Our Training Academy Policies:

Last updated: October 17, 2020

  1. A refund and / or cancellation will be honored if at least 72 hours notice is provided.  A $30 administration fee applies.  The academy reserves the right to refuse any refund request if it is less than 72 hours, or if the participant has / had / was (late, no blended done, “no show” (no notice of an absence), going to wrong venue address, etc.).
  2. A refund will not be honored if they have already progressed to chapter 12: Standard first aid and CPR level C.
  3. A refund will not be honored if participant has previously cancelled and / or postponed a class for any reason.
  4. Any premium support toll charges must be paid in full when arriving for their first aid class.  If a premium support toll charge is accumulated after their first aid course, the balance must be paid in full prior to the academy issuing their training completion number (TCN).
  5. All participants have up to 6 months from the date of registration to successfully complete the security guard program and to utilize any of our support and services.  The training is considered as expired after 6 months and another registration fee needs to be paid to re-activate the training and/or services.
  6. A “no show,” or absence with insufficient notice of the in-class first aid course will result in an immediate freeze for the on-line security guard training.  The student’s account will be on hold pending a $65 re-booking fee.
  7. Any no show charges not cleared within 14 calendar days can result in the cancellation of their security guard training with no refund provided.
  8. Anyone can be denied entry or ejected during the course for behaviour which is determined to be boisterous, disruptive to the class, disrespectful, rude, and / or hostile.  This includes (but not limited to) disrupting the classroom for whatever reason, swearing, cursing, constant arguing, intimidation, berating, pressuring staff, poor manners, not following pandemic rules as outlined by The Canadian Red Cross and Municipal / Provincial / Federal Governments, not paying attention to on site staff, intimidation, failure to listen to staff, ultimatums, sleeping during the course, refusal to learn, poor effort to learn, excessive chatting that disrupts the class or the student’s learning experience, excessive breaks / lunches not in accordance to the training break and meal standards, and refusal to follow instructor and academy directives, etc.  This policy includes in class, over the phone, or via email.  This includes all staff, subcontractors, instructors who we are related to, and participants inside the classroom.  We all have the responsibility to treat everyone with RESPECT. No refund shall apply if this policy is exercised.
  9. A refund or cancellation will not get honored for any participant not following protocols of our academy, as well as any legislation by The Ministry of Private Security and Investigative Services Act and Branch of Ontario, Municipal, Provincial, and Federal Governments.
  10. All reported absences must be done either via e-mail or voicemail via telephone.  There must be a record of the student informing the academy of an impending absence.  A missed call will not count. You must leave a voicemail if no one answers or send us an e-mail using the support ticket web page.
  11. Please note that all our calls are recorded for quality assurance, training, and verification purposes.
  12. Failure to complete the on-line component of any blended class is not an excuse to cancel or postpone a course.  It is the participant’s responsibility to ensure that they allow enough time to complete their on-line learning.  On average, it takes 4 hours to fully complete it.  Failure to complete any online blended component will result in a denial of entry at the door of your in class component.  A $65.00 re-booking fee will apply in such case.
  13. If a participant has not received their blended online course materials for whatever reason, it is the participant’s responsibility to notify the academy so the academy can send it.  Blended online materials are manually sent by our subcontractor The Academy for First Aid and Safety. Due to the volume of participants they register, it is understood that some may have been missed, or got lost in junk or the inbox.
  14. The blended online component of emergency first aid and CPR must be done no later than 24 hours prior to the course date and time.  This ensures that the participant has sufficient time to complete the blended online component, and to ensure technical support should it arise.  Failure to complete the blended online component 24 hours prior to the class can lead to denial of entry at the door and/or rebooking fees.  We do not provide technical support after hours on the eve of a class, and the participant is ultimately responsible for completing the blended online component if the 24 hour window is missed.

    Example 1: Sarah registered for emergency first aid and CPR level C on December 3 for class on December 7 at 10:00am.  She does not start the online component until 11:00pm on December 6.  Sarah realizes that she has issues with logging in (i.e. has no email, no invitation link, getting an error code) and contacts the academy, only to get the voicemail, which does not get read until the next business day.  Sarah is denied entry at the door due to no blended done.  Sarah is upset because no one answered her call.  In the end, Sarah needs to rebook the class and pay another fee of $65.00 because she waited last minute, well past the 24 hour deadline.  It would not be fair to expect the academy to answer calls and / or emails at 11:00pm because everyone is off duty, sleeping.

    Example 2: Josh registers for Emergency first aid and CPR on April 7 for a class on April 20.  Josh does not log in and start his blended online learning until 11:00pm on April 19.  He realizes that he does not have a log in.  Josh calls the academy, only for no one to answer his call. Josh requests to postpone his course because he cannot start his course.  The end result is Josh being charged another course fee at 80% due to the missed class because Josh waited past the 24 hour window.  It would not be fair to expect the academy to answer calls and / or emails at 11:00pm because everyone is off duty, sleeping.

  15. Toronto GTA Security Training will not be held responsible for any cancellations due to any unforeseen circumstances, such as (but not limited to) forced majure, and any pandemic which unexpectedly closes it facility.
  16. In the event of a missed class due to a communicable illness, the participant must show proof of a negative Covid-19 test prior to coming to the class.  This is to ensure the safety of all participants at the classroom is not comprised.  Proof is either an original document, or online Covid-19 test results online via cell phone.
  17. 100% class attendance is required in order to receive your first aid certification.  The door closes 30 minutes after the start time, or if the course progresses past Chapter 1 or beyond.  No refunds will be issued if this occurs, and a rebooking fee shall apply.
  18.  
  19. Cancellations, re-bookings, and / or refunds for participants who do not wish to attend a class due to Covid-19 concerns are permitted only if an act or law legally prohibits our academy from operating (municipal, provincial, federal).
  20. All job placements are on hold due to the pandemic. We are experiencing mass layoffs and our partners have experienced an 80% drop in employment placements.  This hold will be in effect until further notice.
  21. Inclement weather: Our academy follows the public school cancellation protocol: To determine whether or not our class is cancelled due to inclement weather, please visit the school board of the region where our academy resides. If such schools in the affected region close or remain open (ignoring bus cancellations), we follow their protocol.
  22. Participants are held financially responsible for any damage caused by misuse and lack of care for all provided first aid and CPR equipment.  Should a participant damage equipment provided during training, the participant will be required to reimburse the training provider to purchase a replacement.  This includes (but not limited to): Damaging CPR mannequins by not handling with care (i.e. slamming them on the ground, damaging the electrical circuit of the sensors), forcibly jamming training equipment with excessive force, vandalism to equipment, furnishings, fixtures, and common elements of the facility, breakage of glass or plastics.

  23. Cancellations due to instructor illness and / or emergency: In the event that a class is cancelled, the registrant agrees to hold all parties (Toronto GTA Security Training Academy and its subcontractors and staff) harmless of any type of recourse action.  We will make all attempts to find a substitute instructor.  If no substitute instructor is found, the class is cancelled and / or postponed to an alternative date.

Our company policies:

  • Refund and cancellation will honored if at least 48  hours notice is provided.  A $25 administration fee applies.  This is needed to re-advertise the seat as vacant, which costs our academy money to do so.  The academy reserves the right to refuse any refund request if it is less than 48 hours.

  • Refund will not be honored if participant has already cancelled and/or postponed a confirmed date prior, or if a “no show” or insufficient notice of a cancellation has been provided.

  • In the event of a student being denied entry due to a late arrival or course, the student will be placed on a standby list for the next available course.  If space is available the day before the class, the academy will notify the student to attend.  The student will have the choice of accepting or choosing another date.  Please note that late students who are denied entry cannot re-book on  Saturday due to the limited space available.  If the student is re-booked and is late or absent for the re-booking course, no refund will be granted and the student will have to pay the full fare of a first aid course again in order to obtain certification.

  • Anyone can be denied entry or ejected during the course for behaviour which is determined to be boisterous, rude, and / or hostile.  This includes (but not limited to) disrupting the classroom for whatever reason, swearing, cursing, excessive arguing, intimidation, poor manners, sleeping during the course, refusal to learn, poor effort to learn, excessive chatting that disrupts the class or the student’s learning experience, excessive breaks / lunches not in accordance to the training break and meal standards, and refusal to follow instructor directives, etc.

  • We reserve the right to refuse to re-book or refund a student due to a “no show.” A no-show is an absence without any notice to the academy.

  • There is no acceptable excuse for a “no show” regardless of the nature of the absence.  All students are required to communicate with the academy for any impending absences. We can be reached by telephone (student must leave a voicemail if no one answers), or e-mail.

  • All reported absences must be done either via e-mail or voicemail via telephone.  There must be a record of the student informing the academy of an impending absence.  A missed call will not count. You must leave a voicemail if no one answers, or send us an e-mail.

  • If inclement weather occurs on the date of the course, it is the student’s responsibility to plan accordingly.  Weather can affect traffic, bus route schedules, etc It is the student’s responsibility to plan accordingly as we all are required to do during the winter months.

  • Refunds must be requested at least 48 hours prior to your course. This allows our academy to adequately re-advertise the vacant seat to someone else.

  • Refund requests must be done via e-mail only in order to properly record the time and date of the request.

  • Please note that all of our calls are recorded for quality assurance, training, and verification purposes.  We record all call logs, recordings, and voicemails on our communications server.  In the event of a dispute from a student who claims to call and left a voicemail, we have the ability to verify if a call was made or not, and access the audio recording.
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