In order to register on any of our websites, customers must both validate their email address and accept our Terms of Service. Therefore every person with an account has indicated that they accept our Terms of Service during registration.
We further require customers who are placing an order to check a box indicating that they accept the Terms of Service during each transaction. Customers who do not check this box are unable to complete their orders. Therefore, the successful completion of any online transaction means that the customer has agreed to the Terms of Service at least twice: once during registration and a second time during order placement.
Finally, all orders to be shipped outside of Canada are subject to an additional verification process. Customers placing orders from outside of Canada must reply by email indicating that they accept the Terms of Service or the order cannot be shipped. When verification is not given, the order is canceled. When an order ships to an address outside of Canada, it means that the customer has accepted the Terms of Service at least three different times.
The Terms of Service for Racquet Network Inc. apply to all websites under our control including but not limited to:
Racquet Network reserves the right to change or delete any information published on our websites as necessary
Racquet Network strives for accuracy in publishing information viewable by the public. Racquet Network accepts no responsibility for errors or omissions published on this site nor for any loss or damage which advertisers or readers may suffer by relying thereon.
I. Terms and Conditions of Use
Racquet Network reserves the right to remove, edit and/or reject any information. Racquet Network also reserves the right to suspend or delete accounts at our sole discretion and without explanation. Suspension of accounts can occur for a limited time or indefinitely.
As a member of Racquet Network you agree to:
- treat staff and users with respect and honesty
- report game, set and match results correctly and honestly
- heed all rules and regulations
- attend rules clinics or in-person coaching sessions as required by administrators
- refrain from promoting outside clubs, businesses, lessons, activities and/or tournaments without prior written permission
- refrain from soliciting other users for the purpose of selling merchandise or services without prior written permission
- refrain from linking to other commercial websites without prior written permission
(a) General Provisions of Website Use
The subject matter and material sent to Racquet Network shall be subject to the approval, revision, or rejection by Racquet Network in its sole discretion.
The material that appears on Racquet Network is for informational purposes only. Racquet Network does not share your personal information with other businesses or sites.
Racquet Network reserves the right to deny use of its service to anyone who does not comply with these requirements or who otherwise uses the service in a manner we consider inappropriate.
If you disagree with any material you find on Racquet Network, we suggest that you contact us directly.
Racquet Network may change the terms of this agreement from time to time. By continuing to use this service following such changes, you agree to be bound by this agreement, as modified. Racquet Network may change, restrict access to, suspend, or discontinue this service, or any portion of this service, at any time.
(b) Expulsion for Spamming
Members who spam our systems in order to inflate their Activity Points will be expelled from the network.
Spamming activities include but are not limited to:
- joining more than ten (10) groups
- sending more than ten (10) public or private messages in a 24 hour period
- reporting false scores
- promoting outside products, services, activities or websites without express permission in writing
- using private messages for purposes not related to Racquet Network or our activities
Racquet Network has the right to demand proof of any activity for which Activity Points are given. Racquet Network also has the right to suspend accounts of users who are suspected of reporting scores fraudulently until such proof is provided by the suspended user.
Suspension, expulsion or resignation from Racquet Network will result in forfeiture of all Activity Points accumulated during your time with us.
Racquet Network is made available for your personal, non-commercial use only. The materials on this site are the property of Racquet Network, or its licensors, and are protected by Canadian copyright laws, international conventions and other copyright laws.
Except, as explicitly provided in this agreement, you may not distribute, transmit, display, reproduce, modify, create derivative works from, or otherwise exploit any of the material on Racquet Network without prior written consent. You may not store any significant portion of, nor distribute copies of, materials found on this site, in any form (including electronic means), without prior written permission from the owner.
You are free to establish a hypertext link to this site so long as the link does not state or imply any endorsement or sponsorship of you, your company, or your site by Racquet Network. However, without the prior written permission of Racquet Network, you may not frame any of the content of Racquet Network, nor incorporate into another website or other service any intellectual property of Racquet Network or its licensors.
RacquetNetwork.com® and the Racquet Network logo, are trademarks of Racquet Network. The names of other products and services referred to on the site may be the trademarks of their respective owners. You may not use any trademark or service mark appearing on Racquet Network without the prior written consent of the owner of the mark.
(e) Disclaimer of Warranties and Limitation of Liability
If you rely on this service or any material available through this service, you do so at your own risk. You understand that there may be delays, omissions, interruptions, inaccuracies, and/or other problems with the information, products and service published over this site.
This service is provided to you “as is.” Racquet Network and its affiliates, agents and licensors cannot and do not warrant the accuracy, completeness, currentness, noninfringement, merchantability or fitness for a particular purpose of the information available through the service.
To obtain access to certain Racquet Network services, you will be given an opportunity to register with Racquet Network. As part of the registration process, you will select a username and a password. You agree that the information you supply during that registration process will be accurate and complete and that you will not register under the name of, nor attempt to enter the service under the name of, another person; nor will you adopt a user name that Racquet Network, in its sole discretion, deems offensive. You will be responsible for preserving the confidentiality of your password and account information.
(g) Identification Policy
Racquet Network is concerned about the safety of our players and the integrity of our network. Therefore, participants in social ladders, competitive ladders, Racquet Network teams and other specified groups are required at all times to accurately represent themselves in their player profiles. Such identification must include a recent image in which their face (and nobody else’s face) is fully visible as well as their first and last names. Participants in competitive groups must also list their phone numbers so that other players are able to contact them in the event of cancellation.
Profiles that do not conform to the above stated policy will be removed from these groups by administrators at their discretion without notice, explanation, refund or compensation to the offending players.
(a) Credit Card Security
Racquet Network never sees your credit card number or expiry date. All we see is a message from our payment provider telling us that the money has been deposited in our account. Most importantly, though, Racquet Network does not store credit card information on this site.
(b) Leaving Racquet Network
When you leave Racquet Network, we deactivate your account and profile. This means that your name and email address PLUS any additional information you added to your profile during your time as a member are instantly hidden from our members.
The only information that will not be hidden when you leave Racquet Network is information pertaining to games you have played and results your have reported to our challenge leagues, i.e. your name, your score, the game you played and the date you played the game.
In order to access the members-only areas of our website, you need to create a password. Racquet Network recommends that you create a unique password just for this site. DO NOT use the same password for this site that you use for your banking site, for example. Remember that you can change your password at any time.
(d) Email Addresses
Users on this site do not see your email address unless you choose to publish it. In order to contact you by email, users must click on a button and send you a message through the website. They DO NOT see your email address when they do this. Even the email button is protected behind our login page. Only members of the network who are logged in can access this button to send you messages by email.
(e) Home Address & Refunds
In the event that Racquet Network finds it necessary to mail you a refund cheque, our staff may ask for your mailing address. This information will not be stored on our website. However, it will be stored in our office and be accessible to our accounting staff.
A cookie is a small amount of data that is sent to your browser from a Web server and stored on your computer’s hard drive. Racquet Network uses non-identifying cookies to facilitate logging in and logging out of the CLUBHOUSE for our members. You can still use the RN site if your browser is set to reject cookies. Our cookies do not generate personal data, do not read personal data from your machine and are never tied to anything that could be used to identify you.
(g) Computer Tracking
Our computer system is not set up to track, collect or distribute personal information about its visitors. It does recognize the home server of visitors, but not e-mail addresses. For example, we can tell which Internet Service Provider our visitors use, but not the names, addresses or other information about our visitors that would allow us to identify the particular visitors to our sites. This information is used only for internal purposes by Racquet Network technical support staff.
In addition, our web sites track information about the visits to our web sites. For example, we compile statistics that show the daily number of visitors to our sites, the daily requests we receive for particular files on our web sites, and what countries those requests come from. These aggregated statistics are used internally to better provide services, but again, the statistics contain no personal information and cannot be used to gather such information.
We use third-party advertising companies to serve ads when you visit our website. These companies may use information (not including your name, address, email address, or telephone number) about your visits to this and other websites in order to provide advertisements about goods and services of interest to you.
(h) Protecting our Children
– Racquet Network does not knowingly collect or maintain information from those actually known to be under the age of 13, and no part of our site is structured to attract anyone under the age of 13.
III. Lessons, Leagues and Activities
(a) PRIVATE & GROUP LESSONS
There are no refunds for private lessons.
Private outdoor lessons than cannot be completed due to inclement weather will be completed when weather permits. In some cases, lessons may be carried over from one season to the next.
If a private lessons customer is unhappy with one instructor, an alternate instructor will be provided. There are no refunds for customers who are unable to get the instructor they prefer.
Since most programs and group lessons rely on a certain number of participants, we cannot offer refunds, transfers or credits to players who wish to withdraw less than two weeks prior to the start date. There are no exceptions to this rule.
There is a $30 processing fee for all program/lesson withdrawals and/or transfers. This fee is applied per item.
From time to time, enrollment in group lessons may be limited to one or two participants. In such cases, Racquet Network, in its sole discretion, may upgrade the registrant to private or semi-private lessons of an equal or greater value. For example, a customer registers for a group program of five one hour lessons and pays a registration fee of $100.00. On the day the class is to begin, there is only one customer registered. Therefore Racquet Network may substitute a lesser number of private lessons provided the value of the private lessons is equal to or greater than the value of the group lessons the customer was scheduled to take.
From time to time, Racquet Network may have to cancel programs for reasons other than bad weather. In such cases members may receive a full refund in the form of a store credit.
Registration fees for Premium Private Groups — including all ladders and box leagues — are non-refundable.
Drop-in Vouchers have no cash value and are non-refundable.
(b) OUTDOOR LESSONS & PROGRAMS
From time to time, for the safety of staff and students, poor weather may require us to cancel scheduled group lessons or programs. This is done at the sole discretion of the supervising instructor with the full support of Racquet Network Inc.
Outdoor group lessons and programs are cancelled under one or more of these conditions:
1. Rain is falling from the sky
2. Temperature is below 10 degrees Celsius
3. Wind is dangerous
3. Slippery court surfaces make activity dangerous.
All outdoor lessons/programs are priced lower than indoor lessons/programs because we assume that some weather-related cancellations will be necessary.
Therefore no refunds are provided for cancellations of group programs or lessons due to weather.
Follow us on Twitter to get the latest updates regarding weather cancellations.
Even if you don’t want a Twitter account, you can just check our Twitter page at:
While it is not always possible to post cancellation notices online, we do try our best to do. Failure by us to post cancellations notices or by customers to see cancellation notices does not mean that either side is due compensation of any kind.
IV. Shipping Policies
Shipping Policy Summary
If all of the items in a customer’s domestic order are in stock and if the shipping method chosen is EXPEDITED the order usually ships next business day. If all of the items in a customer’s domestic order are in stock and if the shipping method chosen is FREE SHIPPING the order will be processed on our two weekly FREE SHIPPING DAYS and will ship the following business day.
The vast majority of expedited domestic orders ship the next business day. However, backorders and special orders can complicate things and slow orders down. Since we know that our customers want exactly what they ordered, we do not contact them to suggest substitutions unless we have no other options. Instead, we hold orders and and fill them when the correct items arrive.
In rare cases, it can take up to 14 business days to get backordered items. If we expect it to take longer than this, we cancel the order and issue a full refund. In all other circumstances, the Order Desk notifies customers through their accounts.
TRACKING NUMBERS – DOMESTIC
All Canadian orders ship via Canada Post’s Expedited Shipping method. Once Canada Post picks orders up, they send an email with a tracking number to the email address provided with the order. International orders are shipped without tracking numbers.
COMMUNICATING WITH ORDER DESK
All communication between customers and the Order Desk is by email only so that management may access copies of all correspondence. If you have questions about your order, please contact the Order Desk at firstname.lastname@example.org.
Free shipping, subject to minimum orders, is offered on racquetnetwork.com on most regularly priced items. Some items are excluded from free shipping including — but not limited to — court equipment, luggage, sale items and clearance items. In order to qualify for free shipping, the order must be placed through the website. If you order includes items that are eligible for free shipping and items that are not, you will be charged only for the items that are not. To determine which items are/are not eligible for free shipping, please add them to your cart.
Minimum orders for free shipping on racquetnetwork.com are as follows:
- Canada – CAD $150.00
- USA – USD $300.00 (+/- $20.00 depending on currency fluctuations)
- International – Not available
Free shipping is available only through racquetnetwork.com. Due to persistent and increasing charge back fraud, we only ship via premium methods that require signatures from the receivers. While this represents a shipping cost increase to customers outside of Canada, customers can be certain that their order will get to them quickly and that it will not be stolen from their doorsteps.
Shipping Policy Details
Racquet Network offers shipping via Canada Post. Shipping charges are based upon the weight & size of the order. To determine the cost of shipping, please add products to a shopping cart and proceed to checkout. Shipping costs are indicated prior to completing the order.
All orders ship whole. We do not split orders and ship items separately.
Customers who provide incorrect or partial addresses by phone, email, website or other methods of communication are responsible for all associated additional shipping costs and restocking fees.
(a) International Shipments
International shipments, including shipments to the USA can experience customs delays of up to several days. Therefore delivery times/dates cannot be guaranteed.
International orders are ineligible for cash refunds. Refunds for international orders are for store credit only.
Racquet Network is not responsible for orders that are lost, damaged or misdirected by the shipping agency and cannot provide any assistance whatsoever once an order is handed off the Canada Post.
A common occurrence with international orders is that the parcel carrier (UPS, Fedex, DHL, etc.) is unable to deliver to the address provided due to on-site security systems. Items are also frequently shipped back when the carrier is unable to contact anybody at the shipping address to accept the order. Racquet Network is in no way responsible for this and will not issue refunds or store credits in these circumstances.
Customers who provide incorrect or partial addresses by phone, email, website or other methods of communication are responsible for all associated additional shipping costs and restocking fees.
Canceled international orders (orders that are canceled by email within 24 hours of purchase) will receive the full value of their order in the form of a store credit which can be converted into a website coupon. Orders cannot be canceled once they have shipped. Once an order ships, it becomes a RETURN issue.
(b) Delivery Times
Once orders are handed off to a shipping agency, we can no longer control them. Once shipped, the vast majority of domestic order arrive at their destination within 3 business days. Occasionally, bad weather, postal strikes or other factors delay deliveries. However, all items shipped by parcel in Canada have tracking numbers and can be tracked online. Items shipped by letter mail do not have tracking numbers.
(d) Returns – Domestic Orders
Racquet Network is happy to offer limited free returns to most Canadian customers on core products both in-store and at authorized Canada Post Outlets. For customers in isolated rural areas or northern territories who are not eligible for free returns, we are able to offer a Discounted Return Parcel Rate.
WORRY FREE RETURNS
1. If we make a mistake on your order, you may return it at our expense within 72 hours of receiving it.
2. Defective items covered by manufacturer warranty may also be returned at our expense within 30 days of purchase.
3. Core items that are eligible for return but not eligible for Free Returns are covered by our Discounted Return Parcel Rate.
4. The maximum return period for eligible items is 30 days from date of customer order.
5. Eligible items may be returned for store credit or website coupon.
In all cases, customers must contact our Returns Desk in writing at email@example.com for a RETURN AUTHORIZATION before shipping anything back to us. Once the return is authorized, we will email the customer a shipping label. Simply place this label on the original box to ship it back to us. Please note that we will not accept packages shipped to us by any other method nor will we be subject to any cost incurred by customers who try to return items without a proper RETURN AUTHORIZATION.
Footwear ordered in an incorrect size may be returned, subject to some fair conditions. Free returns are available on core footwear items over $170.00 when purchased at regular price. Footwear items under $170.00 may be returned at our Discounted Return Parcel Rate. As stated above, the customer must communicate with the Return Desk by email and must get a RETURN AUTHORIZATION before shipping any items back to us. Packages that are returned without a return authorization will be refused. Free returns apply to core product only. Special order shoes are not eligible for return.
TRYING FOOTWEAR ON
Some customers order footwear in multiples intending to return items that don’t fit. This is permissible under the following conditions. All returns by mail that originate from orders of multiple shoes are subject to our Discounted Return Parcel Rate. The returned items must be core products, not special order products. The returned shoes must be new and unused. The box and wrapping paper must be pristine. A restocking fee may be applied at our discretion to cover damage to the packaging or contents. The amount of the restocking fee shall be 5% to 15% per item at our discretion.
Restocking fee percentages are determined on a case-by-case basis. In determining how low the restocking fee should be, the Returns Desk considers the nature of the item being returned, the cost of the return, the customer’s return history and the customer’s courteous treatment of our staff during the return process.
IN-STORE RETURNS & RETURNS BY MAIL
Items that are eligible for return may be returned to our store in person at 310 2525 Woodview Dr SW, Calgary, AB or to an authorized Canada Post Outlet. Core products returned in person to our store are not subject to restocking fees. Core products that are returned by mail may be subject to a restocking fee in the range of 5% to 15%. Restocking fee percentages are determined on a case-by-case basis. In determining how low the restocking fee should be, the Returns Desk considers the nature of the item being returned, the cost of the return, the customer’s return history and the customer’s courteous treatment of our staff during the return process.
ITEMS THAT CANNOT BE RETURNED
Some items cannot be returned. Apparel, for example, cannot be returned for health reasons. Nor do we allow returns on used items, stained items, items with makeup, paint or blood smears on them, special order items or items that were customized before shipping or pickup. There are also some categories of items that are not eligible for return under any circumstances, including balls, luggage and court equipment. Sale items, clearance items and items purchased with coupons or discounts are final sale and cannot be returned.
MAXIMUM RETURN COSTS
In order to protect our business from extreme abusers and serial returners, we are advised by our lawyers to set a maximum return value. Therefore, the maximum permissible value covered by our Worry Free Return Shipping Policy is $40.00 per customer per calendar year. Customers are responsible for all return shipping costs in excess of $40.00. We may allow some customers to exceed this limit at our sole discretion.
(e) Returns – International Orders (USA Included)
Due to the complications that arise with duties and taxes when shipping and returning products across international boundaries, all orders exported from Canada are final sale only. Refunds will not be issued, even when items are returned to us.
International orders may be canceled up to 24 hours after they are made. We do not accept cancellations of international orders after the 24 hour period has expired and will not issue refunds for these orders.
Racquet Network is an authorized dealer for all products sold on this website and in our store.
Racquet Network does not provide warranty coverage of any kind beyond that offered by the manufacturer. In no circumstances does Racquet Network provide over-the-counter warranty returns/exchanges.
Racquet Network does not provide warranty service for Yonex badminton frames strung by other parties.
The full manufacturer’s warranty, if any is offered, applies on all purchases to Canadian customers. However, not all products are covered by a manufacturer’s warranty. Typically, manufacturers do not offer warranties on their low-priced products.
Racquet Network is not responsible for making customers aware of warranty conditions prior to purchase. Customers who want warranty information must request it from manufacturers.
Racquet Network does not offer warranty coverage on products shipped outside of Canada.
Customers are advised to understand that just because a product breaks or deforms does not mean it is defective. In order to be considered defective, the break or deformity must occur during normal and intended usage and must be caused by deficiencies in materials or design. Warranties do not apply to products that break due to inappropriate, erroneous, abusive or unintended usage nor do they apply to normal wear and tear. In other words, warranty coverage applies only to factory defects.
Any customer who wishes to make a warranty claim must provide clear evidence of a factory defect. In virtually all cases, this means shipping the allegedly defective product to the manufacturer’s warranty department for examination by experts. Customers who cannot provide clear evidence of a factory defect must accept the judgement of the manufacturer’s experts regarding whether or not the product has failed due to a factory defect.
Allegedly defective products must be returned to the manufacturer’s warranty department, postage prepaid, for inspection. In many cases, defective products will have to be examined by the manufacturer’s warranty department before a replacement can be authorized. Approved warranty claims will either be replaced with the same or a similar product or given a Racquet Network credit. This decision will be made at the sole discretion of the manufacturer’s warranty department.
Items not covered by warranty of any kind include: strings, grommets, bumper guards, badminton frames, squash frames and pickleball paddle edge guards.
Stringing a racquet above the maximum recommended tension immediately voids all warranty coverage. Therefore Racquet Network does not string racquets above maximum recommended tension.
Warranty fraud is not tolerated by Racquet Network. Every year, our retail staff encounter several instances of warranty fraud whereby customers attempt to deceive us regarding damage caused by inappropriate, erroneous, abusive or unintended usage of retail products in order to derive warranty benefits. Customers who attempt to engage in warranty fraud will be banned from doing business with us online and in person.
Due to the large number of state, provincial and national racquet sports associations now operating worldwide, Racquet Network no longer tracks which items are considered “legal” and which are considered “illegal” under their various and constantly changing rules. If this issue is important to you, please contact these organizations before making your purchasing decisions. Racquet Network does not issue refunds for items on the basis of their acceptance or lack thereof by any local, state, provincial or national organization.
Some items offered for sale on the website may be backordered. When we are aware of back orders, we set the product listing for those items read AVAILABLE BY BACKORDER. Customers who choose to order items that are AVAILABLE BY BACKORDER may have to wait up to 12 weeks for delivery. If delivery does not occur by the end of the 12 week period, we will automatically issue a full refund for that item.
Items may not be exactly as pictured. We do not accept returns just because an item may not look exactly like it does in a image on the website.
V. Racquet Repair Services
Stringing services are covered by a two week warranty on the labour only. There is no warranty on the string.
In order to make a valid warranty claim, the racquet with the broken string must be brought into the store for physical inspection by a stringer within 14 days of the date on the receipt. Notification of a warranty claim by email, phone, text, social media, etc. will not be accepted.
Damage to grommets or frames after string installation can cause strings to break. Therefore the warranty is void if grommets or frame are broken.
Tubing is intended to be a temporary patch that extends the life of a racquet for a short while. Tubing is not a permanent repair for broken grommets and does not protect the string as well as grommets. Therefore racquets with temporary tubing are not covered by a warranty.
Sometimes, customers try to hide self-inflicted damage by removing some or all of the the strings. Therefore, the warranty is void if string has been removed from the frame prior to inspection for warranty purposes.
Customers who wish to make a warranty claim should bring their racquet in as-is the moment the strings break. They should not cut the strings out or do anything else that might create the impression that they are trying to cover something up. Our stringers want to see the racquet as-is so that they can determine exactly why the strings broke when and where they did. In order to do this, they need to see the damage for themselves.
Warranty is valid only on the original purchase. There is no warranty on a racquet repaired under warranty.
Counterfeit racquets are not covered by a warranty of any kind. Should a customer bring a counterfeit racquet in for service and should that racquet break while we are stringing it, we will not replace the racquet, we will not refund the cost of the string or any installed parts and we will not refund the labour.
Some racquets, especially Prince and Ektelon racquets, were designed with soft silicone parts such as grommets, dampeners and/or tubing. Over time, these soft pieces dry out and begin to deteriorate. Eventually, they begin to crumble and disintegrate. Should damage to these parts occur during the stringing process, Racquet Network is not responsible for replacing them or repairing them. Customers are generally not advised to purchase racquets with these feature.
VI. Demo Racquets
Our racquet demo program is offered as a service to valued customers who intend to buy a new racquet from us and who want an opportunity to try a variety of racquets prior to making that purchase.
It is not our intention to “rent” racquets to customers who do not wish to buy one from us. It is not our intention to provide customers with opportunities to try racquets that they later purchase elsewhere.
A $50.00 deposit is required for each racquet. Customers who wish to try one racquet at a time will put down a $50.00 deposit while customers who wish to try two racquets at a time will put down a $100.00 deposit.
The racquet demo deposit is refundable in the form of a store credit only. NO CASH BACK UNDER ANY CIRCUMSTANCES. The deposit is entered into our bookkeeping system as a DEMO CREDIT and can be applied to the purchase of a new racquet only. It cannot be applied to anything other than a new racquet. Demo deposits are non-transferable. They cannot be transferred between customers.
Occasionally, customers change their minds in the middle of the demo period and decide that they do not want to purchase a racquet. In these cases, the demo deposit will remain in our system as a demo credit until the customer is ready to make a racquet purchase.
Demos not returned by the due date may be charged to the credit card number on file without notice to the card holder. Such charges may be reversed at the sole discretion of Racquet Network.
Racquets must not be altered by customers — including grip, string or frame.
Damage to racquets may be charged to the credit card number on file without notice to the card holder.
Players may try each racquet for one week. Customers who require an extension may call and ask for one. Extensions may be granted at the sole discretion of Racquet Network.
Due to abuses of our demo program by a small number of users in the past, we have had to define some reasonable time parameters. For example, the maximum length of the demo period is limited to 30 days. Players may try a variety of racquets during a 30 day trial period that begins on the day they put down their deposit.
Also due to past abuses, we have had to define some limits on demo racquet usage. For example, players may not keep a demo for more than 14 days consecutively and may not take a demo out more than twice during the demo period.
Customers taking demos out are required to sign the agreement on the demo cards. However, failure to sign the demo card does not mean the customer is not bound by the Terms and Conditions pertaining to demo racquets.
Only racquets in our demo racquet inventory are available for customers to demo. Not all manufacturers provide demo programs. Moreover, manufacturer demo programs are generally limited to specific feature racquets. So there is no guarantee given or implied that customers will be able to try every racquet we offer for sale in our store or on our website.
VII. Online Reviews
a) Negative Reviews
From time to time, people publish false and/or defamatory reviews about our business online. Therefore we require all customers to agree that when/if they post or publish reviews about our business that we in our sole discretion deem to be false or misleading, that we are permitted to respond to these claims with factual information about the transaction including:
- the first and last names of the person who placed the order
- details of the order including billing addresses, shipping addresses, email addresses and phone numbers
- details of the order including items, quantities and attributes
- details of the transaction timeline
- all written customer/store communications pertaining to the order
- all audio/video pertaining to the order
Where permitted by the review platform, we will published this information in the business reply section so that the customer will have the option of deleting the review and thereby deleting the reply. Where not permitted by the review platform, we may choose to publish these details on our own websites and link to the review on the review platform.
While Racquet Network has no issues whatsoever with dissatisfied customers who post factual information in online reviews, we do not hesitate to respond aggressively to false, libelous and/or defamatory statements that cannot be corroborated.
b) Positive Reviews
We genuinely appreciate customers who post truthful, positive reviews about our business online. Every month, we create a list of legitimate five-star reviews and then choose one of these reviews by lottery. The person who created that review is then rewarded with a prize.
Some review platforms, such as Yelp and the BBB, do not allow us to give prizes to customers who have given us positive reviews. Therefore in compiling our monthly list of eligible reviews, we automatically exclude reviews from Yelp, the BBB and all other platforms that prohibit such reward programs.
In order to qualify for our monthly prize draw, each five-star review must be verifiable and must meet the following criteria:
- review must be about an actual transaction either online or in-store that occurred in the past 365 days
- review must provide some verifiable details of the transaction, including the name of at least one employee who helped the reviewer during their visit
- review must be in customer’s name, including first and last name
- reviewer’s first/last name must match a first/last name in our customer files
- the details of the review must be corroborated by a sales receipt or invoice
- anonymous reviews, reviews with false usernames and stars-only reviews cannot be counted because they cannot be verified
Racquet Network does not want false reviews, either positive or negative. However, we appreciate and encourage positive reviews from real customers whose reviews can be corroborated through customer files and transaction records. All such customers are eligible for monthly prize draws and for deep discounts for on-the-spot stringing during Customer Appreciation Events.
Notification of prize winners is by email to the email address in the matching customer file. A single notification is sent. Winners have 14 days to respond and to either pick their prize up in the store or make arrangements to have the prize shipped to them at their expense. In order to ensure that notification is not missed, we encourage customers to give us their regular, day-to-day email address and to ensure that email from Racquet Network is not filtered by their spam filters. Prizes that are not picked up within 14 days go back into the prize pool and are given away in future draws.