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Terms & Conditions

Terms & Conditions

Cancellation & Refunds Policy

No refunds will be made to students who request host family accommodation at the time of booking and then make alternative accommodation arrangements before or after their arrival in Dublin.

No refunds will be made to students who request an airport transfer at the time of booking, but later make alternative arrangements or arrive more than 70 minutes without informing the school, via the emergency number.

Students unable to obtain a Student Visa may cancel the course applied for, and must supply a visa refusal number and pay a cancellation fee.

The cancellation fees below are inclusive of the application fee.

Cancellation due to inability to obtain a visa: Full refund less €100 (upon presentation of a visa refusal number).

Cancellation due to any other reason:  Refunds will be given at the discretion of ISI management, and each case is dealt with on an individual basis. The following conditions apply.

  • Cancellation more than 1 week prior to arrival: Full refund less €200
  • Cancellation less than 1 week prior to arrival: Full refund less €500
  • Cancellation after course starts: No refund

Approved refunds will be sent within 30 days of notice of cancellation. Sending bank charges will be deducted from the balance being refunded.

Contact: Admissions & Sales Manager, Guillermo Martinez on guillermo@isi-ireland.ie

Complaints Procedure

It is the policy of ISI to take a written records of any serious complaint received. One of the Management team should decide whether or not a complaint is of a serious nature and should be recorded in writing.

Examples of complaints might be:

  • A course or programme is not as described in a brochure, website or other sales material
  • A service that was booked was not delivered as confirmed.

Examples could be:

  • A driver failed to arrive for an airport transfer
  • A student is placed in a shared room when a single was booked

A student is not happy with the quality of a service that is delivered.

Examples could be:

  • A host family does not meet their expectations
  • A fellow guest in an accommodation is not suitable
  • A student does not feel the material covered in class is useful for them
  • Facilities in ISI are not up to standard

A customer is at a personal loss or injury as a result of ISI negligence. Example:

  • A student is injured on an activity where adequate safety precautions were not taken
  • An employee or person contracted by ISI Dublin has not fulfilled their duties or has acted unprofessionally

When a complaint is received the following information should be noted:

  • Date complaint was lodged
  • Date the incident or problem was discovered
  • Name of Student/Agent making the complaint
  • Name of ISI  staff member dealing with the complaint
  • Details of the complaint or problem

When this information has been documented, the student will be asked to sign it stating they agree with the information entered into the log. In the case of agencies, they will be sent an email summarizing the issues raised and asking for confirmation that all the details are correct.

Complaints should be dealt with immediately and within 24 hours of the complaint being logged. If this is not possible a full update should be given to the student/agent involved.

Details of how the problem was rectified should also be entered into the log. This log entry should contain the following information:

  • Date the complaint was dealt with
  • Name of ISI  staff member dealing with the complaint
  • Details of how the complaint was dealt with
  • Compensation offered, if any

When this information has been documented the staff member will be asked to sign the log. They will then arrange to meet with the student or send an email to the agent to explain how the problem has been rectified. If the student or agent is not happy with how this problem has been handled, the complaint will then be passed onto a Director where the complaint will be investigated further.

Complaints should be directed to:

 Academic related (class, course or teacher): Academic Director, Pamela Wildman - academic@isi-ireland.ie

All other areas (accommodation, welfare or general issues): Operations Manager: Trish Robinson- trish@isi-ireland.ie

Sick Leave & Holiday Policy

Long term students taking courses on the Internationalisation Register may require sick leave and/or holidays. Our International Register courses are designed for students to take a minimum of 25 weeks of study over a 8 month period.

Holiday

A holiday plan is arranged for each student at the time of booking, and appears on the booking invoice. Where feasible, Academic Year students are given holidays from June to September  and also at Christmas. During their first week of school new students will be given one opportunity to amend their assigned holidays. Students must have completed at least 8 weeks of their course before holidays will be granted. Holidays must be for a minimum of 2 consecutive weeks.

Holiday periods granted cannot exceed 1/3 of the course time elapsed, i.e. after 9 weeks you can take a maximum of 3 weeks holiday. The only exception to this is when the school is closed for Christmas holiday. The holiday timetable agreed in your first week at school will be sent to the GNIB and cannot be changed.

Sick leave

If a student is sick and unable to attend class they must provide a doctor’s note that certifies the number of days leave to be awarded. Any certified sick leave will not positively or negatively affect a student’s attendance rate. All uncertified sick leave will be recorded as absence and will negatively affect a student’s attendance rate.  Students must send all sick leave requests & certificates to Academic Director academic@isi-ireland.ie

Unscheduled or emergency breaks

During the course of their studies students may have reason to take an unscheduled break from their studies. The reasons for this could be extended personal sick leave, or an emergency visit home due to the death or ill health of a close family member. In these exceptional circumstances, the above holiday policy can be altered at the discretion of the Academic Director.

Contact: Director of Studies, Pamela Wildman, academic@isi-ireland.ie   

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