Fees and Policy

1. Invoices are issued by email on the 28th of the previous month (e.g. November enrolment is invoiced on 28 October).

2. Direct debit is processed on the same day.

3. Enrolment includes one (1) lesson per week, with one fixed weekly time slot allocated and reserved exclusively for the student, subject to public holidays (refer to Clause 5).

   a) Students are not entitled to more than one lesson in any given week, even if a lesson schedule changes or a month transitions.

   b) Lesson days may be changed subject to availability, however changing days does not result in additional lessons during that week.

4. You will be provided access to student only Exclusive Bonuses. These bonuses are subject to change, removal, or addition at anytime without notice. Some bonuses such as Recital Performance Opportunity may have an additional fee, in which case you will be made aware of as required.

5. The monthly fee is fixed and does not depend on the number of lessons in a calendar month. This fee is calculated on an annual basis and already accounts for:
   a) Lessons during school terms;
   b) Lessons during school holidays;
   c) No lessons on public holidays; and
   d) Months with 5 weeks of lessons (there will be no additional charge);

6. If a teacher is unable to attend a scheduled lesson, a discount will be applied to the following month, calculated as the lower of:

   a) The weekly fee × number of lessons missed, or

   b) The monthly fee.

7. Failure to pay on time may result in:
   a) Lessons being suspended; and/or
   b) $5.60 late payment fee.

8. An ongoing engagement is assumed. Enrollment will automatically renew on the billing date (see Clause 1).

9. To unenroll or put your enrollment on hold, please notify kieren@pianogen.com.au in writing before the next billing date. E.g. To put November enrollment on hold, you will need to email Kieren before 28 October.

10. Fees are non-refundable once processed.

11. Once you have unenrolled or placed your enrollment on hold, your time slot will become available for other students to enroll.

12. When enrolling partway through a month, the enrollment fee for the month will be the weekly fee, multiplied by the number of weeks left in the month.

13. After the trial lesson, you will be required to provide your direct debit details either:
    a) Over the phone to Kieren (easiest option); or
    b) Via our Student Portal.
    Your direct debit details will be stored securely in our studio management software powered by MyMusicStaff. Once saved, these details will be censored and protected, preventing others, including Piano Generation, from viewing. Important: Please note that we will not request payment details using any other means that are not listed above.

If you’re unable to attend a lesson, the following options are available to you:

a) Online lessons via Zoom (practical and/or theory);
b) Submit an assignment to us for review e.g. video recording or scanned theory work;
c) Request for specific instructions or resources from your teacher;
d) Swap lessons with another student (availability not guaranteed, and notice is required); or
e) Miss the lesson.

Any reviews, feedback, and instructions by your teacher will be prepared during your allocated lesson time. No make-up lessons, credits, or discounts will be provided for unattended lessons.

Trial lessons are subject to an 18 hours cancellation policy. Where a trial lesson is cancelled without sufficient notice, the benefit of the lesson will be forfeited, and the trial lesson fee (if any) will be charged.

Students who are unwell must not attend lessons.

We reserve the right to send students home if they are sick or unwell.

Drop-offs and Pick-ups
Parents and guardians are responsible for dropping off and picking up their child on time for and after their lesson. We take the safety and wellbeing of your child very seriously and will take all necessary measures to ensure they are cared for during their lesson. However, please be mindful that our teachers may not be able to provide direct supervision of your child outside of their scheduled lesson time due to other responsibilities and obligations.

Child Supervision
Parents and guardians are welcome to sit in the lesson with their child to provide supervision, though this is optional. By choosing not to sit in the lesson, parents and guardians are deemed to have given the teacher consent to provide direct supervision to their child during the lesson, understanding that in most cases, the teacher will be alone with the child.

All Piano Generation staff hold a valid Working with Children Check (WWCC).

Please refer to Clause 18. Child Safe Environment for further details on steps we have taken to ensure a Child Safe Environment within Piano Generation.

Photographs and videos of students may be taken by us (Piano Generation) or other parents/students which may be shared on Facebook, Instagram, or our website. When taking photographs/videos of others, you agree to utilise those photos/videos appropriately, sharing them only on family and child friendly websites.

If you do not wish for photographs or videos of yourself or your child to be taken or shared online, please inform us in writing. We will make every effort to accommodate your request, but we cannot guarantee that all photographs or videos can be prevented from being taken or shared by others.

We take the safety and wellbeing of your children with utmost importance.

• Child Safe Policy

• Child Safe Risk Management Plan

Children, young people, and their families can provide feedback or make a complaint (verbal or written):

• To their teacher;

• Kieren Ong, the Owner and Head of School (0426 291 442 / kieren@pianogen.com.au); or

• Via our Online Feedback Form (with the option to remain anonymous).

Parents/guardians are encouraged to discuss these options with their children.

If you are renting an equipment from Piano Generation, you are liable for the cost of repairing any accidental damages. Where the equipment is not repairable, you will deem to have purchased the equipment from Piano Generation at an amount based on the weekly rent amount and how long you have rented the equipment for:

a) If rented for 60 weeks or less: Weekly Rent x (70 - No. of Weeks Rented);

b) If rented for 61 weeks or more: Weekly Rent x 10.

Rental equipment must be picked up and returned in person at our Marden studio. Appointment with Kieren required. Call 0426 291 442 or email kieren@pianogen.com.au.

Delivery: You may organise delivery by a third party service at your own cost and risk.

Our Refer A Friend incentive is a simple way for us to show our appreciation to our students who help spread the word of our amazing teachers and service. For each successful referral, we will include a $20.00 (GST inclusive) non-refundable credit towards your next invoice.

Eligibility Criteria:

a) The New Student must mention your name as their Referrer; and

b) The New Student must have enrolled for 2 consecutive full months.

c) The above conditions must be satisfied within the first 10 weeks starting from the New Student’s first lesson.

Fees will be reviewed and adjusted on an annual basis at the end of each calendar year. You will be notified in advance of any fee changes.

The Sports Vouchers Plus program is a Government of South Australia initiative administered by the Office for Recreation, Sport and Racing (ORSR). For more information, go to https://www.sportsvouchers.sa.gov.au

How to Use Your Sports Voucher with Piano Generation

1. Complete and submit our Online Sports Voucher Form;

2. Our team will submit your Sports Voucher details to the ORSR (normally within 1-2 business days);

3. The ORSR will validate and process your Sports Voucher (normally within 10 business days);

4. Once validated and processed, a $100 or $200* Sports Voucher Discount will be applied to your next invoice.

*$200 Sports Voucher: 2 x $100 vouchers can be combined to put $200 towards one activity under the same provider. In most cases, your enrollment fee will be under $200 per month. If this is the case, to ensure you receive the full benefit of this program, we will split your discount over two months of enrollment ($100 in one month, and the remaining $100 in the following month).

At Piano Generation, we're committed to providing the best experience for our students and parents. Your feedback helps us improve and better support you and our community. Anyone can provide feedback or make a complaint (verbal or written):

• To their teacher;

• Kieren Ong, the Owner and Head of School (0426 291 442 / kieren@pianogen.com.au); or

• Via our Online Feedback Form (with the option to remain anonymous).

We will deal with all feedback received, including complaints, promptly, sensitively and fairly.

Studio Policy may be updated without notice. Updates will apply to all new and existing students.