Frequently Asked Questions (FAQs)
For further information regarding any of the topics listed below, please click on the heading to reveal the answer to some frequently asked questions and additional information that may be of interest to you.
If you don’t find the answer to your question, please call one of our venues, and a member of our team will be more than happy to help you.
Personal information / registration
You can only register your details online.
Yes. The quickest way of registering your child and all relevant consents is by registering online.
Personal information is handled and dealt with appropriately and there are safeguards we follow to ensure this. WTW treats personal information lawfully and correctly.
You can amend some of your personal information via your online account. Changes to other details and request to delete accounts have to be made in writing to email@example.com.
Making a court* Booking
No. We are a public facility and anyone can book a court. The Smartcard holder scheme is designed for regular players and allows to book courts with a discount and up to 7 days in advance.
No, we do not provide rackets and balls for individual bookings but we sell Tennis and Padel equipment at the centre. Please ask our Centre staff for advice.
We do not offer refunds against court bookings but you can cancel the booking you made online by going to your online account. A credit will be applied to your account if the cancellation is made more than 24 hours in advance. Any cancellations that occur after the 24 hr deadline will not be refunded. You may also cancel bookings by messaging us via our live chat or calling your Centre.
Please go to https://www.willtowin.co.uk/terms-and-conditions/ for full details of our Cancellation Policy.
Smartcard holders can book up to 7 days in advance. Other users can book up to 3 days in advance. This means on Monday at 12.01am Smartcard advanced booking is possible until end of the day next Monday. The online Booking system starts daily at 12:01am.
Yes. All players can book weekly drill sessions online three days in advance. Smartcard holders can book these sessions online up to 7 days in advance.
Cancelling a Booking
You can cancel your court booking online. You can also send us a message on our live chat, email or ring the reception. You will be refunded the booking fee if the cancellation is made more than 24 hours in advance. Please contact the reception, should you wish to cancel your reservation for a course or a camp.
Our terms and conditions state that those who book a court/pitch but don’t turn up, or who cancel within 24 hours of the activity taking place, will be charged a cancellation fee that equals the full booking fee. Different rules apply to course and camp bookings. Please see our cancellation policy.
If all courts/pitches throughout your booking are unplayable, the booking will be credited to your account so you can use this credit against another purchase online or in-house. Please refer to the cancellation policy for course and camp cancellation due to adverse weather conditions. No refunds will be given in cash.
Smartcards and renewals
All Smartcards have to be purchased online so we can capture your consent and so the system can save your card details for future renewal payments. Please ask a member of our team for assistance, should you come across issues, when purchasing a Card of your choice.
Should you not wish to continue with your subscription into the next year (after your current subscription expires), please let us know in writing by emailing firstname.lastname@example.org not later than 30 days before your Card’s end date. We will cancel your upcoming subscription and payment for you (we will not attempt to take a payment from your credit card on the day of your Smartcard or Padel Booking Card’s expiry date). Please note that we do not operate on Direct Debit system and therefore you cannot cancel these payments via your bank.
How do I change from one Card type to another e.g. from Smartcard PLUS to Smartcard PLUS Concession?
Our system allows for more than one Card to be active on your profile you can therefore purchase a new Smartcard PLUS Concession at any time, before your existing Smartcard PLUS expires. To purchase a new Card, simply select it from the list of Cards available and pay online. If it is a Concession Card, you will need to upload a copy of proof of your eligibility to the discount.
Please contact the coach of your choice directly. Mobile numbers for coaches are available on the website and at the centre’s reception. When leaving them a voice or a text message, please clearly give them your name, contact number and – very important – availability. Coaches aim to get in touch within 48 hours, and will offer advice if they are unable to coach at your preferred times.
No. Our coaches operate on a self-employed basis and organise their own timetables.
Prices depend on the coaches’ qualifications and often time booked (peak or off-peak). Details are available from the coaches’ information sheets and on the website.
Yes, you must however let the coach know of your intention. There is likely to be an additional fee for a small group session.
Please try to give the coach at least 24 hours notice if you cannot make the scheduled session. The coach may still charge you for missed or cancelled sessions if they cannot be rescheduled.
No. Only coaches who have a Will to Win Coaching Agreement may charge for coaching services. Use of baskets of tennis balls is restricted to these coaches only.
COVID – 19 Related
If you are do not have a smartphone, or are unable to download the app, you can manually leave your details at our Reception.
You are not required to wear a mask whilst playing tennis.
*For the FAQs, the use of term ‘Courts’ shall refer to Tennis Courts, Netball Courts, Padel Courts, Multi-Use Games Areas (MUGAs), Football Pitches, Bowling Lanes and Petanque Courts.
Last updated: August 2020