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BOOKING AND CANCELLATION POLICY
Immersive experiences 

Immersive Experiences in Barcelona

At Kaizen Global, we are committed to providing transformative and safe experiences. This policy establishes the booking and cancellation conditions, as well as the coexistence rules during the program.

1. PROGRAM DESCRIPTION

The Immersive Experience program includes:

  •  Round-trip flight ticket from city of origin (USA) to Barcelona

  • Stay with carefully selected local family for 3 weeks

  • Full board (breakfast, lunch, and dinner)

  • Spanish language and culture classes (according to calendar)

  • Excursions to Barcelona and surrounding areas

  • Continuous supervision and support by qualified monitors

Total duration: 3 weeks
Recommended age: 14 to 18 years old

2. BOOKING AND CONFIRMATION

2.1 Booking process

The booking is formalized through:

  1. Completion of the full registration form

  2. Signing of the service contract and acceptance of this policy

  3. Payment of a 40% deposit of the total program cost

The spot is confirmed only upon receipt of the deposit.

Places are limited and assigned on a first-come, first-served basis.

2.2 Full payment

The remaining 60% must be paid at least 60 days before the program start date.

In case of bookings made with less than 60 days' notice, if acceptance of the booking is possible, full payment must be made at the time of booking.

2.3 Required documentation

Before the program starts, and always within the dates requested by Kaizen Global, the student must submit:

  • Copy of valid passport

  • Travel medical insurance valid in Spain (if traveling with own insurance)

  • Medical form and allergies/intolerances information

  • Signed parental authorization

  • Emergency contact information

3. CANCELLATION POLICY

3.1 Cancellation by the client

More than 90 days before start:

  • Refund of 80% of the total amount paid

  • Retention of 20% for administrative and management expenses

Between 60 and 90 days before start:

  • Refund of 50% of the total amount paid

  • Retention of 50% for flight reservations and host family

Between 30 and 60 days before start:

  • Refund of 25% of the total amount paid

  • Retention of 75% for commitments made (flights, accommodation, excursions)

Less than 30 days before start:

  • No refund will be made

  • Expenses already committed (tickets, family, activities) are non-recoverable

3.2 Cancellation once the program has started

If the student leaves the program by their own decision, no refund will be made.

If the student is expelled for serious breach of rules (see section 5), no refund will be made and return expenses will be borne by the family.

3.3 Cancellation by Kaizen Global

In case of not reaching the minimum number of participants or due to force majeure, Kaizen Global reserves the right to cancel the program.

In this case, 100% of the amount paid will be refunded or an alternative date will be offered.

3.4 Exceptions: medical emergencies or force majeure

In case of a serious medical emergency duly justified with a medical certificate that expressly prevents the student from traveling, each case will be evaluated individually.

Transfer of the program to another date (subject to availability) or a partial refund (according to airline cancellation policy) may be offered.

4. CANCELLATION PROCEDURE

To cancel the booking, the client must:

  • Send a written request to: info@kaizenglobal.es or to the manager assigned to their program

  • Cancellation will be effective from the date of email receipt

  • You will receive written confirmation within 48 hours

  • Refunds, when applicable, will be processed within a maximum of 30 business days

5. COEXISTENCE AND PARTICIPATION RULES

Participation in the program requires strict compliance with the following rules. Non-compliance may result in expulsion from the program without refund and return expenses at the student's expense.

5.1 Mandatory attendance

Spanish culture and language classes:

  • Attendance at all classes is mandatory

  • Absences are only permitted due to illness duly justified with a medical certificate

  • Unjustified absences may result in expulsion from the program

Excursions and activities:

  • Attendance at all scheduled excursions is mandatory

  • Absences are only permitted for justified medical reasons

  • Excursions are an integral part of the cultural learning experience

5.2 Supervision and authorization for outings

  • The student may not leave the group during scheduled activities without express authorization from monitors and proper justification

  • The student may not leave the host family's house without prior notice and authorization from:

    • The host family (for outings during free time)

    • The monitors in charge (for any schedule changes)

  • All outings must be duly justified and approved

  • The student must always report their location and estimated return time

5.3 Coexistence with the host family

The student commits to:

  • Respect the house rules and schedules established by the family

  • Maintain respectful behavior at all times

  • Communicate any need, problem, or discomfort to the program coordinators

5.4 Use of devices and communication

  • Use of mobile phones and electronic devices during classes will be regulated by monitors

  • Use of Spanish as the main language of communication will be encouraged

  • Students and their families in the USA will be informed of optimal times to communicate, according to time difference and program activity calendar

5.5 Substance consumption

  • Consumption of alcohol, tobacco, or any illegal substances is strictly prohibited

  • Breach of this rule will result in immediate expulsion from the program without refund

5.6 Behavior and respect

  • Respectful behavior is expected toward peers, host families, monitors, and anyone they interact with

  • No type of harassment, discrimination, or violence (verbal, physical, or psychological) will be tolerated

  • Any damage caused to property will be the financial responsibility of the student/family

6. HEALTH AND SAFETY

6.1 Medical insurance

Having travel medical insurance valid in Spain covering the entire duration of the program is mandatory. If you don't have one, it can be contracted through Kaizen Global.

In case of illness or accident, the family in the USA will be notified immediately.

Medical expenses not covered by insurance will be borne by the student's family.

6.2 Medication

Any medication the student must take must be declared in the medical form.

The student must carry the necessary medication for the entire stay.

Monitors and the host family will be informed of any relevant medical condition.

6.3 Allergies and intolerances

All food allergies, intolerances, or dietary restrictions must be communicated in the registration form.

7. CONSEQUENCES FOR NON-COMPLIANCE

7.1 Minor breach

  • Isolated unjustified absence

  • Repeated tardiness

  • Minor disruptive behavior

Consequence: Verbal warning and communication to the family in the USA.

7.2 Serious breach

  • Repeated unjustified absences

  • Unauthorized departures from the group or house

  • Disrespectful behavior toward peers, families, or monitors

  • Repeated non-compliance with rules after warnings

Consequence: Formal written warning, meeting with coordinators, and possible expulsion from the program.

7.3 Very serious breach

  • Consumption of alcohol, tobacco, or illegal substances

  • Violent behavior or harassment

  • Abandoning the group without authorization, putting their safety at risk

  • Intentional property damage

  • Any action that endangers their safety or that of others

Consequence: Immediate expulsion from the program without refund. Return expenses to the USA will be borne by the student's family.

8. RESPONSIBILITIES

8.1 Kaizen Global's responsibility

  • Provide a quality program as described (commitment to program compliance, comprehensive student monitoring, and attention to families)

  • Guarantee adequate safety and supervision of students

  • Select responsible and trustworthy host families

  • Regular communication with families in the USA reporting on progress in classes and excursions

8.2 Student and family responsibility

  • Comply with all rules established in this policy

  • Communicate any problem or need in a timely manner

  • Maintain responsible and respectful behavior

  • Cover additional expenses not included in the program (personal purchases, calls, etc.)

  • Assume the costs of possible damages caused to third parties

9. CONFIDENTIALITY AND DATA PROTECTION

  • Kaizen Global commits to protecting the student's personal information in accordance with GDPR

  • Data provided will be used exclusively for program management

  • Photographs and videos may be taken during the program for educational and promotional purposes, unless consent is expressly denied in writing

10. PROGRAM MODIFICATIONS

  • Kaizen Global reserves the right to make minor changes to the itinerary, excursions, or activities for justified reasons (weather and safety)

  • Any significant changes will be communicated to families in advance

  • In case of substantial changes, the option to cancel with partial or full refund will be offered as appropriate

11. CONFLICT RESOLUTION

  • Any complaint or problem must be communicated immediately to the program coordinators

  • Kaizen Global commits to resolving any incident as quickly as possible

  • In case of unresolved disagreement, both parties agree to submit to mediation before taking legal action

12. ACCEPTANCE OF POLICY

By enrolling in the Immersive Experiences program in Barcelona, the student and their family fully accept this Booking, Cancellation, and Coexistence Rules Policy.

Signing the service contract implies:

  • Having read and understood all conditions

  • Committing to comply with all established rules

  • Accepting consequences in case of non-compliance

For any questions or clarifications, contact us:

Kaizen Global
Email: info@kaizenglobal.es

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