EuroCan Education Platform — User Journeys
Author: Mahabeer, Clousor Technologies
Date: October 11, 2026
About This Document
This document shows, step by step, how students and EuroCan staff will use the platform in Phase 1. Students create an account on the EuroCan website, or staff create one for them, and explore programmes on the website. Once a counsellor is assigned, they download the EuroCan mobile app (iOS and Android) and use it from then on. EuroCan staff use the web back-office.
| Journey | Who | Starts When | Ends When |
|---|---|---|---|
| 1. Enquiry and Sign-Up | Student, counsellor, manager | A student contacts EuroCan through any channel | The student is Qualified, Not Qualified or Lost |
| 2. Agreement, Profile and Documents | Student, counsellor | The student is Qualified | All required documents are checked |
| 3. Programme Search and Shortlist | Student, counsellor | The student has an account | A shortlist is ready |
| 4. Counselling and Choosing Programmes | Student, counsellor | A shortlist is ready | The student confirms the programmes to apply for |
| 5. Application and Submission | Counsellor, student | The student confirms a programme | The institution makes a decision, or the student withdraws |
| 6. Offers, Deposit, Visa Status and Enrolment | Student, counsellor | The institution makes a decision | Enrolment is confirmed, or the application closes |
| 7. Staff Daily Work and Admin | All staff | Every working day | Ongoing |
| 8. Commission and Reports | Finance | The student accepts an offer and the deposit is confirmed | The institution pays EuroCan |
| 9. WhatsApp Inbox | Counsellor, manager | A student messages EuroCan on WhatsApp | The chat is linked to a student and answered |
Journeys 1 and 3 overlap: students explore programmes on the website while they wait for their counsellor. Each journey shows who is involved, the steps, the rules and the main screens. Standard values, such as reminder and alert times, are listed in the Discovery Kickoff & Client Requirements document.
Rules for Every Journey
Caution
1. No Immigration Advice
EuroCan staff and the platform never give immigration advice. They don't prepare study permit applications, write study plans, check proof of funds for a visa, or suggest a visa strategy. The platform only records the student's visa status. If a student asks for visa help, EuroCan refers them, with their consent, to the licensed consultants at AYS Immigration, EuroCan's sister company. AYS will join the platform in a later phase.
Important
2. EuroCan Never Holds Student Money
Students or their sponsors pay application fees, deposits and tuition directly to the institution. EuroCan staff only record the receipts. Any refund is between the student and the institution.
Note
3. Privacy and Consent
The platform records when and how each student agreed to be contacted. Students choose their contact channels in their account settings, and every marketing email or WhatsApp message includes a simple way to unsubscribe. Passports, transcripts and financial documents are encrypted, and every staff access is logged.
Phase 1 at a glance
- Students create an account on the EuroCan website, or staff create one for students who come through a partner, a walk-in visit, word of mouth or WhatsApp. The landing page and student website are built in Phase 1.
- Students explore programmes on the website.
- Managers assign new students to counsellors.
- Once a counsellor is assigned, students download the mobile app and use it from then on.
- Staff use the web back-office.
- All WhatsApp chats with students happen inside the back-office. Staff don't use WhatsApp Web or the company phone.
- Canada only. Quebec is not included in Phase 1.
- Parents and guardians don't have their own login.
- The counsellor gives final approval before an application is submitted.
- Staff update institution fees and intakes directly in the system.
- Recruitment partners send student details to EuroCan. Staff create the account, record the partner and send partner statements.
- Students who want visa help are referred, with their consent, to AYS Immigration, which joins the platform in a later phase.
Who Uses the Platform
| Role | Uses | Main Jobs |
|---|---|---|
| Student | Website, then mobile app | On the website: creates an account and explores programmes. In the app: signs the agreement, fills in the profile, uploads documents, confirms applications and tracks progress. |
| Counsellor | Back-office | Follows up enquiries and WhatsApp chats, checks documents, builds shortlists, approves and submits applications, and records offers and enrolment. |
| Manager | Back-office | Assigns and reassigns students and WhatsApp chats, sees all chats, watches team workload, checks documents counsellors upload, and decides on documents put on hold. |
| Finance | Back-office | Records institution agreements, raises commission invoices, records commission payments and sends partner statements. |
| Admin | Back-office | Adds and removes staff, sets their roles, chooses who can edit programme details and which counsellors can see phone numbers, and manages the platform settings: the applications-per-intake limit, the no-news reminder period, the WhatsApp reply-alert times and WhatsApp message templates. |
One person can hold more than one role. Only named staff (staff an admin has given permission to) can update institution and programme details.
Journey 1: Enquiry and Sign-Up
A student contacts EuroCan through one of five channels and gets an account. A manager assigns a counsellor, who asks the student to download the app and decides whether EuroCan can help.
Who is involved: Student, partner (sends the student's details only), counsellor, manager.
How students reach EuroCan
| Channel | How the Account Is Created |
|---|---|
| Website | The student creates it on the EuroCan landing page. |
| Partner | The partner sends the student's details to EuroCan. Staff create the account and record the partner. |
| Walk-in visit | Staff create the account at the office. |
| Word of mouth | The student was referred by someone they know. Staff create the account. |
| The student messages EuroCan's company number, for example after seeing an ad. Staff create the account from the chat (Journey 9). |
Steps
| Step | Who | What Happens |
|---|---|---|
| 1 | Student | Contacts EuroCan through one of the channels above. |
| 2 | Student or staff | The student creates an account on the website, or staff create one in the back-office. When staff create it, the student gets an email with a link to set their password, sign in and give their consent. The short questions (study level, field of study, preferred intake, budget, latest marks, English test and home country) are answered by the student or filled in by staff. |
| 3 | Platform | Records the channel (and the partner, if any), and when and how the student agreed to be contacted. |
| 4 | Platform | Looks for an existing record with the same email or phone number. If one exists, the new account is linked to it. |
| 5 | Student | Explores programmes on the website and saves the ones they like (Journey 3). |
| 6 | Manager | Assigns the student to a counsellor. New students wait in the manager's unassigned list until they are assigned. Status: New. |
| 7 | Counsellor | Contacts the student by email or WhatsApp from the back-office, or by phone if an admin allows them to see phone numbers, and asks them to download the app. The student signs in to the app with the same account. Status: Contacted. |
| 8 | Counsellor | Books a consultation. The student gets a reminder the day before (in the app, or by email if they haven't installed it yet). Status: Consultation Booked. |
| 9 | Counsellor | After the consultation, marks the student Qualified, or Not Qualified with a reason. Records the student's date of birth and, if they are under 18, a parent's or guardian's name and email for the agreement. |
Rules
- The counsellor decides if the student is
Qualifiedbased on their study goals, marks, English test and budget. - If the student stops replying, the counsellor marks them
Lostwith a reason. There is no automatic rule. - If the student misses the consultation, the counsellor rebooks it.
- If a student who was
LostorNot Qualifiedenquires again, their record is reopened and goes back to the manager's unassigned list. - Every student has a source: website, partner, walk-in visit, word of mouth or WhatsApp.
- Students sent by a partner give their own consent. The partner can't consent for them.
- When staff create an account, the student gives their own consent, including to WhatsApp messages, when they first sign in. EuroCan sends WhatsApp messages only to students who agreed.
- Staff never set or see a student's password.
- The student uses the same account on the website and in the app.
- If the student hasn't downloaded the app, the counsellor reminds them. The agreement, profile and documents (Journey 2) are done in the app.
Main screens
- Website: landing page, create account with short questions, programme search.
- Student app: sign-in, appointment reminder.
- Back-office: create student account, new enquiries list, enquiry details with notes, consultation calendar.
Journey 2: Agreement, Profile and Documents
The student signs the agreement, completes their profile in the app and uploads documents, which staff then check.
Who is involved: Student, parent or guardian (signature only, for students under 18), counsellor, manager.
Steps
| Step | Who | What Happens |
|---|---|---|
| 1 | Platform | Sends the EuroCan service agreement for e-signature through DocuSign. If the student is under 18, a parent or guardian also signs on the same request. The parent or guardian doesn't need an account. |
| 2 | Student | Signs the agreement, accepts the privacy terms, and agrees that their details and documents can be shared with the institutions they apply to. |
| 3 | Platform | Unlocks applications for the student. |
| 4 | Student | Fills in the profile in the app: name as on passport, date of birth, contact details, home country, school and university history, marks, backlogs (failed subjects), study gaps, English test results and budget. |
| 5 | Platform | Shows the student's document list. It is a standard list for each study level. Clousor sets up a sample list at the start, and managers and admins then keep it up to date. The counsellor can add items. |
| 6 | Student | Takes photos or uploads PDFs in the app. Staff can also add documents the student sent on WhatsApp (Journey 9) or by email, or brought to the office. Status: Uploaded. |
| 7 | Counsellor | Checks each document and marks it Checked, or Needs Correction with a note. If a counsellor uploaded the document, a manager checks it. If a manager uploaded it, the student's counsellor checks it. |
| 8 | Counsellor | If a document looks altered or fake, puts it On Hold and tells the manager, who decides. |
Rules
- Applications can start only after the agreement is signed (plus a parent or guardian for students under 18) and the consents in step 2 are given. Before that, the student can still explore programmes on the website.
- Nobody checks a document they uploaded themselves.
- Among staff, only the student's counsellor and managers can see passport details.
- Financial documents are collected only if an institution asks for them. They are never assessed for a visa.
- If the student doesn't sign, the counsellor follows up or marks them
Lost.
Document statuses: Waiting for Upload, Uploaded, Checked, Needs Correction, On Hold.
Main screens
- Student app: agreement signing, profile, document list, document upload with the phone camera.
- Back-office: student profile, documents to check.
Journey 3: Programme Search and Shortlist
Students search Canadian programmes on the website, and counsellors search in the back-office. The platform shows whether the student meets each programme's entry requirements.
Who is involved: Student, counsellor.
Steps
| Step | Who | What Happens |
|---|---|---|
| 1 | Student or counsellor | Searches on the website (student) or in the back-office (counsellor) using filters: province, institution, study level, field of study, intake and tuition range. An "Only programmes I qualify for" switch hides programmes marked Does Not Meet Requirements. |
| 2 | Platform | Compares the student's marks, subjects, English scores (and whether they are still valid), study gap and backlogs with each programme's entry requirements. It uses the answers from sign-up, and the full profile once it is filled in. |
| 3 | Platform | Shows one of three results: Meets Requirements, Does Not Meet Requirements with the reason, or Counsellor Review when information is missing. |
| 4 | Platform | Hides closed intakes and marks waitlisted ones. Adds an "Above your budget" tag when tuition and fees are more than the student's budget. |
| 5 | Student or counsellor | Compares programmes side by side and saves them to the student's shortlist, usually 3 to 5 programmes. The shortlist also appears in the app. |
| 6 | Counsellor | Gets a task when a programme marked Counsellor Review is added to the shortlist. Reviews it and records the outcome. |
Rules
- The result is a guide. The institution makes the admission decision.
- Missing information always gives
Counsellor Review, never a pass. - The platform never blocks a programme. Students can still save it or ask their counsellor about it, even if they don't meet the requirements.
- The budget tag is a guide only. It is not a study permit funds check.
- Search never checks visa or work permit eligibility.
- Commission never affects the order of results, and students never see commission.
- Results can be sorted by field of study, location, co-op and earliest intake.
- Each programme shows when its details were last updated.
- Students search on the website once they have an account. Quebec programmes are not included in Phase 1.
Main screens
- Website: search and filters, programme details, compare, saved programmes.
- Student app: my shortlist.
- Back-office: programme search for a student, shortlist.
Journey 4: Counselling and Choosing Programmes
The counsellor and student agree which programmes to apply for, and the student confirms each one in the app.
Who is involved: Student, counsellor.
Steps
| Step | Who | What Happens |
|---|---|---|
| 1 | Counsellor | Reviews the student's profile, documents and shortlist before the session. |
| 2 | Counsellor and student | Meet in person or by video. The counsellor explains entry requirements, fees, deposits and deadlines. |
| 3 | Counsellor | If needed, searches for other programmes the student qualifies for (Journey 3) and adds them to the shortlist. |
| 4 | Counsellor and student | Agree the programmes to apply for. |
| 5 | Platform | Sends the student a request in the app to confirm each programme. |
| 6 | Student | Reviews each programme, its fees and the institution's refund policy, then confirms or declines it. Status: Student Confirmed. |
Rules
- No application is prepared or submitted without the student's confirmation.
- A student can apply to up to 3 programmes per intake. An admin can change this limit.
- The platform records who confirmed, when, and the programme and fees shown.
- The student can cancel a confirmation until the application is submitted.
- If the student doesn't respond, the app reminds them every 3 days and the counsellor follows up.
- A student who can't use the app signs a programme confirmation form, and the counsellor uploads it.
Main screens
- Student app: shortlist, programme confirmation.
- Back-office: student overview, programme search.
Journey 5: Application and Submission
The counsellor prepares each application, gives final approval and submits it to the institution.
Who is involved: Counsellor, student, institution (outside the platform).
Steps
| Step | Who | What Happens |
|---|---|---|
| 1 | Platform | Creates one application for each confirmed programme, campus and intake. Status: Draft. |
| 2 | Platform | Runs a pre-submission check: agreement signed and consents given, programme confirmed by the student, all documents checked, and no duplicate application. |
| 3 | Counsellor | Reviews the application. Fixes anything missing or asks the student, then gives final approval. Status: Approved. |
| 4 | Student | Pays the application fee directly to the institution and uploads the receipt in the app. |
| 5 | Counsellor | Submits the application on the institution's agent website using EuroCan's agent login, or through an application platform. Records the reference number and confirmation. Status: Submitted. The student gets a push notification. |
| 6 | Counsellor | Records updates from the institution. If the institution asks for more information, the student uploads it in the app, and the counsellor checks it and sends it. Status: Institution Reviewing or More Information Requested. |
Rules
- EuroCan never asks for the student's password for an institution website.
- If an institution's agent website asks for payment during submission, the student enters their own payment details on that page. Staff never enter or see them.
- Staff submit every application by hand. There are no direct connections to institution systems in Phase 1.
- Changes after submission are recorded. The original details are kept.
- If there's no news from the institution 14 days after submission, the counsellor gets a reminder. An admin can change the number of days.
- The student can withdraw before the institution decides. Status:
Withdrawn.
Application statuses: Draft, Approved, Submitted, Institution Reviewing, More Information Requested, Withdrawn.
Main screens
- Student app: application status and timeline, upload requested documents.
- Back-office: applications list, pre-submission check, final approval, submission details.
Journey 6: Offers, Deposit, Visa Status and Enrolment
The counsellor records the institution's decision. The student accepts an offer, pays the deposit to the institution, tracks their visa status and enrols.
Who is involved: Student, counsellor, institution (outside the platform).
Steps
| Step | Who | What Happens |
|---|---|---|
| 1 | Counsellor | Records the institution's decision (Conditional Offer, Unconditional Offer, Waitlisted or Refused), uploads the letter, and enters any condition and deposit deadlines. The student gets a push notification. |
| 2 | Student and counsellor | For a conditional offer, the student sends evidence for each condition (for example, final marks). The counsellor marks each condition as met. |
| 3 | Student | Chooses the offer to accept and accepts it with the institution. A conditional offer can be accepted only after all its conditions are met. The counsellor records the date. Status: Offer Accepted. |
| 4 | Student | Pays the deposit, and later the tuition, directly to the institution and uploads each receipt. The counsellor records Deposit Confirmed once the payment provider's confirmation or the institution's receipt is received, and records later tuition receipts the same way. |
| 5 | Counsellor | Uploads the Letter of Acceptance (LOA). If the student receives a Provincial Attestation Letter (PAL), uploads it and records its expiry date. The visa status becomes PAL Received, and the app sends a reminder 7 days before the PAL expires. |
| 6 | Student | Updates their visa status in the app: Permit Applied, Biometrics Done, then Visa Approved or Visa Refused. The counsellor can correct it, and the app shows who changed it. |
| 7 | Student | Reports arriving in Canada and starting classes. Status: Enrolled – Reported. |
| 8 | Counsellor | Records the institution's enrolment confirmation, usually after its add/drop (census) date. Status: Enrolled – Confirmed. |
Rules
- Visa tracking is status only. EuroCan doesn't advise on study permits.
- For a waitlisted application, the counsellor follows up with the institution and records the final decision.
- A conditional offer can't be accepted, and no deposit is paid, until all its conditions are met.
- Once the deposit is confirmed, the counsellor withdraws the student's other applications for that intake.
- If conditions aren't met by the deadline, the student can ask the institution for more time. Otherwise the application is
Closed. - If the visa is refused, the student decides whether to apply again, defer or withdraw, and asks the institution about any refund. The counsellor records the outcome.
- If the student doesn't enrol, the application is
Closedwith the reason.
Application statuses after a decision: Conditional Offer, Unconditional Offer, Waitlisted, Refused, Offer Accepted, Deposit Confirmed, Enrolled – Reported, Enrolled – Confirmed, Closed (with a reason, such as offer declined, conditions not met, offer withdrawn or did not enrol).
Main screens
- Student app: offers, deposit and tuition receipt upload, visa status, arrival.
- Back-office: offers and conditions, receipts, LOA and PAL, enrolment.
Journey 7: Staff Daily Work and Admin
Each staff member sees a home screen for their role and works through their tasks.
Who is involved: Counsellor, manager, finance, admin.
| Role | Home Screen Shows | Main Actions |
|---|---|---|
| Counsellor | New enquiries, WhatsApp chats waiting for a reply, students who haven't downloaded the app, documents to check, shortlisted programmes to review, applications waiting for final approval, approved applications to submit, offer deadlines, receipts to record, enrolments to confirm | Journeys 1 to 6 and 9 |
| Manager | Team workload, unassigned enquiries, unassigned WhatsApp chats, chats waiting more than 4 working hours, documents counsellors uploaded, documents on hold | Assigns and reassigns students, checks documents counsellors upload, decides on documents on hold |
| Finance | Commission to invoice, unpaid invoices | Journey 8 |
| Admin | Staff list, platform settings | Adds and removes staff, sets roles, chooses who can edit programme details and which counsellors can see phone numbers, and changes the applications-per-intake limit, the no-news reminder period, the WhatsApp reply-alert times and WhatsApp templates |
Steps
| Step | Who | What Happens |
|---|---|---|
| 1 | Staff | Sign in with a password and a one-time code. |
| 2 | Staff | Open their home screen and pick the next task. Each task links straight to the student or application. Tasks are To Do or Done. |
| 3 | Named staff | Update institution and programme details (fees, intakes and entry requirements) directly, with a link to the source. |
| 4 | Named staff | If an institution closes or loses its DLI status (approval to host international students), mark its programmes inactive. Affected counsellors get a task. |
| 5 | Manager | Reassigns students, for example when a counsellor is away or a student asks for a change. The history is kept. |
| 6 | Admin | Adds and removes staff, sets their roles, and chooses who can edit programme details and which counsellors can see phone numbers. Changes the platform settings: the applications-per-intake limit, the no-news reminder period, the WhatsApp reply-alert times and WhatsApp templates. |
| 7 | Staff | Add recruitment partners, so each student a partner sends can be linked to them. |
Rules
- Clousor loads the first list of institutions, programmes and entry requirements once, at setup, from the lists EuroCan sends. After that, named staff update it directly.
- Named staff get a reminder when a programme hasn't been checked for 6 months.
- Admins can't open student documents or change commission records.
- Counsellors never see commission.
Main screens
- Back-office: role home screen, task list, institution and programme editor, staff and roles.
Journey 8: Commission and Reports
Finance tracks the commission each institution owes EuroCan, from offer to payment.
Who is involved: Finance, institution (outside the platform). Managers can see the reports.
Steps
| Step | Who | What Happens |
|---|---|---|
| 1 | Finance | Records each institution agreement: commission rate, when commission is earned, payment terms, and when the institution can take commission back (clawback). |
| 2 | Platform | When the student accepts an offer and the deposit is confirmed, creates a commission record. Status: Expected. |
| 3 | Platform | When the agreement's condition is met (usually confirmed enrolment or tuition paid), marks the record Earned. |
| 4 | Finance | Checks that the institution lists EuroCan, or the application platform EuroCan used, as the student's agent. If it lists another agent, or the student applied directly, the record is Cancelled with a reason. |
| 5 | Finance | Creates the invoice and sends it to the institution. Status: Invoiced. |
| 6 | Finance | Records the payment when it arrives. Status: Paid. If payment is late, Finance sends a reminder. |
| 7 | Finance | If the student came through a partner, includes the partner's share in that partner's statement. |
Rules
- Commission is paid by the institution, or by the application platform if one was used.
- Commission is earned when the condition in the institution's agreement is met, usually enrolment or tuition payment. A visa approval on its own never earns commission.
- If the student withdraws or doesn't start, including after a visa refusal, the
Expectedrecord is cancelled with a reason. If the student defers, the record moves to the new intake. - If the institution takes commission back, Finance cancels the invoice if it is unpaid, or records the amount repaid. The change is logged.
- Partner shares come from EuroCan's commission and are paid only after the institution pays EuroCan.
- Partner statements are sent monthly, in CAD. If an institution takes commission back after a partner's share was paid, the amount is deducted from that partner's next statement.
- Finance sets the tax rate on each institution agreement. It can be zero.
- Invoices and payments can be exported to a spreadsheet (CSV) for EuroCan's accountant.
Commission statuses: Expected, Earned, Invoiced, Paid, Cancelled.
Reports: enquiries by source, students by stage, offers and enrolments by institution and intake, commission by status, and unpaid invoices. Each report can be filtered by counsellor and by the student's home country.
Main screens
- Back-office: institution agreements, commission list, invoices, partner statements, reports.
Journey 9: WhatsApp Inbox
All WhatsApp chats on EuroCan's company number happen inside the back-office. Staff no longer use WhatsApp Web or the company phone, so student contacts stay with EuroCan and every follow-up is visible.
Who is involved: Student (on WhatsApp), counsellor, manager.
Steps
| Step | Who | What Happens |
|---|---|---|
| 1 | Student | Sends a WhatsApp message to EuroCan's company number, for example after seeing an ad. |
| 2 | Platform | Shows the chat in the back-office WhatsApp inbox. If the student already has an account, the chat is linked to them. If the student came from a WhatsApp ad, the platform records which ad. |
| 3 | Manager | Assigns new chats to a counsellor, and creates a student account from the chat if needed (Journey 1). |
| 4 | Counsellor | Replies from the back-office with text, photos or documents. The counsellor sees the student's name, not their phone number. |
| 5 | Counsellor | Adds any document the student sends to their profile. Because the counsellor uploaded it, a manager checks it (Journey 2). |
| 6 | Platform | Alerts the counsellor when a chat has waited 2 working hours for a reply, and the manager after 4 working hours. |
| 7 | Manager | Sees every chat, who replied and when, and can reassign a chat at any time. |
Rules
- EuroCan's company WhatsApp number moves fully to the WhatsApp Business Platform. After that, the number no longer works in the WhatsApp app or on WhatsApp Web, so chats can only happen in the back-office.
- Counsellors see the student's name, not their phone number, unless an admin allows it. Managers see phone numbers, and every view of a phone number is logged. Staff can't export chats or contact lists.
- Chats are kept only inside the platform, never on staff phones or computers, for 2 years after the student's file is closed, then deleted.
- WhatsApp allows free replies only within 24 hours of the student's last message. After that, staff can send only a message template approved by Meta. Admins manage these templates.
- Passport details and payment receipts are never sent on WhatsApp.
- Meta charges for WhatsApp messages. These charges are paid by EuroCan.
- WhatsApp calls are not part of Phase 1. Calling comes in Phase 2A.
Main screens
- Back-office: WhatsApp inbox (unassigned, mine, all chats), chat view with the student's profile alongside, message templates.
Messages and Reminders
Once the student has the app, they get a push notification and an in-app message for each of these events. Before that, messages go by email.
| Event | When |
|---|---|
| Consultation reminder | The day before the consultation |
| Agreement to sign | When the agreement is sent, then every 3 days until it is signed |
| Document needs correction | When the counsellor marks a document Needs Correction |
| Programme to confirm | When the counsellor sends a confirmation request, then every 3 days until the student responds |
| Application fee to pay | When the counsellor approves an application |
| Application submitted | When the counsellor records the submission |
| More information requested | When the institution asks for more documents |
| Decision received | When the counsellor records the institution's decision |
| Deadline coming up | 7 days before a condition deadline, a deposit deadline or the PAL expiry date |
Rules
- WhatsApp and email are backup channels, used as the student chooses. There are no SMS messages.
- Passport details and payment receipts are shown only inside the app, never in WhatsApp or email.
- Staff notes are internal unless marked "share with student".
- WhatsApp chats with students are handled in the WhatsApp Inbox (Journey 9).
- The student can ask to move or cancel a consultation, and the counsellor rebooks it.
- In their account settings, on the website or in the app, students can change channels, unsubscribe from marketing and delete their account. Personal details are deleted within 30 days of the request. Invoices and commission records are kept for 6 years, as Canadian tax rules require. Apple and Google require these options.
When Plans Change
| Situation | What the Student Does | What Staff Record |
|---|---|---|
| Defers to a later intake | Asks the institution to defer | The new intake. The commission record moves with it. |
| Changes programme, campus or institution | Confirms the new programme in the app | A new application (Journey 5). The old one is marked Withdrawn or Closed. |
| Withdraws before submission | Cancels the confirmation in the app | The application is marked Withdrawn. |
| Withdraws after an offer | Tells the institution and the counsellor | The application is Closed with a reason. Any commission record is cancelled. |
| Institution withdraws the offer | Nothing | The application is Closed with the reason. Any commission record is cancelled. |
| Visa refused | Decides whether to apply for the visa again, defer or withdraw. Asks the institution about any refund. | Visa Refused and the outcome. If the student defers, the commission record moves to the new intake. |
| Doesn't enrol | Tells the counsellor | The application is Closed with a reason. The commission record is cancelled. |
| All applications refused or closed | Talks to the counsellor about other programmes or a later intake | A new shortlist (Journey 3), or the student is marked Lost with a reason. |
| Stops before applying | Tells the counsellor, or stops replying | The student is marked Lost with a reason. |