Policy Statements


The School shall have a fair and reasonable Late Payment Policy for any payments made.

The School adopts the Late Payment Policy as per Clause 1.4 of the Student Contract as set out by CPE.

The Late Payment Policy shall be clearly communicated to all its students via the website, student contract and student handbook.

The Late Payment Policy shall be clearly explained to all students and prospective students.

The School shall regularly review the Late Payment Policy to ensure that it remains fair to students.

Late Payment Policy


All course fees must be paid before or by the scheduled due dates which are reflected in Schedule B of the Student Contract The School considers payment made 5 days after the schedule due date(s) in Schedule B (as per the Student Contact) as late. A late payment fee of S$200.00 (reflected in Schedule C) may be imposed if payment is received 5 working days after the schedules due dates. Failure to comply may lead to withdrawal of student’s enrollment. The School reserves the rights to make amendments to the terms and conditions of the policy. All decisions of the School’s Management are final.

Policy Statements

a) upGrad Institute shall ensure a fair and reasonable refund policy for any payments made.

b) Time taken to process all refunds requests will be done within 7 working days.

c) Computation of the refund amount is to be communicated to the students.

d) upGrad Institute adopts the Refund Policy as per Student Contract set out by CPE. This Policy will act as a framework in guiding the implementation of detailed refund processes and procedures in the following areas:-

• Refund for Withdrawal Due to Non-Delivery of Course

• Refund for Withdrawal Due to Other Reasons

• Cooling off Period

e) upGrad Institute’s Refund Policy as per clauses in the Standard Student Contract: 

Refund for Withdrawal Due to Non-Delivery of Course:

upGrad Institute will notify the Student within three (3) working days upon knowledge of any of the following:

(i) It does not commence the Course on the Course Commencement Date;

(ii) It terminates the Course before the Course Commencement Date;

(iii) It does not complete the Course by the Course Completion Date;

(iv) It terminates the Course before the Course Completion Date;

(v) It has not ensured that the Student meets the course entry or matriculation requirement as set by the organisation stated in Schedule A of the standard student contract within any stipulated timeline set by CPE; or

(vi) The Student’s Pass application is rejected by Immigration and Checkpoints Authority (ICA).

The Student should be informed in writing of alternative study arrangements (if any), and also be entitled to a refund of the entire Course Fees and Miscellaneous Fees already paid should the Student decide to withdraw, within seven (7) working days of the above notice.

Refund for Withdrawal Due to Other Reasons:

If the Student withdraws from the Course for any reason other than those stated under the Refund for Withdrawal Due to Non-Delivery of Course (reflected in Clause 2.1 of the Standard Student Contract), upGrad Institute will, within seven (7) working days of receiving the Student’s written notice of withdrawal, refund to the Student an amount based on the table in Schedule D of the Standard Student Contract.

Refund During Cooling-Off Period:

upGrad Institute will provide the Student with a cooling-off period of seven (7) working days after the date that the Contract has been signed by both parties.

The Student will be refunded the highest percentage (stated in Schedule D of the Standard Student Contract) of the fees already paid if the Student submits a written notice of withdrawal to upGrad Institute within the cooling-off period, regardless of whether the Student has started the course or not.

Refund Table:

f) Non Refundable Fees: All Miscellaneous Fees stated in Schedule C of the Student Contract

g) The refund policy shall be clearly communicated to all its students via the website, student contract and student handbook.

h) The refund policy shall be clearly explained to all students and prospective students.

i) upGrad Institute shall regularly review the refund policy to ensure that it remains fair to students.

Click here to download the Student Refund Procedures.

Refund Chart

Click here to download the Refund Request Form.

Policy Statements

a) The policy on transfer/withdrawal:

• A student who requests for an internal course transfer within upGrad Institute must have their existing contract terminated. A new student contract will be signed based on the procedures for executing student contracts. The Refund Policy shall apply unless as otherwise agreed between the School and the Student.

• All request must be made in writing. Verbal notice is not accepted.

• The student must also fulfill all the admissions criteria of the new course and will be subjected to the School’s student selection and admission procedures.

• Students under the age of 18 years old are to obtain parent’s / legal guardian’s consent in writing for course transfer / withdrawal request.

• A student who withdraws from upGrad Institute to enroll with another school (i.e. discontinues all its courses with the school) shall be deemed to have withdrawn from upGrad Institute and the refund policy and procedures shall apply.

• As the School does not allow deferment, all deferment will be treated as withdrawal.

b) Conditions for granting of Transfer and Withdrawal:

• All outstanding fees must be settled prior to request for withdrawal and/or transfer.

• Student to fill in Course Transfer / Withdrawal Request Form, including submission of any supporting documents and adhering to the process as stated in the Course Transfer and Withdrawal Procedures

• Student must go through a counseling session (as and when required and deemed necessary by the School) by upGrad Institute’s appointed staff to establish the reasons for a transfer / withdrawal before the application can be processed.

c) Conditions for Refund

upGrad Institute’s Refund Policy shall apply for all qualified refunds. Students are to refer to the upGrad Institute’s Refund Policy and the Standard Student Contract for further details.

Refund Table:

d) Student Pass Status

For Course Transfer

For Student’s Pass holder, course transfer is subject to ICA’s approval of the new Student’s Pass. In the event that an application pertaining to transfer is rejected by ICA, the following scenario will happen:

Student can choose to continue studying with the current course.

a) Appeal to ICA.
b) Withdraw from current course and Student’s Pass is to be cancelled within 7 days.
c) All transfers will be processed via ICA’s Solar+ System.

For Course Withdrawals:
Student’s Pass holder is required to submit his / her and Student’s Pass to the School for transferring of Student’s Pass with ICA.

e) Timeframe for assessing and processing transfer / withdrawal cases

The entire transfer / withdrawal process, from date of application to notifying student of final outcome (including internal appeals), should not be more than 4 weeks. If the final outcome is not in favor of the applicant and applicant do not accept the results, respective staffs are to handle each situation according to upGrad Institute’s dispute resolution policy.

Click here to download the Student Course Transfer Procedures.

Transfer Chart

Click here to download the Course Transfer Request Form.

Policy Statements

a) The policy on transfer/withdrawal:

• A student who requests for an internal course transfer within upGrad Institute must have their existing contract terminated. A new student contract will be signed based on the procedures for executing student contracts. The Refund Policy shall apply unless as otherwise agreed between the School and the Student.

• A student who transfers from his/her current course to another course within upGrad Institute shall be deemed to have withdrawn from the Course and the Refund Policy shall apply unless as otherwise agreed between upGrad Institute and the Student.

• All request must be made in writing. Verbal notice is not accepted.

• The student must also fulfill all the admissions criteria of the new course and will be subjected to the School’s student selection and admission procedures.

• Students under the age of 18 years old are to obtain parent’s / legal guardian’s consent in writing for course transfer / withdrawal request.

• The student must also fulfill all the admissions criteria of the new course and will be subjected to upGrad Institute’s student selection and admission procedures.

• A student who withdraws from upGrad Institute to enroll with another school (i.e. discontinues all its courses with the school)shall be deemed to have withdrawn from upGrad Institute and the refund policy and procedures shall apply.

• As the School does not allow deferment, all deferment will be treated as withdrawal.

b) Conditions for granting of Transfer and Withdrawal:

• All outstanding fees must be settled prior to request for withdrawal and/or transfer

• Student to fill in Course Transfer / Withdrawal Request Form, including getting approval from the necessary personal in charge of the withdrawal interview and student pass cancellation.

• Student must go through a counseling session (as and when required and deemed necessary by the School) by upGrad Institute’s appointed staff to establish the reasons for a transfer/withdrawal before the application can be processed.

c) Conditions for Refund

upGrad Institute ’s Refund Policy shall apply for all qualified refunds. Students are to refer to the upGrad Institute’s Refund Policy and the Standard Student Contract for further details.

Refund Table:

d) Student Pass Status

For Course Transfer

For Student’s Pass holder, course transfer is subject to ICA’s approval of the new Student’s Pass.

In the event that an application pertaining to transfer is rejected by ICA, the following scenario will happen:

1. Student can choose to continue studying with the current course.

2. Appeal to ICA

3. Withdraw from current course and Student’s Pass is to be cancelled within 7 days

All transfers will be processed via ICA’s Solar+ System.

For Course Withdrawals

Student’s Pass holder is required to submit his / her and Student’s Pass to the School for cancellation of Student’s Pass with ICA.

e) Timeframe for assessing and processing transfer / withdrawal cases

The entire transfer / withdrawal process, from date of application to notifying student of final outcome (including internal appeals), should not be more than 4 weeks. If the final outcome is not in favor of the applicant and applicant do not accept the results, respective staffs are to handle each situation according to upGrad Institute’s dispute resolution policy.

Click here to download the Student Course Withdrawal Procedures.

Withdrawal Chart

Click here to download the Course Withdrawal Request Form.

Policy Statements

1. Handling of Feedbacks and Complaints

1.1  Feedbacks can be received through:

• Emails

• Feedback Forms

• Letters

• Meetings or

• Telephone Correspondences

1.2  upGrad Institute is to seek feedback from its key stakeholders and external partners for continual improvement of its systems and processes.

1.3  All feedbacks and complaints must be properly recorded and /or documented. Any correspondence (including actions taken) between the School and the student must be annexed as evidences. This is to ensure that any staffs handling the case are kept aware of the progress / outcomes.

1.4  In the event of any appeals for repeats, suspension, expulsion and awards, upGrad Institute’s Dispute Policy and Process shall follow.

1.5  It is the responsibility of the Programme Executive to notify relevant departments of any feedbacks and complaints.

1.6  Students must be kept informed of the status of their feedback / complaints.

1.7  Programme Executive is to respond to respective students within 3 working days of receipt of the feedback / complaint.

1.8  Programme Executive will then propose a solution for the issue raised and explain it clearly to the student within 7 working days upon discussion.

1.9  All feedbacks / complaints must be resolved within 21 working days. In the event that the deadline is not adhered to, respective students must be notified and the reasons with regards to the delay must be made known.

1.10  All feedback and complaints are to be evaluated, and improvements to be made in response to them. Such improvements are to be documented for re-evaluation after its implementation, and the complainant/person giving feedback will be informed.

2. Review of Feedback and Complaints Management System

2.1  The Management Team will review all feedbacks and complaints on an annual basis. This is to be documented in a report format.

2.2  Management Team will also use this review as a platform for reviewing the Feedback and Complaints Management System. The Management Team is to use the points discussed within the review and evaluate how the system can be improved

2.3  The Management Team is to regularly review the Feedback and Complaints Management System, Communication Channels, Policy and Procedures within the School, and see how they can be improved.

3. Alternate Remedies in Dispute Resolution

In the event that upGrad Institute and the student cannot come to an agreement or the student does not accept the final decision made by the School’s Management Team, they will be referred to Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb) through CPE Student Services Centre for mediation.

Notes and Guidelines for Dispute Resolution Procedure: –

Student Feedback and Complaints

upGrad Institute communicates the Student Feedback and Complaints procedures through the following channels:-

• upGrad Institute’s Official Website

• Student Handbook

• Student Orientation Programme

• Pre-course Counselling

Students that wish to provide any feedbacks and complaints to upGrad Institute should adhere to the following procedure:-

• Students are to approach any staff to request for a Feedback Form

• Programme Executive is to notify students of their acknowledgement of the Feedback /  Complaint received. This should be done within 3 working days.

• Programme Executive will review the feedback / complaint and discuss it with relevant parties on issue raised. A formal investigation will be carried out if necessary.

• Programme Executive will then propose a solution for the issue raised and explain it clearly to the student within 7 working days.

• The student should acknowledge the situation if he / she accepts or is satisfied with the proposed solution.

• If the student is not satisfied with the proposed solution, he / she can escalate the matter up to the School’s Principal/Director. The School’s Principal/Director will investigate the case and take necessary actions to resolve it.

• The student will be notified of the outcome and if he / she accepts it, the student will acknowledge on the form and the case will be considered close.

• If the student is still not satisfied with the outcome / decision, he / she can then contact the relevant external agencies below for dispute resolutions through CPE student Service Centre:

       1. Singapore Mediation Centre (SMC)

       2. Singapore Institute of Arbitrators (SIArb)

This entire process should not take more than 21 working days.

Dispute Chart