School Policies

Pivotal Institute Solutions maintains the policies below for all enrolled students and applicants. These policies are drawn from the institutional catalog. Program-specific requirements are set out in each program's syllabus and enrollment agreement, which are provided to students before enrollment.

Institutional Catalog

The current Pivotal Institute Solutions Institutional Catalog is available below. The catalog is the institution's complete statement of its programs, policies, and student information, and it is provided to every prospective student prior to enrollment.

Download the 2026-2027 Institutional Catalog (PDF)

Where anything summarized on this page differs from the catalog, the catalog governs.

Tuition and Fees

A nonrefundable application fee of $100 applies to each program. This fee is identified as nonrefundable in the institutional catalog and in the enrollment agreement, and it is excluded from every refund calculation. No other fee charged by the institution is nonrefundable.

Total program cost, tuition, and any additional fees are listed on each program's page and in the enrollment agreement. All costs are disclosed prior to enrollment.

Cancellation Policy

Right to cancel within 72 hours

A student may cancel their enrollment agreement for any reason within seventy-two (72) hours of signing it. Upon timely cancellation, all tuition and fees paid are refunded in full, excluding the nonrefundable $100 application fee.

How to cancel

A cancellation request must be submitted in writing. Students may submit the request by email to [email protected], or by mail to Pivotal Institute Solutions, 4290 Bells Ferry Rd Ste 134 #3025, Kennesaw, GA 30144.

The request must include the student's full name, the program name, the date of the enrollment agreement, and a statement that the student is cancelling enrollment. Cancellation is effective on the date the written request is received by the institution, or on the postmark date if the request is sent by mail.

Timing of refund

Any refund due under this Cancellation Policy is issued within forty-five (45) days of the institution's receipt of the written cancellation request.

Cancellation after 72 hours

A request to cancel received more than seventy-two (72) hours after signing is processed under the Refund Policy below. A student who cancels after 72 hours but before instruction has begun has completed 0% of the instructional term and receives a refund of all tuition paid, excluding the nonrefundable application fee.

Cancellation or substantive change by the institution

If the institution cancels a program of study, or changes a program of study in a way, including a change of time, location, or any other change considered substantive by the Executive Director of GNPEC, such that a student who has started the program is unable to continue, the institution will make arrangements in a timely manner to accommodate the needs of each student enrolled in the program. If alternative arrangements determined by GNPEC to be equitable to both the institution and the student are not possible, the institution will refund all money paid by the student for the program of study.

Documentation

All cancellation requests, the institution's response, and any refund issued are documented and retained in the student's record.

Refund Policy

Application of this policy

This Refund Policy applies to a student who withdraws, or who is administratively withdrawn, after instruction has begun. Cancellation within seventy-two (72) hours of signing the enrollment agreement is governed by the Cancellation Policy above.

How to withdraw and request a refund

A student who wishes to withdraw must notify the institution in writing, by email to [email protected] or by mail to Pivotal Institute Solutions, 4290 Bells Ferry Rd Ste 134 #3025, Kennesaw, GA 30144.

The institution will provide the student with a Student Withdrawal Form within two (2) business days of receiving the notice. The student must complete, sign, and return the Withdrawal Form, which records the reason for withdrawal, the last date of participation, and the refund calculation.

Requests to withdraw or for a refund must be submitted in writing. The institution does not process verbal requests.

Determination of the withdrawal date

For a student-initiated withdrawal, the withdrawal date is the date the institution receives the student's written notice of withdrawal, or the postmark date if sent by mail.

For an administrative withdrawal, the withdrawal date is the date on which the institution determines that the student has been withdrawn. The institution will notify the student in writing that they have been withdrawn from the program and will issue any refund owed under this policy.

Refund calculation

Tuition is refunded on a prorated basis according to the percentage of the paid segment completed as of the withdrawal date. The percentage completed is calculated by dividing the number of calendar days the student has completed at the point of withdrawal by the total number of calendar days in the instructional term for that program.

• Withdrawal before 50% completion of the instructional term: tuition is refunded in an amount equal to the percentage of the instructional term not completed.
• Withdrawal at or after 50% completion of the instructional term: no tuition refund is due.

Nonrefundable fees

The $100 application fee is nonrefundable and is excluded from every refund calculation under this policy. No other administrative fee charged by the institution is nonrefundable.

Timing of refund

Any refund due under this policy is issued within forty-five (45) days of the withdrawal date.

Method of refund

Refunds are issued to the original payer, by the original method of payment where practicable. Where tuition was paid by a workforce agency or other third-party funding source, the refund is issued to that funding source.

Records

The institution documents every withdrawal using its Student Withdrawal Form and retains the completed form, the refund calculation, and evidence of the refund payment in the student's record.

Questions

Questions about this Refund Policy, or about a refund calculation, may be directed to the institution at [email protected] or (404) 374-9322.

Extenuating Circumstances

In cases of documented medical emergency, military deployment, or comparable circumstances beyond the student's control, the institution may at its discretion offer accommodations such as a leave of absence, a deferred start in a later cohort, or consideration beyond the minimum refund required by the Refund Policy above. Supporting documentation is required.

Nothing in this section reduces any refund otherwise due to a student under the Cancellation Policy or the Refund Policy.

Attendance Policy

Attendance is measured through documented participation in scheduled live sessions and in the instructional activities recorded within the LearnWorlds Learning Management System. Attendance is a graded component of each program and is required in order to receive a Certificate of Completion.

Live sessions

Programs include mandatory instructor-led live sessions held on a published weekly schedule for the length of the program. Attendance at every live session is required and is tracked through the video conferencing attendance log and recorded in LearnWorlds.

Excused absences and make-up work

A student who is unable to attend a scheduled live session must notify the instructor in advance. In order for the absence to be excused, the student must also review the session recording and complete a brief written follow-up on the material covered. An absence for which advance notice, recording review, and written follow-up are not all completed is recorded as unexcused.

Individual conferences and discussion participation

Programs include required one-on-one conferences with the instructor at scheduled checkpoints, and a weekly instructor-facilitated discussion in which students must post a substantive response. Attendance at all required conferences and satisfaction of the discussion participation requirement are conditions of completion. The number of conferences, their scheduled checkpoints, and the minimum number of weeks in which a student must post are set out in each program's syllabus and enrollment agreement.

Office hours

Weekly office hours are held by the instructor and are open to all enrolled students. Attendance at office hours is optional and is not graded.

Attendance records

Attendance records for live sessions, individual conferences, and weekly discussion participation are maintained in LearnWorlds for each enrolled student and are retained as part of the student's academic record.

Administrative withdrawal for non-attendance

A student who ceases to participate in scheduled instructional activities and does not respond to written outreach from the institution may be administratively withdrawn from the program. The institution will notify the student in writing that they have been withdrawn and will issue any refund owed under the Refund Policy above.

Grading and Completion

Student performance is assessed through module exams, lab demonstrations, a capstone project, and attendance. The weighting of each component is set out in the program syllabus and enrollment agreement.

Lab demonstrations are submitted as video demonstrations of the student's completed lab work and are graded on completion and correct execution of the lab instructions rather than on perfection. Every lab submission receives substantive written feedback from the instructor, returned through LearnWorlds within five (5) business days of submission.

To receive a Certificate of Completion, a student must submit and receive a grade for all required module exams, all required lab demonstrations, and the capstone project, and must meet the live session attendance, individual conference, and discussion participation requirements described in the Attendance Policy above.

Exam retakes and remediation

A satisfactory score on a module exam is 70% or higher. A student who does not achieve a satisfactory score must complete a one-on-one remediation conference with the instructor before a retake is unlocked. In that conference, the instructor and student review the specific learning objectives the student missed, work through the underlying concepts, and agree a written remediation plan. There is no limit on the number of module exams for which a student may request remediation and a retake, and a remediation conference is required before each retake attempt.

Because the institution prioritizes demonstrated mastery of the material, there are no late penalties for exam or lab submissions, provided the student keeps pace with the structured weekly schedule and attends the mandatory live sessions and required individual conferences.

Academic Integrity

Students are expected to complete all graded work independently and honestly.

During module exams, the use of any internal course materials, lessons, notes, or lab documents, or any external materials, including websites, textbooks, AI tools, or other outside resources, is prohibited. Exams assess what the student has learned, not their ability to look information up. A student found using unauthorized materials during an exam will receive a zero for that exam and may be subject to removal from the program.

Lab demonstrations and the capstone project are open-resource tasks. Students are encouraged to reference course materials, documentation, and their own notes while completing labs.

Career Services

The institution provides the career preparation services described below. These services are delivered by the instructor as part of the program and through the LearnWorlds course environment.

The institution does not operate a job placement service, does not maintain an employer referral network, and does not guarantee employment. Completion of a program does not guarantee employment.

• Career readiness instruction. Programs include a dedicated career readiness component covering resume construction, LinkedIn profile development, portfolio case study development, interview preparation, and certification planning.
• Resume and profile review. Students may submit a draft skills-aligned resume and LinkedIn profile to the instructor and receive individual written feedback through LearnWorlds.
• Portfolio case study. Students develop a portfolio case study drawn from their lab work and capstone project, which may be presented to prospective employers as evidence of applied skill. Individual instructor feedback is available on request.
• Interview preparation. Students may request a practice interview session with the instructor during scheduled office hours or an individual conference, and receive feedback on their responses.
• Certification planning. The instructor provides individual guidance on certification pathways relevant to entry-level roles in the field, and on how to sequence and prepare for third-party certification exams.
• Job search guidance. Students receive guidance on identifying and applying for entry-level roles, including the use of publicly available job boards, tailoring applications to a job posting, and follow-up practice.
• Documentation for employers and funding agencies. Upon successful completion, students receive a Certificate of Completion. Students may also request written documentation of a program's clock hours and curriculum content for submission to an employer or a workforce funding agency.

These services are available to enrolled students throughout their program and for ninety (90) days following their completion or withdrawal date. Requests are made through LearnWorlds direct message or by email to [email protected].

Certification Disclosure

Instruction provides exposure to concepts aligned with industry-recognized certification pathways. Certification exams are administered by third-party organizations and are not included in tuition unless otherwise stated.

Completion of a program at Pivotal Institute Solutions does not itself confer any third-party certification. A student who wishes to be certified must separately meet and complete the requirements of the relevant national certifying body.

Student Complaint Policy

Pivotal Institute Solutions is committed to addressing student concerns promptly and fairly. Any enrolled student or applicant may file a complaint regarding instruction, program administration, institutional policy, or the conduct of institutional personnel.

No student will be subject to retaliation for filing a complaint in good faith.

Students should follow the steps below in order.

Submission requirements

A complaint must be submitted in writing, by LearnWorlds direct message, by email to [email protected], or by mail to Pivotal Institute Solutions, 4290 Bells Ferry Rd Ste 134 #3025, Kennesaw, GA 30144.

A complaint must include:

• the student's full name and current contact information;
• the program name and the student's enrollment date;
• the date the complaint is submitted;
• a description of the concern, including relevant dates and the names of any individuals involved;
• a description of any steps the student has already taken to resolve the concern;
• the resolution the student is seeking; and
• copies of any supporting documentation.

Step 1: Contact the instructor

The student submits a written description of the complaint to their instructor by LearnWorlds direct message and by email. The instructor will respond in writing within two (2) weeks of receiving the complaint.

Step 2: Request a live discussion

If the response is unsatisfactory, the student may appeal the matter by attending office hours or a live session to discuss the complaint directly with the instructor by video or room chat. If the student is unable to attend at the scheduled time, the instructor will work with the student to reschedule the discussion to a mutually convenient time within two (2) weeks.

Step 3: Appeal to the School Director

If the matter remains unresolved after the live discussion, the student may escalate the complaint in writing to the School Director, Jonathan Tremblay, by email to [email protected]. The subject line must include the words "Complaint Appeal" so that it is appropriately routed. When submitting this appeal, the student should notify the instructor by including them in a LearnWorlds message, emailing them directly, or copying them on the appeal email.

The School Director will review the complaint and the instructor's response, may request additional information or meet with the student by video conference, and will issue a written decision within two (2) weeks of receiving the appeal. The School Director's written decision is the final institutional decision.

Where the School Director also served as the instructor for the matter complained of, this step is not required, the Step 2 outcome stands as the final institutional decision, and the student may proceed directly to Step 4.

Step 4: External appeal to GNPEC

A student whose complaint remains unresolved after completing the internal steps above has the right to appeal the final institutional decision to the Georgia Nonpublic Postsecondary Education Commission (GNPEC), the state agency responsible for oversight of nonpublic postsecondary institutions in Georgia.

Georgia Nonpublic Postsecondary Education Commission (GNPEC)
Phone: (770) 414-3300
Address: 2082 East Exchange Place, Suite 220, Tucker, GA 30084
Complaints information: https://gnpec.georgia.gov/student-resources/complaints-against-institution
Official complaint form: https://gnpec.georgia.gov/student-resources/complaints-against-institution/gnpec-complaint-form

GNPEC handles matters of institutional compliance and student protection. It does not adjudicate grade disputes or academic decisions. A student seeking to challenge a grade or an academic outcome should work through the internal steps above with the instructor or the School Director.

Records

The institution maintains a written log of all complaints received, together with the institution's response, the date of resolution, and any action taken, and retains these records as part of its institutional records.

Equal Opportunity and Accommodations

Pivotal Institute Solutions admits students without regard to race, color, national origin, religion, sex, age, disability, or veteran status, and does not discriminate on those bases in the administration of its educational policies, admissions policies, or any institutional program.

Students who require an accommodation in order to participate fully in a program should contact the institution at [email protected] or (404) 374-9322. Requests are handled individually and confidentially.

Questions About Our Policies

If you have questions about any of these policies, or need clarification on any matter, please contact us.

Phone: (404) 374-9322
Email: [email protected]
Address: 4290 Bells Ferry Rd Ste 134 #3025, Kennesaw, GA 30144