Exceptional circumstances and special consideration
On rare occasions, there may be instances where you are unable to attend your test or are disadvantaged on the test day owing to illness, injury, or another exceptional event outside your control. In these cases, you may apply for special consideration due to exceptional circumstances by sending us an email to firstname.lastname@example.org. This will allow you to carry over your test fee to a later test or, in some cases, apply for a refund.
Special consideration includes instances such as:
- a traumatic experience
- domestic crisis
- unavoidable legal or military obligation
- serious medical conditions which prevent you from attending or performing normally on the test day
- bereavement or other forms of significant hardship
- civil unrest or extreme weather.
You can apply for special consideration before the test, and up to two calendar days after the test date. However, applications for special consideration will not be accepted after your results have been released.
You need to contact us directly by email (email@example.com) and provide full information as to why you qualify for special consideration with supporting evidence. We will assess your application and will respond to you within seven working days of receiving your full application in writing, during which time your results will be put on hold until a decision is finalised.
If we approve your application, you will receive a refund or transfer. Note that there will be no adjustment to band scores.
Under certain circumstances outside of test centre control, we may have to cancel your test and transfer it to a future date. These circumstances include, but may not be limited to, extreme weather conditions, natural disaster, civil unrest, industrial action, global pandemic or for reasons of force majeure.
In these circumstances, we will provide you with as much notice as possible and give you the choice of either a full refund, or a transfer to a future test date – whichever you prefer.
If your test is cancelled or postponed due to other circumstances such as technical failure, venue or environmental factors, we will provide you with as much notice as possible and give you the choice of a refund or a transfer to a future test.