Thank you for choosing Maestro At Home. These terms and conditions are designed to provide a fair, reliable and professional system for students, parents and teachers while maintaining consistent lesson schedules.
1. Lesson Bookings and Payment
Regular lessons are booked and paid monthly in advance.
Students attending once a week will normally book 4 sessions at a time, while students attending twice a week will normally book 8 sessions at a time.
The next package must be paid before the new package begins in order to secure the student's regular day and time.
If payment is delayed, Maestro At Home cannot guarantee that the regular slot will remain available and may offer it to another student.
There is no minimum long-term commitment. Parents may discontinue regular lessons by giving at least 7 days' notice.
Once a lesson package has been booked and paid, the payment is non-refundable. Eligible remaining lessons may be used, credited or transferred according to this policy.
Any bank transfer fees, card processing charges, currency conversion fees or other transaction costs are the responsibility of the parent. Maestro At Home must receive the full amount due.
All official lesson payments must be made through the payment method provided by Maestro At Home. Payments made directly to a teacher will not be recognized as official payment toward a Maestro At Home package.
Any payment dispute, chargeback or payment reversal will be reviewed case by case.
2. Cancellation Policy
Parents must provide at least 6 hours' notice when cancelling or changing a scheduled lesson.
If at least 6 hours' notice is provided, the lesson will be credited for future use.
If less than 6 hours' notice is provided, the lesson will normally be counted as taken and no credit will be given.
The same 6-hour policy applies to cancellations because of sickness, school examinations, school events, birthdays, family events and other personal commitments.
Genuine emergencies such as accidents, hospitalization or serious family emergencies may be considered case by case.
Other exceptional last-minute situations may also be reviewed by Maestro At Home case by case.
If the teacher has already started travelling to the student's location, the lesson will be counted as taken if the parent subsequently cancels.
3. Lesson Credits
A properly cancelled lesson will become a lesson credit.
Credits are normally valid for 60 days from the original cancellation date.
To arrange a credited/make-up lesson, parents must contact Maestro At Home. Make-up lessons are subject to teacher availability.
Credited lessons remain separate from the student's regular monthly package. The normal monthly package must still be paid in advance to maintain the student's regular schedule.
There is no fixed monthly limit on properly cancelled lessons receiving credit.
If a credited lesson is subsequently cancelled with at least 6 hours' notice, it may remain as a credit, but its original 60-day expiry date will not restart.
If Maestro At Home or the teacher is unable to provide reasonable availability during the 60-day period, the credit may be extended.
However, if reasonable make-up options are offered and the parent chooses not to accept them, the original expiry date will continue to apply.
Unused lessons that were not properly cancelled or credited will not automatically carry forward.
If a student permanently stops lessons, any eligible unused prepaid lessons must normally be used within 30 days of the final regular lesson.
4. Teacher Cancellations and Delays
If a teacher needs to cancel a lesson, the student will not lose the class. The lesson will be rescheduled or credited.
If the teacher is late because of traffic or another unavoidable delay, the student will still receive the full booked lesson duration.
If a regular teacher is temporarily unavailable, Maestro At Home may provide a suitable substitute teacher. Parents will be informed in advance.
If a suitable substitute teacher is offered and the parent chooses not to accept the substitute because they prefer to wait for their regular teacher, the scheduled lesson will be counted as taken.
The normal lesson fee remains the same when a substitute teacher is provided.
If a teacher becomes permanently unavailable because of relocation, schedule changes or leaving Maestro At Home, we will arrange a replacement teacher subject to availability. Remaining prepaid lessons can continue with the replacement teacher.
The first introductory lesson with a replacement teacher will count as one of the student's remaining paid lessons.
5. Student Lateness and Absence
If a student is late, the lesson will normally finish at its originally scheduled time.
If the teacher has no lesson or commitment immediately afterward, the teacher may extend the class to provide the full lesson duration.
Repeated lateness will not be compensated with additional lesson time.
If the teacher arrives on time but the student is unavailable or does not attend without prior notice, the lesson will be counted as taken.
The teacher will normally wait for up to 15 minutes. If the student remains unavailable, the lesson will be counted as taken.
If the parent or student chooses to shorten or stop a lesson after it has started, the full booked lesson will still be counted.
6. Schedule Changes
A permanent change to a student's regular day or time requires at least 24 hours' notice and is subject to teacher availability.
A request to temporarily move an individual lesson follows the normal 6-hour cancellation policy.
Lesson duration may be changed, for example from 45 minutes to 60 minutes, subject to teacher availability and the applicable fee adjustment.
Students may increase or reduce their weekly lesson frequency during the current package or from the next package, depending on teacher availability.
Additional lessons may be booked separately at any time, subject to availability and additional payment.
7. Public Holidays and Planned Breaks
Lessons continue as normal on UAE public holidays unless the parent requests otherwise. The normal cancellation policy applies.
Parents may request a temporary break for vacations, school examinations, family commitments or similar circumstances.
With advance notice, Maestro At Home can normally hold the student's regular slot without payment for up to one month.
Breaks longer than one month and continued reservation of the regular slot will be considered case by case.
8. Trial Lessons
Trial lessons must be booked and paid in advance.
Once a trial has been booked and confirmed, the trial fee is non-refundable.
Rescheduling a confirmed trial may be considered case by case depending on the circumstances and teacher availability.
Once a trial has been completed, its fee remains non-refundable regardless of whether the student decides to continue regular lessons.
9. Home Lesson Environment
Parents are responsible for providing a suitable learning environment, including a reasonably quiet space and the required instrument and equipment.
The instrument and necessary equipment should be ready and in working condition before the teacher arrives.
If the required instrument or equipment is unavailable or not working and this prevents the lesson from being conducted properly, the lesson will still be counted as taken.
Parents must also arrange reasonable access to their home/building, including any required reception, security, visitor or parking authorization.
Delays caused by access problems will be reviewed case by case.
If the teacher arrives at the agreed location but the parent has provided an incorrect address or requests a last-minute location change, lesson time will continue from the original scheduled start time. Any additional travel time will form part of the booked lesson time.
If the teacher cannot reasonably reach the corrected location within the remaining time, Maestro At Home will review the situation case by case.
10. Temporary or Permanent Location Changes
Lessons may temporarily take place at another residence or location if approved by Maestro At Home in advance and the teacher covers that area.
If the temporary location requires significantly additional travel, an additional travel charge may apply. The parent will be informed before the lesson is confirmed.
If a family permanently moves, the current teacher may continue if they cover the new area.
If the teacher does not cover the new area, Maestro At Home will try to arrange another suitable teacher, subject to availability.
11. Health and Safety
Parents should inform Maestro At Home as early as possible if the student has an infectious or contagious illness.
Parents should also inform us if someone within the household has a contagious illness, even if the student feels well.
Late cancellations involving contagious illness may be considered case by case, taking into account the circumstances and teacher safety.
Teachers have the right to leave a home if they reasonably feel that the environment is unsafe or inappropriate, including situations involving aggressive pets, unsafe conditions, smoking during the lesson or inappropriate behaviour.
Whether such a lesson is counted or credited will be determined case by case.
For younger students, a parent, guardian or responsible adult should normally remain at home during the lesson. If the responsible adult needs to leave, the lesson may continue with the parent's or guardian's permission.
12. Behaviour and Professional Standards
Parents, students and teachers are expected to behave respectfully and appropriately.
Maestro At Home may discontinue lessons in cases of serious or repeated abusive, threatening, disrespectful or inappropriate behaviour toward a teacher.
Any remaining prepaid lessons in such circumstances will be handled case by case.
Likewise, if a parent or student raises a concern about inappropriate or disrespectful behaviour by a teacher, Maestro At Home will investigate and may replace or discontinue the teacher where appropriate.
Parents should report complaints or concerns directly to Maestro At Home so they can be handled privately, fairly and professionally.
13. Communication with Teachers
Parents may communicate directly with teachers regarding reasonable lesson-related matters such as homework, practice, learning progress and what the student should prepare.
However, payments, cancellations, credited lessons, package changes, permanent schedule changes and other booking matters must be handled through Maestro At Home.
Teachers are not permitted to privately arrange or accept lessons outside Maestro At Home with actively enrolled students introduced through Maestro At Home.
Likewise, while actively enrolled, parents should not bypass Maestro At Home by privately hiring, paying or arranging separate lessons with a teacher introduced through Maestro At Home.
14. Teacher Requests and Changes
Parents may request a teacher based on gender, nationality, language, qualifications or other reasonable preferences.
Maestro At Home will try to accommodate these preferences but cannot guarantee a particular teacher because assignments depend on availability.
If a parent wants to change their current teacher, the current monthly package should normally be completed before a new teacher is arranged.
15. Lesson Transfers and Siblings
Remaining eligible prepaid lessons may be transferred to a sibling or another family member with prior approval from Maestro At Home.
Families with multiple children may have separate lesson packages or an agreed combined family package.
Where a combined sibling package has been agreed, lessons may be shared between the registered siblings.
If one child cannot attend a lesson, another sibling may use the lesson if Maestro At Home or the teacher is informed in advance.
A lesson booked for one student cannot include an additional child, sibling or friend unless arranged with Maestro At Home beforehand.
16. Changing Instruments
Students may change from one instrument to another, subject to suitable teacher availability.
Remaining prepaid lessons may be applied toward the new instrument.
If the new instrument has a higher lesson rate, the parent must pay the applicable difference.
If the new instrument has a lower rate, the remaining balance/value will be handled case by case.
17. Lesson Extensions
If a parent requests additional teaching time beyond the booked lesson duration, the additional time will be charged accordingly and must be arranged through Maestro At Home.
Whether a lesson can be extended will depend on the teacher's schedule and availability.
If the teacher arrives early, the lesson may begin early only when the student is ready and both sides agree. Otherwise, it begins at the scheduled time.
18. Learning Materials and Student Responsibilities
Any required books, examination books, sheet music or other learning materials are paid for separately by the parent unless specifically stated otherwise.
If the teacher recommends material that is necessary for the student's progress, parents should arrange to purchase it within a reasonable time.
Maestro At Home and the teacher cannot be held responsible for delays or limitations in progress resulting from required materials not being provided.
Parents may request a progress update at any time. The teacher/Maestro At Home can provide feedback regarding progress, strengths, areas for improvement and future learning goals.
Teachers may also incorporate preparation for songs, school performances, competitions, auditions or special events into regular lessons where reasonably possible.
19. Trinity and Other Music Examinations
Maestro At Home can handle the examination registration process for supported examinations such as Trinity College London.
Examination fees are separate from regular lesson fees and must be paid as communicated.
Once an examination registration has been submitted, the examination registration fee is non-refundable if the parent later decides to withdraw the student.
Changes to examination dates, times, venues or arrangements made by the examination board are outside Maestro At Home's control. We will, however, keep parents informed and assist where possible.
Maestro At Home will only register a student for an examination once the teacher has assessed the student and confirmed that they are ready.
If the teacher later determines that the student is no longer sufficiently prepared due to missed lessons, insufficient practice or another learning concern, registration may be postponed until the teacher confirms readiness.
When a teacher has assessed a student as ready and recommends them for an examination, Maestro At Home stands behind the teacher's professional assessment and preparation.
However, students and parents are responsible for maintaining regular home practice and following the teacher's instructions. Maestro At Home and the teacher cannot be held responsible for poor progress or an unsatisfactory examination result where the recommended practice has not been followed.
Any additional examination-preparation lessons beyond the regular package must be booked and paid for separately.
20. Photography, Video and Recording
Parents or students may record audio or video of a teacher during a lesson only with the teacher's permission.
Teachers may take photographs or videos of students for Maestro At Home's website, social media or promotional purposes only with the parent's permission.
Parents may withdraw permission at any time for future photographs, recordings or promotional use.
21. Online and Home Lessons
A home lesson cannot automatically be converted into an online lesson because the student is unable to attend the scheduled home lesson.
Home lessons remain home lessons unless a separate arrangement has been approved by Maestro At Home.
22. Exceptional Circumstances
Bad weather, serious road closures, emergencies, access problems and other circumstances outside the reasonable control of the teacher or Maestro At Home will be handled case by case.
The aim will always be to reach a reasonable and fair solution while considering both the student's lesson entitlement and the teacher's time and travel.
23. Policy Updates
Maestro At Home may update or revise these policies when necessary.
Parents will be informed in advance of important changes affecting lesson bookings, payments, cancellations or other significant terms.
Any increase or change in lesson fees for existing students will be communicated at least 30 days before the new rate takes effect.
By booking and paying for lessons with Maestro At Home, parents acknowledge and agree to follow the applicable lesson, booking, payment and cancellation policies.