1. SCOPE / OBJECTIVES
1.1 The Refund Process applies to all staff handling refund of fees (approved by management) to students
1.2 The objective is to detail the steps in handling refund requests effectively and efficiently to ensure that:
Refund Policy and Refund procedure are communicated to all students (including prospective students
Computations of refund amount are communicated to students
Refund records are accurate and maintained up-to-date
Review the refund policy and procedure at least once a year for continual improvement.
2.1 The Manager, Student Support Services is the process owner and shall ensure that the process achieve the above mention objectives. In the absence of the Manager, Student Support Services, the Principal, Operations shall act as the process owner.
3.1 The Manager, Student Support Services (SSS) shall ensure that all staff are competent and follow the structured process in handling refund requests submitted by students and/or qualified refund under the Refund Policy.
3.2 Student support service staff handling the refund request shall compute the refund amount based on the Refund Policy.
3.3 Student support service staff shall obtain approval from management for the computed amount to be refunded to student.
3.4 The student support service staff shall inform and complete the refund amount (approved by Management) to students within 7 working days
3,5 The Student Support Services shall maintain up-to-date and accurate refund records (Refund File and Accounting system)
3.6 The Manager, Student Support Services shall review the refund policy and refund procedure at least once a year for continual improvement.
4.1 Refund Policy
Exerceo’s refund policy is as follows:
A. Refund for Withdrawal Due to Non-Delivery of Course
A.1 Exerceo will notify the Student within three (3) working days upon knowledge of any of the following:
It does not commence the Course on the Course Commencement Date;
It terminates the Course before the Course Commencement Date;
It does not complete the Course by the Course Completion Date;
It terminates the Course before the Course Completion Date;
It has not ensured that the Student meets the course entry or matriculation requirement as set by the organisation stated in Schedule A(of the student contract)within any stipulated timeline set by CPE; or
The Student’s Pass application is rejected by Immigration and Checkpoints Authority (ICA).
A.2 The student support service staff shall inform and refund student of any approved refund of the Course Fees and Miscellaneous Fees already paid within seven (7) working days of the above notice.
B.Refund for Withdrawal Due to Other Reasons
B.1 If the Student withdraws from the Course for any reason other than those stated in Clause 2.1 of the standard student contract version 3.1, Exerceo will, within seven (7) working days of receiving the Student’s written notice of withdrawal, refund to the Student an amount based on the table in Schedule D of that contract.
B.2 The said Schedule D reads as follows:
C.Refund During Cooling-Off Period
C.1 Exerceo will provide the Student with a cooling-off period of seven (7) working days after the date that the Student Contract has been signed by both parties.
C.2 The Student will be refunded the highest percentage (stated in Schedule D) of the fees already paid if the Student submits a written notice of withdrawal to Exerceo within the cooling-off period, regardless of whether the Student has started the course or not.
D.Conditions for Cancellation of Course and Refund
D.1 Exerceo reserves the right to cancel a course if the student number is less than 5 students in which case the refund policy above applies. Exerceo will inform students of the cancellation of the course not less than three (3) working days before the course commencement. In such a case, the application fee will also be refunded within seven (7) working days after the announcement of cancellation of the course.
E.1 The following are non-refundable:
However, in the circumstance where Exerceo has decided not to commence a course, the application fee will be refunded within seven (7) working days after the student is notified, unless the student takes up alternative study arrangements with Exerceo.
Miscellaneous Fees paid to Exerceo.
However, a refund will be made for the scenarios in ‘Refund for Withdrawal Due to Non-Delivery of Course’ above.
Third party charges e.g. Bank charge, FPS Insurance fee, ICA Student Pass application fee and Issuing Fee.
No refund of any fees if the student has committed an offence and is expelled by Exerceo after due process of investigation by a Disciplinary Committee set up by the Principal.
4.2 The time taken by Exerceo to process refund requests shall not be more than 7 working days from the student’s withdrawal/refund request for the issuing of refund.
4.3 Students are briefed on the Refund Policy during the pre-course counselling and also during the orientation.
4.4 Full details of the refund policy are also available on Exerceo’s website, in student contracts and the student handbook. The Manager, Student Support Services checks that the refund policy and procedure are correctly reflected in the website and other relevant documents.
4.5 The students shall acknowledge on the Pre-course Counselling Form and Orientation Checklist after the refund policy has been explained to them.
4.6 Exerceo’s refund procedure covers the following situations:
Immigration and Checkpoints Authority does not approve the student pass
Student changes his mind during the 7-day cooling off period
4.7 The procedure for student-initiated refunds (due to Student’s withdrawal / change of mind during the 7-day cooling-off period, etc) is as follows:
The student submits FRM-072 Refund Request Form requesting a refund with the reasons.
The Admin Officer submit this letter to the Manager, Student Support Services for processing.
The Manager, Student Support Services looks into the student’s eligibility for a refund. She calculates the amount of refund and then communicate with the student showing the breakdown of the refund. The student will then signs on the Refund Form as acknowledgement.
The Manager, Student Support Services presents the case to the Principal for approval.
Upon the Principal has approved, the Manager, Student Support Services informs the insurance company of the student’s withdrawal and refunds the money directly to students. Where possible (e.g. refunds in cash) the student signs the Refund Form confirming receipt of the refund.
4.8 The procedure for a school-initiated refund (due to Exerceo not starting a new class / ICA rejected the student pass, etc) is as follows:
The Principal / Management Team decide not to commence the course due to insufficient students (less than 5 students)
Upon receipt of written confirmation that the course will not commence or that the student pass application has not been successful, the Manager, Student Support Services calculates the amount of refund due to the student and obtains approval from the Principal to execute the refund.
Upon Principal approval, the Manager, Student Support Services informs the
insurance company (FPS) of the student’s withdrawal. Refunds the money directly to students. Where possible (e.g. refunds in cash) the student signs the Refund Form confirming receipt of his money.
4.9 Exerceo’s refund procedure is displays in its website and student handbook.
4.10 The Manager, Student Support Services keeps refund records in the Refund File.
4.11 The Manager, Student Support Services maintains a summary of all refund cases in the Refund File.