Terms and Conditions

TERMS & CONDITIONS

Will to Win Centres are committed to safeguarding and promoting the well-being of customers and players. Everyone associated with the centre should show respect and understanding for the safety and welfare of others.

Users are encouraged to share concerns about any aspect of operations and facilities. All players and visitors are expected to abide by the rules of the Centre.

GENERAL

  • WTW Centres and cafés are strictly non-smoking except for designated areas.
  • Dogs are not permitted on courts* or inside the Pavilion Café/Centre building (and fenced off premises at Hyde Park) with the exception of guide dogs.
  • Riding of bicycles and scooters is strictly prohibited in the Centres’ grounds.
  • Bicycles must only be left in the bicycle racks provided.
  • Only food and refreshments purchased at the Centre may be consumed on the premises with the exception of baby food.
  • People not playing sports should respect players on court by not making too much noise or causing any distractions.
  • Any individuals / groups behaving in any way which is abusive, vulgar, racist, sexist, defamatory, sexually orientated or obscene or which will harass, distress, embarrass or inconvenience any person (including staff) or which might restrict or inhibit the use and enjoyment of the facilities by any person will be asked to vacate the Centre and grounds
  • Please respect your own and others’ possessions. Will To Win accepts no responsibility for items lost, stolen or damaged on the premises.
  • Lost property, balls or equipment found should be handed back to the owner or to reception.
  • Damage caused whilst at Will To Win is chargeable to the offender(s). To the extent permitted by law, Will To Win Ltd will not accept responsibility for any injuries incurred during play at Will To Win in any weather/ground conditions.
  • Personal items should not be left on the premises overnight. Appropriate sporting attire should be worn on court and shirts must be worn at all times. Players are required to wear non-marking footwear when on court. Players cannot wear metal studs on football pitches. Discounts are available for Smartcard holders, Royal Parks’ staff & gardeners, Friends of Royal Parks (with ID), traffic wardens, loyalty card users at the café and reception and on selected activities.
  • Only coaches who have a Will to Win Coaching Agreement may provide and/or charge for coaching services. Use of baskets of tennis balls is restricted to these coaches only.

 

SMARTCARD’S TERMS & CONDITIONS

  • The season runs from 01 April until 31 March.
  • Smartcards run from the date of joining to the end of the season.
  • Existing Smartcard holders will be guaranteed the option of renewal up to and including the 1st April.
  • Will to Win reserves the right to sell additional Smartcards according to court use and demand.
  • Subject to availability, a limited number of Smartcards may be sold from 01 October at a discounted rate.
  • The Smartcard holder must be present on court for any court booking in their name.
  • Smartcard holders may make court bookings up to 7 days in advance.
  • Smartcard holders from other Centres can book 1 day (3 days Hyde Park and Regent’s Park) in advance. All courts must be paid for in advance.
  • Online court bookings can only be made up to 7 days in advance from 7:01am in peak months and 8:01 in off-peak months. To avoid digital exclusion, a limited number of courts are available for online booking. This booking facility is not available for Junior Smartcard holders.
  • Smartcards and associated benefits are centre specific, with the exception of Crossover Smartcards.
  • Junior Smartcards cannot be used for court bookings: Monday – Friday 7-9pm, Saturday after 12pm, Sunday before 4pm.
  • Smartcards are non-refundable and non-transferable. In exceptional circumstances, Smartcard may be suspended and refunded on pro rata basis.
  • WTW may terminate or impose sanctions on Smartcard holders in the event of any breach of the Terms & Conditions.

 

COURT AND PITCH* BOOKINGS

  • Court bookings are available on the hour. Payment must be made upon registration to secure a place.
  • Access to courts that are free of charge has to be agreed with the Centre’s reception before play.
  • Smartcards can be used to access advanced booking.
  • Registered Players statuses can be used to speed up the booking process.
  • Court bookings can be made on online, over the telephone or in person.
  • Court fees are based on peak and off-peak times. Discounts for Smartcard holders apply.
  • Peak and off-peak times are Centre and sports specific and are stated in WTW Welcome brochures and on our website.
  • The player should contact reception on arrival and prior to going on court for court allocation. Specific allocation of court can only be confirmed on arrival at the Centre.
  • Court bookings should be made in the name of a player who will be on the court. Players may be asked to leave the court if the named person who made the booking is not present.
  • Attendance later than 15 minutes after the booked hour may result in the court being sold to another player.
  • Court bookings can be extended for up to 1 hour preceding a booking for an additional fee, subject to availability.
  • Two hour back-to-back individual court bookings are permitted in off peak times only and cannot be reserved online.
  • A full fee applies to play that continues for longer than 15 minutes after the booked hour.
  • When a court booking is made for adult and junior playing together, the adult fee applies.
  • Court usage in adverse weather conditions is at the individual’s risk.
  • Some courts are reserved by Will to Win for Centre programmes, events and league matches.
  • Only coaches approved by Will to Win can operate on the courts, and book courts in advance for individual coaching lessons.
  • Free walk-on courts are available to juniors aged 16 years and under, Monday to Friday between 3-6pm subject to availability. Players should enquire at reception which court to use. Time limit is dependent on court availability. Applicable to junior playing with adult.
  • Mini courts are for the use of juniors aged 16 years and younger only. Adult supervision is required.
  • Refer also to the Cancellation Policy.

 

GROUP COACHING: COURSES, SQUADS & CAMPS

  • Registration should be completed prior to the course start date.
  • Payment must be made upon registration to secure a place.
  • Places are sold on a first-come first-served basis.
  • A signed consent form is required for all junior programmes.
  • Once the maximum number of attendees is reached, a waiting list will be created and attendees contacted if the programme is to be extended.
  • If the maximum number of attendees is not reached, spaces will be sold on pro-rata basis with daily fees including an administration charge. Customers joining late to a programme and paying for all of the remaining sessions are exempt from the administration fee.
  • If a course is undersubscribed and cancelled, the Senior Coach/Centre staff will suggest alternative arrangements to attendees.
  • A missed session may be caught up only via another suitable session at the discretion of the Senior Coach. The arrangement must be made in advance.
  • Missed sessions may not be transferred to weekend drop-in sessions.
  • Missed sessions will not be credited unless there are exceptional circumstances e.g. doctor’s note.
  • Junior Camps will run for the scheduled time irrespective of the weather. Play will continue in the rain whenever safety is not compromised. If necessary, coaches use wet weather resources to aid off court learning.
  • Players must inform us of any medical condition, or disability, which may be relevant to the adult or child booked onto a course. Players must also notify us of any change or deterioration of any such medical condition or disability. We will keep this information confidential and handle such issues with discretion. It is our policy to include any such individuals within the scheduled courses wherever possible, but we reserve the right to refuse the booking if we are regrettably unable to accommodate the needs of the individual.
  • We reserve the right to refuse entry to a course or advise a more appropriate session if any participant is found not to be of the correct age/ability, or is unable to complete a course due to being in the incorrect age/ability group.
  • We are unable to accept replacements in lieu of your booking.
  • In exceptional circumstances and where camp/course capacity allows; the Senior Coach and staff may authorise for an attendee to transfer the reservation to/from another term. An administration fee of £7.00 per transaction applies.
  • Refer also to the Cancellation Policy.

 

GROUP COACHING: DROP-IN SESSIONS

  • Places are sold on a first-come first-serve basis to the maximum number of places advertised.
  • The coaching staff and Management will advise any attendee of a more appropriate session or have the right to exclude them from a session if they are not the right standard.
  • Player standard guidelines for adult programmes are available at Centres and online.
  • Refer also to the Cancellation Policy.
  • A limited number of places for drop-in session is available for bookings up to 7 days in advance by Smartcard holders only. Payment for drop-in session must be made upon booking.
  • A receipt must be retained and handed in to the coach running the session as proof of payment.
  • The following rules apply to all other players:
    • Drop-in sessions cannot be booked in advance.
    • Drop-in session attendees may sign up for a session maximum 45 minutes prior to the session beginning.
    • Attendees may only sign up if present in person at the Centre and pay for the session.

 

JUNIOR COACHING

  • All children booked onto junior courses are fully supervised, but we cannot undertake to supervise children using the courts at other times.
  • All children booked onto junior courses and camps must bring appropriate weather protection on court at the beginning of the session. They are not permitted to leave the court without permission from the coach.
  • Permission for children to go home alone must be given in writing. If written permission is not received and contact cannot be made with parent/guardian, we will keep the child until they are picked up or contact is made. We reserve the right to charge for this supervision.

 

INDIVIDUAL COACHING

  • Individual coaching sessions are arranged directly with the coach concerned.
  • Management of coach bookings is controlled by the coach in question.
  • Coaches are responsible for attending any session they have arranged.
  • Payments can be made directly to the coach who is responsible for court and facility fees as well as at the reception.
  • Further quality assurance, coaching promise and guidelines are accessible online and on the Centre’s noticeboards.
  • Refer also to the Cancellation Policy.
  • Any coaches who are not contracted by WTW will be have to vacate courts immediately. No court fee refunds will be given to individuals involved.

 

CANCELLATION POLICY

 

COURT BOOKINGS

  • Any necessary court cancellations should be made with more than 24 hours’ notice prior to the court booking time. Cancellations made within 24 hours will be charged the full fee.
  • Outstanding charges not paid within 28 days will result in suspension of court booking privileges until payment is made.
  • The full court fee applies if a player chooses to play in adverse weather conditions/on slippery courts and uses the court for more than 30 minutes.
  • In adverse weather conditions the player should contact the Centre to check if play is possible. The Centre will make the final decision. If the court is deemed unplayable, the player can request a credit to be applied to their account.
  • Play in adverse conditions is at the player’s own risk.
  • No cash refunds will be made.

 

COURSES, CAMPS & SQUADS

  • Where the participant wishes to cancel a course or camp, and is not in a position to transfer his/her place to another person or another course/camp, then the following arrangements apply:
    • Course/camp registration cancelled more than 14 days before the first session will be charged an administrative fee of £7, and refunded 100% of the registration fees;
    • Registration cancelled no less than 7 days before the event will be charged an administrative fee of £7, and refunded 50% of the registration fees;
    • Registration cancelled fewer than 7 days before the event will not be eligible for a refund.
  • Any decision to cancel a session due to rain/snow is based on the extent to which courts are affected, and in the case of young players, if rain is likely to be a significant distraction or result in a negative experience. Some sessions go ahead in rain.
  • If the weather forecast prior to the session is poor, any decision to cancel will be made by the Senior Coach as late as is reasonably possible. Whenever possible, customers will be sent an email/text once a decision to cancel has been made. As a last resort customers should call the local Centre for an update. Please bear in mind difficulties in trying to predict the British weather. Our overall intention is for as many sessions as possible to go ahead.
  • If a session runs over half of the designated time and is interrupted due to weather conditions, the session is considered a full session and no credit will be issued.
  • If a session is interrupted due to bad weather conditions before half of the session is completed, the player can request a credit note to be applied to their account.
  • For Mini Camps and Netball Camps, if the weather is inclement, the Senior Coach will run the session unless an official cancellation has been communicated. In such circumstances, a credit note will be offered. If a programme session is cancelled (by Will to Win), the customer should request a credit.
  • In the unlikely event of insufficient numbers, we reserve the right to cancel courses 3 days in advance of the start date. A credit will be applied to customer’s account.
  • If the participant is absent from a session for a reason other than Will To Win cancelling the session due to adverse weather, he/she is choosing to forfeit the time. Only in exceptional circumstances e.g. on presentation of a doctor’s note, will discretion be used to calculate the pro rata rate of the session and a credit note issued.
  • Requests for credits to be applied to customers’ WTW accounts have to be made within 14 days from the date of the cancelled session.
  • Cash refunds are limited to exceptional circumstances and can be requested via a Refund Request Form completed by the player/parent.

 

DROP-IN SESSIONS

  • Any decision to cancel a session due to rain is based on the extent to which courts are affected and in the case of young players, if the rain is likely to be a significant distraction or result in a bad experience. Some sessions go ahead in rain.
  • If the weather forecast prior to the session is poor, any decision to cancel will be made by the Senior Coach as late as is reasonably possible. Customers seeking clarification should call the Centre for an update. Our overall intention is for as many sessions as possible to go ahead.
  • In the event of bad weather (e.g. rain), the extent to which a drop-in session is deemed to have taken place is dependent on the amount of time on court. This is during a coach-led hour and/or during an hour with no coach (when players mix in and play). If less than 30 minutes is completed of each hour player can request a credit note to be applied to their account with the value as follows:
    • the first hour, coach-led: credit for 100% of session
    • the second hour, coach-led: credit for 50% of session
    • the second hour, non-coach led: credit for 25% value of session
    • on occasions when there is a third hour, no credit will be given for this hour
  • If 30 minutes or more per hour is played on court that hour is classified as having taken place. No action should be taken for this hour.
  • If a pre-booked (Smartcards only) drop-in session is undersubscribed and cancelled and does not go ahead, the player can request a credit to be applied to their account.
  • Requests for credits to be applied to customers’ WTW accounts have to be made within 14 days from the date of the cancelled session.
  • No cash refunds will be made.

 

INDIVIDUAL COACHING

Individual coaching sessions cancelled less than 24 hours before are liable to pay the coach in full. This is at the discretion of the coach as he/she is responsible for managing their individual coaching sessions, including the court booking fee.

 

ABOUT WILL TO WIN LTD

Will to Win is registered in England & Wales, registration number 02645191. VAT number is 836184514.

Full company name is Will To Win Ltd., trading as Will to Win.
Registered address: 277-279 Chiswick High Road, London, United Kingdom, W4 4PU
Contact us by email: feedback@willtowin.co.uk

Will to Win Tennis Centres are registered with the Lawn Tennis Association (the LTA).

Each park site has Tennismark or Tennismark+ accreditation and WTW subscribe to the Tennismark or Tennismark+ codes of conduct including: Code of practice for working with Young People, Child Protection Policy, Photography and Filming of Children Policy, Anti-Bullying Policy, Equality and Diversity Policy, Data Protection Act Guidance Note.

These and other policies and procedures available on request from WTW Head Office. Will to Win make every effort to ensure that the details on the website and in flyers are correct. We reserve the right to make amendments at any time and will inform you of any changes.

References to “WTW”, “we”, “us” and “our” should be construed as references to the Will to Win Ltd.

 

* For the Terms and Conditions, the use of Courts shall refer to Tennis Courts, Netball Courts and Football Pitches

 

Updated: January 2017