1. Introduction
1.1. The fee recovery and refund policy has been developed to provide clarity on the Academy’s position on the recovery of fees, the measures taken to recover fees, and the limited circumstances in which refunds of fees will be considered.
2. Scope
2.1. The fee recovery and refund policy applies to all fees.
3. Aims of the Policy
- To enable staff and learners to understand the limited circumstances where a refund of fees paid, or cancellation of fees due will be considered;
- To ensure that policies in relation to fee recovery and refunds are applied consistently across the Academy;
- To provide clarity on the calculation of any refunds due;
- To provide clarity on Academy policy on the recovery of fees due.
4. Cancellation – Online and Telephone Enrolments
4.1. For enrolments that are wholly completed on-line or via telephone the distance selling regulations apply. The Academy complies in full with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and will provide a full refund of any fees paid if a cancellation is received within fourteen days of the initial enrolment, and before the course has started.
4.2. In circumstances where the course starts within the fourteen day cancellation period, the refund given will be adjusted to reflect the proportion of the course delivered at the point of cancellation.
4.3. Once the fourteen-day cancellation period has elapsed the Academy standard refund and fee recovery policies as set out in sections 5 to 7 below shall apply.
5. Refunds
5.1. Withdrawal:
5.1.1. Learners who withdraw from a course in advance of the course start date are entitled to a full refund, less an administration fee.
5.1.2. Learners who withdraw from a course within the first two teaching weeks of the start date of the course will be entitled to a refund for the course fee paid less the administration charges
5.1.3. Learners who withdraw from a course after two weeks following the start date of the course, will not be entitled to any refund, and any fees outstanding will remain payable.
5.1.4. Learners who withdraw from a short course (duration of course 1 term or less) will not be entitled to any refund.
5.1.5. All withdrawals should be notified in writing to Admin. The effective date for calculation of any refund is the date of receipt by the Academy.
5.2. Materials and Kits:
5.2.1. Refunds will not be given for materials or kits (e.g. hairdressing) purchased as a requirement for the course. In the event of withdrawal from the course all outstanding kit fees remain due.
5.3. Course cancellation:
5.3.1. If the Academy cancels a course, or the course does not start due to a lack of support, every effort will be made to offer an alternative. If no suitable alternative is available, a full refund will be given.
5.4. Course rescheduling:
5.4.1. If the Academy reschedules a course for a different time or day and this is not convenient for the learner, a full refund will be given. No refund will be given for change of site.
5.5. Requests for credits or refunds relating to illness: 56
5.5.1. If a learner becomes ill during the period of a course they may apply for a refund if the condition is permanent and prevents them from continuing. If the condition is temporary then they may apply for a credit which will permit them to re- enrol at a later date (credits are valid for 2 years). The refund or credit will be calculated on a pro-rata basis from the date of the last class attended. Exam fees are not refundable. Medical evidence will be required in the form of a doctor’s note or equivalent.
5.5.2. Under no circumstances can a credit be converted to a refund.
5.6. Requests for refunds relating to general absence:
5.6.1. The Academy is unable to make refunds for absence due to changes in work commitments, personal or financial circumstances or any other reasons for not being able to attend the course. Any outstanding fees in these circumstances will remain payable.
5.7. Requests for refunds relating to withdrawal at Academy discretion:
5.7.1. Where failure by a learner to adhere to Academy policies (e.g. attendance, behaviour, health and safety, discipline etc.) results in the withdrawal of a learner by the Academy, no refund will be given and any fees outstanding in these circumstances remain payable.
5.8. Refunds for Sponsored Learners:
5.8.1. A sponsor of a learner at the Academy (for instance an employer paying for an employee) may apply for a refund if the above
5.8.2. criteria are met. However, if a sponsor/ learner arrangement ceases, or the learner withdraws from their course of learning, fees will be due and no refunds will be given. Where a learner is sponsored on their course, a refund, if applicable will only be made to the sponsor.
5.9. Requests for refunds due to quality issues:
5.9.1. If a learner is dissatisfied with the course and the tutor/Curriculum Manager cannot resolve the issues then a complaint should be submitted, in accordance with the Academy’s Complaints Procedure (available on the Academy website or from the Operations manager (complaints@cpba.co.uk). The Academy must be given an opportunity to address any issues that have arisen, however a refund will be issued if considered appropriate and at the sole discretion of the Academy.
5.10. Overseas Learners
5.10.1. Visa refusal: In a case where a prospective learner is refused a learner visa, the Academy will refund all fees paid less a £250.00 administration fee. However, in such an event, no refund will be made unless the Academy has received all original copies of the Academy letters of enrolment plus an original copy of refusal from the appropriate immigration authority.
5.10.2. No refund is permitted or shall be made if a learner enters the UK on a learner visa obtained on the basis of the Academy’s letters of acceptance and enrolment.
5.10.3. No refund is permitted or shall be made when a learner decides to leave the Academy for whatever reason after an extension of a learner visa has been gained through Academy facilitation.
5.11. Refund Procedure:
5.11.1. If the above criteria for a refund have been met, please complete a refund request form and return to the Admindepartment with all relevant paperwork. Please note that refunds may take up to 4 weeks to process.
6. Fees and Loan Funding
6.1. Where a learner has applied for loan funding to cover the cost of tuition fees (e.g. for Higher Education or 24+ Advanced Learning Loans payable by Learner Finance England), payment of tuition fees may be deferred while the loan is processed.
6.2. In the event that the loan application is not successful, the full amount of outstanding fees will become due, and the standard Academy payment options will be available.
6.3. In the event that learner loan funding received by the Academy is insufficient to meet the balance of outstanding fees (e.g. where loan payments cease following withdrawal, or the full amount of the fee is not covered by the loan), the full amount of remaining fees will become due.
7. Recovery of Fees
7.1. The recovery of fees is fundamental in ensuring the future viability of the Academy, and course provision. As such the Academy will take all reasonable measures to recover all outstanding fees due.
7.2. In the event that fees are not paid within agreed timescales or instalment plans, the Academy will first send a written reminder. Learners in financial difficulty should contact the Operations Manager at the earliest opportunity to make alternative arrangements.
7.3. The Academy reserves the right to make use of debt recovery specialists to support the recovery of outstanding fees, and to include the reasonable costs of recovery as part of the overall debt.
7.4. Where necessary the Academy will undertake recovery procedures through the civil courts.
This policy will be reviewed annually.