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Terms & Conditions

Kaplan Financial Limited - Registered office: Ground Floor, Palace House, 3 Cathedral Street, London, SE1 9DE.
Principal place of business Ground Floor, Palace House, 3 Cathedral Street, London, SE1 9DE.
Registered in England No. 1028790 ("Kaplan Financial").
Kaplan Professional is a brand name of Kaplan Financial Limited.

Please click on the links below to view our Terms and Conditions

Live Online course enrolments

On Demand

Complaints procedure

Student Code of Conduct

Student Charter

Disciplinary Procedure

Plagiarism Statement

Cancellation and Deferral terms

Pass Guarantee Information

  1. Live Online course enrolments

    All enrolments must be accompanied by payment in full,  payment details and if the relevant course is of a type where flexible payment is offered (NB this option in not available for ICAEW and may not be available for other course types) an authorised flexible payment plan or the completed employer authorisation. Enrolment on a course is valid for one sitting only. MyKaplan resources will be available (if applicable to your course) on your account for a limited period.

Course

Qualifications

Access Duration

Live Online

ACCA Applied Skills and Strategic Professional (exc LW)

6 months after selected exam month

On Demand

ACCA Applied Skills and Strategic Professional (exc LW)

6 months after exam sitting

Distance Learning

ACCA Applied Skills and Strategic Professional (exc LW)

6 months after exam sitting

Live Online

ACCA Applied Knowledge and LW

3 months after last course date

On Demand

ACCA Applied Knowledge and LW

6 months after enrolment

Distance Learning

ACCA Applied Knowledge and LW

 

12 months after enrolment

Live Online

ICAEW Certificate/CFAB

6 months after last course date

Live Online

ICAEW Professional

6 months after exam sitting

Live Online

ICAEW Advanced

8 months after exam sitting

Live Online

AAT Foundation

6 months after exam sitting

Live Online

AAT Advanced

6 months after exam sitting

Live Online

AAT Professional

6 months after exam sitting

On Demand

AAT Foundation

9 months after enrolment date

On Demand

AAT Advanced

12 months after enrolment date

On Demand

AAT Professional

15 months after enrolment date

Distance Learning

AAT Foundation

18 months after enrolment date

Distance Learning

AAT Advanced

18 months after enrolment date

Distance Learning

AAT Professional

18 months after enrolment date

Live Online

CIMA Cert BA

3 months after last course date

Live Online

CIMA Professional OT’s

3 months after last course date

Live Online

CIMA Case Studies

6 months after exam sitting

On Demand

CIMA Cert BA

6 months after enrolment

On Demand

CIMA Professional OT’s

6 months after exam sitting

On Demand

CIMA Case Studies

6 months after exam sitting

Distance Learning

CIMA Cert BA

12 months after enrolment

Distance Learning

CIMA Professional OT’s

12 months after enrolment

Distance Learning

CIMA Case Studies

6 months after exam sitting

  1. Course reports - If an employer is paying for a student's participation in a course, that employer may be sent the relevant student's test results and progress and attendance records (where applicable).
  2. Deferral - Where the full amount has been paid, an enrolment can be deferred for one relevant sitting, or up to 12 months for AAT trainees (subject to availability), provided Kaplan Financial receives written notice within 14 days after the date of enrolment. An administration charge of £50 per course will be charged by Kaplan Financial at the time of deferral. No refunds will be made and amounts paid for courses will be carried forward accordingly. It may be necessary to purchase new course materials upon recommencement of deferred study. These are not included in amounts previously paid and will be invoiced separately.
  3. Course cancellation - A course cancellation requires that written notification be received by Kaplan Financial within 14 days after the date of enrolment. A cancellation charge of £100 per course will be charged by Kaplan Financial at the time of cancellation. Full course fees will be payable if less than 2 weeks' notice is given and no refund will be made in such circumstances. Refunds are not available for any amounts paid for study materials, where the materials have been supplied to the student.
  4. Refunds - Kaplan Financial reserves the right to use its discretion to determine whether to make refunds in particular instances which fall outside paragraph 48 above.
  5. Study materials
  1. The study materials which are included within the Live Online course will be despatched in accordance with the following delivery guidelines:
  1. UK: delivery within approximately 3-5 working days of despatch;
  2. Europe: delivery within approximately 5-7 working days of despatch; and
  3. Rest of the World: delivery within approximately 7-10 working days of despatch.
  1. When ordering goods for delivery (other than in the UK), you may be subject to import duties and taxes, which are levied once the goods reach the specified destination. Any additional charges for customs clearance must be borne by you; Kaplan Financial has no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when you order study material from Kaplan Publishing, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
  2. Kaplan Financial will refund the cost of study materials sent to you (less postage and packaging) if you return them to Kaplan Publishing Limited, c/o Kaplan Publishing, Unit 2, The Business Centre, Molly Millars Lane, Wokingham, RG41 2Q2 within 14 days of receipt in a re-saleable condition (for CDs this means with the security seal intact). You must obtain proof of postage which you may be required to produce in the event of any query.
  3. You must notify Kaplan Financial of any queries, complaints or short deliveries within 14 days of you receiving the study materials.
  4. No study materials will be despatched to you by Kaplan Publishing unless Kaplan Financial has received full payment in cleared funds from you or your employer. Where credit terms have been agreed, no study material will be despatched until authorisation has been received from your employer.

On Demand Courses

Subscription Service

Free Trial Period

  1. You are eligible for a free trial before you purchase a course with Kaplan. This will give you access to all the content and resources available to Kaplan students.
  2. Once the trial has expired after 5 days you will no longer have access to the content provided by Kaplan. To continue using the resources available students must then enrol using one of the subscription models available.
  3. The free trial period cannot be extended unless due to extenuating circumstances.

Enrolment

  1. To enroll on a Kaplan course you need to fill in the online form via our website. After submitting the form you are formally accepting these terms and conditions.
  2. You acknowledge the fact that it is your sole responsibility to get registered and/or become a member of the relevant professional accountancy body for your course as required. Kaplan can advise but it is the student's responsibility to organise this themselves.
  3. By enrolling on a Kaplan course, you hereby give Kaplan permission to share your ACCA student number with the ACCA for the purpose of the ACCA result service. You also give permission to the ACCA to share your exam results with Kaplan. These details will not be shared with any third party.
  4. No hard copy material is provided when using the subscription service. The integrated workbook only will be available in pdf format.

Payment

  1. Depending on which plan you choose (monthly, quarterly or annually) charges will vary. You can place your order directly on our website and pay by debit or credit card. You will be asked for your card details at the checkout where you can pay securely. Your order will then take 48 hours to be completed.
  2. Kaplan will continue to take payment either monthly, quarterly or annually until the student fully cancels the subscription. You will be sent email reminders 1 week before payment is due.
  3. If payment fails a notification email is sent to the student. We will then try to take payment again after 3 days, if it fails again we will attempt after 5 days. Finally, if it still fails after 7 days the subscription will be cancelled and the access will be taken away. As soon as payment is received the course will be made active again.

Membership

  1. The fees will be payable in Euro.
  2. If a student decides to cancel their subscription, they are not entitled to a refund for any previous months paid (Monthly, Quarterly or Yearly).
  3. If prices increase at any point in the agreement, students will be notified in advance.
  4. The membership will automatically renew unless we are notified otherwise.
  5. If a student decides to cancel the subscription they can do this online via their account or get in touch with our customer services team via email.
  6. If a student decides to upgrade or downgrade the subscription they need to get in touch with our customer services team via email.
  7. Students are responsible for managing their membership account. They can view their subscription details, edit payment details, cancel their subscription and view any past invoices.

Licence of Intellectual Property

We will allow you to use the applicable study materials in a personal capacity for the purposes of studying on the Course. That permission will end when this Contract ends. You agree that you will only use any study materials and/or digital content for study purposes and that you will not copy, make available, transmit, reproduce, sell, licence, distribute, publish or broadcast or otherwise circulate materials.

Ownership of Intellectual Property

All intellectual property rights (including copyright) in a Course or other learning materials belong to us, or another company in the same group of companies as us.

Complaints procedure

Complaint Definition

  1. 'An expression of dissatisfaction with any individual, service or lack of service where a response is reasonably expected, and has not been resolved by an informal approach'.

Introduction

  1. The following describes Kaplan Financial's Customer Complaints Policy. This document will apply to Customers (students/learners and employers) who are dissatisfied with the provision of Kaplan's services and wish to make a formal complaint. The procedure may be used by existing and prospective customers.

Principles

  1. Kaplan constantly seek to improve services and aims, therefore, to deal thoroughly, objectively and fairly with any complaint about business services, and to offer an appropriate remedy to anyone who is adversely affected by a service which fails to meet our standards.
  2. Customers, either individually or collectively, are entitled to raise legitimate complaints and criticisms. Kaplan will not penalise anyone for making a legitimate complaint about College services. This entitlement is balanced by the requirement that the rights are not misused, and that the professional reputation of members of staff are protected. Disciplinary action may be taken if a complaint is shown to be malicious, frivolous, or vexatious.
  3. It is expected that the documentation generated during the complaint procedure will remain confidential and that this will be respected by all parties.
  4. Kaplan cannot deal fully with anonymous complaints, as a personal response would no longer be an option. Kaplan considers those about whom complaints are being made have the right to know the basis of the complaint and what is being claimed. A copy of relevant documentation will be forwarded to the person who is the subject of the complaint. Kaplan will, however, always ensure that the complainant's identity is not disclosed, or implied as the complaint is investigated, without informing the relevant party first.
  5. Customers are advised to raise the issue informally and ONLY ONCE with the Head of the appropriate Department or any other appropriate individual familiar to the Customer. It is anticipated that the vast majority of complaints will be resolved at this stage. This is the first and preferred method of resolution, without recourse to formal procedures. Informal complaints will be logged by the College at this stage, which will override any further informal approach made by any other individual subsequent to this.

Types of Complaint covered by this policy

  1. This is a single complaints procedure to cover different types of Customer complaint or grievance, which can be used to complain about any service the College provides. The list is not exhaustive, but is likely to fall under the following categories:
  2. The behaviour of another Customer, i.e. student or member of staff
  3. Complaints arising from your educational experience e.g. poor teaching or supervision
  4. Complaints in respect of academic and/or administrative support or other services

Complaints affecting a number of Students

  1. If the complaint is shared by a number of Students, it should be raised collectively as a group and follow the procedure outlined above. If the group of Students/learners will be submitting a letter of complaint for any of the stages it should be signed by all concerned.

Stages of the Procedure

Informal stage

  1. If you are considering making a complaint, you are strongly advised to raise the issue informally with the appropriate Head of Department or member of staff you feel comfortable with. It is anticipated that the vast majority of complaints will be resolved at this stage. Your informal complaint will be logged and you will not be able to use the informal complaint route subsequently through any other individual. This is the preferred method of resolution, without recourse to formal procedures.

Formal stage

  1. If you are unable to resolve your complaint informally, you will need to provide us with details in writing to the Complaints Officer as soon as possible after the events about which you are concerned occurred, normally within fourteen working days. Kaplan may not be able to investigate your complaint properly if you delay.
  2. The information must be submitted on the official complaints form. The online version of the form is available here.
  3. If you are unable to access this form, please contact the Complaints Officer complaints@kaplan.co.uk for an alternative version of the form that can be submitted as a hard copy.
  4. You will need to provide:
  • your name
  • a contact address (and preferably telephone and email address)
  • your programme of study
  • the date on which the problem arose
  • whether anyone else was affected, or saw what happened
  • the response you would like from us
  • any supporting evidence.
  1. Please note that certified copies of documents (e.g. medical certificates) may be requested.
  2. You will receive a confirmation that the complaint has been received.
  3. The investigation will be undertaken by our independent Complaints Officer who will respond within fourteen working days of receiving your complaint, to let you know the outcome of the investigation, and details of any actions to be taken. If Kaplan is unable to do so, you will be informed about how much longer it will take. You, and any individual against whom the complaint is being made, are entitled to submit written evidence to the Complaints Officer in support of your respective positions.
  4. If at any time during this stage, or later, you would like to try to resolve your complaint informally, you can do this by contacting the Complaints Officer.
  5. The possible outcomes of the formal complaint are as follows:
  • Complaint not upheld (if the complaint is felt not to be warranted)
  • Complaint upheld in whole or in part (if the complaint, or part of it, is felt to be fair in any of its elements.
  1.  In the event of a complaint being upheld in whole or in part, recommendations will be made in respect of remedial action required. A response may be required from the individuals concerned, within a set time frame.
  1.  Kaplan will respond by detailing how the complaint has been investigated, the evidence used, the conclusion reached, and, if appropriate, the steps to be taken to resolve the matter. Kaplan may not be able to give you the precise redress you asked for, but you will have an opportunity of saying whether or not you are satisfied with the proposals.

Student Code of Conduct

Purpose and scope

Kaplan is committed to creating a study environment for its customers and staff that is safe and where everyone is treated with dignity and respect. All students should work hard to achieve their study goals and take responsibility for their learning. Kaplan aims for all students to have an enjoyable and successful time with us.

The Code of Conduct explains how we expect students to behave whilst on Kaplan premises in relation to Kaplan staff, students, agents or otherwise.

Expectations

Whilst it is not possible to lay down an exhaustive set of standards, detailed below are general examples which demonstrate the level of conduct Kaplan expect from students:

  1. Treat all Kaplan staff and fellow students, agents or others with respect.
  2. Practise and promote equality.
  3. Behave responsibly and safely at all times online when in contact with members of staff and students.

Breaches of Kaplan’s Code of Conduct

If a student fails to achieve the Kaplan expected standards of conduct, their behaviour may be addressed through the Student Disciplinary Procedure.

Gross Misconduct

A serious breach of this code of conduct may constitute gross misconduct and could lead to a disciplinary interview being held and the student’s exclusion from study at Kaplan without any written warnings having been issued previously.

  1. Bullying.
  2. Harassment.
  3. Aggressive and threatening offensive behaviour or language.
  4. Fraud and deceit.
  5. Cheating and plagiarism.
  6. Theft.
  7. Intentional or reckless damage to Kaplan property or student property.
  8. Serious misuse of Kaplan property or equipment.
  9. A criminal offence.

Student Charter

At Kaplan we want you to enjoy your studies and pass your exams. To ensure you have the best opportunity to pass your exams there are a few things you need to do:

  1. Attend all your classes
  2. Complete course assessments/mocks and get them marked
  3. Utilise the features and benefits, including online testing, provided on MyKaplan.

In order to get the most out of your studies with Kaplan, create a friendly study environment and for you to achieve your qualification, we require you to adhere to the guidelines set out in this charter:

Progression

  1. All assessments and mocks (as applicable per qualification/course) should be completed and submitted for marking within the deadlines provided. The more questions you attempt and the more practice and feedback you get, the better the chance of passing.
  2. It is your responsibility to book and attempt exams relevant to all the papers/units/subjects studied.

General

Treat all Kaplan staff and your fellow students with respect at all times.

Disciplinary Procedure

Kaplan’s student disciplinary procedure provides a framework for addressing breaches of the code of conduct are considered to be too frequent or too serious to be dealt with less formally. They have been designed in such a way as to ensure that all students are given access to a fair hearing and that all are relevant facts will be established and considered before final decisions are made.

Investigation

In most cases, the matter will have arisen out of a complaint raised by a fellow student or an employee of Kaplan. In all cases an investigation will take place to determine whether or not it might be necessary to invite the student complained about to attend a disciplinary interview.

Suspension

In cases where the alleged misconduct is serious, and/or it may be detrimental to Kaplan ,suspension may need to be considered while the case is being investigated. In such cases the student will be informed of the reason for suspension. Suspension from studies does not constitute a warning for misconduct or removal from study with Kaplan.

Criminal proceedings

Where any member of staff has reason to believe or is informed that a student may have committed a criminal offence, Kaplan will normally refer the matter to the police and may also initiate disciplinary proceedings under this procedure or suspend the student pending the outcome of police enquiries and any charges which may be brought against the student. Where the student has been suspended under this provision, when the results of those enquiries and any criminal proceedings are known, Kaplan reserves the right to recommence disciplinary proceedings. Any Kaplan disciplinary action relating to alleged criminal offences will be based on reasonable belief.

Written warning

Where serious misconduct has occurred, the student may be given a written warning. The student will be informed that further misconduct or failure to meet the standards detailed in the Student Code of Conduct is likely to result in exclusion from studies with Kaplan. Details of written warnings will remain on a student’s file for 12 months from the date of the warning being issued.

Exclusion from Kaplan

Further misconduct after a warning has been issued, gross misconduct, or any other circumstances which Kaplan deem to be of a particularly serious nature may result in exclusion from studies with us. Students who are excluded from studies with Kaplan will not be entitled to any form of refund.

Appeals

A student who has been issued with a written warning or excluded from studies with Kaplan is entitled to appeal against the decision that was made. An appeal must be made in writing within 10 working days of receipt of the warning/exclusion letter. The original decision letter will state to whom the appeal should be made. The manager conducting the appeal may wish to conduct an appeal interview with the student and will notify of the decision in writing.

Third Party Notification

Kaplan reserves the right at any stage to inform the sponsor and the relevant governing body.

Plagiarism Statement

If you are deemed to have cheated by either submitting the model answer or copying another student then the marker will not mark your paper. The marker will give the assessment a mark of 1. If you have been given a mark of 1 the student services team will email to inform you. If your studies are sponsored by your employer then your manager will be emailed to be made aware that you have been given a mark of 1 and why.

If your studies are sponsored by your employer then your manager will be emailed to be made aware that you have been given a mark of 1 and why.

If you are on a course with the Pass Guarantee (PG) and the assessment you have submitted is part of the PG then your Pass Guarantee will be voided as you hadn’t made a reasonable attempt.

If you would like to appeal against the decision please notify the Student Services team and they will look into this for you.

Cancellation and Deferral terms

  • You may defer your distance learning or online course to the next sitting if Kaplan Financial is notified in writing in advance. Written notification should be received no later than two weeks before the start of the exam period for which you have enrolled for. An administration charge of £50  will be payable. It may be necessary to purchase new study materials upon recommencement of deferred study. The costs of these are not included in amounts previously paid and will be charged separately.
  • You may cancel your purchase of a Distance Learning or Live Online course within a period of 14 working days beginning on the day on which your study materials are delivered by the courier. If you notify us after this period you will be charged an administration fee of £50.
  • You may cancel your purchase of an online course within a period of 7 working days beginning on the day on which your course confirmation email is sent by Kaplan Financial.
  • If you have chosen to pay the course fee, Kaplan Financial will credit the course fee to the credit or debit card (which you used to pay the course fee) as appropriate within 28 days of receiving your notice of cancellation.
  • You may cancel your by emailed kaplaneu@kaplan.com
  • Please note that you cannot cancel the tuition element of your distance learning course if you have accessed tutor support. You cannot cancel your purchase of your online course if you have downloaded any of the course material (unless the course materials are faulty) or if you have accessed tutor support. Your statutory rights in the event of receiving faulty goods are not affected.
  • Kaplan Financial reserves the right to use its discretion to determine whether to make refunds and/or deferrals in exceptional circumstances which fall outside those indicated above and to charge additional fees in any such event.
  • You accept that once a request to cancel your online or distance learning course has been received, your access to any online materials held on our websites will be revoked.
  • CIMA 2014 Professional Competence T4 level: three mock exams and achieve a minimum mark for each of 40%
  • CIPFA Certificate, Diploma and Strategic Leadership papers: Progress Test and Mock Exam and achieve a minimum mark of 40%
  • CIPFA Strategic Financial Management Case Study: all 4 course mocks attempted, with 2 out of 4 papers achieving a minimum mark of 30%
  • CIMA 2015 Professional: all online assessment tests and mock exams
  • Live Online students must complete 100% attendance of the lectures (including question based day debrief, where applicable).
  • The Lifetime Pass Guarantee does not apply to residential courses, full time, distance learning, CIMA study.com or e-prep courses.
  • The Lifetime Pass Guarantee is not transferable
  • The Lifetime Pass Guarantee is subject to availability and may be withdrawn at any time without notice
  • In the event of a failure, proof of that failure must be provided to Kaplan Financial on application for the Pass Guarantee (PG) course


Pass Guarantee Information

  • In order to validate the Lifetime Pass Guarantee, the PG course must be attempted at each subsequent examination sitting. The Lifetime Pass Guarantee will expire should an examination sitting be missed. For CIMA 2014 Professional levels, the PG course must be attended within the following 6 months, for example, if retaking from the May exam sitting, the PG course can be attended in preparation for the August/September or November exam sitting. For CIMA 2015 Professional levels, the PG course(s) must commence within 4 months of the failed exam and can be taken either in the classroom or Live Online. For CIMA Certificate and ACCA Knowledge Module, the free Pass & Go course must be taken at the next available course or within 6 months, whichever is sooner. For AAT, the resit exam must be subsequently reattempted within1 month of the original exam. In all cases the Lifetime Pass Guarantee automatically expires once the paper is passed.
  • In the event of a failure,
  • a Live Online student will be entitled to attend (where available) a Live Online course with Kaplan Financial free of charge for the subject to which the Lifetime Pass Guarantee applies, as detailed below.
  • AAT Levels 2 3 & 4: a PassPlus course if one is available at a suitable date in the centre and/or the dedicated online resit course. Students must contact their local Kaplan centre within 5 working days of their original exam failure to discuss their resit plans with their tutor and arrange access to the resit course via MyKaplan.
  • ACCA Skills, Essentials & Options modules: Tuition and/or Revision course, and/or Question Based Day;
  • CIMA Certificate level/ACCA Knowledge Module: Pass & Go course;
  • For 2014: CIMA Operational, Management & Strategic levels: Tuition and/or Revision course or Resit Extra course and/or Question Based Day;
  • For 2014: CIMA Professional Competence T4 level: Classroom T4 Essential Course Programme and/or Resit Course and/or Test Drive; Live Online T4 Tuition and/or Revision and/or Resit Course;
  • For 2015 (following 2014 courses): CIMA Operational, Management & Strategic levels: Resit online conversion course or revised syllabus course(s) for the equivalent subject;
  • CIMA 2015 Professional OT complete package: a Classroom or Live Online Tuition and/or Revision Plus course and/or dedicated online Resit course; or
  • CIMA 2015 Professional Case Study Complete: a Classroom or Live Online Case Study Complete course
  • Students must continue to attempt and submit a Final Assessment and Mock Exam, where applicable, and achieve a minimum mark of 40% (or any combination of these requirements as notified to the students from time to time). Students must submit the relevant assessment or mock exam for marking in line with submission deadlines. AAT students must attempt and pass the resit practice assessments and subsequently the resit mock exam and achieve a minimum of 70% in the latter.  CIMA 2015 students must attempt all online mock exams for the subjects that they are resitting.
  • Live Online students must complete 100% of the PG course lectures (including question based day debrief, where applicable).
  • Students attending a PG course may, where Kaplan course materials have been updated, be required to purchase new course materials from Kaplan Financial.
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