CaseTrust For Education

CaseTrust for Education is part of the essential tier under Education Excellence Framework.

A Private Education Organisation (PEO) that achieves CaseTrust for Education is certified as an organisation that possesses the foundation for good quality student welfare practices and standards. The PEO will have the following mechanisms in place:

• Clear Fee Policies
• Well-Defined Student Redress Practices and Systems
• Disclosure of the PEOs’ Commitment to Quality
• Well-Trained Personnel

For more details, please visit Case Trust for Education.

Edu-Point Learning Hub confirms and undertakes that it has put in place a Student Protection Scheme (SPS) as stipulated by the Consumers Association of Singapore (CASE) by way of a Student Tuition Fee Account (Escrow).The SPS serves to protect the students' fees in the event that a Private Education Organization (PEO):

• discontinues operations due to insolvency, and/or regulatory closure;
• fails to pay penalties or return fees to the student arising from judgments made against it by the Singapore courts.

We have entered into the Master Escrow Agreement (MEA) dated 9th Sep 2004 between CASE, DBS Bank Ltd and The HSBC Ltd and the details of our Escrow Account are available in the Certificate of PEO ESCROW Establishment.

The MEA sets out, among other things, :

• the details upon which Edu-Point Learning Hub has established an Escrow Account with DBS Bank Ltd for the purposes of receiving payment of the Student's Tuition fees; and
• the circumstances in which the amounts in the Escrow Account shall be payable to Edu-Point Learning Hub and/or the Student.

For local students, the School will grant the Student the option to enjoy the benefits of the Student Protection Scheme (SPS) and this option is clearly indicated in the Student Contract. Local students who opt for the SPS will have to bear the cost arising from the SPS.

It is our standard operating procedure to enter into a Student Contract with International and Local Students prior to confirmation of enrolment.

The Standard Student Contract is legally binding between Edu-Point Learning Hub and its students and embodies the following mandatory requirements:

1. Clear definition of course details – course title, pre-requisites, qualification awarded, course duration, etc.
2. Full disclosure of all costs for tuition / non-tuition fees.
3. Commitment to Student Protection Scheme by Student Tuition Fee Account.
4. Clear definition of refund policies covering the following:
   • PEO's failure to commence course on stipulated course start date (full refund).
   • PEO's failure to complete course on stipulated course end date (full refund).
   • PEO's midway termination of course (full refund).
   • Time frame for student withdrawal from the course (full or partial refund).
5. Clear definition of dispute resolution mechanisms.

Samples of Standard Student Contract:

• International Student Contract.
• Local Student Contract..

At Edu-Point Learning Hub, we encourage feedback, both positive and negative, from our students. Such feedback will assist us to understand our students better and to improve the quality of our services.

Students can offer an informal feedback directly to the Customer Service Officer (CSO) who is authorized to resolve any minor grievance directly with the student before it escalates to a major grievance.

In cases when the students are still dissatisfied after resolution by the CSO, they can submit a formal grievance feedback by completing the "Student Complaint Form" which is available at the Front Office or our website. The CSO will then forward the form submitted by the Student to the School Manager to resolve the grievance.

All the complaints will be acknowledged within two (2) working days upon receipt of the "Student Complaint Form". The School will resolve the complaints within a maximum of twenty (21) working days from the date of their receipt.

In the event that the Student and the School are unable to resolve a dispute, the Student and the School shall refer the dispute to the CASE Mediation Centre for mediation prior to instituting any legal action or proceedings. The Student and the School hereby agree to such procedures and to pay such fees as the CASE Mediation Centre may prescribe from time to time for the purpose of resolving their dispute.

In order to ensure that a thorough investigation of a complaint is made, Edu-Point Learning Hub expects to be able to collect appropriate information from all the parties involved. Anonymous complaints therefore, will not be dealt with under this Procedure.

Click here for the Complain Resolution Procedure.

Students who transfer or withdraw from a course at different points in time are subject to the following refund policies. Any refund approved (less any applicable bank administrative charges properly paid/payable under the Student Protection Scheme) will only be paid to the student and made in Singapore Dollars within 14 days after receiving the Student's written notice of withdrawal.

Refund for Withdrawal for Cause
Conditions	A Student is entitled to give notice to withdraw from the course under the following circumstances: Edu-Point Learning Hub fails, for any reason, to commence the Course on the Commencement Date; fails, for any reason, to complete the Course by the Completion Date; terminates the Course for any reason prior to the completion of the Course; or is in material breach of its obligations under the Student Contract.
Refund	Edu-Point Learning Hub shall refund to the Student the following : the entire amount of the Tuition Fees and Deposit; and the Non-Tuition Fees and/or Additional Fees.

Refund for Withdrawal without Cause
Conditions	Student gives notice to withdraw from the course for any reason other than those set out in Withdrawal for Cause
Refund	Edu-Point Learning Hub shall refund to the Student the following sums: % of the aggregate of the Course Fees and Additional Fees paid If Student's written notice of withdrawal is received 75% More than 60 days before the Commencement Date 50% More than 45 days before the Commencement Date, but not more than 60 days before the Commencement Date 25% More than 30 days before the Commencement Date, but not more than 45 days before the Commencement Date 0% Before, but not more than 30 days before the Commencement Date / On or after the Commencement Date

Refunds for Rejection of Student's Pass

Subject to the above, in instances where the Student's Pass application has been rejected by the Immigration & Checkpoints Authority, the entire amount of the Tuition Fees, Administrative Fee and Course Materials Fee will be refunded.

No Refund

All Registration Fee, Administrative Fee and Escrow Bank Charges paid to Edu-Point Learning Hub are non-refundable (Except for Administrative Fee if student's pass application is rejected by ICA). Once an application has been made to ICA for a student's pass and/or the school has acted as the student's sponsor, the Student's Pass Application Fee and Sponsorship Fee are not refundable.

A student whose enrolment in the Course was cancelled and/or who is expelled from the Course or the School, for breach of the School and/or government agencies/authorities rules and regulations and/or laws of Singapore, shall not be eligible for any refund.

Return of Deposit

The Deposit shall, within fourteen (14) days of the Completion Date or earlier termination of the Student's enrolment at Edu-Point Learning Hub, be repaid in full (without interest) to the Student provided however that Edu-Point Learning Hub shall be entitled to deduct all or a part thereof to set off any payment then owing by the Student to Edu-Point Learning Hub and/or to recover any monies which are properly determined by Edu-Point Learning Hub to be due and payable to Edu-Point Learning Hub.

Transfer from One Course to Another with Edu-Point Learning Hub (Deemed Withdrawal)

• Request to transfer from one course to another with Edu-Point Learning Hub will only be considered if the application is submitted before course commencement and the Student meets all pre-requisites of the course he/she intends to transfer to.
• A Student who transfers from one course to another with Edu-Point Learning Hub shall be deemed to have withdrawn from the original course without Cause. The Refund policy for "Withdrawal without Cause" shall apply unless otherwise agreed between Edu-Point Learning Hub and the student.
• The Student is required to submit a fresh application for the new course and re-apply for a new student's pass with the Immigration and Checkpoints Authority (ICA).

Withdrawing from Edu-Point Learning Hub

• Student must attain a minimum of 90% attendance rate as required by ICA and has to settle all outstanding course fees and other payments, if any before he/she can be considered for withdrawal and transfer to another school.
• A Student who withdraws from Edu-Point Learning Hub to enrol with another school shall be deemed to have withdrawn from Edu-Point Learning Hub without Cause. The Refund policy for "Withdrawal without Cause" shall apply.
• Cancellation of the student's pass, return of security deposit (if applicable) will be made accordingly.

Procedure

The transfer/withdrawal procedure covers the following steps:

1. Student is to approach the Front Office to complete the Withdrawal Form and submit it together with his/her student pass, passport and all relevant documents to the School.
2. Student below 21 years of age is required to obtain a written letter of consent to the transfer/withdrawal from his/her parents or legal guardian.
3. The School will check on the Student's attendance records and ensure that there are no outstanding fees owing by the Student.
4. Student will attend a counseling session to ensure that the next course/school enrolled is to his/her interests and benefits.
5. The School will submit the Student's attendance, letter of cancellation, original student's pass and passport to ICA so as to facilitate the transfer/withdrawal.
6. Edu-Point Learning Hub will not be responsible for the disruption to the student's studies or the failure to renew the student's pass.

Student's Pass Not Transferable

The Student's Pass issued to the Student is not transferable and will expire upon the Student ceasing to be a student of Edu-Point Learning Hub. Edu-Point Learning Hub is under an obligation to inform the ICA of the Student's withdrawal from, or completion of his/her course of study at Edu-Point Learning Hub, and the Student shall deliver to Edu-Point Learning Hub, within 3 days of the Student ceasing to be a student of Edu-Point Learning Hub, the passport and Student's Pass of the Student for cancellation of the Student's Pass.

Edu-Point Learning Hub is committed to maintaining the confidentiality of the Student's personal information and undertakes not to divulge any of the Student's personal information to any third party without the prior written consent of the Student. Students' particulars are used solely for the purposes of completing course submission. Students' consent would be sought before their information is used for purposes other than internal marketing and billing.

Every effort shall be made to ensure that the confidentiality of the Student's personal information is not compromised unless required to by order of court, laws, government authorities or during emergency whereby the safety and life of the Student maybe endangered.

All physical records of Student's personal information are kept manually in paper files that are stored in a cabinet under lock and key. Only authorized personnel are allowed to access the Students' personal information. A database of Student records is also maintained in the computer which has user id and password protection.

Staff are briefed on this confidentiality policy and undertake to abide by the policy.

Pricing Policy Relating To Promotions

Edu-point Learning Hub does not offer discount or any other forms of promotional pricing.

Payment Scheme

Payment can be made in full or by installments according to a predetermined plan.

Payment Method and Channels

The payment of fees to Edu-Point Learning Hub are to be made upon registration through the following modes:-

• Cheque, Cashier's Order, Bank Draft
• Cash.

All payments are to be in Singapore Dollars.

Accuracy Of Charging

Edu-Point Learning Hub is committed to the avoidance of over or undercharging of course and related fees. To ensure accuracy of charging, it is the School's policy to list clearly all course fees including total amount payable and its breakdown.