Student Request for Support or Refund – DRAFT Post

Situations That May Require Support

There may be situations in which a student loses contact with his/her Instructor due to a variety of reasons (for example, the Instructor is no longer ACTIVE or the Student moved out of state).

Hopefully, these instances will be few and far between. In the event that this occurs, however, the Student shall request assistance by submitting a new support ticket through the Help Desk in their Learn & Do Center.


Student Request for a Tuition Refund (new section)

Tuition Refund Policy

101 Financial offers a 30-day, unconditional, money-back guarantee for the 99, 100, and 101 Courses. Students may request a refund for any reason within the first thirty (30) days after they enroll in these courses. Refunds are generally not offered outside of the 30-day window.

If a Student requests a refund outside of the 30-day window due to extenuating circumstances, the Review Board will consider the request and render a decision, as explained in the table below. The Review Board consists of the current PAC, plus a minimum of three (3) and up to five (5) active Deans, to comprise an odd number of total members.

Refund Procedure

Depending on the circumstances, Students seeking a refund might wish to avoid directly asking their Instructors for assistance with a refund request. Regardless of whether the Instructor is aware of the situation, the procedure below applies. If asked for help, the Instructor should provide the following guidance on the steps for requesting a refund:

Step

Who 

Action

 1 

Student

Must initiate the refund request by submitting a support ticket through the Help Desk in their Learn & Do Center.

2

Help Desk

Responds to the support ticket by asking the Student to:

– Provide the Instructor’s name

– Complete the Student Refund Survey (this is a questionnaire that helps 101 Financial better understand why a Student is requesting a refund)

3

Help Desk

After receiving the above information from the Student, the Help Desk forwards it to the Support Team (Enrolling Instructor, Master Instructor, and Dean of Instructors).

4

Dean
(along with the Support Team)

Receives the information from the Help Desk and then:

– Conducts an assessment of the situation based on the Student’s responses to the Student Refund Survey.

– Renders a final determination within five (5) business days, as follows:

    If the request has been made within the 30-day window, the Dean approves the request, regardless of the reason.

    If the request has been made outside of the 30-day window, the Dean denies the request. (If there appear to be extenuating circumstances, the Dean forwards all of the information to the Review Board, per Step 5 below, to make the decision and complete the notification process.)

– Sends a written notification of approval or denial to the Student, copy to the Support Team and the Accounting Department.

5

Review Board

If there are extenuating circumstances that might support the possibility of a refund outside of the 30-day window, the Review Board:

– Reviews the information forwarded by the Dean.

Renders a final determination regarding whether to approve or deny the refund within five (5) additional business days.

Sends a written notification of approval or denial to the Student, copy to the Support Team and the Accounting Department.

6

Accounting Department

After receiving a refund approval from the Dean or Review Board, Accounting proceeds to issue the refund, as follows:

– Confirms the Student’s mailing address where the refund check should be mailed.

– Issues the tuition refund within fifteen (15) business days of receiving the Dean’s or Review Board’s approval.

– Subtracts the full commission earned on the Student’s tuition from the Instructor’s next commission check (also known as a “clawback”).


(NOTE: The contents of this survey will NOT appear inside this topic; it’s for illustration purposes only)

Student Refund Survey 

You have requested a refund for the 101 Financial course you’re currently enrolled in. Please note: 101 Financial policy allows an unconditional refund to be issued only if the request is made within 30 days of enrollment in a course. Please answer the following questions, which will move the process forward. 

A. Reason for the refund request:

1. Please explain your reason(s) for requesting a refund (be as specific as possible): _________________________________________

– – – – – – – – – – – – – – – – – – – – – – –

B. 99 Course participation (complete this section even if you’ve already graduated):

2. On what date did you enroll in the 99 Course?

MM/DD/YYYY  __/__/____

3. How many 99 Course classes did you attend?

  • No classes
  • 1 class
  • 2 classes
  • 3 or more classes

4. How much value do you feel you’ve gained from your 99 Course?

1) Very little value  2) Some value  3) Good value  4) Excellent value

Please explain your answer: ___________________________________________

– – – – – – – – – – – – – – – – – – – – – – –

C. 101 Course participation (please skip to Section D if you did not graduate to 101):

5. On what date did you enroll in the 101 Course?

MM/DD/YYYY  __/__/____

6. How many 101 Course classes did you attend?

  • No classes
  • 1 class
  • 2 classes
  • 3 or more classes

7. What kind of “debt checking account” (line of credit) did you have access to, if any?

  • None
  • Personal line of credit (PLOC, either secured or unsecured)
  • Home equity line of credit (HELOC)
  • Other (please explain): ___________________________

8. If you had access to an LOC, are you still using it?

__Yes   __No   __I plan on using it in the future __Not applicable 

9. How much value do you feel you’ve gained from your 101 Course?

1) Very little value  2) Some value  3) Good value  4) Excellent value

Please explain your answer: ___________________________________________

– – – – – – – – – – – – – – – – – – – – – – –

D. Communication with your Instructor:

10. What were your primary forms of communication with your Instructor?

  • In person
  • Zoom
  • Phone
  • Email 
  • Text
  • All of the above
  • Other (please explain): ___________________________

11. How would you rate your overall communications with your Instructor?

1) Poor  2) Fair  3) Good  4) Excellent

Please explain your answer: ___________________________________________ 

12. How would you rate communications regarding scheduling classes?

1) Poor  2) Fair  3) Good  4) Excellent

Please explain your answer: ___________________________________________ 

– – – – – – – – – – – – – – – – – – – – – – –

E. Financial Profile:

13. How often did you update your 101 Financial Profile using the my101 App or desktop platform? 

  • Never
  • Weekly
  • 2–3 times a month
  • Once a month
  • Every few months
  • Other (please explain): ___________________________

14. How has your Financial Profile (income, debt, expenses) changed since you first enrolled in the 99 Course? Please select all that may apply.

  • No change
  • Income went up
  • Income went down
  • Debt went up
  • Debt went down
  • Expenses went up
  • Expenses went down
  • Other (please explain): ___________________________

– – – – – – – – – – – – – – – – – – – – – – –

F. Steps for moving forward:

15. Are you willing to take part in a special session with a selected Master or Dean as an alternative to requesting a refund? This will be a private conversation to answer any questions you might have, and reinforce your understanding of the course content.

__Yes   __No   __Other (please explain) ________________________

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