Terms and conditions

Last revised: June 2022

Kaplan Learning training courses terms and conditions

Kaplan Learning bookshop terms and conditions

Kaplan Learning training courses terms and conditions

Core terms applicable to all Kaplan Financial courses

Subscriptions

Discounts, offers and schemes

Annex 1 - Deferral Policy

Annex 2 - Extension Policy

Annex 3 - Model Cancellation Form

Annex 4 - Complaints Policy

Annex 5 – Student Code of Conduct

Annex 6 – Disciplinary Procedure

Annex 7 – Plagiarism Statement

Annex 8 – Academic Support Reasonable Usage Policy

All other policies

Core terms applicable to all Kaplan Financial courses

1. These terms
   These terms apply to sales to outside the UK and Ireland. If you are within the UK or Ireland please refer to the following website: https://kaplan.co.uk
   1. What these terms cover.
      These are the terms and conditions on which we provide study materials and services to you, whether these are courses, exams, associated services or digital content combined (a Course).
   2. Why you should read them.
      Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide Courses to you, how you and we may change or end the contract, what to do if there is a problem, and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
2. Information about us and how to contact us
   1. Who we are. We are Kaplan Financial Limited, a company registered in England and Wales. Our company registration number is 1028790 and our registered office is at 179-191 Borough High St, London, SE1 1HR. Our registered VAT number is 719 0088 37. Kaplan Financial and Kaplan Professional are trading names of Kaplan Financial Limited. Kaplan Financial acts as agent for Kaplan Publishing Limited in the collection of payments for and the supply of hard copy study materials. All study materials, whether in written or electronic format, are supplied by Kaplan Publishing Limited (Registered Office: 179-191 Borough High St, London, SE1 1HR. registered in England No. 5728180).
   2. Where study materials are supplied in conjunction with a course, they are included in the fees quoted and Kaplan Financial acts as agent for Kaplan Publishing Limited in collecting amounts payable to such company. Any queries regarding any such study materials should be addressed to Kaplan Financial on behalf of Kaplan Publishing Limited.
   3. How to contact us. You can contact us by telephoning our Student Services team at +44 161 259 7400 or by emailing us at kaplanlearning@kaplan.com.
   4. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us when you enrolled.
   5. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
   6. Glossary. When the following words with capital letters are used in these terms and conditions, this is what they mean:
      1. Additional Fees means any fees payable to either us or the relevant professional body for computer based e-assessments, examination entry fees and e-project, tests and assessments, any updates to the Course, and any registration and membership fees.
      2. Cancellation Period means a period of 14 days starting the day after we email you to confirm your enrolment on a Course.
      3. Start Date means the date on which the Course you have accepted enrolled on commences.
3. Our contract with you
   1. The enrolment and acceptance process. You may enrol for a Course online or by telephone. Alternatively, you may enrol by contacting us for an enrolment form, completing this and submitting by email, post or in person at one of our training centres.
   2. If you are paying by debit or credit card, we will debit the course fee from your card on or after the day you make an order for the Course. Credit or debit card details are collected over a secure link.
   3. If you inform us that your employer is paying the Course fee, your enrolment will only be accepted if your employer has provided authorisation and has approved credit terms with us. We will invoice your employer directly.
   4. Our acceptance of your enrolment will take place when we have issued you with confirmation of your enrolment at which point a contract will come into existence between you and us and you will be required to pay the Course Fees and any Additional Fees unless we have agreed to third party funding.
   5. If your employer is paying your Course fee directly to us, we have agreed a separate contract with your employer for the provision of the Course. In this case any provisions relating to the payment of fees or refunds contained in these terms and conditions do not apply to you.
   6. Any provisions relating to the payment of fees or refunds also do not apply to you if we are providing you with sample resources and demos free of charge.
   7. If we cannot accept your enrolment. If we are unable to accept your enrolment, for example where you have provided incomplete or inaccurate information, we will inform you of this.
4. Your rights to make changes
   If you wish to make a change to the Course you have applied for please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the Course, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. An administrative fee may be payable.
5. Our rights to make changes
   1. Minor changes to the Courses. We may change the Course and these terms:
      1. To reflect changes in relevant laws and regulatory requirements;
      2. To implement minor technical adjustments and improvements, which will not affect the delivery of a Course; and
      3. To ensure consistency with UK professional education sector practice and guidance.
      4. To accommodate minor or temporary changes to dates and locations, which do not impact on the overall provision of the Course.
   2. More significant changes to the Courses and these terms. In addition, we may make the following changes to these terms or the Course, but if we do so we will notify you in advance and you may then contact us to end the contract and receive a full refund before the changes take effect:
      1. To increase Course fees to proportionately reflect the costs associated with establishing and providing the Course;
      2. To correct errors;
      3. By adding or removing optional modules; and
      4. If a third party such as a government body, an awarding body or professional institute which governs a Course imposes the changes on us, such as amending a policy or procedure, changing the syllabus or method of assessment.
   3. Updates to digital content. We may update or require you to update digital content. We may from time to time make modifications, enhancements or issue clarifications (for example, to clarify ambiguous regulatory drafting) to audiovisual, interactive or written courses, and our systems requirements. Access to such changes will be free of charge to the extent that such changes relate to the Course purchased by you at the applicable time, during the period for which the digital content is available for your Course. The updated digital content shall always match the description of it that we provided to you before you bought it.
6. Providing the Courses
   1. Acceptance of your enrolment on your Course. By submitting the online booking form, posting the booking form to us or agreeing to enrol over the phone you are formally accepting these terms and conditions and your enrolment on the Course and Start Date as set out in your confirmation of enrolment.
   2. Course updates. From time to time certain courses and/or study materials may be superseded by new legislation, new syllabi, or the issue of new regulations. If this arises then we may produce courses covering the new material. For the avoidance of doubt, purchase of a current Course does not as part of the original purchase price entitle access to future revised courses and further amounts may be due.
   3. Delivery costs. The costs of delivery of study materials will be as follows:
      Malaysia: RM60
      Europe: €40
      Rest of World: $47
      Kaplan-Learning.com will give you the option to opt out of receiving hard-copy materials thus saving you the delivery cost fee.
   4. When we will provide the Course. During the enrolment process we will let you know when we will provide the Course to you. The study materials which are included within the Live Online course will be despatched in accordance with the following delivery guidelines:
      1. Europe: delivery within approximately 5-7 working days of despatch; and
      2. Malaysia: delivery within 3-5 working days of despatch; and
      3. Rest of the World: delivery within approximately 7-10 working days of despatch.
      If you choose to opt out of having the hard-copy materials. The decision you make on whether to have hard-copy materials or not is part of the contract between us. Once made you can contact us if your enrolment is within 48 hours to see if they can still be despatched or cancelled. Kaplan is under no obligation to honour a change.
   5. We are not responsible for delays outside our control. If provision of the Courses is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any part of the Course you have paid for but not received.
   6. Reasons we may suspend the provision of a Course to you. We may have to suspend the provision of a Course, for example to:
      1. Deal with technical problems or make technical changes;
      2. Make changes to a Course as notified by us to you (see clause 5); and
      3. Complete any disciplinary procedure.
   7. Your rights if we suspend the provision of a Course. We will contact you in advance to tell you we will be suspending provision of a Course, unless the problem is urgent or an emergency. You may contact us to end the contract for a Course if we suspend it, or tell you we are going to suspend it and we will refund any sums you have paid in advance for part of the Course that you have paid for but not received.
   8. We may also suspend provision of a Course if you do not pay. If you do not pay us for a Course when you are supposed to (see clauses 3e and 11) and you still do not make payment within 7 days of us reminding you that payment is due, or if your sponsoring employer or third party funder does not pay us, we may suspend provision of the Course until you have paid us the outstanding amounts. We will contact you to tell you we are suspending provision of the Course. We will not suspend the Course where you dispute the unpaid invoice (see clause 11f). We will not charge you for the Course during the period for which it is suspended. As well as suspending the Course we can also charge you interest on your overdue payments (see clause 11f).
   9. You will become responsible for study materials from the time we deliver them to you (to the address you gave us) or until you return them to us.
   10. Ownership of Intellectual Property. All intellectual property rights (including copyright) in a Course or other learning materials belong to us, or another company in the same group of companies as us.
   11. Licence of Intellectual Property. We will allow you to use the applicable study materials in a personal capacity for the purposes of studying on the Course. That permission will end when this Contract ends. You agree that you will only use any study materials and/ or digital content for study purposes and that you will not copy, make available, transmit , reproduce, sell, licence, distribute, publish or broadcast or otherwise circulate the materials.
   12. It is your responsibility to register and/or become a member of the relevant professional body for your Course.
7. Your rights to end the contract
   1. You can always end your contract with us. Your rights when you end the contract will depend on what you have applied for, how we are performing and when you decide to end the contract:
      1. If you want to end the contract because of something we have done or have told you we are going to do, see section 7b;
      2. If you have just changed your mind about a Course, see sections 7b(vi), 7c and 7d. You will be entitled to a refund if you cancel within the 14 day Cancellation Period (the value of any services already provided in that period will be deducted from the refund).
      3. In all other cases (if we are not at fault and the Cancellation Period has ended), see section 7e.
   2. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any part of the Course which have not been provided and you may also be entitled to compensation. The reasons are:
      1. We have told you about a significant upcoming change to the Course or these terms in accordance with clause 5b which you do not agree to;
      2. We have told you about an error in the price or description of the Course you have ordered and you do not wish to proceed;
      3. There is a risk that the Course may be significantly delayed because of events outside our control as provided for by clause 6f;
      4. We have suspended provision of the Course for technical reasons, or notify you we are going to suspend it for technical reasons, in each case for a period of more than 30 days; or
      5. You have a legal right to end the contract because of something we have done wrong.
      6. Exercising your right to change your mind (Consumer Contracts Regulations 2013). You have a legal right to change your mind within 14 days and receive a refund (the value of any services already provided in that period will be deducted from the refund). These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms. If you are cancelling within the 14 day Cancellation Period then please let us know by a clear statement: using the contact details in section 8a, send us a letter, email us, or call us. Please give us your name, address, details of the Course and where available your phone number and email address. You may also use the model cancellation form provided at Annex 1 to these terms. The use of the model cancellation form is not obligatory. To meet the cancellation deadline it is sufficient for you to send us your communication telling us you wish to cancel before the end of the Cancellation Period. If you are posting either a letter or the model cancellation form to us, you may wish to send this by recorded delivery as you will need to be able to prove that we have received it. If you are completing the online model cancellation form, we will acknowledge receipt by email without delay.
   3. When you don't have the right to change your mind. You do not have a right to change your mind in respect of:
      1. Digital content after you have started to download or stream these; and
      2. Services, once these have been completed, even if the Cancellation Period is still running; and
      3. Sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them.
   4. How long do I have to change my mind? You have 14 days after the day we issue you confirmation of your enrolment in accordance with clause 3e. If you cancel after the Start Date, you must pay us for the elements of the Course provided to you up until the time you tell us you have changed your mind. If we delivered digital content to you immediately, and you agreed to this when you applied, you will not have the right to change your mind, and will have to pay us for that element of the Course.
   5. Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 7a), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for study materials or digital content is completed when these are delivered, downloaded or streamed and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end the contract in these circumstances, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for any elements of the Course not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract which will include an administrative fee. The compensation amounts are as follows:
      1. Malaysia: RM350
      2. Europe: €100
      3. Rest of World: $80
8. How to end the contract with us (including if you have changed your mind)
   1. Tell us you want to end the contract. To end the contract with us, please let us know by:
      1. Phone - Call Student Services on +44 161 259 7400
      2. Email us at kaplanlearning@kaplan.com. Please provide your name, home address, details of the order and, where available, your phone number and email address.
   2. Returning study materials after ending the contract. If you end the contract for any reason after study materials have been dispatched to you or you have received them, you must return them to us. You must either return the study materials in person to one of our offices or centres if your Course is live online or, if your Course is Distance Learning, post them back to us at Kaplan Financial Returns, c/o Kaplan Publishing Limited, 2 The Business Centre, Molly Millars Lane, Wokingham, RG41 2QZ. If you are exercising your right to change your mind you must send off the study materials within 14 days of telling us you wish to end the contract. Please see section 8e for more information.
   3. When we will pay the costs of return. We will pay the costs of return:
      1. If the study materials are faulty (such as missing pages or misprinted) or the Course has been misdescribed; or
      2. If you are ending the contract because we have told you of an upcoming change to the Course or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
      In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
   4. How we will refund you. We will refund you the price you paid for the Course including delivery costs, by the method you used for payment. However, we may make deductions from the fees, as described below.
   5. Deductions from refunds. If you are exercising your right to change your mind:
      1. We may reduce your refund of the fees (excluding delivery costs) to reflect any reduction in the value of the study materials, if this has been caused by your handling them in a way which would not be permitted in a shop, such as where the item has not just been checked but used. If you have marked or written on the study materials, they will no longer have any value for us and so we will be unable to issue a refund. If we refund you the price paid before we are able to inspect the study materials and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
      2. We may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract. If we delivered digital content to you immediately, and you agreed to this when you applied, you will not receive a refund for that part of the Course. If we have provided you with a voucher or code in order to access digital content and you have already redeemed this voucher or code, we will not refund you the cost of the digital content.
   6. When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
      1. Your refund for study materials will be made within 14 days from the day on which we receive the study materials back from you or, if earlier, the day on which you provide us with evidence that you have sent the Course back to us. For information about how to return study materials to us, see clause 8b.
      2. In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.
9. Our rights to end the contract
   1. We may end the contract if you break it. We may end the contract for a Course at any time by writing to you if you:
      1. Do not make a payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due.
      2. Do not receive funding authorisation from your employer or payment plan approval prior to the Start Date or if authorisation to fund the Course is withdrawn during the duration of your Course.
      3. Have not complied with our policies referred to in clause 15, those of any relevant professional body or institute, or you are guilty of inappropriate conduct, or are acting in a way that detrimentally affects the learning of others.
   2. If we end the contract in the situations set out in section 9a on or after the Start Date you will not be entitled to any refund. If we end the contract in advance of the Start Date, we will refund any money you have paid in advance for a Course, but we may deduct from that refund as reasonable compensation for the net costs we will incur as a result of ending your contract.
10. If there is a problem with the Course
    1. How to tell us about problems. If you have any questions or complaints about the Course, please contact us. You can telephone our Student Services team at +44 161 259 7400 or email us at kaplanlearning@kaplan.com
    2. Our complaints procedure is found on our Complaints Policy section, see Annex 2. If you wish to make a formal complaint once you have read the policy, please do so using our complaints form or alternatively use the details found in clause 10a.
    3. Your obligation to return rejected study materials. If you wish to exercise your legal rights to reject study materials you must post them back to us.
    4. We will refund the cost of study materials sent to you (less postage and packaging) if you return them to Kaplan Financial Returns, c/o Kaplan Publishing Limited, 2 The Business Centre, Molly Millars Lane, Wokingham, RG41 2QZ within 14 days of receipt in a re-saleable condition (for CDs this means with the security seal intact). You must obtain proof of postage which you may be required to produce in the event of any query.
11. Fees and payment
    1. Where to find the fees for the Course. The fees of the Course will be the price indicated on the booking page when you make your booking. We take all reasonable care to ensure that the price of the Course advised to you is correct. However please see clause 11c for what happens if we discover an error in the price of the Course.
    2. Additional Fees are payable. Unless otherwise stated, the Course Fees do not include Additional Fees.
    3. What happens if we got the fees wrong. It is always possible that, despite our best efforts, some of the Courses we provide may be incorrectly priced. We will normally check prices before accepting your enrolment so that, where the Course's correct fees at your enrolment date is less than our stated price at your enrolment date, we will charge the lower amount. If the Course's correct price at your enrolment date is higher than the fees stated, we will contact you for your instructions before we accept your enrolment.
    4. When you must pay and how you must pay. We accept payment with Visa, Mastercard, American Express, Visa Delta/ Debit/ Electron, Maestro, Solo, Diners Card, JCB. When you must pay depends on what Course you have enrolled on:
       1. If you are a sponsored student and your employer is paying your fees, we will dispatch study materials and give you access to digital content and start providing your Course once your employer has paid us, or has agreed payment terms with us. If you are not a sponsored student, we will dispatch study materials and give you access to digital content and start providing your Course once you have paid us, have obtained a loan or agreed payment terms with us.
       2. For digital content, you must pay for these before you download them.
       3. For services you must pay the fees in advance.
    5. We can charge interest if you pay late. If you do not make any payment to us by the due date, we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of Barclays Bank from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgement. You must pay us interest together with any overdue amount. What to do if you think an invoice is wrong. If you think an invoice is wrong, please contact us promptly to let us know and we will not charge you interest until we have resolved the issue.
    6. Third Party funding. If your employer is sponsoring your studies, then additional documentation may need to be completed prior to enrolment. Please note that if funding is not received or ceases then we will end this contract as set out in clause 9a (ii).
12. Our responsibility for loss or damage suffered by you
    1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the enrolment process.
    2. If defective digital content which we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill we will either repair the damage or pay you compensation. However, we will not be liable for damage which you could have avoided by following our advice to apply an update offered to you free of charge or for damage which was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us It is your responsibility to use virus checking software.
    3. We are not liable for business losses. We only supply the Courses for domestic and private use. If you use the Courses for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
13. How we may use your personal information
    1. How we will use your personal information. We will use the personal information you provide to us:
       1. To supply a Course to you;
       2. To process your payment for a Course; and
       3. If you agreed to this during the enrolment process, to inform you about similar Courses that we provide, but you may stop receiving these at any time by contacting us.
    2. We may share your personal information:
       1. If you are a sponsored student, we will share your data, course attendance and test results with your employer or any other party responsible for paying your fees.
       2. With any one of AAT, ACCA, CIMA, and ICAEW as the relevant professional body for your Course.
       3. With other companies or organisations we have hired to perform services on our behalf including, without limitation, training services, carrying out market research, facilitating some aspects of our site and services, managing our database, contacting you, sending e-mail and fulfilling your requests. These other companies may be supplied with or have access to your personal data solely for the purpose of providing these services to us or on our behalf. We are the data controller and will remain accountable for the personal information.
       4. With other business divisions and subsidiaries of Kaplan, Inc. (our "Affiliated Businesses") that provide services we think might interest you.
       5. With a third party in connection with a change in or corporate structure such as, but not limited to, merger, consolidation, sale, liquidation, or transfer of substantial assets.
       6. We may disclose personal information, as permitted or required by law, and to: (i) respond to inquiries or requests from governmental or public authorities; (ii) protect our rights, privacy, safety or property; (iii) permit us to pursue available remedies or limit damages that we may sustain; and (iv) enforce our agreements, including without limitation our enrolment terms and conditions.
14. Technology
    1. Essential requirements. You will need the following essentials to participate in one of our Courses.
       1. Access to a PC or laptop;
       2. Ability to connect to the internet via a broadband connection; and
       3. Calculator - please note that some professional bodies specify the requirements for calculators and you will need to check this.
    2. Your browser. Our learning platform supports all the major modern browsers. However, for optimum performance we recommend that you use the latest version of Chrome. Please refer to our systems requirements which is updated regularly.
    3. Pop-up blockers and firewalls. Your web browser may have active pop-up blockers to suppress unwanted advertising. Similarly, you may be behind a content-blocking device such as a firewall. It may be necessary to reconfigure or disable these. If you are accessing the learning platform from work or in a public place you may have to contact the system administrator to do this. It is your responsibility to ensure that Kaplan.co.uk, Kaplan.com and Kaplan-learning.com are added to your safe domain list.
    4. Computer equipment and internet access costs. These are not included in our Course fees and are your responsibility.
    5. It is your responsibility to check that the computer or any other mobile device (such as a tablet) you plan to use to access your MyKaplan account and/or online course is compatible with the minimum specification requirement for operating MyKaplan and/or using our websites and participating in webinars.
    6. Digital content is available for a limited period only and that period will vary depending on the course. Examples are given below. Call customer services on +44 161 259 7400 or email us at kaplanlearning@kaplan.com if you'd like to know the specific period for the course that you are enrolling onto.

       Course	Qualifications	Access Duration
       Live Online	ACCA Applied Skills (except LW), ACCA Strategic Professional, CIMA Case Study, ACCA Foundations, ACA Professional	6 months after selected exam month
       Live Online	ACA Advanced	8 months after selected exam month
       Live Online	ACCA Applied Knowledge and LW, CIMA Cert BA, CIMA Professional OTs, ACCA Foundations	3 months after last course date
       Live Online	ICAEW Cert / CFAB, AAT	6 months after last course date
       Subscription (full course)	AAT, ACCA, CIMA, ICAEW	3 years from enrolment date
       Subscription (free trial)	AAT, ACCA, CIMA, ICAEW	5 days from enrolment date
       OnDemand	ICAEW Data Analytics	12 months from purchase date
       Publishing resources	Study Texts, Exam Kits, Essentials Pack, ACCA Get Ready For	12 months from purchase date
       Publishing resources	CIMA Exam Practice Plus	3 months from purchase date

15. Kaplan policies
    1. You must comply at all times with the following Kaplan policies:
       1. Student code of conduct found in our Student Code of Conduct section, see Annex 5.
       2. Kaplan Wi-Fi policy found in our Wi-Fi policy section.
       3. In the event that you are in breach of the Student Code of Conduct we reserve the right to apply the Student Disciplinary Procedure found in our Disciplinary Procedure section, see Annex 6.
16. Other important terms
    1. We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happened and we will ensure that the transfer does not affect your rights under this contract.
    2. Courses are not transferable between students.
    3. Students must not share any online content with nor make their online passwords available to any third parties including other students. We reserve the right to terminate access to your online account in these circumstances or where we detect any suspicious or unusual activity related to your account.
    4. Nobody else has any rights under this contract. Unless you are sponsored by your employer, this contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
    5. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    6. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the Courses, we can still require you to make the payment at a later date.
    7. Which laws apply to this contract and where you may bring legal proceedings. By agreeing to these terms and conditions, you are agreeing that these terms are governed by English law and you can bring legal proceedings in respect of the Courses in the English courts. This is the case even if you live outside of the European Economic Area.
    8. You should satisfy yourself that you will not be in breach of any law where you are resident if this is outside of the UK. When ordering study materials for delivery (other than in the UK), you may be subject to import duties and taxes, which are levied once the goods reach the specified destination. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when you order study materials from Kaplan Publishing, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the study materials.

Subscriptions

The subscription courses are a pay as you go method of study where you retain access to study materials for all modules within a qualification until you choose to cancel your subscription. At which point you will have access to the end of your current billing period. At which time access will cease. The available qualifications for this are AAT, ACCA , CIMA and ICAEW. Subscriptions can be cancelled through your Kaplan Learning account on the website.

Free Trial Period

1. You are eligible for a free trial before you purchase a course with Kaplan. This will give you access to all the content and resources available to Kaplan students.
2. Once the trial has expired after 5 days you will no longer have access to the content provided by Kaplan. To continue using the resources available, students must then enrol using one of the subscription models available.
3. The free trial period cannot be extended unless due to extenuating circumstances.

Enrolment

1. To enrol on a Kaplan subscription package, you need to select your preferred subscription payment plan (monthly, quarterly or annually) and then proceed to checkout. Upon entering payment details, you are formally accepting the Kaplan terms and conditions.
2. You acknowledge the fact that it is your sole responsibility to get registered and/or become a member of the relevant professional accountancy body for your course as required. Kaplan can advise but it is the student's responsibility to organise this themselves.
3. By enrolling on a Kaplan course, you hereby give Kaplan permission to share your institute registration number with the institute body for the purpose of the result service. You also give permission to the institute to share your exam results with Kaplan. These details will not be shared with any third party.
4. No hard copy materials are provided when enrolling on an AAT, ACCA, CIMA or ICAEW subscription course.
   1. The Kaplan Integrated Workbook/ CIMA case study Familarisation & Practice workbook will be downloadable as a PDF for courses. The Study Text and Exam Kit will be available in a soft copy. Pocket Notes/Revision Cards are excluded but can be purchased separately. For ICAEW courses, the Study Manual and Question Bank are not included, these need to be purchased separately from bibliU.

Payment

1. Depending on which plan you choose (monthly, quarterly or annually) charges will vary. You can place your order directly on our website and pay by debit or credit card. You will be asked for your card details at the checkout where you can pay securely. Your order will then take 48 hours to be completed.
2. Kaplan will continue to take payment either monthly, quarterly or annually until the student fully cancels the subscription. You will be sent email reminders 1 week before payment is due.
3. If payment fails a notification email is sent to the student. We will then try to take payment again after 3 days, if it fails again we will attempt after 5 days. Finally, if it still fails after 7 days the subscription will be cancelled and the access will be taken away. As soon as payment is received the course will be made active again.

Membership

1. The fees will be payable in Malaysian Ringgit, Euros or Dollars
2. If a student decides to cancel their subscription, they are not entitled to a refund for any previous months paid (Monthly, Quarterly or Annually).
3. If prices increase at any point in the agreement, students will be notified in advance.
4. The membership will automatically renew unless we are notified otherwise.
5. If a student decides to cancel/pause their subscription they can do this online via their account or get in touch with our customer services team via email for assistance.
6. If a student decides to upgrade or downgrade the subscription they can do this online via their account or get in touch with our customer services team via email for assistance.
7. Students are responsible for managing their membership account. They can view their subscription details, edit payment details, cancel their subscription and view any past invoices.

Discounts, Offers and Schemes

Discounts: If several discounts potentially apply to a course, only one such discount may be selected. Discounts, offers and schemes are subject to availability and may be withdrawn or changed at any time without notice.

The terms and conditions of the Kaplan Financial Pass Guarantee for Live Online ACCA, AAT and CIMA courses are as follows. Subscription students are not eligible for pass guarantee.

1. The complete course programme must be purchased as detailed below:
   1. ACCA Applied Knowledge/Foundation Diploma in Accounting and Business: a Live Online course; or
   2. ACCA Applied Skills or Strategic Professional: a Live Online Tuition, Revision and Pre-Exam Workshop (PEW) course for the same subject and sitting, or a complete SBL or LW ENG course
   3. CIMA Live Online course.
   4. AAT Live Online course
2. All amounts due must have been paid in full.
3. A student must make a reasonable attempt at all programmed course tests and mocks.
   1. For ACCA Applied Knowledge/Foundation Diploma in Accounting and Business, and Law a student must attempt their Consolidation Test, Progress Test and Mock online via MyKaplan;
   2. For ACCA Applied Skills and Strategic Professional, a student must attempt their Consolidation Test, Progress Test, Mock and PEW questions. Where applicable, scripts must be submitted for marking via MyKaplan in accordance with the relevant submission deadlines provided.
   3. For ACCA Strategic Business Leader, a student must attempt their Mock 1, Mock 2 and Mock 4 questions. Scripts must be submitted for marking via MyKaplan in accordance with the relevant submission deadlines provided.
   4. For CIMA Certificate in Business Accounting and Professional OT, a student must attempt their Consolidation Test, Progress Test and two online mock exams via MyKaplan.
   5. For CIMA Professional Case Study, a student must attempt their three mock exams via MyKaplan.
   6. For AAT Q2022, a student must attempt their consolidation test, progress test and two mock exams via MyKaplan.
   7. The course must be followed as detailed below:
      1. A Live Online student must attend or fully view all of the course lectures;
   8. Students must attempt the real exam.
      1. ACCA Applied Knowledge/Foundation Diploma in Accounting and Business and ACCA LW (F4) students must attempt their computerised examination within 3 weeks of the final date of their course;
      2. ACCA Applied Skills and Strategic Professional students must attempt the scheduled exam sitting for that course.
      3. CIMA Certificate in Business Accounting & Professional OT students must attempt their computerised examination within 3 weeks of the final date of their course.
      4. CIMA Professional Case Study students must attempt the scheduled exam sitting for that course.
      5. AAT students must attempt their computerised examination within a maximum of 4 weeks from completion of the Live Online Course.
4. The Pass Guarantee does not apply to OnDemand subscription courses.
   1. The Pass Guarantee is not transferable.
   2. Students who defer a course may still be eligible for the pass guarantee, provided all other conditions have been met.
   3. The Pass Guarantee is subject to availability and may be withdrawn at any time without notice.

In the event of an exam failure

5. Provided eligibility requirements have been met, a student will be entitled to the following support relating to the subject failed:
   1. Reattendance of a course or part of a course for a Live Online student, as detailed below.
      1. A Live Online student will be entitled to attend (where available) a subsequent Live Online course free of charge.
      2. This will include the latest online materials via MyKaplan. New printed materials will not be supplied.
      3. To arrange enrolment on a subsequent course the student must discuss their request with Student Services and email kaplanlearning@kaplan.com or phone the team on +44 161 259 7400 who will advise on what would be best, based on their position.
   2. For ACCA, - a new online enrolment or an online resit course via MyKaplan for a Live Online student. The resit courses includes a diagnostic module and (where applicable) checklist to identify the support needed, with additional online resources including a previously unseen mock.
   3. For CIMA Cert BA and CIMA Professional OT & AAT Q2022 eligible students your online resit resources will be available via your existing MyKaplan Live Online course. To automatically release your resit resources you must have attempted all the assessments on the course and completed the resit survey.
   4. For CIMA Professional Case Study students your online resit resources, including (where applicable) access to the new pre-seen resources and unseen mock exams, will be available via your existing MyKaplan Live Online course. To automatically release your resit resources you must complete the resit survey which will be made available in the results week for the exam sitting you were attempting.
6. In order to validate and retain the Pass Guarantee, the student must reattempt their exam within the periods specified:
   1. ACCA Applied Knowledge/Foundation Diploma in Accounting and Business or ACCA LW (F4): within 6 weeks of first attempt or within 3 weeks of the end of the course if re-attending a Live Online course, whichever is the later;
   2. ACCA Applied Skills or Strategic Professional: at one of the next two quarterly exam sittings;
   3. For CIMA Certificate in Business Accounting & Professional OT: within 6 weeks of first attempt or within 3 weeks of the end of the course if re-attending a Live Online course, whichever is the later;
   4. CIMA Professional Case Study: at one of the next two quarterly exam sittings.
   5. For AAT courses: within 6 weeks of first attempt or within 3 weeks of the end of the course if re-attending a Live Online course, whichever is the later;
7. The Pass Guarantee will expire should an examination not be attempted.
8. In all cases the Pass Guarantee automatically expires once the exam is passed.

Annex 1 - Deferral policy T&Cs

If you wish to defer a course in line with section 4 of the core terms and conditions , and are outside the 14 day cooling off period explained in section 7 of the core terms and conditions, the following will apply:

1. To request a deferral contact Student Services on kaplanlearning@kaplan.com or +44 161 259 7400.
2. Live Online deferral fees will be due as follows:
   1. If the course has started but is not complete a deferral fee per subject may be required. The deferral cost for Malaysia is RM125, Europe is €50 and Rest of World is $30. Only the remaining day(s) not attended on the original course will be deferred.
   2. If the course is due to start within two weeks of the deferral request date, a deferral fee may be required.
   3. If the course is due to start more than two weeks in advance no deferral fee is payable.
   4. OnDemand subscription and completed courses cannot be deferred
   5. The fee must be paid in order for the deferral to be applied. If no fee is paid the deferral will not be processed and your original course enrolment will still be valid even if you do not attend.
   6. If the exam does not have fixed sittings set by the institute, then a deferral is not available. You may alternatively extend access to your existing content.
3. If you have already been provided with printed materials (by post) for your deferred course then you will not be eligible to receive further printed materials on your subsequent course.
4. MyKaplan course content will be deferred in line with your course deferral. You will lose MyKaplan access to any courses deferred and be given access to the latest MyKaplan content for your replacement courses. This will include any applicable assessments and mocks which can be submitted for marking prior to the submission deadline on the replacement course.
5. Provided all other terms and conditions are met, then you will retain your Pass Guarantee if deferring your course.

Annex 2 - Extension policy T&Cs

If you wish to extend access to your MyKaplan content in line with section 4 of the core terms and conditions, to a period beyond those shown in section 14f of the core terms and conditions, the following will apply:

1. Extensions are possible on Kaplan Financial Accountancy Live Online courses for the following qualifications: ACCA, CIMA, AAT Q2022, and ACA courses.
2. To activate a free 3 month extension, log on to MyKaplan.co.uk and visit ‘MyAccount’ where you can complete one automatic online extension request per eligible course. Requests can be made up to 30 days before a course is due to expire or up to 30 days after it has expired. Successful requests are processed within 10 minutes.
3. If the course is not showing as eligible for an extension in MyAccount or you wish to request a further extension to a course, contact us. To discuss an Accountancy extension contact Student Services on kaplanlearning@kaplan.com or +44 161 259 7400.
4. An extension will be applied for 3 months from the date of request or date of expiry, whichever is the latter.
5. Further extensions of 3 months can be purchased at an additional fee per extension. The extension will be processed within 2 working days of payment being received. For Malaysia this will be RM250, Europe is €55 and Rest of World is $60.
6. Your existing MyKaplan content will be made available to you for the agreed extended period. You will not receive updated or new MyKaplan content and we cannot guarantee that the original MyKaplan content is valid for subsequent exams. Any assignment or mock submission deadlines will not be extended.
7. Access to the recorded lectures will expire in line with the original MyKaplan access period and cannot be extended.
8. Extensions will not be granted if Kaplan no longer offers or supports that course or qualification or syllabus.
9. The extension is non-transferrable.
10. Extensions are not possible on MyKaplan content made available via the purchase of Kaplan Publishing materials or resources, on subscription courses or free trials.
11. In line with section 16c of the core terms and conditions, you must not share any online content with nor make your online password available to any third parties including other students.

Annex 3 - Model Cancellation Form

Complete and return this form only if you wish to withdraw from the contract.

You can submit your form electronically or alternatively you can email us at kaplanlearning@kaplan.com

Annex 4 - Complaints policy

Kaplan Financial is committed to providing a quality service to our customers. If you are not satisfied with the level of service you have received from us, we would like you to tell us about it. All complaints are taken seriously and any feedback is appreciated as it provides us with an opportunity to improve our standards. All complaints and feedback are considered and reviewed by our dedicated Complaints Team. The team are responsible for objectively reviewing and investigating any concerns you may have without delay.

1. Complaint Definition
   'An expression of dissatisfaction with any individual, service or lack of service whereby a response is reasonably expected, and has not been resolved by an informal approach'.
2. Introduction
   The following describes the Kaplan Financial Customer Complaints Policy. This document will apply to customers (students/learners and employers) who are dissatisfied with the provision of a Kaplan service and wish to make a formal complaint. The procedure may be used by existing and prospective customers.
3. Principles
   Kaplan constantly seek to improve services and aims, therefore, to deal thoroughly, objectively and fairly with any complaint about business services, and to offer an appropriate remedy to anyone who is adversely affected by a service which fails to meet our standards.
   • Customers, either individually or collectively, are entitled to raise legitimate complaints. Kaplan will not penalise anyone for making a legitimate complaint. This entitlement is balanced by the requirement that the rights are not misused, and that the professional reputation of employees are protected. Action may be taken, if a complaint is shown to be malicious, frivolous, or vexatious.
   • It is expected that the documentation generated during the complaint procedure will remain confidential and that this will be respected by all parties.
   • Kaplan cannot deal fully with anonymous complaints, as a personal response would no longer be an option. Kaplan considers individuals about whom complaints are being made, have the right to know the basis of the complaint and what is being claimed. A copy of relevant documentation will be forwarded to the person who is the subject of the complaint. Kaplan will, however, always ensure that the complainants identity is not disclosed, or implied as the complaint is investigated, without informing the relevant party first.
   • If the complainant is concerned about revealing their identity, advice may be sought from anyone at the local centre or another Kaplan employee who is familiar to the customer.
   • Customers are advised to raise the issue informally and only once. It is anticipated that the vast majority of complaints will be resolved at this stage. This is the first and preferred method of resolution, without recourse to formal procedures. Informal complaints will be recorded at this stage, which will override any further informal approach made by any other individual subsequent to this.
4. Types of complaint covered by this policy
   This is a single complaints procedure covering various types of customer complaints or grievances. The list is not exhaustive, but a complaint is likely to fall within the following categories:
   • Complaints arising from an educational experience e.g. poor teaching or supervision
   • Complaints in respect of academic and/or administrative support or other services
   • Complaints relating to Government Funding may be investigated as per the Skills Funding Agency procedure - a copy of this can be provided upon request
   • The behaviour of another customer, student or member of staff
5. Complaints affecting a number of students
   If the complaint is shared by a number of students, it should be raised collectively as a group and follow the procedure outlined above. If the group of students/learners will be submitting a letter of complaint, it should be signed by all concerned.
6. Customer Complaints Procedure
   The Kaplan Senior Management team has overall responsibility for the complaints procedure. It monitors the complaints and comments received, and the effectiveness of this procedure in addressing them. Subject to complaints being dealt with on an individual basis, the Senior Management team will review any common causes, patterns and emerging trends of complaints.
   The Complaints Team are responsible for arranging, recording and ensuring that decisions are conveyed to the Senior Management team. All detailed documentation will be kept confidentially.
7. How to make a complaint
   You can make a complaint in a number of ways:
   • By email: kaplanlearning@kaplan.com
   • Via the online complaint form
   • Or by post to: Kaplan Complaints Team, 2nd Floor, Universal Square, Devonshire Street North, Manchester, M12 6JH
8. You will need to provide:
   1. your name
   2. a contact address (and preferably telephone and email address)
   3. programme of study
   4. the date on which the problem arose
   5. the response you would like from us
   6. any supporting evidence.
9. Please note that certified copies of documents (e.g. medical certificates) may be requested. You will receive an acknowledgment that the complaint has been received within 24 hours.
   Kaplan Financial is committed to ensuring equality of opportunity. You are encouraged to inform us at the earliest opportunity of any disability or specific learning requirements, enabling us to make the appropriate adjustments and support throughout the complaint process.
10. The investigation
    The investigation will be undertaken by an independent Complaints Officer, who will respond within fourteen working days of receiving your complaint to let you know the outcome of the investigation and details of any action. If Kaplan is unable to provide you with a response within these timescales, you will be informed. You, and any individual against whom the complaint is being made, are entitled to submit written evidence to the Complaints Officer in support of your respective position.
    If at any time during this stage, or later, you would like to try to resolve your complaint informally, you can do this by contacting the Complaints Officer.
11. The possible outcomes of the formal complaint
    • Complaint not upheld (if the complaint is felt not to be warranted)
    • Complaint upheld in whole or in part (if the complaint, or part of it, is felt to be fair in any of its elements)
12. In the event of a complaint being upheld in whole or in part, recommendations will be made in respect of remedial action required. A response may be required from the individuals concerned, within a set time frame.
    Kaplan will respond by detailing how the complaint has been investigated, the evidence used, the conclusion reached, and, if appropriate, the steps to be taken to resolve the matter. Kaplan may not be able to give you the precise redress requested but you will have an opportunity to state if you are satisfied with the proposals.
13. Appeal against outcome
    If, on receiving the response to the initial complaint, the customer considers that:
    • not all the evidence has been considered in reaching an outcome;
    • the decision you have received is unfair or unlawful; or
    • despite your complaint being upheld, you have still been disadvantaged;
14. An appeal should be submitted in writing to the Complaints Team for the case to be reconsidered on any of these grounds. Both parties to any complaint have the right to appeal, within seven working days of learning of the outcome.
    Grounds for appeal must include additional evidence to that submitted originally, and should indicate in writing why the response to the complaint is not satisfactory. Taking into account all the previous attempts at resolution, Senior Management will make the final decision. A review will be conducted and a decision will be provided within 10 working days of the appeal being submitted.
15. External Regulation Bodies
    If you are not satisfied with the outcome, you may be able to refer this through the qualifications awarding body or the regulators complaints procedure. Full details of these procedures will be provided upon request.
    AAT and Qualifications Regulated by the Scottish Qualifications Authority (SQA)
    If you are not satisfied with the outcome and the qualification is awarded by the AAT or regulated by the SQA you may be able to refer this through their complaint procedures. Full details of these will be provided on request.

    ACCA Global

    If you have exhausted both Kaplan's and ACCA'S complaints procedures , you can escalate to the appropriate regulator. Details of which can be found on the ACCA website using the following link: http://www.accaglobal.com/hk/en/footer-toolbar/contact/-us/unhappy.html

Annex 5 – Student Code of Conduct

Purpose and scope

Kaplan is committed to creating a study environment for its customers and staff that is safe and where everyone is treated with dignity and respect. All students should work hard to achieve their study goals and take responsibility for their learning. Kaplan aims for all students to have an enjoyable and successful time with us.

The Code of Conduct explains how we expect students to behave whilst on Kaplan premises in relation to Kaplan staff, students, agents or otherwise.

Expectations

Whilst it is not possible to lay down an exhaustive set of standards, detailed below are general examples which demonstrate the level of conduct Kaplan expect from students:

1. Treat all Kaplan staff and fellow students, agents or others with respect.
2. Practise and promote equality.
3. Attend all classes on time.
4. Keep your tutors informed of any difficulties you may have which affect your course, so that we can support you.
5. Ensure that all work is your own.
6. Conduct yourself with appropriate behaviour during online lectures and treat both tutors and fellow students with respect.

Breaches of Kaplan's Code of Conduct

If a student fails to achieve the Kaplan expected standards of conduct, their behaviour may be addressed through the Student Disciplinary Procedure.

Gross Misconduct

A serious breach of this code of conduct may constitute gross misconduct and could lead to a disciplinary interview being held and the student's exclusion from study at Kaplan without any written warnings having been issued previously.
Examples of what may be deemed to constitute gross misconduct include, but are not limited to, the following:

1. Bullying.
2. Harassment.
3. Aggressive and threatening offensive behaviour or language.
4. Fraud and deceit.
5. Cheating and plagiarism.
6. Theft.
7. Serious misuse of Kaplan intellectual property.
8. A criminal offence.

Annex 6 – Disciplinary Procedure

Kaplan's student disciplinary procedure provides a framework for addressing breaches of the code of conduct that are considered to be too frequent or too serious to be dealt with less formally. They have been designed in such a way as to ensure that all students are given access to a fair hearing and that all relevant facts will be established and considered before final decisions are made.

Investigation

In most cases, the matter will have arisen out of a complaint raised by a fellow student or an employee of Kaplan. In all cases an investigation will take place to determine whether or not it might be necessary to invite the student complained about to attend a disciplinary interview.

Suspension

In cases where the alleged misconduct is serious, and/or it may be detrimental to Kaplan or any individual/s for the student to remain on site, suspension may need to be considered while the case is being investigated. In such cases the student will be informed of the reason for suspension.

Suspension from studies does not constitute a warning for misconduct or removal from study with Kaplan.

Criminal proceedings

Where any member of staff has reason to believe or is informed that a student may have committed a criminal offence, Kaplan will normally refer the matter to the police and may also initiate disciplinary proceedings under this procedure or suspend the student pending the outcome of police enquiries and any charges which may be brought against the student.

Where the student has been suspended under this provision, when the results of those enquiries and any criminal proceedings are known, Kaplan reserves the right to recommence disciplinary proceedings. Any Kaplan disciplinary action relating to alleged criminal offences will be based on reasonable belief.

Written warning

Where serious misconduct has occurred, the student may be given a written warning. The student will be informed that further misconduct or failure to meet the standards detailed in the Student Code of Conduct is likely to result in exclusion from studies with Kaplan. Details of written warnings will remain on a student's file for 12 months from the date of the warning being issued. Failure to attend a disciplinary interview may result in a decision being made in the student's absence.

Exclusion from Kaplan

Further misconduct after a warning has been issued, gross misconduct, or any other circumstances which Kaplan deem to be of a particularly serious nature may result in exclusion from studies with us. Students who are excluded from studies with Kaplan will not be entitled to any form of refund.

Appeals

A student who has been issued with a written warning or excluded from studies with Kaplan is entitled to appeal against the decision that was made. An appeal must be made in writing within 10 working days of receipt of the warning/exclusion letter. The original decision letter will state to whom the appeal should be made. The manager conducting the appeal may wish to conduct an appeal interview with the student and will notify of the decision in writing.

Third Party Notification
Kaplan reserves the right at any stage to inform the sponsor, the relevant governing body and/or the Home Office (where applicable).

Annex 7 – Plagiarism Statement

If you are booked onto an ACCA LW-AAA, CIMA Case Study, ICAEW Professional or Advanced course you'll have the opportunity to submit assessments for marking.

Assessments enable you to demonstrate your knowledge & understanding of the paper in addition to tracking your progress. It is in your best interest to submit your own assessment, not to plagiarise anyone else's work or submit the model answer in lieu of your own. If you are deemed to have cheated by either submitting the model answer or copying another student then the marker will not mark your paper. The marker will give the assessment a mark of 1. If you have been given a mark of 1, the Student Services team will email to inform you.

If your studies are sponsored by your employer then your manager will be emailed to be made aware that you have been given a mark of 1 and why.

If you are on a course with the Pass Guarantee (PG) and the assessment you have submitted is part of the PG then your Pass Guarantee will be voided as you hadn't made a reasonable attempt.

If you would like to appeal against the decision please notify the Student Services team and they will look into this for you.

Annex 8 – Academic Support Reasonable Usage Policy

The Academic Support team is here to assist with your academic queries and we can be contacted through a number of different methods. The following will help you to understand the best method to use when contacting the team with your queries.

Any queries that are not academic in nature, including exam marking or submission date queries, should be directed to the Student Services Team.

To ensure we can locate your query and enrolment quickly, please message us using the registered email address you use to access MyKaplan. Please send your query to the specific email address found in the 'contact us' section of MyKaplan. Messages sent to incorrect inboxes may end up taking longer to receive a response.

Email

This can be used to ask academic queries in relation to your course. When you message the team, you should provide details on the question and the source document you need help with. Please note we can only provide guidance on materials and online resources provided as part of your course. It will make it much easier to answer your query if you can include the question and answer for us in screenshot or PDF format. If your query relates to online content, then please include the URL from your MyKaplan course which will look something like this: https://learn.mykaplan.co.uk/d2l/le/content/81467/Home

Wherever possible please use one email per question. For example if you have a couple of queries on Question 34 in the Question bank these can go in one email. If you have a number of different areas or questions you would like support with, please send multiple emails - for instance Question 34 of the Question bank should go in one email and queries on Question 42 of the Question bank should go in a separate email. The Academic Support Team will be able to respond faster if the emails are focussed on one topic or question area. If you send one email with multiple topics or questions then the team may request that your questions be broken down into individual emails to ensure you receive an appropriate response.

An example of a good email question:
“I am struggling with question 22 in the CIMA F1 exam kit. I do not understand why the answer to part ii is £1,458. Can you please explain?”
Live chat (available for ACA, ACCA, CIMA and AAT)

Live Chat is a function that allows you to get a much faster response to your generic academic queries. These will usually be in relation to a general topic area that needs quick clarity. Sometimes, the nature of the queries received in live chat require the tutor to work through a question to get an answer to be able to explain the concept to you. This takes time and may mean a quick response is not possible. If this is the case the question is more appropriate for email and will be converted into an email to be dealt with by the team.

An example of a good live chat:
“Hi, Can you please confirm why we do not time apportion a subsidiary acquired in the year when calculating PPE?”

Other policies

All other policies can be found on the Kaplan UK website.

Kaplan Learning bookshop terms and conditions

Kaplan Publishing UK Limited is the UK Publishing Division of the Kaplan Group. We service the publishing and distribution requirements of our group’s UK businesses and also have an extensive catalogue of materials.

Sales made directly to Kaplan Publishing are made subject to the following terms and conditions:

Pricing

1. We aim to keep our website up to date with details of current pricing. From time to time, we may give special offers on certain materials and details of these can be obtained from our website or by contacting our Customer Services Team on +44 (0) 161 259 7400.
2. Whilst we take all reasonable care to present accurate pricing information, we cannot guarantee that our pricing will not change. However, if our pricing increases, then we will normally check with the customer before dispatch to see if the customer still wishes to receive the item at the new price or will cancel the order and notify the customer of this.
3. All prices are in Malaysian Ringgits, Euros and Dollars.
4. All amounts quoted exclude any taxes or duties imposed by countries outside the UK.
5. We may, in order to comply with distance selling regulations, need to charge the applicable VAT rate for any country for which we exceed the distance selling threshold.
6. To the extent that any sales are subject to VAT, invoices will reflect the VAT charge. Customers from VAT exempt territories may (if the sale is subject to VAT) request a VAT refund after dispatch.
7. We reserve the right to charge interest at 10% per annum on overdue amounts (both before and after judgment).
8. All amounts payable exclude any amounts payable (where applicable) to professional bodies for registration, exemptions and examination entries, which are payable by customers directly and we accept no responsibility for this.
   

   Orders

9. Full payment is required on placing of the order and prior to the dispatch of materials, unless the customer has agreed credit terms with us (when these will apply).
10. All orders are accepted subject to stock availability and may be delivered in two or more installments.
11. If an order is placed online, then an order confirmation should appear on the screen (which the customer is advised to print off). The status of the order can be viewed online. An order made online only becomes binding when we have dispatched the materials.
12. Orders for bespoke printing or special orders where we have to source from third parties are subject to firm ordering terms only and are non-cancellable and non-returnable, except where the relevant materials are damaged or faulty and subject to “Returns” below.
13. We will use the method of delivery we deem most appropriate to the sale (ie post, courier or freight) and any such delivery costs will be added to the invoice. For details please contact our Customer Services Team on +44 161 259 7400.
14. Kaplan Publishing reserves the right to decline an order or restrict payment for orders where we suspect fraud.
15. If a customer fails to take delivery on the date of delivery of the materials or does not give adequate delivery instructions, then we may store the materials and will not be liable for any loss, damage or deterioration during storage. All such storage expenses and any additional delivery costs will be reimbursable to us and may be added to the invoice.
16. Title to materials only passes on payment in full. This means any sales made by customers before the passing of title are made as agent for Kaplan Publishing and any proceeds will be held on trust by the customer to the extent necessary to settle any amounts due to us.
17. If a customer believes that materials have been lost in transit or have not been delivered, they must contact us within 30 days of the shipping date. Claims will not be accepted for lost items reported outside this time frame.
18. Customers are responsible for complying with all relevant import and distribution laws and regulations and for obtaining and maintaining at their own expense any necessary import or export licences, customs’ clearances, exchange control consents or other authorisations and permits.
    

    Returns

19. We operate a “no questions asked” returns policy if materials are returned within seven working days of delivery. Any postage or courier charges incurred in making such returns will be at the customer’s cost, unless the materials were damaged or faulty (as detailed in paragraph 20, but subject to the prohibited returns detailed in paragraph 22) or sent in error. The policy does not apply to any sealed distance learning materials, audio, video recordings or computer software (which have been unsealed). These are subject only to the return provisions as detailed in paragraph 20 below.
20. After the “no questions asked” period specified in paragraph 19, we will only accept returns of materials in the following circumstances:
    1. The materials were found to be damaged or faulty (subject as excepted in paragraph 22), in which case we will either replace the materials or give the customer a full refund (subject to their indicating a preference and to our receiving the relevant materials back from the customer before dispatching the replacement).
    2. The materials were incorrectly supplied by us, in which case we will issue a full refund (subject to our receiving the relevant materials back from the customer).
21. The customer is responsible for packaging and returning any materials returned in accordance with these terms and conditions. Any returns of materials in accordance with these terms and conditions should be made to the return address specified with the package on delivery unless otherwise stated. Please allow 14 days (in addition to any delivery time) for returns to be processed. We will only be liable to reimburse return costs as detailed in paragraphs 17 and 18 to the extent we are satisfied that the customer has used the most economical and appropriate return method.
22. Any returned materials damaged other than through our fault (and this includes circumstances where the relevant materials have been used or show signs of being used) will not be accepted by us and no refund will be made. We will notify the customer of any such circumstances and the customer will be responsible for arranging collection of rejected materials. Any such materials not collected within 30 days of notification by us will be disposed of and we accept no liability.
23. An email must be sent to kaplanlearning@kaplan.com informing of the desire to return, including photographs of the materials for us to determine whether the materials are in acceptable condition for a refund, before dispatching the materials. A photocopy of the receipt will also be necessary included in the package when sending the materials unless otherwise stated.
24. Any return postage fees must be covered by the student and will not be reimbursed unless the materials are being returned due to them being faulty or damaged as detailed in paragraph 20.
25. Our returns policies do not affect your statutory rights.
    

    MyKaplan access

    If your purchase includes online MyKaplan content via our learning platform then these additional terms will apply:
26. Essential requirements. You will need the following essentials:
    • Access to a PC or laptop;
    • Ability to connect to the internet via a broadband connection
27. Your browser. Our learning platform supports all the major modern browsers. However, for optimum performance we recommend that you use the latest version of Chrome. Internet Explorer 11 is no longer supported. Please refer to our systems requirements which is updated regularly.
28. Pop-up blockers and firewalls. Your web browser may have active pop-up blockers to suppress unwanted advertising. Similarly, you may be behind a content-blocking device such as a firewall. It may be necessary to reconfigure or disable these. If you are accessing the learning platform from work or in a public place, you may have to contact the system administrator to do this. It is your responsibility to ensure that Kaplan.co.uk and Kaplan.com are added to your safe domain list.
29. Computer equipment and internet access costs. These are not included in our fees and are your responsibility.
30. It is your responsibility to check that the computer or any other mobile device (such as a tablet) you plan to use to access your MyKaplan account and/or online course is compatible with the minimum specification requirement for operating MyKaplan and/or using our websites and participating in webinars.
31. Digital content is available for a limited period only and that period will vary depending on your purchase. Examples are given below. Call customer services on +44 (0) 161 259 7400 or email us at kaplanlearning@kaplan.com if you’d like to know the specific period for the purchase that you are making. Please note, MyKaplan access for material purchased via Kaplan Publishing cannot be extended once expired.

    Qualification	Material / Resource	Access Duration
    ACCA (including Foundations), CIMA, AAT	Study Text, Exam Kit, Essentials Packs	12 months from purchase date
    ACCA	Get Ready For	12 months from purchase date
    CIMA	Exam Practice Plus	3 months from purchase date
    CIMA	Familiarisation Workbook	12 months from purchase date (access is only for the specific pre-seen purchased)

32. Updates to digital content. We may update or require you to update digital content. We may from time to time make modifications, enhancements or issue clarifications (for example, to clarify ambiguous regulatory drafting) to audiovisual, interactive or written courses, and our system requirements. Access to such changes will be free of charge to the extent that such changes relate to the item purchased by you at the applicable time, during the period for which the digital content is available for your purchase. The updated digital content shall always match the description of it that we provided to you before you bought it.
33. Students must not share any online content with nor make their online passwords available to any third parties including other students. We reserve the right to terminate access to your online account in these circumstances or where we detect any suspicious or unusual activity related to your account.
34. Licence of Intellectual Property. You agree that you will only use any study materials and/or digital content for study purposes and that you will not copy, make available, transmit, reproduce, sell, licence, distribute, publish or broadcast or otherwise circulate the materials and/or digital content.
    

    General

35. Copyright in our materials (which includes, but is not limited to, layout, content, design, graphic, photographic, text, multimedia, audio visual material and other content) is ours or has been licensed to us by other companies in the Kaplan Group or by the relevant authors or owners. Where our materials are badged with professional institute logos or names, then these are used under licence and copyright in such logos or names belong to the relevant institute.
36. Purchasing materials from us does not entitle customers or any third parties to copy them or distribute or use the information comprised in them without our express written consent. If we become aware of any infringements of any of these rights, then we reserve the right to take legal action against customers and any relevant third parties and to seek all appropriate remedies and costs.
37. Our liability (and, as applicable, that of our sister companies) for losses arising from our negligence (except in the case of liability for death or personal injury), breach of contract or otherwise will be limited to the amounts paid by the customer for the relevant materials, plus any postage or courier charges reimbursable in accordance with these terms and conditions. Except in the case of liability for death or personal injury, we will have no liability for indirect or consequential loss or damage.
38. We do not represent or warrant that any information comprised in our website or other materials is completely accurate and up to date and we accept no liability for any use of any such information by any person.
39. Our terms and conditions and all our agreements with customers are governed by and construed in accordance with English Law and the English courts have exclusive jurisdiction.
40. Any sales of materials made by our sister companies as agents for us contracted through our sister companies’ websites or otherwise are made subject to the terms and conditions displayed on the relevant sister company’s website.
41. Kaplan Publishing's corporate details are as follows: Kaplan Publishing Limited (company number 05728180), registered office 179-191 Borough High St, London, SE1 1HR.