STANDARD OPERATING PROCEDURE

Lesson Charging, Scheduling, and Cancellation Policies

Purpose

To ensure consistent, fair, and compliant handling of lesson billing, scheduling, and cancellations across all Agape locations.

1. Charging Lessons

1.1 Morning Weather Check

• If there is no inclement weather in the morning:
  • Staff must charge all lessons for the day in the AM.
• If it is raining in the morning:
  • Staff must wait to charge lessons until courts are officially deemed playable by management.

2. Court Reservations & Client Names

2.1 Required Client Names

• No pro may reserve a court for a lesson without entering the client’s name.
• Any court reservation without a client name will be removed from Club Automation by the front desk or management.
• This applies to all private lessons, group privates, and hitting sessions.

3. Cancellation Policy

3.1 24-Hour Rule

• No lessons may be cancelled within 24 hours of the scheduled start time.
• This policy applies to all clients and all lesson types.

3.2 Exception

• The only exception is a cancellation made by office staff due to inclement weather.
• Coaches may not cancel lessons on their own within 24 hours.

4. Staff Expectations

• Follow these procedures consistently across all locations.
• Maintain a warm, supportive tone when communicating policies to clients.
• Direct any escalations or unclear situations to the location manager