WAYFARING WINE AND SPIRIT CO. POLICIES AND PROCEDURES
Y'all. A word.
It's a LOT of fine print.
In a nutshell, the following scroll of microscopic legal-speak asks you (and me) to, kindly:
Treat others how you would like to be treated. Hold space. Don't cheat. Be kind. Be accountable. Flexibility is the key. Use your judgement.
Feel free to EMAIL direct if you would like like me to send the very pretty pdf file if you are keen on doing a deep dive into any or all of the Wayfaring Wine & Spirit Co. Policies and Procedures. Or, if it's something more specific, just ask.
LIST OF WAYFARING WINE & SPIRIT CO. POLICIES and PROCEDURES
1. Conflict of Interest Policy
2. Reasonable Adjustments Policy
3. Special Considerations Policy
4. Malpractice and Maladministration Policy
5. Privacy and Data Protection Policy
6. Diversity and Equity Policy
7. Complaints Policy
8. Cancellation and Refund Policy
Contact Information
If you have any questions or concerns about any Wayfaring Wine & Spirit Co. Policies and Procedures, please feel free to submit any questions
here or by
emailing direct.
List of Policies and Procedures Last Updated: 27-08-2024
Wayfaring Wine & Spirit Co. CONFLICT OF INTEREST POLICY
As an APP Wayfaring Wine & Spirit Co. is required to identify to WSET and assist in managing or monitoring actual, potential, and perceived conflicts of interest involving both APP staff and students.
This policy complements WSET’s conflicts of interest policy and works to safeguard the integrity of WSET qualifications and promote confidence in WSET and Wayfaring Wine & Spirit Co. processes and procedures.
This policy applies to all Wayfaring Wine & Spirit Co. staff and students and to any individual acting on behalf of Wayfaring Wine & Spirit Co.
A Conflict of Interest exists where an individual has interests or loyalties that could adversely influence their judgement, objectivity, or loyalty to WSET or Wayfaring Wine & Spirit Co. when conducting activities associated with WSET qualifications
Examples of Conflicts of Interest include:
· The assessment of candidates by an individual who has a personal interest in the result of the assessment for any or all individuals concerned;
· The 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 undertaking of a WSET qualification by any individual employed by an APP;
· The invigilation of a WSET assessment by any individual involved in the delivery of training leading to the assessment;
· The coaching of candidates by any individual involved in the assessment of candidate scripts;
· The employment by an APP of individuals engaged in the delivery of taught programmes or in the role of Internal Assessor in another APP;
· The investigation of a non-compliance incident by someone who is unable to act impartially.
Some of these Conflicts of Interest are manageable and therefore acceptable. For example, if family member of one of Wayfaring Wine & Spirit Co. educators or APP staff takes a qualification and exam through Wayfaring Wine & Spirit Co., or when an employee of Wayfaring Wine & Spirit Co., or of the WSET, takes a WSET qualification through Wayfaring Wine & Spirit Co., we can notify WSET in advance and work with them to put in place measures to maintain the integrity of the exam.
Some Conflicts of Interest are not manageable and are not acceptable. For example, no mitigation efforts overcome the conflict created when an individual when a single individual serves as the educator and exam officer of an exam for a family member where an external invigilator is not available.
Any staff member or student of Wayfaring Wine & Spirit Co. who becomes aware of a Conflict of Interest must inform Erin Turcke at erin@wayfaringwinespirit.com as soon as possible. Erin Turcke will inform the WSET of the possible conflict of interest and will work with WSET to put any protective or mitigating measures in place to manage the conflict on a case-by-case basis. If WSET and Wayfaring Wine & Spirit Co. determine the conflict is not manageable, Erin Turcke will inform any impacted APP staff or students.
Please note that the failure to declare a conflict of interest may have consequences for the student or Wayfaring Wine & Spirit Co. because we are required to report conflicts to WSET.
Wayfaring Wine & Spirit Co. REASONABLE ADJUSTMENT POLICY
Both WSET and Wayfaring Wine & Spirit Co. want to make WSET assessments accessible for all students, so none are at an advantage or disadvantage based on a disability or differing ability. This policy and the reasonable adjustment process allows Wayfaring Wine & Spirit Co. to work with you, our student, before an assessment to gather the information we need to submit a request to WSET and work with them to make arrangements that give students access to WSET qualifications.
A reasonable adjustment is any accommodation or arrangement that helps to reduce the effect of a known disability or difficulty that substantially disadvantages a student’s assessment. Using a reasonable adjustment does not impact how WSET grades your exam, or your result, but WSET cannot agree to reasonable adjustments where your particular difficulty directly affects performance necessary to complete the assessment outcomes (e.g. inability to smell or taste for a Level 3 Exam). The goal of a reasonable adjustment is to give you equal access to a WSET qualification, not to give unfair advantages over other students who take an assessment without the same adjustment, or to affect the overall reliability of the assessment outcomes that are explained in the course Specification.
Examples of reasonable adjustments may be:
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;
Re-organising the assessment room, such as removal of visual stimuli for an autistic candidate.
Wayfaring Wine & Spirit Co. will gather the information we need from you to submit a Reasonable Adjustment Application form to WSET. WSET must approve and arrange reasonable adjustments before the assessment activity takes place. Before completing enrolment with Wayfaring Wine & Spirit Co., we will give all students access to this policy and the chance to identify any special needs that could require a reasonable adjustment. If a student identifies a special need, Wayfaring Wine & Spirit Co. will give the student the Reasonable Adjustment Application Form as soon as possible and work with the student to gather the necessary information.
For any student seeking a reasonable adjustment, please contact Erin Turcke at erin@wayfaringwinespirit.com with:
-your full name
-contact information
-description of the special need, disability or differing ability that requires an adjustment
-supporting documentation.
You must submit this information at least 30 days before the exam date for Levels 1-3 qualifications. The information you submit will be shared with WSET and will be handled under WSET’s Privacy and Data Protection Policy.
Wayfaring Wine & Spirit Co. will keep records of all reasonable adjustment applications.
Wayfaring Wine & Spirit Co. SPECIAL CONSIDERATION POLICY
Special consideration is any adjustment given to a student who has temporarily experienced an illness or injury, or other event outside of their control at the time of the exam that significantly affects their ability to take the exam or their ability to show their knowledge and understanding in the assessment. Special consideration is only for things that happen immediately before or during an exam that have a material impact on your, the student’s, ability to take the exam or on your performance. To be eligible for special consideration, you must have completed the whole course and would have been fully prepared if not for the temporary illness, injury or other uncontrollable event. A special consideration may be for an individual (e.g. a student becomes ill the day of the exam) or a group of students (e.g. an exam is interrupted by a natural disaster).
You may be eligible for special consideration if:
Your performance on the exam is adversely affected by an event outside of your control. This may include temporary illness, temporary injury, bereavement or exam room conditions
Reasonable adjustments which were agreed in advance of the exam proved inappropriate or inadequate
The application of special consideration would not make a passing result and certificate misleading about the student’s ability to satisfy the qualification’s assessment criteria
Applying for special consideration
If you have taken an exam, or your exam is immediately approaching, and you feel that you have a temporary injury or illness, or other uncontrollable event that has interfered with your ability to complete your exam, please contact Erin Turcke at erin@wayfaringwinespirit.com as soon as possible. Wayfaring Wine & Spirit Co. will provide you with a Special Consideration Application Form, which must be completed and returned with supporting documentation within 5 working days after the effected exam. The information you submit will be shared with WSET and will be handled under WSET’s Privacy and Data Protection Policy.
If there has been serious disruption during an exam affecting a group of students, Wayfaring Wine & Spirit Co. will submit a detailed report of the circumstances and candidates affected to WSET to request a special consideration.
Wayfaring Wine & Spirit Co. will keep records of all applications for special consideration.
Wayfaring Wine & Spirit Co. MALPRACTICE AND MALADMINISTRATION POLICY
Both Wayfaring Wine & Spirit Co. and WSET have policies and procedures in place to protect WSET students and safeguard the integrity of WSET qualifications. Wayfaring Wine & Spirit Co. ensures compliance with Wayfaring Wine & Spirit Co. and WSET’s policies through this Malpractice and Maladministration Policy, which gives a framework for both us and you to identify, report and manage potential malpractice or maladministration.
Non-compliance with Wayfaring Wine & Spirit Co. or WSET Policies and Procedures can fall into two distinct, but related, categories:
1. Maladministration, where the non-compliance is generally unintentional, or the result of mistakes, carelessness, inexperience, or poor processes; and
2. Malpractice where the non-compliance is intentional or the result of a negligent or reckless action without consideration of the consequences of the action.
Context is important and the line between maladministration or malpractice is not always clear: for example, maladministration incidents may become malpractice (e.g. if you fail to implement corrective measures, repeat the same or similar incident, or attempt to misrepresent or hide information during an investigation); or there may be mitigating factors that turn potential malpractice into maladministration. Though malpractice and maladministration are distinct concepts, they can shade into one another. Malpractice and maladministration are always case, context and fact specific. Both APPs and students can commit malpractice and maladministration.
There are many ways that malpractice or maladministration could occur, including new ways we have not seen yet. But some examples of malpractice or maladministration include:
For APPs:
Ø Failure to adhere to WSET Policies and Procedures;
Ø Failure to follow WSET requirements for course delivery or exam regulations;
Ø Failure to follow WSET’s candidate registration and certification procedures;
Ø Late student registrations;
Ø Fraudulent claim for certificates/fraudulent use of certificates/reproduction or forgery of certificates;
Ø Withholding critical information from WSET quality assurance;
Ø Insecure storage of exam materials;
Ø Revealing or sharing confidential exam materials with candidates ahead of an exam;
Ø Intentional attempts to manipulate exam results so that they do not reflect the candidate’s actual exam performance; Ø Issue of incorrect exam results/failure to issue results to students in a timely manner;
Ø Failure to timely respond to WSET;
Ø Unathorised reading/amendment/copying/distribution of exam papers;
Ø Failure to report changes in APP ownership/personnel/location/facilities;
Ø Denying WSET access to information, documentation, workforce, facilities;
Ø Failure to return exam papers within the specified timeframe or to follow delivery and tracking regulations; Ø Infringements of WSET copyright, trademarks, intellectual property rights and brand identity;
Ø Use of unqualified and/or unregistered educators or internal assessors;
Ø Breach of confidentiality
Ø Misleading advertising/publicity;
Ø Any action likely to lead to an adverse effect.
Ø Failure to disclose a Conflict of Interest;
For students:
Ø Cheating, or facilitating cheating, including the use of unauthorised devices or materials; Ø Disruptive behaviour in an exam;
Ø Plagiarism of any nature by students;
Ø Impersonation (including forgery of signatures); Ø Unauthorised reading/amendment/copying/distribution of exam papers; Ø Any action likely to lead to an adverse effect;
Ø Breach of confidentiality.
In general, we also expect that both Wayfaring Wine & Spirit Co. staff and our students should treat others and be treated professionally and respectfully at all times. We will treat inappropriate behaviour including verbal or physical abuse, persistent or unrealistic demands, or threats that cause stress to staff as misconduct and may report student misconduct to WSET as necessary.
Reporting and Investigation of Malpractice or Maladministration
As an APP, we aim to ensure compliance with WSET Policies and
Wayfaring Wine & Spirit Co.
policies and will keep records of potential or actual malpractice or maladministration by you, our students, or our staff.
We are required to notify WSET immediately of any non-compliance issues that could be malpractice or maladministration, so that WSET can investigate the non-compliance under their own Malpractice and Maladministration Policy.
We ask that you also raise any concerns or non-compliance issues that may be malpractice or maladministration with Wayfaring Wine & Spirit Co. as soon as possible by following the process outlined in our Complaints Policy.
During WSET’s investigation, they may reach out to Wayfaring Wine & Spirit Co. or to you directly to request further information or conduct an interview. Please respond to any requests promptly and honestly.
Managing Non-Compliance
If WSET identifies malpractice or maladministration, they will consider its impact and may apply sanctions. WSET will take all reasonable steps to ensure the sanctions do not disadvantage uninvolved students affected by malpractice or maladministration. However, in some cases, they may need to disallow or withhold results and/or certificates.
WSET will consider all relevant information on a case-by-case basis, balancing the facts with potential or actual effects, and against the seriousness of the sanctions against those effects. WSET records all malpractice and maladministration incidents for both APPs and students. If WSET determines that a student has committed malpractice or maladministration, they may apply one or any of the following sanctions:
Sanctions Applicable to Students/Candidates
Sanction
Description
Written Warning
The student is issued with a written warning that if the offence is repeated within a set period of time then further specified sanctions will be applied.
Exam Result Declared Null and Void
A student’s exam result is disallowed. This may include invalidation and recall of a certificate already issued.
Disqualification from a Qualification
The student is disqualified from participating in the concerned qualification with immediate effect and further excluded from participating in any further WSET qualifications for a period of 12 months. This includes access to WSET materials.
Student Disqualification
The learner is disqualified from participating in any courses or assessments leading to WSET qualifications. This includes access to WSET materials.
Disqualification from use of WSET certified logos and postnominals
Actions bringing WSET into disrepute may result in the student or graduate being barred from use of WSET postnominals and WSET certified logos.
Appeals
If you wish to appeal penalties or sanctions WSET has imposed due to Malpractice or Maladministration, please follow the procedures laid out in WSET’s Complaints Policy.
Wayfaring Wine & Spirit Co. PRIVACY AND DATA PROTECTION POLICY
Wayfaring Wine & Spirit Co. is committed to protecting the privacy and personal data of our clients, users, and affiliated partners. This Data Privacy and Protection Policy outlines how we collect, use, disclose, and safeguard your personal information in compliance with applicable data protection laws.
This policy applies to all personal data processed by Wayfaring Wine & Spirit Co., including data collected through our websites, third party registration forms, and interactions with our clients, users, and affiliated partners. It covers both automated and manual data processing activities.
As an Approved Program Provider of the Wine Spirit & Education Trust (WSET), relevant data will be shared via Wayfaring Wine & Spirit Co. and handled in accordance with the WSET Privacy Policy
Types of Data Collected
We collect various types of personal data, including but not limited to:
Personal Identification Information: Name, date of birth, gender and contact details (postal address, telephone number, email address)
Financial Information: Credit card information is processed in conjunction with credit card processing companies for billing purposes
Technical Information: Cookies and similar tracking technologies
Usage Data: Information about how you use our services, products, and websites.
Methods of Collection
Personal data may be collected in the following ways:
Directly from individuals through forms, surveys, or other direct interactions.
Automatically when you use our services, products, or websites.
From third-party sources (service providers) for course registration, other purchases, and billing.
Purpose of Data Processing. We process personal data for the following purposes:
Service Delivery: To provide and manage our products, services, and customer relationships.
Legal Compliance: To comply with legal obligations, including financial reporting and regulatory requirements.
Marketing and Communications: To send promotional materials, updates, and other communications related to our products and services, subject to your preferences and legal requirements.
Security: To ensure the security of our systems, detect and prevent fraud, and protect our assets.
Improvement of Services: To analyze and improve our services, products, and user experience.
Legal Basis for Processing. We process personal data based on one or more of the following legal bases:
Consent: Where you have provided explicit consent for specific purposes.
Contractual Necessity: Where data processing is necessary to fulfill a contract with you.
Legal Obligation: Where processing is required to comply with legal obligations.
Legitimate Interests: Where processing is necessary for our legitimate business interests, provided these interests do not override your rights and freedoms.
Data Sharing and Disclosure
We do not sell, rent, or trade your personal data. However, we may share your personal data with:
Service Providers: Third-party vendors and service providers who perform services on our behalf, such as payment processing, data analysis, email delivery, hosting services, and customer service.
Affiliates: WSET is an affiliated company that requires data sharing and disclosure with Wayfaring Wine & Spirit Co. for purposes consistent with this policy.
Legal Authorities: Government authorities, regulators, or other third parties if required by law or to protect our legal rights.
Business Transfers: In the event of a merger, acquisition, or sale of assets, your personal data may be transferred as part of the transaction.
Data Security
Wayfaring Wine & Spirit Co. implements appropriate technical and organizational measures to protect personal data against unauthorized access, alteration, disclosure, or destruction. These measures include encryption, access controls, and regular security assessments.
Data Retention
We retain personal data only for as long as necessary to fulfill the purposes for which it was collected or as required by applicable laws. Once the retention period expires, Wayfaring Wine & Spirit Co. will securely delete or anonymize the data.
Your Rights
You have the following rights regarding your personal data:
Access: The right to request access to the personal data we hold about you.
Rectification: The right to request correction of inaccurate or incomplete data.
Erasure: The right to request the deletion of your personal data under certain conditions.
Restriction: The right to request restriction of processing in certain circumstances.
Data Portability: The right to receive your personal data in a structured, commonly used, and machine-readable format.
Withdraw Consent: The right to withdraw consent at any time, where processing is based on consent.
To exercise these rights, please contact: Wayfaring Wine & Spirit Co. erin@wayfaringwinespirit.com
International Data Transfers
We may transfer personal data to countries outside the Americas. In such cases, we ensure that appropriate safeguards are in place, such as standard contractual clauses or other legal mechanisms, to protect your personal data.
Cookies and Tracking Technologies
We use cookies and similar tracking technologies to collect information about your use of our websites and services. You can manage your cookie preferences through your browser settings or our cookie consent tool.
Changes to This Policy
We may update this policy from time to time to reflect changes in our practices, legal requirements, or operational needs. We will notify you of any significant changes by posting the updated policy on our website and, where appropriate, by other means.
Wayfaring Wine & Spirit Co. DIVERSITY AND EQUALITY POLICY
Wayfaring Wine & Spirit Co. is committed to fostering a culture of diversity, equality, and inclusion. We believe that a diverse workforce, inclusive environment, and equitable practices are essential to our success and reflect our values of respect, integrity, and fairness. This policy outlines our commitment to promoting diversity and equality in all aspects of our business operations.
This policy applies to all employees and applicants of Wayfaring Wine & Spirit Co., regardless of their location. It also extends to all aspects of our business, including recruitment, training, promotion, and the way we conduct our business with clients, suppliers, and the community.
Our Commitment
At Wayfaring Wine & Spirit Co., we are committed to:
Diversity: Valuing the unique backgrounds, experiences, and perspectives of every individual, and recognizing that diversity enriches our organization and drives innovation.
Equality: Ensuring that all individuals have equal opportunities and are treated fairly and with respect, regardless of race, ethnicity, gender, age, disability, sexual orientation, religion, cultural background, or any other characteristic protected by law.
Inclusion: Creating an environment where all clients feel welcomed, valued, and supported, and where everyone can contribute to their fullest potential.
Preventing Discrimination, Harassment, and Bullying
We are dedicated to maintaining an environment free from discrimination, harassment, and bullying. This includes:
Zero Tolerance: Enforcing a zero-tolerance policy toward any form of discrimination, harassment, or bullying based on race, gender, age, disability, sexual orientation, religion, or any other protected characteristic.
Reporting Mechanisms: Providing clear and accessible reporting mechanisms for clients to raise concerns or complaints about discrimination, harassment, or bullying without fear of retaliation.
Investigation and Resolution: Conducting prompt and thorough investigations of all complaints and taking appropriate disciplinary action against those found to have violated this policy.
· Feedback Mechanisms: Encourage and act upon feedback from clients regarding our diversity and equality efforts.
Review of Policy
This Diversity and Equality Policy will be reviewed annually, or more frequently, if necessary, to ensure it remains relevant and effective. Updates will be made as needed to reflect changes in the law, best practices, or organizational priorities.
Wayfaring Wine & Spirit Co. COMPLAINTS POLICY
Wayfaring Wine & Spirit Co. is committed to providing a professional and high-quality products and services to all clients. We recognize that, on occasion, there may be concerns or dissatisfaction with our services, products, or conduct. This Complaints Policy outlines our procedures for handling complaints in a fair, timely, and transparent manner.
This policy applies to all complaints received by Wayfaring Wine & Spirit Co. from customers, clients, suppliers, and other stakeholders regarding any aspect of our business operations, products, or services.
Purpose
The purpose of this policy is to:
Provide a clear process for customers, clients, suppliers and other stakeholders to raise complaints.
Ensure that complaints are handled efficiently, fairly, and consistently.
Foster continuous improvement by using complaints as an opportunity to enhance our services, products, and operations.
Definition of a Complaint
A complaint is defined as any expression of dissatisfaction, whether written or verbal, about the quality of our products, services, policies, procedures, or conduct by Wayfaring Wine & Spirit Co. representatives.
How to Make a Complaint
Verbal Complaints
Complaints can be made verbally in person or by phone. To make a verbal complaint:
Contact Wayfaring Wine & Spirit Co. at 1-902-385-6977
Provide a clear and detailed explanation of your concern.
Wayfaring Wine & Spirit Co. will document your complaint and provide you with a reference number for follow-up.
Written Complaints
Complaints can also be submitted in writing via email, post, or through our online complaint form. To make a written complaint:
Email us at erin@wayfaringwinespirit.com
Send a letter to Wayfaring Wine & Spirit Co. 11719 Northside Rd, Souris PE, C0A2B0
Submit a complaint through our website at www.wayfaringwinespirit.com using the complaint form.
When submitting a written complaint, please include:
Your name and contact information.
A detailed description of your complaint, including relevant dates, times, and any supporting documentation.
Details of any previous enquiries in reference to the current complaint
The outcome you are seeking.
Complaint Handling Process
Acknowledgment
We will acknowledge receipt of your complaint within 2 working days of receiving it, either verbally or in writing.
You will be provided with a reference number of your complaint.
Investigation
The complaint will be thoroughly investigated by Wayfaring Wine & Spirit Co.
We may contact you for further information or clarification during the investigation process.
The investigation will be conducted in a manner that is objective, impartial, and fair to all parties involved.
Resolution
We aim to resolve all complaints within 10 working days of acknowledgment. If a longer period is required, we will keep you informed of the progress and the expected timeframe for resolution.
Once the investigation is complete, we will communicate the outcome to you, including any actions we will take to address the issue.
Escalation
If you are not satisfied with the resolution provided, you may request that the complaint be escalated to WSET at QA@wsetglobal.com
Confidentiality
All complaints will be handled in a confidential manner. Personal information related to the complaint will only be shared with those who need to know in order to investigate and resolve the matter. We will comply with all relevant data protection laws in handling your personal information.
Continuous Improvement
We view complaints as valuable feedback that can help us improve our products, services, and customer experience. We will:
Regularly review and analyze complaints to identify patterns and areas for improvement.
Implement changes and improvements based on the insights gained from complaints.
Provide training to our staff on effective complaint handling and customer service.
Monitoring and Review
This policy will be regularly reviewed and updated as necessary to ensure it remains effective and in line with best practices. Any changes to this policy will be communicated to all relevant parties.
Wayfaring Wine & Spirit Co. CANCELLATION AND REFUND POLICY
At Wayfaring Wine & Spirit Co., we strive to provide the best products and services to our customers. We understand that sometimes circumstances change, requiring a cancellation on behalf of Wayfaring Wine & Spirit Co., a cancellation on behalf of the client, or requesting a refund. This Cancellation and Refund Policy outlines the terms and conditions for cancellations, returns, and refunds for our products and services.
WSET Course Cancellations by Wayfaring Wine & Spirit Co.
Wayfaring Wine & Spirit Co. reserves the right to cancel any order under the following circumstances:
If the product or service is no longer available.
Adverse weather or government-mandated closures*
If the minimum number of registrations to run a course is not met**
In the event of a cancellation by Wayfaring Wine & Spirit Co., you will be notified promptly, and any payments made will be refunded in full within 30 days after the advisement of the cancellation
*In the event of a cancellation of a portion of a course by Wayfaring Wine & Spirit Co. candidates will receive a refund totalling the amount relevant to unused course dates impacted by unforeseen government-mandated closures
**Wayfaring Wine & Spirit Co. is entitled to cancel a course if the minimum number of registrations to run a course is not met as long as candidates are informed no less than 14 days before the stated course start date.
Refund Policy
Refund Eligibility
· Candidates are eligible for tuition refund if request for cancellation/refund is made no less than 14 days before the stated course start date
· Candidates are eligible for tuition refund in the event that Wayfaring Wine & Spirit Co. cancels a course and informs students no less than 14 days before the stated course date
· All other payments are non-refundable
Refund Method
All refunds will be processed using the original payment method. If you paid by credit card, the refund will be credited to the same card. If you paid by another method, we will arrange for a refund through the appropriate channel.
Refund Processing Time
Refunds will be processed within 5 working days of approving your cancellation or return. Please note that it may take additional time for the refund to appear on your bank or credit card statement, depending on your financial institution.