Terms and Conditions

Thank you for choosing to study at Live Language. We hope that you will learn a lot from your studies here, and that you will enjoy coming to English classes. Please take a few minutes to read the basic terms and conditions of study here.

You must agree to the Terms & Conditions before a booking can be accepted.

Office Hours:

Monday – Friday 8:30 – 1.30 pm

Acceptance

By using the services provided by Live Language, you agree, without limitation or qualification, to be bound by, and to comply with, these Terms & Conditions.

School Holidays in 2023

Live Language is not open on Saturdays or Sundays or on these UK public holidays.

Christmas 2022: From 24th December 2022
New Year: Until 9th January 2023
Easter: Friday 7th April and Monday 10th April
Monday 1st May
Friday 29th May
Monday 25th September
Christmas: 23rd December – 7th January 2024 (School reopens on 8th January 2024)

You cannot get a refund for these days.

Booking a course

Payment

You must pay the total fees for your course at least 4 weeks in advance before the start of your course or the time of booking where the period between the date you book and the start of your course is less than 4 weeks. If you fail to do this, your booking will be cancelled or charged at the highest rate.

Discounted rates are given for longer courses. To receive any discount, course fees must be paid by the start of your course. If the course is curtailed for any reason, you will be re-invoiced at the higher rate.

A non-refundable registration fee is charged the first time you book Live Language course. This fee is not charged when you book your course again.

Registration fees are non-refundable. However, if we are unable to offer you a place on a course, we will refund any fees you have paid including the deposit and registration fee, less bank charges.

Fees are paid in Sterling (GBP) at the time of payment.

Please add £20 to your total fees to cover bank charges if you pay by international bank transfer.

Sponsored students must complete the period in their Financial Guarantee.

Sponsored students without a Financial Guarantee are responsible for all fees.

Accommodation Booking

A non-refundable arrangement fee is charged at every time you book or extend your accommodation booking. When we receive the fee Live Language will start to check the availability. Live Language will not start booking your accommodation unless the fee is paid.

To accept our offer of accommodation, you must pay for your full stay or at least 2 weeks of accommodation. Without this payment accommodation booking will not be confirmed.

Please remember that we need at least 2 weeks to arrange the accommodation.

You must pay the total fees for your accommodation at least 4 weeks in advance before the start of your course or the time of booking where the period between the date you book and your arriving date is less than 4 weeks. If you fail to do this, your booking will be shortened to the number of weeks you have paid.

Homestay and residential accommodation start on the Sunday before your course starts and finish the Saturday after your course ends (unless previously arranged and agreed to by Live Language).

You must vacate your bedrooms by 12pm.

You must pay for any damage you cause to your accommodation.

Changing your booking before the start of the course:

You must inform Live Language in writing if you change your booking before your course starts. If you fail to do this you will be charged to the week you inform Live Language.

Changing details of your booking will result in a £25 changing fee charge.

Sponsored students must complete the study period in their Financial Guarantee.

Cancelling your booking before the start of the course:

More than two weeks’ notice – All tuition, accommodation and transfer will be refunded. *

Less than two weeks’ notice – 2 weeks fee will be retained by Live Language and other fees will be refunded. *

* Registration fee and accommodation arrangement fee are non-refundable.

Private and Semi-Private Lessons

Cancellation or postponement of private or semi-private lessons must be made in writing and within office hours at least 24 hours in advance of the lesson start time. The booked lesson fee will be charged if Live Language is not given this notice.

Private lesson = 1 teacher, 1 student
Semi-Private lesson = 1 teacher, 2-3 students

Refund Policy

A good student insurance policy will refund the remaining fees if you have to go home early for a medical or other serious reason. We strongly advise all students to take out insurance.

Under this policy, you may cancel your purchase of the course within the period of 14 calendar days from the date on which the contract of purchase is concluded. This is called a “Cancellation Period”. Note that if you redeem your voucher during the Cancellation Period, you expressly request us to begin providing the course materials and you acknowledge that you lose your right to cancel the purchase of the course and get any refund for it.

Fees will not be refunded or credit will not be offered once the course has started, except:

– in the case of visa refusal. Live Language will refund the fees and deposit (less any bank charges) when the student informs us of the refusal before the course has started and sends us the original letter of refusal, issued by the British Embassy/Immigration Department. The Registration fee is not refunded.

– If we cannot offer a place on the course. In that case, all fees will be returned including Registration Fee.

Course fees are not transferrable.

Deposits are not refunded until Live Language receive the payment from your sponsor.

Insurance

Courses are undertaken at your own risk. Live Language cannot be held liable for damage or accident to your persons or property. You are recommended to take out personal insurance before departure to cover yourself for this and if you unexpectedly finish your course early.

Starting Classes

When you register at Live Language you will be given a Letter of Acceptance or Student Confirmation with a starting date and time. This starting date cannot be changed without express permission from Live Language. In the case of visa delay, the proposed course cannot be guaranteed after the agreed starting date and student will need a new Letter of Acceptance.

If you miss the staring date without communication with Live Language, you will need a fresh application for your new starting date and a new Letter of Acceptance.

You must book your course before you start the class. If you do not tell us that you will start a class, and come to the school without telling us first, you cannot start the class that day.

Courses

Live Language has the right to cancel any class which has not met the minimal class number criteria.

The first day of your course will consist of a language test and speaking interview – the normal amount of hours will not be taught due to this.

In busy times, the maximum class size is 14 but is usually 12. The minimum class size is 5 students.

All courses should be completed within the agreed and specified time.

Changing classes

If you want to change class, for whatever reason, you should speak to your teacher or make an appointment with the Senior Teacher. The final decision to move a student to a new level lies with the Director of Studies.

Shortening the course

You must inform Live Language in writing if you shorten your booking at least 2 weeks before your leaving date. Live Language is not able to prepare your leaving report or certificate without this notice. Your official leaving date will be 2 weeks on Friday from the date you write to us. There is no refund if you shorten your course.

Absence

Student absence, for whatever reason, will not be rewarded by any of extension for course or refund. The Live Language Attendance Certificate will not be awarded in case of repeated absenteeism. If you are absent for more than 3 days, you must provide a doctor’s certificate or a written statement to explain the reason why you have been absent. If your attendance drops below 80% you will be asked to attend a meeting with the Senior Teacher and you may be asked to leave your course.

Holidays

If you study more than 12 weeks in a full-time course and want to take a holiday during your course, you must submit a Student Holiday Request form at least 2 weeks before the start of the holiday. You may take a maximum of 2 weeks holiday within a 12 weeks block. Holidays are from Monday to Friday (5 days) and not individual days. The course fees will not be refunded but the weeks missed will be added to your course.

Attending the course

Materials and Examination fees

You will borrow the textbook for class and you have to return the book when you leave or move to a different class. If you want to buy the book, you can ask at Reception.

Course materials, examination fees, and the cost of activities and excursions are not included except where specifically stated. The company will not refund any money to a client who applies for a course requiring a specific level and is then found to be unable to join the course after the initial level test. In this case, the client will be offered a suitable alternative by the school and any difference in price (if the alternative course less expensive) will be refunded by Live Language.

Activities and Excursions

The costs of excursions are not included in the English course fee, some typical costs for the Social Programme activities are indicated below:

Arran island trip £30
Loch Ness trip £40
Edinburgh trip £14
Ceilidh night £8
Bowling night £10

Length of Contract

All courses should be completed within the agreed and specified time.

Sponsored students must complete the study period in their Financial Guarantee.

Obligation of communication

You must inform Live Language if there are any changes to your schedule at least 2 weeks in advance.

If you miss the starting date without any communication with Live Language, you will be charged your course fee from the scheduled starting date. This also applies to visa refusal cases.

You have to tell us if you change any of your contact details.

Attitude

All students are expected to behave with responsible attitudes and treat fellow staff, school property or fellow students with respect.

We expect students to behave appropriately at all times (including when online or using any form of messaging or social media) towards other students and school staff and to respect cultural, racial and religious differences. We expect all students to uphold the core British values of democracy, individual liberty, tolerance, and the rule of law.

Live Language is committed to safeguarding and promoting the wellbeing of children and young people and expects all students to do the same.

Ignoring school guidelines may result in expulsion without a refund of course fees.

Conditions and Procedures of Expulsion from Live Language

A student may be expelled at any time, without refund, if the School Director is reasonably satisfied that the student’s conduct (whether on or off the premises or in or out of term time) has been prejudicial to good order or School discipline or to the reputation of the School. The School Director will act fairly and in accordance with the procedures of natural justice and will not expel student other than in grave circumstances. The deposit will not be refunded in the case of expulsion. The decision to request the removal of a student and the manner and form of any announcement shall be at the sole discretion of the School Director. A student who has been excluded, suspended or removed from the School for any reason shall not be re-admitted without permission from the School Director. In the event of expulsion or of a students’ removal or expelled from the School has no right to enter the School premises without the written permission of the School Director.

Complaints Procedure for students

We want to:

Give your best possible customer service
Find the best way to help you quickly, confidentially and in a positive way
Understand everything correctly, tell you what is happening and what we do to help you
Be equal and fair with everyone, both students and Live Language staff
Deal with any complaints according to the law, British Council requirements and Live Language’s policies
Resolve any complaints within 14 days of the complaint first being raised with us

Steps

If you are not happy about a person who works in the school, a school service or a school facility, please ask anyone at reception for help. They will tell you who will help you – either the Director of Studies, or the School Director.
We will then give you an appointment to discuss your problem. We will try to help you informally first. We can usually solve problems quickly and informally.
If the problem is serious or if you want to make a formal complaint, we will ask you to give us your complaint in writing.
We will tell you what we are going to do.
After we have looked at the complaint and tried to solve the problem, we will meet with you and discuss what we have done. We will give you a written report. We hope you will be happy with the result at this point.
If you are still not satisfied, we will try again to help you by reviewing our staff, services or facilities. Then we will meet you again and tell you what we have done, and give you a final report.
If you are still not satisfied but we have done everything possible to help, we will tell you in writing how you can make a complaint outside the school.

Please note that we do not accept complaints received after the student has returned to their own country.

Computer Use

You may use the computers provided by Live Language for your own use. Inappropriate use of the Live Language computers may result in you being asked to leave the school without a refund of their course fees.

Links to third party sites

Any other web sites that are accessible via any link on this site are not under the control of Live Language. Live Language is not responsible for the contents of any linked site or any link contained in a linked site, or any changes or updates to the information contained in such sites. Live Language provides the linked sites to you only as a convenience and the inclusions of any such link on the Site does not imply Live Language’s endorsement of the site, the organisation operating such site, nor any products or services of that organisation. linking to any off-site pages or other sites is entirely at your own risk.

Privacy Policy

Live Language is committed to preserving the privacy of all visitors to its website. Please read the following privacy policy to understand how we use and protect the information that you provide to us. This policy may change, so we recommend that you check it from time to time.

What does Live Language use this information for

We use the information we collect about you to enable us to contact you where necessary. For instance, if you have registered to take a language test or have requested information regarding the services that we provide.
We may email you regarding your current course such as dates, changes in your class, cancellations, activities related to it, next term course information, requested feedback, classroom changes and payment.
We also use and analyse the information we collect and feedback so that we can administer, support, improve and develop our business. In particular, we may use your information to contact you for your views on our services and to notify you occasionally about important changes or developments to the website or our services if you have provided consent.
If you have consented, we might also use your information to let you know about other products and services which we offer which may be of interest to you.
If you change your mind about being contacted in the future, please let us know by emailing [email protected] or writing to Marketing, Live Language, 10 Somerset Place, Glasgow, G3 7JT, Scotland, UK or calling us on : +44(0) 141 221 0793

Disclosure of your information

Live Language requires to process data about students in order to carry out normal administration and for tax purposes. When you register with Live Language you will be giving us permission to process data about you.
If your fees are paid by a third party, such as a parent, spouse, employer or government, Live Language may be required to supply these parties with information regarding level, progress and attendance.
Live Language will not share, sell or rent your information to any other third party.
Live Language may contact you regarding payments

How long will we store your information?

Live Language will keep your general data for two years since you have finished your course for administrative purposes.
For tax purposes your transaction number and your name only will be kept for 6 years.

Updating and correcting or deleting your information

If you change address or if any of the other information that we hold about you is inaccurate or out of date, please let us know by emailing us at [email protected] or writing to Marketing Live Language, 10 Somerset Place, Glasgow, G3 7JT, Scotland, UK or calling us on +44(0) 141 221 0793. with the correct details.
If you no longer wish to receive correspondence from us, please contact us at either of the addresses or the given telephone number to inform us of this and we will remove your details from our records.

Force Majeure

Live Language will terminate the performance of its obligations when certain circumstances beyond their control arise, making performance inadvisable, commercially impracticable, illegal, or impossible.

Events include adverse weather warnings, war, riots, fire, flood, hurricane, typhoon, earthquake, lightning, explosion, strikes, lockouts, slowdowns, prolonged shortage of energy supplies, and acts of state or governmental action prohibiting or impeding any party from performing its respective obligations under the contract.

Terms & Conditions for Sponsored Students (EFL)

You can find the Arabic version here.

School Holidays in 2023

Live Language is not open on Saturdays or Sundays or on these UK public holidays.

Christmas 2022: From 24th December 2022
New Year: Until 9th January 2023
Easter: Friday 7th April and Monday 10th April
Monday 1st May
Friday 29th May
Monday 25th September
Christmas: 23rd December – 7th January 2024 (School reopens on 8th January 2024)

You cannot get a refund for these days.

Booking a course

Payment

– To pay a lower price for your course, you have to pay 4 weeks before your booking starts. (If you make a last-minute booking, please pay at the time of booking).

– If you pay after your course starts, you will have to pay a higher price and get no discount.

– You must pay a registration fee when you first book a course. You pay this once only.

– Please add £20 to the total fees if you are paying by international bank transfer.

Sponsored Students

Sponsored students must complete the period in their Financial Guarantee.

Sponsored students without a Financial Guarantee are responsible for all fees.

Accommodation booking

– You must pay the accommodation arrangement fee every time you book accommodation. We will refund this ONLY IF we can’t find you accommodation.

– Please remember that we need at least 2 weeks to arrange the accommodation.

– You must pay at least 2 weeks to make a booking. We can’t book you accommodation without this.

– You must pay all accommodation fees 4 weeks before your booking starts. (If you make a last-minute booking, please pay at the time of booking).

– Check in – Sunday Check out – 12pm on Saturday

– You must pay for any damage to the accommodation.

Changing your booking (Before you arrive)

– You must tell us if you are not going to arrive on the date of your booking. There is a £25 changing fee if you change your booking.

Cancelling your booking (Before the start of your course):

– More than 2 weeks’ notice – All course fees, accommodation and transfer will be refunded.*

– Less than 2 weeks’ notice– 2 weeks fee will be retained by Live Language and other fees will be refunded.*

* Registration fee and accommodation arrangement fee are non-refundable.

Private and Semi-Private Lessons

– You have to pay for your Private/Semi-Private lessons if you cancel less than 24 hours before the class.

Private lesson = 1 teacher, 1 student Semi-Private lesson = 1 teacher, 2-4 students

Refunds (after you start your course)

A good student insurance policy will refund the remaining fees if you have to go home early for a medical or other serious reason. We strongly advise all students to take out insurance.

– If you stop your course early, your course fees are not refundable under any circumstances.

– We can’t offer credits to students who leave early.

– You cannot transfer your fees to another person or change to private lessons.

– Absence because of an accident or sickness is not refundable.

Courses

– In busy times, the maximum class size is 14 but is usually 12. In very rare circumstances the stated maximum class size might be exceeded. If this does happen, it will only be by one person and for a very limited period.

– If your English level is not suitable for the course you have booked, we will have to move you onto a different course.

– Your teacher(s) will change during your course. This will let you learn from different teaching styles and accents.

Changing classes

– If you want to change class, for whatever reason, you should speak to your teacher or make an appointment with the Senior Teacher. The final decision to move a student to a new level lies with the Director of Studies.

Attendance / Absence

– You will only progress if you attend your classes. We want students to be serious about their course so you are not allowed in class if you are late.

– We can only extend your booking if you have a medical certificate from a doctor.

– If you miss a lesson, without a medical certificate, we cannot give a refund or allow you to take the lesson at another time.

We will inform your sponsor regularly about your attendance.

– If you are asked to leave the school for poor attendance or conduct, your fees will not be refunded, and you will not be allowed to stay in a Live Language accommodation.

Holidays

You can take 2 weeks holiday for every 12 weeks you study. You have to apply 2 weeks before the start of your holiday or your course won’t be extended. Holidays are from Monday to Friday (5 days) and not individual days.

Sponsored Students: You will be marked as absent if you don’t put in a holiday request form, and your attendance will go down.

Attending the course

Materials and Examination fees

You will borrow the textbook for class and you have to return the book when you leave or move to a different class. If you want to buy the book, you can ask at reception.

Exam fees are not included in your course fees.

Contact information

You have to tell us if you change any of your contact details.

Conduct

Live Language reserves the right to ask a student to leave the school or accommodation without refund in the event of misconduct or poor attendance.

Complaints Procedure for students

We do not accept complaints received after the student has returned to their own country.

If you have concerns about any aspect of your course, we are happy to discuss these with you.

1. Courses:

Please note, the school requires minimum 5 students to start a Foreign Language class. Live Language reserves the right to cancel any course which does not meet the minimum number of students. However, if a class does not have 5 participants, students will be given the following options to enable them to continue studying:

5 students: full 24 hours (12 weeks X 2 hours), in case of online courses: full 12 hours (6 weeks X 2 hours)
4 students: 20 hours (10 weeks X 2 hours), in case of online courses: 10 hours (5 weeks X 2 hours)

If you have joined the wrong level and would like to change to another confirmed class with your level, you have one week to notify your teacher to change your booking and class.

All courses should be completed within the agreed and specified time.

Late deadline to join the course by the 3rd week of the term.

Please feel free to inform us ([email protected]) if you have missed a class and would like a copy of the material.

School Holidays in 2023

Live Language is not open on Saturdays or Sundays or on these UK public holidays.

Christmas 2022: From 24th December 2022
New Year: Until 9th January 2023
Easter: Friday 7th April and Monday 10th April
Monday 1st May
Friday 29th May
Monday 25th September
Christmas: 23rd December – 7th January 2024 (School reopens on 8th January 2024)

2. Fees:

A student’s place on the course is confirmed on receipt of the course fees paid in Sterling (GBP) at the time of booking. Course Fees should be paid by the application deadline.

Private and semi-private lessons booked must be paid for in advance and can be taken at any time within a year.

A one-off Registration Fee of £24 (£12 in case of online courses) per student is payable to Live Language.

Pro rata payments are not available, even if a student joins late.

3. Refund Policy:

Live Language will not refund any money to a student who has booked a course once the class has been confirmed and started. Credit will only be offered to students who can provide a medical certificate and circumstances are examined on a case-by-case basis. Credit will be considered from the day you inform. Any credit given can only be used on the same type of course.

Registration Fees are non-refundable. However, if the minimum number of 5 students is not met for the course, a refund will be processed for your class payment including registration fee.

Student absence, for whatever reason will not be rewarded by any amount of extension for the course or refund.

4. Cancellation or Postponement of Private Lessons:

Cancellations of Private/Semi-Private/Catch-up lessons less than 24 hours before the scheduled time will be charged for a full time of the lesson.

5. Complaints Procedure for Students:

We want to:

Give you the best possible customer service
Find the best way to help you quickly, confidentially and in a positive way
Understand everything correctly, tell you what is happening and what we will do to help you
Be equal and fair with everyone, both students and Live Language staff
Deal with any complaints according to the law, British Council requirements and Live Language’s policies.
Resolve any complaints within 14 days of the complaint first being raised with us.
If you are not happy about a person who works in the school, a school service or a school facility, please ask anyone at reception for help. They will tell you who will help you – either the FL Director of Studies (FLDoS), or the School Director (SD).
We will then give you an appointment to discuss your problem. We will try to help you informally first. We can usually solve problems quickly and informally.
If the problem is serious or if you want to make a formal complaint, we will ask you to give us your complaint in writing.
We will tell you what we are going to do.
After we have looked at the complaint and tried to solve the problem, we will meet with you and discuss what we have done. We will give you a written report. We hope you will be happy with the result at this point.
If you are still not satisfied, we will try again to help you by reviewing our staff, services or facilities. Then we will meet you again and tell you what we have done, and give you a final written report.
If you are still not satisfied but we have done everything possible to help, we will tell you in writing how you can make a complaint outside the school.

6. Privacy policy:

What does Live Language use this information for

We use the information we collect about you to enable us to contact you where necessary. For instance, if you have registered to take a language test or have requested information regarding the services that we provide.
We may email you regarding your current course such as dates, changes in your class, cancellations, activities related to it, next term course information, requested feedback, classroom changes and payment.
We also use and analyse the information we collect and feedback so that we can administer, support, improve and develop our business. In particular, we may use your information to contact you for your views on our services and to notify you occasionally about important changes or developments to the website or our services if you have provided consent.
If you have consented, we might also use your information to let you know about other products and services which we offer which may be of interest to you.
If you change your mind about being contacted in the future, please let us know by emailing [email protected] or writing to Marketing, Live Language, 10 Somerset Place, Glasgow, G3 7JT, Scotland, UK or calling us on : +44(0) 141 221 0793

Disclosure of your information

Live Language requires to process data about students in order to carry out normal administration and for tax purposes. When you register with Live Language you will be giving us permission to process data about you.
If your fees are paid by a third party, such as a parent, spouse, employer or government, Live Language may be required to supply these parties with information regarding level, progress and attendance.
Live Language will not share, sell or rent your information to any other third party.
Live Language may contact you regarding payments

How long will we store your information?

Live Language will keep your general data for two years since you have finished your course for administrative purposes.
For tax purposes your transaction number and your name only will be kept for 6 years.

Updating and correcting or deleting your information

If you change address or if any of the other information that we hold about you is inaccurate or out of date, please let us know by emailing us at [email protected] or writing to Marketing Live Language, 10 Somerset Place, Glasgow, G3 7JT, Scotland, UK or calling us on +44(0) 141 221 0793. with the correct details.
If you no longer wish to receive correspondence from us, please contact us at either of the addresses or the given telephone number to inform us of this and we will remove your details from our records.

7. Additional information

Attitude:

All students are expected to behave with responsible attitudes and treat fellow students, staff and school property with respect. Ignoring school guidelines may result in expulsion without a refund of course fees.

Materials:

Students should buy their own textbooks and stationery. You can find the different textbook information here https://live-language.com/foreign-language-book-list-2017/ . Course materials, examination fees, and the cost of activities and excursions are not included except where specifically stated.

8. Office Hours:

Monday – Friday 8:30 – 1.30 pm

You must agree to the TERMS & CONDITIONS before a booking can be accepted.

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