Frequently Asked Questions

FAQs Answered!

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

How do I register my details with the centre?

You can register online, in person at the reception and over the phone.

Can I register a child?

Yes. The quickest way of registering your child and all relevant consents is by registering online.

How do I know my personal details are secure?

Personal information is handled and dealt with appropriately and there are safeguards we follow to ensure this. WTW treats personal information lawfully and correctly.

How can I update my personal details or delete my account?

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 privacy@willtowin.co.uk.

Making a court* Booking

How can I book courts?

Online, in person and over the phone. You’ll need to pay for the court when you book.

Do I have to be a cardholder to be able to book courts?

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.

Are the racket hire and tennis balls included in the price?

No, we do not normally provide equipment for individual bookings but we sell tennis balls at the centre from £6 per can and hire a demo racket from £3 (we would hold a deposit). If you purchase the racket after trying it hire charge will be taken off the retail price.

What if I need to cancel my booking?

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 ringing your centre.
Please go to https://www.willtowin.co.uk/terms-and-conditions/ for full details of our Cancellation Policy.

How far in advance can I book?

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.

Are all activities available for online bookings?

Yes. All our activities are available for online bookings inline in different types of benefits for different user types e.g. non-Smartcard holders can only book drop-ins one day in advance. All activities available online are also available to book through the reception

Can I book a drop in session online or over the phone?

Yes. All players can book drop in sessions online one day in advance. Smartcard holders can book these sessions online up to 7 days in advance.

Cancelling a Booking

How can I cancel a booking?

To cancel a court booking, please email or ring the reception. You can cancel courts online if you originally book your court online. 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.

What if I book an activity but don't turn up, or if I need to cancel at the last minute?

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.

What if courts are unplayable?

If the courts/pitches 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.

How do I claim a credit?

As any credits issues are added you tour credit account, you can use any credits against your future payments at any of the WTW venue online and in-house.

Smartcards and renewals

How do I purchase a Smartcard?

All Smartcards have to be purchased online so we can capture your consents 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.

How do I cancel future subscriptions?

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 smartcard@willtowin.co.uk not later than 30 days before your Card’s the 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 Concessions?

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.

Individual Coaching

How do I book an individual 1:1 coaching session?

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.

Can I book a lesson at reception?

No. Our coaches operate on a self-employed basis and organise their own timetables.

How much does an individual session cost?

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.

Can 2 or 3 people attend individual sessions?

Yes, you must however let the coach know of your intension. There is likely to be an additional fee for a small group session.

Can I cancel my individual 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.

Can I bring my own coach to the centre?

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.

*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: March 2019