Class and course tickets are for a time dependant service, and are protected under Australian Consumer Law (ACL).

We provide refunds only when the service: 

• was provided with an unacceptable level of care and skill - for example, we had no tutor present. 
• is unfit for the purpose it was requested for - for example we provided you with cookie dough, not clay. 
• was not delivered within a reasonable time when there is no agreed end date - for example the class was canceled, and we were unable to offer you an alternative class date.

We do not provide refunds for the service when customers have:

• changed their mind
• insisted on having it provided in a particular way, against the provider’s advice
• failed to clearly explain their needs to the provider 
• A problem with the service was outside the control of the provider

In practical terms this means 

• We do not refund for any reason associated with a Communicable Disease pandemic or epidemic, including Covid-19.
• Any reason for refund must not be foreseeable at the time You made the Booking.
• If Your Booking is cancelled, postponed or cannot be fulfilled by the Clay Sydney, please contact the Customer Service team directly for further advice about your Refund.
• We do not refund if You made Your Booking by mistake, or it is no longer wanted or needed.
• You must make all arrangements to Attend the Booking, including arranging any necessary travel or documents, and allowing suitable travel time.
• We may ask for any reasonable additional evidence required to support your application, which may include proof of eligibility and intent to Attend (included in section three of this policy).
• You will be asked to provide supporting evidence at Your own expense, and a copy of the Booking confirmation.
• Maximum refund value per person will not exceed the total value of their share of the Booking.

What am I purchasing? 

Please note that you are purchasing the service of tutoring on a specific time and date. You must be able to attend this specific time and date. This service is not automatically transferable to other times and dates should you not be able to attend the time and date selected upon booking.  In other words, changing your mind on availability of that date is not something we generally are able to offer a refund for. 

However, we understand that life happens, so you may request a transfer to another time and date, noting specific deadlines and cancelation/reschedule fees as outlined in the next section. 

Additionally, you are purchasing the service of tutoring on a specific time and date, and this does not include the end result of a pottery item. Occasionally items explode or are damaged in the process of firing. Glaze is also an unpredictable medium. Clay Sydney is not responsible for this, and a refund will not be provided. As a gesture of goodwill, we may provide you with a Clay at Home kit so that you are able to remake an item of your choosing and have it fired. 

All notices must be given via EMAIL ONLY. We do not accept texts, insta comments, garbled phone messages, or courier pigeons. Our staff work Monday through Friday, 9-4, and may not get back to you immediately during out of hours. 

Please note, for the sake of fairness, we apply these rules strictly and with no exceptions.

One-off classes. 

Weekday classes (Monday-Thursday)

48 hours prior to your class. 

You may reschedule your class 48 hours before a weekday class. You may reschedule your class once only. An additional week is required for groups of 4+. Notice must be given before this timeframe via EMAIL. 

Within 48 hours of your class, up to 4 hours before your class. 

Within the 48 hour window, we recognise that there may be exceptional circumstances (detailed in the third section of this policy), such as severe illness, where we may be able to issue a refund minus a 50% cancellation fee. This will be provided in the form of a rebooking code, but you may request a refund, minus the 50% cancellation fee.. This can be issued for groups of up to 3 people. 

For groups of 4 or more we will issue the rebooking code for the affected individual, plus one other only. The remainder of the group does not fall under exceptional circumstances, and their tickets are still valid for the originally booked date and time. 

Notice must be given before this timeframe via EMAIL. 

Within 4 hours of your class. 

Thank you for respecting our clients who missed out on a space in your class, and honouring our strict 4-hour reschedule policy. In practical terms, this means that there is a 100% cancellation fee. Thank you. 

However, you may transfer your booking to another person, if you're not able to make it at the last minute. Just let us know on the door.

Weekend classes (Friday- Sunday)

72 hours prior to your class. 

You may reschedule your class 48 hours before a weekday class. You may reschedule your class once only. An additional week is required for groups of 4+. 

Notice must be given before this timeframe via EMAIL. 

Within 72 hours of your class, up to 12 hours before your class. 

Within the 72 hour window, we recognise that there may be exceptional circumstances (detailed in the third section of this policy), such as severe illness, where we may be able to issue a refund minus a 50% cancellation fee. This will be provided in the form of a rebooking code, but you may request a refund, minus the 50% cancellation fee. This can be issued for groups of up to 3 people. 

For groups of 4 or more we will issue the rebooking code for the affected individual, plus one other only. The remainder of the group does not fall under exceptional circumstances, and their tickets are still valid for the originally booked date and time. 

Notice must be given before this timeframe via EMAIL. 

Within 12 hours of your class. 

Thank you for respecting our clients who missed out on a space in your class, and honouring our strict 12-hour reschedule policy. In practical terms, this means that there is a 100% cancellation fee. Thank you. 

However, you may transfer your booking to another person, if you're not able to make it at the last minute. Just let us know on the door.

Courses

Rescheduling your entire course

72 hours prior to your courses commencement date

You may reschedule your course 72 hours before. You may reschedule your course once only. An additional week is required for groups of 4+. Notice must be given before this timeframe via EMAIL. 

Within 72 hours of your class, up to 12 hours before your course commencement date 

Within the 72 hour window, we recognise that there may be exceptional circumstances (detailed in the third section of this policy), such as severe illness, where we may be able to issue a refund minus a 50% cancellation fee. In the first instance we will provide you with a 50% rebooking code so you can book in faster, but you may request a refund, 50% cancellation fee. This can be issued for groups of up to 3 people. 

For groups of 4 or more we will issue the rebooking code for the affected individual, plus one other only. The remainder of the group does not fall under exceptional circumstances, and their tickets are still valid for the originally booked date and time. 

Notice must be given before this timeframe via EMAIL. 

Within 12 hours of your class. 

Thank you for respecting our clients who missed out on a space in your course, and honouring our strict 12-hour reschedule policy. In practical terms, this means that there is a 100% cancellation fee. Thank you. 

Missing a class

We do not offer make up classes if you miss a class. You must be able to attend ALL class dates listed. No exceptions. No class credits.

Private classes 

Within the 7 day window, up to 12 hours before your class, we recognise there may be exceptional circumstances, such as severe illness where a GUEST may be unable to attend. In these instances we can provide a refund  minus a 50% cancelation fee per guest. A 100% cancellation fee is applicable within 12 hours of the class. No exceptions, no credit.

Within the 7 day window, up to 4 hours before your class, we recognise that there may be exceptional circumstances, such as severe illness where the GUEST OF HONOUR may be unable to attend. In these instances, we can reschedule your class date. GUESTS who are unable to make the new date are subject to the 100% cancellation fee. We are unable to reschedule a class within 4 hours of the class. The class will continue for other guests. No exceptions, no credit.

Please note that your deposit is non-refundable. 

Mastercourses

As we’re incurring high costs to run these courses, our cancellation/rescheduling policy will be different than our other regular classes.  As such, we do need to know exact numbers beforehand.  If for whatever reason you can’t attend, we do need to know 90 days in advance of the course start date.  After which, the refunds incur a 100% cancellation fee. If we can find another student to purchase your place we may waive this cancellation fee. 

You may have read the previous two sections and though - I have exceptional circumstances. Please read on to find out what information we require. 

Exceptional circumstances include:

• Illness / Injury
• Pre-existing Medical Condition
• Pregnancy Complication
• Death of Immediate Family
• Public Transport Failure
• Flight disruption
• Mechanical Breakdown
• Adverse Weather
• Home Emergency
• Theft of Documents
• Workplace Redundancy
• Jury Service
• Court Summons
• Armed Forces & Emergency Services Recall
• Relocated for Work
• Changes to Examination Dates

Illness / Injury  

means an Illness or accidental Injury to a person in the Booking or an Immediate Relative.

What we do not refund

• Where you cannot provide evidence that the person affected is within the Group due to Attend the Booking.
• Telephone or online consultations.
• Where You have not been physically examined by a Doctor prior to the date of the Booking.
• Conditions that are unpredictable and the event is more than two months in the future.

Evidence required

Doctor’s note or Medical Certificate confirming:

• The details of the illness or injury,
• The date it first occurred,
• A statement that it prevents the person from Attending.
• Proof of relationship.

Pre-existing Medical Condition

means a physical or mental health condition that You already had when You made the Booking that would not normally prevent You Attending.

What we do not refund

• Where guidelines for Your pre-existing medical condition would normally prevent You from Attending the Booking.
• Telephone or online consultations.
• Conditions that are unpredictable and the event is more than two months in the future.
• Pre-existing medical conditions of Immediate Relatives.

Evidence required

Doctor’s note or Medical Certificate confirming:

• details of the illness,
• the date it changed,
• that it prevents the person from Attending.

Pregnancy Complication

means a complication of pregnancy You were unaware of when Booking and which means You cannot Attend the Booking.

What we do not refund 

• Normal Pregnancy.

Evidence required 

Doctor’s note or Medical Certificate confirming:

• details of the complication,
• the date it occurred,
• that it prevents the person from Attending.

Death

means Your death any time prior to the Booking or the death of an Immediate Family member or any person(s) in the Group due to Attend the event, up to 35 days prior to the date of the Booked event.

What we do not refund

• Where you cannot provide evidence that the person was within Your Immediate Family or in the Group due to Attend the Booking.

Evidence required

• A death certificate.
• Proof of relationship. 

Public Transport Failure

means unexpected disruption or failure of the public bus, train, tram or ferry network which is not foreseeable before the date of the Booking.

What we do not refund

• If there is a financial failure of any Transport provider.
• Heavy traffic or road closures.

Evidence required

• Confirmation of failure or disruption of the public transport. (This can normally be obtained from the transport company’s website).

Flight disruption

means cancellation or significant delay of flight(s) which You were unaware of before the date of the Booking, that prevents You from Attending Your Booking.

What we do not refund

• If Your flight is Your Booking and it is cancelled or postponed, your refund will not be paid through this service, contact Customer Services.
• If You were aware of the disruption prior to the date of the Booking and did not make reasonable suitable alternative travel arrangements.
• If there is a financial failure of any Transport provider.
• If the purpose or reason for which You booked Your flight in order to Attend has altered or been cancelled.
• If You have not allowed sufficient time between flights.
• If You have only secured a standby position for the flight.

Evidence required 

• A copy of Your airline ticket and notice of cancellation or disruption from the airline.

Mechanical Breakdown

means in the 24 hours prior to the Booking, the mechanical breakdown, accident, fire or theft of a vehicle taking You to the Booking.

What we do not refund

• If You did not leave sufficient time to travel to the Booking.
• If You did not make reasonable alternative arrangements to Attend the Booking.
• Any vehicle You plan to use during the Booking.

Evidence required

• Breakdown – A copy of the call out note from a national breakdown recovery service.
• An incident number or report from the Police or relevant traffic authority.

Adverse Weather

means weather where a Government Agency has issued warnings not to travel which mean You cannot Attend.

What we do not refund 

• Adverse weather with no Government Agency warnings not to travel.

Evidence required

• A copy of the travel warning from the Government Agency.
• Confirmation of relevant route closures.

Home Emergency

means a Burglary, Fire, Malicious Damage or Flood at Your main private residence within 48 hours immediately before the Booking.

What we do not refund

• Any Home Emergency for which You cannot provide Evidence as below.

Evidence required

• Burglary, Flood, Malicious Damage – A Police reference number or evidence from the submission of a claim to Your home insurance company.
• Fire – A report from the fire service and/or police.

Theft of Document(s)

means the theft of a document necessary for the Booking, which cannot be replaced in time for the Booking.

What we do not refund

• If the documents can be replaced in advance of the Booking or on the day.
• Lost documents.

Evidence required

• A police report or crime number to confirm the theft dated within 24 hours of the theft taking place. (Self-declaration not accepted)
• An email from the Booking agent confirming they are unable to replace/re-issue the tickets.

Relocated for Work

means a requirement to move address imposed on You by Your current employer, unknown to You at the date of Booking. The move may be temporary or permanent and must be to a location that makes the travel requirement to Your Booking unreasonable.

What we do not refund

• Attendance at business meetings and business travel.
• Any temporary relocation for work must be for a period of at least 3 months.
• Voluntary relocation or where you are changing employer for a new role.
• Where You are the business owner or registered Director, or a member of Your family is.

Evidence required 

• A letter from Your current employer confirming the relocation details.
• Evidence of living at the new address.

Workplace Redundancy

means You are unexpectedly made compulsorily redundant by Your employer with whom You have been permanently employed full time for a period of at least 2 years.

What we do not refund

• Where the redundancy was voluntary.
• Where You are dismissed from employment.
• Where You are the business owner or registered Director, or a member of Your family is.

Evidence required

• A letter of compulsory redundancy from Your employer.
• Evidence that You have been in this employment for over two years.

Armed Forces & Emergency Services Recall

means You as a member of the Armed Forces, Reserve Armed Forces or Emergency Services are recalled to work on the date of the Booking or are posted overseas and cannot Attend the Booking.

What we do not refund 

• You were aware of or had scheduled work on the date of the Booking, prior to making the Booking.
• You made an unsuccessful request for annual leave for the date of the Booking.

Evidence required

• A note from Your Commanding Officer or Line Manager to confirm being called into work or duty and that this was not Your original schedule.

Jury Service

means a summons for You to Attend Jury Service over the date of the Booking of which You were unaware at the time of making the Booking.

What we do not refund 

• Any Jury Service for which You cannot provide Evidence as below.
• Evidence required 
• A copy of the letter requiring Jury Service.

Court Summons

means You are summoned to appear as a witness in court proceedings on the day of the Booking of which You were unaware of the time of making the Booking.

What we do not refund

• Any Court Summons in which You are not there as a witness, including civil and criminal cases where you are involved in the case yourself as the plaintiff or defendant.

Evidence required 

• A copy of the Court Summons.

Changes to Examination Dates

means the unforeseen change of the date of an examination that You are already registered to the day(s) of the Booking.

What we do not refund

• If You failed the examination previously and had to re-sit.
• Where the examination is being provided by a commercial business (not by an educational board).

Evidence required

• A copy of a notice from the examination body, school, college, university confirming the change of date. 

Emergency Circumstances  

means an unforeseen circumstance completely outside Your control and of no fault of Yours and completely prevents you from Attending the Booking. The decision to refund is entirely at the discretion of our Customer Experience Team. We will consider these circumstances and have no obligation whatsoever to provide a refund.

What we do not refund

• Anything which our Customer Experience Team considers is not intended to be included in this list of valid reasons for refund.
• Any change to your work schedule (other than the specific situations listed under Work Relocation or Emergency Services Recall sections of these terms).

Evidence required 

• Any evidence requested by our Customer Experience Team to verify the emergency circumstances.

Our Class Passes (after 8 October 2024) are valid for 12 months from date of purchase.
Please note that under Australian Consumer Law (ACL), specifically NSW, these Class Passes cannot be classified as Gift Cards or Vouchers, as they are "sold for a particular good/service that is below the market value of that good/service (a genuine discount)". i.e. The cards are purchased for a $5 discount on the ticketed class price, and do expire within 12 months from date of purchase.
Additionally, our Reschedule Passes, are not Class Passes, and are valid for 3 months from issue.

Our studios are closed from December 21st-Jan 9th.

Our classes resume on January 10th

Our courses resume on January 13th

Our studios will be open for pickups/dropoffs on January 15th

HOLIDAY ORDER DEADLINES

Mon, Dec 2nd: Long-haul national deliveries deliveries Far North Queensland and remote areas
Monday, Dec 9th: Deliveries to remote WA and NT
Friday, Dec 13th: Regional & all deliveries to and from Perth
Wed, Dec 18th: Deliveries to Sydney metro
Thursday, December 19th: FINAL day to place pickup orders
(*any pickup orders placed after Dec 19th will be sent out week of January 15th upon reopen)

**These dates are just a handy guide—things can change thanks to factors out of our hands (we wish we could control everything, but we’re only human!)**

Our studio will be closed December 21-Jan 9th. Classes resume on January 10th and courses resume on January 13th.

Bring an apron or an old tee, if you’d like. You won't get super dirty, and the clay doesn't stain, but you might be a little dusty. We do not provide aprons to wear, so please bring your own!

Bring your wine and nibbles, if you’d like. We do not provide glasses, so please bring your own.

If one of your course dates falls on a public holiday, your course will resume the following week, and pick up where you left off. For example, if the third week of a course falls on Australia Day (Monday, January 27th), that third week will actually take place the following week, skipping the public holiday.

*please note, the Australia Day public holiday is on January 27th, 2025.  January 26th is NOT considered a public holiday, so classes will run as scheduled on the Sunday.

Sorry, if you can’t make it to a session, we’re not able to offer make-up classes, or switcheroos. 

Kids can join for our Mud Club classes! We also offer our clay at home kits for kids! It’s a great way to get kids creative at home! With our clay at home kits, we send all the tools and materials you need to you, and you can take part whenever you’d like!   We don’t accept creative kids vouchers, sorry.

All students in our Wine & Clay class must be 18 years or older, 16 years or older in our wheel classes, and 13 years or older in our Coffee & Clay class (please note, any one under 18 MUST be accompanied by a participating adult).

If your work is ready, your class date will be listed below. It takes around 3-4 weeks for your work to be fired. After this we keep your creations for an additional 6-8 weeks. If you don't pick up your work within this three month window, we'll assume you don't want them and they'll be be available for gold coin donation.

Check when to grab your work on our pick up page.

Check out our specific class pages to see how/what is made in each class.

If you’d like to keep more than what is alotted for the class, we’ll happily fire and glaze them for $25 an item.

We also offer delivery of your ceramics, if you can’t make it back to our studio! Delivery is $15/piece :)

Our classes do have a minimum number of sign ups required to run the class. In the rare event that a class doesn't have enough students enrolled, we will have to cancel and reschedule your booking.

Unfortunately, we are not able to offer make up sessions or refunds if you are late or forget.

If you are more than 30 mins late to your class, our teacher will turn you away, with no option to refund or reschedule your booking. Classes start on time, and our tutors may not be able to go through everything a second time if you are late. This is very disruptive to the rest of the class. Doors open 15 mins before class begins.

But why?!

In the same way a Cinema or a Live music venue has ticketed events, the ticket price paid is for a seat at the event, which still goes ahead with the same costs to the business, even if there are no-shows, unintentionally or not. Unfortunately for us, the costs are much higher as we have such a small capacity. Unless it's an unforeseen accident or illness, where we take on the loss ourselves out of good will, we're not usually able to reschedule without being notified VIA EMAIL before the 48hour window.  In the instance of unforeseen accident or illness, we cannot provide a refund after the 48 hour window.

For this reason, we send out a confirmation email, and a reminder email. Please ensure you enter you email correctly, and check your junk. We cannot be responsible for you not receiving - our system tracks times and dates when sent.

We also recommend whacking a note on your fridge, or setting an alarm in your phone.

Unfortunately, we are not able to offer make up sessions or refunds if you go to the wrong studio. We have two studios, one in Marrickville, and one in Enmore. Our website, the booking email and confirmation emails all list the address of your class, so please check before you travel. Fortunately, each studio is a 5-10 min drive from each other, so you shouldn’t miss too much of the class. 

But why?!

In the same way a Cinema or a Live music venue has ticketed events, the ticket price paid is for a seat at the event, which still goes ahead with the same costs to the business, even if there are no-shows, unintentionally or not. Unfortunately for us, the costs are much higher as we have such a small capacity. Unless it's an unforeseen accident or illness, where we take on the loss ourselves out of good will, we're not usually able to reschedule without a notification VIA EMAIL before the 72 hour window.  

For this reason, we send out a confirmation email, and a reminder email. Please ensure you enter you email correctly, and check your junk. We cannot be responsible for you not receiving - our system tracks times and dates when sent.

We also recommend whacking a note on your fridge, or setting an alarm in your phone.

Yes, we take AfterPay directly at checkout for supplies, and via a code for classes and courses

Please ensure you think carefully about your own financial situation, and your ability to meet repayments. Your repayment contract is directly with AfterPay and we are not able to assist in this arrangement.

By purchasing with AfterPay you are still bound by our strict cancellation and reschedule policy - the first FAQ on this page.

Well, we can’t all be good at everything, all the times, amirite? Whilst our tutors are top guns at getting the best out of folks, sometimes the clay just doesn’t want to play the game, and your Pinterest dreams may not be met. Clay is a cruel mistress. You just gotta take it on the chin and try again.

Clay Sydney is not responsible for a piece cracking, breaking, exploding or any other type of unsatisfactory result after firing. Cracks happen.

Just go here.

Firstly, you must have a photo when you come to pick up - you’ll be reminded in class, and there are READ ME posters on all tables/stations. We’re not able to help if you forget to do this - we have literally thousands of pots, so “a mug with a handle” isn’t super helpful. 

We don’t throw work out within the 6 week pick-up window of its firing, so in the first instance we’ll look for you. 1000+ items on the shelves at any one time it can be a little tricky if it’s been accidentally put in the wrong date box. In the very unlikely event (out of around 22000 items a year, maybe 4-5 get lost-lost, like a washing machine eating a sock), it still can’t be located, the person whose piece is missing will be offered a re-make session. If you purchased additional pieces in the class beyond your one allotted item, you will be refunded only the cost of additional pieces.

We can’t keep work longer than the 6 week pick-up window. Your work will take 3-4 weeks to be fired, and then will be kept for a further 6 weeks (so about 2.5 - 3 months in total from the date of your class).

If you don't pick up your work within this three month window, we'll assume you don't want them and they'll be donated to raise money towards a new community kiln :)

Noooo. Let’s keep it classy, shall we. If our tutors think you, or one of your group is too drunk, then we’ll ask you all to leave, so let’s look after each other.

That’s a hard no there, champ. Our staff are very lovely. If you’re finding ceramics/life/the universe frustrating, that’s fine, but you don’t get to be a jerk. Not ever. We’ll cancel your ticket on the spot, and you won’t get a refund. We’ve only done this twice in three years and thousands of students. Don’t be the third.

We do, here.