– Terms & Conditions

Terms of Use
FIRSTPENGUIN SINGAPORE PTE. LTD. (“FP”) mission is to improve and enrich lives through learning.
We enable our merchants to create and share educational content, and students to access that educational content to learn.
We strive to achieve the best marketplace model to offer the best educational content to our users.
Therefore we need rules to keep our platform and services safe for you, us, and our merchants and the students.
These Terms apply to all your activities on the FP’s website and other related services (“Services”).

– Privacy Policy

We are committed to protecting your privacy.
This Privacy Statement sets forth our current privacy practices with regard to the information we collect when you or your computer interact with our website.
By accessing this website, you acknowledge and fully understand our Privacy Statement and freely consent to the information collection and use practices described in this Website Privacy Policy.

1. Participating Merchant Policies
Related services and offerings with links from this website, including vendor sites, have their own privacy statements that can be viewed by clicking on the corresponding links within each respective website.
Online merchants and others who participate in our services are encouraged to participate in industry privacy initiatives and to take a responsible attitude towards consumer privacy.
However, since we do not have direct control over the policies or practices of participating merchants and other third parties, we are not responsible for the privacy practices or contents of those sites.
We recommend and encourage that you always review the privacy policies of merchants and other third parties before you provide any personal information or complete any transaction with such parties.

2. Web Server Logs
When you visit our Website, we may track information to administer the site and analyze its usage. Examples of information we may track include:

Your Internet protocol address.
The kind of browser or computer you use.
Number of links you click within the site.
The geographical location from which you accessed the site.
Date and time of your visit.
Name of your Internet service provider.
Pages you viewed on the site.

3. Use of Cookies
This site uses cookies to personalize or enhance your user experience.
A cookie is a small text file that is placed on your hard disk by a Web page server.
Cookies cannot be used to run programs or deliver viruses to your computer.
Cookies are uniquely assigned to you, and can only be read by a Web Server in the domain that issued the cookie to you.
One of the primary purposes of cookies is to provide a convenience feature to save you time.
For example, if you personalize a web page, or navigate within a site, a cookie helps the site to recall your specific information on subsequent visits.
Hence, this simplifies the process of delivering relevant content and eases site navigation by providing and saving your preferences and login information as well as providing personalized functionality.
We reserve the right to share aggregated site statistics with partner companies.
For more information about how our third-party service providers may use cookies, please see Section 4, below.
You have the ability to accept or decline cookies. Most Web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies.
If you reject cookies by changing your browser settings then be aware that this may disable some of the functionality on our Website.

4. Use of Personal Information
Visitors to our website can register to purchase services.
When you register, we will request some personal information such as name, address, email, telephone number or facsimile number, account number and other relevant information.
If you are purchasing a service, we will request financial information.
Any financial information we collect is used only to bill you for the services you requested and/or purchased and any applicable fees that are compliant with our Terms of Use.
If you purchase by credit card, the information may be forwarded to your credit card provider.
For other types of registrations, we will ask for the relevant information.
You may also be asked to disclose personal information to us so that we can provide assistance and information to you.
For example, such data may be warranted in order to provide online technical support and troubleshooting.
Under some circumstances we may require some additional financial information, including, without limitation, your billing address, bank account information, and tracking information from checks or money orders.
We will not disclose personally identifiable information we collect from you to third parties without your permission except to the extent necessary including:

To fulfill your service requests for services,
To protect ourselves from liability,
To respond to legal process or comply with law, or
In connection with a merger, acquisition, or liquidation of the company.
Please note that we will use your information and other information we obtain from your current and past activities on the site to resolve any disputes, troubleshoot problems, collect fees owed, pay amounts due you, or verify your account data. We employ many different security techniques to protect any personal data from unauthorized access by users inside and outside the company, however please be aware that “perfect security” does not exist on the Internet or with any digital or physical data.

– Delivery & Refund Policy

When you make a payment, you agree to use a valid payment method. If you aren’t happy with your content, FP offers a 30-day refund or credit for most content purchases.
Our team will respond by email and will confirm any successful requests. FP reserves the right to refuse a refund if not satisfied with the circumstances of the request.

1) Any digital Certificates that have not been downloaded from our platform can be cancelled and a refund will be provided. If the platform shows that the digital Certificate has been downloaded then no refund will be possible. If you have problems downloading digital Certificates please get in touch with the Customer Support team.

2) If a physical product has not yet been printed and shipped it will be cancelled and Alison will make a full refund. If a physical product has already shipped then the User must return the product(s) and then FP will make a partial refund minus the original shipping fee incurred. If the User produces evidence to show that a product has been lost and undelivered within the expected maximum timeframe, FP reserves the right to either resend the product(s) or make a full refund at its discretion.

– Dispute Resolution Policy

FIRSTPENGUIN SINGAPORE PTE. LTD. is committed to reaching a prompt and fair resolution of any disputes, conflicts, or disagreements that may arise from time to time, and that may threaten the functioning of the transaction or operation.
This policy refers to disputes between company and client;
By a client regarding a services policy, process or procedure; and
By a client regarding a services fees, services arrangement.
Company encourages client to resolve any issues or concerns that they may have at the earliest opportunity.

It is important that as issues do arise, they are dealt with in a fair and timely manner. While some conflicts will be resolved by an informal discussion between the parties, others will need a process for successful resolution.
Dispute resolution principles are:
– Respect for another’s point of view;
– Commitment to resolving the issue;
– Willingness to compromise;
– Confidentiality;
– Impartiality;
– Respect;
– Prompt action; and,
– Freedom from repercussions.

The dispute must be set out in writing and sent to Company customer service department. The customer service department must acknowledge receipt of this document within two days.
The customer service department will bring the issue to a client dispute meeting. When raised at a client dispute meeting all people involved will be given the right to speak.
The matter should be discussed with all person present, unless they have advised otherwise.
The decision made by the Company is final but may be reviewed in situations where:
(a) New information has emerged that was not available when the original decision was made.
(b) Customer service department has become aware of an error in previous information that was used to make the decision.
Disputes are handled respectfully, confidentially, and in accordance with natural justice.