• Applicants will start the application process by filling in the application form online.

• If students are required to complete a pre-admission test, the test would be administered online. Upon completion of the test, the applicant would know immediately if he/she has passed the admission test. If an applicant fails the test, he/she can proceed to re-do the test again.

• Applicants will be able to login to the application platform. They will receive a Pre-Course Counselling Checklist, provisional offer letter and a link to proceed to pay the application fee. Applicants will be asked to submit all supporting documents, and also to pay the application fee.  A receipt will be issued to the applicant upon successful payment of the application fee. The Documents Verification Team will verify the originality of relevant supporting documents on video to ensure they meet the course eligibility criteria, and the Admissions Senior Manager will indicate its completion on the Student Selection and Admission Checklist. Applicants will receive the Form 12 Advisory Note and Student Contract through email to sign digitally.

• In case the eligibility criteria are not met, or the required documents are not submitted by the mentioned due date or if discrepancies are found between the application and submitted documents including but not limiting to wrong details about applicant’s grades or any other incorrect information provided in the application, the applicant’s admission may be cancelled or deferred.

• For courses from the external academic partner, the Admissions Senior Manager will ensure that approval is obtained from the academic partner, before proceeding with the applicant’s admissions process, if applicable.

Note: For students that are starting the course after the course commencement date, the student needs to sign on a Late Enrolment Declaration Form.

• If an applicant is below 18 years old, a Parent/Guardian is required to sign on the applicant’s behalf.

• In the event the applicant does not meet the course requirements during application, they will receive a rejection message and will not be able to proceed with application.

• In the event the applicant successfully applied but did not meet the course requirements upon documents verification, they will receive an email rejection for the course.

• For International Students, the Admissions Senior Manager will apply for Student Pass via the ICA SOLAR + System and complete the required fields accordingly.

• The Admissions Senior Manager shall then inform students when the School has received the In-Principle Approval Letter (IPA) for the Student Pass, along with the following information:

  • Course Start Date

  • Medical Checkup (if applicable)

  • ICA Formalities and collection of student pass (when ready)

Note: Should the student pass application be rejected, an appeal would be submitted if it is agreeable by the applicant. If the appeal is not successful, further discussions to be made with the applicant on the follow up action to either appeal again or terminate the admission process.

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 2.5 of the Student Contract as set out by SSG. The Late Payment Policy shall be clearly communicated to all its students via the website, student contract and student manual. 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 it remains fair to students.

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 Contract) as late. Access to the course may be revoked if payment is received 5 working days after the scheduled due dates. Failure to comply may lead to withdrawal of student’s enrolment. 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.

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

The whole refund process should not take more than 7 working days, from date of application to disbursement of funds to the student.

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

upGrad Institute is to maintain a List of Refunds, which is to be updated after processing of the refund.

upGrad Institute adopts the Refund Policy as per the Standard PEI-Student Contract as set out by SSG. This Policy will act as a framework in guiding the terms and conditions and implementation of detailed refund processes and procedures.                    

upGrad Institute Refund Policy as per clauses in the Standard PEI-Student Contract:     

upGrad Institute will notify the Student in writing within three (3) working days after becoming aware of any of the following (each a “Refund Event”):

• It cannot commence the provision of the Course on the Course Commencement Date;

• It cannot complete the provision of the Course by the Course Completion Date;

• The Course will be terminated before the Course Completion Date;

• The Student does not meet the course entry or matriculation requirements as stated in Schedule A; or

• The Immigration & Checkpoints Authority of Singapore (the “ICA”) rejects the Student’s application for the Student Pass.

Where any of the Refund Events in Clause 3.1(a) to (c) of the Standard PEI-Student Contract has occurred:

• upGrad Institute shall use reasonable efforts to make alternative study arrangements for the Student and shall propose such alternative study arrangements in writing to the Contracting Party, within ten (10) working days of informing the Contracting Party of the Refund Event.

• If the Contracting Party accepts such alternative study arrangements, upGrad Institute shall set forth such alternative study arrangements in a written contract and this Contract shall automatically terminate on the date that such new written contract comes into effect.

• If the PEI does not propose alternative study arrangements to the Contracting Party within the time stipulated in Clause 3.2(a) of the Standard PEI-Student Contract, or the Contracting Party does not accept such alternative study arrangements, the Contracting Party may forthwith terminate this Contract by way of a written notice to the PEI.

Where any of the Refund Events in Clauses 3.1(d) to (e) has occurred, upGrad shall forthwith terminate this Contract by way of a written notice to the Contracting Party.

If the Contract is terminated pursuant to Clause 3.2(b) read with Clause 3.1(a), upGrad shall refund all Course Fees and Miscellaneous Fees paid by the Contracting Party within seven (7) working days of the termination.

If the Contract is terminated pursuant to Clause 3.2(b) read with either Clause 3.1(b) or Clause 3.1(c), upGrad Institute shall refund the Course Fees and Miscellaneous Fees in proportion to the uncompleted portion or duration of the Course, whichever is higher, to the Contracting Party within seven (7) working days of the termination.

If the Contract is terminated pursuant to Clause 3.3 or Clause 3.2(c) read with Clause 3.1(a), upGrad Institute shall refund all Course Fees and Miscellaneous Fees paid by the Contracting Party within seven (7) working days of the termination.

If the Contract is terminated pursuant to Clause 3.2(c) read with either Clause 3.1(b) or Clause 3.1(c), upGrad Institute shall refund the Course Fees and Miscellaneous Fees in proportion to the uncompleted portion or duration of the Course, whichever is higher, to the Contracting Party within seven (7) working days of the termination.

Refund for Withdrawal During the Cooling-Off Period:

Notwithstanding anything herein contained, the Contracting Party shall be entitled to, without any liability whatsoever to upGrad Institute, forthwith terminate the Contract at any time within the Cooling-Off Period (10 calendar days) by way of a written notice to upGrad Institute. upGrad shall return all Course Fees and Miscellaneous Fees paid to it within seven (7) working days of the receipt of the written notice.

Refund for Withdrawal Outside the Cooling-Off Period:

Without prejudice to Clauses 3.1 to 3.8 above, the Contracting Party may terminate the Contract at any time before the Course Completion Date by providing a written notice to upGrad. Upon receipt of such notice, upGrad Institute shall within seven (7) working days, refund to the Contracting Party such amount (if any) as determined in accordance with Schedule D.

Refund Table:

Non Refundable Fees:

• Application Fee    

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

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

Notes:

Conditions where a course may be cancelled:

• The intake does not meet a minimum enrolment of 5 students.

• The teacher is suddenly hospitalized and a substitute teacher cannot be found.

In the event of any refunds that are to be made, students are to contact the Delivery & Student Success Team and they will proceed to fill up the Student Request TypeForm using the link given.

Any supporting documentations that are required to process the refund request must also be submitted along with the Refund Request Typeform.

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

The policy on course transfer/ withdrawal / deferment:

- Course Transfer: Transfer means a student changes the course of study but remains as a student of the School and a new contract for the transferred course will be signed.

- Course Withdrawal: Withdrawal means the student discontinues the course with the School, and their student contract will be terminated and the student is no longer a student of the School.

- Course Deferment: Deferment means the student delays the commencement of the course or delays their course or module post-commencement, and a student contract addendum to existing student contract is signed before the student resumes the course.

- The entire transfer / withdrawal / deferment process, from date of application to notifying students 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 the applicant does not accept the results, respective staffs are to handle each situation according to upGrad Institute’s dispute resolution policy.

- 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 requests must be made in writing. Verbal notice is not accepted.

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

- For student pass (STP) holders, the course transfer is subject to the approval of their student’s pass by ICA.

- Students under the age of 18 years old are to obtain parent’s / legal guardian’s consent in writing for course transfer / withdrawal / deferment 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 and the refund policy and procedures shall apply.

- Failure to pay the applicable course fee may result in withdrawal of the student’s access to a Program.

- Owing to certain exceptional circumstances, if upGrad Institute has granted a student access to a Program pending payment, and upGrad does not receive payments within the stipulated time periods, upGrad Institute may, at its own discretion, withdraw the student’s access to the Program without giving any prior notice.

- upGrad Institute provides the opportunity for the student to defer to another cohort, subjected to the individual course policies.

upGrad Institute Post Graduate Diploma / Certificate / Executive Certificate Courses

Deferral Policy: (Pre-Program Commencement)

If a student, due to unavoidable circumstances, is unable to commence with the cohort and requests for a deferral before the cohort starts, upGrad Institute provides him/her with an opportunity to get deferred to another cohort. For student pass (STP) holders, their deferment is subject to the approval of their student’s pass by ICA.

upGrad Institute Post Graduate Diploma / Certificate / Executive Certificate Courses

Deferral Policy: (Post-Program Commencement)

- If a student is facing severe issues in dedicating time to a course, upGrad Institute provides them an opportunity to defer to another batch.

- A student can request a deferral only once and to one of the scheduled cohorts to start in the next 1 year from the batch start date of the initial batch the student enrolled for.

- Student will be required to pay a deferral fee of 10% of the total course fee + Taxes if any along with the differential program fees between the two cohorts.

- The deferral request will be approved once the deferral fee is paid.

- Till this is completed, the student will be assumed to be continuing in the same cohort. The student has 7 days (including holidays and weekends) from the date of deferral request to make the payment of the deferral fee post which the deferral request will expire, and the student will continue as part of the current cohort.

- If the student completes the deferral payment, the student’s login will be disabled, the student will leave the deferred cohort and the student will start learning on the new cohort post the last course that was graded in the deferred cohort. All grades and progress till that course will be carried forward as it is to the new cohort. For clarification, the grades of the graded courses will be carried forward.

- The deferral can only be requested during the batch for which the student has enrolled is ongoing. Once the batch has completed, deferral requests shall not be entertained. For clarification, the batch completion here shall mean the “last grace deadline” as communicated by upGrad Institute.

- For student pass (STP) holders, their deferment is subject to the approval of their student’s pass by ICA.

*The deferral fee is defined as 10% of the TOTAL course fee. This is irrespective of the discount/scholarship that a student would have received. The deferral fee is payable based on the course fee at the time of the enrolment of a student. The policy also states that if the price has been increased and if a student is deferring to a cohort with increased price, then they need to pay the differential fee for the new cohort along with the deferral fee.

1. In the event that a student would want to proceed with &  Course Transfer, he / she is to contact the Delivery & Student Success Team and they will proceed to fill up the Student Transfer Request Typeform online from the link given. The Delivery & Student Success Team will proceed to raise the request to the Learning Experience Team within 3 working days.

2. Delivery & Student Success Team is to inform student on the following conditions for any Course Transfers:

- Student must meet all minimum entry requirements of the new course they are enrolling in.

- The standard student contract for the current course that the student is enrolled in will be voided upon approval of Course Transfer Request and upon approval of student pass application for the new course.

- A new standard student contract for the new course will need to be signed (Refer to Procedures of Executing Student Contract) upon approval of Course Transfer Request and upon approval of student pass application for the new course.

- For student pass (STP) holders, the course transfer is subject to the approval of their student’s pass by ICA.

For Requests that are approved, Delivery & Student Success Team is to proceed with the application process for the new course. Students will be required to sign on the Pre-course Counselling Checklist to acknowledge that he/she has been informed of the various critical information. Delivery & Student Success Team is also to ensure that the new course is suitable for the student.

Upon receipt of any Student Withdrawal Request Typeform (including supporting documents if any), Delivery & Student Success Team is to call the student to better understand the reasons for withdrawal.

Delivery & Student Success Team is to inform student on the following:

• Their student pass will be cancelled upon withdrawal from the School (if applicable)

The Delivery & Student Success Team would then refer to the Student Contract and Refund Policy to establish if the student is eligible for any refunds. Calculation of Refund Amount, if any, would be indicated in the email to the student upon submission of the Refund Request TypeForm.

Upon receipt of any Student Course Deferment Request Typeform (including supporting documents if any), Delivery & Student Success Team is to call the student.

The School is to inform student on the following conditions:

• For student pass (STP) holders, their deferment is subject to the approval of their student’s pass by ICA.

• Approval of deferment is also subjected to availability of the course / module offered.

• Other conditions as laid out under the ‘Transfer, Withdrawal, Deferment Policy’ section

For university partner courses, the Delivery & Student Success Team is to inform the university partner and seek their permission for students to defer studies.

Upon approval of the student deferment request, the Delivery & Student Success Team is to ensure that a student contract addendum to existing student contract is signed before the student resumes the course.

Only applicable for students under the age of 18 Years Old

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

For the purpose of the School’s Dispute Resolution Policy and Procedures, it will cover any students’ official complaint that the School receives from any channels and should be communicated to students and aligned with the Private Education Regulations.

The dispute resolution policy and procedures are to be made known to students. This will be through the website. 

All 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.

In the event of any appeals for suspension or expulsion upGrad’s Dispute Policy and Process shall follow.

It is the responsibility of the Delivery & Student Success Team to notify relevant departments of any feedbacks and complaints.

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

Delivery & Student Success Team is to respond to respective students within 3 working days of receipt of the complaint. 

Delivery & Student Success Team will then propose a solution for the issue raised and explain it clearly to the student within 7 working days upon receiving of the complaint.

All complaints must be resolved within 21 working days upon receiving date of the complaints. 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.

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.

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).

The official feedback channel for students would be via the Feedback Form and the following steps would cover any such feedback received:

Students are to approach the Delivery & Student Success Team through the Feedback Form if he/she would like to provide a feedback to the School or like to complain about the School, which would be received through TypeForm.

Delivery & Student Success Team is to notify Stakeholders of their acknowledgement of the Complaint received. This should be done within 3 working days upon receipt.

Operations Director will review the complaint and discuss it with relevant parties on issue raised. A formal investigation will be carried out if necessary.

Operations Director will then propose a solution for the issue raised and explain it clearly to stakeholder within 7 working days upon receiving the complaint.

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 Operations Director. The School’s Operations Director will investigate the case and take necessary actions to resolve it.

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

If the stakeholder is still not satisfied with the outcome / decision, he / she will be referred to the Singapore Mediation Centre (SMC) or Singapore Institute of Arbitrators (SIArb).

The Dispute Resolution Process should not take more than 21 working days from the date of submission of the complaint.