Terms & Conditions
1. Introduction
1.1 Overview of Terms and Conditions
Welcome to Racket Club. These Terms and Conditions (“Terms”) are designed to clearly define the rules and guidelines that govern your use of our facilities, services, and all interactions you may have with our venues, websites, and digital platforms. By accessing or using any of our offerings, you, referred to herein as the “User,” acknowledge and accept these Terms, thereby entering into a legally binding agreement with Racket Club, which we may refer to as “we,” “us,” or “our.” This agreement establishes a mutual understanding that ensures your experience with Racket Club is safe, enjoyable, and consistent.
1.1.1 Purpose and Commitment
At Racket Club, our mission is to deliver an outstanding padel experience that caters to a diverse community—from those who play casually for fun to highly skilled and competitive players. These Terms are intended to promote transparency and fairness in how we operate, creating a structured environment where all Users can enjoy our services with respect for others and with clear expectations regarding rights and responsibilities. By adhering to these Terms, we maintain the quality and integrity of our offerings while safeguarding the community atmosphere that makes Racket Club unique.
1.2 Organisational StructureRacket Club is operated by Racket Club Administration ApS, registered under CVR number 42518093. This entity is responsible for overseeing group-level operations, including the management of memberships, general administration, and customer support functions. However, it is important to understand that each Racket Club venue is managed by its own separate legal entity. This organizational setup enables each location to tailor its services and operations to the specific needs of its local community, while simultaneously upholding the consistent high standards and brand values associated with Racket Club as a whole.
1.2.1 Contact and SupportShould you have any questions, concerns, or feedback regarding your experience with Racket Club, we encourage you to reach out to our administration team. The contact details for Racket Club Administration ApS are as follows:
Address: Raffinaderivej 20, 2300 København S
Email: support@racketclub.dk
Phone: +45 2370 1100
Business Hours: Monday to Friday, 09.00 AM to 17.00 PM
We are committed to providing prompt and helpful assistance. All communications received will be documented to ensure efficient handling of your inquiries and to maintain a high standard of service quality. This process also helps us continuously improve based on your valuable input.
2. Legal Information for Local Venues
2.1 Independent Venue Operations
Racket Club operates as a collective of padel centers under a unified brand, yet each venue functions as a distinct legal entity. This decentralized structure allows us to remain agile and responsive to the unique needs of each local community, while still maintaining the quality, consistency, and operational framework defined by Racket Club Administration ApS. By enabling each venue to function independently, we are able to tailor our services, staffing, and event offerings to local preferences, all while upholding the high standards associated with the Racket Club name.
2.1.1 Legal Entities and Venue Details
Each Racket Club venue is registered as its own company, with individual CVR (Central Business Register) numbers and physical addresses. This ensures that each location operates within the legal framework required by Danish business regulations. Below is the legal and operational information for our currently active venues:
Racket Club Kløver ApS, DK40784160, Raffinaderivej 10E, 2300 København S
Racket Club Terminalerne ApS, DK42562106, Oceankaj 1, 2150 Nordhavn
Racket Club Slagelse ApS, DK40445706, Fabriksvej 6, 4200 Slagelse
Racket Club Tårnby ApS, DK43316451, Amager Landevej 233, 2700 Kastrup
Racket Club Taastrup ApS, DK42972398, Bondehøjvej 18, 2630 Taastrup
Racket Club Roskilde ApS, DK43999990, Rønøs Allé 2, 4000 Roskilde
Racket Club AB ApS, DK43688588, Skovdiget 1, 2880 Bagsværd
Each of these venues is responsible for its own day-to-day operations, including event management, court maintenance, and local staffing. This structure supports operational excellence at a local level, ensuring each center can provide the best possible padel experience.
2.2 Local Transactions and Inquiries
When making purchases at venue-based shops, cafés, or vending machines, the transactions are handled directly by the venue in question. This includes processing payments and handling any transaction-related queries or returns. The decentralized processing ensures efficiency and accountability at the point of service.
2.2.1 Customer Support for Venue-Specific Matters
For questions or concerns specific to one of our venues, we encourage Users to reach out using our centralized support system. You may contact us via email at support@racketclub.dk or by phone at +45 2370 1100. Once we receive your message or call, our administrative team will ensure it is promptly directed to the appropriate department or venue manager. This streamlined approach allows us to resolve inquiries effectively while maintaining a high level of user satisfaction.
3. Integration with PadelMates
To provide a seamless and user-friendly experience for all players and members, Racket Club utilizes the PadelMates platform as our central system for managing reservations, memberships, and payments. This integration allows Users to book courts, manage their profiles, purchase memberships, and make payments securely and conveniently—whether on the go or from home. The PadelMates platform is trusted for its reliability and ease of use, and it plays a critical role in supporting the day-to-day operations across all Racket Club venues.
By using our services via the PadelMates platform, you acknowledge and accept the Terms of Service and Privacy Policy set forth by PadelMates. These policies govern how your data is handled and how transactions are processed, independent of Racket Club’s own terms. For a complete understanding of your rights and obligations while using the PadelMates system, we encourage you to review their policies directly at https://padelmates.se.
3.1.1 Transaction Fees
All financial transactions carried out through the PadelMates platform—including court bookings, event registrations, and membership payments—are subject to a transaction fee. It is important to understand that these fees are established and administered solely by PadelMates and are not in any way controlled, modified, or retained by Racket Club. The full amount of this fee is collected by PadelMates, not by our venues or our administration.
These transaction fees are displayed clearly as part of the total amount during the booking or payment process, ensuring full price transparency for the User. At no point are these fees hidden or added post-transaction. Both Racket Club and PadelMates are committed to upholding transparency and fairness, and we expect our technology partners to maintain the same high standards we hold ourselves to.
If you have any questions or concerns specifically regarding the structure or amount of these transaction fees, we kindly direct you to contact PadelMates’ customer support, who will be best equipped to provide detailed assistance.
4. Membership Terms
4.1 General Terms
At Racket Club, we offer a range of flexible membership options tailored to suit the diverse needs of our padel community—from newcomers discovering the sport to dedicated players who train regularly. All memberships are managed through the PadelMates platform, ensuring a consistent and streamlined experience for every user. It is important to note that all memberships are strictly personal. This means they are tied to the individual who registers and cannot be transferred, sold, or shared with others. Each member is responsible for using their own account when booking courts or accessing membership benefits.
4.2 Cancellation Policy
Racket Club implements a structured cancellation policy to maintain fairness and optimize the availability of courts for all users. Any court booking must be canceled at least 24 hours before the scheduled start time to avoid incurring charges. This applies to both regular and membership-based bookings.
When it comes to membership cancellations, different rules apply depending on the type of membership you hold:
Monthly Memberships follow a "current month plus one month" cancellation policy. This means that upon cancellation, one additional monthly payment will be required before the membership is officially terminated.
Annual Memberships are subject to automatic renewal unless canceled by the user no later than one month before the renewal date. Users are solely responsible for ensuring timely cancellation through the PadelMates platform.
Cancellations cannot be made via email, phone, or by speaking directly to staff at any Racket Club venue. All cancellations—whether for bookings or memberships—must be processed solely through PadelMates. Some membership types may include specific terms that allow for automatic cancellation, but unless explicitly stated, the above standard terms apply.
4.3 Credits and Vouchers
Credits and vouchers offered or sold by Racket Club are valid for a period of 12 months from the date of issuance. These may include promotional credits, compensation vouchers, or purchased gift cards. It is essential to understand that such credits are venue-specific and cannot be transferred between Racket Club locations. Additionally, once issued or purchased, credits and vouchers are non-refundable and must be used within their designated validity period.
4.4 Payment Terms for PadelMates Bookings
To ensure efficient processing of bookings, Racket Club adheres to a clear set of payment policies through the PadelMates platform:
Automatic Payment: Upon creating a booking, your portion of the total fee is immediately charged to your account, regardless of the booking date.
Split Payment / Shared Payment Bookings: In scenarios where a booking is shared with other players, your share is charged at the time of confirmation. If other invited participants fail to accept or complete their share of the payment, you—the primary booker—will be responsible for covering the remaining balance. For example, if a court booking costs 100 DKK and is split among four players, 25 DKK is charged to each participant. If others do not join, you must pay the remaining 75 DKK.
Full Payment Option: Users may also choose to cover the full booking cost upfront, which can be useful for team or group play.
Adding a Player: If you add a player to a shared booking, that person must pay their portion within two hours. If they fail to do so, you will remain financially responsible for the full amount of the booking.
4.5 Prices and Discounts
All prices, offers, and discounts provided by Racket Club are personal and cannot be shared or transferred to other accounts. Each discount is tied to the registered user and is valid only when used under that individual's profile. It is not permissible to apply discounts across multiple accounts or to benefit others through one’s membership. This ensures fairness and prevents misuse of Racket Club’s membership privileges.
4.6 Court Relocation and Administrative Cancellation Policy
Racket Club retains the right to reassign court bookings for administrative or operational reasons. If such changes occur, they will always involve courts of the same value and take place during the same scheduled time slot. For example, a booking on Court 1 from 13:00 to 14:00 may be moved to Court 6 at the same time. These adjustments help us optimize the booking schedule without compromising your playing experience. No compensation or discount will be provided in such cases, as the service remains equivalent.
In rare cases, Racket Club may cancel bookings due to administrative needs. When this happens, the full amount of the original booking will be automatically refunded to the payment method used at the time of reservation.
4.7 Cap for Bookings and Membership Pausing
To ensure fair use and access to courts, Racket Club may impose a cap on the number of bookings that can be made using membership-based discounts. This limitation varies depending on the membership type but is always set to allow members to derive significant value from their subscription. Importantly, membership privileges—including discounts—are personal and may not be used to book courts on behalf of others.
Racket Club conducts random identity checks to verify that the individual making the booking is also the one participating in the session. Misuse of a membership, such as repeated bookings for others under your name, may result in suspension or permanent termination of the membership.
If you are unable to play for an extended period—due to injury, relocation, or another significant reason—you may apply to pause your membership instead of canceling it outright. While cancellations must be processed through PadelMates, membership pauses must be requested by emailing support@racketclub.dk. Please include all relevant details when submitting your application. Each request will be reviewed individually, and decisions will be communicated via email.
5. Facility Use and Usage Rules
Racket Club is committed to offering a high-quality padel experience across all its venues. To ensure safety, order, and enjoyment for everyone, we have established a set of usage rules that apply to all members and visitors.
5.1 General Use
All use of Racket Club facilities is at the user’s own risk. While we do our utmost to maintain a safe and professional environment, Racket Club cannot be held liable for injuries, accidents, or damages resulting from improper use of the facilities or malfunctioning equipment. External food, beverages, music systems, or decorations are not allowed within any Racket Club venue. Failure to comply with this policy may result in cleaning fees, charges for damages, or denial of access to the facility.
5.2 Venue Amenities
Each Racket Club location offers amenities designed to enhance the player experience. Our cafés and vending machines provide a selection of snacks, hot drinks, and seasonal refreshments. Pro shops are available at all venues, offering padel gear and related equipment for sale or rental, including rackets, balls, and apparel.
5.3 Dynamic and Holiday Pricing
Court prices on the PadelMates platform are dynamic and adjust in real-time based on availability and demand. During holidays such as Easter, Ascension Day, Pentecost, Christmas, New Year’s, and occasionally on surrounding days, pricing may differ from regular weekday rates and align more closely with weekend pricing. During these periods, membership discounts may not apply. All pricing displayed on the platform at the time of booking is final and reflects the current cost of access.
6. Events and Packages
Racket Club events are crafted to provide memorable and engaging experiences for a wide range of guests—from close-knit private groups to large-scale corporate gatherings. Whether you're celebrating a birthday, hosting a team-building session, or organizing a brand activation, we offer thoughtfully curated event options supported by experienced staff. Our team is dedicated to making every event seamless, from initial inquiry to the final game played.
6.1 Event Offerings
Our group packages are designed to accommodate players of all levels and include everything needed for a successful day on and off the court. Standard offerings typically consist of padel sessions with full access to courts and equipment such as rackets and balls. Many events also include refreshments or catering options, depending on the package selected.
For those seeking a more tailored experience, we offer customizable event solutions that can include trained instructors to guide play, entertainment elements like music or live commentary, as well as bespoke catering menus to match the tone of your gathering. Whether you're planning an energetic sports day, a relaxed social mixer, or a professional off-site, we ensure that each event reflects your goals and preferences.
6.2 Event Cancellations and Adjustments
To maintain the highest level of service and scheduling accuracy, all event cancellations must be submitted at least 30 days prior to the scheduled event date. This allows our team to manage venue resources and staffing effectively. Once a booking is confirmed, the number of participants can be increased if space and availability allow; however, reductions in guest count are not permitted.
We understand that plans can evolve, and minor adjustments may be possible depending on timing and capacity. However, changes to the structure or content of an event—such as switching packages, altering catering requirements, or adding services like instructors or entertainment—may result in additional fees. These will be communicated clearly and agreed upon before any changes are finalized.
Racket Club remains committed to ensuring your event experience is as smooth and enjoyable as possible, and our team is available to assist you with any questions or special requests throughout the process.
7. Collaboration with PadelLife
As part of our commitment to enhancing the overall padel experience, Racket Club collaborates with PadelLife—a specialized retailer dedicated exclusively to padel gear and accessories. This partnership allows us to offer our community convenient access to a high-quality, curated selection of products ranging from rackets and apparel to bags, grips, and other essential equipment. The goal is to ensure that every player, whether new to the sport or seasoned, can find trusted products suited to their playing style and needs.
All purchases made through PadelLife, whether online or via in-venue tablets located in select Racket Club facilities, are processed entirely through the PadelLife platform. These transactions are separate from Racket Club’s operational and financial systems, meaning Racket Club is neither the seller nor the point of contact for any sales-related inquiries.
Payments, order fulfillment, refunds, exchanges, and any customer service issues regarding PadelLife products are managed solely by the PadelLife support team. Should a product need to be returned or a payment disputed, the user must contact PadelLife directly using the support information provided on their website or in the purchase confirmation. Racket Club does not store or process any payment information related to these purchases and cannot assist with complaints or questions concerning PadelLife transactions.
This partnership ensures that our venues offer convenient, on-site access to premium gear while maintaining a clear division of responsibilities between Racket Club and PadelLife. We encourage users to read and familiarize themselves with PadelLife’s own terms and conditions, as well as their return and warranty policies, before making a purchase.
8. Complaints and Support
At Racket Club, we are committed to delivering a high standard of service and maintaining a positive experience for all users. We recognize that issues can arise from time to time and are dedicated to resolving them with care, transparency, and efficiency.
To ensure your inquiry is handled appropriately, all complaints, questions, and support requests must be submitted to our Customer Success Team via email at support@racketclub.dk. This centralized process allows us to log, track, and resolve each case systematically, ensuring accountability and continuous improvement in our services.
While our local staff at Racket Club venues will always strive to assist on-site, they may not be able to resolve every issue immediately—particularly if it involves technical matters, payment discrepancies, or policy-related questions. In such cases, you may be respectfully redirected to contact our support team via email so that your case can be properly documented and managed.
All email inquiries are recorded in our internal support system for tracking and quality assurance purposes. Please allow 24 to 72 hours for a response, depending on the nature and complexity of the issue. Our team aims to provide timely and helpful responses, and we appreciate your patience during this process.
Please note that our social media platforms, including but not limited to Instagram, Facebook, and LinkedIn, are not monitored for customer support purposes. Any questions or complaints submitted through social media will not be addressed directly and will instead be directed to contact our support email to ensure proper handling.
It is also important to clarify that cancellations—whether for individual bookings, memberships, or other services—must be completed solely through the PadelMates platform. These actions cannot be executed via email, phone, social media, or direct conversation with staff at our venues. Users are fully responsible for managing their own cancellations in accordance with the timelines and policies outlined on the PadelMates platform. Failure to do so within the required timeframe may result in charges that cannot be reversed.
By adhering to this support structure, we are able to offer consistent service, fair treatment, and accurate resolution to all inquiries.
9. Commercial use of our facilities
Racket Club’s facilities, brand identity, and operational resources are intended primarily for the enjoyment and use of our members, guests, and authorized partners. Any use of Racket Club’s premises, imagery, or identity for commercial purposes—whether for marketing, promotional activities, branded content creation, photography, or videography—requires formal, written approval in advance from Racket Club Administration ApS.
This policy applies to all external individuals, companies, or organizations wishing to leverage the Racket Club brand or venues in a commercial context. Unauthorized use of Racket Club’s name, logo, likeness, physical space, or associated materials in any commercial or promotional capacity is strictly prohibited. This includes but is not limited to brand endorsements, advertising shoots, corporate events marketed publicly, or any form of content produced with the intent of financial or reputational gain. Violations may lead to immediate revocation of access to our facilities, claims for damages, and, where necessary, legal action.
All commercial collaborations—such as business-to-business partnerships, sponsorship agreements, branded activations, or co-branded campaigns—are managed exclusively by the Sales & Partnerships department within Racket Club Administration ApS. Local staff at individual venues are not authorized to enter into or approve commercial agreements on behalf of the company. Any such arrangements must be formally coordinated through the designated central teams.
Should you wish to propose a commercial collaboration or inquire about hosting a commercial event at a Racket Club facility, please direct your request to support@racketclub.dk. Your inquiry will be logged and forwarded to the relevant department for review. We encourage early engagement, as planning and approvals may require lead time depending on the nature and scale of the request.
By enforcing these policies, we aim to protect the integrity of the Racket Club brand and ensure that all commercial activities align with our values, standards, and strategic direction.
10. Liability
At Racket Club, we prioritize safety, enjoyment, and operational excellence across all our facilities. While we take every reasonable measure to ensure a secure and welcoming environment, it is important to outline the limitations of our responsibility and the responsibilities of our users.
All individuals who access and use Racket Club venues—whether for play, events, spectating, or other purposes—do so at their own risk. This includes, but is not limited to, physical activity on the courts, use of rental equipment, participation in events, and movement within shared areas such as lounges, locker rooms, and café spaces. By entering a Racket Club facility or booking through our platforms, users acknowledge and accept these conditions.
Racket Club is not liable for any injuries, accidents, or medical conditions that may arise from the use of our premises or equipment, regardless of whether the user is a member, guest, event participant, or staff. We strongly advise all users to ensure they are in appropriate physical condition before engaging in padel or any other physical activity, and to exercise caution at all times.
Furthermore, Racket Club assumes no responsibility for loss, theft, or damage to personal property, including items left in lockers, changing rooms, or common areas. Users are encouraged to safeguard their valuables and avoid bringing unnecessary personal items into the venue.
All users are expected to treat Racket Club facilities and equipment with care. Any damage, whether accidental or intentional, caused by misuse, negligence, or vandalism, may result in the responsible individual being charged for repair or replacement costs. In cases of serious or repeated damage, Racket Club reserves the right to suspend access, terminate memberships, or take legal action if necessary.
To support a safe and orderly experience for everyone, all users must follow posted signage, safety protocols, and instructions provided by Racket Club staff. Failure to comply with these guidelines may lead to temporary or permanent exclusion from our facilities.
By using Racket Club services or facilities, each user agrees to these liability terms and acknowledges their personal responsibility for safe conduct and adherence to the rules of the club.
11. Commercial Partnerships
Racket Club recognizes the value and importance of strong, mutually beneficial collaborations with businesses, organizations, and other partners. Our approach to commercial partnerships is professional, flexible, and tailored to support a wide range of objectives—whether that be brand exposure, event sponsorships, co-marketing efforts, or other strategic alliances.
All commercial partnerships, including business-to-business (B2B) sales, sponsorship agreements, and collaboration contracts, are formalized through carefully crafted agreements. These agreements are designed to clearly outline the roles, responsibilities, deliverables, financial terms, and timelines specific to each partnership. This formalization ensures transparency and accountability while fostering long-term success for both Racket Club and our partners.
It is important to emphasize that these partnership contracts are legally binding documents that take precedence over the general Terms and Conditions presented in this document. In any instance where a conflict or discrepancy arises between the partnership agreement and the general Terms and Conditions, the terms specified within the signed partnership contract shall prevail as the governing framework. This hierarchy ensures clarity and protects the interests of all parties involved.
Racket Club is committed to maintaining high standards in our commercial collaborations, emphasizing integrity, clear communication, and alignment with our brand values and vision. We encourage potential partners to engage with us early in the process so that we can collaboratively develop agreements that serve the unique needs of each business relationship.
For all inquiries related to commercial partnerships, sponsorships, or B2B sales opportunities, please direct your communications to support@racketclub.dk. Your request will be promptly forwarded to our dedicated Sales & Partnerships department, where experienced professionals will guide you through the next steps and provide detailed information tailored to your specific interests.
12. Promotional Content
The Racket Club brand, including all associated logos, trademarks, images, and other visual or textual assets, represents our identity, values, and reputation. As such, the use of any Racket Club branding for promotional purposes is strictly regulated to maintain the integrity and consistency of our brand presence.
Any use of Racket Club’s branding—including, but not limited to, advertising materials, social media posts, marketing campaigns, flyers, videos, merchandise, or any other form of public communication—requires explicit, prior written approval from Racket Club Administration ApS. This ensures that all promotional content aligns with our brand guidelines, messaging standards, and overall strategic direction.
Unauthorized use of Racket Club’s branding or imagery is strictly prohibited. Such actions may compromise the brand’s integrity, cause confusion among customers, or dilute the value associated with our identity. Racket Club reserves the right to pursue legal remedies against any individual or organization that uses our branding without permission. This may include formal warnings, requests for removal of the content, and legal action where appropriate.
For individuals, organizations, or partners seeking to create promotional content featuring Racket Club’s brand assets, we require that you submit a detailed request outlining the intended use. This request should be sent to support@racketclub.dk. Upon receipt, your inquiry will be forwarded to the relevant department for thorough review and consideration. We will evaluate your request based on brand alignment, scope, and context, and respond with guidelines or approval in a timely manner.
By adhering to this process, you help us protect the Racket Club brand’s strength and ensure that all public-facing materials reflect the quality and professionalism we strive to uphold.
13. Governing Law
These Terms and Conditions are governed by, and shall be interpreted and enforced in accordance with, the laws of the Kingdom of Denmark. This means that all rights, obligations, and disputes relating to the use of Racket Club’s services, facilities, memberships, and associated agreements will be determined based on Danish legal principles and statutes.
In the event of any disagreements, claims, or disputes arising out of or in connection with these Terms—whether related to membership, bookings, commercial partnerships, or any other aspect of Racket Club’s operations—such disputes shall fall exclusively under the jurisdiction of the Danish courts. Users agree that Danish courts will be the appropriate and sole venue for resolving these disputes, thereby waiving any rights to pursue legal action in courts of other countries or jurisdictions.
Racket Club places great value on maintaining positive relationships with its users and partners. Therefore, before escalating any disputes to formal legal proceedings, we strongly encourage all parties involved to seek amicable solutions through direct communication, mediation, or negotiation. Our Customer Success Team and relevant departments will make every reasonable effort to facilitate a fair and timely resolution.
By accepting these Terms, users acknowledge and consent to the application of Danish law and the jurisdiction of Danish courts, ensuring clarity and consistency in the legal framework that governs their interactions with Racket Club.
14. Accessibility and Special Provisions
At Racket Club, we are committed to fostering an inclusive environment where everyone can enjoy padel, regardless of physical ability or special requirements. Our facilities are thoughtfully designed to be as accessible as possible to individuals with disabilities or mobility challenges. This includes features such as ramps for wheelchair access, accessible restrooms, and wide pathways to ensure ease of movement throughout our venues.
We recognize that accessibility needs can vary widely, and we are dedicated to providing appropriate support to ensure a comfortable and enjoyable experience for all users. Our trained staff are available to offer assistance on-site, whether that involves helping with equipment, guiding users through the facility, or addressing any specific concerns that arise during a visit.
To ensure we can adequately prepare and provide tailored accommodations, we strongly encourage users with special needs or accessibility requirements to reach out to us ahead of their visit. By contacting our Customer Success Team at support@racketclub.dk, users can communicate their individual needs, enabling us to make any necessary arrangements in advance. This proactive communication helps us guarantee that every visitor receives the support they need to participate fully and safely.
Furthermore, Racket Club continually reviews and updates its accessibility provisions to align with best practices and legal standards, striving to improve the overall experience for all guests. If you have suggestions or feedback related to accessibility, we welcome you to share these with us so we can continue enhancing our services.
Our goal is to create a welcoming, safe, and inclusive space where everyone feels valued and empowered to enjoy padel to the fullest extent possible.
15. Force Majeure
Racket Club acknowledges that certain unforeseen events beyond our control may impact the availability and delivery of our services. These events, commonly referred to as force majeure, include but are not limited to natural disasters such as storms, floods, earthquakes, or other acts of nature; pandemics or widespread health emergencies; governmental actions such as regulations, restrictions, or lockdowns; labor strikes; interruptions in utility services; technical failures including internet outages or system breakdowns; and other extraordinary circumstances that make it impossible or impractical for us to fulfill our contractual obligations.
In the event that a force majeure situation arises, Racket Club will take prompt and reasonable measures to minimize any disruption to users and to resume normal operations as soon as possible. Affected users will be notified in a timely manner through appropriate communication channels, such as email or messages via the PadelMates platform, to keep them informed of any cancellations, delays, or changes to their bookings, memberships, or events.
While we strive to maintain transparency and provide alternatives when feasible, Racket Club cannot accept liability for any loss, damage, or inconvenience resulting directly or indirectly from such force majeure events. Users are encouraged to remain flexible and understanding during such situations.
Where applicable, refunds or credits for affected bookings or services will be handled in accordance with our standard policies or as stipulated at the time of the force majeure occurrence. Users are advised to review any specific terms related to cancellations or rescheduling that may be adjusted temporarily during these extraordinary conditions.
Ultimately, force majeure clauses protect both Racket Club and its users by acknowledging that certain disruptions are beyond human control, ensuring that all parties engage with the understanding that safety and compliance with applicable laws and regulations take precedence in such circumstances.
16. Contact information
At Racket Club, we are dedicated to delivering outstanding service and ensuring that all our members and visitors have a seamless and enjoyable experience. To support this commitment, we provide multiple channels through which you can reach us for any questions, concerns, or feedback you may have.
For general inquiries, membership questions, booking support, or any other assistance, please contact our Customer Success Team via email at support@racketclub.dk. Our team monitors this inbox regularly and strives to respond promptly with clear and helpful information.
If you prefer to speak directly with a representative, our phone line is open during business hours. You can reach us by calling +45 2370 1100, where friendly staff are available to assist with urgent matters or guide you through any processes related to your membership or booking.
For those who wish to correspond or visit us in person, our administrative office is located at Raffinaderivej 20, 2300 København S. Here, we handle corporate inquiries, partnership discussions, and other administrative tasks. Please note that visits are by appointment only to ensure you receive dedicated attention.
We highly value your feedback as it helps us improve our facilities, services, and overall club experience. Whether you have suggestions, compliments, or concerns, do not hesitate to reach out. Your input is crucial in helping us maintain the highest standards and continuously enhance the Racket Club community.
Thank you for being part of Racket Club. We appreciate your cooperation, and we look forward to supporting you on and off the padel courts, making every visit memorable and enjoyable.
17. Refund policy
Racket Club is committed to fairness and transparency in all financial transactions, including refunds. The following policies outline the conditions under which refunds for memberships, bookings, events, and services may be issued.
Refunds for canceled bookings will only be processed if the cancellation complies with the required cancellation deadlines outlined in our booking terms. Specifically, cancellations must be made at least 24 hours in advance for regular court bookings to qualify for a refund. Any cancellations made after this deadline are considered late and, therefore, non-refundable. This policy helps ensure fair use of our facilities and enables us to offer slots to other members.
Regarding memberships, refunds are not available for periods already used. For monthly memberships, once the payment period has started, no partial refunds will be granted if the membership is canceled partway through the month. Annual memberships operate under a strict cancellation policy requiring users to cancel more than one month prior to the renewal date to avoid further charges. If this deadline is not met, the membership will auto-renew, and the payment for the following period will be charged without refund.
In cases where Racket Club must cancel events due to unforeseen circumstances beyond our control, such as force majeure events, we offer affected participants the option of a full refund or rescheduling of the event. Our goal is to minimize inconvenience and ensure our members have the best possible experience despite unexpected disruptions.
All refund requests must be submitted in writing via email to support@racketclub.dk. To facilitate efficient processing, please include relevant details such as booking reference numbers, membership IDs, and the reason for the refund request. Once a refund request is approved, Racket Club commits to processing the refund within 14 business days. Refunds will be returned using the original payment method unless otherwise agreed upon.
Please note that while we strive to handle all refund requests promptly, processing times may vary depending on the payment provider or bank policies. We recommend submitting refund requests as early as possible to allow adequate time for processing.
By adhering to these refund policies, Racket Club maintains operational stability while providing clear and fair options to our valued members and users.
18. Intellectual Property Rights
All intellectual property associated with Racket Club, including but not limited to its brand name, logos, trademarks, digital content, promotional materials, software, and any proprietary designs or materials, remain the exclusive property of Racket Club Administration ApS. These assets are protected by applicable intellectual property laws, both domestic and international.
Users and visitors of Racket Club’s facilities, platforms, and services are expressly prohibited from copying, reproducing, distributing, publishing, or modifying any content owned by Racket Club without obtaining explicit prior written permission. This includes, but is not limited to, images, text, videos, designs, and any other material featured on Racket Club’s website, social media channels, advertising, or physical locations.
Furthermore, the creation of derivative works—meaning any adaptation, transformation, or modification based on Racket Club’s intellectual property—is strictly forbidden without formal authorization. This prohibition extends to the use of Racket Club’s branding elements in any external projects, promotional campaigns, merchandise, or third-party collaborations unless expressly agreed upon in writing.
Any unauthorized use, infringement, or misappropriation of Racket Club’s intellectual property will be met with strict legal action, which may include cease and desist orders, claims for damages, and any other remedies available under intellectual property law.
For any requests involving the use of Racket Club’s branding or intellectual property, including marketing collaborations or content reproduction, users are encouraged to contact support@racketclub.dk to obtain proper authorization. Only through official channels and written consent can such use be permitted and managed appropriately.
Racket Club is committed to protecting its intellectual property to maintain the integrity, reputation, and uniqueness of the brand, ensuring that all members and users experience a consistent and trusted environment.
19. Digital Security
At Racket Club, safeguarding the privacy and security of our users’ personal and financial data is a top priority. We employ advanced security measures and encryption technologies across all our digital platforms, including the PadelMates booking and membership system, to ensure that your sensitive information is protected from unauthorized access, data breaches, and other cybersecurity threats.
Our systems are regularly updated and audited to maintain compliance with industry best practices and applicable data protection regulations. These efforts are designed to provide a secure environment for transactions, communications, and the storage of personal details.
Users also share responsibility for the security of their accounts. It is essential that each user creates strong, unique passwords and keeps them confidential. Sharing passwords or login credentials with others is strongly discouraged, as it compromises account security.
If you suspect any unauthorized activity or access to your account, we urge you to notify Racket Club immediately by contacting our Customer Success Team at support@racketclub.dk. Prompt reporting allows us to take swift action to investigate and mitigate any potential security risks.
Additionally, users should be vigilant about phishing attempts, suspicious emails, or unusual requests for personal information. Racket Club will never request sensitive data such as passwords or payment details via email or unsolicited communications.
By using Racket Club’s digital services, you acknowledge your role in maintaining security and agree to take reasonable precautions to protect your account information.
20. Termination of Service
Racket Club is committed to maintaining a safe, respectful, and enjoyable environment for all members, guests, and staff. To uphold these standards, we reserve the right to terminate or restrict access to our facilities and services for any user found to be in violation of these Terms and Conditions or engaged in behavior that disrupts the community or compromises safety.
Termination or restriction of service may occur under several circumstances, including but not limited to the following:
Non-payment of dues or fees: Users who fail to pay membership fees, booking charges, or any other financial obligations owed to Racket Club within the specified timeframes may have their access suspended or terminated until such payments are settled.
Disruptive or harmful behavior: Conduct that negatively impacts the experience of others, including aggressive, abusive, or discriminatory behavior toward staff or fellow members, will not be tolerated. Any actions that threaten the physical or emotional well-being of others may lead to immediate suspension or permanent exclusion.
Violation of safety guidelines or policies: Users are required to adhere to all posted safety rules and operational policies designed to protect everyone on the premises. Failure to comply with these guidelines, such as improper use of equipment, ignoring facility rules, or causing damage, may result in termination of access.
Misuse or abuse of memberships: Any fraudulent use, sharing, or transfer of memberships that contravene Racket Club’s policies can lead to the cancellation of membership privileges.
In all cases where termination or restriction of service is considered, Racket Club will review the situation thoroughly. Depending on the severity of the violation, actions may range from temporary suspension with conditions for reinstatement to permanent termination without refund.
Users affected by such decisions will be notified via email or other official communication channels. If you believe a termination or restriction has been made in error, you may submit an appeal to Racket Club’s Customer Success Team at support@racketclub.dk, where the case will be reviewed impartially.
Ultimately, these measures aim to protect the quality, safety, and integrity of the Racket Club community, ensuring that everyone can enjoy their padel experience in a positive and secure environment.
21. Privacy and Data Handling
At Racket Club, we take your privacy and data security seriously. The personal information we collect from users is essential to delivering a seamless, personalized, and efficient padel experience across our facilities and digital platforms. This data collection includes, but is not limited to, your contact details, membership information, booking history, payment transactions, and usage patterns.
We collect and process this information strictly for operational purposes such as managing memberships, facilitating bookings, processing payments, improving customer service, and tailoring communications and promotions to your preferences. The goal is to enhance your overall experience while maintaining the highest standards of data privacy.
In some cases, your data may be securely shared with trusted third-party partners who support our service delivery. These partners may include platforms like PadelMates, which handle booking and membership management, as well as Customer Relationship Management (CRM) tools that enable us to maintain effective communication and provide relevant offers or updates.
We ensure that all third parties we collaborate with adhere to strict data protection protocols and comply with applicable data privacy laws, including the General Data Protection Regulation (GDPR) of the European Union. This means your personal data is handled with confidentiality, safeguarded against unauthorized access, and used only for the intended purposes.
You have the right to access, correct, or request deletion of your personal data held by Racket Club. Should you have any questions or concerns regarding how your data is collected, used, or shared, or if you wish to exercise your data privacy rights, please contact our Data Protection Officer via support@racketclub.dk.
Racket Club is committed to transparency and accountability in our data handling practices and continually reviews and updates our privacy policies to align with evolving legal requirements and best practices.
22. Gift Cards and Promotions
Racket Club offers gift cards as a convenient and flexible option for gifting padel experiences, memberships, or services. Each gift card is valid for a specific duration—typically 12 months from the date of purchase—after which any unused balance will expire. It is important to use gift cards within this validity period, as expired gift cards cannot be reactivated or refunded.
Gift cards are non-refundable and cannot be exchanged for cash, except where required by law. They may be used to pay for memberships, court bookings, event packages, or merchandise available at Racket Club venues or through our affiliated digital platforms.
Promotional offers and discounts are occasionally made available to enhance your experience and provide added value. However, unless explicitly stated otherwise, these promotional discounts cannot be combined with other ongoing offers, coupons, or gift card redemptions. Each promotion will specify its own terms and conditions, including eligibility, duration, and applicable products or services.
Racket Club reserves the right to modify, suspend, or discontinue any gift card or promotional offer at its discretion and without prior notice. For questions regarding gift card validity, promotional eligibility, or to clarify specific terms, customers are encouraged to contact our Customer Success Team at support@racketclub.dk.
By using gift cards and participating in promotions, users agree to comply fully with the stated terms to ensure a smooth and fair experience for all.
23. Health and Safety Policies
Racket Club is deeply committed to maintaining a safe and healthy environment for all users, staff, and visitors. To ensure everyone’s wellbeing, all users are required to strictly adhere to the posted safety guidelines throughout the facilities. These guidelines include but are not limited to proper use of equipment, appropriate behavior on courts, and respect for facility rules designed to minimize risks.
In addition to posted instructions, users must comply with any directions or requests made by Racket Club staff aimed at safeguarding safety and order. This includes cooperating during emergencies, evacuations, or any incidents that may arise.
Should a user identify any hazardous conditions, unsafe equipment, or potential risks, it is imperative to report these immediately to the nearest staff member or through the designated reporting channels. Prompt reporting enables swift action to prevent accidents or injuries.
In the unfortunate event of an injury occurring on the premises, users must notify staff immediately so that appropriate assistance can be provided, and the incident can be properly documented. Racket Club maintains a clear process for recording and investigating all safety incidents to help improve protocols and prevent recurrence.
By using Racket Club facilities, users acknowledge their responsibility to act with caution, follow safety protocols, and contribute to a secure and enjoyable environment for everyone.
24. Age restrictions
Racket Club is dedicated to providing a safe and welcoming environment for players of all ages. However, to ensure safety and compliance with legal requirements, certain age restrictions apply to the use of our facilities and services.
Minors under the age of 18 must obtain explicit consent from a parent or legal guardian before they can register for memberships, make bookings, or participate in any club activities. This consent may be required to be presented in written form during registration or upon request by Racket Club staff to verify authorization. Without valid parental or guardian approval, minors will not be permitted to access certain services or facilities.
Additionally, children and young users must always be supervised by a responsible adult while on Racket Club premises. This supervision is critical to ensuring the safety of younger visitors, helping to prevent accidents or inappropriate use of facilities and equipment. Guardians accompanying minors are expected to monitor their activities and remain present throughout their time at the venue.
Racket Club reserves the right to enforce these age restrictions rigorously and may refuse access or participation to any individual who fails to comply with these policies. These measures are designed to protect both the minor users and the broader community, fostering a secure and positive atmosphere for everyone involved.
25. Lost and found policy
At Racket Club, we understand how important your personal belongings are, and we are committed to helping you recover any items you may have misplaced during your visit. Any items found within our facilities will be collected promptly and stored securely in our designated lost and found area. These items will be retained for a fixed period—typically 30 days—from the date they were found.
To claim a lost item, users are required to provide a clear and detailed description of the item in question, including any distinguishing features, brand names, colors, or other identifying details. This helps us efficiently match lost items with their rightful owners. Claims can be submitted by contacting our Customer Success Team via email at support@racketclub.dk or by speaking directly with staff at the venue during opening hours.
After the retention period has elapsed, unclaimed items will be handled according to Racket Club’s internal procedures, which may include donation to charitable organizations or responsible disposal, depending on the nature and condition of the items.
Please note that Racket Club does not assume liability for lost, stolen, or damaged personal property, so we encourage all users to take appropriate care of their belongings while visiting our facilities.
26. Waiver for Participation
Participation in all activities offered at Racket Club is entirely voluntary and undertaken at the user’s own risk. While we strive to provide a safe and well-maintained environment, physical activities such as padel involve inherent risks including injury or physical strain. Users are strongly advised to assess their own health and fitness levels before engaging in any physical exercise or sports activities at our facilities.
We recommend that individuals consult with a qualified healthcare professional or physician prior to participating, especially if they have any pre-existing medical conditions, injuries, or concerns about their physical capabilities. This precaution is important to ensure that users are medically fit to take part and to help prevent any potential health issues during or after activity.
By using Racket Club’s services and facilities, users acknowledge and accept responsibility for their own health and wellbeing while participating. Racket Club expressly disclaims liability for any injuries, accidents, or health complications that may arise from participation in its activities.
It is also the responsibility of users to follow all safety guidelines, instructions from staff, and recommended best practices to minimise risks during their time at the club.
27. Customer Satisfaction Guarantee
At Racket Club, we are committed to delivering exceptional service and an outstanding padel experience to all our members and guests. We understand that your satisfaction is essential to our continued success, and we strive to meet and exceed your expectations at every touchpoint.
To demonstrate this commitment, Racket Club offers a Customer Satisfaction Guarantee on selected services and experiences. For example, if you participate in an event or use a service and find it unsatisfactory due to factors within our control—such as organizational issues, service delivery, or facility conditions—you may be eligible for a refund or alternative compensation, provided you notify us promptly and within the specified terms and conditions.
We encourage all users to share their feedback, whether positive or constructive, as it plays a vital role in helping us continually improve and tailor our offerings. Your input enables us to identify areas for enhancement and innovate solutions that better serve our community.
To submit feedback or claims related to your experience, please contact our Customer Success Team at support@racketclub.dk. Each case will be handled with care, and we aim to respond within 24 to 72 hours.
While we strive for perfection, we also recognize that individual preferences vary. Our guarantee aims to balance your expectations with operational feasibility, ensuring that we provide fair and transparent resolution paths.
Ultimately, your enjoyment and trust in Racket Club are paramount, and we are dedicated to ensuring you feel valued and supported throughout your journey with us.
28. Communications and Notifications
Racket Club prioritizes clear and timely communication to ensure that all users remain well-informed about their bookings, cancellations, updates, and other relevant information related to their padel activities. Notifications regarding your bookings, including confirmations, reminders, cancellations, or any changes to scheduled activities, will primarily be sent via email. Additionally, important updates and alerts may be displayed directly on the PadelMates platform, our primary booking and membership management system.
It is the responsibility of each user to maintain accurate and up-to-date contact information within their PadelMates account. This includes ensuring that email addresses and any other relevant contact details are current and regularly monitored. Failure to update contact information may result in missed communications, which can affect your ability to receive important notifications in a timely manner.
We encourage users to regularly check both their email inbox and the PadelMates platform for any updates or messages from Racket Club. In case you do not receive expected notifications, please verify your spam or junk mail folders and adjust your email settings to allow communications from Racket Club.
By keeping your contact information updated and monitoring communications, you help us provide a smooth and seamless experience, minimizing the risk of missed bookings or important information.
29. Available Rewards & Coin Distribution
The PadelMates Rewards Program is designed to recognize and reward the dedication and enthusiasm of players who actively participate in activities at Racket Club. This loyalty program motivates members to engage more frequently by awarding digital currency called MateCoins, which can be accumulated and redeemed for various products and perks.
Coin Rewards for Activities
MateCoins are awarded for a variety of actions within the club ecosystem. For instance, players earn 120 MateCoins when they create a new game, encouraging initiative and leadership in organizing play sessions. Joining a game at a reduced club price or participating in a normal game awards 100 MateCoins, promoting active engagement and participation. Organizing a tournament yields a higher reward of 170 MateCoins, reflecting the additional effort and commitment involved in such events. Similarly, players receive 100 MateCoins for joining a tournament (excluding DPF tournaments), participating in training sessions, or simply making a booking. This system ensures that both casual and competitive players are rewarded for their involvement.
How It Works
MateCoins are distributed based on the relative value of each activity and whether the player initiates or simply participates in the event. Players accumulate MateCoins in their PadelMates account and can browse an exclusive webshop curated specifically for the Rewards Program. Here, players find a variety of items and services available for redemption, each clearly displaying the number of MateCoins required. Club owners maintain control over the selection of products available for redemption, enabling tailored reward offerings that align with the club’s community and player preferences.
PRO PadelMates Membership Bonus
For players seeking to maximize their rewards, the PRO PadelMates membership offers a valuable enhancement by granting 10% additional MateCoins on all activities. This bonus incentivizes players to upgrade their membership, fostering increased engagement and loyalty. It’s important to note that the PRO membership is independent of any Racket Club membership; players may choose to participate in one or both programs according to their preferences.
Usage Restrictions
MateCoins earned at Racket Club have specific limitations to preserve the integrity and exclusivity of the rewards system. Coins can only be redeemed through the PadelMates Rewards Program webshop and exclusively for products or services available at Racket Club. Coins earned at other venues or clubs cannot be transferred or utilized at Racket Club, ensuring that rewards reflect genuine local participation. Racket Club reserves the right to modify the available rewards, update the webshop inventory, or adjust terms related to MateCoins at any time to maintain a dynamic and appealing program.
It is crucial to understand that MateCoins have no monetary value and cannot be exchanged for cash or any other form of currency. Furthermore, MateCoins are non-transferable and strictly linked to the individual player’s account. Players cannot share, gift, or pool their MateCoins with others, preserving fairness and transparency within the rewards system.
30. Updates to the Terms and Conditions
Racket Club is committed to maintaining transparent and up-to-date Terms and Conditions that accurately reflect our current services, operational policies, and compliance with applicable laws and regulations. To achieve this, these Terms and Conditions may be revised, amended, or updated periodically.
Notification of Changes
When significant updates or modifications to the Terms occur—whether due to changes in service offerings, adjustments in operational protocols, new legal requirements, or other relevant factors—Racket Club will proactively inform members and users. Notifications will be delivered through multiple channels including email communications and push notifications within the PadelMates app or other relevant digital platforms to ensure users receive timely and clear information.
User Responsibility and Continued Use
Users are responsible for regularly reviewing the Terms and Conditions to remain informed about any modifications. Continued use of Racket Club’s facilities, digital services, memberships, or participation in events after such updates constitutes an explicit acceptance and agreement to abide by the revised Terms. If users do not agree with the updated Terms, they should cease using Racket Club’s services and contact support for clarification or assistance.
Significant Changes and Additional Communication
In cases where updates to the Terms involve major policy shifts or substantial changes affecting user rights, responsibilities, or service conditions, Racket Club will take extra steps to ensure awareness. This may include dedicated email alerts, highlighted messages within the app, or announcements on official communication channels. Our goal is to maintain open dialogue and ensure that all users are adequately informed well in advance of changes taking effect.
Effective Date of the Current Version
The current Terms and Conditions were last updated on 10/06-2025. Any subsequent revisions will carry a new update date for reference.
Contact for Questions or Concerns
We welcome any questions, feedback, or requests for clarification regarding this policy or its updates. Please reach out to our Customer Success Team via the following contact details:
Email: support@racketclub.dk
Phone: +45 23701100
We appreciate your cooperation in staying informed and helping us maintain a transparent and fair environment for all Racket Club members and users.
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