At Once Upon a Voice, we are committed to providing a smooth and supportive learning experience for all clients and families. Our policies reflect a trauma-informed, neurodiversity-affirming, and accessible approach that honors both flexibility and structure.
Caregivers will not be permitted to interject, hold side conversations, or otherwise cause distractions during instructional time. For ages 8–12, a caregiver will be required to stay nearby and available to help if needed, but not remain in the room. For teen clients, caregivers will not have to be present in the room or participate in sessions after the client's first month, unless an approved accommodation is in place. In all cases, caregivers or emergency contacts will be expected to remain reachable during each session in case of technical difficulties or crises.
Based on their availability, each Roster songwriter and music producer will be placed in one weekly studio session. This time will be reserved just for them and their teammates—and it will be held with great care. Roster writers and producers will be limited to one studio session per week except during scheduled breaks or additional studio time (purchased separately). Upon admission, you will be able to find those scheduled breaks in our private studio calendar.
We will not offer live makeup sessions. However, if a client cannot attend their scheduled session, they may request extra asynchronous instruction in its place, provided written notice is given at least 24 hours in advance. If the session is less than three days away, this notice willl have to be submitted by text to our business phone. If the session is three or more days away, notice will have to be sent by email. This documentation will be required even if the absence has already been discussed over the phone or through another method of communication.
If a student is late to their session, it will still end at the originally scheduled time to respect the instructors' and other Roster members' schedules. We will remain available for the full duration of the session in case the client is running late due to anxiety, executive functioning challenges, or other barriers. However, if the client does not arrive and no timely notice is received, the session will be considered missed and extra asynchronous instruction will not be offered.
While we understand that needs can shift, excessive rescheduling, absences, or tardiness may signal that sessions with us are no longer the best fit. In those cases, we may gently discontinue enrollment to make space for clients better able to engage consistently.
While all purchases will be considered final, there are thoughtful cases in which a prorated refund may be granted. These will be limited to situations where a client is unable to continue due to documented physical or mental health reasons, when Once Upon a Voice discontinues enrollment due to a safety or conduct concern, or when the instructor becomes temporarily unavailable due to illness, emergency, or another reason unrelated to scheduled studio breaks. If the instructor must cancel a session, extra asynchronous instruction will be provided whenever possible. In the rare event that asynchronous instruction cannot be provided within a reasonable timeframe, a prorated refund may be issued instead. All refunds will be calculated from the date proper documentation was received or the date the family was officially informed of disenrollment. We will not honor retroactive dates or issue refunds for temporary absences initiated by the student.
These policies will help preserve the consistency and care at the heart of our studio. We will be deeply committed to each client's growth, and your partnership in upholding these standards will help us maintain the customized, high-quality value that defines Once Upon a Voice.