Terms & Conditions

Eximo – Terms & Conditions for Customers

By using Eximo’s services, you agree to the following terms and conditions:

1. Overview
Eximo is a booking and lesson management platform that connects students with freelance music teachers. Eximo facilitates scheduling, communication, and payment processing but does not directly employ the teachers. All lessons are delivered by independent professionals.

2. Booking and Payment
Lesson bookings are confirmed upon payment through our secure system.
The stated price includes both the lesson fee and any applicable Eximo platform fees.
Payments are held in trust and distributed to teachers as per their independent service agreement.
Trial lessons are subject to availability and may be withdrawn or rescheduled at any time.

Accidental Charges
If you are charged in error, Eximo will issue a full refund of the incorrect amount. However, no additional compensation will be offered, and Eximo will not be held liable for any losses or inconvenience resulting from the error.

3. Teacher Relationship
Teachers are independent contractors, not employees of Eximo.
By booking a lesson, you are entering a direct service relationship with the teacher.
Eximo is not responsible for the content, conduct, or outcomes of lessons delivered by teachers.

4. Lesson Content and Suitability
Lessons are tailored to individual students and outcomes may vary.
While we work to match you with an appropriate teacher, Eximo does not guarantee specific results, qualifications, or achievements.
It is the parent or guardian’s responsibility to supervise lessons for under-18s and ensure a suitable learning environment.

5. Cancellations and Rescheduling
Cancellation and rescheduling policies are outlined in the specific booking option you have chosen. These policies may vary depending on whether the lesson is online, in-person, or arranged under other terms.
At a minimum, 24 hours’ notice is required to cancel or reschedule a lesson, but some booking options may require more notice. By confirming a booking, you agree to the cancellation terms stated for that particular arrangement.
Missed or cancelled lessons are generally not eligible for a refund if notice is not given within the required period.

6. Safety and Conduct
Eximo vets any teachers it manages but is not an employer and accepts no liability for teacher actions.
Teachers working with minors must hold enhanced DBS checks; while Eximo regularly checks this, it is not responsible if a teacher fails to maintain such checks.
Any concerns about teacher conduct or compliance should be reported to Eximo immediately. Eximo takes all concerns seriously and may remove teachers from the platform as necessary.
An adult/helper must be present throughout lessons to assist minors.
You are responsible for health and safety throughout your or your child’s lessons. You must not engage in any activity deemed unsafe, even if advised by your teacher.
Eximo and its teachers disclaim all liability for any injury, loss, or damage arising from failure to comply with these safety obligations.

7. Limitation of Liability
To the maximum extent permitted by law:
Eximo shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of the platform or lessons delivered.
We are not liable for injury, property damage, or emotional distress resulting from your participation in lessons.
Eximo is not responsible for the actions or omissions of any teacher.

8. Data and Privacy
Your personal information is processed in line with our Privacy Policy.
We use secure systems to protect your data and never share it without your consent, except where required by law.
Personal data is shared with the teacher to facilitate lessons and communication.
Eximo is not liable for any actions teachers take with your data, nor for any data breaches or leaks occurring on third-party platforms or communication apps used by teachers (such as WhatsApp, Fresha, email, or phone services).
Teachers are advised not to save personal data unnecessarily; any necessary data is stored primarily on Fresha.
If teachers must save contact details for communication purposes (e.g., to use WhatsApp), this is done at their discretion and responsibility.

9. Communications
Any communications regarding bookings, cancellations, and payments must be made through Eximo.
If you need to communicate with your teacher outside of lesson time solely for lesson-related queries, please send your query to Eximo to pass on to the teacher. Alternatively, Eximo can set up a shared WhatsApp group to facilitate communication.
Bookings or cancellations made directly with the teacher and not through Fresha or the Eximo platform may not be honored.
For the protection of both parties, teachers and students are not permitted to have social contact outside of lessons.
If you terminate your lessons, you agree not to contact or pay the teacher directly for their services unless you were introduced to Eximo by the teacher themselves and the teacher has stopped using Eximo.

10. Changes to These Terms
We may update these terms occasionally. Continued use of the platform after changes constitutes acceptance.

11. Governing Law
These terms are governed by the laws of England and Wales. Disputes shall be subject to the exclusive jurisdiction of the English courts.

When you book for the first time, you will have to register an account with Fresha. Once registered, you can manage all your bookings and packages by logging into your Fresha account. If you need any assistance, do not hesitate to contact Eximo.

Weekly membership changes must be made through Eximo and not Fresha. Note that if you cancel a weekly membership without informing Eximo, it will not automatically cancel your recurring appointments and you may still get charged for these. 

• Weekly memberships will be scheduled in for the same day and time each week

• Cancel your membership - Contact Eximo 9 days before the next scheduled lesson or at least 2 days before your next payment date and in accordance with the cancellation times

• Pausing your membership - Contact Eximo 9 days before the next scheduled lesson or at least 2 days before your next payment date and in accordance with the cancellation times. A start date must be given

• No refunds can be made for late cancellation / pausing 

• You can check your payment date in your Fresha account. 

• Pausing your membership may change your weekly payment day

• Lessons not taken up within each subscription period will expire

• Check how many lessons are included in each membership on your teacher's bookings page on Fresha

• If membership is paused without a start date, your recurring slot may no longer be reserved and may be opened to the public. Once you restart, you can book as per availability

• For online lessons – Login to your lesson at least 5 min before your lesson time to avoid any technical issues or last minute panic if you cannot find your lesson link. Your lesson link will always be the same link you have been given for your trial lesson unless you were advised otherwise. Missed time for late log-ins cannot be made up unless it is the teacher's fault for not admitting the student into the meeting at the booked time. 

• For in person lessons - Make sure to turn up / be ready by your lesson time. Missed lesson time due to student's late arrival cannot be made up

• Only in exceptional circumstances can a refund be made. In this case a £5 transaction fee will be applied and may have to be made via Bacs

Extra policies for bookings & Cancellation policies for Lessons Online and at student's or teacher's home

• Consult Eximo first on availability before booking your lessons. It will be booked as a recurring slot for the same day/time

• Once you have bought your membership subscription, your lesson will be scheduled in for the same time / day as agreed every week

• All subscriptions for online lessons and lessons at teacher's/student's home can be changed up to 24hrs before your scheduled lesson time but must be taken within your subscription period (week/month from the date of payment) according to your teacher's availability. If no alternative date within your subscription period can be found, your lessons expire.  

• Cancellations within 24hrs of scheduled online lessons/lessons at student's/teacher's house, and no shows cannot be changed or refunded. 

Extra policies for bookings & Cancellation policies for Lessons at a studio

• For lessons at a studio, consult Eximo first on studio availability before booking your lessons. It will be booked as a recurring slot for the same day/time

• To change the lesson date, contact Eximo at least 9 days before your next lesson to not miss a paid lesson. 

• To pause or cancel, do this at least 9 days in advance of your next lesson to not miss a paid lesson

• The membership can be paused/cancelled anytime, however the time frame above applies

• Even though Fresha will technically allow changes/cancellations 24hrs before a lesson, if you change/cancel your lesson within one week of the lesson, these changes may not be honoured and you are likely to be charged for your lesson due to studio booking charges.

• If your teacher’s and studio’s availability allow for change closer to your lesson, your lesson can be changed as long as it is within your subscription period (week/month from the date of payment). This is not guaranteed. Absolutely no changes can be made within 72hrs of the scheduled lesson time

• You can manage all your bookings in your Fresha account
• Once you have booked your package, book in your lessons according to your teacher's availability. Do this as soon as possible to avoid disappointment of availability
• Lessons can be booked within 6 months of the date of purchase. They will expire after if not taken up
• All bookings can be changed up to 24hrs before your scheduled lesson time
• You can change your lessons to a future date up to 6 months from the date of purchase as per your teacher's availability
• Cancellations within 24hrs of scheduled lessons, and no shows cannot be changed or refunded. 
• For online lessons – Login to your lesson at least 5 min before your lesson time to avoid any technical issues or last minute panic if you cannot find your lesson link. Your lesson link will always be the same link you have been given for your trial lesson unless you were advised otherwise. Missed time for late log-ins cannot be made up unless it is the teacher's fault for not admitting the student into the meeting at the booked time
• For in person lessons - Make sure to turn up/be ready by your lesson time. Missed lesson time due to student's late arrival cannot be made up
• Only in exceptional circumstances can a refund be made. In this case a £5 transaction fee will be applied and may have to be made via Bacs

• For lessons in person, times and location must be agree beforehand with Eximo. 
• You can manage all your bookings in your Fresha account
• All bookings for online lessons and lessons at teacher's/student's home can be changed up to 24hrs before your scheduled lesson time, 72hrs for lessons at a studio (this must be made directly with Eximo and not on Fresha).
  Even though Fresha will technically allow changes 24hrs before a lesson, if you change your lesson within 72hrs for studio bookings, these changes can not be honored and you will still lose your lesson.
• Within the times mentioned above, you can change your lessons to a future date up to 6 months from the date of purchase as per your teacher's (studio's i/a) availability
• Paid lessons cannot be refunded
• Cancellations within 24hrs of scheduled online lessons/lessons at student's/teacher's house, 72hrs for lessons at a studio and no shows cannot be changed or refunded. 
• For online lessons – Login to your lesson at least 5 min before your lesson time to avoid any technical issues or last minute panic if you cannot find your lesson link. Your lesson link will always be the same link you have been given for your trial lesson unless you were advised otherwise. Missed time for late log-ins cannot be made up unless it is the teacher's fault for not admitting the student into the meeting at the booked time
• For in person lessons - Make sure to turn up/be ready by your lesson time. Missed lesson time due to student's late arrival cannoth be made up
• Only in exceptional circumstances can a refund be made. In this case a £5 transaction fee will be applied and may have to be made via Bacs

If your teacher cancels a lesson, we will reschedule your lesson to another day at no extra cost.

For memberships - if no other day can be found within the membership period, your lesson can either be moved to another period or your membership can be paused for the next membership period.

If your teacher discontinues working with Eximo or you want to change teachers, bookings can be moved to another teacher at no extra cost.

The link you were given for your trial lesson will be the same link for all your bookings. Please save this link somewhere you remember and can access it. Fresha sends out reminder emails that include a secret website link to find your teacher's lesson link. Please contact us immediately, if you still cannot find your link. Missed lesson time due to not having your link cannot be rescheduled.

• Any communications regarding bookings, cancellations and payments should be made through Eximo. If you need to communicate with your teacher outside of your lesson time solely for queries concerning lessons, send your query to Eximo to pass on to the teacher. Alternatively, Eximo can set up a shared whatsapp group.
• Bookings / Cancellations made directly with the teacher and not through Fresha may not not be honored. Teachers and students are not permitted to have social contact for the protection of both parties. 
• Shall you teminate your lessons, you may not contact or pay the teacher directly for their services for the year after terminating your lessons.