General conditions

Only the French version has a legal value and the translated text is only indicative.

General

1°a. These general sales conditions cover all relations between CLL and its clients, except where a specific exemption has been made and accepted in writing by CLL. Simply by placing an order, the client adheres to these general sales conditions, surrendering general and specific conditions included in his own purchase orders, in his letters or on his sales documents, even if these were drawn up by hand prior to or after our documents were drawn up.

1°b. – The word “class” used in these conditions represents a training unit on a given date for a given number of hours (eg. a class of 2 hours organized on 29 February from 09.00 to 11.00). The word “session” used in these conditions means a complete programme of classes (eg. a session of 30 hours of level A2 English classes, starting on the 22 January and ending on 12 April).

- The term “force majeure” is understood to mean any insurmountable and unforeseeable circumstance, independent of the will of whoever invokes it and of which the consequences could not have been avoided in spite of any diligence applied, such as strikes, teachers falling ill or climatic events).

2° CLL brochures/internet products have been drawn up in good faith according to the data available while they were being produced. The client will be advised of any possible errors or amendments in the form of an erratum or notice of change.

In some circumstances, CLL may be forced to temporarily or definitively remove a given class formula, but would still be able to offer the client an alternative.

3° The client must provide CLL with all the required information specifically asked of them or which could reasonably influence the successful completion of their training. If the client supplies incorrect information that leads to additional costs being incurred for CLL, these costs will be charged to them.

4° CLL may charge to the client’s account any costs that result from amendments made by the latter to their initial reservation.

Registration

5° Upon registration, the client is definitively and irrevocably committed to CLL, independently of any deposit payment being made and subject to articles 8º and 9º hereafter.

6° Registration for a training programme may be made by telephone, e-mail or in a CLL Centre. On receipt of registration, the client will receive by return a confirmation of their registration by a hand delivered document, by post or by e-mail. Registration as detailed in this confirmation means the client is bound to follow training during this period and at the times specified in this document.

7° The client may register by accessing the CLL website (www.cll.be). In this case, by confirming their reservation, the client undertakes irrevocably to follow the selected training

session, subject to the cancellation option provided in article 8. As soon as his registration is received, the client will receive confirmation of his registration by return e-mail. Registration as set out in this confirmation e-mail means the client is bound to follow the training during the period and at the times specified in this document.

Cancellation

8°a. Registration cancellations must always be made by registered mail, or in person by the client at the Centre reception or where he was to carry out his training (and where he will sign a cancellation document).

Except in case of force majeure, cancellation fees are set as follows:

• Cancellation more than 31 days before training: 8% of the training price.
• Cancellation between 31 and 22 days before training: 15% of the training price.
• Cancellation between 21 and 15 days before training: 30% of the training price.
• Cancellation between 14 and 8 days before training: 50% of the training price.
• Cancellation between 7 days and 1 day before training: 75% of the training price.
• Cancellation on the day of the class or no show on the day: 100% of the training price.

8°b. Where they have opted for cancellation insurance, the client still remains liable for payment of 100% of its premium.

8°c. If the training was purchased on the CLL website, the client is entitled to notify CLL that he is giving up the purchase, without penalties and without giving a reason, within 14 calendar days starting from the day after the day the service contract was drawn up. This notification is only done by registered letter sent to the CLL head office. In this case, if a payment has been made, it will be refunded in full.

This right to withdraw cannot be invoked if the training that was ordered starts before the end of the 14 day cooling off period.

In the case of a cancellation that occurs after the 14 day period mentioned above, the cancellation costs provided in point 8ºa above are applicable.

8°d. Regarding à la carte formulae and private classes at variable times, any class not deferred at least one working day before the set appointment will be considered as given and therefore invoiced. In order to be valid, the deferral of a class must absolutely be made in writing more than 24 hours before the start of the class, using the e-mail address report@cll.ucl.ac.be (or by fax, contacting the CLL unit responsible for organising classes). This possibility to defer without incurring costs is valid for a maximum of four occasions for each session of classes ordered. After four deferrals, any deferred class will be invoiced.

Adapting training conditions

9° In the case where the number of persons registered for training is below the minimum number as shown in the programme published on the website or in the CLL brochures, or in the case of a significant change in dates or in the number of hours provided for training, CLL reserves the right, except where the parties agree otherwise, to cancel the session in exchange for a full refund of the amount paid by the client for this session.

Registration fees

10° Prices given in the CLL brochure are inclusive of all taxes.

11° Registration fees are payable no later than on the first day of the session. CLL reserves the right to refuse access to the class for any person who has not paid the balance of his registration fees, without prejudice to CLL for claiming payment of the full amount of registration fees.

12° CLL invoices are payable on receipt. Any sum remaining unpaid on its due date will be increased, by law and without prior notice, by interest on arrears at a rate of 1% per month, together with a fixed penalty of 10% with a minimum charge of €40.

13° Except in a case of duly proven force majeure, anyone who abandons a session will still be liable for payment of full registration fees related to that session.

14° In cases where public authorities are involved in paying registration fees, in particular by means of training vouchers, language vouchers and entrepreneur portfolio (KMO portfolio in the Flemish region), this must be specified at time of registration and must be done according to the rules in force. The client must bring proof of the participation before the start of the training and remains liable for payment of the full registration fees should this participation fail to be granted. This participation cannot be used for classes that are subject to promotional offers or a reduction in price.

Payment by instalments

15° CLL offers the option of paying for some class sessions in instalments according to a set payment schedule. This possibility is offered at no additional cost and only in cases where payment is made by credit card. The client who chooses this possibility undertakes to respect his obligation to pay by instalments and will not ask his credit card provider to block part payments still due to CLL. In cases of failure to comply, CLL will apply a supplement of €40 for administrative costs, without prejudice to it for claiming the whole payment of the amounts that remain due.

Participation in classes

16° The premises and equipment made available to participants in the context of their classes must be used responsibly. Any damage will be charged to the person who has been negligent.

17° CLL reserves the right to prevent a person from accessing a class where his behaviour prevents other group members, or other CLL clients from following their class in a normal manner. Any exclusion for disciplinary reasons will be made without refund or compensation.

Reserving accommodation

18° Any request to reserve accommodation will only be confirmed in exchange for payment of the full amount of rental fees. For any cancellation taking place before the start of the rental period, 50% of the total rental cost will still be due. If cancellation takes place after the start of the rental period, the full amount will be due.

Client responsibility

19° The client is accountable for any damage caused to CLL, to its staff and/or its representatives by his misconduct or following a breach of his contractual obligations. Misconduct is considered in reference to the normal behaviour of a person taking part in the training.

Complaint procedure

20°a. Before training starts:

If the client has a complaint before training starts, he must advise CLL of it quickly by registered letter or a letter with recorded delivery, to the address shown in point d. of this article.

20°b. During training:

Complaints occurring during the contract period must be made as quickly as possible in order that a solution may be sought. For this purpose, the client will address the Manager of the CLL Centre where he is carrying out his training (classes in Centres), a representative of CLL Business or a representative of the company or institution that is organizing the training (in-house classes), or go direct to the CLL Quality Manager. The complaint must be made in writing and at least include the solid elements on which it is based.

20°c. After training:

Complaints that are impossible to make during training, or which have not been satisfactorily resolved during training, must be made no later than one week after the end of training to CLL, either by registered letter, or in writing with recorded delivery. Any complaint made after this period will be inadmissible.

20°d. Details for the CLL Quality Manager: CLL Language Centres – Quality Manager – Voie Cardijn 8 – B-1348 Louvain-la-Neuve. E-mail: quality@cll.ucl.ac.be

Special conditions: Companies and Institutions

21° The order for training is made by e-mail. On receipt of his order, the client will receive an order confirmation in writing. On receipt of this confirmation, the client has a period of 48 working hours to make any changes to his initial order. After this period, the order is considered as definitive and the client is committed to CLL.

22° Where there is no specific procedure for the client, specified

in a tender document or purchase order, any order for classes will be subject to an invoice for the full order amount and this is to be paid in advance.

23° CLL invoices are payable on receipt. Any sum remaining unpaid when it is due will be subject to an increase, by law and without prior notice, of interest on arrears at a rate of 1% per month, as well as a fixed compensatory amount of 10% with a minimum amount of €40.

24° Cancellations of ordered sessions of classes must always be made by registered mail to CLL.

Cancellation fees are set as follows:

• Cancellation between 31 and 22 days before scheduled training:15% of training price.
• Cancellation between 21 and 15 days before scheduled training: 30% of training price.
• Cancellation between 14 and 8 days before scheduled training: 50% of training price.
• Cancellation between 7 days and 1 day before scheduled training: 75% of training price.
• Cancellation from the 1st day of training: 100% of training price.

25° Any class that is not deferred at least one working day before the original set time will be considered as having been given and therefore will be invoiced. In order to be valid, the deferral of a class must absolutely be made in writing more than 24 hours before the start of the class, using the e-mail address cancel@cll.ucl.ac.be. This possibility to defer at no cost is valid for a maximum of four times per session of classes ordered. After four deferrals, any deferred class will be invoiced.

26° Any change by the client to dates, times and/or frequency of sessions initially accepted by the client will incur an automatic withdrawal of one hour from the number of hours that remain to be provided, to cover administrative costs.

27° Methods for deferring training are to be notified to CLL on placing the order. Failing that, the standard CLL procedure will apply.

Special conditions: Linguistic stays

28° All registrations are confirmed to the client within 7 days of receipt. If the chosen session of classes is not available, CLL will propose an equivalent alternative. In case of registration within 2 weeks or less of departure, additional last minute costs of €30 will be invoiced. For stays outside the Euro zone, the price of the stay is shown in local currency and is converted into Euros on the day the invoice is issued. International banking charges of €15 are invoiced for bank transfers carried out by CLL to its partner schools outside the Euro zone.

29° All reservations are subject to an advance payment of 30% of the full cost of the course as a deposit. The balance must be paid in full no later than 4 weeks before the course starts. Any reservation made less than 6 weeks before the start of the course is subject to full payment of the cost of the course.

30° Any change of reservation made before departure is subject to payment of a fee of €30 to cover administrative costs. A change of place for the course is considered as a cancellation under conditions set out in point 31.

31° Any cancellation of a linguistic stay must be made by registered mail to CLL.

Cancellation fees are set as follows:

• Cancellation more than 31 days before the stay: €50 fixed administration costs.
• Cancellation between 31 and 22 days before the stay: 15% of the price of the stay.
• Cancellation between 21 and 15 days before the stay: 30% of the price of the stay.
• Cancellation between 14 and 8 days before the stay: 50% of the price of the stay.
• Cancellation between 7 days and 1 day before the stay: 75% of the price of stay.
• Cancellation on the same day as the stay begins, no show or early return: 100% of the price of the stay.

32° Travel insurance – cancellation costs may be covered for all our stays with “La Compagnie Européenne,” (The European Company). In case of inability to travel (illness, accident, death of a close relative, commencing or losing a job, examination re-sit etc for the client), this insurance covers the client personally against cancellation fees. By taking out this insurance policy on registration, the client accepts the insurance conditions of “La Compagnie Européenne”.

33° The client is responsible for all the necessary measures for travel (customs, insurance, passport, visa etc). CLL or its partners cannot be held responsible for the client’s failure to comply with the legal obligations of the host country.

34° CLL and its partner schools reserve the right to refuse registration or send a participant back without refund if his behaviour damages the smooth running of a school. All costs connected to the halt in service provision are the responsibility of the participant, his parents or his legal guardian. The participant or his legal representative is responsible for damage or losses caused during his stay.

35° CLL reserves the right to change prices where unforeseeable changes in financial conditions connected to the reserved stay occur. If the increase exceeds 10% of the set amount confirmed by CLL, the client has the right to cancel his contract at no cost. This cancellation must take place by registered mail within 10 days of the change in price being notified.

36° Except where indicated otherwise in the confirmation of stay, excursions, costs of examinations or teaching materials are not included and must be paid direct on site. Local or national public holidays do not give rise to any refund or compensation.

37° Complaints that occur whilst the course is going on must be made as quickly as possible on site, in an appropriate manner and must be proven in order that a solution may be sought. For this purpose, the client will address a representative of the school where the course is taking place and/or the CLL manager who is handling his file. If the problem cannot be sorted out directly, the client may send a written complaint to CLL, by registered mail, no later than 30 days after the end of the course. Any complaint sent after this period will be inadmissible.

Various

38° Some data taken from the registration form will be included in the CLL client file and may be used by some CLL partners. The client may have his personal data sent to him by CLL by sending an e-mail containing his client number to the address info@cll.ucl.ac.be. He may have incorrect data corrected and/or withdrawn from these data on file.

39° Except where the client has made a declaration to the contrary, in writing to CLL, before the start of his training, testimonials, films or photos concerning him, mentioning him or presenting him in the context of his training, may be used for promotional purposes, regardless of the form or medium such actions may take.

40° These general sales conditions are subject to Belgian law. In case of any dispute, only the magistrate of the 2nd canton of Wavre and the courts of the judicial area of Nivelles are deemed competent.