We Are Tennis Policy

MISSED LESSONS & MAKEUP-POLICY

We thought it would be a great time to talk about our policy when it comes to making up missed classes.

Whilst it is ideal for students to attend all their classes, we do understand that sometimes a class will need to be missed  – this could be due to the fact that you are going on holidays, or your child is going on camp or is unwell.

Please note that We Are Tennis offers this as a courtesy to our clients and students. 

We cannot always guarantee that a make-up class will be available due our student and coach ratios.

The following is how we help to you to manage this for both group and private lessons. Please take the time to read through this.

GROUP LESSONS (Hot Shots/Squad/Adults)

Register an account for our online customer portal where you can notify absences and book make-up lessons (subject to availability). It is very important that you provide us with minimum 8 hours notice that your child is unable to attend a group lesson via the customer portal. 

We ask that you no longer advise us via text or phone call – this is so we can keep better track and have everything in the one place.

In terms of us providing you with a make up class:

• As mentioned above, minimum 8 hours’ notice or a doctors note (if less than 8 hours notice if given) is required to qualify for a make-up class
• It is up to you to notify us of absence in order to book make-up. The online customer portal is the avenue in which to notify this.
• Once you are logged in to the portal, relevant make-up vacancies will be visible. Please note that when lessons are full, vacancies will not be visible. Please remember to look towards future weeks as some students may have registered an absence. We are unfortunately unable to guarantee there will be spots available, however, the portal is set to display vacancies at four different venues to provide more options. 
• We ask that Make-up classes please be organised within 2 weeks of the missed class
• Please email info@wearetennis.com.au if you have any queries. 

If you don’t provide us with a minimum of 8 hours notice or a doctors note (if less than 8 hours), a make-up will not be visible, or offered. 

PRIVATE LESSONS

• Please provide us with minimum 24 hours notice – if this notice period is not provided we are unable to provide you with a credit as the coach as already been organised for your session.  Please note that this will be reviewed on a case by case basis.
• For Private lessons, we MUST receive a notification via text or email with minimum 24 hours notice to qualify for a makeup session. Anything outside of these requirements will NOT qualify for a makeup. Please text 0434 700 446 or email info@wearetennis.com.au 
• Semi-private lessons: if one student is away for their lesson, and the lesson still runs with the other student, a makeup for the student who missed the lesson is NOT provided, as the lesson still went ahead. If both students are away, we still require notification as per ‘Private lessons’ above to qualify for a makeup (minimum 24hrs notice by text or email). Please ensure you understand this when booking semi/shared-private lessons. 
• Please contact us via the ‘contact us’ tab in the portal, or email us at info@wearetennis.com.au to request availability for a makeup private lesson. Private makeup lessons cannot be booked via the customer portal.

RAIN / HEAT AFFECTED CLASSES

If there is an entire class affected by rain or extreme heat (‘Wet Bulb Globe Temperature WBGT 34.0 Degrees Celsius – this is the ‘Feels Like’ temperature on Weatherzone), you will be eligible for a makeup.

There will be no credits. Provided you are an active and financial customer/student, your makeups will sit open to utilise in the Customer Portal for 12 months. After this time, they expire. This provides clients with ample opportunity to makeup sessions. 

• If there is an entire class affected by rain, you will be notified as early as possible by text message that the class is cancelled. A makeup session will automatically be listed in your customer portal. Please remember that it is in everyone’s best interests to ensure classes run as scheduled, and as such, please always assume lessons will run as scheduled UNLESS you’re advised otherwise. Sometimes, lessons are washed out half way through a class. In this instance, if the lesson has been facilitated for half of its normal duration, it counts. If under half, a washed out makeup shall be applied to your account. 
• In the case of multiple washouts/heatouts, you will be invited to attend a session that we schedule – details regarding this shall be communicated via email or text message.
• If the new session does not suit you, you’re welcome to book in to alternative sessions (subject to vacancy) during our usual term schedule. 
• There may be multiple wash-outs in a Term with no penalty to the client
• The value of makeups can also be utilised towards our increasingly popular holiday programs.