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Ekko Music POLICIES

Last Updated January 2024

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Types of Appointments

Complimentary Lesson (i.e., First Lesson Free)

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

Recurring Bookings

• 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).

Single Bookings

• 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.

Cancellation Policy

Recurring Bookings

• Cancellations, absences, and holidays can be fully accommodated with at least 7 days’ notice.
• Prepaid lessons that are cancelled will automatically be deferred as credits towards make-up lessons.
• Short-notice cancellations can be accepted anytime before open (e.g. 1:00 PM on Mondays – 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.

Single Bookings

• Cancellations can be accommodated with at least 24 hours’ notice.
• For lessons scheduled on Mondays, cancellations must be requested
  by Saturdays 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.

Groups and Classes

• Full details of policies for Ekko’s groups will be provided as a separate document for students upon joining a group (or as requested).
• Studio classes and groups require term registration and are typically billed
  for the entire term. Requests can be made to pay 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.
• No make-up lesson credits are generated for groups or classes.

Studio Cancellations (Holidays, Weather, Instructors Absent)

• In the event of inclement weather conditions, Ekko will contact affected students directly to confirm whether lessons will be held virtually or cancelled altogether.
 Cancelled 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’ sheet or check with the front desk to determine if the studio is open.
• 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 lesson if possible. In the case where a substitute cannot be found or rescheduled, students will be credited the missed lesson to their account. 

Make-Up Lessons

Booking a Make-Up Lesson

• 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. 
• Cancelled make-up lessons forfeit that make-up credit (i.e., there are no make-up lessons for make-up lessons). 

Lesson Termination

Client Request for Termination

• 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 30 days from the date of termination to request a refund on any prepaid lessons on the account. 

Studio/Instructor Request for Termination

• At any time, Ekko Mindful Music Studio reserves the right to terminate a student for excessive absenteeism, accounts in arrears, or for abusive/violent or inappropriate 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. 

Media Release

• Ekko Mindful Music Studio may take photos or video for promotional material – e.g. media from concerts and events, headshots for programmes, etc.
• By participating in lessons and/or groups at Ekko Mindful Music Studio, students and parents consent to their likeness appearing in photo and/or video media used for this purpose.
• Students and/or parents wishing not to appear in photos or video taken by the studio must notify the studio with as much notice as possible.
• Ekko Mindful Music Studio uses this media only for promotional purposes, and does not sell or otherwise distribute captured media.

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