Cancellation Policy

1. Purpose of this policy

This Cancellation and Refund Policy explains when players are entitled to a refund or replacement session if they cancel or if a session does not go ahead as planned. It applies to all pickleball sessions run by Henley Hustler Pickleball Club Incorporated and booked via Spond or bank transfer.

2. Australian Consumer Law

Under the Australian Consumer Law (ACL):

  • Players are entitled to a remedy (refund, having the service supplied again, or compensation) if the club fails to provide the service with acceptable care and skill, within a reasonable time, or as described.

  • Players are not automatically entitled to a refund if they simply change their mind, double‑book themselves, or can no longer attend for personal reasons.

Nothing in this policy limits players’ rights under the ACL.

3. Player‑initiated cancellations

3.1 Change of mind or general non‑attendance

If a player cancels or does not attend for reasons such as change of mind, change of plans, or personal commitments, there is no automatic right to a refund under the ACL.

To provide a fair and transparent approach:

  • If the player cancels more than48 hours before the session start time:

    • No refund is payable as this is treated as change of mind, which is not required under the ACL.

    • Henley Hustler Pickleball Club Incorporated may, at its discretion, offer a free replacement session on another date (subject to space and scheduling).

  • If the player cancels within 48 hours of the session start time or does not attend:

    • The session fee is forfeited.

    • No refund or replacement session is provided, except in exceptional circumstances at the club’s discretion (for example, serious injury or illness).

4. Club‑initiated changes, cancellations and major problems

4.1 Cancellation by Henley Hustler Pickleball Club Incorporated

If Henley Hustler Pickleball Club Incorporated cancels a session (for example, court unavailability, unsafe conditions, coach illness, or insufficient numbers), players will be offered one of the following, at their choice:

  • Transfer into a replacement session at no additional cost, or

  • A refund of the session fee paid.

Where payment was made by bank transfer, any refund will be made by bank transfer back to the player’s nominated account, which aligns with the ACL expectation that refunds are generally in the same form as the original payment unless otherwise agreed.

4.2 Major problems with the service

If a session is significantly not as described or is not provided with reasonable care and skill (for example, it is substantially shortened and not reasonably equivalent to what was advertised), players may be entitled to a refund or other appropriate remedy under the ACL. In these cases Henley Hustler Pickleball Club Incorporated will discuss options with the affected players and provide an appropriate remedy (refund, partial refund, or replacement session).

5. Refund method (bank transfer)

  • All refunds approved under this policy will be paid by bank transfer to the player’s nominated Australian bank account.

  • Players may be asked to provide their account name, BSB and account number for this purpose.

  • Refunds will be processed within a reasonable time after approval, having regard to volunteer availability and banking timeframes.

This is consistent with ACL guidance that refunds are usually provided in the same form as the original payment and that businesses cannot insist on store credit when a customer has a legal right to a refund.

6. How to cancel or request a refund

  • Players must contact Henley Hustler Pickleball Club Incorporated via the Spond App or email to cancel a session or request a refund.

  • The club will confirm eligibility under this policy and under the ACL and will advise whether a replacement session or refund will be provided.

7. Communication of this policy

  • This policy will be made available in the Spond group description, on club communication channels, and in any welcome or onboarding information.

  • By booking and paying for a session, players acknowledge that they have read and understood this policy, which sits alongside and does not limit their rights under the Australian Consumer Law

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