Terms and Conditions

Last updated: 16 October 2026

1. APPLICATION AND INTERPRETATION

1.1 Application and Amendments

These Terms and Conditions apply to all quotations, Allocations and bookings. By requesting a quotation or Allocation, and again by paying the deposit for a booking, the Agent agrees to be bound by them and by PLUS’ Partner Agency Agreement, available in the footer of the PLUS website. The two documents are read together.

PLUS may amend, update, or replace these Terms and Conditions at any time and shall publish the current version on its website. A quotation or Allocation is subject to the version in force when it is requested. The Terms and Conditions applicable to a booking are those in force on the date the deposit for that booking is received by PLUS, even if a different version applied when the quotation or Allocation was requested. Once the booking has been confirmed, the terms of that booking shall not be varied save by written agreement between the parties or as provided in these Terms.

1.2 Order of Precedence

Save where a written agreement signed by PLUS and the Agent, or PLUS’ written confirmation of a special arrangement for a specific booking, expressly states that it varies these Terms, in the event of any inconsistency, ambiguity, error or differing interpretation between these Terms and Conditions and any other information provided by PLUS (including websites, brochures, or correspondence), these Terms and Conditions shall prevail. Where information in correspondence or promotional materials is inconsistent with the information published on the PLUS website, the website shall prevail unless PLUS has expressly agreed otherwise in writing for a specific booking. Each booking is governed solely by these Terms, the documents they refer to and any agreement or confirmation referred to in this clause, which together replace any earlier statement or understanding. The Agent confirms that it has not relied on any statement by PLUS that is not set out in them.

2. QUOTATIONS, ALLOCATIONS AND BOOKINGS

2.1 Quotations and Allocations

Any quotation, proposal, availability confirmation or preliminary reservation (Allocation) issued by PLUS is provisional and subject to availability. It does not constitute an offer capable of acceptance, a booking, or any commitment by either party to proceed with a booking, and no payment is due at this stage. Any validity period stated in a quotation is not a hold or guarantee of availability. Each quotation is based on the number of students and Group Leaders stated in it.

Until the booking has been confirmed in writing, PLUS may amend (including as to price) or withdraw any quotation, proposal, availability confirmation or Allocation, or release any places provisionally held, at any time and without prior notice, for any reason, including where places are withdrawn by a third-party supplier or circumstances arise beyond PLUS’s reasonable control. PLUS will endeavour to offer a suitable alternative where possible, but no alternative, compensation or other remedy is guaranteed.

2.2 Deposit and Booking Confirmation

To convert the allocation into a booking, the Agent must pay a deposit of:

for each place allocated. The deposit is non-refundable except as set out in these Terms and will be deducted from the final bill.

For each place allocated, PLUS shall raise a relevant deposit invoice. On receipt of the deposit, PLUS shall confirm the booking in writing, subject to availability; no booking is formed until it has done so. The deposit for any place PLUS cannot confirm will be refunded in full.

A confirmed booking is directly tied to the number of places covered by the deposit payment, and any reduction in booking numbers is subject to clause 5.1. A partial deposit (that is, any payment that does not equal the number of places allocated multiplied by the deposit due per place) will not be treated as valid. Although such a payment may be received into PLUS’s account, it shall not change the status of the booking.

Payment must be credited to PLUS’s account by the date indicated in the Agency Area and in the activation email; failing this, the allocation is cancelled automatically. Any request to reinstate or reactivate the cancelled allocation will be considered; however, reinstatement is not guaranteed and shall be strictly subject to availability at the time of request. PLUS accepts no liability should the original allocation, dates, or group capacity no longer be available due to subsequent bookings by third parties.

Depending on PLUS’s requirements and availability, the allocation period may be extended one or more times beyond the applicable deposit deadline. Until the booking has been confirmed, the places remain provisional under clause 2.1, even where the deadline has been extended. For example, places provisionally held for the group may be taken back by the accommodation provider in response to demand from other clients, in which case PLUS may need to change the centre or room type for the group.

3. PRICES AND PAYMENT

3.1 Prices

PLUS’s prices are exclusive of value-added tax, sales tax, or any other tax which may become applicable from time to time. The Agent has to bear the additional cost thereof.

3.2 Settlement

The balance must be settled by the date indicated on the invoice and in any event not later than 30 days prior to the arrival of the students, without deduction or set-off and free from any taxes, levies, other charges or encumbrances. Should the sum(s) due not be credited in full to PLUS’s account by the date indicated, PLUS may cancel the Agent’s booking, forfeit the deposit paid, and/or suspend service(s) at any given centre. PLUS shall not be liable for any loss, inconvenience or additional expense arising as a result.

The pro-forma invoice available in the Agency Area provides an indicative calculation based on provisional booking numbers. It is not the Final Invoice and excludes supplementary services, including Add-Ons, Top-Ups and Airport Transfers.

All deposit payments, and any other payments made to PLUS, must always quote the group booking ID in the accompanying correspondence and on the bank transfer(s).

4. BOOKING REQUIREMENTS

4.1 Booking Completion

All group bookings must comply with PLUS’ Booking Policies, available in the footer of the PLUS website. Bookings must be completed and their rosters locked no later than 30 days before arrival. Anything requested after that is subject to availability and may involve limited services or additional costs. 

The Agent is responsible for the accuracy and completeness of all information entered in the roster. Students and Group Leaders who are not listed on the roster in PLUS’ system (Vision) will not be accommodated or admitted to the programme.

4.2 Adherence to Terms and Payments

PLUS emphasises the critical importance of adhering to agreed-upon terms and payment schedules. Delaying payments or the communication of final group and attendee details beyond the agreed-upon timeframe can have significant consequences, including cancellations and modifications to services, such as transportation, attraction tickets, meals, and accommodation.

5. REDUCTIONS AND CANCELLATIONS

5.1 Reductions

Agents may reduce the size of their group bookings, and the deposits already paid for the released places shall be retained as a credit against the balance payable on the remaining places within the same booking, under the following conditions and subject to the accommodation-specific terms in clause 5.3. For the avoidance of doubt, deposits are non-refundable and will not be returned as cash as a result of reductions.

Any reduction made less than 32 days before arrival, and any part of a reduction exceeding the permitted 10% per calendar month, shall be deemed a cancellation of the places concerned. The deposit for such places shall be forfeited and shall not be credited under this clause. Where such cancellation occurs within the timeframes set out in Clause 5.2, the applicable cancellation penalties shall apply.

5.2 Cancellation Penalties

Cancellation of a booking, or of any places other than by a reduction permitted under clause 5.1, must be communicated via email, including the booking reference, and will incur the following penalties based on the timing of the notice:

• 32 Days or More Before Arrival: forfeiture of the deposit for the cancelled places.
• 31 to 16 Days Before Arrival, inclusive: 50% of the full course price for the cancelled places.
• Within 15 Days of Arrival: 100% of the full course price for the cancelled places.

Important Note: The cancellation date is considered to be the date on which the cancellation email is sent. Any deposit paid for the cancelled places counts towards the penalty. If cancelled places are resold, a credit will be applied to the Agent’s future bookings.

5.3 University Accommodation Commitment

Where the accommodation provider imposes stricter cancellation terms than those set out above, the Agent agrees that PLUS may charge cancellation fees in line with the accommodation provider’s terms, up to and including 100% of the accommodation cost. These fees apply in place of any lower charge under clauses 5.1 and 5.2, not in addition to it. Any deposit paid for the place counts towards them, and the total charged for any place shall not exceed 100% of the full course price.

Booking numbers will be considered final and financially binding 32 days prior to the month of arrival.

June arrivals → 30 April
July arrivals → 30 May
August arrivals → 30 June

Any reductions after this date may incur charges under this clause 5.3.

Booking numbers will be considered final and financially binding 32 days prior to the group’s arrival date. Any reductions after this date may incur charges under this clause 5.3.

Booking numbers will be considered final and financially binding 36 days prior to the group’s arrival date. Any reductions after this date may incur charges under this clause 5.3.

5.4 Student Visa

To travel to a PLUS centre, students may need a visa or other travel authorisation, depending on their nationality and circumstances. The Visa application may be supported by PLUS’s letter of invitation. Agents whose groups require visas are expected to ensure that applications are submitted sufficiently early to allow time for decisions and, if necessary, to notify PLUS of cancellations at least 32 days before arrival.

If a visa is refused, written evidence must be provided. PLUS reserves the right to determine, at its sole discretion, whether the evidence provided is sufficient and whether the circumstances constitute a valid reason. Refund requests will be considered on a case-by-case basis. Refunds will exclude non-recoverable costs, and cancellation penalties may still apply.

5.5 Cancellation by PLUS

Should PLUS reduce or cancel the booking because the accommodation provider withdraws or reduces the accommodation, because bookings for the centre or period are insufficient for it to run, or for safety, safeguarding or regulatory reasons, the Agent may choose between an alternative booking at a different centre and/or period, where one is available, and a full refund of all sums paid to PLUS to date. This clause also applies where a change under clause 6.1 would move a confirmed booking to a different centre or different dates. PLUS will notify the Agent as soon as reasonably practicable and, where the reason is insufficient bookings, no later than 32 days before the group’s arrival date. No further compensation shall be payable. This clause does not apply where PLUS acts under clause 3.2, 9.1, 10, 11.1 or 11.2. Where any such reduction, cancellation or move results from a Force Majeure Event, clause 16 shall apply in place of this clause.

6. OUR SERVICES

6.1 Programme Services

In return for the payment of the appropriate course price, PLUS provides board, tuition and activities as specified on its website. General expenses and airport transfers are not included in the course price. Any variation from the PLUS standard package advertised on the PLUS website is valid only if confirmed in writing by PLUS.

PLUS reserves the right to amend, vary, or update programme content, itineraries, services, or operational arrangements at any time where such changes arise from errors or omissions, changes required by third-party suppliers, regulatory or safety requirements, reasonable operational reasons or circumstances beyond PLUS’s reasonable control. For example, the service schedule, social programme, facilities, attractions, excursions and activities may be adjusted, substituted or rescheduled because of changes to supplier terms, capacity restrictions, weather conditions, unforeseen closures, an industrial dispute, or where the minimum number of students for an activity has not been reached. The inclusion of a specific attraction or service in promotional materials or itineraries does not constitute a guarantee of delivery. Once a booking has been confirmed, its price may be changed only to correct an error or to reflect changes required by third-party suppliers or regulatory requirements. If such a change increases the price of the booking by more than 8%, the Agent may cancel the places concerned within 14 days of being notified and receive a full refund of all sums paid for them.

Where PLUS changes or does not provide a service for any of these reasons, other than as a result of a failure by the Agent or its Group Leaders, PLUS shall offer an alternative of a comparable nature and value or, where no comparable alternative is reasonably available, refund the fees paid for the specific service not provided. Where a change would move a confirmed booking to a different centre or different dates, clause 5.5 applies instead. No further claim or compensation can be considered, and no compensation for missed lessons during public holidays can be offered. Where a change arises from a Force Majeure Event, clause 16 (Force Majeure) shall apply in place of this clause.

For airport transfers and excursion transportation, PLUS provides a service to facilitate group travel, but does not directly arrange or book specific coaches or vehicles. The type and number of vehicles used are determined by the transport supplier based on availability and group needs. As such, PLUS cannot guarantee or specify the vehicle types.

PLUS aims to maintain a good international mix at its centres, but the nationality mix of any centre, class or activity is not guaranteed. Any information PLUS gives about the expected mix is indicative only and may change, including as a result of cancellations or bookings by other agents. Changes in the nationality mix give no entitlement to any refund, credit or compensation.

Where international mix is a priority for the Agent, PLUS will, on request, advise on alternative centres with a stronger expected mix and availability for the group’s dates. If the Agent accepts a move to one of these centres, the group will be moved at the price originally confirmed, with no additional charge or refund. Once the Agent has accepted the new centre, no refund, credit or compensation can be claimed in relation to the nationality mix at either centre.

Our programmes operate on fixed dates, and arrival outside them may result in fewer excursions, attractions or lessons. Where a group arrives on a date other than a designated arrival day, PLUS will endeavour, where operationally possible and where a suitable opportunity exists within the programme, to allow the group to recover services scheduled for the day of its actual arrival that would otherwise be missed. Make-up lessons may be delivered in a different class, in a reduced group or as a closed class for the relevant booking only. A recovered local excursion is delivered as an Independent Visit (see clause 12). Long-distance excursions run on fixed dates and cannot be recovered. Any recovery is subject to attraction and transport availability, timetabling, operational capacity and the overall programme schedule, and is not guaranteed. Services that are not recovered give no entitlement to any refund, credit, replacement or compensation.

Standard PLUS programmes are designed for fixed cycles of 7, 14 or 21 nights. Stays shorter than the cycle they fall within, including 13-night and 20-night stays, do not include the full content of the corresponding programme. Lessons, activities, excursions, attraction entries, transport and any other services scheduled for the omitted day(s) are “lost services”, and the Agent is not entitled to have them recovered, replaced, refunded, credited or compensated. PLUS may nevertheless try, at its discretion and without guarantee, to recover lost lessons or local excursions as described above.

Excursions, activities and transport run to the published Group Activity Programme. Where a group, or any of its students, is not at the meeting point at the scheduled time, the excursion, activity or transport may proceed without them so that the programme stays on schedule for all participants. The Agent must ensure that its Group Leaders keep their group punctual. Any service missed in this way is forfeited and gives no entitlement to any refund, credit, replacement or compensation.

In case of delayed or cancelled flights, PLUS will endeavour to assist wherever possible, however, the following services may not be guaranteed and additional costs may be applied in some circumstances: (1) Airport Transfer; (2) Meet and Greet at the airport; (3) PLUS staff assistance for check-in on campus; (4) Missed services including meals, lessons, attractions, and transportation provisions.

6.2 Scope of PLUS Staff Roles

PLUS staff are engaged to deliver and support the academic and leisure programmes described on the PLUS website, including English lessons, social activities, sports, games, and accompanied excursions and visits. PLUS provides on-campus staff, such as campus managers, activity leaders, and teachers, in accordance with its operational requirements and the standards expected under its accreditation.

Excursions, visits and activities forming part of a PLUS programme, other than Independent Visits and add-ons without PLUS staff (see clause 12), are accompanied group activities organised and run by PLUS staff, and are not professionally guided tours. PLUS does not hold itself out as providing, and does not provide, the services of licensed or professional tourist guides (such as Blue Badge guides). Where PLUS staff accompany a group, they do so to assist with the organisation and running of the activity, and not in the capacity of a professional tour guide.

7. ACCOMMODATION

7.1 Accommodation

Please see our Safeguarding and Key Policies in the footer for an overview of our rooming guidelines and policies.

The Agent or Group Leader may submit rooming preferences in accordance with PLUS’ standard procedures and established systems. Any such submission shall be treated as a request only and shall not constitute a confirmed arrangement. PLUS will endeavour to accommodate reasonable requests but cannot guarantee that they will be accepted.

PLUS retains sole authority to determine and confirm the final accommodation allocation for all participants, including the allocation of individual students and Group Leaders to specific bedrooms, flats, buildings, and accommodation areas.

Only room allocations issued or expressly approved in writing by PLUS shall be valid. The Agent and Group Leader must not assign participants to different rooms, exchange rooms, or make changes to the confirmed rooming allocation without PLUS’s prior written approval.

The Agent must inform Group Leaders, parents or legal guardians and students in advance of PLUS’ accommodation arrangements, which vary between centres and follow PLUS’ Rooming Guide, available on the PLUS website. For example, room allocations are fixed, groups may be split across buildings or accommodation areas, buildings may be single-gender or shared by both genders, and students may occasionally share twin or multi-bed rooms with students from other groups of a similar age. Failure to communicate these arrangements in advance does not give rise to any refund, compensation, room change or claim against PLUS.

7.2 Homestay Accommodation

Where homestay accommodation is provided by PLUS through a third-party accommodation provider, the booking shall also be subject to the relevant provider’s terms and conditions, which PLUS will provide to the Agent on request. All homestay bookings are subject to availability.

Any complaint or concern regarding homestay accommodation must be reported to PLUS immediately during the stay. PLUS will investigate the concern and liaise with the host family and/or the accommodation provider and, where appropriate and available, may arrange a suitable solution, relocation or alternative accommodation.

For non-urgent concerns, the Agent must allow PLUS a reasonable period to investigate and seek to resolve the issue, including within the existing placement where appropriate.

If a student or Agent refuses a suitable alternative, leaves the homestay, or makes alternative accommodation arrangements without PLUS’s prior written agreement, no refund or credit is due for any part of the booking not used as a result, and any additional costs PLUS incurs will be charged to the Agent. This does not apply where a student is moved because it is reasonably necessary to protect their immediate safety or welfare, provided PLUS is informed as soon as practicable.

8. MEALS, ALLERGIES AND DIETARY REQUIREMENTS

8.1 Meals

The programme includes three meals for each booked night of the stay, in line with the meal cycle specified on the relevant programme page of the PLUS website.

Meal provision is arranged in advance on the basis of the final travel details and programme schedule provided to PLUS. Where a group’s arrival, departure, or other travel arrangements mean that participants are unable to attend a meal included within the applicable meal cycle, that meal shall be released and will not be retained, replaced, credited, refunded, or provided at another time.

8.2 Allergies and Dietary Requirements

Food allergy and dietary information is shared with catering teams exclusively based on the data submitted through our system (Vision), within the roster and specifically in the column titled “Food allergies/Diet (In English)”. The Agent must obtain any food allergies and dietary requirements from each student’s parent or legal guardian and from each Group Leader. It must enter them in this column by the roster deadline in clause 4.1 and update them promptly if they change. This column is for food allergies and dietary requirements only. Other medical information must not be entered in the roster and must be recorded only on the Parental Consent Form (see clause 10).

Where allergy or dietary information is not clearly provided in the designated column, PLUS will make reasonable efforts to assist; however, this may result in a temporary disruption to expected catering services.

PLUS will take reasonable steps to cater for allergies and dietary requirements declared in this way but cannot guarantee an allergen-free environment.

9. GROUP LEADERS AND SUPERVISION

9.1 Student Welfare and Group Leaders’ Responsibilities

PLUS only accepts closed groups accompanied by their Group Leader. Group Leaders must be at least 25 years old and speak fluent English. The Group Leader is ultimately responsible for supervising their group at all times throughout the stay. During lessons and, for students in homestay accommodation, while they are in their host family’s home, the Group Leader need not be present but remains responsible, must remain contactable and must keep actively informed about their students. Their duties and responsibilities are well defined and encompassed in the PLUS Group Leader Guide, available in the footer of the PLUS website, which the Agent must hand out to their Group Leaders. The Agent and its Group Leaders must be fully familiar with the PLUS Group Leader Guide and Safeguarding and Key Policies, and the Agent must ensure that its Group Leaders adhere to them.

PLUS staff must not be left alone with students or be relied upon to provide sole supervision of a group other than during lessons. The Agent is responsible for ensuring that sufficient Group Leaders accompany each group to provide adequate supervision at all times, and in any event at least one Group Leader for every 15 students, or for every 12 where any student is under 12. Where a group does not meet this requirement, PLUS may decline the booking or, if the group has already arrived, require the Agent to provide additional Group Leaders without delay and at its own cost. PLUS recommends that at least two Group Leaders travel with each group to ensure adequate supervision and cover. This recommendation does not replace any minimum supervision ratios or other requirements set out in clause 12 or the PLUS Safeguarding and Key Policies.

PLUS reserves the right to require the Agent to replace any Group Leader who, in PLUS’s reasonable opinion, fails to perform their duties, comply with PLUS procedures, policies, safeguarding requirements, welfare standards, or reasonable instructions, or otherwise fails to meet the standards expected of a Group Leader. Where a safeguarding concern is raised about a Group Leader, PLUS may require them to be withdrawn from contact with students immediately, pending investigation. Any costs arising from such replacement or withdrawal shall be the sole responsibility of the Agent. Non-compliance may also result in sanctions or termination of the Agent’s engagement with PLUS.

9.2 Police Checks

Before the group travels, the Agent must have seen the appropriate police check documents for each Group Leader accompanying the group and must have no reason to believe that they pose any risks in accompanying the group. These police checks must not expire before the group’s return date and must permit the Group Leaders to work with children, in all environments, in their home country. The Agent assumes responsibility for the authenticity and validity of these documents.

PLUS reserves the right to request proof of the police check for any Group Leader, and the Agent shall provide such proof upon request.

10. PARENTAL CONSENT AND MEDICAL INFORMATION

The Agent must obtain parental consent and personal information for all students in the group according to PLUS’ Parental Consent Form (hereinafter referred to as “the Form”), and must ensure that the parents or legal guardians of the students accept the terms laid out in the Form. All medical information must be recorded on the Form, so that it comes directly from the parent or legal guardian. The Form must be signed by the parent or legal guardian, or by another person entitled to complete it under the associated Guidelines. It must not be signed by anyone else on their behalf, including the Agent or a Group Leader, except as part of an alternative procedure authorised by PLUS under this clause.

The consent collection process must be conducted in accordance with PLUS’ standard procedure, which involves: (1) distributing copies of the Form and associated Guidelines (both available in the Agency Area) among the students’ parents or legal guardians; (2) processing the completed forms, ensuring that they have been duly filled, according to PLUS’ policies and requirements; and (3) uploading the completed forms to PLUS’ system.

Alternative procedures are accepted by PLUS only in exceptional circumstances and with PLUS’ prior authorisation.

Where the Agent is unable to follow the standard procedure due to language barriers or other practical constraints and has received authorisation from PLUS to implement an alternative procedure, the Agent must, through this alternative procedure, obtain parental consent and the information needed for each student in accordance with the Form. Where completed forms are not uploaded to PLUS’ system, the Agent must supply any information associated with the Form without delay upon request.

Regardless of which consent collection procedure is followed, the Agent must ensure that the terms laid out in the Form and the information collected from each parent or legal guardian are duly communicated to the Group Leaders accompanying the group. Accordingly, the Group Leaders must have: (1) a full understanding of the consent given for each student under their supervision; (2) emergency contact details for each student; (3) all relevant medical information and the preparation needed to manage any medical care needs.

The Agent must ensure that its Group Leaders take responsibility for the health and welfare of the students under their supervision, including first aid, managing the medical information in the Forms, and holding and administering any medication, and that on arrival, they inform the Campus Manager of any information that may affect the safe delivery of the programme. PLUS consults uploaded Forms only when there is a reason to do so, such as an emergency, and relies on the Agent and its Group Leaders to bring to its attention any information that requires action.

PLUS makes first-aid and welfare arrangements on campus in line with its policies and accreditation requirements. PLUS is not a medical, nursing, or emergency-care provider, and PLUS staff do not assume responsibility for the ongoing medical care of individual students.

The Agent must inform PLUS of any student requiring special adjustments as soon as it becomes aware of the need, and where possible before the booking is confirmed; PLUS may decline any student whose needs it cannot reasonably meet. PLUS may also end a student’s participation in the programme where it reasonably considers, having considered any reasonable adjustments, that it cannot safely meet the student’s needs, including where relevant medical, behavioural or welfare information was not disclosed, or that the student presents a risk to themselves or others. In that case no refund is due for the remainder of the programme, and the Agent must arrange the student’s early return, including any adult escort required, at its own cost.

11. STUDENTS AND CONDUCT

11.1 Age Range Compliance

Each centre operates with a specific advertised age range (e.g., 10–17 years). It is the responsibility of the agency to ensure that all students fall within the stated age range. Any exceptions must be agreed in advance and confirmed in writing by PLUS.

PLUS reserves the right to carry out passport audits at any time during the programme in order to verify the identity, age, and visa status of all participants. Group Leaders and Agents must ensure that passports are available for inspection when requested. Failure to comply may result in disciplinary action, including possible suspension from the programme without refund.

11.2 School Regulations

Students and Group Leaders must abide by PLUS’ Student Code of Conduct, Student Agreement and Group Leader Guide, as applicable, and by the rules of the host institution. Failure to comply may result in expulsion from the course with no refund, and wherever repatriation is required this shall be at the Agent’s sole expense.

12. ACTIVITIES DELIVERED WITHOUT PLUS STAFF

Independent Visits (also called self-guided visits) are visits arranged by PLUS but led and supervised by the Group Leaders without PLUS staff, such as those scheduled in three-week packages and recovered local excursions under clause 6.1. Add-ons follow the same basis unless PLUS confirms in writing that PLUS staff will accompany (see clause 13). For Independent Visits and add-ons, PLUS plans the arrangement, books any tickets and travel included and briefs the Group Leaders; the Group Leaders lead and are responsible for the supervision, welfare, conduct and safe return of all students throughout.

Self-arranged activities are arranged and managed entirely by the Agent or Group Leaders, for example in place of an opted-out PLUS service or on an Essential flexible day. PLUS is not involved in arranging or running them, and the Agent and Group Leaders are solely responsible for them. Incidental help from PLUS, such as packed meals, directions or general information, does not change this.

Off campus, any visit or activity without PLUS staff requires at least one Group Leader per 15 students, or per 12 where any student is under 12. If these requirements are not met on the day, PLUS may cancel or replace the Independent Visit or add-on, without refund or credit.

Any PLUS service missed because of an add-on, an opt-out or a self-arranged activity is forfeited and gives no entitlement to any refund, credit, replacement or compensation.

13. ADD-ONS

13.1 Definitions

Attractions are entry tickets only. Excursions are full-day trips with private transport, starting and ending on campus, and do not include entry tickets unless otherwise specified. London Travelcards are tickets for travel on London’s public transport. Group Travelcards require a minimum of 10 passengers travelling together at all times and are valid from 09:30 Monday to Friday and at any time at weekends.

Add-on prices apply per child (CHD), aged up to 15, or per adult (ADT), aged 16 and above, based on age on the date of the service.

13.2 Booking and Payment

Add-ons must be paid in full within the timeline specified by PLUS and in any case by the following booking deadlines: (1) September to May arrivals: 30 days before arrival; (2) June to August arrivals: 31 May.

PLUS books add-ons with suppliers only once payment has been received and verified. Unpaid requests expire at the end of the specified timeline, and the Agent must then submit a new request through its PLUS sales representative. PLUS may decline an expired request and refund any payment received for it.

13.3 Availability, Prices and Group Requirements

Add-ons are subject to availability, which is not guaranteed until the supplier has confirmed the booking. Prices in PLUS’s add-on price lists may exceptionally be adjusted due to circumstances beyond PLUS’s control. Prices quoted for add-ons not included in the price lists are not guaranteed until the supplier has confirmed the booking.

Attractions normally require a minimum of 10 students and at least one supervising Group Leader for every 10 students. Some attractions or activities require larger groups or more Group Leaders. Where an attraction’s or activity’s requirements are stricter than the ratios in clause 12, they take precedence and will be confirmed before booking.

If the availability or price of an add-on changes after payment, PLUS will notify the Agent and may offer alternative dates or times or state the price adjustment needed to proceed. If no alternative or adjustment is agreed, PLUS will refund the amount paid for that add-on, and its liability is limited to that refund.

13.4 Cancellations and Alterations

Save as set out in clause 13.3 or elsewhere in these Terms, confirmed add-ons are non-refundable and non-transferable. Additional participants for a confirmed add-on require a new request which, if confirmed, is a separate booking. PLUS cannot guarantee that they will join the original participants on the same day and at the same time.

13.5 Delivery

Unless PLUS confirms otherwise in writing, add-ons are led and delivered by the Group Leaders without PLUS staff and are subject to clause 12, including its supervision requirements and Group Leader ratios. PLUS staff can be requested and booked separately, subject to PLUS’s written confirmation, at the Agent’s cost, including any entry fees for the staff.

Any PLUS service missed because of an add-on is forfeited and gives no entitlement to any refund, credit, replacement or compensation.

13.6 Tickets and Group Leader Details

For summer programmes, entry tickets are sent to the Agent by email and the Agent must distribute them to its Group Leaders. Physical tickets and Travelcards are distributed on site.

Where an attraction requires the name and contact details of the accompanying Group Leader, the Agent must provide accurate details to PLUS.

13.7 Punctuality

The Agent must ensure that its Group Leaders bring their group to each attraction at least 15 minutes before the entry time, or as instructed by PLUS, and keep the group punctual for all scheduled pick-ups, including returning to the vehicle at the end of a visit by the time specified by PLUS or the driver.

13.8 Non-compliance

Failure to meet the requirements of clauses 13.2, 13.6 or 13.7 may result in services being lost, entry being refused or additional charges payable by the Agent, and gives no entitlement to any refund or compensation.

14. AIRPORT TRANSFERS

14.1 Service

This clause applies to airport transfers booked with PLUS. References to airports and flights include train stations and trains. PLUS provides transport from the designated pick-up point to the destination for the number of passengers specified in the booking. This service does not involve the hire of a specific vehicle: PLUS works with various external suppliers, and the type and number of vehicles used for each transfer may vary.

14.2 Rates

Transfer rates apply to passengers from the same booking travelling on the same flight. Where passengers within the same booking travel on different flights, PLUS arranges separate transfers based on the individual flight details in the final roster.

14.3 Combined Transfers

Combined transfers, for passengers on different flights or from different bookings, are not normally allowed. PLUS may agree to them at its discretion, for example where one group has been entered across several booking IDs, provided the Agent has clearly requested this in writing.

In such circumstances, the Agent acknowledges and accepts that: (1) passengers may be required to wait at the airport for other arrivals; (2) transfer departure times may be adjusted to accommodate the combined transfer; (3) PLUS shall not be held responsible for any delays, extended waiting times or related inconvenience resulting from the combined transfer; (4) PLUS shall not be liable for any missed flights, check-in issues or other travel disruption on departure arising as a consequence of the combined transfer.

The Agent’s written request shall constitute full acceptance of the above and a waiver of any related claims against PLUS.

14.4 Luggage

Each passenger may bring one medium suitcase and one personal item, such as a small backpack or handbag. Any extra luggage allowance must be requested in advance. Where the limit is exceeded without prior notice, the Agent is responsible for arranging and paying for any additional vehicle required. Where PLUS assists in these situations, for example by arranging an additional vehicle, any resulting costs will be charged to the Agent.

14.5 Flight Details

The Agent must enter complete and accurate flight details for all passengers in the roster, including dates, times, airport codes, flight numbers and passenger numbers, together with the contact details of the person responsible for the passengers during the transfer, normally the Group Leader. These details form part of the roster and are subject to the deadline in clause 4.1. Where they are missing, incomplete or incorrect, PLUS may be unable to provide the transfer and may cancel it, in which case 100% of the transfer price will be charged.

14.6 Changes

Transfer changes requested within 30 days of arrival are late modifications under clause 4.1. They are not guaranteed and, if accepted, may be subject to an amendment fee.

14.7 Arrivals and Meet and Greet

Inbound transfers include a Meet and Greet service on arrival at the designated airport. The Agent must ensure that the Group Leaders, or students travelling without a Group Leader, are familiar with and follow PLUS’ arrival procedures, published under Arrivals in the top menu of the PLUS website, unless PLUS confirms other arrangements in writing, for example for centres not listed there. Where students travel without a Group Leader, their Group Leader remains responsible for them throughout their journey, must remain contactable throughout and must be at the centre to receive them on arrival.

14.8 Departures

PLUS sets outbound pick-up times at its discretion, based on operational factors, so that passengers arrive in good time for their flight. Requests for a later pick-up will not be considered. Students travelling without a Group Leader, individually or in small groups, are assisted up to the security control point, and their Group Leader remains responsible for them throughout their journey.

14.9 Travel Disruption

In the event of travel disruption, such as missed connections or delayed, cancelled or rescheduled flights, the Agent must ensure that PLUS is notified immediately. PLUS will endeavour to assist where possible but cannot guarantee the booked transfer or Meet and Greet, and is not liable for any additional costs arising, which will be charged to the Agent.

15. LIABILITY AND INSURANCE

15.1 Liability

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot lawfully be excluded or limited.

Subject to that, PLUS shall not be liable for: (1) any loss, damage, illness, injury, delay or disruption that is not caused by PLUS’ breach of these Terms or by the negligence of PLUS or its staff; (2) any loss of profit, revenue, business, goodwill or reputation, whether direct or indirect; or (3) any indirect or consequential loss.

PLUS’ total liability arising out of or in connection with any booking, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed the total price paid or payable to PLUS for that booking. This clause also applies for the benefit of PLUS’ staff.

The Agent is responsible for the acts and omissions of its employees, sub-agents, representatives, Group Leaders and students as if they were its own. The Agent shall pay PLUS on demand for: (1) any loss of or damage to property, including lost keys, caused by its students or Group Leaders; (2) any charges imposed on PLUS by an accommodation provider or other third party as a result of their conduct; and (3) any costs PLUS incurs for a student’s medical treatment, early return or repatriation, including staff and travel costs, to the extent not met directly by the student’s insurer.

The Agent shall indemnify PLUS against all claims, losses and costs arising from: (1) any breach of these Terms by the Agent or its Group Leaders; (2) any failure to provide information required under clause 10, including medical, behavioural or welfare information about a student; or (3) any statement by the Agent to students, parents or legal guardians that is inconsistent with information published by PLUS.

15.3 Lost Items Policy

The management, storage, tracking, or recovery of lost personal items does not fall within PLUS’s remit. Staff, students and Group Leaders are solely responsible for the care and security of their personal belongings at all times, including in shared spaces such as kitchens or in areas reserved for personal use, such as bedrooms. PLUS accepts no liability for any loss, theft, or damage to personal property during the programme, except where caused by PLUS’s breach of these Terms or the negligence of PLUS or its staff.

15.4 Insurance

The Agent must ensure that each student and Group Leader holds personal insurance covering, as a minimum, emergency medical expenses, repatriation, and personal and third-party liability.

The Agent must hold appropriate travel insurance covering participation in the programme, including cancellation, curtailment, the inability to attend or continue a course, and additional costs arising from events beyond PLUS’s reasonable control, including Force Majeure Events.

The Agent shall also, at their own expense, obtain and maintain insurance coverage for public liability, events, personal injury, liability for the death of any person, and any loss or destruction of or damage to property, with an insurance company of repute throughout the duration of the courses. Copies of all such insurance policies and evidence that all premiums have been paid shall be presented upon PLUS’s request.

16. FORCE MAJEURE

This clause 16 applies in place of clause 6 (Our Services) where any change to, or non-delivery of, services arises from a Force Majeure Event, and shall govern the parties’ respective liabilities and any refund or credit due in those circumstances.

PLUS shall not be liable for any delay in or failure to perform its obligations where such delay or failure results from a Force Majeure Event, meaning any of the following where beyond its reasonable control: natural disaster, fire or explosion, epidemic or pandemic, war or armed conflict, terrorism, civil unrest, sanctions, or travel bans, closures of borders or airspace, quarantine requirements, closure orders or other emergency measures imposed by a government or public authority, nor for any indirect or consequential losses arising from such events, including additional accommodation or travel costs.

Where a Force Majeure Event prevents all or part of a programme from taking place, PLUS shall not be required to provide the affected services. In such circumstances, PLUS’s obligations shall be suspended for the duration of the Force Majeure Event and PLUS may make reasonable adjustments to programmes or services.

Notwithstanding the above, the Agent shall remain liable for all amounts due under the booking to the extent that PLUS is committed to or liable for such costs to third-party providers, including but not limited to accommodation, catering, transport, or other contracted services.

Any sums paid for services not provided shall, at PLUS’s discretion, be credited towards a future programme or refunded, less any direct, non-recoverable costs and any charges incurred by PLUS under third-party supplier terms.

17. GENERAL

17.1 Data Protection

PLUS and the Agent shall comply with the “Data Protection Responsibilities of Agents” section of PLUS’s Privacy Policy, in the version made available via the footer of the PLUS website on the date the deposit for the booking is received by PLUS, which forms part of these Terms.

17.2 Complaints

Complaints and claims must be raised in accordance with PLUS’ Complaint Procedure, in the version made available via the footer of the PLUS website on the date the deposit for the booking is received by PLUS, which forms part of these Terms. The Agent must ensure that its Group Leaders, students and parents are aware of it.

17.3 Proper Law

These Terms & Conditions are construed in accordance with the English Law. All disputes, controversies or claims shall be referred to and settled under the rules of Arbitration of the International Chamber of Commerce by three arbitrators appointed in accordance with those Rules that are known and accepted by the Parties. The seat of arbitration shall be London. It is hereby agreed that the Commercial Court of London shall have exclusive jurisdiction over any judicial proceedings related to the interpretation of these Terms & Conditions which may not be referred to arbitration.