Can't find out the answer to one of your questions? We've created a list of our most frequently asked questions.
FOR QUESTIONS RELATING TO NEW SAFEGUARDING MEASURES PLEASE CLICK HERE.
I HAVE SUSPECTED SYMPTOMS OR HAVE BEEN ADVISED THAT I NEED TO SELF ISOLATE, WHAT SHOULD I DO?
If you have any symptoms or have been advised by the Test & Trace app to get tested and self isolate, please contact Student Services by emailing firstname.lastname@example.org or calling 020 7042 8833 and inform one of our team members.
WHAT HAPPENS TO MY BOOKING IF MY COURSE IS CANCELLED DUE TO COVID-19?
If your course is cancelled due to government imposed restrictions, we will offer you credit to the full value of your booking.
CAN I OBSERVE A CLASS TO CHECK WHAT IT IS LIKE BEFORE I BOOK?
Unfortunately not. We pride ourselves on making our classes an open and welcoming space and would not want some people within the class to feel uncomfortable. We recommend trying one of our taster sessions or open days - these one-off sessions have been designed for those who just want to see whether the course is right for them.
CAN MY FRIEND JOIN ME FOR A SESSION?
Your friend is welcome to join you on the course as long as they have booked in advance. We encourage students to introduce their friends to City Academy. However, your friend would have to book on for the duration of the course like any other student.
CAN I PAY ON A CLASS BY CLASS BASIS?
At City Academy we generally schedule our classes in blocks. Within a course - different content is covered week-to-week so it's always best to start at the beginning of a course. If you would like to sign-up to a course but would like to stagger your payments, please contact our office on email@example.com and we may be able to help.
I CANT ATTEND A CLASS, WHAT SHOULD I DO
As soon as you are aware that you will have to miss a class, please let Student Services know by emailing firstname.lastname@example.org or calling 020 7042 8833 - we will get in touch with your tutor and pass on any relevant homework for your next class.
HOW DO I CONTACT MY TUTOR?
We are unable to pass on a tutor's email address or personal contact information, unless a tutor has a City Academy email, this is because we have to protect their privacy. If you would like to message a tutor, then please contact Student Services by emailing email@example.com or calling +44(0)20 7042 8833 and we can pass on your message.
CAN I DROP IN ON ANOTHER CLASS IF I MISS A SESSION?
Unfortunately we don't allow students to drop in to other classes as make-up sessions for what they have missed. This is because it can be disrupting for students and tutors to have someone drop into a class. Also, as our tutors like to tailor their sessions to each group of students, it is likely that you won't necessarily be covering the same things as your original class.
I HAVE JUST STARTED A COURSE BUT THE LEVEL IS NOT SUITABLE FOR ME.
We want to make sure that you have the best possible experience with us and gain the most from your course. If you find that either the level of the course is not appropriate we will be happy to transfer you to another course providing you give reasonable notice.
MY SON/DAUGHTER IS INTERESTED IN PERFORMING ARTS, CAN THEY JOIN A CLASS?
All of our courses are designed for adults, and we welcome anyone over the age of 18.
I AM BOOKED ONTO A DANCE CLASS, WHAT SHOULD I WEAR?
For dance classes, you should just wear something comfortable that allows you to move around easily, such as sportswear or a T-shirt and leggings or loose trousers. Different dance classes will require different footwear and you may need to buy specialist shoes (for example, tap, ballet or ballroom) but this is not essential at beginner level.
For all dance tasters you can wear trainers or go barefoot.
If in any doubt, just give us a quick call.
ARE OUR VENUES ACCESSIBLE?
Many but not all of our partner venues are accessible. Please contact us if you are unsure.
WILL I GET A QUALIFICATION?
Our courses are unaccredited so you will not receive a formal qualification. We place our values on the practical experience and techniques gained. On completion of a course you are welcome to reques a certificate of attendance by email.
DO I GET A CERTIFICATE?
City Academy is committed to reducing paper usage. Contact Student Services request a certificate for your completed course and we will send this to you via email.
I'M INTERESTED IN A CLASS, BUT THERE AREN'T ANY DATES ON THE WEBSITE?
Our scheduling team work throughout the year adding new dates to the timetable of classes. If there aren't any dates listed then please gives us a call and we'd be happy to look into this for you.
THERE IS A CLASS THAT I WANT TO TAKE, BUT IT SAYS SOLD OUT. CAN YOU ADD AN EXTRA PERSON?
We cap classes at a maximum number to ensure that you get the most of the class. In some circumstances we may be able to add an extra person but this depends on the venue capacity and type of class. If it is not possible, then we will add you onto a waiting list and we'll let you know if a place does become available.
I MISSED A CLASS. CAN I DROP INTO ANOTHER CLASS AS A MAKE-UP SESSION?
Unfortunately we don't allow students to drop in to other classes as make-up sessions for what they have missed. This is because it can be disrupting for students and tutors to have someone drop into a class. Also, as our tutors tailor classes to each group of students, exact course schedules do vary.
MY CLASS HASN'T STARTED, BUT MY SCHEDULE HAS CHANGED AND I WON'T BE ABLE TO MAKE IT. CAN I SWITCH TO A LATER DATE?
If you can no longer attend a course, then please get in touch and we'll be happy to transfer your booking onto an alternative date. Please note that we can only transfer you if you let us know before the start date of your course and cannot offer refunds in retrospect.
THE CLASS HAS ALREADY STARTED BUT I CAN NO LONGER ATTEND. CAN I HAVE A REFUND?
Once a course has begun, we are unable to offer you a cash refund, as our policy states that we must be notified 5 days before the course start date. However, we are more than happy to offer you course credit code for the value of the remaining classes, which you can use towards a future booking. We can only offer credit for any classes that happen after you have contacted us. To receive credit for missed classes please contact the office on firstname.lastname@example.org
I AM UNABLE TO ATTEND A COURSE. CAN I REQUEST A REFUND?
If you are unable to attend or wish to cancel a course, please notify us in writing by emailing email@example.com. We will offer a full refund via the original method of payment up to 5 days before your course is due to begin or 21 days for foundation or intensive courses.
WHAT HAPPENS IF MY COURSE IS CANCELLED BY CITY ACADEMY?
If your course is cancelled by City Academy, you will be offered transfer onto a course running at a later date, credit for the full value of your booking plus a £10 City Academy voucher, or a refund via the original payment method.
I'M A MEMBER OF A COMPANY OR CHOIR, BUT I NEED TO CANCEL MY MEMBERSHIP. HOW DO I DO THAT?
If you need to cancel your company membership, please send us a written confirmation of your cancellation via email and we will process that for you. We will need 2 weeks’ notice before the next month begins.
CREDIT & TRANSFERS
WHAT IS COURSE CREDIT?
Course credit is a monetary amount (in the form of a credit code) which can be used towards the cost of classes at City Academy. Credit codes have specified validity periods. Please contact us if you are unsure as to the validity of your credit code.
HOW DO I USE COURSE CREDIT
You can use your credit at the checkout when booking online or through the app. Enter your credit code and click APPLY, this will deduct the value of your credit from the price of the course.
CAN I USE CREDIT FOR MULTIPLE BOOKINGS?
Yes. You can continue using your credit until the balance is 0.
CAN I CLAIM A REFUND FOR CREDIT?
Course credit created as a result of course transfer, cancellation or missed session is non-refundable.
I CANNOT USE MY CREDIT, CAN I GIVE IT TO A FRIEND?
Yes. You are welcome to offer your credit to another person to use.
I AM HAVING ISSUES BOOKING WHEN TRYING TO USE A CODE ON THE WEBSITE
I received a code via email, but it doesn't work when I try to book on the website. What should I do?
If your code isn't working via the website, please check the terms and conditions of the code as it may have expired or may not be valid on particular courses. Alternatively please contact Student Services on firstname.lastname@example.org or by calling 020 7042 8833.
I HAVE SIGNED UP FOR THE NHS £500 VOUCHER, HOW DO I BOOK COURSES?
Visit the website, and then email email@example.com with your booking requests.
I HAVE SIGNED UP FOR THE NHS £500 VOUCHER BUT I CANNOT SEE THIS ANYWHERE IN MY ACCOUNT?
Your unique voucher code is assigned to you in your account. Each course has a designated number of NHS spaces. When you make booking requests, a member of the student services team will make the booking and update the remaining value on your voucher.
HOW ARE ONLINE COURSES TAUGHT?
City Academy online courses are taught through live video streaming. There may also be additional materials available to assist with your learning that will be sent to you during the course.
HOW DO I ACCESS MY ONLINE COURSE?
Online courses are taught through the Zoom video platform. You can use this in your web browser, or download the app HERE. You will receive a reminder email 3 days before your course is due to begin containing the joining link.
I HAVEN’T RECEIVED THE ZOOM LINK TO JOIN THE COURSE.
If for some reason you have not received the joining link, please contact Student Services on firstname.lastname@example.org or by calling 020 7042 8833 before the course starts and we will resend your link.
DO I HAVE TO TURN ON MY VIDEO/AUDIO?
We encourage all of our students to keep their video turned on during sessions. Video is a requirement for some interactive classes that depend on active participation to be effective learning tools. We appreciate that there may be personal reasons that mean you would rather not keep your camera turned off. If this is the case please let us know ahead of your course start date otherwise the tutor will expect to see you.
WILL CLASSES BE RECORDED?
Our classes are not recorded out of respect for the privacy of students who may not want to appear on video or in audio recordings.
WHAT SHOULD I DO IF I AM UNABLE TO MAKE A SESSION?
As soon as you are aware that you will have to miss a class, please let Student Services know by emailing email@example.com or calling +44(0)20 7042 8833 - we will get in touch with your tutor and pass on any relevant homework for your next class.
WHAT DO I DO IF I AM UNABLE TO ATTEND A COURSE THAT I HAVE BOOKED?
If you can no longer attend a course, then please get in touch and we'll be happy to transfer your booking onto an alternative date or offer course credit for the value of the booking. We can only transfer you if you let us know before the start date of your course.
WHAT DO I DO IF AM EXPERIENCING TECHNICAL DIFFICULTIES?
If you are having difficulty accessing your classes, please contact Student Services Student Services by emailing firstname.lastname@example.org or calling 020 7042 8833 where our team will help resolve any issues.
WHAT DO I DO IF I HAVE A COMPLAINT?
We hope that your experience with us is routinely fantastic. That said, if you have any issues or complaints with your course we encourage you to speak to you. Please contact Student Services by emailing email@example.com or calling +44(0)20 7042 8833 where our team is on hand to help.