Apex Netball Ltd Policies

Payment Policy

• All new participants are entitled to one free trial session.

• Bookings can be made on a pay-as-you-go basis and are allocated on a first-come, first-served basis. Participants may also choose to book multiple sessions or an entire term in advance.

• To secure a place at a class or event, participants must complete the registration and booking process through the website.

• Only registered participants who have booked in advance are guaranteed a place at a class or event.

• Participants who are not registered will not be permitted to take part in classes or events.

• All fees must be paid at the time of booking and are processed securely through our online payment provider.

• Early bird discounts may be available when bookings are made at least 48 hours before the start of a class.

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Refund Policy

A refund or account credit will be provided in the following circumstances:

• If Apex Netball Ltd cancels a class or event.

• If Apex Netball Ltd changes the date, time, or venue of a class or event and you are unable to attend the revised session.

• If you cancel your booking in writing, via email, at least 48 hours before the start of the class or event.

• At the discretion of Apex Netball Ltd.

A refund or account credit will not be provided in the following circumstances:

• If you cancel within 48 hours of the start of the class or event.

• If you fail to attend a class or event without providing notice, or provide notice less than 48 hours before the session begins.

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Inclement Weather Policy

• If outdoor facilities are deemed unsafe due to adverse weather conditions, Apex Netball Ltd will use suitable indoor facilities where available.

• If no indoor facilities are available and the class or event must be cancelled, participants will be notified by email at least 30 minutes before the scheduled start time wherever possible.

• A refund or account credit will be provided if Apex Netball Ltd cancels a class or event due to weather conditions or for any of the forementioned reasons. 

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Merchandise Policy

• By placing an order, customers acknowledge and accept that their order is considered final.

• While Apex Netball Ltd will endeavour to accommodate requests for order changes or cancellations, this cannot be guaranteed.

• Customer-requested cancellations may be subject to a charge if artwork has already been prepared, stock has been ordered, or production has commenced.

• All garments and merchandise are subject to availability.

• Size guides provided are supplied by the manufacturer and should be used as a guide only.

• Personalised and made-to-order items are non-refundable and non-exchangeable unless the item is faulty.

• Non-personalised items may be returned within 28 days of receipt, provided they are unused, in their original condition, and include all labels and tags.

• Merchandise orders are processed on the first Saturday of each month and will be available for collection at a class or event approximately fourteen days later.

• Apex Netball Ltd does not currently offer a delivery service.

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Liability Policy

• Apex Netball Ltd maintains appropriate public liability insurance for its coaching activities, classes, and events.

• Apex Netball Ltd is responsible for providing a safe environment during its classes and events, including equipment safety, emergency procedures, and first aid provision.

• Apex Netball Ltd accepts no responsibility for the loss, damage, or theft of personal belongings brought to classes or events.

• Parents and carers are responsible for arranging safe transportation to and from all classes and events for participants.

Photography Policy

• During training sessions, games, camps or other events Apex Netball Ltd may take general images or footage. These would be used for social media, press, the website, etc.

• Any individual who does not consent to be photographed or filmed would need to ensure this information is completed during membership set up. 

• We advise individuals who may take photos to use common courtesy and inform players/guardians to ensure they consent you to do so. 

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Dress code

Footwear and clothing;

• Sports trainers with good grip are essential for safety. Trainers need to provide support and stability. 

• Comfortable clothing that allows you to move freely is also essential. Preferably not hooded or with drawstrings- these would need to be tucked in to prevent any interference during gameplay/training. 

Accessories and personal items; 

• Jewellery should be removed before playing. If they cannot be removed they need to be taped. Wristbands/Watches should be taken off. 

• No headgear or gloves. 

Nail care/Hair care;

• Short nails are essential to prevent accidental scratches or injuries. 

• Nails will be checked before the start of each session, if they are deemed too long you will be asked to cut/file them to an appropriate length. 

• Long hair should be tied back. 

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Social Media Policy 

Usage;

• Social media is encouraged to be used to promote Apex Netball Ltd, including individual achievements, team achievements and the team sport as a whole. 

• Whilst everyone has the right to express their individual views this must be balanced with the responsibility to avoid; *insulting or abusing others *avoid making slanderous or defamatory comments *not create risks to anyone’s personal safety or wellbeing. 

• As a general principle it is recommended that Players/Individuals who have a profile which is used for their team sport involvement keep their personal identity, pages and personal profile separate. 

• Those in positions of trust and young persons should not be “friending” or “following” each other. 

Communications

• All communications will be through the website and/or Mailchimp. 

• No under 18’s will receive any communications. 

• Instagram will be used to promote Apex Netball Ltd however the instant messaging service will not be used to communicate with individuals. 

Concerns

• Safeguarding is everyone’s responsibility, as is creating and maintaining the high standards of behaviour expected by Apex Netball Ltd. Therefore everyone is expected to report any concerns in regards to misuse or inappropriate social media usage.

•  The first point of contact would be the Safegurding Officer (Chloe Rhys-Jones), however if there are concerns of immediate risk or harm then the police and/or children’s services should be contacted. 

• This policy has been drawn up on the basis of legislation from the following; 

  • Online abuse; learning.nspcc.org.uk/child-abuse-and-neglect/online-abuse

  • Bullying; learning.nspcc.org.uk/child-abuse-and-neglect/bullying

  • Child Protection; learning.nspcc.org.uk/child-protection-system 

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Safeguarding Policy 

• Apex Netball Ltd are committed to providing a safe, positive and enjoyable environment for all members. 

• The welfare of the children, young people and adults is paramount. 

• Apex Netball Ltd stand by the fact that everyone has the right to participate in netball free from abuse, bullying, discrimination, neglect or exploitation. 

• This policy applies to; 

  • Players 

  • Coaches 

  • Umpires 

  • Volunteers 

  • Club members 

  • Parents/Carers 

  • Spectators 

• Safeguarding is everyone’s responsibility.

• All concerns will be taken seriously and acted upon appropriately.

• Apex Netball Ltd will work in partnership with adults, parents, carers, statutory agencies and governing bodies.

• Confidentiality will be maintained where possible but concerns about welfare will be shared with the appropriate agencies when necessary. 

• Apex Netball Ltd’s Safeguarding Officer is Chloe Rhys-Jones (link Chloes contact page) We will follow England Netball safeguarding procedures and code of conduct alongside our own. (Code of conduct & England netball website words to have link)

• Appropriate DBS checks are completed where required. 

• This policy will be renewed annually or sooner if legislation or governing body guidance changes. 

Last reviewed July 2026

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GDPR 

• Apex Netball Ltd are committed to protecting the privacy and security of all members volunteers, coaches, officials, parents/carers and supporters. Personal data will; be processed fairly, lawfully and transparently in accordance with the UK GDPR & Data Protection Act 2018. 

• Apex Netball Ltd may collect and process the following; 

  • Name

  • Address

  • Email address

  • Telephone number

  • Date of birth 

  • Emergency contact details 

  • Medicinal information relevant to participation in netball

  • Membership records

  • Coaching and umpiring qualifications

  • DBS applications

  • Photographs and videos where consent has been provided

  • Payment and subscription records

• This information is collected to

  • Manage membership and participation

  •  Communications 

  • Organising training sessions, matches, events, etc 

  • Manage safeguarding responsibilities 

  • Administer fees and membership 

  • Promote the club where consent has been obtained. 

• Apex Netball Ltd processes personal data under one of more of the following lawful bases;

  • Consent

  • Contractual necessity 

  • Legal obligation

  • Legitimate interests 

  • Vital interests in emergency situations 

• Personal information will be stored securely

• Access will be restricted

• Password protected devices and systems, are used where possible

• Reasonable steps will be taken to prevent unauthorised access, disclosure, loss or misuse of personal data. 

• Depersonalised data may be shared with 

  • England Netball

  • League organisers 

  • Competition organisers 

  • Insurance providers

  • Emergency services where necessary 

  • Statutory authorities where legally required

• Personal information will never be sold to third parties. 

• Under UK GDPR individuals have the right to;

  • Access their personal data

  • Request correction of inaccurate information

  • Request deletion of personal data where appropriate 

  • Withdraw consent where consent is the lawful basis for processing

  • Lodge a complaint with the ICO (Information Commissioners Office)

• Any suspected breach of data must be reported to the Club Owner (Fay Walker) 

• The Club committee is responsible for ensuring compliance with this policy and all staff must comply with this policy. 

• This policy will be renewed annually and updated as necessary to reflect changes in legislation, guidance or club practices. 

Complaints Policy

• It is the policy of Apex Netball Ltd to take all feedback and complaints seriously. Apex Netball Ltd welcomes all forms of feedback including compliments. 

• The procedure for any complaints/feedback has two potential stages; informal and formal.

• It is essential that all complaints are addressed fairly, consistently, and as quickly as possible. 

• Apex Netball Ltd are committed to providing a high standard of service and will strive to exceed customer expectations; however, we understand that occasionally things go wrong or are perceived by others to go wrong. 

• When this happens, we will; 

  • Treat the complaint and complainant with respect and dignity and deal with it fairly and sympathetically. 

  • Treat all complaints sensitively and only discuss with those who are directly involved in trying to resolve the issue. 

  • Be consistent with the approach to resolving complaints ensuring fairness and impartiality. 

  • Use the complaint as an opportunity to take actions to improve the services provided. 

Informal stage;

• Complaints are best resolved informally by Apex Netball Ltd staff. The best way to do this is to address any issues as they come up and work to resolve matters quickly and simply. 

• Staff will need to establish the key facts to help decide whether an informal or formal approach is appropriate. This may involve talking to those involved, reading correspondence or looking at written or photographic evidence relevant to the matter. 

• A record of the feedback or complaint and notes of key events will be held by Apex Netball Ltd in accordance with GDPR. 

• If the complaint/feedback is ended at the informal stage an email will be sent to the individuals involved setting out the expectations for the future. 

Formal stage;

• This stage will be used as resolution if; 

  • The problem cannot be resolved informally. 

  • The issue involves allegations of serious misconduct. 

  • The complainant wishes to progress their complaint to the formal stage. 

• The owner of Apex Netball Ltd (Fay Walker) will be the investigating officer for all formal complaints. An investigation will commence to establish all the facts relevant to the points made and will provide the complainant with a full objective proportionate response. 

• An acknowledgement of the complaint will be sent within 5 working days. 

• A full reply will be provided within 20 working days after the investigation. In the rare case a full response cannot be provided within that time frame due to a more complex investigation then an update will be provided within 20 working business days with an expected completion date. 

Potential outcomes of complaints 

• An apology 

• A proposed remedy and timescales (if applicable) 

• An indication of what service improvement will be made.