It is the responsibility of the institution to ensure checks have been made to substantiate customer claims before refunding. Written authorisation from Head of Institution or delegated authority should be received and retained for audit purposes.
Institutions may charge an administration fee to the customer if the University is not at fault. The fee can be deducted from the refunded value if the customer was made aware of the possibility of the fee prior to the initial payment.
Latest version 17 April 2024