Masterclass Policies

  1.  REGISTRATION

1.1 General Registration
Registration closes 24 hours before the class (local time, GMT+7). A request is provisional until full payment is received and a confirmation email is sent. Spaces are allocated on a first-come, first-served basis. Unpaid requests are auto-cancelled at the deadline.

1.2 Confirmation
A confirmation receipt is issued after your request. Payment is due within 24 hours of invoice issuance. Accepted methods: bank transfer, domestic/international cards, official Masterclass gift invitations, or in-store cash. Seats are not held without payment + confirmation. 

1.3 Fees
The total cost (VAT included) covers both the workshop and materials fees.  

1.4 Discount
Membership or loyalty discounts are not applicable to Masterclass fees. 
Registrations with multiple participants (pax) or those that include multiple classes will receive a discount. 

 

  1. AGE AND PARTICIPATION REQUIREMENTS 

2.1 Minimum Age
Participants must be at least 8 years old. Children aged 8 to 12 must be accompanied by a registered adult. Both the child and adult must pay full fees. Observation-only guardianship is not allowed. 

2.2 Attendance Policy
Full participation is required to maintain the integrity of the class experience. No walk-ins are allowed, and pre-registration is mandatory to ensure adequate preparation by our instructors. 

2.3 Language of Instruction
Classes are delivered in English. Vietnamese support is available on request and must be requested at booking and confirmed by us before the class. 

2.4 Class Conduct
Participants must arrive on time and attend the class. We emphasize adherence to the instructions provided by our Chef for everyone's benefit and safety. Late arrivals of up to 30 minutes can still participate in the class; However, they must acknowledge that the class will continue without waiting for them. Disruptive behavior may result in removal from the class without refund. 

 

  1. CLASS 

3.1 Type of classes 

  • Private class: available upon request. Interested participants should contact us at least 7 days prior to the expected date to discuss preferred time & date, topic, and group size. Please note that additional lead time may be required during peak seasons. 

  • Public class: Public classes are pre-scheduled classes with a fixed time & date. The detailed class schedule is published on our website.  

3.2 What Your Tuition Includes
Tuition fees cover instruction, ingredients, final products, and packaging. Each participant will also receive a complimentary drink and a meal appropriate to the class timing (breakfast for morning sessions or a tea break for afternoon sessions). 

3.3 Ingredients, Tools, and Materials
- All ingredients, tools, and materials are provided. 
- Participants do not have to bring extras.
- Recipes are in English; Vietnamese version available on request.
- Allergen requests must be submitted at booking. Same-day adjustments may be unavailable. 

3.4 Locations
Classes currently run in Vietnam. Venue shown at booking.
The exact address appears on the class page and in your confirmation email.

3.5 Accessibility
Our venues currently involve stairs and may be unsuitable for some mobility needs. Contact us before booking to discuss feasible accommodations. 

 

  1. WAITLIST PROCEDURE 

4.1 Joining the Waitlist
In the event a class is fully booked, interested individuals can request to be placed on a waitlist by contacting us directly through phone, email, or in person. We give priority to individuals on the waitlist according to the order of their registration if a spot opens. 

4.2 Notification Protocol
4.2.1 When an opening arises due to a cancellation, we contact the first person on the waitlist and proceed down the list in the order of registration.
4.2.2 Please be aware that we will only reach out to individuals on the waitlist if there is a cancellation.
4.2.3 If contacted for an open spot, you must confirm within 4 hours; otherwise, the spot will be offered to the next person on the waitlist. 
4.2.4 For cancellations that happen close to the class date, requiring immediate filling of the spot, we will alert all waitlisted individuals at once, providing everyone an equal chance to claim the open spot.
4.2.5 Last-minute additions may have limitations (e.g., no allergen adjustments possible). 

4.3 Scheduling Additional Classes
When the waitlist grows to include six (6) or more individuals, we will consider the possibility of adding an extra class on the same or following day, depending on available resources and availability. We will inform everyone on the waitlist about this new class opportunity. 

  1. PAYMENT, CANCELLATION AND REFUND POLICIES 

5.1 Payment and Deposits
We require full payment at the time of registration to secure your spot in our Masterclass. No deposits are accepted. For those uncertain about their availability for classes scheduled far in advance, we recommend familiarizing yourself with our refund policy, which offers flexible credit options. 
Accepted methods: bank transfer, domestic/international cards, official Masterclass gift invitations, or in-store cash.  

5.2 Masterclass Gift Invitations
 
5.2.1. Type Of Invitation 
Masterclass invitation serves as an advance payment for a class and must be redeemed by the recipient by contacting us to register for a class.  
Masterclass invitations are offered in two forms: 
i. Hard-copy invitation: Indicate at the time of purchase whether you wish to pick up the invitation in-store or have it delivered (delivery charges apply*). 
ii. E-invitation: Upon purchase, the E-invitation is emailed to you. You can either print the invitation or forward it via email to the recipient.  

*Delivery fee: The delivery fee varies based on the delivery address and is calculated according to the service provider’s schedule. Customers are responsible for paying the delivery fee as determined by the Shipping company. 
5.2.2.  Payment   
Masterclass invitations can be purchased online or in stores. Accepted payment methods include bank transfers, domestic and international cards, or cash payments at our stores.
5.2.3. Information requirement 
We collect essential personal information of the sender and the recipient to complete the invitation purchase. This may include your full name, phone number, email address, allergen sensitivities, and other relevant details. 
5.2.4. Expiry date 
A Masterclass invitation includes the recipient’s name, a unique verification code, and an expiry date. It remains valid and can be redeemed for any available class within our Masterclass program until the expiry date shown on the invitation. 
5.2.5. Verification
Each invitation includes a unique code used for validation and class registration. The code must be provided when redeeming the invitation for class registration. Once the code is used, the invitation is considered expended and cannot be redeemed again.
Hard-copy invitations must be presented on the day of the class for verification.
5.2.6 Modification
Masterclass invitations can be transferred to another individual with written permission from the original recipient. Contact us for any modification requests.
Masterclass invitation bookings are contingent upon availability and adhere to class booking terms and conditions as outlined in the Masterclass Policies.
5.2.7 Masterclass Gift Invitation refund Policy 
All Masterclass invitation purchases are final and non-refundable. Unused invitations within their validity period cannot be redeemed for cash or other products.

5.3 Cancellation Policy
5.3.1 Cancellations are permissible if made more than 07 days prior to the class date, with refunds provided in the form of a credit towards future classes. This credit remains valid 6 months from the date of cancellation. 
5.3.2 For cancellations less than 07 days prior to the class date, no credit refund will be issued. However, registrations may be transferred or sold to another individual. If you need assistance with this process or wish to inquire about a waitlist for your class, please contact us.
5.3.3 Cancellations on the day of the class are treated as no-shows and are not eligible for refunds or credits.
5.3.4 Not showing up on the class date or missing classes will be treated as a cancellation. There are no make-up days, refunds, or credits for classes that are missed without prior notification. 

5.4 Modifications and Substitutions
5.4.1 Substitutions of participants are allowed if completed at least 03 business days before the class date for those with specific allergen requirements, and at least 01 business day before the class date for those without.
5.4.2 To switch to a different session, we must be notified at least 07 business days before the originally scheduled class date.
5.4.3 In case of severe illness or an accident on the day of the class, please contact us immediately for further support on modifications. 

5.5 Missed Classes
There are no make-up days, refunds, or credits for classes that are missed without prior notification. 

5.6 Mid-Class Departure
Refunds are not guaranteed for participants who leave a class after it has started.  

5.6.1 If the participant is fully engaged and received all materials, refunds are not guaranteed and will be considered on a case-by-case basis, with a maximum refund of 50% of the participant fee. 
5.6.2 If the participant leaves at the start due to a reasonable issue (e.g., language not provided as requested, severe safety issue, or major facility failure), a refund of up to 100% may be considered. 

5.7 Class Cancellations by Académie Marou
While infrequent, we may need to cancel classes due to factors like insufficient enrollment, adverse weather, or safety concerns. In such cases, participants will be notified 07 days in advance of the class date and offered a full refund or credit for a future class. This credit remains valid for 06 months from the date of cancellation. 

  1. PRIVACY POLICY 

6.1 Data Collection
We collect essential personal information for registration and effective communication before, during, and after classes. This includes your full name, phone number, email address, allergen sensitivities, and other relevant details. By registering in our Masterclass, you expressly consent to our collection and processing of your personal data for the purposes specified in Sections 6.2 & 6.3 below.  

6.2 Use of Information
The personal data collected is utilized to enhance service delivery, develop new offerings, measure performance, and maintain direct communication with participants. Information is also used for logistical planning and ensuring participants' needs are met during classes. 

6.3 Image Use
By participating in our Masterclass, you consent to the use of your images by Académie Marou for external communications and internal purposes. We do not sell or license your images to third parties. If you do not agree, inform us before the class; we will flag your booking and exclude you from photos/videos.
You may access/rectify/delete your personal data by emailing masterclass@maisonmarou.com. We will respond to your request in accordance with applicable laws on personal data protection. 

 

POLICY AMENDMENTS 

We reserve the right to modify our Masterclass policies at any time. Participants are encouraged to review these policies periodically to stay informed of any changes. Registrations made prior to any policy changes remain governed by the policy version in effect at the time of registration.