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Our Terms & Conditions

Terms & Conditions


Please read these booking conditions carefully, they form an important part of the contract for your booking. These terms and conditions are valid from 22nd August 2016. The term ‘student’ or ‘you’ refers to the student. All terms apply to both adults and young learners, except in cases where it is stated that the term applies specifically to one or the other.

If you require a copy of the Terms and Conditions prior to 22nd August 2016 please contact reservations@experienceeenglish.com.


Your contract is with Experience English Limited, a company incorporated and registered in England and Wales. © 2013 Registered office address: Experience English Ltd, 6-7 Lovers Walk, Brighton, England, BN1 6AH. Registered in England No. 4040338. Experience English Ltd is part of the Real Experience Group

When you make a booking, you guarantee that you are 18 years or over and have the authority to accept and do accept on behalf of your party the terms of these booking conditions. If you are under 18 years, a parent or guardian must make the booking on your behalf and accept these booking conditions. On receipt of the completed application form and full fees, we will issue confirmation of the booking including a confirmation invoice, acceptance letter and, if required, a visa support letter will then be issued. A contract will exist as soon as we issue our confirmation invoice. This contract is made on the terms of these booking conditions. This contract, and any other claim or dispute arising from or related to this contract, will be governed by English law and the courts of England and Wales shall have exclusive jurisdiction over any claim arising out of it.


All students must book in advance of their course start date. Full booking fees are due and must be paid at the time of booking. At their discretion, the booking team may accept deposits of 20% for Non-Visa Students and Direct Visa Nationals, providing that: 1) the request is made in writing and authorized by a manager, and 2) full payment is paid at least 56 days prior to arrival. If you require the services of a courier to deliver your documentation, the cost incurred will be paid by you. All payments are to be made in Pounds Sterling. In some cases these rules do not apply to wholesale partners whose payment terms are outlined in the wholesale agreement made between the two parties. You can pay by cash, bank transfer, cheque or credit card. For credit card payments, we add a 3% surcharge on the total amount to cover card charges. There may be a charge for direct debit card payments, please ask at time of payment. Please do not send cash in the post. Bank details for bank transfers and details for whom to make cheques payable should be requested at time of booking. Cheques should be paid at least 5 days before the start date. We reserve the right to cancel a booking without refund or compensation if payments are not made when due.


All prices we advertise are accurate at the date published, but we reserve the right to change any of those prices from time to time. You will be advised of the current price of the course, or the course and accommodation that you wish to book before your contract is confirmed.


If you wish to make a change to the date of your booking, the person who made the booking must put such request in writing to us at least 28 days before the booking start date or the arrival date whichever is earlier. If such notice is not given an amendment fee of £60 will be charged. If you change the date of your booking more than once, an amendment fee will be charged for the second and any subsequent changes, irrespective of notice given. Please note that we cannot guarantee that we will be able to accommodate your request but we will endeavour to do so. Students with 1:1 private tuition must provide notice of at least 5 working days if you wish to rearrange a lesson; no refund or rearrangement will be provided for such non-attended classes or when less than 5 working days’ notice is given. You cannot exchange blocks of classes for private tuition.


If you wish to cancel a booking for any reason, the person who made the booking must put such request to cancel in writing to us. If you wish to cancel a booking due to a visa refusal, we will refund any booking fees which have been paid by you, less the registration fee and any other charges we may incur as a result of your cancellation, provided that: a) Notice of your visa refusal is sent to us a minimum of one week before your course commences; and b) Official written confirmation of the visa refusal from the Home Office or British Consulate/Embassy is sent to us before the course was due to commence. If you wish to cancel a booking for any reason other than visa refusal, booking refunds for such cancellations depend on the amount of notice given and are as specified below:

• More than 28 days before the booking start date or the arrival date whichever is earlier: refund of total booking fees, less deposit, registration fee and any other charges we may incur as a result of your cancellation.

• Between 28 – 15 days (inclusive) before the booking start date or the arrival date whichever is earlier: refund of 75% of total course fees, less registration fee or any other charges we may incur as a result of your cancellation. If three weeks’ notice is given, the school can issue, at their discretion, a course voucher to the value of the course remaining. Course vouchers are non-transferable, valid for one year, and cannot be exchanged for 1:1 private tuition. The voucher is null and void if an insurance claim is issued. No refund issued for cancellation of specialist courses within 28 days of course start date.

• Between 14-8 days (inclusive) before the booking start date or the arrival date whichever is earlier: refund of 50% of total course fees, less registration fee or any other charges we may incur as a result of your cancellation. No refund issued for cancellation of specialist courses within 14 days of course start date.

• 7 days or less before the booking start date or the arrival date whichever is earlier: no refund will be given if you choose to cancel the course once it has commenced. Please note in the event that you cancel your booking for any reason, amendment fees paid by you in respect of the booking, if any, are non-refundable. No refund issued for cancellation of specialist courses within 7 days of course start date.

If a visa is delayed beyond your course start date you must have adequate insurance to cover any eventual cancellation charges.


Adult students can only book a twin room if you know the person with which you are sharing. At our discretion, Young Learners may be required to book single room accommodation instead of twin room accommodation subject to availability.

For Young Learners, there is a maximum duration of twenty-seven consecutive nights with a homestay host. If you require a longer homestay programme you will be required to move to a different centre during your stay.

If you are arriving between the hours of 21:00 – 09:00 you may be asked to book alternative accommodation on your first night at your own cost to avoid a late or early arrival to your intended accommodation. Experience English Limited reserves the right to charge a supplement for any student or group arriving between the hours of 21:00 – 09:00.

If you wish to leave your homestay accommodation early, you will be charged for 3 weeks of accommodation. If you book residential accommodation through the school, terms and conditions of the residence will apply and will be communicated at the time of booking. No refund will be given if you wish to leave your residential accommodation early.


Arrivals should normally be on a Sunday (unless specified otherwise in Experience English marketing materials) ready for starting your course on a Monday. Departure days vary according to the school; if booking a course at Hampstead School of English, all departures are on Saturday. We reserve the right to arrange alternative (e.g. Hotel) accommodation for any nights outwith the standard programme dates at your cost. There will be no compensation due for late arrivals and/or missed lessons, activities and excursions missed as a result of not arriving on a scheduled arrival date.


For students studying on an adult course you are required to attend at least 90% of your course in order to receive a course certificate and report, or 80% to meet UKVI requirements. For students studying on Young Learner course full attendance is required. Absence from lessons is not compensated. If you are absent from school for 3 or more days we will contact you by telephone or email to see if we can be of any help or assistance. If we receive no response we will try and contact you again. Where relevant to a visa application, we are duty bound to notify the UK Home Office immediately in the event of persistent non-attendance or course termination.


All adult students are issued with a certificate on the last day of your course on request, if you have attended 90% of your course. The certificate confirms the level of study at the end of the course. The Company shall levy a charge of £15 per set of certificates that it has to re-issue once the course has finished. Should this occur the certificates shall only be re-issued once full payment has been received. All Young Learner students are issued with a certificate at the end of your course, providing you have attended 100% of your course.


If you are studying on an adult course you are allowed to take 2 weeks holiday for every 12 weeks that you study: for a course of 12 weeks, you can take a maximum of 2 weeks holiday; for a course of 13 to 24 weeks, you can take a maximum of 4 weeks holiday; for a course of 25 to 36 weeks, you can take a maximum of 6 weeks holiday; for a course of 37 to 52 weeks, you can take a maximum of 8 weeks holiday. You must give at least 14 days’ notice to the school in writing. Please note that the school has the right to refuse a request for holiday. Some Academic Year and Semester Courses have fixed dates of operation. If you are studying on a Young Learner course then holidays from your course are not permitted.


Where a coach or private taxi transfer has been booked through the Company, flight details should be received no later than 14 days prior to arrival. The Company reserves the right to levy a charge of £20 per person should these details not be received within the 14 days. Please see the ‘Course fee list’ for the conditions of the transfer prices.


All changes outside the notice period in course dates or accommodation, including holidays, have a charge of £60, which must be paid before the change is processed.


Edinburgh Language Centre may pro-rata tuition costs to account for reduction in tuition hours during the Christmas and New Year public holidays. Any reduction will be reflected in your quote at the time of booking. Edinburgh Language Centre is open on all public holidays with the exception of 25th and 26th December, 1st and 2nd January.

All other schools are closed on all public holidays. There are no reductions or discounts in tuition fees for courses that include a public holiday.

If any public holiday falls on a weekend, the holiday day will apply in the following working week.


Whilst we aim to provide the course, and where applicable accommodation, as booked, we reserve the right to change or cancel your booking. Operation of all bookings are dependent on a minimum number of persons booking the course and we reserve the right to cancel or change your booking for reasons of consolidation due to minimum numbers not being attained on your course.

Subject to ‘Our Liability’ section below:

(a) if we make a minor change to your booking we will advise you as soon as reasonably possible;

(b) if we make a major change to your booking we will advise you as soon as reasonably possible if there is time before your course start date or your arrival date whichever is earlier. You will have the choice of either (i) accepting the change of arrangements, (ii) accepting an offer of alternative arrangements of comparable standards from us if available (you will pay the difference if it was advertised as a higher price than your original booking, or receive a refund of the difference if it was advertised at a lower price than your original booking) or (iii) accepting a refund of the monies you have paid to us for your original booking. Subject to ‘Our Liability’ section below, if we cancel your booking, we may be able to offer you an alternative. We will not be responsible to pay any compensation following a change or a cancellation by us and we will not be liable to reimburse you for any amendment or cancellation fees you incur in terms of other arrangements you have made with other providers under separate contracts.


When you make a booking through us, you accept responsibility for the proper conduct of all parties included on your booking. We reserve the right to cancel at any time any student’s course, or course and accommodation, with no refunds, in the event that, in the reasonable opinion of the Company or the school, the student’s behaviour is disruptive or unsatisfactory (including without limitation causes or is likely to cause danger, upset or distress to anyone else or damage to property). Our decision is final. We shall be under no obligation whatsoever to pay compensation or meet any costs or expenses you may incur as a result of your course, or course and accommodation, being terminated. Please note that if your visa status in the UK changes or you are found to be in contempt of visa regulations, we reserve the right to terminate your course without refund of course or accommodation fees.


We shall take reasonable care and skill in providing our services to you in accordance with industry standards. We reserve the right to subcontract various elements of our services (for example accommodation) to reputable companies selected by us. We shall procure that our subcontractors also take reasonable care and skill in providing such subcontracted elements of our services to you in accordance with industry standards. During peak periods we may use additional classrooms on other premises to conduct lessons.


We will not be liable:

(a) where any failure in the performance of the contract is due to: i. you; or ii. acts, events, omission or accidents beyond our reasonable control or the reasonable control of our suppliers, including without limitation war, threat of war, riots, civil disturbances, actual or threatened terrorist activity and its consequences, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks and pandemics, unavoidable and unforeseeable technical problems with transport for reasons beyond our control or that of our suppliers; closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, flood, and any other similar events;

(b) for loss of students’ property. No compensation, costs, expenses or any other sums will be paid by us in these circumstances. Nothing in this contract shall limit or exclude the liability of either party for death or personal injury resulting from negligence.


Insurance is not provided by Experience English. Once a booking has been accepted, you, your group leader or the adult paying for your course agrees to sourcing your own insurance. It is essential that every student, group leader, and/or accompanying adult takes out insurance to cover such events as course cancellation or curtailment; loss of personal effects; loss of passport or tickets; medical expenses and repatriation; personal liability and personal accident. Failure to do so could cause serious problems in the case of an emergency. It is your responsibility to ensure that you are adequately insured. For students staying in accommodation (homestay or residential) arranged by the Company, insurance covering personal liability is highly recommended. If you do not have an insurance policy and an incident occurs, you will be responsible for all costs incurred.


Our complaint procedure is as follows: if you have a complaint regarding any aspect of the services provided, you should immediately notify your school. In the unlikely event this is not resolved to your satisfaction; you should make an immediate complaint in English in writing to head office at Experience English Customer Service, Edinburgh Language Centre, 62-66 George Street, Edinburgh, EH2 2LR. We will investigate your complaint and if we judge it to be reasonable we will make an appropriate recompense (financial or otherwise). In order to be given a reasonable chance of addressing your complaint, please ensure it is received within one month of the end of your course. If the complaint is not resolved to your satisfaction, you may contact English UK.


Experience English Limited shall not engage in any activity, practice or conduct which would constitute an offence under sections 1, 2 or 6 of the Bribery Act 2010 if such activity, practice or conduct had been carried out in the UK.


These booking conditions, our brochures, our website and other publicity materials are the responsibility and property of the Company and the details are published in good faith as of 22 August 2016. We cannot be held responsible for any changes that become known or happen after the brochure is produced and the most up-to-date information can be found on our website. We will use reasonable endeavours to inform you of any material changes for your course before commencement of the course.


By agreeing to these terms and conditions you acknowledge that we or our partners may use any photo(s)/image(s)/video(s) we, or someone on our behalf take of you or any comments (written or verbal) you make during or in connection with your tour for our promotional/ marketing purposes (such as including them in our brochure / website / social media) without obtaining your further specific permission or making any payment to you. Such use may include mentioning your name, age and town / city / area of residence.


By agreeing to these booking conditions, you consent to us using your email addresses gained at the time of booking and during your period of study for future marketing purposes from time to time, including without limitation about special offers, products and services by email. For further details regarding use of your information, please see the ‘Privacy Policy’ section below, including for information on how to unsubscribe to future marketing by us.


Please click here to read our privacy policy. 


During peak periods when demand is high, you may find that supplements are added to the cost of your programme. The cost of these supplements will be quoted to you at the time of booking.


If you are under 18 then your parent or guardian is hereby deemed to accept the terms and conditions stated above, with the exception of terms that explicitly state they are relevant to adult students only. Your parent or guardian further accepts that:

1. They will provide a signed consent form at the time of booking, specifying details of the guardian who will be required to sign you in and out of school daily (if applicable).

2. They will permit you to travel by public transport;

3. They authorise you to take part in all tourist, sporting and cultural activities associated with the course;

4. They permit you to be treated by a doctor in an emergency. Experience English Limited will use all reasonable endeavours to make contact with your parent or guardian in this event;

5. They will pay any third party fees associated with the above treatments;

6. They will provide the school with a contact telephone number in case of emergencies.

Click here to read our Safeguarding Policy for Under 18s.


All of the above terms are applicable to direct students and to agents unless prior alternative arrangements are agreed in writing between the agent and Experience English.