Frequently Asked Questions
Let us answer some of the more commonly asked questions by our families
What is ‘100% Happiness Guarantee’ month?
Our 100% Happiness Guarantee month is your very first month of paid lessons as a new student with The Music Space with no strings attached. This is the best way to experience what lessons are like and how you get on with your teacher before you sign up for enrolment for the year.
We do not offer free trial lessons unless there is a special promotion offered
What are your term dates?
We follow the NSW Government School Calendar and teach 40 weeks of the year.
I can’t make a lesson, how do I cancel it?
If you can’t attend your lesson, if you are unable to make it or are on holidays, contact your teacher directly via phone or email a minimum of 24 -48 hours in advance. We will not set up an alternative day or time for a make up lesson. Instead you will be provided with a 10-15min video lesson sent to your student portal with your week's homework attached so you can pick up exactly where you would have left off when you're back
What happens if I cancel with less than 24 hours notice?
If there is less than 24 hours notice for cancellations, instead of losing your lesson altogether, we will now send a video lesson for you to be able to continue your practice and development until you return the following week.
Can I do online lessons?
Absolutely! We have extensive online lesson experience with our teachers. If you are sick we are happy to move the lesson online and continue your progress. Please contact your teacher directly to move your lesson online at least 12-24 hours prior
What happens if I'm running 10 minutes late?
It is imperative you contact your teacher letting them know however being late for your lesson does not mean we will go over time and give you a full lesson.
You will receive a lesson for the time that is remaining for your spot. Out teachers are generally teaching back to back and it won't be possible to give you your full lesson time. If you are delayed by 15minutes we will forfeit the lesson and no video lesson will be provided.
I don’t have my teachers contact details?
Teacher contact details are provided in your Confirmation of Enrolment email upon enrolment. Your teacher will also be provided with your details.
How do make up lessons work?
If you can’t attend a lesson, contact your teacher directly via phone a minimum of 24-48 hours in advance. We will not set up an alternative day or time for a make up lesson. Instead you will be provided with a 10-15 minute video lesson sent to your student portal with your week's homework so you can pick up exactly where you would have left off.
What if my teacher cancels?
If your teacher is absent a substitute will generally be provided. Alternatively the teacher will give you notice if they need to cancel the lesson and arrange a make up lesson with you directly. A maximum of two make up lessons per term will be allowed due to the teacher’s absence. If a teacher is absent for a greater length of time, a substitute teacher will be provided
PAYMENT FOR LESSONS
How do I pay for lessons?
All payments are processed through our direct debit payment gateway Payrix.
All new students will have a new student registration added to your first invoice. It includes an awesome welcome pack
How does Direct Debit work?
Upon enrolment you will receive a series of informative welcome emails so you are ready to go for your first lesson. An invoice will also be sent for lessons with a link to register your nominated account with our payment gateway direct debit system. This must be completed immediately. Once registered the invoice amount will be debited from your nominated account on the 1st of every month (pro-rata’ed if after the 1st).
We calculate the 40 weeks of lessons x the cost of your lesson and divide by 11 months of equal payments.
The payments come out 1st February until 1st December.
January – there are no scheduled payments
ENROLMENTS AND CEASING LESSONS
How do enrolments work?
The Music Space enrols and invoices by the NSW school terms, generally 10 weeks per term.
We calculate your monthly direct debits using a 40 week term. We do not teach during school holidays.
How do I cease lessons?
At The Music Space, you are not locked into a year long contract. If you feel you are not able to continue lessons, all you need to do is notify our accounts manager at firstname.lastname@example.org via email at least 2 weeks prior to the end of term. Your tuition will cease at the end of the term. Your account will be direct debited until the end of the term, not attending lessons until the end of term does not mean you will receive a credit or refund.
I want to extend the length of my lessons. How do I do that?
Contact our admin team at email@example.com with this request, we can arrange to extend the length of lesson at any point during the term if the teacher’s schedule allows.
I want to decrease the length of my lessons. How do I do that?
Contact admin with this request as above and we can make this change for the following term.
How do I pay for group classes?
Group classes need to be paid for via direct debit as with all our lessons provided.
What happens if I miss a group class?
Group classes must go ahead regardless of which students are away. Unfortunately, we are not able to provide a refund or makeup lesson for any missed group classes.
If the teacher is away for a lesson, a substitute will be provided and the class will go ahead as planned.
What happens if I miss a payment?
Warning emails will be sent for unpaid lessons 7 days after payment is due, if we continue to send late payment emails, it may result in suspension of lessons until payment or payment plan has been accepted. There is a late payment surcharge charged by our payment gateway provider, please know this will be added to your invoice by Payrix if your card is not able to have the payment processed.
How do gift certificates work?
Gift certificates are fully transferable for use with any Music Space Music lesson. Please contact and book your lesson(s) in any of our locations. Not redeemable for cash.