Terms and conditions

Terms and conditions

Fees and Payment: Important notes applying to all fees and payment:

All fees are payable prior to arrival

  • Bookings made less than 28 days before departure require payment immediately Twin invoice is sent Twin Group reserves the right to cancel a booking if full payment not received in time
  • Any credit card or bank charges applied to any financial transaction are the ETO’s responsibility to
  • pay, including bank charges in the ETO’s country arising from a Twin refund to an ETO
  • A per-person supplement will be applied to all arrivals between 21:00 and 07:00 hours, UK Time Clients under 16 years old requiring a chaperone service will have this service added as a supplement. This may be after our quote issuance and confirmation by you, as student ages may be confirmed later
  • A supplement is added for special dietary requirements requested, e.g. Halal, vegetarian, gluten-free

Fees payment terms by booking type:

Booking type Payment terms required
Non-Visa bookings

Full fees (less deposit) payable at least 28 days before arrival, or immediately if booked less than 28 days before arrival

Short Term Student or Standard Visitor Visa bookings

Full fees (less deposit) payable immediately after visa issuance and at least 10 days before arrival, or immediately if booked less than 10 days before arrival

Tier 4 Visas

A CAS letter will be supplied only after fees paid in full

Tier 5 Visas

A COS letter will be supplied only after fees paid in full


NOTE: Unless specifically stated in the booking form, the price quoted does not include additional charges for

unsociable hour flight arrivals and departures. Unsociable hour timings for our centres are below.

Unsociable hours for flights:


Arrival: Flight landing time between 08.00PM – 06.00AM

Departure: Flight departing time between 12.00AM – 11.00AM


Arrival: Flight landing time between 07.00 PM – 06.00AM

Departure: Flight departing time between 12.00 AM - 11.00 AM

These charges will be added to your invoice once flight details have been confirmed.


Cancellation and Refunds

All cancellations must be in writing. Email is acceptable. Please refer to the relevant cancellation section


To avoid full fees being payable, ETO is responsible to:

  • Ensure Twin group has received cancellation notice
  • Obtain written confirmation of receipt from Twin Group


Upon receipt of written confirmation the following schedule applies:

Group cancellations

Cancellation Notice Period Applicable Refund Additional Comment
28 + days 80% of full fees – non-refundable 20% deposit will be retained  
14 - 28 days Maximum 50%

Refund % will be less if hotel, hostel or

residence accommodation booked.

Less than 14 days 0% No refund for bookings cancelled less than 14 days before arrival date.

Special Conditions for Tier 4 or Tier 5 in addition to the above

When a short term visa is refused Twin will refund all fees minus a £50.00 cancellation fee, upon receipt of the visa refusal, but only if the full visa refusal notice is received by Twin

When Tier 4 CAS letter, or Tier 5 CoS letter, is issued no fees will be refunded, except where a visa is refused. Visa refusal must be received in writing/email by Twin. In such cases Twin will refund full fees minus deposit.

Twin Group reserves the right to retain all fees if reason for refusal is unacceptable (false representation on the student’s behalf, lack of required funds, errors in application) or could be used in any way to damage Twin Group’s Tier 2, 4 or 5 Licenses.

Cancellations after arrival date:

Refunds after arrival will be assessed by Twin Group on a case by case basis

In the case of late or non-arrival all fees are non-refundable

Tier 4 Visa and Tier 5 client’s fees are non-refundable after arrival

Refunds due to cancellations by Twin:

Twin Group reserves the right to postpone or cancel any course due to insufficient student numbers or other reasons. In this event a full refund will be given

Refunds Policies

  • Refunds may take up to 28 days to process.
  • All refunds will be paid to the payee only.
  • All refunds will be in English Sterling.
  • Commission is not paid on refund monies


Attendance, Conduct and Behaviour

  1. Students will not receive a course certificate if their attendance is less than 80%.
  2. Twin Group reserves the right, without a refund, to refuse an enrolment, or dismiss a student from a course or accommodation or both if unsatisfactory work, attendance or conduct arise. See the code of conduct for more information: http://www.englishcentres.co.uk/media/285152/code_of conduct.pdf
  3. Tier 4 Visa students who do not enroll, do not attend lessons regularly, or breach their conditions of permission to stay will be reported to the UK Visas and Immigration service
  4. Twin Group is not liable for loss, damage, illness or injury to persons or property howsoever caused except where statutory liability applies.