Learn. Play. Enjoy.

Studio Policy

For students enrolled before 8 November 2023 only.

Studio Policy

This studio policy is only applicable to students enrolled before 8 November 2023. For students enrolled on or after 8 November 2023, please refer to the terms on www.pianogen.com.au/terms.

1. Cancellations and Reschedules

Lessons may be cancelled or rescheduled with at least 18 hours notice prior to the lesson start time. Lessons cancelled without sufficient notice cannot be rescheduled, the benefit of the lessons will be forfeited, and normal lesson fee will be charged.

Exception: Each student is allowed one cancellation without sufficient notice each calendar quarter (January to March, April to June, July to September, October to December) only for the following reasons:

  • Medical (e.g. student is unwell);

  • Unforeseen issue regarding transport (e.g. car break down); or

  • Unforeseen issue regarding technology - for online lessons (e.g. internet down).

This exception cannot apply if the student does not notify their teacher of the cancellation before the start time of their lesson.

Where the teacher cancels a lesson, the lesson will not be charged. If the lesson has been paid for in advance, a make-up lesson or refundable credit will be provided to the student.

2. 10 Weeks Package

The 10 Weeks Package includes 10 Guaranteed Weekly Timeslots:

  • All lessons (including make-up lessons) must be taken within 10 consecutive weeks starting from the first lesson, any remaining lessons after the 10 weeks will be forfeited;

  • The fee is discounted in return for your commitment;

  • You’ll receive priority (over casual students) when arranging your fixed lesson schedule;

  • You may arrange make-up lessons for unattendance provided sufficient notice has been provided.

  • It is your responsibility to keep track and organise make-up lessons with your teacher;

  • Make-up lessons are subject to your teacher’s availability and is not guaranteed. Please be mindful that when you do not attend a scheduled lesson, it is your responsibility to make it up to your teacher, and not your teacher’s obligation to make it up to you. If your teacher cancels a scheduled make-up lesson, the responsibility to organise another make-up lesson within the 10 weeks period still falls on you; and

  • There will be no refunds after the first lesson has been taken.

3. Ongoing Engagement

An ongoing engagement is assumed. i.e.

  • Weekly/Fortnightly lessons are automatically booked in after each lesson; and

  • 10 Weekly Lessons packages are automatically renewed after the end of the package.

Where a student wishes to discontinue lessons permanently, the student must inform the teacher providing sufficient notice (refer to 1. Cancellations and Reschedules) before their next scheduled lesson.

4. Lessons During School Holidays

Lessons will be conducted without interruption throughout school holidays. Any scheduling conflicts or adjustments required during these periods should be communicated in advance.

5. Hygiene (Shoes and Illness)

Students who are ill must not attend lessons.

We reserve the right to send a student home if they are sick or unwell. In this case, the lesson will be charged and forfeited.

Students may be required to remove their shoes prior to entering the studio.

6. Drop Off, Pick Up, and Child Supervision

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.

Please refer to Clause 8. Child Safe Environment for further details on steps we have taken to ensure a Child Safe Environment within Piano Generation.

7. Photographs, Videos, and Social Media

Photographs and videos of students may be taken by us (Piano Generation) or other parents/students which may be shared on Facebook or Instagram. 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 shared on social media, 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.

8. Child Safe Environment

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

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

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

9. Rental Equipment - Accidental Damage

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:

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

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

10. Billing and Payments

Payments to Piano Generation must not be made in cash. Payments can be made via Bank Transfer (EFT) or Online Credit Card (no surcharge).

A late fee of $5.47 will apply on unpaid invoices 7 days after the due date of the invoice.

11. Refer A Friend

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.

The rules:
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.

12. Annual Fee Review

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.

13. Providing Feedback

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):

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

14. Policy Updates

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

Last updated 13 March 2025.

 

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