Policies and Student Agreement

To ensure a productive and respectful learning environment for everyone, all students and families are required to adhere to the policies outlined in this document. These standards exist to maintain the quality of our instruction, ensure consistent operations, and provide clear expectations for our community. By enrolling with L’Agence French, you agree to comply with all terms and conditions outlined in this agreement.

I. Registration & session booking

  1. Enrollment application: All new clients (adults or parents/guardians of minors) must complete the official screening and registration form before starting sessions and at the beginning of each academic year.

  2. Booking windows:

  • All tutoring sessions must be booked at least 3 days in advance.

  • Once your first enrollment payment is made, you can start to book your sessions through our self-serve booking system. You can check your own remaining session balances through our system by logging in.

  • Booking session options are below.

  • Recurring: Choose the same date and time for desired sessions for the entire school year or duration of your choosing. Future bookings outside the current month are unpaid. If you wish to book more time for the current month outside of what you purchased, you must notify the school.

  • Weekly or monthly: Choose to book weekly or monthly with at least 3 days before the date of the desired booking.

  • Number of bookings monthly: You may only book the correct number of monthly sessions that you purchased for your monthly package, regardless of how many sessions you have saved on your account. If you want to use more sessions, we require written permission from the school. 

  • It is the account holder's responsibility to track,  book, and manage their used or unused hours, not the school's.

  • TEF / TCF Preparation cohorts: Fixed group schedules based on placement level (maximum 10 students per cohort).

  • Confirmation: Enrollment is confirmed after registration and payment received online.

II. Tuition, billing & recurring payments

  1. Billing cycle: Tuition is billed automatically every 4 weeks via recurring credit card processing.

  2. Payment processing & security: Payments must be made via our secure online portal. Please use a Canadian credit card for processing. If you do not have a Canadian Credit card, you may use PayPal to pay directly through your bank transfer (not a foreign credit card). Our preference is for Canadian banking institutions as forms of payment.

  3. You are responsible for cancelling your recurring payment by the end of the school year. 

  4. Declined payments & penalties:

  • A $100 administrative processing fee is applied for any failed credit card transaction.

  • Payment attempts will retry daily. Following a 3rd failed attempt ($300 cumulative fees), the student's membership is automatically terminated.

  • Re-activation: Re-enrollment requires payment of all accrued fees ($300) plus a $200 reactivation fee, subject to slot availability.

III. Attendance, cancellations & rescheduling for one-on-one kids and adults and semi-private and group in-person sessions

The following policies apply to individual session cancellations, rescheduling, illness, and no-shows. Membership cancellations are covered in Section VII.

  1. Standard cancellations: Cancellations must be self-processed through our booking system at least 24 hours in advance of the session start time.

  2. Student illness notification (less than 24 hours before class):

  • Notice must be sent to admin@lagencefrench.ca if less than 24 hours before class time. Clients will not be able to self-cancel the booking through the booking system within this window.

  • Make-up option: Enrollment in the next available French Skills is optional through our self-booking system. Exception: At L'Agence French's discretion, for a genuine emergency, a direct rebooking of the missed session may be granted.

  1. In-class illness: If a student becomes visibly ill during class, parents will be contacted for immediate pickup. Interrupted class time will not be refunded or rescheduled.

  2. Late arrivals: Instructors will wait up to 10 minutes. After 10 minutes, the session is treated as a late cancellation or no-show, and the client's booked hour is counted as used for the period. Clients may only book a group French Skills Lab session as a make-up.

  3. No-shows: If a student does not attend a booked session without any communication, the class is counted as used and non-refundable. 

  4. Rescheduling:

  • One (1) reschedule is permitted per 4-week billing period. If more additional classes are missed without self-cancellation or communication with the school, we will only provide make-up classes through our French skills lab. For additional missed classes within the month, materials will be provided.

  • Rescheduling is subject to instructor availability.

  • Exception: At L'Agence French's discretion, for a genuine emergency such as sickness, additional rescheduling may be granted.

  • French Skills Lab: The French Skills Lab is a group make-up session that is available for make-up purposes. This is available to students who did not attend their regularly scheduled class, were late to a class by more than 10 minutes, or for reasons deemed by the school. Lab sessions are offered on pre-scheduled dates and can be self-booked through the members page. This class cannot be booked as an extra learning session without one of the reasons above.

Attendance, cancellations & rescheduling for TEF/TCF Preparation and Initiation au français

  • For the TEF/TCF Preparation and Initiation au français programs, participants who cancel or are absent will receive access to the instructional materials provided in Google Classroom; no rescheduling options are offered.

  • For late arrivals to TEF sessions, admission will be denied after a 10-minute grace period, including for virtual sessions.

IV. Punctuality, grace periods & pickup fees

  1. Arrival protocol: Tutoring students must arrive 5 minutes before class and wait in the designated waiting area. Instructors will escort students to classrooms. Parents and guardians must remain outside classrooms during active instruction to maintain a focused learning environment.

  2. Late pick-up fees (Youth Classes):

  • A 5-minute grace period is permitted at class end.

  • Starting at minute 6, a $1.00 per minute late fee is billed directly to the account on file.

  • Repeated lateness: After 3 late pick-up incidents in a term, the 5-minute grace period is revoked, and late fees apply immediately at session end.

V. Emergency facility operations

  1. Emergency closure (weather/power outage): No cash refunds are issued for forced closures beyond administrative control. This will not count as a used class. We kindly ask parents/students to reschedule.  

VI. School breaks, Public holidays & Personal Vacations

  1. Scheduled academic breaks: L'Agence French pauses youth tutoring during major school breaks (Winter break, March break). Billing still applies during this time, but unused classes will always stay on your account until you use them. All class credits must be used by the end of the current school year. There are no refunds for unused classes. 

  2. TEF / TCF Preparation: TEF/TCF Preparation cohorts continue online during standard school breaks (excluding the 2-week winter holiday).

  3. Public holidays: No classes are held on statutory holidays.

  4. Personal / Family vacations: Personal travel taken outside of official school breaks does not pause billing. Any unused hours during personal absences follow the rollover policy outlined in Section VIII.

VII. Membership modifications: Cancellation & termination

  1. Cancellation notice: Written notice must be submitted to admin@lagencefrench.ca at least 14 days before the upcoming 4-week billing date. Requests received within 14 days will be processed for one final billing cycle.

  2. Re-enrollment policy: Students returning after cancellation must wait a minimum of 4 months, re-apply subject to slot availability, and pay a $200 registration fee.

  3. If you choose to cancel and end your services with the school, you will lose and forfeit any future reserved dates and times from the current cancellation month onwards. 

  4. We do not hold or reserve your future bookings after cancellation. 

  5. In the month you cancel, you may complete the sessions that you paid for within the limits of the package you bought, plus we will honor only up to 2 hours of previously cancelled sessions. 

  6. Administrative termination: L'Agence French reserves the right to terminate enrollment immediately for chronic non-attendance, repeated unexcused lateness, unpaid balances, or conduct violating workplace respect.

VIII. Refund & unused hours policy (Excluding TEF/TCF and au français)

  1. Standard policy: All tuition fees, membership payments, and package purchases are strictly non-refundable.

  2. Unused hours & sessions:

  • Unused hours from a billing cycle are saved to your account. 

  • All unused hours must be used before the end of the school year as defined by the school year calendar. 

  • Unused hours at the end of the school year will not be refunded or carried into the following academic year. (Except for 2 or fewer classes left for the remaining year. If you have this, it is your responsibility to communicate this to the school via e-mail to make a note in your account.)

  • It is the client's responsibility to ensure that all hours are booked before the end of the current school year.

  • No session or monetary refunds for schedule conflicts: Changes in personal, work, or extracurricular commitments do not qualify for refunds or credits.

IX. Student & parent code of conduct

  1. Respectful learning space: Mutual respect is required among students, instructors, and staff. Disruptive behavior, harassment, or verbal misuse will result in immediate removal from the program without refund.

  2. Communication channel: All administrative queries, scheduling adjustments, and billing questions must be directed to admin@lagencefrench.ca rather than contacting instructors directly during instructional hours.

X. Discretionary Authority 

We do our best to accommodate every family within the policies outlined here. However, situations occasionally arise that fall outside our standard practices, whether that is a request for additional sessions, unusual scheduling changes, or special exceptions. In these cases, L'Agence French reserves the right to determine what is reasonable and what we can accommodate. Our decisions in these matters are made in good faith, guided by our commitment to fair and consistent service across all our students, and are final. Continued enrollment with L'Agence French constitutes acceptance of these terms, including our discretionary authority in matters not explicitly covered by written policy.