1. Missed Lessons

4a. Individual lessons (see 4b. for Group lessons/classes) –4.a.i. If the pupil is unable to attend a lesson please let M&MA know at the earliest time possible, either by email to [email protected] or by text to 07818 559309.The pupil/guardian’s are also welcome to make direct contact with our tutors.4.a.ii. Where less than 48 hours’ notice is given for missing a lesson, no catch-up lesson or credit will be given. This lesson is considered forfeited. 4.a.iii. Exceptions will be given for extenuating circumstances such as –

• An emergency that they are involved in or that they must attend.
• A major illness or injury, which requires immediate medical attention.
• An unexpected loss in the family or of close relation or pet.
• A vehicle breakdown whilst on the journey to their lesson.

4.a.iv. The following are NOT considered exceptional circumstances-

• Forgetting to attend the lesson.
• Minor sickness / illness. Please note: COVID is no longer considered a HCID and therefore does not count as a major illness.
• Being stuck in traffic.
• A spontaneous holiday.
• A school event or another extra curricular activity event.
• An event such as a music gig, sports match, cinema viewing etc.

4.a.v. In the event that the pupil/guardian provide M&MA with more than 48 hours notice of a cancellation –

• M&MA will do their utmost to accommodate the pupil with an alternate slot within a week of their lesson. If this is not possible, a make-up credit will be applied to the pupils account.
• If notice is given well in advance (before the 1st of the month where the next payment is due) for personal commitments (such as a holiday), the payee may adjust their payment to match the remaining lessons that month only with text/email agreement with M&MA.

4.a.vi. It is only by managerial discretion that customer credit is placed on a pupil’s account to the value of a missed lesson. Customer credit is not transferable for money but we will endeavour to use the credit at the earliest convenience – usually by the next month’s fees.4.a.vii. If the pupil gains more than 4 credits over time, M&MA may offer that the pupil can forgo one calendar monthly payment, to use these credits. The amount of lessons available during that month must equal the amount of credits to be used (i.e 5 lessons during a calendar month would use 5 credits).4.a.viii. This MUST be discussed between both parties before cancelling any payments. Any payments cancelled without M&MA’s prior consent will result in a 50% fee.4.a.ix. In the event of a tutor’s absence, the pupil will either receive a refund (or customer credit) or a new time slot for that lesson, whichever is more suitable.4.a.x. Ongoing absences – If the pupil will be absent for more than three weeks because of medical reasons, a credit or refund may be given, at the discretion of M&MA management.