Ekko Music POLICIES

Types of Appointments

A complimentary 30-minute free lesson is offered to all new students starting at the studio.
Only one free lesson is offered to new clients (e.g., if they are interested in lessons with multiple instructors, only the initial 30-minutes lesson rate will be waived).
Canceled complimentary lessons, no matter how much notice, forfeit their waived complimentary lesson for any future bookings at the studio.
Post-complimentary lesson, please inform the studio administrator if you are interested in continuing lessons with the instructor.

These bookings have been agreed upon by the client, studio, and instructor.
Recurring bookings hold a specific day and time in the instructor’s schedule until a change is requested (e.g., Every Tuesday from 4:00-4:30 PM).

These bookings are scheduled on a one-time basis by the client.
Single bookings cannot hold a recurring spot with an instructor. They are “one-off” lessons.
Single booking clients are still required to follow studio policies.

Cancellations, absences, and holidays can be accommodated with at least 7 days’ notice.
Prepaid lessons that are canceled will automatically be deferred as credits towards make-up lessons.
Short-notice cancellations can be accepted anytime before open (e.g. 1 PM on Mondays to Thursdays, 12:00 PM Fridays, or 9:00 AM Saturdays) on the day of the scheduled lesson to qualify for a make-up lesson. Lesson cancellations received post-open on the day of the scheduled lesson may not be guaranteed a make-up credit.
Exceptions to this policy may be made for emergencies or extenuating circumstances.

Cancellations can be accommodated with at least 24 hours’ notice.
For lessons scheduled on Mondays, cancellations must be requested by Saturday at 5:00PM at the latest.
Cancellations less than 24 hours’ notice or absences (i.e., client did not show up for scheduled lesson) will be charged full price for the missed lesson.
Make-up lesson credits cannot be generated for single bookings.
Exceptions to this policy may be made for emergencies or extenuating circumstances.

Studio classes and groups require term registration and are billed for the entire term in monthly installments.
Since groups and classes require more preparation from the instructor and studio, it is expected that each student attends all sessions within the term.
Students unable to attend a session will still be charged normal “weekly” rates for the group or class.
Students frequently canceling or not showing up to rehearsals or classes risk not being permitted to join future groups or classes.
No make-up lesson credits are generated for groups or classes.

In the event of inclement weather conditions, Ekko will contact all affected students directly to confirm whether lessons will be held virtually or canceled.  Canceled lessons will be offered a make-up credit that can be used later by the client.
The studio will be closed on all statutory holidays. Please refer to the ‘Important Dates’ document or with the administration to determine if the studio is open. All lessons canceled due to statutory holidays will be offered at an alternate time (please refer to the ‘Important Dates’ document for more details).
Instructors may sometimes need to cancel a lesson (e.g., sick, performances, vacation, etc.). In these cases, we try to provide the clients with as much notice as possible and try to provide a substitute instructor or reschedule the booking when possible. In the case where a substitute cannot be found or rescheduled, students will be credited the missed lesson to their account.

It is the responsibility of the student/parent to request a make-up lesson.
Make-up lessons are not guaranteed, and it is up to the discretion and availability of the instructor.
It is recommended that the student/parent use the studio’s online portal (MyMusicStaff) to see available times and schedule a make-up lesson.
All make-up credits automatically expire 30-days after being issued.
Make-up credits cannot be used towards regular recurring lessons.
Canceled make-up lessons forfeit that make-up credit (i.e., there are no make-up lessons for make-up lessons).

Every month, there will be one to two assigned days that can be used for make-up lessons. These dates are offered to students who have missed any lessons throughout that month.
It is under the discretion of each instructor on whether or not they will be able to offer make-up lessons during these designated times.

Students and/or parents who wish to terminate lessons altogether must provide a minimum of 7 days’ notice. Any lessons occurring within those 7 days will be billed their typical rates.
Any credit balances on accounts can be requested to be refunded by the client upon termination. Clients have 60 days from the date of termination to request a refund on any prepaid lessons on the account.
Please note: Term payments cannot be refunded even if a student stops lessons part way through a term.

At any time, Ekko Mindful Music Studio reserves the right to terminate a student for excessive absenteeism, accounts in arrears, or for abusive/violent behaviour.
Termination by the Studio is effective immediately. Any credit on the account that has the potential to be refunded may be done during this time.
If due to an account in arrears, terminated students will not be allowed to return to the studio until the account is paid in full.