THE SYNERGY CENTER

REFUND POLICY

Effective Date: August 11, 2026

1. Purpose

The Synergy Center Workforce Initiative is committed to providing fair, consistent, and transparent refund practices for participants enrolled in workforce development, career-readiness, certification, and occupational-skills training programs.

This policy applies to tuition, enrollment fees, program fees, and other participant payments made directly to The Synergy Center.

2. Participant Cancellation Before Training Begins

A participant who withdraws in writing before the first scheduled day of training is eligible for a 100% refund of tuition paid, less any clearly disclosed, nonrefundable registration fee or third-party expense already incurred on the participant’s behalf.

3. Withdrawal After Training Begins

Refunds will be calculated according to the percentage of the program completed as of the participant’s official withdrawal date:

• Up to 10% completed: 75% tuition refund

• More than 10% but no more than 25% completed: 50% tuition refund

• More than 25% completed: No tuition refund

The percentage completed will be based on scheduled instructional hours, not the participant’s actual attendance.

4. Official Withdrawal Date

The official withdrawal date is the date The Synergy Center receives the participant’s written request to withdraw.

If a participant stops attending without providing written notice, the withdrawal date will be the participant’s last documented date of attendance. Participants who stop attending without notice may lose eligibility for a refund.

Withdrawal requests may be submitted by email, through an approved participant portal, or in writing to the Workforce Initiative Program Director.

5. Program Cancellation by The Synergy Center

If The Synergy Center cancels a program before it begins, participants will receive a 100% refund of all amounts paid directly to The Synergy Center.

If a program is canceled after instruction begins, The Synergy Center may:

1. Provide a prorated refund for the portion of training not delivered;

2. Transfer the participant to a comparable program at no additional charge; or

3. Offer the participant a credit toward a future training program.

The participant may select a refund instead of a transfer or program credit when a refund is legally or contractually available.

6. Rescheduled Classes

When a class is rescheduled, participants will be given the opportunity to attend on the new date. If the participant cannot attend because of the schedule change, The Synergy Center may offer a transfer, program credit, or refund for the affected portion of training.

7. Nonrefundable Charges

The following charges may be nonrefundable when disclosed before enrollment and already paid, ordered, issued, or used:

• Registration or application fees;

• Background checks or drug screenings;

• Books, equipment, uniforms, and training materials;

• Certification, examination, licensing, or credentialing fees;

• Software licenses and online-learning access codes;

• Customized materials or services;

• Credit-card or payment-processing charges when permitted by law; and

• Fees paid to an outside organization on the participant’s behalf.

Unopened or unused materials may be returned when permitted by The Synergy Center or the third-party vendor.

8. No-Shows and Missed Classes

Failure to attend a scheduled class does not automatically cancel enrollment. A participant who does not attend and does not provide timely written notice may not be eligible for a refund.

Individual missed classes, late arrivals, or early departures are not refundable. When possible, The Synergy Center may allow the participant to attend a make-up session, subject to availability and program requirements.

9. Employer-, Grant-, or Workforce-Funded Training

When tuition is paid by an employer, workforce center, government agency, scholarship program, grant, or another sponsoring organization:

• Any refund will generally be returned to the original funding source;

• The participant will not receive funds that the participant did not personally pay;

• Refunds will follow the applicable funding agreement, contract, grant requirements, or workforce-program rules; and

• The participant may remain responsible for costs not covered by the funding source, when disclosed and agreed to before enrollment.

When another policy, contract, or applicable law requires a different refund calculation, that requirement will control.

10. Participant Dismissal

A participant dismissed for misconduct, safety violations, fraud, harassment, or a serious violation of program policies may be ineligible for a refund.

When dismissal is based on attendance, academic progress, or an inability to meet program requirements, any refund will be calculated according to this policy and applicable funding rules.

11. Extraordinary Circumstances

The Synergy Center may consider an exception in cases involving:

• Serious illness or hospitalization;

• Death in the participant’s immediate family;

• Military deployment;

• Documented family emergency;

• Loss of housing or another significant hardship; or

• Circumstances beyond the participant’s reasonable control.

A participant requesting an exception must submit a written explanation and, when reasonably available, supporting documentation. Approval is not guaranteed and will be determined on a case-by-case basis.

12. Refund Request Process

A refund request must include:

• Participant’s full name;

• Program or course name;

• Enrollment and withdrawal dates;

• Reason for withdrawal;

• Amount paid by the participant;

• Requested resolution; and

• Supporting documentation, when applicable.

The Synergy Center will acknowledge the request and provide a written decision. Approved refunds will generally be issued within 30 calendar days after the refund amount is determined. Refunds will normally be returned through the original payment method.

13. Refund Appeals

A participant who disagrees with a refund decision may submit a written appeal within 10 business days after receiving the decision.

The appeal should explain why the participant believes the decision should be reconsidered and include any additional documentation. A representative who was not solely responsible for the original decision will review the appeal. The written appeal decision will be considered final under The Synergy Center’s internal process.

14. Outstanding Balances

A refund will first be applied to any outstanding and properly authorized balance owed to The Synergy Center. If a remaining credit exists, it will be refunded to the participant or returned to the appropriate funding source.

15. Policy Acknowledgment

Participants will receive access to this policy before enrollment or payment. By enrolling, the participant acknowledges that the participant has received, reviewed, and agreed to the refund terms.

16. Contact Information

The Synergy Center Workforce Initiative
Attention: Workforce Initiative Program Director
Website: synergycenterdenver.org
Email: synergy@synergycenterdenver.org
Telephone: ‪(720) 778-1601‬
Mailing Address: 12075 E 45th Avenue, Ste 200, Denver, CO 80239

**The Policy Can be different depending on funding partner**

THE SYNERGY CENTER

WORKFORCE PROGRAM GRIEVANCE PROCEDURE

Effective Date: August 1, 2026
Approved By: The Synergy Center Board
Last Reviewed: August 1, 2026

1. Purpose

The Synergy Center is committed to providing fair, respectful, accessible, and high-quality workforce development services. This Grievance Procedure establishes a consistent process for addressing concerns and resolving complaints involving workforce training, employment services, program participation, staff conduct, disciplinary decisions, accessibility, and other workforce-related matters.

The Synergy Center prohibits retaliation against any person who files a grievance, reports a concern, requests an accommodation, serves as a witness, or participates in an investigation or hearing.

2. Individuals Covered

This procedure is available to:

• Workforce program applicants and participants;

• Former participants when the complaint concerns their program participation;

• Students and trainees;

• Employers and work-based learning partners;

• Instructors, contractors, and service providers;

• Staff members affected by the administration of a workforce program; and

• Other interested parties affected by The Synergy Center’s workforce services.

3. Matters That May Be Grieved

A grievance may concern:

• Program eligibility, enrollment, suspension, or termination;

• Access to training, supportive services, facilities, technology, or resources;

• Attendance, performance, grading, credentialing, or completion decisions;

• Staff, instructor, participant, or contractor conduct;

• Harassment, bullying, intimidation, or unprofessional treatment;

• Health and safety concerns;

• Work-based learning, internship, apprenticeship, or job-placement concerns;

• Alleged violations of program policies, grant requirements, or participant rights;

• Labor standards or working-condition concerns;

• Denial of a requested reasonable accommodation;

• Misuse of participant information or breach of confidentiality; or

• Any alleged violation of Workforce Innovation and Opportunity Act requirements.

Questions about services, routine requests, and disagreements that can be corrected immediately should first be discussed with the appropriate staff member. However, informal discussion is encouraged and never required before filing a formal grievance.

4. Equal Opportunity and Discrimination Complaints

Complaints alleging discrimination must be handled separately under applicable civil rights procedures.

The Synergy Center does not discriminate on the basis of race, color, religion, sex—including pregnancy, childbirth, related medical conditions, sex stereotyping, transgender status, or gender identity—national origin, limited English proficiency, age, disability, political affiliation or belief, citizenship status, or participation in a Workforce Innovation and Opportunity Act Title I-financially assisted program or activity.

A discrimination complaint may be filed within 180 calendar days of the alleged discriminatory act with:

• The Synergy Center’s designated Equal Opportunity contact;

• The Equal Opportunity Officer for the applicable workforce area or funding recipient; or

• The Director of the U.S. Department of Labor Civil Rights Center.

The Synergy Center will issue a written Notice of Final Action on a discrimination complaint within 90 calendar days when it is responsible for processing the complaint. Filing a grievance under this procedure does not extend the deadline for filing a discrimination complaint with an outside agency.

5. Accessibility and Language Assistance

This procedure will be communicated in a manner that participants and interested parties can understand. Upon request, The Synergy Center will provide:

• Reasonable accommodations;

• Auxiliary aids and services;

• Language interpretation or translation;

• Assistance completing a grievance form; and

• The procedure in an accessible or alternative format.

These services will be provided without charge to the individual requesting them.

6. Informal Resolution

A person may request an informal meeting with the staff member involved, the Workforce Program Manager, or another designated administrator.

The Synergy Center will attempt to:

1. Meet with the individual within five business days of the request;

2. Clarify the concern and identify possible solutions;

3. Document any agreed-upon resolution; and

4. Provide the individual with a copy of the agreement.

The individual may end the informal process and submit a formal grievance at any time. Participation in informal resolution will not limit the individual’s right to request a formal review or hearing.

7. Filing a Formal Grievance

A formal grievance should be submitted in writing as soon as reasonably possible, preferably within 30 calendar days of the incident or decision being challenged.

The grievance should contain:

• The complainant’s name and contact information;

• The name of the program, course, service, or activity involved;

• A description of what occurred;

• Relevant dates, locations, and individuals involved;

• The names of any witnesses;

• Copies of relevant documents or communications;

• The outcome or remedy being requested; and

• The complainant’s signature and filing date.

A grievance will not be rejected solely because information is missing. The Synergy Center will assist the complainant in obtaining or supplying the information needed for review.

Grievances may be submitted:

By Email: synergy@synergycenterdenver.org
By Mail or In Person:
The Synergy Center
Attention: Workforce Grievance Officer
12075 E 45th Avenue, Ste 200
Denver, Colorado 80239

Telephone for Assistance: ‪(720) 778-1601‬

If the complaint concerns the Workforce Grievance Officer, Executive Director, or another person responsible for reviewing grievances, it will be assigned to an impartial administrator, board representative, funding agency, or independent reviewer.

8. Acknowledgment and Initial Review

Within five business days after receiving a formal grievance, The Synergy Center will:

• Confirm receipt in writing;

• Provide the name and contact information of the assigned reviewer;

• Determine whether immediate protective action is necessary;

• Identify any additional information needed;

• Explain the review process and anticipated timeline; and

• Refer the complaint to another appropriate agency when The Synergy Center lacks authority to decide the matter.

Interim measures may be taken to protect safety, preserve access to services, or prevent retaliation. Interim measures are not a finding that wrongdoing occurred.

9. Investigation

An impartial reviewer will conduct a prompt and fair investigation. The review may include:

• Interviewing the complainant, respondent, and witnesses;

• Reviewing attendance, enrollment, performance, financial, communication, or program records;

• Examining relevant contracts, policies, grant requirements, and regulations; and

• Providing each party a reasonable opportunity to submit information.

Everyone participating in the process must cooperate honestly. Knowingly providing false information may result in corrective or disciplinary action.

10. Confidentiality

Information will be shared only with individuals who need it to review, investigate, resolve, monitor, or legally report the grievance.

Absolute confidentiality cannot be guaranteed when disclosure is required to conduct a fair investigation, protect someone’s safety, comply with a funding requirement, or follow the law.

11. Written Decision

The Synergy Center will generally issue a written decision within 30 calendar days after receiving the grievance.

For grievances alleging violations of WIOA Title I requirements, the informal resolution and hearing process will be completed within 60 calendar days of filing, as required by applicable federal regulations.

The written decision will include:

• The issues reviewed;

• A summary of relevant findings;

• Whether the grievance was substantiated, unsubstantiated, or partially substantiated;

• The reason for the decision;

• Any corrective action or remedy;

• The effective date of the action; and

• Instructions and deadlines for requesting an appeal or hearing.

If additional time is needed, the complainant will receive written notice explaining the reason for the delay and the expected completion date.

12. Hearing or Internal Appeal

A complainant who disagrees with the decision may submit a written request for an appeal or hearing within 10 business days after receiving the decision.

The request should explain:

• The part of the decision being challenged;

• Why the decision is believed to be incorrect;

• Any new information that was not reasonably available earlier; and

• The requested resolution.

The appeal will be reviewed by an impartial person who did not make the original decision. The complainant may:

• Review relevant nonprivileged records;

• Present documents and witnesses;

• Be accompanied by a representative at the complainant’s own expense; and

• Receive a written appeal decision.

When WIOA requirements apply, an eligible party may appeal to the appropriate local workforce area or State entity if no decision is issued within 60 calendar days or if the party is dissatisfied with the hearing decision.

13. Possible Remedies

When appropriate, corrective action may include:

• Restoring access to a program or service;

• Reconsidering an enrollment, attendance, performance, or termination decision;

• Providing a reasonable accommodation;

• Repeating training or an assessment;

• Correcting inaccurate records;

• Providing staff coaching or additional training;

• Modifying a policy, practice, or learning environment;

• Issuing a refund when authorized;

• Taking disciplinary action;

• Referring the matter to a funding, regulatory, licensing, or law-enforcement agency; or

• Taking other action necessary to correct the issue and prevent recurrence.

14. Emergency, Safety, Fraud, and Criminal Matters

Concerns involving an immediate threat to health or safety should be reported to 911 or the appropriate emergency authority before using this procedure.

Suspected abuse, exploitation, fraud, theft, threats, violence, or other criminal activity may be reported directly to the appropriate governmental or law-enforcement agency. The Synergy Center may also make any report required by law, contract, or grant conditions.

15. No Retaliation

Retaliation is strictly prohibited. Prohibited retaliation includes:

• Removing or threatening to remove a person from a program;

• Reducing services or opportunities;

• Intimidation, harassment, or threats;

• Lowering evaluations or grades for improper reasons;

• Interfering with employment or placement opportunities; or

• Treating a person negatively because they reported a concern or participated in the grievance process.

Retaliation should be reported immediately and may result in separate corrective or disciplinary action.

16. Recordkeeping

The Synergy Center will maintain a confidential grievance log that includes:

• The date received;

• The general nature of the complaint;

• The assigned reviewer;

• Actions taken;

• The resolution date and outcome; and

• Any appeal or external referral.

Records will be retained according to applicable legal, contractual, grant, and records-retention requirements. Discrimination complaint records will be maintained separately when required.

17. Notice to Participants

This procedure will be:

• Included in participant orientations and handbooks;

• Made available on request;

• Posted in an accessible location;

• Provided to applicable workforce partners and service providers; and

• Communicated in accessible formats and appropriate languages.

Participants may request a copy at any time without fear of retaliation.

18. External Rights

Nothing in this procedure prevents anyone from contacting an appropriate local, State, or federal agency or pursuing another remedy authorized by law.

For WIOA discrimination complaints:

Director, Civil Rights Center
U.S. Department of Labor
Attention: Office of External Enforcement
200 Constitution Avenue NW, Room N-4123
Washington, DC 20210
Telephone: 202-693-6500
Telecommunications Relay Service: 711
Website: www.dol.gov/agencies/oasam/centers-offices/civil-rights-center

The official form can be requested from the office.