Created: June 2009 Last Revised: May 2023 Due for Review: December 2023
All content on the website located at www.dpsionline.co.uk (the “Website”) is copyrighted by Helena El Masri (“the Provider”). Helena El Masri offers various courses on the Website under the banner of DPSI Online with Helena El Masri (as an “Online Course Provider”) and interpreting and translation services (as a “Services Provider”) hereinafter named collectively “the Provider”). For all legal effects, the provider’s address is: 20 Kingsland Close, Shoreham-by- Sea, West Sussex, BN43 6NQ, United Kingdom.
Accuracy of Information. Although the Provider endeavours to ensure the accuracy and integrity of the Website and Online Course materials, there are no guarantees as to its completeness or correctness. Therefore, a possibility exists that the Website or Online Course materials could include inaccuracies, omissions, typos or errors. The Provider shall not be liable for any decision made or action taken based on reliance upon the information contained or provided through the Website or the Online Course materials. Should a student, tutor or any user find any such inaccuracies, please contact us immediately with a description or reference to such inaccuracies.
Disclaimer. All Online Courses are provided “as-is” and ‘as available’. We expressly disclaim any warranties and conditions of any kind, whether express or implied, including, but not limited to, the warranties or conditions of merchantability, fitness for a particular purpose, title, quiet enjoyment, accuracy, or non-infringement. We make no warranty that the Online Courses: (a) will meet your requirements; (b) will be available on an uninterrupted, timely, secure, or error-free basis; or (c) will be virus-free, accurate, reliable, complete, legal, or safe due to the interchangeable reliability of the Internet. We expect students to use laptops and/or desktops as mobile devices have limited functionality and compatibility with e-learning platforms. We cannot be held responsible if students do not inform us of any difficulties technical or otherwise that impact the access or submission of coursework.
- Learner’s Registration and Payment
1.2. Full Payment. Upon enrolment in any of the Online Courses, you agree to, in a timely manner, pay the tuition fee set forth in the registration process (“Tuition Fee”) for your chosen Online Course. You agree to make such payment either by bank transfer or credit/debit card via a personal PayPal account for any of the services available on the website.
1.3. Payment by Instalments. In the eventuality of being offered payment by instalments, you remain responsible for making payments within the dates agreed and understand that in case you fail to make payments your access to the course may be suspended. This option has a slight increase in price to cover the platform costs to provide this service.
1.5. To withdraw from a course, after you have started the course, you must contact us via email. However, after payment has been made you must take note of our Refund Policy. Refunds will be considered according to our Refund Policy. Please read below to familiarise yourself with your rights.
- Learner’s access to Courses
2.1. Access. After successful registration, meaning after you pay for your chosen course, you will be given immediate access to your lessons and a login to the practice sessions with your tutor will be sent to you within 8 weeks. You are entirely responsible for maintaining the confidentiality of your password. You agree not to share your username, password or access to your Online Course materials with third parties. To avoid inappropriate use of your access to the Student’s Area, you agree to supply a personal email not registered or affiliated with a company, firm, university, college or agency. You agree to notify us immediately if you suspect any unauthorized use of your password or access to your account. You are solely responsible for any and all use of your account.
2.1.1. Access to your chosen Online Course, via the Student’s Area, is non-transferable and intended solely for your personal use. Access to the course materials is valid during the period you are participating in your chosen course and printing of some materials should be solely for your personal training needs.
2.2.2. Users enrolled in any particular Online Course will have access to the materials pertaining to the chosen Online Course, and to any other services described in the outlined structure for that course. If a learner chooses to withdraw from classes, and/or the course, such access will be suspended until such time the student resumes classes, within the time allocated to complete such course. When learners finish their Online Course, access to the Student’s Area ceases.
2.3. Modification. The provider reserves the right, at any time, to modify, suspend, or discontinue the Website Services or any part thereof with or without notice. You agree that the provider will not be liable to you or to any third party for any modification, suspension, or discontinuance of the Website Services or any part thereof.
2.5. Your Responsibilities. You are responsible for (a) all equipment necessary to access your Online Course such as computer, video camera, headphones and microphone, necessary software and updating these regularly; (b) ensuring a fast and reliable access to the Internet to avoid problems with connectivity, and (c) any fees related to such connection, and for the cost of all use of the Website Services accessed through your account.
- Support available to Learners
3.1. Technical Support. You may contact the Provider 24/7 by email or Skype (dpsionline) if you experience difficulties connecting to or using technical features of the Online Course during the period of time for which you have paid the applicable Tuition Fee. The Provider endeavours to answer within a reasonable time during regular working hours and requests made outside business hours may take longer to get a reply.
3.2. Content Support. The provider offers no support for questions related to the content or design of the Online Courses available on the platform. The provider does, however, encourage your content-related feedback, and will forward feedback and inquiries to the Online Course content developer.
3.3. Maintenance. While the Provider endeavours to make access to the Online Courses available to you 24 hours per day, 7 days per week, there will be exceptions for regularly scheduled maintenance which may result in short downtime periods. The Provider reserves the right to change its availability policy from time to time, and therefore the Provider does not guarantee that the Online Courses will be uninterrupted, nor does it warrant the continuity of any particular feature or content of the Online Courses.
4.1. Plagiarism of pre-course assessments or coursework is not accepted and we cannot be held responsible should learners decide to submit work that is not theirs.
4.2. For the Level 3 and Level 6 Community Interpreting Courses, in particular, the Provider expects learners to submit a Portfolio that reflects their personal ideas and research. Plagiarism is not accepted in any form.
4.3. The Provider shall reserve the right to refuse a Portfolio that contains information found in third parties works (e.g. copied from lessons, books, the internet or generated by AI tools), and to request a further fee from the learner should a re-submission be necessary. Learners will be reminded of this policy, which was signed before the course started and asked to explain their actions.
4.4. Regardless of the extension of the plagiarism, learners will be given a first warning, on the understanding that if repeated they will immediately be expelled from the course, no appeal allowed.
- Fair Assessment
5.1. As an approved Centre for delivery of Community Interpreting courses and as a Course Provider for the DPSI and DipTrans courses, the same format will be used to assess all applicants. Suitable and necessary tests will be required to ascertain knowledge of both English and the other language.
5.2. All candidates are expected to submit an application form which will include statements in both languages used by the candidate. Assessments are open to speakers of all languages and DPSI Online with Helena El Masri shall reserve the right to refuse candidates whose language skills are not at the standard required to start the course.
5.3. Pre-course assessments include all or one of the following:
- Short Role Play, using the two languages spoken by the candidate
- Short Translation from English into the foreign language
- Short answers in the application form, in both languages spoken by the candidate
- Interview on Skype with Course Coordinator
All pre-course assessments will be reviewed by a competent and qualified assessor in the respective language combination, and a candidate will only be accepted onto a course if their language skills are the correct level to start an interpreting course.
5.4. The Provider only uses tutors and assessors with qualifications either equal or above the assessments they are required to do, and/or who have been accepted by the ITI, CIoL or NRPSI.
5.5. All courses offered by the provider are taught or tutored by qualified and experienced interpreters and translators in the language combination of the student.
5.6. All assessments and exams offered by the Provider will be conducted in strict fairness. Assessors, tutors and examiners will be hired on an ad-hoc basis and will not be given any personal details of candidates. The exam process will be impartial and a report will be written on the candidate’s performance.
5.7. All tutors, examiners and assessors are registered and vetted with the awarding body for the qualification they are assessing.
- Disciplinary Procedures
6.1 The Provider will treat all complaints on their own merits by first acknowledging receipt of the complaint and will aim to resolve the issue within 14 days. The Provider will issue learners with the relevant procedure by email. Investigations can take up to 45 days.
6.2. Complaints made by learners on the Community Interpreting courses shall follow the following procedure:
6.2.1. If a learner feels they would like to file a complaint regarding their course, the learner must initially discuss the problem with a member of the DPSI Online Team. If this initial discussion does not satisfy the learner then they should contact in writing the Lead Assessor (Helena El Masri). This correspondence should clearly state the reason and details of the complaint. The Lead Assessor shall seek the opinion of another independent Course Tutor and or pass the matter to the Lead Internal Verifier.
6.2.2. The Lead Internal Verifier will then collate all evidence regarding the complaint and a report will be sent to the learner, the Course Tutor and the Lead Assessor. If following the report, the learner feels they still have not been treated fairly they may contact the Awarding Body directly. A fee may be due for this service. Any contact made with the Awarding Body prior to this process being fully completed will merit no action. The Awarding Body only considers complaints if the IV finds that the centre did not follow procedures.
6.2.3. Learners who are found to be in breach of any terms covered in this document may be expelled from the course without option to appeal and will lose any course fee paid.
6.3. Complaints made by learners on all DPSI courses and/or Translation courses (DipTrans or Foundation Course in Translation) shall follow the following procedure:
6.3.1. Learners should submit in writing any complaint regarding their course, their tutor or language partners to the attention of the Course Leader (Helena El Masri). This will initiate a discussion of the problem with a view to secure a resolution. If this initial discussion does not satisfy the learner then further correspondence should clearly state in detail what reparation the student wishes. The Course Leader may wish to ask the opinion of an independent Course Tutor, or any other independent body for guidance.
6.4. Complaints made by tutors will be treated on their own merits. The Provider shall acknowledge receipt of the complaint and will aim to resolve the issue within 14 days. The Provider will proceed to investigate the complaint by contacting those involved to ascertain facts and deal with the relevant issues. Investigations can take up to 45 days, with the following procedure:
6.4.1. Where a complaint is made by tutors against learners, the tutor must initially discuss the problem with the Course Leader (Helena El Masri), who may need to contact the relevant learner to ascertain their views. The Provider shall seek to resolve the matter within 14 days. If this initial phase does not satisfy the tutor then the following correspondence should clearly state the reason and details of the complaint and what reparation the tutor seeks.
6.4.2. The Course Leader (who is also the Provider) may seek the opinion of another independent tutor to ensure fairness, and/or pass the matter to the Awarding Body responsible for the said course.
6.4.3. Where a complaint is made by tutors against DPSI Online, the tutor must initially bring up any malpractice to the Provider who shall seek to resolve the matter within 14 days. The Provider shall respond indicating if the malpractice took place and offer an explanation. The Provider will endeavour to find a solution to the satisfaction of both parties.
- Appeals made by Learners
7.1. Most complaints will be dealt with by our disciplinary procedures above, with a view to provide a solution that is fair and appropriate. However, in situations where a resolution is not possible, any appeal related to malpractice and/or maladministration shall be lodged within 7 days of any final resolution being made by the Provider. The Provider shall reply within 48 hours with a plan to resolve the appeal. The learner in question shall be kept informed of the outcome of the appeal within 30 days.
7.2. Appeals concerning Plagiarism by a learner enrolled in our Community Interpreting Course when a Portfolio has been refused, deemed incomplete or unsatisfactory, shall be investigated on an individual basis and each case taken for its own merits. Please read Point 6 above.
7.3. Each appeal will be investigated according to its own merits. Where appeals concern a learner who failed to complete the Portfolio to an acceptable standard, failed the Other Language (OL) final assessment or did not submit all coursework required to meet the criteria set by the Awarding Body, the Course Tutor and Internal Verifier reserve the right to decide if such Portfolio is not at the required standard for the learner to receive a Level 3 Certificate in Community Interpreting. Procedures will differ according to each qualification and this will be explained to learners, these are by no means exhaustive, but some reasons and courses of action will be:
7.3.1. Other language coursework not up to standard (this includes Role Play, and/or Sight Translation and/or Glossary) – Learners may request a second opinion at a cost of £55 per item failed. The item submitted will be re-evaluated by another independent assessor who will either revoke or confirm the initial decision. In case a learner has to resubmit an item to achieve certification, this will incur a further cost for the new assessment. Fees will depend on the number of items to resubmit.
7.3.2. Incomplete Portfolio – Should learners be found to have incomplete portfolios, they will be asked to resubmit the relevant items, free of charge, within a 3-day deadline. Failing which, learners will have to resubmit their Portfolios for certification, at a further cost with a new cohort of students at a later date (usually 3 months later). If a learner has passed the OL assessment and remaining criteria has not been met by a different medium then learner needs to resubmit individual tasks within a deadline and at a further cost. Such resubmission fee will be determined according to the criteria missed. Fees will depend on the number of items to resubmit.
7.4. Appeals made directly to the “Awarding Body” will not merit action until the complaints’ procedure has been completed. The Awarding Body will only consider complaints when the centre is found not to have followed procedures.
- Limitation of Liability
8.2. The Provider makes no warranty or representation that the e-learning platform used will be compatible with all operating systems, that it will be secure and that all information provided will be accurate and the courses provided will result in your qualification. Although all tutors used are adequately qualified and courses provided are of high standards and quality, fit for a particular purpose, e.g. coping with respective exams or achieving a qualification at level 3, learners are ultimately responsible for successfully achieving their particular objectives.
8.3. The Online Courses offered on this website are intended for use within the United Kingdom. Classes are scheduled and held during GMT or BST. Those who choose to access this site outside of the United Kingdom are responsible for compliance with local laws to the extent that local laws are applicable. The Provider reserves the right to change the contents of the website, its e-learning platform and the terms of these policies any time and without notice to you. You will be bound by the Policies in force during your time studying with the Provider and at any time in future in case of complaints.
- Term and Termination
11.1. Export Controls. No content or materials may be downloaded from the Website or otherwise exported or re-exported for third party use in the United Kingdom or abroad. Copyright violations shall be dealt with according to the law in force in the United Kingdom.
11.2. Rights. The Provider retains all rights to the Online Courses and users may not assign, resell or transfer any of the rights under these Terms to any third party.
DPSI Online Refund Policy
Created: June 2009 Last Revised: May 2023 Due for Review: December 2023
You have a statutory right to cancel your contract within 14 days (cooling-off period) without giving any reason. This cancellation period ends 14 days after the date of the start of the contract (the day you pay for the course). Once the 14-day cancellation period expires no refund will be given.
To exercise the right to cancel, you must inform us of your decision by email to: firstname.lastname@example.org, or in writing to: Helena El Masri, 20 Kingsland Close, Shoreham-by-Sea, West Sussex BN43 6NQ, UK.
To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
If your chosen course starts during the cancellation period (i.e. during the 14-day cancellation period), then accepting this agreement is your written request for us to provide the service. This means that you will not be able to cancel the agreement and ask for a total refund. However, during this 14-day cooling period, you are still entitled to a partial refund in which you have to cover the services provided during the time up to when you informed us of your decision to cancel. This will include an administration fee of £50, plus any tutor’s teaching time, and/or access to digital content related to your chosen course.
Refunds of Certification Fees are non-refundable once we register the student with the respective Awarding Body.
Any reimbursement due will be paid without undue delay, and no later than 14 days after the day on which we are informed about your decision to cancel your contract, provided we have all relevant information (contact and payment instructions). We will make the reimbursement using the same means of payment as you used for the initial transaction unless expressly agreed otherwise.
According to the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, should you wish to dispute a decision please click the following link EuropeanOnline Dispute Resolution platform.
DPSI Online reserves the right to cancel a course if the minimum number of students is not reached. In this instance, students will be transferred to the following available course. Alternatively, if students are unable to attend the course at a later date, a full refund will be issued upon request.
No refund is given to students enrolled in short courses of 10 hours. Once a student pays for a short course, DPSI Online enters into a contract with the tutor for the provision of these 10-hour courses and this contract is binding.
Students should read the description of the course they are enrolling on and not expect any further services other than those offered on the website. Should a student decide to withdraw from these courses and/or not complete it within the allocated time the student cannot claim any of the missed sessions.