• Metro Tennis coaches will only cancel a session due to weather if the courts are unplayable.  Clients will be notified approximately 30 minutes before a session starts.  This decision will take into account: playing surface, intensity of rain, current weather forecast, age of players.

• Players will be issued a credit if a session is cancelled by Metro Tennis Ltd.  This credit will be valid for a maximum of 1 month from the date of issue.

• Credits will not be issued if a client is unable to attend a session.

• If any session runs for more than 50% of the allotted time, the session is deemed to have taken place.

• Coaches will manage sessions carefully in slippery conditions, utilising controlled activities such as basket feeding and drills to mitigate the risk of injuries

• It is requested that all players bring a waterproof jacket to sessions as if there is light rain the session will continue.

• If junior sessions are cut short by rain, coaches will ensure juniors remain safe and supervised until parents / carers arrive.

Policy Review: Annually
Approved by: Metro Mustafa (Metro Tennis Owner / Head Coach)
Date: 13.03.2026

Purpose

This Code of Conduct sets the standards of behaviour expected from all coaches, assistants, volunteers, players, parents and partners working with or participating in Metro Tennis activities. It aligns with the Lawn Tennis Association (LTA) values and safeguarding guidelines to ensure a positive, safe and inclusive tennis environment.

1. General Principles

Everyone involved in Metro Tennis must:

• Show respect, fairness and integrity in all interactions.
• Prioritise the well-being, enjoyment and safety of all players.
• Promote equality, diversity and inclusion.
• Act as positive role models both on and off court.
• Uphold LTA safeguarding, anti-bullying and equality policies.

2. Coaches and Staff

Coaches, assistants and volunteers must:

• Hold valid LTA accreditation (or supervision from an accredited coach).
• Maintain up-to-date DBS checks, first aid and safeguarding training.
• Deliver sessions safely, fairly and with appropriate supervision ratios.
• Never engage in or tolerate any form of discrimination, bullying or abuse.
• Communicate appropriately with children, parents and colleagues.
• Avoid situations that could be misinterpreted or compromise trust.
• Report any safeguarding or welfare concerns immediately following LTA procedures.

3. Players

Players are expected to:

• Respect coaches, officials, other players, and club property.
• Play fairly, honestly, and within the rules.
• Support and encourage others – no bullying, foul language or intimidation.
• Take responsibility for their behaviour during all coaching, matches and events.

4. Parents and Carers

Parents and carers should:

• Encourage their child’s enjoyment and effort over results.
• Communicate respectfully with coaches and other parents.
• Never use inappropriate language, ridicule, or pressure players.
• Follow the guidance of coaches during sessions and events.
• Raise any concerns directly and appropriately with the Head Coach or Welfare Officer.

5. Partner Clubs and Schools

Metro Tennis will:

• Work collaboratively with all venues, respecting their policies and welfare structures.
• Ensure all sessions run under appropriate insurance and safeguarding arrangements.
• Maintain open communication with club committees, school leads, and welfare officers.

6. Breaches of the Code

Breaches of this Code will be addressed fairly and promptly. Depending on severity, consequences may include:

• Verbal or written warning
• Suspension from sessions or activities
• Reporting to the LTA or other relevant authority

7. Review

This policy will be reviewed annually or in line with updates to LTA safeguarding or conduct guidance.Policy Review: Annually or following any incident or change in legislation.                          Approved by: Metro Mustafa (Metro Tennis Owner/ Head Coach)
Date: 13.03.2026

MetroTennis reserves the right to cancel any course before it is due to commence for any reason. If cancellation is due to low group numbers, the participant will be offered alternative course dates or a full refund.

We will only cancel a session due to weather if the courts are unplayable. You will be notified a minimum of 30 minutes before the session starts. 

Juniors will be issued a credit if a session is cancelled by MetroTennis. Credits will be valid for a maximum of 1 months from the date of issue.

Credits will not be issued if a junior cannot attend a session.

If any session runs for more than 50% of the allotted time, the session is deemed to have taken place. 

Please make sure all players have a waterproof as if there is light rain the session will still take place.

Appropriate footwear, i.e. tennis trainers, must be worn to all sessions to avoid any injury.      

MetroTennis reserves the right to exclude any participant from a session and future sessions. 

Coach / Player Ratios This will vary depending on a number of factors including the age of players, facilities available, the type of activity, the experience of the coach, and the presence of an assistant coach.  However, the following is a good indication of optimum levels:

Tots = Ratio of 1:12 [assuming parents present, otherwise 1:4]
U10s = Ratio of 1:10
11-17yrs = Ratio of 1:8 [across 2 courts]

MetroTennis reserves the right to cancel any course before it is due to commence for any reason. If cancellation is due to low group numbers, the participant will be offered alternative course dates or a full refund.

Credits or refunds will only be offered for missed sessions if at least 24 notice is given by the client. 

We will only cancel a session due to weather if the courts are unplayable. You will be notified a minimum of 30 mins before the session starts if it is to be cancelled.  

We will try to rearrange any cancelled session but if this is not possible your account will be credited for that session. Credits will be valid for 1 month from date of issue.

If any session runs for more than 50% of the allotted time, the session is deemed to have taken place.

Appropriate footwear, i.e. tennis trainers, must be worn to all sessions to avoid any injury. 

MetroTennis reserves the right to exclude any participant from a session and future sessions. 

Coach / Player Ratios

This will vary depending on a number of factors including the facilities available, the type of activity and the experience of the coach.  However, a ratio of 1:8 across two courts is a good guideline.

Metro Tennis Ltd acknowledges its duty to safeguard and promote the welfare of children, adults, and adults at risk. Operating at Southfields Lawn Tennis Club (SLTC) and The Gardens Lawn Tennis Club, we commit to safeguarding practices that comply with statutory duties, government guidance, best practice, and LTA requirements. The full safeguarding policy is available on the Club websites.

We prioritise the safety and welfare of all participants, regardless of age, ability, disability, gender reassignment, race, religion or belief, sex, sexual orientation, or socio-economic background. All children and adults at risk have the right to a positive, safe, and inclusive tennis experience, protected from abuse.

We recognise some groups—such as disabled children and individuals from ethnic minorities—may be particularly vulnerable and take appropriate steps to safeguard their welfare.

Our safeguarding commitments include:

• Promoting and prioritising the safety and well-being of children and adults at risk.
• Ensuring all involved understand their safeguarding roles and receive appropriate training to identify and respond to concerns.
• Encouraging a culture where safeguarding concerns can be raised openly and taken seriously.
• Acting promptly on incidents or concerns, supporting those who raise or disclose issues.
• Maintaining confidential, accurate records of safeguarding concerns securely.
• Preventing the employment or deployment of unsuitable individuals.
• Implementing robust safeguarding procedures at all times.
• Ensuring all coaching staff have up-to-date DBS checks, first aid and safeguarding training.

The designated Welfare Officer for Metro Tennis is Gaby Mcwhinnie:
Email: gaby@metrotennis.co.uk
Mobile: 07715759039

The designated Welfare Officer for Southfields LTC can be contacted on:
Email: sltcwelfareofficer@gmail.com

The designated Welfare Officer for The Gardens LTC can be contacted on:
Email: welfare@gardenstennis.co.uk

Safeguarding policies and procedures are mandatory for all involved members. Non-compliance may result in dismissal or exclusion.

Whistleblowing
If anyone feels unable to raise concerns with the Club Welfare Officer, they can contact:

• LTA Safeguarding Team: 020 8487 7000
• Local Authority Designated Officer (LADO)
• NSPCC Helpline: 0808 800 5000

Details on whistleblowing are also contained within the safeguarding policy.

Policy Review: Every two years or following any change in legislation, government guidance, Local Safeguarding Children Board, LTA directives, or significant incidents
Approved by: Metro Mustafa (Metro Tennis Owner / Head Coach)
Date: 13.03.2026

Statement of Intent
METRO TENNIS Ltd (MT) is committed to valuing diversity, reducing inequality, and ensuring everyone is treated with dignity and respect. We aim to create an inclusive environment where every individual can benefit from play and sport. Our workforce and activities will reflect these principles.

Scope
This policy applies to all employees, contractors, volunteers, trustees, agency workers, parents, and anyone representing or engaging with MT.

Commitment
MT promotes equality of opportunity and opposes all forms of unlawful discrimination, including direct, indirect, associative, and perceptive discrimination, harassment, bullying, and victimisation. Protected characteristics under this policy follow the Equality Act 2010 and include age, disability, race, gender reassignment, marriage and civil partnership, pregnancy and maternity, religion or belief, sex, and sexual orientation.

Responsibilities
All staff and associates must uphold these principles. The Owner/ Head Coach leads the policy implementation and expects cooperation at all levels. Everyone involved in MT is responsible for fostering an inclusive culture and challenging discriminatory behaviours.

Key Definitions

• Direct discrimination: Treating someone less favourably because of a protected characteristic.
• Indirect discrimination: Policies or practices that disadvantage a protected group without justification.
• Harassment: Unwanted conduct violating dignity or creating hostile environments.
• Victimisation: Unfavourable treatment linked to complaints or support of complaints.
• Bullying: Abusive behaviour intended to undermine or harm others.

Implementation

• Promote equality through fair recruitment, inclusive practices, and reasonable adjustments for disabilities.
• Provide regular equality and diversity training for all employees and volunteers.
• Investigate and address discrimination and complaints promptly using disciplinary procedures.

Expectations for Behaviour
Everyone connected with MT must:

• Embrace and promote equality and diversity principles.
• Treat others respectfully without discrimination or harassment.
• Report any breaches via the designated safeguarding email.
• Support investigations fully and impartially.

Breach of Policy
Unlawful discrimination, harassment, bullying, or victimisation may result in disciplinary action, including dismissal. Complaints made in good faith will be protected under whistleblowing arrangements.

Metro Tennis Ltd reserves the right to withdraw their services if anyone they are working with (including but not limited to, partner, school, NGB) participates in discriminatory behaviour. This decision will only be taken after a full investigation in the circumstances.  We will fully support employees who speak out about discriminatory behaviour they have witnessed or experienced through reporting.

Monitoring and Review
MT will confidentially monitor diversity data to identify any gaps or concerns and take lawful positive action if necessary. This policy will be reviewed every two years or sooner if legislation changes.

Policy Review: Annually or following any incident or changes to legislation.
Approved by: Metro Mustafa (Metro Tennis Owner / Head Coach)
Date: 13.03.2026

 Customer Cancellations:

• Coaching sessions, camps, or court bookings may be cancelled up to 24 hours in advance. A credit will be issued for use against a future booking.
• Missed sessions without at least 24 hours’ notice are non-refundable and non-transferable, unless the cancellation has been initiated by Metro Tennis (see below) or is due to extended illness/injury (3 or more consecutive sessions missed) — a credit may be offered upon request and at our discretion.

Transfers:

• We will try to accommodate transfers to other available sessions, but this is subject to availability and not guaranteed.

Metro Tennis Cancellations:

• If we cancel a session or course due to low enrolment, adverse weather, or coach unavailability, we will offer:
  • An alternative session
  • A full credit, or
  • A full refund if no suitable alternatives are available

Courses:

• Booking a coaching course means committing to the entire course. Missed individual sessions are not credited or refunded, except in the cases noted above.

Policy Review: Annually or following changes to booking systems or procedures.
Approved by: Metro Mustafa (Metro Tennis Owner / Head Coach)
Date: 13.03.2026

Purpose

We are committed to providing high-quality tennis coaching within our clubs and schools. We welcome feedback and take complaints seriously, handling them fairly, promptly, and respectfully.

Scope

This policy applies to all players, parents/guardians, club members, school partners, and other stakeholders who engage with our coaching services.

Principles

• All complaints are treated confidentially and with respect.
• Complaints will be handled promptly and in line with this policy.
• We aim to resolve complaints informally where possible, but provide a formal process if needed.
• We will not treat any person making a complaint less favourably as a result.

How to Make a Complaint

1. Informal stage
Where possible, please speak directly to the Head Coach or the coach involved to resolve the issue quickly.

2. Formal stage
If the matter is not resolved informally, please put your complaint in writing to the Head Coach or Welfare Officer, including:

• Your name and contact details
• Details of the incident or concern (including dates, times, and locations)
• Any supporting evidence

Written complaints can be sent via email to metro@metrotennis.co.uk or gaby@metrotennis.co.uk

Handling of Complaints

• A written acknowledgment will be sent within 5 working days.
• The Head Coach or Welfare Officer will investigate (depending on nature of complaint), speaking to all relevant parties.
• A written response with findings and any actions to be taken will be provided within 15 working days where possible.
• If more time is required (e.g., during school holidays), we will keep you informed.

Appeals Process

If you are not satisfied with the outcome, you may request an appeal within 10 working days of receiving the decision. The appeal will be reviewed by a senior representative not involved in the initial investigation, and a final decision will be provided in writing.

Safeguarding Concerns

If your complaint relates to safeguarding or child protection, it will be dealt with in line with our Safeguarding Policy and may be referred to the LTA’s Safeguarding Team or relevant authorities immediately.

Policy Review: Annually or following any incident or changes to legislation.
Approved by: Metro Mustafa (Metro Tennis Owner / Head Coach)
Date: 13.03.2026

Policy Statement
Metro Tennis is committed to providing a safe and healthy environment for all staff, players, parents, volunteers, and visitors at every venue where we operate. We comply with all relevant UK Health & Safety legislation and LTA (Lawn Tennis Association) guidelines.
This policy outlines how Metro Tennis manages health, safety, and welfare across all activities delivered at member clubs and schools.

Organisation and Responsibilities

• The Metro Tennis Owner/ Head Coach holds overall responsibility for managing Health, Safety, and Security across all Metro Tennis venues and activities, ensuring that risks are identified, managed, and reviewed regularly.
• Each venue (club or school) provides its own Health & Safety Policy which all Metro Tennis staff must follow while on site.
• All Metro Tennis coaches and staff are expected to familiarise themselves with these policies and follow venue-specific emergency procedures.
• All Metro Tennis staff are responsible for their own safety and that of others while on site or undertaking company duties.
• Breaches of safety procedures may result in disciplinary action.

Individual Employee Duties

All staff and contractors must:

• Take reasonable care of their own health and safety and that of others affected by their actions.
• Follow all training, instructions, and company or venue safety procedures.
• Immediately report hazards, accidents, unsafe conditions, or near misses to the Head Coach or Operations Manager.
• Familiarise themselves with emergency procedures, evacuation routes, and fire equipment at each venue.
• Cooperate with investigations and Health & Safety measures.
• Refrain from misuse of equipment or resources that could compromise safety.
• Report new hazards before introducing them into activities.

Coaches’ Duties

Coaches must:

• Understand and apply the Metro Tennis Health & Safety Policy and ensure all sessions comply with LTA standards.
• Conduct regular risk assessments of coaching environments (courts, equipment, access routes) and ensure they are reviewed annually or when new activities begin.
• Maintain safe supervision at all times, particularly when coaching children.
• Lead a culture of safety by promoting awareness, conducting checks, and reporting any incidents or near misses promptly.
• Keep up-to-date with First Aid and Safeguarding training, holding valid LTA or recognised qualifications.
• Display insurance certificates and safety signage as required.
• Check equipment and facilities before each session and remove or report unsafe items.

Health & Safety Officer Duties

The Owner/Head Coach acts as the designated Health & Safety Officer, supported by the Operations Manager and Administration Officer.

Responsibilities include:

• Ensuring Health & Safety compliance across all venues and activities.
• Liaising with venue management, local authorities, and the LTA on policy updates or incidents.
• Maintaining records of risk assessments, incidents, and safety training.
• Reviewing this policy annually and after any significant change or incident.
• Promoting a positive health and safety culture among all staff.

First Aid

• First Aiders at each venue maintain stocked first aid kits and ensure availability during all sessions.
• All coaches must know the location of first aid kits and emergency contacts.
• Incidents requiring treatment must be recorded in an Incident Log and reported to the Owner andAdministration Officer.
• Parents/guardians must provide up-to-date medical information during registration; details are stored securely and used only in emergencies.
• Coaches must familiarise themselves with relevant participant medical needs (e.g. allergies, asthma).

Policy Implementation

• Metro Tennis is committed to identifying, assessing, and managing risks according to UK Health & Safety law and LTA guidance.
• The policy is reviewed annually, and all staff are consulted on safety matters.
• Health & Safety is a standing agenda item at staff and management meetings.

Additional Safety Measures

Food Safety

• Metro Tennis does not provide food. During junior sessions snack times will be supervised to prevent allergic exposure.

Fire Safety

• Follow venue-specific fire procedures. Ensure emergency exits and fire equipment remain unobstructed.

Manual Handling

• Use safe lifting techniques. Take extra care if pregnant or with medical conditions.

Electrical Safety

• Visually inspect electrical equipment before use; report faults; never tamper with venue installations.

Stress Management

• Staff should report stress or fatigue symptoms to the Owner or Operations Manager for support.

Hazardous Substances

• Store cleaning or maintenance materials securely. Risk assessments required for all substances.

Alcohol and Drugs

• Strictly prohibited during working hours. Breaches result in disciplinary action.

Housekeeping

• Keep all areas tidy, with clear walkways and unobstructed emergency routes.

Mobile Phones

• Only for emergencies or registration during coaching sessions.

Venue Safety

• Maintain supervision of all children at all times.
• Ensure entry and exit points remain secure during sessions.

Risk Assessments

• Conducted for each venue and activity, updated annually or when circumstances change.
• Identify hazards, assess risks, and record control measures and responsible persons.
• Report serious hazards immediately to the Head Coach or Head of Operations.

Disability Discrimination

Metro Tennis Ltd complies with the Equality Act 2010 and LTA inclusion guidelines, making reasonable adjustments to ensure participation and accessibility for all players, staff, and visitors.

Security

• Follow each venue’s access and safeguarding protocols.
• Challenge or report unauthorised persons immediately.
• Protect personal data and valuables responsibly.

Wet Weather Policy

• Sessions continue at the coach’s discretion.
• In heavy rain or unsafe conditions, activities move indoors where available or are rescheduled with appropriate alternative activities.

Policy Review: Annually or following any incident or change in legislation.
Approved by: Metro Mustafa (Metro Tennis Owner / Head Coach)
Date: 13.03.2026

Effective Date: 01.01.2026
Last Updated:   13.03.2026

Metro Tennis (“we”, “us”, “our”) is committed to protecting your personal information and respecting your privacy. This policy explains how we collect, use, store, and protect your personal data in compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Who We Are

Metro Tennis provides tennis coaching, camps, and related services in the UK.
Data Controller: Metro Tennis Ltd
Contact: enquiries@metrotennis.co.uk/ Flat 1, 6 Southdean Gardens, London SW19 6NU

2. Information We Collect

We may collect the following types of information:

• Personal details: name, address, date of birth, contact information.
• Health information: relevant medical or allergy details needed for safe participation.
• Booking and payment information: records of sessions attended, billing details, and communication history.
• Media: photos or videos taken during sessions (only with consent).
• Website data: cookies or analytics information (if applicable).

3. How We Use Your Information

We use your data to:

• Manage bookings, payments, and communications.
• Deliver coaching sessions safely and effectively.
• Keep records for insurance, safeguarding, and compliance.
• Send relevant updates about coaching sessions, events, or camps.
• Use media (if consented) for marketing and promotional purposes.

We will not sell or share your data with third parties for marketing.

4. Lawful Basis for Processing

We process data under one or more of the following legal bases:

• Contract: to provide coaching or related services you have booked.
• Legal obligation: to meet safeguarding, insurance, or accounting requirements.
• Consent: for optional communications or media use.
• Legitimate interests: to manage and grow our coaching activities responsibly.

5. Data Sharing

We may share limited information with:

• Qualified Metro Tennis coaches and staff (for coaching delivery and safety).
• Booking or payment platforms (e.g., TeamUp, Stripe).
• Regulatory bodies or insurers (if legally required).
  We do not transfer data outside the UK without appropriate safeguards.

6. Data Storage and Retention

We store your data securely using password-protected systems and encrypted services.
We retain personal data only for as long as necessary — typically up to 6 years for administrative and insurance purposes, unless legal or safeguarding requirements require longer.

7. Your Rights

You have the right to:

• Access a copy of your personal data.
• Request correction or deletion of your data.
• Withdraw consent at any time (where applicable).
• Object to processing or request restriction.
• Lodge a complaint with the Information Commissioner’s Office (ICO): www.ico.org.uk.

To exercise these rights, please contact us at enquiries@metrotennis.co.uk

8. Updates to This Policy

We may update this Privacy Policy periodically to reflect changes in law or our business practices. The latest version will always be available on our website or booking system.

9. Contact Us

If you have any questions about this policy or how we handle your data, please contact:
? enquiries@metrotennis.co.uk
? Gressenhall Road, London SW18 1PQ

Policy Review: Annually or following any incident or change in legislation.
Approved by: Metro Mustafa (Metro Tennis Owner / Head Coach)
Date: 13.03.2026

Bookings Policy

Purpose
This policy sets out how Metro Tennis manages bookings for coaching sessions across our partner clubs and local schools, ensuring consistency, fairness, and clarity for all players and coaches.

1. Booking System

• All Metro Tennis sessions are booked and managed through the TeamUp online booking system.
• Players and parents must create a TeamUp account to book group sessions, camps, or other scheduled activities.
• Private one-to-one lessons are arranged directly between the player and their chosen Metro Tennis coach.
• Once a private session time is agreed, the coach will contact the Metro Tennis administration team to reserve the court and confirm the booking in TeamUp.

2. Confirmation of Bookings

• A session is only confirmed once it appears in the player’s TeamUp account and payment has been made or arranged.
• Players will receive a confirmation email or notification via TeamUp.
• Metro Tennis cannot guarantee court availability until the booking has been processed and confirmed by the admin team.

3. Payment

• All payments for lessons and courses must be made through TeamUp prior to the session, unless otherwise agreed in writing.
• Coaches are not permitted to accept direct cash payments from clients for Metro Tennis sessions.
• Any outstanding balances must be cleared before further bookings are accepted.

4. Cancellations and Refunds

• Player cancellations:
  • Must be made at least 24 hours before the session start time to avoid being charged.
  • Cancellations made within 24 hours will be charged in full.
• Coach cancellations:
  • If a coach cancels a session due to illness, bad weather, or other unavoidable circumstances, players will be offered a rescheduled session or credit.
• Refunds will only be issued in exceptional circumstances, at the discretion of the Metro Tennis Owner or Operations Manager.

5. Weather Policy

• Outdoor sessions may continue in light rain at the coach’s discretion.
• In the event of unsafe conditions or heavy rain, sessions may be paused, moved indoors (if available), or rescheduled.
• Where possible, decisions will be communicated via email or text from Metro Tennis Admin or directly by the coach.
• Please bring a light rain jacket or cap and sunscreen to sessions depending on forecast.

6. Missed Sessions

• No refunds or credits will be issued for non-attendance without prior notice.
• Regular non-attendance may affect eligibility for future bookings.

7. Group Sessions and Courses

• Places are allocated on a first-come, first-served basis via TeamUp.
• Sessions are non-transferable once booked.
• Metro Tennis reserves the right to cancel or amend sessions if minimum numbers are not met

8. Liability Waivers

• Tennis is a physical activity, and by booking a session, players and parents accept that participation is at their own risk and that they are fit to take part.
• Metro Tennis, its coaches, and partner venues are not liable for any personal injury, loss, or damage to personal property arising from participation in sessions, except where caused by proven negligence.
• Parents or guardians are responsible for ensuring that Metro Tennis is informed of any relevant medical conditions and emergency contact details before participation.

9. Conduct Expectations

• Players, parents, and spectators are expected to behave respectfully towards coaches, other players, venue staff, and neighbours at all times, both on and off court.
• Bullying, harassment, abusive language, or disruptive behaviour will not be tolerated and may result in removal from the session or suspension of future bookings without refund.
• All participants must follow the instructions of the coach, adhere to venue rules, and use equipment and facilities safely and appropriately.

10. Data Protection

• All booking data is managed through TeamUp in compliance with the UK GDPR and Metro Tennis Privacy Policy.
• Personal information is used solely for managing bookings, payments, and communications related to tennis activities.

11. Contact

For booking queries, changes, or technical issues with TeamUp, please contact:
? enquiries@metrotennis.co.uk
? 020 8150 5242

Policy Review: Annually or following changes to booking systems or procedures.
Approved by: Metro Mustafa (Metro Tennis Owner / Head Coach)
Date: 13.03.2026