Terms and Conditions

Mystay English Terms and Conditions

MYSTAY ENGLISH (MSE) CUSTOMER FEES AND CHARGES POLICY

  1. OVERVIEW
    1. This policy outlines MyStay International Pty Ltd (“MSI”) principles and guidelines for the customer fees and charges for the MyStay English (“MSE”) program.
    2. A “Customer” is defined as:
      1. Any domestic or international guest, who has purchased and commenced the MSE Mentoring package or engaged with any component of the package
    3. This policy complies with the Australian Consumer Law,  set out in Schedule 2 of theCompetition and Consumer Act 2010
    4. Customers are required to pay full program fees prior to commencing the MSE program, agree to all terms and conditions associated with the program and its suppliers and confirm the arrival date for the commencement of the program (“Commencement Date”).
    5. An MSE Program consists of a scheduled program containing the following items either for the duration or intermittently throughout the program:
      1. English language courses include all General English programs
      2. Homestay Accommodation
      3. The Homestay Host being a trained MSE Mentor
      4. Transfer between Airport and Homestay accommodation on:
        1. Arrival in country
        2. Departure from country
      5. Basic Travel Insurance
      6. Online English Language testing (x 2)
      7. Online Orientation Materials
    6. All customers must accept and adhere to any MSI Policies, or policies of any MSE Suppliers for the duration of the program. Policies are in effect at the time of application to the program.
  2. CURRENCY AND DESTINATION
    1. The MSE product is implemented with English Language providers and MSE Mentors throughout popular English-speaking destinations across the globe
      1. MSI will offer the retail fixed cost of the MSE Program in the currency of the destination that the Customer is applying for
      2. These costs may be represented as NET of any local, state or federal taxes that may be applied and invoiced at the time of payment and payable by the Customer
      3. These costs may be represented as NET of any bank charges that may be incurred by MSI and payable by the Customer
      4. MSI absolves itself of any responsibility for foreign currency or foreign exchange gains or losses incurred by the Customer in paying for the MSE product
      5. MSI may use a third-party payment services provider in retail sales of the MSE product
        1. MSI absolves itself of any responsibility for any additional fees or charges incurred by the Customer in the use of any third-party payment service providers
        2. Customers are bound by the terms of service of said service providers when engaging with these services
  3. CUSTOMER FEES AND CHARGES
    1. MSE program costs are determined by MSI and may be updated intermittently due to commercial considerations made by MSI
      1. MSE program fees and charges are locked at the time of invoice to the student upon application for the program
      2. MSE reserves the right to uphold quoted costs at the time of application to the program
    2. MSE program costs are inclusive of all services and products outlined in the promotional material of MSE
      1. MSE reserves the right not to divulge the individual costs of any component, service or product contained within the promotional material of the MSE program
      2. The MSE program is a complete packaged product, sold at retail or through contracted parties offering the MSE program, and engagement by the Customer in any component of the MSE program indicates, for the purposes of MSE policy, use of the MSE package
    3. MSE may use contracted sales representatives not employed by MSE at its behest
      1. Any payment or commissions are considered commercial in confidence and will not be disclosed to the Customer
      2. MSI insists on to high standards of ethics from contractors and will ensure that the price of an MSE product purchased through a contractor will be comparable to the retail price of the MSE product, purchasable by the Customer directly
  4. REVIEW PROCESS
    1. If a customer is not satisfied with the outcome of a refund decision made under the MYSTAY ENGLISH (MSE) DEFERRAL, CANCELATION & REFUND POLICY, but in consideration of this policy, the review process described in MSI’s policy ‘Grievance Resolution procedure for Customer Related Grievances’ will apply.
    2. This written agreement, and the right to make complaints and seek appeals of decisions and action under various processes, does not affect the rights of the customer to take action under the Australian Consumer Law if the Australian Consumer Law applies.

MYSTAY ENGLISH (MSE) DEFERRAL, CANCELATION & REFUND POLICY

  1. OVERVIEW
    1. This policy outlines MyStay International Pty Ltd (“MSI”) principles and guidelines for Customer deferment, cancelation and refunds for the MyStay English (“MSE”) program.
    2. A “Customer” is defined as:
      1. Any domestic or international guest, who has purchased and commenced the MSE Mentoring package or engaged with any component of the package
    3. This policy complies with the Australian Consumer Law,  set out in Schedule 2 of theCompetition and Consumer Act 2010
    4. In accordance with MSE website published ‘Customer Fees and Charges’, Customers are required to pay full program fees prior to commencing the MSE program, agree to all terms and conditions associated with the program and its suppliers and confirm the arrival date for the commencement of the program (“Commencement Date”).
    5. An MSE Program consists of a scheduled program containing the following items either for the duration or intermittently throughout the program:
      1. English language courses include all General English programs
      2. Homestay Accommodation
      3. The Homestay Host being a trained MSE Mentor
      4. Transfer between Airport and Homestay accommodation on:
        1. Arrival in country
        2. Departure from country
      5. Basic Travel Insurance
      6. Online English Language testing (x 2)
      7. Online Orientation Materials
    6. All customers must accept and adhere to any MSI Policies, or policies of any MSE Suppliers for the duration of the program. Policies are in effect at the time of application to the program.
  2. DEFERRAL
    1. A customer who wishes to defer the enrolment an MSE program must do so in writing (“Deferral”). The customer:
      1. must inform MSE of the wish to defer no Less than 28 days prior to the commencement date as indicated in the “Program Details”
      2. Must select a new commencement date up to 1 year (12 months) from the original date of commencement as the “Program Details”
      3. Be issued with a new “Program details” confirming the changes
      4. Must only defer the program once. Any further deferrals will be at the discretion of MSI and maybe considered non-commencement, resulting in 100% of program costs being non-refundable (“Forfeit Fee”)
  3. REFUNDS – CANCELATION
    1. A customer who withdraws in writing (“Cancelation”) from an MSE program:
      1. Less than 28 days prior to the commencement date as indicated in the “Program Details” will be charged a cancellation fee of 51% of the retail program costs (“Cancelation Fee”)
    2. A customer who does not-commence or abandons (“Non-Commencement”) an MSE program:
      1. on or after the Commencement Date, will be charged 100% of program costs (“Forfeit Fee”)
    3. A customer who withdraws from a course due to a new accepted offer to study an MSE program in a future period will be exempt from the cancellation fees.
    4. A customer may apply with their refund application to have the cancellation fee reduced if they can provide independent, certified evidence of:
      1. a customer visa refusal; or
      2. unexpected serious illness or other compassionate grounds, such as death in the immediate family; or
      3. unexpected political, civil or natural events which would compromise their ability to commence or continue with their study.
  4. OFFER WITHDRAWN BY MSE
    1. If an offer of a place is withdrawn by MSI in the MSE program on the basis of incorrect or incomplete information supplied by the applicant/customer, MSE reserves the right to charge a cancellation fee as per section 3.
  5. EXCLUSION
    1. The following conditions will apply to customers who are excluded from their course misconduct either of an MSI Customer Conduct policy, or a policy of an MSE Supplier:
      1. on or after the Commencement Date, will be charged 100% of program costs (“Forfeit Fee”)
  6. SUPPLIER DEFAULT
    1. In the unlikely event that a supplier of a component of the MSE program is in default or unable to provide the contracted service, a customer may:
      1. Indicate to MSI that they accept alternative and equal arrangements with an alternate supplier of the same level and product of service.
      2. Request a full refund, minus and bank, transfer, foreign exchange cost associated with the funds transfer.
    2. In the unlikely event that MSI is unable to deliver a program as offered, the deposit and any other tuition fees paid by the customer for that course will be refunded in full within 28 days after the agreed commencement date of the program or within 28 days after the notification that the program is no longer offered.
  7. PAYMENT OF REFUNDS
    1. Requests for MSE Program refunds, either in full or in part, must be submitted in writing with any relevant supporting documentation.
    2. Any refund due will be returned to the source account from which the customer’s original payment was made.
    3. Refunds will be paid within 28 days of receipt of an approved refund application with all required supporting documentation.
  8. REVIEW PROCESS
    1. If a customer is not satisfied with the outcome of a refund decision made under this policy, the review process described in MSI’s policy ‘Grievance Resolution procedure for Customer Related Grievances’ will apply.
    2. This written agreement, and the right to make complaints and seek appeals of decisions and action under various processes, does not affect the rights of the customer to take action under the Australian Consumer Law if the Australian Consumer Law applies.

MYSTAY ENGLISH (MSE) MENTOR DELIVERABLES

  1. OVERVIEW
    1. This policy outlines MyStay International Pty Ltd (“MSI”) principles and guidelines for delivery of services for approved mentors for the MyStay English (“MSE”) program.
    2. A “Customer” is defined as:
      1. Any domestic or international guest, who has purchased and commenced the MSE Mentoring package or engaged with any component of the package
    3. A “Mentor” is defined as:
      1. Registered by an approved MSE Supplier as providing accommodation inline with the standards of that Supplier
      2. Have completed the “MSE Mentor Training program” available at the time and hold the supplied completion certificate if applicable
      3. If training by the Mentor has eclipsed 12-month period since completion of the training, the Mentor has been reassessed by the Supplier as competently trained
    4. An MSE Program consists of a scheduled program containing the following items either for the duration or intermittently throughout the program:
      1. English language courses include all General English programs
      2. Homestay Accommodation
      3. The Homestay Host being a trained MSE Mentor
      4. Transfer between Airport and Homestay accommodation on:
        1. Arrival in country
        2. Departure from country
      5. Standard Travel Insurance
      6. Online English Language testing (x 2)
      7. Online Orientation Materials
    5. All customers and Mentors must accept and adhere to any MSI Policies, or policies of any MSE Suppliers for the duration of the program. Policies are in effect at the time of application to the program.
    6. Components of the program deliverable by the mentor include:
      1. Availability to host the customer for the entire period of the booking
      2. Adhere to any of the standard policies, terms and conditions, contracts, etc. that the Mentor currently delivers to the MSE approved Supplier
      3. Availability to welcome the customer on the date of arrival (“Arrival Date”)
      4. Reliable and accessible internet to the customer for the purposes of completing the MSE Mentor program
      5. Availability for the customer to use an internet enabled computer for the delivery of the online components of the program
      6. Ability to aid to the customer in basic orientation to the area and the program using materials provided by the Supplier
      7. Ability to aid the customer in completing the MSE entry and exit tests provided to the customer via online delivery
      8. Ability to aid the customer in completing the MSE English Language training program provided to the customer via online delivery
      9. Ability to aid the customer in general conversational and academic English support for the purpose ensuring success in the General English (ELICOS) program the customer is enrolled in
      10. Include the customer in any activities or events that may be considered suitable for the customer to improve English Language skills through immersion
      11. Ensure that the Mentor and any family members speak English at all times at home and to the customer
  2. CANCELATION
    1. Any cancelations by customers in line with the “MSE Refund Policy” will result in effect, the contracted terms between MSI and the approved MSE Supplier
    2. Mentors that have a material grievance are subject to the terms of agreements between the approved MSE Supplier and the Mentor
  3. OFFER WITHDRAWN BY MSE
    1. Any withdrawn offers by MSI in line with the “MSE Refund Policy” will result in effect, the contracted terms between MSI and the approved MSE Supplier
    2. Mentors that have a material grievance are subject to the terms of agreements between the approved MSE Supplier and the Mentor
  4. EXCLUSION
    1. Any customer exclusion by MSI in line with the “MSE Refund Policy” will result in effect, the contracted terms between MSI and the approved MSE Supplier
    2. Mentors that have a material grievance are subject to the terms of agreements between the approved MSE Supplier and the Mentor
  5. CANCELATION & TRANSFER – MENTOR NON-DELIVARBLES
    1. MSI reserves the right to request the approved MSE Supplier to transfer and or terminate the program between a Customer and Mentor, at Its discretion & without a required explanation to the supplier or their Mentors
    2. Mentors that have a material grievance are subject to the terms of agreements between the approved MSE Supplier and the Mentor
  6. REVIEW PROCESS
    1. Initially, a Mentor must satisfy the full review, grievance or refund policy of the approve MSE Supplier
    2. A Mentor has the right to escalate a grievance after satisfying clause 5.1
    3. The escalated grievance will be adjudicated under process’ described in MSI’s policy ‘MSE Grievance Resolution’ policy
    4. If a Mentor is not satisfied with the outcome of a decision made under this policy, the review process described in MSI’s policy ‘MSE Grievance Resolution’ policy

MYSTAY ENGLISH (MSE) GRIEVANCE RESOLUTION PROCESS

MyStay International is committed to an equitable and fair study and mentor programs in all cities across the globe. Feedback of all kinds is welcomed as this information helps us to identify what we are doing well and where we need to improve our services and systems.

MyStay International has established policies and procedures to support its’ Customers, Mentors and staff to resolve legitimate complaints that cannot be resolved informally. All complaints and grievances are taken seriously and are responded to in a timely manner.

As a first step, we encourage you to read theMYSTAY ENGLISH (MSE) CUSTOMER FEES AND CHARGES POLICY, MYSTAY ENGLISH (MSE) DEFERRAL, CANCELATION & REFUND POLICY and MYSTAY ENGLISH (MSE) MENTOR DELIVERABLES, so you can understand your options and how you might proceed.

  1. OVERVIEW
    1. This policy outlines MyStay International Pty Ltd (“MSI”) grievance resolution process for either:
      1. “Customers”
      2. “Mentors”
    2. A “Customer” is defined as:
      1. Any domestic or international guest, who has purchased and commenced the MSE Mentoring package or engaged with any component of the package
    3. A “Mentor” is defined as:
      1. Registered by an approved MSE Supplier as providing accommodation inline with the standards of that Supplier
      2. Have completed the “MSE Mentor Training program” available at the time and hold the supplied completion certificate if applicable
      3. If training by the Mentor has eclipsed 12-month period since completion of the training, the Mentor has been reassessed by the Supplier as competently trained
    4. An MSE Program consists of a scheduled program containing the following items either for the duration or intermittently throughout the program:
      1. English language courses include all General English programs
      2. Homestay Accommodation
      3. The Homestay Host being a trained MSE Mentor
      4. Transfer between Airport and Homestay accommodation on:
        1. Arrival in country
        2. Departure from country
      5. Standard Travel Insurance
      6. Online English Language testing (x 2)
      7. Online Orientation Materials
    5. All customers and Mentors must accept and adhere to any MSI Policies, or policies of any MSE Suppliers for the duration of the program. Policies are in effect at the time of application to the program.
    6. ACADEMIC MATTERS – TECHNOLOGY
      1. Grievances about access to and use of any associated technology (including purchasing, enrolment and English Language deliverables included in the MSE Package) are addressed, as appropriate, by MyStay International.
    7. ACADEMIC MATTERS – MENTORING
      1. Grievances about the level of quality or engagement in the Mentoring elements of the MSE Package, by either Customer or Mentor (including availability, completion and at-home English Language use) are addressed, as appropriate, by MyStay International.
    8. OTHER PACKAGED SERVICES
      1. Grievances about the level of quality or engagement in the additional elements of the MSE Package, by either Customer or Mentor (including training, insurances and orientation information) are addressed, as appropriate, by MyStay International.
    9. MSE SUPPLIERS
      1. It is a condition of purchase that all Customers and Mentors adhere to the policy and procedure of any MSE Suppliers, this includes any English Language Education Providers, Accommodation Providers, Airport Transfer services, Insurance providers, etc.
      2. Some or all of a grievance may be subject the policy and procedure of the MSE Supplier, and will be addressed, as appropriate, by the relevant supplier.
    10. ADMINISTRATIVE MATTERS – CHARGES, FEES & DATA
      1. Grievances about costs, charges, fees or financial transactions by Customers are addressed, as appropriate, by MyStay International.
      2. Grievances about payments or reimbursements by Mentors are addressed, as appropriate, by MSE Accommodation Supplier.
    11. CUSTOMER CONDUCT
      1. MSI reserves the right to request the Customer to transfer and or terminate the program, at Its discretion & without a required explanation to the Customer or their representatives
      2. Customers that have a material grievance are subject to the terms of agreements between the approved MSE Supplier and MSI