At Crosscourt Tennis Academy (hereinafter – the Academy), we aim to provide a smooth and transparent experience for all our players and customers. This Refund & Return Policy outlines how refunds, cancellations and product returns are handled across our coaching services, court bookings, programs, packages and merchandise.
1. Coaching Sessions & Programs
Cancellations by the Player
- Sessions may be rescheduled or cancelled with a minimum of 24 hours’ notice.
- If less than 24 hours’ notice is provided, the session is considered completed and non-refundable.
- Missed sessions (no-shows) are non-refundable.
Rescheduling
- Sessions cancelled with sufficient notice may be rescheduled within the validity period of the package.
- Rescheduling is subject to coach availability and court availability.
Cancellations by the Academy
If a session is cancelled by the Academy or coach due to weather, court unavailability, or operational reasons, you will receive either:
- a rescheduled session, or
- a session credit added to your account (via voucher at crosscourt.ae).
No penalties apply for cancellations initiated by the Academy.
Packages & Multi-Session Programs
- Packages are non-transferable and non-refundable once the first session has been used.
- If a package has not been used at all, a request for a refund may be submitted within 5 days from purchase.
- All unused sessions expire after the package validity period (visible on product / purchase page) and are not eligible for refunds.
2. Court Bookings
Player-Booked Courts
- Court bookings are non-refundable, unless cancelled by the Academy or venue.
- Weather disruptions: courts affected by rain or unsafe playing conditions will be either:
- rescheduled, or
- refunded as credit.
Academy-Booked Courts
For sessions booked through the Academy, cancellations fall under coaching session rules (see Section 1).3. Events & Tournaments
Registration fees for tournaments and events are non-refundable unless:
- the event is cancelled by the Academy, or
- the participant provides a medical certificate at least 48 hours before the event.
Refunds are issued as account credit unless the customer explicitly requests monetary refund.
4. Merchandise (Physical Products)
Returns
You may return unopened and unused merchandise within 14 days of purchase if:
- the item is in its original condition, and
- the original receipt/order confirmation is presented.
Non-returnable items
- Used or damaged items
- Customised apparel
- Opened hygiene-related products (grips, towels, bottles, etc.)
Exchanges
Subject to availability, items may be exchanged for another size or product of equal value.
Faulty Products
If an item is defective, upon our team confirmation we will:
- replace it,
- exchange it, or
- issue a refund.
5. Refund Method
If a refund is approved, it will be processed using the original payment method:
- Card/online payments: refunded to the same card.
- If a cancellation or refund is initiated by the customer, the refund amount will be issued minus the payment platform’s non-refundable processing fee.
- If a cancellation is initiated by the Academy (weather, operational issues, coach absence), the full amount paid by the customer will be refunded.
- Cash payments: refunded as cash or credit with the Academy for equivalent amount. Refunds for offline payments will be issued for the full amount, with no deductions, unless the refund relates to returned physical merchandise, where shipping fees might be non-refundable.
- Account credit: applied to future sessions or purchases (via vouchers & discount promo codes at crosscourt.ae)
Refund processing may take 5–10 working days, depending on your bank or payment provider. Return shipping fees of 25 AED will be chargeable for all return requests unless delivered items found to be damaged or faulty.
6. Non-Refundable Items
The following are non-refundable under any circumstances:
- Sessions not attended (no-shows)
- Sessions cancelled less than 24 hours before start
- Packages partially used
- Gift cards or promotional vouchers
- Membership fees or admin fees
7. How to Request a Refund or Reschedule
Please contact us by email or speak directly to our administrative team via WhatsApp chat.
Requests must include:
- Name
- Order number or session date
- Reason for request
- Supporting documents (if applicable)
8. Compliance with UAE Law
This policy follows the principles of:
- UAE Consumer Protection Law (Federal Law No. 15 of 2020)
- UAE Commercial Transactions Law
Where a conflict arises between this policy and UAE law, UAE law shall prevail.
9. Changes to This Policy
Academy reserves the right to update this policy at any time. Updated versions will be published on our website and on our partners payment platforms.
