Your Music Roof Experience
At Music Roof, we are passionate about helping singers of all levels achieve their musical goals and dreams. We offer musical coaching lessons that are tailored to each individual's needs, preferences and aspirations. We use a variety of techniques and explore various genres, to help our students develop their musical skills, confidence and expression. We also provide a supportive, inclusive and friendly environment where our students can learn, grow and have fun.
Our client experience policy outlines how we plan to provide high-quality service and support to our clients throughout their journey with us. Our policy covers the following aspects of client interaction:
- Enquiry and booking
- Payment and confirmation
- Lesson delivery and feedback
- Post-lesson support and follow-up
- Client loyalty and retention
- Culture
- Accessibility
- Improvement
Our policy also provides clear instructions on how clients can contact us for assistance and how we will handle their concerns. Our policy is based on our commitment to meeting client needs and exceeding client expectations. We aim to create a positive and memorable client experience that builds trust, loyalty and satisfaction.
Enquiry and booking
We welcome enquiries from potential and existing clients who are interested in our vocal coaching lessons. We provide various channels and methods for clients to reach out to us, including phone, email, website, social media and in-person. We respond to all enquiries promptly, professionally and courteously. We provide accurate and relevant information about our products and services, such as lesson types, durations, prices, schedules, locations and instructors. We also answer any questions or concerns that clients may have.
Payment and Confirmation
We make the booking process easy and convenient for our clients. We offer flexible and secure payment options, such as cash, card, bank transfer, direct debit and online payment. We send confirmation emails to clients once their bookings are completed. We may also send reminder emails to clients regarding payments. We respect our clients' privacy and confidentiality and we comply with all applicable laws and regulations regarding data protection and security.
Lesson delivery and feedback
We deliver our musical coaching lessons in a professional and engaging manner. We use quality equipment and materials to ensure optimal sound and performance. We customise our lessons to suit each student’s level, style and goals. We provide constructive and positive feedback to our students to help them improve their vocal skills and confidence. We also encourage our students to give us feedback on their lesson experience and satisfaction. We use their feedback to evaluate and improve our products and services.
Post-lesson support and follow-up
We provide ongoing support and follow-up to our students after their lessons. We may send thank you messages to our clients to express our appreciation and gratitude. We make available to our students additional resources and tips to help them practice and enhance their vocal skills. We invite our students to join our online community, where they can interact with other students and instructors, share their progress and achievements, and access exclusive content and offers. We also invite our students to participate in our events and activities, such as workshops, masterclasses, showcases and concerts, where they can showcase their talents, learn from experts and have fun.
Client loyalty and retention
We value our clients and we want to build long-term relationships with them. We offer various incentives and rewards to our loyal and repeat clients, such as discounts, vouchers, freebies and referrals. We also offer various opportunities and pathways for our students to advance their musical careers and aspirations, such as audition preparation, recording sessions, performance opportunities and industry connections. We keep in touch with our students and keep them updated on our latest news, products, services and offers. We also celebrate our students' milestones and achievements and recognise their contributions and feedback.
Our culture
At Music Roof, we are dedicated to fostering a diverse, inclusive, and respectful environment that celebrates individuals from all walks of life. We embrace and value diversity in cultural backgrounds, genders, sexual orientations, abilities, and identities. Our commitment to diversity is reflected in our teaching approach, curriculum, and community engagement efforts. We strive to create a safe and supportive space where every client feels welcomed, accepted, and empowered to pursue their musical aspirations without fear of discrimination or prejudice. By promoting diversity and inclusion, we enrich the learning experience and promote mutual understanding and respect among our clients and instructors.
Accessibility
Music Roof is committed to ensuring equal access to our services and facilities for clients with special needs or disabilities. We understand the importance of accommodating diverse requirements and removing barriers to participation. Our premises are not yet wheelchair accessible, however we endeavour to find ways to become more accessible. Alternatively, we offer flexible lesson formats, including online options, to accommodate clients who may have difficulty attending in-person sessions. Our instructors receive training on inclusive teaching practices and are equipped to provide support and assistance tailored to individual needs. We welcome feedback from clients with disabilities to continually improve our accessibility measures and ensure that everyone can fully participate in and benefit from our music programs.
Contact us
We are always here to help our clients and we welcome their feedback and suggestions. Clients can contact us for any inquiries, issues or complaints through the following channels and methods:
- Email: themusicroof@gmail.com
- Website: www.musicroof.com.au
- In-person: Music Roof, 23 Glenelg St, South Brisbane QLD 4101
We will acknowledge all client contacts within 72 hours and we will aim to resolve all client issues and complaints within 28 business days. We will handle all client contacts with respect, empathy and professionalism. We will listen to our clients, understand their needs and expectations, and provide them with appropriate solutions and outcomes. We will also follow up with our clients to ensure their satisfaction and to prevent recurrence of issues and complaints.
Review and improvement
We review our client experience policy regularly to ensure that it is up to date and effective. We monitor and measure our client experience performance using various indicators and tools, such as feedback surveys, testimonials, reviews, ratings, referrals, retention and revenue. We analyse and report on our client experience results and identify areas for improvement. We implement improvement actions and initiatives to enhance our client experience and to achieve our client experience goals and objectives.
We want your experience at Music Roof to be nothing short of fantastic! If you have any questions, concerns, or just want to learn more about our services, please don't hesitate to reach out to us. We look forward to welcoming you to our musical community and helping you achieve your musical goals!
Website Terms & Conditions
These terms and conditions govern your use of the website operated by Music Roof, a business and its controlled affiliates and subsidiaries (referred to as "Music Roof," "we," "our," or "us"). Please read these terms carefully before using any of our sites.
1. Who we are and how to contact us
This digital platform is owned by Music Roof, a business registered in QLD. You can contact us using the following options:
- Email: themusicroof@gmail.com
- 23 Glenelg St, South Brisbane QLD 4101
2. By using our sites, you accept these terms
By using our sites, you confirm that you accept these terms of use and agree to comply with them. If you do not agree to these terms, you must not use our site. We recommend printing a copy of these terms for future reference.
3. Other terms that apply to you
These terms of use refer to our privacy notice, which also applies to your use of our site and can be found via the website.
4. Changes to these terms
We may amend these terms from time to time. Please check these terms of use whenever you wish to use our sites to ensure you understand the applicable terms and conditions. Your continued access to and use of our sites constitute your acceptance of any such changes.
You are responsible for ensuring that all persons who access our sites through your internet connection are aware of these terms and other applicable terms and conditions, and that they comply with them.
5. Changes to our sites
We may update and make changes to our sites without prior notice. The content on our sites is for general information only, and we make no representations, warranties, or guarantees about its accuracy, completeness, or timeliness.
6. Suspension or withdrawal of our sites
Our sites are made available free of charge, and we do not guarantee uninterrupted or continuous access. We may suspend, withdraw, or restrict the availability of all or any part of our sites for business and operational reasons. We accept no liability for any access issues you may experience.
7. Use of material on our sites
We own or license all intellectual property rights in our sites and the materials published on them. You may use the images and content for personal, non commercial use but must not use them for commercial purposes without obtaining a license. Unauthorised use may violate copyright and trademark laws.
8. Acceptable use and rules of conduct
When using our sites, you must only use them for lawful purposes. You must not:
- Introduce harmful computer code.
- Attempt unauthorised access.
- Restrict or inhibit others' use.
- Modify, reverse engineer, or decompile any part of our sites.
- Remove any copyright or trademark notice.
- Create a database by systematically downloading content.
Additionally, you must not share content that infringes rights, is defamatory, obscene, threatening, or violates any laws.
9. Use of personal information
We will use your personal information as outlined in our Privacy Notice.
10. External links
Our sites may contain links to third-party sites. We have no control over their content, privacy policies, or practices and assume no responsibility for them.
11. Disclaimer of Warranties
We do not guarantee that our sites or content are free of viruses or harmful components. Your use of our sites is at your own risk. We disclaim all warranties, whether express or implied.
12. Limitation of Liability
We are not liable for any damages arising from your use or inability to use our sites. This limitation of liability applies to the fullest extent provided by law.
13. Governing law
These terms and their subject matter are governed by and construed in accordance with the laws of QLD. Disputes will be subject to the exclusive jurisdiction of the courts of QLD.
Effective 01 February 2024
Direct Debit Policy
1. Introduction
This Direct Debit Policy outlines the terms and conditions governing the use of direct debit payments for Music Roof clients. Music Roof utilises the services of "XPlor Debitsuccess" to manage direct debit transactions.
2. Direct Debit Authorisation
2.1 Clients are required to authorise direct debit payments through XPlor Debitsuccess. This authorisation covers both one-off and ongoing payments, as per the agreed fee schedule. Clients will authorise payments by clicking on a button that states: I confirm that I have authority over this bank account, and that it can be operated severally. This means: that you, as the account holder, have the legal right and control over the designated bank account. This includes the ability to independently manage and conduct transactions related to the account without requiring joint approval or shared operation with another party. In essence, you have full autonomy to operate and make decisions concerning your bank account.
2.2 All payments are processed by XPlor Debitsuccess including the policies of XPlor Debitsuccess. Your acceptance of this policy begins when you sign up with XPlor Debitsuccess.
3. Payment Exception Forms
3.1 Guarantor Form:
The Guarantor Form is legally required for any member under the age of 18 who wishes to sign a Debitsuccess contract.
3.2 Payment Variation Form:
The Debitsuccess Payment Variation Form can be used to legally increase the amount, frequency, and/or minimum term of debit payments. Clients must submit this form for any desired changes to their payment plan.
4. Suspension Clause
Music Roof reserves the right to suspend services in the event of non-payment or other breaches of the terms outlined in this policy. Clients will be notified of the suspension, and details regarding the costs associated with reactivation will be provided.
5. Privacy and Payments Compliance
Music Roof adheres to the privacy and payments regulations outlined by state and Commonwealth legislation, including but not limited to the Information Privacy Act 2009 (Qld), the Privacy Act 1988 (Cwlth) and any other applicable laws and regulations in the region. Personal information collected for direct debit purposes will be handled in accordance with these privacy laws and also complies with the rules set out in the Commonwealth legislation as per the Federal Register of Legislation.
6. Confidentiality
All financial and personal information provided by clients for direct debit purposes will be treated with utmost confidentiality. Music Roof and XPlor Debitsuccess will take all necessary measures to protect client data.
7. Contact Information
For any inquiries, clarifications, or assistance regarding direct debit payments, clients can contact DebitSuccess on 1800 148 848.
8. Putting Payments on Hold
8.1 Terms and Conditions for Putting Payments on Hold:
Music Roof understands that clients may face temporary financial hardships or other circumstances that may warrant putting payments on hold. To request a hold on payments, clients must submit a formal request in writing, stating the reasons for the hold and the anticipated duration.
The following standard terms and conditions apply to putting payments on hold:
a. Holds are limited to a maximum period of 2 months.
b. Clients must provide sufficient documentation or evidence justifying the need for the hold.
c. While payments are on hold, services may be temporarily suspended, and clients may not have access to coaching sessions or other Music Roof services.
d. Clients must inform Music Roof of any changes to their financial situation or ability to resume payments before the agreed-upon hold period expires. e. Music Roof reserves the right to deny or approve requests for putting payments on hold at its discretion.
e. After the suspension period has expired, without contact from the client, Music Roof will instruct DebitSuccess to cancel the account.
9. Commitment to Client Collaboration on Payment Solutions
Music Roof is committed to working with our clients to ensure a fair, equitable, transparent, and positive process. If you're facing difficulty with payment, please speak to the Management Team at the earliest occasion, and we will find a way to resolve it.
10. Changes to Terms and Conditions
Music Roof reserves the right to modify or update the terms and conditions of this Direct Debit Policy at any time. Clients are advised to regularly review the terms and conditions on the Music Roof website to ensure they are aware of any changes. Continued use of our services and participation in direct debit payments after such modifications implies acceptance of the updated terms and conditions.
11. Agreement Acceptance
By engaging in Music Roof's services and agreeing to direct debit payments, clients acknowledge that they have read, understood, and accepted the terms outlined in this Direct Debit Policy.
The Music Roof Process for Direct Debit Non-Payment
If your payment doesn't go through on the nominated day, the payment processing company we use, "DebitSuccess," will initiate an overdue process by sending an SMS to your mobile number within the first 24 hours. This message serves as an alert for the non-payment and a request for payment. If no payment is made within 48 hours of the initial attempt, an email will be sent.
The correspondence from DebitSuccess includes a customised link to PayNow, allowing you to make the overdue payment and update your payment method. If you encounter issues with this link or the payment process, please contact customer service at 1800 148 848. DebitSuccess will also apply a $14.95 fee to each dishonoured payment.
The customer service team will strive to update your payment details, bring the account up to date, or schedule a payment for the earliest available date with cleared funds if needed.
If your overdue payment remains uncollected, DebitSuccess will automatically attempt a double debit on the payment anniversary. This involves the failed payment, the regular scheduled payment, and any applicable penalty fees.
Should your payment still not be processed, DebitSuccess will reach out to you via SMS, email, and phone call. You can collaborate with DebitSuccess to apply a catch up payment, exceeding the instalment amount but less than the full overdue amount, to collect some of the overdue funds.
If all attempts to rectify the account or correct debit details over four consecutive cycles prove unsuccessful, a final reminder will be requested, and a letter will be forwarded by email or hard copy, advising you of imminent debt collection action. At this stage, customer service will also implement a direct debit stop on the account.
If there is no response to that correspondence, DebitSuccess will automatically send your debt to a debt collection agency after 10 days. Once this occurs, a $50 admin fee is added to your account, along with a percentage as the agency's fee. This marks the end of DebitSuccess's contract with you, and you will need to contact the debt collection agency to make payments or set up a payment plan. If you choose to close the account at the debt collection stage, recall and debt collection fees will apply.