Cancellation and Refund Policy

`This agreement, and the availability of complaints and appeals processes, does not remove the right of the students to take action under Australia's Consumer Protection Laws'

"NOTE: Under Australian law the participating flight training organisations are responsible for any refunds."

1. Purpose of Policy

1.1 The purpose of this policy is to provide transparency in the application and administration of fees and charges, including refunds, managed by the International School of European Aviation (ISEA).

1.2The policy was created and approved on the 24^th October and complies with the Higher Education Support Act 2003 (HESA) and the Education Services for Overseas Students Act 2001 (ESOS).

2. Application & Scope - Exclusions or Special Conditions

2.1 The Fees Policy applies to all ISEA students unless otherwise specified.

2.2For the avoidance of doubt, ISEA students include students enrolled in the following courses:

a) Bacchus Marsh ISEA JAR FCL ATP Course Training;

b) Any other course for which ISEA collects fees from students; and

3. Access to Fees & Charges

3.1 Students are able to access up-to-date fee information upon request to the ISEA enquiries and admissions team either via:

Email: enquiries@isea.edu.au, or

Phone: +612 4252 8833

3.2 In any request for fee information:

a) Students must provide ISEA with their full name, campus that they attend, student number and details of their enquiry

b) The ISEA admissions team will provide the student with an account balance detailing what has been paid and what payments are yet to be made, by way of an electronic document sent to their student email address.

Induction and Testing Fee and the Course Tuition Fees

3.3The tuition fees will be comprised of:

a) the induction and testing fee; and

b) the course tuition fees.

3.4 Changes to course tuition fees may occur if a student:

a) Defers his or her enrolment to an alternate intake; or

b) Transfers from one course to another, including early departure from a course, and change of campus/ location of study.

3.5 Students are required to pay fees in accordance with their final unconditional offer letter no later than 3 weeks prior to commencement of enrolment in the course. The final unconditional offer letter will contain the option to pay the course tuition fees in full or via an instalment plan (see 3.6 and 3.7 below).

Course Tuition Fee Instalment Plan

3.6 ISEA offers students an instalment payment option. ISEA will issue an invoice 4 weeks prior to the due date of each instalment outlining the Instalment due, total payments to date and how much is still owing.

3.7 Students who elect to pay via ISEA's course tuition fee instalment plan must comply with the payment schedule as follows:

3.8 Any student who has an overdue debt to ISEA and does not make full payment shall cease to be entitled to any privileges of ISEA and ISEA may, at its discretion, apply a range of penalties, including:

a) cancellation of enrolment (removes all access rights to any enrolled and/or active course).

b) withdrawing the permission to register for a further session, and/or

c) withdrawing access to services and facilities (email, etc),

d) Inability to access or receive official credentials or documentation,

e) withholding of examination results,

f) inability to access L.U.S.A's final examination and/or accreditation, and/or

g) refusal of permission to attend graduation and receive documentation.

3.9 When fees are not paid in full by the due date late payment fees may apply.

3.10 Students may appeal a penalty for non-payment by setting out the reasons for their appeal in writing to the ISEA Admissions within 20 working days of cancellation of enrolment. Appeal processes are outlined in cancellation letters issued to students.

3.11 A student's enrolment may be reinstated once all outstanding amounts are paid, including any late payment fees.

3.12 When fees are unpaid for more than 6 months from the due date, ISEA may, at its discretion, employ a debt collection agency for the purpose of recovering overdue fees.

Sponsored Students

3.13 ISEA considers a sponsor as a third party, who pays fees and charges on the student's behalf and has a formal agreement for sponsorship with ISEA.

3.14 Students who have private agreements with a third party are NOT considered sponsored students of ISEA

3.15 For sponsored students, ISEA shall invoice the sponsor directly for the student's fees & charges.

3.16 All refunds are made directly to the sponsor, unless alternative reimbursement arrangements are confirmed by the sponsor.

3.17 If the sponsor fails to pay the fees and charges by the due dates ISEA may enforce any of the penalties for non-payment as set out in 3.8 above upon the student.

4. Refunds

4.1 No refunds will be provided after a period of 12 months has expired from the course start date if the student withdraws from the course.

4.2 The induction and testing fee will not be refunded in any circumstances at all.

4.3 Refunds of the course tuition fee may be provided to students in circumstances where the provider is unable to deliver the course or in certain circumstances where a student withdraws from enrolled courses, as set out below.

4.4 Applications for a refund must be submitted on the appropriate refund application form and be accompanied by the required documentary evidence.

4.5 Funds against which a refund application is being made must be credited against the student's account.

Refund for Students

4.6 Students who withdraw with more than three weeks prior to the course starting date may apply for a refund of fees.

4.7 ISEA shall remit the amount of course tuition fees the student has paid for the course if:

a) The student was enrolled three weeks prior to the course starting date; and

b) The ISEA admissions team is satisfied that special circumstances (as defined in section 5) apply to the student; and

c) The student applies in writing to ISEA for a refund of the course tuition fees; and

d) The application is made before the end of the application period unless ISEA waives the requirement that the application be made before the end of that period on the grounds that it would not be, or was not possible for the application to be made before the end of that period.

4.8 An application for a refund of course tuition fees must be paid within 12 calendar months from the day the withdrawal takes effect. The withdrawal MUST be officially recorded with ISEA.

4.9 A refund of the course deposit fee (the first instalment of the course tuition fee) will be made only when:

a) A student is unsuccessful in the aptitude testing; or

b) Student is unsuccessful in the JAR FCL Medical Certificate 1 Testing; or

c) The satellite campus is unable to provide the course for which the student has applied for prior to the date the course is due to commence; or

d) The students has made a formal application but is subsequently refused a student visa from an Australian Diplomatic post.

4.10 A partial refund may be made to a student when he or she is unable to continue study due to special circumstances as outlined in section 5.

4.11 If the course has commenced, but through no fault of the student, ISEA is unable to continue delivery of the course, then the student will be entitled to a refund in accordance to the ESOS Act.

4.12 In cases where an offer was made on the basis of fraudulent documents, ISEA reserves the right to retain all monies paid by the student.

Refund Application Process

4.13 Applications will be assessed by ISEA's admissions team upon receiving the refund application form and all required documentary evidence.

4.14 The student will be notified by ISEA's admissions team of the decision in writing within 6 weeks, provided all relevant documentation has been submitted with the application, which will include advice on refund processes.

4.15 If the student is not satisfied with the decision he/she may apply to ISEA for a review of that decision within 28 calendar days of receiving the original decision. Information about the appeal process will be provided to the student.

Amounts Refunded if Student Withdraws

4.16 Detailed information on the actual amounts refundable in accordance with this policy are available upon request to the ISEA admissions team.

Deferring Students

4.17 In the circumstances where a student applies and is approved by ISEA to defer their studies due to special circumstances, ISEA retain any paid instalments for 12 months from the course commencement date as stated on the offer letter or from when the student first enrolled. If no instalments are retained by ISEA, then ISEA will be unable to reserve the student's place in the course. If a period of 12 months has expired, then a refund of any monies held by ISEA will be made to the student in accordance with the Cancellation and Refund Policy.

4.18 Any funds in credit will be applied towards any fees that are charged when the student continues their studies with the satellite campus.

5. Special Circumstances

5.1 Applications submitted under the special circumstances criteria will be assessed by ISEA's admissions team.

5.2 Special circumstances apply to the student if and only if ISEA is satisfied that circumstances:

a) Are beyond the student's control, which a reasonable person would consider is not due to the student's action or inaction, either direct or indirect, and for which the student is not responsible. This situation must be unusual, uncommon or abnormal, and

b) have not made their full impact on the student on or prior to the due date for payment of the fees, and

c) Make it impracticable for the person to complete the requirements for the course during the period which the student was to undertake the course.

5.3 Circumstances that make it impracticable for the person to complete the requirements for their course may include medical grounds, compassionate grounds, extenuating circumstances or course related circumstances.

Medical Grounds

5.4 Medical grounds, may include, but are not limited to, illness or injury, hospitalisation, treatment programs, exacerbation of existing medical conditions or disability resulting in a person's medical condition changing to such an extent that he or she is unable to continue studying.

Compassionate Grounds

5.5 Compassionate grounds, where a student is affected by suffering or misfortune may include, but are not limited to:

a) Loss or bereavement - such as death of a family member, immediate relative or close friend, family relationship breakdown, or

b) Hardship or trauma - such as sudden loss of income or employment, significant disruption to domestic arrangements, victim of crime.

Extenuating Circumstances

5.6 Applications made under extenuating circumstances of reasonable significance that interfere with the student's ability to meet course requirements may include, but are not limited to:

Carer's responsibilities - where a student has substantial unplanned responsibilities to either members of their immediate family or members of their household who need their care and support.

a) Legal commitments - where a student is called for jury duty or is required to attend a court or tribunal,

b) Military service, or

c) Accidents or natural disasters

Course Related Circumstances

5.7 Course related circumstances, may include but are not limited to circumstances where the provider has changed the unit it had offered and the person is disadvantaged by either not being able to complete the unit, or not being given credit towards other units or courses.

6. Supporting Documentation

6.1 Students applying for a refund shall submit supporting documentation which verifies their eligibility as stipulated in this Section 6. Supporting documentation must be submitted to the ISEA admissions team with the application form in English, or be a certified and signed translation.

6.2 All applications must be supported by appropriate documentation as specified Clauses 6.4 to 6.7.

6.3 Supporting documentation must comply with the criteria set out in these clauses. Applications without supporting documentation will not be approved.

6.4 Supporting documentation must be an original document. In circumstances where this is not possible, a copy of the original document certified by a Justice of the Peace or an Australian diplomat will suffice. All supporting documents should indicate:

a) exact dates of the event or circumstance

b) how this will impact on the assessment.

6.5 Supporting documentation applications on medical grounds includes an original medical certificate (or a certified copy of an original document) which must indicate:

a) the name of the student

b) the date the certificate was written and signed

c) the date on which the doctor considers the student is likely to return to studies

d) the degree of incapacity of the student

e) be addressed to the parties requiring the certificate as evidence of illness

6.6 Supporting documentation on compassionate grounds must include:

a) notification or letter from a registered psychologist

b) death certificate or death notice

c) police report or event number

d) letter from an employer on company letterhead

6.7 Supporting documentation on extenuating circumstances must include:

a)Notification or letter from a registered psychologist

b) police report or event number

c) medical certificate or letter from relevant authority of person requiring caring

d) letter from the armed forces on relevant letterhead

e) letter from an employer on company letterhead

6.8 Where it is not possible to obtain supporting documentation, students must seek advice from the ISEA admissions team before or at the time of lodging the application.

6.9 The submission of fraudulent documentation will be regarded as serious misconduct and will be managed in accordance with the Student Conduct Rules (as set out in the Student Handbook) and associate procedures. The matter may also be referred to the State or Federal Police and/or the Department of Immigration and citizenship.