Student Policy - Aventis Graduate School

Aventis Refund Policy

Refunds for Withdrawal Due to Non-Delivery of Course

Course Withdrawal definition as adopted by Aventis: Student discontinues all courses with the PEI.

Aventis shall notify the Student in writing within three (3) working days upon knowledge of any of the following (each a “Refund Event”):

It cannot commence the provision of the Course on the Course Commencement Date;
It cannot complete the provision of the Course by the Course Completion Date;
The Course will be terminated before the Course Completion Date;
The Student does not meet the course entry or matriculation requirements as stated in Schedule A; or
The Immigration & Checkpoints Authority of Singapore (the “ICA”) rejects the Student’s application for the Student Pass.

Where any of the Refund Events in Clause 3.1(a) to (c) of the Student Contract has occurred:

Aventis shall use reasonable efforts to make alternative study arrangements for the Student and shall propose such alternative study arrangements in writing, within ten (10) working days of informing the Contracting Party of the Refund Event.
If the Contracting Party accepts such alternative study arrangements, Aventis shall set forth such alternative study arrangements in a written contract and this Contract shall automatically terminate on the date that such new written contract comes into effect.
If Aventis does not propose alternative study arrangements to the Contracting Party within the time stipulated in Clause 3.2(a) of the Student Contract, or the Contracting Party does not accept such alternative study arrangements, the Contracting Party may forthwith terminate this Contract by way of a written notice to Aventis.

Where any of the Refund Events in Clauses 3.1(d) to (e) of the Student Contract has occurred, Aventis shall forthwith terminate this Contract by way of a written notice to the Contracting Party.

If the Contract is terminated pursuant to Clause 3.2(b) read with Clause 3.1(a) of the Student Contract, Aventis shall refund all Course Fees and Miscellaneous Fees paid by the Contracting Party within seven (7) working days of the termination.

If the Contract is terminated pursuant to Clause 3.2(b) read with either Clause 3.1(b) or Clause 3.1(c) of the Student Contract, the PEI shall refund the Course Fees and Miscellaneous Fees in proportion to the uncompleted portion or duration of the Course, whichever is higher, to the Contracting Party within seven (7) working days of the termination.

If the Contract is terminated pursuant to Clause 3.3 or Clause 3.2(c) read with Clause 3.1(a) of the Student Contract, Aventis shall refund all Course Fees and Miscellaneous Fees paid by the Contracting Party within seven (7) working days of the termination.

If the Contract is terminated pursuant to Clause 3.2(c) read with either Clause 3.1(b) or Clause 3.1(c) of the Student Contract, Aventis shall refund the Course Fees and Miscellaneous Fees in proportion to the uncompleted portion or duration of the Course, whichever is higher, to the Contracting Party within seven (7) working days of the termination.

Refund for Withdrawal During the Cooling-Off Period

Aventis, nonwithstanding anything herein contained, the student shall be entitled to, without any liability whatsoever to Aventis Graduate School, be able to terminate the contract at any time within the Cooling-Off periods by way of written notice to the school.

Students have a period of ten (10) calendar days after the date that the Contract has been signed by both parties (student and school). The student will be refunded all course fees and miscellaneous fees paid within 7 working days of the receipt of the written notice of withdrawal within the cooling-off period, regardless of whether the student started the course or not.

Refund for Withdrawal Outside the Cooling-Off Period

Should the student withdraw from the course for any reasons stated other than Clauses 3.1 to 3.8 in the Student Standard PEI Contract, Aventis Graduate School may terminate the contract at any time before the course completion date by providing a written notice to the School. Upon receipt of such a notice, Aventis shall within 7 working days, refund the Student such amount (if applicable and any) as determined in Schedule D of the Student Standard PEI Contract.

As a guide of reference, this is Schedule D (Refund Table) of the Student Standard PEI Contract:

% of [the amount of Course Fees and Miscellaneous Fees paid under Schedules B and C]	If the Contracting Party’s written notice of withdrawal is received:
[50%]	more than [45] working days before the Course Commencement Date
[25%]	on or before, but not more than [45] working days before the Course Commencement Date
[0%]	after, but not more than [0] working days after the Course Commencement Date
[0%]	more than [0] working days after the Course Commencement Date

No Refund for Expulsion and Disciplinary Matters

Aventis reserves the right to discipline or expel any student who breaks Aventis’s rules, or who, in the opinion of the management, is guilty of misconduct prejudicial to the interests of the institute and its students. Should any student be expelled from the course by the management and/or academic director for the following reasons, no refund will be provided.

Cheating and plagiarism
Academic or personal misconduct
Inappropriate behaviour such as drug offences, vandalism, mischief and/or theft, etc

Note: For students who are expelled during the cooling off period, the school will still refund the student on all course fees and miscellaneous fees paid within 7 working days.

Fee Protection Scheme

The Fee Protection Scheme serves to protect the international and local student’s fees in the event that a Private Education Institution (PEI) is unable to continue operations due to insolvency and/or regulatory closure.

Aventis Graduate School adopts the FPS Insurance Scheme for international and local students. Subject to the Terms of the Insurance Policy, the insured student will be indemnified up to the Limit of Indemnity for:
• loss of Course Fee paid by the Student to the PEl in the event that the Student is unable to commence, continue with or complete the Course due to a Termination Event during the Period of Indemnity. The indemnity provided herein shall be limited to the portion of the paid Course Fee deemed un-utilised as at the date of the Termination Event and pro-rated to the time elapsed (in calendar days) in respect of that part of the Course as relates to the Course Fee paid for the Period of Indemnity and to the extent the same is not refunded to the Student; and/or
• such part of a Judgment Sum that may be attributed to the Period of Indemnity as may be in-force as at the date of the Judgment Sum and remaining unpaid by the PEl as at the date of the issuance of a Payout Instruction in respect of a Judgment Debt Default Event.

Our appointed FPS provider is Great Eastern General Insurance Limited (a SkillsFuture Singapore Agency-appointed insurance company).

The premium for the insurance is currently absorbed by Aventis. We will submit the insurance on your behalf, with the premium paid fully to the insurance company. Click here to view the FPS insurance certificate.

Students can access more information on the FPS at SSG’s official website at: https://www.tpgateway.gov.sg/resources/information-for-private-education-institutions-(peis)/protection-of-course-fees

Non-Refundable Fees

All Application Fee and Miscellaneous Fees once paid, are non-refundable.

Refund Procedures

Students who intend to withdraw will need to submit the Withdrawal and Refund Request Form.
Upon receiving the Withdrawal and Refund Request Form, Student Services will ensure that all applicable sections are duly completed, and conduct an interview with the student to understand the issues. Student Services may advise student to defer if it is due to work commitment issue.
For students under 18 years of age, student have to seek parental/guardian approval prior to process the request.
Upon confirmation of student’s intention to withdraw, Student Services will process the request and update the student via email on the computation of the refund amount.
Student Services will send the duly completed Withdrawal and Refund Request Form to the Accounts Executive.
The Accounts Executive will process the refund amount as per the School’s refund policy upon obtaining approval from Head of Corporate Services, and the whole process will be completed within seven (7) working days from the Withdrawal and Refund Request Form submission date by the student.
Accounts Executive will keep each refund requests into up-to-date refund records in the form of a Master List of Refund.

Other refund cases:

For refunds due to error or initiated by internal staff for reasons like excess payment by student, accidental bank transfer etc., Student Services / Programme Executive / Manager will communicate the computation of refund amount to the student via email and send the Student Direct Credit Authorisation Form to request for the student’s bank details. Student Services / Programme Executive / Manager will make use of the Internal Refund form to request for the refund to be made and send it to the Accounts Executive. The Accounts Executive will complete the refund upon obtaining approval from the Head of Corporate Services, and the whole process will be completed within seven (7) working days from receiving the Internal Refund Form.
Aventis Program Transfer Policy and Procedure for Proprietary Programmes, Aventis Deferment Policy and Procedure for Proprietary Programme, Withdrawal Policy, Withdrawal Requirements -> replace with ‘Aventis Transfer, Deferment and Withdrawal Policy’, ‘Aventis Transfer Procedures’, ‘Aventis Deferment Procedures’ and ‘Aventis Withdrawal Procedures’ (4 sections in total)

Standard PEI-Student Contract

The Standard PEI-Student Contract is a legal-binding contract between Aventis and its students that embodies the following mandatory requirements:

Clear definition of the course details

Full disclosure of all costs for course and miscellaneous fees

Clear definition of the refund policy

All students are required to sign the Standard PEI-Student Contract upon enrolment before making any course fee payment.

Sample of the Standard PEI-Student contract can be found here.

For more information on SSG and Information for PEIs, refer to https://www.tpgateway.gov.sg/

Aventis Transfer, Deferment and Withdrawal Policy

1.1 The maximum processing time from students request of any transfer, deferment, and withdrawal to notifying students of the outcome in writing should not exceed 4 weeks.

1.2 Aventis will base the student requests on the following definitions: –

i. Course Transfer: Student changes the course or period of study (from full-time to part-time or vice versa) but remains as a student of Aventis.
ii. Course Withdrawal: Student discontinues all courses with the School.
iii. Deferment: Student delays or postpones the course (or modules)

1.3 Conditions for granting Course Transfer:

i. All outstanding fees must be settled prior to approval of request.
ii. Student must fulfil the admission criteria of the new course and will be subjected to the Aventis’ student selection and admission procedures.
iii. For International Students, they are to note that they will need to apply for a new student pass for the new course, and this is subjected to ICA’s approval.

1.4 Conditions for granting Course Deferment:

i. The deferment request and deferment application fee payment must be submitted at least 14 working days prior to module / course commencement.
ii. Should the student choose to defer after the commencement of the module/course, approval of deferment is subjected to the School.
iii. Deferment is subjected to the availability of courses and modules offered. Aventis reserves the right to offer similar courses and modules in replacement of discontinued courses or modules.
iv. Students are allowed to defer only once up to the maximum period of one (1) year (two (2) years for University of Chichester’s courses). If the student fails to report back to Student Services within the stipulated period, he/she will be deemed to have withdrawn from the course and would have to re-apply as a new applicant if he/she wishes to register on the course again. The refund policy will be applicable.
v. For International Students, they are to note that they will need to apply for a new student pass when re-joining Aventis and this is subjected to ICA’s approval.

1.5 Conditions for granting Course Withdrawal:

i. All outstanding fees must be settled prior to approval of request.
ii. ICA will be informed through the cancellation of the Student’s Pass. Student’s Pass Holder is required to submit his/her Student’s Pass to the School for cancellation of the Student’s Pass with ICA.
iii. A student who withdrew will have their contract voided.

1.6 Student Services is to ensure that they inform ICA of any changes to the status of all student pass holders. This would include the following policy guidelines: –

i. Course Transfer and Deferment: ICA will be informed through the application of the new Student Pass.
ii. Course Withdrawal and Deferment: ICA will be informed through the cancellation of the Student Pass.

1.7 A New Student Contract and/or a Student Contract Addendum is to be signed when a course transfer or deferment has been approved by Aventis.

1.8 Should there be a lapse in student contract (expired when student wishes to defer, transfer or withdraw) a new contract will need to be drafted as an addendum that links to the previous contract.

1.9 For any Course Transfers, Withdrawal or Deferment, Aventis would need to obtain the student’s parent / legal guardian’s written consent if they are under 18 years of age.

Aventis Transfer Procedures

1 .1 All requests for transfer to another program offered by Aventis Graduate School must be accompanied by a duly completed Program Transfer Form and the external University partner’s Transfer Form (if applicable) with the program/course transfer fee as indicated in the Student Contract. Student is required to go through an interview with Student Services and details would need to be documented in the Program Transfer Form.

1.2 Approval for transfer will be granted on a case-by-case basis subject to the student meeting the admissions requirements of the new program and approval from the School/ external University partner as well as students meeting the other conditions course transfer as outlined in the transfer policy.

1.3 For students under 18 years of age, Aventis Graduate School will seek parental/guardian written consent prior to processing the request for transfer. Evidence of consent can either be signing off on the Program Transfer Form or any emails / letters that will need to be attached to the Program Transfer Form.

1.4 For students who are under Company’s sponsorship, company representative will indicate approval for transfer in the designated section of Program Transfer Form.

1.5 For international students transferring to another program within Aventis Graduate School, the Student’s Pass application for the new program will be submitted to the Immigration and Checkpoints Authority (ICA) within 7 working days for approval. A processing fee is payable to ICA for the transfer of Student’s Pass to the new program. The transfer will only take effect after ICA approves the transfer of the Student’s pass.

1.6 Upon approval of the transfer request, Student Services will document the details within the Program Transfer Form, and the existing Student Contract shall be voided and replaced with a new Student Contract. Subject to Aventis Graduate School’s Refund Policy, any remaining fees from the existing program will be transferred to the new program and the student will have to top up the difference in fees (if any).

1.7 The processing time for Aventis Graduate School to process student’s request for transfer will not be more than 4 weeks of the receipt of duly completed Program Transfer Form, subject to the approval from ICA, the School/external University partner and parent/guardian, where applicable. Student Services will notify student in writing of the outcome via Notification of Course Transfer Request.

1.8 Student Services will inform the Registrar, external University partner, relevant government agencies (ICA) and other relevant parties (where applicable) within 7 working days for any change in students’ status.

1.9 Student Services will proceed to update the status of the student with the FPS Group Policy Provider by the 7^th working day of the following month.

Aventis Deferment Procedures

1.1 All requests for course deferment must be made in writing to Student Services and supported with a deferment application fee as indicated in the Student Contract. Students should send their requests for deferment using the Deferment Request Form and/or external University partner’s Deferment form (if applicable) from the course to the Student Services. Student is required to go through an interview with Student Services and details would need to be documented in the Deferment Request Form.

1.2 For students under 18 years of age, Aventis Graduate School will seek parental/guardian written consent prior to processing the request for deferment. Evidence of consent can either be signing off on the Deferment Request Form or any emails / letters that will need to be attached to the Deferment Request Form.

1.3 Approval for deferment will be reviewed and granted by Student Services after reviewing each case, subjected to students meeting the other conditions course deferment as outlined in the deferment policy.

1.4 In case of rejection, student may choose to stay in the current course or withdraw from the course if there’s no appeal. If student appeal on the rejection, the case will be escalated to Academic Board for review. Decision made by the academic board will be final and the review process will not take more than 7 working days.

1.5 The decision for deferment will be documented within the Deferment Request Form, and Student Services will notify the student of the approval / rejection of the deferment request in writing.

1.6 The overall processing time for Aventis Graduate School to process student’s request for deferment will not be more than 4 weeks of the receipt of duly completed Deferment Request Form.

1.7 Student Services will inform the Registrar, external University partner, relevant government agencies (ICA) and other relevant parties (where applicable) within 7 working days for any change in students’ status.

1.8 Student Services will generate a new Student Contract or Addendum with the new course completion date for the student’s sign-off at least 1 week prior to the student’s return to study.

1.9 Student Services will proceed to update the status of the student with the FPS Group Policy Provider by the 7^th working day of the following month.

1.10 Students are allowed to defer only once up to the maximum period of one (1) year (two (2) years for University of Chichester’s courses). If the student fails to report back to Student Services within the stipulated period, he/she will be deemed to have withdrawn from the course and would have to re-apply as a new applicant if he/she wishes to register on the course again. The refund policy will be applicable.

Aventis Withdrawal Procedures

1.1 Students who wish to withdraw from their program must complete and submit the Withdrawal and Refund Request Form and the external University partner’s Withdrawal Form (if applicable) to Student Services. Students will need to take note of the conditions for granting the course withdrawal request as outlined in the ‘Approach’ section of this manual.

1.2 Student Services would need to acknowledge withdrawal request. Upon acknowledgment, Aventis Graduate School’s Student Services will arrange for an interview with the student, unless not deemed applicable by Aventis. This would be part of the processing of student request and details would need to be documented in the Withdrawal and Refund Request Form.

1.3 Request for withdrawal and any refund payment will only be processed after all applicable sections are duly completed in the form.

1.4 For students under 18 years of age, Aventis Graduate School will seek parental/guardian written consent prior to processing the request for withdrawal. Evidence of consent can either be signing off on the Withdrawal and Refund Request Form or any emails / letters that will need to be attached to the Withdrawal and Refund Request Form.

1.5 Upon completion of interview and whereby student’s decision to withdraw remain unchanged, Aventis Graduate School will process the request and notify the student in writing of the outcome via Notification of Course Withdrawal Request. The maximum processing time from students request of withdrawal to notifying students of the outcome in writing should not exceed 4 weeks.

1.6 For students who are eligible for refund based on the School’s refund policy, the refund will be issued to the student within 7 working days of the submission of the Withdrawal and Refund Request Form from the student.

1.7 There will be no refund of course fees and miscellaneous fees for students who have to terminate their studies due to disciplinary action being meted out for failing to abide by the regulations and guidelines of Aventis Graduate School and / or Singapore Authorities which may include Poor Academic, Poor attendance, Cheating and Plagiarism. For students who are expelled during the cooling off period, the school will still refund the student on all course fees and miscellaneous fees paid within 7 working days.

1.8 For international students who withdraw, student will be clearly explained of the need to surrender the Student Pass to Aventis Graduate School for cancellation with ICA.

1.9 Student Services will inform the Registrar, external University partner, relevant government agencies (ICA) and other relevant parties (where applicable) within 7 working days for any change in students’ status.

1.10 Student Services will proceed to update the status of the student with the FPS Group Policy Provider by the 7^th working day of the following month.

1.11 For students enrolling in another course in another PEI, Student Services will issue past attendance records to students upon request.

Results Appeal Policy

1.1 All appeals are to be submitted in writing, 7 working days from the release of assessment results and the results of the appeals are to be made known to the students within 4 weeks for proprietary in-house courses, and 8 weeks for external University partner’s courses from the appeal request.

1.2 Only one appeal per assessment is allowed.

1.3 All appeals will be managed in a fair and impartial manner, without any discriminatory practices.

1.4 Appeals for external University partner’s courses will be handled according to the University partner’s requirements.

1.5 For proprietary in-house courses, Students may appeal an academic decision on the following grounds:

(a) Procedural error or irregularity that affected the decision.
(b) Evidence of bias or conflict of interest by the decision-maker.
(c) New evidence that was not available at the time of the original decision and could have affected the outcome.
(d) The decision is unreasonable or disproportionate based on the evidence provided.
(e) A piece of work handed in on time was not marked;
(f) Alleged wrong advice from staff teaching the syllabus area (such as format of assessment, or extension approval)
(g) Student’s grade was not based on the assessment methods specified
(h) Allegation of bias must be supported by specific examples and supporting evidence;
(i) Other circumstances if the Chair of the Academic & Examination Board or any present Academic & Examination Board member accepts as reasonable.

1.6 The following are invalid grounds for appeal:

(a) Disagreement with the assessment methods approved for the syllabus
(b) Disagreement with the standard required to receive particular grades in the syllabus
(c) Study overload that prevented a higher grade;
(d)Personal and medical problems, which should have been dealt with in EEC, re-sit or deferred assessment;
(e) Financial implications of not passing the syllabus
(f) The student received a higher grade in other modules;
(g)Amount of time, work or effort expended for the assessment
(h) General grievances;
(i) Poor teaching (it can be voiced for feedback, but it cannot be used as grounds for appeal)
(j) The need for additional marks to secure a pass grade
(k) Administrative error or miscalculation, which can be resolved through a direct query;
(l) Family commitments;
(m) Requesting a review or re-mark.

Results Appeal Procedure

1.1 Upon release of results, students who are dissatisfied with the outcome may submit an Academic Appeal Form to the Academic and Operations Management Department. Students are given 7 working days to submit an appeal after the release of assessment results. Only one appeal per assessment is allowed.

1.2 Academic and Operations Management is to acknowledge the receipt of the Academic Appeal Form within 3 working days and proceed to submit the appeal to the Academic Director.

1.3 The Academic Director is to review the appeal request and decide if it is a valid appeal. If the request qualifies for an appeal, a different marker will be designated to reassess the student’s assessment.

1.4 Comments in relation to the re-mark must be stated in the Academic Appeal Form, which would then be circulated to the Academic & Examination Board for review and approval.

1.5 All decisions signed off by the Academic & Examination Board will be final.

1.6 Academic and Operations Management will inform the student of the final decision within 4 weeks for proprietary in-house courses, and 8 weeks for external University partner’s courses from the appeal request.

1.7 For results / awards that are from courses with any external University partner, the School will need to adhere to their appeal process and any decision made by the external University partner will be final.

1.8 The Academic & Examination Board will need to review and approve any changes to any Assessment Results and/or Awards upon the completion of the Appeal Process. This would be documented in the Academic Appeal Form.

Student Feedback and Complaints

Informal Feedback/Complaints Received
- Students who have informal feedback/complaints/concerns can approach student service staff for assistance via the school’s communication channels. Student service staff will attempt to resolve the matter raised amicably.
- If the matter is not resolved, Student service executive will advise student to provide formal feedback.
Formal Feedback/Complaints Received – Students
- Students who wish to provide any official complaints to the School should follow this procedure:
  - Students to provide formal feedback/complaints/concern through submitting the Feedback form via email or in hardcopy, or through the feedback email to feedback@aventisglobal.edu.sg (Aventis Zendesk online ticketing system). For feedback received through the Feedback Form, Student Services will input details of the form into Zendesk online ticketing system manually.
  - Student Services is to acknowledge the feedback/complaint received within 3 working days.
  - Student Service staff will review the complaint and discuss it with relevant parties on the issue(s) raised. A formal investigation will be carried out if necessary.
  - Relevant parties will then propose a solution for the issue raised and Student Services will explain it clearly to the student, in an attempt to resolve the matter raised amicably. This should be done within 12 working days upon receipt of the feedback/complaint.
  - Student should acknowledge the situation whether they are satisfied with the proposed solution. This should be done within 14 working days upon receipt of the Complaint.
  - If the student is not satisfied with the proposed solution, or for any matters that is beyond the Student Service staff’s management, the matter may be escalated up to the General Manager for investigation and resolution within 9 working days of the initial solution proposal date.
    - The decision of the General Manager is final.
    - Final outcome made, including this entire process, should not take more than 21 working days, unless otherwise specified.

Dispute Resolution

1.1 The School will refer the complainant to SSG to start the Mediation-Arbitration Scheme once it has been escalated into a dispute case.

1.2 The dispute procedure generally has 2 stages:

1. Stage 1: Mediation:
  - Singapore Mediation Centre (SMC) is the appointed provider for mediation services.
  - After the feedback/complaint channel has been exhausted with the School the complaint filed with SSG, SSG will refer your case to the SMC for mediation.
  - SMC, together with the School and complainant, will select a mediation date and time, before appointing a mediator. If mediation is successful, a settlement agreement will be drawn up by SMC and endorsed by the respective parties.
  - If mediation is unsuccessful, the complainant may opt to progress to Stage 2, which is arbitration, for a resolution.
2. Stage 2: Arbitration:
  - Singapore Institute of Arbitrators (SIArb) is the appointed provider for arbitration services.
  - The complainant will be required to submit specified forms to SIArb, before SIArb appoints an arbitrator.
  - The School will submit a defence and counterclaim (if any) to SIArb.
  - The complainant will then submit a reply and defence to counterclaim (if any) to SIArb.

The arbitration will be conducted via document submissions only. A hearing will be conducted only if a party specifically requests for a hearing and the appointed arbitrator determines that a physical hearing is necessary. For a documents-only arbitration, the arbitrator will publish a written award within 60 days from the commencement of the arbitration. If a hearing is held, the written award will be published within 90 days from the commencement of the arbitration.

Singapore Mediation Centre (SMC):

Address: 1 Supreme Ct Ln, Singapore 178879

Phone: 6252 4226

Singapore Institute of Arbitrators (SIArb): https://www.siarb.org.sg/contact-us

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Standard PEI-Student Contract

The Standard PEI-Student Contract is a legal-binding contract between Aventis and its students that embodies the following mandatory requirements:

Clear definition of the course details

Full disclosure of all costs for course and miscellaneous fees

Clear definition of the refund policy

All students are required to sign the Standard PEI-Student Contract upon enrolment before making any course fee payment.

Sample of the Standard PEI-Student contract can be found here.

For more information on SSG and Information for PEIs, refer to https://www.tpgateway.gov.sg/

The Standard PEI-Student Contract is a legal-binding contract between Aventis and its students that embodies the following mandatory requirements:

Clear definition of the course details

Full disclosure of all costs for course and miscellaneous fees

Clear definition of the refund policy

All students are required to sign the Standard PEI-Student Contract upon enrolment before making any course fee payment.

Sample of the Standard PEI-Student contract can be found here.

For more information on SSG and Information for PEIs, refer to https://www.tpgateway.gov.sg/