Frequently Asked Questions (FAQ)

To create an account, click on "Log in" then "Sign up". You will be redirected to our secure authentication system (Keycloak) where you can create your account with your email address. Once your account is created and verified, you will have access to all the platform's features.

On the login page, click "Forgotten password". You will receive an email with a link to reset your password. If you do not receive the email, check your spam folder or contact our customer service.

Yes, you can change your personal information at any time from your profile. Go to the "Profile" section in the menu and edit the information you wish to change. Don't forget to save your changes.

To book a lesson:

1. Browse the list of available teachers
2. Click on the teacher of your choice
3. Select an available date and time
4. Choose the lesson duration (30, 45 or 60 minutes)
5. Select the instrument and musical style
6. Complete the payment to confirm the booking

Yes, you can cancel a lesson at any time:

• More than 24 hours before: No fees, full refund
• Less than 24 hours before: A cancellation penalty may apply (the percentage is set by each teacher and communicated to you at the time of booking)

For more details, see our Pricing page.

To join your lesson:

1. Go to your list of appointments
2. Click on the upcoming lesson
3. Click the "Join lesson" button (available a few minutes before the scheduled time)
4. Allow access to your microphone and camera if prompted

Tip: Test your microphone and camera before the lesson to avoid technical issues.

Available lesson durations are generally 30, 45 or 60 minutes. However, the durations offered may vary by teacher. Check each teacher's profile to see the durations they offer. For more information, see our Pricing page.

Each teacher sets their own hourly rate. The price you see is the price you pay, with no hidden fees. The lesson price is calculated proportionally to the chosen duration. For example, if the hourly rate is £40 and you choose 45 minutes, the lesson will cost £30. For more details, see our Pricing page.

Teachers can offer discounts:

• Personal discounts: Personalised discounts specifically for you
• General discounts: Discounts available to all students

Discounts are applied automatically when you book. The system always selects the most advantageous discount if multiple are available. The discounted price is clearly displayed before payment.

We accept card payments via our secure payment system (Stripe). All payments are processed securely and your bank details are never stored on our servers. Payment is taken when you book the lesson.

Yes, you can get a refund if you cancel a lesson more than 24 hours in advance. The refund is given in full. For last-minute cancellations, a penalty may apply. In the event of a technical issue on our end preventing the lesson from taking place, you will be fully refunded. Contact our customer service for any refund request.

Muziplay works best with the following modern browsers:

• Google Chrome (recommended)
• Mozilla Firefox
• Microsoft Edge
• Safari (recent version)

Make sure you are using the latest version of your browser for the best experience.

If you are experiencing connection issues:

1. Check your internet connection
2. Make sure you have allowed access to your microphone and camera
3. Refresh the page (F5 or Ctrl+R)
4. Close and reopen your browser
5. Make sure you are logged in to your account
6. Try a different browser

If the problem persists, contact our customer service.

To resolve microphone or camera issues:

• Check that your microphone/camera is not being used by another application
• Allow access in your browser settings
• Check your operating system settings
• Test your hardware with another application
• Refresh the page and try again

If the problem persists, you can still attend the lesson in audio-only mode or contact our support team.

Yes, with your teacher's consent, you can record your lessons in audio format. Recording must be enabled before the lesson starts. Recordings are stored securely and you can download them from your personal space. Recordings are kept according to your preferences (up to 2 years maximum).

You can communicate with your teacher via the messaging feature built into the platform. Go to the "Messages" section in your menu to send and receive messages. You can also communicate directly during the lesson via the video chat.

Yes, you can share documents and teaching materials with your teacher. Go to the "Documents" section in your personal space to upload, view and share files. Your teacher can also share documents with you.

You can track your progress via the "Goals" section in your personal space. Your teacher can set learning objectives and track your advancement. You can also view your lesson history and learning statistics.

Yes, we take data security very seriously. All communications are encrypted (HTTPS), your passwords are stored securely, and we comply with the UK GDPR (Data Protection Act 2018). For more information, see our Privacy Policy.

You can manage your cookie preferences at any time by visiting our cookie settings page. You can accept or reject non-essential cookies according to your preferences.

Yes. All teachers who provide lessons to students under 18 in the United Kingdom are required to hold a valid enhanced DBS (Disclosure and Barring Service) check. This is verified by Muziplay during the teacher onboarding process.

For UK users, all prices are displayed in British Pounds (£/GBP). Payments are processed securely via Stripe.

For UK users, our Terms and Conditions are governed by the laws of England and Wales, in compliance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Your personal data is processed in accordance with the UK GDPR (Data Protection Act 2018). The supervisory authority is the Information Commissioner's Office (ICO). See our Privacy Policy for details.