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Policies & Terms – Student Concierge

Effective Date: April 20, 2024

At Student Concierge, we prioritise the safety, wellbeing, and smooth experience of international students and their families. Our policies outline how we operate, protect personal information, and deliver high-quality, trustworthy support.

1. Safeguarding Policy

 The safety and welfare of students is our highest priority. All team members are DBS-checked, trained in safeguarding, and experienced in supporting international students.
Our safeguarding practices include:

  • Protecting students from harm while in our care

  • Maintaining safe travel, accommodation, and activity arrangements

  • Clear procedures for reporting concerns or incidents

  • Ensuring all staff understand cultural sensitivities and Indian family values

2. Privacy & Data Protection Policy

We handle personal data with the highest standards of confidentiality and security.

  • Student and family information is stored securely and only used for the purposes of providing our services

  • Communication and records are protected in line with GDPR and UK data protection standards

  • Parents and students can request access to their personal information at any time

3. Terms & Conditions / Service Agreement

Our Terms & Conditions set out:

  • Scope of services, including airport transfers, settling-in support, travel coordination, concierge services, and wellbeing monitoring

  • Responsibilities of Student Concierge and families

  • Payment schedules, cancellations, and refunds

  • Liability and emergency procedures

4. Health, Safety & Travel Policy

We ensure all student travel and activities are safe, organised, and monitored:

  • Airport pickups, check-ins, and boarding assistance

  • Holiday travel coordination and return transfers

  • Support during unexpected events or emergencies

  • Guidance for daily safety and living in the UK

5. Wellbeing & Support Policy

We provide ongoing care and guidance for students while they are away from home abroad:

  • Regular check-ins and wellbeing reports

  • Guidance on daily life, academics, and early career questions

  • Support for religious, spiritual, or cultural needs

  • Concierge-style assistance with essentials, online orders, uniforms, and stationery

  • Maintaining communication via WhatsApp for real-time updates and email for reports

6. Complaints Policy

We take feedback seriously and aim to resolve any concerns quickly and professionally:

  • Families can raise concerns via email or phone

  • All complaints are logged, reviewed, and addressed promptly

  • Escalation procedures are available if necessary

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