Frequently Asked Questions

You can easily schedule your lesson with us in one of the following ways:

• Schedule online in the Student Portal
• Contact us via email or by phone (206-407-9610) and we'll coordinate it for you. Please provide us with the following details:
  • Preferred days / dates / time
  • The instrument you're learning
  • Preferred teacher, if applicable
• Request a recurring lesson to set up a regular session with your teacher each week

Yes, you can reschedule your lesson if you cancel outside the 48-hour window. Simply choose an available time, and you can book a new lesson.

You can reschedule your appointment in one of the following ways in one of the following ways:

• Online via the Student Portal - You can cancel the initial lesson in your portal and use the credit to book into another slot
• Send us an email with the date of the session you'd like to reschedule and a few preferred days/times that will work for you
• Call or text us at 206-407-9610

If you have a regular recurring lesson and you need to cancel multiple lessons, please text us at 206-407-9610 or send us an email with the date range you need to cancel.

Please note that we only allow up to 3 cancellations in a row.

Students who have a recurring lesson each week make much more progress toward their goals!

If you'd like to reserve the same lesson time and instructor each week, please fill out this form and let us know your availability. Our office will work with you to schedule a regular lesson that meets your needs.

If you have a recurring lesson and need a new time, you can fill out the above form or please text us at 206-407-9610 or send us an email and we can cancel the recurring slot or adjust to a new schedule. You are unable to cancel a recurring time on your end.

Our most popular times are Monday through Friday, 4 pm - 6 pm, and these slots tend to fill quite quickly.

If your preferred lesson time is taken, we will put you on a waitlist and let you know if that slot becomes available. Until that time, we encourage you to schedule single lessons online.

We work hard to make schedules more convenient for families and siblings and try to schedule you within the same half-hour or hour. This largely depends on the time and day that you prefer, and the availability of teachers.

Please send us an email to let us know your needs and we'll work with you to find the most convenient recurring lessons for your family.

We can only hold spots for 3 weeks. If you are taking a longer vacation, you will most likely need to release your spot and we will work with you to set up a new one upon your return.

We offer lessons seven days a week and work hard to be flexible enough to accommodate even the busiest of schedules.

If your schedule changes quite frequently, you may also elect to schedule one-off lessons on a regular basis, but please note that this may result in working with more than one teacher.

Practice sessions are a great resource for new students who want to work on their skills but aren't yet ready to invest in their own equipment. We welcome students and members of the public to book our practice rooms when available.

Please note: If you book a practice session online, you must be able to work without supervision. You'll be e-mailed a code to get into the building, but we won't be able to provide any further guidance, assistance or instructional feedback. We provided four free sessions to new students for their first month with the assumption that a member of our staff will not be required to supervise you. If you need additional supervision, please book a regular lesson instead.

Off the Wall sends an invoice statement for music lessons on the first of the month using autopay for lessons during the calendar month.
Each month you will see an invoice in the portal for all of your lessons on the schedule for the calendar month.

Invoices are due prior to your first paid appointment. Everyone is set up on autopay and we have you login and add your payment method. We accept payment via credit or debit card in the Student Portal. We do not accept checks or cash.

Any unused credits in your portal will applied by the office toward your next invoice.

We only accept payment via debit or credit card via the Student Portal. If you have trouble logging into your portal and need us to resend your password reset e-mail us or text us at 206-407-9610.

Update payment methods:

Use the credit card symbol to add a new card and and set a default payment method if more than 1 payment method exists. The office can delete older cards, just text us to let us know if you'd like an old card removed.

Please remember if your invoice is missing a payment method or the method is declined and it isn't processed within 20 days of your invoice date  a late fee of $20 will be applied automatically.

When you cancel a lesson a reschedule credit is created. You may use that lesson to reschedule or ask the office to apply it toward your next invoice. You will see the invoice on your upcoming invoice as a date in the notes and "Account Credit" - $ on the invoice payment lines. The total paid will reflect any credits and amount paid by card. You can see how much you actually paid by viewing the charge next to 'credit card'

In this example below you can see that the invoice notes show there was one credit for December applied forward and we noted that the lesson for 1/2 was removed prior to invoicing and not added to the invoice. They were charged for 4 lessons and received an account credit of $45 and paid $135 by credit card for 4 lessons in January.

Credits are manually applied by the office each month. We do our best to apply them all forward, but sometimes they are missed. We will apply them forward as soon as aware.

Please review our Pricing and Policies for detailed information on how our billing works.
We do charge a late fee of $20 on all past-due invoices, so please keep your card updated.

When you cancel a lesson a reschedule credit is created. You may use that lesson to reschedule or can keep it on file for future use. Credits expire 365 days after creation.

You can add or update your card within the Student Portal. If you have trouble logging into your portal and need us to resend your password reset e-mail us or text us at 206-407-9610.

Update payment methods:

Use the credit card symbol to add a new card and and set a default payment method if more than 1 payment method exists. The office can delete older cards, just text us to let us know if you'd like an old card removed.

Yes, you can book and pay for individual lessons. Lessons must be paid prior to attending. To book single lessons you can do so here

Autopay goes through on the 1st of the month for all lessons on the schedule for that calendar month. If the lesson is not yet canceled it will be charged, but credited upon cancellation.

Cancelling lessons in an unpaid month:

If you would like to cancel a lesson prior to billing for a lesson in the next calendar month, please contact the office via phone, text or e-mail and we can cancel the lesson and reduce your invoice.

If you're cancelling more than a month out we will issue a service credit that will not be valid until that month is paid. Generally we will go through the month prior to the month the lesson is canceled in and credit the invoice for that lesson.

Cancelling in a paid month:

If cancelling lessons within 48 hours or more of a paid month the account will automatically issue a reschedule service credit which you can use to reschedule. If you would like these applied toward your invoice please contact the office and we can apply them toward your next unpaid invoice.

Balances can be used toward any family member or friend for any service.

• All refunds include a 6% processing fee.
  • Example of cancellation within 7 day window of the 1st - 10% refund fee
    • 1 lesson refund = $50 - 10% = $45 refunded back
    • 1 month refund (4 lessons) = $200 - 10% = $180 refunded back
  • Example of cancellation outside 7 day window 6% refund fee
    • 1 lesson refund = $50 - 6% = $47 refunded back.
    • 1 month refund (4 lessons) = $200 - 6% = $188 refunded back.

Within the Student Portal, you'll see your available lesson credits under Credits, and you simply click Use to begin scheduling a new lesson.