Terms & Conditions

Proposal and payment terms
1. The proposal and fee quoted on the proposal is valid exclusively for the person or persons and the company named on the proposal. The course and the course fee are not transferable to another person or company.
2. The fee quoted is valid to the company and person or persons specified on the proposal for a period of up to 6 months. If a client wishes to start the course mentioned on the proposal after this period a new quote must be requested.
3. The fee is payable in advance. Payment is to be a maximum of 30 days after the issue date of the invoice.
4. Payment to be made to Anglo Dutch language consultants by bank transfer to bank account 4551514.An invoice will be sent with all relevant details once the proposal has been signed.

Accessibility
1. ADlc undertakes to reply to any general enquiries or complaints either digital or in writing within one to two working days and within one week at the latest with the exception of holiday periods. Shona Ackerman is the course coordinator and can be contacted on 06 156 94 629 email: adlc@upcmail.nl .
2. For questions regarding scheduling of classes by students: the contact numbers of the trainer given at the beginning of the course should be used.

Quality
1. Anglo-Dutch language consultants undertake to provide the services outlined in the proposal to a high professional standard. All trainers have been screened for their appropriate skills, training and professionalism.
2. An evaluation of the course will be sent to the participant(s) at mid-term and at end of the course to check that the course is meeting the need and goals as outlined in the proposal. Any points with a score less than 7 out of 10 will be raised with the trainer for improvement.
3. Poor evaluation scores less than 7 can lead to the substitution of the trainer if desired by the client.

Scheduling classes:
1. A fixed time per week will be arranged in advance for the classes: if the participant needs to change this time it is at the teacher’s discretion to agree to this.
2. The teacher will make him/herself available on the times arranged for the course with the exception of sickness and pre-arranged holidays.
3. If the course is suspended for any reason, the remaining classes will be valid for a maximum of 3 months after which time all outstanding classes will be forfeited.
4. If the classes are suspended, the arranged time will not be held open for the classes and on commencement of the course a new arrangement will be made for the course time that suits the trainer’s schedule.
5. If a class is cancelled within 24 hours the class will be charged to a maximum of 20% of the total number of classes after which any cancelled class will be charged.
6. If the student wishes to rearrange the time of a class to another time within the same week, it is at the teacher’s discretion if he/she agrees to change the appointment. If he/she is unable to reschedule the class the normal cancellation policy applies.

Substituting teachers:
1. If the teacher is unable to teach a course e.g. through sickness, the client may ask Anglo-Dutch for a substitute to teach the course only after the cancellation of 2 classes.
2. Anglo-Dutch has the right to substitute the teaching of a class by another teacher that is equally qualified to teach the course. This would only be after consultation with the client.

Confidentiality
1. ADLC undertakes to treat all sensitive information that is divulged during the process of setting up and carrying out a course as confidential and will not pass this on to any third parties.
2. Neither the trainer nor coordinator will use any internally sensitive information gained through the carrying out of classes for their personal gain.

Complaints procedure
1. All complaints will be registered on receipt by ADLC and replied to initially within one week. All complaints should specify the name of student(s) and the company that the training is for. The reason for the complaint should be outlined with as much detail as possible including dates and times. ADLC will seek to find an equitable solution that is acceptable to both parties.
2. Complaints that need further investigation will be handled within 4 weeks.
3. All complaints will be treated as confidential and will be registered and kept on file for a period of up to 3 years by ADLC for further reference by third parties e.g. the independent third party/ ombudsman.
4. If ADLC and the client cannot come to a satisfactory conclusion to the complaint an independent ombudsman, Mr. R. Brame, Postbus 1002, 2302 BA Leiden, will be contracted to deal with it. His conclusion is binding. If it can be shown that ADLC has broken its obligation to provide a course as outlined in the course proposal Mr Brame can impose a financial solution not exceeding the total value of the training under dispute.
5. Any monies to be refunded to the client will be made within 14 days of the final decision by the ombudsman only to the same person/company and bank account as the original payment.