Important to know first

Most Pulse communication still comes through our usual studio email address and phone number.

Studio Pro emails are primarily system notifications (billing, enrolment confirmations and receipts).

If you are only receiving Studio Pro emails and nothing else from us, please get in touch — it’s likely something isn’t connected correctly and we want to fix that for you.

🚨 SMS alerts for class cancellations (important)

The only time we use Studio Pro for class-wide communication is for urgent SMS alerts such as class cancellations or last-minute changes.

To receive these alerts, you must opt in to SMS notifications in your Parent Portal.

If you don’t opt in, you will not receive cancellation messages.

We do not use this feature for marketing — it is purely operational and only used when necessary.

What Studio Pro is used for

Studio Pro is your hub for managing enrolments and billing, including:

- Viewing enrolled classes and student details

- Registering for additional classes

- Viewing statements and upcoming payment dates

- Updating payment information

- Marking absences or notifying teachers if you can’t attend

IMPORTANT STEPS FOR ALL CUSTOMERS TO CHECK

If you were enrolled by staff (in person or over the phone)

You will receive an email with your Studio Pro login details and a temporary password.

Once logged in, please check the following:

☐ Log in to your Parent Portal

☐ Add or confirm payment details

☐ Opt in to SMS notifications

Profile name → Settings → Communication → enable all SMS options

☐ Sign all waivers (each waiver only needs to be signed once)

Please note: some families notice waivers do not visually update after signing.

If you have signed them once, they are recorded on our end, even if the portal does not appear to refresh.

If you enrolled online yourself

You will already have a Studio Pro account using the login details you created during enrolment.

Please log in and double-check:

☐ Payment details are correct and up to date

☐ SMS notifications are enabled

Settings → Communication → enable all SMS options

Waivers will already be completed, but you are welcome to review them at any time.

If you have any trouble accessing your portal or are unsure whether everything is set up correctly, our team is always happy to help.

View your portal link ➝ HERE

By now, you’ve probably noticed that communication is a big priority at Pulse. We use a few different channels to make sure important information reaches families clearly and on time. Below is a guide to how we communicate, what each channel is used for, and what to do if something isn’t coming through.

Phone & direct SMS

You can contact our admin team on 0483 931 157. We are happy to answer any questions over the phone or via SMS and are generally available 9am - 7pm Monday - Friday and 10am - 1pm Saturdays.

Please note that phone calls are diverted to Miss Bek and may not be able to be answered during teaching hours. If your call is not answered please send a follow up SMS to reach our full-time admin, Kimberly.

If anything is urgent Kimberly will be able to contact the correct staff member through our internal staff channels.

Email (important to read)

We send regular emails with important studio updates, reminders and event information.

Due to modern AI-based email filtering, some email providers block or filter our emails before they reach your inbox. This means some families don’t realise they’re missing communication because they’re only receiving automated system emails (such as billing notifications).

This is especially common with:

Outlook / Hotmail / Live

Yahoo

BigPond

If you are not receiving general studio emails, please contact us so we can troubleshoot and help fix this. We have workarounds to improve delivery and ensure you receive important updates.

To help us with this we would appreciate if families:

- Ensure we have a current email address on file

- Add [email protected] to your contacts and mark as a known/safe sender

- Open all email communication (don't let us sit unread - this reduces our "sender score")

We promise not to flood your emails with junk - we just want to make sure all families are informed of happenings at Pulse!

Studio Pro Parent Portal (GoStudioPro)

Studio Pro is used for enrolment and account management.

You can send:

- Note Student Absence

- Email us directly from the portal

We send:

- Automated system billing emails & Receipts

- Bulk class SMS regarding class cancellations and whole class updates (no-reply)

BAND app (for all PULSE students)

The BAND app is used across the entire studio for all students — not just music or band classes. “Band” is simply the name of the app.

BAND is used for:

- Messaging teachers directly about your child in class, practice materials etc (no admin matters)

- Class-specific updates, photos and videos from teachers

- Studio-wide reminders via the Pulse Families group

- Reminders to check your email for important announcements

- Practice music, videos and more.

If you need to communicate with a teacher, BAND is the best place to do so. However, teachers are not required to monitor BAND app outside their work hours so for anything urgent, attendance updates, admin or billing enquiries, please contact the admin team via phone, SMS or email and we will notify your teacher via our internal staff channels

All information about what the BAND app is and how to access your child’s class groups can be found by clicking here.

Social media messages

Facebook and Instagram DMs are monitored by our admin team and can be used for quick enquiries.

If you’re ever unsure whether you’re receiving the right information, or which channel to use, our admin team is always happy to help.

Student absences

We do not offer catch-up lessons, credits or refunds for student absences.

Your weekly fees secure your child’s place in their class or private lesson each week, whether or not they attend. This allows us to keep classes running consistently, staff appropriately, and studio operations stable.

When a class is cancelled by Pulse

If a scheduled lesson or class does not go ahead due to circumstances on our end (for example, teacher illness where a substitute cannot be arranged), we will offer a catch-up lesson.

In most cases:

We will always attempt to provide a substitute teacher, and classes will run as normal

If a substitute is not available, a catch-up option will be arranged

How catch-up lessons are offered (group classes)

Catch-up options depend on the class type and timetable availability. These may include:

- Attending another class of the same style during the same week or in a following week

- Attending a different class if same-style options aren’t suitable to your availability

- A scheduled catch-up class for the entire group (where class is the only one of it's kind in the timetable)

Where a full catch-up class is required, these are most often scheduled on weekends, or occasionally at an alternate time during the week. We aim to schedule and communicate catch-up details as quickly as possible and, where possible provide at least 14 days notice.

Public holidays

Classes do not run on public holidays.

For public holidays, affected classes are usually transferred to a Weekend catch-up, and families are notified in advance with full details. If alternative arrangements are required, we’ll always communicate available options.

Private lessons

For private lessons, we will first look at:

- Covering the lesson with another available teacher, or

- Offering an alternative lesson time during the week with the same or different teacher

If this isn’t possible, teachers will run a dedicated private lesson catch-up day, often on a weekend, with at least 2 weeks notice. A schedule of lessons will be sent out. If you are unable to make the scheduled time please let us know at least 48 hours before the scheduled catch up time and we will work with you to arrange an alternative time/day.

If you’re unable to attend a scheduled catch-up due to travel or another commitment, please let us know. We’ll always do our best to help find a suitable alternative where possible. However, once a catch-up period has passed without attendance or communication, the catch-up cannot be reclaimed.

If you’re ever unsure what applies to your child’s class or lesson, our admin team is always happy to clarify and help you navigate options.

Enrolment Status

- Enrolments at Pulse are ongoing and continue from term to term unless we’re notified otherwise. Please inform us in writing if you are not returning the following term so we can process your unenrolment and cancel your fee payments.

- An annual enrolment fee of $40 applies per child and is charged at time of enrolment.

- Current students are given priority access to re-enrol for the following year for one week in December before enrolment is opened to the public. All students need to re-enrol to confirm their places for the following year.

How billing works

- Tuition fees are charged weekly and processed on Thursdays

- Charges are added to accounts weekly so families can easily track fees

- A valid credit card must be linked to your account before your child’s first class

- If payment details are missing or need updating, attendance may be paused until this is resolved

- We’re unable to accept cash or bank transfer payments

Late or missed payments

- If a payment fails to process on Thursday we will attempt again on Friday and Monday. Any remaining balance will be then added to the following Thursdays payments.

- If an account falls behind by two or more weeks, attendance in classes may be temporarily paused until the balance is brought up to date

- A late fee may be added to overdue balances

In rare cases where accounts remain unpaid, further action may be required to recover outstanding fees. Account holders are responsible for any fees associated with collection.

Changing and Cancelling enrolment

- You can change the types and number of classes on your enrolment at any point up until Term 4.

- 14 Days notice is required to cancel enrolment completely this usually equates to two billing weeks.

- If notice isn’t received before the start of a new term, the first two weeks of fees may still apply.

- Any students enrolled as of Monday, Week 3 of Term 4 remain enrolled until the end of the year. This is because we will have already allocated their participation in our end of year events as well as the associated expenses. (Concert medals, shirts, costumes have been purchased and the concert fee is allocated based on these numbers and any variation in this has a a huge impact on our operational costs. We thank you for understanding)

Trials

- Free trials operate on a “Love it or it’s free” basis

- If you choose to enrol after a trial, the trial class will be billed

- If you decide not to continue, no charge applies

Public holidays & class cancellations

- Classes do not run on public holidays (see term dates above) however your weekly fees remain the same. Catch up lessons are offered in this instance.

Concerts & additional costs

- We do not charge for costumes for recreational classes. Costumes are hired to students to use for concert and performances.

If a costume is damaged, lost or requires additional cleaning, repair or replacement, a charge may be added to your account

- Uniform and shoes are separate expense from weekly fees.

- All students enrolled in Term 4 are required to pay a "concert participation fee". This fee is communicated in advance and broken up over multiple payments in Term 4.

This is usually $100 per student and covers all inclusions for students participating in any of our concerts eg. Photography & Videography, Concert Shirt, Medal and more.

- Dance stockings/undergarments for performances.

Optional extra expenses

- Additional fees apply for workshops, events, exams, competitions etc

- Competitive students (comp troupe, solos etc) are required to own their costumes. Teachers will discuss budget and we will offer payment plans to pay down comp costumes.

If you ever have questions about your account, billing or enrolment, our admin team is always happy to help and talk things through with you.