Terms and Conditions – City Language Hub (CLH)

1. Introduction

These Terms and Conditions ("Terms") govern your use of the City Language Hub website and services. By accessing our website or enrolling in our programmes, you agree to be bound by these Terms.

Service Provider:

City Language School Ltd, trading as City Language Hub
Ground Floor Unit H1, Moorfoot House, Meridian Gate, 221 Marsh Wall, London, E14 9FJ 

Company Registration Number: 16213856 

Email: info@citylanguagehub.co.uk

If you do not agree to these Terms, please do not use our website or services.

2. Definitions

• "We", "us", "our" refers to City Language Hub / City Language School Ltd
• "You", "your" refers to the user, student, client, or visitor
• "Services" refers to our English language programmes, tutoring, platform access, and related offerings
• "Platform" refers to our virtual learning environments (Moodle-based EAP and CTS resources)
• "Programme" refers to English for Academic Purposes (EAP), Corporate English Training Services (CTS), or other courses we offer
• "Website" refers to citylanguagehub.co.uk and all associated pages 

3. Eligibility and Acceptance

3.1 Age Requirements

These Terms and Conditions ("Terms") govern your use of the City Language Hub website and services. By accessing our website or enrolling in our programmes, you agree to be bound by these Terms.

3.2 Acceptance of Terms

By submitting an enquiry, enrolling in a programme, or using our website, you confirm that: 

• You have read and understood these Terms 
• You agree to be bound by these Terms 
• All information provided is accurate and complete 
• You have authority to enter into this agreement (or parental consent if under 18)

3.3 Amendments

We reserve the right to update these Terms at any time. Material changes will be notified via email to enrolled students and prominently displayed on our website. Continued use of our services after changes constitutes acceptance of revised Terms.

4. Programme Enrolment and Delivery

4.1 Application Process

Enrolment involves:

1. Completing an enquiry or application form 
2. Initial consultation to assess needs and suitability 
3. Receiving a programme proposal with fees and schedule 
4. Signing an enrolment agreement 
5. Payment of deposit or full fees (as specified) 
6. Receiving platform access and programme materials

4.2 Acceptance of Students

We reserve the right to accept or decline applications at our discretion. Acceptance is confirmed only upon receipt of signed enrollment documents and payment.

4.3 Programme Delivery

Programmes may be delivered:

• In-person at our London location
• Online via video conferencing platforms
• Hybrid combining in-person and online sessions

We reserve the right to change delivery format due to circumstances beyond our control (e.g., public health requirements, tutor availability), providing reasonable notice where possible.

4.4 Timetable and Scheduling

• Timetables are agreed during enrollment and confirmed in writing
• We will make reasonable efforts to accommodate scheduling preferences
• Schedule changes by us will be communicated with at least 7 days' notice where possible
• Student-requested changes are subject to tutor availability and may incur fees

4.5 Platform Access

Students receive access to our virtual learning platform for the duration of their programme. Access credentials are personal and non-transferable. You must not share login details with third parties.

4.6 Student Responsibilities

Students must:

• Attend scheduled sessions or notify us of absences in advance
• Engage actively with learning materials and assignments
• Complete any required assessments
• Maintain respectful conduct with tutors and staff
• Comply with platform terms of use
• Ensure reliable internet connection for online sessions

5. Fees, Payment, and Billing

5.1 Programme Fees

All fees are stated in British Pounds (GBP) and are subject to change. Current fees are provided during the consultation process and confirmed in your enrollment agreement.

5.2 Payment Terms

• Full payment is due upon enrollment unless a payment plan is agreed
• Deposits (if applicable) are typically 30-50% of total fees
• Corporate clients may be invoiced with payment terms of 30 days from invoice date
• Payment methods accepted: Bank transfer, credit/debit card, online payment systems

5.3 Late Payment

Late payments may result in:

• Suspension of platform access and tutoring until payment is received
• Late payment fees of £25 or 5% of outstanding amount (whichever is greater)
• Cancellation of enrolment for payments overdue by more than 14 days

5.4 Value Added Tax (VAT)

Educational services may be VAT-exempt under UK law. We will clearly indicate whether fees include or exclude VAT.

5.5 Price Increases

We reserve the right to increase fees with at least 30 days' written notice. Current students will not be subject to mid-programme price increases unless their programme extends beyond 12 months.

6. Cancellations and Refunds

6.1 Cooling-Off Period (14 Days)

If you enroll as a consumer (individual student), you have 14 days from the date of enrollment to cancel for any reason and receive a full refund, provided: 

• You have not yet accessed the platform or attended sessions 
• You notify us in writing of your cancellation 

If you have already begun the programme during the cooling-off period, fees will be pro-rated based on sessions attended. 

6.2 Student Cancellation After 14 Days

- More than 30 days before programme start:
Full refund minus £50 administrative fee.

- 15-30 days before programme start:
50% refund of total fees.

Exception: Cancellations due to serious illness, bereavement, or other exceptional circumstances may be considered on a case-by-case basis with supporting documentation.

6.3 City Language Hub Cancellation

We reserve the right to cancel a programme due to: 

• Insufficient enrolment numbers 
• Tutor unavailability 
• Force majeure events

In such cases, you will receive:

• Full refund of all fees paid, OR 
• Transfer to an alternative programme or start date

We are not liable for any consequential losses resulting from our cancellation.

6.4 Session Cancellations

By City Language Hub: 

If we cancel a scheduled session, we will offer a rescheduled session at no additional cost or provide a pro-rated refund.

By Student:

• Cancellations with at least 24 hours' notice: Session may be rescheduled (subject to tutor availability)
• Cancellations with less than 24 hours' notice or no-shows: Session is forfeited with no refund

6.5 Refund Processing

Approved refunds will be processed within 14 business days to the original payment method.

7. Intellectual Property Rights

7.1 Ownership

All content on our website and learning platforms, including but not limited to:

• Text, graphics, logos, images, videos
• Course materials, worksheets, templates
• Assessments and learning resources
• Software and platform design

...is owned by or licensed to City Language Hub and protected by UK and international copyright, trademark, and intellectual property laws.

7.2 Limited License

Students are granted a non-exclusive, non-transferable, personal license to:

• Access and use platform materials for personal learning purposes during their enrollment
• Download materials for personal study only

You may NOT:

• Reproduce, distribute, or share materials with third parties
• Use materials for commercial purposes
• Remove copyright notices or attributions
• Reverse engineer or copy platform functionality

7.3 User-Generated Content

Any content you submit (assignments, feedback, testimonials) may be used by us for educational and marketing purposes with your consent. You retain ownership but grant us a perpetual, royalty-free license to use such content.

8. Acceptable Use Policy

8.1 Prohibited Conduct

You must not:

• Use our services for any unlawful purpose
• Harass, abuse, or threaten staff, tutors, or other students
• Share false or misleading information
• Attempt to gain unauthorized access to our systems
• Upload viruses, malware, or harmful code
• Violate intellectual property rights
• Engage in any activity that disrupts our services

8.2 Consequences of Violations

Violations may result in:

• Immediate suspension of platform access
• Termination of enrollment without refund
• Legal action where appropriate

9. Data Protection and Privacy

Your personal data is processed in accordance with our Privacy Policy. By using our services, you consent to data processing as described in that policy.

We use data to deliver programmes, communicate with you, improve services, and comply with legal obligations. You have rights under the UK GDPR, including the right to access, correct, and delete your data.

10. Limitation of Liability

10.1 Educational Services Disclaimer

While we strive for excellence, we do not guarantee:

• Specific academic outcomes or examination results
• Admission to educational institutions
• Job placement or career advancement
• Fluency within a specific timeframe

Learning outcomes depend on individual effort, prior knowledge, attendance, and engagement.

10.2 Liability Limits

To the fullest extent permitted by UK law:
We are NOT liable for:

• Indirect, consequential, or incidental losses
• Loss of income, profits, business, or opportunities
• Data loss (ensure you back up your work)
• Issues caused by third-party platforms (e.g., Notion downtime)
• Losses resulting from student non-attendance or disengagement

Our total liability is limited to:
The total fees you paid for the specific programme in question.

10.3 Exceptions

Nothing in these Terms excludes or limits liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Any liability that cannot be excluded under UK law

11. Force Majeure

We are not liable for failure to perform our obligations due to circumstances beyond our reasonable control, including but not limited to:

• Natural disasters, pandemics, and public health emergencies
• War, terrorism, civil unrest
• Government restrictions or legal prohibitions
• Strikes, labor disputes
• Failure of telecommunications or internet services
• Failure of third-party service providers

In such events, we will make reasonable efforts to resume services and may offer alternative delivery methods or rescheduling.

12. Testimonials and Marketing

12.1 Use of Testimonials

With your consent, we may use your feedback, testimonials, and success stories in our marketing materials (website, social media, brochures). You may withdraw consent at any time.

12.2 Photography and Recording

By attending in-person sessions or events, you consent to photography or video recording for marketing purposes unless you opt out in writing.

12.3 Anonymous Data

We may use anonymized data (e.g., "95% of students improved their writing") for marketing and quality assurance.

13. Third-Party Services and Links

13.1 Third-Party Platforms

Our services integrate with third-party platforms (Notion, payment processors, and video conferencing). Your use of these platforms is subject to their own terms and conditions. We are not responsible for third-party service failures or data breaches.

13.2 External Links

Our website may contain links to external sites. We do not endorse or take responsibility for the content, privacy practices, or availability of third-party websites.

14. Corporate Clients and Group Bookings

14.1 Corporate Agreements

Corporate clients may enter into separate training agreements with customized terms regarding:

• Group pricing and volume discounts
• Payment schedules and invoicing
• Customized training content
• Reporting and progress tracking

14.2 Employer-Sponsored Students

Where an employer sponsors a student, payment responsibility lies with the employer unless otherwise agreed. Students may be held liable if the employer's payment defaults.

15. Certificates and Credentials

15.1 Certificate Issuance

Students who successfully complete programme requirements (attendance, assessments, participation) will receive a Certificate of Completion.

15.2 Certificate Standards

Certificates confirm participation and completion, but are not:

• Accredited qualifications (unless explicitly stated)
• Recognised by official examination boards (e.g., IELTS, TOEFL)
• Guarantees of university admission or employment

15.3 Replacement Certificates

Lost certificates may be reissued for a fee of £25.

16. Complaints and Dispute Resolution

16.1 Complaints Procedure

If you are dissatisfied with our services:

1. Informal Resolution: Contact your tutor or programme coordinator
2. Formal Complaint: Email complaints@citylanguagehub.co.uk with details
3. Review: We will acknowledge within 5 business days and investigate within 15 business days
4. Response: We will provide a written response with a proposed resolution

16.2 Escalation

If unsatisfied with our response, you may escalate to senior management or seek external mediation. 

16.3 Governing Law

These Terms are governed by the laws of England and Wales. Disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

16.4 Alternative Dispute Resolution

We are committed to resolving disputes amicably. You may also access the Online Dispute Resolution platform provided by the European Commission at http://ec.europa.eu/consumers/odr (if applicable). 

17. General Provisions

17.1 Entire Agreement

These Terms, together with our Privacy Policy and any enrollment agreement, constitute the entire agreement between you and City Language Hub.

17.2 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force.

17.3 Waiver

Our failure to enforce any right or provision does not constitute a waiver of that right.

17.4 Assignment

You may not transfer your rights or obligations under these Terms without our written consent. We may assign our rights to a successor organization.

17.5 Notices

All formal notices must be sent in writing to:
City Language Hub, Ground Floor Unit H1, Moorfoot House, 221 Marsh Wall, London, E14 9FJ
Or by email to: info@citylanguageschool.co.uk

17.6 Language

These Terms are written in English. Any translations are for convenience only; the English version prevails in case of conflict.

18. Contact Information

For questions about these Terms and Conditions:

Email:  info@citylanguageschool.co.uk

Address: City Language Hub, Ground Floor Unit H1, Moorfoot House, Meridian Gate, 221 Marsh Wall, London, E14 9FJ

Phone: 044 448 5545