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TERMS & CONDITIONS
FOR LESSONS, CLASSES AND PROGRAMS

​​1. Fees and Payments 
 

  • Weekly Payments:
    All lessons, classes, and programs are charged weekly on a pay-as-you-go basis. Unless you choose to prepay, we require valid credit card details to be stored securely in compliance with industry standards (e.g., PCI DSS) in our billing system to enable automated payments. This guarantees your reserved time slot with your preferred coach, or your place in a class or program.
     

  • No Lesson Cancellations:
    If you are unable to attend a lesson, it will not be cancelled or rescheduled (except reschedules in accordance with section 3 below).  Instead, your coach will prepare and email you a customised lesson, including videos, notes, and resources, ensuring uninterrupted progress in your learning journey.
     

  • Flexibility with Lesson Suspensions:
    You may suspend your lessons for a minimum of one week and up to four weeks without losing your reserved time slot. Suspension requests must be made in writing at least one week in advance. Only one suspension request is permitted per calendar quarter. Additional requests may result in forfeiting your reserved time slot.
     

  • FlexiPass Prepaid Lessons:
    For students unable to commit to weekly lessons, Big Music offers FlexiPass prepaid lessons for additional flexibility and savings.  Lesson credits must be used within 6 months of purchase. 
     

  • Fee Changes:
    Big Music reserves the right to update its fees and charges for any program at any time by providing participants with not less than two weeks’ notice. Notice of any price change may be given by email and posted on our website.
     

2. Attendance and Cancellations 
 

  • Weekly Commitment Programs:
    Programs that follow a sequential curriculum or build toward a performance require a weekly commitment from all participants. This includes most classes, the After School Music Program and all band programs with a set term or gig date. Fees for these programs are charged every week regardless of attendance.  
     

  • Pay-Per-Session Programs:
    Jamming Bands, Original Bands, Bandits, and Young Guns are charged on a per-session basis. Participants can cancel up to 10:00am on the day of their session without charge. Late cancellations or no-shows will be charged as attended.
     

3. Refunds, Credits and Make Up or Rescheduled Sessions

 

  • Private Lesson Rescheduled Sessions:
    Students who cannot make a private lesson with their regular coach and time slot may request to reschedule their lesson. We will do our best to accommodate this if their coach has any available time slots during the same week. Please contact the Studio Crew as early as possible to check availability.

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  • After School Music Program Make-Up Sessions:
    Students who miss their regular After School Music Program session are welcome to attend on another day in the same week, subject to availability. Please contact the Studio Crew to arrange a make-up session.

 

  • Fees for missed lessons and classes — including those due to holidays, school camps, exams, or other personal reasons — are generally non-refundable.
     

  • Refunds or credits may only be granted for long-term illness, injury, or bereavement. Requests must be submitted within four weeks of the missed session and supported by documentation, such as a medical certificate.

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4. Coach Changes and Substitutions

  • You may request a change in coach or time slot, subject to availability. Additional charges may apply only if there is a difference in fees for the new coach or time slot.
     

  • While we strive to provide consistency, substitute teachers may be assigned if your regular coach is unavailable.
     

5. Photos and Media

  • Big Music occasionally captures photos and videos of lessons, performances, and events for promotional purposes. These may be shared on Big Music’s website or social media platforms.
     

  • If you or your child do not wish to be included in future photos or videos, please notify our office in writing. Previously captured images may continue to be used in accordance with prior permissions.
     

6. Safety and Supervision

  • Students under 15 years of age must wait inside Big Music’s premises for pickup. Parents and guardians must enforce this with their child.
     

  • Big Music takes all reasonable steps to ensure safety within our premises but cannot be held responsible for supervision outside our building. If students under 15 are found waiting outside unsupervised, parents or guardians will be contacted immediately.
     

7. Liability Waiver

  • Big Music is not liable for personal belongings lost, stolen, or damaged on the premises.
     

  • By booking a lesson, class, or program, you agree to release Big Music and its staff from liability for any injury, loss, or damage occurring during lessons, except where caused by gross negligence.
     

8. General Conditions

  • By enrolling in Big Music lessons, classes, or a program, you agree to comply with these terms and conditions.
     

  • Big Music reserves the right to update these terms at any time. Changes will apply to future enrolments and ongoing lessons, with notifications communicated via email and posted on our website.

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CHILD PROTECTION POLICY

  1. Big Music is committed to child protection and providing a child safe environment. Our policy guides workers on how to behave when interacting and engaging with children in our organisation. The policy focuses on how we can build and maintain a Child Safe Environment which is inclusive, transparent and promotes children’s participation.
     

  2. Big Music supports the active participation of children in the programs, activities and services that we offer.
     

  3. All staff employed by Big Music are responsible for the care, safety and protection of children. This responsibility extends to the identification and timely response to concerns regarding the possible sexual, physical, psychological and emotional abuse or neglect of a child.
     

  4. Children are not to use their personal electronic devices during their lessons nor are they permitted to use them at our Holiday programs. All of Big Music’s computers have content filtering to protect children.
     

  5. Big Music will recruit and keep the best people to work with children. We will maintain a rigorous and consistent recruitment, screening and selection process. We will achieve this standard through interviews, reference checks, professional development and the Working With Children Check. We promote respect, fairness and consideration for all workers. All employees will receive and sign a copy of our Code of Conduct.
     

  6. Child safety is a standing agenda item at meetings and workers are encouraged to ask questions and contribute to the continuous improvement of Child Safe policies, procedures and practices in the workplace.
     

  7. Big Music has a commitment to positive messages about women and the safety of children and how this is reflected in the music chosen for the children.
     

  8. Children and their parents are encouraged to provide feedback or raise concerns. We listen to their views, respect what they say and involve them when we make decisions. Any person with direct responsibility for children must report children at risk of significant harm.
     

  9. All complaints and allegations must be reported to our Child Safety Contact Officer, Paul Watson. Documented reporting and escalation procedures will be established by Big Music for handling allegations of abuse. If there are reasonable grounds to suspect a child has been or is suffering abuse a report will be lodged to the relevant bodies.
     

  10. Big Music’s policy and guidelines will be reviewed every two years to incorporate comments and suggestions from workers, children and families.
     

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