Policies
Clear guidelines on cancellations, weather events, and how we protect your privacy.
Cancellation Policy
Individual Lessons
- 24+ hours' notice: no charge.
- Less than 24 hours' notice: 50% of the lesson fee.
- No call / no show: 100% of the lesson fee.
- Sickness with a medical certificate: no charge.
- Sickness without a medical certificate: 50% of the lesson fee.
- Bad weather closure: no charge (see Bad Weather Policy below).
Group Lessons
- Group lessons are non-refundable.
- Make-up lessons are available with a medical certificate only.
- No make-up lessons for personal leave, including holidays, interviews, or birthdays.
Bad Weather Policy
Typhoon
When Typhoon signal No 8 or above is hoisted before 8am:
- We will be closed until the signal is lowered.
- We will restart 2 hours after the signal No. 8 is lowered, if this takes effect by 2:00pm or earlier.
When Typhoon signal No. 8 or above is hoisted between 9:30am to 6:30pm:
- All other clients will be individually informed to reschedule their appointments by telephone at once.
- No fees will be charged.
When Typhoon signal No.3 is hoisted before 8am:
Contact the educator to arrange the lesson.
When Typhoon signal No.1 is hoisted anytime:
- Sessions will continue as usual.
- Fees will be charged if you choose not to attend.
Rainstorm
When the Black Rainstorm signal is hoisted before 8:00am:
- We will be closed until the signal is lowered.
- We will restart 2 hours after the Black Rain signal is lowered, if this takes effect by 2:00pm or earlier.
When the Black Rain signal is hoisted between 9:30am to 6:30pm:
- We will be closed at the discretion of the educator.
- If closed fees will not be charged.
When the Red Rainstorm signal is hoisted before 8:00am:
Contact the educator to arrange the lesson.
When the Amber Rainstorm signal is hoisted anytime:
- Sessions will continue as usual.
- Fees will be charged if you choose not to attend.
Confidentiality & Privacy
Everything shared with Surge — about your child, your family, your concerns — is treated with the highest level of confidentiality. No information is shared with schools, family members, therapists, or any third party without your explicit written permission.
Session notes, screening results, and IEPs are stored securely and shared only with you unless you authorise otherwise.
If I work with your child's school or other professionals, I will always discuss what information will be shared and obtain your consent before doing so.