Legal & policies
Everything that governs a booking, a membership and a visit — in one place. Pick a section below.
Privacy Notice
WHO WE ARE
Matchbox Pickleball Ltd (“Matchbox”, “we”, “us” or “our”) operates the Matchbox sports club in Newport and the website at matchboxpickleball.com.
Company number: 16954080
Registered in: England & Wales
Registered office: 4D Old Pill Farm Industrial Estate, The Pill, Caldicot, Gwent, NP26 5JH
Venue: Unit 1–2 East Bank Road, Newport, NP19 4PP
Email: hello@matchboxpickleball.com
Telephone: 01633 741390
Matchbox is the controller of the personal information described in this notice where we decide why and how that information is used.
WHAT THIS NOTICE COVERS
This notice covers personal information used in connection with:
- our website and contact forms;
- PlayByPoint accounts, bookings and check-in;
- memberships and recurring payments;
- court hire, programmes, coaching, classes and events;
- customer service and enquiries;
- competitions and promotions;
- email, push, SMS or WhatsApp communications where used;
- CCTV and venue security;
- photographs and video;
- junior players and parent/guardian information;
- accessibility, incident and safety information;
- analytics and advertising technologies.
INFORMATION WE MAY COLLECT
Identity and contact details
Name, email address, telephone number, postal address where needed, account identifiers and parent/guardian details for junior participation.
Account, booking and attendance information
Bookings, programmes, court/session details, check-in and attendance information, booking history, membership status, membership plan, account preferences and related service activity.
Payment and transaction information
Payment status, transaction value, refunds/credits and limited payment-related information. Full card details are normally handled by our payment providers rather than stored directly by Matchbox.
Participation and waiver information
Acceptance of venue terms and participation waivers, relevant age information and information needed to administer safe participation.
Communications
Enquiries, complaints, feedback, call notes, emails, WhatsApp messages and other communications with us.
Marketing preferences
Your choices about marketing, unsubscribes, campaign engagement and contact-channel preferences.
Website and device information
IP address, device/browser information, website events and cookie/advertising identifiers where applicable and permitted by your choices.
CCTV
Images captured by CCTV in and around areas covered by the Matchbox security system.
Photographs and video
Images, audio and video recorded at the venue, events, sessions or planned content shoots.
Junior information
Where junior activities are offered, information about the child that is needed to organise participation, together with parent/guardian contact and permission information.
Accessibility, health and incident information
Information you choose to give us about an accessibility requirement, injury, health issue or emergency where it is relevant to providing support or handling an incident. This can include special-category personal data and we aim to collect only what is necessary.
WHY WE USE PERSONAL INFORMATION AND OUR LAWFUL BASES
To create accounts, take bookings, provide memberships and deliver services
We use information to administer bookings, memberships, payments, attendance, benefits, credits, changes and cancellations.
Lawful basis: performance of a contract or steps taken at your request before entering a contract.
To communicate about a booking, membership or service
This includes confirmations, operational changes, payment information, safety messages and necessary customer-service follow-up.
Lawful basis: contract and, where appropriate, our legitimate interests in operating the club and providing customer service.
To process payments, accounts and tax records
Lawful basis: contract and legal obligation.
To keep the venue safe and secure
We use CCTV and may retain relevant incident information to prevent and investigate crime, protect visitors, staff and property, and handle safety issues.
Lawful basis: legitimate interests and, where relevant, legal obligations. In an emergency we may process information to protect vital interests.
To handle complaints, disputes and legal claims
Lawful basis: contract, legal obligation and legitimate interests in establishing, exercising or defending legal rights.
To improve the club and customer experience
We may analyse bookings, attendance, utilisation, enquiries and feedback in order to improve services and operations.
Lawful basis: legitimate interests, subject to appropriate privacy safeguards.
Website analytics
Where we use non-essential analytics technologies under this website implementation, we use them only after the required cookie/analytics choice has been made.
Lawful basis for related personal-data processing: consent where required.
Advertising and campaign measurement
We may use advertising technologies such as Meta Pixel when you have allowed Advertising cookies/technologies.
Lawful basis: consent where required.
Direct marketing
We may send marketing where you have consented or where UK electronic-marketing rules allow us to rely on the “soft opt-in” for our own similar products and services. You can opt out at any time.
Lawful basis under data-protection law may be consent or legitimate interests as appropriate. PECR rules also apply to electronic marketing.
Photography and video
For deliberate promotional portraits, interviews or featured content we normally obtain permission/release appropriate to the use. For incidental venue/event coverage we may rely on legitimate interests where that is fair and proportionate, with appropriate notices and ways to raise concerns.
Children receive additional protection and identifiable promotional use will normally require parent/guardian permission.
Accessibility and health information
Where you voluntarily provide health or accessibility information so that we can support you, we use it only where needed for that purpose. Where special-category information is involved, we identify an appropriate additional condition, such as explicit consent where applicable, or vital interests in an emergency.
MARKETING CHOICES
Marketing is separate from service messages needed to run your booking or membership.
You can:
- unsubscribe from marketing emails using the link in the message;
- change available marketing settings in your account;
- tell us at hello@matchboxpickleball.com that you want marketing to stop.
We may keep a minimal suppression record so that we remember not to contact you again through a channel you have opted out from.
COOKIES AND SIMILAR TECHNOLOGIES
Our website uses cookies and similar technologies.
Essential technologies may be used where needed for the site to function or remain secure. Under the consent-first implementation used for this site, optional Analytics and Advertising technologies are blocked until the relevant choice is made.
See the Cookie Policy and use the Cookie Settings link in the website footer to review or change your choices.
CCTV
CCTV is used for safety, security, crime prevention and protection of visitors, staff and property.
Cameras are signposted. Access to footage is restricted. We normally aim to retain CCTV for no longer than 30 days unless footage is required for an incident, investigation, legal claim or another justified reason.
Footage may be disclosed where appropriate to law enforcement, insurers, professional advisers or others where lawful and necessary.
CHILDREN AND JUNIOR PLAYERS
Where we offer junior activities, we take additional care with children’s information.
We may require a parent or guardian to:
- make or approve the booking;
- provide contact/emergency details;
- accept applicable terms or waivers;
- provide media permission where a child is deliberately featured in promotional content.
We do not intend to make direct marketing to a child a condition of taking part.
Where under-18s are likely to use our online services directly, we assess the additional requirements that apply to children’s privacy and age-appropriate design.
WHO WE SHARE INFORMATION WITH
We share information only where needed. Recipients may include:
- PlayByPoint — booking, account, membership, waiver, programme, check-in and lifecycle communications platform;
- website hosting and technical service providers, including our website host;
- payment providers used by Matchbox, including providers such as Stripe and SumUp where applicable;
- Google — where Google Analytics or related services are used with the required choice;
- Meta Platforms — where Meta Pixel, Instagram, Facebook or WhatsApp services are used as applicable;
- event/ticketing providers such as Eventbrite where a particular event uses them;
- email, messaging, CRM or communications providers where used;
- CCTV/security technology providers where they process information for us;
- accountants, insurers, lawyers and other professional advisers;
- regulators, courts, police or public authorities where required or justified;
- a buyer or adviser involved in a genuine business sale/reorganisation, subject to appropriate safeguards.
A third-party service may also act as an independent controller for some of its own processing. Its own privacy information will explain that activity.
INTERNATIONAL TRANSFERS
Some service providers may process personal information outside the UK.
Where UK data-protection law requires a safeguard for an international transfer, we use an appropriate mechanism such as an adequacy regulation, the UK International Data Transfer Agreement/Addendum or another lawful safeguard.
HOW LONG WE KEEP INFORMATION
We do not keep personal information for longer than we reasonably need it.
Typical retention approach:
- booking/payment/accounting records: up to 6 years where needed for tax, accounting, contract or legal purposes;
- active membership/account data: while the account is active, followed by an appropriate retention period for legal/operational records;
- unsuccessful/general enquiries: normally up to 24 months after the last meaningful contact unless there is a reason to keep them longer;
- marketing consent/opt-out records: for as long as needed to demonstrate the preference and honour opt-outs;
- competition administration: normally until the promotion is completed and any reasonable claim/dispute period has passed;
- CCTV: normally up to 30 days unless required for an incident or other justified purpose;
- media releases/permissions: while relevant content is used and for a reasonable period afterwards;
- incident/safeguarding records: for the period required by applicable law, insurance, safeguarding or legal-claim needs.
We periodically review retention and may anonymise information instead of retaining identifiable data.
AUTOMATED DECISION-MAKING
We do not currently use solely automated decision-making about customers that produces legal or similarly significant effects.
YOUR RIGHTS
Depending on the circumstances, you may have rights to:
- access your personal information;
- correct inaccurate information;
- request deletion;
- restrict processing;
- object to processing, including direct marketing;
- receive certain information in a portable format;
- withdraw consent where processing is based on consent;
- complain to the Information Commissioner.
Rights are not absolute in every circumstance. We may need to keep information where law allows or requires it.
To exercise a privacy right, contact hello@matchboxpickleball.com. We may need to verify your identity before releasing information.
COMPLAINTS
Please contact us first if you have a privacy concern so that we can try to resolve it.
You also have the right to complain to the UK Information Commissioner’s Office.
CHANGES TO THIS NOTICE
We may update this notice when our services, suppliers or legal obligations change. The current version will be published on the Matchbox website with a last-updated date.
Cookie Policy
WHAT COOKIES AND SIMILAR TECHNOLOGIES ARE
Cookies are small files or identifiers placed on or read from a device. Similar technologies include tracking pixels, local storage and comparable tools.
Some are necessary for a website to work. Others help measure website use, remember preferences or measure advertising.
OUR APPROACH
Matchbox uses a consent-first implementation for optional website technologies.
- Necessary technologies may operate without an optional-cookie choice where legally permitted.
- Analytics technologies are off by default and enabled only after Analytics consent under this implementation.
- Advertising technologies are off by default and enabled only after Advertising consent.
- Optional third-party embeds should be blocked or click-to-load until the relevant choice is made.
You can change your choices at any time using Cookie Settings in the website footer.
COOKIE CATEGORIES
Necessary
Required for security, core website operation, form/session integrity or storing your privacy choices.
These cannot be switched off through the preference centre where genuinely necessary for a service you requested.
Analytics
Used to understand how visitors use the Matchbox website so that we can improve it.
Known planned service: Google Analytics 4.
Typical Google Analytics cookies can include _ga and _ga_<property-id>.
Exact names and durations must be confirmed by the production cookie scan before launch.
Advertising
Used to measure advertising, understand campaign performance and, where configured, support audience/remarketing activity.
Known service: Meta Pixel / Meta advertising technologies.
Typical Meta browser identifiers can include _fbp.
Exact names and durations must be confirmed by the production cookie scan before launch.
Functional / third-party embeds
May be used for optional embedded content such as maps or video.
Where an embed causes a third party to store/read information on the visitor’s device and no exception applies, the embed must be blocked until the required choice is made. A static map/image or click-to-load link is preferred where practical.
PLAYBYPOINT
The main Matchbox website may send you to PlayByPoint to create an account, book, join a membership or manage your account.
PlayByPoint operates on its own web/app environment and may use its own cookies or similar technologies. Its own cookie/privacy information applies to technologies it controls, while Matchbox’s Privacy Notice explains how Matchbox uses customer information.
CHANGING OR WITHDRAWING CONSENT
Use the Cookie Settings link in the website footer at any time.
Withdrawing consent should be as easy as giving it. The preference tool should stop future optional tracking after a preference is changed and delete optional cookies where technically appropriate/possible.
CONTACT
Questions about Matchbox’s use of cookies can be sent to hello@matchboxpickleball.com.
Booking & Venue Terms
These terms apply to consumer bookings for Matchbox courts, sessions, programmes, classes, coaching and other dated leisure activities unless a product clearly displays different terms before purchase.
PLAIN-ENGLISH CANCELLATION SUMMARY
Life happens — here’s how cancellations work.
Cancel more than 24 hours before your slot and you’ll get the full amount back as Matchbox club credit, ready to use on a future eligible Matchbox booking, session or purchase.
Cancel within 24 hours and we do not normally give a refund or credit. The court or space has been held for you and there is rarely time to fill it.
No-shows lose the full booking fee.
Need to move a booking rather than cancel? Call or WhatsApp us and we’ll do our best to rearrange it.
If something serious happens — illness, an emergency or another genuine unforeseen circumstance — talk to us. We can use reasonable discretion and will try to be fair.
If Matchbox cancels or cannot provide your booked service, we will offer an appropriate reschedule or a refund of the affected booking to the original payment method.
Your statutory consumer rights are not affected.
1WHO YOU ARE BOOKING WITH
The contract is with Matchbox Pickleball Ltd, company number 16954080, registered in England & Wales.
Venue: Unit 1–2 East Bank Road, Newport, NP19 4PP
Email: hello@matchboxpickleball.com
Telephone: 01633 741390
2BOOKING AND PAYMENT
Bookings are subject to availability and any product-specific rules shown before purchase.
Bookings are paid in full at the time of booking unless Matchbox expressly agrees otherwise.
A booking is confirmed when payment is successfully processed and the booking platform issues confirmation.
Consumer prices shown by Matchbox include VAT where applicable.
You are responsible for checking the date, time, sport, duration and participants before completing the booking.
3SPECIFIC-DATE LEISURE SERVICES AND COOLING-OFF RIGHTS
Court bookings, classes, coaching, programmes and similar leisure services scheduled for a specific date or period do not normally have the standard 14-day statutory cooling-off right that applies to many distance contracts.
Instead, the Matchbox cancellation policy below applies, without affecting any legal right that cannot be excluded.
4CANCELLATION MORE THAN 24 HOURS BEFORE START
If you cancel more than 24 hours before the booked start time, Matchbox will credit the full booking value to your Matchbox account.
The credit can be used toward eligible future Matchbox bookings, sessions or purchases, subject to the functionality/rules of the Matchbox account and booking system.
Refunds under this voluntary cancellation policy are issued as Matchbox club credit rather than automatically returned to the original card, except where law requires otherwise or Matchbox agrees otherwise.
5CANCELLATION WITHIN 24 HOURS
Bookings cancelled within 24 hours of the start time are not normally refundable and no club credit is due. This reflects the late loss of reserved capacity. Matchbox will not retain more than the law permits and, where relevant, will take reasonable account of loss we avoid or capacity we are able to resell.
6NO-SHOWS
If you do not attend and have not cancelled in accordance with these terms, the full booking fee is lost.
Repeated no-shows may result in reasonable booking restrictions or reduced advance-booking privileges to protect availability for other customers.
7MOVING A BOOKING
If you want to move a booking instead of cancelling, contact Matchbox as early as possible.
We will try to help but a change is subject to availability and is not guaranteed.
8ILLNESS, EMERGENCIES AND UNFORESEEN CIRCUMSTANCES
Matchbox may use discretion in genuine cases of illness, emergency or serious unforeseen circumstances.
Any exception is assessed case by case and does not create an automatic right to a refund or credit in future cases.
9IF MATCHBOX CANCELS OR CHANGES A BOOKING
If Matchbox has to cancel a booking or cannot provide the material service you purchased, we will offer a reasonable alternative, reschedule or refund for the affected service.
Where a refund is due because Matchbox cannot provide the service, we will not require you to accept club credit instead of a refund to the original payment method.
We may make reasonable operational changes that do not materially reduce the service, such as court allocation or coach substitution where appropriate.
10LATE ARRIVAL
Your booking starts and ends at the confirmed times. Arriving late does not normally extend the booking because the next customer may already have the court or space.
11GUESTS AND GROUP BOOKINGS
The person making the booking is responsible for giving the group accurate booking information, making reasonable efforts to ensure guests follow Matchbox rules, and ensuring any participant who must accept a waiver/registration requirement does so before taking part.
A booking may not be resold commercially without Matchbox’s permission.
12JUNIOR PLAYERS
Children under 16 must be appropriately supervised by a responsible adult unless they are participating in a Matchbox-organised junior activity with its own approved supervision arrangements.
A parent/guardian may be required to make or approve a booking and accept applicable terms/waivers.
13HEALTH, PARTICIPATION AND NORMAL SPORTING RISK
Pickleball, padel, golf and other physical activity involve normal sporting risks.
Please warm up appropriately, play within your ability, wear suitable clean/non-marking court footwear where required, stop if you feel unwell or unsafe, and tell staff promptly about hazards, damage, injury or an incident.
If you have a health concern about taking part, seek appropriate medical advice.
Where a participation waiver is presented, it forms part of the participation process. Nothing in a waiver or these terms excludes liability where law does not allow Matchbox to exclude it.
14COURT AND VENUE CONDUCT
Customers and guests must treat staff, coaches and visitors respectfully; follow reasonable staff instructions and safety signage; not behave abusively, dangerously or unlawfully; use courts/equipment only for their intended purpose; keep food, glass and prohibited items off court; wear required footwear; and not deliberately damage the venue or equipment.
Matchbox may require a person to stop playing or leave where reasonably necessary for safety, conduct or venue protection.
Serious or repeated misconduct may result in future booking restrictions.
15EQUIPMENT AND DAMAGE
Any equipment hired or loaned remains Matchbox property and must be returned in reasonable condition.
You may be responsible for the reasonable cost of deliberate or negligent loss/damage caused by you or someone for whom you are responsible, subject to consumer law.
Normal wear and tear is not chargeable.
16PERSONAL BELONGINGS AND LOCKERS
Please keep valuables with you and use available storage sensibly.
Lockers, where provided, are for temporary use during a visit and should be cleared before leaving.
Matchbox is not responsible for loss or damage it could not reasonably have prevented, but nothing in these terms excludes liability that cannot legally be excluded.
Lost property may be retained for a reasonable period and then donated/disposed of.
17CCTV, PHOTOGRAPHY AND FILMING
CCTV operates at the venue for safety, security and crime-prevention purposes. See the Privacy Notice.
Matchbox may also photograph or film venue activity/events. We use notices and, where appropriate, specific permissions/releases, particularly where someone is deliberately featured.
Parent/guardian permission is normally required before a child is deliberately featured in promotional content.
18ACCESSIBILITY AND REASONABLE ADJUSTMENTS
If you need an adjustment or support to access a booking or service, contact Matchbox as early as reasonably possible.
We will consider reasonable adjustments based on the circumstances, venue and service.
19LIABILITY
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory consumer rights, or anything else that cannot lawfully be limited or excluded.
Matchbox is not responsible for losses that were not reasonably foreseeable when the contract was made or for business losses arising from a consumer booking.
20EVENTS OUTSIDE REASONABLE CONTROL
Matchbox is not responsible for a failure or delay caused by events genuinely outside our reasonable control.
If this materially prevents us providing your booked service, we will act reasonably in relation to rescheduling, credit or refund rights.
21PRIVACY
Personal information is handled in accordance with the Matchbox Privacy Notice.
22COMPLAINTS
If something has gone wrong, contact hello@matchboxpickleball.com or 01633 741390.
We aim to deal with complaints fairly and within a reasonable time.
23CHANGES TO THESE TERMS
The version accepted at the time of your booking applies to that booking unless a change is required by law or expressly agreed with you.
The website will show the current version and last-updated date.
24LAW
These terms are governed by the law of England and Wales.
Nothing in this clause removes any mandatory right a consumer has to bring a claim in another UK court where consumer law gives that right.
Membership Terms
PLAIN-ENGLISH SUMMARY
No long lock-in. No hidden catch.
Matchbox memberships are rolling monthly unless a particular plan clearly says otherwise before you join.
There is no minimum term for standard rolling plans.
You can give 30 days’ notice to cancel through the member portal or by email to hello@matchboxpickleball.com.
Your membership remains active during the notice period.
If a scheduled monthly payment falls during the notice period, it may still be taken. If a final full monthly payment is taken, your membership remains active through the full period that payment covers, so you are not charged a full month and then denied the time you paid for.
Membership fees are not normally refunded once a paid period has started, except where these terms or law provide otherwise.
If something serious happens, such as injury or another genuine life event, speak to us. We may agree a pause at our discretion.
Statutory cancellation rights for memberships bought online are explained below.
1WHO THE MEMBERSHIP IS WITH
The membership contract is with Matchbox Pickleball Ltd, company number 16954080, registered in England & Wales.
Venue: Unit 1–2 East Bank Road, Newport, NP19 4PP
Email: hello@matchboxpickleball.com
Telephone: 01633 741390
2YOUR PLAN
The plan name, price, billing frequency, included sports/benefits, booking window, off-peak restrictions, discounts, fair-use limits and any plan-specific conditions shown before joining form part of your membership contract.
If a plan page and these general terms conflict on a plan-specific benefit, the clear plan-specific information shown at the point of purchase applies for that benefit.
Membership benefits are personal and non-transferable unless Matchbox expressly says otherwise.
3ROLLING MONTHLY BILLING
Standard Matchbox memberships are billed monthly on a rolling basis.
By joining, you authorise the payment provider to take recurring membership payments until the membership ends in accordance with these terms.
Consumer prices shown include VAT where applicable.
There is no minimum commitment for standard rolling monthly plans.
4STATUTORY 14-DAY COOLING-OFF RIGHT FOR ONLINE MEMBERSHIPS
If you buy a membership online or another qualifying distance method, you will normally have a statutory 14-day cancellation period beginning when the membership contract is made.
If you want membership benefits to start during that 14-day period, Matchbox will ask you to request immediate performance.
If you then exercise the statutory cancellation right after the service has started, Matchbox may charge a proportionate amount for the membership service supplied up to cancellation where law allows.
If the service has not started and you validly cancel within the statutory period, any amount due back will be refunded in accordance with applicable law.
This statutory right is separate from the ordinary 30-day rolling cancellation policy below.
5REQUESTING IMMEDIATE MEMBERSHIP ACCESS
“I request my Matchbox membership benefits to start immediately. I understand that if I use the service and then exercise a statutory cooling-off right, Matchbox may charge a proportionate amount for the membership supplied up to cancellation.”
6ORDINARY CANCELLATION — 30 DAYS’ NOTICE
After any applicable statutory cooling-off process, you can cancel a rolling membership at any time by giving 30 days’ notice.
Preferred cancellation routes:
- member portal; or
- email to hello@matchboxpickleball.com.
These written routes are used so both you and Matchbox have a clear record.
This does not limit a statutory cancellation right that law allows you to exercise by another valid clear statement.
We will confirm cancellation and the expected membership end date.
7PAYMENTS DURING THE NOTICE PERIOD
Your membership and plan benefits continue while cancellation notice is running.
A scheduled monthly payment may fall within the 30-day notice period.
If Matchbox takes a final full monthly payment, access will continue through the full period covered by that payment.
Matchbox does not normally prorate ordinary part-month cancellations.
Nothing in this section removes a statutory refund/cancellation right.
8MEMBERSHIP FEES AND REFUNDS
Membership fees are not normally refundable after the relevant paid membership period has started, except where statutory cancellation/refund rights apply, Matchbox is unable to provide the material membership service and a refund is required/appropriate, or Matchbox agrees otherwise.
9PAUSING A MEMBERSHIP
Memberships normally run continuously.
For genuine extenuating circumstances, such as a significant injury or serious life event, Matchbox may agree to pause a membership.
Pauses are discretionary unless law requires otherwise. We may ask for reasonable information needed to assess/administer the pause but will avoid unnecessary health information.
Any agreed pause length, payment treatment and restart date should be confirmed in writing.
10FAIR USE AND BOOKING PRIVILEGES
Memberships can include fair-use limits, booking windows, restrictions by time of day and sport-specific rules.
The limits displayed for the plan at signup apply.
“Unlimited” does not override a clearly disclosed fair-use rule or guarantee a particular court/session at every requested time.
Members must not use a personal membership primarily to make bookings for non-members to avoid normal charges, reserve courts they do not reasonably intend to use, repeatedly no-show or misuse advance-booking privileges, or share a personal membership/account where the plan does not allow it.
Reasonable restrictions may be applied where necessary to protect fair availability.
11FAILED OR MISSED PAYMENTS
If a payment fails, the payment system may retry it.
Membership access may be paused while an overdue payment remains unresolved.
Continued non-payment may result in membership ending.
Any properly due unpaid amount remains payable.
12CHANGES TO PRICE OR MATERIAL PLAN TERMS
Matchbox may make reasonable changes to memberships as the club evolves.
For a material adverse change to recurring price or core plan benefits, Matchbox will provide reasonable advance notice before the change takes effect.
Where appropriate, you can cancel before changed recurring terms take effect.
Changes required immediately for safety, law, security or abuse prevention may take effect sooner where reasonable.
13VENUE CLOSURE OR SERVICE INTERRUPTION
Membership does not guarantee uninterrupted access to every facility at all times.
Courts or facilities may occasionally be unavailable because of maintenance, events, safety, breakdown, refurbishment or circumstances outside reasonable control.
If a material service is unavailable for an extended period, Matchbox will consider an appropriate remedy in light of the circumstances and consumer law.
14CONDUCT
Members must follow the Booking & Venue Terms, safety rules and reasonable staff instructions.
Matchbox may suspend or end a membership for serious or repeated abusive/threatening/unsafe behaviour, deliberate damage, booking misuse, fraud, non-payment or conduct materially affecting the safety/experience of staff/community.
We will act reasonably and take circumstances into account.
Ending a membership does not remove any refund right consumer law requires.
15JUNIORS
Where junior memberships are offered, additional age, parent/guardian, safeguarding and booking conditions may apply and will be shown before purchase.
16PRIVACY
Membership and payment information is handled in accordance with the Matchbox Privacy Notice.
17FUTURE SUBSCRIPTION-LAW CHANGES
UK subscription-contract rules are expected to change.
Matchbox may update signup/cancellation processes, reminders and notices when new statutory requirements come into force, preserving existing consumer rights.
18COMPLAINTS
Questions or complaints about a membership can be sent to hello@matchboxpickleball.com or raised with the venue team.
19CHANGES TO THESE TERMS
The current version will be published with a last-updated date.
We will not rely on a website update alone to impose a material adverse recurring change where consumer law or these terms require individual notice.
20LAW
These terms are governed by the law of England and Wales, subject to mandatory UK consumer rights.
Accessibility & Visit Support
Matchbox wants people to be able to enjoy the club and access our services as independently and comfortably as reasonably possible.
WEBSITE ACCESSIBILITY
We aim to build and maintain the Matchbox website in line with recognised accessibility good practice, using WCAG 2.2 AA as our target standard.
We aim for:
- keyboard-accessible navigation;
- visible keyboard focus;
- readable colour contrast;
- meaningful headings and labels;
- alternative text for meaningful imagery;
- captions for spoken video;
- clear form errors/instructions;
- support for zoom and responsive layouts;
- reduced-motion support where appropriate.
If you find an accessibility problem with the website, please tell us what page you were using and what went wrong.
Email: hello@matchboxpickleball.com
Phone: 01633 741390
VISITING MATCHBOX
Venue: Unit 1–2 East Bank Road, Newport, NP19 4PP
If you need an adjustment or particular support for your visit, contact us before you come where possible.
We can discuss the circumstances and confirm what arrangements are available.
Examples may include help understanding the booking process, information in an alternative format, seating/rest requirements, additional support at check-in, an adjustment to a usual procedure where reasonable, or information about physical access at the venue.
REASONABLE ADJUSTMENTS
We consider reasonable adjustments for disabled customers and visitors in accordance with applicable equality law.
What is reasonable can depend on the person, requested service, safety requirements, physical venue and practical circumstances.
Contact us as early as possible if there is something we can do to help.
FEEDBACK
Accessibility feedback is welcome at hello@matchboxpickleball.com.
PHYSICAL ACCESS AT THE VENUE
We are completing a full venue access audit and will publish confirmed physical-access information here once it is verified. We would rather tell you nothing than tell you something inaccurate about getting around the building.
In the meantime, please contact us for current information about step-free routes, parking, accessible toilets, seating, mezzanine access or assistance-dog arrangements, and we will tell you exactly how things stand.
CCTV, Photography & Filming
CCTV
Matchbox uses CCTV in and around parts of the venue for safety, security, crime prevention and protection of visitors, staff and property.
The CCTV system is operated by Matchbox Pickleball Ltd.
Privacy enquiries: hello@matchboxpickleball.com.
Cameras are signposted at the venue.
We normally aim to retain footage for no longer than 30 days unless footage is required for an incident, investigation, insurance matter, legal claim or another justified purpose.
Access is restricted. Footage may be shared where lawful and necessary, including with police, insurers, legal advisers or regulators.
See the full Privacy Notice for information about your data-protection rights.
PHOTOGRAPHY & FILMING
FILMING & PHOTOGRAPHY TODAY
Matchbox may be taking photographs/video today for club, website and social-media content.
If you would prefer not to appear in incidental footage, please speak to a member of the team and we’ll do what we reasonably can to accommodate you.
If we want to make you a featured subject — for example an interview, testimonial, portrait or hero campaign — we will normally ask for specific permission.
Children will not be deliberately featured in promotional content without appropriate parent/guardian permission.
Privacy questions: hello@matchboxpickleball.com
Contact & Company Information
VENUE
Unit 1–2 East Bank Road
Newport
NP19 4PP
OPENING HOURS
Monday–Saturday: 9am–9pm
Sunday: 10am–7pm
GET IN TOUCH
Email: hello@matchboxpickleball.com
Telephone: 01633 741390
COMPANY DETAILS
Matchbox Pickleball Ltd
Company number: 16954080
Registered in England & Wales
Registered office: 4D Old Pill Farm Industrial Estate, The Pill, Caldicot, Gwent, NP26 5JH
VAT registration number: 511 2684 20
COMPLAINTS
Customer-service complaints can be sent to hello@matchboxpickleball.com. Include your booking or account details where relevant so the team can identify the issue.