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FAQ &

Support

FAQs and instructions to help you make bookings, manage your online account and monthly plans

Bookings

From any page on the website click on the ‘BOOK NOW’ button

This will take you to the Lesson Finder:

  • Enter your Post Code or Location or select ‘Use My Location’
  • Select whether you are looking for In-Person or Online classes (Note: This option only appears if online classes are available)
  • You can search just using Location, or select Show More Options to filter your requirements further:
  • Select the Category of class you are looking for
  • Select the Level of Class you require
  • Select the Day you are free for lessons
  • Select the maximum Distance you are willing to travel
  • Press Search


Results shown are the venues closest to you:

The icons represent:

  • Green = Venues with classes available
  • Red = Venues that don’t currently have classes available that match your preferences


Click on the Venue Name to open up a list of the Classes available there

Results shown do not include classes that are currently fully booked. If you would still like to see these classes and maybe book onto a Waiting List, select Include Fully Booked Classes.

Scroll through the list to find a suitable class

If you want to see further details of the class before booking, select Find Out More. This will take you to the Class Preview Page

Here you will find a lot more information on the class. When you are happy that you’ve chosen the right class, select Book

You will now be taken to our Login/Register page.

  • If you are a new customer, please select the Register option
  • If you are an existing customer, please Log In

 

Once registered/logged in you’ll be presented with the Basic Details screen:

  • If asked, state whether you are a member of the chosen venue.
  • If you are a member you will be asked to provide your member number.
  • If you don’t have it to hand please type “Don’t Know”.
  • Select which of your Consumer you want to add to the class.
  • If you haven’t registered that consumer yet, press the “+” button

 

Booking Multiple Consumers

You can book multiple Consumers into the same class by adding them all and selecting them at this point. Please Note: Keep an eye on the Spaces Available in the Summary bar:

  • You will not be able to select more Consumers than there are spaces available
  • Choose which lesson you wish to start from
  • You only have a choice from the next 2 lessons. If you wish to start further ahead than that please get in touch.
  • Read the Declaration and tick the box
  • Press Check Prices


There are 2 options:

  • Advanced Payment: Pay up front every term.
  • Monthly: Pay an automatic recurring card payment each month that covers your consumer’s lessons throughout the year.


Pay in Advance

  • Please Note: Some classes (usually Holiday Classes/Crash Courses) allow you to select which individual lessons you would like to attend.
  • Add the card you wish to pay with (or select it if you already have one saved).
  • Click Review Order

 

Monthly
The Monthly Payment Summary gives you a breakdown of:

  • What you will pay today (the “Initial Payment”)
  • Your ongoing payments
  • Your next payment date
  • Choose your preferred monthly payment date from the options given
  • Changing the payment date affects the Initial Payment amount
  • Add (+) or choose which card will be used for payments.
  • Answer any questions presented
  • Your answers are saved and can be edited in the My Consumers section of your online account.
  • Click Review Order

 

Confirmation

The Confirmation page shows you the details of your booking. Before you can confirm your booking you must confirm your acceptance of the Terms & Conditions.

  • If you have chosen the Monthly Plan please make sure to read the key points. Click on the headers to expand.
  • Tick the box to confirm that you have read and understand the terms & conditions
  • Click Confirm

 

What Happens Now?

Your payment is processed immediately and your booking will be confirmed shortly after via email.

Monthly Plans

You can check out the details of your plan/s at any time in your online account.

  • Log In to your account
  • Select My Classes
  • Click View

 

Here you can view your monthly payments, change your payment card or leave by giving 30 days’ notice.

Yes, you do.
The main benefit of monthly payments is to spread the cost of a year’s lessons over 12 months, so we add up the cost of those lessons then divide the total by 12.

You can attach a different card to each Monthly Plan – here’s how you change it.

  • Log In to your Account
  • Select My Classes
  • For the plan you wish to edit, click View
  • If you have another card already saved to your account it can be selected from the drop-down Card list
  • Click Update

 

Adding a New Card

  • Click Add New Card
  • Enter the Name on Card
  • Enter the long Card Number
  • Enter the card Expiry Date
  • Enter the CVC number
  • Enter the Billing Postcode. Please Note: This is the post code of the address that the card is registered to. If the card is rejected it may mean that it is different to your home address
  • Please Note: If you already have active monthly plans on your account, you will get an option asking whether you would like to set this new card as the payment source for ALL of these plans.
  • Select Yes or No
  • Click Add Card

 

A Note on Card Storage

Your card is stored on your online account to make it easier for you to make payments. However, your full card details are not stored on our system. They are encrypted by our payment provider, Stripe, who then send back an encrypted token to our system. All we see is the last 4 digits which help us identify the correct card if you wish to pay over the phone.

How do I cancel my monthly plan if I wish to leave classes?

  • Log in to your Online Account
  • Select My Classes
  • On the Plan you wish to cancel, click View
  • Check the details and click Leave
  • From the drop-down list, select the last lesson you will be attending. The date you select adjusts the figures lower down the page.
  • Please Note: The charges next to the dates are what you would have to pay extra to make up 30 days’ notice. For example: You give notice on 21st January – You pay on the 1st of every month. This means you have already paid for 10 days of the notice period and therefore need to be charged for the remaining 20 days.
  • Please Note: Take care to read the information provided in the “Leaving Summary” box
  • If you are satisfied with the figures presented move down the page.
  • Select the reason you are leaving from the “Before You Leave” list
  • If you have a moment please leave us some feedback, good, bad or both, under “Anything We Should Know?”
  • Click Cancel Monthly Plan to complete the process

 

What Happens Now?

All of this happens immediately:

  • Your original deposit will be credited to Your online account
  • Charges making up the 30 days notice will be added to your online account
  • The student will be removed from lessons after the “Last Lesson Date” you selected
  • The student’s renewal into future classes will be cancelled
  • You will be emailed a confirmation

 

What happens if I am left with a balance to pay?

If you are left with a balance to pay you can pay it via your online account

 

What happens if I am left with a balance in credit

If you are left with a balance in credit, contact your local office to request a refund.

 

If your card is cancelled, expired or rejected you will need to add your new card to your Monthly Plans as soon as you receive it.

Do not make a manual payment if the payment is rejected. Once you have resolved the issue (added funds/assigned another card to the plan) our system will take the payment automatically.

You will receive an Email/SMS if:

  • Your monthly payment cannot be taken from the assigned payment card
  • Your payment card is due to expire within a month

 

If you receive one of these notifications please assign an alternative payment card as soon as possible.

Please Note: You will need to change the payment method for each active plan

Once you’ve changed the payment card the system will automatically try to take the payment, so there’s no need for you to make a manual payment.

How do I reclaim a credit when a lesson is cancelled by The Little Dance Academy if I’m on the monthly plan?

The idea behind the Monthly Plan is that your account balance is always £0.00. If we cancel a lesson and apply a credit to your account, your next monthly payment will use up that credit, so the amount you pay that month will be less.

For Example: If you pay £40.00 per month and have a balance of £10.00 credit on the day your monthly payment is taken, only £30.00 will be taken from your card.

We’ve made this process as simple as possible.

  • Log in to your online Online Account
  • Select My Classes
  • Find the class you want to switch to Monthly
  • There are tabs showing Current and Upcoming classes
  • Click the Switch button
  • This takes you to the Switch to Monthly page – it shows you the benefits of switching to monthly and a breakdown of costs.
  • Scroll down to Payments Due Today and check out the details
  • You will see that “Credit” is applied as part of the switching process. As the cost of lessons is lower when you pay monthly, we credit your account with the remaining lessons of the course at the higher “Pay in Advance” price before charging for them at the lower “Pay Monthly” price.
  • Select the date each month you wish to make your monthly payment
  • Select which payment card you would like to use for this monthly plan
  • You can add another card if you wish, simply click
  • Carefully read the statement on our Terms & Conditions
  • Here there are some key facts related to the T&Cs for the Monthly Plan. Click on each header to see more details.
  • There is also a link to the full The Little Dance Academy Terms & Conditions for your perusal.
  • When you’re ready, tick the box to agree to the Terms & Conditions
  • Don’t worry, you still have 14 days to change your mind.
  • Click Go Monthly
  • At this point your Initial payment will be paid from the card you selected and your monthly payments will be scheduled.

 

Please Note: If you have any credit on your account, including any credit applied as part of the switching process, this will NOT be used up by your initial payment. However, your subsequent monthly payments will be adjusted by the relevant amount until the credit is used up.

The initial payment is made up of 2 elements:

  • Fees covering the period from the date of your first/next lesson to your chosen monthly payment date
  • A full month held in deposit

 

Please Note: The full month in deposit does NOT constitute the next scheduled payment. The month in deposit is held until you give the required 30-days’ notice to leave, at which point it will be applied as credit to the your online account to cover any monies owed. Any left-over credit will then be refunded.

Our monthly payment amount depends on:

  • Class Type
  • Lesson Cost
  • Active Weeks Per Year

 

How are the monthly payments calculated?

The price of an individual lesson is multiplied by the number of lessons in a year (Active Weeks). This is then divided by 12 months.

(Lesson Fee x Active Weeks) / 12 Months

*Some class types may not qualify for monthly payments.

As part of the monthly plan we require a full month in deposit as part of the initial payment.

When booking your lesson our system will advise you of the initial payment and monthly fee. Our policy is to hold one month as a deposit which will be returned to you less any amounts due upon cancellation of your Monthly Plan.

Editing my details

How do i change my home address / how do I change the account holder

  • Log in to your account
  • Select Manage Account
  • Select on Edit Account Details
  • Edit the required details and click Update Details

You will be prompted to verify your email address to prevent you missing any important service messages.

New Customers
When you first register your details with us you will receive an Email Verification email, alongside your login details.

Existing Customers
If your email address hasn’t been verified, you will be prompted:

  • When you log in to your account
  • When you change your email address in My Account > Edit My Details
  • You may also receive a verification email actioned by your account manager

 

What do I need to do?

New Customers

  • Once you’ve finished registering your details:
  • Go to your email inbox
  • Find the email titled Verify Your Email Address
  • Click on the link Verify Email Address. Note: If you have logged out before doing this, you will need to log in again to complete the process

 

Existing Customers
If this prompt appears:

  • Click on Resend Verification Email
  • Go to your email inbox
  • Find the email titled Verify Your Email Address
  • Click on the link Verify Email Address. Note: If you have logged out before doing this, you will need to log in again to complete the process.

It is vital that we have up-to-date medical details for our students in case of emergency.

With this in mind we have created a robust system of reminders and update tools to ensure we have the most recent information.

You can update your medical details at any time

You will be reminded by email 11 months after they were last updated

You will be forced to update them when you log in to your account 11 months after they were last updated, even if it’s just to confirm that their are no changes.

They can also be updated over the phone with your local office

Updating Medical Details

Please Note: If your medical details were updated over 11 months ago you will be forced to update them before you are allowed to access the rest of your account.

  • Log in to your account
  • Select My Students
  • Click Update for the student you need to add medical details
  • Review and edit the information in all 3 tabs, clicking Next/Prev to move between tabs
  • At the bottom of the GP tab, select Review Medical Information
  • The following page shows any changes made (or that no changes were made)
  • To confirm changes click Confirm Update Medical Information.
  • Please Note: Most of the fields in the Medical Information window require an answer or text. If you have missed any an alert will show on screen.
  • Tabs with missing information will be highlighted with a warning symbol
  • Fields on each tab where information is missing will be individually highlighted
  • Please Note: If you have answered Yes to any of the questions further information is required
  • Once you’ve added the missing information, Review and Confirm as before

When I’m prompted to enter medical details they won’t save and therefore cannot access my account.

Your Internet Browser may have saved an older version of the medical form in the cache memory, causing a clash with the new version.

What is a Browser Cache?

“A temporary storage area in memory or on disk that holds the most recently downloaded Web pages. As you jump from Web page to Web page, caching those pages in memory lets you quickly go back to a page without having to download it from the Web again.” (Source: PCmag.com).

How do I Clear the Browser Cache?

Follow the link below for the browser you are using to see instructions on how to clear the browser cache:

Android Mobile/Tablet

iPhone/iPad

PC

  • Chrome

  • Edge

  • Firefox

  • Internet Explorer: FranScape systems are not compatible with Microsoft Internet Explorer. Please use one of the above browsers instead.

Mac

Payments

Why am I being asked to Authorise my payment?

A very small percentage of card payments (less than 0.01%) taken via our system require further authorisation. This is due to the security options applied to the Customer’s card.

What is 3D Secure?
The Strong Customer Authentication regulation in Europe requires the use of 3D Secure for card payments. For extra fraud protection, 3D Secure requires customers to complete an additional verification step with the card issuer when paying.

Authorising the Payment
When you make a card payment that triggers the 3D Secure authorisation, the booking/payment will be completed as normal, but you will then be presented with the Payment Authentication screen.

Once logged in to your account, you will be prompted to authorise any outstanding payments

Please Note: You will not be able to navigate away from this page until outstanding payment authorisations have been completed.

When you click Authenticate, you will be presented with a pop-up window asking for live authorisation of the payment. This pop-up is provided and managed by your card issuer

Automatic Monthly Payments
Monthly payments are taken overnight so cannot be authorised “live”. If a 3D Secure authorisation is required for a Monthly Payment, you will be sent an email asking you to log in to their Customer Portal and authorise the payment.

When I try to add a payment card to my account a general error comes up.

The most common cause of this is the extra layer of security required that involves confirming the cardholder postcode when adding a card to your account.

Please Note: This is not always your home postcode, it is the postcode that the card is registered to.

If you have moved house since you were last issued a card by your provider your card may still be registered to the old address, or it may have been entered incorrectly when you gave them your new address.

I’ve checked the cardholder address with my card provider and it is all correct.
In this case please contact us and our technical team will take a closer look.

How do I make a payment and view previous transactions?

  • Log in to your online account
  • On your account dashboard, select My Payments
  • This brings up a page which shows you you’re current balance, a history of your transactions and a button to Make a Payment
  • Click Make a Payment

 

Please Note: If your account balance is £0.00 or in credit the Make a Payment option is not available.

There are 3 fields here:

  • Franchise: Sometimes (rarely) our customers have two consumers that attend classes in different venues that belong to different areas. This allows you to select which one you are paying.
  • Payment Card: Select which of your stored payment cards you wish to pay with
  • Payment Amount: This is set to your current owed balance by default
  • Fill in/confirm the details and click Make Payment

 

I don’t have a payment card stored
In this case a message will show up with a link to the Add Card page:

  • On the Manage Cards page, select Add Card
  • Enter the Name on Card
  • Enter the long Card Number
  • Enter the card Expiry Date
  • Enter the CVC number
  • Enter the Billing Postcode. Please Note: This is the post code of the address that the card is registered to. If the card is rejected it may mean that it is different to your home address.
  • Click Add Card

 

You can now go back to My Payments to make a payment

Please Note: Unfortunately we are not able to accept payments via American Express

A Note on Card Storage
Your card is stored on your online account to make it easier for you to make payments. However, your full card details are not stored on our system. They are encrypted by our payment provider, Stripe, who then send back an encrypted token to our system. All we see is the last 4 digits which help us identify the correct card if you wish to pay over the phone.

I don’t want my card to be stored after I’ve paid
If this is the case, once payment is made:

  • Head back to the Dashboard
  • Select Manage Account
  • Select Manage My Cards
  • Click Delete

How do I add, change or delete a payment card?

  • Log in to your account
  • On the dashboard select Manage Account
  • Select Manage Your Cards
  • To delete a card, click Delete. Please note: If you have an active monthly plan, you cannot delete the card attached to this plan. A new card will need to be added before the original card can be removed.

 

Add a New Card

  • Click Add New Card
  • Enter the Name on Card
  • Enter the long Card Number
  • Enter the card Expiry Date
  • Enter the CVC number
  • Enter the Billing Postcode. Please Note: This is the post code of the address that the card is registered to. If the card is rejected it may mean that it is different to your home address
  • Please Note: If you already have active monthly plans on your account, you will get an option asking whether you would like to set this new card as the payment source for ALL of these plans.
  • Select Yes or No
  • Click Add Card

 

Please Note: Unfortunately we are not able to accept payments via American Express

A Note on Card Storage
Your card is stored on your online account to make it easier for you to make payments. However, your full card details are not stored on our system. They are encrypted by our payment provider, Stripe, who then send back an encrypted token to our system. All we see is the last 4 digits which help us identify the correct card if you wish to pay over the phone.

I don’t want my card to be stored after I’ve paid (Deleting a Card)
If this is the case, once payment is made:

  • Head back to the Dashboard
  • Select Manage Account
  • Select Manage My Cards
  • Click Delete

Classes

How Do I Go About Leaving The little dance academy and Closing My Account With the little dance academy?

Pay Monthly:

You can cancel online, anytime by giving us 30 days notice. Further instructions can be found here.

Pay in Advance:

If you want to cancel lessons, whether it’s individually or you want to leave The Little Dance Academy, please contact your local The Little Dance Academy office directly via email.

More details on how we handle cancellation and refunds can be found in our Terms and Conditions.

Logging In

Logging in to your online account

On the website click on the My Account button

On mobile you will need to tap the Menu button first

On the Login page:

  • Enter your Email Address
  • Enter your Password
  • Click Login

 

I’ve Forgotten my Password/My Password Isn’t Working

  • On the Login screen, select Forgot Password?
  • On the next screen, enter your Email Address and press Recover Password
  • You will receive an email within 5 minutes:
  • Following the instructions in the email, click on the long link. Please Note: your password reset link expires after 24 hours
  • This will take you to the Password Reset Page
  • Enter your Email Address
  • The Reset Token should already be present. If it isn’t, copy and paste it from the email you received
  • Enter your New Password
  • Confirm your New Password
  • Click Reset Password

 

Please Note: Passwords should contain at least one Capital Letter, one Number and one Special Character (such as !$_@*)

Once your password has successfully been reset, select Back to Login and log in with your new password.

Resetting a Known Password

How do I change my default password to something easier to remember?

  • Log in to your account
  • Select Manage Account
  • Select Change Password
  • Enter Current Password
  • Enter New Password
  • Confirm New Password
  • Click Change Password. Please Note: You password should be at least 8 characters long and contain at least 1 Capital Letter, 1 Number and 1 Special Character (such as $@!_)

 

Resetting a Forgotten Password
I’ve Forgotten my Password/My Password Isn’t Working

  • On the Login screen, select Forgot Password?
  • On the next screen, enter your Email Address and press Recover Password
  • You will receive an email within 5 minutes:
  • Following the instructions in the email, click on the long link. Please Note: your password reset link expires after 24 hours
  • This will take you to the Password Reset Page
  • Enter your Email Address
  • The Reset Token should already be present. If it isn’t, copy and paste it from the email you received
  • Enter your New Password
  • Confirm your New Password
  • Click Reset Password

 

Please Note: You password should be at least 8 characters long and contain at least 1 Capital Letter, 1 Number and 1 Special Character (such as $@!_)

Once your password has successfully been reset, select Back to Login and log in with your new password.

How do I change my default password to something easier to remember?

  • Log in to your account
  • Select Manage Account
  • Select Change Password
  • Enter Current Password
  • Enter New Password
  • Confirm New Password
  • Click Change Password. Please Note: You password should be at least 8 characters long and contain at least 1 Capital Letter, 1 Number and 1 Special Character (such as $@!_)

I’ve Forgotten my Password/My Password Isn’t Working

  • On the Login screen, select Forgot Password?
  • On the next screen, enter your Email Address and press Recover Password
  • You will receive an email within 5 minutes:
  • Following the instructions in the email, click on the long link. Please Note: your password reset link expires after 24 hours
  • This will take you to the Password Reset Page
  • Enter your Email Address
  • The Reset Token should already be present. If it isn’t, copy and paste it from the email you received
  • Enter your New Password
  • Confirm your New Password
  • Click Reset Password

Please Note: You password should be at least 8 characters long and contain at least 1 Capital Letter, 1 Number and 1 Special Character (such as $@!_)

Once your password has successfully been reset, select Back to Login and log in with your new password.

Getting in touch

The best way to get hold of someone to resolve an enquiry or query is to contact your local Little Dance Academy office:

  • Log in to your online account
  • Click on the Telephone button

Please Note: This shows you the local office that manages the class that you are currently in.

How do I contact my local Little dance academy office?

For Fulham, Hammersmith, Chiswick and Wimbledon classes please call Katie on 07480288874 or email hello@thelittledanceacademy.com

For Queen’s Park, West Hampstead and Notting Hill classes please call Laura on 07972345070 or email queenspark@thelittledanceacademy.com

For our Kensington, Chelsea and Bishop’s Stortford classes please call Georgina on 0745311644 or email missgeorgina@thelittledanceacademy.com

Please note we cannot always answer your call as we may be teaching. Please leave a message or send a txt message and we will call you back after class.