Frequently Asked Questions
About Zenezen
What is Zenezen?
Zenezen is a platform offering live online classes and curated learning experiences designed to support musicians’ development, wellbeing and professional life.
Who are our classes for?
For now, our classes are designed primarily for musicians and those working within the classical music ecosystem.
Are your classes accredited?
Not at the moment. We focus on high-quality teaching, practical outcomes and real-world expertise, and our instructors are renowned figures from across the music industry.
Where is Zenezen based?
Zenezen is registered in France. Our team operates from multiple locations in Europe.
Booking & Payment
How do I book a class?
Bookings are made through our website. Once payment is completed, you will receive a confirmation email with further information about how to access the class or classes that you have booked.
What payment methods do you accept?
At present, we accept all major debit/credit cards via Stripe.
Do you offer discounts?
We may occasionally offer promotional pricing or discounts. Any current offers will be clearly shown on the class page.
Are prices shown inclusive of VAT?
Prices are shown inclusive of any applicable VAT, unless otherwise stated.
What currency are prices shown in?
Prices are shown in euros (€).
Can I transfer my booking to someone else?
Bookings are for the named attendee, and are not normally transferable unless agreed in advance.
I didn't receive my confirmation email – what should I do?
Check your spam/junk folder first. If it’s not there, contact us and we’ll help.
Class Logistics
What platform do you use?
Classes are delivered online using Zoom. The joining link and instructions are sent by email 1 day prior to the session.
How do I access the class?
Access details (including the joining link and any preparation notes) are sent by email at least 1 day before the session.
What technical setup do I need?
You’ll need:
- A stable internet connection
- A computer or tablet; a phone might work in some cases, but we’d recommend a larger screen for the best experience.
- A working microphone (either external or built-in) and speakers/headphones
Specific requirements will be stated if a session needs additional preparation.
What happens if I have technical problems?
If you run into technical issues on the day, contact us immediately and we’ll do our best to help you join.
We are unable to guarantee refunds if the issue is due to your own device, software or internet connection, so we urge you to test your setup in advance. If the problem is on our side and materially disrupts delivery, we’ll offer the option to either reschedule the class or provide a refund.
Is there a minimum number of participants?
Yes. Some classes require a minimum number of participants to run. If minimum attendance is not reached, the class may be cancelled and fully refunded (or transferred, if you prefer).
What time zone are classes shown in?
The time zone is shown clearly both on the class page and during booking. Unless otherwise stated, classes are shown in CET/CEST.
Are sessions interactive or lecture-style?
Our sessions are generally designed to be interactive. A simple description of the format is available on most class pages.
What happens if a class overruns?
Classes will begin strictly at the scheduled time, and we ask that participants sign in punctually so as to avoid unnecessary delays.
Instructors aim to deliver the core content within the allocated time. In the event that the Q&A runs over, it is at your discretion as to whether you leave as scheduled or stay on.
If a class overruns due to technical disruptions on our side, and you are unable to stay on beyond the scheduled end time, we will address it on a case-by-case basis. Depending on circumstances, we may offer a follow-up to cover any missing elements, a full replacement session, or a full or partial refund.
Cancellations & Refunds
Can I cancel my booking?
Yes, within strict time limits:
Single live classes — full refund only if both are true:
- You cancel within 14 days of purchase, and
- You cancel at least 7 days before the class starts
Outside that window, refunds are not normally available. Only in the event your place can be resold (i.e. if a class is full and there is a waiting list) may we offer a discretionary refund.
If we cancel a class: you receive a full refund or have the option to transfer to a future date.
Where can I read the full policy?
Please see our Refunds & Cancellations Policy.
Class Bundles
What is a class bundle?
A class bundle provides access to multiple classes under a single package (generally at a discounted rate). Bundles are treated as a single composite service.
How long is a bundle valid?
Class bundles remain valid until you use your entitlements.
Bundles do not expire automatically. However, availability of specific classes depends on scheduling and demand.
If a class included within a bundle cannot proceed and no reasonable replacement or future date can be offered within a reasonable timeframe, we will contact affected bundle holders and offer an appropriate remedy.
This may include:
- Access to an equivalent class,
- A credit toward a future class, or
- A refund for the affected portion of the bundle, where no suitable alternative can be provided.
Remedies are limited to the affected class only. The remainder of the bundle remains valid.
Can I get a refund on a bundle?
Bundles can only be refunded if:
- You cancel within 14 days of purchase, and
- No class in the bundle has started
Once any class in the bundle has started, refunds are not normally available.
What if one class in my bundle is cancelled?
We will offer a replacement class or an appropriate pro-rata credit/refund for the affected class, and the remainder of the bundle stays valid.
Account & Access
Do I need an account?
Yes. An account is required to manage bookings and access classes. Your account is automatically created when you book your first class, after which you will be prompted to create a password.
I forgot my password — what do I do?
Use the password reset link on the login page.
Can I delete my account?
You may request account deletion by contacting us. Please note that legal and financial records may need to be retained for compliance purposes.
If you are subscribed to our mailing list, you can of course unsubscribe at any time.
Age & Eligibility
Are there age restrictions?
Unless otherwise indicated, classes are intended for adults (18+). If you are under 18, you must have parental/guardian consent to purchase and attend.
We do not currently run formal age verification at checkout. However, we reserve the right to refuse access or remove participants where required consents cannot be confirmed.
Conduct, Safety & Rights
What behaviour is expected?
Participants are expected to behave respectfully toward tutors and other attendees. We may remove participants without refund where behaviour is disruptive, abusive, or inappropriate.
Can I record the class myself?
No. Personal recording, redistribution or sharing of class content is not permitted without prior written consent.
Who owns the class materials?
All class content, materials and recordings remain the intellectual property of ZENEZEN and/or the tutor. They may not be reproduced, sold or shared without permission.
Payment Issues
What if there’s a payment failure, duplicate charge, or something looks wrong?
Contact us with details (name, email used at checkout, and order reference if available). We aim to resolve payment issues as quickly as possible.
Accessibility
Are your classes accessible?
We are actively developing our accessibility approach. If you have access needs (e.g. captions, visual aids, advance materials, breaks, adjusted participation), please contact us before booking. We’ll do our best to accommodate reasonable requests.
Group & Corporate Bookings
Do you offer group or corporate bookings?
Please contact us.
Complaints & Support
What if I have a complaint or concern?
We take your concerns seriously. Contact us with details and we’ll respond as quickly as possible, investigate thoroughly, and aim to resolve the issue fairly.