2023/24: PAYMENT PLANS, REFUND POLICIES & 

Payment Plan Options for the Academic Year:

Pay In Full: One time payment made with a credit card or through electronic check- There are no fees associated with this plan. *See Refund Policy for more information.  Upon registration you will be charged your full tuition & your registration fee at check out, cementing your place in the program.  Within 2 weeks of registration you will receive a summary invoice with the overview of your full tuition.

Payment Plan with Electronic Checks:  Upon registration you will be charged 20% of your tuition & your registration fee at check out to hold your place in the program.  This payment will be applied TOWARD your final balance and is non-refundable.  Once we have reviewed your selected program, you will be sent an invoice with a breakdown of your selected payment plan. If you select an “installment payment plan with ECheck,” the remaining balance due will be divided into 5 equal payments, starting September 15, 2023-January 15, 2024, using that same payment method. There is NO Additional Charge for this plan. In the event that your payment is declined, you will be charged for any associated bank fees and you have 1 week to contact us to update your account.  After one week, an additional $25 late fee will be applied to your payment. If we do not hear from you to update your account after 2 weeks, then the student will not be able to attend classes until the payment is made.  Any classes missed during this period will not be able to be refunded or made up. *See Refund Policy for more information.

Payment Plan with a Credit Card: Upon registration you will be charged 20% of your tuition & your registration fee at check out to hold your place in the program.  This payment will be applied TOWARD your final balance and is non-refundable.  Once we have reviewed your selected program, you will be sent an invoice with a breakdown of your selected payment plan. If you select an “installment payment plan with Credit Card,” the remaining balance due will be divided into 5 equal payments, starting September 15, 2023-January 15, 2024, using that same payment method.  There will be a 5% processing fee for this plan, based on the total amount of your selected program. In the event that your payment is declined, you WILL be charged for any associated bank fees and you have 1 week to contact us to update your account.  After one week, an additional $25 late fee will be applied to your payment. If we do not hear from you to update your account after 2 weeks, then the student will not be able to attend classes until the payment is made.  Any classes missed during this period will not be able to be refunded or made up. *See Refund Policy for more information.

 

Refund Policies for ALL Classes:

Our policies are always built with the goal of protecting both our teaching artists and students, to ensure that all are compensated for their commitments towards each other.  In the event that there are extenuating circumstances, EzraGuitar is always willing to work with you to come up with a mutually agreeable solution, taking into account fair treatment to all parties involved.  Since EzraGuitar is continuing to offer an online option for Private lessons this year, re-location is not considered an extenuating circumstance.  In addition, due to the continuing circumstances surrounding the global pandemic and covid-19, EzraGuitar will do everything in its power to always provide ways to fulfill our programming promises to our students.  If a circumstance/force majeure arises where EzraGuitar cannot provide ways in which to fulfill its obligations, then EzraGuitar will do everything in its power to reimburse our clients for any services not provided.  However, as long as EzraGuitar has created sufficient ways to provide quality programming to fulfill its promises to our students, the following conditions will remain in place.

  1. Registration fee is NON refundable
  2. Any fees associated with your payment plan are NON refundable
  3. 20% of tuition is to be paid upon registration and is NON refundable
  4. IF a student pays in FULL, and decides to withdraw from classes prior to September 1, 2023, they will be refunded in full EXCEPT for the 20% deposit, registration fee and any other fees associated with their payment (which are non refundable).
  5. Any DROPS after September 1, 2023 through January 31, 2024- the student will be responsible to pay for all lessons taken, the 20% deposit & registration fee(which is non refundable) and a 4 lesson drop fee (for all classes they are registered for), as well as any/all fees associated with their payment plan/late fees etc.
  6. IF you are on a payment plan and you decide to drop from your classes between September 1, 2023- February 1, 2024, then you AGREE that your final payment will include whatever balance is owed to complete the commitment of paying all lessons taken, the 20% deposit & registration fee(which is non refundable) and a 4 lesson drop fee (for all classes you are registered for) as well as any/all fees associated with your payment plan/late fees etc. If you had paid in FULL, then you AGREE that your refund will be calculated based on the policies explained above.
  7. AFTER February 1, 2024, there are no refunds for tuition and you agree that your final payment will be for the balance of any tuition still outstanding.
  8. For any MID YEAR Registrations (16 lessons or less): Lines #1,2 & 3 shall be applied.  In ADDITION, If you decide to withdraw 1 WEEK PRIOR to your classes beginning, you will be refunded in full, EXCEPT for the 20% deposit, registration fee and any other fees associated with your payment (which are non refundable).  However, once classes have begun, there are no refunds for these plans.  IF you would like a payment plan for a Mid year enrollment, that will need to be discussed with EzraGutiar Administration to determine the best plan for you.  However, you AGREE that once classes have begun, you will be responsible for the full amount of tuition.
  9. If you have made any special arrangements with EzraGuitar in regards to payment, outside of the standard registration; you agree that in the event you choose to terminate lessons or modify your plan, you will be responsible to fulfill any agreed upon financial obligations.

 

Policies Regarding Private Lessons:

Cancellation Policy: Cancellations must be made at least 24 hours in advance in order to reschedule the lesson. If a lesson is canceled less than 24 hours in advance, then the lesson will be forfeited. The teacher is in no way obligated to make up or refund lessons that are canceled less than 24 hours in advance. Students are entitled to TWO make up lessons if enrolled in an Academic Year lesson plan or ONE make up lesson if enrolled in a 16 week semester lesson plan (as long as the lesson was canceled according to the EzraGuitar policy).  There are NO make up lessons for Summer Sessions or any package of LESS than 10 lessons.

How to Cancel a lesson: Please call your teacher directly for all cancellations or make ups or any alterations you need to make in your lesson scheduling.  If you leave a message, send a text or an email to your teacher; you must receive a response back from them to confirm that the lesson is officially canceled.  The best way is always to call them; not everyone has the ability to check emails on their personal devices; so discuss with your teacher what their preferred method of communication is.

Tardiness: For online & In person lessons:  If the student arrives late to a lesson, the teacher will only be responsible to teach the student until the end of their scheduled time.  The teacher will only be responsible to wait for a student until the halfway point of their scheduled lesson; after which they may leave and the lesson will be forfeited. IF the Teacher is late to a lesson, the teacher will either extend the lesson to make up for the time the same day, if possible, OR will schedule a makeup to give back the time at another date.  If you know that you will be running late, please use common courtesy and call your teacher to let them know of your situation, so that IF it is possible they can adjust the schedule to accommodate you, and/or other students.

Important for In Home Lessons:  If the student is not home at the scheduled lesson time, the teacher will only be responsible to wait 15 minutes into the lesson time; after which they may leave and the lesson will be forfeited.  In the rare instance that the teacher arrives at a student’s home to teach a lesson and is asked not to teach the lesson that day, the lesson will be forfeited; exceptions will be made for extenuating circumstances to be discussed and evaluated on an individual basis.  IF the Teacher is late to a lesson, the teacher will either extend the lesson to make up for the time the same day, if possible, OR will schedule a make up to give back the time at another date.  If you know that you will be running late, please use common courtesy and call the teacher immediately to let them know of your situation, so that if it is possible, they can adjust schedules to accommodate you, the teacher and/or other students.  Please know that “in-home lessons” are a specialty service as they require the teacher to travel from home to home and thus deal with all of the uncertainties of the public transportation system and spend a great deal of additional time in transit rather than teaching; thus the policies are a bit firmer for these lessons.  

Important for ONLINE Lessons: Please note that most of the time teachers are teaching students back to back, so there may be a small delay in your start time as the teacher ends the lesson with the prior student.  This “rhythm” will be established during the first few weeks of the semester.  THUS: if a teacher is a couple of minutes delayed in starting your lesson, please do not assume that they are not coming, either wait a couple of minutes and/or give them a call or text.  The same is vice versa: IF you are delayed in starting your lesson, the teacher will either text or call you to check in with you.  We understand that sometimes there are technical issues with this lesson format, so please, just make sure to communicate with your teacher and/or our administration if you have any questions or need help troubleshooting.  You will NOT be penalized for dealing with technical difficulties as long as you communicate them in a timely manner to your teacher

Policies Regarding All Group Classes:

There are NO make-up lessons for group classes unless the class has been canceled by EzraGuitar. If classes are canceled due to force majeure* EzraGuitar will make every effort to find a convenient date for the majority of the group to make up the lesson, but a make up cannot be guaranteed and thus will not be refunded in this circumstance.  Classes cannot be made up or refunded if an individual misses a lesson. *In the case of “force majeure,” (such as a snow day) EzraGuitar will try to use the ZOOM platform to hold the lesson at the same time as scheduled so as not to miss valuable lessons.

FOR ADVANCED GUITAR ENSEMBLE CLASSES/Workshops & Master Classes: These classes are considered an upper level course and thus require a high level of commitment and dedication.  These classes are only open to students who have displayed a high level of excellence and have been recommended by their teachers and the Artistic Director. In order to achieve the goals of the curriculum, attendance is of utmost importance.  It is important to understand that playing in an ensemble is just like a team sport and all teammates must train together in order to create music together.  In the event of an absence, the student is recommended to schedule a 30 min make-up lesson with the instructor at the regular lesson rate within the week prior to the next rehearsal.  The lesson may be done in person or online.  In the event of too many absences, it may be decided that the student can no longer participate in the program due to lack of dedication and understanding of what it means to be a part of an ensemble. Since this is a specialty class; lots of work and planning is done in advance of the course starting; world class musicians are booked, music is written and arranged especially for the specific participants and is committed to by our faculty for the full year, no refunds can be issued.

ATTENDANCE:

Attendance is a very important part of studying a musical instrument. By skipping lessons the integrity of the course of study is interrupted and makes it very difficult for the student to truly progress at a good rate. If a student misses more than 2 lessons in a semester it will be at the discretion of the teacher if he/she believes that the student is prepared well enough to perform in the end of semester concert. In addition, those enrolled in upper level ensemble courses and Master Class/Workshop series, attendance is mandatory. The concerts and master classes are a very important part of our curriculum and they should be a positive experience for the students. If the student is unprepared because of poor attendance, the performance will not be a good experience for them, and we want to minimize bad experiences as much as possible; our goal is that music should be associated with fun and joy.  Please understand that it is not a punishment if a student who misses class frequently is asked not to join the performance piece of the class, if the teacher feels that they are unprepared.  It is our goal that performance should be a positive experience for ALL who are involved, including the audience.  Thus we must take into consideration all of the students in the performance and honor their commitment and hard work.  We also do not want to put a student who is under prepared into an uncomfortable public performance situation. The goal is to teach students to approach performance with all of their heart, to feel confident and proud of what they are presenting and most importantly, to enjoy the experience!

FAMILY DISCOUNTS:

ALL IN STUDIO & ONLINE CLASSES: Families will receive 5% off additional family member’s tuition and only 1 registration fee per family ONLY on Full Academic year tuition and lesson packages of 32 lessons or more. The discount will be applied to the lesser of the two amounts.

IN HOME PRIVATE LESSONS & SCHOOL PICK UPS: Due to the travel time and strategic planning associated with these services: No discounts are available at this time.

NOTES:

-Family discounts are ONLY available to those registering DIRECTLY through EzraGuitar.  If you are registering through your school or other institution, then any family discounts should be discussed directly with the administration of that specific program.

-Family Discounts can ONLY be applied to members of the same household. They canNOT be applied between friends.

SHEET MUSIC & REPLACEMENT LESSON BOOKS:

All NEW  Elementary age Group Guitar students (PreK-5th) are provided with a lesson book which is included in your tuition.  If the book is lost, you must contact the studio for a replacement book. The cost for a replacement book is $15 and it can either be picked up from our Brooklyn Studio or mailed depending on your location.  Shipping cost will be added for mailed books.

For Students who will need specific scores (teachers will let you know what they are) if EzraGuitar has them available in stock, then you can either purchase them online to pick up in the Brooklyn Studio or we can mail them to you for an additional shipping fee (based on size & weight).

To contact the office:

Please call us at 718-434-2103 between the hours of 10am-6pm Mon- Friday.  Any messages left over the weekend will be answered the following business day.

If we do not answer PLEASE leave a message or send an email to: [email protected]

Please do not rely solely on email to communicate with us; the volume of emails is very high and we cannot guarantee the speed in which you will receive a response.  If you need to get in touch with us quickly please call.

COVID SAFETY GUIDELINES FOR IN-STUDIO AND IN-HOME PROGRAMMING

To keep students and families safe throughout the COVID-19 pandemic, we have outlined additional policies and safety plans that students and families must sign on to in order to participate in on-site or in-home programming with EzraGuitar until further notice.

The health and safety of our students and their families, our faculty of teachers and administrators is our number one priority. Here are the guidelines we are abiding by so that we can ensure everyone’s safety and good health.

All faculty and staff members of EzraGuitar who are teaching in-person classes are fully vaccinated.

Policies and guidelines are subject to change at short notice following CDC guidelines. We will do our absolute best to keep our student body updated.

At our Studio and in all classes we ask that all use common courtesy and make sure not to attend classes if you are unwell.  For private lessons, we can usually always simply hold your lesson online, so that you don’t skip the week. If the situation arises where we need to return to mask wearing or other preventative measures, we ask that you kindly comply with the understanding that our top priority is always the health and safety of our community.

In-home lessons

  • Since we are requiring that all of our teaching staff be vaccinated in order to teach in person classes; following NYC DOE guidelines; we ask that all those having “In Home” classes, provide proof of vaccination as well.

Communication

In the case that any EzraGuitar student or employee receives a positive covid test result.  We ask that they immediately contact management at EzraGuitar so that we may notify any community members who may have come in contact; to keep our EzraGuitar community safe and healthy.

*In the event of needing to quarantine, all those affected will have their courses moved immediately to an online format so as to not miss any instruction.

 We thank you in advance for your support and cooperation. We will continue to get through this together! We look forward to seeing you at EzraGuitar!

 GUITAR REFUND & UPGRADE Policies

If you purchase an Ortega or Cordoba guitar you are eligible for an upgrade. Instead of buying a brand new guitar every time your child changes sizes we will take back your guitar and give you a credit towards the next size.

You will never pay full price for a guitar again!**

For Ortega 122 models and Cordoba C1M Protege models, you will receive a $50 credit towards your next guitar.

For Ortega 131 & Cordoba C1 Protege models, you will receive a $75 credit towards your next guitar.

For Cordoba: Requinto & Cadete Models you will receive $90 credit towards your next guitar.

For Cordoba: C5 & C7 models: $100 Credit

For other higher end models credit will be determined on a case by case basis.

The only conditions for upgrades are that your guitar should be in *good condition, i.e.: no structural damages or deep scratches beyond normal wear & tear.  EzraGuitar is not responsible for damages incurred by improper storage or handling of the instrument or damages caused by changes in climate.  If the guitar is damaged, we will not be able to offer this service.  Please do not allow your child to place any stickers or decals on the body of the guitar; as they leave residue and require special cleaning or can ruin the finish of the instrument.  For damages such as these or others which are considered borderline; EzraGuitar reserves the right to deduct any other fees required to repair the instrument to a “Gently USED” status from the trade in credit.

**Upgrade credit can ONLY be awarded to those upgrading instruments that have been purchased directly through EzraGuitar and only to the customer who purchased the instrument.  ie: EzraGuitar cannot offer upgrade credit on an instrument that was purchased on Amazon or from any other seller. EzraGuitar cannot offer a customer upgrade credit on a guitar that was purchased or given to them by another client, unless there is written permission given from the original buyer to award the credit to the new owner.

All other retail items can be returned for a full refund as long as:

– They are returned within 15 days of purchase.
– They are unopened, unused and still in original packaging.

2023/24: PS 889 PAYMENT PLANS, REFUND POLICIES & HEALTH & SAFETY GUIDELINES

PS 889 Payment Plan Options for the Academic Year:

Pay In Full: One time payment made with a credit card or through electronic check- There are no fees associated with this plan. *See Refund Policy for more information.  Upon registration you will be charged your full tuition & your registration fee at check out, cementing your place in the program.  Within 2 weeks of registration you will receive a summary invoice with the overview of your full tuition.

Payment Plan with Electronic Checks:  Upon registration you will be charged 20% of your tuition & your registration fee at check out to hold your place in the program.  This payment will be applied TOWARD your final balance and is non-refundable.  Once we have reviewed your selected program, you will be sent an invoice with a breakdown of your selected payment plan. If you select an “installment payment plan with ECheck,” the remaining balance due will be divided into 8 equal payments, starting September 15, 2023-April 15, 2024, using that same payment method. There is NO Additional Charge for this plan. In the event that your payment is declined, you will be charged for any associated bank fees and you have 1 week to contact us to update your account.  After one week, an additional $25 late fee will be applied to your payment. If we do not hear from you to update your account after 2 weeks, then the student will not be able to attend classes until the payment is made.  Any classes missed during this period will not be able to be refunded or made up. *See Refund Policy for more information.

Payment Plan with a Credit Card: Upon registration you will be charged 20% of your tuition & your registration fee at check out to hold your place in the program.  This payment will be applied TOWARD your final balance and is non-refundable.  Once we have reviewed your selected program, you will be sent an invoice with a breakdown of your selected payment plan. If you select an “installment payment plan with Credit Card,” the remaining balance due will be divided into 8 equal payments, starting September 15, 2023-April 15, 2024, using that same payment method.  There will be a 5% processing fee for this plan, based on the total amount of your selected program. In the event that your payment is declined, you WILL be charged for any associated bank fees and you have 1 week to contact us to update your account.  After one week, an additional $25 late fee will be applied to your payment. If we do not hear from you to update your account after 2 weeks, then the student will not be able to attend classes until the payment is made.  Any classes missed during this period will not be able to be refunded or made up. *See Refund Policy for more information.

 

Refund Policies for ALL Classes:

Our policies are always built with the goal of protecting both our teaching artists and students, to ensure that all are compensated for their commitments towards each other.  In the event that there are extenuating circumstances, EzraGuitar is always willing to work with you to come up with a mutually agreeable solution, taking into account fair treatment to all parties involved.  Since EzraGuitar is continuing to offer an online option for Private lessons this year, re-location is not considered an extenuating circumstance.  In addition, due to the continuing circumstances surrounding the global pandemic and covid-19, EzraGuitar will do everything in its power to always provide ways to fulfill our programming promises to our students.  If a circumstance/force majeure arises where EzraGuitar cannot provide ways in which to fulfill its obligations, then EzraGuitar will do everything in its power to reimburse our clients for any services not provided.  However, as long as EzraGuitar has created sufficient ways to provide quality programming to fulfill its promises to our students, the following conditions will remain in place.

  1. Registration fee is NON refundable
  2. Any fees associated with your payment plan are NON refundable
  3. 20% of tuition is to be paid upon registration and is NON refundable
  4. IF a student pays in FULL, and decides to withdraw from classes prior to September 20, 2023(for PS 889 students), they will be refunded in full EXCEPT for the 20% deposit, registration fee and any other fees associated with their payment (which are non refundable).
  5. Any DROPS after September 20, 2023(for PS 889 Students) through January 31, 2024- the student will be responsible to pay for all lessons taken, the 20% deposit & registration fee(which is non refundable) and a 4 lesson drop fee (for all classes they are registered for), as well as any/all fees associated with their payment plan/late fees etc.
  6. IF you are on a payment plan and you decide to drop from your classes between September 1, 2023- February 1, 2024, then you AGREE that your final payment will include whatever balance is owed to complete the commitment of paying all lessons taken, the 20% deposit & registration fee(which is non refundable) and a 4 lesson drop fee (for all classes you are registered for) as well as any/all fees associated with your payment plan/late fees etc. If you had paid in FULL, then you AGREE that your refund will be calculated based on the policies explained above.
  7. AFTER February 1, 2024, there are no refunds for tuition and you agree that your final payment will be for the balance of any tuition still outstanding.
  8. For any MID YEAR Registrations (16 lessons or less): Lines #1,2 & 3 shall be applied.  In ADDITION, If you decide to withdraw 1 WEEK PRIOR to your classes beginning, you will be refunded in full, EXCEPT for the 20% deposit, registration fee and any other fees associated with your payment (which are non refundable).  However, once classes have begun, there are no refunds for these plans.  IF you would like a payment plan for a Mid year enrollment, that will need to be discussed with EzraGutiar Administration to determine the best plan for you.  However, you AGREE that once classes have begun, you will be responsible for the full amount of tuition.
  9. If you have made any special arrangements with EzraGuitar in regards to payment, outside of the standard registration; you agree that in the event you choose to terminate lessons or modify your plan, you will be responsible to fulfill any agreed upon financial obligations.

Policies Regarding All Group Classes:

There are NO make-up lessons for group classes unless the class has been canceled by EzraGuitar. If classes are canceled due to force majeure* EzraGuitar will make every effort to find a convenient date for the majority of the group to make up the lesson, but a make up cannot be guaranteed and thus will not be refunded in this circumstance.  Classes cannot be made up or refunded if an individual misses a lesson. *In the case of “force majeure,” (such as a snow day) EzraGuitar will try to use the ZOOM platform to hold the lesson at the same time as scheduled so as not to miss valuable lessons.

ATTENDANCE:

Attendance is a very important part of studying a musical instrument. By skipping lessons the integrity of the course of study is interrupted and makes it very difficult for the student to truly progress at a good rate. If a student misses more than 2 lessons in a semester it will be at the discretion of the teacher if he/she believes that the student is prepared well enough to perform in the end of semester concert. In addition, those enrolled in upper level ensemble courses and Master Class/Workshop series, attendance is mandatory. The concerts and master classes are a very important part of our curriculum and they should be a positive experience for the students. If the student is unprepared because of poor attendance, the performance will not be a good experience for them, and we want to minimize bad experiences as much as possible; our goal is that music should be associated with fun and joy.  Please understand that it is not a punishment if a student who misses class frequently is asked not to join the performance piece of the class, if the teacher feels that they are unprepared.  It is our goal that performance should be a positive experience for ALL who are involved, including the audience.  Thus we must take into consideration all of the students in the performance and honor their commitment and hard work.  We also do not want to put a student who is under prepared into an uncomfortable public performance situation. The goal is to teach students to approach performance with all of their heart, to feel confident and proud of what they are presenting and most importantly, to enjoy the experience!

SHEET MUSIC & REPLACEMENT LESSON BOOKS:

All NEW  Elementary age Group Guitar students (PreK-5th) are provided with a lesson book which is included in your tuition.  If the book is lost, you must contact the studio for a replacement book. The cost for a replacement book is $15 and it can be picked up from our Brooklyn Studio.

To contact the office:

Please call us at 718-434-2103 between the hours of 10am-6pm Mon- Friday.  Any messages left over the weekend will be answered the following business day.

If we do not answer PLEASE leave a message or send an email to: [email protected]

Please do not rely solely on email to communicate with us; the volume of emails is very high and we cannot guarantee the speed in which you will receive a response.  If you need to get in touch with us quickly please call.

Health & Safety

At our Studio and in all classes we ask that all use common courtesy and make sure not to attend classes if you are unwell.  For private lessons, we can usually always simply hold your lesson online, so that you don’t skip the week. If the situation arises where we need to return to mask wearing or other preventative measures, we ask that you kindly comply with the understanding that our top priority is always the health and safety of our community.

*In the event of needing to quarantine, all those affected will have their courses moved immediately to an online format so as to not miss any instruction.

 We thank you in advance for your support and cooperation. We look forward to seeing you at EzraGuitar!

 GUITAR REFUND & UPGRADE Policies

If you purchase an Ortega or Cordoba guitar you are eligible for an upgrade. Instead of buying a brand new guitar every time your child changes sizes we will take back your guitar and give you a credit towards the next size.

You will never pay full price for a guitar again!**

For Ortega 122 models and Cordoba C1M Protege models, you will receive a $50 credit towards your next guitar.

For Ortega 131 & Cordoba C1 Protege models, you will receive a $75 credit towards your next guitar.

For Cordoba: Requinto & Cadete Models you will receive $90 credit towards your next guitar.

For Cordoba: C5 & C7 models: $100 Credit

For other higher end models credit will be determined on a case by case basis.

The only conditions for upgrades are that your guitar should be in *good condition, i.e.: no structural damages or deep scratches beyond normal wear & tear.  EzraGuitar is not responsible for damages incurred by improper storage or handling of the instrument or damages caused by changes in climate.  If the guitar is damaged, we will not be able to offer this service.  Please do not allow your child to place any stickers or decals on the body of the guitar; as they leave residue and require special cleaning or can ruin the finish of the instrument.  For damages such as these or others which are considered borderline; EzraGuitar reserves the right to deduct any other fees required to repair the instrument to a “Gently USED” status from the trade in credit.

**Upgrade credit can ONLY be awarded to those upgrading instruments that have been purchased directly through EzraGuitar and only to the customer who purchased the instrument.  ie: EzraGuitar cannot offer upgrade credit on an instrument that was purchased on Amazon or from any other seller. EzraGuitar cannot offer a customer upgrade credit on a guitar that was purchased or given to them by another client, unless there is written permission given from the original buyer to award the credit to the new owner.

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