Our invoicing system is automated and managed by one of the leading payment processing systems, with full encrypted security.  Here are some quick guides just in case you need them.

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Q. When will my card be charged for my private lesson?

A. Generally, we take payment for the lesson within the 48-hour period prior to the lesson commencing.

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Q. How does your billing and payment system work?

A. If you already have a card lodged securely with us, payment will be taken prior to the appointment.  If you do not yet have a card lodged, the system will send you an invoice.  Please click on the “Pay Now” box on the invoice and follow the instructions. 

In order to keep prices as low as possible, we use secure SSL automated billing systems. If you prefer to make manual card payments, this can be arranged for an additional charge.

We use an approved and secure recurring payment system for all monthly subscribed classes and club memberships. If you require further details or assistance with this, please visit our website and navigate to the Accounts Help section, located at the bottom of every page.

 

Q. I am currently subscribed for a monthly renewing class, when will this be charged?

A. Monthly classes are charged on a rolling calendar month basis, and as such are usually charged on the last day of the month, or the first day of the new month.

 

Q. Will I receive a reminder that I have a payment for a subscription class due soon?

A. Yes you will. These are set up automatically to be emailed to you seven days prior to the charge taking place.

 

Q. What do I need to do if I need to cancel my subscribed class?

A. Just click here prior to the 20th of the month, and we will take care of the cancellation for you.​​

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​If you currently hold a membership with us, you may wish to cancel this at the same time. To do so, please complete a separate cancellation form by clicking here. Once we receive your request, we will ensure your account is marked as "not to renew" when your annual membership reaches its renewal date.  Conveniently, a reminder email is sent to you seven days before your memberships annual renewal date. This email will notify you that your automatic renewal is due. If you happen to forget to cancel beforehand, this serves as the perfect opportunity to use the cancellation form to let us know.

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Q.  have been charged an additional £5 Card Failure fee.  What is this for?

The £5.00 charge is a failed payment fee from our card acquirers. Unfortunately, this fee is applied when a card payment declines, and we have no option than to pass this extra cost on.

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Q. Why was my credit or debit card declined?

Card declines are usually caused by your bank rather than an issue with our system. In many cases, the payment is declined before it fully completes, which means it may not appear in your bank’s transaction history.

This can happen for several reasons, including:

• Bank security or fraud prevention checks

• Verification issues (such as address or security code mismatches)

• Restrictions on recurring or automatic payments

• Bank policies that block merchant-initiated transactions

 

Because subscription payments are processed automatically, banks may occasionally block them without notifying the cardholder.

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What can I do?  Updating your payment details, using a different card, or contacting your bank’s fraud or card authorisation team (rather than general support) usually resolves the issue quickly.

If you continue to experience problems, please contact our accounts team and we’ll be happy to help.

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Q. What happens if I have not cancelled my class in time, and the charge has been taken?

A. Once the charge has been taken, the following month (or year in the case of annual membership) will have been paid for. Therefore, if you would like to submit a cancellation, we can then ensure your payment is set to "Do Not Renew" at the next billing cycle.

 

Q. I have received an e-mail saying your subscription will renew soon, but I'm unsure what it is for or what it relates to.

A. This most probably refers to either a rolling monthly class subscription or your annual club membership. If you would prefer not to renew your annual club membership, please let us know prior to the payment being taken.  Once payment has been taken, we are unable to refund.

 

Q. I have received e-mail saying that my card is about to expire, or that my payment card has declined.  What should I do?

A. Click on the link below, update your card details, and we will amend the system and take payment in the usual way.

 

Q What should I do if I think there has been a mistake made?

A. Just get in touch.  Click here to send us a message or call us on 01245 473355 and follow the prompts to connect to the admin and accounts office.  If there is no one available, leave a message and we will get back to you as soon as we can.