Terms & Conditions
Updated August 2025
Contact
Your Online Account & Payment Schedule
The Music Works schedules weekly lessons and collects subscription payments through the online platform Opus1. The payment gateway integrated with Opus1 is Stripe; all payment data are encrypted and stored securely by Stripe.
Card information can be updated at any time in your Opus1 account. All payments must be made via Opus1; we do not accept any other method of payment.
All lessons are managed by Orpheus Music Ltd (trading as The Music Works). Your bank statement may therefore show payments to Orpheus Music Ltd.
Payment is collected automatically on the 1st of each calendar month. We reserve the right to move collection to the next working day if the 1st falls on a weekend or public holiday. Payment on the 1st reserves your teacher’s availability; your space is not guaranteed until payment is received.
If payment is declined, Opus1 will automatically attempt collection again during the month until the balance is paid in full. We reserve the right to suspend lessons while fees remain outstanding. A £15 Late Fee may be applied to payments more than 10 days overdue, and lesson slots may be forfeited.
Suspended lessons remain chargeable.
Lessons are supplied on a subscription basis. The monthly fee depends on lesson type (group or one‑to‑one) and location (Music Centres or Partner Schools). Fees are paid in advance for the coming month.
- Music Centres – fees are collected 12 months of the year.
- Partner Schools – fees are collected 11 months (September–July); no payment is taken in August.
A one‑off Sign‑Up Fee is payable per student when first enrolling. This covers onboarding administration and account setup and is non‑refundable.
Tuition fees are reviewed annually and may change.
If you have any issues with payment, please email or call us and we will be happy to help.
Membership
All Locations
Your subscription continues until we receive a completed Cancellation Submission Form. Even where no fee is taken in August for Partner‑School lessons, membership remains active unless cancelled.
Subscribing customers are considered members and benefit from additional Perks such as performance opportunities; these are only available while membership is active. Memberships are not transferable.
You have a 14‑day money‑back guarantee from the date of first payment, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To cancel, submit the form by 21st of the month for cancellation at month‑end. Forms received on or after the 22nd take effect the following month. You may withdraw a cancellation request during the notice period, but your previous lesson day/time cannot be guaranteed.
There are no exceptions to the cancellation period.
Teachers and families may message within Opus1 for tuition matters only. All scheduling or billing queries must be directed to the office. The Music Works may cancel a membership at its discretion; unused, prepaid tuition will be refunded pro‑rata.
Music Centres
Both Haslemere and Milford Centres operate for 43 weeks in the 2025–2026 academic year.
Guildford centre operates for 46 weeks in the 2025–2026 academic year.
All lesson dates are visible in your Opus1 account; please check regularly for updates.
Members may cancel or reschedule lessons via Opus1 only; credits cannot be issued manually by teachers or office staff. Cancellations or changes are allowed up to 24 hours before the lesson.
- A successful cancellation issues a make‑up credit. Make‑up credits:
- Maximum of two active credits (teacher‑absence credits are exempt)
- Valid for 30 days and have no cash value
- May be used with any teacher offering the same lesson type
- Cannot be transferred to siblings or other dependants
- Expire automatically after 30 days or on membership cancellation
- A rescheduled lesson cannot be rescheduled again.
No credit is provided for lessons missed or cancelled with less than 24 hours’ notice.
If a teacher is absent, a teacher‑absence make‑up credit will be added to your account; these do not expire while membership remains active.
We reserve the right to substitute a face‑to‑face lesson with online delivery or a bespoke pre‑recorded video when required.
Due to the nature of group lessons, a weekly group lesson may need to be cancelled if student numbers are too low. Members will be contacted about any cancellation, and we will aim to offer an alternative.
Partner Schools
Partner‑School lessons are delivered in small groups. In exceptional circumstances a one‑to‑one lesson may be offered at school.
When group sizes become low, groups may be amalgamated with another of a similar level, moved, cancelled or combined as needed; members will be informed of these changes.
Each pupil is entitled to one free taster lesson before joining (see section 4). Members receive a Minimum Lesson Guarantee of 33 lessons (including performance opportunities) per academic year if they start in the first teaching week; the figure is pro‑rated for later starters.
Lessons cancelled due to pupil absence, school closure, trips, inset days or other circumstances beyond our control still count towards the Minimum Lesson Guarantee. We will make reasonable efforts to reschedule or provide an alternative (e.g. a bespoke video lesson). Where a lesson falls on a Bank Holiday or INSET day, a pre‑recorded lesson may be supplied.
Showcase performances count towards the Minimum Lesson Guarantee. Group lessons proceed regardless of individual absences; no catch‑up is provided. One‑to‑one lessons missed by the pupil while the teacher is present also count.
If we cannot meet the Minimum Lesson Guarantee despite reasonable efforts, a pro‑rated credit will be applied. Pupils in their final year at school will have their subscription cancelled automatically at year‑end.
Taster Lessons
Music Centres
Customers may book one free taster lesson per student via our online booking system. If your preferred slot is unavailable you may join an automated wait‑list. Please cancel or rearrange promptly if you cannot attend; failure to attend without notice may forfeit the slot. Two no‑shows may result in suspension of further bookings.
Partner School
School‑day lessons are usually group sessions; limited one‑to‑one taster availability changes periodically. Use the Free Music Lesson form on our website to see current options. Interest is recorded on a waiting list until a full group can be formed, then you will be contacted with the event date (exact time may vary with school timetables).
We cannot commit to a specific time when booking the free taster lesson, as school timetables can change on the day.
If we are unable to offer a taster lesson at your school, we will be in touch with alternative options — such as attending a taster at one of our music centres — to help you get started.
Exclusions
Because Choir Club is already offered at the lowest possible price, no free taster lesson is available for this service.
Scheduling
All Locations
In‑school lessons follow Surrey County Council term dates. This allows a theoretical maximum of 38 lessons, though the usual target is 36. The Minimum Lesson Guarantee protects any customer receiving fewer than 33 lessons.
Students commit to a weekly lesson at a fixed day/time; teachers commit to being available then. Students who arrive late may not receive their full lesson time. If a lesson starts late due to teacher lateness, the full duration will be delivered or the schedule adjusted accordingly.
If a teacher is absent, we will add missed time to subsequent lessons, reschedule, substitute a teacher, or issue a teacher‑absence credit as appropriate. Should a teacher leave The Music Works, we will assign a new teacher for the same slot or offer an alternative lesson time.
Force Majeure
We cannot be held liable for cancellations caused by events outside our control (e.g. war, extreme weather, pandemic). We will resume or replace lessons (online or pre‑recorded) as soon as practicable.
Choir Club & Workshops
Separate service‑specific terms apply where not covered above:
- Choir Club is delivered in groups during the school day (sometimes at lunch). A waiting‑list system is used and no free taster is offered. If we do not receive confirmation of a place within 48 hours we may move to the next student on the list.
- Workshops operate first‑come, first‑served via a waiting list. The statutory 14‑day cancellation period applies from payment collection. After this period, fees are non‑refundable once a place has been secured.
From day to day we may need to change workshop activities owing to circumstances beyond our control.
The Music Works reserves the right to exclude any child from a workshop for any reasonable reason. No refund will be made for days missed for any reason.
Safeguarding
Our full Child Protection Policy can be downloaded here.
We have a duty to act if we suspect a child is at risk. Any disclosure or concern is reported to our Designated Safeguarding Lead in line with that policy.
The Music Works supervises students during lessons only; staff and contractors are not responsible for providing care before or after class. Parents/guardians are responsible at all other times while on site.
For the safety of staff and students, reasonable video or audio surveillance may be employed.
General
Orpheus Music Ltd (company number 11674267) trades as The Music Works. Registered address: The Music Works, Rodborough School, Rake Lane, Milford, GU8 5BZ.
From time to time we may introduce new services or qualifications; significant changes will be notified in advance by email.
Subscription fees increase annually on 1. We will give at least 30 days’ notice of any change; you may cancel before the 21st of the month prior to the increase.
Our Privacy Policy is available here.
The Music Works is fully insured for public liability. Vehicles are parked on site at your own risk. We cannot accept responsibility for loss or damage to personal property; students are welcome to use centre equipment if preferred.
You must inform us of any medical condition or injury that may affect lessons and refrain from attending with a contagious illness.
Food and drink are not permitted in teaching rooms. Wilful damage will be charged for. We reserve the right to refuse service or exclude a pupil for reasonable cause.
We do not accept liability for personal injury or death unless caused by proven negligence of the company or its employees.
These Terms & Conditions may change; customers will be informed by email when updates occur. For more information please consult our FAQ or contact us.