Booking & Cancellation Policy
This policy sets out the terms for scheduling, rescheduling, and cancelling vocal coaching sessions at the Studio. By booking a session, you agree to these terms, which operate under the laws of England and Wales.
1. Student Cancellations & Rescheduling
Your lesson time is reserved exclusively for you. If you need to cancel or change an appointment, you must provide a minimum notice window:
- 24 Hours or More Notice: You may reschedule the session or receive a full credit toward a future lesson at no additional charge.
- Less Than 24 Hours Notice (or no-show): The session fee is forfeited in full, and no makeup lesson or refund will be automatically provided. A session will be considered a no-show if the student has not joined the call within 15 minutes of its scheduled start time, and has not notified the Studio during this time that they intend to attend later.
Exceptional Circumstances (Discretionary Policy)
The Studio understands that emergencies happen (such as sudden illness, injury affecting the voice, or bereavement).
If you are forced to cancel within the 24-hour window due to unavoidable circumstances, please notify the Studio as soon as possible. Any waiver of the late-cancellation fee, or the offering of an alternate makeup date, is handled on a case-by-case basis and remains entirely at the Studio's sole discretion. Any concession made does not establish a permanent right or modify the standard policy for future bookings.
2. Cancellations by the Studio
On rare occasions, the Studio may need to cancel or reschedule a session or may not be able to attend a session previously booked without prior notice.
In the event that the Studio cancels, or is otherwise unable to fulfil, your lesson:
- Minimum Resolution: You will be offered a full make-up session at a mutually convenient date, or a full credit/refund for that session.
- Discretionary Goodwill: Depending on the timing and nature of the cancellation, the Studio may, entirely at its own discretion, award a complimentary additional portion of lesson time or a free session as a gesture of goodwill. The Studio's decision on goodwill awards is final.
3. Period during which lessons must be booked
Unless otherwise notified or agreed in writing, all sessions must have been taken within 183 days of acceptance of the contract by both parties. The Studio may agree to extend the period during which lessons must be booked in exceptional circumstances entirely at its discretion.
4. Discretionary Goodwill
Any provision of extensions of the contract, free services, or any other service provided through discretionary goodwill, does not set any precedence for future provision of the same measure of goodwill in similar circumstances.
5. Statutory Consumer Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, when you purchase services online, you generally have a statutory 14-day "cooling-off" period to change your mind and request a full refund.
Express Request for Immediate Service:
By booking a specific lesson slot that occurs within this 14-day window, you are explicitly requesting that the Studio's services begin before the statutory cooling-off period ends.
- If you complete a lesson during this window or fail to cancel it by providing at least 24 hours notice as required above, you acknowledge that you waive your right to cancel the contract from that point.
- The contract is therefore considered activated 24 hours before any booked session is due to take place (assuming it has not been cancelled with sufficient notice) or at the expiry of 14 days from acceptance of the contract by both parties, whichever comes first.
4. Contact & Notifications
All cancellation and rescheduling requests must be submitted directly through the booking platform confirmation link or by emailing the Studio. The timestamp of the email or platform notification will determine whether the 24-hour notice threshold was met.
Email: robyn@singwithrobyn.com