Student Policies

Kaplan Refund Policy

1. Maximum processing time of not more than 7 working days from request for issuing of refund

• If you wish to request for a refund, please inform Kaplan in writing with complete supporting documents where applicable.
• The outcome will be communicated to you within 7 working days from your refund request. If it is approved, you will be informed to collect the cheque, within 7 working days from the date of receipt of the request with the computation of the refund amount. You will have to acknowledge receipt of the cheque.
• If you have paid via cheque/Telegraphic Transfer/SAM and is seeking refund, the Finance team will advise upon clearing of the cheque/payment transfer before refund can be processed.

This will be clearly communicated via platforms mentioned in point 4.

2. Terms and conditions

2.1 Refund for Withdrawal Due to Non-Delivery of Course:

Kaplan will notify you 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 you meet the course entry or matriculation requirement as set by the organisation stated in Schedule A within any stipulated timeline set by CPE; or
• Your Student’s Pass application is rejected by Immigration and Checkpoints Authority (ICA).

You will be informed in writing of alternative study arrangements (if any), and also be entitled to a refund of the entire Course Fees and Miscellaneous Fees already paid should you decide to withdraw, within seven (7) working days of the above notice.

2.2 Refunds for Withdrawal Due to Other Reasons:

If you withdraw from the Course for any reason other than those stated above, Kaplan will, within seven (7) working days of receiving your written notice of withdrawal with complete documentations as required, refund to you an amount based on the table in Schedule D.

2.3 Refund During Cooling-Off Period:

Kaplan will provide you with a cooling-off period of seven (7) working days after the date that the contract has been signed by both parties. You will be refunded the highest percentage (stated in Schedule D) of the fees already paid if you submit a written notice of withdrawal to Kaplan within the cooling-off period, regardless of whether you have started the course or not

2.4 Refund Amount

Kaplan Higher Education Academy and Kaplan Higher Education Institute Programmes

Kaplan Financial Courses

The above conditions are clearly stated in the Standard Student Contract and via other communication platforms mentioned in point 4 below.

3. Non-refundable Fee

• KHEA & KHEI Programme Application Fee is non-refundable under any circumstances. The Programme Application Fee refers to the fee that you pay to Kaplan for the sole purpose of processing the application form submitted, so that Kaplan can check if you meet the programme admission requirements.
• KHEA International Student Administrative Fee is non-refundable after commencement of classes, except under the circumstance when your Student’s Pass application is rejected by the ICA. The fee includes application for the Kaplan student access card, Student’s Pass, Fee Protection Scheme and Medical Insurance. This fee is payable upon the approval of programme application by the respective approving institutions.
• KLI International Student Application Fee is non-refundable under any circumstances. This Fee is an administrative fee to cover the ICA assessment fee paid to process the Student’s Pass application.
• KLI Computer-based Examination Fee for Kaplan Financial courses is non-refundable save where there is a Non-Delivery of Course as described in 2.1 above. It is the fee you pay for the computer-based exam.

4. Platforms to communicate refund policy

The refund policy shall be clearly communicated to you via Kaplan’s website, standard student contract and student handbook as well as during welcome orientation. The refund policy shall be clearly explained to you, as a prospective or existing student. This is part of the Pre-Course Counselling process. You will also be made aware that you are required to abide by the refund policy clearly specified on the course application form and standard student contract. It is part of your contract execution process that the refund policy be explained to you.

5. Computation of refund amount

• If the refund request is approved, the Programme Management Team/Recruitment Team (for Instalment 1 only) will process the refund through the Finance Department. You will be informed of the computation of the refund amount in writing.
• If the refund request is rejected, the Programme Management Team/Recruitment Team (for Instalment 1 only) will inform you of the decision in writing.

1. Definitions for transfer, withdrawal and deferment

• Transfer – This policy applies when you change the course of your study but remain as a student of Kaplan. Discontinuing your study at one Kaplan entity and transferring to another would not be considered as a student transfer.
• Withdrawal – This policy applies when you discontinue your study and cease to be a student of Kaplan. This also applies if you change the study mode of the programme (from full-time KHEA to part-time KHEI or vice versa).
• Automatic Withdrawal – You are deemed to have withdrawn from the programme, if you fail to do ALL of the following:

i. Attend the classes, as evidenced by signing the attendance register and/or complying with other attendance tracking procedures, in a term or study period;

ii. Attempt any assessment items in a term or study period;

iii. Make any required payments within 60 days after the payment due date;

iv. Respond in writing to the email and/or letter sent by registered post to advise on your intention of continuing studies within 14 days after the date of the email/registered post.

• Deferment – This policy applies when you delay or postpone the course (or module) and remain a student of Kaplan.

2. Platforms to communicate transfer/withdrawal/deferment policy

The transfer, withdrawal and deferment policies shall be clearly communicated to you via Kaplan’s website and the student handbook. For university partner programmes, these requests are subject to the university policies and approval. For proprietary programmes, these requests are subject to Programme Manager/HOD’s approval.

You will be informed of the Transfer/Deferment Administrative Fees via the miscellaneous fee table in the Standard Student Contract and on Kaplan’s website. For withdrawal and deferment cases, you will need to pay outstanding fees (course fees, resit, remodule fees and miscellaneous fees), where applicable.

The course transfer, withdrawal and deferment policy shall be clearly explained to you, as a prospective or existing student.

3. Maximum processing time of not more than 4 weeks from the point of request to informing of outcome in writing

Kaplan will take no more than 4 weeks or within University’s timeline, where applicable, from the point of your request to informing you of the outcome in writing (letter or email). The procedure is developed with a clear timeline for every step so that it does not exceed 4 weeks or within University’s timeline.

If you wish to transfer, withdraw or defer, please inform Kaplan in writing (form, email or letter) and state the reason(s).  Verbal notice is not acceptable.

The Programme Management Team will inform you in writing within 3 working days from the date the outcome is available and follow up with the necessary arrangements.

During the process, you must continue with your current programme and stay in contact with the Programme Management Team. Failure to do so will be deemed as automatic withdrawal from the respective programme.

4. Conditions for granting a transfer or deferment application (with stated maximum deferment period)

The following are conditions for which a transfer and deferment application will be granted.

4.1 Transfer

• Transfers will only be allowed if you fulfil the academic and experience requirements (refer to Academic/University Policy) for the new programme.
• Your transfer from the current programme to another programme shall be considered as having withdrawn from the current programme and refund policy shall apply as per the Standard Student Contract.
• Unconsumed fees that are approved for a refund will be transferred to the new programme. You will need to pay the remaining balance of the course fees for the new programme.
• You may be eligible to apply for exemption if you wish to transfer to other programmes within Kaplan. Refer to Academic/University Policy for the exemption policy, process and procedure.
• You will not be able to receive any further exemptions unless approved by the University once your programme commences or receive further course fee deduction for your exemption, if any.
• Any transfer requests must be submitted before the respective term commencement. Submissions after term start date will apply to the next term instead of the current term.
• When transferred to the new programme, the tenure remains, ie. maximum period to complete programme is according to original programme start date.

• Transfer of Classes (Applicable to KLI only)
• Transferring to Same Module (ACCA/FIA)
• Before the commencement of class, transfers are free of charge, subject to seat availability.
• After the commencement of class, an administrative fee of S$20 will be imposed on each permanent transfer of class for the same module conducted by the same lecturer.
• KLI does not encourage transfers to classes conducted by another lecturer. However, if you have a valid reason to do so, an administrative fee of S$100 is payable.
• Transferring to Different Module
• There will be no refunds for transferring to a lower-value module.
• You will need to pay the difference in course fee when transferring to a higher-value module.
• You will need to pay an administrative fee of S$100 when transferring to a same-value module, regardless of whether it is conducted by same lecturer.
• Transferring to Different Level (PEF)
• You can transfer to a higher or lower level course upon the approval from KLI Executive Director.

4.2 Deferment

• You are permitted to defer based on the following grounds:

1. Poor academic performance as advised by the Academic Board/University. Refer to Academic Policy/University Policy.
2. Illness supported by a medical certificate from a recognised clinic/hospital.

iii.   Compassionate or compelling circumstances beyond your control such as bereavement or declared natural disaster, bankruptcy and overseas work commitment.

• The requests of deferment are not granted automatically unless approved by the Academic Board/University and approval of deferment does not guarantee the relevant programme/module(s) to be run upon your return. Refer to Academic Policy/University Policy.
• The maximum deferment period for proprietary programmes is 6 months. You may apply for an extension if deferment of more than 6 months is needed, and are able to complete your study within the programme tenure. This is subject to PM HOD’s approval or nominated delegate. For university partner programmes, it is subject to the universities’ policies. Failing to report back to the Programme Management Team after the deferment period shall be deemed as *Automatic Withdrawal.

*Automatic Withdrawal may not apply to some university programmes.

5. Informing Immigration & Checkpoints Authority of Singapore (ICA) of any change of the status of the Student’s Pass (STP), if applicable

For international students, Kaplan will inform ICA of any change in your status that may affect the Student’s Pass issued.

Recruitment teams and Programme Management shall clearly explain to you, the implication of the status of the Student’s Pass if you withdraw from the school or are forced to withdraw from the school (e.g. caught for breaking Singapore’s law).

If you apply for more than 3 months deferment or transfer, you are required to cancel the Student’s Pass. For deferment, Student’s Pass needs to be reapplied upon return; for transfer, the Student’s Pass under the new programme will need to be applied.  In both cases, it is subject to ICA’s approval. Charges will be imposed by ICA and Kaplan for re-application/new application of Student’s Pass

The Enrolment Office and Foundation PM team will ensure that ICA is informed of any change of Student Pass status.

6. New contract signing or issuing addendum to existing contract upon approved course deferment or transfer request

The signing of a new student contract is part of the process upon the approval of a course deferment or transfer request. You will sign a new contract when the transfer and resumption request has been approved.  Course fees of the new programme will apply.  For deferment cases, you will only sign a new contract when you report back to resume studies and are subject to the course fees of the new intake.

7. Obtaining parent’s/legal guardian’s written consent if under 18 years of age

If you are under 18 years of age, you must obtain your parent’s/legal guardian’s written consent via email or a request form.

A dispute or grievance may arise from any aspect of a student’s educational experience at Kaplan Singapore. This may be in different areas of academic, administrative or customer service.

Policy

Kaplan Singapore ensures that all feedback will be acknowledged by the next working day. We target to resolve all complaints in 7 working days.

In the event that the student and Kaplan Singapore are unable to resolve a dispute or grievance amicably after going through the procedure below, either party may approach CPE’s Student Services Centre (SSC) for help. SSC will review the issue and may refer the dispute to CPE Mediation – Arbitration Scheme.

If the dispute is not resolved through mediation at Singapore Mediation Centre, the dispute will be referred for arbitration by an arbitrator appointed by the Singapore Institute of Arbitrators. More information can be found on http://www.ssg.gov.sg/cpe/student-services/dispute-resolution.html

Procedure

1. In the event of a dispute or grievance, students are encouraged to approach their respective Kaplan contact staff during office hours to resolve the issue, typically Programme Management (PM).
2. Students can also email their respective PM. The contacts for the Heads of Department can be found below. The official email address for feedback is feedback.sg@kaplan.com. Feedback sent to this address would be routed to the appropriate departments who will respond to you accordingly. Kaplan Singapore targets to resolve all complaints in 7 working days.

Bad Financial Standing (BFS) is imposed if students have any outstanding fee or charges. When it occurs, BFS is automatically applied to the student’s record. If the student is in BFS, they will not be able to enrol for classes/examinations, will be discontinued access to LMS and self-services (e.g. Kaplan 360 app), and be refused eligibility for graduation and provision of final results/academic transcript.

If students discontinue their unit/module enrolment, unit/module re-enrolment and/or re-admission will be refused until the outstanding balance, including late charges, have been paid in full. The PM Director may terminate a student’s enrolment during the teaching period, on the grounds that the student has not paid the outstanding balance of fees or charges. A student whose enrolment has been terminated may be reinstated if the student pays in full the total outstanding fees and charges due.

We treat all information provided by students with the strictest confidentiality and in accordance with the Kaplan Privacy Policy, which can be found on https://kaplan.constructdigital.net/about/privacy-policy/. During the course of your study, you may wish to edit your personal information, and this can be done via the Kaplan 360 app.