ENROLMENT

Refund Policy

Cancel 

• If we have to cancel a class before the start date, and an alternative course or date can do be found, a full refund will be offered. We do ask those who can afford it to take credit instead to use at a later date.
• If a course is cancelled prematurely, and the classes can not be made up, a partial refund will be given.
• We aim to inform you 2 working days before the start date, or at least 24 hours before a day workshop if the course is cancelled. 
• 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 with Credit or Gift voucher, a new voucher will be issued or your account will be credited). 

In the event that you have to cancel or stop attending your course or workshop:

• You must inform us up to 14 days before the start date of your course or workshop. In this case, you will receive a refund minus a 15% admin fee. 
• If you give us less than 14 days’ notice or your course or workshop has already started a refund will not be given.
• If you can no longer attend 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 not 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 the discretion of the General Manager. Medical notes/Isolation notes will need to be seen before we can make a decision. 
• 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 us 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 65, Student, NHS or claiming the benefits listed below. As we are a self-funded organisation, we receive no financial support in order to offer these rates. 

Over 65, Student and NHS

Proof of these will be required when you attend your first class. If you can not provide evidence you will be asked to pay the full fee.

Benefit Rate

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 this 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.

Support

If you need any additional support, please let us know in advance so we can make arrangements for you.

Carers are allowed to attend for free as long as they are not participating in the course or workshop. Please make sure this is stated when the student enrols. The career will be added to the register for fire safety reasons. Please make the office and tutor aware if the career attending will change throughout the course.

Building Accessibility

The Bristol Folk House currently has no level access.

We have been successful with a planning application to add lifts, ramps and accessible facilities to our building. Due to COVID19 this, unfortunately, has been delayed. We do hope to get the building work commencing in 2021. 

These plans will available to view once the work is underway. 

We have a video walkthrough of the current building layout available to view on youtube. https://www.youtube.com/watch?v=FVMlKkKcWGI

If you would like more information about accessing our building please contact admin@bristolfolkhouse.co.uk or call 0117 926 2987, we would be happy to help. 

Accessible Toilets

Currently, we do not have accessible toilets. These are part of Stage 1 of the development in 2021. 

Guide Dogs and Hearing Dogs

They are more than welcome in the building. If you require any assistance please speak to a member of staff. 

Deaf, hard of hearing

Currently, we do not have Induction Loops in our reception or classrooms. These are part of Stage 1 of the development in 2021. 

Some classrooms have been fitted with red flashing light fire alarms. 

Parking

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. Blue badge holders can park on Park Street. Please see the latest information on the Bristol Gov website. https://www.bristol.gov.uk/parking/where-you-can-park

Attending Courses and Events

If you have any access requirements, please do get in touch with our Administration team. We can make specific arrangements, including reserved seating, building/room tours, contact with the Tutor/organiser before the course or event, large print etc. 

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

• 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 Bristol Folk House 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 consistency in the quality of the teaching. Make-up classes will be arranged 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.

UPDATE: COVID19 - It is difficult for us to plan during this time. We will work to towards opening and staying open, however, we do not know what the next 6 months will look like.

We aim to run as much as we can at the Bristol Folk House, with some additional courses running online. 

If we have to make changes to the programme due to COVID19, we will contact you via phone or email to let you know. 

1. If we have to move a class for in-person to online and there is no break in the continuity of the course, no credit or refund will be given. 

2. If we have to change the tutor and there is no break in the continuity, no credit or refund will be given. 

3. If we can make-up the classes cancelled at a later date, a credit will only be given if the student can not make the make-up class. 

4. If we have to cancel the remaining classes, a partial credit will be given. 

Please see our full Refund policies for more details about refunds not related to COVID. 

Feedback and complaints

If you want to give feedback about a course or workshop please click here.

(or use this link https://goo.gl/forms/e0CRbVii5mR9DXnu2)

If you would like to give general feedback about the Folk House please click here.

(or use this link https://goo.gl/forms/JEH2Vv5xVO6ypcpf2)

For a direct response please use the enquiry form below or email admin@bristolfolkhouse.co.uk.

We will aim to get back to you within 5 working days. 

The General Data Protection Regulation (GDPR) is a new EU legislation relating to data protection, which applies from 25th May 2018. It replaces the Data Protection Act 1998 (DPA) and introduces greater protections for how personal data is used and stored. Although it is a European law, GDPR will be transferred to the UK statute books upon the UK's exit from the European Union and thus will remain in force.

Compliance is crucial due to the impacts personal data processing can have upon people's lives. GDPR revises and enhances the requirements on organisations to consider data protection and accountability, providing individuals with new rights over how their data is used. You can find out more about how we use your data and your rights here.

COVID19

To support NHS Test and Trace, we will hold records of your attendance for 21 days. This reflects the incubation period for COVID-19 (which can be up to 14 days) and an additional 7 days to allow time for testing and tracing. After 21 days, this information should be securely disposed of or deleted.

Records which are made and kept for other business purposes do not need to be disposed of after 21 days. The requirement to dispose of the data relates to a record that is created solely for the purpose of NHS Test and Trace. All collected data, however, complies with the General Data Protection Regulation and is not be kept for longer than is necessary.

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