Q. I am currently on the 1 lesson per week plan but would like to attend an extra lesson this week, how do I pay?
A. Just come along to the extra lesson you would like to attend and pay your PAYG lesson fee (See prices) for that extra lesson, If you would like to attend more than one class per week regularly it would be best to change your plan to Unlimited just contact us so we can arrange this for you.
Q. Can I upgrade/downgrade my payment plan?
A. Yes thats no problem please contact us so we can arrange this for you
Q. What if I am away or know that I will miss my lessons?
A. If you let us know when you are going to be away we can credit you a lesson for another day. If you don’t inform us prior to your lesson no credit will be made.
Q. What is the Direct Debit Guarantee?
A. The Direct Debit Guarantee offers protection to customers paying by Direct Debit in the rare event that there is an error in a payment. It entitles them to a full and immediate refund of the amount paid, approved automatically by their bank. If a customer receives a refund they are not entitled to, they must pay it back at the organisation’s request. Dispute resolution takes place outside of the Direct Debit scheme.
Q. Who is GoCardless?
A. GoCardless is the easiest and safest way to for companies like Silver Dragons Martial Arts to accept Direct Debit payments online and they now serve more businesses than any other UK Provider. Security is of utmost importance at GoCardless, who take a number of steps to ensure their customers’ data remains safe at all times – all sensitive details are RSA encrypted and only communicated over secure channels. If you have any further questions please have a look at their FAQs or please contact us and we would be happy to assist. We have no access to your bank details or address, only name and email address.
Q. If I want to change my bank details used who do I contact?
A. In order to change your bank details you do need to speak directly with GoCardless as Silver Dragons Martial Arts does not have access to any of our customer bank records. GoCardless +44 (0) 207 183 8674. Alternatively we can cancel your plan and set up a new plan using your new bank details. Contact us if you wish to do this.
Q. What happens if there is not enough money in my account when the debit is taken?
A. If Gocardless attempt to take a payment and it is unsuccessful, they will immediately inform Silver Dragons Martial Arts via email. If the payment fails due to lack of funds in your account, Silver Dragons Martial Arts can ask GoCardless to retry that payment for you.
Q. What happens if there is an error in the amount deducted?
A. In the unlikely event that the wrong amount is deducted, we will invoice you a one-off payment if it was a underpayment or we will refund you immediately if there was a overpayment. An admin error is only likely to occur during a change of direct debit pass, although we feel this to be unlikely we will rectify the error as soon as possible.
Q. How do I cancel my lesson plan Direct Debit?
A. You are required to give us at least 25 days notice via email any payments due during the 25 days from the date of your cancellation email will be debited. Any payments due after the 25 days and any future payments will be cancelled. You will receive email notification that your Direct Debit has been cancelled from GoCardless.
PLEASE NOTE THAT SHOULD YOU CANCEL YOUR DIRECT DEBIT WITHOUT TELLING US, WE WILL SEEK PAYMENT FOR ANY LESSON PAYMENTS DUE.
If you have any further questions please don’t hesitate to contact us we will be happy to help.