If a class is missed, by you or the instructor

If you miss a one-to-one music lesson, it is charged in full and we cannot rebook it. If you miss a batch class, write to us and we send you the class recording and the notes. If your instructor misses a class, we give you a free replacement class at a time that suits you.

If you miss a one-to-one lesson

A lesson you do not turn up to is charged in full, with no refund or rebooking. If you join late, you do not get extra time, and the lesson ends at the booked time.

Your place in your course stays the same (browse our courses to see how each one is laid out). A topic stays open until your instructor closes it, so you pick up the topic at your next session (see Book more lessons on the same topic).

If you know in advance that you cannot make it, give us 48 hours' notice and we move the lesson at no cost. See Reschedule or cancel a lesson.

If you miss a batch class

The group moves on to the next topic. Write to [email protected] and we send you the class recording, plus the notes and practice task for that class, so you can catch up before the next one. You cannot swap into another batch's class. Recordings are covered in Watch your class recordings.

If your instructor misses a class

1. Wait in the class room for 15 minutes after the start time. After 15 minutes, the class counts as missed by the instructor.
2. Email [email protected] with the course, the date and time, and your order number.
3. We arrange a free replacement class at a time that suits you.

If this does not work

If you could not join because of a sound, video or connection problem, tell us that in your email. We reply within one working day. For help with the class room itself, see Fix sound or video problems during a class, or browse the academy for how lessons work.