Frequently Asked Questions - New trading terms
FREQUENTLY ASKED QUESTIONS
FAQs about our new trading terms from Term 4 (October 2023) for our weekly group lesson program
Question: What happens in the case of rain or heat and a lesson is cancelled. When can I make it up?
Answer: There are 3 options for you to choose from –
- If a lesson has been cancelled due to rain or heat, you can make-up the class by signing into your customer portal and selecting an equivalent class on a day and time that suits you. If you choose this make-up option, the lesson must be completed by the end of the term. Please note, our system will be updated within 2 days of the cancelled class, so wait until then before trying to book a make-up class.
- During the term, and if you have not organised your own make-up class, we will contact you via email to give you alternative dates for the lesson/s. For juniors this may include an option to make-up your class at our school holiday Tennis Camps. For adults it may include continuing the same day and time you normally do, but for it to continue during the school holidays.
- If none of the alternative dates work for your schedule, you can choose to have your account credited for the following term of classes by responding to that email and requesting credit instead.
Question: What do I need to do if I want to cancel my lessons?
Answer: All you need to do is email admin@tennisfactory.com.au and advise us. We need 14 days notice in writing. We will then cancel your enrolment with us. Please note for new customers, or returning customers who have taken a break, there is a minimum 10-week commitment when starting or starting up again. Please note for Term 4, the 10-week commitment is required for all players (including for all those who are currently enrolled in Term 3). After that you just need to provide us 14 days written notice to stop.
Question: If I am providing my bank or credit card details how do I know my details are safe?
Answer: To manage our payments we use Ezidebit. Ezidebit was the very first direct debit provider licenced by the Australian Securities & Investment Commission (ASIC) as an Australian Financial Services Licensee (AFSL No. 315388).
Ezidebit has attained the world’s highest payment security accreditation – PCI DSS Level 1. This means you can be confident that your banking and personal info receives level 1 payment protection. Ezidebit has level 1 status with both Mastercard and Visa.
Question: Are there any hidden fees with the fortnightly direct debit system I need to know about?
Answer: Beyond paying for you/your child’s tennis lessons each fortnight, the only other fee you need to be aware of is a dishonour fee of $5.00, if Ezidebit goes to debit your account and the payment is rejected due to a lack of funds.
Question: What do I need to do to set-up to pay fortnightly?
Answer: New customers booking into our weekly term programs via our website will be prompted to set-up an account with us. Once your account has been set-up, our system will ask for your Direct Debit details in order for you to confirm a spot in your preferred class.
Current customers (any customer from Feb 2020) details have already been moved to our new booking system and you will receive a log-in from us prompting you to create a password in order to log-in to your account. Once you have logged in, you can select the class you wish to enrol in, the system will ask for your Direct Debit details, which once provided will confirm your spot in your preferred class for next term.
For customers already doing lessons in Term 3, we have already re-enrolled you in Term 4 2023 in the same class or at a higher level if your current coach thinks you need to move-up. If continuing, please log-in to your account and fill in the Direct Debit Request to continue in your class.
Question: Do I need to re-enrol each term?
Answer: No, your enrolment in weekly group lessons is on-going. We will assume that you are continuing each term unless you give us 14 days written notice. There is no requirement to confirm your place each term.
Question: I have picked up my child after-school and they are not feeling well enough for their afternoon lesson. Can I get a make-up?
Answer: Unfortunately, the notice is too late for a make-up lesson to be given. If you are unable to attend a lesson due to illness or school camp etc, you must notify us prior to your lesson with sufficient notice in order to be eligible for a make-up lesson.
Sufficient notice is considered –
- AM lessons – 6pm the night prior
- PM lessons – 9am on the day of the lesson
Please email admin@tennisfactory.com.au to advise us if you are unable to make your lesson, so we can mark the missed lesson in our system.
Provided you have given us sufficient notice, your make-up class must be taken before the end of the term and cannot be carried over to the next term. You will be able to book a make-up class via your customer portal. Click on > Account > Lesson credit to use to book a make-up class. Please note, our system will be updated within 2 days of the cancelled class, so wait until then before trying to book a make-up class.
Please note no refunds or make-ups will be offered for non-attendance of group classes if you haven’t given us sufficient notice.
Question: Can I join mid-term?
Answer: Yes, you can. You would pay fortnightly from when you start, on-going until you give us notice you wish to stop. Please note for new customers or returning customers who have taken a break there is a minimum 10-week commitment when starting or starting up again. Please note for Term 4 the 10-week commitment is required for all players (including for all those who are currently enrolled in Term 3). After that you just need to provide us 14 days written notice to stop.
Question: What happens if my lesson falls on a public holiday?
Answer: You will not be charged if your lesson is on a public holiday as we do not run lessons on those days. Every fortnight your bank account/credit card will be debited in advance for your lessons for the upcoming 2 weeks. You will note that there will be no charge if a public holiday (WA) falls on a day that you normally have a lesson on in that fortnight.
Question: My child attends a before-school tennis program. What happens if the school has a pupil free day and there is no school on that day. Will tennis still be on though?
Answer: There will be no tennis lesson run at the school if the school has a pupil free day. You will not be charged for the session. Every fortnight your bank account/credit card will be debited in advance for your lessons for the upcoming 2 weeks. You will note that there will be no charge if the pupil free day falls on a day that you normally have a lesson on in that fortnight.
Question: My child broke their arm and cannot attend for an extended period. Can I get a credit for this?
Answer: Yes. Please advise us immediately of your child’s injury and we will either stop your Direct Debit until they are better or offer you credit for future use.
Question: We will be travelling for 3 weeks during the term and have given you notice prior to the start of the term. Will these lessons be made-up or credited?
Answer: Provided you have given notice at the beginning of the term. Yes, this is possible. Please discuss options with Admin on whether your Direct Debit can be paused or whether you will be credited for next term instead. The decision on which is at the discretion of Admin.
Question: I play Cardio Tennis, do I need to pay via direct debit for my weekly session now?
Answer: Although we run Cardio Tennis weekly, it is not a coaching program and players can book and play whenever it is convenient to them. Log-in to your customer portal and go to enrol in the Cardio Tennis class. You will be prompted to purchase credit to use to book into the class/es you want to participate in. Other programs you can purchase credit to pay and play this way are also our Adult Drills programs.
Question: Do you still offer a free trial?
Answer: Yes, we do. Please contact the office to organise.
Question: Can I just pay upfront for the term?
Answer: No sorry, our new system is not set to accept one-time payments. You will need to pay fortnightly. You can do school holiday tennis with us and there are other services we provide that are one-time payment services. They include – Tennis Camp, Cardio Tennis, Adult Drills, and ad-hoc private lessons.
