Exceptions to our Refund-Transfer Policy (Emergency Policy)

Cancel or reschedule your test if you have an emergency.

This policy is for test-takers that are not eligible under our regular policy.

You can request a late transfer/refund if you can’t give us enough notice (2 weeks for computer tests or 5 weeks for paper tests), and you have an exceptional reason for missing your test.

Exceptional reasons may include:

  • Evidence of bereavement, trauma, or other forms of significant hardship (e.g. victim of a crime, traffic accident, close family death…)
  • Serious medical conditions which prevent you from attending or performing normally on test day
  • Military service

All emergency requests must include supporting evidence from an official source or qualified medical practitioner. We do not accept requests made for personal reasons.

All refunds/transfers under this policy are subject to an $80.00 administrative fee.

Emergency requests may be submitted up to 5 days after the test date. (Except for COVID-related applications and IRCC/passport issues, which must be submitted on or before test day).

How to apply for an emergency refund/transfer

  1. Download the Refund & Transfer Request Form.
  2. Complete with Adobe Reader and save to your device. If you do not have access to a computer or Adobe Reader, you can print and scan a copy.
  3. Email us the form as an attachment. Attach copies of all supporting evidence that will help us make a decision.

Click here for a step-by-step guide if you need help completing the Refund/Transfer Request Form.

You might also be eligible to cancel or change your test if you inform us within 24 hours. Click here for more information. 

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