POLICIES

If you would like a copy of these policies or any of our other policies (including Diversity and Inclusion and our Whistleblowing policy) please email us.

TERMS AND CONDITIONS

RULES

Virtus Leisure Management accepts no responsibility for lost or damaged property.
A non-smoking policy operates throughout the tennis centre and premises.
With the exception of guide dogs, dogs are not permitted on tennis courts or inside the building.
Riding of bicycles and scooters on the courts or in the building is not allowed. Bicycles must be stored in the bicycle rack provided.
Lost property found should be handed into reception.
Players are required to wear non-marking shoes on the courts.
Food and drinks are not allowed on court except drinks in sealed containers.
Parents/carers of children aged 13 and under should remain on the premises. Parents/carers are asked to supervise all children not involved in activities, for their own safety and the comfort of others.
Our team only deserve to work with customers and players who are a pleasure to work with. We reserve the right to cancel any booking or lessons with anyone who does not meet this criteria. If we cancel our agreement, we will give 30 day’s notice after which all services will be suspended.
Virtus Leisure Management reserves the right to deny entry to any person if there is evidence of misconduct or abusive behaviour.

COACHING PROGRAMME

This includes all coach/tutor-led activities in Tennis, S&C and Coach Education courses

A trial group session is available for new players in the coaching programme.
Coaching programme participants must be members.
Courses and sessions must be booked and paid for in advance. If you do not pay by the allocated deadline date, we cannot guarantee your place.
No refund or transfer of lessons or courses is permitted in the event of non attendance by the customer regardless of the circumstances.
Coronavirus: if you choose not to attend, if you have symptoms and need to self isolate, or are told to self isolate by NHS Test and Trace, no refund or transfer of lessons is permitted.
In the case of prolonged illness or injury:
- There are no credits or refunds for missed sessions
- Please inform us in writing if you or your child has a prolonged illness or injury. You will be required to pay for the first 4 weeks of missed sessions from the date of notice given and a credit* or refund will be given for further sessions missed.
- Please note that your/your child’s space will not be reserved for the following term.
Supervision of children: Children must be taken to/collected from activities by an adult. We recommend that all children should be supervised during their visit to the centre. Parents/carers should remain on the premises during the session for children aged 13 or under.
It may be necessary, on occasions, to change a coach or to arrange a substitute coach.
We reserve the right to cancel sessions or close groups. In this case players will be credited or refunded.
Club sessions are booked weekly. Payment is made at the time of booking. If you cancel 24 hours in advance, the fee will be credited* to your account or refunded. There is no credit for cancellations made less than 24 hours in advance.
Holiday activities may be booked by members and non-members. Payment is made at the time of booking. If you cancel 24 hours in advance, the fee will be credited* to your account or refunded. There is no credit for cancellations made less than 24 hours in advance.

*Credits must be used within 6 months

TENNIS COURTS PRIVATE LESSONS

Lessons are arranged directly with a coach.
Courts can be booked in advance for lessons and payment is at time of booking.
Cancellation of the coach requires 24 hours’ notice directly to the coach. Normal cancellation rules apply.

*Credits must be used within 6 months

For the purposes of the General Data Protection Regulation ("GDPR") and UK data protection laws, the controller is Virtus Leisure Management (VLM) (the “Venue”) of VLM Head Office, Avebury Road, Orpington, BR69SA.

For the purposes of the GDPR and UK data protection laws, “the member” is anyone that has purchased a service or completed a course or activity with VTC.

This privacy policy sets out the way we process your personal data and we’ve created this privacy policy to make sure you are aware of how we use your data as a member of our tennis venue.

How we collect your information

We may collect your personal data in a few limited ways, namely:

Directly from you, when you take out membership or purchase a service, when you make enquiries on our website, when you provide information via VTC content management software, or when you interact with us during your time as a member in various other ways.
From someone else who has applied for membership on your behalf (for example a family member or your tennis coach who has provided us with your contact details for that purpose);
From the LTA (for example, where the LTA passes on your details to us in connection with a complaint or query you have raised about courses)

The types of information we collect

We may collect the following types of personal data about you:

Contact and communications information, including your contact details (including email address(es), telephone numbers and postal address(es) and records of purchases, communications and interactions we have had with you);
Financial information, including Direct Debit details;
Certain other information which you volunteer when making use of your membership benefits (for example, when making court bookings or making use of other Venue facilities).

We may also collect data about your health or medical conditions, where you have volunteered this, for example so that we can cater for you when you attend the centre.

How we use personal data

Personal data provided to us will be used for the purposes set out at the time of collection and, where relevant, in accordance with any preferences you express.

More generally, we will use your personal data for the following purposes:

Administration of your VTC booking, including:
- informing you about coaching courses
- taking payment for coaching courses

Fulfilment of orders for goods and services, including coaching bookings;
Research and statistical analysis about who is attending our coaching courses
- Where this is necessary for our legitimate interests (for example in increasing use of our Venue’s facilities and participation in the game generally);
Communication about our activities that we think may be of interest to you;
Storing your details on the software platform we use for our online Venue member management database.
Promoting our Venue and promoting goods and services of third parties (for example, equipment suppliers, operators of coaching courses, and organisers of tennis events) where we think this will be of interest to you;
- Where this is necessary for our legitimate interests (or the legitimate interests of a third party), and/or where we have your consent, as applicable.

Your marketing preferences

We will always respect your wishes in respect of what type of communications you want to receive from us and how you want to receive them. There are some communications, however, that we need to send you regardless of your marketing preferences in order for us to fulfil our contractual obligations to you as a user of our Coaching Services. Examples of these essential service communications are:

Records of transactions, such as payment receipts or Direct Debit confirmations (as applicable).
Information about courses you are booking on to including course information, venue information, tutor information or any need to change prior arrangements.

You are in control of how we communicate with you. You can update your choices and/or your contact details by contacting us at:

Telephone: 0204 513 2676
Email: info@virtusleisuremanagement.co.uk

Post: Virtus Leisure Management c/o Bromley Tennis Centre, Avebury Road, Orpington, BR69SA

Sharing your information with others

We do not sell or share your personal data for other organisations to use other than as set out below.

Personal data collected and processed by us may be shared with the following third parties, where necessary:

Our employees and volunteers, for the purposes of administering your bookings or queries.
Our contractors and suppliers, including coaches, any provider of booking management services.

How long your information is kept

We keep your personal data only for as long as necessary for each purpose we use it. For most pieces of data, this means we retain it for so long as you have a valid account and for a period of six years after your last interaction with us (for accounting, tax reporting and record-keeping purposes).

Your rights

Under certain circumstances, by law you have the right to:

Request access to your personal data (commonly known as a "data subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate information we hold about you corrected.
Request erasure of your personal data. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have exercised your right to object to processing (see below).
Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal data for direct marketing purposes.
Request the restriction of processing of your personal data. This enables you to ask us to suspend the processing of personal data about you, for example if you want us to establish its accuracy or the reason for processing it. You can also withdraw your consent, where this is the basis for our processing your data (without affecting the lawfulness of our previous processing based on consent).
Request the transfer of your personal data to another party.

Please note that the above rights are not absolute, and we may be entitled to refuse requests where exceptions apply.

Contact and complaints

If you have any queries about this privacy policy or how we process your personal data, or if you wish to exercise any of your legal rights, you may contact Sarah Langford

by email: sarah.langford@virtuslm.co.uk or emma.wanostrocht@virtuslm.co.uk
by telephone: 0204 513 2676
or by post: Virtus Leisure Management c/o Bromley Tennis Centre, Avebury, Orpington, Kent, BR6 9SA

If you are not satisfied with how we are processing your personal data, you can make a complaint to the Information Commissioner. You can find out more about your rights under applicable data protection laws from the Information Commissioner’s Office website: www.ico.org.uk.