Refunds, Complaints and Counseling Support
Welcome! At American Group International (AGI), we are committed to providing a safe, supportive, and high-quality experience for every student and client. These policies are designed to help you understand how we handle enrollment, refunds, complaints, and counseling support. Our goal is to make your experience with us clear, fair, and positive.
These policies apply to all divisions of AGI, including:
- AGI Learning Pods – Small group learning programs.
- iHeart Therapeutic Services – Counseling and social-emotional support
- Anglia Morocco – English language programs and testing
- Anglia Examinations – Ofqual-regulated exams and certifications
- American Group USA – International programs and partnerships
Whether you are a parent, student, or client, we want you to feel confident that your concerns will be heard, your questions answered, and your child’s well-being is our priority.
Refund Policy
At AGI, we strive to provide excellent programs and services. The following refund policy applies to all programs and services across all divisions.
Registration & Enrollment Fees All registration and enrollment fees are non-refundable, as they secure placement and cover administrative costs.
Tuition & Program Fees Refund requests must be submitted in writing and are processed as follows:
- Before the program start date: Up to 80% refund (excluding registration fees)
- Within the first 7 days of the program: Up to 50% refund
- After 7 days: No refunds will be issued
Short Courses, Workshops & Testing No refunds will be issued for:
- Completed sessions
- Missed classes
- Examination fees once scheduled
Rescheduling may be offered at the discretion of administration.
Special Programs & Partner Services Refund policies may vary depending on partner institutions or third-party providers. All third-party fees are non-refundable.
Exceptional Circumstances Partial refunds or credits may be considered in cases such as:
- Documented medical emergencies
- Relocation or unavoidable circumstances
All requests are reviewed individually.
Refund Processing Approved refunds are processed within 14–30 business days and issued via the original payment method where possible.
Complaints Policy
We value your feedback and are committed to resolving concerns fairly, respectfully, and efficiently.
How to Submit a Complaint Complaints must be submitted in writing and include:
- Full name
- Program or service involved
- Description of the issue
- Supporting documentation (if applicable)
Complaints may be submitted via email, official communication channels, or in person at administration which should be in writing when reported.
Complaint Process
- Acknowledgment: Within 2–3 business days
- Review: Investigation by the appropriate department
- Response: Within 7–10 business days
Escalation If a complaint is not resolved, it may be escalated to senior management. A final decision will be issued within an additional 7 business days.
Confidentiality All complaints are handled confidentially and shared only with relevant parties involved in the resolution.
Fair Treatment No student, parent, or staff member will face retaliation for submitting a complaint. We are committed to maintaining a safe and respectful environment.
Counseling & Therapeutic Disclaimer
At AGI, we care about the emotional and social well-being of our students. Therapeutic Services may provide counseling support to students and families to help with general guidance, academic success, and personal growth.
Nature of Services
- All guidance provided by the school counselor is advisory in nature only.
- The school counselor is not a medical doctor and does not provide medical diagnoses, treatment, or clinical therapy.
These services are intended to support:
- Student well-being
- Academic success
- Social and emotional development
Referral to External Professionals
- If needed, the school counselor may recommend that a student or client seek support from a licensed professional, such as a psychologist, psychiatrist, or medical doctor.
- Responsibility for seeking external care remains with the student and/or parent or guardian.
Limitation of Liability
- AGI and its divisions are not responsible for outcomes resulting from decisions made based on counseling advice.
- School-based counseling services do not replace professional medical or mental health care.
Regards,AGI