Product Return / Refund / Cancellation Policies
Purchases of downloadable products/services are final and non-refundable. Returns of
paper-based study materials, prepackaged software, or product packages will be accepted
within 30 days of the date you receive your order. All materials must be returned in
original, like-new, resalable condition and in the original packaging and/or shrink-wrap,
and product package returns must include all originally shipped components. Returns are
subject to a $20 Restocking/Administrative Fee.
Defective materials may be exchanged for the same product within 90 days of delivery.
Requests to cancel orders that have been processed are subject to a $20 restocking fee.
If the order has been shipped and is in transit with the courier service, a $20 restocking
fee plus shipment costs will be charged against the refund amount. You must contact our
Customer Service department via phone, fax or email, to obtain a Return Authorization (RA)
number. The box the materials are returned in must be postmarked within 30 days of receipt
of the order and you need to include the RA number with the returned items. Please return
the materials, along with a copy of the original invoice and return authorization number
to:
Kaplan
Attn: Product Returns
901 Bilter Rd, Suite 150
Aurora, IL 60502
USA
Refunds will be issued to the original payment method within 30-45 business days after
the return is received and processed.
Program Policies
Web-based Courses and Classes
Web-based courses and classes are
only eligible for a refund within 30 days of purchase, and only if the course or class has
NOT been accessed. A $20 administrative fee will apply. Web-based courses and classes are
not eligible for Reschedules, Transfers, or PassProtection™ Retakes, as archives are
available.
Live Class
If you cancel your enrollment in a Live Class, you
will receive a full refund upon the return of unused materials, for up to 30 days after
the date of purchase, but no later than 7 days prior to class start date. If you choose
to cancel your enrollment within 7 days of the class start date or after, a cancellation/
restocking fee of $100 or 50% of your original class cost, whichever is less, will apply.
All class materials must be returned in original, like-new, resalable condition and in
the original packaging and/or shrink-wrap.
In the unlikely event that we cancel a class, you will be notified in advance whenever
possible, and you will be eligible for a full refund.
Reschedules / Transfers
If you need to reschedule (change the
date) or transfer (change the location of) your public Live Class, please contact our
Customer Service department at (800) 824-8742. You may only reschedule/transfer if you
have not attended the class. A class may be rescheduled/transferred up to four (4) times
at no charge, provided the request is made eight (8) days prior to your class start date.
If your request is within 7 days of your class start date, or after the class has started,
you may be subject to a $20 administrative fee. If you transfer/reschedule the same class
more than four (4) times in a year, then administrative fees may apply to each subsequent
reschedule/transfer.
All reschedule/transfer requests are subject to space availability in the requested
class dates. The rescheduled/transferred class must be of the same title as the prior
enrollment. If you would like to reschedule/transfer to a class of a different title, a
return will be processed and you will be enrolled in the new class, provided your request
is received within 30 days of original purchase, subject to fees stated herein.
*All program policies are subject to the rules and/or requirements established by
individual states. For more information about refund policies in specific states, please
see the "State Policies" section below.
Price Adjustment Policy
Discount or pricing adjustment requests will be accepted within 30 days of the date
your order was processed for fulfillment. We are unable to honor discounts or issue
refunds for orders processed beyond that timeframe. Discounted pricing cannot be combined
with any other offers, coupons, discounts, or promotions. We reserve the right to correct
any incorrect pricing / charges that may have occurred.
Shipping Policy
All materials are shipped as promptly as possible based on product availability, usually
within 1 business day after receipt of order and payment processing. Orders are shipped
via UPS Standard Ground unless otherwise instructed. For an additional fee, we will ship
materials by Next-Day or 2
nd Day service. Next-Day and 2
nd Day order
requests must be received by 1:00 pm Eastern time to be delivered the following business
day. Delivery dates are subject to UPS delivery schedules.
Access Policy
Online access to study materials for Insurance and Securities licensing courses and
QBank software shall be granted for a period of 120 days from the date of purchase. Total
Access CE shall be granted for a period of 365 days from the date of purchase. Course
titles are subject to change without notice.
PassProtection™ Retake Policy
Kaplan Professional Education is confident that you will pass your Securities or
Insurance Licensing Exam after taking our Live Class. However, in the event that you were
unsuccessful in passing your exam, or simply wish to take the class again, please contact
our Customer Service department at (800) 824-8742. You may retake the same class, subject
to the conditions described herein, within one year of the date purchased.
All enrollments under the PassProtection™ program are subject to space
availability in the requested class. Web-based courses or classes may be substituted for
live classes at our discretion. PassProtection™ Retakes are limited to a combined
total of three (3) occurrences within one year of the date purchased. If you have
exceeded this limitation or the timeframe of one year from date of purchase, you will need
to re-purchase the materials and/or class and a new PassProtection™ Retake term will
begin.
For more information, please call Customer Service at (800) 824-8742.
Additional Policies
By visiting the Kaplan Financial Education site or submitting your personal information
to us, you accept the terms described in the Privacy Policy. From time to time we may
modify these rules. We will notify you of any significant change by posting a notice on
our home page and information collection forms. Your continued use of the Kaplan Financial
Education site after any modification indicates your agreement to the new terms.
Terms and Conditions are subject to change without notice. Please review periodically
at www.kfeducation.com/help/terms/.
For more information regarding administrative policies such as our complaint policy,
please contact our offices at (800) 824-8742 or (608) 779-8301 (International).
State Policies
All program policies are subject to the rules and/or requirements established by
individual states. For more information about refund policies in specific states, please
see the state policies listed below.
Colorado Division of Private Occupational Schools
Refunds will
be provided within 30 days of termination date provided the following conditions are
satisfied. Termination date is the date the school receives written or verbal notice of a
student’s intention to terminate or cancel his/her enrollment, or the date on which
the student violates the published attendance policy.
For all courses and programs, Kaplan will pay a full refund of all tuition and fees paid
by a prospective student if: (1) a prospective student is not accepted by Kaplan; (2) for
classroom courses and programs, within three days after initial payment a student notifies
Kaplan of his or her intention to terminate the enrollment, provided that training has not
started; (3) for correspondence courses and programs, within three days after initial
payment a student notifies Kaplan of his or her intention to terminate the enrollment; or
(4) Kaplan discontinues a course during the period of time within which a student could
reasonably have completed the course as defined in the Standard of Progress above. Refunds
called for by provision (4) shall not apply in the event that the school ceases
operation.
For classroom courses and programs, Kaplan will pay a full refund of tuition and fees
paid less a cancellation charge (not to exceed $150) of 20% of the tuition for the course(s)
the student is terminating when terminated more than 3 days after the date of enrollment but
before training has started. "Training" for correspondence courses and programs
commences on the date of enrollment, so refund requests made more than 3 days after date of
enrollment for correspondence courses are subject to the policy below.
For refund requests and terminations made more than 3 days after initial enrollment or
after training has commenced, Kaplan will retain a cancellation charge of 20% of the tuition
(but not to exceed $150.00) for all courses and then pay a refund based on the following
policies. Note that this cancellation charge does not apply to the full refund conditions
described above, or to refunds under the Veterans Refund Policy set forth separately below.
The refund percentages described here shall be applied to full tuition and fees actually
paid by the student after deducting the cancellation charge, and not to books. If a
student discontinues training or is terminated by Kaplan, the following refund will be made
to the student within 30 days of official determination of the termination date (the date
on which Kaplan receives written or verbal notice of a student’s intention to
discontinue training, or the date on which the student violates the published attendance
policy). Refunds will be calculated as follows:
| A student terminating training... |
is entitled to a refund of... |
| Within first 10% of program |
90% refund less cancellation charge |
| After 10% but within 25% of program |
75% refund less cancellation charge |
| After 25% but within 50% of program |
50% refund less cancellation charge |
| After 50% but within 75% of program |
25% refund less cancellation charge |
| After 75% completed (if paid in full, no cancellation charge is applicable) |
NO Refund |
Completion percentages will be determined by the number of classroom sessions attended,
the number of correspondence lesson quizzes returned (if applicable), or the number of
correspondence lessons that should have been completed beginning on the date of initial
payment, according to the "lessons per week" standard shown for the satisfactory
standards progress described above.
For continuing education courses, after three days from enrollment students will not
receive a refund but students will be given credit toward another course of the student’s
choosing. Credit can be used for up to one year from the date of enrollment. Books and
materials provided for all courses and programs must be returned to Kaplan before any refund
can be issued and are not separately refundable. However, if a student cancels and fails to
return the course materials, the cost of these materials will be deducted from the total
refund given to the student. The charge for books and materials will be based on the
tuition fee charged for the equivalent self-study (correspondence) material. No refund is
made for shipping or tax charges. Any materials which cannot be re-used will not be
refunded. Retail books purchased from our bookstore that have not been opened or used may
be returned for a full refund for up to 30 days from the date of purchase.
Postponement of a starting date, whether at the request of the school or the student,
requires a written agreement signed by the student and the school. The agreement must set
forth: (a) Whether the postponement is for the convenience of the school or the student,
and (b) A deadline for the new start date, beyond which the start date will not be
postponed. If the course is not commenced, or the student fails to attend by the new start
date set forth in the agreement, the student will be entitled to an appropriate refund of
prepaid tuition and fees within 30 days of the deadline of the new start date set forth in
the agreement, determined in accordance with the school’s refund policy and all
applicable laws and rules concerning the Private Occupational Education Act of 1981. Kaplan
policies for granting credit for previous training, if applicable, shall not affect this
refund policy. Any student who has a comment or complaint regarding Kaplan is invited to
write or call the school director personally at our Denver location. Kaplan is Approved and
Regulated by the Colorado Department of Higher Education, Private Occupational School Board
(DPOS). Complaints or claims pursuant to Section 12-59-118, C.R.S. or Section 12-59-115(6)(a),
C.R.S., may be filed in writing or online with DPOS within two years after the student
discontinues training with Kaplan or at any time prior to the commencement of training.
Other complaints may be filed in writing or online with DPOS within two years of the date
the alleged injury and its cause were known or should have been known. All complaints must
be in writing or filed online. No action regarding third party complaints is required,
except as required by Section 12-59-115(6) (a), C.R.S. The Division of Private Occupational
Schools is located at 1560 Broadway, Suite 1600, Denver, CO 80202. Their phone number is
303-866-2723 and their website is
http://highered.colorado.gov/dpos. Each of
the policies and programs above are described in our College Bulletin, which is provided to
students upon enrollment.
Texas Workforce Commission Refund Policy
- Refund computations will be based on the period of enrollment computed on basis of
course time (clock hours).
-
The effective date of termination for refund purposes will be the earliest of the following:
- the last date of attendance; or
- the date of receipt of written notice from the student
- If tuition and fees are collected in advance of entrance, and the student does
not enter school, not more than $100 shall be retained by the school.
- If the student fails to enter the seminar, withdraws, or is discontinued at any
time before completion of the seminar, the student will be refunded the pro-rata
portion of the tuition, fees, and other charges that the number of class hours
remaining in the seminar after the effective date of termination bears to the
total number of class hours in the seminar.
-
A full refund of all tuition and fees is due in each of the following cases:
- an enrollee is not accepted by the school;
- if the seminar of instruction is discontinued by the school, and this
prevents the student from completing the seminar; or
- if the student’s enrollment was procured as a result of any
misrepresentation by the owner or the representatives of the school.
-
REFUND POLICY FOR STUDENTS CALLED TO ACTIVE MILITARY SERVICE.
A student of the
school or college who withdraws from the school or college as a result of the student
being called to active duty in a military service of the United States or the Texas
National Guard may elect one of the following options for each program in which
the student is enrolled:
- if tuition and fees are collected in advance of the withdrawal, a pro rata
refund of any tuition, fees, or other charges paid by the student for the
program and a cancellation of any unpaid tuition, fees, or other charges
owed by the student for the portion of the program the student does not
complete following withdrawal;
- a grade of incomplete with the designation "withdrawn-military"
for the courses in the program, other than courses for which the student
has previously received a grade on the student’s transcript, and the
right to re-enroll in the program, or a substantially equivalent program
if that program is no longer available, not later than the first anniversary
of the date the student is discharged from active military duty without
payment of additional tuition, fees, or other charges for the program other
than any previously unpaid balance of the original tuition, fees, and
charges for books for the program; or
-
the assignment of an appropriate final grade or credit for the courses in
the program, but only if the instructor or instructors of the program
determine that the student has:
- satisfactorily completed at least 90 percent of the required
coursework for the program; and
- demonstrated sufficient mastery of the program material to receive
credit for completing the program.
- Refunds will be totally consummated within 60 days after the effective date of
termination.
-
STUDENT COMPLAINT POLICY
Kaplan has a Certificate of Approval from the Texas Workforce Commission (TWC).
The TWC-assigned school number is: S0184. The school’s programs are
approved by TWC.
Students must address their concerns about Kaplan or any of its educational
programs by following the grievance process outlined in the school’s
catalog. Kaplan is responsible for ensuring and documenting that all students
have received a copy of our grievance procedures and for describing these
procedures in the school’s published catalog. If you were not provided
with this information, please inform school management.
Students dissatisfied with Kaplan’s response to their complaint or
who are not able to file a complaint with the school, can file a formal complaint
with TWC, as well as with other relevant agencies.
Information on filing a complaint with TWC can be found on TWC’s Career
Schools and Colleges Website at
http://csc.twc.state.tx.us/.
Tennessee Higher Education Commission Policy
Kaplan Financial
Education is authorized for operation as a postsecondary educational institution by the
Tennessee Higher Education Commission. In order to
view detailed job placement and graduation information on the programs offered by Kaplan
Financial Education, please visit
www.state.tn.us/thec and click on the
Authorized Institutions Data button.
Disclosures Required by the Tennessee Higher Education Commission
(THEC)
Kaplan Financial Education is authorized by the Tennessee Higher Education Commission. This
authorization must be renewed each year and is based on an evaluation by minimum standards
concerning quality of education, ethical business practices, health and safety, and fiscal
responsibility. For complaints, contact our customer service department at 877-962-9006. If a
complaint is not settled at the institutional level, the student may contact the Tennessee
Higher Education Commission, Nashville, TN 37243-0830, or call 615-741-5293.
Enrollment and Admissions Policy/Previous Education
Students may enroll
on any day the school is open or online by visiting our website. Admissions are open to any
qualified applicant. No qualified person may be excluded from enrollment to classes on the basis
of age, race, gender, or national origin. There are no specific course prerequisites or other
requirements for admission. We grant no credit for previous education or training. Students
are preparing for a specific examination required by federal or state insurance or securities
regulators, who will determine acceptance into the profession.
Placement/Transfers
No job placement assistance will be offered. Kaplan
Financial Education cannot guarantee employment upon completion of the course. Students should be
aware that transfer of credit is always the responsibility of the receiving institution. Any student
interested in transferring credit hours should check with the receiving institution directly to
determine to what extent, if any, credit hours can be transferred.
Refund Policy
All tuition and fees paid by the applicant shall be refunded
if the applicant is rejected by the school before enrollment. An applicant fee of not more than
$25.00 may be retained by the school if the applicant is denied. All tuition and fees paid by
the applicant shall be refunded if requested within three business days after signing a contract
with the school. All refunds shall be returned within 30 days.
Attendance Policy
- Absence: Absence will be excused for illness, death, or birth in the
immediate family; any other valid reasons must be substantiated in writing (at the
discretion of the school director). All other absences will be considered unexcused.
- Tardiness: Tardiness on two occasions in one class will be considered
as one unexcused absence.
- Interruption for Unsatisfactory Attendance: Students with three
unexcused absences in any class will receive written notification of academic probation.
Academic probation means the student will receive no credit and will have to repeat the
course in its entirety to receive full course credit hours.
- Make-Up Work: Make-up work may be required for any absence. However,
hours of make-up work cannot be accepted as hours of class attendance.
- Leave of Absence: Written requests for leaves of absence will be
considered and granted to students at the discretion of the school director.
Last revised on 11-09-11
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