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Terms & Conditions

About Musaro and Definitions


Musaro is a web platform that connects students of any age, any ability and any instrument with high-quality, professional and vetted music coaches. 

Musaro is owned and operated by Musaro, a limited liability company registered in England under the company number 10946567. The registered address is 1st Floor, 1 East Poultry Avenue, London, United Kingdom, EC1A 9PT. 

These terms and conditions supersede any previous versions and come into effect from 16th March 2020. 

By using the web platform you agree to be bound by these terms and conditions. It is our recommendation that you print a copy for your records. 

“Web Platform” refers to


“Student” is a person using the Web platform to search and undertake music tuition either for themselves or for children for whom they are the parent or legal guardian. 


“The Coach“ is a professional, self-employed music Coach offering the services of music tuition and using communication, booking and fee collection services, provided by the web platform. 


The “Community” refers to Coaches, Students and Musaro Staff. 


The “Price” refers to the combined total of the Coach fee and the platform fee. 


The “Coach fee” refers to the amount of the price paid to the Coach. 


The “Platform Fee” is the amount deducted from the “price” in exchange for the services of marketing, communication, lesson booking and fee collection, provided by the web platform. 


“Transport Fee” refers to the additional cost applied by the Coach to cover time and expense associated with travelling to the home of the student, when the Student requests lessons at their home. 


A “Lesson Block” is a bulk purchase of 10 lessons. When a Student purchases a Lesson Block, the Coach can create lessons which are confirmed automatically. 


A “Confirmed Lesson” is a lesson which has been paid for through our booking system and confirmed by the Student. 


How Musaro Operates. We: 


Provide marketing, communication, booking and fee collection services for professional, self-employed music coaches. 


Provide a web platform where students can easily connect with a Coach, arrange and pay for music lessons. Both the Coach and Student receive a notification via email, and it is automatically put into the Coaches Google calendar. 


Take all reasonable steps to maintain the web platform and offer a consistent service. 


Vet our Coaches and ensure every Coach has a valid 
DBS Certificate in place before publishing on the platform. We ensure all Coaches agree to abide by our safeguarding and child protection policy, our code of conduct and our lone working policy. All our Coaches must read and understand the document Keeping Children Safe in Education. 


Interview our Coaches at application stage to ensure they meet our stringent criteria of quality and professionalism. We work with the Coach to make the text and images displayed on their profiles is accurate and clear. 


Act as a barrier between the personal and professional for our Coaches (as good safeguarding practice dictates). We maintain a notification system to ensure swift communication between Coach and Student is possible. From time to time we may monitor messages to ensure our standards of quality and professionalism are being maintained. 


Display clear and accurate fee information to both Coach and Student and settle all Coach payments within the parameters of time as described in these terms. 


Investigate all complaints (including refunds) in line with our complaints policy, which is available on request. 


Take the necessary steps to use and protect our Students’ and Coaches’ data as set out in our privacy policy. 


Our community Standards. Everyone who uses Musaro agrees to: 


Take responsibility for the safety and security of themselves and their children in contexts connected to Musaro. Including but not limited to using the internet safely. If Musaro are not contacted, we are not responsible for actions committed in your account. 


Ensure messages and content posted on the web platform are legal and in no way abusive, offensive or illegal. Where a message or piece of content is a cause for concern, you agree to report it to Musaro. 


Take reasonable steps and to exercise common sense when assessing the accuracy and legitimacy of information. Musaro takes all reasonable steps to ascertain accuracy of information but this is not guaranteed. 


In case an aspect of these terms and conditions are not followed, Musaro has the right to immediately and irrevocably ban anyone in the community from the Web Platform. Musaro decision is final. 


Student responsibilities. All students agree to: 

Expect Musaro to fulfil its responsibilities as described in these terms and conditions. Students accept that Musaro are not responsible for the behaviour or actions of Coaches. 


Not use the Web Platform unless they are 18 years of age or more. In the case of children and young people, parents and/or legal guardians must use the web platform on behalf of their children. Parents and legal guardians recognise that Musaro or anyone connected to Musaro, or Coaches advertising on the Web Platform do not act in Loco Parentis at any time. 


Provide accurate personal information for the purposes of communication, lesson booking and fee collection and all other activity associated with the Web Platform. 


Ensure that all lessons are confirmed and paid for in advance of the lesson taking place. Students accept that the lesson is not confirmed until they have taken the necessary steps to do so. Musaro recommends that lessons are confirmed within 5 hours of the Coach creating the booking. 


Always use the payment systems on the Web Platform to pay for lessons with your Coach. 


Allow Musaro to take payment and collect Coach Fees and also fees for services rendered on behalf of Coaches including marketing, communication, booking and fee collection systems, described on the web platform as platform fees. Musaro clearly displays this information within the payment flow in the web platform. 


Accept that once a payment is made and a lesson confirmed, the student has an agreement with the Coach and Musaro accepts no liability for the coaches responsibility in regards to this agreement. 


Continue to use the web platform for communication, lesson booking and fee collection purposes for the entire duration of their agreement with the Coach. All lessons with the Coach must be booked, confirmed and paid for using the web platform. 


Any attempts to circumvent the web platform and its services will be classed as disintermediation and may result in a ban from using the web platform. 


Provide a safe and sufficient environment, where lessons at the coaches home are required. In the interests of safeguarding and child protection, lessons in bedrooms are not recommended and open door practices are recommended. 


Accept the responsibility of quality assurance. Whilst Musaro undertake all reasonable steps to ensure the quality and professionalism of the Coach, it is the Students responsibility to use best judgement to ascertain the suitability for theirs or their children’s needs. 


Ensure that they have adequate systems for receiving notifications in line with their chosen notification settings. Musaro are not responsible if notifications or messages are sent and not checked or received by the student due to Students email systems failing. It is Musaro recommendation that the email address is saved as a contact in this regard. 


Abide by these terms and conditions and recognises that should, in Musaro opinion, the student has not done so, they may be banned from using the web platform. 


Pricing and Discounts 


The Web Platform operates a pricing structure, designed to satisfy the broad range of experience and socio-economic condition found in the UK. 


The Pricing Structure is as follows: 

  1. 1: £20 for 30 min From Student 

  1. 2: £20 Paid To Coach Via BACS/PayPal whichever the Coach prefers 


Upon sending a Coach a message, the Student can be sent an offer enabling the first lesson with the Coach to be half price. The offer is redeemed by using a discount code at checkout. This Offer is only made by the coach and not the platform and you are not obliged to offer this. This is just good way for coaches to grab the student initially.


Once the student has ascertained that they are happy with the services provided by the Coach, the student has the option to purchase a flexible block of lessons. Lesson blocks are available in quantities of10, lessons. Lesson blocks are available in durations of 30 minutes. 


The student qualifies for receiving a discount on the price when purchasing a block with 10 Lessons. The discounts available are 10 lessons - £160 which is £40 Off but guarantees you a block of 10 lessons


When a lesson block is purchased the Student gives permission for the Coach to automatically create and confirm lessons, using the information of date, time and duration provided by the Student after selecting the Musaro Calendar which is synced to the Coaches. 


The Web Platform agrees to provide notifications each time a lesson is booked and confirmed. It is the Student’s responsibility to check these details are correct and contact the Coach with any desired amendments in a reasonable amount of time prior to the lesson. 


The Web Platform will provide information, available in the My Account tab of the Students account, displaying how many lessons are remaining in the current block. 


The Web Platform will provide information on how to book a lesson and how to set up for your online lesson and what you will need. 

The Student has the right to instruct the Coach to create lessons at mutually convenient times for both Student and Coach. The date, time and location of each lesson are flexible and need not be the same for each lesson. 


In the unlikely event that a student does not feel satisfied with the quality of teaching overtime. The Student agrees to inform the Web Platform who will recommend a suitable replacement and transfer to the new Coach after the block has finished as full payment is paid to the coach. 


The Student has the right at any time to change instrument or Coach and transfer unused lessons from the block to another Coach. 


Should the Coach’s circumstances change with the effect they are no longer able to deliver future lessons purchased within a block. The Web Platform will search for a replacement Coach and transfer remaining unused lessons to the new Coach. 


All unused purchases may be returned to Musaro within 14 days from the date of purchase. 




The Price payable by the student will be clearly displayed on both the Coach profile and inside the lesson confirmation screen of the web platform. 

If the Coach cancels a lesson it will be refunded without charge or moved to another date which suites the student. 


The Price is the complete payment to the Coach as Musaro don’t not take a commission 


The Platform Fee is the amount taken from the Coach from The Sign Up Stage, payable to Musaro in exchange for the services of marketing, communication, booking and fee collection systems, provided to the Coach by the Web Platform. There are 3 different packages offered at this stage which the Coaches get to select for 1 or 2 years 


The Coach Fee is the amount payable to the Coach, collected by Musaro in its role as the Coaches agent. 


The Student agrees to pay for all lessons in advance, using the payment system within the Web Platform. 


The Payment system is provided by PayPal. The Payment system also accepts Visa, Visa Electron and Mastercard. 


Payment is withdrawn from the Students nominated account on the day of purchase. 


Musaro agrees to encrypt all card details using SSL (Single Socket Layer) technology. The Web Platform does not have access to the Students card information at any point. 


The Student has the option to purchase all Lesson Blocks and Fixed Term Plan by using the Payment function as many times as they want. 


Should a payment fail, Musaro will notify the Student by email. The student agrees to re-enter their card details in the Web Platform to allow a further payment attempt. 


The student agrees that Musaro will inform the Coach in event of a failed payment and the Coach will cancel further lessons until the Payment is successfully taken. 


In the event of more lessons being taken than have been paid for, the Student agrees that Musaro, in their capacity as agent for the Coach, has the right to pass on any debt to third party agencies, should monies be outstanding for a period longer than 3 months. The student acknowledges this may affect their credit rating. 


The Web Platforms payment option Paypal will provide a receipt available to Students email instantly after making payment


Bookings, Cancellations and Complaints. 


Once a lesson is confirmed, paid for but subsequently cancelled by the student with less than 24 hours notice, no refunds can be issued. 


If a confirmed lesson does not occur due to a Student not attending and the Student has made no attempt to cancel, no refunds can be issued. 


If a lesson does not occur because the Coach cannot gain get a hold of the Students link to join lesson and the Student has not responded to the Coaches attempt at communication, no refunds can be issued. 


In the event of the Student arriving late for a lesson online, the Coach agrees to wait for 20 minutes before cancelling the lesson. No refunds can be issued in this circumstance. This clause is applied at the coaches discretion and if the Student contacts the Coach to explain the delay, this clause can be waived. 


Lessons cancelled by the Student with greater than 24 hour's notice may either be rescheduled at no extra cost or a full refund may be requested. 


Where a refund request meets the terms as set out in clause 7.5 of these terms, or in case of a complaint, the refund will be made by bank transfer within 14 days of the request. 


A student has the right to cancel a lesson at any time up to the start of the lesson. 


To cancel the lesson, the Student must send the Coach a message using the web platform. 


The Coach has the right to cancel a lesson at any time up to the start of the lesson. All lessons cancelled by the Coach will either be refunded, as described in clause 7.6 
of these terms or rescheduled at a mutually convenient time for both Coach and student. 


All complaints, including those around lesson quality, non attendance of a lesson by the Coach, Coach conduct, Student conduct and issues around the web platform will be handled in line with the Musaro complaints policy. A copy of which is available upon request. 


Safeguarding and Child Protection 

Musaro recognises that safeguarding and child protection are of paramount importance. It is the responsibility of everyone in the Musaro Community to help keep children safe. 

The DSL (Designated Safeguarding Lead) for Musaro is Marc Andrew. He can be contacted via email at 


Musaro will update their safeguarding and child protection policy in May every year and engage the services of an expert consultant to help the policy reflect changes in law and best practice. 


All Coaches are provided with the document 
Keeping Children Safe in Education and must read and understand this document before being published on the web platform. 


All Coaches are provided with a code of conduct, including acceptable use policy which must be read and adhered to at all times. A copy is available upon request. 


All Coaches are provided with a lone working policy which must be read and adhered to at all times. A copy is available upon request. 


All policies and documents will be reviewed annually in May and new versions will be distributed as appropriate. 


Any concerns regarding an issue of safeguarding or child protection should be brought immediately to the attention of the DSL using Musaro proforma, available on request. 


Disclaimers and Limitation of Liability 


These terms and conditions do not impede or limit the Web Platforms liability for anything that is not permitted by law to do so. 


Musaro are not liable for any loss or damage caused by the Students use of the Web Platform as laid out in these terms and conditions. 


The Student may be liable for any loss or damage caused to Musaro resulting from a breach of these terms or other misuse or abuse of

the Web Platform. 


Intellectual Property 


By accepting these terms, The Musaro Community agree to provide a permanent licence to Musaro which is free of royalty and non-exclusive, which enables Musaro to distribute, copy, display in public and create derivative works based on material submitted by the Musaro Community. 

Changes to Terms and Conditions 


These terms and conditions supersede any previous versions and come into effect from 24th Jan 2020 


Musaro reserve the right to alter these terms and conditions at any time. The Musaro Community is encouraged to check the terms and conditions section of the website regularly to ensure they are aware of any changes. We will endeavour to communicate changes to all in the Musaro Community, ahead of time. 


Governing Law and Jurisdiction. 


The terms and conditions set out here and any dispute or claim (inclusive of those not of a non-contractual nature) associated with them shall be settled in accordance with English Law and the courts of England will have total jurisdiction over the process. 

If any part of the terms and conditions set out here is found to be unenforceable in keeping with clause 12.1 
all other parts remain intact. 


Arrangements for students of music services and hubs working with during the Covid 19 crisis of 2020 


Musaro has in place an agreement with your music service or hub which supersedes these terms and conditions as previously described. 


Musaro recognises that you have an existing agreement with your music service or hub and your use of the services provided by Musaro does not infringe nor override that agreement. 


Musaro has been engaged by your music service or hub to provide an online classroom and administrative services. 


Musaro processes your data in accordance with both our privacy policy and specifically to enable your child/s music education to continue via our online lesson. 


By using our services, you acknowledge that you have given consent to your child/s teacher, or your music service or hub to continue your child/s music education online via  


As a result of your instructions as described above, either you or your music service or hub have set up a student account in your name or your child/s name at, part of Musaro. 


By accepting these terms, you agree to use the platform provided via, part of Musaro to arrange your child/s music lessons in the online space provided. 


By accepting these terms, you agree that any issues, complaints or grievances that occur as a result of your interaction with a teacher, albeit due to lesson quality, communication and any other factor due to delivery, will be taken up with your music service or hub and Musaro will be in no way liable as a result. 


Furthermore, Musaro recognises that payment and billing for lesson undertaken by the Student will be processed via your music service / hub and therefore Musaro will not claim, nor be able to claim any monies from the student in exchange for their activity on the web platform. 


By accepting these terms, you acknowledge that you are able to terminate the arrangement by contacting your music service or hub and that Musaro will be in no way liable for any issues or disputes which might incur as a result. Termination of the arrangement will be governed by the terms upon which you have entered via your music service or hub. 


By accepting these terms you expressly concur that Musaro/s role in your relationship with your music service or hub is to solely provide the technology and administrative support to enable online learning to take place, at no extra cost to the student.