Booking & Cancellation Policy

Last updated: August 12, 2025

Purpose & Scope

This Booking & Cancellation Policy outlines how court reservations, classes, and event bookings are handled at Xcel Padel. It applies to all members (Core, Prime, and Founder’s) and any guests or non-members participating in club activities. The goal is to provide a clear, fair, and premium service standard for bookings, cancellations, no-shows, and refunds. This policy is aligned with the Xcel Padel Membership & Participation Waiver Agreement to ensure consistency (for example, membership plan cancellations require 30 days’ notice per the Waiver, which is outside the scope of this document). In essence, when you book a court, class, or event at Xcel Padel, this policy governs how you do so, how payments are handled, and what happens if you need to cancel or don’t show up. It is intended to discourage abuse of the booking system while encouraging responsible scheduling and courteous cancellation when necessary.

Booking Methods

How to Reserve: All court and class bookings are primarily made through our official app-based system, Playtomic. This platform allows you to see real-time availability and manage reservations easily (similar to how other leading clubs operate via a booking app). To book a session, simply log into the Playtomic app (or portal), find Xcel Padel, and select an available court or class time. You can add the names of other players to your booking so that everyone is accounted for.

Alternate Booking Channels: While the Playtomic app is the preferred booking method, we understand some clients may need assistance. Bookings can also be made in person at the club’s front desk or by phone, pending availability. However, please note that walk-in or same-day bookings are subject to court availability and cannot be guaranteed. Members generally have priority access to advance reservations, and non-members/guests may have limited advance booking privileges (for example, some clubs allow non-members to book only a few days ahead – Xcel Padel may implement similar measures to ensure member access). Regardless of method, all bookings must be confirmed through our system so that the reservation is official and the cancellation policy applies.

Payment Terms

Payment at Booking: Payment is required to confirm and hold a reservation. When you book via the Playtomic app, you will be prompted to pay the applicable court fee or class fee at the time of booking. The reservation is only confirmed once payment is processed. If you are booking for a group, you can choose to pay for all players or have each player pay their portion through the app. The total fee will reflect the cost for all players on the booking (e.g. a full court’s fee) at the time of checkout. For any bookings made in person or by phone, a valid credit card on file may be required, and payment will be taken immediately to secure the slot (or charged to your account).

Charges for Cancellations/No-Shows: You agree that Xcel Padel may charge your saved payment method for any late cancellation fees or no-show fees as outlined in this policy. By maintaining an active membership or booking account, you authorize the Club to charge these fees to the card or account used for the reservation. All prices and fees are in U.S. dollars (USD) unless otherwise noted. Should any payment fail (e.g., a credit card is declined), the booking may be canceled if not promptly rectified, and outstanding fees will need to be settled before you can make new bookings.

Refund Format: If you are entitled to a refund according to this policy (e.g., you canceled in advance per the rules or the Club canceled on you), refunds will typically be issued as an account credit that can be applied to future bookings. This is a common practice at premium clubs – for instance, one club only issues refunds in the form of club credits. Xcel Padel likewise reserves the right to provide refund credits to your account (or to the original payment method in certain cases) for any canceled booking. No cash refunds will be given unless required by law or special circumstance.

Cancellation Deadlines & Fees
To maintain fairness and keep courts and classes available to those who want them, Xcel Padel enforces strict cancellation deadlines. The required notice varies by membership level:

Core & Prime Members: Must cancel at least 24 hours before the scheduled start time of the booking.
Founder’s Members: May cancel up to 6 hours before the start time without penalty. (One perk of Founder’s membership is more flexible booking changes.)

If you cancel a reservation before these deadlines, you will not be charged a cancellation fee – any prepaid amount can be credited back to your account or refunded per our Refund Rules. All cancellations should be processed through the official booking system (Playtomic) to ensure accurate timestamping. The app/portal will not allow online cancellations past the deadline, so if an emergency arises after the window, you must contact the club (see Rescheduling Policy for options).
Late Cancellation Fees: A cancellation made after the above deadlines is considered a late cancellation. Late cancellations will incur a fee, generally up to the full cost of the booking (for example, you may be charged the full court fee or class fee as if you had attended). We consider this necessary because a late cancellation often leaves us unable to re-fill that court or class spot, especially on short notice. The specific fee may be the full price of the session that was booked, in line with what many clubs charge for last-minute cancellations. The late cancellation fee will be automatically charged to your account/card on file. Repeated late cancellations may be noted on your account and could affect your booking privileges over time.
Policy for Non-Members/Guests: If non-members are permitted to book courts (e.g. via a pay-and-play system), they must also cancel with sufficient notice. In general, the 24-hour rule applies to non-member bookings as well (and in some cases a stricter 48-hour notice may be required for non-members). If a guest is booked on a member’s reservation and cancels last-minute, the member who made the booking will be responsible for any resulting fee. Always ensure your playing partners are confirmed to avoid last-minute changes.

No-Show Rules
A “no-show” occurs when a player or group fails to show up for a scheduled booking without canceling in advance. No-shows are disruptive to operations and unfair to other members who could have used the time slot, so they are treated seriously.

If you have not arrived and checked in for your court or class within 15 minutes of the start time, the booking is deemed a no-show. For example, a 7:00 PM court reservation will be held until 7:15 PM; after that time, if you’re still absent, we may release the court.
Communication: If you know you are running late or cannot make it, please inform us as soon as possible. While it will still be a late cancel or no-show if past the deadline, giving the club a heads-up might allow us to let others use the court or open a spot in class (and we always appreciate the courtesy). It will not waive any fees, but it’s the polite thing to do and reflects well on you as a member of our community.

What Counts as a No-Show? If you do not show up by 15 minutes after your session’s start time (and haven’t canceled beforehand), it’s considered a no-show. For example, if you booked a court at 7:00 PM and by 7:15 PM you and your partner still haven’t arrived or checked in, that reservation is a no-show. In such cases, the court may be released for others to use, and no-show fees (up to the full booking fee) will apply. Always cancel in advance if you can’t attend, to avoid fees and allow others a chance to play.
Please note: Habitual no-shows are taken very seriously. The first no-show will incur the standard fee. If no-shows become a pattern, the club may implement additional penalties (see the Postscript for recommendations on repeated no-show policies). Our aim is to encourage responsible booking behavior, so that courts and classes don’t go unused while other eager players are waiting.

Rescheduling Policy

We understand that sometimes you don’t want to fully cancel, but rather reschedule your booking to a different time. Xcel Padel handles rescheduling in the following way:

Before the Deadline: If you wish to change your court time or move to a different class and it’s before the cancellation deadline, the easiest method is to cancel your original booking (through the app) and then book the new desired time. There is no penalty for doing this as long as it’s done with sufficient notice (24+ hours for Core/Prime, 6+ hours for Founder’s). Your account will receive a credit or refund for the original booking per our rules, which you can then use for the new booking. This ensures the system accurately tracks the change and frees up the original slot for others.
After the Deadline: If you seek to reschedule within the late cancellation window (e.g., on the same day of the booking), it will be treated as a late cancellation of the original booking. Unfortunately, the system cannot simply “move” your reservation at the last minute without penalty. You would be responsible for the fee of the original booking if we cannot fill that spot. You are still free to book a new session at a later time, but that would be a new booking (and payment). Essentially, a request to reschedule late is the same as cancel-and-book-again, and the late cancellation policy applies.
Contacting the Club: If an unforeseen emergency or circumstance arises very close to your booking time, you can call the club to discuss options. In some cases of genuine emergency, we may try to reschedule you without additional charge, but this is not guaranteed and is at the club’s discretion. For example, if extreme weather or sudden facility issues affect your booking, those fall under Club Cancellations (see below) and you won’t be penalized. But if it’s a personal issue (e.g., stuck at work last minute), the late cancellation fee would normally stand – we might still help find you a later slot that day, but the original booking fee could be forfeited.
Finding Substitutes: Xcel Padel encourages a community approach. If you cannot attend a reserved match, consider finding another member to take your spot. Members are allowed to change the player names on a court booking (via the app or by informing the club) if, for instance, you found someone else to use your court. This way the court isn’t wasted. While this doesn’t exactly “reschedule” your personal booking, it helps avoid no-shows. (For classes or clinics, slots are person-specific and generally non-transferable unless the club approves a switch with someone on the waitlist.)

In summary, rescheduling = canceling then rebooking. There is no separate reschedule button, to keep things fair and transparent. Always cancel as early as possible if you can’t make a time, then you or someone else can book an alternate slot.

Special Provisions for Programs & Lessons
Certain offerings have unique terms due to their format or importance. Below are additional provisions for various programs:

Clinics & Group Classes: Club-run group activities like training clinics, group lessons, and leagues follow the same cancellation windows as regular bookings. Core/Prime members should cancel at least 24 hours before the session, and Founder’s members at least 6 hours before. If you late-cancel or no-show for a clinic or class, you will be charged the full fee for that session with no refunds or credits given. This also means that if you arrive more than 15 minutes late to a class, the coach or staff may deny you entry (both for safety warm-up reasons and as a courtesy to others) – this would also count as a no-show and no refund or credit will be issued for that session. We recommend treating a scheduled clinic like a firm appointment; if you can’t attend, cancel ahead so someone from the waitlist can join and you avoid a fee.
Private Lessons (1-on-1 or small group lessons): Our coaches set aside their time for your lesson, so please give ample notice if you need to cancel or reschedule a lesson. We ask for the same standard notice – at least 24 hours (6 hours for Founder’s members) – to cancel a private lesson without charge. Cancelling a lesson late will result in a charge of the full lesson fee, as the coach may not be able to rebook that slot on short notice. No-shows for lessons are treated just like no-shows for courts – the lesson fee is forfeited. If you have a true emergency, communicate with us; while the policy is to charge for late cancels, we can evaluate exceptional cases. (Note: Some clubs have even stricter 48-hour rules for lessons, but we aim to be reasonable while still valuing our coaches’ time.) It’s usually possible to reschedule a lesson if you give early notice, subject to the coach’s availability – we’ll do our best to accommodate a new time for you.
Tournaments & Open Play: For competitive events like tournaments or league matches organized by Xcel Padel, special cancellation timelines will apply. Once you register for a tournament or league, we consider that a commitment to participate, as scheduling brackets or matches depends on a stable roster. Cancellations must be made at least 24 hours before (and 6 hours for Founder’s Members) the event’s start (or before the published registration close date) to receive a refund or credit. If you withdraw later than that, your entry fee may be forfeited. In many cases, after draws are made or teams set, no refunds will be issued for dropping out. No-shows on the day of a tournament/match are particularly disruptive – they will result in forfeiture of the match and no refund. (If you have an urgent issue, please inform us – we might be able to fill your spot with someone on a waitlist, but we can’t guarantee that or any refund.) These stricter rules ensure fairness to other competitors and reflect common practice in premium clubs’ tournament policies (e.g., some require 30 days notice for full refunds for event bookings)tagvenue.com.
Junior Programs & Multi-Week Sessions: For programs that span multiple sessions (such as a 4-week junior development program or a series of lessons in an academy package), we generally do not provide refunds or credits for missed sessions or partial attendance. By enrolling, you are reserving a spot for the entire program. If you know in advance that your child will miss a session, talk to our staff – we may allow a make-up in another group if available, but this is not guaranteed. If you need to cancel out of a multi-week program entirely, let us know as early as possible. Prior to the program’s start, a partial refund or credit may be possible if cancellation is well in advance (e.g., a week or more before the first session). However, once the program has started, the fees are typically non-refundable. We price these programs as packages and commit resources based on full enrollment. As a premium service club, we will always strive to accommodate serious situations (like an injury) – for example, if a junior player is injured mid-program, we can discuss a prorated credit for the remaining sessions with a doctor’s note. But outside of exceptional cases, no refunds for unused portions of multi-session programs will be given.
Special Events & Clinics with Guest Coaches: Occasionally, Xcel Padel may host one-off special events (e.g., a visiting pro clinic, corporate team-building event, or a padel camp). These events may have their own cancellation terms that will be communicated at the time of sign-up. Typically, because such events have limited spots and high demand, we might require full payment upfront and a longer notice (24-48 hours before) for any cancellation to be eligible for a refund. Always refer to the specific event’s details. If the event is canceled by the Club or the guest coach (for example, the coach falls ill or travel is canceled), all participants will of course receive a full refund or credit for that event.

In summary, treat program and lesson bookings with the same level of commitment (if not more) as regular court bookings. The cancellation windows for most programs mirror the 24-hour policy (with the Founder’s 6-hour perk), and no-shows/late cancellations will cost the full fee. Some events have extended notice requirements due to their scale. Always read the specific terms for special programs when you register.

Club Cancellations (Initiated by Xcel Padel)
Xcel Padel is committed to honoring all bookings, but occasionally the Club may need to cancel or adjust a reservation due to unforeseen circumstances. Examples include: sudden facility issues (e.g., a court maintenance problem, power outage), severe weather forcing closure, a clinic instructor falling ill with no substitute, or scheduling conflicts with special events. In such cases, the Club will endeavor to notify you as soon as possible and will not charge you for the canceled session.

If the Club Cancels: You will be given the option of a full refund or an account credit for any fees you’ve already paid for that booking. We can also try to reschedule you to a comparable session if feasible (for instance, move your booking to a different time or court). The default, however, is that you won’t lose your payment – it will either be refunded to your card or placed as credit in your Xcel account, at your preference. We’ll communicate the cancellation via the Playtomic app notifications, email, and/or phone as appropriate.
Club Rescheduling: In some cases, the Club might not fully cancel but rather postpone or reschedule an event (for example, a tournament is moved to the following weekend due to a snowstorm). We will inform all affected players of the new date/time. If the new date/time does not work for you, you may choose to cancel your participation and receive a refund/credit. We do this to maintain flexibility while ensuring you’re not penalized for a change we initiated.
Partial Cancellations: If an ongoing session is cut short by the Club (perhaps a lights failure ends play early, or thunderstorm stops an outdoor event), we will provide a partial credit or refund. Typically, if less than half the session was completed, we’d issue a full credit for that session; if more than half was completed, we might issue a prorated credit or other compensation as appropriate. Our goal is to be fair and transparent – you should get the value you pay for, or get your money back when we cannot deliver a session.
Medical or Emergency Issues (Player-Initiated): This isn’t exactly “Club cancels,” but as a courtesy we include it here: If you cannot attend a booking due to a serious medical issue or other emergency, and you inform us in advance, the Club may (at its discretion) offer an exception by providing an account credit or refund for that session. For example, if you or your dependent suddenly is injured or ill and you notify us before the session starts, we’ll work with you – documentation may be required for a refund, and these are handled case-by-case with empathy. This is in line with our Waiver’s terms allowing flexibility for medical reasons. However, please note that aside from such special circumstances, the standard cancellation policy (and fees) will apply.

Rest assured, if Xcel Padel has to cancel, you won’t be charged. We value your time and patronage, and any inconvenience caused by us will be made right either by rebooking or refunding you. We strive to keep Club-initiated cancellations rare.

Refund Rules
Our refund policy is straightforward and designed to be fair while sustaining club operations:

Timely Cancellations (by You): If you cancel a booking before the required deadline (per your membership type), you won't be penalized. Any fees you pre-paid for that booking will be returned to you as a credit on your account or refunded to your original payment method. For instance, if a Core or Prime member cancels a court 24 hours in advance (or 6 hours for Founder's Members), the app will either not charge them or will issue a full refund/credit automatically. We generally prefer to issue Club credits for use on future bookings (as is common in premium clubs). These refunds/credits are processed promptly through our system.
Late Cancellations/No-Shows: If you cancel after the deadline or simply don’t show up, you will be charged in full for the booking (no refund or credit). This is a core part of our policy – no refunds for late cancellations or no-shows. The charges help offset the lost opportunity to fill your spot. As noted, the fee will be automatically charged to your saved payment method. There are no exceptions to this rule for change of mind or scheduling conflicts. Please do not ask for a refund for a no-show or last-minute cancel – we apply the policy uniformly to be fair to all members. (The only potential exception is the extreme emergency/medical scenario mentioned in Club Cancellations, which is at management’s discretion.)
Club-Initiated Cancellations: If the Club cancels your booking, you are entitled to a full refund or credit for that session. We won’t make you choose a credit if you prefer a refund in those cases – just let us know your preference. The refund will cover the amount you paid for that booking. If only part of a session was delivered (e.g., half a lesson before a facility issue), we will issue a fair partial refund/credit accordingly.
How Credits Work: Account credits issued under this policy will appear in your Xcel Padel/Playtomic account and will automatically apply to future bookings at checkout. Credits typically have no expiry for active members (or at least several months validity for non-members). They are non-transferable and only usable for Xcel Padel services. If you cancel a membership and have unused credits, talk to us about utilizing them before termination. We do not convert credits to cash, except in cases where a refund was warranted but a credit was given by mutual agreement.
No Refund Scenarios: To avoid any doubt, no refunds or credits will be given for:
- Last-minute change of mind – e.g., deciding not to play because you’re “not in the mood” an hour before (please understand we must enforce the deadline).
- Partial attendance – if you arrive very late or leave a session early, you’re not entitled to a refund for the missed portion. Similarly, if your match ends early because you and your friends decided to stop playing, we don’t refund unused time.
- Failure to cancel properly – e.g., telling a coach or receptionist verbally that you can’t make next week is not a formal cancellation; you must cancel through Playtomic or written notice. If it wasn’t canceled in the system in time, it’s not eligible for refund.
- Membership fees – this policy is about booking fees; membership dues and initiation fees are governed by your membership agreement (generally those are not refundable once paid, per the Waiver). Canceling your membership doesn’t retroactively refund any booking fees or vice versa.

In summary, if you follow the rules and cancel in time, you won’t lose your money. If you cancel late or no-show, we will retain the fee – this is standard across top clubs to encourage commitment. If we cancel on you, we make sure you don’t pay for what you didn’t get. All refunds and credits are processed in a timely manner, and any questions about charges can be directed to our billing support.

Liability Waiver Requirement
All participants must have a signed Liability Waiver on file before playing at Xcel Padel. This includes members, their guests, and anyone taking a class or attending an event. The Membership & Participation Waiver (which is often accepted electronically via the Playtomic app during signup) covers the assumption of risk and release of liability for using our facilities. If you are booking on behalf of others (e.g., adding a guest to your court), it is your responsibility to ensure your guests also sign the waiver prior to play. New players can typically sign the waiver through the app invitation or at the front desk when they arrive. No one will be permitted to play without agreeing to the waiver, as it’s a condition of participation at our club.
This waiver requirement is referenced in our membership agreement and is standard practice (all reputable clubs enforce liability waivers). By booking a session, you acknowledge that you (and any player you book for) are bound by that waiver. The waiver highlights important safety rules and personal responsibility, so we advise reading it in full when you sign it. There is also a code of conduct in the waiver that all players must follow.
In practical terms, when you arrive for your booking, our check-in system will verify that you (and any guests with you) have a waiver on file. If not, you will be asked to sign it on the spot (which can be done via a quick digital form). It’s best to handle this ahead of time to avoid delaying your game. Remember: no waiver, no play – it’s for everyone’s protection.
Group and Corporate Bookings
Xcel Padel welcomes group bookings, whether it’s a few extra guests coming with a member, a large group of friends renting multiple courts, or a corporate event. However, these bookings often involve special arrangements and thus have additional conditions:

Guest Policy for Members: Members are allowed to bring guests to play. When booking a court, a member can add non-member guests to the reservation (just include their names or mark them as guests in the app). The member is considered the host and is responsible for the booking. Guests are subject to the same cancellation and no-show rules. If a guest no-shows or cancels late, the hosting member’s account will be charged the fee (it’s up to the member to collect any owed share from their guest). Also, as noted, every guest must sign the liability waiver before playing – members should forward the waiver link or ensure the guest checks in at the desk to sign. We love seeing new faces, but note that repeat guest play may be limited (e.g., a guest might be allowed a certain number of visits before needing to consider membership). This ensures fairness in membership value.
Group Court Rentals: If you plan to book multiple courts or a large group session (e.g., reserving 2-4 courts for a weekend group outing), we encourage you to contact the club in advance. For large bookings of 3 or more courts, we may require a deposit or even a simple contract to confirm the reservation, especially during peak times. The cancellation deadline for group bookings of this scale might be extended (for example, we might require 48 hours notice for cancelling an event that spans many courts, due to the difficulty of reallocating so much time). When you arrange a multi-court booking, our staff will communicate any special terms (including cancellation terms) clearly. In general, at least 24 hours notice is required to cancel multi-court bookings without penalty, and we strongly prefer 48+ hours for larger events. Late cancellation of a multi-court booking will incur fees (up to the full cost of all courts reserved). Xcel Padel reserves the right to adjust these timeframes based on the event type.
Corporate & Private Events: For corporate events, charity tournaments, or private parties at Xcel Padel (which might include court time, instructors, catering, etc.), different terms apply. These events typically involve a separate event agreement. A 50% deposit is usually required to secure the date, with the balance due by the event date. The cancellation policy will be clearly outlined in your event agreement; generally, we require at least 48 hours notice for cancellations to receive a partial refund of your deposit. Cancellations with less than 48 hours' notice may result in forfeiting some or all of the deposit, as we incur costs preparing for your event. Cancelling on the event day (or a no-show) will result in full charges with no refund. We strive to be accommodating—such as helping reschedule if needed—but must enforce these terms to protect our schedule and resources. All participants who aren't already members must sign waivers—we can facilitate bulk waiver signing in advance. Xcel Padel reserves the right to adjust these timeframes based on the event type.
Payment and Billing for Groups: Large group or corporate bookings can be paid via invoice by special arrangement. By default, the person making the booking (or the company) is financially responsible for all charges. Additional services (like equipment rental, catering, trainers) will be itemized. Group organizers should ensure their participants are aware of any expectations (for example, if a company covers the court fees but participants will be charged for late cancellations on their own—these details should be clear upfront). We are happy to work out the details case-by-case to meet your needs.
Behavior and Liability: The member or organizer making a group booking is responsible for the group’s adherence to club rules. Group and corporate outings should maintain the same level of sportsmanship and respect as regular play. If guests violate policies or cause damage, the organizing member/company may be held accountable for costs or disciplinary action. We want group events to be fun and successful, so our staff will be on hand to help things run smoothly.

Summary: Group and corporate bookings are welcome, but please plan ahead and be aware of potentially stricter cancellation terms. Communicate with our team for any booking involving many players. Always ensure waivers are signed and everyone knows the plan. By setting clear expectations (just as other top clubs do for group events), we ensure a premium experience for your group and our members.