©2024 All rights reserved. Learn2soar Ltd, PO Box 431, Stockport. SK5 6WR. Established 2003.
Company number: 04784003 / VAT 419 2924 83
FAQ's
MOST COMMONLY ASKED QUESTIONS
This may be due to a few different issues:
1. Security Check: If you’ve only just placed your order, and and there are no publications to access, then there is a strong possibility that your order is temporarily ‘On Hold’ due to a security check. To verify if this is the case, in the account area click on the ‘Orders’ tab. If the Status column says ‘On Hold’, then there’s your answer. We usually release orders from the ‘On Hold’ status within a few minutes during office hours. But at other times, it could take several hours. Thank you for your patience. If you still have issues, please contact us.
2. Subscription Expired: If you previously had access but the content is no longer available then it could be that your annual licensing (subscription) has expired. To clarify, access to your purchased resources expires exactly one year after the order was placed. Therefore, if more than a year has passed since you placed your order, and you still wish to use the exact same publication again, then you will have to make a new purchase of the ‘Digital Publication’ (or ‘Complete Pack’ where available). Please note that there is never any ‘auto-renewal’ of any expired subscriptions on our website. You just renew manually as and when required, by making a brand new purchase of the title you want.
3. Wrong Account: You may have more than one account registered with us, and you’ve accessed the wrong account. This is very common with customers who’ve been with us for a long time, they might have placed several orders over the years with different emails. Please try different email addresses if you think this might apply to you. If you still have issues, please contact us.
4. Technical Fault: If none of the above examples apply to you and you still have issues, then in rare circumstances it could be a technical fault. If so, please contact us. Thank you.
You simply make a new purchase of the ‘Digital Publication’ (or ‘Complete Pack’ where available) of the publication you’re interested in!
To clarify, we do not provide the option for customers to renew a performance licence on its own. The only option available is to purchase a new annual subscription, via the ‘Digital Publication’ (or ‘Complete Pack’ where available) of the publication you’re interested in. Please note that our ‘annual subscriptions’ have no automatic-renewal of any type. You just make a new purchase as and when required.
This is the only way to ensure you are fully licensed for the coming 12 months, in order to make full use of that particular publication again. An annual subscription to the ‘Digital Publication’ (or ‘Complete Pack’ where available) includes a full annual performance licence, a basic user licence and a bonus basic recording licence. It also provides access to all the resources again, including any that may have been updated since your last purchase. And just about all of our publications have recently been updated in one way or another, so purchasing a new subscription will give you instant access on any device, to all those shiny new or improved resources!
REPLACE LOST ITEMS: I've lost my CD / Download / Scripts, from previous years. Can you replace them?
With regards to any lost, damaged or missing CD or Download purchased in previous years: Sorry, we do not offer any type of replacement, (free, or paid) for old CDs, or downloads under any circumstance. Similarly, we will not provide missing individual elements like scripts, sheet music or song / music tracks.
Your only option is to make a brand new purchase of the ‘Digital Publication’, or ‘Complete Pack’.
The only time we may offer any kind of limited assistance in this regard is where the order concerned was placed within the last 12 months.
It’s also worth noting that even if you did still possess your original CD or Download with all material intact, you would still be expected to licence your usage again for the coming year, by paying for a new annual subscription. Therefore, as we no longer sell stand-alone performance licences, you would still be expected to purchase a new ‘Digital Publication’ or ‘Complete Pack’ subscription for the coming year, as this is the only way to licence your usage again.
This new purchase would also have the added bonus of providing you with updated material, as many of our publications have changed substantially over the years, with new and improved resources being added year on year.
Apologies, but the answer is always no. Due to many complex issues, we cannot accommodate any such requests at this moment in time. Basically, your only choice is to purchase the whole publication or nothing.
Due to changes in EU VAT rules, we are currently only allowed to sell within the EU to business customers (including schools) who possess their own valid VAT number, which is also registered for cross-border transactional use (if your VAT number is for ‘domestic use only’ then sadly the sale cannot be allowed).
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When placing an order, you will be asked to input your VAT number at checkout, which will be auto-verified. If verification fails, the transaction will be rejected. If verification is successful, you can continue your purchase, with the VAT element removed from the transaction. Your VAT number will be automatically added to your receipt, for your own accounting purposes. Your order will then temporarily be placed ‘On Hold’, while we manually check that the billing/shipping address matches the VAT registered address. We aim to release your order from the ‘On Hold’ status within a few minutes, but at very busy times of the day, or during unsociable hours, it may take a several hours. Thank you for your patience.
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We appreciate that personal consumers will not have their own EU VAT number. However, as the majority of our customers are purchasing items to be used in a school, or church, or childcare setting, we’re hopeful that many of those organisations will already possess their own VAT number, allowing the order to be placed through the organisation.
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It’s also worth pointing out that since implementing this change several months ago we have been surprised by the amount of teachers (and a few principals) who have initially claimed that their school definitely does not have a VAT number, only to find out that actually they do! The best people to approach are often the treasurer or chairperson of your school’s ‘Board of Management’.
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For further details, more FAQs, and a legal workaround, please see this article from our Blog site: EU VAT Blog
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MAIN PRODUCT OPTIONS
When you choose the ‘Digital Publication’ option, you get:
- DIGITAL PUBLICATION: Instant* online access to everything you need. Compatible with any device and regularly updated. The exact content of each digital publication varies from title to title, but generally you receive vocal & backing tracks, editable scripts, ideas, notes, suggestions, PowerPoints, songsheet, sheet music and more. All available online in the ‘My Account’ section of this website, the moment* checkout is complete.
- LICENCE: A combined annual licence is included, comprising of an annual performance licence, annual basic user licence and annual basic recording licence. Click here for further licensing information.
SUBSCRIPTION: This is a simple ‘annual subscription’ purchase. You receive access to your digital publication and licensing rights for one year from the date of purchase. There is no auto-renewal. If you wish to continue using your resources after the first year, then you will need to purchase again at that time.
TO CLARIFY: This ‘Digital Publication’ is online only. There are no physical items shipped to you in any way. There are no downloads sent to you either. You can access your entire digital publication and download anything you require from the ‘My Account’ section on our Learn2soar website, using any device. Just login using the username and password you created during the checkout process and then click the big green button that says, ‘Click To Open’, and you’re good to go!
* INSTANT ACCESS CLAIM: Under normal circumstances, you will have access to your ‘Digital Publication’ the second you successfully complete checkout. However, if something about your order has triggered a security alert, then your order will temporarily be placed ‘On Hold’ while extra checks are carried out. These checks are usually completed in a matter of minutes. However, during busy periods, or unsociable hours, security checks could take longer. Once the checks have passed successfully your order will be switched to ‘Completed’ or ‘Processing’, and you will be able to access your ‘Digital Publication’. If security checks are not passed, your order status will be switched to ‘Cancelled’ and any money paid will be refunded.
PLEASE NOTE: The ‘Complete Pack’ is currently only available to UK customers.
When you choose the ‘Complete Pack’ you receive:
- AUDIO CD: A single copy of the official audio CD shipped to you asap.
- DIGITAL PUBLICATION: Instant* online access to the full ‘Digital Publication’. Compatible with any device and regularly updated. The exact content of each digital publication varies from title to title, but generally you receive vocal & backing tracks, editable scripts, ideas, notes, suggestions, PowerPoints, songsheet, sheet music and more. All available online in the ‘My Account’ section of this website, the moment* checkout is complete.
- LICENCE: A combined annual licence is included, comprising of an annual performance licence, annual basic user licence and annual basic recording licence. Click here for further licensing information.
SUBSCRIPTION: This is a simple ‘annual subscription’ purchase. You receive access to your digital publication and licensing rights for one year from the date of purchase. There is no auto-renewal. If you wish to continue using your resources after the first year, then you will need to purchase again at that time.
TO CLARIFY: The ‘Complete Pack’ is mainly an online digital publication. The only physical item shipped to you is a single audio CD. There are no printed materials, books or CD ROMs, of any description. Everything you need is available online immediately* after purchase. There are no downloads sent to you either. You can access your entire digital publication and download anything you require from the ‘My Account’ section on our Learn2soar website using any device. Just login using the username and password you created during the checkout process and then click the big green button that says, ‘Click To Open’, and you’re good to go!
* INSTANT ACCESS CLAIM: Under normal circumstances, you will have access to your ‘Digital Publication’ the second you successfully complete checkout. However, if something about your order has triggered a security alert, then your order will temporarily be placed ‘On Hold’ while extra checks are carried out. These checks are usually completed in a matter of minutes. However, during busy periods, or unsociable hours, security checks could take longer. Once the checks have passed successfully your order will be switched to ‘Completed’ or ‘Processing’, and you will be able to access your ‘Digital Publication’. If security checks are not passed, your order status will be switched to ‘Cancelled’ and any money paid will be refunded.
The only difference is that the ‘Complete Pack’ also includes a single physical audio CD, usually dispatched within 24 hours.
PLEASE NOTE: The ‘Complete Pack’ is currently only available to UK customers.
TO CLARIFY: The ‘Digital Publication’ option is an online / digital only option, with no physical elements at all. The ‘Complete Pack’ still gives full access to the full ‘Digital Publication’, but you also get a single audio CD through the post.
WHICH TO CHOOSE: Unless there is a compelling reason why you still need to use a CD, instead of the online digital music which can be streamed or downloaded on any device, then we suggest you save your money and stick to the lower-priced ‘Digital Publication’, which is also better for the environment.
PLEASE NOTE: The ‘Rehearsal Pack’ is currently only available to UK customers.
Select this option to receive a simple pack of 4 basic ‘no-frills’ CDs. Each disk contains vocal and backing tracks only. Usually dispatched within 24 hours. Only available to customers who have also ordered the ‘Digital Publication’ or ‘Complete Pack’.
Please note:
- ‘Rehearsal Packs’ can ONLY be ordered by customers who have also ordered the ‘Digital Publication’ or ‘Complete Pack’ within the same annual subscription period. With regards to any attempted order for a ‘Rehearsal Pack’ where the customer account in question does not have any active subscription to the corresponding ‘Digital Publication’, or ‘Complete Pack’, that order will be cancelled.
- Purchasing a ‘Rehearsal Pack’ does not give you access to the scripts etc included in the ‘Digital Publication’ or ‘Complete Pack’.
- You are not allowed to use the contents of a ‘Rehearsal Pack’ to help you stage any type of performance, unless you have an active subscription through the corresponding ‘Digital Publication’ or ‘Complete Pack’, both now, and in any future year.
GENERAL QUESTIONS ABOUT OUR PUBLICATIONS
Sorry, but no.
For nearly twenty years all our publications were published via the format of ‘Enhanced Multipurpose CDs’, which is both an AUDIO CD and a CD ROM rolled into one. We were the first company in the world to publish children’s musicals in this way, but sadly we have had to move on, with enhanced multipurpose CDs now no longer available.
Why? The simple reason is due to the fact that these disks rely on the customer having access to a computer with a built in CD/DVD drive. But most computer manufacturers are actively phasing these devices out. We didn’t want to be caught in a situation in a few years time where our publications couldn’t be accessed by most of our customers, therefore we’ve had to switch to an online streaming site instead, with audio only CDs available as an optional extra.
Yes, and no.
Our old website allowed customers to purchase a single ‘instant download’ ZIP file which contained every file from the current ‘Digital Publication’. However, we have had to move away from the ZIP file format, as they were incompatible with mobile devices and tablets, as well as being blocked by some firewalls.
Therefore, we have now moved to a streaming site, where all content from the ‘Digital Publication’ can be easily accessed immediately after purchase, compatible with any device.
Yes, we do include printable sheet music, available to access as part of each ‘Digital Publication’ or ‘Complete Pack’. Please note that we do not sell separate printed sheet music books, or individual sheet music copies of single songs. Sheet music is only available in a digital format, and only as part of the entire ‘Digital Publication’ or ‘Complete Pack’.
No. We don’t sell physical books and never have done, but our publications do contain digital E-books. Therefore, everything you could possibly need is contained within the digital publication, found in the ‘My Account’ area of this website, instantly available following your purchase, containing scripts, sheet music, ideas and songsheets, all provided in electronic format.
All our publications have been published digitally in one way or another, since we first started 20 years ago. Of course we still love physical books, but have found this digital-only approach to not just be more environmentally friendly, but to also offer a huge amount of benefits, including getting far more for your money, and receiving fully editable scripts, available immediately after purchase.
Yes. All our publications contain the songs sung by children AND all the backing tracks to sing along to karaoke style.
All the vocal and backing tracks can be found in the digital publication located in the ‘My Account’ area of this website, immediately after order completion.
Vocal and backing tracks are also included on all Audio CDs and Rehearsal Pack CDs.
The majority of our products feature songs sung by age appropriate children. This simply means that if for example, one of our publications is intended to be used by children between the ages of 5-7, then we aim to only use 5-7 year old children on the recordings. We do this for two reasons:
1) As an extra guarantee to you, so you know that the songs won’t be too hard or in the wrong key. How many times have you heard school music CDs sung by adults or professional choirs of older children? Often these CDs are sung in keys/tempos that suit the older children/adults – but won’t suit your pupils! We try to use real school children of the correct age to sing on our publications.Â
2) We’ve discovered that it actually seems to help younger children to learn the songs more quickly – as they listen to someone the same age of them singing the songs to them.
All our CDs are protected by copyright. We allow the purchaser to make one copy only of any full priced audio CD, purely for back up purposes. You may not make copies of ‘Rehearsal Pack’ CDs.
None of our publications (or any part of any of our songs / plays – however small) may be broadcast in any way, shape or form without our express permission. Therefore, for a broadcast to go ahead, the performing school / establishment only needs to make sure that they have an up to date subscription to the relevant publication. However the broadcaster needs to obtain special permission from Learn2soar Limited (which may or may not be given depending on the nature of the broadcast). If permission is granted then the broadcaster will have to pay royalties to Learn2soar Limited, based on current ‘licence fees for commercial music’ rates.
No, we’re sorry, but this is completely out of the question due to the huge amount of time involved.
The only time we will ever change a video is if there is an error with it. For example, a typo.
(Please note that changing language from UK English to USA English, does not count as a typo).
Yes, where available within relevant digital publications.
EU & OVERSEAS CUSTOMERS
Due to changes in EU VAT rules, we are currently only allowed to sell within the EU to business customers (including schools) who possess their own valid VAT number, which is also registered for cross-border transactional use (if your VAT number is for ‘domestic use only’ then sadly the sale cannot be allowed).
When placing an order, you will be asked to input your VAT number at checkout, which will be auto-verified. If verification fails, the transaction will be rejected. If verification is successful, you can continue your purchase, with the VAT element removed from the transaction. Your VAT number will be automatically added to your receipt, for your own accounting purposes. Your order will then temporarily be placed ‘On Hold’, while we manually check that the billing/shipping address match the VAT registered address. We aim to release your order from the ‘On Hold’ status within a few minutes, but at very busy times of the day, or during unsociable hours, it may take a few hours. Thank you for your patience.
We appreciate that personal consumers will not have their own EU VAT number. However, as the majority of our customers are purchasing items to be used in a school, or church, or childcare setting, we’re hopeful that many of those organisations will already possess their own VAT number, allowing the order to be placed through the organisation.
It’s also worth pointing out that since implementing this change several months ago we have been surprised by the amount of teachers (and a few principals) who have initially claimed that their school definitely does not have a VAT number, only to find out that actually they do! The best people to approach are often the treasurer or chairperson of your school’s ‘Board of Management’.
For further details, more FAQs, and a possible legal workaround, please see this article from our Blog site: EU VAT Blog
SALES / TERMS QUESTIONS
COMPLETE PACK / DIGITAL PUBLICATION: Digital publications can be accessed instantly on this website following order completion, in the ‘My Account’ area.
For physical goods sent in the post. Please visit the following page: Delivery Schedule
PHYSICAL CDs: We are unable to accept returned physical CDs. The only exception is the statutory 14 day ‘right to cancel’ for unused / unopened goods applicable to non-business customers. I.e. If you are a personal customer and you wish to return a CD you have purchased within 14 days you may do so ONLY if it has NOT been opened and remains sealed. You then need to contact us to inform us of your intention to return the CD/s. You must then return the order at your own expense using recorded delivery or similar means. A refund will be processed once we have verified that the returned CD/s have not been used or damaged in any way.
ONLINE DIGITAL PUBLICATIONS: Regarding online digital publications, non-business customers have 14 days to cancel their order provided the online digital publication has not been accessed in any way. To clarify, our ordering system records every time a digital publication link is clicked on. Every such click will be regarded as a complete download. Therefore, once any digital publication link has been clicked on, the right to cancel is lost. If when clicking a digital publication link, the customer is unable to gain full access to the complete publication, don’t worry, free technical support is available. We guarantee that you will receive everything you have paid for, one way or another.
Once you have accessed any part of the purchased publication, it becomes non-returnable / non-refundable due to copyright law. Therefore, you are strongly advised to check the suitability before purchase: Song samples from every track can be heard on each product page and detailed script samples, cast lists and production notes can also be viewed on every product page (see the tab-section at the foot of each product page). If you then have any further concerns or questions about the publication you are interested in, simply contact us before you buy, and we’ll provide you with all the information you need.
We do not distribute publications on approval, or provide inspection copies, or low-priced ‘perusal scripts’, or any type of ‘try before you buy’ services, in any way.
SONG SAMPLES: You can listen to samples from every song on each product’s webpage.
SCRIPT SAMPLES: Script samples for all publications are available on the relevant product page (found in the tabbed section at the foot of each product page).
Please remember that full information about each title is given on our website and we’ll also gladly provide you with any further specific details that you require in order to help you make an informed decision before you order.
We now ask all customers to order via our website. This is so you can create your own account and your own security credentials which are then used for accessing your publication.
If your payment attempt fails a few times over, then we will happily take your card payment by phone. Please contact us.
UK SCHOOL ACCOUNTS - UK SCHOOL INVOICING
Yes, but ONLY from UK based schools, using a recognised UK school address in both the billing and shipping fields. (The only exception to this is where a financial department address is used in the billing section).
You can place your order directly through this website. On the final page of checkout just select the ‘invoice’ option. Your invoice can be printed on the next screen. You have 30 days to pay, but your digital publication is still available the moment you complete checkout.
To place the invoice order on behalf of your school, you must have the authority and permission to do so. Your IP address and contact details will be logged and payment will always be required in full for any invoice order made. Failure to pay within 30 days will result in various fines / interest charges being added to the total amount you have to pay.
The term ‘UK based school’ does not include privately owned preschools / daycare / nurseries / playgroups / churches / charities / home addresses. Instead, these types of customers should purchase using a credit / debit card. Just because you may see the invoice option at the end of the checkout process, that doesn’t mean that you are allowed to use it, unless you have special circumstances, and ask for permission from us beforehand.
There is no need to set up an account with us before you order, and there is no need for any credit checks. As long as you are using a recognised school address in both the billing and shipping fields, and as long as you have the authority and permission to place an order on behalf of your school, you can proceed by placing an order through our website. On the final checkout page just select the ‘invoice’ option.
We do not require purchase orders and we only accept orders placed by the customer themselves via this website – even for school invoice orders.
Nevertheless, we recognise that some schools have strict rules that ‘Purchase Order’ documents have to be sent to the supplier before an order is placed. If this applies to you, then please email your purchase order to orders@learn2soar.co.uk. However, even here, we still require you to place the order yourself directly through our website. This is so that you can create your own security / login details, which your school can then use for accessing your newly purchased resources. There is no need to set up an account with us in advance or go through any credit checks. Just add the items you want to your basket and then proceed through the normal checkout process, where there are three screens:
1. On the first you will add your school’s contact details and set up your school’s username and password.
2. On the second screen there is a box for comments – Please type your purchase order number into this box.
3. Then on the third screen select the invoice option and tick the box to say that you agree to our terms and conditions. And you’re done.
On the following ‘Thank You’ screen is a link to your online digital publication (if you ordered one), as well as another link to your downloadable invoice. Both these links will also be emailed to you.
Yes, if that is absolutely required by your school’s financial regulations, then we will be happy to oblige. Please send your form to orders@learn2soar.co.uk.
Please note however, that regardless of any form we complete for you, or any subsequent purchase order you may be required to send to us, we still only accept orders placed by the customer themselves via this website – even for official school invoice orders. This is so that you can create your own security / login details, which your school can then use for accessing your newly purchased resources. There is no need to set up an account with us in advance or go through any credit checks. Just add the items you want to your basket and then proceed through the normal checkout process, where there are three screens:
1. On the first you will add your school’s contact details and set up your school’s username and password.
2. On the second screen there is a box for comments – Please type your purchase order number into this box.
3. Then on the third screen select the invoice option and tick the box to say that you agree to our terms and conditions. And you’re done.
On the following ‘Thank You’ screen is a link to your online digital publication (if you ordered one), as well as another link to your downloadable invoice. Both these links will also be emailed to you.
Our sort code and account number are printed on the foot of every invoice.
If this does not suffice, don’t worry, we already have a standard document prepared which contains all the details you could possibly require, on letter headed paper. You may request this before, or after placing your order. Just email us at orders@learn2soar.co.uk and ask for our BACS details.
Please send your remittance advice to orders@learn2soar.co.uk. Please include the billing/shipping postcode that was used on the order.
If you wish to pay your invoice by card, please email us at orders@learn2soar.co.uk, with your contact details, invoice number and invoice amount. We will then send you a special payment link to allow you to pay by card online.
You can access receipts / invoices in the ‘My account’ area. Just head there now and click in the ‘Orders’ section. Then look for the green invoice / receipt buttons on the right-hand side of each order.
How to access the ‘My Account’ area? Click ‘Customer Login’ at the top of this page and enter your login details to be taken directly to the ‘My Account’ area.
If you are already logged-in then instead of ‘Customer Login’ above, you will see the words ‘My Account’ – click the link, then click the tab which says ‘Orders’.
If you still can’t find what you’re looking for, then please contact us.
EXISTING ORDERS - RECENTLY PLACED
Digital Publications: No problem. If you’ve accidentally added two of the same ‘Digital Publication’ to your basket and paid double what you needed to, just contact us as soon as possible and we’ll refund you and correct the order.
CDs: As long as no CDs have been dispatched yet, we can sort this quickly and easily. We will refund as required and amend the order. The only thing that could cause an issue is when the CDs have already been dispatched. As long as they are immediately returned unopened then we will refund as soon as the CDs make their way back to us (sent at your own expense). If you have already unsealed the disk/s then sorry, they can no longer be refunded.
We can only help here if you haven’t yet accessed the publication concerned. To clarify, our system records any time your publication is accessed and what links are clicked on. The moment you access your digital publication at all, the right to a refund is lost.
If you haven’t opened your digital publication, please let us know straight away and we’ll refund you, so that you can place a new order for the correct item.
The moment your order is placed, you should receive several emails from us automatically. For example, account details, order confirmation, invoice/receipt. In addition, if your order contains physical items, then you will receive emails to confirm dispatch, and where the order is from an overseas customer, you will receive an email with order tracking details.
Therefore, please carefully double-check your spam or junk folder, and where possible, any email filters you have at a server level. If having checked, you still can’t find any emails from us, then it’s possible that you mistyped your email address when you placed your order. Please contact us for clarification of the precise email address that was given.
Click ‘Customer Login’ at the top of this page and enter your login details to be taken directly to the ‘My Account’ area.
If you are already logged-in then instead of ‘Customer Login’ above, you will see the words ‘My Account’ – click the link – that’s where your publication is!
Once you’re in the ‘My Account’ area, look for a big green button that reads:
‘CLICK TO OPEN’.
You can access old receipts / invoices in the ‘My account’ area. Just head there now and click in the ‘Orders’ section. Then look for the green invoice / receipt buttons on the right-hand side of each order.
How to access the ‘My Account’ area? Click ‘Customer Login’ at the top of this page and enter your login details to be taken directly to the ‘My Account’ area.
If you are already logged-in then instead of ‘Customer Login’ above, you will see the words ‘My Account’ – click the link, then click the tab which says ‘Orders’.
Firstly, be aware that due to ongoing industrial action by Royal Mail workers there may be delays in any package being delivered.
Secondly, please check the orders section in your ‘My Account’ area. (See above section for access instructions). Please scroll down this section to see if there are any messages about your order. Also, please double-check your emails, including any spam/junk mail folders to check for any messages about your order.
When to contact us:
UK Customers: If the above information has not helped, and more than 5 non-strike workdays have passed since you placed your order, please contact us. Currently there are expected to be 2-3 days of industrial action by Royal Mail workers every week between now and Christmas 2022.
Worldwide Customers: You will have been sent tracking information by email. This tracking information is also available in the ‘Orders’ section of the ‘My Account’ area. If the tracking information is inconclusive, please contact us.
All CDs undergo a strict verification process before dispatch to ensure that they are in immaculate condition, and in perfect working order. If you subsequently have issues with your disk, then please follow this process:
- Please try cleaning the CD with a clean, dry, lint-free cloth.
- Please try the CD in several CD players to ensure you do not have a faulty CD player.
If the above does not help resolve the issue, then how we proceed depends on when you purchased your disk:
Less than 12 months since purchase: We will not replace disks free of charge where they have been damaged through standard wear and tear. But if you believe that there is a manufacturing defect with your disk, then please Contact us and we will send a replacement free of charge. We will also include a stamped addressed envelope for you to send the faulty CD back to us. However, please note that if the returned CD is scratched or marked, or if no attempt is made to return the faulty CD to us, then we reserve the right to invoice you for the cost of the replacement CD, as this is clearly not a manufacturing defect. Therefore, if you know in advance that your CD is damaged through wear and tear, then you may wish to buy a ‘Rehearsal Pack’ (pack of 4 low-priced CDs) instead of contacting us.
Alternatively, you could consider using the Streaming / Downloadable audio MP3s in the online digital publication. If you have a computer with a CD drive, you could even download the MP3s and use a blank CD to burn your own audio CD. For instructions, please consult the manufacturer of your computer or your IT department.
More than 12 months since purchase: We will not replace any CD sold more than 12 months ago or provide you with free access to any content from the publication concerned. You will have to order a new ‘Complete Pack’.
If you have ordered the ‘Complete Pack’, then the only item shipped to you is a single audio CD. We do not supply books, or a CD ROM, or printed materials of any description. The scripts and everything else you require can be found online in the ‘Digital Publication’ contained in the ‘My Account’ area of this website.
OLD ORDERS: Questions about orders placed in previous years
With regards to any lost, damaged or missing CD or Download purchased in previous years: Sorry, we do not offer any type of replacement, (free, or paid) for old CDs, or downloads under any circumstance. Similarly, we will not provide missing individual elements like scripts, sheet music or song / music tracks.
Your only option is to make a brand new purchase of the ‘Digital Publication’, or ‘Complete Pack’.
The only time we may offer any kind of limited assistance in this regard is where the order concerned was placed within the last 12 months.
It’s also worth noting that even if you did still possess your original CD or Download with all material intact, you would still be expected to licence your usage again for the coming year, by paying for a new annual subscription. Therefore, as we no longer sell stand-alone performance licences, you would still be expected to purchase a new ‘Digital Publication’ or ‘Complete Pack’ subscription for the coming year, as this is the only way to licence your usage again.
This new purchase would also have the added bonus of providing you with updated material, as many of our publications have changed substantially over the years, with new and improved resources being added year on year.
RETURN TO FAQ MENU
We do not offer free replacements for lost resources under any circumstance. You will have to make a new purchase of the full priced ‘Digital Publication’, or ‘Complete Pack’. The only time we may offer any kind of limited assistance in this regard is where the order concerned was placed within the last 12 months. If you require further clarification or advice, please contact us, or see the further FAQs below.
It’s also worth noting that even if you did still possess all the resources, you would still be expected to licence your usage again for the coming year, by paying for a new annual subscription. Therefore, you would still be expected to purchase a new ‘Digital Publication’ or ‘Complete Pack’ for the coming year, as this is the only way to licence your usage again.
This new purchase would also have the added bonus of providing you with updated scripts and resources, as many of our publications have changed over the years, with new and improved resources being added year on year.
Our old download products from our old website gave you a link to a zip file containing all the resources. However, that zip file link was only ever active for three months and for up to 20 download attempts. We apologise if you missed that information on our website at the time of ordering.
Regardless, we no longer use the same product structure or licensing structure. We have been forced to move with the times and have made substantial changes. Firstly, we no longer use zip files, which were incompatible with most modern devices, and were routinely blocked by a number of service providers. Instead, we have moved to an online digital publication service, accessible on any device and available immediately after purchase. Access it as many times as you want for a whole 12 months. And secondly, our performance licences are now also included in with the purchase of your ‘Digital Publication’. The performance licence element can no longer be bought separately, and it is also combined with your annual user licence and annual basic recording licence.
Therefore, in summary, if you wish to use the same publication again, then you will have to buy a new annual subscription by purchasing the ‘Digital Publication’ or ‘Complete Pack’.
You simply make a new purchase of the ‘Digital Publication’ (or ‘Complete Pack’ where available) of the publication you’re interested in!
To clarify, we do not provide the option for customers to renew a performance licence on its own. The only option available is to purchase a new annual subscription, via the ‘Digital Publication’ (or ‘Complete Pack’ where available) of the publication you’re interested in. Please note that our ‘annual subscriptions’ have no automatic-renewal of any type. You just make a new purchase as and when required.
This is the only way to ensure you are fully licensed for the coming 12 months, in order to make full use of that particular publication again. An annual subscription to the ‘Digital Publication’ (or ‘Complete Pack’ where available) includes a full annual performance licence, a basic user licence and a bonus basic recording licence. It also provides access to all the resources again, including any that may have been updated since your last purchase. And just about all of our publications have recently been updated in one way or another, so purchasing a new subscription will give you instant access on any device, to all those shiny new or improved resources!
For further information, please see our licensing page.
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For around ten years we ran a temporary promotion allowing some customers to purchase a ‘Lifetime Performance Licence’. Although that promotion ended at the end of 2018, we will honour the terms of any licence that was issued during that period, allowing you to perform that one particular musical at any time in the future without limit.
Please note however, that ‘Lifetime Performance Licences’ only ever covered performances. At no point did these licences ever allow any user to have ongoing unlimited access to replacement scripts, extra CDs, replacement downloads or other associated resources. In a nutshell, as long as you still have the original material that you purchased along with your Lifetime Licence, then you are still free to use those materials under the terms of your Lifetime Licence and perform as many times as you want. However, if you no longer possess the resources that you originally purchased, or if you would like to have access to any new resources that are now available (e.g., new lyric videos, new scripts), then you will have to make a brand-new purchase. You have two options, the ‘Digital Publication’ or the ‘Complete Pack’.
For further details, please see our ‘Licence Information’ page.
TROUBLESHOOTING
If your email address isn’t being recognised in the username field, this is often caused by a formatting error, for example using a lower-case letter instead of an upper-case letter or missing a hyphen, etc.
Regardless of this, you can also login with your username, which is often different to your email address. If you are unsure what your username is, it was sent to you by email when you first registered an account on our website. It is usually your first name, followed by your surname with a dot in the middle. For example:
mickey.mouse
Once you have tried this, if you are still unable to login and have tried resetting your password with no success, then please check your spam or junk folder in case any login messages from us have gone there by mistake. If this still fails, then please contact us.
Please check your spam or junk folder in case any password reset messages from us have gone there by mistake. If this still fails, then please contact us.
You need to speak to the person in your school who was responsible for making the purchase. That person will have had to setup an account in order to place the order. They will have created a password at that time. Their username and password can now be used for accessing your digital publication.
If you are still having difficulties, then please contact us.
Account area blank? I've logged in to view my order / digital publication but there's nothing there?
This may be due to a few different issues:
1. Wrong Account: You may have more than one account registered with us, and you’ve accessed the wrong account. This is very common with customers who’ve been with us for a long time, they might have placed several orders over the years with different emails. Please try different email addresses if you think this might apply to you. If you still have issues, please contact us.
2. Subscription Expired: If you can see the order details, but no content is available then it could be that your annual licensing (subscription) has expired. To clarify, access to your purchased resources expires exactly one year after the order was placed. Therefore, if more than a year has passed since you placed your order, and you still wish to use the exact same publication again, then you will have to make a new purchase of the ‘Digital Publication’ (or ‘Complete Pack’ where available). Please note that there is never any ‘auto-renewal’ of any expired subscriptions on our website. You just renew manually as and when required, by making a brand new purchase of the title you want.
RETURN TO FAQ MENU
Sheet music, scripts, song sheets, etc, along with everything else you could possibly need, are all contained within the ‘Digital Publication’ (or ‘Complete Pack’). This is located in the ‘My Account’ area of this website, compatible with any device. You can then easily print off whatever you need.
We do not sell separate books containing sheet music, scripts, etc…
All CDs undergo a strict verification process before dispatch to ensure that they are in immaculate condition, and in perfect working order. If you subsequently have issues with your disk, then please follow this process:
- Please try cleaning the CD with a clean, dry, lint-free cloth.
- Please try the CD in several CD players to ensure you do not have a faulty CD player.
If the above does not help resolve the issue, then how we proceed depends on when you purchased your disk:
Less than 12 months since purchase: We will not replace disks free of charge where they have been damaged through standard wear and tear. But if you believe that there is a manufacturing defect with your disk, then please Contact us and we will send a replacement free of charge. We will also include a stamped addressed envelope for you to send the faulty CD back to us. However, please note that if the returned CD is scratched or marked, or if no attempt is made to return the faulty CD to us, then we reserve the right to invoice you for the cost of the replacement CD, as this is clearly not a manufacturing defect. Therefore, if you know in advance that your CD is damaged through wear and tear, then you may wish to buy a ‘Rehearsal Pack’ (pack of 4 low-priced CDs) instead of contacting us.
Alternatively, you could consider using the Streaming / Downloadable audio MP3s in the online digital publication. If you have a computer with a CD drive, you could even download the MP3s and use a blank CD to burn your own audio CD. For instructions, please consult the manufacturer of your computer or your IT department.
More than 12 months since purchase: We will not replace any CD sold more than 12 months ago or provide you with free access to any content from the publication concerned. You will have to order a new ‘Complete Pack’.
