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Policies & Procedures

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VITIS HOUSE POLICIES AND PROCEDURES

Complaints and Appeals

Vitis House aims to provide a consistently superb level of service to students. We want to make sure we provide high quality standards at all times. But, if you have a complaint, please email us at cheers@vitishouse.com to the attention of the owner, we would like to hear about it to improve our service and taking whatever action is needed to put mistakes right and to prevent them from happening again.

We are committed to ensuring to all students that the act of filing a complaint will in no way prejudice the complainant.

If you need to make a written complaint, please add name, address, contact information, full details of the complaint, supporting information if needed, dates, locations, any witnesses and details of any previous attempts to resolve the identified dissatisfaction. We will reply within 3 working days of receipt.

If the complainant is related to a WSET course and you consider the complaint still unresolved by Vitis House, the next step will be to submit an appeal in writing and marked for the attention of the WSET’s Quality Assurance Team at qa@wsetglobal.com. The appeal must be submitted within 10 working days of the cause of dissatisfaction.

Conflicts of Interest Policy

We are committed to identify, monitor and manage actual, potential and perceived conflicts of interest. This is essential to safeguard the integrity of Vitis House and WSET qualifications. We will take steps to mitigate the effect of a conflict of interest and sanctions to students or staff can be applied.

A Conflict of Interest exists where an individual has interests or loyalties that could adversely influence their judgement, objectivity or loyalty to WSET when conducting activities associated with WSET qualifications.

Examples can include:

• The undertaking of any assessment of candidates by an individual who has a personal interest in the result of the assessment for any or all individuals concerned;
• The undertaking of any moderation of assessment of candidates by an individual who has a personal interest in the result of the assessment for any or all individuals concerned;
• The tutoring of candidates by an individual involved in the assessment process;
• The undertaking of a WSET qualification by any individual employed by Vitis House;
• The invigilation of a WSET assessment by any individual involved in the delivery of training leading to the assessment;
• 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 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 in advance.

All Conflicts of Interest need to be declared to Vitis House, it does not matter if they are manageable or not, they all need to be declared. Please email us at cheers@vitishouse.com to the attention of the owner, so we can take the proper actions to mitigate them. Conflicts of Interest will be declared to WSET’s QA team.

Privacy Policy

Vitis House and WSET are committed to protect your privacy. We aim to respect any personal data you share with us when you register as a candidate. We will share your name, date of birth, gender and email address with WSET and this information will be handled in accordance with WSET’s Data Protection Policy.

We will only send you information regarding the course or event for which you are registered or future Vitis House events.

For us to provide you with products and services related to our courses, we on occasion share some of your personal data with certain approved suppliers, however we always seek to make sure that your personal data is secure at all times.

If you would like us to stop sending you emails for marketing purposes simply let us know by contacting cheers@vitishouse.com

Diversity and Equality Policy

Vitis House is committed to upholding the principles of diversity and equality in all our courses, seeking to ensure that all students are treated fairly and equally at all times. Vitis House ensures that access to WSET qualifications is not discriminatory, we promote open access to WSET qualifications (having regard to the legal minimum age for the retail purchase of alcohol and assessment competence standards).

Vitis House ensures that access to WSET qualifications is not discriminatory. WSET ensures that the format and content of all specifications, examinations and WSET Awards materials do not discriminate unlawfully against anyone on the grounds of disability, age, marriage and civil partnership, gender reassignment, pregnancy and maternity, race, religion or belief, sex and sexual orientation (having regard to the legal minimum age for the retail purchase of alcohol and assessment competence standards).

We allow candidates with special educational needs, disabilities or temporary injuries to register to our courses.

Student must identify special needs at the time of enrollment.

Reasonable Adjustments Policy

A reasonable adjustment is any action that helps to reduce the effect of a disability or difficulty that places the candidate at a substantial disadvantage in the assessment situation.

Vitis House and WSET seeks to assess all candidates in a way that puts them at no disadvantage, or advantage, over other candidates.

Reasonable adjustments must not give unfair advantage over candidates for whom reasonable adjustments are not being made, or affect the reliability and validity of the assessment outcomes as detailed in the applicable Specification.

Student must identify special needs at the time of enrollment. Please send us an email at least 45 calendar days before the course cheers@vitishouse.com. Add your name(s), date of birth, gender, email, address and documentation provided for reasonable adjustment request. The information provided will be handled according to our Privacy Policy in place, any information pertaining to reasonable adjustments will also be shared with WSET and will be subject to their Privacy Policy. Reasonable adjustments may involve:

• 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;
• Reorganising the assessment room, such as removal of visual stimuli for an autistic candidate.

Reasonable Adjustment application will be submitted to WSET, and the specific adjustment will be agreed upon between WSET and Vitis House.

Special Consideration Policy

Special consideration is an action taken after an assessment to allow candidates 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 candidates for whom special consideration is not being applied, or alter the assessment demands of the qualification as detailed in the applicable specification. To request a special consideration, please send us an email at least 5 business days after the exam day at cheers@vitishouse.com and please include your name, date of birth, gender, email, address and documentation provided for the special consideration request with supporting evidence. The information provided will be handled according to our Privacy Policy in place, any information pertaining to special considerations will also be shared with WSET and will be subject to their Privacy Policy, which can be found at: wsetglobal.com

Malpractice and Maladministration Policy

Vitis House protect the interests of our students and safeguard the integrity of WSET qualifications by ensuring compliance with WSET Policies and Procedures. Non-compliance with Vitis House and 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.

Whether a situation is maladministration or malpractice will be determined by Vitis House and WSET following an investigation.

If you think an incident has occur, please email us immediately at cheers@vitishouse.com Please include a detailed account of the circumstances surrounding the suspicions and allegations.

WSET® Students Cancellations/Refunds

WSET in classroom Students will receive a full refund 30 days before the day of the course. We will charge $125 processing fee. Making changes to your WSET reservation within 21 days of the day of the course will result in a fee of 25% of the cost of the course and a fee of 50% within 14 days of the day of the course. Unfortunately, no transfers or refunds are allowed 10 days prior the first day of the course. If you want to be transferred to another course, you must submit a request 14 days prior the course date and pay for the fee.

WSET L1 and L2 Online Students will receive a full refund 30 days before the day of the course. We will charge $99 processing fee. No changes or cancellations are allowed after the student receives access to the WSET portal.

If you have any question, please send us an email to cheers@vitishouse.com

WSGTM Students Cancellations/Refunds

WSG Students will receive a full refund 60 days before the day of the course. We will charge $150 processing fee.

Making changes to your reservation within less than 45 days of the start day of the course will result in a fee of 50% of the cost of the course.

Students have no refunds 30 days before the day of the course or after a program has begun.  If you need to be transferred to a future program, you must submit a request 60 days prior the course.

For cancellations please send us an email to cheers@vitishouse.com

SSA Sake Somelier Cancellations/Refunds

Students will receive a full refund 30 days before the day of the course. We will charge $25 processing fee. Making changes to your reservation within 21 days of the day of the course will result in a fee of 25% of the cost of the course and a fee of 50% within 14 days of the day of the course. Unfortunately, no transfers or refunds are allowed 14 days prior the day of the course. If you want to be transferred to another course, you must submit a request 14 days prior the course date and pay for the fee.

If you have any question, please send us an email to cheers@vitishouse.com

Vitis House Wine Classes Changes/Cancellations/Refunds

ALL CLASS SALES ARE FINAL. You can transfer your spot to someone else (at no cost). Please send us an email with the name of the person attending on your behalf.

Classes are subject to cancellation due to government safety measurements, severe weather conditions or low attendance. Check here for more details about our cancellation policies and safety guidelines or contact us at cheers@vitishouse.com

Others

Attendance policy

In order for students to complete their program, they are expected to attend all scheduled class sessions. Those whose absences exceed more than 20% of the program are considered at-risk for successfully passing the certification exam.

Dietary Restrictions

If your class or event involves food and you have dietary restrictions, please let us know at least one week in advance so we can best accommodate you.

Locations

Since we offer courses in different locations, please refer to your registration page for your class location details. Our main address is:

The Loading Dock
1053 E. Whitaker Mill Rd. Suite #115 Raleigh, NC 27604

Please arrive at least 20 minutes early to ensure you complete your registration before the start of class. Please bring your ID. We ask that you do not wear perfume/cologne, scented deodorants, scented lotions, etc. as it interferes with your fellow participants’ ability to smell the wines.

Parking

Parking will be available in all our locations, but locations and prices may vary. A private trans- portation service is always recommended.

Dress Code

We strongly suggest a business casual/comfortable attire to all our classes.

Dining & Hotel Options

We are more than happy to assist you finding the best accommodations and dining options near us. Feel free to email us cheers@vistishouse.com if you need suggestions.

Social Media

We want to see how much you enjoy the time you spend with us. Feel free to post your experience and don’t forget to tag us on Facebook, Instagram and write a review on Google.

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Connect with VitisHouse

We welcome you to contact us for more information
about any of our offerings or questions!

Raleigh (Main House)

1053 E Whitaker Mill Rd #115
Raleigh, NC 27604

Winston-Salem

500 W. 5th Street
Winston-Salem, NC 27101

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