Benana Music Studios Ltd
Last updated: October 2025
Benana Music Studios Ltd – Updated October 2025
This Policy forms part of your agreement with us. The latest version is always available at www.benana.studio.
Operated by Benana Music Studios Ltd
Company No. 16025739
33 Queens Terrace, Southampton, England, SO14 3QB
📧 benanamusicstudio@gmail.com | 📞 07728 836428
Benana Music Studios Ltd operates under the trading names “Benana Music Studio” and “Benana Music Studios.” All services are supplied by Benana Music Studios Ltd (“we”, “us”, “our”).
1. Overview
This Policy explains how payments, invoices, credits and refunds are handled for all lessons and services provided by Benana Music Studios Ltd.
It should be read together with our Terms & Conditions and Lesson & Studio Policy, which form part of your agreement with us.
Starting Paid Lessons
Your first (taster) lesson is free. When you choose to continue, you’ll receive access to your student portal and set up your payment method.
By confirming your first paid lesson, you agree that teaching services will begin immediately and that you will be charged according to this Policy.
You may stop lessons at any time by emailing or messaging us. We will acknowledge your request in writing and cancel future Auto-Pay charges from the next billing cycle. There’s no contract lock-in, and ending lessons stops all future charges.
Pre-Contract Information (for online/phone bookings)
No payment is taken before your free taster lesson. When you set up your payment method, you’ll be shown all pricing, frequency and cancellation rules in advance. By proceeding, you acknowledge you have received this information and agree that services will start immediately once your first payment is made.
2. Accepted Payment Methods
- All payments are processed securely through Stripe via the MyMusicStaff student portal.
- Payment by bank transfer may be accepted only by prior agreement, usually for prepaid bulk bookings or gift vouchers.
- Cash payments are not accepted unless specifically agreed in writing.
- We never store or have access to your card details.
3. Invoices & Billing
- Invoices are issued automatically through MyMusicStaff and available in your student portal.
- You will receive a notification when an invoice is created.
- Lessons or sessions must be paid at least 24 hours in advance of the scheduled time.
- If payment is not received within that period, the booking may be cancelled automatically.
- You agree we may send invoices, receipts and lesson reminders via email, SMS or WhatsApp for administration purposes.
- Invoices are payable by the due date stated on the invoice or, where no date is specified, within seven (7) days of issue.
- Payments not received by the due date may result in lesson pauses or cancellation until cleared.
4. Auto-Pay (Card on File & Weekly Schedule)
- All ongoing students must add a valid payment card to their MyMusicStaff account when registering for lessons. By doing so you authorise Benana Music Studios Ltd to take automatic weekly payments as described below.
- We do not have access to or store your card details; all payments are encrypted and handled securely by Stripe.
- Auto-Pay is mandatory for all active students and is enabled automatically. Auto-Pay authorises Stripe to charge your saved card.
- Charges are processed each Friday to cover lessons scheduled for the following week (Monday–Sunday).
- Auto-Pay invoices are payable immediately upon issue and processed automatically through Stripe.
- If your account balance is £0, no invoice will be issued for that period. Invoices are only generated when a payment is due or has been processed.
- This ensures all lessons are prepaid and confirmed before the teaching week begins.
- Lessons cancelled before the Friday payment will not be charged.
- Lessons cancelled after the payment has been processed but with at least 24 hours’ notice will be credited for future use or refunded according to this Policy.
- Any cancellations made with less than 24 hours’ notice are charged in full.
- Lessons can be paused or ended at any time by contacting us by email or message. Ending lessons will automatically stop future Auto-Pay charges.
- Any existing invoices or completed lessons remain payable in full.
- If a saved card expires or a payment fails, Stripe will automatically retry the payment and send a notice. We may contact you to update your card details. If payment remains unsuccessful after retries, lessons may be paused or cancelled until the balance is cleared.
Transparency for Weekly Auto-Pay (Consumer Rights Act 2015 & DMCC 2024)
Before your first Auto-Pay activation, you will have been shown the lesson price (on our website or in your booking confirmation) and told that payments are taken each Friday for the following Monday–Sunday lessons. Your first payment will be taken only after you confirm continuing lessons following your free taster.
5. Lesson & Service Fee Changes
- Lesson and service prices are reviewed periodically to reflect operational costs, teacher rates, and industry standards.
- If our prices increase, the new rate will apply to all future lessons and services after the effective date of the change.
- Students (or parents/guardians) will be notified in advance of any fee changes by email or portal notice.
- Prices are listed inclusive of VAT.
- Continuing with lessons or allowing Auto-Pay to process after the effective date will be considered acceptance of the new rate.
- Prepaid lessons, packages, or vouchers purchased before a price change will be honoured at the original rate until used, after which any new bookings will be charged at the updated rate.
6. Late or Failed Payments
- If a scheduled payment fails, Stripe will automatically retry and notify you.
- If payments remain unpaid for 14 days we may suspend bookings until the balance is cleared; you will be notified by email before any pause.
- Benana Music Studios Ltd reserves the right to recover outstanding amounts for completed services.
7. Gift Vouchers & Packages
- Gift vouchers and prepaid lesson packages are valid for 12 months from the purchase date unless otherwise stated.
- Vouchers are fully refundable within their validity period if the recipient chooses not to use them.
- Refunds will be made to the original payment method used for purchase.
- Vouchers can be redeemed against lessons, Bring-a-Mate sessions, or recording sessions, but cannot be exchanged for cash after redemption has begun.
- If a voucher has been partly redeemed, refunds are limited to the unused balance to the original payment method.
- Expired vouchers are no longer valid for booking or refund.
- In the unlikely event of business closure or insolvency, we will endeavour to refund or credit any unused vouchers or prepaid packages, but consumers should note that advance payments have limited protection under UK insolvency law.
8. Cancellations & Credits
- Please note: Lessons cancelled with less than 24 hours’ notice are charged in full — this policy is clearly stated before booking to ensure transparency.
- Lessons cancelled or rescheduled with more than 24 hours’ notice will be credited or refunded.
- Cancellations/amendments made within 24 hours of the start time are charged in full.
- If a teacher cancels a lesson, you will not be charged for that session; it will be credited or refunded depending on your payment setup.
- We cannot offer additional or free replacement lessons beyond your existing schedule but will do our best to rebook a suitable time.
- Credits can be transferred to another student only with prior agreement.
- Events beyond our control: See Terms & Conditions (Force Majeure). If we must cancel due to such events, you’ll receive a credit or refund for affected sessions.
9. Refunds & Lesson Credits
Refunds and credits are processed according to the original payment method:
- Stripe payments → refunded to the same card within 5–10 working days (if a refund is issued).
- Bank transfers → refunded to the originating account.
- Cash (if ever used) → refunded via bank transfer.
In most cases, fees for cancelled or unprovided lessons will be held as a credit on your account to be used toward future lessons or services.
If you prefer a refund instead, please let us know.
Unless otherwise stated, lesson credits remain valid for 12 months from the date of issue. After this period, unused credits will expire automatically and cannot be refunded. You will receive an email reminder at least 30 days before any credits are due to expire.
If you stop lessons with unused prepaid lessons, we’ll convert the unused value to credit (default) or provide a refund on request, calculated pro-rata at the price paid.
Credits or refunds are issued when:
• A prepaid service cannot be provided by us, and a reschedule is not possible.
• A cancellation is made with sufficient notice (per policy).
• Duplicate payments are received in error.
Refunds and credits are not provided for:
• Late arrivals, partial attendance, or dissatisfaction after a completed lesson.
• Missed sessions without the required notice.
10. Payment Security
- All card payments are processed by Stripe, a PCI-DSS-compliant provider using industry-standard encryption.
- Benana Music Studios Ltd does not store or process card data directly.
- You can view Stripe’s privacy and security policies at stripe.com.
11. Outstanding Balances & Chargebacks
- Continued failure to pay for completed lessons may result in suspension of future bookings.
- We reserve the right to recover unpaid balances through lawful means if necessary.
- If a payment is disputed through your bank or card provider, we’ll pause related bookings while the matter is investigated. If we can show that the lesson or service was provided in line with this Policy, and the chargeback is not withdrawn, we may request repayment of the outstanding amount for those completed sessions.
- Nothing in this section affects your right to raise a valid dispute with your bank under UK payment law. If a chargeback is upheld incorrectly, we may seek repayment only for verified services delivered under this Policy.
12. Queries & Disputes
If you have any questions or concerns about a charge, please contact us at benanamusicstudio@gmail.com within 14 days of the invoice date so we can review and resolve it promptly.
13. Legal Rights
Nothing in this Policy affects your statutory rights under UK consumer law.
Your rights under this Policy are in addition to your protections under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the Payment Services Regulations 2017.
14. Policy Updates
- This Policy may be updated periodically to reflect changes in payment systems or legal requirements.
- We will notify you by email of any material changes to this Policy at least 14 days before they take effect.
- The latest version will always be available on our website.
Benana Music Studios Ltd – Payment & Refund Policy (Updated October 2025)
The latest version is always available at www.benana.studio.
