Terms & conditions.

These terms apply to all consultations, sessions and services provided by Melody Matters. Please read them before you book. If anything is unclear, email [email protected] and we will be happy to explain.

Last updated: October 2026

1. About us

Melody Matters is a trading name of Benn Willis, a sole trader based in Cardiff, United Kingdom. You can contact us by email at [email protected] or by phone or WhatsApp on +44 7905 675188.

2. Our services

We offer one to one vocal coaching, songwriting sessions, music production, artist development, mixing and mastering, in person in Cardiff and London or online via Microsoft Teams. Coaching sessions last 60 minutes.

Coaching is for clients aged 16 and over. If you are under 18, a parent or guardian must agree to these terms and make the booking on your behalf.

We will provide all services with reasonable care and skill, as the Consumer Rights Act 2015 requires.

3. Free consultations

New clients can book one free 45 minute consultation. Please reply to our confirmation email so we can send your Microsoft Teams link, and check your junk or spam folder if you have not received it.

Please give at least 24 hours notice if you need to cancel or move a consultation. If a consultation is missed or cancelled without notice, we are happy to offer another, but it will be charged at £56.25 (the cost of 45 minutes at our hourly rate).

4. Prices and payment

Our current prices are shown on our website and include everything you will be charged. Unless we agree otherwise in writing, sessions are paid for in advance, and production, mixing and mastering work is quoted and agreed with you before work begins.

You can pay by bank transfer, or securely online by card, Apple Pay or Google Pay. Your booking is confirmed once payment has been received.

5. Price changes

We may change our prices from time to time. We will give existing clients at least 30 days notice by email. Any session you have already booked or paid for, including sessions in a pack, will always be charged at the price you agreed when you booked. If you do not want to continue at the new price, you can cancel any future bookings that have not been paid for, free of charge.

6. Your right to cancel (14 day cooling off period)

If you book or buy online, by email or by phone, you have the legal right to cancel within 14 days of the day you book, without giving a reason. To cancel, just email or message us clearly saying you wish to cancel. You do not need to use a form, but you can use the model cancellation form if you prefer.

If you cancel within the 14 days, we will refund you within 14 days of your request, using the same payment method you used.

If you ask us to provide a session within the 14 day period, for example by booking a session for next week, you agree that we can start straight away. If you then cancel within the 14 days, we will deduct the cost of any sessions or work already provided. Once a service has been fully provided at your request, the right to cancel it no longer applies.

This cooling off period is in addition to our 24 hour session cancellation policy below.

7. Cancelling or moving a session

Please give at least 24 hours notice if you need to cancel or move a session. Sessions cancelled or moved with 24 hours notice or more can be rearranged free of charge, or refunded if you cancel within your 14 day cooling off period.

Because a session cancelled at short notice usually cannot be offered to anyone else, sessions cancelled with less than 24 hours notice, or missed without notice, are charged in full. If you are paying with a session pack, one session is used. If we are able to fill your slot with another client, we will not charge you.

We understand that genuine emergencies and illness happen. Please get in touch as soon as you can and we will always consider each case fairly.

8. If we need to cancel

If we ever need to cancel or move a session, we will give you as much notice as possible and offer you a new time or a full refund for that session, whichever you prefer.

9. Late arrival

Sessions start and finish at the booked time. If you arrive or join late, the session will still finish on time so the next client is not affected. If we start late, we will make up the time or reduce the price accordingly.

10. Session packs

Session packs are for one to one vocal coaching and are personal to the buyer. Each pack must be used within the period shown when you buy it (3 months for 5 sessions, 6 months for 10, 9 months for 15 and 12 months for 20), and we will remind you before your sessions expire. If illness, injury or another genuine reason stops you using your sessions in time, contact us and we will extend your pack.

You can cancel a pack within 14 days of purchase, as set out in section 6. After that, unused sessions are not normally refundable, but if we are unable to provide your remaining sessions for any reason, we will refund them in full.

11. Online sessions

Online sessions take place on Microsoft Teams. Please make sure you have a stable internet connection, a working microphone and headphones. If a session is disrupted by a technical problem on our side, we will make up the lost time.

12. Production, mixing and mastering

The scope, price, number of revisions and delivery date for production, mixing and mastering work are agreed with you in writing before work begins. You keep full ownership of your songs and recordings. Final files are delivered once payment has been made in full. We will only feature your work in our portfolio with your permission.

13. Your voice and health

Vocal coaching is not medical treatment. If you have pain, a persistent change in your voice, or hoarseness lasting more than three weeks, please see your GP or an ENT specialist. Please tell us about any health condition that may affect your sessions, and let us know straight away if anything feels uncomfortable during a session.

14. Recordings

We will not record your session without your agreement. You are welcome to record your own session for practice.

15. If something goes wrong

If you are not happy with a session or service, please tell us as soon as possible. Under the Consumer Rights Act 2015 you are entitled to have a service repeated or fixed if it was not provided with reasonable care and skill, or to a price reduction if that is not possible.

We are not responsible for loss that was not foreseeable, or for business losses. Progress in singing and songwriting depends on practice and many individual factors, so we cannot guarantee particular results.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law, and nothing affects your legal rights as a consumer.

16. Complaints

If you have a complaint, please email [email protected]. We will acknowledge it within 3 working days and aim to resolve it within 14 days.

17. Your information

We use your personal information only to arrange and provide your sessions. See our privacy policy for details.

18. Changes to these terms

We may update these terms from time to time. Changes will not affect bookings made before the new terms were published.

19. Law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring legal proceedings in your local courts.