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Old 13.06.2013, 01:17
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Cancelling a Telc exam, plz help

Hello everyone

Has anyone had issues with cancellation of TELC language exams at Berlitz or ECAP, or other language centres?

Here is what happened. A couple of weeks ago I booked exams (English and German) in these language centres (no payment has been made yet). Then, recently an urgent issue came up forcing me to cancel these reservations because I wouldn't be able to attend the exams. I sent cancellation requests and received a reply saying "sorry but we are obliged to pay to Telc for your exams, hence you must reimburse us full fee even though you will not be taking the exams" When I asked what the cancellation deadline was, I was told "4 weeks" - that was exactly the time I booked the exams in the first place and I noone had informed me about these rules. From my point of view it is responsibility of a langage centre to inform its clients of such rules. And if such informing didn't happen, making the client responsible for your mistake is the last thing to do unless you want to screw up your reputation. How can I be aware of the agreement in place between a licenced centre and Telc unless I was informed about it?

So now I am wondering if these is anything I can do about it. Maybe I'm not getting something and this is a normal practice here in CH to treat clients this way? Perhaps some of you has had a similar problem and could share your experience. I would be grateful for any feedback. Thanks
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Old 13.06.2013, 01:40
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Re: Cancelling a Telc exam, plz help

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Hello everyone

Has anyone had issues with cancellation of TELC language exams at Berlitz or ECAP, or other language centres?

Here is what happened. A couple of weeks ago I booked exams (English and German) in these language centres (no payment has been made yet). Then, recently an urgent issue came up forcing me to cancel these reservations because I wouldn't be able to attend the exams. I sent cancellation requests and received a reply saying "sorry but we are obliged to pay to Telc for your exams, hence you must reimburse us full fee even though you will not be taking the exams" When I asked what the cancellation deadline was, I was told "4 weeks" - that was exactly the time I booked the exams in the first place and I noone had informed me about these rules. From my point of view it is responsibility of a langage centre to inform its clients of such rules. And if such informing didn't happen, making the client responsible for your mistake is the last thing to do unless you want to screw up your reputation. How can I be aware of the agreement in place between a licenced centre and Telc unless I was informed about it?

So now I am wondering if these is anything I can do about it. Maybe I'm not getting something and this is a normal practice here in CH to treat clients this way? Perhaps some of you has had a similar problem and could share your experience. I would be grateful for any feedback. Thanks
You would need to look at what you signed when you registered. I'm looking at a TELC registration form (for a different school), and it pretty clearly says that any cancellation has to happen at least four weeks ahead of the test day or I have to pay for the test, and that any cancellations made more than 4 weeks ahead require a 120 CHF payment.
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Old 13.06.2013, 01:59
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Re: Cancelling a Telc exam, plz help

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You would need to look at what you signed when you registered. I'm looking at a TELC registration form (for a different school), and it pretty clearly says that any cancellation has to happen at least four weeks ahead of the test day or I have to pay for the test, and that any cancellations made more than 4 weeks ahead require a 120 CHF payment.
Agreed , my application clearly states that 4 weeks notice is required....
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Old 17.06.2013, 13:14
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Re: Cancelling a Telc exam, plz help

That is the problem, there was no registration form in the first place. It was an e-mail order accompanied by a short phone conversation with the school's representative. It was a couple of weeks later when I couldn't cancel the exam anymore I found out about this policy.
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Old 17.06.2013, 14:56
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Re: Cancelling a Telc exam, plz help

To be fair, booking online with Berlitz does take you all the way through payment without offering to show any terms (not sure whether they are shown after that. I'm not going to pay to see).

A site search for "terms" returns this, which makes no mention of exam cancellation, but does mentions generally that cancelations can be made within 1 week of the conclusion of the contract - which, I guess, would mean that Berlitz are in the right if you cancelled after two (especially if a booking with TELC counts as a service being used).

Quote:
3. Right to withdraw/cancelation
The User may withdraw from their contractual declaration within 7 days in writing (e.g. letter, fax, email), without stating their reasons. The notice period shall generally begin on conclusion of the contract. Sending the withdrawal before expiration of this period shall be deemed sufficient for adhering to the withdrawal period. If the User has started the course/the first lesson has been held, the right to withdraw shall not apply.
Withdrawals must be sent to: Berlitz Schools of Languages AG, Gerbergasse 4, 4051 Basel, Fax: 061-226 90 41, online-shop@berlitz.ch.
Where products/teaching materials are delivered, the period shall not begin before the day on which they are received by the User.
The right to withdraw notwithstanding, the customer shall pay for services that have already been used.
http://www.berlitz.ch/en/book_online...onditions.html

It would be nice if it was just a clear part of the booking form though.
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