Studio & Cancellation Policies

Studio and Cancellation Policies

1. ENROLLMENT

When you decide to sign up for regular lessons, you will be asked to fill out an enrollment form after you agree to this studio & cancellation policy in order to provide us with your contact information. Student information is never shared with any 3rd parties — it is for internal use only.

The enrollment form does not constitute a contract over any duration of time. Both you and the studio reserve the right to stop regular lessons at any time and for any reason. If you want to stop taking regular lessons, 2-weeks’ notice should be sent in writing via email or text message as a courtesy.

Your signature on the enrollment form means that you have reviewed the RGVS studio and cancellation policies, that you agree to abide by them, and that you agree to have your e-mail added to the studio’s mailing list. If you prefer not to be included on the mailing list, please check the appropriate box on the enrollment form.

2. CANCELLATION POLICY

Please be advised we have a 24 hour cancellation policy for all lessons.

Regardless of circumstances, all lesson rescheduling requests or cancellations must be done in writing by e-mail or text/WhatsApp message. If we don’t respond to your email or text message within 24 hours, it means your message has not been received. Because cancellations and rescheduling requests are subject to the 24 hour policy, we recommend that you e-mail and text/WhatsApp message us to make sure they are received and confirmed in a timely manner.

All lessons cancelled or rescheduled with less than 24 hours’ notice prior to the scheduled lesson start time are considered a “no-show”, and you will be responsible for full payment of the missed lesson. If your lesson is prepaid or part of a 10-pack, your lesson will be forfeited.

If you have 3 consecutive “no-shows”, you will be responsible for full payment of the missed lessons, and/or forfeit any prepaid lessons. You will also be removed from our schedule and informed in writing.

In the exceptional case we need to cancel your lesson the same day it is scheduled to take place, every effort will be made to reach you by email and text/WhatsApp message.

If we notify you of a cancellation due to an emergency within 60 minutes or less of your lesson start time, you will receive a complimentary lesson of the same length as the originally scheduled lesson.

What to do in case of illness:

If you think you may be getting sick the evening before your scheduled lesson day, please notify us in writing by 8 pm. We reserve the right to fill your lesson time with another student on the waiting list, but if this is not possible, you will have the option to cancel your lesson the following morning by 9 am if you wish, at no charge. If you think your illness may be contagious or you’ve had a fever in the last 24 hours, we ask that you not come to your lesson in person.

Same-day cancellations due to illness without prior-evening-notice are always considered a “no-show” and you will be responsible for full payment of the missed lesson. The only exception applies to true emergencies which require immediate medical attention.

What to do in case of a non-medical emergency:

If you have a true emergency situation the day of your lesson and you are unable to come to class, please contact us immediately, and your no-show charge may be waived.

3. SYMPTOMATIC ILLNESS (COLDS, FLU, COVID)

If you are experiencing any respiratory/throat symptoms not attributable to seasonal allergies, or you feel you may be "coming down with something", but have the energy for a voice lesson on lesson day, notify us in the morning so we can move your lesson(s) online until your are symptom-free. Do not come to the studio in person if you have any kind of symptoms.

4. PAYMENTS & 10-PACKS

All lesson payments are due immediately at the conclusion of each lesson.We do not operate on a basis of monthly or term-invoicing. We accept all major credit cards, checks, cash, and touchless payments. In case of returned checks you will be charged an added $30 processing fee per returned check. Zelle payments are preferred using rocio at rgvocalstudio.com as the recipient address; PayPal payments are also accepted and are due immediately after each lesson at www.paypal.me/rocioguitard. If you ask to be invoiced for a lesson or lesson pack via PayPal or Zelle, the payment is due immediately upon receipt of the invoice.

You are welcome to prepay any number of lessons at full price if you are inconvenienced by payments after each lesson. Rescheduling or cancellation of prepaid, full-price lessons with at least 24 hours’ prior notice is allowed in accordance with the cancellation policy.

Weekly students are eligible for a discounted 10-lesson pack in the form of a prepaid card which is kept, signed, and dated by us after each lesson. The following terms apply:

Payment for a 10-pack must be made by the date of the first lesson on the card.
Rescheduling or cancelling of 10-pack lessons with at least 24 hours’ prior notice, in accordance with the cancellation policy, is allowed, but all 10 lessons must be taken within 12 weeks of the date of the first lesson marked on the card. After 12 weeks from the date of the first lesson marked on the card, any unused lessons will be forfeited.
Any lessons rescheduled and/or cancelled with less than 24 hours’ written notice will be forfeited, regardless of the circumstances.
You are allowed one extended absence (2 weeks or more) per 10-pack, in which case your 10-pack’s validity will be automatically extended by the duration of your absence, not to exceed 4 weeks.
If we have a last-minute or planned absence, your 10-pack’s validity will automatically be extended accordingly.
Once your 10-pack has been used, we will hand the signed and dated lesson card to you.
Should you choose to stop lessons before all lessons on your 10-pack have been used, you will forfeit the remaining lessons. Should we choose to stop lessons, you will receive a refund for the remaining lessons.
Siblings and couples residing in the same household may share a 10-pack.

5. COMMUNICATION

All communications regarding lessons (rescheduling requests, cancellations, absence notices, etc.) must be sent directly to your teacher in writing by e-mail or text/WhatsApp message. If we don’t respond to your email or text message within 24 hours, it means your message has not been received. Because rescheduling requests and cancellations are subject to the 24 hour cancellation policy, we recommend that you e-mail and text/WhatsApp message us to make sure they are received in a timely manner.

6. DEVICE & FRAGRANCE POLICY DURING LIVE LESSONS

All smartphones, tablets, smartwatches and similar devices must be put in "do not disturb" mode or switched off during lessons. If you are expecting an important call or message, please notify us at the beginning of the lesson. If you have to take a call or respond to a message during your lesson time, your lesson will still end at the scheduled time.

We will ignore any emails, calls, or text messages we receive during your lesson time. In the exceptional case we should need to respond to an urgent notification during your lesson, your lesson time will be automatically extended. If a notification to us results in having to end your lesson early due to an emergency, you will not be charged for the lesson.

Your lyrics and/or sheet music should be kept in a binder that you bring to each class, unless your device allows for note-taking directly on the digital lyric or music sheets. In this case we ask that you turn off all notifications on your device to avoid interruptions or distractions during class.

Due to the small size of the live lesson room we ask that you please refrain from wearing any type of fragrance (perfume, etc.) to live lessons, as it can irritate the airways of other students.

Standard personal hygiene is expected from all in-person students. If you are coming to your lesson directly after a workout or heavy physical exertion, we ask that you please shower and change prior to your lesson.

7. ATTENDANCE & TARDINESS

Weekly and biweekly students have their lesson time slots specifically reserved for them on a regular basis. The minimum expected attendance for weekly students is 3 times per month, and for biweekly students 3 times every 2 months to guarantee their time slot. Otherwise we reserve the right to offer the slot to another student.

If you arrive late, your lesson will still end at the scheduled time. This loss of time will not be made up at another time.

If a third of the allotted lesson time has elapsed, and you haven’t arrived for your lesson or we haven’t received a message from you, your lesson will be forfeited and you will be responsible for full payment of the lesson.

If you miss your lesson entirely (“no-show”), it will not be rescheduled and you will be responsible for full payment of the missed lesson.

If we are delayed at the scheduled start time of your lesson, you will still have your full lesson. If you need to leave exactly at the originally scheduled end time, you will be offered a discount at time of payment.

8. HOLIDAYS

Prior notice will always be given to you when the studio is closed due to a holiday or special event. Otherwise, please assume that lessons are scheduled as usual. If you wish to reschedule or cancel your lesson due to a holiday, it must done in accordance with the 24-hour cancellation policy.

AGREE & CONTINUE