Policies & Agreements

The following Policies and Agreements are required for participation in our programs.

I. Registration/Scheduling Procedures

Application Form: 

All students must complete the registration form sent to you when you requested our services and on each new school year. * Not applicable for TEF/TCF students.

Session Booking:

• Students, parents/guardians can schedule sessions through our online booking system, by email, or by phone.
• Sessions are subject to French Educational Specialist availability and will be confirmed via email or through the booking platform.

Regular Schedule:

• A regular schedule will be established based on the availability discussed during the initial consultation.
• Students are encouraged to maintain a consistent schedule to ensure continuity in learning. * Not applicable for TEF/TCF students.

Rescheduling a Regular Session Schedule 

* Not applicable for TEF/TCF students.

We will make every effort to accommodate rescheduling requests however, we cannot guarantee that the same time slot or the same French Educational Specialist will be available due to the following reasons:

Reasons for Limited Availability:

• French Educational Specialist Availability: Our French Educational Specialists have multiple clients with set schedules. A change in one student’s schedule may conflict with another student’s session.
• High Demand: Certain time slots, particularly during peak hours, may be in high demand, making it challenging to accommodate changes.
• Prior Commitments: French Educational Specialists may have other professional or personal commitments that limit their flexibility in adjusting schedules.
• Session Overlaps: Adjusting one session might lead to overlaps with other sessions, impacting the French Educational Specialist’s ability to manage their schedule effectively.

Alternative Solutions:

• If the original time slot is not available, we will offer alternative times that are as close as possible to the preferred schedule.
• We may also provide the option of a different French Educational Specialist, if available, to ensure the session can still take place at a convenient time.

Confirmation: 

Enrollment is confirmed when: 

1. after the student/parent/guard receives a schedule confirmation email from our office and 
2. The student/parent/guard makes the payment.

II. Tuition and Payment

Tuition fees must be paid in full only after confirming with the administration and receiving the schedule confirmation. 

• Tuition Fees: Fees will be charged every 4 weeks automatically via credit card.
• Payment Method: We accept credit card payments via our website for our tutoring and TEF/TCF services. For other programs the payment method may vary.
• Declined Payment: If a payment is declined, a $25 charge will be applied. Please ensure that your payment information is up to date to avoid disruptions in service.

III. Class Schedule

• Regular Classes: Monday to Thursday, from 4 PM to 7 PM (last class starts at 7 PM). * Not applicable for TEF/TCF students.
• Schedule Changes: The schedule might change, so please verify with the administration by email (info@lagencefrench.com). 
• TEF/TCF students: class schedule might change every school year, so please verify with the administration by email (info@lagencefrench.com). 

IV. Missed Classes

• Notification: Notify L’Agence French only by email at least 24 hours in advance if the student will be absent. Less than 24 hours, no make-up class will be possible, no exceptions, and no refunds. * Not applicable for TEF/TCF students.
• Make-up Classes: Make-up classes will be held in a group setting on Fridays at either 4 PM, 5 PM or 6 PM with any French Educational Specialist available. To book your spot for a make-up class, please email L’Agence French at info@lagencefrench.com . Note that the make-up group class must be completed within 3 months. * Not applicable for TEF/TCF students.
• TEF/TCF students: No Make-up classes are accepted, if a student misses a class, he/she/they will be able to see what they missed on the class platform.

V. Student illness

• Notification: Inform the office as soon as possible or within 3 hours of the class start time if the student is ill and unable to attend the class. Notification of illness must be given within 3 hours of the class start time. Less than 3 hours of class start time, no make-up class, no refunds, and no exceptions, will be possible. * Not applicable for TEF/TCF students.

• Make-up classes: Make-up classes will be held in a group setting on Fridays at either 4 PM 5 PM or 6 PM, subject to availability and with any French Educational Specialist available. * Not applicable for TEF/TCF students.
• In-Class Illness: If a student becomes ill during class, they will be asked to leave immediately or be picked up by parent/guard to maintain a healthy environment for staff and other students. There will be no refunds or make-up classes for in-class illness.
• Chronic Illness: For extended absences due to chronic illness, please contact L’Agence French to discuss possible accommodations.
• Health Guidance: We follow the guidance of the Ministry of Health Ontario to ensure the safety and well-being of all students.

VI. French Educational Specialist illness

• Notification: In the event of a French Educational Specialist's illness, we will notify students/parents/guardians as soon as possible. A substitute French Educational Specialist will be provided to ensure continuity in the student's learning.
• Make-up Classes: A make-up class will be arranged in case of no substitute French Educational Specialist available. The make-up class in a group setting will be arranged within 4 weeks.

VII. Student and French Educational Specialist Punctuality

• Student Lateness: Students are expected to arrive on time for their scheduled classes. If a student is late, no missed time will be made up or make-up classes or refunds will be provided for lateness.
• French Educational Specialist Lateness: If a French Educational Specialist is late for a scheduled class, the missed time will be made up either at the end of the class depending on the student and French Educational Specialist’s schedule or at a mutually agreed-upon time. If a French Educational Specialist is more than 15 minutes late, a substitute teacher will be provided, or the class will be rescheduled at no additional cost.

VIII. School Breaks and Public Holidays

• Scheduled Breaks: L’Agence French follows the local school calendar for major breaks (e.g., winter break, spring break and summer break). Membership will be paused during these periods, and no fees will be charged. * Not applicable for TEF/TCF students.
• Public Holidays: No classes will be held on public holidays. Make-up group sessions will be arranged, within 3 months, on Fridays at either 4 PM, 5 PM or 6PM.

IX. Family Holidays Outside of School Holidays

• Notification: Inform L’Agence French at least 2 weeks in advance if the student will be absent due to a family holiday outside of scheduled school holidays.
• Make-up Policy: Make-up classes will not be provided for absences due to family holidays outside of scheduled school holidays, and no refunds will be issued.
• Planning: We encourage families to plan vacations during scheduled school breaks to avoid disruption to the student's learning process.

X. On Hold/Paused Membership

• Request: Students/Parents/guardians can request to put their membership on hold or pause it by contacting L’Agence French at info@lagencefrench.com.
• Notice Period: A minimum notice period of 2 weeks is required for pausing the membership. Submit a written request via email to info@lagencefrench.com.
• Duration: Any Membership can be paused for up to 2 months.

After this period, for one on one tutoring, , the student’s spot may no longer be guaranteed and after 5 days in the “on hold/paused” membership, for one on one tutoring, the student is not guaranteed to have the same French Educational Specialist. * Not applicable for TEF/TCF students or group tutoring.

• Resumption: To resume classes, please contact L’Agence French at least one week in advance.
• Remaining Classes: If the membership is paused for more than 2 months, any remaining classes in the student's account will be forfeited.
• Payment and Billing: While the membership is on hold/paused, billing will be temporarily suspended. Regular billing will resume once the student restarts their classes. There will be no retroactive billing for the period the membership was paused.

XI. Withdrawal/Cancellation/Suspending Membership

• Termination by Students/Parents/Guardians: If you wish to terminate the membership, please provide a written notice at least 2 weeks in advance.
• Termination by L’Agence French: The program reserves the right to terminate a student's membership for consistent non-attendance or disruptive behavior. This includes repeated tardiness, frequent absences without notice, or any behavior that disrupts the learning environment for others. Read “the code of conduct” below for more info.
• Credit for Future Sessions: There are no refunds for suspending the membership; however, the remaining balance can be credited towards future sessions within 2 months after termination for the same member or direct family member (brother or sister), please note that the direct family member is not applicable for TEF/TCF students.

XII. Emergency Cancellations

Section XII. Not applicable for TEF/TCF students.

• Cancellations Due to Weather, Power Outages, or Other Unforeseen Events: 

In the event of cancellations due to weather, power outages, or other events beyond our control, no refunds will be issued. However, group make-up classes will be arranged as soon as possible. For example, if a class is canceled due to a snowstorm, a make-up class, in a group setting, will be scheduled on the next available Friday at 4 PM, 5 PM or 6 PM.

• Emergency Situations: 

Each case will be assessed individually. For example, if a prolonged power outage prevents classes from being held for an extended period, we will arrange for additional group make-up sessions to ensure that students do not miss out on their learning. No refunds will be issued for these situations, but we will work to provide ample opportunities for group make-up classes.

• Student Emergency Cancellations: 

If a student needs to cancel a class at the last minute due to an emergency situation (e.g., medical emergency, family crisis), the case will be assessed individually. Make-up classes , in a group setting, will be scheduled on the next available Friday at 4 PM, 5 PM or 6 PM, but no refunds will be issued. Documentation may be required to support the emergency claim.

XIII. Refunds

• Refunds: Refunds will be issued if the program is canceled by L’Agence French. The cost of any classes the student attended will be deducted.
• Refund Requests for new membership ONLY: Refund requests made within 7 days of the start of the program will be considered on a case-by-case basis and, if approved, will incur a $100 administration fee in addition to the cost of any classes the student attended. Please note that L’Agence French reserves the right to refuse refund requests. Our goal is to ensure fairness and consistency in our policies, and we evaluate each situation individually to maintain the integrity of our programs.
• Extraordinary Circumstances for all members: Refunds may be considered for:

- Serious Illness: A doctor's note detailing the illness and the duration of required absence must be provided.

- Family Emergency: Documentation or a written explanation of the emergency situation must be provided.

- Relocation: Proof of relocation, such as a new lease agreement or a utility bill, must be provided.

Please note that we reserve the right to refuse refund requests. Our goal is to ensure fairness and consistency in our policies, and we evaluate each situation individually to maintain the integrity of our program.

XIV. Transfer of  Membership

• No Transfer of Credit: Credits for classes or membership cannot be transferred to another individual except to immediate family members (brother and sister). Documentation  must be provided. For TEF/TCF students no transfer for immediate family members are applicable or another individual.
• Eligible Transfers: Transfer of credits or membership is only allowed to immediate family members such as a sister or brother. Documentation must be provided. * Not applicable for TEF/TCF students.
• Ineligible Transfers: Transfers to cousins, uncles, aunts, or any other relatives or non-family members are not permitted.
• Process: To request a transfer, please contact L’Agence French with the necessary details and documentation to verify the relationship. * Not applicable for TEF/TCF students.

XV. French Educational Specialist Changes

• Professional Quality: French Educational Specialists may change at any time throughout the year for professional or personal reasons. Regardless of French Educational Specialists changes, we guarantee that the quality of the class will remain professional. Our staff is composed of highly trained educators who are dedicated to maintaining a high standard of teaching. In the event of a French Educational Specialists change, the new French Educational Specialists will seamlessly continue with the same program, ensuring consistency and continuity in the students' learning experience. If the student/parent/guardian decide to pause/cancel membership because of the French Educational Specialist changes, there will be no refund or transfert for the remind classes.

XVI. Confidentiality and Privacy

• Data Protection:
• All student information is kept confidential and used solely for tutoring purposes.
• Personal data such as contact information, academic records, and session notes will be securely stored and protected against unauthorized access.
• Session Confidentiality:
• The content of tutoring sessions is private and will not be disclosed to third parties without the student's or parent’s/guardian’s consent, except as required by law. * Not applicable for TEF/TCF students.
• Any recorded sessions or written materials created during the sessions will be handled with the same level of confidentiality.
• Photography:
• Photography or video recording during tutoring sessions is not permitted without prior consent from both the student (or their parent/guardian if the student is a minor) and the French Educational Specialists. * Not applicable for TEF/TCF students.
• Any photographs or videos taken with consent will be used solely for educational or promotional purposes as agreed upon by all parties involved.
• Personal Belongings:
• Students are responsible for their personal belongings during in-person tutoring sessions.
• French Educational Specialists will not be held liable for any loss, theft, or damage to personal items brought to tutoring sessions.
• It is recommended that students only bring necessary materials to the sessions and avoid bringing valuable items.

XVII. Assumption of Risk

• General Understanding: 

By enrolling in our services at L’Agence French, students/parents/guardians acknowledge and accept the inherent risks associated with educational activities, whether conducted in-person or online.

• In-Person Sessions:
• Students/parents/guardians understand that in-person tutoring/TEF/TCF sessions will be at L’Agence French facility.
• While we take all reasonable precautions to ensure a safe environment, L’Agence French is not liable for any injuries, accidents, or illnesses that may occur during in-person sessions.
• Students/parents/guardians are responsible for their personal safety and the safety of their belongings during in-person sessions.
• Online Sessions:
• For online tutoring sessions, students/parents/guardians are responsible for ensuring a safe and appropriate learning environment, including a stable internet connection and suitable equipment (e.g., computer, microphone, webcam).
• L’Agence French is not responsible for any technical issues, interruptions, or security breaches that may arise during online sessions.
• Students/parents/guardians should be aware of the risks associated with using online platforms, including potential data breaches or unauthorized access.
• Travel:
• For in-person tutoring/TEF/TCF sessions, students/parents/guardians assume the risk associated with traveling to and from the tutoring location.
• L’Agence French is not liable for any accidents, delays, or incidents that may occur during travel.
• Health and Safety:
• Students/parents/guardians must inform the French Educational Specialists of any health conditions, allergies, or special needs that may affect the tutoring sessions.
• L’Agence French will take reasonable steps to accommodate these needs but is not liable for any health-related issues that may arise.
• Emergency Situations:
• In the event of an emergency during an in-person session, the French Educational Specialist will take appropriate action to ensure the student’s safety, which may include contacting emergency services.
• Students/parents/guardians are responsible for providing up-to-date emergency contact information.
• Acceptance of Risk:
• By participating in our services at L’Agence French, students/ parents/guardians acknowledge that they understand and accept these risks.
• This acknowledgment includes an understanding that L’Agence French will not be held liable for any damages, losses, or injuries that may result from participation in any of our programs.

XVIII. Email Communication and Consent

• Consent to Receive Emails:
• By enrolling in L'Agence French, students/parents/guardians consent to receive emails from L’Agence French.
• Emails may include important information regarding scheduling, session updates, billing, educational resources, Newsletter and other relevant communications.
• Types of Emails:
• Administrative Emails: These include confirmations of scheduled sessions, reminders, cancellations, and changes to session times.
• Billing Emails: Invoices, payment confirmations, and notices regarding any outstanding balances or changes in fees.
• Educational Resources: Materials, homework assignments, progress reports, and additional resources to support the student's learning.
• News and Updates: Information about program developments, new services, upcoming events, and any other relevant news.
• Communication Updates:

All important updates, including changes to policies and agreements, will be communicated via email. It is your responsibility to ensure that the email address provided to us is current and that you regularly check your inbox, including any spam or junk folders, for communications from us.

• Responsibility for Staying Informed:
• By continuing to use our services, you agree to stay informed about any updates or changes to our policies and agreements. L'Agence French will not be held responsible for any consequences resulting from a failure to read or acknowledge these updates.
• It is your responsibility to review any changes to our policies and agreements, which will be communicated through email. We recommend checking your email regularly to ensure you are aware of any updates.
• No Liability for Missed Communication:
• L'Agence French is not liable for any missed information or misunderstandings due to failure to read or receive email notifications. Clients are responsible for staying informed of any changes by checking their email periodically.

• Acknowledgment of Receipt:
• Your continued use of our services after updates have been communicated constitutes your acknowledgment and acceptance of the updated policies and agreements.
• Opting Out:

• Students/parents/guardians have the right to opt out of non-essential emails (e.g., newsletters, promotional content) at any time.Note that opting out of essential communications (e.g., administrative or billing emails) may affect the ability to receive critical information necessary for participation in the program.
• To opt out, recipients can use the unsubscribe link provided in the email or contact L’Agence French directly.
• Privacy and Security:
• Email addresses and personal information will be kept confidential and will not be shared with third parties without consent.
• We take reasonable measures to ensure the security of email communications and protect against unauthorized access.
• Contact Information:
• For any questions or concerns regarding email communications, clients can contact us at info@lagencefrench.com or call 416/549-1607.

XIX. French Educational Specialist - Student - Parent Interactions and Hiring

Prohibition on Direct Hiring:

Students/parents/guardians agree not to engage in any direct hiring of a French Educational Specialist from L’Agence French independently of L’Agence French. Any arrangements must be made through L’Agence French to ensure consistency and adherence to our policies.

Exchange of Personal Contact Information:

• The exchange of personal contact information (such as phone numbers, email addresses, or home addresses) between French Educational Specialists of L’Agence French and students or parents/guardians outside of professional communication channels established by L’Agence French is strictly prohibited.
• All communications should be conducted through L’Agence French’s approved methods (e.g., L’Agence French email, booking system).

Consequences of Violation:

• Any attempt to circumvent L’Agence French by directly hiring French Educational Specialists of L’Agence French or exchanging personal contact information without L’Agence French’s knowledge will result in immediate termination of services.
• L’Agence French reserves the right to take legal action against individuals or parties who violate this policy.

Legal Measures:

• L’Agence French will pursue legal measures to protect its business interests and enforce this policy. This includes seeking damages for any losses incurred due to the unauthorized hiring or solicitation of L’Agence French’s French Educational Specialists.

XX. Acknowledgment of Policies and Code of Conduct

By registering for any of the programs offered by L’Agence French, students/parents/guardians acknowledge that they have read, understood, and agree to abide by the policies and code of conduct outlined in this document.

Furthermore, they agree to release, indemnify, and hold harmless L’Agence French, its owners, employees, volunteers and French Educational Specialists from any and all claims, liabilities, or expenses, including legal fees, arising from their participation in the any of our programs, and they waive the right to sue L’Agence French, its owners, employees, volunteers and French Educational Specialists.

They also acknowledge their responsibility read the email sent about any updates on policies and agreements, to regularly review and stay informed of any additions or changes to these policies and agree not to hold L’Agence French, its owners, employees, volunteers and French Educational Specialists liable for any issues arising from their failure to do so in case of the email went to your trash, junk or advertising.

The code of conduct at L’Académie French/L’Agence French

The code of conduct is established so that everyone can learn in harmony and work in safety in the establishment of L’Académie French at L’Agence French.

To live better at L’Académie French, L’Agence French, we need rules of conduct that teach us about our rights, our responsibilities, our irresponsible acts and reparation.

Rights cannot exist without responsibilities.

 

What is a right?

It is an obligation that others have towards me in order for me to flourish.

 

What is a responsibility?

It is an obligation that I have towards others and towards myself so that others can be fulfilled.

 

What is an irresponsible act?

It is the act of neglecting a responsibility.

 

What is repair?

It is a positive gesture towards the one or those whom I have hurt or offended.

THE RULES OF CONDUCT OF L’ACADÉMIE FRENCH/L'AGENCE FRENCH

Right #1 Everyone has the right to have responsibilities.

I'm responsible …

1.1 to assume my responsibilities.

Right #2 Everyone has the right to be respected.

I'm responsible …

2.1 of my own respect and the respect of others.

2.2 to speak politely and listen to others with respect.

2.3 to do what is asked of me by L’Agence French, its owners, employees, and French Educational Specialists.

Right #3 Everyone has the right to work and learn in peace.

I'm responsible …..

3.1 of my active and positive participation in my learning.

3.2 of my contribution to the general climate of L’Académie French, L’Agence French :

3.2.1 to enter silently.

3.2.3 to arrive on time.

3.2.4 to speak quietly so as not to disturb others.

Right #4 Everyone has the right to live in a healthy and safe environment.

I'm responsible…

4.1 to show respect for adults and peers in my attitudes, my words and my actions.

4.2 to speak kind words to myself and others.

4.3 to choose peaceful solutions to resolve my conflicts.

4.4 of my own safety and that of others (physical and psychological safety).

4.5 to respect the premises (cleanliness and maintenance of property).

Right #5 Everyone has the right to work with materials.

I'm responsible…

5.1 to respect my equipment and that of others.

5.2 to take care of the equipment and furnishings of the premises of L’Académie French, L’Agence French.

 

BEHAVIOR TO HAVE IN OUR PREMISES

Arriving

I enter in silence, I make no noise.

I speak in French throughout the period (except for Spanish and English lessons).

I say hello to my French Educational Specialist without disturbing others.

I put my coat/my jacket/… on my chair.

I put my belongings (e.g. boots) in the place previously indicated by Agence French.

I put my work materials on my work table.

I speak softly or whisper when addressing others.

Before leaving

I put my things away quietly.

I pick up trash and throw it in the appropriate places.

I put the chair back.

I thank my French Educational Specialist and say goodbye.

I leave in silence so as not to disturb the others who are working.

RESPECT AND COMMITMENT TO THE CODE OF CONDUCT 

Student Engagement

When I have irresponsible behavior (maximum three) that contravenes one of the rules of L’Académie French, L’Agence Frenchcode of conduct. L’Agence French makes me apply an act of reparation (up to a maximum of three) depending on the irresponsible behavior I have had.

I have read L’Académie French, L’Agence French code of conduct and rules of conduct. I undertake to respect the rules of conduct in order to make L’Académie French, L’Agence French a place where life is good. I make sure to consult these rules regularly so as not to forget them. I also undertake to respect my role as a student.

Commitment of students/parents/legal guardians

I acknowledge that L’Agence French and L’Académie French reserve the right, at Agence French's sole discretion, to discontinue each Student's participation in L’Académie French, L'Agence French programs or any other program and activities if the conduct, condition or behavior of this student is considered dangerous, unsatisfactory or detrimental to the programs, activities, to other students and French Educational Specialists and to L’Agence French, or such student has suffered a deterioration in his physical, emotional or mental state of this student and others.

No refunds will be made if a student violates the code of conduct, the rules of Académie French, L’Agence French and the regulations or policies of L’Agence French.

I (parent/legal guardian/student) have reviewed all rules, policies and regulations of L'Agence French  with the student. The Student and I agree, and I have requested the Student to accept and abide by all such rules, policies and regulations of L'Agence French, and that at all times, the sole responsibility of personal safety is the responsibility of each student.

I (TEF/TCF student have reviewed all rules, policies and regulations of L'Agence French. I agree, and I accept and abide by all such rules, policies and regulations of L'Agence French, and that at all times, the sole responsibility of personal safety is the responsibility of each student. I also acknowledge that the policies and regulations of L’Agence French are for tutoring programs and TEF/TCF programs.

SIGNING OF THIS DOCUMENT

When registering the student or yourself on L’Agence French website, the student/parent/legal guardian checked the box “Policies and agreements - participation policies”, which is equivalent to the signature of student/ parent/legal guardian in accordance with the Regulations Compliance Act of the Province of Ontario.

When registering yourself or the student in person at L’Agence French premises, the student/parent/legal guardian must sign this document.

Updates made on September 2024.