What is your late cancellation and no-show policy?

As we have limited number of courts, other people miss out if you don't turn up. We request that our clients cancel at least 12 hours in advance of the booking via our website.

If you cancel within 12 hours to the commencement of class, you will be charged RM20.

If you do not attend a booked class, you will be charged in full.

What if my class is cancelled?

In the rare occasion that our class is cancelled, we will notify you immediately via email. The payment/credit will be returned into your account.

I bought the wrong class or package. Can I get a refund?

All sales are final as per policy.

I booked the wrong class. Can I cancel or get a refund?

We have a strict 12-hour cancellation policy for our group classes.

If you can’t make your class, it is your responsibility to cancel or let us know at least 12 hours before the start time of your scheduled class or you will lose the session. we understand life happens, but we need to be fair to all clients.

To cancel a class, go to My Accounts > My Classes.

Can I move or cancel my reservation?

Certainly! You have the flexibility to manage your reservations. You can move or cancel your reservation, but we kindly request that you do so at least 12 hours before the scheduled session to avoid a forfeiture of credit or additional charges

Can I freeze or extend my package?

What happens if I arrive late for my scheduled session?

Court Rental: If you are late to your booked session, the reservation WILL NOT BE EXTENDED. Please note that the fee will not be prorated for late arrivals

Group Lesson: Once the lesson has started, the late-comers are not allowed to join the class anymore. The booking will be considered as NO SHOW and the booked credits WILL NOT BE REFUNDED.

Can I walk-in?Walk-ins are certainly welcomed! While reservations are recommended to ensure court availability, we understand that spontaneity adds to the excitement of the game.

If you decide to walk in, our friendly Operations Crew will do their best to accommodate you based on court availability.

Keep in mind that peak hours may have higher demand, so reserving a court or a slot in the group lesson in advance is recommended for a seamless experience.

What is the maximum duration for court reservations?

The maximum duration for each court reservation is 3 hours. Each account is allowed to reserve a maximum of 2 courts per session

If you wish to book more than 2 courts for a single session, this will be considered as a Private Event event. The rate for Private Events differs from the standard reservation fee.

For inquiries or to book more than 2 courts for a session, please reach out to us at hello@pickeballfactory.co

Our team will provide you with the necessary information and assist you accordingly.

What happens for the outdoor court reservation if it rains?

We may close the courts in rainy weather or when the court conditions are deemed not safe to play until they are safe to be used. A notice via phone calls and text message will be sent out to all reservations affected by the hazardous weather, at least 1 hour before.

Situation 1: all the covered courts are fully booked.

If the affected players played for less than half an hour, the session can be rescheduled to another day or slot without additional charges.

If the affected players played for more than half an hour, we won’t replace the session for the players.

Situation 2: there are covered courts available:

We can move the affected players to the covered court without additional charges.