Your Music Roof Experience
At Music Roof, we are passionate about helping singers and musicians of all levels work towards their musical goals.
Our coaching is tailored to each student’s individual needs, preferences and goals. Music Roof coaches use different approaches across a range of musical styles to help students develop their skills, confidence and expression.
We aim to provide a supportive, inclusive and friendly environment where students can learn, develop and enjoy music.
Our client experience covers:
Enquiry and booking
Payment and confirmation
Payment holds and cancellations
Lesson delivery and feedback
Post-lesson support and follow-up
Client loyalty and retention
Our culture
Accessibility
Contact and complaints
Review and improvement
Enquiry and Booking
We welcome enquiries from new and existing clients interested in Music Roof coaching and services.
Clients can contact Music Roof by email, through the website, WhatsApp, social media or in person.
We aim to provide clear and accurate information about our services, including available coaching, lesson duration, current fees, schedules, locations and coaches.
We also welcome questions from clients who need help deciding which Music Roof service or coach is suitable for them.
Payment and Confirmation
Music Roof accepts cash, bank transfer, direct debit and other non-card payment methods made available by Music Roof.
Ongoing direct debit payments are managed through Xplor DebitSuccess.
Students using DebitSuccess are required to complete the relevant DebitSuccess authorisation and agree to the applicable DebitSuccess terms.
Music Roof does not accept card payments directly.
Payment arrangements and applicable fees will be communicated before or when coaching begins.
Payment Hold and Cancellation Notice
Students must provide at least two weeks’ notice before the date they wish to cancel an ongoing coaching arrangement or request a payment hold.
The two-week notice period relates to cancellation of the ongoing coaching arrangement. It is separate from the notice required to reschedule an individual lesson.
If the required notice is not provided, the student remains responsible for payments falling due during the applicable notice period.
Payment holds are subject to the additional requirements set out in the Direct Debit Policy below.
Rescheduling Individual Lessons
Students who need to reschedule an individual lesson must provide their coach with more than 24 hours’ notice.
Where more than 24 hours’ notice is provided, the coach and student will arrange another suitable lesson time.
Lessons cancelled with less than 24 hours’ notice are forfeited.
A lesson is also forfeited where a student does not attend the scheduled lesson without providing the required notice.
A make-up lesson is not available for a forfeited lesson.
Cancellation by Music Roof or a Coach
If Music Roof or a coach needs to cancel a scheduled lesson, another suitable lesson time will be arranged with the student.
Lesson Delivery and Feedback
Music Roof provides coaching based on the individual student’s level, goals and areas of development.
Coaches provide practical and constructive feedback throughout the coaching relationship to help students develop their skills and confidence.
Students are also encouraged to provide feedback about their lessons and overall Music Roof experience.
Music Roof uses client feedback to identify ways to improve its coaching and services.
Post-Lesson Support and Follow-Up
Music Roof provides ongoing support to students throughout their coaching relationship.
This can include resources, practice suggestions, feedback and information relevant to the areas being worked on with the student.
Students can also be invited to participate in Music Roof activities and opportunities including workshops, showcases, performances and other events.
Availability, eligibility and any additional costs connected with these opportunities will be communicated separately.
Client Loyalty and Retention
Music Roof values long-term relationships with its students and clients.
From time to time, Music Roof offers incentives or benefits to returning and ongoing clients, including discounts, vouchers, referral benefits or other offers.
Music Roof also provides opportunities that support students who want to develop further within music, including performance opportunities, recording-related development, audition preparation and connections with relevant parts of the music community where appropriate.
Offers and opportunities vary and are subject to availability and any terms communicated at the time.
Our Culture
Music Roof is committed to maintaining a diverse, inclusive and respectful environment.
We welcome people from different cultural backgrounds, genders, sexual orientations, abilities and identities.
Music Roof does not tolerate discrimination, harassment, bullying or behaviour that makes another person feel unsafe or unwelcome.
Students, coaches, staff and visitors are expected to treat each other with respect.
We aim to provide an environment where people can develop their musical skills, express themselves and participate with confidence.
Accessibility
Music Roof is committed to making its services as accessible as reasonably possible.
Our physical premises are not currently fully wheelchair accessible.
We recognise this limitation and encourage clients with accessibility requirements to contact Music Roof so available options and reasonable adjustments can be discussed.
Online coaching can also be available where attending a studio is not suitable.
We welcome feedback about accessibility and will continue to consider practical ways to improve access to Music Roof services.
Contact Us
Clients can contact Music Roof with questions, feedback, concerns or complaints through:
Email: info@musicroof.com.au
Website: www.musicroof.com.au
WhatsApp: +61 415 569 413
In person:
Music Roof
44 Montague Street
South Brisbane QLD
Music Roof will aim to acknowledge client enquiries or complaints within 72 hours.
Where a matter requires further investigation or resolution, Music Roof will aim to resolve it within 28 business days where reasonably possible.
Clients will be treated respectfully and given an opportunity to explain their concern.
Review and Improvement
Music Roof reviews its services, policies and client experience regularly.
Feedback, client experiences and operational information are used to identify areas where Music Roof can improve its coaching, communication and services.
Music Roof can update its policies and procedures where changes are required to improve services, reflect business operations or meet legal requirements.
Website Terms & Conditions
1. About These Terms
These Website Terms & Conditions govern use of the Music Roof website and other online platforms operated by Music Roof.
By accessing or using a Music Roof website, you agree to these terms.
If you do not agree with these terms, you should stop using the website.
2. Who We Are and How to Contact Us
Music Roof is a business registered in Queensland, Australia.
You can contact Music Roof at:
Email: info@musicroof.com.au
Website: www.musicroof.com.au
Business address:
44 Montague Street
South Brisbane QLD
WhatsApp: +61 415 569 413
3. Other Terms and Policies
Other policies published by Music Roof can also apply to your use of Music Roof services, including these client Terms & Conditions and any applicable privacy information.
Where a third-party provider is used, including DebitSuccess, the provider’s own terms can also apply to the services it provides.
4. Changes to These Terms
Music Roof can update these Website Terms & Conditions from time to time.
The current version will be published on the Music Roof website.
Changes will apply from the date stated in the updated terms or from the date they are published where no separate date is specified.
Nothing in this section limits rights that cannot legally be excluded or modified.
5. Changes to the Website
Music Roof can update, change or remove website content as its services and business operations change.
Music Roof aims to keep information accurate and current but website content is provided for general information and can change.
Current fees, schedules, availability or other service details should be confirmed where necessary before relying on them.
6. Website Availability
Music Roof does not guarantee that its website will always be available without interruption.
Access can be restricted or interrupted because of maintenance, technical problems or other circumstances outside Music Roof’s reasonable control.
7. Intellectual Property
Unless otherwise stated, Music Roof owns or has permission to use the intellectual property contained on its website, including text, branding, photographs, graphics and other content.
Website content can be viewed and used for personal, non-commercial purposes.
Content must not be copied, reproduced, republished or commercially used without permission from Music Roof or the relevant rights holder where permission is required.
Nothing in these terms prevents use that is permitted by law.
8. Acceptable Use
The Music Roof website must only be used for lawful purposes.
Users must not knowingly:
introduce viruses, malicious software or other harmful computer code;
attempt to gain unauthorised access to the website or associated systems;
deliberately interfere with the operation or security of the website;
systematically download or extract website content to create a database without permission;
use Music Roof content in a way that infringes intellectual property or other legal rights; or
submit or distribute unlawful, threatening, defamatory, discriminatory or otherwise prohibited material through Music Roof platforms.
9. Personal Information and Privacy
Music Roof handles personal information responsibly and uses information for purposes connected with operating the business and providing its services.
Where the Privacy Act 1988 (Cth) applies to Music Roof or to a particular activity, Music Roof will comply with the obligations that apply under that Act.
Music Roof will also comply with any other privacy requirements that apply to its activities.
Information supplied directly to third-party providers is also subject to the privacy terms of those providers.
10. External Links and Third-Party Services
Music Roof websites can contain links to third-party websites, platforms or services.
Those services are operated independently of Music Roof.
Music Roof is not responsible for third-party content, availability, policies or practices except to the extent responsibility cannot legally be excluded.
Clients should review the terms and privacy information of a third-party service before using it.
11. Website Information
Music Roof takes reasonable steps to keep its website information accurate.
Some information can become outdated because fees, timetables, coaches, services, events or availability change over time.
Clients should contact Music Roof where confirmation of current information is important.
12. Australian Consumer Law
Nothing in these Terms & Conditions excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law or other applicable legislation.
Where the Australian Consumer Law applies, Music Roof services are provided subject to those statutory rights and guarantees.
13. Limitation of Liability
To the extent permitted by law, Music Roof is not responsible for loss or damage caused by circumstances outside its reasonable control or by a person relying on general website information without obtaining confirmation where the information is subject to change.
Nothing in these terms excludes or limits liability where doing so would be unlawful.
14. Governing Law
These terms are governed by the laws applicable in Queensland, Australia.
Where Music Roof provides services in another Australian state or territory, including Victoria, any mandatory laws and consumer protections applying in that jurisdiction continue to apply.
Nothing in these terms excludes rights available under Commonwealth, state or territory law that cannot legally be excluded.
Effective 01 September 2026
Direct Debit Policy
1. Introduction
This Direct Debit Policy outlines the conditions applying to direct debit payments used by Music Roof clients.
Music Roof uses Xplor DebitSuccess to manage direct debit transactions.
Clients using DebitSuccess are also bound by the applicable DebitSuccess contract, payment authorisation and terms.
2. Direct Debit Authorisation
2.1
Clients using direct debit must complete the required DebitSuccess authorisation.
The account holder must have the authority required by DebitSuccess to nominate and operate the bank account used for the direct debit arrangement.
2.2
DebitSuccess processes payments under the terms of the client’s DebitSuccess agreement.
A client’s acceptance of the DebitSuccess agreement occurs as part of setting up their direct debit arrangement.
3. Payment Forms and Account Requirements
3.1 Guarantor Form
DebitSuccess requires a guarantor form where a client under 18 enters into a DebitSuccess payment arrangement.
The required form must be completed in accordance with DebitSuccess requirements.
3.2 Payment Variation
Where DebitSuccess requires a Payment Variation Form or another authorisation to change the amount, frequency, minimum term or other part of an existing payment arrangement, the required process must be completed before the change takes effect.
4. Ongoing Coaching Cancellation
Clients must provide at least two weeks’ notice before the date they wish to end an ongoing coaching arrangement.
Clients remain responsible for payments due during the required notice period.
Where an ongoing coaching arrangement is paid through DebitSuccess, the client must contact DebitSuccess on 1800 148 848 regarding cancellation of the direct debit arrangement.
Cancelling an ongoing coaching arrangement is separate from rescheduling an individual coaching session.
5. Individual Lesson Cancellations
Students who need to reschedule an individual lesson must provide their coach with more than 24 hours’ notice.
Where the required notice is provided, the coach and student will arrange another suitable lesson time.
Lessons cancelled with less than 24 hours’ notice are forfeited.
Missed lessons where the required notice was not provided are also forfeited.
6. Suspension for Non-Payment
Music Roof can suspend coaching services where payments remain overdue or where a client does not meet their agreed payment obligations.
Any suspension will be managed reasonably and subject to applicable law.
Payment recovery, dishonour fees and related DebitSuccess processes are governed by the client’s DebitSuccess agreement.
7. Putting Payments on Hold
7.1 Requesting a Hold
Music Roof understands that clients can experience temporary financial hardship or other circumstances that require a temporary break from coaching.
Clients requesting a payment hold must submit the request to Music Roof in writing.
The request must state:
the reason for the hold; and
the expected length of the hold.
At least two weeks’ notice must be provided before the requested hold start date.
7.2 Hold Conditions
The following conditions apply:
a. Payment holds are limited to a maximum period of two months.
b. Music Roof can request reasonable supporting documentation or information relating to the circumstances requiring the hold.
c. Coaching sessions and access to associated Music Roof services are suspended during the approved hold period.
d. Clients must advise Music Roof of any relevant change in their circumstances or ability to resume payments before the approved hold period ends.
e. Payment hold requests are subject to Music Roof approval.
f. If the approved hold period expires and the client has not contacted Music Roof, Music Roof can instruct DebitSuccess to cancel the account.
8. Failed or Overdue Payments
Failed payments, dishonour charges, payment recovery procedures, catch-up payments, debt collection procedures and any other DebitSuccess fees are governed by the client’s agreement with DebitSuccess.
Music Roof does not separately set DebitSuccess dishonour or debt recovery charges.
Clients experiencing a failed or overdue DebitSuccess payment should contact DebitSuccess directly.
DebitSuccess customer service: 1800 148 848.
9. Privacy and Payment Information
Music Roof will handle personal information connected with direct debit arrangements responsibly and in accordance with any privacy laws applying to Music Roof.
DebitSuccess is responsible for the payment and personal information it collects and processes under its own terms and privacy obligations.
Music Roof will not publish or disclose a client’s financial information except where required for the administration of the payment arrangement, authorised by the client or otherwise permitted or required by law.
10. Confidentiality
Music Roof will take reasonable steps to protect financial and personal information provided to it in connection with client payment arrangements.
Information processed directly by DebitSuccess is managed under DebitSuccess’s own security, privacy and contractual requirements.
11. Contacting DebitSuccess
For questions, changes or assistance relating specifically to a DebitSuccess direct debit account, contact:
DebitSuccess
Phone: 1800 148 848
12. Commitment to Client Payment Solutions
Music Roof encourages clients experiencing payment difficulties to raise the issue as early as possible.
Where appropriate, Music Roof will discuss available options with the client while maintaining the requirements of this policy and the client’s DebitSuccess agreement.
13. Changes to the Direct Debit Policy
Music Roof can update this Direct Debit Policy when required.
The current version will be published on the Music Roof website.
Where a change materially affects an existing client’s ongoing payment arrangement, Music Roof will provide reasonable notice before the change takes effect where required.
Changes remain subject to applicable consumer law and the terms governing the client’s DebitSuccess arrangement.
14. Acceptance
By using Music Roof services and establishing a DebitSuccess payment arrangement, clients acknowledge that the Music Roof Direct Debit Policy and the relevant DebitSuccess terms apply to that payment arrangement.
Nothing in this policy excludes any legal right or consumer protection that cannot legally be excluded.
Contact for Lessons
Email: info@musicroof.com.au
WhatsApp: +61 415 569 413
Website: www.musicroof.com.au
For DebitSuccess account and direct debit enquiries:
DebitSuccess: 1800 148 848