Fees, Payment and Refund Policy

This Policy explains how fees are charged, paid and refunded at Granjo Institute of Management (Proprietary) Limited (BW00002781374) and Granjo Holdings (Proprietary) Limited (BW00000125897), trading as Granjo Trainers and Consultants (together, "Granjo", "we", "us").

Granjo is registered and accredited by the Botswana Qualifications Authority (BQA) as a Higher Education Training Provider, recognised by the Human Resource Development Council (HRDC), and is an approved learning partner of external professional and examining bodies. This Policy follows BQA requirements for Education and Training Providers.

Students – anyone enrolling on a Granjo programme at the Gaborone, Francistown or Artesia campus, or online.

Sponsors – parents, guardians, employers or other organisations paying fees for a student.

Corporate clients – companies, government bodies and other organisations buying training, short courses, workshops, research, advisory or consultancy services from Granjo.

All modes of study: this Policy applies equally to full-time, part-time, evening, weekend, block-release, online, blended and distance learning, at any campus, and to in-house and public corporate training. The same fee, payment and refund rules apply whatever the mode of study.

By enrolling, signing a sponsorship letter, issuing a purchase order or accepting a quotation, you agree to this Policy.

We will tell you in advance exactly what you are paying for, how to pay, and when and how you can get money back. We will receipt every payment, treat refund requests fairly and on time, and keep your information confidential.

Each programme has a published fee schedule, given to you before you enrol. It shows separately:

Registration fee – secures your place and covers application processing. Non-refundable.

Tuition fee – classes, lecturer support and access to our online learning platform (Moodle).

Material fee – study manuals, handouts and other learning materials.

Assessment fee – internal assessments, moderation and certification.

Third-party fees – registration, subscription and examination fees charged by external professional or examining bodies. These are set by the external body, are not Granjo fees, and are paid to that body directly where possible.

All fees are in Botswana Pula (BWP) and include VAT where VAT applies. If you pay from outside Botswana, you are responsible for bank and exchange charges, and your account is credited with the Pula amount we actually receive.

Fees may be reviewed once a year. New fees apply to new intakes only and are published at least 30 days before the intake. Your fees will not increase during the period of study you have already enrolled and paid for.

Repeat / retake fee – to repeat a subject or module.

Resit / supplementary fee – to redo a failed or missed assessment.

Extension fee – for studying beyond the normal duration of the programme.

Administrative fees – late registration, replacement or re-issue of certificates and transcripts, confirmation and reference letters, and courier of documents.

These fees are shown on the fee schedule and charged only when they apply.

Students are responsible for registering with any external professional or examining body, meeting its exam entry deadlines and paying its fees. Granjo is not liable for missed external deadlines, changes to external fees or rules, or the outcome of external examinations.

Corporate training is priced by written quotation. The quotation states the price, number of delegates, dates, venue, materials and any travel or accommodation costs.

A booking is confirmed when we receive a signed acceptance, purchase order or deposit, as stated on the quotation.

An invoice is issued on confirmation. Unless the quotation or contract says otherwise, payment is due within 30 days of the invoice date, and in any case before certificates are released.

Where an organisation intends to claim from HRDC, it is responsible for its own claim. We provide the invoice, receipt, attendance register and certificates needed to support it.

Notice must be given in writing. Charges are based on the date we receive the notice:

A postponed booking must take place within 6 months of the original date, or the amount paid is forfeited.

A delegate who cannot attend may be replaced by another delegate from the same organisation at no extra cost.

Costs already paid to third parties for your training (e.g. venue, travel, external materials) are charged in addition where they cannot be recovered.

Research, advisory and consultancy work (including studies, surveys, needs assessments, organisational reviews, policy development, training needs analyses and other professional services) is carried out under a signed proposal, engagement letter or contract setting out the scope, deliverables, timelines, fees and payment milestones. Where that document differs from this Policy, the document prevails.

Unless otherwise agreed in writing, fees are payable as follows:

50% deposit on acceptance of the proposal or engagement letter, before work begins; and

the balance on delivery of the final report or deliverables, or according to the agreed milestones.

Disbursements such as travel, accommodation, data collection, field work, printing and third-party fees are charged in addition at cost, unless included in the quoted fee.

Work requested outside the agreed scope is a variation. It will be quoted separately and carried out only after written approval.

Draft reports are issued for review. The client has 14 days to submit comments; after that, or once the agreed review round is complete, the deliverable is deemed accepted.

Final reports and deliverables are released only once all fees due have been paid. Ownership of, and the right to use, the deliverables passes to the client on full payment. Granjo keeps ownership of its own methods, tools, templates and pre-existing materials.

Granjo keeps client information confidential and uses it only for the engagement, except where disclosure is required by law.

The client may cancel an engagement by written notice. On cancellation:

before work has started, the deposit is refunded less 25% for planning and preparation costs;

after work has started, no refund is given. The client pays for all work done up to the date of the notice, at the agreed rates or pro rata to the fee, plus any costs already incurred or committed; and

after a draft or final deliverable has been issued, the full fee is payable.

If the client delays the work, fails to provide information, access or approvals, or does not pay a milestone on time, Granjo may suspend the work. Timelines are extended accordingly, and remobilisation costs may be charged.

Fees may be paid only in one of these two ways:

Bank transfer or bank deposit into the Granjo Holdings business account at First National Bank Botswana (FNB), Gaborone Industrial branch (details below); or

Online payment gateway – by card or other method, using only a secure payment link issued by Granjo on your invoice or sent from Granjo's official WhatsApp or email.

Gateway charges: any transaction or processing charges for gateway payments are borne by the payer and are not refundable.

Card disputes / chargebacks: payment disputes must first be raised with Granjo under section 12. A chargeback raised with your bank without doing so is treated as non-payment: access is suspended, results are withheld, and the amount plus any charges becomes payable.

Reference: students must use their full name; companies must use the invoice number.

Proof of payment: send it on WhatsApp +267 73 74 2715 or to office@granjogroup.com so that we can issue your receipt.

No cash and no card machines are used at any campus. Do not hand money to any staff member.

Only payments into this account or through a Granjo-issued payment link are recognised. Management will not recognise any payment made in cash, to a staff member, or by any other method, link or account. A bank confirmation letter for this account is available on request.

Fraud warning: Granjo will never ask you to pay into a personal account or a new account by phone, WhatsApp or email. If you receive such a request, do not pay. Confirm first by calling +267 73 74 2715, or verify independently with Admissions (academics@granjogroup.com) or the Francistown campus (+267 76 33 3734).

We issue an official receipt for every payment within 2 business days of the funds reflecting in our account. Keep your receipts and bank proof of payment – they are required for HRDC levy claims and any refund or dispute.

Full payment – all fees paid before the programme starts.

Instalments – available only where requested on the Granjo payment plan form and approved by the Finance Office. The first instalment must be paid before the course starts, and all fees must be paid before final examinations.

Standard instalment plans (for a 3-month programme; longer programmes follow the plan on the fee statement):

Sponsored students – a signed sponsorship letter or purchase order must be submitted before registration. If the sponsor does not pay, the student remains responsible for the fees.

Full fee commitment – once enrolled, you are bound to pay the full agreed fees. Instalments only make payment easier; they do not reduce the total owed. Any amount due at the date of withdrawal must still be paid.

Excess payments – any amount paid above what is due is held as credit towards your next term or module, unless you ask for it to be refunded.

Invoices are due on receipt unless an approved instalment plan applies. Registration is confirmed only once the first payment reflects in Granjo's account.

Reminders are sent at 7 and 14 days overdue.

After 14 days overdue, access to classes and Moodle may be suspended until the account is brought up to date.

Students with outstanding fees may not sit final examinations. Results, transcripts and certificates are released only once the account is fully paid. For corporate clients, certificates are released once the invoice is paid.

After 30 days overdue, the enrolment or contract may be cancelled and the debt referred for collection or legal recovery. Reasonable collection and legal costs will be added to the amount owed.

After written notice, unpaid accounts more than 90 days overdue may be reported to a registered credit bureau. By enrolling or accepting a quotation, you consent to this.

If you are struggling to pay, contact us before the due date. We will consider a revised payment plan, agreed in writing.

All admission offers are subject to the minimum number of students needed to start the course. If we cancel a programme before it starts, you may choose a place on the next intake or a full refund of everything you have paid, including the registration fee.

If Granjo delays the start of a course by more than 4 weeks from the advertised date, you may choose to wait for the new date, transfer to another course or intake, or receive a full refund.

If you do not meet the entry requirements for the programme and we cannot offer you a place, all fees paid are refunded in full.

Granjo may, for reasons such as low student numbers, lecturer availability, public health measures or other events beyond its control, move classes online, combine classes, or change the campus, timetable or lecturer. The course content and assessment remain the same, and such changes are not grounds for a refund or fee reduction.

You must withdraw in writing. The withdrawal date is the date we receive your notice. Simply stopping attendance is not a withdrawal. A student who stops attending without written agreement from Granjo remains liable for the full fee for the term or programme. Non-attendance does not make fees unpayable unless Granjo cancelled the course.

Once a student is admitted, Granjo allocates a place and commits resources to that student, including lecturer and class allocation, system and Moodle setup, learning materials and programme planning. For this reason refunds are strictly limited as follows, for all modes of study:

The registration fee.

Third-party fees already paid over to the external body. These follow that body's own refund rules; Granjo cannot claim them back on your behalf.

Materials already issued to you, and assessment fees for assessments already taken.

You are suspended or expelled for misconduct.

You gave false, incomplete or fraudulent information or documents in your application or at any later stage.

A refund is not allowed by law or regulation.

In cases of serious illness, death in the immediate family, compulsory work transfer or other serious circumstances beyond your control, Granjo may allow fees paid to be transferred to a later intake or another course. A cash refund outside the table above is given only in rare cases, at Granjo's discretion, reasonably exercised. Your request must include supporting evidence – for medical grounds, written confirmation from a qualified and registered medical doctor; otherwise, e.g. a death certificate or employer letter. Granjo may decline a request that falls outside the refund table, giving written reasons; the student may appeal under section 12.

Where fees are transferred instead of refunded, the transfer is allowed once, to a course or intake starting within 6 months. If the new course costs more, the difference must be paid; if it costs less, the difference is held as credit and is not refunded.

Study break: a student who needs a break during a programme must get written approval from Granjo in advance. A break may not exceed 6 months from the end of the current term. Fees paid are carried forward; without approval, the full term fee remains payable.

If you do not start or return within the approved period, the transfer or break lapses, fees paid are forfeited, and you must re-apply as a new student.

A request to drop a paper, module or subject follows the same table as a withdrawal, applied to that subject's fee. Once the subject has started, no refund is given; the fee may only be transferred to the same subject in a later intake.

If you withdraw, any discount, bursary, early-payment rebate or Granjo scholarship falls away. Your refund or balance is worked out on the standard fee, and any shortfall is payable.

A student who withdraws or is removed and later wishes to return must re-register as a new student at the fees then applying.

For a student under 18, a parent or legal guardian must co-sign the application or enrolment form and is responsible for all fees under this Policy.

If a student dies, fees paid for any part of the course not yet delivered are refunded to the person who paid them or to the student's estate, on production of a death certificate.

To remain in good standing, students must:

Attend at least 90% of classes, including scheduled and guest lectures, and inform the lecturer in advance of any absence. For online, distance and self-paced students, attendance means logging in to Moodle regularly, attending live sessions where scheduled, and completing at least 90% of the required activities and assignments by their due dates.

Write all tests and assessments on time and, where the programme includes mock examinations, write all mocks and pass at least one.

Respect the rights of fellow students and lecturers.

Failure to meet these conditions may result in dismissal from the programme. Dismissal does not entitle the student to a refund, and any outstanding fees remain payable.

Refunds are paid only to the person or organisation that made the payment. Where a sponsor or employer paid, the refund goes to the sponsor unless the sponsor authorises otherwise in writing.

Refunds are never paid in cash or to an unrelated third party.

Overall, refunds are completed within 35 business days of receiving a complete request.

Verbal requests are not accepted. Incomplete or incorrect information will delay the refund.

We may ask for identification (Omang or passport for individuals; company registration documents for organisations) before enrolment, contract or refund.

Overpayments are refunded only to the bank account, card or payment account they came from, after the funds have cleared.

Unusual payments, such as large overpayments followed by refund requests or payments from unrelated parties, may be checked before any refund. As required by the Financial Intelligence Act, we report suspicious transactions to the Financial Intelligence Agency.

Your personal and payment information is used only to manage your enrolment, account and any HRDC or sponsor claims, and is handled in line with the Botswana Data Protection Act. We share it only with your sponsor, external examining bodies, regulators (BQA, HRDC) or where the law requires.

Raise any query about an invoice, statement or payment in writing within 14 days. We will respond within 10 business days.

If you disagree with a refund decision, you may appeal in writing to the Managing Director within 7 business days of the decision. A final response will be given within 14 business days.

If you are still not satisfied, you may refer the matter to the Botswana Qualifications Authority (BQA) in line with its complaints procedure.

If the matter is still unresolved, either party may take it to the courts of Botswana, including the Small Claims Court where the amount allows. Disputes must first go through Granjo's process above before any external referral.

This Policy and all fee agreements with Granjo are governed by the laws of the Republic of Botswana.

Granjo will apply and interpret this Policy fairly and reasonably. Accommodation, transport or other services provided by third parties follow their own terms.

This Policy is reviewed at least every three years, or sooner if required by BQA or the law. Changes are published on www.granjo.com and at our campuses before they take effect, and do not affect fees already agreed for your current period of study.