Registration and Cancellation Policy

Failure to pay will result in cancellation of any current and future company enrollments and the case will be sent to collections.

Coupons are valid for 12 months from invoice date, and are non-transferable.

Clubs are limited to the individual on the invoice, are non-transferable and start on the date of invoice.

Premium classes will have multiple coupons pulled for enrollment.

The client understands that signed order agreements shall be an agreement between New Horizons and their company, and as a qualified signature for said company, is responsible for the tuition, and shall make all personnel/employees aware that refunds will be made to the company. All reasonable discounts per New Horizons are void if portions of the above training are cancelled. New Horizons guarantees only those services set forth in the agreement.

Client agrees not to hire any New Horizons employee for (1) year after the completion of the training ordered an Order Agreement.

Introduction

This policy is aimed at candidates who are enrolled on or have taken a PeopleCert approved qualification, who wish to appeal against a decision taken by New Horizons Bulgaria. It sets out the process you should follow when submitting appeals to us and the process we will follow when responding to appeals. This policy is also for use by our staff to ensure they deal with all appeals in a consistent manner.

Candidates must first go through New Horizons Bulgaria appeals process before taking the matter to PeopleCert.

Review arrangements

We will review the policy annually and revise it when necessary in response to customer feedback or requests from, or good practice guidance issued by PeopleCert (e.g. to align with any appeals and complaints process established by relevant regulatory authorities).

Appeal types

Below, we have listed example "types" of appeal a candidate may make to New Horizons Bulgaria.

• Appeals from candidates in relation to an assessment/examination on the basis that we did not apply procedures consistently or that procedures were not followed properly and fairly
• Appeals from candidates relating to a decision made by New Horizons Bulgaria following an investigation into a complaint about a candidate
• Appeals from candidates relating to a decision made by New Horizons Bulgaria following an investigation into a candidate's behaviour when attending a PeopleCert assessment/examination.

Appeals process

The appeals process follows 3 stages as set out below:

Stage 1:

Candidates should submit their appeal in writing to New Horizons Bulgaria. The appeal submission must contain the following information as a minimum and be sent to info@newhorizons.bg:

• Candidate name and unique PeopleCert candidate number
• Title of the PeopleCert qualification the appeal relates to
• Full details of the nature of the appeal
• Any supporting evidence that is being submitted to substantiate the appeal.

Stage 2:

Once the appeal is received by New Horizons Bulgaria it will be dealt with internally by the Test Center manager and Training Manager. We will aim to review and fully respond to your appeal in 15 business days, however please note, that in some cases the review processes may take longer, for example, if a candidate interview is required and/or further investigation. In such instances, we will contact you to inform you of the likely revised timescale. At all times, we will ensure that New Horizons Bulgaria personnel assigned to carry out the investigation of the appeal, or to oversee and manage the appeal have the appropriate level of training and competence and that they have had no previous involvement or personal interest in the matter.

Following the review of the appeal, we will write to the appellant with details of our decision.

You will then have 10 business days to determine if you accept this decision, or if you wish to formally proceed to the PeopleCert appeals process.

Stage 3:

If, after our final decision you are still unhappy with the decision then you should follow the PeopleCert appeals process outlined in the PeopleCert Appeals Policy.

• If a student is 15 minutes late, they risk losing their seat to a standby student.
• If a student is 30 minutes late or more, they will need to reschedule. A no-show fee will apply.
• Students are ultimately responsible for confirming themselves.
• Retakes are enrolled as a Stand-By. The student must bring previously issued courseware, and additional fees may apply (LMS fee, LOD fee, etc.).

** Open enrollment classes are subject to change**

Notify New Horizons ASAP at +359 885 666 815 or Written notification: office@newhorizons.bg to avoid penalties.

For open enrollment classes, ten (10) business days' notice is required to reschedule a class with no additional fees.

In case of a no-show or a cancellation with less than ten (10) business days before class date: 100% of class price will be due according to date of original invoice or date of Term Net 30. If class is paid for with coupons/vouchers, those coupons/vouchers will be forfeited. In case exam attendance is included as part of training, student need to attend the exam within 6 months after class delivery. If his/her exam is not consumed within six months those exam will expire and need to be purchased again.

Notify New Horizons ASAP at +359 885 666 815 or Written notification: office@newhorizons.bg to avoid penalties.

If rescheduled with no fewer than fifteen (15) business days before scheduled date, an administration fee of 10% will be added to the purchase amount. If rescheduled with fewer than 15 days in advance of scheduled date, 100% of the class price will be due by date of originally scheduled class.

If class is paid for using Microsoft Software Assurance Training Vouchers (SATVs), ten (10) business days' notice is required to reschedule without additional fees.

In case of a no-show or cancellation with less than ten (10) business days' notice, 100% of class price ($495 per day per student) will be due according to date of original invoice or date of Term Net 30. Any coupons used will not be returned to the coupon pool. If a seat license was used, the client will forfeit those days. For premium classes, multiple coupons will be pulled.

Students are allowed up to One (1) reschedule per class up until 48-hours before course start date. Any reschedules after that point will incur a processing fee equal to 50% of the published course price (MSRP). The new session date must be given at the time of the reschedule notification and rescheduled classes must be taken within six-months of original invoice date.

Online Anytime (OLA) keys are activated upon receipt of payment, and are valid for one (1) year. Once a key has been activated, it cannot be cancelled. Keys are valid only for the individual on the invoice, and are non-transferrable. Enrollment begins on date of invoice and ends twelve (12) months from invoice date.

Failure to notify of student's intent to cancel will result in the company being charged in-full for the class. If the class was paid for with coupons, they will NOT be returned to the coupon pool, if paid with a seat license, a day will be removed.

It is New Horizons Computer Learning Centers of Bulgaria’s policy that all sales are final.