Policies & Procedures

Transfer, Withdrawal & Deferment Policy

Terms and Condition for Course Transfer
A student who has decided to transfer from the existing Course to another course within Hitmaker Global Academy shall be deemed to have withdrawn from the current Course as otherwise agreed between Hitmaker Global Academy and the student.
A student who wishes to transfer from one course to another within Hitmaker Global Academy must complete the Transfer Form, which is obtainable from the Administrative staff.

For students who are below 18 years of age, Hitmaker Global Academy will seek parental/guardian approval prior to processing the request for transfer.

Internal Processing of Course Transfer Request
The request will be considered by the management. The application will only be considered if the student meets all the pre-requisites of the new course. The decision of the management is final.
Approval for course transfer will be granted on a case-by-case basis subject to the student meeting the admissions requirements of the new course. Once the request for transfer is approved, the existing Student Contract shall be terminated and the Fee Protection Insurance of the existing course will be terminated with the insurance provider. For the international student, the Academy will have to submit a new application for a Student’s Pass, on the understanding that the new application is subject to ICA approval.

In the event that the student’s application is approved by the management, he/she will be deemed to have withdrawn due to other reasons from the previous course. Balance of student’s money can be transferred to a new course.

For international students transferring to another course within Hitmaker Global Academy, the Student’s Pass application for the new course will be submitted to the Immigration and Checkpoints Authority (ICA) for approval. A processing fee is payable to ICA for the transfer of Student’s Pass to the new programme. The transfer will only take effect after ICA approves the transfer of the Student Pass. The Academy will not be held liable for the transfer.

Formalities for Transfer
Once the request for transfer is approved by ICA, new Student Contract is needed to be signed. Subject to Hitmaker Global Academy’s Refund Policy, any remaining fees from the existing course will be transferred to the new course and the student will have to top up the difference in fees (if any) and a new Fee Protection Scheme (FPS) will be purchased for the new course.

Timeframe for processing transfer request: within 7 working days
The Academy will acknowledge receipt of transfer application within 3 working days and notify the student of the decision within 7 working days from the date of receipt of the signed and duly completed Course Transfer Form.

Withdrawal means the student contract is terminated and the student is no longer a student of Hitmaker Global Academy. The Course Withdrawal Policy covers a student’s request for course withdrawal from Hitmaker Global Academy Academy, either with Withdrawal due to non-delivery of course or Withdrawal due to other reasons.

Terms and Conditions for Withdrawal
A student who withdraws from Hitmaker Global Academy to enrol with another Private Education Institution shall be deemed to have withdrawn from Hitmaker Global Academy must do so by completing the Withdrawal Form, obtainable from the Administrative staff.
Student’s request for withdrawal will only be considered if:
(i) a duly signed “Course withdrawal form” is submitted;
(ii) the student below the age of 18 must have the consent from their parent/guardian;

For instalment payment, in time of withdrawal, the student must settle unpaid instalment fees to Hitmaker Global Academy. If the student fails to terminate the Contract and/ or to give the notice to withdraw from the course, the Contract will continue to be in force. The Course withdrawal request is considered and approved by Management.

Timeframe for Processing Withdrawal
Hitmaker Global Academy will take a maximum of 7 working days to effect the course withdrawal. The student will be informed of the outcome of his/ her request and received the cheque for fees refund (if applicable) within 7 working days.

International student’s Withdrawal Case
Upon the receipt of the request, the Academy will
• Inform the Immigrations and Checkpoints Authority (ICA) for cancellation of Student Pass
• Cancel the existing student contract and Fee Protection Scheme
• In the case of withdrawal for transfer to another school, the Academy will declare a past attendance record for a student upon the receipt of the prompt from ICA.

Update of Student Status to FPS provider
The Academy takes immediate action to update FPS service provider within 3 working days.

COURSE DEFERMENT POLICY (applicable only to Local and Non-STP students)
A deferment refers to a student’s request to delay his/her study of the course and to carry forward his/her paid fees to a later period. Deferment may arise due to factors such as the compassionate ground or for any other valid reason.

Timeframe for processing for Deferment request: 7 working days. The decision of the management is final.

Terms and Conditions for Deferment
A student who wishes to defer his/her study to a later date/ intake must complete the Deferment Form and submit it to the management. The form is obtainable from the Administrative staff.
The approval of the deferment request is subject to the availability of the next intake.
The following conditions apply to any request for deferment of course:
• The student must state his/ her reason for wishing to defer his/ her studies, as well as the period of deferment. All requests for deferment must be supported by official documentary evidence.
• A student is only allowed to defer once per course of study. The period of deferment cannot be subsequently extended. The period of deferral cannot exceed 12 months. If the student deferment period exceeds the time-limited, the student will be deemed to have withdrawn from the course and would have to re-apply as a new applicant if s/he wishes to register on the course again.
• Student must contact the Academy to resume the course and failure to accept the course offered by the Academy will result in the automatic withdrawal from the course and only withdrawal policies applies.
• Any course fee that had been paid by the student will be retained by the Academy, towards the payment of course fees when the student rejoins the course. If the student does not rejoin the course within the stipulated period for any reason, there will be no refund for any course fee paid. The student will be required to pay any difference in the Academy fees if there is a revision in Academy fees during his period of deferment.
• When the student resumes his/ her course of study, he/ she may be required to purchase a new set of materials, if the course materials have changed.
• Student need to pay new FPS fees as the old course FPS is terminated upon request of the deferment.
• The Academy does not guarantee that the same course will be available when the period of deferment is completed. In the event of the course is unavailable, the student may request a transfer to another course, subject to the approval of the management. If there is no suitable course, the student will be considered to have withdrawn without cause from the course, and be subject to the procedures resulting from withdrawal without cause.
• For the request of deferment, an administrative charge applies. The approval for deferment is at the sole discretion of Hitmaker Global Academy.

For the avoidance of doubt, if the Student and/or his/her parent/guardian receives any payment from Hitmaker Global Academy or Lonpac Insurance Bhd pursuant to a provision of this Agreement or the Master Insurance Policy in respect of any matter or damage, then the Student and his/her parent/guardian shall not be entitled to claim against Hitmaker Global Academy or Lonpac Insurance Bhd for the same payment in respect of the same matter or damage pursuant to any other provision of this Agreement or the Master Insurance Policy.



Feedback & Complaint Management System

Hitmaker Global Academy has a system for managing feedback and complaints from students, customers and staff. The Academy believes strongly that feedback is an important part of its continual efforts to improve the quality of products, delivery, administration and quality of service. Hitmaker Global Academy has a process in place to assist their valued customers/ students and staff in providing resolution for a grievance in the following areas:
• Academic Standards, Curriculum and Courseware
• Behaviour and Discipline
• Delivery of course and Student Support Services
• Facilities and Infrastructure
Hitmaker Global Academy treats any student’s grievance as important and valuable feedback to them. For any complaint or grievance – whether it is verbally lodged or by letter or by fax or email, Hitmaker Global Academy will document the nature of grievance, complaint and given an interim acknowledgement that the matter is being investigated.

  1. Informal Resolution of Complaint/ Feedback
    Informal management of feedback, which is normally the verbal complaint to the administrative staff of the respective department and can be taken as a minor problem, will be attempted/resolved on the same day as it is received before escalation to Complaint/ Grievance or Written Complaint/ Grievance (major problem).
    Time is taken for resolution: 1 day
  2. Formal Resolution of Complaint/ Feedback
    If unresolved on the same day (i.e. complainant is not satisfied with the resolution by the respective staff and student/ complainant submits the Complaint/ Feedback Form formally), the Academy gives an acknowledgement or initial response to the feedback/complaint within 3 days from the day the feedback/grievance is received.

Upon receipt of the feedback or complaints in hard copy (e.g. letter or fax) or soft copy (e.g. email) from the public or students, the management will direct the relevant staff to look into the matter and to report back to him.

Student or customer can use the relevant forms to lodge a complaint to the management. The following forms are readily available to students or customers:
• Student Evaluation Form (request from the school and mail);
• Customer Service Feedback Form (downloadable at the bottom of the page);
• Student Feedback Form (downloadable at the bottom of the page);
• Online Enquiries & Feedback (at www.stanfort.edu.sg Home page or contact page);
The respective staff is supposed to conduct the necessary investigation to establish the circumstance and facts of the case and submit a report not later than three (3) days to the management.

The management will verify the report and ascertain that there is basis to accept or dismiss the complaint or grievance. Within 7 days the management will offer a solution based on the findings of the investigation conducted to the student for acceptance.

If the solution is accepted no further action will be pursued except filing the proceeding for the record. Where necessary, Principal will discuss the feedback/complaint with the management team to draw learning points. The respective staff, then, follows up with appropriate actions to improve the Academy’s operations.

If the student refuses to accept the solution offered by the management and requests to review again the decisions, the management will review the case and take into account any new finding to offer an alternative solution. Within a maximum of 21 days upon the receipt of student’s grievance, the Academy will offer the final solution. This is final.

If the Student still refuses to accept the final solution offered by the management, the student can refer the complaint/grievance to CPE Mediation Centre for a resolution prior to instituting any legal action /proceedings.

Hitmaker Global Academy’s targets to resolve feedback/complaints = Within 21 working days
All feedback/complaints (including disputes) and the actions taken to resolve them are filed in the Complaint/ Feedback File that also provides information on nature of complaint/grievance and the time taken to resolve. Hitmaker Global Academy uses the feedback/complaints received as one of the inputs for the internal review process.

– Time is taken for acknowledgement/ initial response of the receipt of complaint/ feedback: 3 days
– Time is taken for investigation of matters and reporting back to management: 3 days
– Management/ Administrative staff notification of resolution to the complainant: 7 days
– The final decision to the complainant if the complainant request for review of the resolution: 7 days
– Total time is taken for the whole process of resolving complaint/ feedback: 21 days

Information on CPE’S Mediation and Arbitration (www.cpe.gov.sg)
Students can refer to the Committee for Private Education website https://www.ssg.gov.sg/cpe/student-services/
for more detailed information about mediation and arbitration or mediation website http://www.mediation.com.sg/

Students are encouraged to approach the private education institution (PEI) directly to resolve their complaints at the earliest opportunity. If the matter remains unresolved or the student is unsatisfied with the outcome, students may approach the CPE Student Services Centre for assistance.

Types of disputes which can be referred to the CPE Mediation-Arbitration Scheme
Disputes which can be referred to the CPE Mediation-Arbitration Scheme include unsatisfactory services provided by PEIs, fee refunds, disciplinary issues and quality of courses and teachers. If students are unsure their complaint is suitable for dispute resolution, the Centre’s officers will be able to advise them.

At the Student Services Centre, the officers will review the complaints and provide the appropriate advice. Depending on the type of complaints, the following resolution procedures are recommended:


Recommended Course of Action

Private education institutions which have violated conditions of registration (e.g. misrepresentation or failure to honour contract terms)

The official investigation of the private education institution by an inspectorate team from the Committee for Private Education
Unsatisfactory services

(e.g. poor teaching quality, changes to the curriculum, and delays in awarding certificates)

Stage 1: Mediation
Stage 2: Arbitration

Fee refunds

Small Claims Tribunal
(For amounts less than SGD$10, 000)

CPE Dispute Resolution Mechanism
For clear-cut fee refund issues of less than $10,000, students can lodge their case with the Small Claims Tribunal.
For complaints of other nature, students can choose to participate in the Committee for Private Education’s (CPE’s) appointed Dispute Resolution Scheme.

Dispute Resolution Scheme
Private education institutions’ participation in the dispute resolution process is compulsory as stipulated by the Private Education Act.
There are two stages in the process – mediation and arbitration.

Stage 1: Mediation
The complaint may be referred to the Singapore Mediation Centre for mediation.
If a settlement between the student and the private education institution could be reached at the mediation stage, a settlement agreement would be drawn up and endorsed by the respective parties, and the dispute resolved.

Stage 2: Arbitration
If the parties fail to reach a settlement through mediation, the student can progress on to arbitration for a resolution to his dispute.
The Singapore Institute of Arbitrators is the appointed provider of arbitration services.

Procedure for Dispute Resolution
If the student wishes to initiate the dispute resolution process, they will be required to fill up an application form at the CPE Student Services Centre and in it, the nature of the dispute must be clearly stated. The application form will then be sent to SMC (Singapore Mediation Centre) which will contact the student and the PEI within seven working days for an appropriate date to hold the mediation session.

Stage 1 (Mediation): Prior to the mediation, the PEI and the complainant involved will exchange through the SMC a concise summary of the case, as well as copies of relevant documents referred to in the summary that the parties wish to rely on during mediation. At the end of the first day of mediation, if the parties are able to arrive at an agreement, the mediator will draw up a settlement agreement and close the case.

Stage 2 (Arbitration): However, if a settlement is not reached, the complainant can decide whether they wish to proceed to the arbitration stage, which is a paper-based review of the dispute. The arbitrator may call for a hearing if it is deemed to be necessary. The complainant will be required to submit a request to SIArb to commence an arbitration, and within 14 working days of receiving the request, the PEI will submit to SIArb their defence. The complainant has another 14 working days to submit their reply to SIArb upon receiving the PEI’s defence. For a documents-only arbitration, the arbitrator will publish his arbitral award within 60 days from the commencement of the arbitration, while if a hearing was held, the arbitrator will publish his award within 90 days from the commencement of the arbitration.


Appeal Policy
    Hitmaker Global Academy makes every effort possible to complete the appellate process within 21 days of the receipt of the appeal by the Academy. When extended investigation becomes necessary, the in-charge of the respective department will inform the appellant by letter of this extended investigation.
    Appeal for Expulsion
    • Appeal must make within 7 working days from the issuance of Expulsion letter to consider and prepare for appeal.
    • Only a written request for an appeal from the appellant concerned together with the Administrative fee for Appeal Request $ 100 (subject to change) will be considered.
    • All supporting documents must be provided and only original supporting documents will be considered for the appeal case
    • Request can be allowed or declined. If the request is declined, the appellant will be given the reason.
    • Decision made by the Academic Board is the final one.

Appeal for Examination Result
• Only a written request for an assessment result’s appeal from the appellant concerned together with the Administrative fee for Appeal Request $ 100 (subject to change) will be considered.
• Request for an assessment result appeal must clearly state the grounds on which it is requested.
• Request for a review must be made within 7 working days of the receipt of the result, and the request made after the closing date will not be entertained in any circumstances.
• All requests for an assessment result appeal will be considered by the second-marker and the Examination Board.
• Request can be allowed or declined. If the request is declined, the appellant will be given the reason.
• All examination materials are confidential to Hitmaker Global Academy and the examination booklets will not be shown or returned to the candidates.
• Decision made by the Examination Board is the final one.

    Appeal for Expulsion
    All applications for an appeal include documentation evidence to verify that the student has the valid reasons to apply for an appeal. If a student unable to provide the required documentation, then the request will not be accepted/ considered. The Academic Board will consider the appeal application case by case basis. The appeal result may fail due to lack of documents evidence or valid reasons. The school will notify the candidate/ appellant of the outcome in writing. Appeal charges are non-refundable.

Appeal for Examination Result
Students requesting a re-mark of their internal exam/ tutorials or assignment paper must apply by completing the Assessment Remark Application Form. All applications for an assignment remark must include documentation evidence to verify that the student has the valid reasons to apply for an appeal. If a student cannot provide the required documentation, then the request will not be accepted/ considered. The student must also provide the appropriate payment as outlined in the Assessment Remark Application Form. The students can apply for the assessment remark within 7 working days of the assignment results being released. The administrator or the school must inform the Examination Board about the request made by the candidates for assessment remark. The school will notify the candidate/ appellant of the outcome in writing. A full refund of the remark charge is provided if the examination remark results in an increase to the grade of the appellant.

Hitmaker Global Academy has proper appeal handling process, policy and procedure in place and assurance of undertaking an administrative check of the marks, upon receiving the complaint or appeal from the candidates or appellant for the poor result.

  1. First and foremost, the candidate/ appellant can make a request to the tutor or the marker or for an informal discussion regarding the assessment result. The marker/ tutor has the privilege to accept the informal discussion and review the paper, or to decline the request. The tutor will notify the appellant of the outcome or decision of the assessment. Review or the recheck of the examination booklet involves checking that all procedures have been correctly followed, particularly that:
  • All materials have been fully considered;
  • The addition of marks awarded is correct;
  • The results achieved are correctly recorded in the results letter;
  1. If the candidate/ appellant is not satisfied with the result or the outcome or decision of the assessment, he/she can approach the administrator of the course together with the completed Assessment Remark Application Form. Upon receipt of the student’s request lodging appeal against the marks awarded, the administrator of the respective department will file the submitted documents, make notes of the outline of the reasons why the appeal is felt to be appropriate, the exam or course title of the paper the appeal is for, and the date of the letter received. The administrator will confirm the letter as an email or by post that the appeal has been received. The administrator then undertakes an administrative check of the exam script prior to submitting the script for re-marking by an independent marker. Based on the findings, the administrator of the respective course will notify the appellant of the outcome. The outcome will be notified to the appellant within 15 days from the receipt of the appeal letter, together with the explanation on the performance in the examination booklet. The outcome of the appeal may be a confirmation of the original decision or overturning of this decision which may, in turn, lead to the awarding of the Pass Grade. (It is important to take note that the appellant doesn’t have the right to view the exam scripts.) The Administrator of the department will inform the Examination Board regarding the outcome of the re-check.
  2. The candidate/ appellant can make a subsequent request not later than 5 working days after receiving a letter of the outcome of an internal recheck or review. The request must be made within 5 working days of the date on the receipt of the appeal result letter. This time, the subsequent request can be made to the Examination Board of Hitmaker Global Academy. The Examination Board will ask the Administrator for the script/ exam booklet to ensure that the appeal process has been properly carried out by the marker, the second marker and the Administrator. The Examination Board will check the booklet to make sure that the maker and the second checker have complied with the marking process and that the administrator has complied with the appeal procedure.Throughout the re-mark, review and re-check process, the following will be ensured:
  • Making sure that all required parts of the assessment were included in the final determination of the result;
  • Making sure that all marks contributing to the final grade have been correctly weighed and their total accurately obtained

Upon undertaking all necessary investigations, the Examination Board will decide the result of the candidate and keep records of the findings in the review process. The administrator of the course will submit a recommendation and suggestion to the Examination Board for their consideration.


For the external exams, the Academy will submit the appeal directly to the respective external exam bodies upon receipt of the request from the student.



Attendance Requirements & Award Criteria
  1. Attendance
    Students must attend all scheduled classes with the attendance taken. Students are not allowed to sign attendance on behalf of their classmate(s). Students will be marked as absent if they do not have a Medical Certificate (MC) or do not have permission from the Academy to miss the lesson. Students are to ensure that they sign for their daily attendance during or after the class. The student is not allowed to request others to sign attendance on his or her behalf. Students are expected to attend school at all times unless excused by their parents or guardians. Students or parents are expected to contact the office if a student has reason to be absent from school. Subject to Management approval.
  2. International students (students holding Student Pass)
  • The minimum attendance requirement for international students is 90%.
  • The Student Pass might be cancelled in the event that the attendance is lower than 90%.
  • All the students attending have to apply to leave to be absent from class. The leave must be supported by a relevant document.
  • For sick leave, the leave has to be supported with recognized medical leave certificate or letter from parents/guardian (subject to approval).

There are specific strict rules concerning attendance which all Hitmaker Global Academy students are hoped to be informed:
(i) The first warning which is a verbal warning will be given to those whose attendance is lesser than 90% for no valid reason for the first time.
(ii) The second warning which is a written warning will be given to those whose attendance is lesser than 90% for no valid reason for the second time.
(iii) The third warning which is a written warning will be given to those whose attendance is lesser than 90% for no valid reason for the third time.
(iv) The fourth warning which is a written warning will be given to those whose attendance is lesser than 90% for no valid reason for the fourth time.
(v) After issuing the 3 written warning letters. An expulsion letter will be issued to the student if his/her attendance is lower than 90% for the fifth time.

Local students (students not holding Student Pass)

  • The minimum attendance requirement for local students is at least 75%.
  • A certificate of attendance or completion certificate cannot be issued to those who do not complete the minimum requirements of the attendance.
  • Local students who are sponsored by SDF Funding cannot miss the class. If the student hasn’t turned up for 2 classes, they need to inform the Academy in writing of the reason or cause of missing the class. The Academy will inform the company if the student has missed the third lesson or class.

Award Criteria for courses internally developed

    All assessment is criterion referenced, based on the achievement of specified learning outcomes (LOs). If the work submitted is not all of an equal standard, the assessor team will select the grade corresponding to the majority of the work submitted for that learning outcome — for example, if the learner achieves a Merit for two of the assessment criteria and a Distinction for the third, the grade awarded will be a Merit. Where there is no majority grade, for example if two Passes and two Merits are awarded, the grade for the learning outcome will be the higher of the grades, in this case a Merit.

    Grading bands:

    • 94% – 100%: Distinction* (High Distinction)
    • 87% – 93%: Distinction
    • 63% – 86%: Merit
    • 50% – 62%: Pass
    • <50%: Unclassified/Fail

    Examples of possible LO as below:

    For every 30 GLH:

    • A Distinction is worth a score of 4
    • A Merit is worth a score of 3
    • A Pass is worth is worth a score of 2

    For example, a Distinction grade for a 90 GLH unit would be worth a score of 12 points; a Distinction grade for a 60 GLH unit would be worth a score of 8 points. Guided Learning Hours for Hitmaker’s Programmes:

    • Accelerated/Foundation Prog amme: 540
    • Diploma: 720
    • Advanced/Extended Diploma: 1080

    To be able to obtain the award certificate, students are required to have a minimum 75% of attendance and pass grade in all Module Examination.

    *Successful completion of the Industrial Attachment/Project Work and secure minimum 50% points

    Release of Internal Exam results

    • all internal exam results will be released within 3 weeks after the test

    Assessment and Award Regulations

    For the external exams, Assessment Results/ Award of Certificate will be available to the students within 3 months of the last assessment date of the examinations. For entry requirements, please check the respective course.


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