ENROLMENT

In the event that we have to cancel a course or workshop:

• We aim to inform you 2 working days before the start date, or at least 24 hours before a day workshop. If we have to cancel a course, then you will receive a full refund.
• If a course is cancelled prematurely, a partial refund will be given.
• We process refunds as quickly as we can. Cancelled courses are prioritised. We will refund you using the same method of payment.
• If you paid by credit note or gift voucher the same refund policies apply.

In the event that you have to cancel a course or workshop:

• You must inform us up to 7 days before the start date of your course or workshop. In this case, you will receive a refund minus a 10% admin fee (10% of the course fees or £5, whichever is greater).
• If you give us less than 7 days’ notice or your course or workshop has already started a refund will be not given.
• If you are requesting a refund due to an illness, medical condition, disability or injury that will prevent you from participating in the course or you are the full-time career for someone and their health has enabled you to attend, we will consider a pro-rata refund for the sessions you haven’t attended or transfer you to a more suitable course.  
• We consider all requests on an individual basis, depending on the circumstances and at this digression of the General Manager. We may ask to see a medical note.
• If your refund request doesn’t fall within the areas listed above, it’s possible that you’re not eligible for a refund.
• We cannot give refunds for circumstances beyond our control e.g. war, terrorist activity, industrial dispute, bad weather, fire and flood.
• If your circumstances change e.g. due to work commitments, childcare issues, moving away etc. a refund will not be given.
• You may only request a refund for the current term. We can't offer refunds retrospectively for previous terms. Please contact as soon as you know you will not be able to attend a class.

We are committed to keeping our course prices low. We do offer concession rates for anyone over 60 or claiming the benefits listed below. As we are a self-funded organisation we receive no financial support in order to offer these rates.

The concessionary rate is for those whose sole source of income is from a state benefit. We accept Universal Credit, Income Support, Job Seeker’s Allowance and Employment and Support Allowance. Please show a recent letter or statement stating your benefit when enrolling. We will need to see theses proof of benefit each time you enrol. If you can afford to pay the full price, please do not ask for a concession as we are a charity and rely on student fees to keep us going.

Much as we would like to provide access for all, the Folk House has no disabled access or facilities.

We have no onsite car parking but there are many paid parking spots in the area. Please ask us for details on parking, bus and bike routes or visit our ‘Contact Us’ page for more details.

The Bristol Folk House was designed in the 1960's before access and equality issues were integral to the development of any centre.

It is designed on multiple levels with steps between the levels. Front access is via a corridor and steps which are not in the ownership of the charity and which it is impractical to adapt.

Rear access is via a significant flight of steps. DDA assessment of the premises has been undertaken and providing level access for wheelchairs etc is deemed impractical.

Within the physical constraints of the premises, the Service Provider will seek to make the services of the Folk House available to as wide a range of people as is practically possible.

Gift Vouchers can be purchased from the Bristol Folk House reception or by calling 0117 926 2987.

• Gift vouchers are valid for one year from date of purchase.
• They can only be used on course and workshops. They cannot be redeemed in the cafe.
• Gift Vouchers can be purchased for an amount of your choice or you can book someone who to a course or workshop of your choice.
• Gift Vouchers cannot be exchanged for cash.
• Gift Vouchers cannot be returned or refunded.
• Each voucher will have a unique code and will be listed under the recipient’s name.
• Please allow 5 working days for delivery if you have requested them to be posted. A cost of £1 will be applied for postal deliveries. They can be collected from the reception free of charge.
• Gift Vouchers may be used to purchase a course of a higher price than the value of the Gift Voucher and the difference will need to be settled. If the course is of a lower value, the difference can be used at a later date.
• Under no circumstances can you extend the validity period the voucher.
• If a course you purchase with a Gift Voucher is cancelled, you may transfer to another course. We may offer you a refund in the form of a new Gift Voucher.

If you booked someone on to a course or workshop and they are unable to make the dates, our general terms and conditions will apply.

The Cooperative reserves the right to change tutors, courses and times after the publication of the programme. We are unable to grant a refund on the grounds of a change of tutor.  The tutor may have different teaching styles; however, we guarantee a consistency in the quality of the teaching. Make-up classes will be arranging if a tutor has to miss a class. If this make-up class cannot be arranged, you will be refunded for this class. We will contact you by phone and email to let you know a class has been cancelled. If on the rare occasion we have not been able to contact you, we will offer you a hot drinks voucher for the cafe.

If you would like to give us feedback or are not satisfied with any aspect of our service please email admin@bristolfolkhouse.co.uk

We aim to listen to your comments and complaints as best we can and take action where necessary.

We have an obligation to keep personal information secure and we are committed to protecting the personal information of all our students. All our employees and data processors are obliged to respect the confidentiality of our student’s personal data. We ensure that your personal data will not be disclosed to any third-parties for marketing or sales purposes except if required by law. You may be emailed from time to time to gain feedback to monitor our performance to improve the quality of our courses and workshops. Paper records will be kept for two terms and then destroyed. Electronic records are kept for longer. If you have not attended a course in the past 5 years your record will be removed from our system.

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