Terms of use

At a glance

• Use accurate information and respect other people's safety and privacy.
• Check the venue, arrangement and provider before committing. PlayHitters does not book courts or certify participants or providers.
• Prices are fixed for each applicable participant. Community play can share genuine costs; Coaching and Paid hitting are paid services.
• Online hit and Stringing payments use the provider's Stripe account. Optional contributions go separately to the PlayHitters operator. Pay at venue is handled directly by the named recipient.
• Use the cancellation or correction process promptly. Refund handling depends on the arrangement and payment route; your legal rights remain.

These points introduce the full terms below. For practical steps, read Getting started or Payment help.

Operator and agreement

Oliver Bakhtiari trading as PlayHitters operates this service as a sole trader in England. Service address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. By creating an account or using an account-only feature, you agree to these terms, the privacy notice and the community code. If you do not agree, do not create or use an account. Contact support@playhitters.co.uk or use Contact us when you need help.

In these terms, every operational or contractual reference to PlayHitters means the named sole-trader operator unless POLLI VENTURES LTD is expressly identified as the owner or licensor of PlayHitters intellectual property.

The service supports tennis venues in England. It is for players, organisers, coaches, paid hitters, stringers, venue managers and people contributing venue Updates or Watch entries. Each person must use only the features and permissions available to their account. Approval to manage a venue or publish content does not certify a service provider or transfer responsibility for their arrangements.

Accounts and community confirmation

Provide accurate information, use only your own account, keep your sign-in secure and tell PlayHitters promptly about suspected unauthorised access. Do not impersonate another person, venue or organisation, evade a restriction, create deceptive accounts or use the service for unlawful, fraudulent or commercial spam activity.

Email verification controls the account. LTA claims and community confirmation are product trust signals, not proof of identity, age, parental authority, character, qualifications, accreditation or DBS status. You remain responsible for checking anything important to a particular arrangement.

A provisional LTA claimant may offer one Starter-hosted Community hit at a time, free or with genuine costs payable at the venue. Starter hosting cannot offer Coaching, Paid hitting or online collection. Requesting a place with a cost requires community confirmation; Coaching and Paid hitting hosts also need confirmation, administrator provider approval and public provider details. Stringers need separate provider approval and an approved venue assignment with Stringing enabled, without tennis confirmation. Read the account and confirmation guide for the available routes.

You can prepare your public provider details and apply for provider approval as soon as your email is confirmed. Approval covers the reviewed service categories and provider details; changing those details requires a fresh review. It does not replace the playing or venue permissions needed to publish a service.

Members under 18 and mixed-age tennis

PlayHitters uses the same account, hit and payment flow for every member. A member under 18 must have a parent or guardian's approval for the account and every hit. Their parent or guardian must know the time, venue, participants, cost and purpose and arrange suitable supervision, travel, drop-off, attendance and handover, including attending where circumstances, venue rules or law require.

Put relevant session expectations in the hit details and keep private contact or safeguarding information out of public content. Members must follow applicable venue, safeguarding, coaching, accreditation, DBS, licensing, insurance, employment and payment requirements. A coach or paid hitter must describe their role and qualifications truthfully. PlayHitters does not certify that an arrangement satisfies those external duties.

Arranging tennis and using venues

Hits can only use a venue selected from the curated catalogue; arbitrary home or meetup addresses are not permitted. Hosts are responsible for accurate times, category, session focus, format, prices, venue-available surface and expectations. Before publishing, the host must arrange court availability and follow current venue rules. PlayHitters does not store or verify a court-confirmation status. Participants must decide whether a hit is suitable and communicate honestly. Where WTN submission is planned, the relevant accepted players must agree before a result is submitted; PlayHitters does not determine eligibility, store a score or submit a result.

Venue names, locations, recorded facilities and links support discovery and may change. Check the venue's own website before booking or travelling. A venue entry does not make that venue responsible for a member-organised hit or show that a participant is approved by it or any governing body. PlayHitters is independent and is not affiliated with or endorsed by the LTA or listed venues. A third-party link does not create a partnership, endorsement or warranty.

Any venue membership you add to your account is your own current, self-declared preference. It is not verified or supplied by the venue and does not prove access, guest rights, booking priority, permission to coach or compliance with venue rules.

A host chooses either Members only or Non-members welcome. That is the host's acceptance preference, not a statement of venue policy. PlayHitters checks your current self-declared membership when you request and keeps that request-time result for host review. You remain responsible for checking your own access and any guest requirements.

A missing venue can be requested for review. Publication is an administrator decision and is not guaranteed.

Check the joining guide, hosting guide or venue guide for practical steps. Keep phone numbers, email addresses and private coordination information out of public hit descriptions and updates. The privacy notice explains profile, accepted-player and Starter contact sharing.

Payments, cancellations and refunds

Prices and payment routes

A hit may have no participant costs or several itemised costs. Each item is collected online through Stripe or at the venue, and one hit may use both routes. Online collection is available only when Stripe payments and the host's connected account are ready. When every cost is Pay at venue, no Stripe account or onboarding is required, including for Coaching and Paid hitting. Community confirmation, provider approval and public provider details remain required for these paid services.

Each item is a fixed amount for the whole scheduled hit per applicable player. A Guest fee applies only to venue non-members. PlayHitters shows the complete applicable online totals and amounts payable at the venue before a player requests. The host must describe every charge accurately, have authority to offer it and give clear instructions for costs payable at the venue.

Community play can be free or share genuine private arrangement costs such as the court. Coaching and Paid hitting are paid services with one Service cost. Their host maintains a public provider name, geographic business or service address and business email in Payments; those details appear on their public player profile and are copied to the listing before a player requests or pays. PlayHitters does not require a public phone number or claim to verify company, tax, DBS, insurance or other business status.

Online payment and the organiser's responsibility

For online payment, the named host is the seller and merchant of record. Stripe processes the charge on the host's connected account and PlayHitters charges no platform fee. The host bears Stripe processing; PlayHitters does not add or itemise it in the participant total. A paid provider may set one ordinary all-inclusive Service price which reflects business overheads, but it must not add a card, Stripe or online-payment surcharge. Community-play charges must remain genuine shared arrangement costs. The complete total is shown before the request and no amount is added at Checkout. Stripe controls onboarding, card acceptance and payout timing; its actual processing fee and the resulting host receipt are known after payment. Online collection remains unavailable until Stripe enables payments and payouts.

For a question about the purchase, delivery, cancellation or refund, the player should contact the named host or seller first. Organisers manage payments made directly to them, including refunds and disputes, in the Stripe Dashboard. Stripe account, payout or Stripe-fee problems go to Stripe Support from there. If the issue remains unresolved and a cardholder wants to raise a formal payment dispute, they should contact their bank or card issuer. PlayHitters supports Checkout, payment-status and refund recovery integration failures, but is not the seller or card issuer. Never send PlayHitters card or bank details.

Pay at venue

For payment at the venue, the player pays the host or venue named in the listing using the instructions shown. The organiser sets the payment timing and must state it in those instructions. Card details must never be entered into PlayHitters. PlayHitters does not collect, hold, confirm, reconcile, receipt, protect or refund a payment at the venue. The receiving host or venue is responsible for its payment service, records, taxes, receipts, cancellations and refunds, subject to the player's legal rights. Resolve any issue with a venue payment directly with that recipient.

Records and payment eligibility

Stripe Dashboard records Stripe-processed payments, not money paid directly at the venue. Every organiser is responsible for complete income, tax, VAT, receipt and refund records across both routes. PlayHitters itself is currently operated by an individual sole trader and is outside the UK digital-platform reporting regime on that basis, so it does not collect seller tax identifiers or issue HMRC platform seller statements. This does not change an organiser's own obligations or depend on whether their Stripe account holder is an individual, sole trader or company.

Stripe or applicable law may require identity, age, guardian, bank, licence or other eligibility evidence for online payment. Do not use PlayHitters for unrelated transfers, stored balances, wagers or result-linked payments.

Cancelling, leaving or changing a hit

For an online-paid place, if a host cancels or a player uses the product to leave before the scheduled start, PlayHitters initiates a full refund of the amount paid to its original method. Stripe may not return its original processing fee to the host. The organiser bears that retained cost. Cancelling or leaving a hit payable at the venue sends the platform notification but creates no PlayHitters refund because no platform payment exists.

Singles and Doubles cancel automatically at the scheduled start if fewer than two participants have accepted places, counting the organiser. Otherwise they can proceed without filling every place. In Coaching, the coach is a separate participant: 1-to-1 has one learner place; Doubles has three when the coach plays or four when they do not. Group sessions do not auto-cancel merely because capacity is not reached. Their advertised 2–24 places include the organiser for Community play and Paid hitting, but are learner places plus a separate coach for Coaching. Every online-paid place in an automatic cancellation enters the same full-refund process.

Where everyone agrees and the hit has not started, editing or rescheduling an eligible hit, or offering a free replacement hit, can avoid a refund and that retained fee. A schedule edit must still fit the venue and participants' availability. A replacement is a new arrangement: players request it again, and existing places or payments do not transfer automatically. This is optional and does not remove a player's legal rights.

After the start time, no-show, disputed-attendance and partial-session cases are not automatically refunded. Nothing in these terms removes a refund, cancellation or other consumer right that applicable law does not allow the parties to exclude.

Stringing requests

The named stringer supplies the service. Each request records one racket, your preferences and a fixed breakdown for labour, supplied strings and collection/return where chosen. The stringer confirms the agreed setup and handover before you confirm or pay. A preferred completion date is a request until agreed; a collection radius is approximate and coverage is checked by the stringer.

You or the stringer can cancel through PlayHitters before work starts. An online payment then enters the full-refund process, with any retained Stripe fee borne by the stringer. Pay at venue remains outside platform settlement and refund verification. Once work starts, contact the stringer or PlayHitters support about cancellation, a problem or a refund. This automatic-refund boundary does not remove statutory cancellation or faulty-service rights, and payment does not waive those rights. A cancelled request still requires any racket in the stringer's care to be returned.

Providers need administrator approval, an approved venue assignment with Stringing enabled and public provider details. Pay at venue needs no Stripe account; online collection requires a ready connected account. The agreed price is fixed and provider edits affect new requests only. The customer confirms the agreed setup before work; payment is required before work when online collection was chosen. Read the Stringing guide for requests, handover and return.

Attendance and corrections

A hit with at least two accepted participants, including the organiser or coach, is recorded as completed when its scheduled end passes without cancellation. A Group hit with fewer than two expires instead. This records the arrangement, not proof that anyone attended. For seven days, the organiser may privately report an accepted participant who did not attend. The participant has 72 hours to dispute that report; a timely dispute has no trust effect unless an administrator upholds it. An undisputed or administrator-upheld no-show may reduce factual attendance and shared-play trust signals, but does not itself create a payment, refund, suspension or public allegation.

If the whole session did not take place, only the organiser may record that within seven days. That removes completed and trust credit for every participant, closes individual no-show reports and starts a full original-method refund for every online-paid place. Stripe may retain its original processing fees, which the organiser bears. PlayHitters cannot refund costs paid at the venue. A hit is never marked not played automatically, and this whole-hit correction must not be used merely because one participant was absent.

An organiser must submit a no-show report accurately, in good faith and only when they know that the hit took place and the named accepted player did not attend. Attendance reporting must not be used to settle an unrelated dispute or manipulate trust signals. Organisers can withdraw an unresolved mistake; participants can dispute a report and administrators record the reason for upholding or dismissing it.

Find your hit history, attendance reports and whole-hit corrections in Activity. The My tennis guide explains these actions.

Optional contributions to PlayHitters

An optional contribution to PlayHitters is separate from every hit and stringing order. For that one-off payment, the PlayHitters sole-trader operator is the recipient and merchant of record. It is not a charitable donation, is not eligible for Gift Aid and provides no goods, account access, priority or influence. Stripe hosts the payment; PlayHitters does not receive card details. We keep a minimal contribution record for confirmation, refunds and optional public acknowledgement. The operator manages payment and accounting through Stripe and their own accounting process. Contact support@playhitters.co.uk promptly about a mistaken contribution or refund request.

Choose whether to share your username and contribution amount or give anonymously. Named contributions add to your lifetime public total and can appear among the latest gifts on the contribution page. Anonymous gifts show their amount without a username or profile link. Successful refunds reduce the displayed amounts; disputed payments are excluded while unresolved or lost. You can hide previous named contributions when signed in. Public acknowledgement does not buy any account advantage.

Updates, Watch and your content

You retain ownership of content you submit. You give the service operator a non-exclusive, worldwide, royalty-free licence to host, copy, format, display and moderate that content only as needed to operate, secure and promote the relevant service feature. The licence ends when the content is deleted or no longer needed, except for copies lawfully retained for safety, dispute, audit, backup or legal reasons.

You must have the rights and permissions needed for anything you post. Do not publish private information, infringing material, misleading claims, spam or prohibited content. Venue corrections, reports and moderation decisions remain private until the product says otherwise. Feedback and suggestions sent voluntarily are not confidential and may be used to improve PlayHitters without payment or an obligation to adopt them; do not submit someone else's confidential material.

A venue update may contain one supported public YouTube, Instagram, Facebook or X link. The linked image, video or post remains hosted by that service and subject to its terms, audience controls and availability; PlayHitters does not acquire ownership of it by displaying the link. You are responsible for having permission to publish the link and for ensuring that both the update text and linked material follow these terms and the community code. PlayHitters may remove the link or the update when moderation, safety, rights or legal concerns require it.

Watch entries share external livestreams and optional recording links. You must have the necessary rights and filming permissions, including any venue permission, and follow the filming and livestreaming guidance. Approval to publish or participation in a hit does not establish those permissions. The broadcaster controls the external account, stream and recordings; ending or removing a Watch entry does not stop or delete them. PlayHitters may restrict or remove an entry under the same community and safety rules as other member content.

Safety, illegal content and enforcement

Terrorism content, child sexual exploitation or abuse content and other illegal content are prohibited, as are pornography, hate, bullying, threats, serious violence, harassment, fraud, privacy abuse and content that encourages suicide, serious self-harm, eating disorders or dangerous stunts. The community code gives the practical rules and the safety page explains urgent help, reporting, complaints and appeals.

PlayHitters may remove or restrict content, limit publishing, suspend or close an account, cancel an unsafe upcoming hit, preserve relevant records or refer a concern where reasonably necessary for safety, security, law, payment integrity or a material breach. Context, severity and available evidence are considered. PlayHitters records report decisions and provides the existing appeal route.

PlayHitters intellectual property

POLLI VENTURES LTD (company number 17415913), registered in England and Wales, is the designated applicant and proprietor for PlayHitters trade marks and owns or licenses the copyright and related rights in first-party PlayHitters brand and service materials. Its registered office is 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. The sole-trader service operator uses those rights under licence from the company. This intellectual-property ownership and licensing does not make POLLI VENTURES LTD the service operator, a party to these terms, the data controller, the Stripe platform account holder, the seller or merchant of record for a hit. A trade mark is described as applied for or registered only where the current UKIPO record supports that statement.

A general idea, such as using an online service to help people find tennis venues or arrange matches, is not made exclusive merely by describing or launching it. These terms do not prevent lawful independent development, fair dealing, competition or any use that the law permits.

The actual PlayHitters materials are different. Except for member content, venue facts, third-party material and open-source components, POLLI VENTURES LTD owns or licenses the service's software, source and object code, original text and graphics, interface design and any qualifying selection or arrangement of data, and licenses those materials to the sole-trader service operator. Copyright arises automatically in qualifying original work. The PlayHitters name, logo and presentation must not be used in a way that suggests permission, affiliation or endorsement where none exists.

You receive a limited, non-exclusive right to use the service for its permitted purposes while these terms apply, including arranging tennis, offering services, managing venues and contributing Updates or Watch entries within your account's permissions. You must not copy, republish, sell, license or distribute protected PlayHitters material; scrape, systematically extract or repeatedly reuse a substantial part of a protected database; remove rights notices; misuse the branding; bypass access controls; or reverse engineer the service except where applicable law expressly permits it. Open-source components remain governed by their own licences, and factual venue information is not claimed merely because it appears on PlayHitters.

Data sources

Town and postcode suggestions use Ordnance Survey's OS Open Names data through the OS Names API. Contains OS data © Crown copyright and database right 2026.

This data is available under the Open Government Licence v3.0. Venue information and map tiles have separate sources; map credits remain available in the map's information control.

Availability and third-party services

PlayHitters may change, maintain or discontinue features and may temporarily restrict access for security, safety, legal or operational reasons. Reasonable notice will be given for a material adverse change where practicable. Continuous or error-free availability is not promised. Stripe, maps, venue websites, directions, social links and other third-party services have their own terms and availability. A social-media post may become private, be removed, refuse embedding or require an account; PlayHitters does not promise that linked media will remain available or that its provider will show it without ads.

Responsibility and consumer rights

PlayHitters coordinates independent members; it is not the venue, governing body, coach, employer, guardian or emergency service. Members remain responsible for their own decisions, arrangements and compliance with venue rules and law. No statement on the service is a guarantee of another member's identity, conduct, attendance, ability or suitability.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability or statutory consumer right that cannot lawfully be excluded. Subject to that, PlayHitters is not responsible for a loss that was not reasonably foreseeable when the relevant contract was formed, or for failure caused by events outside its reasonable control.

Account closure, changes and governing law

You can delete an eligible account in Account & data. First cancel hits you host, leave or withdraw from active hits, close active stringing orders and return any racket still in custody. Required financial or safety records may remain, and a specific hold may temporarily prevent deletion. The privacy notice explains the available controls and broader rights request route.

Terms or policies may change as the product, law or operating model changes. Where required, material changes will be notified or presented for renewed acceptance before they apply.

These terms are governed by the law of England and Wales. If you are a consumer living elsewhere in the UK, you retain any mandatory local rights and may generally bring proceedings in the part of the UK where you live. Try to resolve a concern through Contact us first; this does not remove any right to use a court, regulator or statutory complaint process.

Contact support@playhitters.co.uk. Use the categorised safety route or privacy route so the request has the right subject. Use the contextual signed-in report route where available and emergency or statutory routes where needed.