What is Playtomic Experiences and how does it work?

Playtomic Experiences is a section of the Playtomic app where you can discover padel and tennis experiences offered by external operators: clubs, coaches, activity organisers and partner venues. You can browse experiences and send a request to the operator, who then contacts you to arrange the booking.

Playtomic acts only as an intermediary. We give you a digital showcase to find experiences and a channel to request them. The experience is always organised, sold and delivered by the operator.

What types of experiences can I find?

• Getaways: a trip where padel or tennis is one of the ingredients. It usually includes accommodation and is combined with leisure, wellness or cultural activities.
• Training camps: training is the main product. They may also include accommodation, meals or other activities.
• Event trips: built around a specific date, such as a professional tournament, a festival or a competition.

How do I find an experience?

1. Open the Playtomic app.
2. On the Home screen, tap Introducing Experiences.
3. Browse the experiences by category, or search for a destination using the search bar (magnifying glass).
4. Use the filters Date, Duration and Type to narrow down the results.
5. Tap an experience to see all its details.

What information can I see about an experience?

• Photos and a description of the experience
• The location and the operator who organises it
• What is included and what is not included
• The programme, day by day
• The available dates
• The operator's contact details

How do I send a request?

1. Open the experience you are interested in.
2. Select a departure date and the number of players.
3. Read the operator's privacy policy and accept its terms of use.
4. Add a message for the operator (optional). For example, you can ask about the level or about how to pay. Don't include health information or ID document details; if the operator needs them, they will ask you directly.
5. Tap Send request.

Sending a request is free.

What happens after I send a request?

You see a confirmation in the app and receive an email with a summary of your request. The operator receives your request, together with your name, email and phone number, and contacts you directly to answer your questions, give you detailed information and create your booking.

Can I pay or book in the app?

Not yet. For now, you can discover experiences and send a request. You arrange the booking, the payment, and any changes or cancellations directly with the operator. Playtomic does not manage payments, cancellations or refunds for experiences.

Note: The price shown in the app is indicative. The operator confirms the final price and conditions.

Who is responsible for the experience?

The operator is solely responsible for:

• Organising and delivering the experience as described.
• The quality, safety and fulfilment of what has been agreed (coaches, courts, accommodation, transfers, meals, etc.).
• The price, the published information and the terms of the experience.
• Cancellations, changes and refunds.
• Holding the licences, permits and insurance required by law, including civil liability insurance.
• Complying, as organiser, with package travel regulations, including any applicable insolvency protection, when the experience combines several travel services for a single price (for example, accommodation and an activity).

Playtomic is responsible for:

• Providing the Experiences section so you can discover experiences and get in touch with the operator.
• Reviewing operators before they can publish (Certification process) and reviewing them periodically.
• Providing first-level support with using the app.

Certification is an admission check: it lets us decide which operators can publish on Playtomic Experiences. It is not a guarantee from Playtomic about the experience or about the operator's legal compliance.

Any issue during the experience (injuries, delays, programme changes, accommodation problems, etc.) must be resolved directly with the operator.

How do payments and prices work?

• The operator sets the price. The amount shown on the listing is for guidance only; the operator will confirm the final price and conditions.
• Playtomic does not charge you any fee for sending a request through the Experiences section of the app.
• You pay the operator. The operator processes the payment and issues the invoice or receipt for the experience.
• Deposits and advance payments. Some experiences may require a deposit or full payment in advance. The operator is responsible for safeguarding these amounts and refunding them when applicable.
• The operator's terms. Each experience is governed by the operator's terms and conditions, which you accept when sending your request. Read them carefully: they set out exactly what is and isn't included.

What happens if I cancel, or if the operator cancels?

Each operator publishes its own cancellation and refund policy on the experience listing. This policy explains what happens to your money if the operator cancels, if you cancel, or in the event of force majeure.

• If you cancel: the operator's policy applies. Check it before booking.
• If the operator cancels: the operator must refund everything you have paid, within the timeframe in their policy and always within the minimum period required by law.
• Changes to the experience: the operator manages any change to dates, programme or included services.

Send cancellation, change or refund requests to the operator. Playtomic does not decide on them.

Who should I contact with a question or issue?

You can find the operator's contact details on the experience listing and in the confirmation email for your request.

If you contact Customer Care, we will help you get in touch with the operator. Your reports help us review Certification: we may suspend or remove an operator who builds up cancellations, poor ratings or complaints.

What should I check before I book?

• Read the listing and the operator's terms. Check what is and isn't included.
• Travel documents. If the experience involves travel, you are responsible for your passport, ID, visas and entry requirements.
• Personal insurance. The operator must hold its own civil liability insurance. Consider taking out travel, medical or cancellation insurance if you need it.
• Health and fitness. Make sure you can take part in the activity. If you need to share allergies, dietary requirements or other needs, do so directly with the operator, outside the app.
• Companions and minors. If you add other people to the booking, let them know you will share their details with the operator and make sure they agree. Only a minor's parent or guardian may provide the minor's details, and the minor must take part with their authorisation.

How is my personal data used?

• Playtomic processes your data to manage your account, recommend experiences, handle your request until it is sent to the operator, and provide support. All of this follows the Playtomic Privacy Policy.
• The operator receives only the data needed to handle your request or deliver the experience (yours and your companions'). From that point on, the operator is responsible for that data under its own privacy policy, which you see before sending your request.
• Limited use. Under the terms the operator accepts with Playtomic, it may only use this data for the experience, invoicing, handling issues and its legal obligations, and not to send you advertising or share it with others, except third parties involved in the experience (for example, the accommodation).
• If you don't book, the operator must delete the data from your request within a maximum of 3 months.
• Operators outside Europe. If the operator is established outside the European Economic Area, your data is shared with the safeguards required by the GDPR (a European Commission adequacy decision or standard contractual clauses).
• Your rights. For data processed by Playtomic, write to dpo@playtomic.io. For data processed by the operator, contact the operator directly.

FAQ

Does Playtomic organise the experiences? No. Operators organise and manage them. Playtomic reviews them before they can publish.

Does it cost anything to send a request? No, sending a request is free.

Why can't I see Experiences in my app? Experiences is being released gradually, in selected countries. Make sure your app is up to date.

💬 Need Help?

If you have any questions or need further assistance, don't worry! 😊 You can always contact us. We're here to help!