Policies and Procedures

H.1 – COURT BOOKING RULES AND REGULATIONS

H.1.1 – MEMBER COURT BOOKINGS

• A member may book an indoor or outdoor court with 7 days advanced notice beginning at 7:00 am MST (system time). NOTE: System time refers to our online court booking program internal time.
• Members will be permitted to make court reservations online, by telephone or in person. No email reservations will be accepted.
• Members must pay for their court prior to their reservation (playing/service) by making payment at the Member Services desk. Please refer to the method of payment section (E.1).
• A Member may book a singles court in increments of (30 or 60 minutes) and doubles in increments of (30, 60, 90 or 120 minutes). The maximum allowable booking for singles will be 1 hour (60 minutes) and a maximum allowable doubles booking will be 2 hours (120 minutes) when a member makes their first booking of the day.
• Any 30-minute court bookings can only be booked through Member Service Desk over the phone or in person.
• Only 1 continuous booking is allowed per player per day (programs and private lessons excluded).
• Members can extend a court booking at the time of check-in for a fee and if there is court time available.
• The Club will charge the players for extended court time according to usage, even if a player fails to extend the court at the Member Services Desk.
• 2 names (singles) or 4 names (doubles) must appear on the booking sheet when making a reservation. All players must have a profile created at the club (including the guests of a member).
• A Member may book multiple courts during their 7-day period, provided that the appropriate court fee is paid prior to their reservation.
• Any court reservation made between 7:00 am – 9:00 am Monday to Sunday must be made on the hour.
• Any court reservation made between 8:00 pm – 10:00 pm Monday to Sunday must be made on the hour.

H.1.2 – NON-MEMBER COURT BOOKINGS

• A non-member may book a court with 48 hours advanced notice beginning at 7:00 am MST (system time). NOTE: System time refers to our online court booking program internal time.
• A non-member may only book a court by telephone or in person.
• A non-member may book a singles court for a maximum of 1 hour (60 minutes) or a doubles court for a maximum of 2 hours (120 minutes).
• A Non-Member is only permitted to book 1 court per day.
• Any court reservation made between 7:00 am – 9:00 am Monday to Sunday must be made on the hour.
• Any court reservation made between 8:00 pm – 10:00 pm Monday to Sunday must be made on the hour.

H.1.3 – BLOCK BOOKINGS REQUESTS

Members and non-members are not permitted to book courts outside of their membership & non-membership privileges.

Management may consider requests for Member block booking (see note), using the following parameters:

• Block booking times are restricted only to the following low-peak days/times as determined by Management;
• All participants in the block booking must be annual Members of the Centre or Community Groups;
• If the Member block booking is approved by Management, all courts fees are to be paid up front for the entire duration of the block booking;
• A maximum of 3 courts for 2 hours (doubles) will be considered and approved by the CEO;
• Only one block booking request per time period noted above, per day, per week will be considered;

NOTE: Management and the Board will assess the block booking policies on an ongoing basis and will, at their discretion, continue or discontinue block-booking privileges due to court utilization.

H.1.4 – SPECIAL GROUP BOOKINGS

Special group booking requests from outside groups may be accommodated on a case-by-case basis provided they meet the following guidelines:

• Pay membership guest fees and user fee dues upfront;
• Be a Member of a Community Association, Community Group or School;
• Only booking requests approved by the CEO will be accommodated.

A maximum of 3 courts will be permitted to be booked as part of any block.
Management and the Board of Directors reserve the right to continue or discontinue the group booking privileges after the contracted period.

Only Centre staff/management will be permitted to block book courts for Centre programs, special events, tournaments or lessons where a fee is paid directly to the Centre.

H.2 – MEMBER & NON-MEMBER ARRIVAL (CHECK-IN)

• Upon arrival, each Member must check-in at the Member Services desk;
• Non-members must check in at the Member Services desk and pay any applicable guest & and court/service fee prior to participating in any club activity or service.

H.3 – INSTRUCTION

The Centre’s Management & Board of Directors shall expressly appoint tennis professionals (and Centre-approved contractors), who shall be the exclusive tennis-teaching professionals of the Centre. Any other teaching or coaching is strictly prohibited at the Centre.

“Coaching” will be defined by us as a combination of two or more of the following behaviours:

• Engaging more than 6 balls on the court
• Playing with others on the court who are well below your level of play and are not directly related to you (parents or siblings)
• Feeding balls from a basket or by hand
• Giving instructions (especially from one side of the court to the other)
• Demonstrating to others how to hit shots
• Using the ball machine (and balls) for instruction
• Using the Red Court for instruction

If you have any questions, please contact the Tennis Director at ncoutts@albertatenniscentre.ca

H.4- ONCOURT ETIQUETTE

H.4.1 – ARRIVING & LEAVING THE COURT

• Before entering the court, players are asked to wait behind their court until the buzzer sounds;
• If a Member or guest needs to cross the court, please wait until a point is over before moving/crossing the court;
• Members and guests must have their balls picked up by the time the buzzer sounds;
• Members and guests are asked to pick up any garbage (e.g., ball tins, grips) and place them in the garbage bins located on the court.

H.4.2 – CELL PHONE USAGE & VIDEO TAPING

As a courtesy to our Members and guests, cell phone use is strictly prohibited on court. Members are asked to turn off their cell phone or set to silent while on court. In the event you receive a phone call on court, please leave the court area to answer it. Video taping of any kind is not permitted without the express consent of management.

H.5 – BALL MACHINE & BALL HOPPER USAGE

In order to minimize the amount of potential disruptions on the court by Members, guests or our tennis professional staff, a ball machine and ball hopper may be used on any court, however, divider nets must be completed and drawn on all playing sides of the court.

Members and guests are not permitted to bring/use their own ball machine. Only ball machines rented from the ATC will be permitted. A ball machine may only be used or booked in the main building (Courts 1 – 8).

H.6 – NOISE ON COURT

Out of respect for your fellow Members and guests, we ask that noise be kept to a minimum. The Centre will strive to have clinics, instruction and other programs occupy the same side of the building as much as possible to minimize noise generated from private or group instruction.

H.7 – FOOD & BEVERAGES ON COURT

• Only water in closed containers will be permitted on court; No open drinks will be permitted on court.
• Food and snacks should be consumed in the food service area located on the mezzanine;
• Chewing gum on the courts is not permitted as the removal of dried chewing gum damages the court surface.
• Alcohol is only permitted in the mezzanine level, while staff is present in the café.
• No outside alcohol is permitted at the club.

H.8 – BEHAVIOUR & DRESS

Members are asked to behave in a respectable manner at all times inside and outside the tennis court area(s), which includes:

• Approaching other Members and guests in a friendly and respectful way;
• Use of mobile devices is permitted in common areas of the Centre. Refrain from using mobile devices in the locker rooms, Tennis Court & Fitness areas and while using equipment;
• Request permission from Centre management if you need to take photos or videos in the Centre. Image capturing is not permitted in the locker room area;
• Please be respectful of the Centre hours and ensure you have enough time to leave the Centre at or before the closing time;
• Only non-marking shoes are permitted on court;
• Shirts and a bottom must be worn at all times while on court; Sport Bras are not considered a top.
• For your health and safety, please wear appropriate tennis/exercise clothing and proper athletic or tennis footwear when in the Centre.

NOTE: Guidance as to suitable attire may be obtained from the management team of the Centre.

H.8.1 – ONCOURT FOOTWEAR

Only non-marking tennis shoes will be permitted for use on the indoor and outdoor tennis courts. Members without proper tennis shoes will not be permitted to play on courts. Please speak with a Tennis Professional for more information on permitted footwear patterns.

H.9 – CHAIRS & BENCHES ON COURT

No chairs or benches are permitted on the court without the consent of the CEO.

H.10 – NET ADJUSTMENTS

Members are not permitted to adjust or alter the tennis nets at the Centre. Members may request net height measurements and adjustments, as required. Such requests can be sent by email to management.

H.11 – COURT CLEANING & MAINTENANCE

Members must ensure that the court is left tidy and that garbage is properly disposed of. All personal belongings must be removed from the court after play has ended.

Courts will be cleaned and cleared of debris as required at the discretion of the Centre staff, utilizing appropriate maintenance equipment in order to maintain a safe and clean playing environment.

H.12 – CANCELLATION POLICIES (MEMBERSHIP, COURT BOOKINGS, LESSONS AND PROGRAMS)

H.12.1 – COURT CANCELLATION:

• A member or non-member must provide a minimum of 24-hour notice to cancel a tennis court otherwise the full court fee will be charged.
• Members or guests who fail to show up for a court reservation will be charged the full applicable court fee.

H.12.2 – LESSON & PERSONAL TRAINING CANCELLATION:

• There is a 48-hour cancellation policy for private, semi-private, group of three, group of four lessons and personal training lessons. If a participant or member cancels a lesson with less than 48 hours notice, they will be responsible for 100% of the lesson fee.

H.12.3 – PROGRAM CANCELLATION:

• Any program cancellation requests must be received in writing and sent directly to the Member Services Desk, or expressed verbally in person or over the phone with a Member Services Attendant or an ATC Management member. The Member Services Desk can be reached at info@albertatenniscentre.ca or 587-393-1600.
• Anyone registering for a program is fully committed to the program at the time of registration. The OSTEN & VICTOR Alberta Tennis Centre has established the following cancellation policies:
  • Up to 8 days of the program start date, participants wishing to cancel their program may do so by paying the $25.00 Admin Fee plus 10% of the total program fee. The participant can receive the rest of the program fees as a credit or a refund.
  • There will be no refunds of any form offered within 7 calendar days of the start of a program or after a program has started. If a cancellation request is received after a program ends, no refund or credit will be issued.
  • If a player cannot participate in a program due to an illness or an injury for 3 weeks or more, a doctor’s note must be submitted to the Member Services Assistant Manager. If a withdrawal is approved, a club credit for the missing classes will be deposited on or shortly after the day of the resumption of the program activity.
  • When a participant is removed from a program by the Centre due to program incompatibility, there will be a pro-rated refund for the balance of the classes. Our staff will use our best efforts to move the participant into an appropriate level program prior to offering any refund or credits.
  • When a player is removed from a program for disciplinary reasons, refunds will not be issued in instances at the choice or request of the program/camp participant or member or their parent/guardian(s) or is dismissed from the program or camp for contravention of program/camp guidelines or the Club’s code of Conduct and Ethics Policy.
  • The OSTEN & VICTOR Alberta Tennis Centre reserves the right to cancel programs due to insufficient registration, in which case the following options will be offered to the member/program participant:
    • Future credit in the full amount of the affected class registration fee will be offered (NOTE: The credit will not have any expiry date and can be used for any future program or service offered by the OSTEN & VICTOR Alberta Tennis Centre.)
    • The member or program participant will be given the opportunity to register in advance for a future/upcoming program registration.
    • A full refund can be provided if the member or program participant if they decline option 1 or 2.
  • If a program is cancelled by the OSTEN & VICTOR Alberta Tennis Centre due to unforeseen circumstances (e.g., due to facility closures attributed to the pandemic or due to facility repairs) will not be refunded. Program participants will be notified and given one of the following options:
    • Future credit in the full amount of the affected class(es) will be offered (NOTE: The credit will not have any expiry date and can be used for any future program or service offered by the OSTEN & VICTOR Alberta Tennis Centre.)
    • The program registrant will be given the ability to defer registration for a future/upcoming registration. (NOTE: No refunds will be offered for any unforeseen circumstances that are beyond the control of the OSTEN & VICTOR Alberta Tennis Centre.)

H.12.4 – MEMBERSHIP CANCELLATION, HOLD & TRANSFER POLICY:

• Any membership cancellation requests must be received in writing with a 30-day notice and sent directly to the Member Services Assistant Manager for consideration. The Member Services Assistant Manager can be reached at lgokadze@albertatenniscentre.ca or by telephone 587-393-1601.
• A 100% refund will be offered if you are not satisfied within the FIVE calendar (5) days of your membership. No refunds will be offered after FIVE calendar (5) days of your membership registration.
• If a member suffers a major medical event or illness (e.g. life-threatening or very serious medical reason), the OSTEN & VICTOR Alberta Tennis Centre may upon written request cancel the remaining months of their membership. The member will be required to provide a written request addressed to the Member Services Manager within 5 days of notice. The written request shall outline the members’ illness/injury and their written request must include a doctor’s note which outlines the nature of the illness, the expected recovery if any and the doctor’s declaration (recommendation) that the member cannot continue tennis activities. The Chief Executive Officer will review the documentation and at his/her sole discretion approve the request. If approved, a stop payment will be placed on the member’s account and the member will be removed from our membership. (NOTE: Major Medical Event would be an injury which would require treatment or recovery of a minimum of 3 months.)
• Cancellation of membership due to death: If a member passes away, their membership will be terminated upon death and no further charges will be applied. The family of the deceased shall submit a notice of death to the Member Services Assistant Manager at their earliest convenience.
• A member may provide a written request to transfer his/her membership to another person. The written request must be sent to the Member Services Manager. The Chief Executive Officer will review the request and approval will be authorized, provided the members does not have any outstanding balances due at the time of transfer. If approved, the transferred membership holder will be responsible for all charges and dues going forward for the remaining months of membership and any membership renewal and notice period.
• A member may put their membership on hold for a medical reason only. A written request must be submitted along with a Doctor’s note outlining the reason (illness/injury) as well as the period of time the member will be not able to participate. The written request must be sent to the Member Services Manager within 5 days of the injury/illness. The Chief Executive Officer will review the request and approve or deny the request. If approved, the OSTEN & VICTOR Alberta Tennis Centre will place the member on hold until the member’s return date. The member’s expiration date will be extended to reflect the length of time they will be placed on hold. While the member is placed on hold, they will not incur any membership due charges until their return date.

NOTE: Members placed on hold, will not have access to club registration software, member accounts, program registration or booking privileges, while on hold. Once the member is reactivated their club access and privileges will resume.

A member may not put their membership on hold for any other reasons including but not limited to any travel-related reasons, in-activity or any other voluntary reason.

• We may terminate your Membership (if applicable) and may refuse you entry into the Centre or eject you from the Centre if you commit a serious or repeated breach of Member Rules, your Membership contract or if you engage in any other serious misconduct.

H.12.5 – USER ACCOUNT RELATED POLICIES:

• Any outstanding balances that are owed to the OSTEN & VICTOR Alberta Tennis Centre must be paid before the member or program participant can resume activities in the club. The Centre may debit your Credit Card on Account for any outstanding amounts.
• A member may transfer club credit to another member or program participant. A written request outlining the amount to be transferred and who will receive the club credit, must be sent to the Member Services Manager and Chief Executive Officer. The Chief Executive Officer has the authority to approve the transfer of club credit.
• Refunds will not be issued for any club credit or court passes.