Please click the respective links below for further information on our policies:-

Service Guarantees
Refund Policy
Transfer/Withdrawal Policy
Terms and Conditions on Security Deposit
Grievance/Complaint Management Procedure
Students' Withdrawal
Confidentiality of Students' Data
 

SERVICE GUARANTEES

Students are accepted only if they possess the prerequisite qualifications and satisfy the entry requirements.
· We match students needs and proficiencies for the courses offered by means of an objective assessment.
· We undertake to notify students at least 7 (seven) days in advance of any delay in course commencement date.
· We commit to make appropriate refund of tuition and non-tuition fees and other additional charges, for cancellation, non-completion and termination of courses without good reason.
· Our teachers possess the requisite experience, qualifications and competency to conduct the courses.
· We shall provide to the best of our ability, facilities and the necessary support services to enable our students to have a conducive and pleasant learning experience.

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REFUND POLICY

A. FULL REFUND for
· Non-commencement of Course without any reason on commencement date
· Non-completion of Course without any reason by completion date
· Termination of Course without any reason prior to course completion
· Breach of obligation under the Student Contract

Time Frame for Refund and Amount of Refund:
Within 14 days on receipt of Student’s written notice:
a. Entire amount of the Tuition Fees and Deposit, and
b. Non-Tuition Fees and/or Additional Fees*
(Less any applicable bank administrative charges payable under Student Contract)_____________________________________________________________________

B. REFUND due to Student’s withdrawal
· Refund will be made within 14 days on receipt of notice.
· Amount of Refund is based on Student’s written notice of withdrawal given in the table below.

We regret that there will be NO REFUND of the Registration Fee or Supplementary Material Fee.

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TRANSFER / WITHDRAWAL POLICY

(a) A student who transfers from an existing course to a new course shall be considered to have withdrawn from the current course and the refund policy shall apply as per Standard Student Contract.
(b) A student who withdraws from this school to enrol with another shall cease being our student. Cancellation of the student pass, return of security deposit (if applicable) will be made accordingly.

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TERMS AND CONDITIONS ON SECURITY DEPOSIT

The security deposit, if any, furnished by the student to the Immigration and Checkpoints Authority (ICA) shall be returned within fourteen (14) days (without interest) on its release from the ICA. The latter process takes between 2-4 weeks.
The following are circumstances for the return of the security deposit
· On course completion date
· On student’s early termination of course
· On receipt of student’s written notice of withdrawal

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GRIEVANCE/COMPLAINT MANAGEMENT PROCEDURES

We treat any student grievance as important feedback to us. We have staff assigned to manage student welfare including handling grievances and complaints and have a system and procedures to tackle these issues.
· For any complaint or grievance – whether it is verbally lodged; or by letter; by fax or email, we will document the nature of grievance or complaint and give an interim acknowledgement that the matter is being investigated
· The Asst Administrator will be required to conduct the necessary investigation to establish the circumstance and facts of the case and submit a report not later than 14 days to the Administrator. The latter will verify the report and ascertain that there are basis to accept or dismiss the complaint or grievance.
· The Administrator will offer a solution based on the findings of the investigation conducted to the Student for acceptance. If the solution is accepted or otherwise, a record of proceedings will be made by the Asst Administrator and endorsed by the Administrator.
· If the Student accepts the solution offered by the Administrator, no further action will be pursued except filing the proceeding for record.
· If the student refuses to accept the solution offered by the Administrator, the latter
will review the case and take into account any new finding, if any, and make reference to the Supervisor for concurrence to offer alternative solution.
· If the Student still refuses to accept the later solution offered by the Supervisor, we shall suggest to the Student to refer the complaint/grievance to Case Mediation Centre for a resolution prior to instituting any legal action /proceedings.

NOTE: Proceedings from the beginning of a complaint/grievance are recorded in our Complaint Log which provides information on nature of complaint/ grievance and time taken to resolve it. Statistics on the number of cases occurring in a month and average time taken to resolve them are available.

A workflow diagram describing the above process may be downloaded here.

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PROCEDURES AND IMPLICATION OF STUDENTS’ WITHDRAWAL FROM COURSE, NON-ATTENDANCE, TERMINATION OF COURSE BY PEOS AND REFUND POLICY

Students who wish to withdraw from their course must give written notice of their attention stating the reason for their withdrawal. As a general rule, the notice of withdrawal should be given as early as possible as it impacts on the amount of refund payable to them. The details of the percentage of refund and the required number of days’ written notice to be given by the student is clearly stipulated under our refund policy reflected in the student’s handbook, and in the website: instituteofscience.com.sg.

A student must have at least attained 90% of classroom attendance as a condition of the Immigration & Checkpoints Authority (ICA) for the issue of student pass. It is thus important that the student must adhere to this ruling since the implication of this is the loss of the student pass status. Our School takes a serious view of a student’s non-attendance. In all cases, a student must have a valid reason for not attending class and must produce documentary evidence (e.g. medical certificate from a registered practitioner, exam attendance, etc.) to account for the absence.

A student who did not attend for 7 (seven) consecutive days of classroom lessons without valid reasons may be treated as having withdrawn from the course. This will have an adverse impact on the student pass since we will notify the ICA of the student’s study status that may lead to the cancellation of the student pass.

In the event of any non commencement, termination of the course by us without good reason, we will undertake to make a full refund of the course fee paid by student as per our Refund Policy which is prominently display in our premises and in our communication materials.

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CONFIDENTIALITY OF STUDENTS' DATA

• All students’ particulars (i.e. Application/Registration Form, other personal records) are stored in their respective student’s personal files and selective personal data are captured in the computer data base.
   

• The personal files and computer records are only accessible by designated staff managing these records. The particulars stored in the computer are to have user id and password protected.
   

• The manual records of students’ particulars are kept in cabinets under lock and key outside the school operating hours. During the operating hours, only designated staff could have access for their work purposes. The student records are not permitted to be booked out from the repository, unless permission is obtained from the School Supervisor.
   

• It was specifically mentioned in the Application/Registration Form that the students’ particulars completed through the Form are used only for the School’s internal use. Prior permission must be obtained in writing from the student if the particulars are to be used for other purposes. In this instance, the student must give his/her consent by signing a ‘Consent Form’ where the purpose is mentioned.
   

• Permission to use the students’ particulars, data other than for the School internal marketing or students’ billing is to be sought from the School Supervisor.
   

• The proper use of a student’s particulars is disseminated in the orientation and training programme of all staff to ensure they are aware of this policy. Internal directive on this is also circulated to existing staff to ensure no one is ignorant of this ruling. This is to inculcate in them a sense of responsibility towards safeguarding student data at all times.
   

• Failure to comply with the proper use of students’ particulars may render those who flout the procedure to disciplinary measures. The penalties imposed are:-
   

  1. First-time offenders are given letter of reprimand or warning

  2. Repeat offenders may result in dismissal action

  3. Court action may be taken against those who willfully repeat the offence

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