ICAN LEARNING CENTRE

  • REFUND POLICY

This Refund Policy forms part of the Service Agreement & Terms and Conditions between ICAN Learning Centre (“Party 1”) and the Client (“Party 2”). It sets out the conditions under which refunds or service credits may be granted.

1. GENERAL PRINCIPLE

All payments made to ICAN Learning Centre are generally non-refundable. However, the Centre recognises that exceptional circumstances may arise, and refunds or service credits may be granted under the specific conditions set out in this Policy.

2. CONDITIONS ELIGIBLE FOR REFUND

Refunds shall be considered in the following circumstances:

  • (a) Scheduling Error by Party 1
    If a session is cancelled, rescheduled, or incorrectly booked due to an administrative or operational error on the part of Party 1, the Client shall be entitled to either:
    • Instructor unavailability
    • Technical or operational issues
    • Force majeure events
    • Other legitimate operational requirements
  • (b) Programme Cancellation or Instructor Unavailability
    If Party 1 discontinues or cancels a programme, or is unable to provide a replacement instructor for a sustained period, a pro-rated refund shall be issued for all unused sessions or programme portions.
  • (c) Proven Medical Emergency
    In the event that the enrolled student experiences a serious medical condition preventing continued participation, a partial or full refund may be granted upon submission of valid medical documentation (e.g., a doctor’s letter or hospital record). Each case shall be reviewed individually at the discretion of Party 1’s management.
  • (d) Technical Issues Preventing Course Delivery by Party 1
    If a technical failure attributable to Party 1’s systems prevents the delivery of a session, the Client shall be offered a make-up session or service credit. Should neither option be feasible, a refund for the affected session(s) may be issued.
  • (e) Duplicate or Erroneous Payment
    If Party 2 makes a duplicate payment or an erroneous transaction is confirmed, the excess amount shall be fully refunded within 14 (fourteen) business days of verification.

3. CONDITIONS NOT ELIGIBLE FOR REFUND

  • Refunds shall not be granted in the following cases:

    • Voluntary withdrawal or change of mind after enrollment confirmation;
    • Personal schedule conflicts or absenteeism without prior notice;
    • Dissatisfaction with learning outcomes where services have been duly delivered;
    • Failure to meet programme prerequisites or academic requirements;
    • Sessions expired due to the lapse of the Validity Period;
    • Termination of services resulting from a violation of Party 2’s obligations;
    • Refund requests submitted beyond 7 (seven) calendar days from the date of the incident giving rise to the claim.

4. REFUND CALCULATION

Where a refund is approved, the refund amount shall be calculated based on the number of unused sessions remaining. Administrative or processing fees may be deducted where applicable, and shall be communicated to Party 2 prior to processing.

5. REFUND REQUEST PROCEDURE

  • To initiate a refund request, Party 2 must:

    1. Submit a written request to Party 1 via official email or in person at the Centre’s administrative office;
    2. Include the full name of the enrolled student, proof of payment, and a clear description of the grounds for the refund;
    3. Attach any relevant supporting documentation.

Party 1 shall review and respond to refund requests within 7 (seven) business days of receiving complete documentation. Approved refunds shall be processed within 7–30 (seven to thirty) business days thereafter, depending on the payment method.

Party 1 reserves the right to make the final determination on all refund decisions.