Missed Lessons & Makeups

Missed Classes and Make-Up Classes

As we head towards a new year, we thought it be a good time to publish an update about about the parameters around missed classes and make ups. 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 school camp or is unwell.

Please note that We Are Tennis & The Tennis Institute 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. However, as long as you are an active client and are financial, makeups do not expire, so we encourage you to regularly check the customer portal for makeup vacancies.

The following is how we help to you to manage this for group, squad and private lessons.

Group Lessons – Hot Shots / Squad Sessions / Adult Classes

It is very important that you provide us with at least 8 hours notice that your child is unable to attend a group lesson by registering their absence in the customer portal. The portal recognises minimum notice and if it is not registered prior to 8hrs, you are not eligible for a makeup. Registering early enables other clients to see that there is vacancy in a class so they have the opportunity to book.

We ask that you no longer advise us via email, text or phone call – this is so we can keep better track and have everything in the one place. If you do send us a courtesy notification via email or text without minimum notice, it will not qualify for a makeup, but we will communicate the absence to our team.

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

Minimum of 8 hours notice or a medical certificate (if less than 8 hours notice is given) is required to qualify for a make-up class.  If less than 8 hours notice, a make-up will not be offered as we have had no time to fill your spot.

It will be up to you to organise your group makeup class through the online customer portal.  In here you can check all lesson vacancies and book one suitable should there be availability. This includes alternative venues.

We are unfortunately unable to guarantee there will be spots available. It is important to regularly check the portal for vacancy as this often changes.

Makeups will roll over to subsequent terms provided you are an active and financial customer/student.

Private Lessons – Missed Classes and Make-up classes

We do require a minimum 24 hours notice advising that a lesson is unable to be attended. If this notice is not provided we are unable to offer a makeup as the coach has already been booked for your session and must be paid for their time.

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 and 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. Makeups do not expire provided you are an active and financial customer/student.

IMPORTANT: Makeups do not expire. They sit in your customer portal whilst you are an active and financial customer/student. These can be made up any time in suitable lessons with vacancy. These can also be utilised at our ‘Super Sunday’ makeup days when scheduled (these will be communicated via email).

We strongly suggest you attend all your scheduled lessons as booking into your makeups is not guaranteed due to limited vacancies.

Please always assume lessons will run as scheduled when the weather looks unfavourable unless advised otherwise via an automated text message from our software system. We keep a close eye on the forecast and conditions throughout the day as we wish to avoid cancelling and therefor disrupting the schedule.

If you have any questions, please don’t hesitate to reach out to our customer service and administration team via email info@wearetennis.com.au We are here to help you and your tennis journey.