BOOKING, CANCELLATION AND REFUND POLICY

Effective date: 27 October 2026

SCOPE

This policy applies to individual course bookings with CTAD SINGAPORE PTE LTD, UEN 202643349E (CTAD, we, us).

Bookings are made with CTAD in its corporate capacity. Staff and trainers act on CTAD’s behalf.

Corporate training, advisory projects and partnerships may be governed by separate written agreements. Where a separate agreement expressly provides different booking or cancellation terms, those terms apply to that engagement.

Learning paths are recommendations only. Each course must be booked and paid for separately. Booking one course does not reserve a place in another.

BEFORE YOU BOOK

Please check the course description, date, start time, duration, time zone, prerequisites, delivery format and equipment or software requirements before paying.

You are responsible for providing accurate registration and contact details, including the name you want on your certificate.

All notice periods under this policy are measured against the scheduled course start time in Singapore time.

BOOKING CONFIRMATION AND PAYMENT

A booking is confirmed only after CTAD has received the required payment and issued a booking confirmation.

For bank transfers or other manually verified payments, a transfer receipt alone does not confirm a place. Confirmation follows CTAD’s verification of cleared funds.

An unpaid, incomplete or unsuccessful registration does not reserve a place. Please do not make a second payment if you are uncertain whether the first succeeded. Contact CTAD for assistance.

The checkout or written quotation will show the currency, total fee and any applicable taxes or additional charges before payment.

Payment confirms a booking, not course completion. Certificates are issued only when the completion requirements stated for the course are met.

CANCELLATION BY A LEARNER

Submit cancellation requests through the Contact CTAD form. Include your name, booking reference, course title and scheduled date.

Contact CTAD form: 

Notice is measured from the time CTAD receives your request, rather than when you begin completing the form.

At least seven calendar days before the course starts

You may cancel and receive a refund of the course fee paid, less any permitted payment-processing deduction described below.

Less than seven calendar days before the course starts

No refund is available for a change of mind or change in personal circumstances. You may request a reschedule or substitution under the conditions below.

These cancellation limits do not remove any refund or other remedy required by law.

PAYMENT-PROCESSING DEDUCTIONS

For an eligible learner-initiated cancellation, CTAD may deduct only an actual payment-processing charge that:

• Was disclosed, including its amount or calculation method, before payment.
• Was incurred for that transaction.
• Is not recoverable from the bank or payment provider.
• May lawfully be deducted.

CTAD will explain any deduction in the refund breakdown. No undisclosed administration fee will be added.

No processing deduction applies where CTAD cancels the course or where a full refund is required by law.

RESCHEDULING

You may request one change of course date without an additional administration fee if CTAD receives the request at least 48 hours before the scheduled start.

Rescheduling is subject to available places on the same course. The replacement session must take place within 90 calendar days of the original date unless CTAD agrees otherwise in writing.

A reschedule is confirmed only when CTAD issues written confirmation. Until then, the original booking remains in place. The originally scheduled course start time remains the reference point for cancellation eligibility.

Rescheduling does not create a new seven-day cancellation window.

If CTAD cannot offer a replacement session within that period, you may retain the original booking or cancel for a refund of the unused course fee without a processing deduction.

If a replacement is available but does not suit you, the original cancellation terms continue to apply.

SUBSTITUTING ANOTHER LEARNER

You may request that another person attend in your place by contacting CTAD at least 48 hours before the course starts.

The replacement learner must meet the course prerequisites and accept the applicable terms. Substitution requires CTAD’s written confirmation and must not be used for unauthorised resale.

A place cannot be shared between learners. Substitution is not available after training has started.

MISSED SESSIONS, LATE ARRIVAL AND TECHNICAL PROBLEMS

No automatic refund or replacement session is provided for non-attendance, late arrival, early departure or incomplete attendance where CTAD made the course available as described.

For online training, you are responsible for having a suitable device, internet connection, required accounts and access to the stated software. Please check these before the session.

Learner-side connection, equipment or account problems do not automatically create a refund entitlement. CTAD may offer reasonable assistance, but cannot guarantee that learner-side issues can be resolved during training.

If a problem within CTAD’s responsibility materially prevents delivery, the arrangements under “Changes or cancellation by CTAD” apply.

CTAD does not record training sessions. A recording will not be supplied as a replacement for missed attendance.

EXCEPTIONAL CIRCUMSTANCES

If illness, an emergency or another exceptional circumstance affects attendance, contact CTAD promptly.

CTAD may consider a discretionary transfer or other arrangement based on the circumstances and available capacity. Any exception must be confirmed in writing and does not change the policy for other bookings.

Please do not send sensitive medical information unless CTAD explains why it is reasonably necessary.

CHANGES OR CANCELLATION BY CTAD

CTAD may need to cancel, postpone or materially change a course because of trainer unavailability, insufficient enrolment, technical disruption or circumstances beyond its reasonable control.

We will notify affected learners using the contact details supplied with their bookings.

If CTAD cancels a course or makes a material change that you cannot accept, you may choose:

• A transfer to a suitable alternative session, subject to availability; or
• A refund of the fee paid for the affected course or the undelivered portion, as applicable.

You will not be required to accept credit instead of an eligible refund. No processing deduction applies to these refunds.

Minor changes that do not materially reduce the course’s content, duration or value do not automatically entitle you to a refund.

REFUND PROCESSING

CTAD will initiate an approved refund within 14 calendar days after confirming eligibility and receiving any information reasonably necessary to process it.

Refunds will normally be returned through the original payment method to the original payer. Where that is not possible, CTAD will agree a suitable alternative after verifying the payer’s details.

Bank and payment-provider processing times are separate from CTAD’s processing timeframe.

Refunds will not exceed the amount paid for the affected booking, without limiting any additional remedy required by law. A duplicate payment will be investigated and any confirmed excess payment returned.

CONDUCT AND ACCESS

Learners must behave respectfully, follow reasonable trainer instructions and avoid disrupting others or misusing course access.

CTAD may restrict access where reasonably necessary to address harassment, serious disruption, unlawful conduct, security risks or unauthorised sharing.

Where practical, CTAD will explain the concern and allow an opportunity to resolve it. Any cancellation or refund decision will take account of the circumstances and applicable law. Removal does not automatically result in forfeiture of all fees.

QUESTIONS AND DISPUTES

For booking changes, cancellations, refunds or concerns, use the Contact CTAD form

Please provide your booking reference and a clear description of the issue. Do not send card numbers, banking passwords or one-time passwords.

We encourage you to contact CTAD so we can investigate and seek a resolution. This does not restrict your right to approach a payment provider, consumer organisation, regulator or court.

APPLICABLE LAW AND POLICY CHANGES

This policy is governed by Singapore law, subject to any mandatory protections that apply.

The version made available when you book applies to that booking. Later policy changes do not retrospectively reduce your rights.

Nothing in this policy excludes or limits any right, remedy, duty or liability that cannot lawfully be excluded or limited.