TENAFL Refund and Reschedule Policy

Refund can be requested

A refund can be requested when the service has not started, access has not been used, or a payment error can be proven.

• Programs or courses before the first service day: 80% partial refund.
• Scheduled official tests before the H-7 business-day limit: partial refund after administrative deduction.
• Overpayment or duplicate transfer: 100% return of the verified excess amount.
• Cancellation from the organizer side: full refund or free reschedule according to available options.

Non-refundable

Payment becomes final when the service is active, used, or the document has entered processing.

• Self-paced online tests such as TOEFL Prediction, VEPT, or TOAFL after account access, access code, test session, result, or certificate is active.
• PDF certificate, printed certificate, legalization, or delivery that has been verified and processed.
• Third-party costs, delivery costs, legalization costs, or external costs that have already started.
• Subjective reasons such as unsatisfactory score, misreading the terms, changing needs, or participant device problems.

Reschedule can be requested

Reschedule only applies to services with a fixed schedule and before the request deadline.

• Scheduled official tests: maximum H-2 business days before the test, one schedule change only, and an administration fee may apply.
• Programs or courses: can be moved before the start date if the target class quota is available.
• Self-paced online tests whose access is already active are not eligible for reschedule.

TOEFL Prediction and VEPT

TOEFL Prediction and VEPT are self-paced online test services. Once access or a test session is active, the transaction cannot be cancelled because the digital service has been made available to the participant.

Arabic TOAFL

Arabic TOAFL follows the same digital-service principle: test access, result, and processed certificate cannot be refunded.

TOEFL ITP or scheduled official tests

Scheduled official tests have refund and reschedule deadlines because they involve quota, schedule, participant data, and test administration.

Learning programs and participant services

Learning programs, classes, or mentoring services follow the refund-before-start rule and depend on quota availability for reschedule.

Programs or courses

This applies to learning programs, offline classes, online classes, Zoom classes, or mentoring programs available through TENAFL.

Refund requests are processed only when submitted before the service start date. Example: if a class starts on May 10, the request deadline is May 9 at 23:59 WIB.

• Administration and slot cancellation deduction is 20% of the paid amount.
• The remaining 80% is returned after participant data, payment proof, and service status are verified.
• Payment is forfeited if the participant has attended at least one session, accessed digital material, received class access, or did not attend the first day without confirmation.

Scheduled official tests

Scheduled official tests have stricter administration because they involve quota, test date, data completeness, and technical readiness.

Refund must be requested no later than H-7 business days before the test date. After that deadline, the fee cannot be returned.

• Cancellation administration fee is Rp250.000 per participant.
• The remaining amount is returned if the request is approved after data and payment verification.
• Registration documents must be completed within 30 days from booking. If the deadline is missed, the booking may be forfeited and cannot be refunded or moved to another schedule.
• If cancellation comes from the organizer, participants may choose full refund or free reschedule according to available options.

Self-paced online tests and certificates

TOEFL Prediction, VEPT, TOAFL, and self-paced online tests are digital services that can be used immediately after access is active.

After the access code, test account, test session, result, PDF certificate, printed certificate, legalization, or delivery is processed, the transaction is final and non-refundable.

• Participants must check name, photo, email, WhatsApp number, selected score, certificate type, delivery address, and legalization choice before payment.
• A verified and issued certificate claim cannot be cancelled unless there is a proven system error from TENAFL.
• Payment proof uploaded by the participant becomes the basis for payment verification and service audit.

Delivery, legalization, and external costs

Costs allocated to printing, delivery, legalization, or external services cannot be returned after the process has started.

• Address errors, WhatsApp number errors, or recipient data errors from the participant are not a refund basis.
• If there is overpayment or duplicate payment, participants can still request payment review, but it is treated as a payment case, not service cancellation.

Scheduled official tests

• Request maximum H-2 business days before the test.
• One schedule change only.
• Reschedule administration fee is Rp200.000.
• Participant data and documents must be complete and verified.

Programs or courses

• Reschedule can be requested before the service starts.
• The target class or program quota must be available.
• If the target program fee is higher, the participant must pay the difference.
• If the target program fee is lower, the difference is not automatically returned and may be recorded as a service adjustment based on the team decision.

Final schedule

• The rescheduled date is final.
• If the participant does not attend the new schedule, payment is forfeited.
• Self-paced online tests whose access is already active cannot be rescheduled.

Force majeure

• Natural disaster that interrupts transportation or internet access.
• Sudden hospitalization with an official hospital letter.
• Bereavement in the immediate family.

System technical failure

If TENAFL server or system failure during an online test prevents the participant from completing the test, the participant is entitled to a free retake.

• If the issue comes from the participant device, browser, electricity, internet connection, or negligence, free retake and refund terms do not apply.
• The team may request screenshots, incident time, device type, browser, and chronology for validation.

Overpayment and duplicate transfer

Overpayment or duplicate payment can be submitted for review.

• The excess or duplicate amount is returned 100% after bank mutation and payment proof are verified.
• Bank mutation verification takes 1-3 business days.
• Interbank transfer administration fee, if any, is borne by the recipient.

Documents to prepare

• Original transfer proof or system payment proof.
• Identity document matching the participant account.
• Booking number, order number, or certificate number if available.
• Purchased service type: program, test, PDF certificate, print, delivery, or legalization.
• Transaction date, amount, destination account, and supporting documents if any.

Message format

Use this subject: [REFUND/RESCHEDULE] - [PARTICIPANT NAME] - [SERVICE TYPE].

• TENAFL WhatsApp support: 08135757829.
• TENAFL support email: [email protected].

Validation and payment return

• Finance or service team validates data within maximum 3 business days after complete documents are received.
• If approved, funds are returned within maximum 5 business days after final validation.
• Incomplete requests must be completed first and are not yet included in the final validation queue.