refund policy

LAST UPDATED: MAY 10, 2024

Rewrote refund policies to include Exceptional Accommodations (to promote sustainable, equitable, humans-first policy), and adjusted payment terms to reflect the implementation of weekly/monthly payment plans as the default payment method, as of June 2024.

PREVIOUS UPDATE: OCT 10, 2023

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CASUAL CLASS REFUND POLICY
EXPRESS REFUND POLICY
PROGRESS REFUND POLICY
COMPANY REFUND POLICY
EXCEPTIONAL ACCOMMODATIONS

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GLOW STUDIOS INC. WILL HEREIN BE REFERRED TO AS “LUMIHQ”.

code of conduct removals

We take violations of our Code of Conduct very seriously. We encourage students to read the policy and report any violations to LumiHQ immediately. We do our best to give one warning before removal from the program, but in the case of severe violations, warning is not guaranteed. If a student is removed/banned from the program due to a violation of the Code of Conduct, they are not entitled to any refunds and forfeit any outstanding Account Credit to the Scholarship fund.

account credit terms of use

• Account credit is a value stored on a given client’s WellnessLiving account, that has no cash value, but may be used towards Luminesque classes and programs

• Account Credit is stored on a client’s WellnessLiving account, and it is the responsibility of the client to keep track of which account their credit is stored upon, and retain access to that account (with LumiHQ’s assistance, by request)

• Account Credit cannot be used towards Luminesque show tickets, LumiTV subscriptions, or merchandise

• Account Credit is non-refundable for any reason

• Account Credit can be transferred/sold to another student, provided adequate written proof of the arrangement is supplied to glow@luminesquedance.com

• Account Credit does not expire, provided Luminesque remains in business

missed classes policy

We understand that sometimes students must miss classes, due to circumstances within and outside of their control.

Missed classes due to reasons outside of Luminesque’s control (ie. vacation, weather, moving, financial, exams, family, etc.) are not the responsibility of Luminesque and will not be made up or refunded. See “Exceptional Accommodations” for information about withdrawals due to injury, illness, hospitalization, pregnancy, bereavement, terminal illness of a family member, sudden job loss, and sudden relocation. 

Missed classes in a dance program due to Luminesque’s fault (i.e. cancelled classes) will be rescheduled and offered at a later date, where every accommodation possible will be made to ensure the students in the class are able to make the “make-up” class date. Missed casual classes (i.e. drop-ins, workshops, etc.) cancelled by Luminesque will have registration costs automatically refunded or credited back to the student’s account.

what constitutes “written notice”

This policy considers “written notice” to be an email addressed to glow@luminesquedance.com that clearly indicates the student’s name, the program or class they’re referring to, their clear intent to withdraw from the program, and in the case of Exceptional Accommodations, the reason and associated documentation. The timestamp of when the email was sent will be considered the time in which the notice was received, for the purposes of determining refund deadlines. Text messages, WhatsApp messages, in-person communication, paper letters, and voicemails/phone calls are NOT considered written notice under this policy. Glow Studios Inc will not be held liable for any technical issues that prevent a student from promptly sending, or our team from receiving, an email notice.

refund policy
for casual classes

We offer casual one-off classes or short series of classes, including but not limited to: private lessons, placement classes, preview classes, drop-ins by donation, Dance All Days, workshops, photoshoots, intensives, and any other one-off dance education event. The following refund policies apply:

ALL CASUAL CLASSES

“BUYERS REMORSE” CLAUSE

• Provided the student requests a refund in writing within 24 hours of registering,

  • The student may receive a full refund back to the original form of payment

  • The student may receive the full amount back as Account Credit (see “Account Credit Terms of Use”)

• This applies to all Casual Classes listed below

PRIVATE LESSONS

• Provided the student requests a refund in writing within 3 business days of the scheduled time of their private lesson,

  • The student may receive a credit for another private lesson at another date, or a refund as Account Credit (see “Account Credit Terms of Use”) minus a $20 cancellation fee

• Private lessons (single or packages) are not eligible for refunds back to the original method of payment

• Requests made with less than 3 business days before the private lesson are not refundable

• No Shows result in forfeiting the cost of the private lesson, and may result in a ban on future private lessons without a refund for lessons already purchased

PLACEMENT CLASSES

• Placement Classes are free, and thus are not eligible for refunds

• Please make every effort to cancel your registration or contact LumiHQ if you cannot attend a Placement Class

• Multiple no-shows without written notice to LumiHQ may result in a $30 per class fine, or a ban on attending Placement Classes
  

DROP-INS BY DONATION /
PREVIEW CLASSES

• Provided the student requests a refund in writing with more than 24 hours before the class start time,

  • Students are entitled to a credit for another class of the same type

• Drop-ins by donation are not eligible for refunds (as the funds are directed to charity and cannot be recuperated in the case of cancellation)
  

DROP-IN CLASSES (NOT BY DONATION, i.e. HEELS TECH CLASSES)

• Provided the student requests to withdraw in writing with more than 24 hours from the class start time,

  • Students are entitled to either a credit for another class of the same type, or a refund as Account Credit (see “Account Credit Terms of Use”)

• Students that contact LumiHQ with less than 3 days before the class start time are not eligible for refunds, beyond what is addressed in Exceptional Accommodations
  

DANCE ALL DAYS

• Provided the student requests to withdraw in writing more than 3 business days from the event,

  • Students are entitled to a full refund as Account Credit (see “Account Credit Terms of Use”), or a refund to their original method of payment minus a 25% cancellation fee (for day passes or single classes)

• Students that contact LumiHQ with less than 3 days before the class start time are not eligible for refunds, beyond what is addressed in Exceptional Accommodations
  

WORKSHOPS

• Provided the student requests to withdraw in writing more than 3 business days from the class start time,

  • Students are entitled to a full refund as Account Credit (see “Account Credit Terms of Use”), or a refund to their original method of payment minus a $20 cancellation fee

• Students that contact LumiHQ with less than 3 days before the class start time are not eligible for refunds, beyond what is addressed in Exceptional Accommodations
  

PHOTOSHOOTS

• Provided the student requests to withdraw in writing more than 3 business days from the photoshoot time,

  • Students are entitled to a full refund as Account Credit (see “Account Credit Terms of Use”), or a refund to their original method of payment minus a $20 cancellation fee

• Students that contact LumiHQ with less than 3 days before the class start time are not eligible for refunds, beyond what is addressed in Exceptional Accommodations

• Refunds are not available for students who do not like their proof/final photos. Instead, we will make every effort to offer alternate proofs or adjust edits.
  

INTENSIVES

• Provided the student requests a refund in writing more than 7 days before the Intensive starts,

  • Students are entitled to a full refund as Account Credit (see “Account Credit Terms of Use”), or a refund to their original method of payment minus a $20 cancellation fee

• Provided the student requests a refund between 6 days before and 48 hours before the Intensive starts,

  • The student may receive 50% of the cost of the Intensive back as a refund in Account Credit (see “Account Credit Terms of Use”). Students are not eligible for refunds back to the original form of payment past 6 days before the start date.

• Students that contact LumiHQ with less than 48 hours before the start time are not eligible for refunds, beyond what is addressed in Exceptional Accommodations

refund policy
for dance programs

IMPORTANT NOTE ABOUT PAYMENT PLANS VS. “MEMBERSHIPS”

We offer dance programs, which involve training with the same cohort at the same time every week for an extended period of time. These include our Express Program (8 week progressive), our Progress Program (5 month program) and our Company Program (10 month program). Due to the extended nature of these programs, pricing can be prohibitive if payment up front is required.

In an effort to provide financial accessibility, our programs are paid for via payment plans by default. Programs may be paid for at once in advance if desired, but advance payment in full is not required to participate. We do not incentivize up-front payment - the cost of our programs is the same, whether you choose to pay via Weekly Payment Plan, Monthly Payment Plan, or Upfront Payment.

Unlike a membership that can be cancelled any time, a Payment Plan balance is due upon registration, and must be completed before the end of the program. Once courses have started for the term, it is very difficult, if not impossible, to replace students who withdraw partway through, thus creating a loss. We’ve created the following refund policies to protect our small arts business from the inherent risk associated with Payment Plans. Please review them carefully and understand that a signed, legally binding contract stating that students agree to the terms of our Payment Plans is required to register.

IMPORTANT NOTE ABOUT FAILED PAYMENTS

• If the student misses a payment (due to credit card malfunctions, insufficient funds, etc.) after WellnessLiving attempts to bill their account twice (within 48 hours), they are required to make up the payment plus a $10 late payment fee, within 14 days of the missed payment.

• Failure to pay the balance owing, or to respond within 48 hours to LumiHQ’s missed payment notice to create a plan, will result in a ban from participating in all Luminesque classes until the payment has been made, and/or will result in the balance owed being sent to collections.

• If the student resolves the malfunction and pays the balance owing within 48 hours of the original bill date, the $10 fee will be waived

• If a student withdraws from Progress for any reason other than those covered under “Exceptional Accommodations”, they are still responsible for all payments.

express program refund policy

Express is an auditioned, expedited, 8-week progressive performance program. Casting decisions are made to curate a specific cohort that will complement each other in-studio and on stage. Due to the auditioned nature of the program, it is very difficult if not impossible to replace a student who withdraws. Therefore, we must enforce the following refund policies to protect the financial sustainability of the program and the integrity of the cohort:

ACCEPTANCE

• Once a student receives an offer to join the Express program, they must accept the offer by purchasing Express Registration either up front or via Payment Plan

WITHIN 24 HOURS:

• Provided the student requests a refund in writing within 24 hours of registering,

  • The student may receive a full refund back to the original form of payment

  • The student may receive the full amount back as Account Credit

MORE THAN 1 WEEK BEFORE COURSES START:

• Provided the student requests a refund in writing more than 7 days before the course starts,

  • The student may receive 50% of the cost of the program back as a refund in Account Credit (see “Account Credit Terms of Use”)

• Students are not eligible for refunds back to the original form of payment less than 7 days before the start of the course

LESS THAN 1 WEEK BEFORE COURSES START / AFTER COURSE STARTS

• No refunds or account credit will be granted within 7 days of the course start date, or after the course has started, for any reasons beyond what is listed under “Exceptional Accommodations”

• If the student misses a payment (due to credit card malfunctions, insufficient funds, etc.), they are required to make up the payment plus a $10 late payment fee, within 7 days of the missed payment. Failure to pay the balance owing, or to respond within 48 hours to LumiHQ’s missed payment notice to create a plan, will result in a ban from participating in all Luminesque classes until the payment has been made, and/or will result in the balance owed being sent to collections.

• If a student withdraws from Express for any reason other than those covered under “Exceptional Accommodations”, they are still responsible for all payments.

progress program refund policy

Progress is a five-month progressive program where you train with the same cohort every week at the same time and (optionally) perform in an end of term show. In an effort to provide financial accessibility, we offer Weekly Payment Plans, Monthly Payment Plans, or Upfront Payment at time of registration, given the financial commitment for such a long program in advance can be prohibitive. Unlike a membership that can be cancelled any time, a Payment Plan balance is due upon registration, and must be completed before the end of the program.

Due to the extended progressive nature of the program, once courses have started, it is very difficult, if not impossible, to replace students who withdraw partway through, thus creating a loss. We’ve created the following refund policies in an effort to balance reasonable accommodations for those needing to withdraw, and the long term sustainability for our community. Please note while these are our standard policies, we also specify Exceptional Accommodations made in the case of withdrawals due to injury, illness, hospitalization, pregnancy, bereavement, terminal illness of a family member, sudden job loss, and sudden relocation. 

WITHDRAWING BEFORE
COURSES START

ACCEPTANCE

• Once a student selects a course of their choice, or receives an offer to join a course following a Placement decision, they must register by signing a Progress Course Contract and purchasing either a Weekly Payment Plan, Monthly Payment Plan, or an Upfront Payment.

WITHIN 24 HOURS:

• Provided the student requests a refund in writing within 24 hours of registering,

  • The student may receive a full refund back to the original form of payment

  • The student may receive the full amount back as Account Credit

MORE THAN 2 WEEKS BEFORE COURSES START:

• Provided the student requests a refund in writing with more than 14 days before their program is scheduled to start,

  • The student may receive a full refund minus a $50 cancellation fee back to their original method of payment, or

  • The student may receive a full refund back as Account Credit (see “Account Credit Terms of Use”)

LESS THAN 2 WEEKS BEFORE COURSES START:

• If the student has not yet paid 30% of the cost of the program at the time of the withdrawal, they are responsible for paying any outstanding balance immediately, or in accordance with their current payment schedule until it is 30% complete.

• And provided the student requests a refund in writing before the program starts,

  • Provided the student has already paid in full for the Progress program,

  • The student may receive 70% of the cost of the program back to the original method of payment, or

  • The student may receive 80% of the cost of the program back as a refund in Account Credit (see “Account Credit Terms of Use”)
    
    

WITHDRAWING AFTER
COURSES START

LESS THAN 30 DAYS AFTER THE COURSE HAS STARTED:

• If the student has not yet paid 50% of the cost of the program at the time of the withdrawal, they are responsible for paying any outstanding balance immediately, or in accordance with their current payment schedule until it is 50% complete.

• Provided the student requests a refund in writing within fewer than 30 days of the start of the program,

  • Provided the student has already paid in full for the Progress program,

  • The student may receive 50% of the cost of the program back to the original method of payment, or

  • The student may receive 60% of the cost of the program back as a refund in Account Credit (see “Account Credit Terms of Use”)

• PLACEMENT EXCEPTION: If a student participates in a Placement Class within this period, and is denied participation in a higher level course they have already paid for in full, they may be considered for a full refund in account credit only, on a case by case basis, should no other reasonable course alternative at their assigned level be available. If they’re paying monthly, they may receive any balance already paid as a refund in account credit only, on a case by case basis. We recommend attending a Placement Class before registering for a course.

BEYOND 30 DAYS INTO THE COURSE STARTING (“REFUND DEADLINE”):

• Beyond 30 days into the start date of the Progress program is considered the “Refund Deadline”

• Students are required to complete all payments of their Payment Plans, regardless of participation, if they withdraw past the Refund Deadline

• Students are not eligible for any partial or full refunds to their original method of payment or to Account Credit, beyond the Refund Deadline, for any reason beyond what’s covered in Exceptional Accommodations

• At the discretion of LumiHQ, students who withdraw from Progress and continue to pay their payment plans may be eligible for drop-in class passes in lieu

• Upon request, students who have withdrawn from the program after the refund deadline will be eligible for a free General Admission ticket for themselves to attend the show on ONE night they would have otherwise been performing

company program refund policy

Our Company program is an auditioned, 10-month commitment with an intimate cohort. The costs associated with offering Company are significantly higher than other programs (i.e. merchandise, photoshoots, venue rentals, guest directors, guest facilitators, etc.), and are outlayed at the beginning of the year. It is also not possible to add any new students to the Company once the year begins. As such, we must maintain a stricter refund policy to ensure the Company program can run sustainably.

In the case of a student who accepts an offer to join Company:

• If the student is a new member of Company, they must pay the one-time sign-up fee

  • Provided the student requests a refund in writing within 24 hours of paying the fee,

  • The student may receive a refund back to the original form of payment, or

  • The student may receive the full amount back as Account Credit

  • No refunds are available after 24 hours of purchasing the sign-up fee

• If the student is a Company Alumni, they must commit to joining Company in writing. Beyond 24 hours after doing so, they are responsible for arranging the Company Payment Plan with LumiHQ, and completing the payment plan on schedule

• If the student misses a payment (due to credit card malfunctions, insufficient funds, etc.), they are required to make up the payment plus a $10 late payment fee, within 14 days of the missed payment. Failure to pay the balance owing, or to respond within 48 hours to LumiHQ’s missed payment notice to create a plan, will result in a ban from participating in all Luminesque classes until the payment has been made, and/or will result in the balance owed being sent to collections.

• If a student withdraws from Company for any reason other than those covered under “Exceptional Accommodations”, they are still responsible for all payments.

• At the discretion of LumiHQ, students who withdraw from Company and continue to pay their payment plans may be eligible to transfer to a Progress course in lieu

policies for specific promotional pricing options

ANNUAL PASSES

In the case of a student who purchases the promotional “LumiLifer Annual Pass”, which entitles them a discounted rate on two concurrent Luminesque Progress Returning courses:

• Payment plans may not be cancelled or refunded for any reason; the Student must pay the full amount of installments for the year regardless of participation

• If a student gives notice of withdrawal from either the Fall or Spring terms, more than 30 days before the start of the second (Spring) term, half of the full balance of the payment plan may be converted to Account Credit (see “Account Credit Terms of Use”), after the payment plan is complete

• If a student withdraws within 30 days into the second (Spring) term, they must complete the payment plan, and are not entitled to any Account Credit.

PRESALE PASSES

In the case of a student who purchases a “Presale Pass”, which is auto converted into Account Credit, and which entitles them to early course selection and other perks:

• Provided the student contacts Luminesque in writing before the Presale closes (i.e. Presale passes of the same type they have purchased are no longer for sale),

• Provided none of the Account Credit associated with the Presale Pass has been used towards any existing payment plan, or to purchase any other product,

• They are eligible for a refund of their Presale Pass, back to their original form of payment, minus a $20 cancellation fee.

• No refunds are available once the Presale is closed, for any reason.

GIFT CARDS

• Gift Cards are nonrefundable for any reason

• Gift Cards may be transferred to/used by any student

exceptional accommodations

TO POLICY SITUATIONS WHERE A STUDENT WOULD OTHERWISE BE INELIGIBLE FOR A REFUND

CONTENT WARNING: Mention of personal tragedies which some may find triggering

PREGNANCY

We understand that pregnancy may cause students to (expectedly or unexpectedly) withdraw from their program after the refund deadline. In the case of pregnancy that prevents a student from continuing classes, the following accommodations can be made:

• Provided the student gives written notice within 30 days of the program end date,

  • Payment plans must continue until they are complete, however

  • Student will receive a prorated amount in Account Credit (see “Account Credit Terms of Use”), determined by LumiHQ in alignment with how much of the program they had access to before the pregnancy
    

INJURY/ILLNESS/HOSPITALIZATION

We understand that hospitalization, injury, or illness (including mental illness and flareup of chronic illness/injury) may prevent students from participating fully, or cause a student to have to withdraw from the program, after the Refund Deadline.

If the medical emergency prevents a student from participating in more than 2 classes, but they are able to return, the following accommodations can be made:

• Provided the student gives written notice within 14 days of first the missed class(es), and written notice more than 2 days from their expected return,

  • Provided the student provides adequate documentation of the medical emergency (record of hospitalization, doctor’s note stating they cannot dance for X weeks, etc.),

  • Payment plans must continue until they are complete, however

  • Student will receive a prorated amount in Account Credit (see “Account Credit Terms of Use”), determined by LumiHQ in alignment with how much of the program they had access to before the emergency, after the payment plan is complete

If the medical emergency requires the student to withdraw from the program entirely, the following accommodations can be made:

• Provided the student gives written notice within 30 days of the program end date,

  • Provided the student provides adequate documentation of the medical emergency (record of hospitalization, doctor’s note stating they cannot continue, etc.),

  • Provided the student has already paid amounts proportional to the amount of the program they had access to before the emergency, as determined by LumiHQ,

  • Payment plans may be stopped, OR

  • Payment plans may continue until they are completed, and the student will receive a prorated amount in Account Credit (see “Account Credit Terms of Use”), determined by LumiHQ in alignment with how much of the program they had access to before the emergency, after the payment plan is complete
    

BEREAVEMENT/TERMINAL ILLNESS OF A FAMILY MEMBER

We understand that terminal illness or loss of a family member, or someone for which they’re a primary caretaker/guardian for, may cause students to have to withdraw from the program. In the case of withdrawal due to bereavement after the refund deadline, the following accommodations can be made:

• Provided the student gives written notice within 30 days of the program end date,

  • Provided they articulate the essential basics required to understand the situation (no documentation, medical details or proof required)

  • Payment plans must continue until they are complete, however

  • Student will receive a prorated amount in Account Credit (see “Account Credit Terms of Use”), determined by LumiHQ in alignment with how much of the program they had access to before the loss/terminal illness, after the payment plan is complete
    

SUDDEN JOB LOSS

We understand that sometimes students lose their employment suddenly, which may prevent them from being able to sustainably keep up with their payment plans. In the case of unexpected income loss or job termination after the refund deadline, the following accommodations can be made:

• Provided the student gives written notice within 30 days of the program end date,

• Provided the student gives written notice within 14 days of the job termination,

• Provided the student provides adequate documentation of the job loss (i.e. layoff letter, termination agreement, etc.)

• If the student withdraws from the program, payment plans may be stopped, IF the student has already paid amounts proportional to the amount of the program they had access to before the job termination, as determined by LumiHQ. If they have not yet paid the proportional amounts, they must pay any balance owed, and then can stop their payment plan

• While the student continues to participate in the program, payment plans may be paused for a maximum of 30 days, while the student continues to participate, and after the 30 (or less) days, the balance owing must be paid in full or payment plans must be resumed until completed, or

• While the student continues to participate in the program, payment plans may be adjusted to create a more sustainable payment schedule (i.e. smaller payments over a longer period of time), in accordance with a written arrangement between the student and LumiHQ agreed upon within 30 days of the job termination

SUDDEN RELOCATION

We understand that sometimes students need to relocate unexpectedly, which prevents them from finishing their programs. In the case of a sudden move outside of reasonable driving distance to any Luminesque location, after the deadline for refunds, the following accommodations can be made:

• Provided the student gives written notice within 30 days of the program end date,

  • Provided the student gives written notice within 14 days of the relocation,

  • Provided the student provides adequate documentation of the sudden move (i.e. eviction notice, job termination letter, etc.)

  • If the student withdraws from the program, payment plans may be stopped, IF the student has already paid amounts proportional to the amount of the program they had access to before the sudden relocation, as determined by LumiHQ.

  • If they have not yet paid the proportional amounts, they must pay any balance owed, and then can stop their payment plan.

• Any outstanding Account Credit balance on their account is subject to the terms under “Account Credit Terms of Use”, with no exceptions

THIS REPRESENTS THE END OF THE REFUND POLICY. Please contact glow@luminesquedance.com if you have any questions about our policies.