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General Terms & Conditions

General Terms and Conditions of Registration

You must read, understand & agree to the Terms and Conditions below. It is a condition of enrollment on our Courses that you accept and agree these Terms and Conditions.


The Fluency House general terms and conditions apply to all Agreements between Fluency House, having its registered seat at 279 Troelstrolaan, 1067 MX, Amsterdam, (Fluency House), and any legal person (Student) purchasing course(s), training(s), classes, or similar services (Courses).

Term of Agreement

The Agreement starts on the date that the Student wishing to participate in a Course: (i) registers for a course with Fluency House; and (ii) is at least 18 years of age on the date of registration; and (iii) the Student meets the entry level requirements for the Course; and; (iv) The Student has paid the Course Fees. The enrolment forms, together with these Terms, are hereinafter to be referred to as “Agreement”.

Fluency House reserves the unfettered right to refuse enrollment.

Registration and Payment

Course fees must be paid in full prior to starting the Course.  Payment can be made directly through the Fluency House website or by bank transfer.  An invoice can be provided upon request.

Please note that Course books are not included in the Course fees, and it is the responsibility of the Student to buy the relevant Course books before starting the Course.

The prices of the Courses and private lessons are listed on the Fluency House website, in Euro, and are inclusive of VAT.  Fluency House is not responsible for any typographical mistakes and cannot be held responsible for or honour online pricing errors.

Cancellation by Student

As per the Dutch Distance Selling Regulations, the Student may cancel their enrollment free of charge within 14 calendar days of enrolling, provided that the cancellation request is received in writing (by post or email) and at least 14 calendar days before the start of the Course.

In case the Student wishes to cancel later than 14 calendar days after enrolling, but at least 7 calendar days before the start of the Course, the enrollment fee paid will be refunded to the Student, minus a €45 administration fee.

In case of cancellation within 7 calendar days of the start of the Course, 50% of the Course fee is payable.

All refund requests are subject to approval by Fluency House management.

If the Student stops attending the Course on or after the start date, the Student must pay the complete Course fee.

Refunds may take up to 21 days from the date when the written cancellation request is received.

Cancellation by Fluency House

Fluency House reserves the right to cancel any scheduled Course up to 24 hours prior to the Course start date if there are insufficient Students enrolled in the Course. In such an event, Fluency House will do their best to place the student in another Course, or to extend the enrollment period by postponing the Course start date.  If no suitable alternative exists, Fluency House will refund the Course fee in full.

Course changes and transfers

The Student can request to change their enrollment to another period up until 14 calendar days before the start date of the Course.  Fluency House is not obliged to grant this request and payment of the difference in Course fee may apply.

Students cannot transfer their registration or Course to any third party.

Students who do not meet the required standard of language proficiency for the Course they have registered for may be redirected to a Course appropriate to their level.  Transfers to a different proficiency level must be requested before the second lesson of the current Course, and are subject to availability.  An additional language proficiency test may be required.

Course Changes

We reserve the right to change teachers, times of lessons, and locations of Courses if: (i) the number of participants is low, (ii) a classroom/meeting space is unavailable, (iii) a teacher is unavailable.

Private Lessons
Private lessons are to be scheduled by common consent between the teacher and the Student. A notice of 24 hours is required to reschedule a lesson.  Students who abuse the policy may be charged in full for the missed lesson.


Students are entitled to a placement test and needs analysis.

Students are required to spend about five hours per week on their homework.

English is the only language which may be used in the classroom. Speaking other languages within class is forbidden and disruptive to teaching.


Students should be present during all lessons. Fluency House has no obligation to compensate Students for missed lessons.

Upon completion of their Course the Students will receive a certificate of participation, provided they have attended a minimum of 75% of the classes and fulfilled all Course requirements.

If a Student is unable to attend their class for any reason, the teacher should be notified at the Student’s earliest opportunity.

We invite the Course Students to share any comments or feedback. To be resolved promptly, issues must be raised with us as and when they appear.


Courses can take place in one of several vibrant meeting and event spaces around Amsterdam.  The exact Course location will be stated in the enrollment confirmation.  If there are no meeting spaces available at the advertised location, Fluency House reserves the right to relocate its Courses to another facility within the city of Amsterdam.

Student Complaint and Grievance Policy

Fluency House takes all complaints made against our services or staff very seriously. Should you have any problems or complaints, please speak to our student support immediately.

Complaints should be raised within 10 working days of any problem becoming apparent.  Discretion will be employed in the consideration of complaints beyond this time limit.

To be eligible to make complaints under this policy Students must be currently enrolled in a Course or registered for private lessons with Fluency House.

Anonymous complaints will not be considered under this policy.

Complaint Procedure

All complaints must be made in writing.  To make a complaint, send you complaint via e-mail ( or per letter (675 Burgemeester Hogguerstraat, 1064CZ, Amsterdam, North Holland) to Fluency House and address it to the Director. Please state the subject of your complaint clearly, and to which employee(s) it applies. If your complaint refers to an incident, please describe the incident and mention the date on which the incident took place.

A written confirmation will be sent within 5 working days with an indication of the period in which you may expect a substantive response. This period runs up to 28 days after reception of the complaint.

Fluency House management will present you with a written solution. If you do not agree to the solution presented, you may refer your complaint to the ‘Disputes Committee’ (‘Geschillencommissie Particuliere Onderwijsinstellingen’). The Disputes Committee’s decision is binding.


Fluency House values your privacy and your personal information will not be shared with any external parties. Your personal information will only be used for registration and enrollment purposes.

The Intellectual property pertaining to our Course handouts and other teaching materials is owned by Fluency House, and Course Students agree not to copy or reproduce the materials for commercial benefit.

Fluency House reserves the right to email occasional announcements to our Students about our Courses.

Sometimes Fluency House or our representatives take photographs and videos during our Courses which may be used for promotional purposes. Please advise us prior to starting a Course if you do not wish to appear in any promotional material.

Honesty, trust, fairness, respect and responsibility are expected from everyone at Fluency House.

Limitation of liability

Fluency House shall not be liable under any Agreement for any indirect, special, incidental, punitive or consequential damages, or any other similar damages under any theory of liability (whether in contract, tort, strict liability or any other theory). Further, Fluency House shall not be liable, in any way, for theft, damage or loss of the Student’s personal effects.

The Student assumes all responsibility for the selection of the Course necessary to achieve the Student’s intended results, and for the use and results of the Course. Fluency House makes no warranty for an intended purpose of a Course.

Fluency House’s total liability for any direct loss, cost, claim or damages of any kind related to the agreement shall not exceed the amount of the Course Fees paid or payable by Fluency House under such agreement during the 12 months prior to the event giving rise to such loss, cost, claim or damages.

The Agreement will be governed by the laws of The Netherlands. The parties consent to the jurisdiction by the courts of Amsterdam for any claim relating to this Agreement. Notwithstanding the parties’ right to submit a claim to the courts of Amsterdam, the Student shall try to resolve any dispute under the Agreement by submitting a formal complaint in accordance with the Fluency House formal complaint procedure which shall be provided to the Student upon the Student’s earliest request.

Changes to these terms and conditions

We shall take all responsible steps to fulfill Student expectations regarding our Courses, but we do reserve the right to alter services to at least equivalent standard at no additional cost.

While we take all reasonable steps to ensure the information contained in our brochures and website is accurate, we reserve the right to alter this, substitute, or withdraw any amenity without further notice.

Fluency House reserves the right to change these terms and conditions at any time without prior notice. In the event that any changes are made, the revised terms and conditions shall be posted on the Fluency House website immediately. Please check the latest information posted herein to inform yourself of any changes.