Terms and Conditions

Enrolment

Fees must be paid in full at the time of enrolment. If you are interested in a course that has started, it may be possible to join late or part way through, please contact us to discuss.

Enrol and pay online

The quickest and easiest way to book a place and pay by credit or debit card is directly on our website

You can also:

• Enrol and pay over the phone - You can contact us on 0117 903 8844 to enrol and pay by credit or debit cards.
• Enrol and pay in person - You can enrol in person at Stoke Lodge and pay by credit or debit card or cash.

Office and telephone opening hours

Stoke Lodge is open 9am to 5pm Monday to Thursday and 9am to 4pm on Friday. We try to deal with calls quickly but at peak enrolment times we are quite busy, so we appreciate your patience.

Concessionary fees

If you are in receipt of income-related benefits you may be entitled to apply for a concession on the full cost of your chosen course(s). Concessions are available on course fees only and do not apply to materials or exam fees.

If you pay online you will need to pay the full fee at the time of enrolment. You will then need to provide original evidence of your entitlement to concessionary fees before the start of your course to receive a concession refund.

If you enrol in person with original evidence of entitlement you may enrol at the concessionary fee. Please note: photocopies will not be accepted.

If you receive one or more of the following benefits you will be entitled to apply for concessionary fees.

• Universal Credit (and/or the benefits it replaces listed below)
• Income support
• Income-based jobseekers allowance
• Housing benefit
• Guaranteed Pension Credit

Or if you are an asylum seeker in receipt of government means tested support

Learners who receive a pension do not qualify for the concessionary rate unless they also receive an income-related benefit.

Refunds and Cancellations Policy

Course Cancellations by Us

• If we cancel your course, your fees will be refunded in full.
• We cannot reimburse the cost of any materials you may have purchased.

Cancellations by You

• If you cancel 7 days or more before the course start date:
  → Refund issued minus a 20% administration fee.
• If you cancel less than 7 days before the start date or after the course has started:
  → No refund will be issued.

Transfers

• Transfers must be requested at least 7 days before the course start date.
• A 10% transfer fee applies.
• Transfers due to our cancellation of your original course are free of charge.

Illness and Absence

• No refunds are available for non-attendance due to sickness or ill health.

How Refunds Are Issued

• Refunds are returned via the original payment method:
  • Booked online or by phone → Refund to the card used.
  • Paid in person at Stoke Lodge → Please bring your payment card to the office.

Online Course Access

• Learners are responsible for ensuring they have suitable internet access and equipment before the course begins.
• No refunds will be issued due to technical issues with a learner’s own internet or computer.

Getting it right

We try to ensure the accuracy of the information in all our publicity, but sometimes we get it wrong. Although we aim to deliver courses as advertised, occasionally changes might have to be made.

We reserve the right to cancel, combine or re-schedule courses or to make changes to course details and delivery format advertised. In this instance we will contact enrolled learners as soon as possible. 

Complaints and comments

Should you have any concerns about your course once it has started, please discuss these concerns with your tutor as soon as possible in the first instance.

If you have a wider complaint or comment we are happy to receive your feedback and suggestions, please talk to a member of staff or email at stokelodge@bristol.gov.uk

Fraud Prevention and Detection:

Bristol City Council is required by law to protect the public funds it administers. It may share information provided to it with other bodies responsible for auditing, administering public funds, or where undertaking a public function, in order to prevent and detect fraud. For more information visit fraud-prevention-and-detection