Do you offer refunds on classes and coaching?

Refunds can be granted if the student cancels the class at least 48 hours prior to the first class’s start time. Refunds will not be granted after that time.

Return policy for merchandise?

Please reach out to us on our contact page to start a return within 30 days of receiving the product. The product must be unused and in the condition that you received it in. Once we receive your product, we will issue you a refund. Please allow a few days for the banks to process the transaction. We cannot refund you the original shipping cost of $6.99.

We do not allow exchanges at this time.

Can I join a class/course after it has begun?

Unfortunately, we do not allow students to join classes after they have begun. Every class/course has five (5) classes a month, except for the day classes. Once the first class of the month has started, students cannot join and will need to sign up for another class/course.

What if I’m sick?

Please do not come to in-person classes if you are sick. Make sure to reach out to us on our contact page as soon as you think you won’t be able to make it to class. If the 48-hour-window has passed, we will try to give you virtual access to the class if it was in-person or reschedule you for another class. If possible, we might be able to host a make up class for you. You will have to reach out to us before the class’s start time. Do not worry if you don’t hear from us in time. We’ll still try to arrange something for you.

Can I reschedule/switch classes?

You can do this at least four (4) days before the first class in the course. However, you can only do this once. Please reach out to us on the contact page.

When will I receive the link/web address to the online classroom?

We’ll send an email with the link between 12 and 24 hours prior to the start of the first class. This link will be used for all of the classes in the course unless otherwise noted.

I want to use the “in production project” acting coaching on my new film, but I overestimated how long (days or months) I would need an acting coach. Am I obligated to pay the previously agreed balance?

It depends on what’s in the contract that we signed with you or your company/project. Since projects change all of the time, our default payment requirements are designed to work with the fluidity of your project’s needs. We require a non-refundable deposit before we begin to work, we bill by the day (6 hours is considered a day), there is a minimum amount of days per month if this is a multi-month project (or minimum amount of days), and we bill by the month. Unless the contract states otherwise, as long as the minimum days has been paid without any other outstanding balances, we can negotiate and come to an agreement on the rest (ending our role on the project early).

In production project acting coaching: who pays for the acting coaches travel and accommodations?

Currently, Neptune Roses is based in Jacksonville, FL. Projects near this location are not billed for this unless otherwise noted. The company/project is responsible for paying for the travel (flights, car services, etc.) and accommodations (housing, security if needed, etc.) for the acting coach in addition to the acting coach fees. Travel and accommodations have to have a similar or greater quality to Delta Airlines and Hyatt or Marriott hotels. Companies/projects have the option to book everything themselves or pay the money to us and we’ll book everything on the company’s behalf. Everything must be arranged, booked, and paid for prior to our arrival. If companies/projects are paying, they must forward any receipts, tickets, etc. to us as soon as they can to make our journey as seamless as possible.

In production project acting coaching: how does “billed by the day” work?

We bill by the amount of days worked and not by the amount of hours worked. Six (6) hours is considered a full day for us. We still bill for a full day even if we worked less than 6 hours that day. This includes a 20 lunch break. 6 hours total, not 6 hours and 20 minutes. We begin to bill by the hour (after hours rate) if we are not relieved of our duties for the day once the 6 hours has passed. Companies/projects can negotiate the after hours rate. Regardless, under no circumstances are our acting coaches to work more than 10 hours a day.

How are Private Day Classes scheduled, paid, and cancelled?

After submitting the Private Group Day Class form, we will email you to set a date and time for your private class. We’ll then send you an invoice. The invoice must be paid within 15 calendar days of the invoice date. Or at least 48 hours prior to your class start time if your class begins in less than 15 days of your invoice date. If your class starts in less than 15 days of the invoice date, you will need to pay a non-refundable deposit of $200.

If you wish to cancel, please reach out on our contact page at least 48 hours prior to your class start time to get a full refund minus the deposit.