Refund Policy
1. Preamble
This Refund, Withdrawal, Transfer and Appeals Policy ("Policy") is promulgated by First Aid and Healthcare Academy (UEN: 201500607E) ("the Academy", "we", "us", "our") to delineate the terms and conditions governing refunds, withdrawals, transfers and appeals related to our training courses. This Policy shall be binding upon all fee-paying learners, both local and international, who enrol in any course offered by the Academy.
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2. Definitions
For the purposes of this Policy, the following terms shall have the meanings ascribed to them:
"Learner" refers to any individual enrolled in or applying for any course, training or programme offered by the Academy.
"Course Fees" refers to the pecuniary consideration for a specific training course, inclusive of all applicable taxes and charges.
"Commencement Date" refers to the official starting date of a course or training as stipulated by the Academy.
"Not Yet Competent" (NYC) refers to an assessment outcome indicating that a Learner has not yet demonstrated the required competencies for a particular unit or course.
"Client" refers to any corporate entity, organisation or employer that sponsors or enrols its employees or representatives in any course offered by the Academy.
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3. Course Fees and Payment
3.1 All Learners are obligated to remit Course Fees as stipulated in the Terms and Conditions and by the date(s) advised by the Academy.
3.2 Failure to remit Course Fees by the stipulated deadline may result in the Learner's enrolment being terminated or suspended, at the sole discretion of the Academy.
3.3 In instances where funding is not procured by SkillsFuture Singapore (SSG), the Academy reserves the right to claw back fully from the Learner or Client any subsidies, grants or other financial assistance that was initially extended on the assumption of SSG funding. This clawback shall be executed within thirty (30) calendar days of notification of the funding rejection or non-procurement.
3.4 The Academy reserves the right to adjust Course Fees from time to time. Any changes in Course Fees will be communicated to Learners in writing at least thirty (30) calendar days before implementation.
3.5 Where a Learner fails to achieve the minimum attendance requirement prescribed by the relevant accrediting body or government agency, resulting in the non-disbursement of funding by SkillsFuture Singapore (SSG), the Learner or Client shall be liable for the full course fee before any subsidies.
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4. Refund Policy
4.1 Unconditional Refund: The Academy shall provide an unconditional refund to Learners in the event the Academy abrogates their enrolled course.
4.2 Course Fees Refund: Course Fees paid are refundable subject to the following conditions:
(a) 100% Refund: If the Learner's written notice of deferment, transfer or withdrawal is received by the Academy fourteen (14) or more calendar days before the Commencement Date.
(b) 50% Refund: If the Learner's written notice of deferment, transfer or withdrawal is received by the Academy between seven (7) and thirteen (13) calendar days before the Commencement Date.
(c) 0% Refund: If the Learner's written notice of deferment, transfer or withdrawal is received less than seven (7) calendar days before the Commencement Date or after the course has commenced.
4.3 Refund Process:
(a) All refund requests must be submitted in writing to the Academy via email at course@1st.sg.
(b) Refunds shall be processed within twenty-one (21) working days upon receipt of the written notice and all required documentation.
(c) Refunds shall be made via the original payment method, where possible. If not possible, an alternative refund method shall be agreed upon with the Learner.
(d) Where Course Fees were partially or fully paid using SkillsFuture Credit, the refunded amount attributable to SkillsFuture Credit shall be returned directly to the Learner's SkillsFuture Credit account in accordance with the prevailing guidelines issued by SkillsFuture Singapore (SSG).
4.4 Non-refundable Fees:
Application fees, registration fees and any other administrative fees as specified in the course details are non-refundable under any circumstances.
4.5 Exceptional Circumstances:
(a) In cases of serious illness, bereavement or other exceptional circumstances preventing the Learner from commencing or continuing the course, the Academy may, at its sole discretion, offer a pro-rata refund or credit towards future courses.
(b) Such requests must be supported by relevant documentary evidence (e.g. medical certificates, death certificates) and shall be assessed on a case-by-case basis.
(c) Requests under this Clause must be submitted within fourteen (14) calendar days of the occurrence of the exceptional circumstance.
4.6 Discretionary Refunds:
(a) In alignment with the Academy's dedication to service excellence, the decision to provide refunds for a Learner and/or Client under specific hardship conditions rests with the Academy's management.
(b) Management shall exercise this discretion, considering the Academy's policies and the individual circumstances of the request.
4.7 No-Show Policy:
(a) Learners who fail to attend a course without prior written notice shall be deemed to have forfeited their enrolment and shall not be entitled to any refund, transfer or deferment.
(b) In the case of employer-sponsored Learners, the Academy shall notify the sponsoring employer of the Learner's non-attendance and the forfeiture of Course Fees.
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5. Withdrawals and Transfers Policy
5.1 All withdrawals and transfers shall adhere to the aforementioned clauses on refunds.
5.2 Withdrawal and Transfer Process:
(a) Requests for withdrawals or transfers must be made in writing to the Academy via email at course@1st.sg.
(b) The Academy shall be responsible for reviewing and approving such requests.
(c) The Learner shall be informed of the outcome within fourteen (14) calendar days of the receipt of the withdrawal or transfer request.
(d) The withdrawal or transfer process shall take approximately four (4) to six (6) weeks to complete upon receipt of notice.
5.3 Course Transfers:
(a) If a Learner wishes to switch between courses, this shall be treated as a course transfer, which involves withdrawal from one course and enrolment into another.
(b) In the case of a course transfer, the Learner shall be guided through the process of withdrawing from the current course and enrolling in the new one.
(c) The Academy shall evaluate each request to ensure that all requirements are met and that the Learner's transition is as smooth as possible.
(d) Where the Course Fees for the new course exceed those of the original course, the Learner shall be liable for the difference. Where the Course Fees for the new course are lower, the balance shall be refunded in accordance with Clause 4.3.
5.4 Deferment:
(a) A Learner may request to defer their course enrolment to a later date, subject to availability and the Academy's approval.
(b) Deferments are permitted once per enrolment. A second request for deferment shall be treated as a withdrawal and the refund conditions set out in Clause 4.2 shall apply.
(c) Deferred enrolment must be utilised within six (6) months from the original Commencement Date, failing which the enrolment shall be deemed to have lapsed and no refund shall be payable.
5.5 Counselling Session:
(a) In the event of any withdrawal or transfer, a counselling session may be held between the Learner and the Academy's designated staff.
(b) The purpose of this session is to understand the reasons for withdrawal or transfer and, where appropriate, to offer alternative courses to the Learner.
(c) The Learner shall make the final decision on whether to remain with the Academy or to proceed with the withdrawal or transfer.
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6. Appeals Procedure for Not Yet Competent (NYC) Cases
6.1 Right to Appeal:
Any Learner receiving a "Not Yet Competent" (NYC) result shall possess an unassailable right to challenge the accuracy of the assessment result or to request a re-evaluation of their performance.
6.2 Appeal Process:
(a) All appeals must be submitted in writing, either by letter or email, addressed to the Academy at course@1st.sg.
(b) Appeals must be lodged within five (5) working days from the assessment date.
(c) The appeal shall clearly state the reasons or the specific aspects of the assessment that the Learner believes require reconsideration.
6.3 Internal Review and Clarification:
(a) Upon receipt of an appeal, a thorough internal review and clarification process shall be initiated.
(b) This process involves a detailed feedback session with the Learner where the Assessor discusses and describes the Learner's performance, clarifying the areas that led to the determination of "Not Yet Competent."
(c) Prior to the feedback session, the Assessor shall re-examine the Learner's submission against the assessment criteria to ensure that all aspects of the Learner's performance have been accurately and reasonably evaluated.
(d) The Assessor shall furnish a written report to the Academy's management, chronicling the discourse held with the Learner.
6.4 Reassessment Option:
(a) A Learner shall be allowed to undergo the assessment again, this time with the evaluation conducted by an alternate qualified assessor.
(b) This procedure verifies the original evaluation and offers the Learner an assessment from a new viewpoint.
(c) To request a reassessment, the Learner must submit an Assessment Retest form and pay an administrative fee of SGD 100.00, excluding GST.
6.5 Subsequent "Not Yet Competent" Outcome:
In instances where a Learner is evaluated as "Not Yet Competent" following a second evaluation, the Academy provides a supportive pathway forward:
(a) The Learner shall be offered the opportunity to re-enrol in the course at a later date, allowing for additional study time and preparation.
(b) This alternative course date is intended to allow the Learner to consolidate their learning, address any gaps in knowledge or skills, and approach the training course with a fresh perspective.
(c) Re-enrolment under this Clause shall be subject to availability and the Learner shall be required to pay the prevailing Course Fees at the time of re-enrolment.
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7. Force Majeure
7.1 The Academy shall not be liable for any failure or delay in the conduct of any course resulting from circumstances beyond its reasonable control, including but not limited to natural disasters, pandemics, epidemics, government-imposed restrictions, acts of God, civil unrest, industrial action, power failures or disruptions to public infrastructure.
7.2 In the event that a course is cancelled or postponed due to force majeure, the Academy shall offer affected Learners the option of enrolling in an alternative course date or receiving a full refund of Course Fees paid.
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8. Limitation of Liability
8.1 The Academy's liability for any loss or damage suffered by a Learner in connection with this Policy or any course shall be limited to the amount of Course Fees paid by the Learner.
8.2 The Academy shall not be liable for any indirect, incidental, special or consequential damages arising out of or in connection with the Learner's participation in any course.
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9. Feedback and Complaints
9.1 The Academy welcomes feedback from Learners and is committed to addressing any concerns or complaints in a fair, timely and transparent manner.
9.2 Learners who wish to provide feedback or lodge a complaint may do so by writing to the Academy at course@1st.sg.
9.3 The Academy shall acknowledge receipt of any complaint within five (5) working days and shall endeavour to resolve the matter within twenty-one (21) working days.
9.4 Where the Learner is not satisfied with the outcome, the Learner may request that the matter be escalated to the Academy's management for further review.
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10. Amendments to this Policy
The Academy reserves the right to modify this Policy at any time. Any changes to this Policy shall be posted on our website with the updated effective date. Continued enrolment in our courses following the posting of changes constitutes acceptance of those changes.
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11. Governing Law and Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of the Republic of Singapore. Any dispute arising out of or in connection with this Policy, including any question regarding its existence, validity or termination, shall be referred to and finally resolved by the courts of Singapore, and the parties hereby submit to the exclusive jurisdiction of the Singapore courts.
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12. Severability
If any provision of this Policy is held to be invalid or unenforceable, such provision shall be struck and the remaining provisions shall be enforced to the fullest extent under law. The interpretation and application of this Policy shall be at the sole discretion of First Aid and Healthcare Academy, subject to applicable laws and regulations.
Last updated: March 2026