At Excel Tennis, we’re committed to providing a safe, professional, and transparent environment for all players, parents, and coaches.
Our policies ensure fairness, consistency, and the best possible experience for everyone involved in our programs.
Enrolment Confirmation
Term-Based Programs
Term-Based Programs include Junior Group Coaching, Junior Squad Coaching, Excel Evening Club and Term-Based Private Coaching.
These programs are offered as full-term enrolments, typically running for 9 weeks.
If a player joins after the term has commenced, they will only be enrolled and charged for the remaining scheduled sessions.
A term enrolment secures the player’s selected weekly lesson time for the duration of the term.
Term-Based Program enrolments are confirmed once the player is registered in the Excel Tennis Customer Portal, a valid direct debit payment method has been authorised, and the term payment has been scheduled, subject to successful payment by the advised due date.
Casual Programs
Casual Programs include Excel Morning Club, Excel Cardio Tennis, Casual Private Coaching, Holiday Tennis Program and Competitive Match Play.
Casual Program bookings are confirmed once the player is registered and the required debit or credit card payment has been successfully completed through the Excel Tennis Customer Portal or app.
Payment Terms
Term-Based Programs
Term-Based Program fees are paid per term by direct debit through the secure Excel Tennis Customer Portal using an authorised bank account or credit or debit card.
By accepting the ongoing payment arrangement at enrolment, the account holder authorises Excel Tennis and its payment provider to process future term fees using the authorised payment method, subject to the advance notice and cancellation arrangements below.
The authorised payment method is stored securely for future term payments.
Once enrolled, the player’s place in their selected weekly session is prioritised for the following term.
Before each future term payment is processed, Excel Tennis will send advance written notice to the customer’s nominated email address confirming the enrolment details, amount, scheduled payment date and deadline for requesting a change or discontinuing the enrolment.
The invoice will also be available in the Excel Tennis Customer Portal.
Direct debit payments may not be deducted, processed or updated immediately. Processing times can vary depending on the authorised payment method, payment provider and the customer’s bank or financial institution. During this time, a payment may appear as scheduled or processing in the Excel Tennis Customer Portal.
Customers are responsible for keeping their contact details current and checking their inbox, spam or junk folders and Customer Portal for payment notices.
Customers wishing to change their lesson or discontinue their enrolment must notify Excel Tennis in writing before the stated deadline.
Unless written notice is received before the deadline, the future term payment will be processed under the ongoing payment authority accepted at enrolment. Once payment has been successfully processed, the player’s place will be secured for the upcoming term.
Requests received after the deadline do not automatically entitle the customer to a refund or credit and will be managed in accordance with the Excel Tennis Credit & Refund Policy.
If a payment is unsuccessful, Excel Tennis may request an alternative payment method and may pause, release or cancel the enrolment if payment is not resolved.
Transaction and processing fees may apply. Current payment methods and fees are outlined on the Payment Options page and within the Customer Portal.
Casual Programs
Casual Programs are paid at the time of booking by debit or credit card and are subject to availability.
Casual Program bookings do not automatically reserve the same weekly time for future sessions. Multiple sessions may be booked in advance where available.
Holiday Tennis Program and Competitive Match Play may be booked for the full program or for individual available days, subject to availability.
General Terms
All prices include GST unless otherwise stated.
Enrolments and bookings are subject to program availability, player suitability and compliance with Excel Tennis policies and terms.
Excel Tennis reserves the right to refuse, waitlist, transfer or cancel an enrolment or booking where reasonably necessary, including where payment remains outstanding, a program is full or unsuitable, or conduct affects the safety or experience of others.
Nothing in this policy limits any rights or remedies available under the Australian Consumer Law.
Lesson and program payments are non-refundable for customer-initiated reasons, including, but not limited to, change of mind, illness or injury, scheduling conflicts, travel, school events or other personal circumstances.
For future term enrolments, customers must notify Excel Tennis in writing before the deadline stated in the advance payment notice if they wish to change or discontinue their enrolment.
A request to withdraw from or change an enrolment after the stated deadline, including after payment has been processed, does not automatically entitle the customer to a refund or credit.
Credits may be considered where:
- a medical injury or illness prevents participation for four weeks or more from the date Excel Tennis is notified by email and is supported by a valid medical certificate; or
- exceptional circumstances apply, at the discretion of Excel Tennis.
To be eligible for consideration, Excel Tennis must be notified by email at least 24 hours before the next affected scheduled lesson.
Any approved medical credit will apply only to eligible unused sessions from the date Excel Tennis is notified. Credits will not be applied retrospectively to lessons that occurred before notification.
Credits are non-transferable and must be used within 12 months of the date of issue.
Where a participant is unable to attend for less than four weeks due to injury or illness, Excel Tennis may offer replacement classes or make-up opportunities where reasonably possible, but this is not guaranteed.
Where a customer withdraws after the enrolment deadline and Excel Tennis is able to permanently fill the place, Excel Tennis may, at its discretion, offer a credit or refund less any reasonable transaction or unrecoverable costs.
If a program is cancelled by Excel Tennis, including due to insufficient enrolments, participants will be offered a suitable transfer, credit or refund.
Nothing in this policy limits any rights or remedies available under the Australian Consumer Law.
Excel Tennis understands that players may occasionally be unable to attend a scheduled lesson.
This policy explains how absences, make-up tokens and make-up bookings are managed across our different programs.
Our aim is to provide reasonable flexibility where possible, while also protecting class quality, coach planning and the reserved place each player holds in their program.
Quick Summary
• Term-Based Program absences must be recorded through the Excel Tennis Customer Portal at least 24 hours before the lesson.
• Eligible Term-Based Program absences may generate a make-up token after the missed lesson has taken place.
• Players may receive up to two make-up tokens per term.
• Make-up tokens expire 180 days after issue and are subject to availability.
• Make-up lesson bookings are not available during the first three weeks of term.
• Casual Programs are managed manually through the Missed Class Form at the bottom of this policy.
How to Report an Absence
Please report absences within the required timeframe before the lesson.
Make-up options can only be considered if the absence has been reported correctly and within the required timeframe.
Please check which program type applies to your booking below, then refer to the relevant Term-Based Programs or Casual Programs section for further details.
Term-Based Programs
• Junior Group Coaching
• Junior Squad Coaching
• Excel Evening Club
• Term-Based Private Coaching
Record absences through the Excel Tennis Customer Portal. Eligible absences may generate a make-up token.
Casual Programs
• Excel Morning Club
• Excel Cardio Tennis
• Casual Private Coaching
• Holiday Tennis Program
• Competitive Match Play
Submit the Missed Class Form located at the bottom of this policy.
Reporting an Absence
Missed Term-Based Program lessons are non-refundable.
To be eligible for a make-up lesson, players must first record the absence through the Attendance section of the Excel Tennis Customer Portal at least 24 hours before the scheduled lesson start time.
This applies to all Term-Based Programs:
• Junior Group Coaching
• Junior Squad Coaching
• Excel Evening Club
• Term-Based Private Coaching
This helps give Excel Tennis the opportunity to offer the available place to another participant requiring a make-up lesson.
The Customer Portal does not allow absences to be recorded within 24 hours of the lesson. Absences not recorded within the required timeframe are not eligible for a make-up token.
Players may receive up to two make-up tokens per term, subject to the absence being recorded within the required timeframe.
Eligible make-up tokens may only appear in the Customer Portal after the missed lesson has taken place.
This means a make-up token may not appear immediately after you record an absence.
Once the missed lesson has taken place and the token has become valid, it can be used to book an eligible make-up lesson through the Make-Up Lesson section of the Customer Portal, subject to availability.
Each token is valid for 180 days from the date of issue.
Make-up lesson bookings are not available during the first three weeks of term.
Eligible absences may still be recorded during this period; however, make-up lesson availability will be opened after the first three weeks to allow Excel Tennis to settle enrolments, manage class numbers and ensure suitable make-up options are available.
Booking a Make-Up for Term-Based Junior Group Coaching, Junior Squad Coaching and Excel Evening Club
If an eligible absence generates a make-up token, the token will appear in the Make-Up Lesson section of the Customer Portal after the missed lesson has taken place.
Players may use an available token to book a suitable make-up class through the Customer Portal.
Make-up classes must be appropriate for the player’s program and level and are subject to availability.
A make-up token does not guarantee a specific class, coach, day, time or court.
Regular enrolments and existing class placements take priority over group make-up bookings made into available class spaces.
If a booked group make-up lesson is affected by changes to class availability, Excel Tennis will contact the player to arrange an alternative suitable make-up option where possible.
Make-up tokens:
• are subject to suitable class, coach and court availability;
• are non-transferable and have no cash value;
• cannot be applied towards future enrolment fees; and
• must be used before their expiry date.
Excel Tennis cannot guarantee that a suitable make-up opportunity will become available before a token expires.
If a player does not attend a booked or arranged make-up lesson, or cancels it within 24 hours of the lesson, the token will be forfeited. A missed make-up lesson does not generate another token.
Any token issued incorrectly or contrary to this policy may be removed by Excel Tennis.
Booking a Make-Up for Term-Based Private Coaching
Term-Based Private Coaching make-ups cannot be booked directly through the Customer Portal.
Players must contact Excel Tennis to arrange a suitable replacement lesson using an available token.
Where the required notice has been provided, Excel Tennis will honour eligible Term-Based Private Coaching make-ups, up to a maximum of two per term.
Make-up lessons are subject to coach and court availability. The player’s regular coach, lesson time or court cannot be guaranteed.
Another family member may attend the originally scheduled lesson in place of the player, provided Excel Tennis is notified in advance.
For a Shared Private Coaching lesson to be eligible for make-up tokens, all participants must record their absence through the Customer Portal at least 24 hours before the scheduled lesson start time.
If one or more participants remain available, the lesson will proceed as scheduled and absent participants will not be eligible for a make-up lesson.
Shared Private Coaching make-ups must be arranged directly with Excel Tennis and are subject to coach, court and participant availability.
Reporting an Absence
Missed Casual Program lessons are non-refundable.
To be eligible for a make-up lesson, the absence must be submitted through the Missed Class Form located at the bottom of this policy within the required timeframe. This helps give Excel Tennis the opportunity to offer the available place to another participant requiring a make-up lesson.
This applies to all Casual Programs:
• Excel Morning Club
• Excel Cardio Tennis
• Casual Private Coaching
• Holiday Tennis Program
• Competitive Match Play
Casual Program absences are reviewed and managed manually by Excel Tennis through the Missed Class Form.
Casual Program make-up lessons are not self-managed through the Customer Portal and remain subject to notice requirements, program suitability and availability.
Excel Morning Club & Excel Cardio Tennis
To be eligible for a make-up lesson, the absence must be submitted through the Missed Class Form at least 24 hours before the scheduled session start time.
Eligible bookings may be made up in another suitable session within 180 days of the missed session date, subject to availability.
A specific make-up session cannot be guaranteed.
Bookings cancelled with less than 24 hours’ notice are forfeited and are not eligible for a make-up lesson.
Casual Private Coaching
To be eligible for a make-up lesson, the absence must be submitted through the Missed Class Form at least 24 hours before the scheduled lesson start time.
Eligible lessons may be made up within 180 days of the original lesson date, subject to coach and court availability.
The original coach, lesson time or court cannot be guaranteed.
Lessons cancelled with less than 24 hours’ notice are forfeited and are not eligible for a make-up lesson.
Another family member may attend the originally scheduled lesson in place of the player, provided Excel Tennis is notified in advance.
Holiday Tennis Program & Competitive Match Play
To be eligible for a make-up lesson, the absence must be submitted through the Missed Class Form at least 48 hours before the scheduled session start time.
Eligible bookings may be made up, subject to availability:
• in another session during the same Holiday Tennis Program or Competitive Match Play period; or
• in a future Holiday Tennis Program or Competitive Match Play program within 6 months of the missed session date.
A suitable make-up session cannot be guaranteed.
Bookings cancelled with less than 48 hours’ notice are forfeited and are not eligible for a make-up lesson.
Where Excel Tennis cancels a lesson, the lesson will be rescheduled, credited or otherwise accommodated at the discretion of Excel Tennis.
A lesson cancelled by Excel Tennis will not use one of the player’s make-up tokens and does not need to be reported through the Customer Portal or Missed Class Form.
Weather-related lesson decisions are covered separately under the Excel Tennis Weather Policy.
Group Coaching make-up lessons are available only where suitable program capacity, coaching staff and court availability allow.
Make-up tokens and missed classes cannot be exchanged for cash, refunded, transferred to another player or applied towards future enrolment fees.
A make-up session does not alter the original enrolment or extend the applicable expiry date.
Nothing in this policy limits any rights or remedies available under the Australian Consumer Law.
Before the Lesson
On days of rain, extreme heat or other adverse weather, Excel Tennis will do everything reasonably possible to make the courts safe and allow lessons to proceed.
Unless Excel Tennis advises otherwise by text message, customers should assume their lesson is proceeding and attend as scheduled.
Please do not contact Excel Tennis before the lesson for a weather update. Conditions are monitored, and affected customers will be notified if their lesson cannot proceed.
Excel Tennis will provide as much notice as reasonably possible. However, due to the changing nature of Melbourne weather, some decisions may need to be made close to the scheduled lesson time.
Weather-Affected Lessons
Excel Tennis will determine whether the courts and weather conditions are safe and suitable for coaching.
Where outdoor play is not possible, Junior Group Coaching and Holiday Tennis Programs may continue in an undercover or indoor area with modified tennis activities. Participants should still attend unless advised otherwise by Excel Tennis.
If conditions become unsuitable after a junior lesson has commenced, the remaining lesson may be completed undercover where reasonably possible.
Where a lesson cannot safely or reasonably proceed, affected customers will be notified by text message.
Lessons Cancelled by Excel Tennis
A weather-affected lesson cancelled by Excel Tennis does not use one of the player’s make-up tokens.
The lesson will be rescheduled or a make-up option will be provided at a time determined by Excel Tennis.
If a suitable make-up option is offered and the customer chooses not to attend, an additional make-up, credit or refund will not be provided.
Where Excel Tennis is unable to provide a suitable make-up option, a credit will be applied to the customer’s account for the following term or another eligible Excel Tennis booking, as determined by Excel Tennis.
Nothing in this policy limits any rights or remedies available under the Australian Consumer Law.
Excel Tennis is committed to providing a safe, professional and consistent experience for all players and families.
To maintain clear communication, protect privacy and uphold appropriate professional boundaries, coaches do not share personal contact details with clients.
Coaches are not permitted to exchange or communicate with clients through:
- Personal mobile numbers;
- Personal email addresses;
- Personal social media accounts; or
- Private messaging platforms, including WhatsApp, Messenger and Instagram.
Clients are also asked not to contact coaches through their personal communication channels.
All communication should be directed through the official Excel Tennis channels. This helps ensure:
- Accurate and timely responses;
- Consistent information across all programs;
- Privacy and safety for players, families and coaches; and
- Clear professional boundaries.
Feedback & Player Progress
Coaches are happy to provide brief on-court updates about a player’s development or session progress.
For detailed questions, feedback or concerns, please contact Excel Tennis through our official communication channels so we can provide the appropriate support.
We appreciate your cooperation in helping us maintain a positive, safe and professionally managed coaching environment.
Excel Tennis is committed to providing a safe, welcoming and inclusive environment for all children and young people participating in our programs.
We have zero tolerance for child abuse, harm, bullying, discrimination or inappropriate conduct.
Excel Tennis operates in accordance with applicable child-safety requirements and Tennis Australia safeguarding policies.
Excel Tennis Staff
Staff and coaches must:
- Hold a current Working with Children Check as required for their role;
- Follow Excel Tennis and Tennis Australia child-safety requirements; and
- Report any child-safety concerns to the Excel Tennis Child Safety Officer.
Parents & Guardians
Parents and guardians are expected to:
- Support respectful and appropriate behaviour;
- Provide relevant medical, safety and emergency-contact information;
- Advise Excel Tennis of any concerns relating to their child’s safety or wellbeing; and
- Ensure children are dropped off and collected in accordance with the arrangements for their program.
Child-safety concerns should be reported to:
Marcus Petrou
Director and Child Safety Officer
Excel Tennis Pty Ltd
Email: coaching@exceltennis.com.au
If a child is in immediate danger, call 000.
Drop-Off & Collection
Parents and guardians are responsible for ensuring children are safely dropped off and collected promptly at the end of their scheduled session.
Children must only be collected by a parent, guardian or other authorised person.
If a child is not collected on time, Excel Tennis will attempt to contact the parent, guardian and available emergency contacts.
The child will remain supervised while reasonable attempts are made to arrange collection.
If no authorised person can be contacted, or the child’s safety or welfare is at risk, Excel Tennis may contact Victoria Police or another appropriate authority.
Excel Tennis is committed to providing a safe, respectful and positive environment for all players, families, coaches, staff and officials.
This policy outlines the standards of behaviour expected from players and parents or guardians participating in Excel Tennis programs, activities and events.
Player Code of Conduct
Players are expected to:
- Treat coaches, staff, fellow players, opponents and officials with respect;
- Follow the rules of tennis and the instructions provided by coaches;
- Demonstrate good sportsmanship, whether winning or losing;
- Use appropriate language and behaviour;
- Respect the facilities, courts and equipment;
- Follow all safety instructions and report hazards or injuries promptly; and
- Wear appropriate tennis or sports clothing and suitable court footwear.
Players must not:
- Engage in bullying, harassment, intimidation or abusive behaviour;
- Deliberately damage courts, facilities or equipment;
- Play barefoot or wear footwear that may damage the courts;
- Participate without an appropriate shirt or top; or
- Possess or use illegal substances at Excel Tennis venues or activities.
Parent & Guardian Code of Conduct
Parents and guardians are expected to:
- Treat coaches, staff, players, other parents, guardians and officials with respect;
- Encourage and support players positively;
- Refrain from coaching, instructing or distracting players during lessons and matches;
- Respect coaching decisions, program structures and player-development processes;
- Support all safety requirements and ensure children use facilities and equipment responsibly; and
- Raise questions or concerns through the official Excel Tennis communication channels.
Parents and guardians must remain off the court during lessons and matches unless invited or authorised by Excel Tennis.
Parents and guardians may be permitted on court during Private Coaching lessons or in designated areas where seating is limited. In these situations, they must not interrupt, direct or interfere with the lesson.
Breaches of This Policy
Where this policy is breached, Excel Tennis may take reasonable action depending on the seriousness and frequency of the behaviour.
This may include:
- A verbal or written warning;
- Removal from a lesson, activity or venue;
- Temporary suspension from Excel Tennis programs; or
- Cancellation of the player’s enrolment.
Serious misconduct, or repeated behaviour after a warning, may result in immediate suspension or cancellation.
Any refund or credit following a suspension or cancellation will be considered in accordance with the Excel Tennis Credit & Refund Policy and applicable law.
Participants are responsible for the security and care of their personal belongings while attending Excel Tennis coaching sessions, programs and events.
Excel Tennis is not responsible for personal items that are lost, damaged or stolen, except where required by law.
Participants are encouraged to avoid bringing valuable items to sessions and to keep their belongings in a safe location.
Excel Tennis may take photographs or videos during coaching sessions, programs and events for coaching, training and promotional purposes.
Consent
By accepting the Excel Tennis Terms & Conditions, the client consents to the use of their image, or their child’s image, in photographs or videos.
These images may be used in:
- Marketing and promotional materials;
- Social media content;
- Newsletters, brochures and publications;
- The Excel Tennis website and other digital platforms; and
- Internal coaching or staff-training materials.
For participants under 18 years of age, consent is provided by the parent or guardian accepting the Terms & Conditions.
Excel Tennis will not publish a child’s full name alongside their image without separate permission.
Opting Out or Withdrawing Consent
Clients who do not wish to be photographed or recorded must notify Excel Tennis in writing before the relevant program, session or event.
Clients may withdraw consent for future photography or promotional use at any time by notifying Excel Tennis in writing.
Excel Tennis will make reasonable efforts to accommodate opt-out and withdrawal requests. However, withdrawal may not require the recall or removal of materials already printed, published or distributed.
Where reasonably practicable, requests to remove an existing image from Excel Tennis-controlled digital platforms will be considered.
To opt out, withdraw consent or request the removal of an existing image, please contact:
Privacy Compliance Officer
Excel Tennis Pty Ltd
Email: coaching@exceltennis.com.au
Privacy
Photographs and videos will be handled in accordance with the Excel Tennis Privacy Policy.
Excel Tennis may make reasonable changes to program timetables, coach allocations, venues or operational arrangements where required for safe and effective program delivery.
This includes substituting or reassigning coaches where necessary.
Excel Tennis will provide notice of material changes where reasonably practicable.
Any pricing changes will apply to future bookings or enrolments and will not be applied retrospectively to a confirmed booking.
Nothing in this disclaimer limits any rights or remedies available under the Australian Consumer Law.