility of missed lessons due to rain, (2 of the total possible missed, 8 lessons) the remainder will be incurred by the client.

At Tennis West we are willing to discuss any grievances you may have, and within our customer policy guidelines stipulate to endeavour to mediate a mutually agreeable solution for any valid complaints. Feel free to contact us to discuss any queries regarding this statement or your eligibility to receive makeup lesson from Tennis West.