TERMS & CONDITIONS
If you access and use this Web site (the "Site"), you accept and agree to be bound by and comply with these terms (the "Terms"). If you do not accept the Terms, do not use the Site.
All products and services of The Santosha studio and its subsidiaries and affiliates are subject to the terms and conditions of the applicable agreements governing their use.
The Terms are to be read by you together with any terms, conditions or disclaimers provided in the pages of the Site. In the event of any conflict, the terms provided in the pages of the Site will govern.
The information, material and content provided in the pages of the Site (the "Information") may be changed at any time without notice. Changes may be made to the Terms at any time without notice by updating this posting. You agree to review the Terms regularly and your continued access or use of the Site will mean that you agree to any changes
Any unprotected E-Mail communication over the Internet is, as with communication via any other medium (e.g. cellular phones, post office mail), not confidential, subject to possible interception or loss, and is subject to possible alteration.
No endorsement or approval of any third parties or their advice, opinions, information, products or services is expressed or implied by any Information.
External Links and Software
Links from or to web sites outside the Site are meant for convenience only. The Santosha Studio does not review, endorse, approve or control, and is not responsible for any sites linked from or to the Site, the content of those sites, the third parties named therein, or their products and services.
Linking to any other site is at your sole risk and The Santosha Studio will not be responsible or liable for any damages in connection with linking.
Links to external sites containing downloadable software are for convenience only and The Santosha Studio is not responsible or liable for any difficulties or consequences associated with downloading the software. Use of any downloaded software is governed by the terms of the license agreement, if any, which accompanies or is provided with the software.
Payment for Products & Services
All Credit Cards will be processed in £ sterling at the time of payment. The Santosha Studio is not responsible for any fees, charges, exchange rates or additional charges levied by individual financial institutions or Credit Card companies.
Refund / Cancellation Policy
Services are covered by our cancellation policy which can be found here
Products may be returned within 14 days for full refund. Returns are valid only for products that have not been opened, used or damaged.
Products which are defective or damaged upon arrival may be returned immediately for exchange or refund.
Customers are responsible for all shipping charges on exchanges or refunds.
Santosha Studio takes complaints seriously. If you would like to make a complaint please see our procedure below.
A complaint is an expression of dissatisfaction, either written or spoken. A complaint can be made by an individual or a group. You may wish to complain if you are not satisfied with the way you have been treated, the service you have received or the tuition you have received from Santosha Studio course or tutor.
1. Principles of Santosha Studio complaints procedure
a) Santosha Studio recognises that complaints are an important part of member feedback. All complaints will be investigated fully and fairly. If the complainant is not happy with the result of the response to the complaint, they will have the right to appeal.
b) Santosha Studio is committed to ensuring that its services and courses are of the highest quality. The complaints procedure enables Santosha Studio to respond clearly and properly to complaints and to know when and why people are not satisfied with its services and courses, so that it can improve them.
2. Who can make a complaint?
a) This procedure is for anyone who has received a service from Santosha Studio or a tutor working at Santosha Studio.
b) This procedure does not cover complaints made by Santosha Studio paid staff who need to follow agreed grievance, disciplinary or other internal procedures. Complaints about Santosha Studio employees should be addressed to Fiona McIntosh c/o Santosha Studio, 40 Foghhamshire, Chippenham SN15 1HB.
4. If your complaint is about Santosha Studio, course or qualified teacher working from the Studio, there are three stages that you can go through to try and resolve the problem. You may wish to involve an advocate, friend or someone else to support you at any stage.
The three stages are:
Stage One (Informal) In the first instance it is the responsibility of the complainant to make an attempt to resolve a problem with the tutor or individual concerned.
Stage two (Formally registering a complaint) If you are not satisfied with the response you have received at stage one (informal) you should then use stage two of this procedure. Outline the details of your complaint by e-mail at firstname.lastname@example.org or by letter and send it to Fiona McIntosh c/o Santosha Studio (marked private and confidential). Your complaint will be acknowledged as soon as possible. The letter will contain the following information: 1. Name, address and telephone number of the person who will investigate the complaint 2. What support you can receive during the process of the complaint, e.g. in terms of making information accessible. In exceptional cases, for example, where a child or vulnerable adult is involved, in accordance with national guidelines and good practice the identity of individuals at risk will be protected.
The complaint will be investigated and considered by a Panel of three – the Director, the Marketing Manager and a Santosha Senior Yoga Teacher. Substitutes may occasionally be made if any of the three are unavailable. The investigation may involve all or some of the following courses of action, as appropriate to the individual case:
1. The subject of the complaint will be asked for their written response and version of events
2. A meeting between the subject of the complaint and the Panel
3. An assessment of teaching competence.
4. Further information may be sought from third parties with regard to the background (for example from other students on a course.
5. Further information may be sought from third parties with regard to the background (for example from other students on a course)
6. You will be kept informed at regular intervals as to how the investigation is progressing and timescales involved. You may also be asked for further information and comments to ensure that the Panel has a balanced understanding.
7. When the Panel has made a decision, you will receive a formal written response to your complaint. The response will include the following information:
A decision about whether the complaint was upheld or not
The reason for the decision
The redress, if appropriate, which will be offered to you
Any other action that may be taken in light of the complaint