Terms and Conditions - Will to Win

Terms and Conditions

TERMS & CONDITIONS

Will to Win is committed to safeguarding and promoting the well-being of customers and players. Everyone associated with Will to Win should show respect & understanding for our customers and always act with the customer’s best interests in mind.

All players, visitors & customers are expected to abide by our general rules of use, and we encourage all to share concerns about any aspect of operations & facilities.

GENERAL TERMS

  • Will to Win Pavilion Cafés, Centre buildings, Regent’s Park Studio and Head Office are strictly non-smoking except for designated areas.
  • Dogs are not permitted on courts* or Will to Win indoor facilities (and fenced enclosures at Hyde Park, Chiswick House Gardens and Lammas Park) with the exception of guide/service dogs.
  • Riding of bicycles, skateboards 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.
  • Opening and closing times of our facilities vary throughout the year and are published on our website and the Centres’ noticeboards. Opening and closing hours can change at short notice with inclement weather conditions. Selected courts might be accessible using coded gate access while the Pavilions are closed.
  • All players and visitors must adhere to all notices, signs and information intended for the safety of you and others.
  • Any individuals / groups behaving in any way deemed by Will to Win to be 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.
  • People not playing sports should respect players on court by not making too much noise or causing any distractions
  • Will to Win strive to provide a safe and inclusive environment for everyone. Should you have any concerns during your visit, please bring this to a staff member’s attention immediately. Please refer to Will to Win’s safeguarding policy for any further information.
  • Lost property, balls or equipment found should be handed back to the owner or to the nearest available staff member.
  • Personal items should not be left unsupervised at the premises at any time. Will to Win accepts no responsibility for items lost, stolen or damaged on the premises.
  • Will to Win will seek to reclaim any costs related to the intentional, malicious or negligent damage to property or assets of Will to Win.
  • If you suffer an injury on our premises, it is your responsibility to report it to a member of staff immediately.
  • Will to Win will not accept liability for any injuries incurred during play or visit at Will to Win Centres.
  • Players must inform Will to Win of any medical condition or disability which may be relevant to the person booked into an activity. 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 programmes wherever possible, but we reserve the right to refuse the booking if we are unable to accommodate the requirements of any individual.
  • Will to Win is not liable for any incorrect information supplied by players.
  • Appropriate sporting attire should be worn on court and shirts must be worn at all times.
  • Recommended footwear for different sports surfaces:
    – 3G pitches: Football Boots (moulded stud, screw-in stud), not Trainers (general)
    – AstroTurf pitches: Astro turf boots, not Trainers (general)
    – Grass multi-sport pitches: Football Boots (moulded stud, screw-in stud), not Trainers (general)
    – Hard tennis courts: “non-marking” (the soles are usually colourless), not Astro turf boots, any kind of football boots
    – Lawn bowling green: smooth sole or barefoot, not Football Boots (moulded stud, screw-in stud)
    – Padel courts: Trainers (general), not Football Boots (moulded stud, screw-in stud)
    – Synthetic surface sports court: Trainers (general), not Football Boots (moulded stud, screw-in stud).
  • Discounts are available for Smartcard holders, Royal Parks’ staff & gardeners, Friends of The Royal Parks (with ID), traffic wardens, loyalty card users at the café and reception and on selected activities.

* For the Terms and Conditions, the use of ‘Courts’ shall refer to Tennis Courts, Netball Courts, Padel Courts, Multi-Use Games Areas (MUGAs), Football Pitches and Bowling Lanes.

SMARTCARDS AND PADEL BOOKING CARDS

  • Will to Win reserve the right to amend or limit the number of Smartcards issued and may at its sole discretion withdraw smartcards from sale by making them unavailable to purchase at certain times of the year or at specific centres.
  • Concessions: Student (with valid UK student ID), Senior (with Freedom Pass) and Junior (16 & under) Smartcards are offered at reduced rates.
  • Off-peak Smartcard Plus holders have access to Smartcard Plus benefits excluding Monday – Friday after 5pm, Bank holidays and all-day weekends.
  • Smartcards, Padel Booking Cards and associated benefits are Centre specific.
  • The process of applying for a Concession Smartcard & General Public Concession scheme requires approval of submitted documents.
  • Customers may join a Smartcard waiting list and will be contacted by Will to Win and invited to purchase one at the prevailing price if it becomes available.
  • Will to Win may terminate (without a refund) or impose sanctions on Smartcard holders in the event of any breach of the Terms & Conditions.

Renewal Programme

  • In order to offer an efficient Smartcard and Booking Card renewal service, Wil to Win offers a rolling Card renewal programme. This means that once you have chosen to purchase your Card for the first time, you are agreeing to renew your subscription annually by a recurring payment and any relevant future renewals can be collected automatically (i.e. if you have just paid for 365 days membership, you will be charged by a recurring payment every 365 days for the same membership unless you give notice to smartcard@willtowin.co.uk – see Cancellation Policy/Subscriptions below).
  • Smartcards and Padel Booking Cards run for 365 days from the date of purchasing the card (validation date for concessions).
  • In a situation where renewal payment fails, you will be given a-7-day grace period to update your card details. Failure to do so will result in your Smartcard being cancelled, along with the benefits and discounts associated with it. Your account will change to a “Registered” (non-Smartcard) user type. You will be able to book courts as a “Registered” user with 3 days advance booking and at regular price.
  • The purchase of any Smartcard is non-refundable.
  • Will to Win at its sole discretion may choose to amend the benefits associated with each type of Smartcard.
  • Will to Win at its sole discretion may choose to withdraw the Smartcard and stop automatic Smartcard renewals. Customers will be informed by email.
  • If Will to Win withdraw a type of Smartcard then customers will have the choice of purchasing an alternative benefits card or may request a pro rata refund. All requests for refunds must be made in writing within 28 days of notification. Requests for a refund after this period will not be considered.
  • The refund will be calculated based on the price paid for the annual subscription and will be offered for complete calendar months only. The date the customers refund request is received by Will to Win is the date used for the refund calculation.
  • Your statutory rights are not affected.

COURT BOOKINGS

  • Court bookings are available on the hour.
  • Court bookings can only be made online.
  • All courts must be paid for at the time of making a reservation.
  • 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 for availability, and time limit is dependent on court availability. This is applicable to juniors suitably supervised by, or playing with an adult.
  • A floodlight fee applies for bookings after dusk.
  • Smartcard Plus holders may make tennis court bookings up to 7 days in advance at the Centre at which they hold their Smartcard. Smartcard PLUS holders from other Centres and Smartcard Lite holders can book 3 days in advance.
  • Padel Booking Card Holders can book Padel courts up to 14 days in advance and all other players 7 days in advance.
  • Court fees are based on peak and off-peak times. Discounts for Smartcard Plus holders apply. Peak and off-peak times are Centre and sports specific and are subject to change. Visit our website for our Pay and Play fees. When a court booking is made for adults and juniors playing together, the adult fee applies.
  • 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 released and sold to another player. In this instance, no credit will be issued.
  • Court bookings can be extended for up to 1 hour preceding a booking for an additional fee, subject to availability.
  • A full fee applies to play that continues for longer than 15 minutes after the booked hour.
  • Only single individual court bookings (one per customer) are permitted at peak times each day and two hour back-to-back individual court bookings are permitted in off peak times only and cannot be reserved online.
  • Some courts are reserved by Will to Win for Centre programmes, events and league matches.
  • Only coaches who have a valid signed Will to Win Coaching Agreement may provide coaching services. Only these coaches can book courts in advance for individual coaching lessons. Use of baskets of tennis balls is restricted to these coaches only.
  • Ball machines are not allowed on courts.
  • Mini courts are for the use of juniors aged 16 years and under only. Adult supervision is required.
  • Please refer to the Cancellation Policy for any cancellations information.

GROUP COACHING: COURSES, SQUADS & CAMPS

  • Registrations and payments can only be made online.
  • Places are sold on a first-come first-served basis. Priority booking may be offered to all players already registered onto programmes that are frequently oversubscribed.
  • Consent information is required for all junior programmes.
  • Once the maximum number of attendees are reached, a waiting list may be created and customers will be contacted if places become available.
  • If a course is undersubscribed and cancelled, the Senior Coach/Centre staff will suggest alternative arrangements to attendees.
  • Selected courses may be made available for purchase with the option of choosing sessions players wish to attend.
  • A missed session may be replaced only with another suitable session at the sole discretion of the Senior Coach. The arrangement must be made in advance.
  • Missed sessions may not be transferred to weekend weekly drills sessions.
  • Missed sessions will not be credited into customers’ Will to Win credit accounts 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 inclement weather at the coaches’ discretion. If necessary, coaches will utilise wet weather resources to aid off court learning.
  • 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 of players in lieu of your booking.
  • In exceptional circumstances and where camp/course capacity allows it; 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 may apply.
  • Please refer to the Cancellation Policy for any cancellations information.

GROUP COACHING: STUDIO SESSIONS

  • Places are sold on a first-come first-serve basis to the maximum number of places advertised.
  • Registrations and payments can only be made online.
  • All sessions can be booked two weeks in advance by all attendees.
  • Sessions require at least three people in order to take place.
  • If the player is more than 5 minutes late for a session, they may not be able to train for their own safety.
  • Attendees with low/high blood pressure and/or cardiac irregularities should not attend sessions until they have written permission from their doctor. If in any doubt, consult your doctor. Attendees must notify the Studio of any circumstances affecting their health, which may be affected through continued use of the Studio.
  • Missed sessions will not be credited into customers’ Will to Win credit accounts unless there are exceptional circumstances e.g. doctor’s note.
  • The instructors will advise an attendee of a more appropriate session or have the right to exclude them from a session if they are not the right standard.
  • Attendees are requested to wear appropriate clothing throughout the full range of movement that constitutes Studio sessions.

GROUP COACHING: WEEKLY DRILLS SESSIONS

  • Places are sold on a first-come first-serve basis to the maximum number of places advertised.
  • Registrations and payments can only be made online.
  • A limited number of places for weekly drills sessions is available for bookings up to 7 days in advance by Smartcard PLUS holders only.
  • All weekly drills sessions can be booked three days in advance by all other players.
  • The coaching staff and Centre staff will advise an attendee of a more appropriate session or have the right to exclude them from a session if they are not the right standard.
  • Where a player fails to arrive for a pre-booked weekly drills session, their space might be re-sold after 15 minutes of the session starting.
  • 11th session available to Smartcard Holders at no charge via Weekly Drills Loyalty Scheme must be booked online. Giftcards will be applied to customers’ accounts on the day of the session, once loyalty cards are presented to the reception staff.
  • Please refer to the Cancellation Policy for any cancellations information.

GROUP COACHING: JUNIOR COACHING

  • All children booked onto junior courses and camps are fully supervised, but we cannot 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 be released and go home alone must be given in writing. If written permission is not received and contact cannot be made with a 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 at the rate of £5.00 for every 30 minutes.

INDIVIDUAL COACHING

  • Individual coaching sessions are arranged directly with the coach who is exclusively responsible for managing and delivering these sessions.
  • Coaches are responsible for attending any session they have arranged.
  • Payments can be made directly to the coach by bank transfer or the coach’s credit account via the reception by card or by transfer of credit from customer’s to coaches credit account. Individual Coaching sessions must be paid in full for in advance.
  • Lessons are for one player; additional players are charged at £5 per person (max 3 players). Groups of 4 or more must be arranged via Will to Win.
  • Coaches are responsible for court and facility fees.
  • Quality assurance, coaching promise and guidelines are accessible online and on the Centre’s noticeboards.
  • Any coach who is not contracted by Will to Win found to be performing coaching will be asked to vacate courts immediately. No court fee refunds will be given to individuals involved.

BLOCK BOOKINGS

COVID-19 GUIDELINES

  • All visitors and players are advised to adhere to guidelines and measures we have put in place to make our Centres safe.
  • Please click here to see our recommendations to stay safe for different sports and how to prepare for your visit.
  • We reserve the right to refuse admission to those not adhering to the guidelines and measures put in place to protect you.

CUSTOMER CREDITS (GIFT CARDS) ON WILL TO WIN ACCOUNTS

  • For court and programme bookings (OpenPlay); credits may be purchased in denominations of £10, £20, £50 and £100, or a combination thereof. There are no limitations on value for retail and hospitality accounts credits (Lightspeed).
  • Credits cannot be transferred between programme (OpenPlay) and retail (Lightspeed) accounts.
  • Credits are non-refundable.
  • Credits expire after 2 years.
  • Credits have no redeemable value.
  • Credits cannot be used to pay for guests.
  • Your OpenPlay balance of Credits is available to view online at www.willtowin.co.uk/account/. Please ask a member of our team for your Lightspeed balance of credits.

CANCELLATION POLICY

CANCELLATIONS REQUESTED BY THE CUSTOMER

SUBSCRIPTIONS

  • No cancellation or refund is possible once the 14-day cooling off period is over.
  • For all types of cards, at least 30 days’ notice is required in writing to cancel your subscription (future payments towards subscriptions).
  • Card Holders will retain access to the benefits for the remaining part of your subscription period left from the 365 days of the subscription.
  • Cancellation Notice must be given by email to smartcard@willtowin.co.uk.
  • Will to Win will automatically acknowledge your cancellation email by return email. If you do not receive this email and cannot provide it to us on request, your cancellation will not be valid.

COURT BOOKINGS

  • Any necessary court cancellations must be made with more than 24 hours’ notice prior to the court booking time to receive a giftcard equal to 100% of the original fee to your Will to Win credit account.
  • Cancellation made online by customers will generate one-time-use vouchers that can only be redeemed at the same Centre.
  • Cancellations of transactions paid with a giftcard or a voucher can only be refunded back to the Will to Win credit account if requested via email or Live Chat.
  • Cancellations made within 24 hours are not eligible for any refunds.

GROUP COACHING: COURSES, SQUADS & CAMPS

  • Where the participant wishes to cancel a programme booking, the following arrangements apply:
    – If cancelled more than 7 days before the first session, you will receive a giftcard credit equal to 100% of the original fee to your Will to Win credit account;
    – If cancelled more than 24 hours before the first session but less than 7 days, you will receive a giftcard credit equal to 50% of the original fee to your Will to Win credit account;
    – If cancelled less than 24 hours, you are not eligible for any credit.
  • Cancellations and refunds can be requested over the phone, by email or by using online Live Chats.

WEEKLY DRILLS SESSIONS AND STUDIO SESSIONS

  • Any necessary weekly drills sessions cancellations must be made with more than 24 hours’ notice prior to the session start time to receive a giftcard equal to 100% of the original fee to your Will to Win credit account.
  • Cancellations made within 24 hours are not eligible for any refunds.

INDIVIDUAL COACHING

  • Individual coaching sessions cancelled less than 24 hours before are not eligible for a refund. This is at the discretion of the coach as he/she is responsible for managing their individual coaching sessions, including the court booking fee.

TOURNAMENTS AND LEAGUES

  • Cancellations will vary depending on the tournament or league. Details of cancellations will be communicated for each event.

EXCEPTIONAL CIRCUMSTANCES

  • No money will be refunded apart from refunds for exceptional circumstances listed below:
    – Death of participant/spouse/partner/grandparent/parent/son/daughter. A refund of all activities not completed will be provided in full upon presentation of death certificate or another legal document confirming death. We appreciate due to sensitivity that this may take some time to provide. The refund will be processed as quickly as possible once the documentation is received.
    – Terminal illness of participant/spouse/son/daughter. A refund of all activities not completed will be provided in full upon proof (i.e. medical diagnosis letter, appointment letter, treatment letter or any other support documentation).
    – Long term illness of participant preventing them from playing sports. A refund of all activities not completed will be provided in full upon proof (i.e. medical diagnosis letter, appointment letter, treatment letter or any other support documentation).
    – Leaving the Country permanently. A refund of all activities not completed will be provided in full upon proof of leaving (i.e. proof of residency, VISA/citizenship approval letter, named on new address post letter etc.).
  • When one or more of the exceptional circumstances occur, the customer may request:
    – A refund equal to 100% of the fee paid for all activities customer is not able to attend to be transferred back into customer’s original payment card
    – A refund of Will to Win remaining and valid credit amount to be transferred into customer’s bank account. These must be requested by completing a refund request form.

CANCELLATIONS MADE BY WILL TO WIN

  • 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 it is reasonably possible.
  • Whenever possible, customers will be sent an email and/or text message once a decision to cancel has been made. As a last resort customer should call their Centre for an update. Our overall intention is for as many sessions as possible to go ahead.
  • 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.

COURT BOOKINGS

  • In adverse weather conditions the player should contact the Centre to check if play is possible not earlier than an hour before the booking start time.
  • Play in adverse weather conditions is a personal choice and is at each player’s risk. If the Centre deems the courts unplayable, players can request a credit to be applied to the player’s Will to Win account equal to 100% of the fee paid. The requests must be made within 24 hours and sent in writing (via email or using our Live Chat).
  • If you chose to play in adverse weather conditions/on slippery courts and use the court for more than 30 minutes, you are not eligible for any credit.
  • In the unlikely event of additional courts being required by Programme bookings, we reserve the right to cancel court bookings up to 1 day in advance. A credit will be applied to customer’s account.

GROUP COACHING: COURSES, SQUADS & CAMPS

  • If the weather is inclement, the sessions are deemed to run unless an official cancellation has been communicated. Decisions In such circumstances, will be made as early as possible. A credit will be applied to customer’s account.
  • In the event of inclement weather (e.g. rain), the extent to which a session is deemed to have taken place is dependent on the amount of time on court.
    – If a session runs over half of the designated time, the session is considered as having taken place and no credit will be issued.
    – If a session is interrupted before half of the session is completed, a credit note be applied to players Will to Win account.
  • In the unlikely event of insufficient numbers, we reserve the right to cancel courses up to 1 day in advance of the start date. A credit will be applied to customer’s account.

GROUP COACHING: STUDIO SESSIONS

  • In the unlikely event of insufficient numbers, we reserve the right to cancel sessions 1 day in advance. A credit will be applied to customer’s account and registered participants informed about cancellations via email and text message.

WEEKLY DRILLS SESSIONS, TOURNAMENTS AND LEAGUES

  • In the event of inclement weather (e.g. rain), the extent to which a weekly drills session is deemed to have taken place is dependent on the amount of time on court. This is inclusive of both 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, a credit will 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.
  • If a pre-booked (Smartcard PLUS holders only) weekly drills session is undersubscribed and cancelled and does not go ahead, a credit is applied to player’s Will to Win account.

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 office at Studio BM1S.05 10 Barley Mow Passage, London, W4 4PH.

Contact us by email: feedback@willtowin.co.uk

Will to Win Tennis Centres are registered with the Lawn Tennis Association (LTA). Each venue is a British Tennis Registered venue and has the LTA Venue Safeguarding policy (children and adults), the LTA Diversity and Inclusion policy & GDPR Privacy Policies.

These and other policies and procedures are available on request from the Head Office. Will to Win makes 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 “”, “we”, “us” and “our” should be construed as references to Will to Win Ltd.

Privacy Policy

By agreeing to our Terms and Conditions, you agree and consent to our Privacy Policy that informs how Will to Win processes your data as a customer and/or Card Holder at our Sports Centres and Cafes.

* For the Terms and Conditions, the use of ‘Courts’ shall refer to Tennis Courts, Netball Courts, Padel Courts, Multi-Use Games Areas (MUGAs), Football Pitches, and Bowling Lanes.

 

Last updated: March 2022

If you wish to update your personal details, please login to your Will to Win account at www.willtowin.co.uk/account/.  To manage how Will to Win communicates with you, including any email subscriptions and marketing preferences, please visit www.willtowin.co.uk/preferences/.  To understand how we use & protect your data, please review our privacy policy at www.willtowin.co.uk/privacy/.