Before commencing at Voicehouse we ask that you please read these Terms and Conditions carefully as they govern your use of our services (which includes all our programs, website and social media platforms). By accessing or using these you agree to comply with these terms. If you do not agree, please refrain from using our services.

DEFINITIONS

Cancel: To annul, revoke, or make something no longer valid or effective; to terminate a scheduled lesson.

Customer: An individual or organisation that purchases services from the service provider.

Forfeit: To lose or be deprived of something as a penalty for some fault, offense, or failure to fulfill an obligation.

Pause: To temporarily stop or suspend lessons, with the intention of resuming later.

Reschedule: To arrange for the scheduled lesson to take place at a different time or date than originally planned.

Services: Provided by the service provider to the customer, involving one or more offerings.

Service Provider: Offers services to customers for a fee.

Student: An individual who is engaged in learning through educational programs.

Vocal Coach: Is a professional who specialises in training and guiding singers to improve their vocal technique, voice quality, pitch, tone, and overall vocal performance. They help individuals develop their voice, prevent strain or damage, and achieve their desired sound or style.

Memberships

Off Peak (Before 5 pm)

Peak (After 5 pm)

Student (Anytime)

Packages

Off Peak 12 Weeks

Peak 12 Weeks

Student 8 Weeks

Programs

Drop-in Choir 1 Session

Drop-in Choir 6 Weeks

Drop-in Choir 12 Weeks

Vocal Collective 14 Weeks

Casual Sessions

1 Session

4 Pack Sessions

1. Customer Relations

· At Voicehouse we believe that building and maintaining strong relationships with our customers is essential to delivering exceptional service. We value open communication, trust, and mutual respect, and are committed to understanding and meeting our customers' needs. Your satisfaction is our top priority, and we strive to create a positive and lasting experience for every customer.

· Voicehouse are available to assist customers with any inquiries or issues related to your purchase order.

· Students can contact us via phone 08 7226 8395 (and leave a message), email at [email protected] or contact your Vocal Coach via email.

· Voicehouse Coaches attempt to have all lessons running on-time, but please understand that there can be occasional delays.

· Voicehouse ask that Students make every effort to be on time for all lessons, please contact us if you will be arriving late. Unfortunately, if you are running late, we can only provide you with your remaining lesson time and no time thereafter to allow your coaches lessons to continue as scheduled. This applies to lessons that are in studio and online.

· Students must provide notification of lesson absences via a phone call and message left or email. Messages via social media or text unfortunately cannot be accepted.

· If more than three (3) lessons in a row are missed, your usual time may be given to another student, and you may have to re-book at another available time and possibly with another coach.

· If your usual coach is away, Voicehouse reserves the right to schedule a relief-coach in their place or re-arrange your lesson(s) to another suitable time, with notice. Should you wish to reschedule your lesson, we cannot guarantee that your rescheduled session will be with your usual coach.

· All Memberships, Packages and Programs cannot be paused or cancelled due to a coach’s absence. Voicehouse will push out the next payment date to accommodate for the lost lesson.

2. Services and Payments

· All services are subject to acceptance by Voicehouse.

· Prices for services are displayed on our website and may be subject to change without notice.

· Payment must be made in full before lessons are held.

· Once-off and recurring payments are non-refundable.

· Sufficient funds for payments should be available to avoid delays in processing.

· No refunds will be given once payment has been received.

3. Payment Guidelines for Direct Debit

· A direct debit payment means you authorise Voicehouse to withdraw the agreed amount from your nominated bank account on the specified payment date.

· It is the customer’s responsibility to ensure that sufficient funds are available in the account to cover the payment on the due date.

· Any fees incurred due to insufficient funds will be the responsibility of the customer.

· Customers must provide accurate account details at the time of purchase. Voicehouse is not liable for errors resulting from incorrect account information.

· A confirmation of your direct debit payment arrangement is signed by the customer on purchase, and you will receive a copy.

4. Payment

· Services are billed automatically every 28-days via Stripe the week before the date of your first lesson.

· When signing up for a direct debit payment, you agree to a minimum of one (1) instalment to be debited from your specified account before the cancellation of your payments or membership is possible.

· When beginning a direct debit membership with Voicehouse, your first payment will be charged at an introductory reduced subscription price. This is price is a once off use only and cannot be utilised in future purchases. This reduced price is not available to returning customers.

· All subsequent 28-day payments will be charged at full Membership and Package pricing without warning.

· Sufficient funds for instalments should be available to avoid delays in processing.

· There will be an automatic AU$20.00 late payment fee charged to your account if after two attempts the payment is declined. Please make note of your payment dates in advance and ensure you have sufficient funds in your account.

· Voicehouse is closed on Australian Public Holidays, if your lesson falls on a public holiday your lessons (in studio or online) will not occur. Your direct debit payment will be extended by one (1) week which you will be notified in advance of this change.

· Lesson times are subject to change with notice and remaining lessons will not be refunded if your current timeslot needs to be rearranged. However, we will do our absolute best to find you another suitable day and time should this affect your lessons.

· Membership and Package lessons purchased but not utilised due to pausing or cancellation have an expiry date of six (6) months from the date of your last used lesson. After this period, any remaining lessons will be forfeited, and no refunds will be issued.

· Casual Session and Programs have specific expiry dates as specified at the time of purchase.

5. Concessions

· To be eligible for the Student Membership individuals must present a valid concession card issued by an accredited educational institution, such as a registered university, TAFE (Technical and Further Education) college, or secondary school recognised by the Australian government.

· The Student Memberships are only available to full-time students and must be verified at the time of purchase. Students will be required to show appropriate identification as evidence of their status.

· The student discount cannot be combined with any other offers or promotions and is subject to availability.

6. Cancelling Payments

· You can cancel your direct debit instalments, by giving a minimum of seven (7) days’ notice before your next scheduled payment. This must be done in writing via email.

· If less than seven (7) days’ notice is given, a late cancellation fee of AU$50.00 will be charged. This also applies to cancellations made after a scheduled payment has defaulted.

· Your direct debit payment option will be revoked if there is a default on more than three (3) consecutive payments for lessons. If your payment defaults on more than three (3) occurrences, the only payment options available to you moving forward will be a Casual Sessions.

· Payment needs to be received prior to the next scheduled lesson in order for your lessons to continue.

· Your lessons will be suspended if your outstanding instalment is not received within 72 hours from when it has been declined.

· Voicehouse reserves the right to cancel any order at our discretion, including but not limited to instances of pricing errors or service unavailability. In such cases, a full refund will be provided.

7. Refunds

· All Memberships, Packages, Programs and Casual Sessions are non-refundable.

· Lesson times will not be held for more than 48 hours if payment has not been made.

· Please choose carefully, as all lessons are non-refundable. If choosing to withdraw before the completion of a Casual Session, Membership or Package you will still be charged in-full for all of the lessons you have used, not used and/or forfeited.

8. Cancelled Lessons

· Before cancelling your lesson, please consider the option of an online lesson if you can’t make it into the studio.

· If you require to cancel your lesson, please notify us by contacting us either by phone or email.

· Cancelling a lesson (or a forfeit) refers to sessions that have been officially terminated and will not take place at the request of the customer. Once a lesson is cancelled, it cannot be rescheduled, and any associated fees will not be refunded.

· Lessons cancelled with more-than eight (8) hours’ notice can be rescheduled once within four (4) weeks.

· Lessons cancelled with less-than eight (8) hours’ notice will incur a full-lesson forfeit.

· If a session is cancelled by Voicehouse then a lesson reschedule may be offered or a decision will be made to push out the next payment date.

9. Rescheduled Lessons

· Rescheduled lessons can be moved to a later date or time at the request of the customer or service provider.

· To be eligible to reschedule your lesson, you need to give more-than 8 (eight) hours’ notice by contacting Voicehouse either by phone or email.

· Students are allowed a maximum of one (1) reschedule per four (4) weeks. All rescheduled lessons are final and cannot be re-scheduled again. In the event you cannot attend your agreed upon reschedule session, you will incur a full lesson forfeit.

· Reschedules need to be negotiated with your Coach based on their lesson availability and need to be utilised within a two (2) week period. If the reschedule cannot be utilised within the two (2) weeks than the lesson will be forfeited.

· Memberships, Packages and Casual Sessons can be rescheduled anytime with the exception of Off-Peak Memberships.

· Students will be notified of the new date and time, and all terms regarding the original lesson will remain applicable to the rescheduled session.

10. Pausing Lessons

· Pausing lessons refers to temporarily halting scheduled sessions for a specified period, allowing students to resume their lessons at a later date.

· Pausing allows students to maintain their lesson day, time and vocal coach on return to lessons following a pause.

· The maximum allowable pause period is up to three (3) months, otherwise you will need to cancel your Membership or Package.

· During the pause, customers are not billed for lessons, and any remaining sessions will be carried over once the lessons are resumed.

· You can pause lessons if you are on a Membership or Package anytime, by giving a minimum of seven (7) days’ notice before your next scheduled lesson. A return to lesson date must be stated when making the request in writing via email.

· The first four (4) lessons of a Membership or Package must be used within 30 days from the initial lesson booking date and cannot be paused.

11. Online Lessons

· Online lessons are always an option for students who are unable to attend their in-studio lesson.

· A minimum of two (2) hours’ notice is required to transfer any in-studio lesson to an online format.

· Less than two (2) hours’ notice will incur a full-lesson forfeit unless the lesson can still be attended in-person.

· If a lesson cannot be completed due to internet connection issues, Voicehouse will re-schedule the remainder of that lesson once only within a 48-hour period. Although we understand that these things are sometimes unpredictable, Voicehouse has a high-quality internet connection, therefore it is up to you to change your location/update your connection for your re-scheduled lesson.

12. Health and Wellbeing

· By attending in-studio lessons, the customer acknowledges and agrees to the following:

- The customer is responsible for ensuring they are in good health and free from any contagious illnesses or symptoms (such as COVID, fever, cough, sore throat, or other relevant symptoms) at the time of the session.

- If the customer feels unwell or exhibits any symptoms of illness, they agree to forfeit or reschedule their lesson to prevent the risk of spreading illness to others.

- The customer understands that attending when unwell may pose health risks and may lead to the cancellation or rescheduling of the session.

- Voicehouse reserves the right to refuse or ask the customer to leave if they appear unwell during the session to ensure the safety and well-being of all participants.

· Voicehouse will not accept responsibility for any injuries sustained during lesson, on-site for a performance or whilst on the premises.

· In the case of a serious accident, the enrolled customer will be transported straight to hospital. All costs involved will be payable by Voicehouse’s insurance. Voicehouse hereby indemnify and hold harmless Voicehouse and its staff, in regard to any injuries that may occur during class participation or my time on the premises.

· Should you be absent due to illness for more than two (2) weeks and your rescheduling period lapse, Voicehouse will require a current Medical Certificate to honour your expired lessons.

13. Child Safe Environment

· Voicehouse is committed to providing a safe environment to all children and young people. Our policy complies with the Children and Young People (Safety) Act 2017, the Child Safety (Prohibited Persons) Act 2016 and aligns with the National Principles for Child Safe Organisations.

· We value and respect children and young people and welcome them regardless of their abilities, sex, gender, or social economic or cultural background. Bullying and harassment won’t be tolerated.

14. Performances

· Voicehouse offers all enrolled students the opportunity to be part of the Performance Pathway Program. This involvement to perform is not compulsory and is the individual’s choice.

· A Performers Registration Fee is charged for participation as a soloist or group participant in any type of Voicehouse organised performance. Fees may vary and you will be notified of these in advance of choosing to participate.

· If choosing to withdraw from a performance after the payment due date, no-refunds will be issued but can be re-issued for the next performance.

· Ticket prices may apply to attend performances and will also vary for each performance. Please note that all tickets purchased to Voicehouse performance are non-refundable.

15. Photography and Videography

· You will agree to give permission for any photographs and videos of yourself or your child’s performance(s) to be displayed in promotional materials such as brochures, websites, social media pages, YouTube videos and anything else with the Voicehouse name attached to it only.

· Please notify in writing to Voicehouse if you object to the use of your image.

16. Intellectual Property Rights

· All intellectual property rights, including but not limited to trademarks, copyrights, logos, designs, content, and materials provided by or used in connection with our services, are owned by or licensed to Voicehouse.

· Customers are granted a limited, non-exclusive, non-transferable license to use such materials solely for personal use in connection with the services provided. Any other use, reproduction, distribution, or modification of our intellectual property without prior written consent is strictly prohibited.

· All rights not expressly granted are reserved. Unauthorised use of any intellectual property may result in legal action.

17. Limitation of Liability

· To the maximum extent permitted by law, Voicehouse shall not be liable for any direct, indirect, incidental, consequential, or punitive damages arising out of or related to the use of our services or products, including but not limited to personal injury, loss of profits, or data loss.

· Our liability is limited to the amount paid by the customer for the relevant services or products. We do not accept responsibility for any damages or losses resulting from events beyond our control.

18. Complaints and Discpute Resolution

· We are committed to providing the highest level of service to our customers. If you have any concerns, issues, or complaints regarding our services or products, please contact us at [email protected].

· We will acknowledge receipt of your complaint promptly and aim to resolve it as quickly as possible. Your feedback is important to us and helps us improve our services.

· Any disputes arising from or related to these Terms and Conditions shall be resolved through good-faith negotiations.

· If a resolution cannot be reached, disputes will be subject to binding arbitration in accordance with the laws of South Australia and the decision of the arbitrator shall be final and binding.

· Customers agree to waive their right to pursue claims in court unless otherwise required by law.

19. Privacy and Data Protection

· We are committed to protecting your privacy and handling your personal data in accordance with applicable data protection laws.

· Our Privacy Policy explains how we collect, use, store, and protect your personal information. By using our services, you consent to our collection and processing of your data as described in our Privacy Policy. We implement appropriate security measures to safeguard your personal information but cannot guarantee absolute security.

20. Governing Laws

· These Terms and Conditions shall be governed by and construed in accordance with the laws of South Australia. Any disputes arising out of or relating to these terms shall be subject to the exclusive jurisdiction of the courts located in South Australia.

21. Changes to Terms

· Voicehouse reserves the right to modify these Terms and Conditions at any time.

· Changes will be posted on our website, and your continued use of our services constitutes acceptance of the new terms.

Current as of 1 August 2025