Terms, conditions and policies
1. LESSON DEFINITIONS
1.1 Cancelled Lesson
A cancelled lesson is any scheduled lesson the student does not attend, regardless of the reason.
1.2 No-Show
A no-show is a cancelled lesson with no notice provided before the lesson start time.
1.3 Late Notice Cancellation
A late notice cancellation is any cancellation made less than 24 hours before the lesson start time.
1.4 Valid Cancellation
A valid cancellation is a cancellation made through the student portal (My Music Staff) more than 24 hours before the lesson start time.
Important:
Traffic, running late, forgetting the lesson, or miscommunication are not valid reasons for a makeup credit.
If you are unwell, you must attend via Zoom (not cancel) to retain your lesson.
2. SOCIAL CONDUCT
2.1 PICK UP AND DROP OFF
Students under 18 must be dropped off and picked up in the waiting space.
As we are located in an industrial area with occasionally heavy traffic, please ensure students are supervised promptly before and after lessons.
Elevate Singing Studio is not responsible for students outside of their scheduled lesson time.
2.2 BEHAVIOUR & WAITING AREA
Respectful behaviour is expected from all students, parents, and visitors.
Anyone waiting in the studio must remain quiet and orderly to ensure lessons run effectively and without distraction.
Disruptive behaviour may result in being asked to wait outside or, in serious cases, lessons being discontinued.
3. SOLO LESSON CANCELLATION & MAKEUP POLICY
3.1 Cancellation Requirements
Minimum 24 hours’ notice is required for a makeup credit.
No makeup credit is issued for:
late cancellations (<24 hrs)
No-shows
lessons missed due to traffic, mix-ups, or personal commitments
cancellations made outside the student portal
3.2 Make-up Credits
30-min students may hold up to 2 credits at a time.
60-min students may hold up to 2 credits at a time.
If you cancel a lesson while at your credit limit, no additional credit will be issued.
Make-up credits expire at the end of each school holiday period.
Make-up lessons booked using a credit follow the same 24-hour cancellation rules as regular lessons.
3.3 How to Cancel
Cancellations must be submitted via My Music Staff.
Please see our My Music Staff Walkthrough for more details on cancelling lessons (a copy will be available in the studio for your convenience).
Cancellations via email, text, or phone are not accepted.
3.4 Illness
If you are sick, you must attend via Zoom to protect immuno-compromised clients and staff.
Zoom attendance is counted as an attended lesson.
4. GROUP LESSONS
Group lessons cannot be rescheduled or credited.
If you cannot attend in person, you may join the session via Zoom.
Lessons not attended (either in person or on Zoom) are forfeited.
5. COACH ABSENCE
Our coaches are active musicians who sometimes perform or take part in professional opportunities outside of the studio. When your regular coach is unavailable, we’ll arrange for another Elevate coach to take your lesson.
All Elevate coaches are trained under the same teaching model, so your learning will always stay consistent and high-quality. Each coach also brings their own strengths and experience, and we believe that working with different coaches from time to time can help broaden your skills and perspective as a singer.
If we are unable to find a replacement coach for your lesson, a make-up credit will be allocated to your account (these are not included in your make-up credit limit) to be booked at a later date via the student portal.
6. RESCHEDULING USING MAKEUP CREDITS
Makeup credits may be used during the term or school holidays (depending on availability).
While we aim to send reminders, it is the student’s responsibility to use credits before expiry.
Make-up lessons with your regular coach are booked via My Music Staff.
Please see our My Music Staff Walkthrough for more details on booking make-up lessons.
Make-up lessons with a different coach need to be booked through our admin team.
Make-up lessons booked with less than 24 hours notice need to be booked through our admin team.
Please email our admin team as soon as possible.
7. DISCONTINUING LESSONS
Lessons are a term commitment (excluding trial and casual lessons).
To avoid charges, notice of withdrawal must be provided 7 days before the first day of term.
8. ARRIVAL & PUNCTUALITY
Lessons begin and end at the scheduled time.
If a student arrives late, the lesson will still finish on time.
If a coach is running late, the time will be made up.
9. PAYMENTS
All lessons must be paid in advance.
A $10 late fee applies once payment is overdue.
If payment is 7 days overdue, lessons may be suspended until payment is made.
Payment extensions/plans may be requested if needed.
A full-term payment is required to secure your lesson time.
10. REFUNDS
We do not offer refunds for:
missed lessons
late cancellations
No-shows
expired makeup credits
Remaining lessons may be transferred to a family member or friend.
Under Australian Consumer Law, refunds are not provided for change of mind.
Refunds may be considered only in the case of a major service issue.
11. PUBLIC HOLIDAYS
Lessons falling on a public holiday will not be charged.
12. PHYSICAL CONTACT POLICY
Coaches may use light, brief physical touch (e.g. arm, shoulders, diaphragm, back) to demonstrate technique.
They will always request consent first. Students and/or guardians may withdraw consent at any time.
13. COMPLAINTS & FEEDBACK
Please email concerns or feedback to hello@elevatesingingstudio.com.
14. SOCIAL MEDIA POLICY
We may capture photos/videos for educational and promotional use.
We will only use first names unless written permission is provided.
If permission is withdrawn, it applies to future media only.
We do not post images with school uniforms or identifying logos.
Concerns may be emailed to hello@elevatesingingstudio.com.