SERVICE GUARANTEES

CHBTC guarantees that our services and course delivery system is suitable, adequate and effective through consistent continual improvement and evaluation processes. We seek to conform to applicable statutory and regulatory requirements without exception. Our teachers possess the requisite experience, qualifications and competency to conduct the courses.

Our commitment is to always place the welfare of our students first. We match students needs and proficiencies for the courses offered by means of an objective assessment. In accordance with our core values, we will demonstrate honesty, open and ethical behavior in all transactions.

We have in place an appropriate refund policy of the course and other related fees in the event of cancellation, non-completion, termination of course, or breach of the Standard Student Contract.

We seek to provide to the best of our ability, facilities and the necessary support service to enable our students to have a conducive and pleasant experience in their learning.

REFUND POLICY

CHBTC offers a refund of the course and applicable related fees paid (with the exception of registration and course material fees) in the event the student withdraws from the course by written giving notice under the following:

1. Non-commencement by the school of the course without any reason on commencement date;
2. Non-completion by the school of the course without any reason by completion date;
3. Termination by the school of the course without any reason prior to completion date;
4. Breach by the school of our obligations under the Standard Student Contract; or
5. The school or the student is unable to carry on with the course for reasons beyond the control of either (due to Force Majeure).

We offer such refund as soon as practicable after receipt of the written notice by Student but not later than 14 days after.

Refund may also be made in the event the student withdraws for reasons other than the above. In such a case, refund, subject to there being no double claim, is offered within 14 days on receipt of the written notice.

The amount of refund (with the exception of registration and course material fees) is as follows:

The amount of refund of course fees is subject to the student making lump sum payment of the entire course fees. Should the student pay by monthly installment plan, and his/her study term is terminated within the first week of any month, course fees for that particular month remains payable and will not be refunded.

In the event where no prior written notice of withdrawal is given by the student and he/she does not attend the course as scheduled within 14 days, all moneys paid will not be refunded.

TRANSFER/WITHDRAWAL POLICY

A student who transfers from an existing course to a new course shall be considered to have withdrawn from the current course and our refund policy will apply accordingly.

A student who withdraws from CHBTC to enrol with another school/training center shall cease to be our student and in the case of international students, the student pass is non-transferable and shall expire upon the withdrawal. Our refund policy will apply accordingly.

A student will not be allowed to defer his/her course under all circumstances.

Evaluation will be made between the student and CHBTC to understand the reason(s) for withdrawal and where appropriate to offer alternative courses to the student. Students with medical conditions or genuine financial difficulties may support their claims with documentary evidence to CHBTC for consideration and any decision made by the Dean of Students shall be final.

FEEDBACK AND GRIEVANCE PROCEDURE

CHBTC values students' feedback and thus have put in place a system to document grievance and feedback cases.

Our grievance and feedback channels include:

We treat any student grievance as important feedback to us. We have staff assigned to manage student welfare including handling grievances and complaints. Our interim response is within 24 hours. Depending on the complexity of the case, our response time is within 14 working days. If the assigned staff is unable to solve the complaint amicably, students are referred to the Dean of Students and thereupon to the Deputy Principal. In the event any dispute is still unsettled, it may be referred to the Singapore CASE Mediation Centre for mediation.

STANDARD STUDENT CONTRACT

All students seeking to enroll in CHBTC will enter into a Standard Student Contract with the school. This is part of the requirements of CaseTrust for Education, Singapore (the CaseTrust for Education scheme has been customized specifically by the Consumers' Association of Singapore (CASE) for the education industry in Singapore. The scheme seeks to enhance the confidence of international students and their parents in the quality of education in Singapore and ensures proper systems and practices are in place to look after the welfare and interest of international students in Singapore.)

A copy of the Standard Student Contract is available for inspection upon request.

For more information, you may log onto the following link: http://www.case.org.sg/casetrust5.htm

STUDENT PROTECTION SCHEME

The Student Protection Scheme (SPS) developed by CASE TRUST, is to protect both international and local students' fees in the event of a Private Education Organization (PEO) inability to continue operations due to insolvency and/or regulatory closure. Furthermore, the SPS protects the student if the PEO fails to pay penalties or return fees to students arising from judgments made against it by CASE and/or the Singapore Courts.

CHBTC hereby confirms and undertakes to the Student that it has in place a Student Protection Scheme for both international and local students as stipulated by the Consumers Association of Singapore (CASE) (the "SPS") by way of a Student Tuition Fee Account (Escrow) pursuant to the terms and conditions of the CASE-PEO Agreement dated January 20, 2005 made between CASE and the PEO. SPS is compulsory for international students but local students may opt-in or opt-out of this scheme.

For more information, you may log onto the following link: http://www.case.org.sg/casetrust5.htm

Tuition Fees

For international students, payment of tuition fees can be made to the Escrow account by cheque, Internet banking, telegraphic transfer or at any DBS or POSB ATM. All payment must be made in Singapore dollars. Local students can make their payment to the Escrow account, or directly to CHBTC in the form of cash, cheque (made payable to "City Harvest Church"), Nets, Internet banking or at the AXS machine (located in the church building at Jurong West or Expo Hall 8 only). Official receipts will be issued the following week once payment has been made.

Non-tuition Fees

Payment of non-tuition fees, such as the registration fee, must be made directly to CHBTC in the form of cash, cheque (made payable to "City Harvest Church"), Nets, Internet banking, or at the AXS Stations located at the church building in Jurong West (Level 4) or Expo Hall 8. Official receipts will be issued the following week once payment has been made.

ACCURACY OF CHARGING

CHBTC is committed to fair and ethical practices and to the avoidance of over or under charging of course and related fees.

Our list of course fees is clearly reflected in this Web site and the breakdown is available in each Standard Student Contract.

Welfare of students is our primary concern and students may apply for sponsorship via this website or through CHBTC staff. The award of sponsorship, shall, however, be on a wholly discretionary case-by-case basis where the decision of CHBTC shall be final.

CONFIDENTIALITY OF STUDENT DATA

CHBTC is committed to maintaining the confidentiality of the student's personal information and undertakes not to divulge any of the student's personal information to any third party without the written consent of the student.

The confidentiality undertaking has the following exceptions:

1. All records are available to the administrator, faculty and staff of CHBTC, having legitimate educational concerns.
   
   
2. Appropriate information would be released to medical personnel should the health of the student or others be endangered by the withholding of information.
   
   
3. Specific data would be given to the governmental officials and agencies designated by law, or in compliance with a judicial order, including but not limited to the application and process of student pass for international students.
   
   
4. Appropriate information may be released for the orientation and practical training program of students.

1. Face-to-face feedback with any of the CHBTC staff during class hours.
   
   
2. Telephone communication (+65 6794 0016), Tuesday to Friday from 9 a.m. to 6 p.m.
   
   
3. Written communication via e-mail to chbtc@chc.org.sg or fax (+65 6791 3671) or post to Raffles City, P.O. Box 0625 Singapore 911721.