Service Delivery Methods & Refund And Exchange Policy

1. Service delivery methods

• Online courses: delivered via the LMS system at learn.thekhitamtherapyschool.com; accounts are activated within 24–48 working hours after payment confirmation; access to learning materials lasts 12 months from activation (unless the course states otherwise);
• Hybrid courses: a combination of online learning, mentoring via video call, and scheduled in-person milestones as published on the course page; offline schedules are announced at least 07 days in advance;
• Live/mentoring/in-person courses: follow the fixed schedule published on the course page and are held at the venue stated in the course information ; in case of venue/schedule changes, the Company gives at least 07–14 working days’ notice;
• Hybrid 40-40-20 model: most theory/foundation content is self-paced online, combined with scheduled practice/live/mentoring/offline sessions;
• Coaching/membership services: provided in packages with the number of sessions, duration, and format (online/in person) clearly stated on the service page.

2. Tuition, deferral, transfer, conversion and refund policy

All requests for deferral, make-up classes, transfer, conversion, or refund must be sent in writing/by email to the Training Department (academy@khitamtherapy.com) and confirmed at least 07 days in advance (for deferral/make-up) or before the relevant key live/offline session.

2.1 General principles

• Deferral, make-up, and conversion apply only to the duration/content not yet attended.
• The maximum processing time is 90 days from the date of confirmation (except in force majeure events).
• Conditions for the course completion certificate: students must attend at least 80% of the course duration, commit to the training pathway, and complete the required examinations to be considered for graduation/certification.

2.2 Deferral policy

• Students may defer their study results 01 time; the maximum deferral period is 06 months or until the next intake.
• Deferral applies to a maximum of 02 consecutive intakes (e.g. deferring intake 10 → resuming no later than intake 12).
• Deferral fee: 3% of the listed course price.
• Conditions:
  • – Send a written/email request at least 14 days in advance.
  • – Subject to online progress completed: if more than 40% of self-paced content has been completed, the student continues the remainder upon return (no full reset), or defers only the scheduled live/offline portion.
• If the deferral period expires and the student does not return, the Company will not continue the course and will not refund tuition.

2.3 Make-up / retake policy

• Make-up classes
  • – Make-up classes may not exceed 20% of the course duration.
  • – Beyond 20% → the student must defer and join the next intake.
  • – Make-up applies only to content not yet attended.
• Retakes
  • – Students wishing to retake specific content pay 50% of the listed price of that content.
  • – Retakes do not earn a new certificate/diploma (the previously issued certificate remains).

2.4 Course transfer / conversion

• Transfer (to another person)
  • – Permitted 01 time only.
  • – The transferred course applies to a maximum of 02 consecutive intakes.
  • – Transfer fee: 3% of the listed course price.
  • – The student finds the transferee (who must meet the entry requirements and be approved by the Company).
  • – Any tuition difference is borne by the student.
  • – Not applicable to students who have already deferred + retaken, or who are under an internal policy.
• Conversion (to another course)
  • – Only conversion to a course of equal or higher value than the original (per listed price) is permitted.
  • – Students who have enrolled but not yet attended: may convert up to 02 times.
    • 1st time: course management fee waived.
    • 2nd time: a management fee of 10% of the original listed course price applies.
  • – Students pay any difference (if applicable) or apply the remaining value to another Academy service/course.

3. Tuition refund policy (applicable to training services)

• The Company does not refund tuition where a student has registered for another course priced lower than the originally registered course.
• The Company does not refund tuition for any personal reason where a student has enrolled but does not attend after the class has commenced, or has attended for a period and then withdraws.
• The following cases will be considered for refunds:
  • – Fault of the Company (class not opened, course cancelled - in force majeure events or where class-opening conditions are not met, or the service cannot be provided): 100% tuition refund within 15–30 working days, or transfer to another course at the student’s choice;
  • – Force majeure (natural disaster, epidemic, state authority decision) → the parties agree to reschedule/change format or refund the portion not yet provided;
  • – Refunds are made via the original payment channel; crediting time depends on the bank/payment gateway process (typically 05–15 working days).

4. Service termination

• By the student: send a written/email request; any refund follows Section 3;
• By the Company: the Company may terminate service without refund for students who seriously violate the rules, infringe learning material copyright, or endanger the safety of the learning community - after notice has been given and the student fails to remedy the breach;
• Force majeure: where natural disasters, epidemics, or state authority decisions prevent service delivery as planned, the parties agree on an equivalent rescheduled format; if continuation is impossible, the Company refunds the tuition corresponding to the portion of service not yet provided.

5. Delivery and exchange policy (applicable to printed books and materials)

• Printed books/materials are delivered via delivery partners within 07–15 working days depending on the region; delivery fees (if any) are displayed before order confirmation;
• Check the product condition upon receipt; for printing defects, transport damage, or wrong items, notify us within 07 days of receipt for a replacement or 100% refund (the Company bears return shipping costs);
• Exchanges do not apply to products damaged through the customer’s use or storage;
• Process: contact hotline/email → provide photos/videos of the product and documents → the Company confirms and provides exchange instructions within 48 working hours.

Receiving channels

• Hotline: (+84) 349 635 168 (Monday - Saturday, 9:00 - 18:00);
• Email: consultant.training@khitamtherapy.com / wellness.care@khitamtherapy.com;
• Contact form on the website: https://thekhitamtherapyschool.com.

This policy takes effect from the date of publication on the website and may be updated or amended to reflect actual operations and legal requirements. The latest version is always publicly available at https://thekhitamtherapyschool.com. Your continued use of the services after a policy update constitutes acceptance of the amended contents.