Student Grievance Policy – Summary

At Arrow Security, Inc., we want every student to have a fair and professional training experience. If you have a concern about an instructor, course quality, scheduling, or administrative matter, you may file a grievance.

• First, try to resolve the issue with your instructor or staff member.
   
• If not resolved, submit a written grievance within 10 business days.
   
• Complaints involving instructors or staff go to the Training Coordinator.
   
• Complaints involving the Training Coordinator go to the Operations Manager.
   
• Complaints involving the Operations Manager go to the CEO.
   
• A written response will be provided within 10 business days.
   
• Retaliation for filing a grievance is not allowed.
   

⚠️ Please note: DPS background checks and Guard Card eligibility decisions (per A.R.S. § 32-2622) cannot be appealed through this process.

Refund Policy – Summary

Arrow Security, Inc. strives to be clear and fair with all refund requests.

General Rules:

• Refund requests must be in writing.
   
• No refunds are given for Guard Card denials due to DPS disqualifiers or failed background checks.
   

In-Person Training:

• Cancel at least 24 hours before class to receive a refund.
   
• Students may reschedule once only.
   
• No refunds are given for rescheduled classes.
   

Online Training:

• No refunds once more than 20% of the course has been completed.
   

Armed Guard Training:

• No refunds for failing the written exam, failing the live fire qualification, or being removed from the range for unsafe conduct.
   

Exceptions may only be granted under extraordinary circumstances at the discretion of the Operations Manager or CEO.