FAQ
Still stuck?
WhatsApp us or call +64 28 407 8645.
Staffed weekdays 5–10pm, weekends 10am–3pm. Open 24/7 through the app.
Visiting
What are your hours?
You can play 24/7: book in the app and your booking's access code opens the door from 15 minutes before your slot. The Park is staffed weekdays 5–10pm and weekends 10am–3pm. Outside those hours it's still open, just quieter.
What's the fastest way to reach you?
For anything urgent (bookings, the door, vending): WhatsApp us on +64 28 407 8645. Everything else: office@padelpark.nz, with a reply within one business day.
Do I need a membership to play?
No. Anyone with an account can book a court and play. Memberships and passes just make regular play cheaper. See memberships, or the free half-price passes for students and over 60s.
What facilities do you have?
A hang-out area, bathrooms and changing rooms (including an accessible toilet and shower), table tennis, a pro shop and our online store.
Do you have showers, lockers and Wi-Fi?
Showers, changing rooms, lockers and towels, yes. Wi-Fi, no: you're here to play!
Is the Park wheelchair accessible?
Yes. Wheelchairs can get onto both the padel and pickleball courts easily, and there's an accessible toilet and shower. We've worked a lot with local organisations on making the Park open to everyone.
Where do I park?
Parking is free, all around the building. The best spots are right in front of the main doors.
What should I wear?
Comfortable sportswear and clean, non-marking court shoes. No studs, heels or black-soled shoes, as they mark the courts. Bring a water bottle; there's a fountain in the locker room. More in our Terms.
Can I bring food, and can friends come and watch?
Yes to both. There's plenty of seating facing the courts, so your supporters can watch in awe of your playing.
Can kids play?
Of course. Players 16 and over can book and play on their own. Under-16s need a parent or guardian to complete the U16 Declaration, and under-14s must be supervised by an adult at the venue at all times. You need to be 16 to sign up in the app. See our Safeguarding Policy. Looking for kids' coaching? Get in touch: office@padelpark.nz.
Can I bring my dog?
Yes, we love our furry friends. A few asks so it stays that way:
Always pick up after your dog. If it keeps happening, we'll have to stop allowing dogs, so don't spoil it for the other doggies.
Keep your dog on a lead and be considerate of others nearby: not everyone is the dog lover you are, so check people are happy with your dog being there. Be kind to everyone!
Can I bring alcohol?
Not for now: please don't bring alcohol onto the premises. We're applying for a liquor licence and designing a bar for the Park, which we think will be a great culture creator, so watch this space. No smoking or vaping inside.
Will you use photos of me?
We sometimes take photos and video at the Park for our website and social media. If you'd rather not appear, tell staff on the day or email office@padelpark.nz and we'll leave you out or take it down. More in our Terms.
I left something behind.
Lost property is on the left as you come in, during staffed hours. We keep it for about a month, then donate it to the Salvation Army. Can't make it in? WhatsApp us.
How do I give feedback or make a complaint?
Talk to the team on the day first: most things get sorted on the spot. If that doesn't fix it, email campbell@padelpark.nz with what happened, when and who was involved, and what you'd like us to do. We'll acknowledge it within 3 working days and respond in writing within 15. You can also go to the Disputes Tribunal. The full steps are in our Complaints Procedure.
Getting in
How do I get in after hours?
Every booking has its own access code, active from 15 minutes before your slot. Find it in the app under My Bookings (in the booking description), or in your confirmation and reminder emails. Enter the code on the keypad, press #, then push the door handle down.
My code or the lights aren't working. What's going on?
It's usually the timing. Your entry code only activates 15 minutes before your booking, and the court lights come on 5 minutes before it starts. They go off 10 minutes after your booking finishes.
Want to keep playing? During staffed hours, ask the team; otherwise book more time in the app. Still stuck? Ring the doorbell during staffed hours, or WhatsApp us any time.
Something is wrong with the court during my booking.
Ring us straight away on +64 28 407 8645, then WhatsApp the same number if you can't get through. In that order, and as soon as it happens, so we can fix it or make it right.
Booking
How do I book a court?
Create your account, then book in the Padel Park NZ app (App Store or Google Play) or on the booking grid. Pick a time, sport and length, pay for the court, and it's yours.
There are short how-to videos in the Help guide.
I don't want the app. Can I book on the web?
Yes. Use the booking grid on the web: same login, same bookings.
How far ahead can I book?
Courts: 7 days ahead, or 14 days for members. Activities and weekly events: a month ahead.
How much does it cost?
Courts at reduced pricing are from $14 per person an hour for padel and $8 for pickleball (worked out for four players; you pay for the whole court when you book). Open Courts is $10. See court pricing for every rate, and memberships for ways to pay less.
When is reduced pricing?
Reduced pricing runs weekdays before 5pm and after 10pm, and weekends and public holidays before 10am and after 8pm. Standard pricing applies the rest of the time. Reduced-pricing times are the off-peak times, when the Student and 60+ Passes give 50% off. See court pricing.
How many people can play on a court?
A normal game is four: our padel courts are built for doubles (singles works too, see below), and pickleball is mostly doubles. Pickleball courts are great for singles as well.
Booked the whole court and want six of you rotating through? By all means, go for it. We once had about eight Waikato rugby players on a court at once, and they had a blast.
How can I pay?
Card and Apple Pay in the app and on the web. Cash works too: top up your wallet, pay for a booking or hire a racket at the front desk during staffed hours.
Is there a bonus for topping up my wallet?
Yes: top up $100 or more and we add a bonus percentage to your wallet (for example 10% free on a $100 top-up).
I booked the wrong time (2am instead of 2pm). What can I do?
If you're still outside the cancellation window (more than 6 hours before the start for members, 12 hours for non-members), cancel it yourself in the app and book the slot you wanted. The refund goes straight into your MatchPoint wallet, so you can use it for the new booking straight away.
If you're already inside that window, WhatsApp us or email office@padelpark.nz and we'll sort it out.
What's the cancellation policy?
Members can cancel up to 6 hours before the start for a full refund; non-members up to 12 hours. Coaching has a 24-hour window, and classes and tournaments 12 hours. Refunds go to your MatchPoint wallet. Inside the window we can't refund automatically, so WhatsApp us if something genuine comes up. The full policy is in our Terms.
I'm running late. Will I lose my court?
That's between you and your group: the court is yours until your booking ends. Playing an Open Match with people you don't know? Turn up late and you might be buying a round for everyone after the match.
Where does my refund go?
Booking refunds always go into your Padel Park wallet (your account balance in the app), ready for any booking, pro shop purchase and more. Would you rather have it back somewhere else? Get in touch: office@padelpark.nz.
What can I use my wallet credit for?
Any court booking, coaching or pro shop purchase. Wallet credit can't be used for memberships or the vending machines.
Why was my Open Match cancelled?
An Open Match needs all four places filled. If it isn't full 30 minutes before the start, it cancels automatically and everyone is refunded to their wallet. (That's moving to two hours before in a few months, and later back to our normal booking policy.)
One player short and time's running out? WhatsApp us and we'll help you find someone, or jump in for a game ourselves.
How do I book a social, event or league?
In the app, scroll to the bottom of the home screen and tap Activities. On the web, go to Make a Booking → Weekly Events / Activities. Everything on what's on books that way.
Can I get a receipt or invoice?
Yes, of course. Email office@padelpark.nz with the booking details.
Can I book for a work team or a party?
Yes. See corporate bookings for team events, and the meeting room is bookable too.
Gear
Can I hire a racket or paddle?
Yes, any time, from the two vending machines: standard padel and pickleball hire from $4 an hour, premium padel rackets from $6. During staffed hours you can also hire from the pro shop. No need to book ahead.
The vending machines also sell drinks, snacks, balls and accessories.
The vending machine took $20, not $4. Why?
That's a bond, not the charge. When you hire from the vending machine it holds $20 on your card. The hold clears in 2–4 business days and only the actual hire amount is charged.
If the hold has gone but you've still been charged the full amount, email a screenshot of the transaction to office@padelpark.nz and we'll refund the difference.
I lost my vending machine Return Number.
WhatsApp us with the time you hired the racket or paddle and we'll sort it.
Can I bring my own balls?
Of course. Just remember padel balls and tennis balls aren't the same thing: tennis balls are heavier, so they're harder on your arm and put more strain through your racket. Padel and pickleball balls are on sale in the pro shop and the vending machines.
I lost a ball in the net between the courts. What can I do?
During staffed hours, ask the team and we'll get it down for you, or give you a replacement of a similar ball. No worries.
Do you have a pro shop?
Yes. The full pro shop is open during staffed hours.
Can I try a racket before I buy?
Yes. Every racket in the pro shop can be demoed.
Memberships
Can I cancel my membership?
Yes. Email office@padelpark.nz or come and see us during staffed hours (weekdays 5–10pm, weekends 10am–3pm) and we'll sort it. You'll come off the next month's payment; months already paid aren't refunded. Just joined? See the 3-day change-of-mind refund below.
I chose the wrong membership, or changed my mind.
Chose the wrong one, or decided it's not for you? Tell us within 3 days and we'll refund the full amount. Email office@padelpark.nz.
How do I use my membership minutes?
Book as normal, tap Match Pass and choose the minutes voucher. Passes and discounts already on your account apply by themselves when you book.
Do you have a student discount?
Yes. The free Student Pass gives you 50% off off-peak court bookings, for both sports. Show your student ID at reception during staffed hours, or email a photo of it to office@padelpark.nz with your account name. More about the Student Pass.
Is there a 60+ discount?
Yes. The free 60+ Pass gives you 50% off off-peak court bookings. Show any photo ID showing you're 60 or over at reception during staffed hours, or email a photo of it to office@padelpark.nz with your account name. More about the 60+ Pass.
How long do vouchers and session packs last?
A year from the day you buy them. See vouchers.
Getting started
I've never played. Where do I start?
Come to a free 30-minute Intro to Padel or Intro to Pickleball: we lend you the gear. Then try a First Serve Social to keep playing with other new players.
Do I need a partner?
No. Come to a social, create a public Open Match in the app so players at your level can join, or bring a mate to Bring-a-Mate.
Can I play padel singles?
Yes, and we get asked this a lot. You can play singles on a doubles court; it's a bit more running (a lot more, actually), but very doable. There are singles-only padel courts (20m × 6m), but we don't have any at Padel Park.
Most people play cross-court: use the centre service line as the edge of the court. It's good fun!
What level am I, and how do I change it?
We use a 1.0 to 7.0 level so you're matched with similar players: about 1.0–2.9 is beginner, 3.0–4.9 intermediate, 5.0 and up advanced (set by the Park). Pick honestly and the system adjusts it from your Open Match results.
To change it: in the app, Profile → Account → Rating → Edit; on the web, My Account → My Personal Information → Player Rating → Edit.
Coaching
Do you offer personal coaching?
Yes: private and small-group lessons with our coaches. See private lessons and all coaching.
Is there a minimum age for coaching?
No minimum age for coaching. You need to be 16 to sign up in the app, so parents, get in touch at office@padelpark.nz about kids' coaching. We also run holiday programmes.
Corporate and groups
How much does a corporate booking cost?
Build your booking on corporate bookings for an instant estimate. Courts are priced per court by length and time of day, and bigger bookings get a volume discount: 5% off from $250, rising to 15% off from $1,000.
How big a group can you host?
We've hosted groups of around 60. At that size it gets lively, with a fair bit of sitting out between matches, which is fine if your group is happy with that. Just make sure everyone knows what to expect, so nobody arrives thinking they'll play the whole time. Big groups need extra staff on, which adds to the cost.
Our team has never played. Is that a problem?
Not at all. Padel and pickleball are quick to pick up, so everyone's playing within minutes. Every event starts with a short briefing from our team.
Who runs the event on the day?
We do, and for most bookings it's included. We tailor the event to your group's level: a tournament split however you like, or even a full-facility Americano. We've got loads of formats up our sleeve, so tell us what you're after and we'll match it. Plenty of companies bring their own prizes for the winners.
Can we have the whole place to ourselves?
Yes, and there's no minimum spend. If you'd like the privacy of the whole Park, we really recommend it.
How far ahead should we book?
Usually about a month out, a bit longer for Christmas parties. Short notice is fine too: we can often turn a booking around in a day or two.
Can we book outside normal hours?
Yes, we can make any hour work. Outside staffed hours there's a surcharge, as we need at least one staff member on site for the whole booking.
How long can we book for?
Anything from an hour up to four hours online. Longer, or the whole facility? We'll quote it directly.
Is gear included?
Rackets, paddles and balls are included for bookings over $150.
Can we bring food, present, or use a meeting room?
Yes to all three. Bring your own food or ask us about catering. There are large screens you can connect to for a presentation, and the hang-out area by the courts is huge. For a working session, add our meeting room beside the courts.
Can our team change and shower here?
Yes: changing rooms and showers, so people can come straight from work. Parking is free, with easily enough room for 30+ cars.
Do you need a deposit, and how do we pay?
No deposit. We invoice the company as soon as the booking is confirmed, with payment due before the event (the due date is on the invoice). You can also pay in person by cash or card. The estimate on our site includes GST, and your quote will say whether its prices include or exclude GST.
What if we need to cancel?
We kindly ask for at least a week's notice. Email office@padelpark.nz.
How do we book, and how fast will you reply?
Send the enquiry from corporate bookings (it fills in your estimate) and we'll confirm price and availability within one business day.
Can we buy vouchers or memberships for staff?
Of course. We'd love that kind of support and really appreciate it. See vouchers and memberships, or email office@padelpark.nz for a bulk order.
