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).
- Download the Refund & Transfer Request Form.
- 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.
- 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.