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Code of conduct

Last updated 9 November 2026.

Every Rails game is a promise between two members and a court we have paid for. This code is part of the Terms of membership, and it applies on court, at the venue, at Rails events and in every message you send another member.

Turn up

  • Your opponent has kept the time for you. Cancel at least 24 hours ahead whenever you can; a late cancel uses a game credit.
  • Arrive in time to start at the game's time. Fifteen minutes after the start, an opponent who hasn't arrived can report a no-show, which costs the absent member a credit.
  • Running late? Tell your opponent from the game in the app: 5, 10 or 15 minutes. It's a message, not a penalty.

Play fair

  • Call your own lets, strokes and down balls honestly.
  • Log the real score, and give an honest fit rating.
  • Play at your real level. Don't sandbag your rating or your placement games.

Respect your opponent

  • Rails is a professional network. Keep it courteous on court and off.
  • No harassment, discrimination, threats or abuse, of any kind and towards anyone.
  • No selling and no unsolicited pitches. Talk shop if your opponent wants to.
  • Keep what you learn about other members private. Don't share their details, scores or photos without their permission.

Guests and clients

You are responsible for any guest you bring, and they play by this code too. At a hosted client game, the firm player is the host.

Look after the venues

  • Venues are our partners, and their desk is the person to see on the day. Follow each club's rules.
  • Check in under "Rails", start on time and leave the court on time, as you found it.

Safety

  • We recommend eye protection for everyone, in every game.
  • Warm up, and stop the rally whenever there is any risk of hitting your opponent.
  • If someone is hurt, stop play, get help from the venue's desk, and report it from the game in the app.

Juniors

Junior sessions aren't offered yet. Their safeguarding rules will be published here before they open.

Reporting a problem

Report a problem from the game in the Rails app, from its start until 72 hours after, or write to us through Contact. A report goes to the Rails team, never to your opponent. For a no-show, the other member can give their side within 48 hours. We read every report and reply within two working days.

What happens next

The Rails team looks at what happened, hears from both members where it can, and decides. Depending on what happened, the outcome can be:

  • a reversed penalty, if a report turns out to be wrong;
  • a warning;
  • a pause of the membership;
  • the end of the membership.

For violence, threats or harassment, we can end a membership at once. We tell you our decision and the reason. If you disagree, reply within 14 days, and someone who didn't make the decision reviews it.