Enrolment Period Extension Policy for Fortray Global Services Limited

Fortray Global Services Limited is committed to helping students achieve successful learning outcomes. We recognise that circumstances can change throughout a student's learning journey and therefore aim to adopt a fair, supportive, and flexible approach when considering requests for additional study time. All requests will be assessed individually and in accordance with the Student Terms & Conditions, programme requirements, and applicable third-party provider obligations. Our objective is to balance the needs of students with our responsibility to maintain academic integrity, operational fairness, and compliance with provider and licensing requirements.

Policy Objective

This policy outlines the process through which students enrolled on programmes provided by Fortray Global Services Limited may request an extension to their enrolment period where additional time is required to complete their studies.

The policy aims to ensure extension requests are assessed fairly, consistently, and in accordance with Clause 11 of the Student Terms & Conditions. While extension requests are reviewed against established guidelines, Fortray remains committed to supporting students by considering individual circumstances wherever reasonably possible.

Scope

This policy applies to all students enrolled in Fortray training programmes.

The policy applies to requests made during or following the active enrolment period, subject to eligibility requirements, programme availability, and any applicable third-party provider restrictions.

1. Definitions

• Extension Request: A formal request submitted by a student seeking additional access to their learning programme beyond the original enrolment period.
• Student Support Team: The primary point of contact responsible for assisting students throughout their learning journey and managing extension requests.
• Customer Care Team: A specialist team responsible for reviewing complex, exceptional, escalated, or disputed extension requests.
• Course Progress: The percentage of course content completed by a student at the time an extension request is made.
• Licence Renewal: Where an extension is unavailable, a student may be required to purchase renewed course access or a new learning licence in accordance with programme provider requirements.

2. Privacy Statement

• Information Sharing: Information submitted as part of an extension request will only be shared with individuals directly involved in assessing, processing, or reviewing the request.
• Data Retention: All information relating to extension requests will be stored and retained in accordance with Fortray Global Services Limited's Data Protection and Retention Policies.
• Welfare and Safety: Where information provided raises concerns regarding the welfare or safety of the student or others, Fortray may share relevant information with appropriate parties where necessary, lawful, and proportionate to do so.

3. Requesting an Extension

• Initial Contact: Students should contact the Student Support Team as soon as they become aware that they may be unable to complete their studies within their enrolment period.
• Submission of Request: Students may be required to provide:
  • Details of the reason for the extension request.
  • Current course progress.
  • Details of any outstanding learning activities.
  • Supporting documentation where applicable.
  • Confirmation that all outstanding payments are up to date.
  Fortray reserves the right to request additional information, documentation, or evidence before reaching a decision on any extension request.
• Review Process: Upon receipt of a request, the Student Support Team will aim to review the application and provide an outcome within 24-48 working hours. Where further information, provider consultation, licensing checks, or management review is required, this timescale may be extended. Requests requiring additional consideration may be escalated to the Student Support Team Lead or Customer Care Team for review.
• Outcome: Students will be informed in writing of:
  • Whether the extension request has been approved.
  • The duration of any approved extension.
  • Any applicable extension fees.
  • Any conditions associated with the extension.
  • Alternative options where an extension cannot be granted.

4. Extension Eligibility, Duration and Fees

Extension requests are assessed individually based on a student's course progress, engagement, programme requirements, and ability to complete the remaining learning within a reasonable timeframe.

When reviewing an extension request, Fortray may consider:

• Current course progress and completion percentage.
• Previous engagement with the programme.
• Time remaining to complete outstanding learning activities.
• The student's likelihood of successful completion during the requested extension period.
• Any supporting evidence provided.
• Programme availability and licensing requirements.
• Compliance with payment obligations.
• Compliance with the Student Terms & Conditions.
• Any applicable third-party provider restrictions.

Extension Outcomes

Following review of the student's circumstances and course progress, Fortray may:

• Approve an extension for an appropriate period.
• Offer a shorter extension where this is considered sufficient.
• Recommend an alternative solution where an extension is not suitable or available.
• Require the purchase of renewed course access or a new learning licence where required by programme or provider restrictions.
• Decline the request where eligibility requirements have not been met.

The duration of any approved extension will be determined on a case-by-case basis and will be confirmed to the student in writing.

Extension Fees

Where an extension is approved, an extension fee starting from £150 per month may apply, subject to programme requirements, licensing arrangements, and third-party provider costs.

The total cost of an extension may depend on:

• The duration of the approved extension.
• Programme-specific requirements.
• Applicable licensing or platform access costs.
• Supplier restrictions.
• Laboratory, exam platform, or learning provider fees.

Students will be notified of all applicable costs before an extension is processed.

5. Exceptional Circumstances

Fortray understands that every student's situation is unique.

While extension requests are assessed against the guidelines set out in this policy, exceptional circumstances may be considered on a case-by-case basis and may require management approval.

Examples may include:

• Serious illness.
• Hospitalisation.
• Bereavement.
• Family emergencies.
• Military deployment.
• Other significant circumstances that are beyond the student's reasonable control.

Where appropriate, alternative solutions may be offered to help students successfully complete their studies. Supporting evidence may be requested where reasonably necessary.

6. Expired Courses and Returning Students

Fortray seeks to support students wherever reasonably possible and recognises that learners may return after periods of inactivity.

Where a course has already expired:

• Requests will be assessed individually.
• Previous engagement and course progress will be reviewed.
• Available extension and renewal options will be discussed.
• Any provider, licensing, or platform restrictions will be considered.
• Wherever feasible, an appropriate solution will be explored before a request is declined.

Approval of an extension cannot be guaranteed and remains subject to programme availability, licensing arrangements, provider requirements, and business discretion.

7. Eligibility Requirements

For an extension request to be considered, the following criteria would normally be expected to be met:

• The student has demonstrated genuine engagement with their programme.
• The student has complied with the Student Terms & Conditions.
• Any agreed payment plans are up to date.
• The request is supported by reasonable evidence where applicable.
• The programme remains eligible for extension under provider requirements.
• The student is considered reasonably capable of completing the remaining learning within the extension period requested.

Meeting these criteria does not guarantee approval of an extension.

8. Non-Qualifying Reasons

Extensions will not normally be granted solely due to:

• Lack of engagement with the programme.
• Failure to allocate sufficient study time.
• Work commitments.
• Holidays or travel.
• House moves.
• General personal scheduling issues.
• Failure to access learning materials during the enrolment period.

However, Fortray reserves the right to exercise discretion where mitigating or exceptional circumstances exist.

9. Appeals and Final Decisions

Extension requests are assessed using the information available at the time of review.

Where a student believes relevant information has not been considered, they may submit additional information and request a further review.

Any review will be conducted by an appropriate member of staff not directly involved in the original decision where reasonably practicable.

The outcome of any review shall be considered final.

10. Right of Discretion

The extension periods, fees, and eligibility criteria outlined in this policy serve as operational guidelines and do not create an automatic entitlement to an extension.

Fortray Global Services Limited reserves the right to:

• Approve or decline extension requests.
• Offer alternative solutions where appropriate.
• Apply discretion in exceptional circumstances.
• Amend extension fees, eligibility requirements, and extension durations.
• Consider business, provider, supplier, licensing, and regulatory requirements when making decisions.

Each request will be assessed individually based on the circumstances presented.

11. Policy Review

This policy will be reviewed periodically and may be amended at the discretion of Fortray Global Services Limited to reflect changes in operational requirements, student needs, legal obligations, business practices, supplier arrangements, or licensing requirements.

The most current version of this policy will be made available to students through the appropriate communication channels.