GROUP CLASS WASH / HEAT OUT & ABSENTEEISM [with 2 hrs NOTICE] - MAKE-UP POLICY
NOTIFICATION OF A WASH / HEAT OUT CLASS
FTA will notify you by text message as soon as a wash / heat out [above 37C] is declared. If you do not receive a text message, please assume lessons are going ahead. Your customer portal will automatically offer you a make-up class in lieu of all cancellations for wash / heat outs.
ABSENTEEISM THROUGH THE CUSTOMER PORTAL
To be eligible for a make-up class due to absenteeism you need to notify the customer portal of your cancellation 2 hours before the class start time. FTA does NOT offer credits or refunds under any circumstances.HOW TO CLAIM A MAKE-UP CLASS?
To claim a make-up please wait 24 hr after the cancellation time and reschedule another lesson through the portal. For your convenience classes are held seven days a week at all FTA venues and are eligible for use for a ten week period from the issue date. You will only have access to book into make-up classes of your same approximate standard. FTA's office cannot claim a make-up, on your behalf, as they need to be claimed through your personal portal. [NOTE: If you do not have the portal download the thinksmart app customer portal onto your phone or go to our website homepage and click on the customer tab. You are sent login details when you first book into classes. For all login queries/assistance please call the office 9813 8484.]
WHAT HAPPENS IF WEATHER IS UNPLEASANT: HEAT / WIND / COLD?
Classes will 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.
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 indoor theory classes. As parents drop off and collect kids there is an expectation that once classes start they will be completed.
PRIVATE / SEMI-PRIVATE CLASS WASH / HEAT OUT & ABSENTEEISM [with 12 hrs NOTICE] - MAKE-UP POLICY
NOTIFICATION OF WASH / HEAT OUTS [at 37C]
FTA notify you by a text message as soon as a wash / heat out [above 37c] is declared. The class will be added to your portal for you to make-up within ten weeks.
FTA offers make-up private classes for all classes cancelled due to rain, heat outs and absenteeism [with 12 hr notice before your class start time through the customer portal]. We do NOT offer credits or refunds. For your convenience make-up private classes may be used seven days a week, at any FTA venue. FTA do not guarantee the same coach, or your usual day/time, as make-up classes need to be taken at a different time other than your usual booking time. Make-up private classes are valid for ten weeks from the issue date. When a semi-private class is cancelled both pupils must agree to the make up day/time.
PRIVATE CLASS 12 HOURS NOTICE OF CANCELLATIONS
To be eligible for a absenteeism private class make-up FTA requires 12 HOURS NOTICE OF ALL CANCELLATION THROUGH THE CUSTOMER PORTAL. If 12 hours notice is not received through the portal you forfeit the class. [Note: FTA still incurs the costs of court hire, coach wages, lights. E.g. 8pm class must be cancelled by 8am the same day.] Alternatively, if you cannot attend, you may consider offering your lesson to another family member, friend etc. Wash / heat outs are completed for you automatically. To claim a make up private class select a suitable class on our customer portal or call our office.
FEES POLICY
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.
Bookings with full payment in advance is compulsory to be eligible for FTA Public Liability Insurance. An invoice is sent to existing customers by email & must be paid by the due date. Bookings are only confirmed once fees are paid, therefore, pupils who do not pay fees by the due date may lose their class time to a wait-list pupil. Your booking is ongoing from term to term, or, semester to semester [half year]. We accept credit card, direct debit and cash payments. 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?
NO we do not have a joining fee, nor any, ongoing contracts. You may make online booking through our website.
CAN I HAVE A TRIAL BEFORE I START?
Yes, subject to availability, we offer a one off trial group class before starting coaching for all Hot Shots 3-12 year olds. 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.
PROMOTIONAL AUTHORIZATION POLICY
By enrolling into our programs, you also authorise Futures Tennis Academy the right to use images [photo’s, video] of the participant/s in the program for strictly promotional purposes only i.e., promotional flyers and posters, Futures website, Tennis Australia database etc. If you have any objection, please advise us before the term so we can delete you from any promotional photo’s etc..
CHANGING & DISCONTINUING CLASS POLICY
It is expected that pupils will remain in the same class until the end of term/semester. If, though, you must change class midterm / semester please call our office. The booking day / time we have selected is the best class we can offer you within your availability, therefore, if you change time, we cannot guarantee an alternative class can be found that is “as” suitable. If a pupil decides to discontinue coaching for any reason apart from a long-term injury [refer “Credit Policy”] you will NOT be eligible for a credit or refund.
GRADING / ASSESSMENT / FEED-BACK POLICY
New pupils are initially graded into classes based on age & experience. We have many different programs for all standards. If after coach assessment, we deem you are graded inappropriately we guarantee we will make every effort to find a suitable class subject to your availability. Pupils graduate to more advanced programs subject to coach assessment at the end of each semester. All concerns about on-court coaching matters please speak directly to the coach. If you would prefer to change coach, or have other feed-back, please email the office.
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 off or permanently: illness, holidays, change of coach schedules, coach resigns etc.
WHEN CAN I PLAY COMPETITION / LEAGUES? MAKE-UP POLICY?
Our Friday Night Juniors Hot Shots 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.
NOTIFICATION OF RAIN OR HEAT OUT [37C or above]
As soon as a decision is made that the night is cancelled due to rain we will text you a message. You will be eligible for a make-up tournament on the online portal.
ABSENTEEISM
If you fail to attend you will not register a score for that night and NO MAKE-UP can be held.
MAKE-UPS FOR RAIN/HEAT OUTS
FTA offer all wash/heats comp [37C or higher] a make-up at either of our Hot Shots tournaments on the Friday afternoon of each school holiday Camp from 1-3.30pm. To book a make-up tournament in our red, orange or green comp refer to the make up policy for classes.
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.
CREDIT POLICY - Long Term Injury / Illness
Credit will only be given for pupils who have a long-term injury/illness that prevents attendance at classes for more than THREE weeks or longer. To be eligible we must be sent a signed Medical Certificate. Once pupils resume the pro rata amount of credit you are eligible for may be used for the following terms coaching. Credit can only be used for the same person & program that you originally booked in for and cannot be transferred from one sibling to another. Pupils who are injured/illness for 2 weeks or less please refer to absenteeism policy.
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 but the lesson the class still goes 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]
ARE CLASSES HELD ON PUBLIC HOLIDAYS & LONG WEEK-ENDS?
The below holidays there will be no term or semester tennis coaching held:
1. All Long Week-Ends Public Holidays and Public Holidays held Monday to Friday.
2. Public Primary School Holidays.
The day before long-week-ends coaching/comps still go ahead as usual.
WHAT IS OUR SUNSMART POLICY?
37C Heat Out Policy: Once the temperature reaches 37C all classes will be notify via text that the class has been cancelled. After 24 hours you will be able to book in for a make up class using the customer portal. Refer above "make up policy". Our sunsmart policy provides:
1. Regular drink & rest breaks during classes
2. Water down pupils with hoses
3. Conduct classes with non-competitive and less physical games/activities e.g. serving to targets
4. Conduct lessons & demonstrations in shaded areas where possible
5. Recommend using & supply pupils with sunscreen & cap.
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?
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.