The TMFC MemberS Guide to Requests, Scheduling, and CommunicatioN

How to Best Work & Communicate With Tim Morehouse Fencing Club

At Tim Morehouse Fencing Club (TMFC), our goal is to provide:

1. An outstanding training experience for every fencer and family.

2. An exceptional customer service & be a resource for your journey into the sport of fencing.

To do that consistently across a large and busy club, clear communication and shared expectations are essential.

The guidelines below explain how to work with us most effectively, why certain policies are in place, and how they ultimately help you, your fencer, our coaches and our staff to work effectively together.

Official Communication with TMFC needs to be: in writing
(& why this Matters)

At TMFC, any request that needs to be official must be in writing—either through your member account or by email.

While there are many convenient self-service options for scheduling and cancellations, verbal communication alone can easily lead to misunderstandings. For example, a parent may mention to a coach that they’ll be away next week while the coach is focused on training. In those situations, the message may not be remembered or recorded, and the session would still be charged if the fencer does not attend.

Coaches always appreciate being informed when a student will be out or away—but letting a coach know does not replace officially canceling. To ensure everything is properly documented, you must:

• Cancel the session in your member account or

• Email our staff at info@timmorehousefencing.com

Reminder: All cancellations do need to be more than 24-hours in advance or else you will still be charged for the session
(we will get back to this topic later)

Having requests in writing protects everyone and ensures there is a clear record if something is missed. Saying that you told a staff member verbally is not sufficient for missed sessions or cancellation exceptions. Please do not do this to our

This includes:

• Cancellations

• Schedule changes

• Billing questions

• Requests or follow-ups

• Refunds

• Pricing on services

Why this matters:

• It creates a clear record so nothing is missed

• It allows our team to take accurate, timely action

• It ensures fairness and consistency for all members

Telling a coach or staff member in passing that you’ll be out of town does not count as a cancellation. If it’s not in writing, it isn’t official.

RESPECT

At TMFC, we expect our staff to always be respectful, professional, and supportive of our members. At the same time, during classes our staff’s top priority is the safety, supervision, and well-being of our students. This includes helping younger fencers get ready, responding to minor injuries like bloody noses, assisting with forgotten or lost equipment, and supporting coaches with the setup and cleanup of activities. As a result, our staff is often very busy while classes are in session.

Because training sessions are active and fast-paced, it can be difficult for staff to have longer or detailed conversations during class time. For this reason, we kindly ask that refund requests, billing questions, or other concerns be submitted in writing. This allows our team to review the details carefully and provide you with the most accurate and thoughtful response.

We are committed to treating every member with respect, and we ask that our staff be treated with the same courtesy.

If an issue arises and we are unable to address it fully in the moment, please know that we will always follow up—especially when requests are communicated in writing. Clear communication helps ensure your concern receives the attention it deserves.

Your TMFC Account = Your Best Resource

Your TMFC account is the fastest and most reliable place to:

• View purchases and billing

• Check your schedule

• Cancel sessions (with proper notice)

• Update payment or contact information

Whenever possible, we strongly encourage members to use their account first before reaching out. It gives you immediate access and helps our staff focus on higher-level support when needed.

Key Policies (and How They Help Everyone)

1. 24-Hour Cancellation Policy

All cancellations must be made at least 24 hours in advance through your account or in writing.

This policy:

• Allows coaches to plan their day effectively

• Keeps schedules fair and predictable

• Helps us deliver consistent, high-quality instruction

2. Requests & Questions by Email (Not Phone Calls)

We ask members to email questions instead of calling whenever possible.

Why?

• Email allows us to research your account and give you accurate, complete answers

• It creates a written record of the request

• It helps our team respond efficiently and consistently

We do our best to respond within 24 hours during business days.

If a phone call is needed, we are happy to schedule one after reviewing your email request.

Great Customer Service & Great Training Go Hand in Hand

Our policies aren’t about being rigid—they’re about protecting the quality of your experience.

• We want coaches focused on coaching, teaching, and developing athletes

• We want our admin team focused on clear, accurate support

• We want you to get timely answers and smooth service

Clear communication allows every part of TMFC to operate at a high level.

When You Email Us, Please Include:

To help us assist you as quickly as possible, always include:

• Club location

• Student name

• Specific class or private lesson

• Relevant dates

This ensures we can take action immediately without follow-up questions.

We’re Here to Help

We truly value our TMFC members and want your experience—both on and off the strip—to be a great one. Clear communication helps us support your fencer, our coaches, and our community at the highest level.

If you have a question or need assistance, please reach out to:
info@timmorehousefencing.com

Thank you for being part of TMFC and for helping us maintain a professional, efficient, and athlete-focused environment.

We value our TMFC members greatly and want you to have the best possible experience.
To make things easy and efficient, we created the TMFC Member Hub, where you can quickly:

• Access your account information

• Schedule or cancel sessions

• Find important club policies and updates

If you can’t find what you’re looking for, please email us at info@timmorehousefencing.com and our team will be happy to help.

A Few Important Notes

• All official requests must be in writing. This ensures there is a clear record and nothing gets missed.

  • Letting a staff member know you’ll be out of town does not count as a cancellation.

• When emailing us, please always include:

  • Club location

  • Student name

  • Specific class or private lesson

  • Relevant dates

Including this information allows us to take action quickly and accurately.

Thank you for helping us keep communication clear and efficient—we truly appreciate being part of your fencing journey at TMFC.