This policy explains how to cancel a booking with ACE TENNIS ACADEMY SDN. BHD. and when a refund is paid, including the refund timeframe. It applies to coaching, court rental, and the other services listed on our website.
Refund timeframe (ETA): once a refund is approved, we will return the approved amount to the original payment method within fourteen (14) working days. Working days are Monday to Friday, excluding Malaysian public holidays.
1. How to cancel
Send your cancellation or refund request by WhatsApp to +60 11-5667 6863 or by email to acetennisacademy@gmail.com. Include the player’s name, the service booked, the date and time, and whether you want to reschedule or request a refund.
2. Coaching sessions
- Cancel or reschedule a confirmed session at least 24 hours before the scheduled start time. We will move the session to another available slot within the package validity period, or treat it as unused.
- Cancellation with less than 24 hours’ notice, or a no-show, means that session is charged and is not refundable, because the coach and court have been reserved.
- If we cancel a session, we will offer another slot. If a replacement slot is not acceptable to you, the unused session fee is refundable under the timeframe below.
3. Lesson packages
- If you cancel a package before any session has been used, we will refund the amount paid, less any non-refundable payment-provider fee that we cannot recover.
- If you cancel after one or more sessions have been used, the refund is the amount paid minus the published per-hour rate for each session already delivered, and minus any non-refundable payment-provider fee.
- Sessions that remain unused after the package validity ends (30 days for 4- and 8-session packages, and 60 days for 12- and 24-session packages) are not refundable, unless we caused the sessions to lapse.
4. Court rental
- Cancel a court booking at least 24 hours before the booked start time for a full refund of the court fee.
- Cancellation inside 24 hours, or a no-show, is not refundable.
- If we cannot provide the court at the booked time and cannot offer a suitable alternative, the court fee is refunded in full.
5. Other services
- Racquet rental, ball-basket rental, physiotherapy, sports massage, and ice bath appointments follow the same 24-hour cancellation rule as court bookings.
- Stringing and overgrip fitting are not refundable once the work has been carried out.
6. Refund timeframe
We will review a complete refund request and confirm approval or the reason for refusal within three (3) working days of receiving it.
After approval, the refund is sent to the original payment method within fourteen (14) working days. That 14-working-day period is our refund ETA. Your bank or card issuer may take additional time to show the credit on your statement after we have released it. If you paid in cash at the academy, the refund is available for collection at our Petaling Jaya address, or by bank transfer if you give us account details, within the same 14 working days.
7. Contact
ACE TENNIS ACADEMY SDN. BHD.
5, Bangunan TH, Jalan Bersatu, Jalan 13/4, Section 13, 46200 Petaling Jaya, Selangor, Malaysia
acetennisacademy@gmail.com · +60 11-5667 6863