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Kaplan Mortgage Education | Ordering Policies

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. All associated shipping charges are non-refundable.

Defective materials may be exchanged for the same product within 90 days of delivery.

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
RA Number: ______________
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.

Course 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. Refunds are subject to a $20 Administrative Fee. Archives of web-based courses and classes are available during your course access period.

Traditional Live Class
If you cancel your enrollment in a Traditional Live Class, you will receive a full refund upon the return of unused materials, for up to 30 days after the date of purchase, and only if the class has NOT started. All class materials must be returned in original, like-new, resalable condition and in the original packaging and/or shrink-wrap. All associated shipping charges are non-refundable.

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 Traditional Live Class, please contact our Customer Service department at (877) 792-4473. You may only reschedule/transfer if you have not attended the class. A combined total of four (4) reschedules/transfers per year may be made at no charge, provided the requests are made eight (8) days or more prior to the start date of the class you are scheduled to attend. If you request to reschedule/transfer within 7 days or after your class start date, you may be subject to a $20 administrative fee. If you exceed four (4) reschedules/transfers per year for the same course, then administrative fees will 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 re-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 or check with the National Mortgage Licensing Service (NMLS).

Price Adjustment Policy

Discount or pricing adjustment requests 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, materials may be shipped by Next-Day or 2nd Day service. Next-Day and 2nd 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

In general, online access to study materials for Mortgage licensing exam prep courses shall be granted for a period of 4 months from the date of purchase. Access to the 20-hour course shall end at 11:59pm CST on the Friday during the week of your live course. All courses may be subject to the rules and/or regulations established by individual states. Additional rules and regulations relative to completion of the course are listed in the 15 minute introductory video. Course titles are subject to change without notice.

Additional Policies

By visiting the Kaplan Professional Schools or Kaplan Real Estate Education sites 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. Your continued use of the Kaplan Professional Schools or Kaplan Real Estate Education sites after any modification indicates your agreement to the new terms.

Terms and Conditions are subject to change without notice. Please review periodically at www.kapre.com

For more information regarding administrative policies such as our complaint policy, please contact our offices at (877) 792-4473.

State Policies

All program policies are subject to the rules and/or regulations established by individual states. For more information about refund policies in specific states, please see the state policies listed below or check with the National Mortgage Licensing Service (NMLS).

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 ishttp://highered.colorado.gov/dpos. Each of the policies and programs above are described in our College Bulletin, which is provided to students upon enrollment.

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.

Texas Workforce Commission Refund Policy

  1. Refund computations will be based on the period of enrollment computed on basis of course time (clock hours).
  2. The effective date of termination for refund purposes will be the earliest of the following:
    1. the last date of attendance; or
    2. the date of receipt of written notice from the student
  3. 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.
  4. 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.
  5. A full refund of all tuition and fees is due in each of the following cases:
    1. an enrollee is not accepted by the school;
    2. if the seminar of instruction is discontinued by the school, and this prevents the student from completing the seminar; or
    3. if the student’s enrollment was procured as a result of any misrepresentation by the owner or the representatives of the school.
  6. 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:

    1. 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;
    2. 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
    3. 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:
      1. satisfactorily completed at least 90 percent of the required coursework for the program; and
      2. 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.

Please forward any complaints to:
Texas Workforce Commission, Careers Schools and Colleges
101 E. 15th St., Suite 104T, Austin, TX 78778-0001
Ph: 1-512-936-3100 • Fax: 1-512-936-3111

Family Educational Rights and Privacy Act

The Family Educational Rights and Privacy Act (FERPA) affords eligible students and their parents certain rights with respect to their education records including:

  1. Online student records are maintained for a minimum of 6 years from course completion, but for not less than the amount of time required by State laws. Academic transcripts are maintained indefinitely.
  2. Students have the right to inspect and review their education records during normal school hours within 45 days of the day the President/Executive Director receives a written, dated request for access. Kaplan University does not permit students to inspect or review confidential student guidance notes maintained by the University, nor financial records, including any information those records contain, of their parents or guardians.
  3. Students have the right to request the amendment of education records that they believe are inaccurate, misleading, or a violation of privacy. A student requesting amendment of an education record should submit a written, dated request to the President/Executive Director, clearly identify the part of the record he or she wants changed, and specify why it is inaccurate, misleading, or a violation of privacy. If the University decides not to amend the record, the University will notify the student of the decision and the student’s right to a hearing regarding the request for amendment.
    Additional information regarding the hearing procedures will be provided to the student when notified of the right to a hearing.
  4. Students have the right to consent to disclosures of personally identifiable information contained in the student’s education records, except to the extent that FERPA authorizes disclosure without prior consent from the parents or the eligible student, as applicable. The University may neither release nor disclose personally identifiable information contained in the student’s education records to outside employers, agencies, or individuals without first securing a written release from the parent or eligible student, as applicable, unless permitted by the Act. An exception to the above student record release policy permits disclosure without consent to employers who pay for the education, or school officials with legitimate educational interests. A school official is a person employed by the University in an administrative, supervisory, academic, research, or support staff position, including law enforcement unit personnel and health staff , or a person or company with whom the University is affiliated or has contracted such as an attorney, auditor, or collection agent. A school official has a legitimate educational interest if the official needs to review an education record in order to fulfill a professional responsibility. Upon request, the University discloses educational records without consent to officials of another school in which a student seeks or intends to enroll.
  5. Students have the right to file a complaint with the U.S. Department of Education concerning alleged failures by the University to comply with the requirements of FERPA. The name and address of the office that administers FERPA is:

Family Compliance Office
U.S. Department of Education
400 Maryland Avenue, SW
Washington, DC 20202-4605

Directory Information Public Notice

In accordance with the Family Educational Rights and Privacy Act of 1974 (FERPA), Kaplan University maintains an online directory for the University community. The online directory may also include information commonly referred to as “directory information.” The University designates the following categories of student information as directory information:

  • Name
  • Address
  • Telephone number
  • Email address
  • Photographic representations of students
  • Field of study
  • Grade level
  • Enrollment status
  • Dates of attendance at the University
  • Degrees, honors, and awards received
  • Participation in officially recognized campus activities

The University does not accept responsibility for information published by users in the directory and reserves the right to delete or modify information posted to the directory that is abusive, inflammatory, defamatory, infringing of intellectual property, or otherwise inappropriate in an academic environment. Students who improperly use the directory or any information it contains may be subject to disciplinary action. Additionally, the University may release directory information to third parties without prior consent of students. Directory information may be disclosed by the University at its discretion for any purpose including, but not limited to, requests from law enforcement agencies and degree verification requests from prospective employers.

Currently enrolled students may choose to withhold disclosure of their directory information by contacting out Customer Service department at kupaceprivacy@kaplan.com and completing a Directory Information Withholding Request Form. The University will honor a student’s request to withhold directory information; however, cannot assume responsibility for subsequently contacting the student for permission to release information to prospective employers, relatives, or other persons. The Student accepts the responsibility of providing all such Directory Information to their employer, in the event he/she has requested withholding the same. The failure on the part of any student to specifically request that his or her directory information be withheld indicates individual approval for disclosure. Additionally, the student’s request to withhold directory information will not affect previous disclosures made by the University prior to receipt of the request.