Make pickleball repeatable.A pickleball club runs prepaid credits and promos well when every offer has one goal, a known cost and rules that are written before the first sale. In practice that means five steps: decide what you want players to do next, work out what the offer costs, set expiry and refund rules, keep one dated record per player, and make sure a player can explain the offer in one sentence.
This guide covers each step for court owners and club managers across Asia, with a worked example at the end. Two terms come up throughout. Prepaid credits are games or money a player pays for in advance and uses later. Bonus credit is extra credit a club adds on top of what the player paid, as part of an offer.
What does a free game really cost a pickleball club?
A free game costs a club the court time it gives away, the staff time to check the player in, and the balls and other supplies used. Each cost is small, but they repeat every time the offer is used, so a free game with no goal is a discount with no return.
Use this worksheet before running a free-game promo. Fill it in with your own prices and currency.
| Cost | How to work it out | Your number |
|---|---|---|
| Court time | What the slot would earn from a paying player. If the slot would be empty anyway, this cost is close to zero. | |
| Staff time | Minutes at the desk × your hourly staff cost | |
| Supplies | Ball wear and anything else used per game | |
| Total per free game | Add the three rows |
The court-time row matters most. A free game on a quiet weeknight costs far less than one on a full Saturday morning. If you run a free-game promo, put it on hours that would otherwise sit empty.
Then give the free game a job. For example: "Free game after your first top-up." Now the free game rewards a player for committing, instead of only giving a game away.
Related: What a free game really costs your club
Should you offer a free game or prepaid credits?
Offer a free game when the goal is a first visit, and prepaid credits with a small bonus when the goal is a return visit. A free game gets someone through the door once. Credit left on a balance gives a player a reason to come back.
| Offer | Best for | What to measure |
|---|---|---|
| One free game | Getting a first-timer to try the club | How many first-timers play a second, paid game |
| Bonus credit on a top-up | Getting existing players to commit and return | How many players top up again |
| Free game after a first top-up | Turning a trial into a commitment | How many first top-ups lead to a second |
Before your next promo, finish this sentence: "After this offer, I want players to…" Pick the goal first. The offer comes second.
Related: Free game or prepaid credits: which should your club offer?
What should you decide before selling a prepaid package?
Decide three things before selling a prepaid package: when it expires, what happens when a player cannot use it, and whether your peak hours can handle every prepaid player. Players who learn the rules after paying feel cheated, even when the rules are fair.
- When does it expire? State the date at the moment of sale, not only in the fine print. Some countries regulate expiry dates on prepaid packages, so check your local rules.
- What happens if a player cannot use it? Decide on refunds, sharing with a friend, and credits for sessions the club cancels, such as a rained-out outdoor open play.
- Can your peak hours take everyone? If most prepaid players want the same evening slot, they will struggle to use what they paid for. Check your busiest night before you sell.
Also note how the money works. Cash from a prepaid package arrives today, but the games go out later. Until a player uses their credit, the club still owes them those games. Many accountants record unused prepaid credit as money owed rather than income, so ask yours how to record it where you operate.
Write your three answers on one page before you sell a single pack.
Related: 3 questions to answer before selling a prepaid package
How should staff explain a player's credit balance?
Every staff member should give the same balance, from the same record, in the same three parts: the balance, the last change, and what happens next. Credits are money a player has already paid, so two staff giving two different numbers makes the player wonder what else is wrong.
Keep one record per player, with every top-up, game and bonus dated. Keep paid credit and bonus credit as separate lines, because refund and expiry rules often treat them differently.
Example record (credits counted in games):
| Entry | Change | Balance |
|---|---|---|
| Top-up | +10 | 10 |
| Game | −1 | 9 |
| Game | −1 | 8 |
| Saturday, two games | −2 | 6 |
The three-part answer from that record:
- The balance. "You have six credits left."
- The last change. "You played two games on Saturday."
- What's next. "They're good until the end of March."
Test it: ask three staff members for one player's balance. If you get the same answer three times, your record and your process are working.
Related: How front desk staff should explain credit balances
How do you write offer rules players understand?
Write the offer as one sentence that says what the player does, what they get, and by when. Players who do not understand a rewards program are less satisfied with it, and they cannot pass it on to friends.
Airline loyalty programs show how common the problem is. In J.D. Power's 2019 Airline Loyalty Program Satisfaction Study of 3,188 US program members, 45% said they did not completely understand how to redeem rewards, and 43% did not fully understand how to earn them. Satisfaction was much higher among members who did understand. (J.D. Power, 2019)
A one-sentence rule for a club might read: "Top up 10 games, get 1 free, use them by March." What you do, what you get, by when.
Test it: ask three players to explain your offer back to you. If they cannot, shorten it before adding another perk. A rule players can repeat is one they can share with the friends they bring.
Related: Could a player explain your offer in one sentence?
What can loyalty cards teach pickleball clubs?
Loyalty cards show that players are more likely to finish a reward when they start with some progress already made. A club can use this by giving a small head start on a visit card, without changing how many paid visits the reward requires.
In a 2006 field study published in the Journal of Consumer Research, a car wash handed out two kinds of loyalty cards. One needed 8 stamps for a free wash. The other had 10 slots with the first 2 already stamped, so it also needed 8 paid washes. 19% of people finished the plain card, and 34% finished the card with the head start. (Nunes and Drèze, 2006)
A club version: a 10-visit card with the first 2 stamps given at sign-up, so the reward still takes 8 paid visits. Run it for a month and count how many cards get finished. The study took place at a car wash, not a pickleball club, so treat the result as an idea to test.
Related: What loyalty cards teach pickleball clubs
Worked example: one offer from goal to launch
Here is how the five steps fit together for one example offer.
| Step | Example answer |
|---|---|
| 1. Goal | Get regulars to commit to more visits this quarter |
| 2. Offer | Top up 10 games, get 1 free, use them by March |
| 3. Cost check | One free game per pack, at the court-time cost of the slots these players usually book |
| 4. Rules | Expiry stated at sale. Paid credit refundable under the club's policy. The bonus game is not. Cancelled club sessions are credited back. Peak night checked for capacity. |
| 5. Staff answer | Balance, last change, expiry date, from one dated record |
| 6. One sentence | "Top up 10 games, get 1 free, use them by March." |
| 7. What to measure | How many players top up again within the period |
The rules in row 4 are one possible set, not a recommendation. Each club sets its own, within local consumer rules.
How can repickleball help?
repickleball is a platform for running memberships, prepaid credits and rewards from one dashboard, alongside the booking tool a club already uses. Staff verify each payment before credit is added, paid credit and bonus credit are kept separate, and the owner approves every offer before players can join or top up. Take the 2-minute fit check.
For the player side of repeat play, read the companion guide: How to get pickleball players to come back.
Frequently asked questions
Are prepaid credits income for my club?
Not straight away. Cash from a prepaid package is games the club still owes until players use them. Ask your accountant how to record unused prepaid credit in your country.
Should prepaid credits expire?
There is no single rule. If credits expire, state the date at the moment of sale, and check your local consumer rules on expiry and refunds.
Is a free game better than a discount?
It depends on the goal. A free game suits a first visit. Bonus credit on a top-up suits getting existing players to return.
How big should a top-up bonus be?
There is no standard size. Work out what the bonus costs per pack, test it for a month, and measure how many players top up again.