Welcome to 11 Plus London. These terms and conditions outline the rules and regulations for the use of our tuition services. The Client must ensure they read the following Terms and Conditions before they submit the Registration Form. By accessing or using our services, or by submitting the Registration form, you agree to be bound by these terms and conditions.
Company Registration Information:
Exam Prep Ltd trading as ’11 Plus London’ is a limited company registered in England and Wales (Company No. 15564101 whose registered office is 11 Marchbank Road, West Kensington, London, W14 9PJ.
1.1 “Client” refers to the parent/guardian or individual who books tuition services with 11 Plus London for the purpose of providing educational support to a Student.
1.2 “Tuition” refers to the educational service provided by 11 Plus London, including classes, courses, one-to-one tutoring lessons, workbooks, and mock tests.
1.3 “Tutor” refers to the individual who delivers the tuition service, providing instruction and guidance to the Students.
1.4 “Lessons” refer to individual instructional lessons conducted as part of the tuition service, whether in a class, course, or one-to-one setting.
1.5 “Students” refer to the individuals receiving educational support and instruction through our tuition services.
1.6 “Fees” refer to the charges associated with the provision of our tuition services, including workbooks and mock tests.
1.7 “’11 Plus London’ or ‘We/Us’ refers to Exam Prep Ltd, trading as 11 Plus London, providing educational services and resources to Clients and Students under this agreement.
2.1.1 11 Plus London is committed to protecting the privacy and handling the personal information in accordance with applicable data protection laws.
2.1.2 You can find full details of our Privacy Policy here.
2.2 Collection and Use of Personal Data:
2.2.1 We may collect personal information from Clients and Students, including but not limited to names, contact details, and academic information. This information is collected for the purpose of providing our tuition services and facilitating communication.
2.2.2 Personal data may be used for administrative purposes, such as scheduling lessons, processing payments, and delivering educational materials.
2.2.3 We may also use personal data for internal analysis and improvement of our services.
2.3 Third-Party Data:
2.3.1 In some cases, we may collect personal data of third parties, such as emergency contact information provided by Clients. By providing third-party data, the Client confirms that they have obtained the necessary consent for the collection and use of such data.
2.3.2 We will handle third-party data with the same level of care and security as personal data.
2.4 Data Security:
2.4.1 We implement appropriate technical and organisational measures to protect personal data against unauthorised access, loss, or alteration.
2.4.2 While we strive to protect personal data, no method of transmission over the internet or electronic storage is completely secure. Therefore, we cannot guarantee absolute security of personal data.
2.4.3 In the unlikely event of a data breach, we will notify affected individuals and report the incident to relevant data protection authorities in accordance with applicable laws.
2.5 Data Sharing:
2.5.1 We do not sell, rent, or disclose personal data to third parties for marketing purposes.
2.5.2 We may share personal data with trusted service providers who assist us in delivering our tuition services. These service providers are contractually obligated to handle personal data in accordance with applicable data protection laws.
2.5.3 We may disclose personal data if required by law or in response to a legitimate request by a law enforcement authority.
2.6 Consent
2.6.1 By using our tuition services, The Client consent to the collection, use, and storage of the personal data as outlined in our privacy policy.
2.7 Data Retention
2.7.1 We retain personal data for as long as necessary to fulfil the purposes for which it was collected and to comply with legal obligations.
2.8 The Rights
2.8.1 Clients and Students have the right to access, rectify, and delete the personal data held by 11 Plus London. If you would like to exercise these rights or have any questions regarding the processing of the personal data, please contact us on info@11pluslondon.co.uk
2.8.2 We will make reasonable efforts to respond to the requests within a reasonable timeframe and in accordance with applicable data protection laws.
3.1 Definition of Classes
Classes refer to weekly group tuition in a face-to-face or online setting where Students are expected to attend for longer than one month. These include, but are not limited to the following: 7+ Preparation Classes, 8+ Preparation Classes, 9+ Preparation Classes, 10+ Preparation Classes, 11+ Preparation Classes, 12+ Preparation Classes, and 13+ Preparation Classes.
3.2 Payment Terms
3.2.1 To enrol in a class, the Client must complete the registration form and process, providing accurate and up-to-date information. By doing so, they agree to pay the fees outlined on our website.
3.2.2 The fees include all class mocks, class materials, class tuition, and feedback to Clients.
3.2.3 Clients are responsible for paying the fees as outlined on our website for the selected class. The fees are payable monthly in advance.
3.2.4 Payment must be made via standing order or bank transfer using the following bank details:
Exam Prep Ltd
Account Name: 49064656
Sort Code: 04-03-33
Clients must include the Student’s name as a reference when making payments. Payment not paid by standing order or bank transfer, may be subject to additional charges such as taxes or transaction fees.
3.2.5 If the monthly fees are not paid in full by the 4th of each month, a £50 flat fee late payment charge may be incurred.
3.2.6 Students can only join the class once the fees for the respective month have been paid in full.
3.3 Cancellation and Refunds:
3.3.1 A cancellation request requires 30 calendar days’ written notice, sent via email, to be processed. Verbal or informal cancellations will not be accepted.
3.3.2 If cancellation notice is provided less than 30 calendar days before the intended cancellation date, all fees for unattended lessons will be retained by 11 Plus London.
3.3.3 11 Plus London is not legally obliged to provide a substitute lesson for any missed lessons, and no refunds will be given for any missed lessons.
3.4 Delays and Limitations:
3.4.1 11 Plus London will make every effort to complete the services on time. However, if there is a delay due to any act or event beyond our reasonable control which prevents 11 Plus London from fulfilling their services or using the tuition venue, then neither 11 Plus London nor its representatives are liable. This includes, but is not limited to, traffic congestion, public transport delays, strikes, public health emergencies or other significant events beyond our control. In such an event, we will contact the Client as soon as is reasonably possible to notify them.
3.4.2 For online classes, the Client must ensure that the Student has access to a quiet, distraction-free environment and the required technology (e.g. computer, internet connection, software) for attending online classes. Technical issues on the Client’s side will not warrant a refund or replacement lesson.
3.5 Class Structure and Location:
3.5.1 11 Plus London reserves the right to change the class structure and location as necessary. Any changes will be communicated to the Clients in a timely manner.
3.6 Student Pickup:
3.6.1 Clients must arrange to pick up Students promptly from the classroom at the scheduled end time. A 10-minute grace period is provided, after which late pickup fees of £25 per 15 minutes will apply. Clients should provide emergency contact details and notify the office in case of delays.
3.6.2 Clients must provide accurate emergency contact information to 11 Plus London.
3.7 Limitations:
3.7.1 Whilst every effort will be made to improve the Student’s skills and performance, 11 Plus London does not guarantee specific results, such as passing exams or gaining admission to particular schools, as outcomes depend on individual ability, effort, and external factors.
3.7.2 All class materials are subject to copyright, and no photocopying is allowed without prior written permission from 11 Plus London.
3.7.3 Class schedules, content, and outcomes may vary based on circumstances, including changes in curriculum standards or educational requirements
4.1 Definition of Courses:
Courses refer to tuition lasting no more than a month in a group setting, either online or face-to-face. These courses include, but are not restricted to, the 4-day February Half Term Course, 5-day Summer Course, 1-day Crash Courses, Christmas Course, 5-day Easter Course, 5-day October Half Term Course and 5-day May Half-Term Course.
4.2 Course Attendance:
4.2.1 Students enrolled in a course are expected to attend all days of the course. Attendance is crucial for the effective delivery of the course material and learning outcomes.
4.2.2 If a Student is unable to attend any lesson, mock exam, or part of the course, 11 Plus London is not legally obligated to provide a refund, reimbursement, or exchange.
4.3 Payment Terms:
4.3.1 To enrol in a course, the Client must complete the registration process and provide accurate and up-to-date information. By enrolling, they agree to pay the fees as outlined on our website.
4.3.2 The course fees must be paid in full prior to the start of the course. Failure to pay the fees may result in the cancellation of the Student’s place in the course.
4.4 Course Fees:
4.4.1 The course fees include course tuition, mocks within the course, feedback to Clients, and any relevant reports.
4.4.2 The course fees are non-refundable and non-transferable.
4.5 Venue and Schedule:
4.5.1 The venue location and course topics will be provided and communicated to Clients before the course begins.
4.5.2 11 Plus London reserves the right to make changes to the venue, course times, and/or class structure if necessary. Any changes will be communicated to the Clients in a timely manner.
4.5.3 For online courses, the Client is responsible for ensuring the Student has access to the necessary equipment and stable internet connection to attend sessions.
4.6 Absences and Cancellation:
4.6.1 Clients must notify 11 Plus London via email of any absences from the course due to illness or family commitments.
4.6.2 Cancellation notice must be sent via email to classes@11pluslondon.co.uk or info@11pluslondon.co.uk with a minimum of 7 days’ notice. The email must include the Student’s full name and course details. If notice is not provided within this timeframe, full course fees will be retained by 11 Plus London.
4.7 11 Plus London’s Right to Cancel:
4.7.1 11 Plus London reserves the right to cancel a Client’s course attendance if the course fees have not been paid in full by the start of the course.
4.7.2 11 Plus London reserves the right to cancel a Client’s tuition and any lessons not attended will be reimbursed.
4.8 Student Pickup:
4.8.1 All Clients must arrange to bring/collect their Student to/from the classroom at the designated course venue.
4.8.2 Clients must provide accurate emergency contact information to 11 Plus London.
4.8.3 A 10-minute window is given to the Client to pick up their Student after the end of the course. After this time, the Client will be charged £25 for every 15 minutes late. Late Clients should contact the office number to communicate their delay and express their expected time of arrival.
4.9 Limitations
4.9.1 All mock test papers are owned by 11 Plus London and are copyrighted.
4.9.2 All course materials and exam papers are subject to copyright©. Photocopying or any other means of electronic reproduction are strictly prohibited without prior written permission from 11 Plus London.
4.9.3 11 Plus London will make every effort to complete the services on time. However, if there is a delay due to any act or event beyond our reasonable control which prevents 11 Plus London from fulfilling their services or using the tuition venue, then neither 11 Plus London nor its representatives are liable. This includes, but is not limited to, traffic congestion, public transport delays, strikes, public health emergencies or other significant events beyond our control. In such an event, we will contact the Client as soon as is reasonably possible to notify them.
4.9.4 Whilst every effort will be made to improve the Student’s skills and performance, 11 Plus London does not guarantee specific results, such as passing exams or gaining admission to particular schools, as outcomes depend on individual ability, effort, and external factors.
4.9.5 Lesson schedules, content, and outcomes may vary based on circumstances, including changes in curriculum standards or educational requirements.
4.9.6 For online courses, the Client must ensure that the Student has access to a quiet, distraction-free environment and the required technology (e.g. computer, internet connection, software) for attending online classes. Technical issues on the Client’s side will not warrant a refund or replacement lesson.
5.1 Definition of One-to-One Tuition:
One-to-One Tuition refers to tuition where a tutor tutors a Student in a one-to-one setting, either face-to-face or online.
5.2 Responsibilities of Client and Tutor:
5.2.1 All Tutors are self-employed and once a suitable placement has been made, the Tutor enters a Tutoring Agreement with the Client to provide One-to-one Tuition. In such cases, 11 Plus London acts solely as an intermediary between the Tutor and the Client. 11 Plus London is only responsible for sourcing and recommending a suitable Tutor. 11 Plus London is not responsible for the content of lessons or teaching methods of these tuition services.
5.2.2 The Client may request and/or suggest required or relevant class topics and materials, thus the service is bespoke and tailored to specific needs.
5.2.3 It is the joint responsibility of the Client and the Tutor to communicate and reschedule any missed one-to-one tuition lessons. Rescheduling is subject to mutual agreement and availability.
5.2.4 The Client is not permitted to make private arrangements for tuition with a Tutor introduced by 11 Plus London. Should a Client breach this obligation, they will be liable to account to 11 Plus London for all sums paid to the Tutor without deduction. 11 Plus London shall be entitled to obtain an injunction against the Client to prevent further breaches. This obligation shall continue notwithstanding the termination of this agreement.
5.3 Payment Terms:
5.3.1 We facilitate the introductions between Tutors and Clients. We manage the collection of fees from Clients on behalf of the Tutor, which includes our ongoing administration and service fee and introductory commission fee. The hourly tuition fee covers both the Tutor’s fee and The Company’s fee. VAT is added where applicable.
5.3.2 A Student may only attend one-to-one tuition with a tutor once 11 Plus London has received full payment for the monthly invoice (as defined in the ‘Fees/Payment Method’ section of our website) and once the completed online Registration Form has been accepted.
5.3.2 An invoice will be issued to Clients on behalf of the Tutor at the start of the month for the month. The full payment of the invoice (equating to tuition completed in the whole month) must be paid before tuition commences.
5.3.3 If a payment is not made in full by the due date specified on the invoice, 11 Plus London reserves the right to cancel the Client’s contract with the Tutor and stop the Student’s tuition with immediate effect until all fees are paid.
5.4 Venue and Schedule:
5.4.1 The venue/location of face-to-face tuition will be confirmed with the Tutor and the Client before tuition commences. Any online tuition will be arranged between the Tutor or 11 Plus London and the Client before tuition commences.
5.4.2 For online lessons, the Client is responsible for ensuring the Student has access to the necessary equipment and stable internet connection to attend sessions.
5.5 Absences and Cancellations:
5.5.1 11 Plus London or the Tutor must be notified by email of any absences through illness or family commitments.
5.5.2 Cancellation notice from the Client must be given to 11 Plus London or the self-employed Tutor with a minimum of 24 hours. The Client can request to rearrange one-to-one lesson with the Tutor, and it is at the Tutor’s discretion to rearrange the one-to-one lesson for another time.
5.5.3 If a one-to-one lesson has been cancelled by the Client with less than 24 hours’ notice, the Client will still be charged for the one-to-one lesson, and the Tutor is entitled to receive 100% of the Hourly Fee.
5.5.4 Requests to reschedule a missed lesson by the Client must be made in writing to the Tutor or to 11 Plus London.
5.5.5 If the Tutor cancels a lesson, the lesson can be rescheduled at no additional cost.
5.6 Punctuality:
5.6.1 If a Tutor or Client is delayed, they must notify the other party at least 15 minutes before the scheduled start time. Repeated instances of lateness by the Client or Tutor may result in a review of the tuition agreement by 11 Plus London.
5.6.2 If a Client/Student is late for a class, the Tutor will attempt to contact the Client directly via email, telephone, or any other alternative communication method. It is up to the Tutor’s discretion if they can reimburse the Client with any missed time due to lateness.
5.7 Materials and Copyright:
5.7.1 All materials and exam papers provided during one-to-one tuition are subject to copyright©. Photocopying or any other means of electronic reproduction is strictly prohibited without prior written permission from 11 Plus London. All exam papers are strictly kept for the use of 11 Plus London only and cannot be issued to Clients for Students to do at home.
5.8 Feedback and Communication:
5.8.1 It is the Tutor’s responsibility to provide feedback to the Client. The Client will need to contact the Tutor directly.
5.8.2 It is the tutor’s responsibility to provide homework/classwork, and thus, if a Client needs to discuss this, the Client must contact the tutor directly.
5.9 Cancellation of Tuition Services:
5.9.1 A full calendar month’s written notice is required to cancel any tuition services.
5.9.2 11 Plus London reserves the right to cancel the Client’s contract on behalf of the Tutor at any time and stop a Client/Student’s tuition with immediate effect. Any incomplete lessons will be reimbursed.
5.10 Limitations and Disclaimers:
5.10.1 Whilst every effort will be made to improve the Student’s skills and performance, 11 Plus London does not guarantee specific results, such as passing exams or gaining admission to particular schools, as outcomes depend on individual ability, effort, and external factors.
5.10.2 For online lessons, the Client must ensure that the Student has access to a quiet, distraction-free environment and the required technology (e.g. computer, internet connection, software) for attending online classes. Technical issues on the Client’s side will not warrant a refund or replacement lesson.
6.1 Definition:
6.1.1 Mock tests refer to any mock test where Students join us in a face-to-face setting and complete one or several mock exams or mock interviews.
6.1.2 Workbooks include any materials, either e-copy or physical form, where Students can complete exercises or instructions relating to a particular subject. This includes exam papers that Clients can purchase to complete at home.
6.2 Disclaimer:
6.2.1 The effectiveness of workbooks and mock tests in improving a Student’s skills or achieving desired outcomes cannot be guaranteed. While we provide these resources to support Students’ preparation, individual results may vary.
6.3 Mock Exams Booking, Cancellation and Refunds:
6.3.1 11 Plus London reserves the right to cancel a Client’s booking for a mock if payment is not made in full prior to the mock exam date.
6.3.2 A Student can only attend a mock exam when the full fees have been paid.
6.3.3 Mock exam fees include mock assessments and feedback/report to Clients.
6.3.4 Refunds for mock exams will only be provided if the cancellation is requested via email at least 7 calendar days before the scheduled exam date. The email must include the Student’s full name, booking reference, and exam details.
6.3.5 If a claim for a refund is made after this 7-day period, 11 Plus London reserves the right to retain the full mock exam fees.
6.4 Mock Exams Venue and Schedule:
6.4.1 The venue location and class times for mock exams will be shown in the Mock Tests information on our website.
6.4.2 11 Plus London reserves the right to make any changes to venue locations, course times, and/or class structure if necessary.
6.4.3 11 Plus London will make every effort to complete the services on time. However, if there is a delay due to any act or event beyond our reasonable control (including COVID-19 related issues) which prevents 11 Plus London from fulfilling their services or using the tuition venue, then neither 11 Plus London nor its representatives are liable. This includes, but is not limited to, traffic congestion, public transport delays, strikes, and natural disasters. In such an event, 11 Plus London will contact you as soon as is reasonably possible to notify you.
6.5 Mock Exams Absences and Cancellation:
6.5.1 11 Plus London must be notified by email of any absences through illness or family commitments.
6.5.2 11 Plus London is not legally obliged to provide a substitute mock exam for any missed lessons. At the discretion of 11 Plus London and subject to availability, if a Student misses a mock exam due to illness or family commitments, 11 Plus London may offer the Student a mock exam for another day/time. This is subject to availability.
6.5.3 Requests for a replacement mock exam must be made in writing by email.
6.5.4 No refunds will be made for a missed mock exam.
6.6 Limitations:
6.6.1 All workbooks, exam papers, and mock tests are subject to copyright. Photocopying or any other means of electronic reproduction is strictly prohibited without prior written permission from 11 Plus London. All exam papers are strictly kept for the use of 11 Plus London only and cannot be issued to Clients for Students to do at home.
6.6.2 No refunds will be provided for e-copies of workbooks, exam papers, or any other digital material once purchased or delivered.
6.6.3 Physical workbooks may qualify for a refund if they are returned in new, unused condition within 30 days from the date of purchase. Refunds will be processed only after the returned item has been inspected.
6.6.4 The Client must return the physical workbook to 11 Plus London within a specified timeframe, as determined by 11 Plus London, to be eligible for a refund.
6.6.5 The refund will be processed once the returned workbook has been inspected and confirmed to be in new condition.
6.7 11 Plus London’s Right to Cancel:
6.7.1 11 Plus London reserves the right to cancel any mock exams at any time.
6.7.2 If 11 Plus London exercises the right to cancel a mock exam, and Clients are unable to attend the mock exam of their booking, the Client will be refunded the full amount.
6.8 Mock Exams Student Pickup:
6.8.1 Clients must ensure appropriate arrangements are made for Student pickup. A 10-minute grace period is provided, after which a late pickup fee of £25 per 15 minutes will apply. Clients should notify the office promptly of any delays.
7. Governing Law and Jurisdiction
7.1 The Agreement is governed by and construed in accordance with the laws of England and Wales, irrespective of where the tuition is undertaken.
7.2 Any legal action or proceedings arising out of or in connection with this Agreement shall be subject to the exclusive jurisdiction of the courts of England and Wales.
8. Agreement
These Terms and Conditions form the entire agreement between the Client and 11 Plus London. If 11 Plus London chooses not to enforce a particular provision, it does not waive the right to enforce it later. These Terms and Conditions may be updated from time to time, and Clients will be notified of any changes. By continuing to use our services, Clients agree to the revised terms.
