Policies

Cancellation Policy:

It is the policy of ISE Ontario to anticipate and be prepared for the unexpected need to cancel or postpone a program due to circumstances beyond the control of the organization such as, but not limited to, catastrophic events including: acts of war, acts of terrorism, pandemics, strikes, natural disasters, and other upsets which prevent travel to another country. This includes the need to cancel a program after commencement should these types of matters arise. In individual cases, exchanges may be cancelled due to non-compliance or breach of conditions of participation.

Procedures:

1. Prior to departure, if a warning is issued by the Canadian government regarding a catastrophic event in a destination for which ISE Ontario has already collected fees and booked travel, the airlines and land travel suppliers may void changing fees or cancellation fees to this specific destination.

2. If such a situation occurs while students are abroad, the airline will do its best to bring the students back as seats become available. Grouping ISE students will not have priority and may return home in smaller numbers on different flights. Should families choose to arrange their own emergency travel home, it is their responsibility to familiarize themselves with insurance eligibility and maximums. It is imperative ISE is notified of the new arrangements.

3. In extenuating circumstances such as catastrophic events including acts of war, acts of terrorism, pandemics, strikes, natural disasters, or any other matters beyond the control of ISE, support will be provided to ensure your child’s safe repatriation. ISE cannot be held responsible for any extenuating circumstances beyond the normal parameters of an exchange. ISE will do its utmost to actively support, where possible, any opportunities at a later date for those exchanges impacted by such events but cannot guarantee a second exchange option.

4. ISE Ontario makes arrangements with reputable suppliers of air travel and land travel, and hotel accommodation (if required). In situations where cancellations or delays arise, ISE will work in partnership with our travel agent, airlines, and consulate to make every effort to organize alternate arrangements where travel is permitted and possible.

5. ISE Ontario cannot be held responsible for delays, loss of property, injury, accident, death, damage, inconvenience, loss of enjoyment, upset, distress or frustration, whether physical or mental, resulting from any catastrophic event or the negligence of our suppliers.

6. ISE reserves the right to cancel any exchange, regardless of its status, if hosting family member or participants fail to comply with the Conditions of Participation. Families will be responsible for any costs incurred by the offices, European family, and school.

Refund Policy:

It is the policy of ISE Ontario to refund participation fees in certain circumstances, to withhold some portion of the fee in others, and to charge additional fees for ticket changes. Please ensure you have familiarized yourself with the insurance coverage provided to understand its coverage, limitations, and maximum amounts. ISE recommends any family seek additional coverage should they prefer coverage beyond the provided policy. In order to maintain cost-conscious program offerings, it is the practice of ISE to purchase group travel. Group travel is not the same as individual travel bookings. This may change the process or limit any claims made to the airlines or insurance company.

2. The registration fee is non-refundable. Once the match has been finalized, and first installment received, insurance will be purchased. After the insurance has been purchased, the reasons for the withdrawal may be eligible for reimbursement by the insurance company, if the reasons for withdrawal meet insurance company's criteria for reimbursement. ISE cannot support insurance claims beyond providing a letter indicating confirmation of our all-inclusive pricing and travel details.

3. According to Section 1, if a candidate withdraws from an exchange after the match has been accepted and before purchasing an airline ticket, 50% of the funds received (less the non- refundable registration fee, any consumed expenses, and administration fees). The insurance company may pay reimbursement for fees retained if the insurance criteria are met. As an insurance policy includes limits and restrictions, any family can opt to purchase additional insurance to supplement as needed.

4. Once the airline tickets have been issued, refunds from ISE will not be issued, regardless of the circumstances. A claim must be put through the insurance provider to determine eligibility and amount for compensation based on policy coverage provided. Should your child not be able to travel, ISE will work to support an alternate timeline and only charge for the cost of a new ticket and new insurance policy. Both must be provided through our travel agent.

5. No refund can be made by ISE if any of the above occurs while the candidate is away on exchange and must return home. The travel/medical insurance purchased may cover costs as outlined in the policy. Should a candidate be required to return home while on an exchange, if not covered by the insurance policy, the family is responsible for repatriation.

6. No refund will be given if the candidate decides to come home (regardless of reason), any breach of conditions of participation resulting in program cancellation, nor in cases where Canadian family has determined the host family/partner is not to their preference and/or if a second placement with another family is presented, depending on the circumstances, and is refused. If the candidate returns home and the family claim that the experience was not to their liking and not worth the fees paid, no refund will be given.

7. In the event of a passport being lost or reported stolen, every effort will be made to re-issue tickets using the new passport obtained by the family. Fees for making ticket changes will apply.

8. In the event of a partner withdrawal, ISE will make every effort to find a new partner and will assess any refund on a case-by-case basis.

9. ISE takes any discussions regarding mental health and wellness seriously. Any concerns to a participant’s well-being or threats to personal health/harm are considered very serious. Should such matters arise, the candidate will be required to return home. This may or may not be covered by insurance, and any pre-existing condition will not be supported through insurance.

10. In extenuating circumstances such as catastrophic events including acts of war, acts of terrorism, pandemics, strikes, natural disasters, or any other matters beyond the control of ISE, support will be provided to ensure your child’s safe repatriation. ISE cannot be held responsible for any extenuating circumstances beyond the normal parameters of an exchange. ISE will do its utmost to actively support, where possible, any opportunities at a later date for those exchanges impacted by such events but cannot guarantee a second exchange option. ISE will provide documentation required for any insurance claim, but for confidentiality purposes, cannot be responsible for the management or outcome of the claim. Any decision made by the insurance company is beyond the control of ISE.

11. No refunds will be issued whereby the family fails to comply with providing documentation as required or meet the conditions of participation.

12. No refunds will be issued for any hosting expenses regardless of circumstances.

Conditions of Participation:

I/WE CONSENT to my/our child’s participation in this exchange program and understand that the participant and their family must abide by the Conditions of Participation as outlined for the duration of the reciprocal exchange program. This includes both the travel period and the hosting period. This also includes following the rules and conditions of both the European school and host family. Any breach to the conditions of participation will result in immediate termination of the program and return of child to Canada at the Canadian family’s personal expense. Please ensure you refer to the Family Guide, outlining our policies and procedures, provided to you for additional reference.

I/WE AGREE to host the visiting student during the exchange period and treat the European participant as a member of our family; to provide all three daily meals, a warm, safe, clean, and friendly atmosphere, and a safe means of travel to and from school. Where school bus transportation is necessary the host family will be responsible for making these arrangements. The host family is to support the European participant in adjusting to their new surroundings; to assume parental care for the exchange student; to ensure that the student is immersed in the target language (English) and given full opportunity to hear and use English at home (any language other than English should not be used during the hosting period of the European student to maximize that child’s exposure to English) as well as at school; and to ensure that the participant is exposed to as many cultural activities as possible, all of the foregoing at no cost to the visiting exchange student. Family participation is imperative for the success of the exchange.

I/WE DECLARE that the hosting home is free of substance abuse, physical abuse, or any other form of abuse. It is understood that smoking or vaping of legal or illegal substances in front of the hosted child, in the home or vehicle is not permitted and that any alcohol consumption by any adult is not exceeding legal limits, nor will any illegal substances be present in the home. I/we declare that no one in the host home(s) where the visiting student will be living has been convicted of a criminal offence or has criminal charges pending; and that a clear vulnerable sector check from the local police department has been provided for each person aged 18 and over living in the host home(s), as required by ISE Ontario. This includes anyone over the age of 18 that may visit overnight, including but not limited to: grandparents, partners, and other children returning from university or college. This includes the primary home and any secondary households.

I/WE UNDERSTAND that by accepting an offered match, I/we are agreeing to the child’s partner. ISE matches are made with the best efforts based on the applications provided. Filling out the application honestly is essential for this process and for ISE records. Families are encouraged to engage in conversations with their host family in order to better understand family dynamics, rules, meals, etc. While ISE and its partner offices scrutinizes each application, cannot be held responsible for personality variances or undisclosed information. Changes to partners will occur under circumstances where medical issues arise or a situation where a child’s safety may be threatened. Any other change request will be addressed on a case-by-case basis.

I/WE UNDERSTAND that student exchange participants must consider their exchange partner to be their first priority during the hosting period. Everyone involved in the hosting, including friends and family, should make an effort to include the European student in daily activities. Neither partner will overuse cell phones, email, or social media. Overuse reflects a lack of consideration for the exchange partner. Due to the expense of repairing or replacing electronic devices, we will not allow exchange students to borrow or lend devices while on exchange. ISE will not assume any responsibility for damage/loss in these situations.

I/WE UNDERSTAND that a student exchange participant may need to work part time or engage in another commitment (sports, clubs, etc.) and that while hosting their exchange partner, hours are to be reduced and weekend shifts avoided in order to maximize the time available to be with the exchange partner. Arrangements should be made to ensure the exchange partner is not left alone during the times of these commitments.

I/WE UNDERSTAND that this is a RECIPROCAL EXCHANGE, and that the Canadian family has an obligation to host a visiting student for the time designated. Even if the original partner does not travel regardless of reasoning, hosting is to be provided should a new candidate be identified. Should the Canadian family not fulfill said obligation, additional fees will apply to find an alternate family for the remainder of the timeline or by the school. Charges from the new host school can also be expected. I/we understand that the exchange of partners will only be made in extreme cases and will be managed on a case-by-case basis.

I/WE UNDERSTAND it is the responsibility of the family to work with their school to support a timetable for the hosting (European partner) and travelling period (while abroad). ISE does not assume responsibility for scheduling, and its timetables must be mitigated by the family at school level. The Canadian, nor the European school can guarantee scheduling requests and while abroad, will not be offered a continuation of current Canadian timetables. Homework can be expected from both the Canadian and/or European school.

EXCLUSION OF LIABILITY: I/WE clearly understand that the Canadian child’s host family, the education and/or school authorities and exchange officials in the host country, the school and/or school board where the Canadian child is a resident student, and ISE ONTARIO together with its directors, officers, employees, and volunteers assume no legal responsibility or liability for participating students.

MEDICAL AND DENTAL AUTHORIZATION: I/WE authorize all medical and dental attention for the Canadian child judged necessary by medical authorities in the host country or the host family in the event of an accident or serious illness. I/WE understand that every attempt will be made to reach the child’s family by telephone in case of emergency.

GROUP TRAVEL: I/WE understand that the Canadian child is expected to travel to and return from the exchange country with the exchange program group. I/We confirm that the child has permission to travel with ISE designated chaperones and with their host family and their school during the duration of the program.

TRAVELING IN THE HOST COUNTRY:

a) I/WE understand that exchange program participants must attend school and therefore travel during the exchange program is restricted to excursions with the host school or member/members of the host family, without exception. Where such excursions involve travel outside the host country, a letter of authorization from the Canadian parent(s) is required.

b) Exchange families are encouraged to discuss outings provided by host families, schools, or other organizations for acceptance. Exchange families assume any and all risk and responsibilities associated with outings provided by the above and understand communication should be had to discern comfort level and skills needed for participation in such activities.

c) No personal travel or visits to or by the participant or their families are permitted during the exchange duration. No deviations to this condition will be considered.

d) Travel dates will not be modified to support personal travel. Group travel on the dates as assigned by ISE.

e) Should a child turn 18 years of age during the time of travel, it is understood that said person is still considered a youth for the duration of their travel and must comply with the conditions of participation in the program

Media Release:

I/WE GRANT ISE ONTARIO permission to videotape and/or photograph my/our child while participating in program activities with the understanding that these materials will be used for promotional purposes only and grant permission to use images provided to our office or on social media (photographs and/or video) in media publications. I/We hereby waive any right to inspect or approve the finished photographs or electronic matter that may be used in conjunction with them now or in the future, whether that use is known or unknown, and waive any right to royalties or other compensation arising from or related to the use of the image. I/We understand that I/We can address any specific questions regarding this release by submitting those questions in writing to our office before signing.I/We agree that failure to do so will be interpreted as a free and knowledgeable acceptance of the terms of this media release.

EXPULSION FROM THE PROGRAM: The exchange program authorities reserve the right to immediately withdraw a student from the exchange program and/or arrange for an early return home, with no liability or cost to the exchange program authorities or to the host family, for any of the following:

• Withholding information and/or failure to tell the truth on the application form.Failure to disclose any past or present medical treatment for physical or psychological conditions or disorders.

• Any concern or threat to personal harm/mental health and physical well-being. Use of illegal drugs or abuse of alcohol.

• Driving a motorized vehicle OR hitch-hiking.

• Unauthorized absence from school; unwillingness to be attentive or participant during classes and to do the work assigned.

• Failure to accept the authority of school and exchange officials AND/OR failure to comply with the house rules of the host family.

• Undertaking independent travel that is not with the host school or the host family members.

• Breaking the law of the host country, including, without limitation.

• Receiving, creating, or distributing information which is unlawful including but not limited to materials or image which are racist, pornographic, dangerous, obscene, or inconsistent with the values of the host family.

• Use of social media to promote any derogatory statement of host family or school or posting of images that reflect a breach of participation conditions.

• Failure to comply with submission of all required documents in the requested timeframe.

• Failure to abide by the Conditions of Participation of the program.

• Failure to abide by the Policies and Regulations of the host school.

PRIVACY WAIVER: I/WE PERMIT ISE Ontario to share this application in part or in whole with partner organizations, staff, volunteers, host families, host school boards and affiliated schools in Canada and Europe, along with providing the required information to our travel and insurance providers. ISE has permission to use the Canadian child’s contact information to follow up as needed. This can occur before, during, or after the travel period.