Cancellation Policy

Version 1 | Published: 16/09/2025

The term “player” refers to any customer, client, or organisation booking a session for themselves, employees, or family members (e.g., parents booking for children).

This policy should be read alongside our Refund Policy. Together they explain your rights and our procedures for cancellations and refunds. Nothing in this policy affects your statutory rights under UK consumer law.

1. General Cancellation Rules

1.1 General

Players must provide at least 24 hours’ notice before the scheduled start time to cancel a session.
Notice can be given by text, email, phone call, voicemail, or voice note.
Where proper notice is given, credit will be issued to re-book the session (subject to expiry rules in section 7).
If notice is not provided or the player does not show up within 30 minutes, the session is deemed to have taken place. No refund, credit, or reimbursement of court fees will be provided.
If the coach cancels the session as its believed to be the fault of the player (see 1.2) the session is deemed to have taken place. No refund, credit, or reimbursement of court fees will be provided.
Refunds are managed under the Refund Policy. Cancellation generally results in credit or rescheduling rather than a refund.

1.2 Player Fault

A player is deemed at fault if they:

Fail to cancel within the required notice period,
Fail to attend a session,
Arrive more than 30 minutes late without informing the coach, or
Breach the cancellation process highlighted below.

2. Player Cancellations

2.1 Single Player (One-to-One)

If at least 24 hours’ notice is given then credit is provided to re-book.
Less than 24 hours’ notice or no-show then there will be no credit or refund (unless otherwise agreed at the discretion of the coach).

2.2 Private Group Sessions (Two or More Players)

If the entire group cancels with at least 24 hours’ notice then credit is provided to re-book.
If 1–2 players cannot attend, the session can still go ahead unless the lead booker cancels for the group. Absent players receive no partial credit or refund.
The lead booker is responsible for informing the coach.

2.3 Mixed / Social Group Sessions (Single players book individually)

If a player cancels with at least 24 hours’ notice then credit is provided to re-book.
If the coach cancels due to low attendance (fewer than 2 players) or other reasons then all players receive credit to re-book.

3. Payment

3.1 Payments

Payment must be made at least 48 hours before the first scheduled session.
If payment is not received, the session will be cancelled; court fees (if any) will not be reimbursed.

4. Punctuality

4.1 Player

If a player does not arrive within 30 minutes (without notifying the coach), the session is deemed to have taken place.
If a courtesy message is sent within 30 minutes, the coach will continue with the remaining time of the session.

4.2 Coach

If a coach is late, the coach will notify the player.
Where possible, the coach may extend the session. If not, a discount code equivalent to the lost time (plus the court booking fee, if paid by the player) may be issued at the discretion of the coach.

5. Court Bookings

5.1 Booking Courts

Default rule: The player books the court unless otherwise agreed.
Players should book courts at least 48 hours in advance.
If no court is booked and the session is cancelled then this is deemed a player fault, with no credit or refund.
If the coach books the court and makes an error:
- If they inform the player with 24+ hours’ notice then the session is rescheduled.
- If discovered on the day then the session is rescheduled and the player receives an additional free session.

6. Weather and Safety

6.1 Rain or Heat

Sessions by either party (player/coach) may be cancelled up to 3 hours before start time if heavy rain or unsafe heat (30°C+ between 11am–3pm) is forecast.
Cancelled sessions will be credited for re-booking.
Court fees will not be reimbursed due to weather; players should check with the court provider’s policy. Exception being that the coach cancels the session, in which case a reimbursement will be made.

6.2 Sudden Weather During Play

If conditions become unsafe (heavy rain, lightning, strong winds, etc.), the session may be stopped. Remaining time will be credited for re-booking at the discretion of the coach.

7. Injury, Sickness, or Medical Conditions

7.1 Injury or Sickness

If illness or injury occurs before the session, 24 hours’ notice is required for credit.
If illness or injury occurs within 24 hours, the case will be reviewed individually.
If an injury occurs during the session, the session will end, and credit will be issued at the discretion of the coach.

7.2 Medical Duty of Care

Players that suffer from asthma, allergies or diabetes must bring required medication (e.g., inhalers, EpiPens, insulin/gel packs).
This requirement is a duty of care to safeguard players’ health. Sessions may be cancelled, if necessary, medication is not present, to avoid unnecessary risk.
Players must wear appropriate footwear and attire. Barefoot play, sandals, sliders, heels, or Crocs are not permitted. Sessions cancelled for safety attire reasons are deemed player fault (no credit or refund).

8. Coach Cancellations

8.1 Coach Cancels

If the coach cancels with 24+ hours’ notice then players receive credit to re-book. Court fees paid by players will be reimbursed if not recoverable from the court provider (evidence may be required).
If the coach cancels with less than 24 hours’ notice, then Supercharge Athletes will fully reimburse court fees (receipt required) and issue credit for the session.

9. Force Majeure

9.1 Unforeseen Circumstances

If circumstances beyond our control (e.g., government restrictions, natural disasters, extreme weather) prevent a session from going ahead, refunds are not guaranteed. We will, however, offer rescheduling or credit where possible.

10. Session Expiry

10.1 Expiration Period

All credits and sessions are subject to expiry from the date of purchase:
- Single Session: 60 days
- Block Booking: 90 days
- Beginner Course: 120 days
- Bulk Booking: 180 days

If players are re-booking a session, they must reschedule their session before the date of expiry.

Supercharge Athletes operates a “use it or lose it” rule. Sessions not used before expiry are forfeited.

11. Transferring Sessions

11.1 Un-used Sessions

Sessions may be transferred to a family member or friend with prior approval. This must be arranged at least 24 hours before the scheduled session.

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