Course Withdrawal Policy and Process

1. A standard course withdrawal request form shall be filled out and signed by a student who intends to discontinue from all courses with ACE.

2. A written consent from the parent/guardian is needed if the student is less than 18 years of age. For students who is under the Company’s sponsorship, approval for withdrawal is needed from the company representative or the centre has received instruction from the company that the student is to be withdrew from the course.

3. The Management is prepared to listen to and consider genuine cases of withdrawal requested by students and approval for withdrawal will be granted on a case-by-case basis subject to the approval from the centre and/or University Partner, when required and students are advised to continue in their current course till the course withdrawal is successful and completed.

4. The withdrawal process takes a maximum of 4 weeks to be completed upon receipt of the course withdrawal application with the full set of supporting documents and the student is liable to pay for the consumed study not being paid (if any).

5. ACE’s refund policy shall apply for all qualified refund.

6. The signed student contract will be cancelled from the effective withdrawal date and the Fee Protection Scheme (FPS) insurance for this contract is treated as invalid and will be handled accordingly.

7. ACE shall cancel the Student’s Pass (if any) accordingly.

RESPONSIBILITY	PROCESS
Head of Operations	1. Receive Course Withdrawal from student.
Head of Operations	2. Verify the Withdrawal Request details to ensure the student has filled in all the necessary information correctly and provided the supporting document(s) if available or being required.
Head of Marketing	3. Arrange consultation session with student to: Determine the reason(s) for the withdrawal and document all findings. Propose alternative solutions to students to discourage the student from withdrawing. If the case continue – Student is to sign on the submitted online Request Form. A written consent from the parent/guardian is needed if the student is less than 18 years of age.
Head of Finance and Human Resources	4. Process the withdrawal request and determine whether there is any entitled refund according to the Refund Policy. If there is any outstanding payment to be paid by the student, it shall also be indicated including the breakdown of the refund amount to the student.
Head of Finance and Human Resources	5. Seek approval.
Managing Director	6. Approved Withdrawal with Refund – Head of Finance and Human Resources complete withdrawal process and proceed to issue the refund within 7 working days from the date of withdrawal is approved. Approved Withdrawal without Refund – Head of Finance and Human Resources inform applicant of outcome and complete the withdrawal process.
Head of Operations	7. If applicable, process cancellation of Student Pass.