Policies

Membership Terms and Conditions and Club Rules

INTRODUCTION

1. The Membership Terms and Conditions and Club Rules plus Safeguarding, code of conduct and GDPR are displayed on our website/Clubspark and also available to view by asking a member of our team at Reception

2. The Heron Tennis management team shall determine the Terms and Conditions and Club Rules for the use of the Club and is empowered to make, repeal and amend them, and also delegate their operation to the Club Manager.

MEMBERSHIP

1. Membership starts on the inception date agreed by both parties and expires on the renewal date. These are specified by the online Membership system Clubspark.

We require Two month’s notice to cancel a Membership. Exceptions to this are at the discretion of the Club Manager.

2. Every member will receive a Membership card. Any person on the club premises, or playing for any Club Team, may be asked for proof of membership, which must be freely given.

3. Membership is not transferable and must only be used by the registered member. Any misuse will result in the membership being cancelled.

4. The Management of Heron Tennis reserve the right to cancel any membership if the member is in breach of rules or if their conduct, in the view of the management team, is offensive to customers and/or staff, or represent a health and safety or Child protection danger

5. Membership entitles a member to Full use of the Club facilities during opening hours

6. Categories of membership and subscription rates shall be determined by the management team, details of which are available on our website/Cubspark and at reception.

7. Membership can be temporarily frozen in the event of injury, or a major operation, for a minimum of one month and a maximum of 3 months in any one membership year on receipt of written notification by letter or email from member.

FEES AND CHARGES

1. The membership fee is due from the member to Heron Tennis and is payable upon inception of this agreement. Any portion of the membership fee will only be refunded in the event of Heron Tennis being unable to provide the member with the membership services. Such refund would be calculated on a pro-rota basis to the break in services experienced.

2. Membership subscriptions and coaching fees shall be paid on or before the due date. Failure to make payments on time could result in access to the facilities being withdrawn.

3. On occasions the club may run promotions: it is the final decision of the club’s management to whom the promotion is available.

GENERAL TERMS OF MEMBERSHIP AGREEMENT

1. The member will advise Heron Tennis immediately of any change to personal details.

2. The member agrees to comply with the rules of membership. Heron Tennis may make reasonable changes to these rules at any time.

3. Heron Tennis reserves the right to make changes to any membership, court bookings, coaching groups, where it is beneficial to the running of the club.

FACILITIES AND SERVICES

1. Details of facility opening times and age restrictions are available and on the Heron Tennis website: www.heron-tennis.co.uk

2. Members may not loan their membership card or car parking pass to anyone else

3. Heron Tennis reserves the right to close the club or areas of the club from time to time at the management’s discretion. e.g. for maintenance repairs, refurbishment and cleaning.

4. Opening hours are subject to change by Heron Tennis giving advance notice to members where reasonably practicable.

LIMITATION OF LIABILITY

1. Members must secure their personal belongings whilst using the club facilities. Heron Tennis and its employees will not be liable for any loss, damage or theft of any property brought onto Heron Tennis premises.

2. Members are responsible for ensuring their correct operation or use of any Heron Tennis facilities and/or equipment (including adjusting equipment). If a member is in any doubt about how to correctly operate any equipment, the member must consult the appropriate member of staff before us.

CONDUCT

1. Heron Tennis deems that any act of violence, threatening behaviour or abuse against its staff, coaches and anyone using the facilities is totally unacceptable and will not be tolerated by members or parents of members of the club. Whenever any such behaviour occurs, the club will take reasonable and appropriate action.

2. Members will not abuse the facilities or equipment at Heron Tennis and will be required to pay for any damage to property where they have wilfully or negligently caused such damage.

3. Appropriate clean clothing and shoes must be worn at all times in the club.

4. Children under 10yrs must be accompanied by Adults whenever in the club, unless in a coaching session or other organised activity.

5. Junior members are required to abide by the Junior Code of Conduct

PHOTOGRAPHS

1. Heron Tennis reserves the right to use photographs of Heron Tennis facilities, tennis activities and players (Adult and juniors) for press, social media and promotion unless we are advised otherwise.

VISITORS

1. Members introducing guests to the club to use any of the facilities shall ensure that the correct guest fee is paid at Reception and shall be responsible for the conduct of their visitors. Other non-members must pay the appropriate fees at reception.

2. Guests and Non-members including users of the Heron room shall have access to the Café/Bar and washroom facilities

CLUB PREMISES

1. The Rules must comply with the requirements of the Licensing Acts

2. Members must be aware of the Fire and Emergency Exits and the position of Fire Extinguishers and the Fire Assembly Points.

3. Smoking & E cigarettes are not allowed within the Club building, Indoor/Outdoor/Mini Courts and outside grass area, patio & balcony.

4. Dogs (other than guide dogs) and other pets are not allowed in the Club building, outside grass area, patio, balcony or court areas.

5. Bicycles are not allowed in the club building. A bike rack is available outside the reception entrance and left at owners own risk

6. Any damage to the Club premises or its contents must be reported to a member of the staff immediately.

7. The Club may hire the Club premises, or part thereof, to any member or other party for purpose and periods as deemed appropriate. The Club premises shall not be used for party political or sectarian religious purposes.

8. Members must display their Car parking passes at all times when visiting the Centre

Tennis Court etiquette

1. Suitable sports clothing and shoes with non-marking soles shall be worn on the outdoor and indoor courts at all times

2. In the interest of the safety of players and good manners, Players should not walk across the back of a court when play is in progress.

Outdoor Courts

1. Members and Non-Members can make bookings in advance by phone or in person at the Heron Tennis reception. Members are requested not to extend court bookings over 90 minutes at busy times, thus allowing other members to book courts.

2. Members must notify reception giving at least 24 hours notice when they are cancelling an

outdoor court booking.

3. Floodlight courts cannot be used after 10pm

4. We ask that all rubbish and tennis balls are collected up at the end of your game and removed from the court area after use

5. No-spill bottle drinks only may be used on the court area

6. At certain times priority is given to league matches, club tournaments, coaching sessions and other events

Indoor Courts

1. Members and Non-Members can make bookings in advance by phone or in person at the Heron Tennis reception. Members are requested not to extend court bookings over 90 minutes at busy times, thus allowing other members to book courts.

2. Members must notify reception giving at least 48hours notice when they are cancelling an Indoor court booking allowing us time to try to resell the court time or if cancelled within 24 Hours or no-show a MEMBERS ONLY fee of £10 per court per hour will be charged. (Non-Members Total court fee charged)

3. We endeavoring to ensure our Dome is fully booked and offer Block bookings which can be requested to the Club Manager. Our Block Booking conditions are to ensure we do not have any late cancellations thus leaving us with unfilled court hours.

It would be greatly appreciated therefore if we could ask you to inform all your group of the following details listed below:-

• To ensure you have reserves to fill any absentees within your group.

• To have one member of your group responsible for paying us each week.

• Should, as a last resort, you have to cancel your booking for one week we would need a minimum period of 48 hours to try to resell the court time or if cancelled within 24 Hours or no-show a MEMBERS ONLY fee of £10 per court per hour will be charged. (Non-Members Total court fee charged)

• If book Indoor court and want to move outdoors, this can be done, but the £10 per hour per court fee will be charged for Members (Non Members Total court fee is charged)

4. No-spill bottle drinks only may be used on the Indoor court area

5. Indoor court lights cannot be used after 10pm

6. We ask that all rubbish and tennis balls are collected up at the end of your game and removed from the court area after use

7. At certain times priority is given to league matches, club tournaments, coaching sessions and other events

8. We ask that Non-marking smooth sole shoes be worn when playing Indoors

TEAMS

Heron Tennis offers opportunity to play matches in the Cornwall Summer and Winter leagues, plus Grade 3, 4 and 5 tournaments and Box leagues

COACHING

Ace Tennis Limited, based at Heron Tennis, runs a Coaching Programme for everyone: Adults, Juniors, from Beginners, Toddlers, Super Seniors, Disability and Wheelchair players through to First Team and Ace Academy players. Details of the programme fees and booking arrangements for group coaching, plus private and small group coaching with any of our coaching team are available in the Club and on our website. Courses and individual lessons take place using indoor and outdoor facilities at stated time throughout the year.

WIMBLEDON TICKETS

As Heron Tennis is a Lawn Tennis Associated registered club, all members (juniors aged 9 years+) are able to apply for a chance to buy Wimbledon tickets through the Heron club ballot. In order to be eligible, members have to have an active affiliated British Tennis Membership (BTM), have linked their venue (Heron Tennis) to their BTM record and have opted ‘in’ or ‘out’ to the Wimbledon Ballot by the set date advised by the LTA.

COMPLAINTS OR GRIEVANCES

1. Any club member or visitor who wishes to raise a grievance should aim in the first instance to resolve it informally with a senior member of staff. However, if the grievance cannot be resolved informally, or the grievance relates to a staff member, the grievance should be set out in writing and forwarded to the Management team or Safeguarding officer

2. The Club shall not be responsible for any articles brought onto the Club premises or grounds by any member or visitor

Heron and Ace Equality and Diversity Policy

The aim of this policy is to ensure that everyone is treated fairly and with respect and ensure members, non-members and visiting teams are not denied access to our tennis venue because of a discriminatory reason.  An explanation of the different types of discrimination can be found in the LTA / Tennis Foundation Equality and Diversity Policy – www.lta.org.uk/equality

This policy is fully supported by the management committee who are responsible for the implementation and review of this policy.  Therefore, we will adhere to the following:

  1. Take responsibility for setting and upholding standards and values that apply throughout the tennis venue at every level, so tennis can be enjoyed by everyone who wants to participate.

  2. Demonstrate a commitment to eliminating discrimination by reason of age, gender, gender reassignment, sexual orientation, race, nationality, ethnic, origin, religion or belief, ability or disability and to encourage equal opportunities and an inclusive welcoming environment.

  3. Ensure that employees, members, non-members and visiting teams are treated fairly and with respect and ensure that all members of the community regardless of their ability have access to and opportunities to take part in, and enjoy its programmes of activities, competitions and events.

  4. Oppose all forms of harassment, bullying or abuse towards an individual or group whether it is physical, verbal or online that is based on any of the characteristics listed above or for any other reason. Any incidents of this or similar nature will be treated seriously and subjected to the appropriate disciplinary process.

  5. Ensure there is an immediate investigation of any complaints of discrimination on the above grounds, once they are brought to the attention of the tennis venue.

Complains will be dealt with in accordance with the complaints policy and, where such a complaint is upheld, the management Team may impose such sanctions as it considers appropriate and proportionate to discriminatory behaviour.

  1. Promote culture that encourages the learning and development of coaches and volunteers in order to achieve greater diversity and inclusion within tennis. As a minimum the Head Coach and at least one volunteer will undertake the LTA equality. Diversity and Inclusion Training.

  2. Support, promote and enforce the LTA/Tennis Foundation Fair Play values within all tennis activities and environments

  3. Be committed to and deliver a policy of fair and equitable treatment for all members, employees and coaches and require all members, employees, coaches and volunteers to

  4. abide by and adhere to these policies and the requirements of the Equality Act 2010 as well as any amendments to this Act or any new equality legislation.

  5. Be committed and take action to create an inclusive environment that is welcoming and seeks to improve representation across all groups and participation at all levels within tennis

Lodging a Complaint

In the event that any employee, member, volunteer, visitor or visiting team feels that he, she or they have suffered discrimination or harassment in any way or that the policies, rules or code of conduct have been broken they should follow the procedures below;

1. The complainant should report the matter in writing to the Welfare Officer or the Management Team. The report should include:

  1. Details of the occurred;

  2. Details of when and where the occurrence took place;

  3. Any witness details and copies of any witness statements;

  4. Names of any others who have been treated in a similar way (provided that those people consent to their names being disclosed);

  5. Details of any former complaint made about the incident, including the date and to whom such complaint was made; and

  6. An indication as to the desired outcome.

If the person accused of discriminatory behaviour is an employee, the management team will regard the incident as a disciplinary issue and will follow any disciplinary procedure set out for employees or (if none exists) the statutory disciplinary procedure.

2. If the person accused of discriminatory behaviour is a non-employee, the management team

3.1 will request that both parties to the compliant submit written evidence regarding the incident(s);

3.2 may decide (at its sole discretion) after reviewing the compliant and supporting evidence to uphold or dismiss the complaint without holding a hearing;

3.3 may (t its sole discretion) hold a hearing (whether or not such a hearing is requested by either party) at which both parties will entitled to attend and present their case;

3.4 will have the power to impose any one or more of the following sanctions on any person found to be in breach of any policy, (including the Equality Policy):

  1. warn as to future conduct;

  2. suspend from membership;

  3. remove from membership;

  4. exclude a non-member from the facility, either temporarily or permanently; and

  5. turn down a non-member’s current and/or future membership application.

3.5 will provide both parties with written reasons for its decision to upload or dismiss the compliant within one (1) calendar month of such decision being made.

3.6 Either party may appeal a decision of the management team to the County Association (including a decision not to hold a hearing) by writing to the County Secretary) within 3 months of the Place to Play’s decision being notified to the party.

4 If the nature of the complaint is with regard to the management team or other body or group in the Place to Play, the member/visitor has the right to report the discrimination or harassment directly to the relevant County Association (Tennis Cornwall)

Heron and Ace's Code of Practice for Parents and Guardians

Heron and Ace are fully committed to safeguarding and promoting the well-being of all its members. The club believes that it is important that members, coaches, administrators and parents/guardians associated with the club should, at all times, show respect and understanding for the safety and welfare of others. Therefore, members are encouraged to be open at all times and to share any concerns or complaints that they may have about any aspect of the club with any member of Heron's staff and coaches.

As a member of Heron, you are expected to abide by the following code of practice:

 

  • Encourage your child to learn the rules of tennis and play within them

  • Please ensure that your child has read and understands the Heron Club Code as displayed on the notice-board and agrees to abide by the Club Code

  • Discourage unfair play and arguing with officials

  • Help your child to recognise good performance, not just results

  • Never force your child to take part in sport

  • Set a good example by recognising fair play and applauding the good performances of all

  • Never punish or belittle a child for losing or making mistakes

  • Publicly accept judgements made by officials

  • Support your child’s involvement and help them to enjoy their sport

  • Use correct and proper language at all times

  • Allow your child to play in the Mini Tennis colour stage that is appropriate to them. This will ensure they enjoy playing the game, develop their skills and gain confidence

  • Purchase balls and rackets that match the stage your child is in

  • Be patient. Steady progression is unusual in children; peaks and plateaus are common

  • Your first question following any match should be: “Did you enjoy it?” not “Did you win?”

  • At no stage should you communicate with your child or interfere with the on-court helpers and referees during a match – just enjoy the game and let officials take care of the rules!

Heron and Ace Whistleblowing Policy

1. Whistleblowing

Whistleblowing is when someone raises a concern about a dangerous or illegal acticvity or any wrongdoing within the club.

1.1 How to Raise a Concern 

Any concerns about a child or allegations about an adult who works with children should be raised with the club Welfare Officer.  If the allegation is about the club Welfare Officer, the Managing Director should be informed.

1.2 How the club will respond 

a) If the concern is that a member of staff or volunteer has or may have:

  • Behaved in a way that has harmed a child or may have harmed a child

  • Possibily committed a criminal offence against or related to a child

  • Behaved towards a child or children in a way that indicates that he / she would pose a risk of harm to children

The Welfare Officer (or other as above) will contact the LTA and the Local Authority Designated Officer to discuss how the allegation should be investigated.

b) If concern does not match any of these criteria or, after consideration with the LADO or other appropriate agencies, it is agreed that the matter should be dealt with by internal processes the club will consult the LTA to determine the most appropriate action.

c) If the concern is that the club has not followed appropriate safeguarding procedures or has not pressed other agencies where concerns about a child persists, the Welfare Officer should be approached to seek assurance that appropriate action will be taken.

If in either case the member still has concerns that a child or children are at risk or that appropriate procedures have not been followed the member should contact the LTA and LADO or, in situations where children are thought to be in immediate danger or risk of harm, the police by calling 999.

1.3 Confidentiality & Support 

  1. All concerns will be treated in strictest confidence by all concerned. The club will protect the identity of whistle blowers as much as possible

  2. However particularly in context of safeguarding concerns it may be that an investigation process may reveal the source of the information, even if the identity of the whistleblower is kept anonymous

  3. All staff/volunteers involved in any related investigation must maintain confidentiality during and after the conclusion

  4. The club will take steps to minimise any difficulties and provide appropriate support and advice to staff/volunteers passing on concerns

  5. Depending on the nature of the concerns and the subsequent type of investigation the whislteblower will be updated appropriately

  6. All involved will attempt to ensure that any allegation is dealt with fairly, quick, proportionately and consistently in a way that provides effective protection for the child and at the same time support the person who is subject to the allegation and the person bringing the concern to attention of the club

  7. Organisations who can provide support include: