MAPLESTC: Frequently Asked Questions

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How do I request a refund or withdraw from a course?

Students must submit a Withdrawal Notification Form via email to management@maplestc.com or call (+84) 899 16 6156. The request should include your full name, registered ID/passport, program details, and the reason for withdrawal.
The information can be accessed here: View more!

How long will it take to receive a response to my refund request?

Our admissions team will review your request and respond within three (3) working days.
The information can be accessed here: View more!

Can I request a refund after the course has started?

Yes, but only within two weeks of the start date, or in exceptional cases with valid supporting documentation.
The information can be accessed here: View more!

What are some examples of student malpractice?

1. Plagiarism (submitting someone else’s work as your own).
2. Collusion (working with others on individual assignments).
3. Using unauthorized materials during assessments.
4. Impersonation (someone else completing your course/exam).
5. Falsifying coursework or assessment evidence.
The information can be accessed here: View more!

What are some examples of staff malpractice?

1. Assisting students in cheating.
2. Altering student records or grades without authorization.
3. Breaching confidentiality of assessment materials.
The information can be accessed here: View more!

How can I report suspected malpractice?

You can report malpractice by sending details via email to management@maplestc.com or calling (+84) 899 166 156. Reports should include the name(s) involved, incident details, and any evidence. All reports are handled confidentially.

What personal data does Maple STC collect and how is my personal data used?

We collect information such as your full name, contact details, date of birth, nationality, ID documents, academic history, enrollment details, payment information, and communications with Maple STC staff or instructors.
Your data is used to process admissions, provide access to Maple Eduverse, support your studies, monitor academic progress, manage payments, issue certificates, and improve services.
The information can be accessed here: View more!

Will Maple STC share my data with third parties?

We never sell your data. It may only be shared with:
1. Awarding bodies (e.g., ABE) for registration and certification.
2. Authorized coordinators or instructors for learning support.
3. Technology providers for platform functionality (under secure agreements).
4. Government authorities if legally required.
The information can be accessed here: View more!

How does Maple STC keep my data secure?

1. All data is stored in encrypted systems.
2. Access is restricted to authorized personnel only.
3. Security practices are regularly reviewed to prevent unauthorized access, loss, or misuse.
The information can be accessed here: View more!

What counts as a conflict of interest?

This is the most common question because both staff and students need clarity on what specific situations qualify. People often want to know if their personal, financial, or professional relationships could be seen as conflicts (e.g., grading a relative’s work, offering private tutoring, or receiving gifts).
The information can be accessed here: View more!

How do I declare or report a conflict of interest?

Once someone suspects a conflict, the next most urgent question is how to properly declare it. The policy specifies that staff, contractors, partners, and students must report potential conflicts immediately via email - management@maplestc.com.
The information can be accessed here: View more!

What types of issues can I raise a complaint about?

You may submit complaints about:
1. Course content or delivery.
2. Technical problems with the learning platform.
3. Delayed communication or lack of support.
4. Behaviour of a coordinator or tutor.
5. Administrative errors (e.g., billing, payment, or invoicing).
6. Concerns such as bullying, discrimination, inappropriate language, or recurring problems like tutors being consistently late.
The information can be accessed here: View more!

Will my complaint remain confidential?

Yes. All complaints are handled confidentially, and students will not be treated unfairly for raising a complaint in good faith.
The information can be accessed here: View more!

How can I submit a complaint?

Complaints should be submitted in writing with your full name, course or program name, and a clear description of the issue.You can send your complaint by:
- Email: management@maplestc.com
- Phone: (+84) 899166156
The information can be accessed here: View more!

What does “attendance” mean in an online, self-paced program?

At Maple STC, attendance means active engagement with the learning platform — logging in, accessing course materials, completing assignments, and interacting with lessons — rather than being physically present.
The information can be accessed here: View more!

How is my progress monitored?

The system tracks your login activity, module completion, and assignment submissions. If you are inactive for more than 14 consecutive days, your coordinator may contact you to provide support.
The information can be accessed here: View more!

What happens if I don’t complete assignments on time?

While the program is flexible, you are expected to complete assessments by the suggested deadlines in the course outline. Consistent delays may affect your course completion status.
The information can be accessed here: View more!

What if I’m inactive for a long period?

Prolonged inactivity of 30+ days without communication may result in temporary account suspension or even withdrawal from the course.
The information can be accessed here: View more!

Who should I contact if I face difficulties keeping up?

You can reach out to your assigned coordinator or
- Email: management@maplestc.com
- Phone: (+84) 899166156

What kinds of decisions can I appeal?

You may appeal:
1. Assessment or grading decisions.
2. Academic progression or qualification outcomes.
3. Disciplinary actions or penalties.
4. Outcomes of formal complaints.
5. Withdrawal or dismissal decisions.
The information can be accessed here: View more!

How do I submit an appeal?

- Appeals must be submitted in writing within 5 working days of receiving the original decision.
- Include your full name, program, a copy of the decision, your grounds for appeal, and supporting evidence.
- Send your appeal to management@maplestc.com
- (Phone support at (+84) 89 9166 156 is available for guidance, but a written appeal is required.)

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