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Refund Policy

AGREEMENT TO REFUND POLICY

This Refund Policy forms part of the agreement between you (“you”) and Playback Music School (“Playback,” “we,” “us,” or “our”) and applies to all purchases and enrollments for our lessons, packages, programmes, rehearsals, workshops, recordings, performances, and related services (collectively, the “Services”).

By enrolling, making payment, or participating in any Services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy. If you do not agree, you must not purchase, enroll, or attend any Services.

This Refund Policy should be read together with our Terms and Conditions. In the event of inconsistency, this Refund Policy will prevail on refund-related matters.

REFUND PRINCIPLES (FAIRNESS AND SLOT RESERVATION)

Playback operates on reserved time slots, instructor scheduling, and limited studio capacity. Once a booking or package is confirmed, we allocate instructor time and studio resources accordingly. For this reason, refunds are limited and are assessed strictly to protect the sustainability and fairness of our learning environment.

GENERAL POLICY (NO REFUNDS ONCE COMMENCED)

  1. Unless explicitly stated otherwise in writing, all fees are payable in advance.

  2. Once a package or programme has commenced (including attendance of the first lesson/session), fees are generally non-refundable.

  3. Where refunds are granted (if any), they are granted at Playback’s discretion, subject to this Refund Policy and applicable law.

NON-REFUNDABLE ITEMS

The following are strictly non-refundable under all circumstances:

  1. Lessons or sessions already attended (in whole or in part).

  2. No-shows and forfeited lessons (including late cancellations and missed lessons).

  3. Make-up lessons, rescheduled lessons, or credits once issued.

  4. Trial lessons, auditions, assessments, or introductory sessions.

  5. Promotional, discounted, bundled, or special-rate packages (unless required by law).

  6. Registration fees, administrative fees, booking fees, or processing fees (if applicable).

  7. Any third-party fees that are non-recoverable (e.g., payment gateway charges) where permitted by law.

SITUATIONS WHERE REFUNDS MAY BE CONSIDERED

Refunds may be considered only in the following situations, subject to verification and Playback’s discretion:

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1) COURSE CANCELLATION BY PLAYBACK

If Playback cancels a programme and is unable to offer a suitable alternative arrangement (e.g., reschedule, substitute instructor, or credit), a refund may be considered for the unused portion only.

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2) MEDICAL INABILITY TO CONTINUE

If a student is medically unfit to continue for an extended period, supported by a valid medical certificate, Playback may consider a refund for unused lessons only, or alternatively may offer credits, rescheduling, or a pause in validity where operationally feasible.

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3) EXCEPTIONAL CIRCUMSTANCES

Playback may consider a refund in rare cases involving exceptional circumstances. Approval is strictly at Playback’s sole discretion.

REFUND CALCULATION (IF APPROVED)

  1. Any approved refund will be calculated pro-rata based on unused lessons only.

  2. Lessons already conducted (including partially attended lessons) will be deducted at the prevailing walk-in / single-lesson rate (or the non-discounted rate), where applicable and permitted by law.

  3. Playback may charge an administrative processing fee for approved refunds.

  4. Any non-recoverable third-party fees (e.g., payment processing fees) may be deducted where permitted by law.

NO REFUNDS FOR PERSONAL OR SCHEDULING REASONS

Refunds will not be granted due to:

  1. Change of mind, loss of interest, or dissatisfaction due to subjective expectations.

  2. Personal schedule changes, travel, workload, or conflicting commitments.

  3. Requests for instructor changes or instructor preference.

  4. Requests for lesson time changes where alternatives are offered but declined.

  5. Missed lessons due to lateness, no-shows, or late cancellation.

  6. Disagreement with teaching style or learning pace where services were delivered as described.

CREDITS AND TRANSFERS (IN LIEU OF REFUNDS)

  1. Where appropriate, Playback may offer credits or rescheduling instead of a refund.

  2. Credits:

    • Have a validity period;

    • Cannot be exchanged for cash; and

    • Are non-transferable unless approved in writing by Playback.

  3. Credits are provided as goodwill and do not create an obligation for future refunds.

TERMINATION DUE TO MISCONDUCT (NO REFUND)

If Playback suspends or terminates Services due to breach of our Terms and Conditions (including harassment, abusive conduct, intimidation, repeated unreasonable demands, property damage, or disruption to other students), no refund will be issued.

FORCE MAJEURE

Playback is not responsible for service disruption caused by events beyond reasonable control, including but not limited to government restrictions, pandemics, power outages, and natural disasters. In such cases, Playback will make reasonable efforts to reschedule lessons or issue credits where appropriate. Refunds will not automatically apply.​

REFUND REQUEST PROCESS

To request a refund (where eligible), you must:

  1. Submit a written request to: [Email / WhatsApp]

  2. Include:

    • Student name

    • Programme / package purchased

    • Date of purchase and payment reference

    • Reason for request and supporting documents (if applicable)

Playback may request additional documents to verify eligibility.

REFUND TIMELINE AND METHOD (IF APPROVED)

  1. Approved refunds will be processed within 14 working days (or a reasonable timeframe depending on the payment method).

  2. Refunds will be made to the original payment method, unless otherwise agreed in writing.

FINAL DECISION

Playback reserves the right to approve or reject any refund request in its sole discretion, subject to applicable law. Playback’s decision shall be final.

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