Zamar Music Inc. Operating Policies

Our commitment. Zamar Music Inc. (“Zamar”) values your privacy and protects personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable Canadian privacy law.

Information we collect. We collect personal information you provide when you register, enrol, donate, or contact us — such as names, contact details, participant ages, lesson preferences, emergency contacts, and billing information — and non-personal information such as IP addresses and browser details to improve our website. Voluntary demographic questions on our signup form (household income, ethnicity) are optional, are used only in aggregate, de-identified form to support funding applications and program accessibility, and have no effect on enrolment.

Payment information. Payment card and bank details are entered only into our secure payment portal and are processed and stored by our PCI DSS–compliant third-party payment processor. Zamar staff do not see and Zamar does not store full card numbers.

How we use information. We use personal information to process registrations and payments, deliver and schedule programs, manage donations and tax receipts, communicate about memberships and events, respond to inquiries, meet legal and funder reporting obligations (in aggregate form), and improve our services.

Sharing. We do not sell or rent personal information. We share it only with service providers who help us operate (such as our scheduling platform, email provider, and payment processor) under confidentiality obligations, or where required by law.

Safeguards and retention. We use appropriate administrative, technical, and physical safeguards, restrict access to authorized personnel, and retain personal information only as long as needed for the purposes above and legal requirements.

Your rights. You may request access to, correction of, or deletion of your personal information, or withdraw consents, by contacting info@zamarmusic.org. We respond within a reasonable time and explain any legal limits on a request.

Changes. We may update this Privacy Policy periodically and will post the updated version with its effective date, notifying you of significant changes by email or through our website, as set out under Policy Changes. Questions: info@zamarmusic.org.

Zamar is dedicated to a respectful, inclusive, and collaborative environment. This Code applies to all participants, family members, guests, staff, and volunteers, in person and online.

• Respect and inclusivity. Treat everyone with respect regardless of race, gender, sexual orientation, disability, religion, or any other personal characteristic. Harassment, discrimination, bullying, intimidation, or abusive language or behaviour — toward students, families, or staff — is not tolerated.
• Professionalism. Behave professionally, keep to agreed schedules, and fulfil commitments responsibly. Give feedback respectfully and constructively.
• Safety and responsibility. Follow safety guidelines, report concerns or incidents to staff promptly, respect personal belongings, and use facilities, instruments, and equipment responsibly.
• Compliance and enforcement. Everyone must comply with Zamar’s policies, including health, safety, and privacy policies. Zamar may address breaches through warning, suspension, or removal from programs and the facility, up to termination of membership for cause; fees already billed are not refunded where removal is for cause.
• Reporting. Report conduct concerns to staff immediately or to info@zamarmusic.org; concerns are addressed promptly and fairly.

Zamar is committed to an inclusive environment that respects and values diversity, consistent with the Ontario Human Rights Code and the Canadian Charter of Rights and Freedoms. Zamar prohibits discrimination based on race, colour, ancestry, place of origin, ethnic origin, citizenship, creed (religion), sex, sexual orientation, gender identity or expression, age, marital or family status, disability, or any other characteristic protected by law. This applies to all aspects of our programs, including admissions, hiring, and participation. We actively promote diversity and equal access, and we investigate reports of discrimination promptly and confidentially. To report discrimination: info@zamarmusic.org. This policy is reviewed periodically.

• Supervision scope. Zamar supervises minor participants during their scheduled lesson or program time only. Staff are not responsible for supervising minors before or after scheduled times, in waiting areas, or after operating hours.
• Drop-off and pick-up. Minors should arrive no more than ten (10) minutes before their scheduled time and be picked up promptly when it ends. Repeated late pick-ups may incur a supervision fee. Parents/guardians remain responsible for siblings and accompanying children at all times.
• Authorized release. Minors are released only to the parent/guardian or adults authorized on the account. Changes to authorized pick-up persons must be provided in writing. Where a minor travels to or from the facility independently, written parent/guardian authorization is required, and responsibility for the minor outside the facility rests with the parent/guardian.
• Lesson environment. Teaching spaces are professional instructional environments; parents/guardians are welcome to observe per studio guidelines, and online lessons for minors should take place in an open or observable setting in the home.
• Concerns. Any concern about the safety or wellbeing of a child should be reported to staff immediately. Zamar meets its legal duties, including duties to report under Ontario’s child-protection legislation.

The health and safety of participants, staff, and volunteers is a top priority. Zamar adheres to applicable health and safety regulations; facilities are regularly inspected and maintained; and emergency procedures (medical, fire, and other emergencies) are established, with staff trained on response.

• Personal responsibility. Participants are responsible for following posted guidelines and staff direction. Health conditions, allergies, or medical needs that affect safe participation should be communicated to staff so appropriate accommodations can be made.
• Emergency care. In a medical emergency, Zamar staff may administer or seek emergency assistance, including contacting emergency services; by participating, members consent to such emergency measures, and any associated medical costs are the responsibility of the participant or their family.
• Illness. Participants who are unwell or contagious should not attend in person; online participation or the make-up policy applies per the Academy Policies.
• Cleanliness and hazards. Sanitation stations are provided and a clean environment is maintained; participants are expected to follow hygiene practices. Report any hazard or safety concern to staff immediately.

Participation in music instruction, rehearsals, studio sessions, performances, camps, workshops, and events, and presence at Zamar’s facility, involve inherent risks, including risks of personal injury, illness, and loss of or damage to property. By enrolling or participating, each participant — and, for minors, their parent or legal guardian on the minor’s behalf — accepts these inherent risks and, to the fullest extent permitted by applicable law, releases Zamar Music Inc., its directors, officers, employees, instructors, contractors, and volunteers from claims arising out of participation in Zamar’s programs or presence at its facility, except to the extent caused by Zamar’s negligence or wilful misconduct. Nothing in this policy limits rights that cannot be limited by law. Zamar maintains comprehensive liability insurance for its operations.

• Limitation. To the fullest extent permitted by applicable law, Zamar’s total aggregate liability in connection with any membership or program is limited to the fees paid by the member in the three (3) months preceding the event giving rise to the claim, and Zamar is not liable for indirect, incidental, or consequential losses.
• Personal property. Zamar is not responsible for loss, theft, or damage to personal property — including instruments and equipment — brought to the facility or to events, except where caused by Zamar’s negligence. Please label instruments and do not leave valuables unattended.
• Damage caused by members. Members are responsible for damage to Zamar’s facility, instruments, or equipment caused by them, their participants, or their guests, beyond normal wear and tear, and will be invoiced the reasonable cost of repair or replacement.

• Access. The facility is open to members, families, and guests during operating hours for scheduled programs and bookings. Zamar may restrict access to teaching, studio, and administrative areas, and visitors must follow staff direction.
• Food, drink, and care of spaces. Food and drink are permitted only in designated areas; only water (in closed containers) is permitted in teaching and studio spaces. Rooms, instruments, and equipment must be left as found; equipment settings and patching in studio spaces may be changed only as authorized.
• Bookings and rentals. Room and studio bookings, member hours, and rentals are subject to posted rates, booking procedures, and availability, and may be rescheduled by Zamar where programming requires, with reasonable notice and a replacement booking or credit.
• Prohibited items and conduct. Smoking, vaping, alcohol, illegal substances, and weapons are prohibited on the premises. Zamar may remove any person who endangers safety or disrupts programs.

• Billing cycle. Membership and add-on fees are billed automatically on the first of each month by credit card or pre-authorized debit, per the authorization given at signup. First payments are prorated as described in the Membership Terms & Conditions, and receipts are issued for every charge.
• Secure processing. Payments are processed through Zamar’s PCI DSS–compliant third-party payment processor; card details are entered only into the secure payment portal and are never written on paper forms, taken by phone, or stored by Zamar. Payment methods can be updated any time through the member portal or the office.
• Pre-authorized debit. PAD payments are governed by the PAD terms in the Membership Terms & Conditions, including the right to cancel the PAD authorization on ten (10) days’ notice and recourse rights under the rules of Payments Canada (payments.ca).
• Declined payments, past-due accounts, and chargebacks. A $25 administrative fee applies to declined or returned payments; accounts unpaid ten (10) days after the due date may have services paused, and accounts unpaid thirty (30) days after the due date may be terminated with the balance referred to collections, per the Membership Terms & Conditions. Billing concerns should be raised with the office — which responds within five (5) business days — before any card dispute; services may be suspended while a payment dispute is open.
• Donations. Donations are distinct from membership fees, are receipted per Canada Revenue Agency rules, and are non-refundable.

Zamar uses social media to engage its community and share its mission. All content posted on Zamar’s behalf should be professional, respectful, accurate, and aligned with our values; errors are corrected promptly and transparently. Do not share personal information or images of participants without consent; respect the privacy of participants, staff, and partners. Only authorized individuals post on behalf of Zamar, and personal opinions must be identified as such. Zamar reserves the right to monitor and moderate social media content related to the organization and to remove posts or comments that violate these guidelines or community standards. Report concerns to info@zamarmusic.org.

Zamar maintains a strict no-refund policy for all registrations, memberships, tickets, and services, except as set out below; this allows us, as a charity, to manage resources responsibly and maintain program quality. Make-up credits, online delivery, and the withdrawal reimbursement described in the Academy Policies are the standard remedies for service changes. Refunds may nonetheless be granted in exceptional circumstances, on a case-by-case basis, at the discretion of the management team: send requests with supporting documentation to info@zamarmusic.org, and we respond within five (5) business days. Where Zamar cancels a program or production outright and neither delivers it, reschedules it, nor provides an equivalent, prepaid fees for the undelivered service are refunded or credited. Initiating a card chargeback instead of using this process may result in suspension of services while the dispute is open.

Zamar is committed to accessible programs and premises consistent with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. We welcome participants of all abilities, accommodate assistive devices, service animals, and support persons, and work with families to provide reasonable accommodations in lessons and programs — tell us what you need at registration or any time at info@zamarmusic.org. Accessibility feedback is welcomed and responded to promptly.

Zamar sends transactional communications (scheduling, billing, receipts, program notices) as part of operating memberships, and marketing communications in compliance with Canada’s Anti-Spam Legislation (CASL). Every marketing email identifies Zamar, includes our mailing address, and carries a working unsubscribe link; unsubscribing from marketing never affects membership or transactional notices. Contact preferences can be updated any time at info@zamarmusic.org.

Zamar is not liable for delay or failure in delivering programs caused by events beyond its reasonable control, including extreme weather, utility or internet outages, facility damage or construction, municipal or regulatory requirements, public-health directives, labour disruption, or other force majeure events. In such events Zamar will, in order of preference: deliver programming online at scheduled times (which fully satisfies the scheduled service); reschedule; or issue make-up credits per the Academy Policies. Fees are not refunded for temporary interruptions addressed by these measures.

Concerns are best resolved early and informally: raise them first with the instructor or program staff, then with the office at info@zamarmusic.org (acknowledged within five (5) business days), and, where unresolved, with the Executive Director, whose decision may be reviewed by the Board of Directors on written request. Zamar addresses complaints promptly, fairly, and confidentially, and does not tolerate reprisal against anyone who raises a concern in good faith. These policies and all memberships are governed by the laws of the Province of Ontario and the federal laws of Canada applicable in Ontario.

Zamar reviews its policies periodically and may amend them from time to time. Updated policies take effect when posted to zamarmusic.org with their effective date; material changes affecting current members are notified by email with at least thirty (30) days’ notice. Continued participation after the effective date constitutes acceptance of the updated policies.