HOW DO I MAKE A BOOKING?
FTA coaches all year round, seven days a week. New customers may make a booking either online, or over the phone, and payment is made at the time of the booking.
Existing customers will be sent an invoice before the end of term which must be settled by the due date to confirm your booking time/day. We take bookings by the semester [half year] but, if you prefer, you may also pay by the term at a higher rate due to the extra administration costs. The term rates are on the back of the invoice and you may amend the invoice as desired. Bookings will not be accepted without fees being paid in advance. As our office is unattended during class time we do not accept fees at your first class. We accept credit card, cheque, direct debit and cash.
Pupils who have not paid by the due date will receive a phone call/s to inquire what you intend doing for the following term. We do this to confirm bookings and to prepare coach rosters/class ratios/hire courts etc. for the next term. Once a booking is made we have a strict NO REFUND POLICY so please be sure of your commitment.
ARE THERE ANY ONGOING CONTRACTS, OR, JOINING FEE?
We do not have a joining fee, nor do we have, ongoing contracts. You may make online booking through our website.
DO YOU GUARANTEE LEARNING?
Yes we do! We understand not all pupils improve at the same rate. If you have a sincere concern with your child’s development please speak with the office. Concerned parents, after the following semester has been paid, may then apply for the “learning guarantee”. If we agree with your concerns about slow progress we will offer your child a free half day [3 hrs] of free coaching in our Holiday FasTrack program. We want you to be happy with our service, but also, for your child to improve and keep playing our great game. The learning guarantee can be requested once per semester and is our way of saying thanks for putting your trust in us.
CAN I HAVE A TRIAL BEFORE I START?
Yes, subject to availability, we offer a one off trial class before starting coaching for all Hot Shots. Just call our office to find a suitable time. If you book in after the trial lesson it is regarded as part of your term fees.
CAN I RECEIVE A CREDIT, OR REFUND, FOR CANCELLING CLASSES AFTER BOOKING IN?
We have a strict no credit or refund policy. When we book you we have already incurred our expenses by booking and hiring the courts, paying for flood lights, confirming coaching arrangements and spending considerable administration costs on organizing ratio’s, standards etc. Therefore if you decide to cancel your booking you will forfeit your entire payment [unless due to long term injury]. We also do not allow pupils to stop mid-term/semester and transfer [credit] payment to another term/semester or have fees credited to another siblings bookings.
As an alternative the pupils may change times/days/class to another day if scheduling permits. If not, fees may be transferred to another NEW sibling, friend or relative to join classes during the same term/semester. We will also allow the balance of fees to be used for a one off tennis clinic.
IF I MISS A CLASS CAN I GET A MAKE-UP?
Although we do not credit missed classes we do offer make up classes subject to your availability. Please call the office to see whether we can organize a make up class for you. The more availability of times and days the more chance we can help you find a class. Due to the limited number of adult classes we have we offer far fewer make up options for adults.
CAN I GET A CREDIT FOR A LONG TERM INJURY, OR, ILLNESS?
Yes credit will be given for any pupils who misses three consecutive classes [less than this we offer make up classes] or more due to a long term injury or illness. Parents need to email our office a signed Medical Certificate to be eligible for a credit. Once pupils resume we calculate and record the amount of credit you are eligible for which may be used for the following terms coaching. Credit is NOT TRANSFERABLE from one sibling or family member to another unless it is a new member joining our academy. Credit may be used for the same, or similar programs [e.g. credit cannot be used from a group class to a private class, but, may be used to change from a group class to a squad.]
Please note: Semi-Private Classes [two pupils per class]. There is NO credit given under any circumstances including illness, holidays etc as when one pupil does not attend the lesson the class will still go ahead with the remaining pupil. [F.T.A. suggest both parents mutually agree on what procedure they use, if any, for missed classes in the event that one pupil misses substantially more than the other pupil]
PRIOR DAYS NOTICE MUST BE GIVEN TO AVOID PRIVATE CLASS CANCELLATION FEES
CANCELLATION: Please give your coach as much notice as possible if you are unable to attend your lessons. If 24 hours [day before] notice of cancellation is not received the full fees for that class will be charged. Please ensure you get the coach’s mobile number on your first class or call our office 9813 8484.
CREDIT: Semi-private classes are NOT eligible for a credit [read above]. If one pupil misses a semi-private class no make up or credits are offered as the lesson goes ahead with the other pupil in the class regardless. Parents of different families need to work out between themselves how to resolve the payment of one for the other when classes are missed by just one pupil. If both parents cancel, a credit will be given. Private classes who miss more than three classes due to illness and have a signed Medical Certificate are eligible for credits for those weeks. If a pupil cannot make a class a suitable standard replacement player may be invited instead to attend coaching in their place.
RAIN & INCLEMENT WEATHER?
WHAT HAPPENS IF IT RAINS BEFORE MY CLASS?
There is no need to call us as we will sent a text message as soon as we declare coaching is postponed due to rain. Normally we do this around 3.3o-3.45 pm of the nights coaching to give the weather every chance of improving. If you fail to attend, and the class goes ahead, you will miss a lesson.
WHAT HAPPENS IF IT RAINS DURING MY CLASS?
In the rare event your class is washed out during the lesson the remainder of the class will be held indoors. F.T.A. are experienced at conducting professional and productive indoor theory structured classes. As parents drop off and collect kids there is an expectation that once classes start they will be completed.
ARE ALL LESSONS GUARANTEED? WHAT HAPPENS IF MY CLASS DOES NOT OBTAIN ALL LESSONS IN A TERM?
We guarantee all classes against wash/heat outs/public holidays [but not if you are absent from a lesson]. Therefore the term is only completed once all classes are completed. Due to the school term being longer than 9 weeks – from 10 to 12 weeks – if a class is postponed it is made up by using the extra weeks in the school term. Due to this procedure your 9 week term may finish before the end of the school term.
In the rare event that all classes have NOT been completed in a school term, all outstanding classes roll over as a credit into our School Holiday Clinics FasTrack program to the equivalent of one half day clinic [3 hrs of coaching 9.30-12.30 pm held daily] for each lesson missed. Credits must be used exclusively in the subsequent 2 week Holiday period. [E.g Credit from term 1 must be used in April Holidays Clinics].
Call our office to make your FasTrack Holiday booking. For your convenience we offer Holiday clinics, Monday to Friday, both weeks of all Holidays, every school break. We also have Boot Camps Clinics for older students from 14 yrs and above.
Private lessons outstanding are also held over the school holiday break. Organize this direct with your coach.
WHAT HAPPENS IF WEATHER IS UNPLEASANT: HEAT/WIND/COLD?
Classes may be conducted in “unpleasant” weather conditions e.g. drizzle, heat, cold, wind etc. and will only be cancelled in the event weather conditions make playing tennis dangerous e.g. slippery courts. At all times our duty of care to our students is paramount. Classes are, though, modified in extreme weather conditions to allow for a productive and safe class to take place.
WHAT IS OUR SUNSMART POLICY?
37C Heat Out Policy: Once the temperature is 37C all classes we will notify you by text that the classes have been postponed to the following week
- Provide regular drink & rest breaks during classes
- Water down pupils with hoses
- Conduct the class with non-competitive and less physical games/activities e.g. serving to targets
- Conduct lessons & demonstrations in shaded areas where possible
- Recommend using & supply pupils with sunscreen & cap.
CAN I CHANGE CLASSES MID-TERM?
Pupils may have to change class likewise for many reasons, the main one being, the class needs regrading. This policy also includes private one on one classes. Once allocated a class time and day you are placed into that class there-after. Once pupils are booked into a suitable standard class it is expected that they will remain in the same class. If, though, you must change the time or day of your class mid term please call our office. The more flexibility the better chance of finding a suitable alternative suitable class.
COULD MY COACH CHANGE MID-TERM?
Futures Tennis reserves the right to replace your coach with no prior notice during the term. There are many reason your coach may have to be replaced, either as a one of,f or permanently: illness, holidays, change of coach schedules, coach resigns etc.
HOW DO WE GRADE CLASSES AND WHAT ARE OUR DEVELOPMENTAL PATHWAYS?
New bookings are initially graded over the phone based on age & experience. Our manager attends all classes the first week of each term to grade new bookings. If we find you are in a class which is not your standard we will then find a more suitable class, subject to availability. The more flexible you are the more chance you have of finding the “perfect” class. Futures has eight developmental coaching programs from our Launch Pad program for the very young to our Grand Slam squad coaching programs. Usually the entire class progresses to a new program as all pupils are improving equally.
HOW IS PROGRESSION ASSESSED?
All pupils are graded by coach assessment and through our Rewards Program “My Tour” on court tasks. All Hot Shots [3-12YRS] are also assessed with a Hot Shots Competency Assessment once per semester via email sent direct to their parents. We also encourage parents to discuss with the coach after lessons how pupils are going. Any queries/concerns about coaching please speak directly to the coach. Futures coaches value hearing your feed-back! As pupils develop their competencies are marked as achieved and they move to the next level of the Hot Shots program.
WHAT PUBLIC HOLIDAYS & LONG WEEK-ENDS ARE THERE?
The below holidays there will be no tennis coaching held:
- All Long Week-Ends Public Holidays and Public Holidays held Monday to Friday.
- Public Primary School Holidays
The day before long-week-ends coaching/comps still go ahead as usual.
WHEN CAN I PLAY COMPETITION?
Our Friday Night IN HOUSE Comp is held at East Malvern Tennis Club each term and is an 8 week season. We offer this starter comp to all players who can serve, rally and score from Red Ball up.
Rain: As soon as a decision is made that the night is postponed due to rain we will text you a message.
Absenteeism: If you fail to attend you will not register a score for that night and NO MAKE UP can be held since the comp is only held on Friday Night.
Credits/Refunds: We cannot offer credits, make up or cash refunds when you miss a session.
WHAT TO BRING?
Tennis runners [ripple-sole runners are not permitted], water bottles to take on court, racquet, suitable attire for running e.g shorts and t-shirt, sunscreen, cap.
Lost property can be found for E.M.T.C. pupils in the club house in the cupboard marked “Lost Property” to the right of the Club Championship board.
At all other venues speak directly with your coach.