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 are seeking a 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 Programme:
Kaplan will notify you within three (3) working days upon knowledge of any of the following:
- It does not commence the Programme on the Programme Commencement Date;
- It terminates the Programme before the Programme Commencement Date;
- It does not complete the Programme by the Programme Completion Date;
- It terminates the Programme before the Programme Completion Date;
- It has not ensured that you meet the programme 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 Programme 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 Programme 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
|% of [the amount of fees paid under Schedules B and C]||If written notice of withdrawal is received|
|100%||More than  days before the Course Commencement
|70%||Before, but not more than  days before the Course
|30%||Before, but not more than  days before the Course
|10%||Before, but not more than  days before the Course
|0%||On or after the Course Commencement Date|
Professional Certification (ACCA, CPA, CFA and SCA)
|% of [the amount of fees paid under Schedules B and C]||If written notice of withdrawal is received|
|80%||More than  days before the Course Commencement
|60%||Before, but not more than  days before the Course
|50%||Before, but not more than  days before the Course
|0%||On or after the Course Commencement Date|
The above conditions are clearly stated in the Standard Student Contract and via other communication platforms mentioned in point 4 below.
3. Non-refundable Fees
- 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.
- Computer-based Examination Fee is non-refundable except where there is a Non-Delivery of Programme 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 online student handbook as well as during welcome orientation and 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.
- Definitions for transfer, withdrawal and deferment
- Transfer – This policy applies when you change the programme 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 tapping for attendance, 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.
- 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 online 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 policies shall be clearly explained to you, as a prospective or existing student.
- 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 this duration.
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, where applicable and stay in contact with the Programme Management Team. Failure to do so will be deemed as automatic withdrawal from the respective programme.
- 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.
- 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.
- 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 one.
- When transferred to the new programme, the tenure remains, ie. maximum period to complete programme is according to the original programme start date.
- You are permitted to defer based on the following grounds:
i. Poor academic performance as advised by the Academic Board/University. Refer to Academic Policy/University Policy.
ii. Illness supported by a medical certificate from a recognised clinic/hospital.
iii. Compassionate or compelling circumstances beyond your control such as bereavement, declared natural disaster, bankruptcy or 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.
- Informing Immigration & Checkpoints Authority of Singapore (ICA) of any change to the status of the Student’s Pass, if applicable
For international students, Kaplan will inform ICA of any change in your status that may affect the Student’s Pass issued.
Recruitment and Programme Management teams shall clearly explain to you the implication of the status of the Student’s Pass if you withdraw or are forced to withdraw from the school (eg. caught for breaking Singapore’s law).
If you apply for deferment which is longer than 3 months 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 PM teams will ensure that ICA is informed of any change in Student Pass status.
- 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 approval of a programme deferment or transfer request. You will sign a new contract when the transfer and resumption request has been approved. 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.
- 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.
Academic Misconduct and Penalties
In order for the integrity of reported academic achievements of students to be upheld, Kaplan takes a serious and interested view of occurrences of academic misconduct. Over and above cheating during the examinations, academic misconduct refers to any form of dishonesty committed by a student in relation to summative assessment. It includes the following offences:
In essence, plagiarism is the theft of someone else’s ideas and work. Copying work or written text from a student, the Internet, or any document without giving due credit to the source of the information is plagiarism regardless of whether a student copies verbatim or rephrases the idea. Paraphrasing the information taken from sources without referencing is insufficient. In the preparation of work submitted to meet module requirements, whether a draft or a final version of a paper or project, students must take great care to distinguish their own original work from ideas, language, and information derived from other sources. Sources include published primary and secondary materials, electronic media, and information and opinions gathered directly from other people or self.
Submitting the same assignment for more than one class without enhancing and refining the assignment, and without first receiving instructor permission constitutes self-plagiarism. In cases where previous assignments are allowed to be submitted for another class, it is the responsibility of the student to enhance the assignment with additional research such that it is a sufficiently new piece of work.
Findings of plagiarism will remain on a student’s record permanently.
Students must assume that collaboration in the completion of written assignments is prohibited unless explicitly permitted by the instructor. Students must acknowledge any collaboration and its extent in all submitted assignments. Students are subject to disciplinary action if they:
- submit as their own work via a paper purchased from a term paper company, an or multiple individuals or download from the Internet;
- submit an assignment that was partially or wholly completed by another individual or other individuals;
- assist another student wherein the other student intends to commit any act of academic dishonesty. This offence would include, but is not limited to, providing an assignment to another student to submit as his or her own work or allowing another student to copy answers to any test, examination, or assignment.
Penalties for Plagiarism in Proprietary Programmes
Plagiarism is a serious offence and may result in the following sanctions:
|Occurrences of Plagiarism||Penalty for
|1st Occurrence||No Academic Offence will be recorded||Student will receive notification letter that plagiarism has been committed. Student should study the Writing & Referencing guides and online resources made available for them.|
|2nd Occurrence*||Warning Letter||The student is required to attend a Writing and Referencing Session (WRS). The student will be allowed to resubmit the paper after appropriate intervention. Re-submission paper marks will be capped at Pass grade. Re-module is required, if the student failed to attend the WRS.|
|3rd Occurrence||Failure of the module in which the action occurred||The student is required to re-module.|
|4th Occurrence||Termination of enrolment||For student pass holders, ICA will be notified to terminate student pass.|
Penalties for Collusion Misconduct
Collusion is a serious offence and may result in the following sanctions:
Failure in the assessment item in which the offence occurred and student is required to re-module.
Kaplan Singapore will issue a written statement to notify the student that his or her attendance has been terminated for violation of the academic policy; i.e. the student will be expelled from Kaplan Singapore, with notification to the ICA for student pass holders.
- Invigilator reports exam misconduct case through the Exam Incident Report and submit to Exams Office for investigation and warning letter preparation.
- The warning letter is prepared according to the academic policy and to submit to HOD or nominated academic staff for approval before sending to student.
Penalties for Examination Misconduct
Examination misconduct is a serious offence and may result in the following sanctions:
Failure in the assessment item in which the offence occurred and student is required to re-module; or Suspension/Expulsion for serious academic misconduct determined by Examination Board, such as impersonation of another student.
Kaplan will issue a written statement to notify the student that his or her attendance has been terminated for violation of the academic policy; i.e. the student will be expelled from Kaplan, with notification to the ICA for student pass holders.
The appeal procedure will apply if student wishes to appeal on the penalty or determination. Findings of academic misconduct will remain on a student’s record permanently.
University Partner Programmes
Penalties for university partner programmes on academic misconduct offences will be in accordance to the university partners’ respective policies.
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.
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
- 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).
- 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 [email protected]. 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.
|School of Foundation & Languages, O-Level Preparatory School
Ms Evelyn Wu
|School of Diploma Studies, Bachelor and Master Programmes
Ms Cheng Siew Kiong
|Kaplan Financial Programmes
Ms Lorelle Koh
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.