1. Use of Facilities #
1.1 Safety #
- You are responsible for your own safety; please be aware of your surroundings at all times.
- Make sure there are no people or objects close to you when you take a golf swing. Only take golf swings in designated areas (on the stance mat and hitting mat).
- Always pay attention when others are taking a golf swing. Never try to walk around or close to a golfer taking a swing; always wait until their swing is completed.
- When entering a room, always knock on the door first and look through the window to make sure no golfer is taking a golf swing.
It is your responsibility to be aware of and pay attention to your surroundings. Although we endeavour to make the studio as safe as possible by adding cushioning to areas likely to be hit by golf balls, there is always a risk of ricochet and a golf ball heading towards you. We take no responsibility whatsoever for any injuries that occur within the studio.
1.2 Studio Access / Access Control #
- When you make a booking, you will automatically be granted access to the studio through the Shots Factory app, at which time the studio may or may not be staffed. We trust you to be responsible and sensible when using the studio during unstaffed hours. Only use the studio for its intended purpose and never place yourself, others, or the studio's equipment and property in danger.
- Please do not allow anyone into the studio whom you do not personally know or have invited. If any theft or damage occurs to the studio that is caused by someone you allowed in, we will hold you liable for any and all damages or loss.
- When you leave the studio, you must ensure that the door is properly closed and locked. If you notice any issues with the door locking or staying unlocked, please contact a staff member immediately.
- Never share your Shots Factory App login details with anyone, including family members. Each person MUST use their own account to make bookings and for studio access. Anyone found to be sharing the same Shots Factory App account will be suspended from bookings for 14 days on 1st offence, and 30 days on 2nd offence.
1.3 Keeping the Studio Clean and Tidy #
- You are responsible for tidying up the simulator bay after your session.
- Please pick up all golf balls and place them back in the tray.
- Please put all trash into the trash bin. Any food or drinks that still have liquids in the container, please dispose of outside the studio.
- Unless there is someone coming to use the bay immediately after your session, please turn off the computer, projector, air conditioner, and lights when you are finished.
- If the studio is left in a poor and untidy state, on first offence, a warning will be given. On second and subsequent offences, a HKD 200 cleaning fee will be charged per instance. Anyone found to be repeatedly leaving the studio in a poor state and repeatedly ignoring warnings and reminders will have their access revoked, remaining allowance forfeited, and no refunds will be given.
1.4 Unsanctioned Coaching Activities #
- We do not allow external coaches to coach at our facilities. Any external coaches wishing to coach at our facilities must obtain written consent from management.
- From time to time, friends and family may want to give a swing tip here and there, and that's normal. But if at any point that starts to look like a coaching session, that's where the line is drawn, and we will politely ask for that activity to stop.
- Anyone found to be bringing in external coaches, and anyone found to be using the facilities to give golf lessons, will be warned on 1st offence, and suspended from booking for 30 days on 2nd offence.
2. Bookings, Changes, Cancellations, Early Attendance, and Playing Beyond Your Booked Time #
2.1 Simulator Bookings #
- Bookings can be made up to 7 days in advance.
- Changes and cancellations must be made at least 3 hours in advance; otherwise the booking is forfeited and allowance will be deducted.
Example 1 — Late Cancellation: You have a booking on May 1 at 5:00 PM for 3 hours. At 2:30 PM on May 1 you decide to cancel the booking. As this is a late cancellation, the session is forfeited and 3 hours will be deducted from your allowance.
Example 2 — Late Change: You have a booking on May 1 at 5:00 PM for 3 hours. You show up 1 hour late at 6:00 PM and practice for 3 hours until 9:00 PM. As this is a late change, you will be charged for 5:00 PM–9:00 PM, and 4 hours will be deducted from your allowance.
- If you show up early for your session and a bay is available, you will be charged accordingly for the additional time you use. The same applies for time used beyond your booked session.
Example 3: You have a booking on May 1 at 5:00 PM for 1 hour. You arrive at 4:30 PM and start 30 minutes early, and practice until 6:30 PM. You will be charged from 4:30 PM to 6:30 PM, and 2 hours will be deducted from your allowance.
- If you wish to play beyond your original booking end time, please make sure to book the additional time in the system. In the event that you forget, please inform a staff member so we can assist you.
Anyone found to be using the simulator bay without a booking, and without informing a staff member, regardless of whether the TrackMan system is turned on or not, on first instance will be given a warning. On subsequent instances, they will be charged double allowance for the time used but not booked in. Anyone found to be repeatedly using the simulator bay without a booking will have their access revoked, remaining allowance forfeited, and no refunds will be given.
2.2 Lessons #
- Lessons can be scheduled up to 1 month in advance.
- Changes and cancellations must be made at least 24 hours in advance; otherwise the lesson is forfeited and allowance will be deducted.
- It is your responsibility to arrive on time for your lesson. If you arrive late and there is a booking immediately after yours, and your lesson is cut short, there will be no make-up of lesson time, and allowance for the booked lesson will be deducted.
2.3 Visitor Bookings #
- Visitors are asked to book at least 1 day in advance. Same-day bookings are not guaranteed. We do not take walk-ins.
- To confirm a visitor booking, full payment must be made in advance via PayMe or FPS.
- The visitor cancellation and changes policy is the same as above under the "Simulator Bookings" section. Your entire session is forfeited if you cancel late, change late, or no-show. No refunds will be given.
3. Annual Plan and Pass Expiration, Extension, Junior Discounts, Package Sharing, Carry-over, and Refund Policy #
3.1 Expiration #
- All simulator and lesson Passes have expiration dates. All expiration dates are strictly enforced unless a legitimate medical or compassionate reason is given with proof.
- Annual Plans are annual by nature, and as such, all unused allowances are forfeited at the end of the Annual Plan. There are no extensions on Annual Plans. Unused allowance from an Annual Plan can only be preserved by being carried over into a new Pass or Plan — see Section 3.5 on Allowance Carry-over.
It is the Member's responsibility to be aware of, and to keep track of the expiration date of your Plan or Pass. Shots Factory staff are not obligated to send you reminders. You can check the expiry date of your Plan or Pass inside the Shots Factory App, by navigating to the Menu > Pass/Plan section. You can also check your Allowance balance by navigating to the Menu > Allowance section.
3.2 Pass Extension #
- Passes can be extended at a standard rate of HKD 500 per month, up to a cumulative maximum of 12 months from the original expiration date. Extensions can be purchased in multiple separate transactions over time — you do not have to decide the full extension length upfront.
- Extend more, save more. When you extend by several months in a single transaction, a bulk discount applies to that transaction:
- Extend 3 to 5 months — 10% off
- Extend 6 to 11 months — 20% off
- Extend 12 months — 25% off
- The bulk discount applies per transaction, based on the number of months purchased in that single transaction. It is not cumulative across separate extension purchases. For example, buying 1 month and later buying another 1 month does not combine into a discounted tier.
- Both the 12-month cap and each extension are measured from the original expiration date. An extension purchased after the Pass has already expired is backdated to start from the original expiration date — so the longer you wait, the less usable time an extension provides. For example, if you extend 8 months after the original expiration, you can only extend into the remaining 4 months of the 12-month window.
- Annual Plans cannot be extended. Unused allowance from an Annual Plan can only be preserved by being carried over into a new Pass or Plan — see Section 3.5 on Allowance Carry-over.
- Once the 12-month extension cap is reached, no further extensions will be granted. To preserve any remaining unused allowance, you must purchase a new Pass or Plan and carry the allowance over — see Section 3.5.
- Beyond the 12-month cap, no further extensions will be granted, except in cases of legitimate medical or compassionate reasons with proof.
Example 4: On Jan 1 you purchase a 20 Hours Simulator Pass with an expiration date of July 1. On June 15 you decide to extend by 2 months. As this is under 3 months, the standard rate applies: 2 × HKD 500 = HKD 1,000, bringing the expiration date to Sept 1.
Example 5: Continuing from Example 4: on Aug 15 you decide to extend by another 4 months in one transaction. As this is in the 3-to-5 month tier, 10% off applies: 4 × HKD 500 = HKD 2,000, less 10% = HKD 1,800, bringing the expiration to Jan 1. You have now used 6 of your 12 available extension months, and can extend by up to 6 more in the future — but never beyond July 1 of the following year (12 months from the original July 1 expiration).
Example 6: A member with a Pass expiring March 1 decides upfront to extend the full 12 months in a single transaction. The 12-month tier applies 25% off: 12 × HKD 500 = HKD 6,000, less 25% = HKD 4,500, bringing the expiration to March 1 of the following year.
Example 7: By the time you have extended your Pass to its 12-month cap, you still have 4 hours of unused allowance. To preserve them, you purchase a new 10 Hour Simulator Pass. Your 4 hours of unused allowance are carried over into the new Pass and adopt the new Pass's expiration date (see Section 3.5).
3.3 Junior Discounts #
- Junior discounts are offered on all Annual Plans and Passes, as well as Visitor rates for Simulator and Lesson bookings.
- Junior discounts are offered to anyone under the age of 18. On the day of their 18th birthday, the junior discount will no longer be applicable.
Example 8: A junior turns 18 on Nov 1. On Oct 31, the junior decides to purchase a 10 Hour Lesson Pass. The junior discount is applied and the package is charged at HKD 11,700.
Example 9: A junior turns 18 on Nov 1. On Nov 1, the junior decides to purchase a 10 Hour Lesson Pass. No junior discount will be given.
Example 10: A junior holds an Annual Plan and turns 18 during its validity period. Any allowance top-ups purchased after their 18th birthday will no longer qualify for the junior discount, even though the Annual Plan itself was started while they were still a junior.
- If an Annual Plan or Pass is shared between a junior and another individual who is 18 or above, no junior discount will be given. This includes family-shared packages: when a parent shares a Pass or Plan with their under-18 children, the package does not qualify for the junior discount, as it is shared with a parent aged 18 or above.
- Junior discounts cannot be combined with any other promotions or discounts.
3.4 Annual Plan and Pass Sharing #
- Annual Plans and Passes can be shared through a Sharing Team. A Team consists of the original purchaser plus up to 3 additional members, for a maximum of 4 people total. All Team members have equal rights to make bookings against the Team's allowance.
- Sharing fee: HKD 500 per non-anchor member of a Team. The "anchor" is the member who makes the purchase; each additional member pays HKD 500 to join. The fee is per person, per Team — it is paid once when a Team is formed. Subsequent Passes or Plans purchased by the same Team incur no additional sharing fee. Forming a new Team (any Team with a different set of members) is a new formation, and each non-anchor member of that new Team pays HKD 500, even if they have been on another Team before.
Example 11: Customer A purchases a 50 Hour Simulator Pass and forms a Team with B and C. The Team pays a HKD 1,000 sharing fee (HKD 500 × 2 non-anchor members). Six months later, A, B, and C purchase a 20 Hour Simulator Pass together — as the same Team, no additional sharing fee is charged.
- Adding members to a Pass: A member can be added to a Pass Team at any time, for the HKD 500 sharing fee. There is no time limit on adding members to a Pass.
Example 12: A holds a 50 Hour Simulator Pass with hours remaining. Several months in, A wants to share with a friend, B. B can be added to the Team at any time for a HKD 500 sharing fee, and may then book against the remaining allowance.
- Adding members to an Annual Plan: Members can only be added to an Annual Plan Team within 1 month from the date the Annual Plan starts. After 1 month, the Annual Plan is permanently closed to new members. To share with a new person after this window, you must form a new Team and purchase a separate new Plan for that Team — the new Team pays HKD 500 per non-anchor member. Your existing Annual Plan is unaffected and continues separately.
Example 13: A, B, and C share an Annual Plan formed in January. In May, they want to add D. Because more than 1 month has passed since the Annual Plan started, D cannot be added to the existing Plan. To share with D, the group forms a new Team and purchases a separate new Plan together; the new Team pays the applicable sharing fees (HKD 500 per non-anchor member). The original Annual Plan continues unchanged alongside the new one.
- Replacing a Team member: Team members cannot be swapped in and out. For a Pass, a departing member is removed from the Team and a new member can be added at any time for the HKD 500 sharing fee. For an Annual Plan, no new member can be added after the 1-month window — sharing with a new person requires forming a new Team with a new Plan, as above. Departing members are removed from the Team record.
- Family exception: Direct family members are not charged the sharing fee. "Direct family" means a parent or parents and their children under the age of 18 (in Hong Kong), up to the maximum of 4 people per Team. No other relatives qualify — this does not extend to grandparents, adult children (18 or above), siblings as their own group, cousins, or other extended family. A child's age is assessed at the time they join the Team: if they are under 18 when added, they remain on the Team with no sharing fee, and turning 18 later does not trigger a fee. Each family member must still have their own Shots Factory App account for booking and studio access.
- Shots Factory is not responsible for managing how a Team uses its shared allowance. Resolution of internal disputes among Team members is the sole responsibility of the Team's members.
- Never share your Shots Factory App login details with anyone, including family members. Each person MUST use their own account to make bookings and for studio access. Anyone found to be sharing the same Shots Factory App account will be suspended from bookings for 14 days on 1st offence, and 30 days on 2nd offence.
3.5 Allowance Carry-over #
- Unused allowance from an expiring Pass or Annual Plan can be carried over into a newly purchased Pass or Plan, as follows:
- Simulator allowance can be carried over into a new Simulator Pass or a new Annual Plan.
- Lesson allowance can be carried over into a new Lesson Pass or a new Annual Plan.
- Annual Plans can carry over both Simulator and Lesson allowance.
- Allowance cannot be carried across categories. For example, a Lesson Pass cannot carry over Simulator allowance, and vice versa.
- Carry-over is requested at the time you purchase the new Pass or Plan.
- When carrying over allowance, the new Pass or Plan is backdated to start on the original expiration date of the previous Pass or Plan. Its validity period therefore runs from that original expiration date, not from the date of purchase. Any carried-over allowance, together with the newly purchased allowance, adopts this backdated expiration date.
Example 14: Your 20 Hour Simulator Pass expires on Jan 1 with 6 hours unused. On April 1 you purchase a new 50 Hour Simulator Pass to carry over those 6 hours. The new Pass is backdated to start on Jan 1, so its 12-month validity runs from Jan 1 to Jan 1 the following year. Returning on April 1, you have 9 months remaining to use your 50 new hours plus the 6 carried-over hours (56 total).
Example 15: The longer you wait after expiration, the less validity remains on the backdated Pass. If too much time has passed, a shorter Pass may have little or no validity left once backdated — so a longer Pass is needed to make carry-over worthwhile.
3.6 Refund / Cancellation Policy #
- When you purchase a package, you are committing to a set amount of hours of lessons and/or simulator bookings within a limited time frame, in order to enjoy discounted hourly rates. As such, any package you purchase that has been used will not be refundable.
- A package may qualify for a partial refund only if (1) the package has not been used, and (2) the refund is requested within 1 month of the date of purchase. In that case, up to 85% of the total paid may be refunded, to account for administrative expenses and commissions paid.
- In certain situations such as a medical condition, serious injury, pregnancy, or relocation out of Hong Kong, we may consider allowing a partial refund or transfer of Allowance to someone else, on a case-by-case basis, regardless of the standard 1-month refund window. In these cases, the refund is calculated pro-rata: only the unused allowance is refundable, valued at the per-hour rate of the original package, and the refund is 85% of that remaining value. Used allowance is not refundable. For an Allowance transfer, all Allowance must be transferred to the same individual.
- Your package is purchased with Shots Factory, and not with an individual Golf Instructor. In the event your Golf Instructor departs Shots Factory, other Golf Instructors will be made available to you. This does not entitle you to a refund, whether partial or in full.
- Pass extensions, once purchased, are non-refundable.
- Sharing fees, once paid, are non-refundable.