General Terms and Conditions of EDU-DUTCH ACADEMY B.V.

Our General Terms and Conditions for Consumers were developed in consultation with the Dutch Council for Training and Education (NRTO) and came into effect on 24 June 2026.

Click hereto download the general terms and conditions for consumers.

Click hereto download the general terms and conditions business (B2B).

Key Rules for the Different Course Types

1. Online Group Course

Course Confirmation and Start Date
Participants will be informed by email no later than 7 days before the scheduled start date whether the online group course will take place.

Edu-Dutch Academy reserves the right to change the start date of a group course if there are not enough registrations to form a group. A minimum of 5 participants is required for a group course.

If the group course cannot start on the scheduled date, the participant will be informed accordingly and, where possible, offered a new start date. In that case, the participant may either join the course on the new start date or cancel their enrolment. If the participant chooses to cancel, the full course fee already paid will be refunded within 7 days of the cancellation.

Delivery and Schedule of Online Group Lessons
Online group lessons are conducted via an online communication platform, such as Zoom, on the dates and times determined in advance by Edu-Dutch Academy.

Edu-Dutch Academy reserves the right to make changes to the lesson schedule or course delivery if this becomes necessary due to unforeseen circumstances. This may include rescheduling a lesson or appointing a substitute teacher, for example in the event of illness or the unavailability of the original teacher.

Participants will be informed of such changes as soon as reasonably possible.

2. Online Individual Course

Planning and Delivery of Individual Lessons
Individual lessons take place online via a communication platform, such as Zoom, on dates and times agreed upon between Edu-Dutch Academy and the participant.

If necessary due to unforeseen circumstances, such as illness or the unavailability of the teacher, Edu-Dutch Academy reserves the right to reschedule a planned lesson or appoint a substitute teacher. The participant will be informed as soon as reasonably possible.

Participants may reschedule a lesson free of charge, provided the request is made no later than 24 hours before the scheduled start time. Requests to reschedule can be submitted via WhatsApp, by telephone at +31 6 14416481, or by email at info@edu-dutch.com.

Late Cancellation and Lesson Frequency
If a request to reschedule is not received at least 24 hours before the scheduled lesson, the lesson will be considered to have taken place. In that case, the participant is not entitled to a replacement lesson or a refund of the lesson fee.

Individual lessons are generally scheduled on a regular basis, either once a week or once every two weeks, in accordance with the agreement between Edu-Dutch Academy and the participant.

Participants may request a temporary suspension of their individual course. Such a request must be submitted in advance and is only possible following consultation with and approval by Edu-Dutch Academy. Any agreements regarding the duration of the suspension and the resumption of the course will be confirmed in writing.

Unless otherwise agreed in writing, an individual course must be completed within twelve (12) months of the course start date. After this period, any unused lessons will expire, and the participant is not entitled to a refund or an extension of the course validity period.

3. Edu-Dutch Academy

Access to the Online Learning Platform
The duration of access to the online learning platform depends on the type of course selected:

• E-learning course: access is provided for 12 months.
• Individual course: access is provided for 6 months.
• Group course: access to the online learning platform is available for the duration of the course and for 2 weeks after the final lesson.

The access period starts on the date the online learning platform is made available to the participant, unless otherwise agreed in writing. Access will automatically expire at the end of the applicable access period.

Right of Withdrawal and Immediate Access to the E-learning Course
Participants who wish to receive immediate access to the e-learning course and its digital learning materials at the time of purchase must expressly consent to the immediate delivery of the digital content.

By giving this consent, the participant also agrees that the performance of the agreement will begin immediately and acknowledges that the statutory right of withdrawal expires once the delivery of the digital content has commenced.

Access to the e-learning course will only be granted after the participant has expressly provided this consent during the purchase process.

Course Books and Learning Materials
Depending on the selected e-learning course and language level, participants will receive the corresponding course books by post.

The course description specifies which course books and other learning materials are included with the course.

Participants are responsible for providing a complete and accurate postal address for the delivery of the course books.

Technical Availability of the Online Learning Platform
Edu-Dutch Academy strives to ensure that the online learning platform is available and functions reliably at all times.

However, temporary interruptions or limitations may occur due to maintenance, software updates, technical issues, problems with third-party service providers, or other circumstances beyond the reasonable control of Edu-Dutch Academy.

Edu-Dutch Academy will make every reasonable effort to resolve technical issues that are within its control as quickly as possible.

Participants are responsible for ensuring they have a suitable internet connection and appropriate hardware and software to access the online learning platform.

Temporary technical interruptions do not automatically entitle participants to a refund or an extension of the access period. If the online learning platform is unavailable for an extended period due to circumstances attributable to Edu-Dutch Academy, an appropriate solution will be offered.

4. Complaints Procedure

Edu-Dutch Academy B.V. places great importance on the quality of its courses and services. However, we understand that there may be occasions when you are not completely satisfied. Every complaint is taken seriously and handled carefully, confidentially, and impartially. Our aim is to work together with you to reach an appropriate solution.

Submitting a Complaint
If you have a complaint about our services, a course, or any other matter, we kindly ask you to contact us first so that we can work together to find an appropriate solution. If this does not resolve the issue, you may submit a formal complaint in writing or by email to info@edu-dutch.com.

Please include, where possible:

• your name and contact details;
• a clear description of your complaint;
• the date or period to which the complaint relates;
• any relevant documents or additional information.

Handling of Complaints
Upon receipt, your complaint will be handled carefully, confidentially, and impartially by a staff member who was not directly involved in the matter to which the complaint relates.

You will receive a substantive response within 10 working days of the receipt of your complaint. If more time is required to investigate your complaint, we will inform you as soon as possible, explaining the reason for the delay and indicating when you can expect a full response.

Edu-Dutch Academy B.V. aims to resolve every complaint amicably and to the satisfaction of all parties whenever possible.

Disputes
If a complaint cannot be resolved through mutual consultation and the internal complaints procedure has been completed, the dispute may be submitted to the Disputes Committee for Private Educational Institutions (Geschillencommissie Particuliere Onderwijsinstellingen) in accordance with the NRTO General Terms and Conditions.

More information about the dispute resolution procedure can be found on the website of the Disputes Committee (Geschillencommissie).

Registration and Retention Period
Edu-Dutch Academy B.V. records all complaints and the manner in which they are resolved.

Complaint records are retained for a minimum period of four (4) years after the complaint has been resolved.

Contact
Edu-Dutch Academy B.V.
📧 Email: info@edu-dutch.com

If you have any questions about this complaints procedure, please do not hesitate to contact us.

The handling of complaints and disputes is also governed by the NRTO General Terms and Conditions and the NRTO Code of Conduct.