Complaints & Safegaurding

We’re committed to a safe, fair, and welcoming club. If something’s not right—whether it’s a booking, service, conduct, or a safety concern—you can raise it in person with staff or by email at comments@padelpark.nz. We’ll acknowledge within 2 working days, aim to resolve simple issues within 5 working days, and provide a written outcome (with reasons and any remedy) within 15 working days for more complex matters.
For bookings, our standard refunds apply (members: up to 6h before start; non-members: up to 12h).
We treat your information confidentially and keep complaint records for 2 years (safeguarding files for 7 years).
You can view our complaints policy here.
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Safegaurding
Safety comes first. We don’t tolerate bullying, harassment, discrimination, or abuse. If anyone is in immediate danger, call 111. Otherwise, report concerns to staff or comments@padelpark.nz and our Designated Safeguarding Lead will act promptly. For imagery, under-16s require parent/guardian consent to publish identifiable photos/video; 16–17s may self-consent (we’ll notify a guardian where practicable). We keep junior sessions visible, follow sensible supervision ratios, and may restrict access or refer matters to authorities if needed. You can view our safeguarding policy here.