Terms & Conditions 

Missed Class Policy & Makeup Classes

Notify Your Absence: In order to receive a makeup token you must notify your child’s absence:

1. Via the client portal account section. Click on your account, then the child’s name to access this.
2. At least 1.5 hours prior to the class start time*
3. We do not accept notifications of absence via phone, or email.

Makeup tokens are automatically added to your client portal student account after the missed class has ended.

Book a Makeup Class:

Make up lessons can be booked on a self-serve basis via your customer portal or app.  All classes that are available to you for makeups will appear in the makeup availability list.  

We do not accept bookings of make ups via phone or email. 

Make up lessons are strictly subject to availability, this availability is created where other students have notified absent for their class.

Conditions:

Makeup tokens can ONLY be accessed for bookings while you are enrolled.  If you cancel your enrolment, your makeup tokens will not be available to use for bookings until you  re-enrol. If your makeup tokens have an expiry date they will not be available to use after expiry.

Makeups are non transferable and non refundable: they can only be used during the term for classes that appear in the makeup scheduler in your client portal. Makeups cannot be used for holiday workshops or any other programs and cannot be exchanged for credit or refunded.

Unlimited makeups applies to all group classes except the following: Art (max 2 per term), Private lessons (max 2 per term), Show casts (no makeups). 

Enrolment Policy for TERM CLASSES

(classes that have a set start and end date during school terms). 

All enrolments are continuous

ALL enrolments at Hive are continuous from term to term (including from term 4 to term 1) until a cancellation is submitted.

All billing is recurring

• All billing options are recurring including term upfront and monthly billing. Your stored payment method will be automatically debited in accordance with our billing schedule unless you instruct us not to store your payment method.
• Term billing: multiple text messages and emails including fee statements are sent in the 2 weeks prior to term fees being debited.
• Monthly billing: Your card will be debited on the 20th of each month for number of classes scheduled in the calendar month that is next. ie) from the 1st to the end of that calendar month.  Fee statements are sent out before 10am on the 20th of each month.

Enrolment Cancellations

• Cancellations during the term are NOT accepted under any circumstances (except for baby and toddler monthly flexi plans). This policy is NOT negotiable.
• Cancellations for baby & toddler enrolments paying via the monthly flexi plan: must be submitted via the client portal prior to the 20th of the month payment. Late cancellations will not be processed until the 20th of the next month. 
• Cancellations for the following term must be sent via the Client Portal or as otherwise instructed in our roll forward emails BEFORE 5pm Friday of week 8. Reminders for this with due dates are sent the week prior via text message and email.  Late cancellations for the following term (prior to its start date) incur a $30 late fee.
• Once the term has started, cancellations will not be accepted until the end of the term.

Fee Payments & Refund Policy

Refunds and credits of enrolment fees ARE NOT given for change of mind or change of circumstances or for any other reason, with the exception of any provisions under the Consumer Act.

By enrolling you agree with the fee and refund policy.  Harassment of our staff in any form including in the form of repeated demands for making an exception to any of our enrolment or fee policies will not be tolerated and may result at the directors discretion in termination of your enrolment. In such cases, refunds will not be issued.

Unpaid Fee Policy

Term upfront fee declined: If unpaid on the due date in week 9 of the term prior – your spot will be cancelled unless you have made arrangements for a payment plan or alternate payment date.

Monthly fee declined: a $10 dishonour fee will be charged if your fee payment declines & is not paid within 48 hrs of declining. If your fee remains unpaid within 3 days of the due date your enrolment will be cancelled however fees will remain due and will be passed to debt collection if necessary.

Debt collection: After 4 weeks of non payment, any outstanding fees are referred to a debt collection agency. You agree for your contact information to be shared with the debt collector and to pay all debt collection fees associated.