1. 1. Refund Request Submission
      1. Student submits a completed Refund Request Form to the Office of the Admin and Operations for processing.
      2. If the student is below 18 years old, the parent or legal guardian must sign all relevant sections of the Refund Request Form.
      3. All required supporting documents must be attached, and the reason for the refund must be clearly stated on the form.
   2. Acknowledgement & Eligibility Verification (Admin & Operations)
      1. The Office of the Admin and Operations acknowledges receipt of the Refund Request within 2 working days.
      2. The Office verifies the student’s contract details to determine refund eligibility based on the refund policy and contract conditions.
      3. If the request is incomplete, the Office will inform the student to submit the missing documents or information before further processing.
   3. Refund Computation (Accounts Officer)
      1. For eligible requests, the Office of the Admin and Operations forwards the request to the Accounts Officer.
      2. The Accounts Officer calculates the refund amount based on the refund policy stated in the Student Contract and records the computed amount on the Refund Request Form.
   4. Management Approval
      1. The computed refund request is submitted to Management for approval before issuing any refund payment.
      2. Management’s decision and approval are documented on the Refund Request Form.
   5. Refund Issuance & Student Notification
      1. Once approved, the Accounts Officer issues the refund according to the student’s preferred payment method.
      2. The Office of the Admin and Operations inform the student of the refund status and provides instructions for collection if the refund is approved.
   6. Collection, Explanation & Acknowledgement
      1. During the collection process, the Accounts Officer explains how the refund amount was calculated.
      2. The student acknowledges receipt of the refund amount and confirms understanding of the calculation on the Refund Request Form.
   7. Records Update (Refund Tracking)
      1. The Accounts Officer updates the Master List of Refunds within 3 working days of Management’s approval.
      2. The Accounts Officer updates the Master List of Refunds again within 3 working days after the refund payment and student acknowledgement.

1. 1. For any requests on Deferment and Withdrawal, students are to fill in the Student Withdrawal and Deferment Request Form and submit it to the Office of the Admin and Operations. For eligible refund cases, the Refund Request Form will be completed as well.
   2. Students should state the reasons for the request.
   3. Upon receipt of the Student Withdrawal and Deferment Request Form, the Office of the Admin and Operations is to contact the parents/guardians of student to find out further the intention of the request. This is to be done within 2 working days upon receipt of the Student Withdrawal and Deferment Request Form (based on the date of application).

1. 4. For any refund cases, the Office of the Admin and Operations would need to explain and document down in the Refund Request Form how the refund amount is being computed.
   5. The Office of the Admin and Operations would also need to inform External Academic Partners and seek permission for deferment of studies for students that are enrolled in courses with External Academic Partners (If applicable).
   6. The Management Team would need to approve (Course Deferment and Withdrawal) all requests in the Student Withdrawal and Deferment Request Form.
   7. For students under the age of 18 Years Old, a written consent would need to be obtained from the parent / legal guardian. Evidence of consent can either be signing off on the Student Withdrawal and Deferment Request Form or any emails / letters that will need to be attached to the same form.
   8. Upon Management Team approval, the Office of the Admin and Operations would need to notify students in writing of the outcome via email.
   9. Office of the Admin and Operations would need to take note of the maximum processing time, including informing students of the final outcome, as follows:
      
      • Refunds, including payment made to students: within 7 working days.
      • Withdrawals and Deferment: within 4 weeks
   10. The maximum processing time from students request of any deferment, and withdrawal to notifying students of the outcome in writing should not exceed 4 weeks.
   11. The school will base the student requests on the following definitions:
       
       • Withdrawal: Student discontinues all courses with the PEI.
       • Deferment: Student delays or postpones the course
   12. Conditions for granting Deferment:
   13. Any deferment granted would ordinarily be up to a maximum of one year. If necessary and upon a fresh request, the deferment may be further extended.
       
       • Requests for extension can be considered on a case-by-case basis.
       • Deferment is subject to the availability of courses offered. The school reserves the right to offer similar courses in replacement of discontinued courses.
         
       • The course must be on-going such that by the time the student returns at the end of the deferment period, he is still able to study all the required courses and successfully complete the requirements for graduation. Acceptable reasons may include:
       • Family members who are very sick or dying where the student’s presence at home is required.
       • Traumatic family circumstances (e.g. death of a parent in an accident) where the family needs to be together to support each other.
       • Sickness or poor health where the student needs to have an extended period of rest.
   14. If the student is under 18 years of age, the Office of the Admin and Operations will contact the parent / legal guardian and seek confirmation of the request for deferment. The Office of the Admin and Operations records the exchange and confirmation given and requests the parent/legal guardian to give written confirmation via email where appropriate.
   15. The principal will consider the deferment request and may consult with the Academic Board or other relevant staff as appropriate. The final outcome must be relayed and approved by the CEO.
   16. Where a deferment is allowed:
       
       • All supervisory processes are suspended. The student does not undertake any academic work and is considered to be ‘inactive’.
       • No course fees will be charged during the deferment period.
       • FPS protection will be extended as appropriate for unused course fees paid for the period of deferment.
       • Unused course fees will be accounted for in accordance with the school’s revenue recognition policy where course fees are recognised on an accrual basis over the period which now includes the deferment period.
       • The length of time of the deferment is not included in the time period for completion of the program and any deadlines will be adjusted accordingly. (The policy of the school is not to allow course extensions where a student is given an extended period to complete a course that other students in the same course would not normally be given.)
   17. International Students are to note that they will need to apply for a new student pass when re-joining the school and this is subject to ICA’s approval.
   18. Conditions for granting Withdrawal:
       All outstanding fees must be settled prior to approval of request.
       
       • 30-days’ notice period
       • ICA will be informed through the cancellation of the Student’s Pass. Student’s Pass Holder is required to submit his/her Student’s Pass to the School for cancellation of the Student’s Pass with ICA.
       • A student who withdrew will have their contract terminated.
       • A New Student Contract and/or a Student Contract Addendum is to be signed when a course deferment has been approved by the school.
       • For any Course Withdrawal or Deferment, the School would need to obtain the student’s parent / legal guardian’s written consent if they are under 18 years of age.

HFSE International School implements the Personal Data Protection Policy to properly safeguard the Personal Data collected from Staff, Students, Parents and Guardians for use in the course of our business.

• • HFSE International School may collect, use, and disclose the following data, videos or photographs:

1. 1. When applying for admission and enrolment
   2. When providing Personal Data by filling in feedback form when giving feedback, asking queries and job applications, requests, and submissions
   3. When contacting HFSE International School, a record of the correspondence including the possible recording of any telephone calls or text messages via WhatsApp or SMS
   4. Details of the visit to HFSE website
   5. If and when responding to any of HFSE’s Marketing promotional activities or newsletters
   6. When filling up job application form for HFSE
   7. When participating in any event or activity organized by HFSE
   8. When you are invited as trainer or speaker to Professional and Personal Development workshops initiated by HFSE

• • Listed below are the kinds of Personal Data that may be collected through the different channels mentioned above:

1. 1. Name
   2. Date of Birth
   3. Mailing Addresses
   4. Email Addresses
   5. Telephone Numbers
   6. ID/Passport Numbers and copies
   7. Educational and employment history and professional qualifications, including and testimonials and references;
   8. Medical, legal and bankruptcy history;
   9. Next of Kin, family or guardian information;
   10. Photos and CCTV/videos;
   11. Bank account details and statements
   12. Curricula Vitae / Resume

• • Purposes of Personal Data Collection, Use and Disclosure

1. 1. To determine suitability for admission and enrolment at HFSE
   2. To perform or carry out HFSE obligations arising from any student’s admission and enrolment at HFSE
   3. To enable HFSE’s service providers, to fulfil obligations arising from any student’s admission and enrolment at HFSE
   4. To enable HFSE to help students apply for accident and medical insurance
   5. To handle requests and enquiries (including payments)
   6. To administer and update student records in HFSE’s databases; monitoring and maintaining copies of student records
   7. To allow communications between HFSE and student’s parents and guardians
   8. To select speakers and trainers to speak to current HFSE students, staffs, teachers, parents and guardians
   9. To administer and facilitate travel and activities arrangements
   10. To facilitate the delivery, maintenance and enhancement of HFSE’s services, programmes and events
   11. To plan, monitor, and enhance the provision of new services, projects, programmes and events
   12. To improve HFSE’s services through your feedback
   13. To process your enquiries and any and all other ancillary administrative purposes
   14. To send regular HFSE e-newsletters
   15. For communications, marketing and publicity purposes
   16. For government, audit and other regulatory purposes
   17. For recruitment and evaluation purposes if you apply for a job with HFSE, i.e. to determine job suitability
   18. For security, surveillance and monitoring purposes
   19. For internal reporting and/or accounting purposes
   20. Purposes incidental to each or all of the above

HFSE may also contact you by any means of communication for which you have given us contact details, including but not limited to via email, telephone numbers, and post, for the purpose of getting your feedback or for providing you with information which we believe could be of interest to you or your organisation.

• • Length of retaining Personal Data
    

    HFSE will cease to retain Personal Data, as soon as it is reasonable to assume that the purpose for collection of such personal data is no longer being served by such retention, and such retention is no longer necessary for legal or business purposes

  • Use of cookies to collect and use Personal Data
    

    When you visit HFSE website, HFSE may collect or analyze anonymized information from which individual information will not be identified.  The information collected may include the number of users and the amount of time they stay on our website, which countries they are from, and what mode of device they are currently using to view our website, as well as domain information that helps us to learn our client’s profile, the frequency of viewing. We use this information to improve our website’s content and navigation.

    Some parts of this website may use cookies, which enable us to track usage patterns, enforce security, and offer you a customised content. A cookie is a small text file that our server places on your computer hard drive as a unique identifier.

    Note that our cookies do not have an expiration date and do not collect personally identifiable information.

    You may disable the use of cookies by selecting the appropriate settings on your browser. This may however result in you being unable to experience the full functionality of the websites.

  • HFSE Protection of Personal Data
    

    HFSE implements a variety of security measures to maintain the safety of your submitted information. All electronic storage and transmission of personal data is secured and stored on managed servers with controlled access and appropriate security technologies.

    Although every reasonable effort has been made to ensure that all personal data will be so protected, HFSE cannot be responsible for any unauthorised use or misuse of such information and from risks which are inherent in all internet communications.

    Your Personal Data will only be disclosed for the express purpose of delivering the product or service requested and shall not be sold or disclosed to any other company for any other reason whatsoever without your consent.

  • Links to third party websites from HFSE’s website
    

    Our websites may contain links to other external websites, such as our business partners. We are not responsible for the privacy policies and practices of these websites taken care of by third parties. We strongly encourage you to check the privacy policy of each website that you visit. Some of these third-party websites may have our logo or trademark acknowledged on their website. However, these websites are not operated and maintained by us. Please contact the owner of the respective websites should you have any questions on their privacy policies

  • Access and Correction of Personal Data
    

    Please contact us via [email protected] should you wish to have access to or seek to update, correct or withdraw the consent to collect and use your Personal Data. Your email should identify yourself and state which Personal Data and information about its use and/or disclosure is requested

  • Further Information
    

    If you are concerned about the handling of your Personal Data, or if you have any complaints or queries related to your Personal Data or our Privacy Policy, please contact HFSE’s Data Protection Officer (“DPO”) at [email protected].

HFSE reserves the right to change this Policy with or without notice from time to time.

• • The School communicates its Dispute Resolution Policy and Procedures via the official website, Student Handbook, Student Orientation, Parent Orientation, and Open House. 

• • Complaint Procedure: 

• • • Students submit a Feedback Form (in person or by email) to the Office of Admin & Operations and/or Academics. 

• • • The office acknowledges receipt within 3 working days, reviews and investigates if needed, and proposes a solution within 7 working days. 

• • • Students must confirm within 14 working days if they accept the solution. If unsatisfied, the matter escalates to the CEO for further review. 

• • • The entire process, including final outcome, should be completed within 21 working days. Any delays must be justified and recorded on the Feedback Form. 

• • • If still unresolved, the case is referred to the Singapore Mediation Centre (SMC) or the Singapore Institute of Arbitrators (SIArb). 

• • Scope: The policy applies to official complaints only; suggestions and compliments are excluded. 

HFSE International School has a medical insurance scheme in place for all students.

Please download the following documents for more information on the HFSE’s Medical Insurance Scheme:

HFSE International School has implemented a Fee Protection Scheme (FPS) in strict accordance with the guidelines set forth by the SkillsFuture Singapore (SSG). The primary aim of the FPS is to safeguard the financial interests of students in the event that HFSE International School faces insolvency or encounters regulatory closure. Additionally, the FPS provides a protective shield for students should the Private Education Institution (PEI) fail to fulfil its obligations, including penalties or refunds mandated by Singaporean courts.

To ensure comprehensive financial security for its students, HFSE International School has engaged Liberty Insurance Pte Ltd, an insurance provider officially appointed by the SkillsFuture Singapore (SSG), to administer insurance protection for each enrolled student.

For clarity, “fees” encompass all monetary transactions made by students to the PEI for enrolment purposes. The following fees are excluded from FPS coverage when collected by the PEI:

(i) Course Application Fee: This fee is levied on students for the sole purpose of processing their application forms, enabling the PEI to assess their eligibility for course admission. Importantly, this application fee should not include any components intended to offset course fee payments.

(ii) Prevailing Goods and Services Tax (GST): GST, as mandated by government regulations, is not covered by the FPS.

(iii) Miscellaneous Fees: Any fees categorized as “miscellaneous” by the PEI are likewise exempt from FPS coverage.

The PEI considers a payment made 15 days after the scheduled due date(s) in Schedule B for the Course Fees and 15 days after the scheduled due date(s) in the invoices for the Miscellaneous Fees as late. The PEI will explain to the Student its policy for the late payment of Course Fees and Miscellaneous Fees, and any impact on the Course/module completion (if applicable). 

Late Payment Fee: 1% per month on any overdue amount as per Course Fee Instalment Schedule

• Examination results, Awards and Appeal Policy

  • All major examinations (summative examinations) must be vetted by the Examination Board to adhere to the principles of fair examination, that they are valid, reliable, equitable, explicit and transparent.
  • Examination Results (including courses with external academic partners) and awards must be approved by the Examination Board before dissemination.
  • All awards must be approved by the awarding authority (if applicable) and/or the Examination Board before they are released.
  • The outcome of appeal must be approved by the Examination Board before notifying the student.
  • For appeals outcomes from the External Academic Partner, the Examination Board is to endorse them before notifying the student of the outcome.
  • All examination results, including awards (if students are graduating) are to be disseminated to all relevant students within 1 month from the date of the last examination.
  • Dissemination of awards can be in the form of information provided to students. The final Student Progress Report and Certificate must be issued within 3 months of the date of the last examination.
  • Information about appeals, including period and timeframe of appeals, would need to be disseminated to students upon the release of examination results at the latest.
  • All appeals shall be processed with fairness and impartiality.
  • Appeals must be submitted in writing, at least 7 working days from the release of examination results. The results of the appeals must be made known to the students within 4 weeks of appeal submission.
  • Appeal Process will be communicated to the students via the Student Handbook, School’s Website, and Orientation Sessions (Parent and Student).
•  
• Approval of Examination results, Appeals and Awards
  • Upon approval of the results by the Examination Board, the Office of the Academics will release the examination results to all students.
  • If students have met all the graduation requirements, their names will be submitted to the Examination Board and/or External Academic Partners for approval of their graduation.

      Student Performance and Graduate Outcomes Data

Students and Graduates may request the following information by sending email ([email protected]) / message to https://hfse.edu.sg/contact-us/:

Student Learning Outcomes
1. Attrition Rate
2. Student Passing Rate
3. Quality of Passes:
    • No. of students who received distinction (Bronze, Silver, and Gold)

Graduate Outcomes
1. Graduation Rate
2. Graduate Achievements:
    • Primary Six – no. of successful entry to secondary institutions in the world / total no. of graduates
    • Secondary Four – no. of successful entry to tertiary institutions in the world / total no. of graduates