Terms and Conditions
Table of Contents
- Complaints and Appeals
1.1 Complaints procedure
- Conflict of Interest
- Privacy and Data Protection
3.1 Log File
3.2 Cookies and Web Beacons
3.3 Privacy Policies
3.4 Third Party Privacy Policies
- Diversity and Equality
- Reasonable Adjustments
- Special Consideration
- Malpractice and Maladministration
- Cancellations and Refunds
8.1 Payment and confirmation
8.3 Contact details
Amsterdam Wine Academy (AWA) is committed to making your experience as good as possible. However, if you have a complaint, then AWA aims to listen and respond to you quickly, as set out below.
We welcome your feedback and will always strive to listen and improve our service accordingly.
If you register a formal complaint through our complaints procedure, we will aim to deal with it properly and promptly. We will acknowledge receipt of the complaint within two working days and resolve it within 20 days of receipt of the complaint.
If the complaint is complex, and likely to take longer than 20 days to resolve, then AWA will notify you, outlining the reasons, and with a new expected date / outcome.
We will deal sensitively with all complaints and will treat you with courtesy. We expect the same in return, to resolve the complaint smoothly and professionally. AWA will keep a record of the complaint for two years.
- Your complaint should be in writing to Amsterdam Wine Academy, Lutmastraat 91H, 1073GR, Amsterdam – or by email to email@example.com
- Please include the details of the complaint in as much detail as possible, including dates and any evidence you may have to illustrate your dissatisfaction.
- Include your contact details – address, email and telephone number
- AWA will acknowledge receipt of your complaint within two days. We will aim to have a response to you within 20 working days from the date of receipt of the complaint. If the complaint is complex, and likely to take longer to resolve, then AWA will notify you, outlining the reasons, and with a new expected date / outcome.
- If you are not satisfied with the response, you may file an appeal in writing to AWA. If you are still not satisfied with the response, an appeal can be lodged with the WSET APP Administration team, via an address supplied by AWA.
Amsterdam Wine Academy has been approved by WSET Awards as an Approved Programme Provider (APP). As a regulated awarding organisation, WSET Awards is required to identify, monitor and manage actual, potential and perceived conflicts of interest (‘Conflicts of Interest’). This is essential to safeguard the integrity of WSET qualifications and promote confidence in WSET Awards processes.
This document offers guidance to individuals engaged in activities undertaken on behalf of WSET Awards (the awarding organisation of the Wine & Spirit Education Trust) which have potential to lead them to act contrary to the interests of WSET Awards in the development, delivery, assessment and award of its regulated qualifications.
It defines what is meant by conflict of interest, describes such conflicts of interest in the context of working with WSET Awards, identifies those conflicts of interest that can be managed and are therefore acceptable and those that cannot be manage and are therefore unacceptable. It also gives examples of potential conflicts of interest.
Scope of this Policy
This policy is applicable to all members of staff employed by the Wine & Spirit Education Trust and to any individuals acting on behalf of WSET Awards. This includes those involved in the development of WSET qualifications, question-setting, marking of assessments, delivery of WSET programmes of study leading to WSET qualifications, marketing of WSET qualifications, production of study materials, examination papers, qualification certificates and all other associated resources and services.
Definition of Conflict of Interest
A Conflict of Interest exists where an individual has interests or loyalties that could adversely influence their judgement, objectivity or loyalty to WSET Awards when conducting activities associated with WSET qualifications.
Examples of Conflicts of Interest in the context of an awarding organisation include:
- The undertaking of any moderation of assessment of student by an individual who has a personal interest in the result of the assessment for any or all individuals concerned;
- The tutoring of students by an individual involved in the assessment process;
- The undertaking of a WSET qualification by any individual employed by an Approved Program Provider;
- The undertaking of a WSET qualification by any individual employed by WSET Awards;
- The invigilation of a WSET assessment by any individual involved in the delivery of training leading to the assessment;
- The coaching of students by any individual involved in the assessment of student scripts or the authoring of examination questions;
- The employment by an APP of individuals engaged in the delivery of taught programmes or in the role of Internal Assessor in another APP;
- The investigation of a non-compliance incident by someone who is unable to act impartially. Some of these Conflicts of Interest can be managed 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. Similarly, where an employee of the WSET or one of its APPs undertakes a WSET qualification, measures can be put in place to maintain the integrity of the assessment, provided this has been notified to WSET Awards in advance. Some Conflicts of Interest cannot be managed and are not acceptable. For example, it would be inappropriate for an individual involved in the authoring of examination questions or the compilation of examination papers to teach or coach students. Identification of Conflicts of Interest Any individual involved in the delivery of WSET qualifications who becomes aware of a Conflict of Interest must inform the Head of Quality and Compliance (HOQC) in writing immediately. Conflict of Interest declarations will be recorded by WSET Awards on the Conflicts of Interest Register. Please note that any APP who fails to declare a Conflict of Interest may be in breach of its terms of approval and sanctions may be applied in accordance with the Malpractice and Maladministration Policy. Where a Conflict of Interest is identified by WSET Awards rather than the individual(s) concerned, the HOQC will take steps to mitigate the effect of the Conflict of Interest and may apply sanctions to an APP in accordance with the Malpractice and Maladministration Policy. Management of Conflicts of Interest WSET Awards has procedures in place to manage specific Conflicts of Interest. These include the exclusive involvement of WSET Awards staff in the creation of all assessment materials, moderation of all internal assessments conducted by APPs and moderation of all written examinations not marked by optical mark readers. Other Conflicts of Interest will be managed on a case-by-case basis. The HOQC has responsibility for the management of Conflicts of Interest relating to the work of WSET Awards. The members of the WSET Senior Management Group have responsibility for the management of conflicts of interest relating to functions of the Wine and Spirit Education Trust’s functions. The HOQC will consult with the Director to agree how to mitigate any Conflict of Interest. The Director will decide when and how Conflicts of Interest and the steps taken to mitigate them should be escalated within the Wine & Spirit Education Trust, to the Board of Trustees or to the Regulator.
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Amsterdam Wine Academy welcomes applications from all potential students over the age of 18. AWA will treat all students equally, regardless of their race, age, gender, sexuality, disability, religious belief, culture or any other characteristic that might be discriminated against.
Reasonable adjustments may be needed to minimise the effects of a disability or difficulty which could impact on a student, placing them at a substantial disadvantage.
Amsterdam Wine Academy will assess all candidates in a way that puts them at no disadvantage, or advantage, over other candidates. AWA will aim to reasonably remove barriers to deliver that equality of approach, while at the same time maintaining the integrity of the WSET qualifications.
After the point of booking, AWA will ask if any adjustments may be likely, with regards to the training venue; the materials; the exam situation, or any other activity within the qualification training.
This could include:
- Changing standard assessment arrangements, for example allowing candidates extra time to complete the assessment activity
- Adapting assessment materials, such as providing materials in large text format
- Providing access facilitators during assessment, such as a sign language interpreter or reader
- Re-organising the assessment room, such as removal of visual stimuli for an autistic candidate.
Reasonable adjustments are approved or set in place before the assessment activity takes place; they constitute an arrangement to give the candidate access to the qualification.
The use of reasonable adjustment will not be taken into consideration during the assessment of a candidate’s work. It is our responsibility to identify at the time of candidate registration any special assessment needs which require reasonable adjustments to be made for examination purposes.
We will inform WSET®Awards at the earliest opportunity using Request for Reasonable Adjustment Form so that appropriate arrangements can be made.
Out of fairness to all candidates, evidence of the individual circumstances giving rise to the request must be produced. The specific arrangements for the examination process itself, or for marking, will be agreed in each case between the Programme Provider’s Examinations Officer and the Examinations Administrator at WSET®Awards, and will vary according to individual circumstances. WSET®Awards reserves the right to seek the advice of independent agencies as appropriate in coming to a decision on specific arrangements. Please note that we may not offer Reasonable Adjustments to any candidate until this has been agreed with WSET®Awards.
Due notice is required in order for appropriate arrangements to be agreed and put into place. The period of notice required is at least six weeks prior to the examination date. Candidates wishing to ask for a reasonable adjustment can do this by contacting us at Amsterdam Wine Academy, Lutmastraat 91H, 1073GR, Amsterdam or by email to firstname.lastname@example.org
Please indicate the requested adjustment and contact details (name / address / email address / phone number).
AWA is required to keep records of all reasonable adjustment applications.
Special consideration is an action taken after an assessment to allow students who have been disadvantaged by temporary illness, injury, indisposition or adverse circumstances at the time of the assessment to demonstrate attainment.
Special consideration will not give unfair advantage over students for whom special consideration is not being applied or alter the assessment demands of the qualification as detailed in the applicable Specification.
A student may be eligible for special consideration if:
- Performance in an assessment is affected by circumstances beyond the control of the candidate. This may include recent personal illness, accident, bereavement or examination room conditions;
- Alternative assessment arrangements which were agreed in advance of the assessment proved inappropriate or inadequate;
- The application of special consideration would not mislead the user of the certificate as to the student’s attainment. Please note that WSET Awards do not offer ‘Aegrotat’ awards and that all assessment requirements of WSET qualifications must be met. Applying for special consideration Amsterdam Wine Academy must submit a Special Consideration Application Form to WSET Awards within 7 working days of the assessment date for which special consideration is being sought. Eligibility will only be considered if accompanied by supporting independent documentation. In cases of serious disruption during the examination, the Examinations Officer must submit a detailed report of the circumstances and students affected to WSET Awards. This must be returned with the completed examination papers. Amsterdam Wine Academy will keep records of all applications for special consideration.
The aim of this policy is to protect the interests of WSET students and safeguard the integrity of WSET qualifications by ensuring compliance with WSET Policies and Procedures. It provides a framework for the identification, reporting and management of any potential malpractice or maladministration and for the application of sanctions.
Non-compliance with WSET Policies and Procedures generally falls into one of two categories:
- Maladministration, where non-compliance is accidental rather than intentional; and
- Malpractice where non-compliance is intentional or the result of negligence.
Malpractice or maladministration conducted by students may include, amongst other things:
- Cheating, including the use of unauthorised devices or materials;
- Disruptive behaviour in an examination;
- Plagiarism of any nature by students;
- Impersonation (including forgery of signatures)
Sanctions applicable to students may be the following:
|Written Warning||The student is issued with a written warning that if the offence is repeated within a set period of time then further specified sanctions will be applied.|
|Exam Result Declared Null and Void||A student’s exam result is disallowed. This may include invalidation and recall of a certificate already issued.|
|Disqualification from a Qualification||The student is disqualified from participating in the concerned qualification with immediate effect and further excluded from participating in any further WSET qualifications for a period of 12 months.|
|Student Disqualification||The learner is disqualified from participating in any courses or assessments leading to WSET qualifications.|
We assure to do our utmost not to engage in any malpractice or maladministration as a WSET APP. In case this does, and it has negative consequences for students, students are invited to file a complaint (see complaints policy).
Your course booking is not secure until full payment is received. Deposits are not acceptable and AWA does not accept provisional bookings.
Online payments will be accepted, and bank details will be supplied at request, via the links on the Amsterdam Wine Academy website.
Amsterdam Wine Academy will confirm the booking by email.
After confirmation by AWA it is not possible to get a refund. However, if a candidate wants to cancel the course for any reason AWA will try it’s best to sell this person’s place on the course. Once this is the case the candidate that wants to cancel will get a full refund (minus cost for course materials if they have been sent already).
In case of a serious incident exceptions can be made. AWA holds the right to ask for written proof of the reason for cancelation.
If a course is under-subscribed (10 people or less people) then Amsterdam Wine Academy retains the right to cancel the course and offer candidates an alternative date.
If you would like to contact us concerning any matter relating to this Refund Policy, you may send an email to email@example.com This document was last updated on December 3, 2020