1. Definitions

1.1 Answer English Limited (herein after called "Answer English", "we", "us" or "our") organises and acts as a language course provider for Students who wish to be offered or supplied with tuition and/or accommodation services for language courses in the United Kingdom and other destinations.

1.2 "Student" or "you" means a person or persons who request Answer English to act as a facilitator to enable them to obtain tuition and/or accommodation services for language courses in The United Kingdom and other destinations.

1.3 "Accommodation Agent" means the accommodation provider set out on our website, marketing materials, Booking, Request for Payment and Confirmation forms.

1.4 "Language School" means the language school set out on our website, marketing materials, Booking, Request for Payment and Confirmation forms.

1.5 "Booking Form" means a Students request, using any method of communication acceptable to Answer English, to reserve either a language course or accommodation or both and confirmation of receipt of a financial commitment of at least 25% of the total fee for the stay.

1.6 "Request for Payment Form" means the form setting out the details of your reservation including the total amount payable to us.

1.7 "Confirmation Form" means the receipt for the course or accommodation or both for which you have paid in full.

2. Answer English role

2.1 We shall act as a provider for you to effect both language school bookings and/or accommodation reservations unless notified to the contrary. We do not own or operate any school, accommodation, transport or other facility. We do provide English language tuition using the schools as our suppliers and we make an onward supply to you. All bookings are subject to the terms and conditions of the language School and/or the accommodation provider.

2.2 We may, at our discretion, assist those Students who are in dispute with a Language School or Accommodation Agent. However, we shall not thereby be liable or become liable in any way in connection with any such matter. You accept that any possible remedies shall be against such Language School or Accommodation Agent only.

3. Enrolment

3.1 To enrol with us, please provide us with a fully completed booking form as found on our website: www.answerenglish.com. The minimum age for enrolment is 16 years. Enrolment of students less than 16 years of age must be completed by either a parent or guardian.

3.2 To make a booking you are required to make a deposit of 25% of the total fee for the stay by credit or debit card either online as part of the 5 step booking process, or over the telephone. In paying the deposit we assume you have read these terms and conditions. Either online or over the phone, you will be given a reference number from ProtX to acknowledge the credit or debit card transaction.

3.3 We shall acknowledge your booking by e-mail within 48 hours. If you do not receive a Booking Form from us within 48 hours of making your Request, then please Contact Us: +44 20 7164 2141.

3.4 Once the Booking has been made, we shall check the availability of the specific language course and accommodation requested by you. All bookings made by us are subject to availability.

3.5 Should the specified language course and accommodation requested by you be available, we shall send you a Request for Payment Form. Please review this Request for Payment Form carefully to ensure you agree with the details set out and ensure that you are satisfied with these terms and conditions.

3.6 Following your acceptance of the Request for Payment Form and consent to these terms, you will be requested to pay Answer English for your full enrolment in accordance with Clause 4. We shall endeavour to make your booking in accordance with the details set out on the Request for Payment Form.

3.7 If we are unable to offer you a place on a language course or accommodation as set out on the Request for Payment Form, we will provide you with alternative options. If none of these meet your requirements we will refund your payment and or deposit, less any bank charges incurred by us.

3.8 If a problem arises that has not been covered by these terms and conditions, we reserve the right to take any fair and reasonable action that we think in our sole discretion is appropriate.

4. Price, Payment and Deposit

4.1 The final price shall be the quoted price on the Request for Payment Form. Please note that the price of the enrolment may change at any point.

4.2 The outstanding payment in relation to your booking shall be due and payable at least one month before your accommodation or language course commences.

4.3 If your booking is made in the four week period preceding the commencement of your accommodation or language course, then full payment shall be due and payable upon receiving the Request for Payment Form and in any event before your accommodation or language course commences. Failure to do so may result in your course or accommodation being cancelled and the loss of your deposit.

4.4 No payment from you by bank transfer, credit or debit card will be accepted by us until the amount is confirmed by our bank as having cleared in our bank account.

4.5 On receipt by us of full payment for the language course, accommodation or additional services (see Clause 8) you will be issued with a Confirmation Form as receipt for your enrolment.

4.6 Until full payment has been received, you will not be accepted onto your language course or into your accommodation.

5. Payment Methods

5.1 You can pay by bank transfer (made payable to "AE Ltd Student Trust Account"). Please ensure that you state your full name as the reference on the bank transfer, so that we can identify your payment, and send us either by fax or by e-mail a copy of the proof of your transfer.

5.1.1 All bank charges in connection with the bank transfer to us shall be borne by you. If you are making a transfer from a non-UK bank a charge of £15 GBP will be added to your total amount payable to cover us for any bank charges payable.

5.1.2 Our payment details are set out below:

Sort Code: 30 - 93 - 79
Account No: 02785363

Swift Account / BIC: LOYDGB21058

IBAN: GB98 LOYD 309379 02785363

Lloyds TSB Ltd Hammersmith Business Centre
PO Box 32757 London SE1 2FA

5.2 You can pay by credit or debit card either online when making a deposit payment as part of the booking process, using the 'Secure Online Payments' page of our website (www.answerenglish.com), or offline when making a deposit or final payment.

5.2.1 You will not be charged for paying by credit or debit card for a deposit. On final payments a charge of 3% of the total amount paid using your credit or debit card will be added to your payment to cover the bank charges levied upon us.

5.2.2 Where the total amount paid using your credit or debit card exceeds £500 GBP we request that you fax us a photocopy of your card, together with signed authority for Answer English to take payment with your consent.

6. Visa

6.1 The confirmation letter from the Language School enables those Students who require a visa to study in the UK or elsewhere to apply for the appropriate visa. This is issued when full payment has been received for your course fees (see Clause 4.6).

6.2 You will use your best endeavours to obtain, prior to departure, all necessary travel documents in connection with your travel abroad i.e. valid passport, valid visa (if required). Any costs, damages or other charges arising from a cancellation or curtailment of your stay in the UK or elsewhere due to your failure to comply with this Clause shall be your sole responsibility.

7. Cancellation

7.1 Language course

7.1.1 All Courses are subject to availability and early booking is advisable.

7.1.2 There is a £45 charge per person for enrollment fee.

7.1.3 If, for any reason, you cancel or curtail your language course or accommodation booking, we will levy a charge of £200 GBP/or 250 USD to cover our administration charges.

7.1.4 However in the case of unsuccessful visa applications, and providing the correct documentation is provided to support this, we will refund any fees paid, less the registration fee and deposit.

7.1.5 At the discretion of Answer English and with at least three weeks’ notice you can postpone the start of your course up to a maximum of one year, with no loss of fees or deposit.

7.1.6 There is no refund of tuition fees after arrival in the UK, but at the discretion of Answer English, if a course cannot be completed for good reason, a credit note for the remaining time may be offered. However a minimum of two weeks’ notice must be given and course credit notes are not transferable.

7.1.7 All cancellation or postponement requests must be made in writing.

7.2 Accommodation

7.2.1 All accommodation is subject to availability and early booking is advisable.

7.2.2 There is a £50 charge per person for accommodation administration.

7.2.3 Full payment for the accommodation booking must be received two weeks before arrival at the latest.

7.2.4 In the case of full or partial cancellation of accommodation before arrival, two weeks’ notice must be given to the office staff during the normal office hours of Monday to Friday, not after office hours or over the weekend. Answer English reserves the right to cancel accommodation if payment is received late.

7.2.5 In the case of full or partial cancellation of accommodation before arrival, two weeks’ notice must be given to the office staff during the normal office hours of Monday to Friday, not after office hours or over the weekend. If less than two weeks notice is given two weeks accommodation will be charged, plus the standard accommodation finding fee.

7.2.6 If accommodation is cancelled after arrival, two weeks’ payment will be taken, plus the accommodation finding fee.

7.2.7 It is forbidden to smoke in any of the accommodation provided, however in some accommodation, an outdoor space may be available. (If required please request this at the time of booking).

7.2.8 Bookings are Sunday to Saturday as standard, so in the case of a late arrival or an early departure, you will be charged for a full week.

7.2.9 Any refund agreed will be made after the departure date as originally booked.

7.2.10 If, in exceptional circumstances, the accommodation booked becomes unavailable for reasons beyond our control an alternative will be arranged, but details may differ If, in exceptional circumstances, the accommodation booked becomes unavailable for reasons beyond our control an alternative will be arranged, but details may differ.

7.2.11 Answer English can only arrange homestay accommodation for students aged between 16 and 18 with written consent from either a parent or legal guardian.

7.2.12 Answer English maintains a strict policy on not placing students of the same mother tongue in the same house whenever possible in order to encourage the use of English at all times. However, in our busy periods, this is not always possible. If it is very important to you not to be placed with someone of the same nationality please tell us at the time of booking.

7.2.12 We recommend students take out health and travel insurance. Answer English is not able to accept responsibility for loss or damage to personal property.

7.3 We act subject to Answer English's terms and conditions.(www.answerenglish.com). You agree to read the cancellation section of the terms and conditions of Answer English prior to acceptance of the Request for Payment Form and to be bound by these terms and conditions.

7.4 Subject to Clause 7.3, we will use our reasonable endeavours to recoup your payment from the Language School and/or Accommodation Agent on your behalf.

7.5 If, for any reason, you cancel or curtail your language course or accommodation booking, we may, at our sole discretion, levy a charge of £200 GBP/or 250 USD to cover our administration charges and we shall be entitled to keep all commission earned by us in connection with your booking.

7.5 We strongly recommend that you take out insurance in case you are unable to start your course or to complete it, for reasons outside your control, such as illness.

7.6 When cancelling a course or accommodation booking we ask you to fill out a Cancellation Form and send it to bookings@answerenglish.com. We cannot action your cancellation until we receive this document from you. If you are required by law to obtain a Visa to study in the UK and your application is refused we request you to send us your Visa Refusal letter with your Cancellation Form.

8 Complaints Procedure

8.1 We aim to provide service of a standard that is acceptable to all students. If we fail to do this we want to know about it. This will enable us not only to deal with a specific problem but also to avoid it happening again. Our main objective is to respond promptly and effectively to any student dissatisfaction as it arises. If you are not satisfied with our service, please talk to us immediately. We shall try to solve the problem quickly and informally.

8.2 If informal discussions do not solve the problem and a student wants to register a formal complaint the process is as follows:

8.2.1 Make the complaint to Answer English either in writing or orally. Answer English will keep a record of the conversation and will attempt to resolve the matter in person or by letter within 5 working days.

8.2.2 If the student wants to pursue the complaint further, they will be asked to put the complaint in writing to the Director of Answer English, the letter should be marked ‘private and confidential’.

8.2.3 The Director will respond to the complaint in writing within 5 working days. The written response will summarise what investigation has been carried out and what action is proposed in order to resolve the matter.

8.2.4 All complaints will be recorded and kept on file. All complaints are subject to the Answer English’s confidentiality policy.

9. Internet access

9.1 Answer English cannot guarantee this service or provide technical support. You should use appropriate firewall software and virus protection as use of this service is at your own risk

10. Additional Services

10.1 We may act as a facilitator for you to arrange additional services such as Airport Transfers, Insurance, Events tickets and other services not listed here, when specifically instructed by you. We do not own or operate any licensed taxi firm, insurance broker or ticket agency or other facility. Final prices quoted will include all booking and handling charges. All bookings are subject to the terms and conditions of the service provider.

10.2 We may, at our discretion, assist those Students who are in dispute with a service provider. However, we shall not thereby be liable or become liable in any way in connection with any such matter. You accept that any possible remedies shall be against such service providers only.

10.3 It is your responsibility to provide the necessary information to enable us to complete the booking of additional services. For example, when we arrange an Airport Transfer for you, we will need the full flight information or when arranging Insurance for you, we will need the dates between which you require the cover.

10.4 If, for any reason, you cancel or curtail any additional services you will be responsible for full cancellation charges applied by the service provider. At our sole discretion, we will retain any handling charges due to us.

11. Liability

11.1 Our services are provided at your own risk. We cannot be held liable for any damages, claims, liabilities, costs, losses (including indirect and consequential losses) or accidents incurred or suffered by you or to your property. Nothing contained in these terms and conditions shall restrict or exclude our liability for death or personal injury caused by our negligence.

12. Data Protection

12.1 We shall comply with the provisions and obligations imposed by the Data Protection Act 1998 in storing and processing personal data. All personal data acquired by us in relation to you shall be made available on written request.

13. Miscellaneous

13.1 Any notice required to be served in relation to these terms and conditions shall be written in the English language.

13.2 Any provision of these terms and conditions which is or may be void or unenforceable shall to the extent of such invalidity or unenforceability be deemed severable and shall not affect any other provision of these terms and conditions.

32.3 No waiver or forbearance by us (whether express or implied) in enforcing any of our rights under these terms and conditions shall prejudice our right to do so in the future.

13.4 We shall not be liable for any default on our obligations due to any exceptional circumstances beyond our reasonable control.

13.5 Our express written approval is required for any variation to these terms and conditions.

14. Law and Jurisdiction

14.1 These terms and conditions are subject to the laws of England and Wales.

14.2 In relation to any legal action or proceedings arising out of or in connection with these terms and conditions, you irrevocably submit to the exclusive jurisdiction of the English courts.