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.

 

Membership plan cancellations are governed by the Xcel Padel Terms and Conditions and your membership agreement, not by this document. In summary: for a standard membership without commitment terms, you may cancel at any time after your billing date, your benefits continue through the end of the billing cycle you have already paid for, and you are not billed again after that. Memberships sold with commitment terms cannot be canceled on your own during the commitment period, and you must contact the club to end one (see Membership Cancellations below).

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This policy is intended to discourage abuse of the booking system while encouraging responsible scheduling and courteous cancellation when necessary.

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Membership Cancellations

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Membership cancellations are handled as follows. The full terms are in your membership agreement and the Xcel Padel Terms and Conditions.

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• Standard memberships (no commitment term): You may cancel at any time after your billing date. When you cancel, your membership benefits continue until the end of the current billing cycle that you have already paid for. You will not be charged for the following cycle. No refunds are given for the current cycle or for any cycle already paid.

• Memberships with commitment terms (for example a 3 month or annual plan): These cannot be canceled by the member during the commitment period. To end a commitment membership you must contact the club directly. Any early release from a commitment term is at the club's discretion and is generally considered only for documented medical conditions, relocation, or other severe circumstances.

 

Cancellation of a membership does not cancel or refund any separate court, class, or event bookings you have already made and paid for. Those remain subject to the booking rules in this policy.

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Booking Methods

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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. To book a session, 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.

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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. 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 and guests may have limited advance booking privileges. Regardless of method, all bookings must be confirmed through our system so that the reservation is official and the cancellation policy applies.

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Payment Terms

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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 (for example a full court's fee) at the time of checkout.

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For bookings made in person or by phone, we will request for all participants to create Playtomic accounts.

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How Cancellation and No-Show Fees Are Collected: Xcel Padel can only automatically charge a late cancellation fee or a no-show fee when you have an active card that you authorized through the Playtomic app. When you book and pay through Playtomic, that authorization is in place and any fee under this policy is charged to that card.

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To keep fees simple and avoid any dispute, we recommend booking and paying through the Playtomic app so that the cancellation terms apply cleanly to a card you have authorized.

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Charges for Cancellations and 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 (for example 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.

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Refund Format: If you are entitled to a refund according to this policy (for example 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. Xcel Padel 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.

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Cancellation Deadlines & Fees

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

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• 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.

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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 or 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).

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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. Where you have a card authorized through Playtomic, the late cancellation fee will be charged to that card. If there is no card on file, the fee will be recorded as an outstanding balance on your account (see How Cancellation and No-Show Fees Are Collected). Repeated late cancellations may be noted on your account and could affect your booking privileges over time.

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Policy for Non-Members and Guests: If non-members are permitted to book courts (for example 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.

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No-Show Rules

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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.

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• 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 are 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. It will not waive any fees, but it is the courteous thing to do.

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What Counts as a No-Show: If you do not show up by 15 minutes after your session's start time, and have not canceled beforehand, it is 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 have not 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. No-show fees are collected the same way as late cancellation fees (see How Cancellation and No-Show Fees Are Collected). Always cancel in advance if you cannot attend, to avoid fees and allow others a chance to play.

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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, including a requirement to prepay for future bookings or the loss of phone and front desk booking privileges. Our aim is to encourage responsible booking behavior, so that courts and classes do not go unused while other players are waiting.

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Rescheduling Policy

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We understand that sometimes you do not want to fully cancel, but rather reschedule your booking to a different time. Xcel Padel handles rescheduling as follows:

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• Before the Deadline: If you wish to change your court time or move to a different class and it is before the cancellation deadline, the easiest method is to cancel your original booking through the app and then book the new time. There is no penalty for doing this as long as it is done with sufficient notice (24 or more hours for Core and Prime, 6 or more 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.

• After the Deadline: If you seek to reschedule within the late cancellation window (for example, on the same day of the booking), it will be treated as a late cancellation of the original booking. 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. 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 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. If extreme weather or sudden facility issues affect your booking, those fall under Club Cancellations (see below) and you will not be penalized. If it is a personal issue, 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: 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 you found someone else to use your court. For classes or clinics, slots are person-specific and generally non-transferable unless the club approves a switch with someone on the waitlist.

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Special Provisions for Programs & Lessons

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Certain offerings have unique terms due to their format or importance.

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• Clinics & Group Classes: Club-run group activities such as training clinics, group lessons, and leagues follow the same cancellation windows as regular bookings. Core and 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 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 cannot 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. 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 and 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. It is usually possible to reschedule a lesson if you give early notice, subject to the coach's availability.

• Tournaments & Open Play: For competitive events such as 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 the event's start (6 hours for Founder's members), 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 are set, no refunds will be issued for dropping out. No-shows on the day of a tournament or match are particularly disruptive and 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 from a waitlist, but we cannot guarantee that or any refund.

• Junior Programs & Multi-Week Sessions: For programs that span multiple sessions (such as a multi-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 (for example, a week or more before the first session). Once the program has started, the fees are typically non-refundable. We price these programs as packages and commit resources based on full enrollment. If a junior player is injured mid-program, we can discuss a prorated credit for the remaining sessions with a doctor's note. 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 (for example a visiting pro clinic, a 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. Because such events have limited spots and high demand, we might require full payment upfront and a longer notice (24 to 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, all participants will receive a full refund or credit for that event.

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Club Cancellations (Initiated by Xcel Padel)

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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 (such as a court maintenance problem or 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 notify you as soon as possible and will not charge you for the canceled session.

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• If the Club Cancels: You will be given the option of a full refund or an account credit for any fees you have already paid for that booking. We can also try to reschedule you to a comparable session if feasible. The default is that you will not lose your payment. It will either be refunded to your card or placed as credit in your Xcel account, at your preference. We will communicate the cancellation via the Playtomic app notifications, email, 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 and time. If the new date or time does not work for you, you may choose to cancel your participation and receive a refund or credit.

• Partial Cancellations: If an ongoing session is cut short by the Club (for example a lights failure ends play early, or a thunderstorm stops an outdoor event), we will provide a partial credit or refund. Typically, if less than half the session was completed, we would issue a full credit for that session. If more than half was completed, we might issue a prorated credit or other compensation as appropriate.

• Medical or Emergency Issues (Player-Initiated): 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. Documentation may be required for a refund, and these are handled case-by-case. Aside from such special circumstances, the standard cancellation policy and fees will apply.

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If Xcel Padel has to cancel, you will not be charged. Any inconvenience caused by us will be made right either by rebooking or refunding you.

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Refund Rules

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Our refund policy is designed to be fair while sustaining club operations:

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• Timely Cancellations (by You): If you cancel a booking before the required deadline for your membership type, you will not 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 or credit automatically. We generally prefer to issue Club credits for use on future bookings.

• Late Cancellations and No-Shows: If you cancel after the deadline or do not show up, you will be charged in full for the booking, with no refund or credit. The charges help offset the lost opportunity to fill your spot. Where you have a card authorized through Playtomic the fee will be charged to that card. Otherwise it will be billed to your account as an outstanding balance (see How Cancellation and No-Show Fees Are Collected). There are no exceptions to this rule for change of mind or scheduling conflicts. The only potential exception is the extreme emergency or 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. Just let us know your preference. If only part of a session was delivered, we will issue a fair partial refund or credit accordingly.

• How Credits Work: Account credits issued under this policy will appear in your Xcel Padel or 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, for example deciding not to play an hour before.

• Partial attendance. If you arrive very late or leave a session early, you are not entitled to a refund for the missed portion. If your match ends early because you and your friends decided to stop playing, we do not refund unused time.

• Failure to cancel properly. Telling a coach or receptionist verbally that you cannot make next week is not a formal cancellation. You must cancel through Playtomic or written notice. If it was not canceled in the system in time, it is not eligible for refund.

• Membership fees. This policy is about booking fees. Membership dues and initiation fees are governed by your membership agreement and the Xcel Padel Terms and Conditions. Canceling your membership does not retroactively refund any booking fees or vice versa.

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Liability Waiver Requirement

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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 (for example 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 is a condition of participation at our club.

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This waiver requirement is referenced in our membership agreement. 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.

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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 is best to handle this ahead of time to avoid delaying your game. No waiver, no play.

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Group and Corporate Bookings

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Xcel Padel welcomes group bookings, whether it is a few extra guests coming with a member, a large group of friends renting multiple courts, or a corporate event. These bookings often involve special arrangements and have additional conditions:

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• 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. 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, and it is up to the member to collect any owed share from their guest. Every guest must sign the liability waiver before playing. Repeat guest play may be limited, for example a guest might be allowed a certain number of visits before needing to consider membership.

• Group Court Rentals: If you plan to book multiple courts or a large group session, we encourage you to contact the club in advance. For large bookings of 3 or more courts, we may require a deposit or a simple contract to confirm the reservation, especially during peak times. The cancellation deadline for group bookings of this scale may be extended, for example 48 hours notice for cancelling an event that spans many courts. When you arrange a multi-court booking, our staff will communicate any special terms clearly. In general, at least 24 hours notice is required to cancel multi-court bookings without penalty, and we strongly prefer 48 or more hours for larger events. Late cancellation of a multi-court booking will incur fees up to the full cost of all courts reserved.

• Corporate & Private Events: For corporate events, charity tournaments, or private parties at Xcel Padel, 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. Cancelling on the event day, or a no-show, will result in full charges with no refund. All participants who are not already members must sign waivers, and we can facilitate bulk waiver signing in advance.

• 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 such as equipment rental, catering, and 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.

• 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 or company may be held accountable for costs or disciplinary action.