Question 1

Wet and Heat Lessons

Accepted Answer

If it is too wet or too hot to play, the lesson will be rescheduled - it will not be lost.
A heat lesson is for any lesson 36 degrees and over.
A wet lesson is when the courts are flooded or are too slippery.
If it is too wet or too hot to play, we will send you a text message confirming that the lesson will not be played.
If it is obvious during the day that it is too wet or too hot to play, we will send you a message at least 45 minutes before the lesson begins.
If it is uncertain whether it is too wet or too hot, and you have not received a text message assume that the class is on
We will be monitoring the courts prior to the lesson and will send text messages out if it will be postponed
If you have not received a text message, assume the lesson is going ahead.
If you do not arrive at the lesson, and the lesson goes ahead, you will not receive a lesson credit.
Wet or heat lessons will be rescheduled as make up lessons.

Question 2

Make Up Lessons

Accepted Answer

When the usual scheduled lesson is missed due to weather or coach unavailability, a make up lesson is made. Make up lessons can be made in 3 ways
At a different lesson on another day of the week
Only available for Wet or Heat lessons: Same lesson at the end of the booking or the start of next term (ie. an extra week of lessons)
Only available for Wet or Heat group lessons: During the holidays, use 2 make up group classes as one 30 minute private lesson at a suitable time for both you and the coach.

Question 3

Payment procedures

Accepted Answer

All bookings must be paid upfront 7 days before the first lesson.
If booking within 7 days of the lesson, payment must be made before the commencement of the lesson
For discounts that are date sensitive, payments must be made before the due date or the discount will be forfeited, and the invoice will be reissued with the discount removed.
If a lesson is not paid for, the booking is not finalised

Question 4

Grace period for unpaid lessons

Accepted Answer

Existing players who have played for more than 1 term but less than 1 year will have a 1 week grace period after the lesson to pay. Failure to pay after this week, will forfeit the booking for future lessons and be taken off the class list for that lesson.
Existing players who have played for more than 1 year will have a 2 week grace period after the lesson to pay. Failure to pay after the 2nd week, will forfeit the booking for future lessons and be taken off the class list for that lesson.
There is no grace period for new players, bookings must be paid upfront before the first lesson.

Question 5

Drop off

Accepted Answer

All players under the age of 18 must be accompanied by a parent or guardian until they are with the coach on the court.
The coach will mark off attendance on their phone
Any late comers will also be marked off upon arrival
Players under the age of 18 must not be left unaccompanied by a parent or guardian until the player is with their coach on the court
If Parents or guardians do not believe that their child is old enough to go to the toilet block unaccompanied, they must stay for the duration of the lesson to accompany them.
Players must not leave the court during the lesson

Question 6

Pick Up

Accepted Answer

At the end of the lesson, players under the age of 18 must be picked up at the gate by a parent or guardian.
Children must stay on the court and sit next to the fence near umpires chair until picked up.

Question 7

Late Pickups

Accepted Answer

If your child is not picked up at the end of the lesson, it is a late pickup
Late pickups cannot be a regular occurrence, and if you are running late you must notify the coach via text.
If this becomes a regular occurrence, we will contact you to discuss. We may recommend changing to a different class at a more suitable time.

Question 8

Phone Use During Lessons

Accepted Answer

Coaches will only use their phones under the following circumstances 
To mark off attendance
To communicate with another coach not currently at the location for necessary reasons
As part of the training 
Videoing
Watching videos
Recording scores
Making notes

Question 9

Communicating with Coaches

Accepted Answer

If you wish to contact a coach regarding a lesson in after school hours, this must be done before 2:30pm to ensure your message can be responded to.
Classes after school typically begin at 3pm and onwards, and coaches will be attending to players during this time and will be unable to answer texts or calls.
Coaches will respond to texts or voicemail messages left when they are able.

Question 10

Refunds

Accepted Answer

Refunds may take up to 4 weeks to process
Refunds will only be made for class cancellations due to: 
coach unavailability
if the class is moved
or if the class can no longer be run.

Refunds cannot be made for class postponement due to weather or council works, or if the player does not attend the class for whatever reason.

Question 11

Policy updates

Accepted Answer

When policy updates are made, they are effective immediately from the date of the update. Velox Tennis reserves the right to update this policy at any time and will communicate policy updates to its players in a timely manner. Velox Tennis strives to always be fair to all its players.

About Us

Frequently asked questions

How many are in a group lesson?

What is the youngest age my child can start?

I'm an adult, can I play?

Where are your courts located?

What happens when it's raining?

My child hasn't played before...

What does my child need to bring and wear?

How are the group classes run?

What do you focus on in your classes?

How do you know what class my child should be in?

Can I do a trial?

How many coaches do you have?

Does everyone have their first aid?