General Terms and Conditions 

Identity of the association

ASBL CLL - Centres de langues - Voie Cardijn 8 - B-1348 – Louvain-la-Neuve - CBE: 0431.176.282
Tel: +32 (0) 10 47 06 06 - Email: contact@cll.be - Website: www.cll.be Online contact form: https://www.cll.be/fr/contact
Live chat: you have the possibility to receive a transcript of the “chat” exchanges with CLL on the express condition that you provide your email address at the beginning of the conversation.
 
General provisions and definitions
 
1° These general terms and conditions of sale govern all relations between ASBL CLL - Language Centres (hereinafter “CLL”) and its clients, unless expressly and in writing agreed otherwise by CLL. By the mere fact of placing an order, the client adheres to these general terms and conditions of sale, waiving the general and specific terms and conditions mentioned on their own order forms, in their letters or on their business documents, even if these were drawn up by hand before or after the drafting of our documents.
 
2° The word “course” used in these terms and conditions means a training unit on a given date for a given number of hours (e.g.: a course of 2 hours organised on 28 February from 9 am to 11 am).
- The word “session” used in these terms and conditions means a complete programme of courses (e.g.: a session of 30 hours of English courses at level A2, starting on 22 January and ending on 12 April).
 
3° In accordance with article 5.226 of the Civil Code, there is “force majeure” in the event of an impossibility for one of the parties, which cannot be imputed to it (no fault can be attributed to it within the meaning of article 5.225 of the Civil Code), to perform its obligations under the concluded contract. In this respect, account is taken of the unforeseeable and unavoidable nature (the consequences could not have been avoided despite all due diligence) of the obstacle to performance. This includes, but is not limited to, strikes, teachers’ illness, weather events, health crises, wars etc.
 
4° CLL’s brochures / web offers have been drawn up in good faith on the basis of the data available at the time of writing. Any errors or changes will be communicated to the client in the form of an erratum or notice of changes.
 
In certain circumstances (including the occurrence of a case of force majeure within the meaning of article 3°), CLL may be forced to temporarily or permanently discontinue a given course formula, while of course remaining available to propose an alternative to the client.
 
5° The client must provide CLL with all useful information that is expressly requested or that could reasonably influence the smooth running of their training. If the client provides incorrect information that leads to additional costs for CLL, these costs will be charged to them.
 
6° CLL may charge the client for all costs resulting from changes that the latter makes to the initial booking.
 
Registration
 
7° As soon as they register, the client is definitively and irrevocably bound to CLL, regardless of the payment of a deposit and subject to articles 10° and 11° below.
 
8° Registration for training can be done by telephone, email or in one of CLL’s centres. Upon receipt of their registration, the client will immediately receive confirmation of their registration by a document handed over in person, by post or by email. The registration as stated in this confirmation obliges the client to follow the training during the period and at the times specified in this document.
 
9° The client can also register online via CLL’s website (www.cll.be) or one of its associated sites. In this case, by confirming their booking, the client irrevocably undertakes to follow the chosen training session. Once their registration has been validated, the client will immediately receive confirmation of their registration by email. The registration as stated in this confirmation email obliges the client to follow the training during the period and at the times specified in this document.
 
Cancellation
 
10°a. Unilateral termination of registrations for training must always be done either by registered letter, or by email only to the address contact@cll.be, or in person by the client at the reception of the Centre where they were to follow their training (where they will sign their termination document).
 
Except in cases of force majeure within the meaning of article 3°, the compensation for unilateral termination is set as follows:

- Cancellation more than 31 days before the training: 8% of the price of the training;
- Cancellation between 31 and 22 days before the training: 15% of the price of the training;
- Cancellation between 21 and 15 days before the training: 30% of the price of the training;
- Cancellation between 14 and 8 days before the training: 50% of the price of the training;
- Cancellation between 7 days and 1 day before the training: 75% of the price of the training;
- Cancellation on the day of the course or no-show at the course (no show): 100% of the price of the training.

10°b. If the purchase of the training was made at a distance within the meaning of article I.8, 15° of the Code of Economic Law, the client-consumer within the meaning of article I.1, 2° of the Code of Economic Law has the right to notify CLL that they are withdrawing from the contract concluded with CLL and thus cancelling the training. This may be done without penalty and without giving any reason, within 14 calendar days from the date of conclusion of the contract.
 
Before the expiry of the 14-day period referred to in the previous paragraph, the client-consumer shall notify CLL of their decision to withdraw from the contract by email (contact@cll.be).
 
To do so, the client-consumer may:

- Either use the withdrawal form in Annex 1;
- Or make an unambiguous statement setting out their decision to withdraw.

The burden of proof with regard to the exercise of the right of withdrawal lies with the client-consumer in accordance with article VI.49, § 4 of the Code of Economic Law.
 
CLL will then refund all payments received from the client-consumer without undue delay and in any event within 14 days of the day on which it was informed by email (to the address contact@cll.be) of the client-consumer’s decision to withdraw from the contract and thus cancel the training. For this refund, CLL will use the same means of payment as that used by the client-consumer for the initial transaction, unless the client-consumer agrees in writing to another means of payment and provided that this other means of payment does not incur any charges for the client-consumer.
 
In accordance with article VI.46, § 8 of the Code of Economic Law, where the client-consumer wishes to be granted access to the courses during the 14-day withdrawal period, they must expressly request this from CLL and expressly acknowledge that they will no longer have their right of withdrawal once the contract has been fully performed by CLL, i.e. when they have full access to the training for which they have registered.
 
For the purposes of article VI.53, 1° of the Code of Economic Law, CLL fully performs its service as soon as the client-consumer is granted access to the training for which they have registered.
 
10°c. “Anniversary rate” (Special 25 years) Kids & Teens – summer 2026: for the Kids & Teens courses in summer 2026, whose date and content are determined in advance, CLL may offer a promotional rate called “Anniversary rate” (Special 25 years).
This rate constitutes an exceptional discount granted in return for a firm commitment by the client. Any registration made under the “Anniversary rate” is firm and final. It cannot be subject to any unilateral termination, cancellation, modification or refund, except:

• in the event of cancellation of the course by CLL;
• in the event of force majeure as defined in article 3 of these General Terms and Conditions.

The courses concerned are leisure activities provided on a specific date or period within the meaning of article VI.53 of the Code of Economic Law. Consequently, the right of withdrawal provided for in article VI.47 of the Code of Economic Law does not apply.
The client still has the option of registering at the standard rate, which is subject to the cancellation conditions set out in article 10°a of these General Terms and Conditions.

10°d. For à la carte formulas and individual courses with flexible schedules, any course that is not postponed at least one working day before the scheduled appointment will be considered as given and therefore invoiced. To be valid, the postponement of the course must necessarily be made in writing more than 24 hours before the start of the course, using the email address contact@cll.be. This possibility of postponement without charges is valid a maximum of four times per ordered course session. Beyond four postponements, any postponed course will be invoiced.

10°e. With regard to the official exams organised by CLL (Test d’Évaluation du Français -TEF-, Certificaat Nederlands als Vreemde Taal -CNaVT-, TOEIC, TOEFL), the compensation for unilateral cancellation of registration for the exam is set as follows (except in cases of force majeure within the meaning of article 3°):

• cancellation more than 20 working days before the scheduled date of the exam: 5% of the price of the exam;
• cancellation less than 20 working days before the scheduled date of the exam: 100% of the price of the exam.

Adaptation of the training conditions
 
11° If the number of registrations for a training course is lower than the minimum number required in order to open that course, or in the event of a significant change in the dates or the number of hours planned for a training course, CLL reserves the right, unless the parties agree otherwise, to cancel the session subject to reimbursement of the full amount paid by the client for this session.
 
Registration fee
 
12° The prices mentioned in CLL’s programmes are inclusive of all taxes. They always include non-refundable administrative registration fees of 25 EUR.
 
13° The registration fee is payable at the latest on the last working day preceding the first day of the session. CLL reserves the right to refuse access to the course to any person who has not paid the balance of their registration, without prejudice to CLL’s right to claim full payment of the registration fee in accordance with article 10°a (no show).
 
14°a Unless otherwise requested, CLL’s invoices are sent by email to the address of the participant or the natural or legal person who funds the training. They are payable in cash.
 
14°b When the client is a consumer within the meaning of article I.1, 2° of the Code of Economic Law, any delay in payment (= any exceeding of the contractual or statutory payment deadlines) that they have towards CLL is subject to Book XIX of the Code of Economic Law.
 
When the client-consumer has not paid their debt by the due date, CLL will send them (by post or email) a formal notice in the form of a first payment reminder.
 
The client-consumer then has fourteen (14) calendar days to pay their debt.
 
This period of fourteen (14) calendar days begins on the third working day following that on which the reminder was sent to the client-consumer. When the reminder is sent electronically, this period of fourteen (14) calendar days begins on the calendar day following that on which the reminder is sent to the client-consumer.
In the event of non-payment at the expiry of the fourteen (14) calendar day period (as referred to above), the client-consumer’s debt will be increased by:

- late payment interest which will be calculated at the reference rate increased by eight percentage points referred to in article 5, paragraph 2, of the law of 2 August 2002 on combating late payment;

AND

- a flat-rate compensation the amount of which may not exceed:
- 20 euros if the remaining amount due is less than or equal to 150 euros;
- 30 euros plus 10% of the amount due on the tranche between 150.01 and 500 euros if the remaining amount due is between 150.01 and 500 euros;
- 65 euros plus 5% of the amount due on the tranche above 500 euros with a maximum of 2000 euros if the remaining amount due is greater than 500 euros.

15° Except in cases of force majeure within the meaning of article 3°, duly proven, any person abandoning a session remains liable for the full registration fee relating to that session.
 
16° Any possible public authority’s contribution to the payment of the registration fee, in particular via training cheque systems, language cheques and the SME portfolio (KMO portefeuille in the Flemish Region), must be specified at the time of registration and must comply with the regulations in force. The client must provide proof of the contribution before the start of the training and remains solely liable for the full registration fee if this contribution is not granted. This contribution may not concern courses that are subject to a promotional offer or a price reduction.
 
Instalment payments
 
17° CLL offers the option of paying for certain course sessions in instalments according to a pre-established payment schedule. This option is offered free of charge and only in the case of payment by credit card. The client who chooses this option undertakes to honour their instalment payment commitment. In the event of non-compliance with this commitment, or in the event of the credit card being blocked for any reason whatsoever, CLL will apply an additional fee of 80 EUR for administrative costs, without prejudice to its right to claim full payment of the sums still due.
 
Attendance at courses
 
18° The premises and equipment made available to participants as part of their courses must be used reasonably and diligently. Any damage will be charged to the negligent person.
 
19° CLL reserves the right to refuse access to a course to any participant whose behaviour prevents the other members of their group, or other CLL clients, from following their courses normally. Any exclusion for disciplinary reasons will be without refund or compensation.
 
Accommodation booking
 
20° Any accommodation booking request will only be confirmed upon payment of the full amount of the rental. For any cancellation prior to the start of the rental period, an amount of 50% of the total rental price remains due. If the cancellation occurs after the start of the rental period, the full amount remains due.
 
Client’s liability
 
21° The client is liable for the damage caused to CLL, to its employees and/or its representatives, by their fault or as a result of the non-performance of their contractual obligations. Fault is assessed by reference to the behaviour of a prudent and reasonable person placed in the same circumstances.
 
Complaints procedure
 
22°a. Before the start of the training:
If the client has a complaint before the start of the training, they must submit it as soon as possible by registered letter or against acknowledgment of receipt to CLL, at the address mentioned under point d. of this article.
 
22°b. During the training:
Complaints arising during the performance of the contract must be submitted as soon as possible so that a solution can be sought. To this end, the client shall contact the Head of the CLL Centre where they are following their training (courses in centres), a representative of CLL Business or a representative of the company or institution organising the training (in-company courses), or directly CLL’s Quality Manager. The complaint must be submitted in writing and must contain at least the specific elements on which it is based.
 
22°c. After the training:
Complaints that could not be submitted during the training, or that were not satisfactorily resolved during the training, must be submitted to CLL no later than one week after the end of the training, either by registered letter or in writing against acknowledgment of receipt. Any complaint submitted after this deadline will be inadmissible.
 
22°d. Contact details of CLL’s Quality Manager: CLL Language Centres – Quality Manager - Voie Cardijn 8 - B-1348 Louvain-la-Neuve - quality@cll.be.
 
Special conditions: Companies and Institutions
 
23° The training order is placed by email. Upon receipt of their order, the client will receive an order confirmation by email. Upon receipt of this confirmation, the client has a period of 48 working hours to make changes to their initial order. After this period, the order is deemed final and the client is bound to CLL.
 
24° In the absence of a specific procedure of the client, specified in a call for tenders or on the order form, any order for courses will be invoiced for the total amount of the order by way of advance payment.
 
25° CLL’s invoices are payable in cash. Any amount remaining unpaid on its due date will be increased, automatically and without prior formal notice, by default interest at a rate of 1% per month, as well as a flat-rate compensation of 10% with a minimum of 40 EUR.
 
26° Unilateral cancellations of ordered course sessions must always be made by registered letter or by email to the address cancel@cll.be.
 
The compensation for unilateral cancellation is set as follows:

- Cancellation between 31 and 22 days before the planned training: 15% of the price of the training;
- Cancellation between 21 and 15 days before the planned training: 30% of the price of the training;
- Cancellation between 14 and 8 days before the planned training: 50% of the price of the training;
- Cancellation between 7 days and 1 day before the planned training: 75% of the price of the training;
- Cancellation from the first day of the training: 100% of the price of the training.

27° Any course that is not postponed at least one working day before the scheduled appointment will be considered as given and therefore invoiced. To be valid, the postponement of the course must necessarily be done in writing more than 24 hours before the start of the course, using the email address cancel@cll.be. This possibility of postponement without charge is valid a maximum of four times per ordered course session. Beyond four postponements, any postponed course will be invoiced.
 
28° The reporting arrangements for the training must be communicated to CLL at the time of the order. Failing this, CLL’s standard procedure will be applied.
 
Special conditions: distance courses and tests
 
29° Definition: language courses and tests at a distance may be offered by CLL via its platforms CLL Visio, Language Campus (LCampus), Language Examination Centre, Language Testing (L-Testing).
 
30° Equipment: in order to fully use CLL’s distance learning and testing services, the user must have the necessary equipment (computer, tablet or smartphone) and an Internet service subscription. CLL cannot be held liable for difficulties in accessing the site due to Internet network disruptions or access restrictions provided in the client’s internal network.
 
31° Absence: in the event of the user’s absence (no show) from a service, the service will take place without them. It will not be replaced and will not give rise to any refund.
 
32° Postponement: any course that is not postponed at least one working day before the scheduled appointment will be considered as given and therefore invoiced. To be valid, the postponement of the course must be carried out directly by the user on the relevant platform.
 
33° Users’ rights: CLL’s distance learning and testing platforms offer the client a non-transferable, non-exclusive and limited right to access, use and display the content of the platforms, provided that the user complies with these general terms and conditions. The materials on the platforms are provided to the user solely for their private and non-commercial use. Some services on these platforms are available only to registered users of CLL or of each of these platforms.
 
By choosing to purchase a subscription or to sign up for a trial on a CLL platform, the user agrees to be bound by the terms and conditions set out in these general terms and conditions.
 
34° Use of the platforms: the right to access and use CLL’s platforms is personal to the user and may not be transferred by them to any other person or entity. The user has the right to access and use these platforms only for lawful purposes.
 
The user is responsible for maintaining the confidentiality of their personal account on these platforms, their username and their password.
 
The user undertakes to inform CLL of any unauthorised use of their account on a CLL platform. For the service to function efficiently, the user must also keep their registration information up to date and accurate. If they do not, the accuracy and effectiveness of the service will be affected.
 
At CLL’s sole discretion, it may terminate a user account, or change, recover or delete any username associated with that account, for any reason (including reasons related to unlawful or unauthorised use). CLL is not obliged to keep a record of users’ accounts or of any data or information that the user may have stored using the account and/or the services.
 
Access to and use of CLL’s distance learning and testing platforms may be interrupted from time to time for various reasons, including, without limitation, equipment malfunction, periodic updating, maintenance or repair of these platforms or other actions that CLL, at its sole discretion, may choose to take.
 
35° Intellectual property: all materials on CLL’s platforms, including content, texts, images, software, audio and video files, documentation, email and the site, remain at all times the exclusive property of CLL or its suppliers. These materials are protected by international copyright laws, trademark laws and other intellectual property laws. The user may not display, distribute, sublicense, translate or reproduce in any way any material protected by copyright, trademarks or other proprietary information without the prior written consent of CLL.
 
36°. Access and interference: the user declares:

- that they will not use any robot, spider, scraper, deep link or other automatic data collection or extraction tool, programme, algorithm or similar methodology to access, acquire, copy or monitor a CLL distance learning platform or any part of any of these platforms, without CLL’s explicit written consent, which may be refused at CLL’s sole discretion;

- that they will not use or attempt to use any engine, software, tool, agent or other device or mechanism (including, without limitation, browsers, spiders, robots, avatars or intelligent agents) to navigate or search on a CLL platform, other than the search engines and search agents available through the service and other generally available third-party web browsers (such as Microsoft Explorer);

- that they will not display or transmit any file containing viruses, worms, Trojan horses or any other contaminating or destructive features, or otherwise interfere with the proper functioning of CLL’s distance learning platforms;

- that they will not attempt to decipher, decompile, disassemble or reverse engineer any software component or forming in any way part of CLL’s distance learning platforms.
 

The usual rates and fees of the user’s operator, such as text messaging charges, will apply when they access a CLL distance learning platform with their mobile devices.
 
Occurrence of force majeure or change of circumstances
 
37°a When a case of force majeure within the meaning of article 3° occurs, the contract concluded with CLL may have the following outcomes in accordance with articles 5.100 to 5.102 of the Civil Code:

- it may be suspended when the case of force majeure entails a temporary impossibility to perform the contract and the resumption of its performance still presents an interest for the parties once the case of force majeure has ended. This solution will be preferred and considered before any other.

- it may be terminated when the case of force majeure definitively prevents performance of the contract. In this case, the client will be reimbursed for the part of the contract not performed, i.e. the courses not followed, at the time the case of force majeure occurs. This amount will be calculated proportionally based on the total price agreed in the contract, with the exception of the non-refundable fee of 25 EUR (see 12°).
 
37°b In the event of a change of circumstances, the parties undertake to comply with the provisions of article 5.74 of the Civil Code, which provides that:
 
“Each party must perform its obligations even if performance has become more onerous, either because the cost of performance has increased or because the value of the counter-performance has diminished.
 
However, the debtor may request the creditor to renegotiate the contract with a view to adapting it or terminating it when the following conditions are met:
1° a change of circumstances makes performance of the contract excessively onerous so that it can no longer reasonably be required;
2° this change was unforeseeable at the time the contract was concluded;
3° this change is not imputable to the debtor within the meaning of article 5.225; 4° the debtor has not assumed this risk; and
5° the law or the contract does not exclude this possibility.
 
The parties continue to perform their obligations during the renegotiations.
 
In the event of refusal or failure of the renegotiations within a reasonable time, the judge may, at the request of either party, adapt the contract in order to bring it into line with what the parties would reasonably have agreed at the time of the conclusion of the contract if they had taken into account the change of circumstances, or terminate the contract in whole or in part on a date which may not precede the change of circumstances and under the terms laid down by the judge. The action is brought and heard in summary proceedings.”
 
Refund
 
38°a If a refund by CLL to the client has to be made, the following conditions apply:

- If the refund results from the cancellation of the course by CLL, CLL will refund the full price of the course to the client.
- If the refund results from an error or mistake by the client, CLL will refund the full price of the course, minus 25 EUR in administrative costs.

38°b The refund of any amount paid into a foreign account will be made with all transaction costs borne by the client.
 
38°c The refund of any amount paid by credit card will be made subject to a transaction fee of 2.5% borne by the client.
                   
Data protection policy
 
39° In the context of managing the personal data received from its clients, CLL complies with the provisions of the GDPR Regulation (EU) 2016/679 of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data. The confidentiality policy relating to this data is set out on our website (https://www.cll.be/fr/confidentialite). The client acknowledges having taken note of this policy and accepting its terms.
 
Miscellaneous
 
40° Unless otherwise notified in writing to CLL by the client before the start of their training, testimonials, films, recordings or photos concerning them, mentioning or showing them in the context of their training, may be used for promotional purposes, regardless of the form and medium of such actions.
 
Dispute
 
41° Contracts concluded with CLL under these general terms and conditions of sale are governed by Belgian law.
 
42° In the event of a dispute, only the Justice of the Peace of the 2nd Canton of Wavre and the courts of the Judicial District of Walloon Brabant have jurisdiction.

 

Annex 1 - withdrawal form (client-consumer)
 
Book VI of the Code of Economic Law (article VI.49, § 1, 1°)

Withdrawal form

(Please fill in and return this form only if you wish to withdraw from the contract)