Terms of service

Payment Terms, Cancellations and Refunds

Advance payment is required to confirm your booking for all classes and courses you signed up for.
Payment should be made within 10 days before your class starts to:

Account Name: Eleanor Wine
IBAN nr: NL06ABNA0470203684
Address: Strombaan 12, 1181VX, Amstelveen, the Netherlands

Please, be aware that we have limited spots available. We will not confirm your registration until we receive the payment of the course fee. The course date is set in the registration form and it is always listed on the website.If you cancel 14 days prior to the course starting date, you will receive a refund less a 10% cancellation fee and the value of the study material. The participant can apply only once for a change of his/her original course starting date, if desired. The change of the original course starting date is free of charge if the Participant informs the Eleanor Wine Academy 4 weeks before the start of the course he/she originally registered for. If the Participant informs the Eleanor Wine Academy later than 4 weeks from the starting date of his/her original course, there will be no right to choose a different course starting date.

Reimbursements will take place in 14 working days.

For more information and to register for the class, please contact our Administration Office
Email: academy@eleanor-wine.com

Failure to attend a course by illness or force majeure
There will be no refund of payment or down payment if the participant is unable to attend (a part of) the course, or an exam. There is no right to substitute course days.

Interruption or abort of a course due to force majeure
If, due to force majeure(e.g. Covid-19), the course must be interrupted, the Eleanor Wine Academy reserves the right to postpone the remaining course sessions until restrictions are lifted. If the course, due to force majeure, must be aborted by the Eleanor Wine Academy, the paid course fee for the remaining course sessions will be refunded, minus the value of the received study pack.
The value of the WSET L1 book in Wines (and ebook) is € 35,00
The value of the WSET L2 study pack (and ebook) in Wines is € 90,00
The value of the WSET L3 study pack (and ebook) in Wines is € 130,00

The value of the IWS-Prep textbook is € 40,00

The value of the IWS U1 and/or U2 is individually set at € 70,00 per Unit

The value of the remaining course sessions shall be determined based on the course fee at the time of registration. Other costs of participants such as reserved days off or other intangible losses are not compensated.

Cancellation of the course by the Eleanor Wine Academy
If the minimal number of 4 participants for a course is not obtained, the Eleanor Wine Academy can decide to cancel the course. The participants shall be informed at least 1 day before the start of the course. The paid amount for the course minus the value of the study material (if already shipped) will be returned within 7 days.

Cancellation of WSET Online courses

WSET reserves the right to cancel or change course start dates. The Online student will be notified 4 working days prior to the start date and a full refund will be given.
Return payments
If due to circumstances as stated in these General Terms & Conditions the Eleanor Wine Academy proceed to refund a (partial) course fee, the deposited will only be transferred to the bank account number from which the payment was done.

Return payments
If due to circumstances as stated in these General Terms & Conditions the Eleanor Wine Academy proceed to refund a (partial) course fee, the deposited will only be transferred to the bank account number from which the payment was done.

No liability through loss or damage
The Eleanor Wine Academy accepts no liability for damage or loss of clothing or property caused by others.

 

Request of Change of a course starting date (in-person courses)

The course date and location are clearly set in the registration form and are always listed on the website. Students signing up for a course have no right to substitute course dates and/or locations. We allow a 1 time free change to the original course starting date if we are notified at least 4 weeks in advance. This applies to any upcoming courses available at any of our locations. If we receive the notification less than 4 weeks prior to the course start date, changing the course starting date will require the payment of a new course fee in full.

Request of Change of an exam date and/ or re-sit (in person)

The exam date for a course is set at the start of the course and is always listed on the website. The participant can apply only once for a change of the exam date if desired. For the WSET courses ONLY*, the change of the exam date is free of charge if the Participant informs the Eleanor Wine Academy before the start of the course. If the Participant informs the Eleanor Wine Academy after the starting date of the course and no later than 4 weeks from the official exam date, the cost of changing an examination date is € 35 for all WSET courses.-After this period (less than 4 weeks from the official exam date), or when the candidate does not show on the exam for whatever reason, a new exam can be requested. This includes a new full exam fee.

The examination & re-sit fee for WSET Award in Wines Level 1 is € 70.-
The examination & re-sit fee for WSET Award in Wines Level 2 is € 95.-
The examination & re-sit fee for WSET Award in Wines Level 3 is € 180.-
The examination & re-sit fee for WSET Award in Wines Level 3 – only theory is € 140.-
The examination & re-sit fee for WSET Award in Wines Level 3 – only tasting is € 140.-

 

*For the IWS & IWS-Prep courses, a fee to change the examination date ALWAYS applies and it is set to €130,00. 

No shows at any exam will incur always the payment of a new full examination fee.

Every other exam organised by the Eleanor Wine Academy can be redone once, provided a new exam fee is paid. The date is set in accordance with the Eleanor Wine Academy. Usually, the exam date will be the next time that the examination is conducted.
Students have the opportunity to retake examinations until they achieve successful outcomes; nevertheless, it is imperative to note that the re-sit options are not permissible beyond one and a half years from the original course date. In the event that this timeframe elapses, students are kindly advised to re-enroll in the course.

Request of an Online exam with Remote Invigilation for WSET Level 1 and Level 2 courses only.

The examination fee for WSET Award in Wines Level 1 Online with Remote Invigilation is € 95,00

The examination fee for WSET Award in Wines Level 2 Online with Remote Invigilation is € 130,00

Due to its structure, it is not possible to provide the WSET Level 3 exam in the Online with Remote Invigilation format

Request of Change of a course starting date for Online Courses

Cancellations of confirmed online courses are accepted up to 7 working days prior to the course start date as long as the student has not accessed the Online Classroom.

Request of Cancellation of an Online Course

No refund or transfer of the course fees will be made when Online Students cancel their online course less than 10 working days prior to the course start date, or at any time after the course has started. 

Cancellation of examination or class by force majeure (e.g. Covid-19 restrictions)
If, due to force majeure, the Eleanor Wine Academy has to cancel an examination date, the student will be invited to attend the exam at a later date. The student has the right to choose between at least two dates. The right to an exam expires after two years. No examination fee will be refunded.
Costs of days off or other immaterial damages are not reimbursed. The Eleanor Wine Academy will strive to the utmost to avoid cancellation of an exam.
Exam results
The WSET is offering limited feedback at a paid base for a candidate that did not pass any WSET exam. WSET feedback forms can be obtained from the Eleanor Wine Academy. WSET- and Eleanor Wine Academy exams questions and answers are not made public.
For more information and to register for the class, please contact our Administration Office Email: academy@eleanor-wine.com

WSET courses for Private Groups

For private WSET courses, our pricing is tailored to group sizes to provide flexibility and value. Rates are set for the following group ranges: 1–6 people, 7–12 people, 13–18 people, and 19–24 people. This way, you can book confidently, knowing the price reflects your group size for an optimal learning experience!

Request of Cancellation/ transfers of a Masterclass, Workshop or Wine Tasting Event

• Cancellations and transfers can be made up to 10 working days before the event.
• Cancellations after 10 working days are non-refundable and cannot be transferred to another event.
• If you need to change a name on the booking, please give us as much notice as possible.
• Eleanor Wine Academy reserves the right to cancel an event. If necessary, a full refund or transfer will be offered.
• Minimum 10 participants to confirm the workshop

Complaints and appeals Policy 

Aim and Purpose  
Eleanor Wine Academy is committed to delivering an exceptional level of service to its students and candidates. This policy ensures that all course participants and candidates have access to a transparent and fair process for resolving complaints and appeals.  

Who Can Make a Complaint?  
Any student or candidate of Eleanor Wine Academy who believes they have experienced incorrect, inappropriate, or unfair treatment, or who is dissatisfied with the standard of service provided, is entitled to access the complaints and appeals process outlined in this policy.  

Equality of Access and Treatment 
Complaints will be handled with courtesy, impartiality, and without fear of prejudicial treatment. Students or candidates can address their concerns at any time during the course by contacting our Office Manager, Gulsem Mutlu Erdem, via email at academy@eleanor-wine.com and gulsem@eleanor-wine.com.  

Confidentiality and Timely Resolution  
All complaints will be treated confidentially and processed within 4 weeks of receipt. If a longer period is required due to the complexity of the investigation, the Eleanor Wine Academy will promptly inform the student about the expected processing time. In all cases, the process will be completed no later than 10 weeks from the original date of the complaint.  

How to Make a Complaint  

Informal Process  
Eleanor Wine Academy encourages complaints to be resolved informally wherever possible. An informal discussion between the student and a member of staff will be conducted to attempt to resolve the issue before escalating to a formal complaint.  

Formal Process 
If the issue cannot be resolved informally, a formal complaint must be submitted in writing. Complaints should be emailed to:  
- academy@eleanor-wine.com
- gulsem@eleanor-wine.com

Students or candidates submitting a formal complaint should include:  
1. Name, address, and contact details  
2. A full description of the complaint  
3. Any supporting information  
4. Details of previous attempts to resolve the issue  
5. The desired resolution or action sought  

Eleanor Wine Academy remains committed to handling complaints efficiently and fairly, ensuring that all participants feel valued and respected.

Complaints will be acknowledged and investigated by our Office Manager and a response, including explanation and resolution, will be provided within 25 working days.

If a complaint remains unsolved and/or the student/candidate is not satisfied with the decision made by the Eleanor Wine Academy, the complainant has the right to contact the WSET Awards. This is only possible after all the procedures (informal and formal processes) undertaken by the Eleanor Wine Academy have been exhausted.

Conflict of interest

Eleanor Wine Academy values the integrity of its staff at all times, inside and outside the Eleanor Wine Academy. Staff members must ensure that there is no actual, or perceived, conflict between their personal interests and their professional duties and responsibilities.
Conflict of interest is assessed in terms of the likelihood that a staff member possessing a particular interest could be, or could appear to be, improperly influenced in the performance of their duties.
For example, a conflict of interest could exist when:

A candidate has a personal relationship with the invigilator.
A WSET qualification is undertaken by a staff member of WSET Awards.
The only invigilator of Eleanor Wine Academy is the individual who coached the candidates for the assessment.
The educator coaching candidates is the only person involved in the assessment process or in the authoring of examination questions.
A WSET qualification is undertaken by a staff member of Eleanor Wine Academy.


Eleanor Wine Academy will put in place all the necessary measures to safeguard the integrity of WSET courses and qualifications. Any candidate will report to Eleanor Wine Academy if he or she becomes aware of a conflict of interest between him/herself and a Member of the Eleanor Wine Academy staff that is involved in the examination. Some conflicts of interest can be handled and are therefore acceptable. For example, the marking of WSET Level 3 tasting assessments by Internal Assessors is verified by WSET Awards to mitigate the risk of a Conflict of Interest. Yet, if an employee of WSET or one of Eleanor Wine Academy undertakes a WSET qualification, measures can be put in place to maintain the integrity of the assessment.
Members of the Eleanor Wine Academy staff involved in the delivery of WSET qualifications who become aware of a conflict of interest must declare conflict to WSET Awards in writing immediately.
Any breach of this Policy by a Staff member may constitute a breach of that staff member’s employment agreement.

Independent Complaints and Appeals Process  

Eleanor Wine Academy maintains a comprehensive complaints procedure to ensure fairness and impartiality in resolving disputes. This process includes the provision for an appeal to an independent third party who has been designated to review and make a binding decision on the matter.  

In case of complaints or a conflict of interest that cannot be resolved through the internal complaints process, candidates may contact our independent legal advisor, Mr. M. Cernohorsky, at martin_cernohorsky@hotmail.com. Mr. Cernohorsky acts as an impartial third party, appointed by Eleanor Wine Academy to ensure transparency and integrity in decision-making.  

Key Points of the Policy:
1. The independent third party is not a judge or court official but an individual specifically requested by Eleanor Wine Academy to provide a neutral, binding resolution to the issue.  
2. The decision made by the independent third party will be considered final within the scope of this policy.  
3. If a candidate is dissatisfied with the resolution provided by the independent third party, they may pursue further recourse through legal channels, as the court remains open for appeal after this stage.  

This policy ensures that all candidates have access to an impartial review process, safeguarding their rights and maintaining trust in our institution's commitment to fairness and professionalism.

Policy on Appeals Decisions

The decision rendered by the appeals body is final and binding on Eleanor Wine Academy. The institute is committed to acting on the outcomes of appeals promptly and effectively. Upon receiving the appeals decision, Eleanor Wine Academy will:  

1. Acknowledge the Decision  
   Officially confirm receipt of the appeals body’s decision and ensure all relevant parties are informed in a clear and timely manner.  

2. Implement Outcomes Promptly  
   Take immediate action to address any required changes, remedies, or adjustments specified by the appeals decision. This includes rectifying any identified issues or implementing recommended improvements to processes or services.  

3. Monitor and Follow-Up  
   Ensure that any corrective actions or changes are effectively implemented and sustained. Eleanor Wine Academy will also evaluate the situation to prevent recurrence and, where appropriate, incorporate lessons learned into its policies and procedures.  

By adhering to this policy, Eleanor Wine Academy upholds its commitment to fairness, accountability, and continuous improvement in service to its students and candidates.

Record-Keeping of Complaints

All complaints, along with details of how they are handled and resolved, are meticulously recorded by Eleanor Wine Academy. These records are securely maintained for a period of five years, ensuring transparency and accountability.  

This allows the academy to monitor patterns, improve processes, and provide a reliable reference in case of future inquiries or audits related to the complaint.

Data protection

Eleanor Wine Academy handles your personal data with the utmost care. It is fully committed to protect the privacy and rights of students and candidates in accordance with the General Data Protection Regulation (GDPR). In this privacy statement, we explain what information we collect, what we do and what your rights are.
What information do we collect?
The personal data that students and candidates provide to us by means of the registration form to a course and all communication with students and candidates, such as e-mail, are stored by us.
Also, if a student is requesting a Reasonable Adjustment, the details are collected and stored by Eleanor Wine Academy.
How do we store your personal data?
Your personal data is stored digitally by us at a location that is not affiliated to any third parties.
What do we do with your data?
We use your personal data for the following purposes:
● confirming a registration
● sending an invoice
● applying for an exam at WSET
● requiring Reasonable Adjustments to WSET Awards
● producing and sending certificates
● answering your questions
● sending a newsletter
● communicating with you by an employee or teacher at the Eleanor Wine Academy
Who do we share your personal data with?
For the sake of good communication, your personal data and exam results is shared with your course educators and employees of the Eleanor Wine Academy as well as with WSET Awards.
Eleanor Wine Academy will submit the Candidate Personal Data to WSET Awards in order for it to carry out its function as an awarding organisation. WSET Awards has a legitimate interest in collecting and holding the candidate personal data for the purposes of examining and awarding WSET qualifications and collecting feedback from candidates.
Personal data of candidates requesting Reasonable Adjustments, for example a candidate’s medical history, are shared with WSET Awards for their approval so that the appropriate measures are put in place before the assessment activity takes place.
Data is not shared with third parties other than WSET Awards. Eleanor Wine Academy will never provide personal information to others than mentioned here, unless you give permission for this. We do not sell personal data. WSET Awards reserves the right to hold Candidate data for 30 years.
How long do we keep your personal data and written communication for?
We store your personal data and communication for a period of 10 years following the registration of said data. Data is stored for the following reasons:
● Registration for the next course, we already have your data.
● Better communication with you so that we can always read back what we discussed and
agreed.
● Sending a newsletter. With every newsletter there is a link that you can use to
unsubscribe.
Confidentiality of the Eleanor Wine Academy
Information about people and companies that are mentioned during the courses will not be shared or sold to third parties.
Confidentiality of the student
Students are not allowed to share information about people and companies that is mentioned during the courses.
Access to student data and correction
Students have the right to inspect the data that Eleanor Wine Academy holds about them at any time.
Students can view and / or amend their provided data by email to academy@eleanor-wine.com
Remove data from our database

If for any reason a student wishes to delete his/her personal data from our database, he/she can do so by sending an email to: academy@eleanor-wine.com
We will then immediately remove the student data from our database. Delete data on our website or social media
We post photos of course participants and texts about the course on our website and on the Eleanor Wine Academy social media pages, such as Facebook and Instagram. We will always ensure that this happens in a respectful way. We also post photos and texts that you, other students or teachers provide us with.
If the student objects to a photo or text, or wants to end consent, he/she can send an email to
academy@eleanor-wine.com
We will then immediately delete the student data.
Privacy Statement for Visitors of Eleanor Wine Academy Website
General visitor data is kept on the website. The IP address of your computer, the possible username, the time of the request and the data browser of a visitor, are registered and used for statistical analysis of visitor and click behaviour on the website. We use Google analytics to optimize our website. This information is not provided to third parties.
Cookies
We use cookies to remember your settings and preferences. A cookie is a simple, small file that is sent with the pages of this website and stored by your browser on the hard drive of your computer. You can delete these cookies in your browser.

Reasonable Adjustments

Special educational needs
Students with special educational needs are asked to express their needs to the Eleanor Wine Academy when registering to a WSET course by filling out the corresponding section in the online booking form.
Students can require reasonable adjustments also during the WSET course no later than 6 weeks prior to the examination date.
We will do the utmost to make it possible for a student with special educational needs to follow a course and to take an exam.
Notify when registering
Applicants with special educational needs, either with regard to the course or exam, must inform the Eleanor Wine Academy immediately at the time of enrolment, on the registration form, by email or in writing.
Applicants requiring educational needs must inform the Eleanor Wine Academy at least 6 weeks before the examination date, so that we can inform WSET Awards and be able to efficiently take the necessary measures. Candidates qualifying for reasonable adjustment may be entitled to:
Extra-time to complete assessment activity
Facilitators’ support during assessment (e.g. readers)
Assessment material adaptation (e.g. large text format)

We will inform you directly when we cannot meet the requirements.
No unfair advantage
Reasonable adjustments must not give unfair advantage over other candidates.

Proof of special needs
The student or exam candidate must, if required by the Eleanor Wine Academy, be able to provide proof of an educational need by an authorised person when registering to a WSET course through the online booking form or during the WSET course no later than 6 weeks prior the examination date.
Dyslexia
For dyslexia candidates, a statement from the general practitioner is not valid, this must be a statement from an authorised person, as described on the website of the “Dyslexie Nederland foundation”.
Assistance with a disability
Students or exam candidates with a (possibly temporary) disability will be supported to make the use of the classroom and exam room possible.
Feedback
Candidates who have made use of special educational need adjustments are asked to make their experience known to the Eleanor Wine Academy. This can be done on the feedback form that is distributed at the end of each course. Candidates are also invited to share their experience with the Eleanor Wine Academy by email, telephone or otherwise.

Transfer Students

Eleanor Wine Academy accepts any candidate for an exam who has not been enrolled on a course of
study with us, whether for a first attempt or re-sit. In this case, we ask students to share with us proof that they completed a course of study with their original APP and that they are not applying to re-sit an exam while awaiting a result from a previous exam for the same qualification (the second exam would be charged for but declared null and void). Students must share with Eleanor Wine Academy their candidate number (if applicable), name of the original APP, course date and qualification. If candidates can proof their course completion with another App, the exams will be scheduled according to the available exam dates. Exams are confirmed after receiving the payment of the corresponding examination fee.

The examination fee for WSET Award in Wines or Spirits Level 1 is € 65.-
The examination fee for WSET Award in Wines or Spirits Level 2 is € 90.-
The examination fee for WSET Award in Wines Level 3 is € 160.-
The examination fee for WSET Award in Wines Level 3 – only theory is € 130.-
The examination fee for WSET Award in Wines Level 3 – only tasting is € 130.-


Special Consideration

Students/candidates who have been disadvantaged by temporary illness, injury, indisposition, or adverse circumstances at the time of the assessment may be eligible for special consideration if:
Performance in an assessment is affected by circumstances beyond the control of the candidate (e.g. recent personal illness, accident, examination room conditions)
Alternative assessment arrangements which were agreed in advance of the assessment proved inadequate or inappropriate
The application of special consideration will not mislead the user of the certificate as to the candidate’s attainment.
Students/candidates requiring special consideration must inform the Eleanor Wine Academy with supporting independent documentation by sending an email to academy@eleanor-wine.com no later than 5 working days after the date of assessment for which special consideration is being sought.

Diversity and equality

Respect
Every person who comes into contact with the Eleanor Wine Academy, such as a student, educator, or location manager, will be treated with respect, in accordance with the principles of diversity and equal rights, in accordance with the Dutch law.
Age restriction
Courses of the Eleanor Wine Academy are open to the public. Everyone from the age of 18 is welcome, above that there is no age restriction.
No discrimination
Eleanor Wine Index prohibits discrimination against and harassment of any student or any applicant because of race, colour, national or ethnic origin, age, religion, disability, sex, sexual orientation, gender identity and expression. Only for examination purposes, the candidate is asked to inform Eleanor Wine Academy about gender and date of birth.

Malpractice and maladministration
Malpractice is any deliberate actions, neglect, default or other practice where non-compliance is intentional or the result of negligence.

Maladministration is any non-deliberate activity, neglect, default or other practice that results in the Eleanor Wine Academy or Student not complying with the specified requirements for delivery of the qualifications.

Malpractice and maladministration may include a range of issues. The examples below can determine the withdrawal of students/candidates registration:
Fraudulent claim for certificates/ fraudulent use of certificates/ reproduction or forgery of certificates
Submission of false or inaccurate information to gain a qualification
Impersonation (including forgery of signatures)
Plagiarism of any nature
Cheating, including the use of unauthorised devices or materials
Disruptive behaviour in an examination
Deliberate destruction of another’s work
Fabrication of results or evidence

Eleanor Wine Academy staff is responsible for being vigilant with regard to any events which may lead to malpractice / maladministration occurring. Staff will report promptly to the Quality Nominee where they suspect malpractice / maladministration has and /or may occur so that appropriate action can be taken with immediate effect.
The Quality Nominee is responsible for notifying WSET Awards of cases of suspected / actual malpractice and maladministration immediately in order to ensure the appropriate action can be taken.
Whether a situation is maladministration or malpractice will be determined by WSET Awards following an investigation.
If Eleanor Wine Academy actions/maladministration lead to students/candidates being disadvantage, please, inform our Administration Officer immediately by email academy@eleanor-wine.com

Delivery Conditions of Study Material & Certificates

Eleanor Wine Academy will ship the study material and the corresponding certificate (if the exam is successfully passed) once to the address mentioned in the registration form by the Candidate via Post NL free of charges.

If, due diligence, a Candidate misses a delivery and/ or fails to collect the study material and/or certificate, the Eleanor Wine Academy will send again the missed parcel for an extra delivery fee of € 15,00 for shipments in the Netherlands and € 30,00 for shipments outside of the Netherlands.