General Terms and Conditions / Service Policies
1. FEE REMITTANCES TO YOUR PROFESSIONAL BODY:
All remittance fees included in your invoice (e.g. registration, annual subscriptions, exemptions, exams) will be paid over to your Professional Body within 14 working days of availing your correct user access, and provided the funds have cleared into our bank account. If there are any outstanding debit orders/monthly payments, no remittances can be effected. It your responsibility to provide us whether or not prompted, with the necessary user access (user name and password) and to verify with us (via [email protected]) as well as your Professional Body -that your payment was received. In the event that you pay remittances with your invoice and there are material adverse exchange rates fluctuations or fee increase before your remittances are paid over to your professional body, we may contact you to pay the difference.
You must apply for your own registration, exemptions, and/or exam entry before we can remit your payment!
2. PC EXAMS:
If you elected to benefit from our CQ HOME ADVANTAGE by taking your final exams at any of our PC Exams centers, accepting this Agreement implies automatic acceptance of the applicable Terms and Conditions and exam regulations in force. Click here to view our PC exams terms and conditions.
3. HOW TO PAY AND/OR NOTIFY US OF YOUR PAYMENT:
You can use the online credit/debit card/EFT payment facilities or follow the link sent to your inbox to complete the payment or come into any of our campuses (by appointment) where we have speedpoint/debit card facilities. Should you wish to pay via cash deposit, first convert the free quote into an enrolment (by clicking on the link in your inbox, or proforma) and email us at [email protected] for our bank a/cc. Our online pay system should automatically allocate your payment, generate and email an invoice. Should you not receive any confirmation within an hour, please send us your proof of payment to trace it for you!
If you are a company sponsored student, please ensure you have a formal invoice by first accepting any free quote, make payment and send us proof to the following email address:[email protected]. You can also make special payment arrangements by emailing accounts in exceptional circumstances where your employer would take longer to pay than anticipated and the delays could affect your studies with us.
4. WHAT HAPPENS AFTER YOU PAY/LEARNING MATERIALS:
We require a maximum of 5 working days between receipt of payment and collection of your study materials. It is your responsibility to double check via email: [email protected] (Allow 24 hours response time) to confirm that your materials are ready for collection at your selected campus before you drive there in all events. Subject to this 5 days waiting period, our dates/times for collections at all campuses are weekly:
• Mondays to Fridays : 8am – 5pm
• Saturdays & Sundays : by special arrangements
In most cases, we will be able to have your study materials sooner than 5 days in which case we will notify you via email.
5. CANCELLATIONS, CHANGE OF BOOKINGS, POSTPONEMENTS INCLUDING PC EXAMS:
5.1 CHANGE OF BOOKINGS & POSTPONEMENTS:
You are at liberty with written consent (after booking/enrolling and even after paying) to change to a confirmed course within the same semester without any extra charges. You can ONLY postpone a course to any time within the next 12 months from date of enrolment; unless the course does not run during this period - further postponement can be allowed. You will be required to return any learning materials already issued to you -in original condition -in exchange for a new set. You can also with written consent, postpone your course/studies from one semester to the next with no extra costs, if the amount is fully paid before end of the current semester; otherwise any subsequent course fee increases will apply to you. A course can only be changed/ postponed at least 2 weeks before its start date; otherwise any changes out of this period will result in you incurring upfront costs incurred to provide service and/or admin charges of 50%.
5.2 CANCELLATIONS
Cancelling your booking/enrolment (If done at least 30 days before the start date) will attract a minimum of 30% admin/service charge due to irreversible service costs incurred/committed upfront to provide the services. Should you cancel the course within the last 30 days before the course starts and anytime after the course has started (irrespective of the date of initial booking/subsequent payment/s) you will forfeit 100% of any upfront fees paid.
Please note: admin/service charge is over and above the charge for any study materials already received as these are not returnable.
Late CIMA Case Study Postponements aligned to a new sitting with a new pre-seen will attract +/-50% admin charges indicated above.
All classes advertised will run subject to availability; should we not run a course at your preferred campus due to unforeseen circumstances - you will be refunded or transferred to another campus where the course is running.
5.3 PC EXAMS
PC Exams can be rescheduled up to 7 working days before the exam either by rescheduling on our portal or via your professional body account.. PC Exams cancellation for any reason will result in a candidate forfeiture of the total exam fees.
6. REFUNDS, STUDENT COMPLAINTS:
In the unlikely event a class is cancelled by CharterQuest, you will be notified as soon as possible. If all learning material previously issued is returned in its original condition, a FULL credit/refund will be issued. You will also have the option to switch from our Classroom Tuition and/or or Exam Preps Package to Home/Online Study and claim a credit/refund for the difference. Credit/Refunds will not be applicable for previously postponed modules/courses. No refunds for cancelled exams before or after exam entry session is closed or for any reason once CharterQuest has already incurred a cost to secure exam vouchers necessary to secure a candidate’s exam. This will result in forfeiture of the total exam fees. Unremitted fees to professional body will be refunded at an admin charge of 20%.
The only other instance in which we provide for a refund is in the unlikely event in which we may have provided tuition services that materially falls below our promised quality standards. The student in this instance, agrees to co-operate with all the investigations leading to such refund by inter alia, fully completing our customer complaints form and adhering to our procedures for dealing with customer complaints as published on our website (DOWNLOAD COMPLAINT FORM). Should you be eligible for a refund, all refunds relating to combo discounts/bundled modules will result in forfeiture of ALL discounts allocated, including for modules already taken and subject to admin charges of 50% before taking account of books, study materials and e-access already granted. All refunds however arising will only be made into the same bank account from which payment was received and processed mainly as part of our regular month-end payments.
ACCA Student ONLY: If you have exhausted both your learning provider complaint’s process and ACCA’s, you can escalate to the appropriate regulator. Details of which can be found on the ACCA website at the following link: https://www.accaglobal.com/gb/en/footertoolbar/contact-us/connect/unhappy.html.
7. DEBIT ORDER MANDATE TERMS:
If you are self-sponsored and took the instalment pay plan, the terms of your debit order mandate are integral to this Student Agreement. This provides inter alia, that should CharterQuest not hear from you with a rectification plan within 3 days of a bounced debit order, CharterQuest can at its option secure curtailment of service, submission of your payment behaviour/pattern to my professional body, credit bureau backlist and/or secure a default judgment against you. Should you fail to honour a commitment to pay your instalment – a penalty of R195 will be charged.
8. 1ST TIME PASS GUARANTEE OR FREE RETURN + 35% REBATE:
Our 1st TIME PASS GUARANTEE is subject to the following Terms and Conditions:
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ALL enrolment under the CLASSROOM OR TUITION AND EXAM PREPS PACKAGE;
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ALL scheduled sessions/classes attended;
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ALL assigned Tests taken with no less than 40% average mark obtained;
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No more than 3 subjects written for that specific exam diet/semester;
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Final exam written within 60 days of end of semester;
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Use of same learning materials we provided or buy a new edition separately;
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Minimum of 4 days study leave per subject/module;
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Exams results slip to verify the failure;
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Fully settled student account with no failed debit orders within 60 days of registration;
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The 1st TIME Pass Guarantee Claim must be lodged within 7 days of official release of Exam results.
SHOULD YOU ONLY MARGINALLY MISS THE ABOVE PROVISIONS, YOU ARE ELIGIBLE TO RETAKE THE COURSE WITH US FOR FREE. MEETING THE FULL PROVISIONS WILL ENTITLE YOU TO A FREE RETURN + AN ALL INCLUSIVE DISCOUNT OF 35% AGAINST A FUTURE COURSE!
9. EXAM RESULTS FROM YOUR UNIVERSITY/PROFESSIONAL BODY:
Our pass rate performance is the most important KPI/statistic to us! ONLY for the purpose of maintaining accurate statistics about our pass rate performance, will we require access to your final exam performance from your University and/or Professional body. We guarantee the utmost confidentiality in respect of your student data including exam results so received by virtue of our engagement with you and your examining body. By accepting this agreement, which is by means of effecting payment towards the proforma invoice relating to your booking/course, you authorise your University/Professional Body to avail your final results to CharterQuest for statistical purposes only.
10. UNFORESEEN CIRCUMSTANCES:
Unforeseen circumstances may cause us to modify some service elements such as course dates, course packages, venue or lecturers. Should such unlikely event occur, CharterQuest will make every effort to communicate to/with you whilst making sure the most recent information will always be available online.
11. LIMITATION OF LIABILTY:
Our maximum liability under this agreement shall not exceed the value of the transaction/service/product to which such liability arises.
12. GENERIC COURSE TERMS AND CONDITIONS:
These Terms and Conditions are specific to your engagement for all modules/courses with CharterQuest and forms an integral part of our General Terms & Conditions as well as our International Student Policy as published and updated on our website from time to time. Should there however be a conflict between these Terms and Conditions and our General Terms and Conditions and/or International Student Policy, the provisions of these Specific Terms and Conditions will apply. This agreement is separate from any other agreement signed with us and issues arising from this agreement cannot be transferred into another and vice versa.
PC Exams Terms & Conditions
1. PAYMENT AND CONFIRMATION OF BOOKING
No cash payments or telephonic bookings are accepted. A booking confirmation email will be sent to your email within 24 hours of booking and subject to receiving payment. In the event that you have not received a confirmation email within 2 days from the day of payment made it will be the responsibility of the student to contact CQ via [email protected]
2. CHANGE OF BOOKINGS AND CANCELLATIONS
It’s the candidate’s responsibility to make sure they have confirmed or received notification from their respective Professional body if they qualify to sit for any exams (pre-approved exams) that they would like to sit for at any CharterQuest Exam center. No refunds will be made for instances when exams are booked without prior approval from Professional Body. The terms and conditions for bookings, reschedules, cancellations and refunds apply differently for the CIMA Objective test, Case Study, CBA and CBE exams; these are set out in the table below:
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CIMA Objective Test (All Levels) | CIMA Case Studies |
ACCA Computer Based Exam (CBE) |
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| Bookings |
* Objective tests can be booked up to 7 working days before exam |
* Case Study Exams can be booked up to 3 working days before the closing entry date for each case study sitting. |
* CBEs can be booked up to 7 working days before the exam |
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| Reschedules |
* Objective tests can be rescheduled up to 2 working days before the exam. Please find the reschedule link on your exam confirmation email. * Exams already confirmed with PearsonVUE or if you received an email from PearsonVUE please rescheduled via myCIMA. It’s your responsibility to ensure you log in and reschedule your exam. |
* Case Study Exams can be rescheduled up to 14 working days before the exam by contacting our pcexams department via [email protected]. * Exams already confirmed with PearsonVUE or if you received an email from PearsonVUE please rescheduled via myCIMA. It’s your responsibility to ensure you log in and reschedule your exam. |
* CBEs can be rescheduled up to 2 working days before the exam. Please find the reschedule link on your exam confirmation email. * Please ensure that ACCA has given you the permission to write the specific exam you are booking with us. |
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| Refunds/ Cancellations |
* Exam cancellation for any reason will result in a candidate forfeiture of the total exam fees. * No refunds for cancelled exams once exam entry is closed or for any reason once a cost is incurred to secure a candidate’s exam. This will result in forfeiture of the total exam fees. * If exam entry is closed, no refund, reschedule or cancellation can be made irrespective of any reason. This will result in forfeiture of the total exam fees. |
* Exam cancellation for any reason will result in a candidate forfeiture of the total exam fees. * No refunds for cancelled exams once exam entry is closed or for any reason once a cost is incurred to secure a candidate’s exam. This will result in forfeiture of the total exam fees. * If exam entry is closed, no refund, reschedule or cancellation can be made irrespective of any reason. This will result in forfeiture of the total exam fees. |
* Cancellations m a d e (irrespective of any reasons) prior to the exam, non- -- attendance or late coming may result in forfeiture of the total exam fees. * No refunds for cancelled exams irrespective of any reasons as stated above. |
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3. REFUNDS, STUDENT COMPLAINTS:
4. ARRIVAL TIME, IDENTIFICATION ETC
Arrive at least 30 minutes before the test starts and complete all necessary pretest proceedings. Please bring a copy of your exam confirmation and ID/Passport or any form of positive identification as you will need it to gain access to the exam room.
5. EXAM DAY RULES
5.1 No personal items, including cellular phones, hand---held computers/personal digital assistants (PDAs) or other electronic devices, pagers, watches, wallets, purses, hats (and other head coverings), bags, coats, books and notes are allowed in the testing room. You must store all personal items in a locker. Cell phones, pagers or other electronic devices must be turned off before Storing them in a locker. The test center is not responsible for lost, stolen or misplaced personal items.
5.2 Before you enter the testing room, the test administrator will provide you with an erasable note board, a marker and any other items specified by the exam sponsor. You may not remove these items from the testing room at any time during the exam and you must return them to the test administrator after the exam.
5.3 You may not write on the erasable note board until after the exam has been started. If you fill your note board during the exam, raise your hand and the administrator will bring you a new one.
5.4 The administrator will log you in to your assigned workstation, verify that you are taking the intended exam and start the exam. Please remain in your assigned seat until escorted out by a Test Administrator. Eating, drinking, chewing gum, smoking and making noise that creates a disturbance for other candidates are prohibited during the exam.
5.5 You understand that a Non---Disclosure Agreement may be presented to you before the exam and if so, you must agree to its terms and conditions within the specified time limit in order to take the exam or else you will forfeit your exam fees.
5.6 To ensure a high level of security throughout your testing experience, you will be monitored at all times. Both audio and video will be recorded.
5.7 The administrator will monitor me continuously while I take my exam. The session may be videotaped or otherwise recorded for security or other purposes.
5.8 If I experience problems that affect my ability to take the exam, I will notify the administrator Immediately.
5.9 The administrator cannot answer questions related to exam content. If I have questions of this nature, I will contact the exam sponsor after I leave the testing center.
5.10 Break policies are established by the exam sponsor. Some exams may include scheduled breaks, and instructions will appear on the computer screen at the appropriate time; whether or not the exam timer stops depends on the sponsor’s policy. If I take a break at any other time, the exam timer will not be stopped. The administrator will set my workstation to the break mode, and I will take my ID with me when I leave the room. The administrator will check my ID before I return to my seat and will then restart my exam.
5.11 While I am taking a break, I am permitted to access personal items that I stored during the exam only if necessary—for example, if I need to take medication at a specific time. I am NOT allowed access to other items, including cellular phones, exam notes and study guides, unless the exam sponsor specifically permits this.
5.12 I will not try to remove copies of exam questions and answers from the testing center, and I will not share the questions or answers seen in my exam with other candidates.
5.13 After the exam ends, the administrator will come to my workstation and ensure my exam has ended properly. The exam sponsors may display my score on the screen after the exam or may provide a printed score report. If a printed score report is provided, I will receive it after returning the erasable note board and other materials to the administrator.
5.14 Your Privacy – Your exam results will be encrypted and transmitted to Pearson VUE and to the exam sponsor. The testing center does not keep any information other than when and where your exam was taken. The Pearson VUE Privacy Policy Statement provides additional information regarding this; you can obtain this by visiting the Pearson VUE Web site (www.pearsonvue.com) or by contacting a Pearson VUE Call Center.
Candidate Statement:
By accepting this Agreement online, I give CharterQuest and Pearson VUE my explicit consent to retain and transmit my personal data and test responses to the exam sponsor (which may be outside of the country in which I am testing). I understand the information provided above and agree to follow the Rules. If I do not follow the Rules, or I am suspected of cheating or tampering with the computer, this will be reported to Pearson VUE and the exam sponsor, my exam may be invalidated, the sponsor may take other action such as decertifying me, and I will not be refunded my exam fee.
