Policies

Bookings

All bookings at Padel Peterborough must be made through our booking system and paid for at the time of booking. Players are responsible for ensuring their booking details, date, time and participants are correct.

Cancellations

Non-members may cancel up to 24 hours before their booking. Members may cancel up to 6 hours before their booking.

If cancelled within the correct cancellation window, the booking credit will be returned to the player’s account balance.

If a player cancels outside of the permitted cancellation window, the booking credit will be lost and no credit will be issued.

Open Matches

If an Open Match is not filled, it may be cancelled automatically and the player’s credit will be returned to their account balance.

If players still wish to continue with the booking despite the Open Match not being filled, they will need to pay the remaining court fee.

Payments & Credit

All approved credits are returned to the player’s account balance and can be used for future bookings. Account credit is not redeemable for cash unless legally required.

Attendance

Players must arrive on time for their booking. Late arrival does not extend the booking time and no partial credit will be given for missed court time.

Use of Facilities

Players must respect the courts, equipment, staff and other visitors at all times. Any damage caused through misuse or negligence may be charged to the responsible player.

Right to Refuse Access

Padel Peterborough reserves the right to refuse entry, cancel bookings, suspend accounts or remove players from the venue where rules, policies or codes of conduct are breached.

Acceptance

By making a booking or using our facilities, you confirm that you accept these Terms & Conditions.

Overview

Padel Peterborough respects your privacy and is committed to protecting your personal data. This Privacy Policy explains what information we collect, how we use it, how we protect it and your rights under UK data protection legislation.

Who We Are

Padel Peterborough is operated by Padel Enterprises Ltd, registered in England & Wales, Company No. 15402223.

Information We Collect

• Name
• Date of birth
• Email address
• Telephone number
• Gender
• Occupation
• Postcode
• Preferences and interests
• IP address
• Browser and device information
• Website usage information

How We Collect Your Information

• When you create a Matchpoint account.
• When you book courts, coaching sessions or activities.
• When you contact us by email, phone, website or social media.
• When you join competitions or promotions.
• When you subscribe to marketing communications.
• When you join our WhatsApp Community.
• When you browse our website.

Information From Third Parties

We may receive information from trusted third-party providers including Matchpoint, Google, Facebook, Instagram and WhatsApp.

How We Use Your Information

• To process bookings and memberships.
• To provide coaching, events and activities.
• To manage your account.
• To respond to enquiries.
• To improve our services and website.
• To send marketing communications where consent has been given.
• To meet legal obligations.

Marketing

If you have opted in, we may send information about events, offers and services. You can unsubscribe from marketing emails at any time.

Sharing Your Information

We only share your information where necessary, including with authorised staff, professional advisers, trusted service providers, booking software providers and legal or regulatory authorities where required.

WhatsApp Community

If you join one of our WhatsApp Communities or Groups, your phone number, profile picture and status may be visible to other members. You may leave any group at any time.

Photography & Social Media

Photography and videography may take place throughout the venue for promotional purposes. If you do not wish to appear on our social media channels, please inform a member of staff or email us.

Keeping Your Data Secure

We use appropriate measures to protect your personal information, including secure servers and password-protected systems.

How Long We Keep Your Data

We only retain personal information for as long as necessary or where required by law.

Your Rights

• Access your personal data.
• Correct inaccurate information.
• Request deletion of your data.
• Restrict how your data is used.
• Object to certain processing activities.
• Withdraw marketing consent at any time.

Cookies

Our website may use cookies to improve your browsing experience and help us understand how visitors use our website. You can manage or disable cookies through your browser settings.

Contact Us

Email: info@padelpeterborough.co.uk

Address: The Old Town Hall, Market Place, Oundle, Peterborough, PE8 4BA

1. Respect & Behaviour

All players must treat fellow players, coaches and staff with respect at all times. Bullying, harassment, discrimination, abusive language or unsportsmanlike behaviour will not be tolerated.

2. Matches & Participation

• Players cannot request the removal of other players from sessions.
• Management may adjust matches or court allocations to optimise play.
• Partner allocations for club events and tournaments are final.

3. Player Ratings

Player ratings are determined solely by Padel Peterborough coaches and management. Ratings are not negotiable.

4. Bookings & Payments

• All bookings must be paid for at the time of booking.
• Players are responsible for ensuring sufficient account balance.
• After the cancellation deadline, players are responsible for finding a replacement unless agreed otherwise.
• Approved refunds will normally be issued as account credit.

5. Facilities

• Please dispose of rubbish responsibly.
• Leave courts tidy and ready for the next players.
• Damage caused through misuse or negligence may be charged to the responsible player.
• Personal belongings are left on site at the owner's risk.

6. Lost Property

Lost property will be stored securely for up to 14 days. Items not collected within this period, where the owner has not contacted the venue to arrange collection, may be donated, recycled or disposed of.

7. Health & Safety

By participating, you confirm that you are fit to play and accept responsibility for your own health and safety.

8. CCTV

CCTV may be in operation throughout the venue for safety and security.

9. Disciplinary Action

Management reserves the right to refuse entry, remove players, suspend accounts or permanently terminate access where rules are breached.

10. Appeals

Appeals must be submitted in writing within 7 days of a disciplinary decision. Outcomes are final.

11. Acceptance

By making a booking or participating at Padel Peterborough, you agree to abide by this Code of Conduct.

Effective from March 2026.

Adverse Weather

Adverse weather may include:

• Lightning within a 10-mile radius.
• Standing water on courts.
• Snow or ice on courts or access routes.
• Temperatures below 3°C.
• Heavy rainfall affecting safety or playability.

All weather-related decisions are made by Padel Peterborough management.

Weather-Related Cancellations

Weather cancellations are assessed using live conditions, forecasts and court inspections. Players may request a cancellation, but approval is at management discretion.

Club-Initiated Cancellations

If we decide conditions are unsafe or unsuitable for play, we will aim to notify players at least one hour before the booking where possible.

Notifications may be sent via the Matchpoint App, SMS, phone or email. Where applicable, account credit will be issued automatically.

Interrupted Play

If play has started and must be stopped due to adverse weather, any credit issued will be based on the amount of court time remaining.

Player Responsibility

Players who choose to play in marginal weather conditions do so at their own discretion and risk.

Weather Credits

• Issued as account credit only.
• Valid for 30 days.
• Non-transferable.
• Not redeemable for cash.

Safety First

Padel Peterborough reserves the right to stop play immediately in dangerous conditions without prior notice.

Policy Updates

This policy may be updated at any time. Continued use of our facilities confirms acceptance of the latest version.

Photography & Videography

Padel Peterborough may capture photographs and videos throughout the venue for promotional, marketing and social media purposes. This may include courts, spectator areas and surrounding facilities.

How Images May Be Used

• Website content
• Social media channels
• Email newsletters
• Printed marketing material
• Advertising campaigns

Your Choice

If you do not wish to appear in photographs or videos, please notify a member of staff before your session begins or email info@padelpeterborough.co.uk.

Children

Where appropriate, parental or guardian consent will be obtained before images of children are used for promotional purposes.

Respect for Privacy

We will always aim to use photographs and videos responsibly and respectfully. Images will not knowingly be used in a way that could cause embarrassment or distress.

Consent

By entering Padel Peterborough, you acknowledge that photography or filming may take place. If you have opted out, we will make reasonable efforts to ensure you are not featured in published media.

Our Commitment

Padel Peterborough is committed to providing a safe, welcoming and inclusive environment for all children and young people who participate in activities at our venue.

Safeguarding is everyone's responsibility and the welfare of the child is paramount. All safeguarding concerns will be taken seriously and responded to appropriately.

Safeguarding Standards

Padel Peterborough follows the principles and procedures contained within the LTA Safeguarding Children Policy and Procedure.

The policy provides guidance relating to:

• Protecting children from harm and abuse.
• Safeguarding responsibilities.
• Safe recruitment and safeguarding training.
• Standards of behaviour and positions of trust.
• Recognising different types of abuse and harm.
• Low-level safeguarding concerns.
• Responding to safeguarding concerns.
• Responding appropriately when a child discloses abuse.
• Confidentiality and information sharing.
• Reporting safeguarding concerns.
• Whistleblowing.

Reporting a Concern

Anyone who has a safeguarding concern relating to a child should raise the concern as soon as possible. Safeguarding concerns should not be investigated independently by players, parents, coaches or other participants.

Where there is an immediate risk to a child or an emergency, call 999.

Full Safeguarding Policy

Our safeguarding procedures are guided by the LTA Safeguarding Children Policy and Procedure.

View Full Safeguarding Children Policy

Equipment Hire

All padel rackets and other rental equipment provided by Padel Peterborough remain the property of Padel Peterborough at all times and must be treated with reasonable care.

When collecting rental equipment, the name of each individual using a racket will be recorded by a member of staff. Where multiple rackets are hired as part of one booking, each racket may be allocated to and recorded against the individual person using it.

The named individual will be responsible for the racket issued to them for the duration of the hire period and until it has been returned to a member of staff.

Equipment Inspection

Each rental racket will be inspected by a member of staff before it is issued to the customer. This is to identify any existing damage, defects or excessive wear before the racket is used.

Customers should inform a member of staff immediately if they notice any damage or defect when receiving their racket and before beginning play.

All rental rackets will be inspected again by a member of staff when they are returned at the end of the hire period.

Using Rental Rackets

Rental rackets must only be used for their intended purpose during normal padel play. Players are expected to take reasonable care of all hired equipment and avoid any behaviour that could unnecessarily damage the racket.

Misuse includes, but is not limited to:

• Hitting, throwing or slamming the racket against the ground.
• Hitting the racket against the glass, fencing, posts, benches or other surfaces.
• Scraping or dragging the racket along the court surface.
• Throwing a racket in frustration or during play.
• Standing, sitting or placing excessive weight on a racket.
• Using the racket for anything other than playing padel.
• Deliberately striking objects other than a padel ball during normal play.
• Any reckless, negligent or deliberate behaviour that could reasonably cause damage to the racket.

Normal Wear & Tear

We understand that reasonable wear and tear can occur through the normal and appropriate use of rental equipment.

Customers will not be charged for reasonable wear and tear arising from normal padel play, including minor cosmetic marks that do not affect the safety, structure or performance of the racket.

Damage & Replacement Charges

If a rental racket is returned damaged or broken and Padel Peterborough reasonably determines that the damage was caused by misuse, negligence, improper handling, reckless behaviour or deliberate damage, the individual responsible for the racket will be required to pay the full replacement price of the racket.

The replacement charge will reflect the price of replacing the damaged racket with the same model or, where that model is no longer available, a reasonably equivalent replacement.

When determining whether a charge applies, Padel Peterborough may consider the condition of the racket when it was issued, its condition upon return, the nature of the damage and the circumstances in which the damage occurred.

Where appropriate, this may also include speaking with staff or players and reviewing CCTV footage where available.

Reporting Damage During Play

If a racket becomes damaged during normal play, the player must stop using it and notify a member of staff as soon as possible.

Players should not continue using equipment that appears cracked, broken, damaged or unsafe.

Damage resulting solely from reasonable use, normal wear and tear or a pre-existing defect will not normally result in a replacement charge, provided the damage is reported promptly.

Lost or Unreturned Equipment

All rental rackets and equipment must be returned directly to a member of staff at the end of the booking or hire period.

Rental equipment must not be removed from the premises, left on the court or left elsewhere around the venue without the agreement of a member of staff.

If rental equipment is lost, removed from the premises or not returned, the individual responsible may be charged the full replacement price of the equipment.

Equipment Hired for Children

Where rental equipment is issued for use by a person under the age of 18, the parent, guardian or responsible adult associated with the booking will be responsible for ensuring that the equipment is treated appropriately and may be responsible for any applicable replacement charges.

Refusal or Withdrawal of Equipment Hire

Padel Peterborough reserves the right to refuse or withdraw rental equipment where we reasonably believe that equipment is being misused, deliberately damaged or handled in an unsafe manner.

Repeated misuse or damage to rental equipment may result in restrictions being placed on future equipment hire and/or the customer's Padel Peterborough account.

Acceptance

By hiring or accepting rental equipment from Padel Peterborough, the customer agrees to this Rental Equipment Policy and accepts responsibility for the equipment issued to them until it has been returned and inspected by a member of staff.

Before You Play

• Please arrive at least 10 minutes before your booking.
• Only players included on the booking may use the court.
• Appropriate sports clothing and non-marking footwear must be worn.

During Play

• Treat fellow players, coaches and staff with respect at all times.
• Do not climb, hang or lean on the glass or fencing.
• Avoid deliberately hitting balls outside the court.
• Only use equipment designed for padel.
• Smoking and vaping are strictly prohibited on the courts and within the immediate surrounding court areas.
• Eating and drinking on the courts is not permitted.
• Any food or drinks must be consumed in the designated areas away from the playing surface.
• Please keep noise to a respectful level.

Cleanliness & Rubbish

• All rubbish must be placed in the bins provided.
• Nothing should be dropped, discarded or left on the courts or in the surrounding areas.
• This includes bottles, cans, cups, food packaging, wrappers, chewing gum and any other waste.
• Players must leave the court and surrounding area clean and tidy for the next users.

Safety

• Play at your own risk.
• Do not enter courts during another match.
• Report any damaged equipment or hazards immediately.
• Always follow instructions given by staff.
• Do not leave personal belongings, rubbish or equipment in areas where they may create a trip or safety hazard.

After Your Session

• Leave the court promptly when your booking finishes.
• Dispose of all rubbish in the bins provided.
• Do not leave any bottles, food, packaging, equipment or personal items on or around the court.
• Return all hired equipment directly to a member of staff at the end of your session.
• Leave the court and surrounding area clean, tidy and ready for the next players.

Failure to Follow the Rules

Failure to comply with these Court Rules, including smoking, eating or drinking on the courts, littering, damaging facilities or leaving rubbish behind, may result in players being asked to leave the venue, bookings being cancelled, suspension of their account and/or refusal of future entry to Padel Peterborough.

Lost Property

Any items found at Padel Peterborough will be kept securely for a period of 14 days from the date they are found.

Claiming Lost Property

If you believe you have left an item at the venue, please contact Padel Peterborough as soon as possible.

You may be asked to provide a description of the item and details of when and where it was left before it is returned.

Collection Period

Lost property will be retained for up to 14 days.

If the owner contacts Padel Peterborough within this period and arrangements are made for collection, the item may be held for an agreed additional period.

Unclaimed Items

If an item has not been claimed within 14 days and the owner has not contacted the venue regarding the item, Padel Peterborough reserves the right to donate, recycle or discard the item without further notice.

Personal Belongings

Players and visitors are responsible for their own personal belongings while at the venue. Personal items should not be left unattended.

Padel Peterborough cannot accept responsibility for personal belongings that are lost, stolen, damaged or left behind at the venue, except where liability cannot legally be excluded.

Acceptance

By using the facilities at Padel Peterborough, you acknowledge and accept this Lost Property Policy.