Our Policies

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TERMS AND CONDITIONS

 

thewhiteapple.com is a white label platform that allows English as a Second Language ESL providers to offer live online English language courses to their learners. The ESL provider hereinafter referred to as the Company, will be engaged in Contract to conduct online English classes to their individual and corporate clients (hereinafter – the Customer) as described on providername.thewhiteapple.com

TERMS AND DEFINITIONS

Definitions are treated according to their nature and content of this Contract. Below is a list of these definitions:

1.1. Services – Online language lessons via Virtual Classroom platform

1.2. Lessons – Duration of a typical single lesson is 25 minutes, a double lesson is 50 minutes, a triple lesson is 75 minutes. Duration of the lessons in the Virtual Classroom is subject to the Customer’s requirements.

ACCEPTANCE OF CONTRACT

2.1. The text of the Contract is an open public offer

2.2. Acceptance by the Customer of this Contract means that they fully agreed with all the terms of this Contract

GENERAL PROVISIONS

3.1. The Contract does not necessarily require a signature and stamp of the Parties while maintaining full force and effect

SUBJECT MATTER

4.1. In accordance with the terms of this Contract, the Company agrees to provide services to the Customer in the form of online language lessons with the Customer through the Internet and using various Virtual Classroom platforms

4.2. Methodology and format of the online lessons are determined by the Company, taking into account information provided by the Customer before the payment is made and also during the course of lessons

RIGHTS AND OBLIGATIONS OF THE PARTIES

The Company is obliged:

5.1. In terms agreed by the Parties to provide services specified in paragraph 4.1. of this contract, to the Customer properly, in accordance with the terms of this Contract

5.2. Not to disclose confidential information and data provided by the Customer in connection with the execution of this Contract.

The Company has the right to:

5.3. Bring, for the execution of this Contract, fully qualified professionals in  the areas of knowledge required for the successful implementation of the services

5.4. Require a full pre-payment from the Customer for the Services in accordance with the terms of this Contract

5.4.1. Company reserves the right to monitor and video/audio record the lessons for training and marketing purposes. If Customers don’t wish for such recording to take place, they should inform The Company immediately by emailing to support@thewhiteapple.com

The Customer is obliged:

5.5. To pay the Company the cost of Services in the manner and within the time limits set by terms and Conditions of this Contract

5.6. To provide the Company with all the information and data necessary to carry out its obligations under this Contract

5.7. Not to disclose confidential information and other data provided by the Company in connection with the execution of this Contract

The Customer has the right to:

5.8. Require the Company to meet its obligations under this Contract in time and with the right quality

5.9. Refuse to comply with the terms of this Contract in the event that the Company has not commenced the performance of obligations under this Contract

SERVICE TERMS AND POSTPONEMENT OF LESSONS

6.1. The Company conducts online lessons in accordance with a timetable that is pre-arranged with the Customer

6.2. The Customer has the right to postpone their lesson for another time but is required to notify the Company by email a minimum of two working days before the planned lesson. In this case, the lesson is considered postponed and is moved to different time

6.3. If the Customer is not signing in to their scheduled lesson as per their timetable, the teacher will remain online and for the following 10 minutes attempt to contact the Customer again. If the Customer misses the call or is unavailable the lesson is then considered missed at the Customer’s expense. If the Customer fails to provide the Company with one working day notice, the Lesson is considered as missed at the Customer’s expense.

6.4. If at the time of the lesson and up to 10 minutes later the Customer does not receive a call from their teacher, they must immediately contact the Company e-mailing to support@thewhiteapple.com

SYSTEM REQUIREMENTS

7.1. HTML5 Virtual English Classroom is powered by WebRTC technology required for audio and video conferencing. WebRTC is a standard for transmitting audio and video between browsers in real time.

7.2. Virtual English Classroom is supported by the following browsers:  Web (Windows, Mac, Linux) – Chrome, Firefox and Safari 11; Android – Opera and Chrome; iOS (iPhone/iPad) – Safari 11

COSTS AND PAYMENTS

8.1. The cost of services and methods of payment are published online at www.providername.thewhiteapple.com

8.2. Payment Services under this Contract shall be made on the basis of a full pre-payment and in accordance with this Contract, at least 2 working days before a scheduled lesson

8.3. Lesson fees may vary depending on the market situation and are published on the Company’s website. The company cannot change the cost of purchased Services for a particular Customer if they have already accepted the terms of this Contract and have made a payment instruction in accordance with this Contract

8.4. The moment of payment is when funds are received by the Company

8.5. The Customer is solely responsible for the accuracy of payments made

8.6. Bank charges for the transfer of funds are met by the Customer

8.7. Fees for lessons already taken by the Customer, according to the lesson log on the Virtual Classroom platform, will not be reimbursed. The Customer has the right to stop the course at any point and request the remaining pre-payment to be refunded or raise any issues they may have, with the Company’s Customer Service (see p 9.1.)

CANCELLATIONS AND REFUNDS

9.1. The Customer can cancel their course at any time. Money for any unused lessons in the course may be returned upon written request of the Customer, made by emailing support@thewhiteapple.com within one month from the time of their last lesson taken, less an administration fee GBP 20.00 if less than 20 single lessons left, and GBP 80.00 for 20 and more.

FORCE MAJEURE

10.1. In the event of force majeure (in the interpretation adopted by the Court of Arbitration practice of the Chamber of Commerce) excluding or hindering the implementation of this objective of the Treaty, the Parties shall have no mutual claims, and each Party assumes its own risk and the consequences of these circumstances

CUSTOMER SERVICE AND COMPLAINTS PROCEDURE

11.1. Disputes and disagreements that may arise in connection with this Contract shall be settled by negotiations between the Parties to this Contract. The Company aims to provide an efficient service to all Customers and partners in the UK and overseas. If you are unhappy about the standard of service that you have received from us, we would like to hear about it so that we can improve our service in the future.

11.2. How to make a complaint: if it’s connected with your lessons/progress in the course: first, speak to your teacher, explain your concerns and discuss possible solutions. If you’re not happy with the resolution or if your complaint is related to payments/any other issues then please contact support@thewhiteapple.com. All complaints will receive a reply within 3 working days or less.

DISABILITY DISCRIMINATION

12.1. Once a Customer has identified the nature of his/her disability, the Company has the responsibility to provide them with reasonable accommodations, to enable them to successfully access their course of choice.

Following an initial consultation with the Company’s Manager, in which the Customer has the opportunity to discuss their specific needs and requirements, a personalised learning plan is created to include any adjustments necessary to allow the Customer to feel supported and confident in accessing the Company’s services and completing their online language course.

Special provisions for Customers with learning disabilities can include extending deadlines, working with the Customer to support them in having access to assistive software and/or matching the Customer with a teacher that has the required knowledge and awareness of that particularly learning difficulty, as well as of the resources available to facilitate the Customer’s progress and development in the course. Course materials may also be designed to accommodate Customers with learning disabilities, e.g software products that read text aloud, for Customers with visual impairments, changes in the graphics and design of the materials to suit the needs of dyslexic students, etc

All efforts will be made and all resources will be exhausted by the Company in order to ensure that all Customers have fair and equal opportunities of access to the Company’s Services, a clear understanding of the terms and conditions and are treated in a non-discriminatory manner.

TERM OF THE CONTRACT

13.1. This Treaty – an offer becomes effective upon acceptance by the Customer and shall continue until the Parties fulfil their obligations. The date of acceptance is the date of payment by the Customer for the Company’s Services

13.2. This Contract shall remain in force in case of change of details of the Parties, changes in their constituent documents, including but not limited to a change of the owner.

PRIVACY POLICY

In accordance with the Data Protection Act 1998 we will only use the information that we collect about you lawfully. We collect information about you to be able to process your order efficiently and deliver the service to you.

 

Collecting Personal Data:

Personal data is only collected at the point of booking a live online language course, when it’s deemed as ‘necessary’ and it is not a requirement to view our website or services.

Only data essential for the purposes of enrolling the client in a suitable course with the appropriate teacher is obtained and clients are fully aware of the purposes of collecting such data.

Data collected at the point of booking includes and is limited to: Full Name; Country/city; Email Address; Date of Birth;  Phone Number; Level of English; Availability for the course.

Only data essential for the purposes of ensuring secure payment facilities is collected by the company from the client, and only when the client has confirmed a number of lessons and timetable required.

Data collected at the point of payment includes and is limited to Paypal email address. This email address is only used by the management for the purposes of invoicing the client, is safely stored and not available to third parties.

No information is collected from a client that we may recognise as being a ‘vulnerable person’ without assessing what their level of understanding may be. Should the company recognise that the client may be a ‘vulnerable person’, the company will take steps to ensure that there is an understanding of the purpose for collecting specific personal data and that no unnecessary information is shared by the vulnerable person.

No information is collected directly from any individual under the age of 18, and all data collected in regards to such an individual will be from a parent/guardian with their full knowledge and parental consent.

The company does not engage in third-party advertising.

Data regarding teachers and directors is collected for the purposes of recruitment and employment only.

Storing Personal Data:

The Booking form containing personal data information is emailed directly to a secure email server and stored in the company’s secure hard drive.

Personal data is shared between the teachers and the administration team via a secure email service and all staff have adequate training and awareness of the procedures in order to keep personal data secure.

None of the information regarding personal data is shared with third parties, without the client’s consent.

Personal data, such as full name, email address and Skype ID is stored in the clients’ personal learning file on a secure server.

Personal data regarding the client’s level of English and progress is stored in the learning file on a secure server.

Data regarding teachers and directors is stored securely on hard drives only.

Clients’ personal data is stored for up to 6 years, securely with the company’s accounts.

Data is regularly reviewed and monitored by teachers and administration. Any changes reported to the company will be immediately applied to ensure that the data stored is up-to-date.

Subject Access Request

A subject access request must be made in writing (email is acceptable) and must be accompanied by the appropriate fee, usually up to a maximum of £10. Once the applicable fee has been paid, a reply will be received within 5 working days.

Clients can easily contact the company if they have an issue with their personal data information. They can do so by emailing the teacher, administration or by using the email address on the homepage.

What we do with the information we gather:

We require this information to understand your needs and provide clients with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional email about new products, special offers or other information which we think clients may find interesting using the email address which they have provided.
  • From time to time, we may also use clients’ information to contact them for market research purposes. We may only contact them by email or via Skype.
  • We may use the information to customise the website according to clients’ interests.

Security:

We are committed to ensuring that clients’ information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

 

How we use cookies:

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once a client agrees, the file is added and the cookie helps analyse web traffic or lets clients know when they visit a particular site. Cookies allow web applications to respond to a client as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about clients’ preferences.

The Company uses traffic log cookies to identify which pages are being used. This helps analyse data about web page traffic and improve company’s website in order to tailor it to customer needs. The Company only uses this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help the company provide clients with a better website, by monitoring which pages clients find useful. A cookie in no way gives the company access to clients’ computer or any information about them, other than the data they choose to share.

Clients can choose to accept or decline cookies. Most web browsers automatically accept cookies, but clients can usually modify their browser setting to decline cookies if they prefer. This may prevent them from taking full advantage of the website.

We use Google Analytics to analyse the use of our website. Google Analytics generates statistical and other information about website use by means of cookies, which are stored on users’ computers. The information generated relating to our website is used to create reports about the use of the website. Google will store this information. Google’s privacy policy is available at: https://www.google.com/privacypolicy.html

Links to other websites:

Company’s website may contain links to enable clients to visit other websites of interest easily. However, once a client has used these links to leave company’s website, they should note that the company doesn’t have any control over that other website. Therefore, the company cannot be responsible for the protection and privacy of any information which clients provide whilst visiting such sites and such sites are not governed by this privacy statement. Clients should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information:

Clients may choose to restrict the collection or use of their personal information in the following way:

  • If they have previously agreed to the company using their personal information for direct marketing purposes, they may change their mind at any time by emailing to learn@thewhiteapple.com
  • The Company will not sell, distribute or lease clients’ personal information to third parties unless it has clients’ permission or is required by law to do so.

Changes to this privacy policy

The Company has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Clients to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

QUALITY ASSURANCE POLICY

 

Our Statement

This Quality Assurance policy outlines our belief and commitment to ensure that ongoing quality improvement is an integral part of our organisation:

 

– We will aim for continuous improvement in the quality of all aspects of our work as part of our determination to help learners achieve the highest possible standards

– The purpose of the Quality Assurance policy is to ensure such continuous improvement through a process of self-evaluation and action planning

– The Quality Assurance Policy and associated procedures will involve all employees and collaborative partners. The management of the process will be through the existing organisational structure. Managers will initiate procedures, collate and agree on self-assessment reports and action plans

– The quality assurance procedures will be founded in a process of regular self-evaluation, in addition to teacher and client feedback

– Wherever appropriate, the procedures will promote the identification of quality standards and performance indicators against which performance can be measured, evaluated and improved, for example OFSTED

 

Responsibility for Implementation

– All staff (managers, teachers) are responsible for the implementation of the Quality Assurance policy

– It is the Executive Director’s responsibility to ensure there is an annual review of the policy

– It is the responsibility of all to engage positively in that review and ensure implementation

 

Focus on Quality Assurance

COURSE DESIGN

– To encourage continuous improvement in the quality of all teaching and learning programmes, thereby making learning an enjoyable activity and through this, increasing learner retention and the achievement of individual learning aims

– To ensure rigorous, standardised and consistent assessment procedures

-To monitor and evaluate the procedure for advising, teaching and  monitor the progress of learners throughout their time

– To ensure that course materials, including the intended learning outcomes, are regularly reviewed, updated and improved using feedback from students and teachers as appropriate, as well as being sourced from professional and reputable EFL publishers

 

TEACHERS

– To verify that all teachers are EFL trained and ensure that they are British native speakers

– To monitor and evaluate performance and developmental needs of the teachers through regular internal observations

– To monitor and evaluate the effectiveness of the training and development against the students’ requirements and the School’s strategic goals

 

LEARNERS

– All learners at Induction will be made aware of the quality standards 

– All learner feedback will be analysed and acted upon

– All learners files will be continuously and rigorously assessed for quality

 

PROCEDURE

– The process of quality control requires all staff to meet on a regular basis to review their work, set standards and monitor learner perceptions and achievements.

– Quality control will be carried out against agreed criteria which will incorporate performance indicators

– The review will be supported by analysis of learners, teachers and partners views and perception, gathered via questionnaires, and review meetings

 

The outcome of these processes will provide information:

  • To inform the process of The Online English Language School self-assessment and development planning
  • To action plan for improvement
  • To highlight issues that need consideration

 

Feedback on actions resulting from this quality review process will be communicated to all staff via regular team and/or individual meetings.

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