OUR
POLICIES

It is the responsibility of each participant to attend all scheduled classes during the term or semester. Credits or refunds are not provided for sessions missed by a participant. If a class is cancelled by Futures Tennis Academy due to rain, unsafe court conditions or extreme heat, or if a participant is unable to attend a scheduled session, a make-up class may be provided. To be eligible for a make-up due to absence, the participant’s absence must be submitted through the Futures Tennis Academy online customer portal at least three hours before the scheduled class start time. Make-up classes are available seven days a week across FTA’s main venues during the school term and must be booked directly through the customer portal. All make-up classes must be booked and completed within 10 weeks of the original missed or cancelled session, including school holiday periods. Make-up classes are subject to availability and must be completed by the participant originally enrolled in the program.

To book a make-up class, access the Futures Tennis Academy customer portal by downloading the ThinkSmart Portal app or by visiting our website and selecting the Customer Portal button on the homepage. Eligible make-up credits will generally appear in your account within 24 hours of a submitted absence or a class cancelled by Futures Tennis Academy. When creating or accessing your portal account, please use the same email address provided during registration, as this is required to link the account to the participant’s booking. Make-up credits can be used to book any available class that is appropriate for the participant’s level and schedule. All make-up lessons must be booked directly through the customer portal and cannot be booked by the office.

Pupils are expected to remain in their allocated class until the end of the term or semester. If you need to request a class change during the term or semester, please contact the Futures Tennis Academy office directly. The original class day and time are allocated based on the participant’s availability and the most suitable option available at the time of booking. While we will make every effort to find an alternative class, we cannot guarantee that another suitable day, time, venue or class level will be available. If a pupil chooses to discontinue coaching for any reason other than a long-term injury or illness, no credit or refund will be issued. Please refer to our Credit Policy for information regarding long-term injuries or illnesses.

If an assigned coach is unavailable for a scheduled class, Futures Tennis Academy reserves the right to provide a suitably qualified substitute coach. Where a substitute coach cannot be arranged, the session may be postponed and an alternative session or make-up class will be provided.

A pro-rated credit may be granted where a pupil has a long-term injury or illness that prevents them from attending classes for three consecutive weeks or more. To be eligible, a signed medical certificate confirming the period of incapacity must be provided to Futures Tennis Academy. Once the pupil is able to resume coaching, the applicable credit will be applied toward future sessions in the same program. Credits are valid only for the individual originally enrolled and cannot be transferred to siblings or other participants. For injuries or illnesses lasting two weeks or less, please refer to the Absenteeism and Make-Up Policy.

An invoice will be issued by email and must be paid in full by the stated due date. Payment in advance is required to confirm and maintain a participant’s booking. Outstanding fees may result in a booking being suspended or the place being offered to another participant.

Futures Tennis Academy may offer both term and semester booking options. Where a reduced semester rate is offered, this is based on a commitment to the full semester. A semester booking covers both terms within that period, and discontinuing between terms does not convert the booking to a single-term booking.

Participants are expected to remain enrolled for the full term or semester booked. Refunds are not provided where a participant changes their mind, becomes unavailable or chooses to discontinue. This includes withdrawals between terms within a semester booking. For long-term injury or illness, please refer to the Futures Tennis Academy Credit Policy.

Where applicable, an account credit may be provided under our Credit Policy. Futures Tennis Academy may also, at its discretion, provide a credit as a gesture of goodwill. Discretionary credits do not create an entitlement to a refund and, unless otherwise agreed, and are not redeemable for cash. Fees are not refunded or credited for individual missed sessions. Where eligible, participants may access a make-up lesson in accordance with the Futures Tennis Academy Absenteeism, Wash & Heat Out - Make-Up Policy.

Existing bookings will automatically continue into the next applicable booking period unless the Futures Tennis Academy office is notified otherwise. Where a participant has already committed to a semester booking, choosing not to attend the second term is treated as a withdrawal from the existing semester booking, not cancellation of a new booking.

New pupils are initially placed into classes based on their age, experience and the information provided at registration. Futures Tennis Academy offers programs for a wide range of playing levels, and coaches will assess each pupil during their sessions. If a pupil is considered to be in an unsuitable class, we will make every effort to offer a more appropriate option, subject to availability. Progression into a higher-level program is based on coach assessment and is generally reviewed at the end of each semester. For concerns relating to a pupil’s coaching or development, please speak with the coach or office. Requests to change coaches or any other feedback should be submitted to the Futures Tennis Academy office by email.

By enrolling in a Futures Tennis Academy program, the participant or their parent or guardian authorises Futures Tennis Academy to photograph or record the participant during coaching sessions, competitions and academy events. These images and recordings may be used for promotional and communication purposes, including on the Futures Tennis Academy website, social media channels, flyers, posters, newsletters and relevant Tennis Australia platforms. Images will not be sold or used for purposes unrelated to Futures Tennis Academy’s activities. Participants who do not wish to be photographed or recorded must notify the office before the beginning of the term or semester so that reasonable steps can be taken to exclude them from promotional content.

No coaching sessions are held on Victorian public holidays or during Victorian public primary school holiday periods. These dates are excluded from the coaching calendar, and participants are not charged for sessions that would otherwise fall on these days.

If a class is cancelled due to rain, unsafe court conditions or extreme heat of 37°C or above, participants will receive a text message as soon as the decision has been made. If you do not receive a cancellation message, please assume that the class will proceed as scheduled. If rain begins during a coaching session, the coach may continue the class with an indoor theory-based lesson where suitable facilities are available. Once Futures Tennis Academy declares a washout, all remaining coaching sessions affected by the cancellation will not proceed, and eligible make-up credits will be added to each participant’s customer portal. School-based morning and lunchtime sessions will proceed regardless of the weather, with modified indoor or theory-based activities conducted where outdoor coaching is not possible.

Classes may continue in less-than-ideal weather conditions, including light drizzle, warm or cold temperatures and windy conditions. Sessions will only be cancelled where Futures Tennis Academy determines that the weather or court conditions present an unacceptable risk to participant safety. Coaches may modify the session format, intensity or activities where appropriate. Futures Tennis Academy will always prioritise its duty of care when making decisions regarding weather conditions.

Permanent private lessons allow participants to secure a consistent day and time for the full term at a discounted rate. Any eligible make-up lessons must be booked and completed within 10 weeks of the original missed session, including during school holiday periods. Make-up lessons are subject to coach and court availability.

If a participant is unable to attend a private or semi-private lesson, the absence must be submitted through the customer portal at least 10 hours before the scheduled start time. Providing the required notice will allow the participant to receive an eligible make-up credit, which must be used within 10 weeks of the missed lesson, including during school holiday periods. Where less than 10 hours’ notice is provided, the lesson will be forfeited and the full fee will remain payable.

For semi-private lessons, if one participant attends, the lesson will proceed as scheduled and will be considered delivered. A participant who does not attend may not be eligible for a make-up, credit or refund, as the scheduled semi-private lesson has still taken place.

Participants may arrange for a family member or friend of a suitable playing level to attend in their place. If a lesson is cancelled by Futures Tennis Academy due to rain, unsafe court conditions or extreme heat, a make-up credit will be added to the participant’s customer portal. Futures Tennis Academy incurs coaching, court and operational costs in advance, regardless of whether a participant attends.