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Cancellation Policy

Introduction

Dragonfly Dance is committed to ensuring clarity and fairness in how cancellations are managed, both from our end and from our clients. This policy outlines the procedures and expectations around cancellations for classes, courses, events, and other dance activities. It applies to all clients, teachers, and contractors involved in our programs.

Purpose

The purpose of this document is to provide guidance to teachers, other contractors and clients in the event that a scheduled dance activity is cancelled, by either the client or Dragonfly Dance.

Definitions and Acronyms

Dance Activities

Any dance classes, workshops, master classes, rehearsals and performances organised by Dragonfly Dance.

Class

A regular session that is held every week at the same time and location.

Class Credit

A unit that represents one class booking, typically issued as part of a membership. The number of class credits a client receives depends on their membership level. Clients can use these credits to book into classes. If a client cancels a class within the early cancellation timeframe, the credit is returned to their account in the Dragonfly Dance booking system to be used for another class. Each class credit has an expiry date, and must be used before that date.

Clients

Anyone who participates in Dragonfly Dance activities and events.

Contractors

Anyone engaged on a Contract For Service basis (ie an independent contractor) to deliver services to or for Dragonfly Dance.

Course

A series of weekly sessions held over a fixed period of time.

Events

One-off or occasional dance-related activities that are not part of a regular class or course schedule, such as performances, intensives, panels, showcases, or social gatherings.

Teacher

Anyone contracted to teach dance activities for Dragonfly Dance.

Policy

Cancellation by Dragonfly Dance

Dragonfly Dance reserves the right to cancel a dance class, course, event, or other dance activity due to insufficient enrolment, unavailability of a teacher or venue, or other reasons beyond our control.
If there are less than three (3) clients booked into any class, session of a course, event, or other dance activity, Dragonfly Dance reserves the right to cancel.
Every effort will be made to avoid cancellations. Clients booked into such classes, courses, events, or other dance activities will be notified by email, or if the cancellation is less than 6 hours before the activity starts, by SMS - provided the client’s email address and mobile phone number are recorded in our online booking system. It is the client’s responsibility to ensure these contact details are accurate and up to date.
In the case of a cancellation of a class, credit for that class will be returned to the client’s account in the Dragonfly Dance booking system to be used at another time.
In the case of cancellation of an event or course, clients will have the option to receive a refund or have a credit applied to their account in the Dragonfly Dance booking system to be used towards another service.

Cancellation by the Client

Classes

Refunds are not offered on classes.
If the client cancels the class up to 1 hour before the class, it will be considered an ‘early cancel’. Credit for the class will be returned to the client’s account in the Dragonfly Dance booking system.
If the client cancels the class within 1 hour before the class, it will be considered a ‘late cancel’, and the client will not be able to use the credit for that class to attend another class.
If the client does not cancel their class and does not attend it will be considered a ‘used class’, and the client will not be able to use the class credit at a further time.

Courses

If the client cancels their participation in a course, they will be offered a credit on their account in the Dragonfly Dance booking system, which they can use to attend another course or class.
If the client has cancelled due to extenuating circumstances, they can apply for a refund by completing our online refund request form available at www.dragonflydance.com.au/online-forms. If accepted, the client will receive a refund for the amount they paid, less 10% as an administration fee.

Events

If a client cancels their participation in an event, they will not be offered a refund unless there are extenuating circumstances.
If the client has cancelled due to extenuating circumstances, they can apply for a refund, by completing our online refund form available at www.dragonflydance.com.au/online-forms. If accepted, the client will receive a refund for the amount they paid, less 10% as an administration fee.
Refer to the cancellation policy for individual events for more details, such as whether the event registration is transferable to another party.

Responsibilities

Management

Approve the policy and review annually.
Publish the policy in a manner which is accessible to members of the general public.
Circulate the policy to all relevant contractors.
Take reasonable steps to ensure the policy is adhered to, either directly or through delegated authority.

Client support

Handle all cancellations, by Dragonfly Dance or client, in accordance with the cancellation policy.

Teachers

Be aware of the policy and able to direct clients to where they can find the policy.

Clients

Read and confirm acceptance of cancellation policy before signing up to any classes, courses or events and before making payment.

Procedure

Guidelines for clients

Ensure you read the cancellation policy (and all relevant policies) before making a purchase for any classes, courses, or events.
If you wish to request a refund, complete the online refund request form available at www.dragonflydance.com.au/online-forms
Before requesting a refund, ensure you have read the cancellation and related policies to determine if you have grounds to request a refund.

Guidelines for Client Support

If a refund request is received in any form other than via completion of the online form, please direct the person to complete that form, available at www.dragonflydance.com.au/online-forms.
When a refund request is received via the online form, determine if the request is valid by referring to the guidelines in this policy. If not, forward the request to the Director of Finance for a decision.
Once the decision is confirmed, forward the refund request to the Bookkeeper for them to make the refund, advise the client, and update the client’s account in our booking system.

Guidelines for Bookkeeper

When a refund request is forwarded with confirmation that the request has been accepted, process the refund by EFT (electronic funds transfer).
Update the online booking system to show that the class or item has been shown as refunded and is no longer accessible to the client.
Email the client to confirm the refund has been processed.

Guidelines for Teachers

If a client mentions a refund, advise them to review this policy to determine if they have grounds for a refund, and direct them to complete the online refund form available at www.dragonflydance.com.au
If a client has a dispute about a refund, refer them to the client relationship team in the first instance. If the issue needs to be resolved by Management, Client Support will forward it to the Management.

Review

This policy will be reviewed annually by the Dragonfly Dance Directors and amended as appropriate.