Payment, Cancellation, Make-up & Refund Policy

This policy has been drawn up to keep financial and academic matters between students, guardians, teachers and the academy at Nurul Qalam Academy transparent, fair and well organised.

The purpose of this policy is to protect students' rights, to give proper value to the time teachers set aside, and to run the academy's activities in a planned way.

Before admission and payment are completed, the student or guardian will be given the opportunity to read this policy and, where applicable, written or digital consent will be taken.

This policy applies to Nurul Qalam Academy's students living in Bangladesh and abroad. However, no applicable mandatory legal right will be limited by this policy.

Admission / Registration Fee: A one-time fee payable for a student's admission, registration, initial assessment, scheduling and administrative work.

Course / Tuition Fee: The amount payable for teaching in a course or in regular classes.

One-to-One Class: A private class held for one student, with a specific teacher at a specific time.

Batch Course: A course for a group of students, run to a set schedule and curriculum.

Reserved Time Slot: A specific teacher and a specific time kept reserved for a One-to-One student.

Make-up Class: A class arranged later when a scheduled class could not take place for a particular reason.

Billing Period: The month or set period for which the fee for a regular service is charged.

Written Notice: Notice sent through the academy's official WhatsApp, email, the designated form or another approved written channel.

Working Day: A day on which Nurul Qalam Academy's regular administrative work is open. Government holidays and holidays declared by the academy do not count as working days.

Proportional Tuition Value per Batch Class: Unless stated otherwise for a particular course:

Tuition Fee actually paid ÷ Total number of scheduled classes in the course

Nurul Qalam Academy offers new students a Trial Class completely free of charge.

No payment, registration fee or advance deposit is needed for a Trial Class.

2.1 Students living in Bangladesh

A new student living in Bangladesh will receive 1 Free Trial Class.

2.2 Students living outside Bangladesh

A new student living abroad will receive 2 Free Trial Classes.

2.3 Trial Class conditions

• It must be booked in advance.
• The length of the Trial Class will be given when the booking is confirmed.
• The trial applies only to new students.
• The same student cannot claim a Free Trial again for the same course or level, although management may approve an exception in special cases.
• Taking admission after the trial is not compulsory.
• No fee is payable for a Trial Class.
• No one may record, publish or share a Trial Class elsewhere without the prior permission of the parties concerned: the student, guardian, teacher or academy.
• If a minor student needs to be recorded, the guardian's consent must be obtained.

The Admission or Registration Fee is generally non-refundable.

Once admission is confirmed, registration, assessment, teacher assignment, scheduling, seat or time slot reservation and administrative work begin.

However, if the course or class cannot be started for a reason on the academy's side, and no acceptable alternative can be offered either, the relevant amount paid, including the Admission / Registration Fee, will be refunded.

A specific teacher and a specific time are reserved for each One-to-One student.

So the monthly fee is not only the value of the number of classes attended. This fee also keeps the specific teacher and time slot reserved.

A student who wants to stop One-to-One classes from the next billing period must give Written Notice by the 25th of the current month.

Notice given by the 25th

The fee for the next billing period will not apply.

Notice given after the 25th

The teacher and time slot for the next billing period will be treated as already being reserved. So the fee for the next billing period will apply.

Once the fee is paid, the student has the right to take the scheduled classes of that billing period.

In serious exceptional circumstances, management may grant a special concession in writing.

5.1 If fees for more than one month have been paid in advance

If a student has paid the fees for several billing periods in advance and later wants to stop classes, the same cancellation policy will apply.

The advance paid for future eligible unused billing periods will be refunded, after deducting the fees for the current billing period and for any reserved billing period that applies under this policy.

Future fees will not all be forfeited merely because they were paid in advance.

If, after a new billing period has started, a student says they will not take any more classes from that period, the fee for that billing period is generally not refundable.

This is because their teacher and time slot had already been reserved.

However, the student may continue with the remaining scheduled classes of that billing period.

If a student cannot attend a scheduled class, they should tell the academy or the teacher at least 24 hours in advance where possible.

With timely notice, a rescheduled or make-up class may be offered, depending on the teacher's availability.

With less than 24 hours' notice, a sudden cancellation, or an absence without any notice, the class will be counted as used, and a refund or make-up class will generally not apply.

The emergency exceptions in Section 9 may apply.

In each billing period, a student will generally be entitled to at most 1 student-requested make-up class.

Conditions:

• Notice must be given at least 24 hours in advance.
• A teacher must be available.
• The make-up class does not have to be at the same time as the original class.
• A make-up class cannot be carried over to the next billing period unless management specially approves it.

In emergencies or exceptional circumstances, management may consider additional make-up classes.

In the case of serious illness, an accident, a family emergency or any other unavoidable situation, the matter will be considered with compassion even if the student could not give 24 hours' notice.

Where needed, the academy may consider:

• Rescheduling the class
• A make-up class
• A temporary pause
• Class credit
• Or another fair arrangement

Reasonable supporting information may be requested where needed.

This provision may not be used as a substitute for regular cancellation.

If a scheduled class does not take place because of the teacher or the academy, the student will not lose that class.

As needed, the academy will:

• Give a make-up class
• Reschedule the class
• Give class credit
• Or make an equivalent alternative arrangement

The student will not suffer any financial loss because a class did not take place due to the teacher or the academy.

The Admission / Registration Fee for a Batch Course is generally non-refundable.

Once admission is confirmed, a seat is reserved for the student, and teacher capacity and batch planning are set accordingly.

If you cancel by Written Notice at least 3 working days before the course start date (not counting the start date itself):

• The Admission / Registration Fee will not be refundable.
• The Course Tuition Fee paid will be fully refundable.
• Any actual third-party transaction charge that applies may be taken into account under Section 36.

If you cancel less than 3 working days before the course starts, but before the course has started:

• The Admission / Registration Fee is not refundable.
• A Late Cancellation Charge of 10% of the total set Course Tuition Fee will apply.
• The charge will be adjusted from the amount already paid.
• No new amount will be made due just to collect the Late Cancellation Charge.
• The remaining eligible Tuition Fee will be refunded.

The reason for this charge is that a reserved seat can be hard to fill with a new student at the last moment.

No separate administrative deduction will be taken for the same cancellation beyond this.

The first 2 scheduled classes of a Batch Course will be treated as the Early Satisfaction Window.

Whether or not the student attends, the Early Satisfaction Window will generally end when the second scheduled class ends.

However, in an emergency approved under Section 9, or where the academy officially reschedules, management may adjust the window as needed.

If, within the first two scheduled classes, the student feels the course does not suit their learning level or needs, they may withdraw by giving Written Notice.

Refund Formula

Refundable Tuition = Tuition Fee actually paid − proportional Tuition Value of consumed classes

Consumed classes will include:

• Classes the student has attended
• Classes the student missed (no-show) or cancelled late that are not eligible for a make-up class under this policy

Classes cancelled because of the academy will not count as consumed classes.

The Admission / Registration Fee is not refundable.

The student may take the eligible refundable amount as a refund or, subject to availability and management approval, use it as a credit or transfer towards another suitable course.

If a student stops a Batch Course for personal reasons after the Early Satisfaction Window ends, the Course Tuition Fee will generally not be refundable.

This is because the student's seat is reserved for the whole course.

However, in the case of serious illness, a family emergency or another acceptable special circumstance, management may consider, case by case:

• Pausing the course
• Transferring the course
• Credit
• A partial refund
• Or another fair arrangement

For courses where measurable learning outcomes can realistically be set, the student will be told the basic learning outcomes at the start of the course.

Where needed, the following may be held:

• Baseline assessment
• Progress assessment
• Final assessment

For a course where formal assessment or a measurable minimum outcome is not suitable, the student will be told clearly before enrolment whether Learning Assurance applies.

Learning Assurance applies only to courses for which a measurable minimum learning outcome has been set under Section 16, and where the student or guardian was told before enrolment that the course is covered by Learning Assurance.

If, at the end of the course, the student feels they have not achieved the published minimum learning outcome, they may give Written Notice within 7 days of the final class.

To receive the 50% Learning Assurance Refund, the student generally must:

• Have at least 80% attendance.
• Take part in the required assessments.
• Take reasonable part in the set practice or learning activities.
• Complete the final assessment.
• Take reasonable part in remedial support if the academy offers it in writing.

If, after the academy has offered remedial support in writing, the student does not accept it without a reasonable cause, their Learning Assurance eligibility may be affected.

If an eligibility condition could not be met for a serious and acceptable reason, management may consider supporting information.

If the student does not make the expected basic progress, the academy's first aim will be to solve the learning problem.

As needed, the following may be given:

• Additional revision
• Remedial support
• Re-assessment
• A teacher feedback session
• A limited opportunity to repeat the learning

Whether remedial support is needed will be decided on the basis of assessment, teacher feedback and a review of learning outcomes.

If, having met the eligibility criteria in Section 18 and taken any applicable remedial support, the student still cannot achieve the published minimum learning outcome, they will receive a refund of 50% of the Course Tuition Fee actually paid.

The Admission / Registration Fee is not included in this refund.

Eligibility will be checked through a management review.

Once eligibility is confirmed, the refund amount is not discretionary. The refund will be 50% of the Tuition Fee.

Simply saying “I didn't learn anything” or “I'm not satisfied” will not automatically qualify for a Learning Assurance Refund.

Eligibility will be checked on the basis of attendance, participation, assessment, the published learning outcome and the support the academy gave.

A One-to-One student with a genuine learning difficulty may apply for a change of teacher.

The academy will try to provide another teacher, depending on teacher availability.

A particular teacher cannot always be guaranteed.

A student may apply for a schedule change when there is a real need.

The new schedule will depend on teacher availability.

There is no guarantee of getting the same earlier time back.

A long-term One-to-One student may apply for a temporary pause in special circumstances.

If a pause is approved, the following will be confirmed in writing:

• How long the pause lasts
• How the fee or credit will be treated
• The expected return date
• The status of the reserved slot

After the pause, getting the previous teacher or the same time slot is not guaranteed.

If a course cannot be started because of the academy, an acceptable alternative course, teacher or schedule may first be offered.

If the student does not want to accept the alternative, the amount paid for that course, including the Admission / Registration Fee, will be refunded in full.

In this case, the academy will not deduct its own transaction or processing charge from the student's refund.

If, after part of a course has been completed, the rest cannot be run because of the academy, the academy will first try to provide:

• Replacement classes
• An alternative teacher
• Rescheduling
• Or course credit

If none of these is possible, the proportional value of the service the student did not receive will be refunded.

Students, guardians, teachers and the academy's representatives must maintain mutual respect.

The following behaviour is not acceptable:

• Insulting behaviour
• Harassment
• Threats
• Deliberately disrupting a class
• Indecent or inappropriate behaviour
• Repeatedly breaking academy policy
• Spoiling other students' learning environment

Depending on the situation, a warning may be given first.

In cases of serious misconduct, enrolment may be terminated even without a prior warning.

On termination, any refund entitlement will be calculated under this policy's normal cancellation and refund rules.

Termination will not, in itself, be a reason to forfeit money paid for future unused service.

However, service already provided, any applicable reserved period and fees announced in advance as non-refundable will be taken into account.

Each fee must be paid by the Due Date stated in the relevant invoice, admission confirmation, package confirmation or official payment notice.

For One-to-One monthly billing, the student will be told the payment deadline for the next billing period in advance.

If the Due Date passes, the academy may, after giving reasonable notice:

• Suspend classes temporarily
• Release the reserved slot
• Or review the enrolment status

No unannounced financial penalty will be charged, other than a late fee announced in advance and agreed in writing.

Payment must be made only to a payment account or channel officially approved by Nurul Qalam Academy.

A payment made to the account of a teacher, staff member or anyone else who is not authorised will not count as an official payment until the academy has checked the transaction and confirmed it in writing.

Keeping proof of payment is the responsibility of the student or guardian.

For a confirmed payment, as far as possible, the following will be provided or kept:

• A receipt
• A confirmation message
• An invoice update
• Or another official record

A refund application must be made through an official written channel.

Where needed, the following information may be requested:

• The student's name
• The course or package
• The payment amount
• The payment date
• The transaction reference
• The reason for the refund
• Relevant supporting information

After a standard refund request is received, eligibility will generally be reviewed and a decision given within 7 working days.

A Learning Assurance review or another complex refund review may need up to 5 additional working days.

If more time is needed, the student or guardian will be told the following within the first 7 working days:

• The reason for the delay
• Any additional information needed
• The revised decision timeline

If any applicable law or government guideline sets a shorter mandatory time limit for a particular refund, that time limit will take priority.

Once approved, a refund will generally be processed within 7 to 10 working days.

Processing delays at a bank, mobile financial service, card network or payment gateway may be outside the academy's direct control.

If any applicable law or government guideline sets a shorter time for a particular refund, that time limit will be followed.

Where possible, the refund will be made through the same payment method or authorised channel that was used for the payment.

If that is not possible because of technical limitations, another secure payment method may be used with the student's consent.

For payments in a foreign currency, the payment provider's or bank's own currency conversion rate may apply.

The academy will not impose any unannounced exchange, currency conversion or processing charge.

When the student cancels

If a bank, mobile financial service or payment gateway has an actual non-refundable third-party transaction charge, only that actual charge may be adjusted from the eligible refund.

When the service cannot be provided because of the academy

If the service cannot be provided because of the academy, the academy will not deduct its own processing or cancellation charge from the student's refundable amount.

Beyond this, no unannounced refund processing fee will be charged.

If the student or guardian has a complaint about payment, classes, a teacher, a refund or any other service, they may make it through the academy's official written channel.

The academy will:

• Keep the necessary records of the complaint.
• Within 72 hours of receiving the complaint, accept, record and review it, and take steps to resolve it.
• Provide a resolution within that time where possible.
• Tell the student or guardian the steps taken, the initial outcome or the current status by phone, email, SMS, WhatsApp or another approved channel.
• If further review is needed, explain why and what happens next.

The 72-hour complaint requirement will not be treated as the final decision deadline for every complex refund or Learning Assurance review. Refund reviews will be handled under Section 33.

If any applicable law, regulation or government guideline sets a shorter mandatory time limit, that will take priority.

If the matter is not resolved satisfactorily, the student or guardian may seek a remedy under the applicable law.

Nurul Qalam Academy will appoint a Compliance & Complaint Officer responsible for complaint management and for applicable digital commerce compliance.

Their responsibilities will include:

• Receiving complaints and managing records
• Following up on complaint resolution
• Passing payment and refund complaints to the relevant department
• Contacting and coordinating with the relevant government authority where needed
• Giving management the necessary compliance updates

The name and necessary contact details of the Compliance & Complaint Officer will be published and kept up to date on the academy's official website as needed.

Note: The person in this role may change. So their name will not be stated permanently in this policy.

Nurul Qalam Academy may amend this policy in future because of practical needs, changes to its service structure, or changes in applicable laws and guidelines.

Students or guardians will be told about important changes as far in advance as possible.

A new policy will generally take effect from:

• New enrolments
• New courses
• Or the next billing period

For a period already paid for, a new policy will not be applied retrospectively in a way that disadvantages the student.

It is not possible for this policy to cover every possible situation in advance.

In the case of serious illness, a natural disaster, a major internet or technology disruption, a family crisis or another unavoidable situation, the academy may make a special decision, taking into account compassion, fairness and the actual circumstances.

The reason for a special decision will be recorded in writing as far as possible.

Before admission and payment are completed, the student or guardian will be given the opportunity to read this policy.

The following may be used as proof of consent:

• An online checkbox
• Consent on the admission form
• Digital acceptance
• Email confirmation
• Written confirmation on the official WhatsApp

As far as possible, the academy will keep a record of:

• The policy version
• The effective date
• The consent date
• The student's or guardian's confirmation

This will make it possible to check later which version of the policy each student agreed to.

Nurul Qalam Academy is an institution based in Bangladesh.

If a mandatory consumer protection or payment rule of the home country of a student living abroad applies, that mandatory right will not be cancelled or limited by this policy.

International payments, currency conversion and refunds may also be subject to the rules of the relevant payment provider or financial institution.

The academy will not impose any unannounced exchange, currency conversion or processing charge.

This policy is governed by the applicable laws, regulations and government guidelines of Bangladesh.

For Nurul Qalam Academy's online enrolment, online payments and digital services, the academy will follow the relevant provisions of the Digital Commerce Operation Guidelines, 2021, to the extent they apply.

This policy makes no claim about whether the Consumer Rights Protection Act, 2009, or any other law, applies beyond what the applicable law itself establishes.

If any clause of this policy conflicts with an applicable mandatory law, regulation or government guideline, the relevant mandatory provision will take priority.

This policy is not intended to limit any applicable legal right of a student or guardian.

Nurul Qalam Academy believes that a student's money has value, and so does a teacher's time.

If classes stop suddenly after a teacher and time have been reserved for a student, the academy and the teacher should not suffer unreasonable loss.

In the same way, if the academy fails to provide the promised service or cannot fulfil its fair responsibilities to the student, the student should not suffer unfair financial loss either.

The foundations of our Payment, Cancellation, Make-up & Refund Policy:

Transparency • Fairness • Responsibility • Mutual respect • Real learning for the student

Learn Deen with Ease, Build Life with Confidence.

• Official Contact / WhatsApp: 01577-301161
• Official Email: nurulqalamacademy@gmail.com
• Website: nurulqalam.com