Booking Terms & Studio Policies


By booking a class, purchasing a membership, or attending an event with us, you agree to the following policies. These guidelines help us create a safe, fair, and empowering environment for everyone. This policy will need to be acknowledged prior to booking a class with Dance Heels Up via our online booking portal.

Booking, Refunds & Cancellations

Bookings

  • Bookings must be made via Momence.

  • Cash payments are not accepted for casual classes, workshops, or course bookings.

  • Cash may be accepted for private dance events only.

  • Invoices are issued only for private dance events.

Refunds & Credits

  • No refunds are offered for change of mind, missed classes, incorrect bookings, illness, or traffic delays.

  • Refunds are considered only if Dance Heels Up cancels a class without rescheduling, or on compassionate grounds (e.g., passing of a loved one).

  • To apply for a refund on compassionate grounds, please complete the Refund Request Form.

Cancellations

  • You can cancel your booking at any time.

  • To avoid penalties, cancellations must be made at least 8 hours before the class start time:

    • Paid classes: You’ll receive a monetary credit to your account.

    • Memberships/Subscriptions/Packages: You’ll receive a class credit to your pass (expiry dates remain unchanged).

  • Cancellations made less than 6 hours before class will incur a $10 late cancel fee.

  • No-shows will incur a $15 no-show fee.

  • Cancellations must be made through Momence or the login link in your booking confirmation email.
    We do not accept cancellations via email, text, phone, or social media.

Class Attendance & Studio Etiquette

Arrival & Check-In

  • Casual classes are 70 minutes long, including:

    • First 5 minutes: Check-in, greetings, and class briefing

    • Last 5 minutes: Cool-down, group photo, Q&A, and studio handover

  • Workshops, courses, and private lessons may vary in length. Please refer to specific event details when booking.

  • Please arrive 5–10 minutes before your scheduled class time.

  • Wait outside until invited into the studio.

  • Failure to check-in may result in a no-show fee.

  • Only checked-in classes contribute to our Milestone Rewards Program.

Respect for Venues

  • Please respect Dance Heels Up’s hired venues and other patrons.

  • Students are responsible for any damage caused to studio or venue property.

Lost Property

  • Dance Heels Up is not responsible for lost or stolen items.

  • Please avoid bringing valuables to class.

  • Lost items must be retrieved by contacting the venue directly.

Schedule, Changes & Notifications

  • Our Momence portal is our live, up-to-date schedule.

  • Classes, instructors, and times may change.

  • Dance Heels Up may substitute instructors or cancel classes if needed.

  • Students will be notified of any cancellations or changes via SMS and email.

Health, Safety & Compliance

  • Students participate at their own risk and must ensure they are medically fit to attend.

  • You must disclose any pre-existing injuries or medical conditions when booking.

  • Dance Heels Up - holds Public Liability Insurance and maintains APRA AMCOS Music Licensing for the legal use of music at classes and events.

  • All instructors are First Aid certified and hold Working With Children Checks (WWCC) for classes involving minors.

Dress Code & Footwear

  • Students must follow our Footwear and Attire Policy.

  • Offensive clothing (e.g., inappropriate slogans) is not permitted.

  • Failure to meet attire guidelines may result in removal from class without refund.

Behaviour, Conduct & Right to Refuse Service

We aim to provide a welcoming and respectful environment for all.

Unacceptable behaviour includes:

  • Bullying, harassment, aggression, or disruptive conduct

  • Defamation, gossip, or spreading misinformation

  • Refusal to follow staff instructions or venue rules

Respect is expected toward:

  • Dance Heels Up staff and guest teachers

  • Other students

  • Hiring venues and other patrons

Refusal of Service

Dance Heels Up reserves the right to refuse entry, remove, or ban participants for:

  • Disruptive or Threatening Behaviour: Aggressive, abusive, intimidating, or unsafe conduct.

  • Dress Code Violations: Failing to comply with attire policies (e.g., footwear, clothing).

  • Legal Obligations: Non-compliance with public health mandates, age restrictions, or venue rules.

  • Past Misconduct: Previous documented incidents of theft, harassment, or serious disruption.

These measures are enforced to protect the wellbeing of our community.

Milestone Rewards Program

  • Dance Heels Up’s Milestone Rewards Program launches on May 1st, 2025.

  • Students who attend and check-in to classes can earn gifts such as gift cards and merchandise.

  • Rewards are subject to change at Dance Heels Up’s discretion.

  • No refunds or warranties are provided on gifted items.

  • Gift cards awarded cannot be redeemed for cash.

Photography, Videography & Media Release

By participating in any Dance Heels Up class, workshop, or event, you consent to your image or recording being used for:

  • Website marketing

  • Social media (Facebook, Instagram, TikTok)

  • Email communications

  • Studio advertising, brochures, and promotional materials

If you prefer not to be filmed or photographed, please notify your instructor at the start of class or email info@dancehu.com.
No compensation is provided for participation in photos or videos.

Memberships, Packages, Gift Certificates & Retail Purchases

Memberships & Packages

  • 5-Class Package: Valid for 1 month from purchase.

  • 10-Class Package: Valid for 2 months from purchase.

  • Tiny Dancer Membership: Valid until 31 December 2025.

Gift Certificates

  • Gift certificates are valid for 3 years unless otherwise stated.

  • Promotional gift cards (e.g., prizes, giveaways) may have shorter expiry periods.

  • Gift cards and certificates are non-refundable and not redeemable for cash.

Retail Purchases (e.g., Knee Pads)

  • Items must be picked up in-studio.

  • No returns or refunds for change of mind, incorrect fit, or general wear and tear.

  • Refunds are available for major faults or failures in accordance with Australian Consumer Law.

  • If your item is faulty (excluding wear and tear), you may be entitled to a repair, replacement, or refund.

Privacy & Data Collection

  • Dance Heels Up collects necessary personal information (e.g., contact details, emergency contacts, medical disclosures).

  • Information is securely stored and used only for operational purposes.

  • We do not sell or share student information.

  • Students may request access to or deletion of their data by emailing info@dancehu.com.

Studio Hours & Contact

  • Dance Heels Up operates on a flexible timetable.

  • We are an email-first business for customer service.

  • For inquiries, please email info@dancehu.com (allow up to 2 business days for a response).

  • Our booking system number, 0483 940 517, is for automated booking communications only.

  • Two-way SMS is available, but email remains our preferred method for customer support.

  • This number is not monitored for calls or casual texts.

Acknowledgment of Terms

By booking or participating in any Dance Heels Up class, event, or service, you confirm that you:

  • Have read, understood, and agreed to these Terms & Conditions.

  • Consent to the use of photos and/or videos captured during classes or events for marketing and promotional purposes, unless you opt out in writing.