Student How-To Guide

How to check your registration to confirm class dates and times, and manage your schedule:

1. Log in to your account.
2. Go to “Calendar.”
3. All of your registrations will appear in calendar format.
4. Choose the date of the class you want to view.
5. Click “View Detail” to see the individual class details, including class name/level, date, start and end time, class duration, and location (venue).

TOTL Cancellation Policy for Group Classes:

• Class cancellations must be made through the student portal 24 hours before the scheduled class to receive a lesson credit for a make-up class.
• Students registered for 8-class sessions are allowed up to 2 personal cancellations per session.
• Students registered for 4-class sessions are allowed 1 personal cancellation per session.
• Any lesson credits issued must be used during the same session as credits do not carry over.
• Unattended or self-cancelled makeup classes are not eligible for re-credit.
• Class no-shows or late cancellations are not eligible for lesson credits or rescheduling.
• We do not issue refunds for any missed group classes or unused lesson credits.
• Lesson credits and classes are non-transferable.

How to self-cancel a group class:

1. Log in to your account.
2. Go to “Calendar.”
3. Choose the date of the class you want to cancel
4. Click “View Detail.”
5. At the top of the screen, there will be a red “Cancel Session.”
6. You will be prompted “Are you sure” with the class date. If this is the class you want to cancel, click the red “OK” button. (If not, click the gray “Cancel” button.)
7. After you click the “OK” button, you will have the opportunity to put a class cancellation note, then click “Confirm”.
8. You will see a “Session Cancelled” (note that our software calls a single class a session; you have cancelled a single class, not the entire session). Click “Ok”.

How to self-cancel a private or semi-private lesson:

Private, semi-private, and special group lessons require cancellation 48 hours in advance to receive a makeup lesson credit or refund. Cancellations with less than 48 hours’ notice are subject to a 50% cancellation or rebooking fee.

You will follow the same steps required for self-cancellation of a group class when cancelling a private lesson.

How to redeem a lesson credit to book a makeup class:

1. Log in to your account.
2. Go to “Registrations.”
3. Click “Redeem Lesson Credit” to select your make-up class.

Please note the LOCATION of the class, as all available classes for your level will be listed for all of our locations in alphabetical order, beginning with our Arrive Streeterville indoor location.

1. Make-up classes can only be scheduled online after the first week of the session, as the first week is reserved for full class registrations. You can email or call us to see if there is an opening for a makeup class during the first week. We can only do this for same-day or next-day classes.
2. Availability will change frequently, as cancellations are reflected in real-time.
3. Lesson credits will not be provided for cancelled makeup classes or makeup class no-shows.
4. If your makeup class is scheduled at our Arrive Streeterville indoor location, we will be notified and provide you with a door code via email.

How to book a drop-in class:

After the first week of each new session, we convert our classes from session registrations to single class bookings for drop-in classes. Please note that we offer drop-in classes for all levels except Beginner 1.

Once you are logged into your student account, drop-in classes can be booked in the same manner as session registrations, however, as a single class.

• NOTE: If your drop-in class is scheduled at our Arrive Streeterville indoor location, please contact us in advance of your class so we can provide you with a door code for access.

Drop-ins are not available online during the first week of a new session to provide priority to full-session registrants; however, you can call us and we can manually check availability within a 24-hour window.

How to modify or transfer your registration:

If you need to modify or transfer your registration to a different class or day/time, please email us at info@tennisonthelake.com or call us at (773) 278-8877 so we can find a class date and time that works best for you.

How to cancel your registration:

If you need to cancel your registration, please email us at info@tennisonthelake.com or call us at (773) 278-8877 so we can assist you with cancellation of your scheduled classes.

• If you request a session cancellation before the start of the first class, you will be provided with a full refund to the original payment method.
• For cancellation requests made after the start of the session, classes before the cancellation notice will be charged at a custom schedule rate. The refund amount will be determined according to how many unattended paid classes remain at the time of the notice of cancellation. The greater of $20 or 20% of the refund will be deducted from the refund amount for administration and rescheduling fees. All partial registration refunds will be made to the original payment method.