Cancellation Policy

1. Coaching Session Bookings

1.1 Cancellation Window

You may cancel a coaching session booking at any time before the session starts. The 24-hour rule determines whether you receive a credit or payment refund:

1.2 Credit Refunds

When a credit-based booking is cancelled more than 24 hours before the session, the credit is automatically restored to your monthly allowance. Monthly credits reset on the first day of each calendar month and do not carry over to the next month.

1.3 Stripe Payment Refunds

Refunds for online payments are processed automatically via Stripe and typically appear on your statement within 5–10 business days, depending on your card issuer. We do not charge an administrative fee for eligible refunds.

1.4 How to Cancel a Booking

To cancel a booking, navigate to Dashboard → Bookings and select the booking you wish to cancel. If the cancellation button is unavailable, the session has already started or been completed.

1.5 Session Cancellation by the Coach

If a coach cancels a session, you will receive a notification and any payment made for that session will be refunded in full (regardless of how close to the session start time the cancellation occurs). Credits will also be fully restored.

2. Court Bookings

Court bookings on OneTennis are currently confirmed without payment through the platform. To cancel a court booking, navigate to Dashboard → Bookings and cancel before the booking start time.

Repeated no-shows or last-minute cancellations (within 1 hour of the booking) may result in restrictions on future court bookings at the discretion of OneTennisor the relevant club.

3. Subscription Cancellations

3.1 Recurring Subscriptions (Monthly or Annual)

You may cancel a recurring subscription at any time through your account's Dashboard → Subscription page or via the Stripe billing portal link provided there. When you cancel:

• Your subscription is set to cancel at period end. You retain full access to your paid plan's features until the end of the current billing period.
• Your account automatically reverts to the Free tier once the period ends.
• No refund is issued for the remaining days in a billing period unless required by applicable law (see Section 3.3 below).
• Any unused coaching session credits in the current month are not refunded when a subscription is cancelled.

3.2 One-Time Subscriptions

One-time ("one-off") subscriptions are non-refundable once the subscription period has started, except where required by law (see Section 3.3).

3.3 Statutory Cooling-Off Period (UK Consumers)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day right to withdraw from a subscription purchase without giving a reason, provided you have not already made use of the subscription benefits (such as booking coaching sessions using included credits, or accessing advance booking windows).

If you exercise this right within 14 days and have not used any subscription benefits, you will receive a full refund. If you have used some subscription benefits during the 14-day period, we will deduct a proportionate amount from the refund to reflect the value of benefits consumed.

To exercise your right of withdrawal, contact us at support@onetennis.co.uk within 14 days of purchase stating your name, account email, and the subscription you wish to cancel.

3.4 Subscription Reactivation

If you cancel a recurring subscription but change your mind before the period ends, you can reactivate it through the Subscription page. Reactivation re-enables automatic renewal at the next billing date.

4. League and Tournament Entry Fees

League and tournament entry fees are generally non-refundable once a competition has started. If a competition is cancelled by OneTennis or the organising club before it begins, you will receive a full refund of any entry fee paid.

If you withdraw from a league or tournament before it starts, refund eligibility is at the discretion of the club manager or OneTennis. Please contact support@onetennis.co.uk to request a refund in such cases.

5. Exceptional Circumstances

We understand that life is unpredictable. In cases of serious illness, bereavement, or other exceptional circumstances, we will consider refund requests outside the standard policy at our discretion. Please contact support@onetennis.co.uk with supporting information as soon as possible.

6. Dispute Resolution

If you believe a cancellation or refund has been handled incorrectly, please contact us at support@onetennis.co.uk. We aim to respond within 3 business days. If you remain dissatisfied, you may refer your complaint to your card issuer or pursue alternative dispute resolution options as described in our Terms of Service.