Terms & Conditions

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By using services disseminated by CoGrammar (UK) Ltd ("CoGrammar") you are bound to various terms & conditions, depending on the services you use. These terms are set out on this page, which sets for the following terms and conditions.

  • Terms of service - website usage
  • Terms of service - bootcamps

Terms of service - website usage


By accessing this website, you are agreeing to be bound by these web site Terms and Conditions of Use, all applicable laws and regulations, and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these terms, you are prohibited from using or accessing this site. The materials contained in this web site are protected by applicable copyright and trademark law.

Use License

  1. Permission is granted to temporarily download one copy of the materials (information or software) on CoGrammar's website for personal, non-commercial transitory viewing only. This is the grant of a license, not a transfer of title, and under this license you may not:
    1. modify or copy the materials;
    2. use the materials for any commercial purpose, or for any public display (commercial or non-commercial);
    3. attempt to decompile or reverse engineer any software contained on CoGrammar's website;
    4. remove any copyright or other proprietary notations from the materials; or
    5. transfer the materials to another person or "mirror" the materials on any other server.
  2. This license shall automatically terminate if you violate any of these restrictions and may be terminated by CoGrammar at any time. Upon termination of your viewing of these materials or upon the termination of this license, you must destroy any downloaded materials in your possession whether in electronic or printed format. Failing which, you will be held personally liable.


The materials on CoGrammar's website are provided "as is". CoGrammar makes no warranties, expressed or implied, and hereby disclaims and negates all other warranties, including without limitation, implied warranties or conditions of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other violation of rights. Further, CoGrammar does not warrant or make any representations concerning the accuracy, likely results, or reliability of the use of the materials on its Internet web site or otherwise relating to such materials or on any sites linked to this site.


In no event shall CoGrammar or its suppliers be liable for any damages (including, without limitation, damages for loss of data or profit, or due to business interruption) arising out of the use or inability to use the materials on CoGrammar's Internet site, even if CoGrammar or a CoGrammar authorized representative has been notified orally or in writing of the possibility of such damage. Because some jurisdictions do not allow limitations on implied warranties, or limitations of liability for consequential or incidental damages, these limitations may not apply to you.


CoGrammar has not reviewed all of the sites linked to its Internet web site and is not responsible for the contents of any such linked site. The inclusion of any link does not imply endorsement by CoGrammar of the site. Use of any such linked web site is at the user's own risk.

Site terms of use modifications

CoGrammar may revise these terms of use for its web site at any time without notice. By using this web site you are agreeing to be bound by the then current version of these Terms and Conditions of Use.

Governing law

Any claim relating to CoGrammar's website shall be governed by the laws of the Republic of South Africa without regard to its conflict of law provisions.

Site terms of use - termination

Interactions to be conducted by users of this any sites within the CoGrammar domain/ownership and its subsidiaries are to follow bone fide practices. Users who:

  • Provide misinformation
  • Provide fraudulent identification
  • Attempt unauthorized access to any part of the website and course systems
  • Conduct any criminal activity or malicious behaviours

Will have any and all services provided by CoGrammar and its subsidiaries terminated with the user immediately and indefinitely.

Terms of service - bootcamps

CoGrammar offers online and on-site bootcamps, which each have different Terms of Services. By becoming a Student with us - defined as someone who has processed payment to start an online Bootcamp with us - and for the duration of your Bootcamp with us, you are bound by the relevant Terms and Conditions below depending on whether your bootcamp is on-site or online. In addition, you are bound by all further clauses regarding payments, refunds, and disenrollment stated below regardless of whether you are an on-site or online Student.

Online bootcamps terms & conditions

By using any and all services disseminated by CoGrammar, you are bound to and agree to the following terms and conditions:

  • Unless otherwise specified under a limited-time promotion/campaign, CoGrammar does NOT guarantee you a job upon completion. However, as part of your bootcamp, you will have access to our ongoing career guidance and support services which include but are not limited to technical CV curation, portfolio amplifying, online career coaching from expert tech recruiters, mock interviews with our technical team, and an exclusive referral to our network of hiring partners.
  • Our Marketing team may from time to time use messages, quotes, or testimonials by currently enrolled or previously enrolled students in promoting CoGrammar bootcamps, and disseminate them through its marketing channels at any point.
  • Dropping out of the bootcamp - Our curriculum builds cumulatively with each subsequent module tying into the previous. Throughout the bootcamp we’re able to see who is lagging behind or might need more mentorship to ensure they keep up with the rest of the cohort. However, should you decide to not pursue your bootcamp or terminate your enrolment at any point for whatever reason, you will forfeit all your remaining mentor support and will not be eligible for any refund except as provided for under the current Refund Policy.
  • Pausing the bootcamp - Students on the full-time track are not allowed to pause or put their studies on hold once the cohort has started. Breaks may be allowed only under certain exceptional circumstances and these would be granted at the sole discretion of the Company. However, part-time students may take a break for up to a maximum of one (1) month on their bootcamp.
  • Refunds - Refunds are governed by our Refund Policy detailed in clause 3.3 below. All amounts qualifying for a refund are subject to a “Cancellation Fee” defined in clause 3.3 below.
  • Referrals - You may refer a friend, partner or family member and both of you will receive a 10% discount on the bootcamp price. This discount is only eligible to existing and or newly joining students, and on Upfront Payments for either the full-time or part-time track. To refer someone, please send an email to admissions@cogrammar.com with full details of your referral, once their registration has been confirmed and identity verified, you will receive a written approval of your discount with further instructions on how both of you will proceed with the payment.
  • Access to content - All students will gain access to a dedicated online dashboard and a personal student content folder. All full-time students and part-time students who have paid upfront will have access to an entire module of their content at a time. Part-time students who are on a monthly subscription plan will have their content staggered according to weekly schedules and monthly milestones.
  • Non-Payment - Monthly or installment payments are due on or before the 5th of each month to ensure access to the campus is not restricted. Failure to make payments or to provide sufficient notice of delayed payments could result in restricted content or delay in your graduation. Please contact your mentor or support advisor should you have any questions around non-payment once you have registered.
  • We are committed to conducting our business in accordance with these principles in order to ensure that the confidentiality of personal information is protected and maintained.

Payments, cancellations and refunds

Paid Subscriptions to enrol on a Bootcamp can be purchased either by: (1) paying a monthly subscription fee; or (2) making a prepayment that gives you access to CoGrammar support for a specific time period ("Pre-Paid Period"). If you have paid for a Pre-Paid Period, your enrolment will automatically terminate at the end of the Pre-Paid Period.

Unless your Paid Subscription has been purchased as a Pre-Paid Period, your payment will automatically renew at the end of the subscription period, unless you cancel your Paid Subscription through your subscription page before the end of the current subscription period. The cancellation will take effect the day after the last day of the current subscription period, and you will be downgraded to the Free Service.

Refund requests meeting all requirements will be processed by the CoGrammar Student Success team within forty-five (45) working days in line with the Refund Policy detailed in clause 3.3.2 below.

CoGrammar may change the price for the Paid Subscriptions or Pre-Paid Period (for periods not yet paid for) from time to time. Price changes for Paid Subscriptions will take effect at the start of the next subscription period following the date of the price change. Should CoGrammar adjust pricing, we endeavour to provide at least 7 days' notice to existing customers on recurring subscription prior to changes taking effect. If you do not agree with the price changes, you have the right to reject the change by unsubscribing from the CoGrammar support prior to the price change going into effect. Please therefore make sure you read any such notification of price changes carefully.

CoGrammar may change the price for the Paid Subscriptions or Pre-Paid Period (for periods not yet paid for) from time to time. Price changes for Paid Subscriptions will take effect at the start of the next subscription period following the date of the price change. Should CoGrammar adjust pricing, we endeavour to provide at least 7 days' notice to existing customers on recurring subscription prior to changes taking effect. If you do not agree with the price changes, you have the right to reject the change by unsubscribing from the CoGrammar support prior to the price change going into effect. Please therefore make sure you read any such notification of price changes carefully

Hyperion Dev Banking details used for all payments:

MetroBank UK
Account Name:
Sort Code:
Account Number:
Your name and surname

Refund policy


"Online Bootcamp Cancellation":
This refers to all cancellations by students, who are enrolled in our Online Bootcamp.
"Immersive Bootcamp Cancellation":
This refers to all cancellations by students, who are enrolled in our Immersive Bootcamp.
"Cancellation fee":
This is a compulsory, non-refundable fee amounting to 15% of the Tuition Fee for a Pre-Paid Period, that is subject to the terms as set out in the “Refund Table” below.
"Maximum Qualifying Refund Amount":
This is a percentage of the Tuition Fee for a Pre-Paid Period that qualifies to be refunded to the student, after a further deduction of the applicable Cancellation Fee, in respect of total fees paid.

Refund and cancellation:

Kindly take note that all refunds will be made within forty-five (45) working days from the date of withdrawal or cancellation and will be determined in the following manner:

Upon the date on which we receive notification of the student’s intention to withdraw or cancel their enrollment for the Bootcamp, the following steps for the refund process ensue.

Scenarios for refund:

  1. At any time before the commencement date of your Bootcamp, you may cancel your Bootcamp and receive an amount equivalent to the monies paid by you for the relevant Pre-Paid period less 15% cancellation fee.
  2. Once the Bootcamp has commenced on its scheduled date and the Student elects to cancel the Bootcamp, the week by week Refund Policy applies.
    • "Online Bootcamp cancellation" will be based on a 100% refund of the Tuition Fee paid for a Pre-Paid Period, subject to the deduction of a 15% cancellation fee.
    • "Immersive Bootcamp cancellation" will be based on a 100% refund of the Tuition Fee paid for a Pre-Paid Period, subject to the deduction of a 15% cancellation fee.
  3. Purchases made from REED.co.uk: If you have purchased a course from Reed.co.uk, you may cancel your purchase of the course from the platform within the period of 14 calendar days from the date on which the contract of purchase is concluded. This is called the "Reed Cancellation Period". Note that if you redeem your voucher during the Reed Cancellation Period, you expressly request us to begin providing the course materials and you acknowledge that you lose your right to cancel the purchase of the course and get any refund for it.

Additional rules for refund:

  1. The Company will attempt to remedy the cause of the “refund request” by means of conciliation and mediation before resorting to a final refund. This will be based on the legal terms and conditions as well as contractual obligations between the parties.
  2. In the event that a student's expected progression is less than 50% of the "Expected Progress" as shown on the student's dashboard. The partial refund amount will be 50% less than the "Maximum Possible Qualifying Refund," as stipulated in the "Refund Table". Kindly refer to the Disenrollment policy for further terms and conditions.
  3. Should you wish to request a refund please follow these steps:-
    • Select 'I have a finance query'
    • Then select 'I would like to request a a refund' when asked What specific query are you needing assistance with?
    • Click here to begin
  4. The refund is based on the last date of attendance alternatively, the date of cancellation or withdrawal, with reference drawn to the "Maximum Possible Qualifying Refund" in the "Refund Table".

Refund Table:

Online full-time bootcamp
Payment: Once Off payment
Bootcamp duration: 12 Weeks

Online part-time bootcamp
Payment: Once Off payment
Bootcamp duration: 24 Weeks

Week completed since the scheduled Bootcamp commencement date Maximum Possible Qualifying Refund as a % of Tuition Fee (subject to a further Cancellation Fee to the extent of 15% of the Tuition Fee)
1 60%
2 40%
3 25%
4 10%
After the 4th Week 0%

CoGrammar reserves its right to amend these amounts and/or percentages at any time, at their discretion. Students will be duly notified of any amendments thereto. Students are bound by the terms of this refund policy.

Certified Full Stack Web & Software Engineer Bootcamp

This bootcamp (also referred to as our "Immersive Bootcamp") represents our most advanced and comprehensive learning experience. This Immersive bootcamp teaches both software engineering and full stack web development principles to students over a 6-month period that combines online learning with up to 12 formal, personal check-ins. By signing up for this Immersive bootcamp, you agree to abide by all the terms and conditions for our on-site bootcamps, general terms and conditions, and our student codes of conduct.

This bootcamp is available for International students. By signing up for this bootcamp, you acknowledge and agree to the following:

  1. CoGrammar does not guarantee a 3-month internship to international students. The guaranteed 3-month internship is only available for students based in South Africa who meet the requirements to live and work legally in South Africa.
  2. International students will still have full access to other CoGrammar post-graduate career services, including further portfolio development and interview preparation.
  3. The SAQA accreditation for this Immersive Bootcamp is valid in South Africa, but may not be recognised in other countries or territories.
  4. International students taking this Immersive Bootcamp will have to attend all expected personal check-in sessions and other formal check-ins required to graduate. These personal check-ins may be attended remotely through agreed-upon internet communication technologies.

Disenrollment policy


This policy sets out the criteria that come into play that might lead to students facing disenrollment from their bootcamp. Please note that this is subject to change depending on programmes, especially fully funded scholarship programmes such as our Department for Education Bootcamps, and on fully funded programmes students may be disenrolled with less notice or via a stricter policy than outlined here.

What does disenrollment mean?

Disenrollment is when a student is removed from their bootcamp due to not adhering to our terms and conditions policies and the academic requirements outlined in the guide to graduation that the student will agree to when starting their bootcamp. Disenrollment does not mean that you will get your money back, we have a refund policy in place that will align with this policy and will determine if there is any refund payable.

What do you need to adhere to in order to avoid possible disenrollment?

We require that students abide by our Attendance, Progression, Grading, Plagiarism and Terms and Conditions policies so that they can make full use of our resources and facilities, get the most out of our courses, and be fully prepared to enter a professional programming environment.


So what does attendance entail?

Attendance is the time that you spend on-site or on our online platform to ensure that you're progressing on your bootcamp.

For online programmes, attendance entails being active on our education support platforms and the handing in of tasks on the student dashboard. Our platform automatically tracks this by capturing login times and sign-ins to online mentor calls, tutorial and work sessions. On-site attendance is taken by our lecturers and on-site mentors.

We recommend that you spend at least 8 to 10 hours a day on campus or online as a full time student and 4 to 5 hours as a part-time student. We do, however, understand that some students work faster than others and might not require as much attendance as is recommended. If this is the case then you and your mentor need to discuss this so that a note can be made on your student profile. Obviously, if you are behind then the recommended attendance will be what you as a student must adhere to. If you are not attending, and this shows in your progression rate, you might risk disenrollment from the bootcamp.

If a student falls within the following criteria, they are at risk of disenrollment:

  • Where an onsite student’s attendance falls below 80%, which will be checked on a monthly basis, or if they are absent without valid reason for a period of 3 consecutive days without communication regarding potential extenuating circumstances.

Study Times

On-site Online
Full-time Part-time Full-time Part-time
Required hours of study 10:00-16:00 Monday to Friday required attendance at our campus 17:00-19:00 Tuesdays to Thursdays required attendance at our campus Minimum 40 hours per week. Minimum 10 hours per week.
  • If a student is unwilling to resubmit a task that falls under the required 75% task grade, or if the student resubmits a task that scores under 75% or there was no attempt to apply any of the recommended changes in their resubmission.
  • If a student misses the pre-scheduled check in call with support regarding their upcoming installment payment or if an online student misses 2 or more scheduled calls with a mentor.

Our responsibility

Our Education Team will motivate and support you all the way but attendance is up to you - we can’t force you to attend.

Mentors will be checking in with their students on a weekly basis each Friday and should there be poor or no attendance for a week, take this up with the student. A note will also be made on your student file to ensure there is a record of this failure to attend. If there is poor attendance for a second week then the mentor will hand over the matter to Student Success where the Student Progression Associate (SPA) will reach out to the student to discuss the matter. In the case where a student has a sponsor, the sponsor will also be notified.

Should there be renewed commitment from the student (and sponsor where applicable), the SPA will hand back the matter to the Education Team, where the mentor will assess the student’s progression and assist in getting them back on track. The mentor will keep in contact with the SPA (and the sponsor where applicable) to ensure that the student stays on track for the duration of the bootcamp.

The student’s responsibility

The student should ensure that they adhere to the recommended attendance as is set out for their specific option and mode of study. In cases where attendance is not possible, the student (or the student’s sponsor) needs to discuss this with their allocated Mentor. In a case where a student is unable to attend and needs to pause their bootcamp, the necessary pause process needs to be followed.

This said, students should ensure that they check in with their mentor at least once a week and should indicate if they will not be attending or active on our education support platforms. Should a student fall behind in progression on the bootcamp, their mentor will be reaching out to them to determine why this is happening and intervention might be put in place to ensure that the student does not fall too far behind. If there is no activity or attendance for more than 2 weeks, then the student will be handed over to Student Success for further action.


What is the progression rate?

The progression rate looks at where a student needs to be in their bootcamp in order to graduate within the given time, and then where they actually are. For example, if a student should be on task 10 at a specific point in their bootcamp but they are only on task 5 then their progression rate will be 50%. If they were on task 10 in this example, their progression should be 100%. If they are on task 12 and should only be on task 10 then their progression will be on 120%.

The student’s responsibility

Once a student falls under 75% progression, the student will then be given 2 weeks to catch up on their bootcamp and get it above 75%. If they are not able to do so, the student will be handed over to Student Success for discussions around the continuation of studies.

Should a student reach the end date of their bootcamp without completion, they will have to make arrangements to extend this end date or risk disenrollment when their support runs out. It is thus vital to stay ahead with progression and work with one’s mentor to ensure progression is where it needs to be to complete the bootcamp before or on time.

With Pause requests, as a standard policy, we do not allow students to take a break or pause at any point throughout their bootcamp(s). However, we do understand that emergencies happen and that sometimes a student can be affected by special circumstances beyond control. A pause is therefore allowed under extenuating circumstances and the conditions listed our Pause Policy.

It is worthwhile to note that even if a pause is requested, it might not be approved. It is up to the student to ensure that they plan accordingly should they not be able to pause their bootcamp. Also note, even if a pause request is approved, it does not mean that payment arrangements will also be placed on hold - these will go ahead as agreed upon at the start of the bootcamps.


As noted in onboarding, grading is determined on a 16-point basis for each task submitted on a bootcamp. 16 points are distributed across the 4 areas of skill. Students must achieve a minimum of 75% for all tasks before they are able to move on to the next level of their bootcamp. These grades are assigned through a code review system. Students agree that this grading is the final authoritative record of their grading, and no other information may be used to substitute our grading records.

Our responsibility

We will make sure that our students receive value adding and actionable feedback on their tasks within the agreed upon turnaround times.

The student’s responsibility

Our students need to make sure they are trying their best to achieve 75% or above for all tasks. If by the third time they are still not able to complete a task on the required standard or if they have made no attempt to correct the pointed out errors that were highlighted by the code reviewer or mentor, they shall be handed over to Student Success for discussion around continuation of their bootcamp.


It is vital that all students (and their sponsors) read through the plagiarism policy to make sure that they understand what constitutes plagiarism at HyperionDev.

Our responsibility

As a proud academic institution, we take plagiarism very seriously.

If a reviewer suspects that there is plagiarism in a task that you submit, the following procedures will take place:

First offence: Your mentor/lecturer will discuss the incident with you to discern the reason behind the suspected plagiarism. Your mark received will be halved (e.g. if the work would have been 80%, you will receive 40%) and you will need to resubmit. The mentor/lecturer will bring the incident to the attention of the Education Operations Manager and the Head of Education and it will be kept on record.

Second offence: You will receive 0% for the task and a meeting will be arranged with you, your mentor/lecturer, the Education Operations Manager and/or the Head of Education and your sponsor (if applicable) to discuss further action. Unless significant changes are made, you will risk disenrollment. This incident is kept on record.

Third offence: You will receive 0% for the task and a hearing will be arranged with you, your mentor/lecturer, the Education Operations Manager (if applicable), the Head of Education (if applicable) and your sponsor (if applicable). An Impartial Party will be appointed as the Chairperson to oversee the hearing. At this point, it is at the Chairperson’s discretion whether to disenroll you or take other actions they deem appropriate. This incident is kept on record.

The student’s responsibility

It is vital that all students (and their sponsors) read through the plagiarism policy to make sure that they understand what constitutes plagiarism at HyperionDev. Once there is an understanding of this, the student must ensure that they actively refrain from transgressing in this regard.

Terms and Conditions

Any student found not adhering to our terms and conditions will risk immediate disenrollment and possible permanent expulsion. Decisions will be based on collated data and the specific circumstances of each specific case. For more information on our Code of Conduct, refer to our Code of Conduct policy.

Our responsibility

We have made our terms and conditions available on our website as well as other processes and areas of adherence during onboarding to the bootcamp. We reserve the right to make changes. to these documents but will ensure to communicate this with our students (and their sponsors).

The student’s responsibility

Our students (and Sponsors) need to make sure they take the time to read through our terms and conditions. We do not take responsibility for any documentation that was not clearly read as it is all freely available to our students (and their sponsors).


If any of our students are found to fall in one of the above criteria, an intervention will be held in an attempt to remediate the situation. If the behaviour continues after the intervention, the student may be disenrolled. This will be at the discretion of HyperionDev.

Where there are allegations of HyperionDev’s staff being at fault, proper investigation of the matter will take place in accordance with our internal investigations policies and an outcome from this will then determine the relevant action that will be taken. The outcome determined by the investigation will be final.

It is important to again note that we have a refund policy in place which will determine if a refund amount is applicable, and if it is, what that amount will be.

Course Extension

We reserve the right to provide a student with a course extension for 3-12 months.

The student will be liable for a course extension fee, our student finance & collection consultant will advise the student on this amount need to be paid directly to the institution via our EFT process. [refer: 3.4 Banking details]. Our course extension offer applies to all students on our commercial Bootcamps.

Switching policy and process

Loan-Assisted Student Switch Request

Our loan-assisted students have 10 working days after their Bootcamp start date to request a switch for the following:

  • - Track of their Bootcamp [full-time > part-time or part-time > full-time]
  • - Mode of their Bootcamp [on-site > online or online > on-site]

We reserve the right to allocate a new start date for a student who requests to switch Bootcamps. The loan-assisted student will be liable to pay the switch administration fee, our student finance & collection consultant will advise the student on the switch administration fee. Switch administration fees need to be paid directly to the institution via our EFT process. [refer: 3.4 Banking details]

Emergency pause policy terms & conditions

Our Bootcamps run on a fixed schedule for three to six (3-6) months full-time (with the latter only being for the Immersive bootcamp) and six to twelve (6-12) months part-time (with the latter only being for the Immersive), either online or onsite. We aim to maintain consistent cohort progress and a stable student community at all times. Therefore, as a standard policy, we do not allow students to take a break/leave/holiday at any point during their bootcamp enrollment period.

The Emergency Pause Policy is only intended for use in genuine personal emergencies. It remains the student's (or sponsor's) responsibility to ensure that they keep up to date with their work and plan to ensure they are able to continue their studies in the face of commonplace challenges (e.g. hardware or software problems, loss of Internet connectivity, etc). We recognise that sometimes in the course of regular life, students face various challenges and begin to fall behind or become overwhelmed; in these circumstances the correct procedure is for the student to reach out to our Student Success department, which will assist them in organising academic support to help them cope and catch up.

Emergency Pauses are considered under the following conditions:

  • In the case of a medical emergency where the student is unable to work, the student may submit a concession request, with appropriate supporting documentation.
  • In the case of a death or serious illness in the immediate family, the student may submit a concession request; here, a death certificate would be required as supporting documentation.

All Emergency Pause requests will be considered on merit on a case-by-case basis. In some cases, provisional approval may be granted, contingent on the receipt of appropriate supporting documentation within a period specified to the student. Where provisional approval is granted but supporting documentation is not forthcoming within a period of 30 days, the Emergency Pause will be considered not to have been granted, but the administration fee will be not waived.

All Emergency Pause requests are to be submitted through this form for processing by the Student Success team. HyperionDev reserves the right of sole discretion in all decisions relating to an Emergency Pause, or any other sort of extension.

  1. Note that, should the student’s Emergency Pause request be approved:
    1. written approval from a member of the HyperionDev Support team will be provided (to avoid any miscommunication, no Emergency Pause request will be considered to have been granted without this and so it is vital for you as a student to ensure that you receive it, and save it to a safe place);
    2. an administration fee of R3,000 is due within 48 hours of approval;
    3. any pause taken without prior written approval from a member of the HyperionDev Support team will be considered invalid and your support for the duration of the requested period will lapse
  2. Ordinarily, no student may request an Emergency Pause within one week (7 working days) of beginning a bootcamp, or during the Immersive bootcamp. In a case where this is unavoidable (e.g. a death in the immediate family), the student’s start date will automatically be pushed out and they will be advised to start their bootcamp afresh with the next cohort. This provision applies to both online and onsite students.
  3. If an Emergency Pause is approved, the maximum pause period granted will be one month (30 days). If the student does not return to their studies after this period, they will be disenrolled from the bootcamp.
    1. If an Emergency Pause is granted for an onsite full-time student, they will only be allowed back onto campus when the cohort immediately after them reaches the point the student was at when the Emergency Pause was instituted. This is to ensure the student returns to a position where their progress is aligned with the campus schedule of lectures for their bootcamp, so that they can resume their studies at the appropriate point.
  4. For students paying monthly instalments, an Emergency Pause will not result in a pause of installments or a payment holiday.
  5. If disenrollment occurs, the student shall still be liable for any outstanding tuition fees. This is applicable to both online and onsite students.
  6. Students may not request an Emergency Pause more than once within the same bootcamp enrollment period.

Availing discounts

You may only avail a maximum of one discount or promotional offer at any given time. Discounts may not be combined with any other ongoing offer/promotion/discount.

Safeguarding, Disability and Prevent Policy


HyperionDev aims to create and sustain a learning environment that is safe and inclusive, enabling Students to benefit optimally from their learning experience, and adopts this Safeguarding and Disability Policy.


HyperionDev acknowledges its social, moral and legal obligations towards its students, adults at risk, and the disabled.

This policy recognises and gives effect to HyperionDev’s obligation to safeguard the wellbeing and safety of its students, with a specific emphasis on adults at risk. It also gives effect to the rights of disabled persons who seek to participate in activities.

Scope and Application

This policy applies to HyperionDev as a whole, and all its staff, contractors, and representatives in their interactions with students, adults at risk, and disabled persons.

HyperionDev is committed to ensuring that it offers an adequately safeguarded and inclusive setting, and to ensure that it gives effect to the rights of people who use our services in environments free from discrimination, abuse, and neglect.

Definitions: Vulnerable adult and Disabled

A vulnerable adult is someone aged 18 or over who receives or may need community care services because of a disability, age or illness and as a result of those needs is unable to take care of themself or is unable to protect themself against significant harm or exploitation. This can relate to physical, mental or psychological wellbeing or the potential to be drawn into sexual, financial or criminal exploitation and activity.

An adult may become at risk during their time at HyperionDev if they:

  • Have particular learning needs because of their age
  • Have a disability
  • Have a physical or mental health difficulty
  • Are detained in custody
  • Are receiving community services because of their age, health or disability
  • Are living in sheltered accommodation or in a residential care home

Adults as described above may not necessarily be at risk all of the time or at all. They may be at risk when they are not able to protect themselves against significant harm or exploitation.

It may be difficult to identify an applicant’s or Learner’s vulnerability or the possibility that they may become vulnerable to risk during their studies at HyperionDev.

Adults can also be victims of physical, emotional, sexual abuse or neglect. In addition, they can be vulnerable to financial, discriminatory or institutional abuse, modern slavery and self-neglect.

A disabled person is someone who has a physical or mental impairment, which impairment has a substantial and long-term adverse effect on their ability to carry out normal day-to-day activities.

We have a channel, specifically for declaring and gaining support with any disabilities challenges students may have. You can seek this support and make a declaration using the Skills Bootcamp Disability Declaration form .

Concerns, risks and responding to risk or danger

Welfare concerns include but are not limited to risk of suicide, self-harm, untreated mental health needs, going missing, domestic abuse, exploitation, serious self-neglect, risk of homelessness, or sexual abuse.

HyperionDev recognises that it has social, moral and legal obligations to safeguard the wellbeing and safety of adults at risk involved in any HyperionDev activities, whether they are conducted in person or online.

Disabled students may not be discriminated against, and must be treated fairly. This includes making reasonable adjustments to that effect.

If a student, member of staff, or member of the public is in immediate danger or at risk of harm to themselves or others call emergency services on 999. You should inform the relevant Designated Safeguarding Lead (DSL), our representative assigned to handle matters such as these promptly, as soon as possible:

Attention: Designated Safeguarding Lead safeguarding@hyperiondev.com

To record an incident via our form, you can use the Safeguarding and Disability form.

Procedure and Guidance to members in regular contact with at risk or vulnerable adults

HyperionDev recognises that it has social, moral and legal obligations to safeguard the wellbeing and safety of adults at risk involved in any HyperionDev activities, whether they are conducted in person or online.

This document provides guidance to all staff members who are in regular contact with Learners (adults in the UK undergoing online tech bootcamp courses with HyperionDev) who may be considered at risk or vulnerable.

The term “safeguarding” describes the broader preventive and precautionary approach to planning and procedures required to protect vulnerable Learners from any potential harm or damage.

Different types of Abuse

We acknowledge and inform all our staff who work with the Learners of a variety of potential abuse to which vulnerable Learners may be exposed. It is important to acknowledge that different types of abuse may be combined and that all staff must apply their best judgement when it comes to assessing the appropriateness of any intervention.

  • Physical abuse – including hitting, slapping, pushing, shaking, kicking, misuse of restraint or inappropriate sanctions. This also includes female genital mutilation (FGM).
  • Sexual abuse – including inappropriate touching, grooming, sexual assault, or acts to which the child or adult did not or could not consent.
  • Psychological abuse – including emotional abuse, threats, deprivation of contact, mocking, humiliation, bullying, harassment, intimidation, coercion, verbal abuse, isolation, deprivation, or withdrawal of services.
  • Neglect or acts of omission – including ignoring medical or physical care needs, withholding of medication or adequate nutrition and failure to provide access to appropriate health, social care, or educational services. This definition has recently been expanded to include inadequate parenting or supervision of children.
  • Financial or material abuse – including unauthorised withdrawal from a vulnerable adult's account, theft, fraud (or attempted theft or fraud), exploitation and pressure in connection to wills, property, inheritance, or financial transactions.
  • Discriminatory abuse – including discrimination on the grounds of race, gender, religion, age, and any other protected characteristics covered under the Equality Act 2010.
  • Environmental abuse – including safeguarding against accidents, lack of supervision in the workplace or home, and also including housing/homelessness issues which can increase the risk of an unsuitable living environment.
  • Self-abuse – including self-harm, wilful acts of neglect upon oneself, risk of serious injury or suicide.
  • Immigration related problems – including exploitation of individuals due to immigration status, forced marriage.
  • Radicalisation – including exploitation of individuals to become involved in or to carry out an act of terrorism.

Safeguarding Roles and Responsibilities

The Designated Safeguarding Lead is responsible for:
  • Leading a once-every-two-week Safeguarding internal call to review reports raised under the safeguarding policy and to manage the process of regularly check ins and additional support of vulnerable adults engaged in our training
  • Arranging training for relevant staff interacting with vulnerable adults
  • Reporting to and supporting the Operations function about safeguarding matters
  • Monitoring, promoting and reviewing the policy, guidance documents and resources
  • Ensuring the dissemination of the policy to all HyperionDev staff through forums, committees and stakeholder meetings
  • Acting as the first point of contact for safeguarding concerns and providing support
  • Reporting to the LADO (Local Authority Designated Officer) and seeking advice in situations where a safeguarding allegation is made against a member of staff
  • Providing support to, and dealing with any queries from, students or members of staff who have been accused of misconduct related to a safeguarding issue
  • Keeping records of all safeguarding referrals and outcomes

All staff who work with Learners in any capacity are responsible for:
  • Being aware of the safeguarding policies pertinent to their role
  • Reporting safeguarding concerns to the Designated Safeguarding Lead
  • Completing HyperionDev’s safeguarding training

Measures in place

Through tailored student support services via our online platform and dedicated student Success Managers, HyperionDev aims to provide effective support to any student who may be experiencing emotional and psychological problems.

Any students who declare that they are a vulnerable adult, or experience any learning challenges, relating to disabilities will receive the necessary support structure, consisting of an additional series of check-ins with these students during their learning, implemented via our Student Success team and a subset of our Student Progression Associates that are trained to work with vulnerable students. To report back on the additional support, plus any safeguarding issues raised by anyone on our team, the DSL also runs a once every two week internal safeguarding meeting to review such cases and log them in a once every two week written report.

HyperionDev aims to support students who have longer term mental health conditions, physical disabilities and/or learning difficulties and are able to make reasonable adjustments for these students to ensure they can study as independently as possible during their time at our bootcamps. Such additional support includes tailored mentoring, and other specialist help, as needed.

In respect of students with disabilities, we have a channel, specifically for declaring and gaining support with any disabilities challenges students may have. You can seek this support and make a declaration using the Skills Bootcamp Disability Declaration Form

Learners may talk to any member of the Safeguarding committee about the support we offer. Admission to any HyperionDev educational opportunity is determined on the basis of the learner meeting the standard minimum enrolment and admissions criteria alone, and we practise nondiscrimination.

We specifically acknowledge that adjustments may be required by students with both neurodiverse and physical abilities, and assess such requests on a case-by-case basis so as to provide individualised responses and reasonable accommodation measures.

As with vulnerable adults in general, disabled students who find themselves in danger or at risk of harm should contact emergency services on 999(UK), and inform the relevant Designated Safeguarding Lead (DSL) or deputy as soon as possible.

HyperionDev acknowledges that disability is a private and confidential matter, and may only be disclosed to HyperionDev where the student requires us to consider the above mentioned reasonable adjustments. Disability information will only be shared when the necessary staff members and bodies involved in arranging and executing the student’s education need it in order to make such reasonable accommodations. Where information relating to the disability needs to be shared, the student will be informed beforehand as far as it is possible.

Recognising concerns in Learners of staff members

Abuse is a form of maltreatment. Somebody may abuse or neglect a vulnerable adult by inflicting harm or by failing to act to prevent harm. Abuse may occur in a family or in an institutional or community setting by those known to them or, more rarely, by others. Abuse may also take the form of self-harm. Abuse can take place wholly online, or technology may be used to facilitate offline abuse.

Abuse can take different forms and includes physical abuse, sexual abuse, emotional abuse and neglect. You may become aware of a concern through your own observations, something that someone else tells you about a child or something the child themselves tells you.

A member of staff could become an adult at risk at any time during their employment at HyperionDev. Colleagues may notice a change in appearance or behaviour, attendance or performance. Whilst these do not necessarily indicate abuse or neglect, they may indicate a cause for concern.

Staff members who are concerned about a colleague’s welfare or safety should let their colleague’s line manager know.

What to do when someone raises a concern

If someone tells you directly about a concern relating to their safety you should:

  • Remain calm
  • Offer reassurance that they have done the right thing in telling you
  • Listen attentively and show you are taking what you are being told seriously
  • If they are an adult at risk, it is good practice to gain the person’s consent to share your concern. If information has been shared with you in confidence, a safeguarding concern may mean that there is justification to share the information without consent.
  • Explain to them what will happen next.

Do not:
  • Interrupt or stop them from speaking freely
  • React strongly, for instance saying, “That’s awful” or “How could someone do that?”
  • Jump to conclusions about what happened or who is to blame
  • Ask leading questions to gain more information; you can ask questions to clarify, for example “Are you telling me that…?” using their own words
  • Promise confidentiality

Recording concerns

As soon as you notice or are told of a concern you must:
  • Record your concern via email or by submitting a report incident form to the Designated Safeguarding Lead providing as much detail as possible
  • Be precise and use their own words where possible
  • You can give an opinion if it relates to their behaviour or demeanour if you note that it is your opinion
  • Ensure you provide the date and time of when the concern arose for the first time
  • To record an incident via our form, you can use the Safeguarding and Disability Form.

You should not:
  • Discuss the concern with anyone other than your line manager and the Designated Safeguarding Lead
  • Investigate any allegations

The Designated Safeguarding Lead will let you know the next steps.

Actions taken in the event of concerns being raised

The Designated Safeguarding Lead may decide to:

  • Contact the student to offer support
  • Refer the student to internal support
  • Refer the student to an external support agency
  • Contact the police if an emergency
  • Call an ambulance if an emergency
  • Contact the responsible authority within 24 hours to report the allegation
  • Contact the Disclosure and Barring Service under their legal duty to refer
  • Contact the professional registration body for professional misconduct

Record Keeping

HyperionDev will keep records of safeguarding concerns or allegations including details of how they were resolved, details of decisions reached and how those decisions were arrived at. These records will be kept securely for 6 years.

Confidentiality and Information Sharing

HyperionDev has a duty to share information with other agencies to safeguard adults at risk. HyperionDev will seek consent from the reporting child or adult at risk before sharing the safeguarding information confidentially to an authority or agency. However, information may be shared without consent if HyperionDev believes there is good reason to do so, and that the sharing of information will enhance the safeguarding of an adult at risk in a timely manner. Data protection law and regulations should not be seen as a barrier to sharing information about safeguarding.

Where HyperionDev decides to share information without consent there will be a record kept of the discussion and decision-making process to share that information.

Information should be shared on a need to know basis only, as judged by the Designated Safeguarding Lead and having taken advice from HyperionDev’s legal team.

DBS and criminal record checks

We operate strict hiring processes, which include vetting and personal identification checks for all our staff, including part-time, full-time and contract staff. All staff working with vulnerable adults are given appropriate training in relation to spotting, raising and reporting concerns.

The nature of activities provided by HyperionDev (online tech bootcamps) is such that they do not fall within the definition of the “regulated activity” as defined by the Safeguarding of Vulnerable Groups Acts 2006.

HyperionDev is working on implementing procedures and systems to ensure that DBS checks, or equivalent in the relevant jurisdiction, are obtained from all relevant staff as necessary.


The Counter-Terrorism and Security Act 2015 (CTSA) created a statutory duty for specified public authorities to 'have due regard to the need to prevent people from being drawn into terrorism', which HyperionDev recognises now applies to Skills Bootcamps providers.

Prevent is one of four strands of the government’s counter-terrorism strategy. Compliance with the duty in England is monitored by the Office for Students. HyperionDev’s approach to Prevent is primarily one of safeguarding the welfare of our Learners and staff. This is balanced against our commitment to freedom of speech and other key legislation.

This policy and procedure is subject to The Equality Act 2010 which recognises the following categories of individual as Protected Characteristics: Age, Gender Reassignment, Marriage and Civil Partnership, Pregnancy and Maternity, Race, Religion and Belief, Sex (gender), Sexual orientation, Disability, Socio-economic Disadvantage. The term ‘student’ is used throughout the document to describe all learners, both full and part-time in all settings, including workplace learning, learners and HE learners.

This policy has been written in response to HM Government Prevent Duty Guidance for Further Education Colleges in England and Wales. This guidance was updated in July 2015 and is the subject of the duty under section 26 of the Counter-Terrorism and Security Act 2015 which applies to specified authorities including schools and colleges.

Preventing the radicalisation of students is part of a Government initiative to develop a robust counter terrorism programme. The UK faces a range of terrorist threats. All the terrorist groups who pose a threat to us seek to radicalise and recruit people to their cause. The Government Prevent strategy seeks to:

  • Respond to the ideological challenge of terrorism and aspects of extremism, and the threat we face from those who promote these views
  • Provide practical help to prevent people from being drawn into terrorism and ensure they are given appropriate advice and support
  • Work with a wide range of sectors where there are risks of radicalisation which needs to be addressed, including education, criminal justice, faith, charities, the internet and health

A system of threat level has been created which represents the likelihood of an attack in the near future. The five levels are:

  • Critical - an attack is expected imminently
  • Severe – an attack is highly likely
  • Substantial – an attack is a strong possibility
  • Moderate – an attack is possible but not likely
  • Low – an attack is unlikely

Training providers cater to the over 19 year age group, which include people from ethnically diverse, and socially and economically disadvantaged areas. Training Providers have a part to play in fostering shared values and promoting cohesion. Training Providers should focus on the risks of violent extremism, which represents the greatest threat at national level, while recognising that other forms of violence and extremism can and do manifest themselves within training settings.

This strategy has six key objectives:

  • To promote and reinforce shared values; to create space for free and open debate; and to listen and support the learner voice.
  • To break down segregation among different student communities including by supporting interfaith and inter-cultural dialogue and understanding, and to engage all students in playing a full and active role in wider engagement in society.
  • To ensure student safety and that HyperionDev is free from bullying, harassment and discrimination
  • To provide support for students who may be at risk and ensure appropriate sources of advice and guidance
  • To ensure that students and staff are aware of their roles and responsibilities in preventing violent extremism.
  • To correctly refer and record any issues concerning staff and students.

To achieve these objectives, the strategy will concentrate on four areas:

Leadership and Values

To provide an ethos which upholds our core values of Transparency, Ambition, respectful, Guiding, Empowering, teamwork and Excellence for all students, staff and visitors and promotes equality and diversity and understanding. This will be achieved through:

  • Promoting our core values
  • Building staff and student understanding of the issues and confidence to deal with them
  • Continuing to engage with our local communities through partnership
  • Actively working with local schools, local authorities, police and other agencies

Teaching and Learning

To provide a curriculum which promotes knowledge, skills and understanding to build the resilience of students, by undermining extremist ideology and supporting the learner voice. This will be achieved through embedding equality, diversity and inclusion, wellbeing and community cohesion and British values.

  • Promoting wider skill development such as social and emotional aspects of learning
  • A curriculum adapted to recognise local needs, challenge extremist narratives, and promote universal rights.
  • Teaching and learning strategies which explore controversial issues in a way which promotes critical analysis and pro social values.
  • Use of external programmes or groups to support learning while ensuring that the input supports HyperionDev goals and values.
  • Encouraging active citizenship and learner voice.

Student Support

To ensure that staff are confident to take preventative and responsive steps working with partner professionals, families and communities. This will be achieved through:

  • Establishing strong and effective student support services
  • Listening to what is happening in HyperionDev and the coaccount/login/?next=/portalmmunity
  • Implementing anti-bullying strategies and challenging discriminatory behaviour
  • Helping students and staff know how to access support in HyperionDev and or through community partners.
  • Supporting problem solving and repair of harm
  • Supporting at risk students through safeguarding processes and crime prevention processes
  • Focussing on narrowing the attainment gap for all students
  • Ensure students are safe from terrorist and extremist material when accessing the internet in schools. Schools should ensure that suitable filtering is in place and teach students about online safety

Managing Risks and Responding to Events

To ensure that The HyperionDev monitors risks and is ready to deal appropriately with issues which arise. It will do this through: The term ‘student’ is used throughout the document to describe all learners, both full and part-time in all settings, including workplace learning, learners, 14/16 learners and HE learners.

  • Understanding the nature of the threat from violent extremism and how this may impact directly or indirectly on HyperionDev.
  • Understanding and managing potential risks within The HyperionDev and from external influences
  • Responding appropriately to events in local, national or international news that may impact on students and communities
  • Ensuring measures are in place to minimise the potential for acts of violent extremist within HyperionDev.
  • Ensuring plans are in place to respond appropriately to a threat or incident within HyperionDev
  • Developing effective ICT and e-safety policies

Managing the Process

Anti-radicalisation is a category under the safeguarding policy and procedures and any concern arising under this heading should be dealt with in the same way as other safeguarding concerns. To record a concern, you can use the Safeguarding and Disability form.


Web Content Accessibility Guidelines:
What's The Difference Between WCAG Level A, Level AA, and Level AAA?

UK Department for Education’s Special Educational Needs and Disability guidelines for further education providers:
SEND: guide for further education providers - GOV.UK

Gov.uk Disabled Person Education Rights:
Disability rights: Education - GOV.UK

Gov.uk Safeguarding Policy: Protecting Vulnerable Adults:
Safeguarding policy: protecting vulnerable adults - GOV.UK

Revised Prevent duty guidance: for England and Wales - GOV.UK

Prevent duty guidance: for further education institutions in England and Wales - GOV.UK

Helplines and useful support numbers

Advice & Support Phone number/email address Website
Advice on drugs 0300 123 6600 www.talktofrank.com
Alcohol advice 0300 123 1110 www.drinkaware.co.uk
Careers advice 0800 100 900 https://nationalcareers.service.gov.uk/
Childline 0800 1111 www.childline.org.uk
Citizens Advice Bureau See website for local CAB number www.citizensadvice.org.uk
Depression Alliance 020 7407 7584 www.depressionalliance.org
DIAL (Disability Advice) 0808 800 3333 www.scope.org.uk
Eating Disorders Association Helpline: 0808 801 0677
Youthline: 0808 801 0711
Equality & Human Rights Commission 0800 800 0082 www.equalityhumanrights.com
Every Mind Matters www.nhs.uk/every-mind-matters/
Get Connected 0203 993 5571 www.getconnected.org.uk
Gingerbread (Lone Parents) 0207 428 5400 www.gingerbread.org.uk
HMRC (Tax) 0300 200 3300 www.gov.uk/contact-hmrc
Mencap (Learning disability support) 0808 808 1111 www.mencap.org.uk
MIND (Mental Health) 0208 215 2243 www.mind.org.uk
National Bullying Helpline S0845 2255787 www.nationalbullyinghelpline.co.uk
National Careers Service 0800 100 900 www.nationalcareersservice.direct.go v.uk
National Centre for Domestic Violence 0800 970 2070 www.ncdv.org.uk
NHS Choices See website for local services www.nhs.uk/Service-Search
National Debt Line 0800 808 4000 www.nationaldebtline.org
NHS Direct 111 111 www.nhs.uk
NHS Smoking helpline 0300 123 1044 www.nhs.uk/smokefree
See website for local services
NSPCC Child Protection 0808 800 5000 www.nspcc.org.uk
Rapecrisis 0808 802 9999 rcewinfo@rapecrisis.org.uk
Royal Association for Deaf People 0300 688 2525 Text: 0300 688 2527
Skype: reception_ch www.royaldeaf.org.uk
Samaritans Someone to talk to
jo@samaritans.org 116 123
Saneline 0300 304 7000 www.sane.org.uk
Suzy Lamplugh Trust – personal safety National Stalking Helpline
Tel: 0808 802 0300
The British Dyslexia Association 0333 405 45557 www.bdadyslexia.org.uk
(The) Cystic Fibrosis Trust 0300 373 1000
Email: helpline@cysticfibrosis.org.uk
(The) Dyspraxia Foundation Supporting children, families and adults with Dyspraxia 01462 454986 www.dyspraxiafoundation.org.uk
The National Autistic Society branchservices@nas.org.uk Branches (autism.org.uk)
Online branches (autism.org.uk)
The National Society for Epilepsy 01494 601 400
Email: helpline@epilepsysociety.org. uk
Trussel Emergency food & helpline 0808 2082138
Find a foodbank:

Student Complaints Procedure (SCP)


This Students Complaints Procedure (SCP) describes the complaints policy for all programmes offered by HyperionDev in the United Kingdom. It seeks to ensure that student complaints are dealt with fairly and appropriately and are given careful consideration.

We regard a complaint as any expression of dissatisfaction about our action or lack of action, or the standard of service provided by us or on our behalf, via the processes set out in this document. “Complaints”, for purposes of this document, do not include any third-party complaints (cases where the dissatisfaction is caused by a party that is not HyperionDev), nor any academic complaints (dissatisfaction on marks assigned or academic progression, which is to be addressed during a 1:1 with the student’s mentor).

“Complaints,” for purposes of this document does not include complaints related to how HyperionDev stores and uses your data (which must be submitted Privacy Policy for more on how we store and use your data; also refer to the DfE’s Skills Bootcamps Privacy Notice; LRA Privacy Notice if you are on a DfE funded bootcamp).

Appeals against applications of the regulations, or decisions made by us are also considered as complaints.


HyperionDev is dedicated to providing a high-quality student experience.However, we recognise that students may sometimes become dissatisfied. Where concerns are brought to our attention, we commit to investigating the matters raised, clarifying regulatory or procedural issues, and, where appropriate, taking the necessary steps to provide remedy and redress.

If a student wishes to make a complaint, they should follow the guidance below.

It is understood that making a complaint is a serious matter and it is treated as such by HyperionDev. All submissions under this Procedure are treated confidentially and students should be assured that raising a grievance of any kind will not negatively impact their academic progress or standing with HyperionDev.

It is our principal aim to resolve any complaint or problem quickly, fairly, and simply at the informal stage. All informal complaints will be dealt with through our Education Student Success Support team.

All complaints will be recorded on an internal database and retained for future reference.

HyperionDev’s Complaint Policy has been made to meet and comply with the DfE’s executive agency, ESFA (Education and Skills Funding Agency).

Whilst dealing with any complaints, we will comply with several of our policies, including

  • Safeguarding Policy
  • Data Protection and Privacy Policy
  • Complaints Policy


The following process must always be followed, to ensure complaints are dealt with in the correct way, with a swift resolution.

Step 1: Informal Resolution

When airing a complaint, the first step will entail bringing it to the attention of the HyperionDev Education Student Success Support team at www.hyperiondev.com/support. Alternatively, students may choose to make use of HyperionDev’s student surveys, circulated anonymously from time to time, to bring complaints to our attention.

If no relief follows after Informal Resolution procedures have been exhausted, the student may proceed to Formal Resolution as set out below.

Step 2: Formal Resolution: Identification & Logging

All complaints that have not been resolved via Informal Resolution, must be directed to:

  • the Student Success Support team via email at complaints@hyperiondev.com and include the below details:
    • Details on the complaint including how and when it arose
    • Name & Surname
    • Contact details
    • Screenshot/All relevant details around the complaint
    • Any comments or suggestions the student has on resolving the complaint

Process of formal resolution

Stage 1 - Lodge

1-1 Once a complaint has been raised via the channel above, acknowledgement of the complaint will be sent to you
1-2 An investigation will take place internally, looking at factual evidence, circumstances, staff and relevant parties. We may also contact you for any clarification. A summary of the complaint and actions will be logged in a tracker.
1-3 We aim to have a resolution within 15 working days from the date the complaint is raised via our escalation channel. However, if this is not possible, we will contact you to explain the reason for the delay, and the time extension required to provide a response to the complaint.

If the complaint has been resolved, and is closed at this stage, issues identified, problems solved, and any recommended changes will be logged in a tracker. This will be submitted to HyperionDev’s SMT (Senior Management Team) via a summary of the tracker, to be discussed at the next complaints committee meeting, in order to ensure sustainable problem solving and complaint resolution, with this committee to be held at least once per quarter.

Stage 2 - Appeal

If you are unhappy with how we have dealt with your complaint, or the outcome, you can appeal by emailing the complaints@hyperiondev.com email address again, labelling your email as ‘Complaint Resolution Appeal’, and it will be referred to the below senior management team member. This must be done within 1 working day of receiving the outcome. They will use all documented actions and evidence, and aim to provide feedback within a further 10 working days.

Senior Management Team member (SMT)

Person name and email – Simone Botes - Success Lead

2-1 Acknowledgement of the escalated complaint will be sent to you as soon as possible, we will aim to do so on the same day. Throughout this process, all actions will be documented for reference
2-2 Once all information is reviewed, contact will be made with all parties concerned
2-3 We will aim to respond to you with a final outcome to your complaint, in writing within 10 working days of the complaint being appealed. However, if this is not possible, we will contact you to explain the reason for the delay, and the time extension required to provide a final response to the complaint.

If the complaint has been resolved, and is closed at this stage, issues identified, problems solved, and any recommended changes will be logged in a tracker. This will be submitted to HyperionDev’s SMT (Senior Management Team) via a summary of the tracker, to be discussed at the next complaints committee meeting, in order to ensure sustainable problem solving and complaint resolution, with this committee to be held at least once per quarter.

Appeal Escalation

Stage 3

If you are still not satisfied with the outcome of your complaint and appeal, you may have the ability to appeal or escalate your complaint depending on the programme you are on with HyperionDev.

Please refer to your Student Undertaking Agreement for further details of this escalation policy that applies to your programme.

Please be aware that a prerequisite may be having followed this complaints process in full, giving HyperionDev a chance to give you a final decision on your complaint.

If you do not agree with our terms and conditions, immediately cease and desist from accessing this site. If you have any further questions, concerns, or wish to raise a complaint about this page, please contact legal@cogramamar.com