Pictona Policies

Cancellation & Refund Policy

We recognize that there are times when life events require a change in reservations or commitments. When possible we will seek to help you postpone and reschedule an activity rather than cancel. When you must cancel our policies are described here. In most cases, Pictona gives refunds by crediting your account when you give us sufficient notice.

Membership

• Annual Memberships: Players may cancel within the first 30 days and receive a refund less 20% of the annual fee.
• Monthly Auto-Renew: This is a one-year commitment through monthly installments. Players may cancel within the first 15 days and receive a refund less 20% of the annual fee. May be cancelled for the next year with 48 hours' notice before the renew period begins.
• Membership Pause: Annual and auto-renew members who incur an illness, injury, or other extenuating circumstances preventing use for one month or more may request to have their membership paused. Requests must be submitted to and approved by Pictona's management.
• Monthly On-Demand: Cannot be paused or cancelled.

Day Passes

• No refunds for day passes
• Unused day passes can be applied to a future date

Court Reservations

• 24+ hours notice: Full refund
• Less than 24 hours: No refund
• Late by 10 minutes: Reservation cancelled, court available for open play, no refund
• No shows: No refund
• Play Pictona (8+ players): Full refund with 48 hours' notice, no refund with less than 48 hours
• Special Events: Full refund with 7-day cancellation notice, no refund with less than 7 days
• Rain cancellations: Refunds issued to original payment method

Tournaments Owned by Pictona

• 7+ days before tournament: Full refund less $25 administration fee
• Less than 7 days: No refund
• Withdrawing from specific events: Refund for withdrawn events without administration fee if remaining in other events
• Registration transfers: Available anytime before 7 days with $10 transfer fee
• Weather cancellation: No refund; Pictona will attempt to play full or modified tournament
• Pictona-caused cancellation: Full refund if cancelled for reasons within Pictona's control

Courses, Classes, Clinics

• 24+ hours notice: Full refund less 10% administrative fee
• Less than 24 hours: No refund
• No shows: No refund

Camp Pictona (Adult Camps)

• 30+ days before camp: 90% refund
• 14-30 days before camp: 75% refund
• Less than 14 days: No cash refund
• 100% credit option: Available for cancellations with at least 14 days notice (1 year expiration, no cash refund once credit is chosen)
• Refunds take up to 10 days to credit to your account

Private Lessons

• 24+ hours notice: Full refund (instructor must be notified directly)
• Less than 24 hours: No refund
• No shows: No refund

Pictona Organized Pickleball (POP!)

• 24+ hours notice: Full refund
• Less than 24 hours: No refund
• Weather/Pictona cancellation: Full refund up to session start; no refund once session begins
• No shows: No refund
• POP credits: Re-credited if cancelled 24+ hours in advance; forfeited if less than 24 hours

Other Events

Events contracted by Pictona's Event Manager may have a cancellation policy in the Agreement which supersedes the policy stated here. If no cancellation policy is stated, contracted events may be cancelled at any time, less any advance deposit. Deposits for postponed/rescheduled events within one year are applied to future event; otherwise retained by Pictona.

Privacy Policy

Thank you for visiting the Pictona at Holly Hill website. This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from https://Pictona.org ("the Site"). We are committed to protecting your personal information and we may make changes to our policy so please check back periodically.

Personal Information We Collect

When you visit the Site and make a purchase or sign up for memberships, we collect certain information from you, including your name, billing address, payment information (including credit card numbers), email address, and phone number. This information is referred to as "Order Information." Additionally, we collect personal information if you sign up to receive our newsletter.

How We Use Your Information

We use the collected information to manage your membership and fulfill any orders placed through the Site. This includes processing your payment information, arranging shipping, and providing you with invoices and order confirmations.

Sharing Your Personal Information

We share your personal information with third parties only to accomplish the tasks mentioned above. For example, we use Authorize.net to power our membership management program. Additionally, we may share your personal information to comply with applicable laws and regulations, respond to lawful requests for information, or protect our rights.

Data Retention

When you place a membership order through the Site, we retain your order information to maintain up-to-date membership records, allowing your use of the Pictona at Holly Hill facility.

Return/Exchange & Refund Policy

1. Returns (within 30 days): Unopened items in the original packaging can be returned within 30 days of purchase with a receipt or proof of purchase. A refund will be applied to your original method of payment, but you'll be responsible for original freight shipping and handling charges, as well as return freight unless the item is deemed defective or damaged by Pictona.
2. Exchanges (within 30 days): You can exchange any item in the original packaging or with all tags within 30 days of purchase. You are responsible for shipping to Pictona and return shipping to you. For defective items returned and verified by Pictona, you will be reimbursed for the return standard shipping cost, and Pictona will pay for shipping you a replacement item. Upon receipt of the returned product, we will notify you via email regarding a replacement due to defect or damage.
3. Return Address: Returned items should be sent to Pictona, 1060 Ridgewood Ave., Holly Hill, FL 32117

Weather & Lightning Policy

Lightning Safety

Florida has the highest number of lightning strikes among all states. When lightning is detected within 10 miles of Pictona, everyone must immediately seek shelter in the AdventHealth Covered Courts, MetroHealth Stadium, The Kitchen, or the FHCP Activity Center.

• An announcement will be made on the PA system when courts need to be cleared
• Wait for an all-clear announcement before returning outside
• NOAA advises waiting 30 minutes after the last lightning flash within the 10-mile zone
• Play may continue under the covered courts (Lightning Protection System installed on AdventHealth Covered Courts and MetroHealth Stadium)

Rain Policy

Play should stop immediately on the outside courts when it rains.

Covered Court Adjustments During Inclement Weather

In the event of inclement weather rendering the outside courts unplayable, Pictona's 13 covered courts may also be affected. When outside courts are unplayable due to weather:

• Private Instruction/PB-101: No new private instruction or PB-101 classes can start
• Pictona Camps & Classes: Will be held rain or shine; moved to covered courts if necessary
• Scheduled Skill Level Play: All assigned skill level play courts convert to Open Play
• Challenge Courts: May be discontinued and converted to Open Play
• Group Reservations: May be cancelled at management's discretion
• Events/Tournaments: Cancellation policies defined in organization's contract agreement

Rotating In Players On The Covered Courts

It's important to ensure fair play and proper court utilization on Pictona Open Play courts.

Court Utilization Policy

• Use the Paddle Rack to wait your turn when the Skill Level Open Play courts are all being used
• Play one game to 11, win by two, then return to the paddle rack
• Insert paddles in the rack left to right
• A clip is used to indicate the next 4 paddles to play when a court becomes available
• If less than 4 paddles are next up, a player should announce the number of players needed to complete the group of 4
• Groups with under 4 paddles are not to be skipped even if more than one court is open in skill-designated courts
• Play will discontinue until players volunteer to complete the group
• Players with paddles in the rack are given the first choice to volunteer based on their order in the rack
• When a second court is vacant and a foursome finishes a game, they cannot move to the vacant court or stay on the one they just vacated if one or more paddles are in the rack
• Instead, one or more of the players must join the group of 3 or less waiting to play
• No skipping of players in the paddle rack

Emergency and Dispute Protocol

If you encounter any emergencies or disputes, please contact the Manager On Duty immediately.

Drilling & Ball Machine Policy

General Court Usage

All players have equal access to the courts on a first-come, first-served basis, except during designated reservation times, programmed play, and special events. In Pictona's hierarchy of court utilization, doubles play takes priority over singles play and drilling.

Drilling and Ball Machine Usage

Courts 21, 22, and 31-44

• Players are permitted to use these courts for drilling without a reservation, provided they are not already reserved, being used for POP! events, and no paddles are in the Next-Up queue
• Personal ball machines are permitted on these courts for drilling purposes
• While not required, players are encouraged to reserve courts for drilling activities
• Courts can be reserved online or by contacting the Welcome Desk at 386-310-7067

Covered Courts 1-3

• Can only be used for drilling purposes when the court is reserved by a player
• The only covered courts that personal ball machines may be used on
• Available for reservation during:
  • Monday to Friday: 12:00 PM to 5:00 PM
  • Saturday and Sunday: 12:00 PM to 7:00 PM

Special Considerations

• The club may schedule POP! events or special activities that could restrict access to certain courts
• A 14-day calendar of court reservations can be viewed online
• Any misuse or violation of these court usage policies may result in temporary or permanent suspension of court privileges

Enforcement

• Pictona staff and designated personnel have the authority to enforce this policy
• Players are expected to adhere to these guidelines to ensure fair and equitable court usage for all

Review and Amendments

This policy is subject to review and may be amended as needed by Pictona management. Any updates or changes will be communicated on the club's website at https://pictona.org/policies/drilling-ball-machine-policy/

Pet & Dog Policy

Updated: 08/14/25

Service Animals Only – Sec. 10-38 & 10-45, Holly Hill City Code & Florida Statute § 413.08

Per the City of Holly Hill ordinance, Sec. 10-45, pets are not allowed inside the Pictona facility at any time, except for law enforcement dogs, service dogs and dog guides. Pictona allows Emotional Support Animals (ESAs) with restrictions outlined in this policy.

Purpose

Pictona welcomes guests with disabilities who use service dogs as defined by the Americans with Disabilities Act (ADA) and Florida Statute § 413.08. This policy ensures accessibility while maintaining a safe, comfortable environment for all guests.

Definitions

• Service Dog: A dog individually trained to do work or perform tasks for a person with a disability
• Handler: The individual responsible for controlling and caring for the service dog
• Designated Responsible Person: An individual chosen by the handler to assist in controlling the service dog when needed
• Emergency Medical Service (EMS) Dog: A specially trained dog that assists individuals during medical emergencies by performing tasks such as retrieving medication, alerting others to a medical crisis, calling for help via specialized devices, or providing physical stability during or after a medical episode
• Emotional Support Animal (ESA): An animal that provides comfort and companionship but is not trained to perform specific tasks for an individual with a disability. ESAs do not qualify as service animals under the ADA and do not have the same public access rights

Control Requirements

In accordance with Sec. 10-38 of the Holly Hill City Code, the owner or custodian of any animal must keep the animal under restraint and control at all times while on Pictona's property.

• Service dogs and ESA dogs must be harnessed, leashed, or tethered at all times
• The leash must be held by the handler or a designated responsible person and under their direct supervision at all times
• Exception: If these devices interfere with the service dog's work, or if the handler's disability prevents use, the handler must maintain effective control through voice, signal, or other commands

Behavior Standards

ALL Dogs must:

• Be housebroken
• Not show aggression toward people or animals
• Not bark, growl, lunge, or behave disruptively (unless such behavior is part of their trained work)

Access Rights

• Service dogs and EMS dogs: Welcome in all indoor and outdoor areas of Pictona where the public is permitted
• Emotional Support Animals: Not permitted inside the facility under Sec. 10-45 of the Holly Hill City Code, with the limited exception of direct, uninterrupted passage through the building to access the outdoor courts. During such passage, animals must remain leashed and under control at all times and may not stop or linger indoors

Emergency Medical Service (EMS) Dogs

EMS dogs, trained to assist in emergency medical situations, are recognized as service animals under the ADA and Florida Statute § 413.08. These dogs are welcome in all areas of Pictona where the public is permitted. Guests and staff should not pet, feed, or otherwise distract EMS dogs while they are working. EMS dogs must be under the control of their handler or designated responsible person at all times, except when performing emergency tasks that require temporary independence.

Removal Criteria

An animal may be removed if:

• The animal is not on a leash and leash held in the handler hand or designated person's hand
• The animal is not housebroken (one or more incidents involving the dog urinating or defecating)
• The animal poses a direct threat to the health or safety of others

If removed, the handler may remain at Pictona without the animal.

Misrepresentation Penalty

Knowingly misrepresenting an animal as a service animal is a second-degree misdemeanor in the State of Florida under § 413.08(9), punishable by a fine and/or community service.

Vehicle Pet Safety Statement

For the welfare of pets and to comply with Florida law (Florida Stat. § 768.139), which allows intervention when an animal is in imminent danger, Pictona discourages leaving any animal unattended in a vehicle. Determinations of whether an animal is in danger initially will be made by Pictona employees. The employee will make an attempt to find the pet's owner and to determine whether to call 911, if the owner is not available. Final determination will be made solely by law enforcement or other officials authorized under the statute. Pictona staff are not responsible for making such final determinations but will promptly notify the appropriate authorities if they observe circumstances that may place an animal at risk.

This policy aligns with the ADA, Sec. 10-38 and 10-45 of the Holly Hill City Code, and Florida Statute § 413.08.