This policy outlines the circumstances and approach to be taken by BTT and its customers when there is a scheduled court event that needs to be cancelled, as well as exception scenarios. By creating scheduled court events, customers agree to knowing, understanding, and accepting this policy.

 

NOTE: Please contact the front desk staff with cancellation requests. They will work with the pros, as needed.

 

SCOPE

This policy applies to:

• Court reservations (tennis, pickleball, badminton)
• Lessons (private, semi-private)
• Clinics
• BTT Club Events
• Seasonal court time

 

STANDARD CANCELLLATION WINDOWS

• Court reservations (tennis, pickleball, badminton)
  • Cancellation deadline:
    • Reservations must be cancelled at least 24 hours before the scheduled start time.
  • Late cancellation or no-show:
    • Cancellations made less than 24 hours in advance, or failure to show, will be charged 100% of the applicable court fee.
  • Private and semi-private lessons
    • Cancellation deadline:
      • Lessons must be cancelled at least 24 hours before the scheduled start time.
    • Late cancellation or no-show:
      • Cancellations made less than 24 hours in advance, or failure to show, will be charged 100% of the lesson fee.
    • Instructor-initiated cancellations:
      • If the coach cancels for any reason, the lesson will be rescheduled.
    • Clinics
      • Multi-week programs:
        • Absences reported before billing will be prorated.
        • All sales are final after billing.
      • BTT Club Events
        • Single-session programs:
          • BTT club/pre-paid events – 5 days
          • All other single session programs: Same as court reservations—24-hour cancellation window; late cancellations or no-shows are charged in full.
        • Seasonal court time
          • Individual missed dates:
            • Individual missed dates by players are not refundable.
          • Releasing recurring/seasonal court time:
            • If a group wishes to release a recurring/seasonal time slot for the remainder of the season, they must provide at least 14 days’ written notice.
            • BTT will attempt to fill the time slot for the remainder of the recurrence. If unable to re-book, BTT will charge 40% for each recurrence that remains unfilled.
            • BTT may, at its discretion, pro-rate or credit unused dates if the time can be re-sold.

HOW TO CANCEL

• Reservation owners can use these accepted methods:
  • Via the online booking system/app
  • By phone to the front desk during business hours
  • By email to the front desk (time-stamped when received)
  • By text to the front desk (time-stamped when received)

CANCELLATION EXCEPTIONS

Late cancellation or no-show Grace

To support a positive customer experience while maintaining operational consistency, BTT offers a one‑time late cancellation or no-show grace per player each calendar year.

How it works

• Each player receives one (1) late cancellation or no-show forgiveness
• It applies to:
  • Court reservations (tennis, pickleball, badminton)
  • Private or semi‑private lessons
• When used, the court charge for that customer is waived in full.

How it is tracked

• The grace is automatically applied to the first late cancellation or no‑show of the year.
• Additional late cancellations or no‑shows follow the standard policy and are charged at 100%.

Exclusions

• BTT Club events (ex. Dinks & Drinks) do not qualify for the late-cancellation grace policy.
• The grace cannot be transferred, banked, or retroactively applied after a charge has been processed. 

Why BTT offers this late-cancellation grace policy

• Life happens, and we understand that, so giving some flexibility makes sense.
• Creating common understanding of this policy should eliminate “exception requests.”

Weather or Safety related cancellations

• If BTT determines that the facility is unsafe due to weather or any safety-related conditions, affected reservations will be cancelled by BTT and:
  • Private lessons: Scheduled lessons will be rescheduled or canceled at no charge.
  • Clinics: BTT will offer a make-up time, providing a credit if not able to attend.
• If the facility remains open and playable, standard cancellation rules apply at the discretion of BTT.

Exceptions and special circumstances

• Medical or emergency exceptions:
  • In cases of documented illness, injury, or family emergency, BTT may, at its sole discretion, waive or reduce fees and issue credits instead.
• Tournaments, special events, and rentals:
  • Events held at BTT but not sponsored by BTT are subject to separate contracts. Those terms will supersede this general policy where they conflict.