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), with its registered office at 11 Marchbank Road, West Kensington, London, W14 9PJ. The trading contact address is 27 Old Gloucester Way, London, WC1N 3AX
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 Tuition, Workbooks, and Mock Exams.
1.3 “Tutor” refers to the individual who delivers the tuition service, providing instruction and guidance to the Students.
1.4 “Lesson” refers to a single unit of tuition and, where applicable, may include a class session, course session, or one-to-one session, depending on the service booked.
1.5 “Student” refers to the individual 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 Exams.
1.7 ’11 Plus London’, ‘we’ and ‘us’ refer to Exam Prep Ltd, trading as 11 Plus London, providing educational services and resources to Clients and Students under this agreement.
2.1 General:
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 consents 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, 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 in-class mock exams, 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:
Account Name: Exam Prep Ltd
Account Number: 49064656
Sort Code: 04-03-33
Clients must include the Student’s name as a reference when making payments. Payments made by methods other than standing order or bank transfer may be subject to additional processing charges.
3.2.5 If the monthly Fees are not paid in full by the 4th of each month, a £50 flat late payment charge may be incurred in addition to the Fees due.
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 classes will be retained by 11 Plus London.
3.3.3 11 Plus London is not legally obliged to provide a substitute class session for any missed classes, and no refunds will be given for any missed classes.
3.3.4 Where a Student attends a class and is unable to complete the class, or is required to leave early, due to illness, feeling unwell, or for any other reason, 11 Plus London is not obliged to provide a refund, reimbursement, or replacement class. Any goodwill credit or alternative arrangement is offered at 11 Plus London’s sole discretion and is subject to availability.
3.4 Delays and Limitations:
3.4.1 The provision of Classes is subject to the Force Majeure clause set out in Section 7.
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 class.
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.
3.5.2 11 Plus London reserves the right to substitute a Tutor for any class where the originally scheduled Tutor is unavailable due to illness, emergency, or other unforeseen circumstances. Any replacement Tutor will be appropriately qualified and suitable to deliver the class. Tutor substitution does not entitle the Client to a refund or replacement class.
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 If a Client wishes for their Student to leave the venue unaccompanied, this must be confirmed in writing in advance by email to 11 Plus London. Written consent will be recorded on the Student’s file. Once a Student leaves the venue unaccompanied, responsibility transfers to the Client.
3.6.3 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 and mock exam 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 block-booked tuition delivered over a defined period, either online or face-to-face. Courses may take place over consecutive days or be scheduled across a longer period of time, depending on the course structure.
This includes, but is not limited to, holiday courses such as the February Half Term Course, Easter Course, Summer Course, October Half Term Course, Christmas Course, one-day Crash Courses and Custom Courses.
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 course session, mock exams, or part of the course, 11 Plus London is not legally obligated to provide a refund, reimbursement, or exchange. This applies where a Student does not attend part or all of a course without cancelling the course in accordance with Section 4.6.
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, mock exams within the course, feedback to Clients, and any relevant reports.
4.4.2 Course Fees are refundable if written notice of cancellation is given at least 14 days before the course start date.
4.4.3 Course Fees may be transferred as credit towards other tuition services following cancellation and must be used within 6 months from the date the transfer request is received.
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 course 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. Absences do not entitle the Client to a refund or replacement session.
4.6.2 All course cancellations must be notified in writing by email to classes@11pluslondon.co.uk or info@11pluslondon.co.uk. The cancellation email must include the Student’s full name and course details.
4.6.3 Where cancellation notice is given fewer than 14 days before the course start date, course Fees are non-refundable and will be retained by 11 Plus London.
4.6.4 Where a Student attends a course and is unable to complete any session, or part of a session, due to illness, feeling unwell, or for any other reason, 11 Plus London is not obliged to provide a refund, reimbursement, or replacement session. Any goodwill credit or alternative arrangement is offered at 11 Plus London’s sole discretion and is subject to availability.
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 course booking. Where cancellation is initiated by 11 Plus London, any unused course days will be reimbursed on a pro-rata basis.
4.8 Student Pickup:
4.8.1 All Clients must arrange to bring and collect their Student to/from the classroom at the designated course venue.
4.8.2 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.
4.8.3 If a Client wishes for their Student to leave the venue unaccompanied, this must be confirmed in writing in advance by email to 11 Plus London. Written consent will be recorded on the Student’s file. Once a Student leaves the venue unaccompanied, responsibility transfers to the Client.
4.8.4 Clients must provide accurate emergency contact information to 11 Plus London.
4.9 Limitations
4.9.1 All mock exam materials and course materials are owned by 11 Plus London and are copyrighted. Photocopying or any other means of electronic reproduction are strictly prohibited without prior written permission from 11 Plus London.
4.9.2 The provision of Courses is subject to the Force Majeure clause set out in Section 7.
4.9.3 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.
4.9.4 Course session schedules, content, and outcomes may vary based on circumstances, including changes in curriculum standards or educational requirements.
4.9.5 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 sessions. Technical issues on the Client’s side will not warrant a refund or replacement session.
5.1 Definition of One-to-One Tuition:
One-to-One Tuition refers to tuition provided to a Student by a Tutor on an individual basis, 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 into a Tutoring Agreement directly with the Client to provide One-to-One Tuition. 11 Plus London administers payments and provides administrative support for operational purposes only in connection with the One-to-One Tuition. 11 Plus London is responsible for sourcing and recommending suitable Tutors but is not responsible for the content of the Lessons, teaching methods, or educational outcomes of the One-to-One Tuition.
5.2.2 The Client may request and/or suggest required or relevant tuition 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. The Fees include our administration and service fee and an introductory commission 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 and once the completed online Registration Form has been accepted.
5.3.3 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.
5.3.4 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 a 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.
5.5.6 Where a Student attends a one-to-one Lesson and is unable to complete the Lesson, or is required to stop the Lesson early, due to illness, feeling unwell, or for any other reason, 11 Plus London and/or the Tutor are not obliged to provide a refund, reimbursement, or replacement Lesson. Any rescheduling or alternative arrangement is subject to the Tutor’s availability and discretion and must be agreed in writing.
5.5.7 Where a Student fails to attend a scheduled Lesson without prior notice, or joins after a significant delay, the Lesson will be deemed to have taken place and the full Lesson Fees remain payable. This applies regardless of whether the Tutor is able to deliver the full Lesson time.
5.6 Punctuality and Cover:
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 or Student is late for a session, the Tutor will make reasonable attempts to contact the Client via email, telephone, or another agreed method of communication. The Tutor is required to wait for a maximum of 15 minutes from the scheduled start time. Any missed time due to lateness will not be guaranteed to be made up. At the Tutor’s discretion, and subject to availability, the Tutor may choose to extend the session or offer an alternative arrangement.
5.6.3 Where a Tutor is unable to deliver a scheduled one-to-one Lesson due to illness, emergency, or other unforeseen circumstances, the Tutor reserves the right to arrange suitable cover for the Lesson, subject to availability. Any replacement Tutor will be appropriately qualified and suitable to deliver the agreed tuition. Where cover is not available, the Lesson may be rescheduled by mutual agreement between the Client and the Tutor, or refunded where applicable.
5.7 Materials and Copyright:
5.7.1 All materials and exam papers owned by 11 Plus London and provided during One-to-One Tuition are subject to copyright. Photocopying or any other form of reproduction of such materials is prohibited without prior written permission from 11 Plus London.
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. This applies to cancelling the ongoing tuition arrangement and is separate from the notice required to cancel or rearrange an individual Lesson (see 5.5).
5.9.2 11 Plus London reserves the right, at its discretion, 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 unused paid-for 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 Exams refer to any mock exam 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 exams 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 exam 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 the mock exam 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 14 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 14-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 times for Mock Exams will be shown on the Mock Exams page on our website.
6.4.2 11 Plus London reserves the right to make any changes to venue locations, mock exam times, and/or mock exam structure if necessary.
6.4.3 The provision of Mock Exams is subject to the Force Majeure clause set out in Section 7.
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 obligated to provide a substitute mock exam for any missed mock exam. Where a Student misses a mock exam due to illness or family commitments, 11 Plus London may, at its discretion and subject to availability, offer the Student the opportunity to sit a mock exam on an alternative date or time.
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 where the absence is due to the Student or Client.
6.6 Limitations:
6.6.1 All workbooks, exam papers, and mock exams are subject to copyright. Photocopying or any other form of electronic or physical reproduction is strictly prohibited without prior written permission from 11 Plus London.
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 cancels a mock exam and the Client is unable to attend a rescheduled mock exam, the full mock exam Fees will be refunded.
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.
6.8.2 If a Client wishes for their Student to leave the venue unaccompanied, this must be confirmed in writing in advance by email to 11 Plus London. Written consent will be recorded on the Student’s file. Once a Student leaves the venue unaccompanied, responsibility transfers to the Client.
7.1 11 Plus London shall not be liable for any failure or delay in the performance of its obligations where such failure or delay arises from events beyond its reasonable control. Such events include, but are not limited to, acts of God, fire, flood, extreme weather, pandemics or public health emergencies (including COVID-19), government restrictions, strikes, industrial action, failure of utilities or internet services, transport disruption, venue unavailability, or any other event or circumstance beyond 11 Plus London’s reasonable control.
7.2 Where a Force Majeure event occurs, 11 Plus London will make reasonable efforts to notify the Client as soon as practicable and, where possible, to rearrange or reschedule the affected service. No refunds or compensation shall be payable unless expressly stated elsewhere in these Terms and Conditions.
8. Governing Law and Jurisdiction
8.1 The Agreement is governed by and construed in accordance with the laws of England and Wales, irrespective of where the tuition is undertaken.
8.2 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.
9. 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.