HITTER MANUAL

Thank you for joining the All Court Tennis Club as a Pro-Hitter! We can’t wait for you to join and start using our mobile app. On the app you will start earning from, as well as building a network with, our members. Your role will be to provide premium hitting sessions with our members, giving our members an exceptional racquets experience. Tennis or other racquet sports are a massive part of our members’ lifestyle. Let’s together give them the best experience. 

At the All Court Tennis Club we strive to:

• Put our community first
• Match the passion
• Be truly exclusive
• Lead with a curious and adventurous approach
• Elevate the game

What does this mean for you when you meet, play, and communicate with our members?

This manual is the definitive“how-to” for delighting members and expressing our collective identity and collaborative approach. It has been thoughtfully crafted to provide you with support and guidance. This manual is not a contract or a guarantee of employment, rather a collection of our expectations, commitments, and responsibilities. Please ensure that you carefully review and keep this manual for future reference. 

Getting to know our company

Adrian Calvert, a lawyer, and entrepreneur originally from Queensland, Australia, established All Court Tennis Club in 2020. As a global tennis and lifestyle brand, our club unites tennis enthusiasts worldwide, offering unparalleled access to a range of experiences including playing, spectating, competing, and socialising in the most exciting locations. Through hitting with pro players like you, exclusive events, tournaments, training sessions, and priceless experiences, we provide members and corporate sponsors with access to a unique tennis lifestyle.

Through the All Court Tennis Club app we aim to unite our global members and provide access to pro-hitting-partners (that is you), the world’s finest clubs, courts, coaches, and events.

We will have two mobile apps, the business app for suppliers of service (the “hitter” app), designed specifically for you. This app is where you will be posting hitting sessions to our members. The other app is for our members (the “club” app). As an ACTC Pro-Hitter, you will be onboarding to the business app. 

ACTC Hitter basics

With many of you now actively using the app, we have carefully considered feedback from both our valued members and Hitters. In response, we’ve curated some valuable tips.

🎾 When you post your hitting sessions on the app, simply choose the option of how long before your session it is possible for a member to book, whether that’s 1, 5, 12, 24 or 48 hours before the session starts. This takes out any risk of being charged for court fees that you booked and paid for if a member doesn’t book your session. If you don’t think that works, ping us. We’d love any feedback.

🎾 You can select either ‘court booked’ or ‘court not booked’ when creating sessions. It’s up to you and provides you with more options. Many members enjoy it when you book the court because they don’t have to think about it.

🎾 When you set up your offerings (prices) inside the app, create a few that you can choose from. You can set up as many as you want. Then, just choose which one works for the hit you’re posting.

🎾 If you’ve booked the court, it’s a cost to you, so it’s logical to add this cost onto your hitting fee. This add-on should reflect the standard of the venue/court. A hit in a park court in Brooklyn, awesome as it is, shouldn’t add a premium to your fee like the Vanderbilt Tennis Court might! 😀

🎾 If you select ‘court not booked’ when posting your session, it means that you are expecting the member to organise and book the court. In that case, you should choose a lower price from your range of prices since the member is taking the time to organise the venue, book and pay for the court (and may also have to pay a guest fee at their club.)

🎾 We encourage that you create a few prices for your hits depending on the above and test them out. Create 2 or 3 offerings in the £65 – £125 range (or their equivalent in $ or €) and choose a higher or lower price depending on if you booked the court and the quality of the venue.

Compensation and development

In this section, we outline our guidelines for compensating employees according to their employment status. We also describe our performance management policies.

PRICING YOUR SERVICE

You are in control of your hourly rate according to your experience level. Our support team is ready to offer suggestions based on what has proven successful in the past. Drawing from our insights, we’ve found that sessions priced between £65 – £125 tend to have a higher chance of getting booked.

Additionally, consider this insider tip: members often favour sessions with a pre-booked court. It adds a convenient touch that increases the appeal. Your success is our priority, and these insights can be the key to unlocking more opportunities for you.

ACTC Hitter payment processing

Issues with payment

You need to set up your Stripe account as set out above to get paid for your hitting sessions. When a member books your hitting session, he or she pays at the time of booking and we hold that payment in a company stripe holding account, (not our own bank account). When the hitting session is completed, the payment will move from our Stripe holding account into yours automatically. Hitting sessions are completed by you and the member scanning a QR code from the app when you meet at the relevant court, and the hour slot, (for example), that is set out in the booking.

We guarantee that all ACTC Hitters are paid for every hitting session completed, while also ensuring they are paid promptly upon completion of a hitting session via our integration with Stripe. Per the above, it’s a Stripe to Stripe automated payment and Stripe is one of the most trusted independent payment gateways used in the world. If you are uncertain about the status of your payment or believe you have not been paid, kindly follow these two steps:

1. Make sure your Stripe Account status appears as Connected, as if it is not then the payment may have bounced.
2. Login into your Stripe Account to view and manually withdraw payments into your bank account. Funds in your Stripe Account are not automatically paid into bank accounts if the two are not connected.

If you have attempted both above steps and waited 2-3 working days, but still cannot see any funds in your Stripe Account, please email us at concierge@allcourttennisclub.com with the reference number of the session for which you have not received the payment. We will check the status of the payment and help to resolve the situation. 

Refunds

When you onboard to the All Court Tennis Club app you will need to agree to our terms and conditions in order to use the app, post sessions, and be booked by members. You will be asked to agree at the appropriate time in the onboarding journey within the app.  

Referred to in that document is our refund matrix, setting out certain scenarios, which we will seek to follow and for your convenience we set it out here for reference: www.allcourttennisclub.com/cancellation-and-refund-policy/

Referrals

If you are aware of someone who meets the qualifications to become an ACTC Hitter, we kindly encourage you to refer them. If your referred candidate is successful in their application, you will be eligible for a referral bonus.

Who can be referred?

We have a few conditions for candidates who can qualify you to receive rewards. They should:

• Have not been an ACTC Hitter previously
• Be a professional tennis player either ranked in the official ATP or WTA rankings, formerly ranked at a high level and no longer playing on tour or meet our other tennis skill level criteria concerning ITF rankings, UTR number or US College division 1 levels. You can always check with us by emailing us. 
• Is not signed up to any competitor of All Court Tennis Club. 

Please reach out directly to us at concierge@allcourttennisclub.comb.com with referrals.

Keep in mind that rewards may be subject to taxation.

HITTING PARTNER – NOT A COACH

It’s okay to give the odd tip during your hitting session but your role is a hitting partner and not a coach.  Use six (6) balls maximum on court and we ask that you don’t go over to the other side of the net to correct the member’s technique or illustrate how to serve properly (for example).  Let the venue’s qualified coaching team coach –  and you have a great session giving the member a constant barrage of balls to return!

Attendance

You should be present during your scheduled session and under no circumstances send a replacement or book a session on another ACTC Hitters behalf through your profile. If you face an emergency that prevents you from attending, contact your booked member as soon as possible or if that communication function is not yet present in the app, contact All Court Tennis Club via email, WhatsApp, Instagram or whatever form of communication that has been established as reliable between yourself and the club.  

We will excuse unreported absences in cases of serious accident and acute medical emergencies. In the event that you must cancel the session, you must contact the booked member as soon as you are aware that you will be unable to provide the booked hitting session. 

We provide a window of opportunity for cancellation or change of details to the session free of charge. This period lasts up to 9 hours prior to the scheduled session, but know that repeated cancellations will likely negatively affect your rating. 

Harassment

Harassment is a broad term and may include seemingly harmless actions, like gossip. We will not create an exhaustive list, but here are some examples of what we consider harassment:

• Engaging in frequent or unwanted advances of any nature.
• Commenting derogatorily on a person’s ethnic heritage or religious beliefs.
• Starting or spreading rumours about somebody’s personal life.
• Ridiculing someone in front of others or singling them out.

Sexual harassment is illegal, and we will seriously investigate relevant reports. If any ACTC Hitter is found guilty of sexual harassment, their relationship with the club will be immediately terminated.

If you are being harassed by a fellow ACTC Hitter or by a member, or suspect someone else is, please get in touch to report the incident at concierge@allcourttennisclub.comb.com or if you would prefer to discuss the details of the matter via phone call, please email us and request this. One of our HR representatives will contact you to further discuss the matter. Your report will be confidential, and we will investigate the situation with discretion.

Violence

Violence on our platform or at hitting sessions will not be tolerated. This includes but is not limited to any acts of:

• Physical and sexual assault.
• Destruction of property.
• Threats to harm a person or property.
• Verbal and psychological abuse.

We will seriously investigate relevant reports. If any ACTC Hitter is found guilty of violence, their employment will be immediately terminated.

If you have experienced violence at the hands of a fellow ACTC Hitter or member, or suspect someone else has, please get in touch to report the incident at concierge@allcourttennisclub.comb.com or if you would prefer to discuss the details of the matter via phone call, please email us and request this. One of our HR representatives will contact you to further discuss the matter. Your report will be confidential, and we will investigate the situation with discretion.

 If you witness incidents of severe physical violence, e.g., ones that involve a lethal weapon, we urge you to call the police and avoid getting involved.

We will treat members who verbally threaten others with zero-tolerance and they will be immediately banned an where appropriate, referred to the local authorities. If All Court Tennis Club finds that a member commits any act of violence, we will terminate that member and possibly press criminal charges. Members who damage property deliberately will be solely responsible for paying for it.

Supporting victims

To support victims of workplace violence, we may provide victims with our lawyer’s services to help them file lawsuits.

Our platform is founded on mutual respect, and we will not tolerate any compromise to this foundation.

Employee code of conduct

As an ACTC Hitter, all company policies mentioned above apply to you. We have some additional expectations about your behaviour representing our brand, which we outline here. We cannot monitor ACTC Hitter conduct entirely, but trust that you always use your best judgement. Reach out to concierge@allcourttennisclub.comb.com if you face any issues or have any questions.

Dress code

Tennis wear and non-marketing tennis shoes which are ideally adapted to the court surface on which you are playing (hard court, red clay, green clay, or grass) is mandatory. Jogging shoes must not be worn on court as well as town or sports shoes as they are unsuitable for court surfaces and/or can mark them.

Our preference is for white tennis wear or All Court Tennis Club branded tennis wear which we may provide to you. Where the club, venue or court that you are playing on requires a particular dress code, you must know that for yourself by researching the venue’s dress code policies and adhere to it.  For example, some clubs require all white tennis wear, including the tennis shoes and on-court warm up clothing (hoodies, sweaters etc.).

It is your responsibility to dress appropriately whether the court booked by yourself or the member.

We expect you to be clean when attending a hitting session and avoid wearing clothes that are unprofessional e.g., clothing with offensive material or branding.

We do, offer all ACTC Hitters branded kit to wear for hitting sessions. You will have received an email about this. If you did not, please reach out to concierge@allcourttennisclub.comb.com

We also respect and permit grooming styles, clothing and accessories that are dictated by religious beliefs, ethnicity, or disability.

Cyber security and digital devices

This section deals with all digital operations and sets out guidelines for using computers, phones, our internet connection, and social media, to ensure security and protect our assets.

ACTC Hitter App usage

Our application platform is primarily for business.

You must not use our app to:

• Upload obscene, offensive, or illegal material.
• Send confidential information to unauthorised recipients.
• Invade another person’s privacy or attempt to gain access to sensitive information. 

Mobile phone

Your phone is crucial to the facilitation of your role as an ACTC Hitter. It is essential that you keep your phone charged to enable logging the session and confirming the session was completed.

We also want to ensure that your device does not distract you from your hitting session. We kindly ask that you:

• Use your phone in a manner that benefits your hitting session e.g., opening the app, scanning the barcode for the session, interacting with the member and organising your hitter calendar.
• Do not take calls during a hitting session, except in emergency circumstances.
• Do not use your phone to record confidential information.
• Do not download or upload inappropriate, illegal, or obscene material.
• Ask for the consent of the member to take any photos of the hitting session.

You must not use your phone in areas where phone-use is explicitly prohibited by the court or club at which the hitting session occurs.

Social media

This section provides practical advice to prevent careless use of social media in relation to your engagement with All Court Tennis Club. We address two types of social media use: using personal social media during a hitting session and representing our company through social media. 

Using personal social media as an ACTC Hitter

We encourage activity on social media that highlights your engagement with us. We expect you to act responsibly, according to our policies and ensure that you stay productive. Specifically, we ask you to: 

• Stay engaged. Do not get sidetracked by your social platforms whilst at a hitting session.
• Ensure others know that your personal account or statements do not represent our company. For example, use a disclaimer such as “opinions are my own.”
• Avoid sharing intellectual property e.g., trademarks or confidential information. Ask concierge@allcourttennisclub.comb.com before you share company news that has not been officially announced.
• Avoid any defamatory, offensive, or derogatory content. You may violate our company’s anti-harassment policy if you direct such content towards members, clients, customers, employees, partners, or vendors of the All Court Tennis Club.

Representing our company through social media

If you are invited to represent or appear on All Court Tennis Club’s social media account or speak on the company’s behalf, we expect you to protect our company’s image and reputation. Specifically, you should: 

• Avoid speaking on matters outside your field of expertise when possible.
• Follow our confidentiality and data protection policies and observe laws governing copyrights, trademarks, plagiarism, and fair use.
• Coordinate with our marketing and social media department when intending to share any major-impact content.
• Avoid deleting or ignoring comments without consulting us.
• Correct or remove any misleading or false content as quickly as possible.

Conflict of interest

When you are experiencing a conflict of interest, your personal goals are no longer aligned with your responsibilities towards us. For example, accepting a bribe or gratuity may benefit you financially, but it is against our business code of ethics. If we become aware of such behaviour, you may lose your access to our app and may face legal action.

An example is where you are introduced to one of our members through our app by completing a hitting session and instead of posting future hitting sessions on our app to be booked by that member, you conduct paid hitting sessions with him or her outside the app. Whilst we can’t nor wish to control how you conduct your business outside of the app, we’ve spent time, money and effort creating the app as a platform for you  – to earn revenue from doing what you love and increase your network.  Getting paid outside of our app for hitting with members we have introduced to you is against our business code of ethics. If we become aware of such behaviour, you will lose your access to our app.

We expect you to be vigilant in spotting circumstances that create conflicts of interest, either to yourself or for members. We expect that you follow our policies and always act in our company’s best interests. If you are experiencing an ethical dilemma, contact concierge@allcourttennisclub.comb.com and we will try to help you resolve it.

Performance management

We have built our performance management practices to:

• Ensure you understand your responsibilities as an ACTC Hitter and have specific goals to meet.
• Provide you with actionable and timely responses to your queries.
• Invest in development opportunities that help you grow professionally.
• Recognise and reward your work in financial or non-financial ways for any extra- curricular activities you are asked to undertake e.g., social media posting.

To meet these objectives, we have:

Established evidence trails of emails, screenshots, social media posts and member reviews. During our review process, there will not be any forced ranking or other comparison between you and other ACTC Hitters, as our goal is to help all ACTC Hitters to improve and develop their app profile ranking and profitability.

Employee training and development

We owe a great deal of our club’s success to ACTC Hitters. To show our gratitude, we will invest in your professional development in any way we can. Our goal is to ensure ACTC Hitters feel confident about improving their efficiency and productivity. We also strive to help ACTC Hitters achieve personal growth and success.

We may at any point during your engagement with All Court Tennis Club, provide you with educational activities or material, assistance with tournament expenses, mental health training and access to our team of coaches.  

Leaving our app

In this section, we outline our procedures regarding resignation and termination of ACTC Hitters. We also refer to our termination/resignation process.

Forced resignation

You can resign and remove your profile from the application platform anytime at your own free will.

Termination

Terminating association with ACTC Hitters is never our goal but sometimes deemed necessary. If a situation arises where such action is taken, we aim to always act lawfully and respectfully. 

Policy revision

We will always strive for fairness, equal opportunity, and penalise offensive and illegal behaviours. But, as laws and our environment change, we may revise and modify some of our policies. 

We have established an annual revision of our handbook to ensure it is up to date with legislation and employment trends. We also ask you to contact concierge@allcourttennisclub.comb.com if you spot any inconsistencies or mistakes. And, if you have any suggestions about how we might improve our platform. We would be happy to hear them.