Policies

Terms and conditions

HOW TO BOOK

Please contact us to request a provisional booking, detailing numbers of students, age range and dates of stay. After filling out our quotation form, we will then send you a personalised offer including a summary of our payment schedule and terms and conditions.

Course Price List includes:

Full tuition as stated, course materials and end of course certificate
Activities and excursion programme as stated dependent on season and package chosen
Accommodation and all meals
Use of campus facilities where available (as part of a scheduled programme)

Course Price does not include (but can be required as add on):

Transfers to and from the centre
Examination fees and specific exam course book e.g. Trinity or Cambridge
Optional excursion fees
Insurance

Bookings are secured once the first 25% deposit is paid.

TERMS AND CONDITIONS PAYMENT SCHEDULE FOR SUMMER PROGRAMMES

Payments can be done in full or split as follows:

25% deposit fee to confirm the booking
35% of the total to be paid by 1st April
Balance (remaining 40%) to be paid by 1st June

PAYMENT SCHEDULE FOR NON-SUMMER PROGRAMMES

Payments can be done in full or split as follows:

25% deposit fee to confirm the booking
35% of the total to be paid 60days before students arrival
Balance (remaining 40%) 30 days before students arrival

If the balance is not received by the due date (1 June for summer intakes and 30 days before for non-summer intakes), LiA may suspend services and release reserved beds. Applicable cancellation charges will apply to the unreleased portion.

In the event that full payment is not received before arrival, lessons will be suspended. No individual or group student will be allowed to participate in the programme reserved until the appropriate payment has been received as specified.

Payments must be sufficient to cover any bank fees that may apply as these will not be deducted from the total due.

Any amount not received by the due date will accrue interest at 2% per month (calculated daily). If any balance remains unpaid fifteen (15) days after the due date, LiA may suspend services and/or release reserved beds; standard cancellation charges will apply to any released places. An administrative late-payment fee may also be charged.

ADDITIONAL EXCURSIONS & ACTIVITIES

Additional excursions and activities can be, in consultation with the Language in Action team, added to your group package. The additional cost of these will be added to your quotation and contract.

If we are unable to secure the required tickets for the requested additional excursions and activities requested we will notify you in writing.

Upon contract signing any additional excursions and activities are non refundable even in the case of group cancellations and head count reductions (see Cancellation & Reductions Policy below).

Language in Action may, at its discretion, be able to offer a refund or partial refund on additional excursion or activity tickets if they can be sold to another group at a later date.

CANCELLATION & REDUCTIONS POLICY (PRE-ARRIVAL)

Scope and basis. Charges are applied to the Total Booking Value (tuition, accommodation, meals and pre-booked services). Percentages include the non-refundable deposit per place.

The 25% per-place deposit is non-refundable in all cases. For places that attend, the deposit forms part of the price and is credited against the balance

Retention schedule (measured against the programme start date)

≥ 60 days: 25%of total package value retained (i.e., the deposit).

59–28 days: 40% of total package value retained.

27–7 days: 75%of total package value retained.

< 7 days: 90% of total package value retained.

Notes

Reductions in numbers are treated pro-rata as cancellations of the reduced places.
Visa refusal terms (if applicable) supersede this schedule.
No refund after commencement or for no-shows (see Withdrawal Policy).

Example (illustrative): Total £10,000. Cancellation 20 days before start → £7,500 retained; £2,500 refunded. The £2,500 deposit is part of the £7,500 retained, not in addition.

Visa refusal terms supersede the general cancellation policy. Evidence (UKVI refusal letter + passport copy + payment proof) must be received within seven (7) days of the decision (see below for further information)

VISAS

Some students require a student visa or a tourist visa. Students/agents should contact their local embassy, consulate or High Commission for additional information and entry requirements to their country of choice. Arranging the correct visa is the sole responsibility of the student or students’ parent/guardian/agent.

Deposits & VISA support letters

VISA support documentation will be provided when we are in receipt of the 25% Group Deposit Fee (group students) or a Visa Deposit Fee of £300 (individual students).

VISA processing delay

Postponement

If the programme needs to be deferred due to visa processing delays, LiA cannot guarantee that the original allocations will apply and change of dates may incur in additional fees.
A written communication of postponement due to Visa delays must be received two weeks before the course start date at the latest.

Cancellation due to delay

If the agent wants to cancel because of visa delays, the following terms will be applied:

£300 charge per student will be applied up to two weeks prior course start date;
£500 per student up to seven days prior course start date;
Full amount will be charged in case the written cancellation is received less than seven days before student’s course start date

VISA refusal & cancellation

Cancellations due to visa refusal will require a copy of visa refusal documentation and will incur the following costs:

Documents received 14 days or more prior course start date: full refund less £300 booking fee per student (whether groups or individuals)
Documents received 13 days or less prior course start date will incur in a £300 per student booking fee, plus 30% of the total programme’s value.

Please ensure you allow enough time for visa processing to help minimise cancellation charges that result from visa refusal. LiA cannot be held responsible for decisions taken by embassies or immigration police, regarding entry visas or visa extensions.

CHANGES

Service Changes and Substitutions

LiA may make changes to the particulars of the services (including courses, timetables, locations, accommodation, facilities and programme dates) where reasonably required due to circumstances beyond LiA’s control, supplier or venue constraints, health & safety or safeguarding requirements, building works, or where minimum numbers are not met.
Non-Material Changes are adjustments that do not reduce the overall value of the programme. Examples include, but are not limited to, timetable adjustments that preserve the total weekly taught hours, classroom or facility reallocation, activity rotation, student nationality mix or a change of residence of equivalent or higher standard within the same city/area or within 30 minutes’ travel. Non-Material Changes will be notified by email and do not require approval; they do not constitute a breach and do not give rise to refunds or credits.
Material Changes are changes that materially affect the core elements of the booking, such as a change of city, a change from en-suite to shared bathroom, a change in board basis (e.g. full board to half board), a reduction of total weekly taught hours by more than 10%, or a date shift. Where a Material Change is necessary, LiA will issue a Change Notice by email as soon as reasonably practicable and will, at LiA’s discretion, provide one of the following remedies:
- placement in an equivalent or superior programme/residence at no extra charge; or
- placement in a reasonably comparable programme/residence at no extra charge (LiA will arrange/cover any additional internal transfers caused solely by the change); or
- a credit note for the affected services, valid for twelve (12) months.
  - If LiA is unable to offer any of the remedies above, the Client may cancel the affected services for a refund of fees paid for those affected services only. No refund will be made for services delivered or for indirect costs (including flights, visas, insurance or other consequential losses).
Minimum Numbers. If a centre or course does not reach the minimum numbers notified by LiA, LiA may consolidate the group into another LiA centre in the same city/region. If the Client declines a reasonable alternative, the standard cancellation terms apply
Acceptance. Unless the Client raises a reasonable, written objection within five (5) business days of the Change Notice (or, if earlier, before the start of the affected services), the change is deemed accepted. A Change Notice does not require signature and forms part of the booking terms.
On public holidays, lessons may be delivered on an alternative day and/or equivalent educational activities will be provided. This will not be treated as a Material Change.
Liability. LiA’s aggregate liability arising from or in connection with any change is limited to the fees paid for the affected week(s) or services. LiA is not liable for indirect or consequential loss, including travel or visa costs.

The sample programmes featured in marketing materials are for illustrative purposes and LiA reserves the right to change the details without prior notice.

WITHDRAWAL POLICY

LiA defines withdrawal as termination of a study programme after the course start date, this includes any ‘no- show’s’. No refunds will be given once the study programme has commenced.

TRAVEL DETAILS

Travel details, including arrival and departure times and dates, flight numbers and airline, must be sent in writing at least 14 days prior to the scheduled arrival date.

If notice is not received, LiA may not be able to provide a transfer and will not be held liable for any issues arising as a result. Group transfer fees apply to the total number of passengers within a group arriving and departing together on the same flight.

The transfer prices can be guaranteed only when the flight details are received by the provider within 14 days before the study vacation starting date. After this date, prices may vary subject to availability and extra charges may be applied.

Late night arrival charges may be applied to transfers related to flights landing after 22:00 or departing before 09:00.

1. Code of conduct and Health and Safety

Students must comply with the rules and code of conduct of the school. Any breach of these rules may result in the student being suspended and in extreme case, expelled. We enroll students on the assumption that they are in good health. Any pre-existing conditions and/or special dietary requirements must be communicated to us before. Depending on the nature of these we may, at our discretion, request further information and documentation so that a full risk assessment can be carried out to ensure the students’ safety on the programme.

Where the risk is deemed too high for the student to safely join the programme we may

Decline to enrol the student on the programme
Put in place a liability waiver between us and the agency, stating that the additional welfare requirements fall outside the scope of our student welfare responsibility

For students who require the support of a medical carer then this will be counted within the regular group leader ratios and additional fees may apply.

Failure to disclose any pre-existing medical conditions, including prescription medications that students require, that affect the safety and wellbeing of the student and the ability of our staff to ensure their safety may result in their removal from the programme and the agency will be responsible for all costs in returning the student to their home country.

No refund is due in case of expulsion or suspension of a customer from a programme for irregular, anti-social or disruptive behaviour.

2. Loss, Damage and Insurance

We strongly advise that all customers appropriately insure themselves or be insured against the usual risks associated with overseas travel e.g. personal accident, injury or ill health (medical/hospital fees), cancellation, delay, loss of baggage or property etc. i.e. comprehensive travel insurance.

Travel insurance can be purchased for an additional fee from Malvern International PLC – the admissions team can assist with this should you require it. Malvern International PLC is not an insurance broker itself and the insurance cover will be with our third-party provider (GuardMe Insurance – underwritten by White Horse Insurance UK Limited).

Students who enrol on Language in Action programmes as individuals must provide proof of travel insurance covering the duration of their trip no later than fourteen (14) days prior to their arrival in the UK.

We do not accept responsibility for any loss or damage to any property of students.

Whilst every help and assistance is given to ensure that students’ property is safe at all times and collected before departure, we do not accept responsibility for any loss or expense due to changes in public transport, weather, quarantine, sickness, strike or any other cause beyond the schools control.

3. Public Holidays

Where public holidays fall on a week day, the school will not run classes. The school will not make up lessons missed as a result of public holidays. The campus facilities will be open for use on these days at reduced hours.

Public Holidays for this year

New Year’s Day Good Friday Easter Monday

Early May Bank Holiday Spring Bank Holiday Boxing Day

Christmas Day Holiday

4. Student admissions and parental consent

The Agency must provide LiA with complete student information required for enrolment and safeguarding, together with signed Parental Consent for each participant, no later than thirty (30) days before the programme start date (and by any update deadlines subsequently notified by LiA).

If the Agency uses its own admissions system, it may do so only if it captures all fields required by LiA, allows export into LiA’s template and secure transfer to LiA, and delivers the data and consents by the same deadlines. LiA may review samples for completeness.

Failure to provide the required data/consents on time may result in suspension of enrolment and/or release of reserved beds; related fees remain payable under the Payment and Cancellation Terms. The Agency warrants that valid parental/ guardian consent has been obtained and that data sharing with LiA and its suppliers complies with UK GDPR; evidence must be supplied on request.

5. Group Leaders

All groups must be accompanied by at least one group leader. If no group leader is enrolled then the students will be enrolled as individual students and additional costs will apply (please refer to price list).

For large groups we will provide one free group leader place for every 15 students.

Additional group leaders are charged at £575 NET per leader per week up to a maximum ratio of one group leader for every 7 students in the group.

For additional group leaders above this ratio, 75% of the large group NET per week price for the package (deluxe or essential) at the centre will be charged.

For example, the UEL Docklands large group deluxe package net price is £900 per week – the additional leader cost above ratio is £675 (75% of the package price)

All Group Leaders must adhere to the Group Leader Code of Conduct.

All leaders must be present on site each day. Students and Leaders must provide staff with a mobile number they can be contacted on during the stay. Whilst we will do our best to provide leaders with single rooms and private bathrooms, we cannot guarantee that these will always be available.

All Group Leaders are required to provide certificates from their country of residence as evidence of their suitability to work with students under the age of 18. This certificate must have equivalence to an enhanced Disclosure and Barring Service (DBS) check in the UK as guided by the UK Home Office. The list of accepted equivalent certificates per country can be found here

Countries A – F https://www.gov.uk/government/publications/criminal-records-checks-for-overseas-applicants/countries-a-to-f-applying-for-a-criminal-records-check-for-someone-from-overseas

Countries G – P https://www.gov.uk/government/publications/criminal-records-checks-for-overseas-applicants/countries-g-to-p-applying-for-a-criminal-records-check-for-someone-from-overseas

Countries Q – Z – https://www.gov.uk/government/publications/criminal-records-checks-for-overseas-applicants/countries-q-z

A scanned copy of each Group Leader’s certificate of good conduct (equivalent to an enhanced DBS) must be sent to Admissions no later than 14 days before arrival. The Agency signs the Group Leader Confirmation Form to confirm originals have been seen.

If any required Group Leader documents are missing or incomplete after the stated deadline (14 days before arrival), LiA may suspend that leader’s participation and/or restrict access to accommodation and activities until satisfactory documents are received. Last-minute leader substitutions are accepted only where full documentation is received at least seventy-two (72) hours before arrival. Where minimum ratios cannot be met due to late or incomplete documentation, LiA may release reserved beds or enrol students as individuals; related fees remain payable under the Payment and Cancellation Terms. An administrative charge may apply for late processing.

6. Safeguarding

Agents must fill out and sign the “LiA Group Leader confirmation form”, a declaration that they have read the original police check documents relating to each member of their staff (including accompanying teachers) and that they are suitable to accompany a group of minors.

Agents must also declare that they have read and understood the Child Safeguarding and Protection Policy and agree that the group leader must act in accordance with it and abide by the guidelines.

The form must be completed by the educational consultant on behalf of each staff member and returned to LiA Staff.

8. Special Requests

It is the responsibility of the group to inform the school of any special requests, such as special diets, allergies, or specific excursions, well in advance of the course start date. Whilst we will always do our best to meet any special requests, this is subject to availability and cannot be guaranteed.

9. Publicity material

Language in Action may take students’ photographs or record students’ comments. By accepting these terms and conditions you give your consent for these images and testimonials to be used in our publicity. If you do not wish us to do so, please inform us in writing prior to the course start date.

10. Force Majeure

There is no refund for cancellation or failure to provide services due to factors beyond our control, for example, war, riot, global pandemic, airline cancellations or any other ‘act of God’.

11. Policies and Procedures

All Clients must adhere to our policies and procedures.

A full list can be found on our website at the following link.

12. Terms and Conditions

The above terms are applicable to agents representing students unless variations are expressly agreed between the agent and Language in Action/Malvern International PLC. The current Terms and Conditions supersede any previous Terms and Conditions that were applicable at the time of the students booking. The most up to date terms and conditions can be found on our website at the in the policies page at the following link.

ARRIVAL AND DEPARTURE MEALS POLICY

Arrival

Check-in: Rooms are guaranteed to be available from 16:30 onwards on arrival day. If rooms become available earlier, we will accommodate early check-in where possible.

Lunch: included if the scheduled landing time in the UK is no later than 12:00 (noon), subject to venue service times.

Dinner: always included. If the canteen is closed on arrival, LiA will provide a packed meal or a suitable alternative, subject to availability.

Departure

Check-out: All students must vacate their rooms by 09:00 on departure day.

Breakfast: always included (packed if departure is before the breakfast service starts).

Lunch: included if the scheduled flight departure is after 12:00 (noon) and the group remains on site during the lunch service. For earlier departures, lunch cannot be provided and no credit applies.

Extras

Any meals requested outside these conditions can be arranged subject to availability and will be charged at the standard rate.

Changes to flight times

If flight times change in a way that affects the meal plan, please notify LiA at least 48 hours before arrival/departure. Changes notified later are subject to availability and additional charges may apply.