Please read these Terms and Conditions prior to booking any coaching service.
1. Appointments
Appointments for consultation sessions and regular or occasional coaching sessions are made through this website only, at this page.
Appointments may be rescheduled online a minimum of 24 hours prior to the appointment at no cost.
Appointments may be cancelled online a minimum of 48 hours prior to the appointment at no cost.
Cancelled appointments are automatically credited to your coaching account, and may be rescheduled at your convenience. If you would prefer a full refund, please contact us.
No refund can be given for any appointment cancelled at less than 24 hours’ notice.
A discounted rate is available for packages of five, ten, or twenty sessions. It is not necessary to book all sessions at the time of purchase. Five-session packages are valid for three months from the date of purchase. Ten-sessions packages are valid for six months from the date of the purchase. Twenty-session packages are valid for twelve months from the date of purchase. Lessons not scheduled within these time frames will expire and no refund can be given for unused sessions.
Aside from the conditions attached to purchased packages of lessons, there is no long-term contract or commitment. No notice is required if you do not wish to purchase further coaching sessions once those you have already purchased are used or have expired.
2. Coaching sessions
Coaching sessions are conducted over Skype.
It is recommended that you use a laptop, or a tablet with a stand. If possible, it is beneficial to use an external condensing microphone as, depending on the machine, internal microphones are not always capable of handling the complexity of piano music with sufficient clarity and accuracy for effective coaching. A mobile phone is not adequate for online coaching because of the limited screen size.
The session starts at the appointed time. Please be prepared to dial in promptly. It is not always possible to extend the session beyond the scheduled appointment, regardless of when it begins. Any session not started within 25 minutes of the scheduled time will be deemed cancelled, and no refund will be given.
2b. Consultation sessions
Consultation sessions are conducted over Skype.
The session starts at the appointed time. Please be prepared to dial in promptly. It is not always possible to extend the session beyond the scheduled appointment, regardless of when it begins. Any session not started within 10 minutes of the scheduled time will be deemed cancelled, and no refund will be given.
A consultation session is recommended for anyone interested in booking online coaching, but it is not essential. Once a consultation is booked, you will be invited to upload a recent video recording of your playing, and to submit a pre-consultation questionnaire, if you have not done so prior to booking the consultation.
If a multi-session coaching package is purchased within 14 days of the consultation session, 50% of the total consultation fee will be refunded. Refunds will be processed within 30 days.
3. Technical issues/force majeure.
If it is impossible to begin a scheduled session, or to complete a session that has started, owing to technical or other problems beyond the control of either the client or the coach that arise at short notice, the session will by mutual consent be rescheduled for: the full amount of time, if more than one quarter of the session time was remaining at the time the problem arose, or if it was impossible to begin the session, or; for half the scheduled amount of time, if less than one quarter of the scheduled time and more than five minutes was remaining at the time the problem arose.
Problems that are considered beyond the control of coach or client is this case are, for example: power failure, internet outage, unexpected software or hardware malfunction, as well as events usually considered ‘acts of God’. (This does not include battery failure if a laptop is not connected to the mains.)
4. Feedback
Written feedback on each session will be provided via email within 24 hours of the session’s conclusion.
Clients who have booked multiple-session packages will also receive at no extra charge (a) personalised ‘practice plans’ to guide and inform their practice and progress between sessions, and (b) any personalised technical exercises that may be required.
5. Results and Outcomes
As with any training or coaching scenario, the coach can use their training and experience to inform, guide, and encourage, but ultimately the client must take responsibility for all decisions and courses of action.
It is expected that the client will be honest in their declared willingness to practice and/or to undertake other tasks to effect their desired outcomes, and forthcoming when problems arise, or if instructions or advice are unclear.
These conditions govern your agreement to receive online coaching with Matthew Mills Music Ltd.
Booking a session/sessions implies your acceptance of them.
