1. Fixed Schedule

Lessons are scheduled on a fixed day and time. Lessons are confirmed only after payment has been received, and the confirmed lesson(s) are reserved for the student and teacher.

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You can view your confirmed schedule and payment details through the portal on our website.

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For students who prefer to book lessons on an occasional or as-needed basis, Encore Music can arrange individual lessons based on the mutual availability of the student and teacher. These lessons are also subject to the terms outlined in this policy.

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2. Rescheduling

• Students taking 1 lesson per week (as a part of 4 lessons pack) are allowed 1 reschedule.

• Students taking 2 lessons per week (as a part of 4 lessons pack) are also allowed 1 reschedule.

• Students taking 2 lessons per week (as a part of 8 lessons pack) are allowed 2 reschedules per 4-week cycle.

• Rescheduling requests must be made at least 4 hours before the scheduled class.

• Requests made less than 4 hours before class, or a no-show, will be treated as a used lesson and cannot be rescheduled or refunded.

• A valid rescheduled lesson can be taken at another mutually available time with the teacher during the lesson-pack period.

• If no suitable time is available, each lesson pack includes one additional week reserved for completing any permitted rescheduled lesson(s) on the student's regular scheduled day and time.

• Any additional rescheduling request beyond the applicable allowance will be treated as a used lesson.

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3. Extended Travel / Holidays

We understand that families may travel during holidays, festivals, or school breaks.

If you know that you will be away for 2 or more weeks, please inform Encore Music in advance. In such genuine cases, Encore may extend the remaining paid lessons beyond the regular schedule so that the student does not lose their paid lessons.

Short-term unavailability remains subject to the standard rescheduling policy.

 

4. Fees & Refunds

All fees are non-refundable once lessons have been scheduled and the teacher's time has been reserved.

However, if Encore Music is unable to provide a paid lesson due to our inability to assign the scheduled teacher, a suitable substitute teacher, or an alternative lesson arrangement, Encore Music will provide an appropriate replacement or, where a replacement cannot reasonably be provided, refund the applicable lesson fee.

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5. Teacher / Encore Cancellation

If a lesson needs to be rescheduled because the teacher or Encore Music is unavailable, it will not count towards the student's reschedule allowance.

A substitute teacher may be offered where appropriate.

For longer or repeated periods of teacher unavailability, Encore Music will work with the student/parent to find the most suitable solution, which may include a substitute teacher, rescheduling, or another appropriate arrangement.

If Encore Music is ultimately unable to provide the paid lesson or a reasonable replacement arrangement, the applicable lesson fee will be refunded.

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6. Mutual Respect

The policy is designed to keep things fair for students, teachers, and Encore Music. We understand genuine circumstances and will always try to find a reasonable solution when communicated in advance.

By making payment and confirming the schedule, the student/parent agrees to this policy.

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7. Consistency Matters

We want to maintain consistent lessons and better progress for every student. Frequent cancellations or changes can mean valuable lesson time is spent revisiting the same material instead of moving forward.

We have therefore kept a 4-hour rescheduling window to give families reasonable flexibility for last-minute situations, while also respecting the teacher's reserved time and schedule.