Course Withdrawal Policy and Process

1. A course withdrawal request shall be submitted either by-person or online for student / parent / guardian / company who intends to discontinue his/her study with ACE.

2. The course withdrawal application is to be applied by the parent/guardian (who signed the student contract) or a written consent from the parent/guardian is needed if the student is less than 18 years of age.

3. For students who is under the company’s sponsorship, the instruction from the company representative to withdraw from the course is needed.

4. The Head of Operations is prepared to listen to and consider genuine cases of withdrawal requested by students and the approval for withdrawal will be granted on a case-by-case basis subjected to the approval from the centre and/or University Partner. When required, the students are advised to continue in their current course until the course withdrawal is successful and completed.

5. The withdrawal process takes a maximum of four (4) weeks to be completed.

6. ACE Refund Policy shall apply for all qualified refund, when applicable.

7. The signed student contract status will be updated as non-valid / cancelled based on the completion of the withdrawal case.

8. The purchased FPS for the contract will be treated as invalid and will be handled accordingly.

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

RESPONSIBILITY	PROCEDURE
Head of Operations	1. Receive an online service request for course transfer from student.
Head of Operations	2. Reply the student to confirm the details and verify the supporting document(s), where available.
Head of Marketing	3. Arrange consultation session with student to: a. Verify the reason(s) for the withdrawal and document all findings. b. Propose alternative solutions to students to discourage the student from withdrawing.
Head of Operations	4. If the case continues, proceed the withdrawal request, and determine whether is there 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 in the official confirmation letter. The letter shall also include the breakdown of the refund amount to the student and continue with Step 5. Note: – If student decided to continue with course – End request. – If student decided to Transfer Course – Proceed to Transfer Procedure. – If student decided to do Deferment – Proceed to Deferment Procedure.
Head of Operations	5. Seek an approval from the Managing Director or Management Representative.
Head of Finance & HR / Head of Operations	6. Approval with Refund – Head of HR & Finance proceeds to issue the refund within 7 working days from the date of withdrawal request is received. Approval without Refund – Head of Operations informs the applicant of outcome by sending the confirmation letter by email or face-to-face delivery.
Head of Operations	7. Notify the registrar to cancel student pass if applicable and mark the signed contract as being cancelled. Update the course withdrawal records in IMS to close the case within 3 working days.