1.1 What these terms cover. These are the terms and conditions on which we supply services to you, including Private English Immersion Programmes, Group Immersion Tours and online or in-person English training.
1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or require any changes, please contact us to discuss.
1.3 If separate written terms are agreed for a particular service, proposal, company programme or booking, those written terms will apply where they differ from these general terms.
2 Information about us and how to contact us
2.1 Who we are. We are Your London Tutor Limited a company registered in England and Wales. Our company registration number is 10325163 and our registered office is at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ.
2.2 How to contact us. You can contact us by writing to us at contact@yourlondontutor.com.
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
3 Our contract with you
3.1 How to order the services. You can place an order for a Private English Immersion Programme, Group Immersion Tour, online English training or in-person English training by purchasing the relevant service on our website, by accepting a proposal from us, by confirming a booking in writing, or by paying an invoice issued by us.
We are not a travel agent, package holiday provider, accommodation provider, transport provider, restaurant, food provider, ticketing agent or venue operator.
3.2 Our services. We provide English language training and English immersion experiences. Our services may include online lessons, in-person lessons, private English immersion programmes and fixed-date group immersion tours
3.3 How we will accept your order (Private English Immersion Programme and English training). Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
3.4 If we are unable to accept your order, we will inform you of this in writing and will not charge you for the services. This might be because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the services or because we are unable to provide services on the date you have specified.
4 Private English Immersion Programmes
4.1 A Private English Immersion Programme is a personalised English language training experience delivered in London or, where agreed, online or in another suitable location.
4.2 The programme may include guided conversation practice, pronunciation work, vocabulary development, cultural orientation, visits to London neighbourhoods, cafés, museums, galleries, markets, public spaces or other places of interest.
4.3 The exact structure, route, stops and content will depend on your goals, English level, interests, access needs, weather, local conditions, closures, safety considerations and any agreed itinerary.
4.4 The programme price covers YLT’s professional time, planning and delivery. It does not include your expenses or the trainer’s expenses unless clearly agreed in writing.
4.5 Unless clearly agreed in writing, your Private English Immersion Programme price does not include:
travel to or from the meeting point;
public transport, taxis, river boats or other transport during the programme;
food and drink;
attraction, exhibition, event or venue entry tickets;
personal purchases;
accommodation;
travel insurance; or
the trainer’s reasonable accompanying costs.
4.6 Where your Private English Immersion Programme requires a YLT trainer to accompany you on public transport, into a paid attraction, exhibition, event, restaurant, café, bar or other venue, you are responsible for the trainer’s reasonable accompanying costs unless we agree otherwise in writing. We will agree any significant trainer expense with you in advance where reasonably possible and based on the agreed itinerary.
4.7 If you choose a higher-cost restaurant, attraction, event or venue, you are responsible for your own costs and for any reasonable trainer costs required for us to deliver the programme there.
4.8 Where practical, we may ask you to pay these costs directly during the programme. If we pay them on your behalf, we may invoice you for them afterwards.
4.9 During a Private English Immersion Programme, we may suggest, visit, enter or help you access third-party venues or services. These may include cafés, restaurants, markets, shops, attractions, museums, galleries, public transport, river services, public buildings, events, hotels or accommodation providers. These providers are independent from YLT.
4.10 We are not responsible for their availability, quality, safety, prices, delays, closures, cancellation, food, drink, products, services or facilities. Any booking, purchase or payment you make with a third-party provider is a separate arrangement between you and that provider.
4.11 Please check allergens, ingredients and dietary suitability directly with the provider.
5 Bespoke itinerary planning fee
5.1 Where we prepare a bespoke itinerary before you book a Private English Immersion Programme, we may charge a £100 itinerary planning fee.
5.2 By purchasing the bespoke itinerary planning service, you ask us to begin work immediately and acknowledge that the £100 planning fee will become non-refundable once we start preparing your itinerary.
5.3 There is no obligation to purchase a Private English Immersion Programme after receiving a draft itinerary.
5.4 If you subsequently book the relevant Private English Immersion Programme, we will deduct the £100 itinerary planning fee from the total amount due.
5.5 Once we process your order for a bespoke itinerary, we will aim to provide your draft itinerary within 7 days.
5.6 To allow us to prepare the itinerary within this timeframe, you must provide all information reasonably requested within 24 hours of your order. If you do not provide the requested information within this timeframe, we may need more time to prepare the itinerary.
6 Group Immersion Tours
6.1 A Group Immersion Tour is a fixed-date English immersion experience delivered in London with other learners.
6.2 Your ticket secures a place on the selected Group Immersion Tour for the date and time shown at the time of booking. Please check your booking details carefully. If anything is incorrect, contact us as soon as possible.
6.3 The exact route, stops and content may vary depending on the group, weather, local conditions, closures and safety considerations.
6.4 The exact meeting point will be shown on the website or sent to you after booking. If the exact meeting point is sent after booking, it will be within the general meeting area stated on the tour page.
6.5 Unless clearly stated in the tour description, your Group Immersion Tour ticket does not include:
travel to or from the meeting point;
public transport, taxis, river boats or other transport during the tour;
food and drink;
attraction, exhibition, event or venue entry tickets;
personal purchases;
accommodation; or
travel insurance.
6.6 Any third-party costs are your responsibility.
6.7 Group Immersion Tours are fixed-date leisure activities taking place on the date and time shown at booking. The usual 14-day cancellation right under the Consumer Contracts Regulations 2013 does not apply to this type of booking.
6.8 Group Immersion Tour tickets are non-refundable once booked, unless we cancel the tour or are legally required to provide a refund.
6.9 If you can no longer attend, please contact us as soon as possible. We may offer a transfer to another available tour date. Transfers are subject to availability. You may ask to transfer your booking to another person. Name changes are allowed at our discretion and must be requested in writing before the tour.
6.10 Please arrive at the meeting point at least 10 minutes before the published start time. If you arrive late, we may not be able to wait or return to the meeting point. No refund will be given if you miss the tour because you are late, unable to find the meeting point, delayed by transport disruption, or do not attend.
6.11 We may make reasonable changes to the route, meeting point, end point, order of stops, timings or content where necessary. This may happen because of weather, safety concerns, transport disruption, road closures, demonstrations, public events, venue closures, crowding, guide illness or circumstances outside our control.
6.12 We may cancel a Group Immersion Tour where necessary, including because of unsafe conditions, guide illness, low bookings, severe disruption or circumstances outside our control. If we cancel the tour, we will offer you either a full refund of the tour price paid to us or the option to transfer to another available date.
6.13 Group Immersion Tours are for adults aged 18 and over only. We do not accept bookings for children or under-18s on Group Immersion Tours.
7 Online and in-person English training
7.1 Online and in-person English training may include one-to-one lessons, group lessons, Business English training, General English training and exam preparation. Exam preparation may include recognised English language exams such as IELTS, Cambridge English qualifications and similar exams, where agreed in advance.
7.2 The exact content will depend on the agreed training programme, your goals, your level and the information you provide before and during training.
7.3 For online lessons, you are responsible for having a suitable internet connection, device, microphone, camera and quiet learning environment.
7.4 For in-person lessons, you are responsible for arriving on time at the agreed location. If lessons take place at your home, office or another location chosen by you, you are responsible for ensuring that the location is safe, suitable and appropriate for training.
8 Your rights to make changes
If you wish to make a change to the service, booking, itinerary, tour or training session you have ordered, please contact us at contact@yourlondontutor.com. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the service and/or services we provide or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract.
9 Our rights to make changes
9.1 We may change the services, your itinerary or your trip:
to reflect changes in relevant laws and regulatory requirements;
due to events outside our control (for example, excursions being cancelled by the third-party provider); and/or
to implement improvements.
9.2 We may make reasonable changes to services, routes, lesson content, trainers, meeting points, timings, platforms or locations where necessary.
9.3 Where a significant change is needed, we will contact you as soon as reasonably possible.
10 Providing the services
10.1 When we will provide the services. We will provide the services on the date(s) set out in the agreed itinerary.
10.2 We are not responsible for delays outside our control. If our supply of services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.
10.3 We are not responsible for third-party products or services. If the supply of a third-party product or service is delayed or cancelled, we will not be liable.
10.4 We may need certain information from you so that we can supply the services to you.
We will contact you in writing to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract and clause 13.2 will apply or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the services late or not supplying any part of them if this is caused by your not providing the information we need within a reasonable time after we ask for it.
10.5 We are not responsible for your travel, accommodation or other personal costs if a service is changed, postponed or cancelled.
11 Your rights to end the contract
11.1 Your rights when you end the contract will depend on whether there is anything wrong with the services, which service you have booked, how we are performing and when you decide to end the contract:
If the services are misdescribed you may have a legal right to end the contract, see clause 14;
If you want to end the contract because of something we have done or have told you we are going to do;
If you have just changed your mind about the services, see clause 11.3. You may be eligible for a refund if you are within the cooling-off period, but it may be subject to deductions. This right does not apply to Group Immersion Tours, because they are fixed-date leisure activities taking place on a specific date and time.
11.2 If you end the contract because:
we have told you about an upcoming material change to the services or these terms which you do not agree to;
we have told you about an error in the price or description of the service you have ordered and you do not wish to proceed;
there is a risk that supply of the services may be significantly delayed because of events outside our control; or
you have a legal right to end the contract because of something we have done wrong, we will refund you in full for any services which have not been provided, subject to any non-refundable third-party costs already incurred at your request.
11.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). You have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms. You have until 14 days after the day we email you to confirm we accept your order. However, once we have completed the services, you cannot change your mind, even if the 14-day period is still running. If you cancel after your itinerary has started, you must pay us for the services provided up until the time you tell us that you have changed your mind, plus the costs of any excursions for which we have already incurred disbursements.
11.4 Private English Immersion Programme cancellation charges. Unless different cancellation terms are agreed in writing, the following cancellation charges apply:
If you cancel less than 3 weeks before the programme start date, we may retain up to 100% of the programme fee where this reflects our genuine loss, including time reserved, preparation work and inability to rebook the programme.
If you cancel less than 6 weeks before the programme start date, 50% of the programme fee is payable.
If you cancel between 6 and 8 weeks before the programme start date, 25% of the programme fee is payable.
If you cancel more than 8 weeks before the programme start date, no cancellation charge will apply, but any non-refundable itinerary planning fee and third-party costs already incurred at your request will remain payable.
11.5 Group Immersion Tour cancellation charges. Group Immersion Tour tickets are non-refundable once booked, unless we cancel the tour or are legally required to provide a refund. At our discretion, we may offer a transfer to another available tour date, but transfers are not guaranteed.
11.6 Online or in-person English training cancellation charges. For online or in-person English training, if you need to cancel or reschedule a lesson, you must give at least 24 hours’ notice in writing. If you give less than 24 hours’ notice, or if you do not attend, the lesson may be charged in full.
12 How to end the contract with us (including if you have changed your mind)
12.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
Phone or email. Call customer services on (+44) 7562 660 192 or email us at contact@yourlondontutor.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
Online. Complete the contact form on our website
12.2 We will refund you the price you paid for the services, by the method you used for payment. However, we may make deductions from the price, as described in these terms.
12.3 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind we may deduct from any refund an amount for services already provided, work already carried out, and any third-party costs incurred at your request.
12.4 When your refund will be made. We will make any refunds due to you within 14 days of your telling us you have changed your mind, or within 14 days of us confirming that a refund is due, depending on the reason for the refund.
13 Our rights to end the contract
13.1 We may end the contract if you break it. We may end the contract for services at any time by writing to you if:
you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due; or
you do not, within a reasonable time of us asking for it, provide us with any information that is necessary for us to provide the services.
13.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 13.1 we will refund any money you have paid in advance for services we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
14 If there is a problem with the services
14.1 How to tell us about problems. If you have any questions or complaints about the services, please contact us at contact@yourlondontutor.com.
14.2 Summary of your legal rights. We are under a legal duty to supply services that are in conformity with this contract. See the ‘Consumer Rights Act 2015’ below for a summary of your key legal rights in relation to the services. Nothing in these terms will affect your legal rights. Consumer Rights Act 2015 says:
– if a service is not carried out with reasonable care and skill, you can get some money back if we can’t fix the issues.
– if you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable.
– if you haven’t agreed a time beforehand, the services it must be carried out within a reasonable time.
15 Price and payment
15.1 Where to find the prices for the services. The price of the service you have ordered will be the price indicated on the order pages when you placed your order, or the price stated in your booking confirmation, proposal, invoice or written agreement.
We take all reasonable care to ensure that the prices of the services are correct. However please see clause 15.3 for what happens if we discover an error in the prices of the services you order.
15.2 VAT is included where applicable. We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the service, we will adjust the rate of VAT that you pay, unless you have already paid for the service in full before the change in the rate of VAT takes effect.
15.3 What happens if we got the prices wrong. It is always possible that, despite our best efforts, some of the services we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the service’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the service’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract and refund you any sums you have paid.
15.4 When you must pay and how you must pay. We accept payment with Visa, Mastercard, American Express, Apple Pay and PayPal. We may also accept payment by bank transfer,
16 Our responsibility for loss or damage suffered by you.
16.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
16.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services including the right to receive services which are: as described and match information we provided to you and supplied with reasonable skill and care.
16.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
17 How we may use your personal information
17.1 How we will use your personal information. We will use the personal information you provide to us:
to supply the services to you;
to process your payment for the services; and
if you agreed to this during the order process, to give you information about similar services that we provide, but you may stop receiving this at any time by contacting us.
17.2 We will only give your personal information to third parties where the law either requires or allows us to do so.
18 Other important terms
18.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
18.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
18.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
18.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
18.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.
18.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts.