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Customer Service Charter


Like most small businesses, we know that our success lies in our ability to provide excellent service to our customers both on and off the court. We love being a part of our club communities and providing excellent care and attention is what drives the following promises to you:




We will respond promptly to your enquiry via phone call and email. 


We aim to respond to emails within two working days.


We aim to respond to phone calls within business hours that day. (Voice messages left after hours will be  responded to the next working day)


We will provide accurate and up to date information. 


Our coaches can keep contact with you as well. Our coaches aim to respond to text or voice messages within one working day. (24 hours on Working Days)

Our Fireball Off-Court Team will know and adhere to our customer service principals. 




Our service to you will be conducted with integrity and honesty.


We will focus on helping you find solutions for your children’s (and your) needs.


Every customer is treated equally.


Full payment is required at the start of the new term. 
Direct debit payments are an exception to this ruling. 


NO REFUNDS OR MAKEUPS will be given for non-attendance for all tennis lessons. 


Refunds are only granted for medical reasons, and our first option will be to credit missed lessons to the following term. 


Late Penalty fees will be applied to member invoices for member invoices that are late by three weeks and no notice is provided to our member services team. The three-week time frame begins once the invoices have been sent. 
Fireball offers flexible friendly payment plans, but notice must be provided and approval from our Fireball Member Services Team. 


If payment is not made on time or an arrangement made by contacting Fireball Tennis Academy beforehand, you/your child may be removed from the class list and the Coach will be advised to not allow you/your child to take part in the lesson.



Unless member services have been informed via email or phone on the second last week of the current term, members are automatically booked into the following term. 



If lessons are washed out you will receive an SMS text message informing you of the wash out.  If you do not receive an SMS message, lessons will be conducted at the usual class time. If you have not heard from us please always assume the lesson is on schedule. 



Due to Covid-19, our wet weather program is postponed as we have no access to the club rooms and limited spacing indoors. 

We will inform our members once we have accessibility to continue with our wet weather program. 

The wet weather program is only for group lessons and squads. It is the decision of the private coach whether they will continue a wet weather program for a private lesson


If the temperature is 37 degrees or above you will receive an SMS text message informing you of a heat out. 

When the temperature is between 36-36.9 degrees, we will then apply the ‘Fireball Tennis Heat Program’. Which is a friendly and safely adjusted tennis lesson to be ran in these conditions. 




Fireball Tennis Academy offers make-up tennis lessons as a courtesy to all members who have notified us that they cannot attend one of their scheduled tennis classes.  Make up classes are subject to availability of an appropriate and equivalent class. Please be flexible with days, times and coaches when wanting to book a make-up class.


A minimum of 12 hours notice must be given for a cancellation of a group / squad tennis lesson.

A minimum of 12 hours  notice must be given for a cancellation of a private / semi-private tennis lesson.


No notification, no make up lesson.


This notice period is due to our software program that requires before day bookings for all makeups. 


For exceptional (medical) circumstances, where this notice period cannot be provided, please contact our member services team to discuss this.  


Members are offered make up tennis lessons during any one term of tennis if places are available. All make-up lessons must be completed within the term of the missed lessons and may not be transferred to another student. Make-up lessons may only be carried over to the holidays or the following term under special circumstances at the discretion of Fireball Tennis Management and where reasonable effort has been made to schedule them in the current term.


Please note, we are reasonable and exceptions to the above notification timeframes will be considered under special circumstances.


Make up lessons may be taken before the missed lesson if you know you are going to be away later in the term e.g. family holiday, school camp etc.

Do not leave your make up lesson to the last week of Term. You may miss out due to full classes.



Fireball Tennis Academy is moving all make-up bookings to our online portal. This includes all forms of private lessons. This will ensure an easier step process on being able to organise makeups in accordance to lesson availability. 

Fireball Coaches will inform our Member Services Team on additional days they are available throughout the term, so members can book lessons online. 


If you are not familiar with our Online Student Portal, please visit our website for a step by step guide on how to access and use the Fireball Online Portal. 


Cancellation of enrolments can only be done one week prior to the end of the term. Any cancellations after this date will incur a penalty fee. 


If you wish to cancel your enrolment permanently, please notify Fireball Member Services ASAP or at the end of the term before invoices for the following term are sent out. There is no refund for remaining lessons if the cancellation occurs during the term.


If the cancellation is due to medical reasons, a credit may be given upon receipt of a Doctor’s certificate verifying the medical reason for the cancellation.



Unpaid Fireball Member invoices will be sent to a third party provider to collect the outstanding fees. 


MELBOURNE, Victoria Australia

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