1. Court bookings

Court bookings can be made via the mobile app from 8am, nine days in advance, or eight days in advance at the Member Experience Desk, either in person or over the phone.

Q. How do I access the mobile app?

A. When you open the app for the first time, it will ask for your username and password. These are the same details generated during registration on the website Member’s Area, so please complete that first.

Q. Does the eight or nine days include the current day?

A. No. You can book eight or nine days ahead of the current day. For example, if you are booking on a Monday, you can book for the following Wednesday on the app, or Tuesday via the Member Experience Desk, from 8am.

Q. Why do members booking on the app get an extra day’s booking rights?

A. We encourage members to book online to speed up the process and improve the experience for others at reception.

Q. I do not have access to the internet. How can I book nine days in advance?

A. Our club has Wi-Fi. Please ask a team member, who will be happy to help you register so you can make bookings in the club using the app.

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2. Racquets courses

All courses are available for booking through the Racquets Office once published on the timetable, except Tennis Stars, which is subject to a Priority Booking window. Racquets drills can be booked on the app nine days in advance, from 7pm.

Q. How long in advance can I book a course?

A. Up to 90 days in advance, depending on the course, once it is published on the timetable.

Q. What is a Priority Booking window?

A. This is a period reserved for current child participants in Tennis and Padel Stars to renew for the following term. Bookings will then open to other children. Dates will be advertised in the club.

Q. I pay for my child’s Tennis and Padel Stars course by Direct Debit. Do I need to book again?

A. Yes. Places are not automatically renewed. Please request a rebooking if you would like your child to continue.

Q. Can my child join Tennis and Padel Stars if I am not a racquets member?

A. Yes. We encourage all children to participate, and they are considered full racquets members for these courses.

Q. If my club does not offer tennis or padel, can my child book at another club?

A. Yes, provided your membership package includes access to that club. Please check with your Membership Team.

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3. Payment and refunds

All chargeable courts, classes, and courses must be paid for in full at the time of booking. Refunds apply only if at least 24 hours’ notice is given for a class or court, or before the first session of a course.

Q. Why can’t I pay when I turn up?

A. You can if that is when you are making the booking. However, payment is required at the time of booking to confirm commitment and ensure fair access for other members.

Q. Why can’t I get a refund once a class or course has started?

A. Spaces are limited. Once started, we cannot resell your place.

Q. What is the difference between a class and a course?

A. A class is a single, pay-per-session booking. A course is a series of sessions booked and paid for once, covering the full term.

Q. What if I am unable to attend due to unforeseen circumstances?

A. If you give 24 hours’ notice before a class or the first session of a course, you will be refunded. Less than 24 hours’ notice means no refund applies.

Q. Can I get a refund if I book on the app?

A. Yes. If cancelled more than 24 hours in advance, the refund will be credited to the card used for the original payment.

Q. If I booked on the app, can I get a refund in the club?

A. No. Refunds must be processed via the same method used for booking.

Q. What if I cancel on the app with less than 24 hours’ notice?

A. You may still cancel, but no refund will be given and a late cancellation may apply.

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4. High-demand booking restrictions

Clubs may introduce booking restrictions during high-demand periods. At these times, members may make only one advanced booking per day. Subject to availability, additional bookings can be made 24 hours in advance.

Q. Why limit advanced bookings?

A. To ensure fair access to courts when demand is high.

Q. What times are considered high demand?

A. These are set by the club and reviewed regularly. Please check at reception.

Q. Can children book and play during high demand?

A. Yes, unless specifically restricted by the club.

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5. Booking durations

Booking durations are one hour for singles and doubles during high-demand periods. Padel follows the same rule during high demand, and 90 minutes at other times.

Q. What if my padel booking overlaps with high demand?

A. You may book the full 90 minutes, even if part of your time falls within a high-demand period.

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6. Off-peak membership

Court booking rights follow membership access rights.

Q. What is the latest time I can book as an off-peak member?

A. The latest time is your membership’s final entry time.

Q. What is the earliest time I can book as an off-peak member?

A. The earliest time is your permitted entry time.

Q. Can my child attend Tennis and Padel Stars at peak times if I am an off-peak member?

A. Yes. Children’s access is not restricted. You may accompany them for supervision, but you cannot use the facilities.

Q. Can I book during high demand if I enter before my off-peak cut-off?

A. No. High-demand times are not included with off-peak membership. An upgrade is required.

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7. Player names

All bookings require the names of all players. If names are not available at the time of booking, the booking will remain provisional. Names must be confirmed 72 hours before the booking or the court will be released.

Q. Why must I provide player names?

A. To protect membership rights, allocate correct durations, and support planning.

Q. What if I don’t know a player’s full name?

A. Please check how their name is recorded in the system or use their membership number.

Q. Can I book to practise on my own or with a ball machine?

A. No. Courts may not be booked for solo practice. However, full racquets members may use a free court at the time. Ball machines are not permitted.

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8. Linked members

Classes and courts can be booked for anyone linked to your membership.

Q. Why can’t I book for my partner or child on the app?

A. The primary member must enable permissions for linked members in the app settings.

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9. Junior members

Bookings for junior members under 14 must be made by an adult linked to their membership.

Q. What if the adult is not a racquets member?

A. That does not matter. They may still book on behalf of the junior.

Q. What if the child wishes to play with a parent who is not a racquets member?

A. The parent must pay the relevant court fee at the time of booking.

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10. Private lessons

Courts for private tennis lessons can be booked at reception or via the coach. For lessons within 24 hours, please book directly with the coach.

Q. Can I pay for private lessons at reception?

A. No. Private lessons must be paid directly to the coach.

Q. What if I cancel a private lesson?

A. Please check directly with your coach, as they are self-employed and set their own terms.

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11. No-shows and late cancellations

If a booking is not used or is cancelled with less than 24 hours’ notice, a ‘late cancellation’ or ‘no-show’ will apply unless the court is rebooked.

Q. Why do we have this policy?

A. To reduce wasted court time and allow more members to participate.

Q. What if I arrive but my opponent does not?

A. As the booker, you remain responsible. Please amend your booking if players change.

Q. How will I know if I have received a no-show or late cancellation?

A. You will be notified by email (and by app alert if enabled). Three within 90 days results in suspension of advanced booking rights.

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12. Booking suspensions

Three late cancellations or no-shows within 90 days result in loss of advanced booking rights for 30 days.

Q. Does this mean I cannot play racquet sports?

A. No. You may still join others’ bookings, play on free courts, or join courses and classes. You simply cannot book in advance.

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13. Guests

Guests can be added to court bookings at reception or via the Racquets Team.

Q. Do I need to name my guest?

A. Yes. We require a full name and email address to link the guest to your booking.

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14. Court release

Courts not occupied within 10 minutes of the booking start may be released to other members.

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15. Club pre-bookings and junior restrictions

Clubs may pre-book courts for coaching, competitions, or events, and may restrict junior bookings during busy periods.

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16. Health & Fitness members

Health & Fitness (H&F) members may book courts on the day, subject to availability, for an additional charge.

Tennis/Padel: £15 per player at peak times, £10 at other times.

Squash/Badminton: £7.50 at peak times, £5 at other times.

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17. Misuse by H&F members

If an H&F adult member is found using a court without paying, they must pay the court fee and booking rights for all members on their account will be suspended for one month.