The Music Works

Terms & Conditions

Updated August 2023

Contact

All Locations

If you have any concerns or queries about your music lessons, please get in touch by email or call us and we will be happy to help!

Your Online Account & Payment Schedule

All Locations

The Music Works uses a scheduling software called Opus1, to schedule weekly lessons for students and collect monthly payment. The payment gateway used in conjunction with Opus1 is Stripe. All customer payment information is stored on Stripe and is fully encrypted.
All lessons are managed by Orpheus Music Ltd, trading as The Music Works. Please note, payments on your bank statement may read Orpheus Music Ltd.
Payment is collected using Autopay via Opus1 & Stripe, on the 1st of the month. Card information can be updated on your Opus1 account.
All payments must be made using your online account via OPUS1. We do not accept any other method of payment.
Payment will be collected via your online account on the 1st of each calendar month. We reserve the right to change this date as needed, usually to the next working day should the 1st fall on a weekend or a public holiday.
The Music Works provides music lessons as a subscription service. Payment for tuition is a flat rate each month, based on the lesson type (group or 1:1) and location (our Music Centres or in Local Partner Schools). Most months have four lessons, with others having two, three or five lessons.
Payments are collected for 11 months of the year, September to July. No payment is collected in August.
When beginning weekly lessons, first payment is prorated daily based on the date of the first lesson, unless the first lesson is in the first week of the calendar month.
Payment is in advance for the lessons due to be taught in the upcoming calendar month.
Payment on the 1st reserves your teacher’s availability on the scheduled days/times, otherwise your space is not reserved until payment is received.
We reserve the right to suspend lessons should payment not be received on the 1st of each month. Suspended lessons are still chargeable. We reserve the right to attempt collection again during the month, until the payment due has been received in full.
If you have any issues with payment, please contact us by email or call us, we will be happy to help as best we can.
If payment for lessons cannot be collected on the 1st for any reason, Opus1 will automatically attempt further collection until payment is received.
If payment for lessons is late, we reserve the right to charge a Late Fee of £15.
Lesson spots may be forfeited if tuition fees are more than 14 days late. Since all payments are automated via your online account, lateness occurs when a payment is declined. Payment information can be updated via your online account.
Tuition fees are subject to change and are reviewed on an annual basis.

Your Membership

Your Membership At All Locations

Membership is a rolling subscription and continues until a Cancellation Submission Form is received. Although no payment is collected in August, your membership is still active until your subscription has been formally cancelled.
Subscribing customers are considered members and can benefit from Perks. Perks of The Music Works membership, including performance opportunities, can only be supplied if your membership is active.
Membership is not transferrable.
If you change your mind after beginning lessons, you will be covered by our 14-day money back guarantee, applicable from the date of your first payment.
The Customer has a legal right to cancel this agreement under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the “cooling off period” set out in (b) below. This means that during that cooling off period, if the Customer changes his/her mind or decides for any other reason to not continue with any product, the Customer can cancel using the Cancellation Submission Form, and receive a refund for any product paid for but not received prior to that cancellation. The Customer’s cooling off period starts from the date of first payment and ends 14 days later.
  • Membership can be cancelled at any time by completing the Cancellation Submission Form:
  • Cancellation form must be received by the 21st of the month to take affect at the end of the month.
  • Cancellation forms received on the 22nd or after will be actioned the following month. For example, if notice is received on 22nd January, lessons will continue until the end of February.
  • August (Summer Break) is the only exception. If your cancellation form is received between July 22nd and August 21st, no further payment subscription will be collected.
  • There are no exceptions to the cancellation period.
Customers can change their mind regarding cancellation during the cancellation period, but we will not be able to guarantee the lesson day/time previously supplied by your location/teacher.
Customers can communicate directly with their Teachers via Opus1. This feature is exclusively for information regarding the tuition of your lessons, and must not be used for scheduling or any other queries (please get in touch by email or call us for any queries such as these). No contact information is shared between the Customer and the Teacher.
The Music Works reserves the right to cancel membership for any reason, in which case prorated lesson fees will be refunded.

Membership At Our Centres

Credits can only be issued when a member cancels or reschedules via their online account.
Customers can cancel or reschedule lessons via their online account. Emailing or calling The Music Works will not count as cancelling or rescheduling the lesson and any changes must be actioned by the customer, on their online account.
Any lessons cancelled or rescheduled with at least 24 hours’ notice being given, will result in a make-up credit being issued to the customer.
All cancellations or rescheduling must be made with at least 24 hours’ notice. Members will not be able to reschedule within 24 hours, and any cancellation within 24 hours will be payable.
No more than 4 make-up credits can be held at any one time. This does not include teacher absence make-up credits, which are not included in this limit.
Once a lesson is rescheduled, the rescheduled lesson cannot be rescheduled again.
No credits will be provided for any lessons missed or unattended without notice.
For any lessons that cannot be delivered due to teacher absence, the customer will receive a teacher absence make-up credit. This make-up credit does not have an expiry date while you are a member of The Music Works and is not included in your make-up credit limit.
Make-up credits are valid for a period of 60 days. Once 60 days is passed, make-up credits will automatically be removed from a customer’s account.
Make-up credits have no cash value and must be used before they expire, or you cancel your membership. This includes Teacher Absence credits.
Make up credits are only valid during an active membership. Any credits unused at the point of membership expiration will be null and void.
Sometimes, teachers can be so popular that they have no lesson slots available. To help with this, make-up credits can be used with any teacher with availability, delivering the same lesson.

Membership At Partner Schools

Members will receive a minimum of 33 lessons (including performance opportunities) per academic year, assuming the student begins at the beginning of the academic year. This is our Minimum Lesson Guarantee. If your child’s lessons begin after the first week of the academic year, the Minimum Lesson Guarantee will be pro-rated.
In the event that circumstances beyond our control prevent us in providing our service, such as but not limited to – pupil absence, school closure, school trips, or inset days – we are not obligated to compensate you for any missed lessons. These missed lessons will still be counted towards your Minimum Lesson Guarantee. However, we will make reasonable efforts to reschedule the service, based on teacher and school availability. If a lesson is rescheduled and then cannot be delivered for the reasons listed above, this will count towards the Minimum Lesson Guarantee.
Any student beginning lessons in the first week of the academic year will join us as a Full Year Member. If a student joins after this they will join us as a Part Year Member.
In the event that we are unable to meet the Minimum Lesson Guarantee despite our best attempts, we have the option to provide you with credit on your account. If this is offered, the credit will be pro-rated based on whether your child is a Full Year Member or a Part Year Member.
If a lesson is missed due to teacher absence, the missed lesson will not be counted towards the Minimum Lesson Guarantee.
Due to the nature of group lessons, if a student is absent, the group lesson is still taught and no catch up will be provided. This will count towards the Minimum Lesson Guarantee.
If a 1:1 student is unavailable for a lesson and the teacher is available at the location, the lesson will count towards the Minimum Lesson Guarantee.
If your child is in the final possible year at the school they are studying their instrument, your subscription will be automatically cancelled at the end of the academic year. This applies only to lessons delivered in school during the school day.

Scheduling

Scheduling At All Locations

The Music Works operates in line with Surrey County Council’s school term dates (40 weeks per year). In rare circumstances for our Centre lessons, we may need to extend beyond these dates to meet our 40-week teaching year.
Students that join us for lessons are committing to a weekly lesson on a set day/time. The teacher in return commits to be available for the customer’s lesson on this day/time, on a weekly basis.
TMW reserves the right to provide a substitute teacher if the usual teacher is unable to deliver their lessons.
If a teacher is absent for any reason, we may catch up the missed lesson time by either adding on to subsequent lessons (if the schedule allows) or by rescheduling the lesson to another day/time.
The Music Works reserves the right to amend the schedule within reason, without prior notification. For example, sometimes teachers run late during the delivery of lessons, and we may adjust the schedule slightly to make sure every student receives their full allotted lesson time.
Students that are late cannot be guaranteed their full lesson time, as lessons are scheduled back-to-back. If a lesson starts late due to teacher lateness, you will receive your full lesson. The teacher may adjust their schedule to compensate for this.
If a teacher is unavailable for any reason, The Music Works reserves the right to supply a substitute.
If a substitute teacher cannot be arranged, a teacher absence make-up credit will be issued to your account. These credits do not expire during membership and do not count toward the make-up lesson credit limit.
Sometimes, teachers move on. If a teacher leaves The Music Works we will supply a new teacher to deliver lessons at your weekly lesson day/time, or offer a lesson with another teacher on another day.
Force Majeure (war, civil war, armed conflict, terrorist attack, government action, fire, flood, severe weather conditions, pandemic or epidemic or any other matter that is beyond our control). We cannot be held liable if a lesson has to be cancelled due to Force Majeure. In this event we will endeavour to resume lessons as soon as possible. Lessons that cannot be delivered as standard may be replaced with a virtual lesson or with curated online lesson, at the teacher’s discretion.

Scheduling At Our Centres

We reserve the right to substitute a face-to-face lesson with online as required. Students/customers will be contacted regarding this in good time.
Due to the nature of group lessons, a weekly group lesson may need to be cancelled if the student numbers become too low. Members will be contacted regarding cancelled weekly lessons, and we will aim to offer an alternative.

Scheduling At Partner Schools

Due to the nature of group lessons, if a student is absent and the group lesson is still taught, this will count toward the Minimum Lesson Guarantee.
Lessons offered in Partner schools are exclusively for groups. In exceptional circumstances a student may be offered a 1:1 lesson in school.
Group lessons that have low numbers may be amalgamated with another group of a similar level, at the discretion of The Music Works.
Due to the nature of group lessons, a weekly group lesson may need to be cancelled if the student numbers become too low. Members will be contacted regarding cancelled weekly lessons, and we will aim to offer an alternative.
We reserve the right to move, cancel or combine group lessons as the need arises.
TMW reserves the right to provide a substitute teacher if the usual teacher is unable to deliver their lessons.
The Music Works acknowledges its responsibility for the supervision of young students during lessons.

Choir Club & Workshops

Choir Club in Schools

Choir Club T&Cs are slightly different to the standard TMW T&Cs, as it is treated as a Club rather than formal music lessons. If not explicitly mentioned in this section below, then the standard T&Cs apply.
Choir Club is delivered in groups of up to 15 students, during the school day. These sessions may be during lunch break and are split between KS1 and KS2 students.
Sibling discounts do not apply to Choir Club, as it is already discounted.
Choir Club is maintained on a waiting list system. As a student leaves Choir Club, the next student at the top of the waiting list will be added to the relevant key stage session automatically. If we do not receive confirmation from you within 48 hours, we may move on to the next student on the waiting list.

Workshops

Workshop T&Cs are slightly different to the standard TMW T&Cs, as it is treated as a workshop rather than formal music lessons. If not explicitly mentioned in this section below, then the standard T&Cs apply.
Our workshops are operated on a waiting list system, which is first-come-first-served. Payment will only be collected if there is space available for your child in the workshop, if no space is available then no payment will be collected.​​
The cancellation period is within 14 days of payment collection, which will result in a full refund. Spaces for workshops are limited and once payment is collected, your space is reserved and no refund can be made.
We will not take responsibility for the loss or damage of any items of personal property brought to The Music Works. All students are welcome to use our equipment at the centre if this is of concern.
The Music Works reserves the right to exclude any child for any reasonable reason. No refund will be made for days missed for any reason.
From day to day, we may need to change our activities due to circumstance out of our control.

Safeguarding

Our full Child Protection Policy can be downloaded here.

We have a duty to respond if we suspect a child in our care may be suffering from abuse, or if a child makes a disclosure about abuse. In this event staff will contact the Safeguarding Officer and act on their advice.
The Music Works acknowledges its responsibility for the supervision of young students during lessons. The parent is responsible at all other times at our centres.
The Music Works, or any member of staff, or contractor, is not responsible for providing before or after class care for students.
For the safety of our teachers, staff and students, The Music Works reserves the right to employ reasonable video and audio surveillance.

General

Other Important Terms

Orpheus Music Ltd, the operator of The Music Works, is a registered company in England and Wales (company number 11674267). Our registered address is The Music Works, Rodborough School, Rake Lane, Milford, GU8 5BZ.
From time to time, we might introduce modifications and enhancements to the Services, such as adding new courses or qualifications. However, if there are any significant changes, we will inform you in advance via email.

Beginning on September 1st each year, your Subscription fees for the Services will be increased to match inflation. The annual inflation rate will be determined by the Consumer Price Index as of March 31st of the same year. In the event of a significant inflation increase, we may raise your Subscription fees during the year. We will notify you at least 30 days prior to the change. If you do not wish to pay the new Subscription price, you have the option to terminate this Agreement (and cancel your Subscription) before the 21st of the month before the price increase takes effect. To do so, please use the Cancellation Submission Form. For further assistance, please contact us via email at contact@themusicworks.uk or by calling 01483 516060.

Our privacy policy contains details on the processing of personal data for both you and your child. You can view our privacy policy here.

Our centres are fully insured for public liability, but please note that parking your car on any centre site is at your own risk.
Students or student parents must inform us of any medical condition or injury that may impact on your or your child’s lessons. You must not attend lessons if you have a contagious illness.
Food and drink are not permitted in any teaching rooms.
Any wilful damage will be charged for. You are required to disclose any diagnosed medical or learning difficulty conditions to us in advance.
The Music Works reserves the right to refuse service to anyone.
The Music Works reserves the right to exclude any child for any reasonable reason. No refund will be made for lessons/days missed due to this.
The Music Works does not accept liability for personal injury or the death of any person unless directly caused by the proven negligence of the company or its employees.
Terms and conditions are subject to change. Any changes will be communicated to customers in writing via email.

For further information please check our very helpful FAQ. If you have any questions or queries that are still not answered, please get in touch by email or call us, and we will be happy to help!

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