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Categorized: Student Services
Responsible Office: Chief Learning Officer
Subject: Cancellation and Refund Policy and Procedure
Related Policies: Cancellation and Refund Policy and Procedure
Effective Date: 10/01/2018
Last Reviewed Date: 06/15/2020
This procedure applies to any informal or formal application that is made for cancellation and refund or an application for Special Consideration.
If a student wishes to terminate their studies before the completion of the course, the student must notify Compass CBS in writing (Cancellation Request). Students may choose to complete the Course Cancellation Request form or simply email their request to the Student Support Team at contact@compasscbs.com
A refund of the Course Fee will be issued where:
A refund of the Course Fee, or other remedy, will also be provided where a Special Consideration application is received and Compass CBS considers that there are grounds for granting Special Consideration to the student.
If you are unsure about whether a complaint falls within one of these categories please escalate the case to the Manager, Student Services.
The Refund Period is defined as seven (7) calendar days from the day that the student’s enrolment conditions have been met. The enrolment conditions have been met when all of the following have occurred:
The Refund Period commences from the last date that all 3 things have occurred (generally when the login is provided).
A Cancellation Request received within the Refund Period will always be issued less the applicable administrative fee.
Student Support Officers (SSO) should be aware that there may still be grounds for refunding a student the full amount with no administrative fee such as where the Cancellation Request falls into the categories identified in sections 2.2, 2.3 and 2.4. [In these circumstances, the Cancellation Request should be escalated to the Head of Student Services and Operations].
Under the United States Consumer Law, the courses offered by Compass CBS come with guarantees that they will be:
Compass CBS is legally obliged to provide a student with a full refund if requested where there is a ‘major failure’ of one or more of these guarantees.
A major failure occurs where the service:
If the failure that has occurred is not a major failure but is still a failure on the part of Compass CBS, Compass CBS is required to rectify the failure. This might involve, but is not limited to, updating course materials, allowing a student to resubmit an assignment or extending the maximum duration of the course.
Where a failure has occurred, in some circumstances Compass CBS may be liable for compensation for loss that a student has experienced as a result of the failure by Compass CBS to meet the guarantee. Compass CBS may be liable where the problem could be reasonably foreseen. If a student seeks consequential loss, the application should be immediately escalated to the Chief Learning Officer.
Under the United States Consumer Law businesses cannot make statements that are incorrect or are likely to create a false impression.
If a Cancellation Request is received that states that the student was provided with misinformation during the enrolment process and after listening to the enrolment call the SSO agrees that misinformation was provided, if requested, the student must be provided with a full refund. If an enrolment call cannot be located to verify the student’s claim a full refund should be provided.
Examples of providing misinformation include:
If a Cancellation Request is received that states or suggests that at the time of enrolment the student did not meet the course entry requirements and Compass CBS agrees that the Course and Careers Adviser or Admissions Officer should not have enrolled the student, the student must be provided with a full refund.
Examples of non-compliance include, but are not limited to:
If a Special Consideration application is received and Compass CBS considers that there are grounds for granting Special Consideration to the student, the student may be provided with either:
On receiving a Cancellation Request, the SSO will:
On lodging of a Non-Standard Application, the Manager of Student Services will:
The Head of Student Services and Operations will:
Compass CBS will endeavor to provide an outcome for the application for Special Consideration within 20 business days from receipt of all necessary supporting documentation in relation to the application.
Students applying for Special Consideration must submit a request for Special Consideration by completing the Special Consideration Form and sending to Student Support by email contact@compasscbs.com with all relevant documentation.
The information and supporting documentation provided should demonstrate that the circumstances are continuing and serious which will materially affect the student’s ability to continue with the course.
It recommended that students, who wish to apply for Special Consideration, should first contact Student Support to discuss the matter with a SSO.
Consideration such as on financial hardship or on medical grounds even where one of these factors also applies.
On receiving an application for Special Consideration, the Student Support Officer (SSO) will:
On lodging of the application for Special Consideration, the Manager of Student Services will:
The Head of Student Services and Operations will:
The Manager of Student Services will communicate the final outcome in writing to the student including:
Manager of Student Services will liaise with the Head of Portfolio (HOP) or their delegate to determine any disadvantage based on course changes. Upon review and if a disadvantage is determined a suitable offer will be made to the student as outlined in clause 3.5.
Compass CBS may grant Special Consideration in circumstances where one of the following conditions applies:
If Special Consideration is granted, Compass CBS may grant:
Compass CBS will endeavor to provide an outcome for the application for Special Consideration within 20 business days from receipt of all necessary supporting documentation in relation to the application.
This Policy, and its related Procedures and Guidelines, is subject to systematic review, evaluation and improvement. Specific review mechanisms include:
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